Deck 10: Adding Value

Question 1

Olga does an excellent job of setting her own objectives but rarely devotes any time to developing and executing plans to achieve those objectives. How would Olga best be characterized?

A) as a procrastinator
B) as an ineffective self-leader
C) as goal directed but implementation impaired
D) as an effective self-leader

Answer 1

B

Question 2

According to the textbook, what is the first stage of self-leadership?

A) setting goals and objectives
B) territory analysis and account classification
C) development and implementation of strategies and plans
D) assess and evaluate

Answer 2

A

Question 3

A sales objective of "Sell 10 percent more" fails on which characteristic of properly developed goals?

A) realistic, yet challenging
B) specific and quantifiable
C) time specific
D) consistent with organizational mission

Answer 3

C

Question 4

According to the textbook, what is the third stage of self-leadership?

A) territory analysis and account classification
B) development and implementation of strategies and plans
C) tapping technology and automation
D) assessment and evaluation

Question 5

According to the textbook, what is the term for the process of doing the right things and doing them well?

A) setting productivity objectives
B) self-leadership
C) maximizing your potential
D) time management

Question 6

A sales objective of "Sell 150 percent more over the next 12 months" likely fails on which characteristic of properly developed goals?

A) realistic, yet challenging
B) specific and quantifiable
C) time specific
D) consistent with organizational mission

Question 7

A sales objective of "Doing your best in the next 12 months" fails on which characteristic of properly developed goals?

A) realistic, yet challenging
B) specific and quantifiable
C) time specific
D) consistent with organizational mission

Question 8

What does setting proper goals and objectives as part of the self-leadership process do for a salesperson?

A) It establishes priorities for actions to be taken to achieve objectives.
B) It sets the tone for how the salesperson will deal with his or her customers.
C) It generates commitment based on the principles of participative management.
D) It determines which strategies will be most effective to be successful.

Question 9

How is the first stage of self-leadership described in the textbook?

A) focusing on what is most important
B) knowing where to begin and how to proceed
C) beginning with the end in mind
D) maintaining focus to avoid drifting from task to task

Question 10

Celia has set her goals and objectives for the year. According to the Five Sequential Stages of Self-Leadership model, what should Celia do now?

A) seek her manager's approval
B) analyze her territory and classify the accounts
C) assess and evaluate her performance
D) look for ways to automate the sales process

Question 11

The introduction to Chapter 10 discusses a recent study by the Industrial Performance Group Inc. What finding is pointed out in this study?

A) Most salespeople find setting their own productivity objectives to be very difficult.
B) Self-leadership by salespeople works only when sales managers buy into the process.
C) Most salespeople fail to use their time effectively.
D) Territory management is a big challenge for salespeople.

Question 12

Which type of goal is a salesperson's desire to sell a certain amount of product within a given area so as to achieve personal goals?

A) segment
B) territory
C) account
D) sales call

Question 13

According to the textbook, the process of self-leadership effectively translates into which of the following?

A) deciding what is to be accomplished and then putting into motion the proper plan designed to achieve those objectives
B) assessing territory potential to determine what sales objectives should be proposed to management
C) efficient implementation of strategies and plans as proposed by management
D) a salesperson taking the initiative to manage his or her time in the most productive manner

Question 14

According to the textbook, what is the fourth stage of self-leadership?

A) territory analysis and account classification
B) development and implementation of strategies and plans
C) tapping technology and automation
D) assessment and evaluation

Question 15

Sharon has set her goals and objectives for the year and completed a territory analysis and account classification. According to the Five Sequential Stages of Self-Leadership model, what should Sharon do now?

A) seek her manager's approval of her plan
B) develop and implement strategies and activity plans
C) assess and evaluate her performance
D) look for ways to automate the sales process

Question 16

Which of the following best summarizes the textbook's conclusion regarding why some salespeople are better than others?

A) Good salespeople are born, not made.
B) Good salespeople get that way through extra management attention.
C) Good salespeople are consciously developed, not born.
D) It is difficult to know with certainty what factors influence sales success.

Question 17

According to the textbook, what is the last stage of self-leadership?

A) territory analysis and account classification
B) development and implementation of strategies and plans
C) tapping technology and automation
D) assessment and evaluation

Question 18

Which of the following best explains why goals and objectives should be realistic, yet challenging?

A) Challenging goals tend to be motivating, but unrealistic goals become a disincentive to performance.
B) Salespeople tend to be motivated by goals they know they cannot achieve.
C) Salespeople vary in how they view the difference between challenging and unrealistic.
D) Salespeople tend to give up very quickly after a goal has been achieved.

Question 19

Which type of goal is a salesperson's individual desired accomplishment, such as achieving a desired annual income over a specific time period?

A) personal
B) territorial
C) account
D) sales call

Question 20

According to the textbook, what is the second stage of self-leadership?

A) setting goals and objectives
B) territory analysis and account classification
C) assess and evaluate
D) tapping technology and automation

Question 21

What is the term for the method for analyzing accounts that is based on one single factor, typically the level of sales potential?

A) ABC analysis
B) portfolio analysis
C) sales volume analysis
D) target market analysis

Question 22

Which type of goal is a salesperson's desire to sell a certain amount of product per each visit to achieve account, territory, and personal goals?

A) segment
B) inventory turn
C) market penetration
D) sales call

Question 23

A salesperson is classifying accounts based on the level of sales potential. Which common method for classifying accounts is the salesperson most likely using?

A) single-factor analysis
B) portfolio analysis
C) sales volume analysis
D) territory analysis

Question 24

Which common type of sales goal are dollar sales, unit sales, number of orders, and aggregates or by groups examples of?

A) sales volume
B) profitability
C) conversion
D) sales call activity

Question 25

Which common type of sales goal is the ratio of number of sales to the number of calls made an example of?

A) market share
B) profitability
C) conversion
D) sales volume

Question 26

Based on the interdependence of the four types of salesperson goals, what should a salesperson's sales call goals be based on?

A) company goals
B) personal goals
C) sales call goals
D) account goals

Question 27

What is the main limitation of using the single-factor analysis method for classifying accounts?

A) The importance of small customers tends to be overrepresented in single-factor analysis.
B) The single-factor method for classifying accounts does not take into account any variation in sales effort expended by the previous salesperson.
C) Accounts with high sales potential tend to be overemphasized by the single-factor analysis method.
D) A single factor such as sales potential is often inadequate to properly allocate selling effort between accounts.

Question 28

Which common type of sales goal are gross profits, contribution margin, and returns and discounts examples of?

A) sales volume
B) profitability
C) conversion
D) sales call activity

Question 29

According to the textbook, what does the process of classifying accountsreveal?

A) The majority of sales volume in a given territory comes from a small number of customers.
B) The variation in sales by account depends upon the level of sales effort expended.
C) The majority of sales in a given territory are made to a large number of customers.
D) A single factor is inadequate to represent the variation in sales per account for most territories.

Question 30

What is the term for the process of surveying an area to determine customers and prospects who are most likely to buy?

A) territory analysis
B) account classification
C) portfolio analysis
D) customer relationship management

Question 31

Which type of goal is a salesperson's desire to sell a certain amount of product to one customer to achieve territory and personal goals?

A) segment
B) market share
C) account
D) sales call

Question 32

Which of the following best summarizes why a salesperson should conduct a territory analysis before account classification in the Five Sequential Stages of Self-Leadership model?

A) The portfolio analysis that comes afterward depends upon the correct order.
B) Account classification can be done with or without a territory analysis.
C) More information is available for the territory analysis, so it should be done first.
D) The territory analysis provides the input required for account classification.

Question 33

Isa is in the process of reviewing his accounts. Isa classified his accounts using the single-factor analysis method and is now developing his sales strategy. What should he do?

A) spend most of his time attempting to develop B accounts into A accounts
B) divide his time equally among the accounts because each is as important as the other
C) allocate the greatest portion of his time to the A and B accounts
D) allocate his time to the accounts designated as weak competitive position but high opportunity

Question 34

How is the purpose of classifying accounts best summarized?

A) The process of classifying accounts helps the salesperson to learn his or her territory.
B) Classifying accounts helps the salesperson prioritize when planning calls and allocating his or her time.
C) Classifying accounts is necessary to determine who should get the best pricing.
D) Conducting a portfolio analysis requires a method for differentiating accounts.

Question 35

According to the textbook, what is the term for the process of placing existing customers and prospects into categories based on their sales potential?

A) territory analysis
B) account classification
C) portfolio analysis
D) customer relationship management

Question 36

Which common type of sales goal are customer goodwill generation, level of satisfaction, and receivables collected examples of?

A) customer retention
B) ancillary activity
C) conversion
D) customer service

Question 37

Which common method for classifying accounts is growing in popularity because it is flexible and incorporates multiple variables?

A) single-factor analysis
B) portfolio analysis
C) sales volume analysis
D) territory analysis

Question 38

Mary is a salesperson who is classifying her accounts based on the level of sales potential and the strength of her relationship (buyer-seller). Which common method for classifying accounts is Mary using?

A) single-factor analysis
B) portfolio analysis
C) sales volume analysis
D) territory analysis

Question 39

Which method for analyzing accounts makes it possible to consider two factors simultaneously?

A) ABC analysis
B) portfolio analysis
C) sales volume analysis
D) dual market analysis

Question 40

Which common type of sales goal are number of accounts lost, complaints received, and lost account ratios examples of?

A) market share
B) ancillary activity
C) conversion
D) customer retention

Question 41

Where does the information needed for salespeople to successfully establish territory routing plans come from?

A) sales call activity plans
B) prospecting goals
C) territory analysis and account classification
D) revenue maximization programs

Question 42

According to the textbook, what is a territory routing plan in which the salesperson works a different part of the territory and travels in a loop back to the starting point?

A) a cloverleaf routing plan
B) a circular routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 43

When using a two-factor analysis to classify accounts based on account opportunity and competitive position, which of the following should a salesperson allocate minimal selling effort to?

A) high opportunity and strong competitive position
B) high opportunity and weak competitive position
C) low opportunity and strong competitive position
D) low opportunity and weak competitive position

Question 44

Which of the following best summarizes how a salesperson should approach the process of sales planning?

A) The salesperson should start with short-term objectives and work forward to determine what needs to be done.
B) Sales planning should be completed on a weekly basis to ensure maximum flexibility to cope with unplanned events or priorities.
C) The salesperson should start with long-term objectives and work backward to determine what needs to be done.
D) Sales plans should be put in writing once agreed upon by the salesperson and management.

Question 45

According to the textbook, what is a territory routing plan in which the salesperson begins at the office and moves in an expanding pattern of concentric circles that spiral across the territory?

A) a cloverleaf routing plan
B) a circular routing plan
C) a straight line routing plan
D) a major city routing plan

Question 46

When using a two-factor analysis to classify accounts based on account opportunity and competitive position, which of the following should a salesperson allocate most of his or her selling effort to?

A) high opportunity and strong competitive position
B) high opportunity and weak competitive position
C) low opportunity and strong competitive position
D) low opportunity and weak competitive position

Question 47

In order to maximize the effectiveness of daily sales plans, which two guiding principles should salespeople follow?

A) make them clear and share with management
B) put them in writing and say them out loud
C) make them clear and set them monthly
D) put them in writing and keep them current and flexible

Question 48

According to the textbook, what territory routing plan is used when the territory is composed of a large metropolitan area and the territory is split into a series of geometric shapes reflecting each one's concentration and pattern of accounts?

A) a cloverleaf routing plan
B) an urban routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 49

According to the textbook, what should salespeople base their daily sales plans on?

A) annual plans
B) monthly plans
C) weekly plans
D) daily budget

Question 50

According to the textbook, what is the term for a territory routing plan in which the salesperson works each of the accounts at one cluster and then moves to the next cluster?

A) a cloverleaf routing plan
B) a straight line routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 51

According to the textbook, which common sales call routing plan pattern is best used when accounts are located in clusters that are some distance from one another?

A) a straight-line routing plan
B) a major city route plan
C) a circular routing plan
D) a leapfrog routing plan

Question 52

According to the textbook, which common sales call routing plan pattern is best used when accounts are evenly dispersed throughout the territory?

A) a cloverleaf routing plan
B) a circular routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 53

According to the textbook, which common sales call routing plan pattern is best used when the territory is large and accounts are clustered into several widely dispersed groups?

A) a cloverleaf routing plan
B) a circular routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 54

Rhyanna is attempting to classify a new account. She believes the account could be very profitable, but her company is in a relatively weak competitive position. What should Rhyanna's selling effort strategy be?

A) assign the account to a telemarketer until a breakthrough is made
B) make a significant investment in the selling effort in an attempt to strengthen her competitive position
C) allocate a small portion of her time to the account until her competitive position improves
D) avoid calling on the account until her competitive position improves

Question 55

According to the textbook, which common sales call routing plan pattern is best used when accounts are concentrated in different parts of the territory?

A) a cloverleaf routing plan
B) a straight line routing plan
C) a leapfrog routing plan
D) a major city routing plan

Question 56

From a salesperson's perspective, what is the term for the process of scheduling activities that can be used as a map for achieving objectives?

A) territory routing plans
B) sales planning
C) portfolio analysis
D) performance tracking system

Question 57

When using a two-factor analysis to classify accounts based on account opportunity and competitive position, which of the following types of accounts represent the most likely potential for new business?

A) high opportunity and strong competitive position
B) high opportunity and weak competitive position
C) low opportunity and strong competitive position
D) low opportunity and weak competitive position

Question 58

When in the tapping technology and automation stage of self-leadership, which of the following would a salesperson looking to improve his or her productivity while away from the home office be most interested in?

A) mobile sales technologies
B) customer relationship management (CRM) solutions
C) deal analytics
D) the internet, intranets, and extranets

Question 59

According to the textbook, what is the term for a territory routing plan in which salespeople start from their offices and make calls in one direction until they reach the end of the territory?

A) a straight-line routing plan
B) a cloverleaf routing plan
C) a major city route plan
D) a leapfrog routing plan

Question 60

What is the term for tools that streamline the selling process, generate improved selling opportunities, facilitate cross-functional teaming and intraorganizational communication, and enhance communication and follow-up with customers?

A) selling technology and automation
B) productivity improvement software
C) a professional selling skills toolbox
D) total quality management (TQM)

Question 61

When in the tapping technology and automation stage of self-leadership, which of the following would a salesperson looking to have access to detailed historical customer account information from anywhere at any time most likely be interested in?

A) mobile salesperson CRM solutions
B) deal analytics
C) portfolio analysis programs
D) the Internet, intranets, and extranets

Question 62

Bilal is a new salesperson for a pharmaceutical wholesale distributor that sells a wide variety of diverse products, many of which he does not have a strong technical background in. To be successful selling in this environment, which of the following internal partnerships should Bilal look to develop?

A) sales partnerships
B) marketing partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 63

Setting goals and objectives is a critical component of self-leadership.

Question 64

According to the textbook, self-leadership is about working smarter, not harder.

Question 65

"Having the top territory in the company" is an example of an effective goal.

Question 66

According to the textbook, which of the following best summarizes the teamwork skills a salesperson needs to learn in order to reap the benefits of synergistic teamwork?

A) empathy, consideration, and integrity
B) motivation, understanding, and communication
C) trust, reliability, and resilience
D) persuasion, cooperation, and resourcefulness

Question 67

What is the collective term for "smart" salesforce automation tools that analyze data on past customer behaviour, cross-selling opportunities, and demographics to identify areas of opportunity?

A) mobile sales technologies
B) cloud computing
C) data-mining software
D) deal analytics

Question 68

The first stage of self-leadership is territory analysis.

Question 69

According to the textbook, to reap the benefits of synergistic teamwork, which of the following does a salesperson needs to build internal relationships based on?

A) reciprocal trust
B) mutually exclusive objectives
C) parallel deadlines and priorities
D) high levels of customer satisfaction

Question 70

As customer expectations and needs have increased in complexity, which of the following have selling organizations used to provide high levels of customer service?

A) self-service
B) technology solutions
C) teamwork
D) menu-driven pricing

Question 71

Yves is a salesperson working in an industry where generating high levels of customer satisfaction is necessary to ensure customer retention. Which of the following internal partnerships would Yves be wise to develop?

A) shipping and transportation partnerships
B) customer service partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 72

Mitchell is a salesperson for a large manufacturer that sells to a wide variety of retailers, which often require integrated solutions to meet their needs over the long term. To be successful selling in this environment, which of the following internal partnerships should Mitchell look to develop?

A) sales partnerships
B) marketing partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 73

The first step in practising self-leadership is to develop a plan to be successful.

Question 74

Which of the following statements best describes how successful teamwork usually results in synergy?

A) The outcomes and results are greater for all parties than would be possible with multiple individuals acting independently of one another.
B) Working in teams saves energy.
C) The output of the individuals is combined or "synthesized" to increase productivity.
D) The outcomes and results are evenly shared among members, resulting in greater harmony than would be possible with multiple individuals acting independently of one another.

Question 75

Ivan is a salesperson for a large farm equipment manufacturer that sells to a wide variety of distributors, which are characterized by rapidly changing needs in response to their customer requests. To be successful selling in this environment, which of the following internal partnerships should Ivan look to develop?

A) sales partnerships
B) marketing partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 76

In today's increasingly complex selling environments, which of the following best summarizes why a salesperson should put effort into developing good internal relationships?

A) Research has shown that customers prefer to deal with a salesperson with the capability of developing good working relationships.
B) A salesperson's success depends on the degree of support he or she receives from others in the various functional areas of the organization.
C) It is important for a salesperson to get along with anyone in the prospect's organization that he or she may come in contact with.
D) Research has shown that success in developing internal relationships translates into successful external relationships.

Question 77

Nina is a salesperson in the parts division of an automotive manufacturer that sells through an exclusive dealer network. To maintain high levels of customer satisfaction, parts availability is a top priority for both the manufacturer and dealer. To be successful selling in this environment, which of the following internal partnerships should Nina look to develop?

A) shipping and transportation partnerships
B) marketing partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 78

When in the tapping technology and automation stage of self-leadership, which of the following would an organization looking to provide salespeople and customers with secure access to detailed product, service, and account information from anywhere at any time most likely be interested in?

A) mobile salesperson CRM solutions
B) deal analytics
C) portfolio analysis programs
D) the Internet, intranets, and extranets

Question 79

Sven is a salesperson for a financial services provider that sells to a wide variety of retailers, many of which require special credit and billing arrangements to suit the seasonality of the industries in which they compete. To be successful selling in this environment, which of the following internal partnerships should Sven look to develop?

A) customer service partnerships
B) marketing partnerships
C) design and manufacturing partnerships
D) administrative support partnerships

Question 80

What is the term for wireless broadband applications that enable users to view, create, and modify data on any Internet-capable devices such as smartphones, netbooks, and laptop computers?

A) mobile salesperson CRM solutions
B) cloud computing
C) deal analytics
D) portfolio analytics