Deck 16: Opportunity Management: the Key to Greater Sales Productivity

Question 1

When tension builds,your most effective reaction is to choose whether to use the "fight" or the "flight" response.

Answer 1

False

Question 2

Most sales and marketing firms develop territories solely on the basis of geographical considerations.

Answer 2

False

Question 3

Sales territories should,in most cases,be established on the basis of:

A) seniority of salespeople
B) prospects for new accounts
C) mature product lines
D) number of customers
E) sales potential

Answer 3

E

Question 4

The two major methods for salespeople to increase their sales volume are by improving selling effectiveness and:

A) spending more time in actual selling situations
B) dispensing with tedious recordkeeping
C) saving time with telephone calls
D) developing a series of personal goals
E) increasing prospecting activities

Question 5

Salespeople need to know what their goals are to be able to manage their time effectively.

Question 6

Getting enough quality sleep is one of the most effective strategies for managing the negative aspects of stress.

Question 7

When drawing up a daily "to do" list,a salesperson should most likely:

A) refer to the previous day's log for unaccomplished activities
B) avoid listing more than five items for one day
C) record more tasks than can be completed
D) list activities in priority order
E) rank items alphabetically

Question 8

Opportunity management consists of all of the following areas EXCEPT:

A) records management
B) territory management
C) time management
D) stress management
E) needs management

Question 9

The telephone has proven to be a good method of making appointments,keeping customers informed,and expressing appreciation,but it is an ineffective tool for building customer goodwill.

Question 10

Which of the following is a guiding principle used in establishing a sales routing and scheduling plan?

A) Develop a routing plan that gives equal attention to each customer.
B) If your territory is quite large, consider organizing it into two smaller zones.
C) Develop a schedule that best accommodates your personal and professional needs.
D) Avoid scheduling tentative calls, which may be distracting and costly.
E) Ask for assistance from other salespeople if you cannot complete your route.

Question 11

Expense records are likely to be required not only by a salesperson's own company but by a government agency.

Question 12

The starting point for effective time management is forming a new attitude toward time conservation.

Question 13

The first step in territory management is to classify all customers according to potential sales volume.

Question 14

There are no precise rules to observe in establishing a sales routing and scheduling plan.

Question 15

Keeping a time log is an ineffective method of time management.

Question 16

A daily "to do" list is a waste of time for the salesperson who has a good memory.

Question 17

Frequency of visits to established customers should generally be related to sales potential.

Question 18

Laptop computers and PDAs enable salespeople to organize information,track expenses,and maintain customer contact information.

Question 19

It is best to begin time conservation by picking one or two of the least wasteful areas and correcting those problems first.

Question 20

There is a close relationship between increased sales volume and spending more time in face-to-face selling situations.

Question 21

The sales manager most likely uses information from the routing and scheduling plan to develop a:

A) to-do list
B) weekly sales report
C) sales call plan
D) customer contact card
E) call record

Question 22

Julio Melara,top seller and motivational speaker,feels that growth and success are facilitated by having:

A) plenty of luck, and the ability to act on it
B) strong mentors who spend time with you
C) natural talent, and the discipline to maximize it
D) written goals, both personal and professional
E) a strong organization in which to grow

Question 23

Which of the following guidelines regarding territory management is most suitable?

A) Develop a routing plan that is based primarily on visiting new accounts.
B) Develop a routing plan that is based solely on potential sales volume.
C) Develop a routing plan that is based solely on geographical considerations.
D) Develop a routing plan that is based on a combination of potential sales volume and geographical considerations.
E) Visit only your best customers and ignore those with low potential sales.

Question 24

The best policy concerning recordkeeping is to:

A) retain all records for three years before discarding them
B) require written responses instead of substituting checkmarks
C) record only those details that cannot be committed to memory
D) require only records that provide positive benefits to those involved in the sales process
E) require records on all details and processes in order to maintain sales process discipline

Question 25

Which of the following should LEAST likely be kept by salespeople?

A) shipping labels
B) customer files
C) call reports
D) expense records
E) sales records

Question 26

What is a primary reason for requiring sales reports?

A) monitor personal selling
B) facilitate customer service
C) reimburse travel expenditures
D) evaluate a salesperson's close
E) analyze a salesperson's performance

Question 27

A sales call plan is:

A) a daily action plan initiated by the salesperson
B) a weekly action plan, often initiated by the sales manager
C) a monthly action plan, initiated by the salesperson
D) a record of sales calls that have been made in the previous month
E) a record of sales calls that are to be made that day

Question 28

Which of the following would LEAST likely be included in a firm's CRM system?

A) weekly sales call plans
B) stress management techniques
C) monthly planning calendar
D) sales meeting notes
E) customer information

Question 29

Salespeople are most likely similar to entrepreneurs in that both of them must practice:

A) long-term financial planning
B) effective recruiting abilities
C) multiplatform operations
D) presentation skills
E) self-management

Question 30

On average,salespeople spend most of their work time on:

A) sales meetings and conference calls
B) administrative tasks and travel
C) face-to-face selling
D) customer follow-up
E) prospecting

Question 31

The primary objective of a sales routing and scheduling plan is to:

A) increase actual selling time by reducing travel time
B) have a written record of where you have been and where you are going
C) determine the geographical distribution of customers
D) initiate new contacts with potential customers
E) visualize your territory on a map

Question 32

The major purpose of a call report is to:

A) record the time and date of all phone calls
B) record the contact information of the customers the salesperson is due to call that day
C) provide a summary of time spent with each customer
D) provide a precise record of purchases by each customer
E) provide a summary of what happened during the call and an indication of what future action is required

Question 33

One of the best ways to gain more time is to:

A) delegate all recordkeeping activities to subordinates
B) record how time is spent during a typical week
C) reduce time spent on prospecting for new clients
D) reduce time spent with each prospect by half
E) engage frequently in long-term sales strategies

Question 34

According to self-management experts,every moment spent planning saves how many minutes in execution?

A) one to two
B) two to three
C) three to four
D) four to five
E) five to six

Question 35

Which of the following is a true statement regarding the appropriate use of the telephone in selling?

A) The telephone is an ineffective and time-consuming way to keep the customer informed.
B) The telephone provides instant communication at a lower cost than other methods.
C) The telephone is beneficial for building customer goodwill after a sale.
D) The telephone is preferred over email by nearly all customers.
E) The telephone should rarely be used to thank a customer.

Question 36

One of the most effective methods of dealing with stress is to:

A) choose the "flight" response
B) maintain an optimistic outlook
C) initiate a crusade to alleviate all sources of stress
D) throw yourself with renewed vigor into your job
E) set up a home office so you can work more frequently

Question 37

Which is true of doing business in Belgium?

A) Speaking Dutch will help you in the Flanders area.
B) Speaking French will help you north of Brussels.
C) One selling strategy will work for the entire country.
D) Dutch is spoken in the Wallonia area in the south of the country.
E) Belgians prefer to communicate in business English.

Question 38

Many salespeople schedule routing by using the 80/20 rule,meaning:

A) 80 percent of their time on calls from the office and 20 percent on face-to-face calls
B) 80 percent of their time on face-to-face calls and 20 percent on calls from the office
C) 80 percent of their time on larger accounts and 20 percent on less profitable accounts
D) 80 percent of their time on calls and 20 percent on prospecting
E) 80 percent of their time on sales activities and 20 percent on paperwork

Question 39

One of the simplest ways a salesperson can practice time management skills is to create a(n):

A) daily to-do list
B) personal Web site
C) written file card system
D) mentoring relationship with a senior salesperson
E) support group of salespeople to keep each other on track

Question 40

Salespeople with families can most likely balance work and family obligations by:

A) traveling on the same days every month
B) working for firms that sell services instead of products
C) working for an organization that offers maternity leave
D) delaying marriage and children until establishing a career
E) maintaining a home office and communicating with clients remotely

Question 41

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts clients and prospects by phone, email, text, and in person. He enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount of travel he must do.
Jameson's territory stretches over eight states and two time zones.What is the first step Jameson should take to manage his sales territory?

A) develop a routing plan
B) classify his customers
C) create a scheduling plan
D) identify potential prospects
E) create a sales call plan for management

Question 42

Which of the following is an effective way to manage stress?

A) Increase the focus on job tasks.
B) Work from home less frequently.
C) Maintain a realistic outlook to avoid disappointment.
D) Practice healthy emotional expression.
E) Fight or ignore most major problems.

Question 43

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Victoria Canning is an inside sales representative with Braeden Innovations. As an inside sales representative, she makes sales presentations via webinar and contacts clients and prospects by phone, email, and instant messaging, all from her home office. She says the best thing about her job is having a fulfilling professional career but never having to commute to an office.
Victoria needs to organize her territory.Which categories would make the most sense for Victoria to use to organize her territory to schedule her calls most efficiently?

A) zip code and type of organization
B) time zone and size of organization
C) time zone and zip code
D) zip code and contact's position in the organization
E) area code and contact's position in the organization

Question 44

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Victoria Canning is an inside sales representative with Braeden Innovations. As an inside sales representative, she makes sales presentations via webinar and contacts clients and prospects by phone, email, and instant messaging, all from her home office. She says the best thing about her job is having a fulfilling professional career but never having to commute to an office.
Which of the following would most likely help Victoria manage her time effectively?

A) preparing a "to do" list each day and prioritizing tasks
B) creating a monthly sales log to submit to her manager
C) making notes of customers she calls each week
D) contacting customers by e-mail and text
E) maintaining a separate home office telephone

Question 45

List the guiding principles that can be used to develop a routing and scheduling plan.

Question 46

Sound time management techniques can pave the way to greater sales productivity.List and discuss four time-saving techniques used by time-conscious people in all walks of life.

Question 47

A(n)________ is the geographic area where prospects and customers reside.

Question 48

An external stimulus called a stressor and the physical and emotional responses to that stimulus are called:

A) emotionalism
B) tension
C) hypertension
D) stress
E) stimulus syndrome

Question 49

The fight or flight response is a typical response to:

A) pessimism
B) physical pain
C) stress
D) organizational culture
E) office politics

Question 50

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Victoria Canning is an inside sales representative with Braeden Innovations. As an inside sales representative, she makes sales presentations via webinar and contacts clients and prospects by phone, email, and instant messaging, all from her home office. She says the best thing about her job is having a fulfilling professional career but never having to commute to an office.
Because Victoria and the account manager she partners with are not in the same space but need to have access to the same information,it is vital that they both use:

A) the same type of computer, so they can share files seamlessly
B) a web conferencing system that allows them to show each other files and documents
C) mobile phones that allow them to send and receive text messages instead of landlines that do not allow for text messaging
D) a computerized, Internet-based CRM system that allows them both to enter and access information about their clients
E) the same email client so they can read emails from each other

Question 51

________ is a four-dimensional process consisting of time management,territory management,records management,and stress management.

Question 52

Maintaining accurate sales records can help a salesperson by putting current sales into:

A) arrears
B) escrow
C) danger
D) territories
E) perspective

Question 53

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts clients and prospects by phone, email, text, and in person. He enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount of travel he must do.
Since Jameson flies to many of his sales calls,it is far more efficient,from a time and expense standpoint,to schedule multiple calls in the same airplane trip.Once Jameson develops a routing plan for a specific trip,he should then:

A) complete a travel expense report to ensure reimbursement
B) develop the same presentation for all customers in the area
C) notify customers of his anticipated arrival time
D) focus on visiting small accounts in the area
E) plan as many cold calls as possible

Question 54

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts clients and prospects by phone, email, text, and in person. He enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount of travel he must do.
Since Jameson has to coordinate airline flights,rental car information,prospect addresses,contact information and appointment times,and emails and voicemails from current clients,all while in transit,he would most likely benefit from a(n):

A) assistant
B) laptop
C) Rolodex
D) smartphone
E) atlas

Question 55

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Victoria Canning is an inside sales representative with Braeden Innovations. As an inside sales representative, she makes sales presentations via webinar and contacts clients and prospects by phone, email, and instant messaging, all from her home office. She says the best thing about her job is having a fulfilling professional career but never having to commute to an office.
Which of the following would answer the phone for Victoria when she is having a conference with a client?

A) fax machine
B) electronic mail
C) voice mail system
D) audiovisual equipment
E) personal digital assistant

Question 56

A(n)________ is a weekly action plan that is used to record planned and completed sales calls.

Question 57

The primary objective of a sales ________ and scheduling plan is to increase actual face-to-face selling.

Question 58

________ refers to two simultaneous events: an external stimulus called a stressor,and the physical and emotional responses to that stimulus.

Question 59

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Victoria Canning is an inside sales representative with Braeden Innovations. As an inside sales representative, she makes sales presentations via webinar and contacts clients and prospects by phone, email, and instant messaging, all from her home office. She says the best thing about her job is having a fulfilling professional career but never having to commute to an office.
An unfortunate by-product of working from home is that Victoria's work can blend into her personal space and time.In order to minimize stress,she should most likely:

A) maintain a sales call report to ensure long-term job satisfaction
B) ignore minor and major problems to avoid being overwhelmed
C) hold a realistic outlook about task management duties
D) consider working fewer hours or accept a demotion
E) establish strict working hours in a home office

Question 60

Which of the following would LEAST likely eliminate stress in a short amount of time?

A) visualizing a vacation spot
B) organizing a schedule
C) walking outside
D) napping after lunch
E) having a massage

Question 61

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts clients and prospects by phone, email, text, and in person. He enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount of travel he must do.
One of Jameson's biggest challenges is keeping track of expense reports and reimbursements.Braeden's policy is to have employees pay for expenses and then reimburse them when they submit receipts for their expenses.To make sure he is reimbursed for his trip expenses,Jameson should:

A) ask the sales department's administrative assistant to complete and submit the reports when she has a chance
B) invest in a machine that scans his receipts in so he can print out copies of them when he returns from his trip
C) email his manager and cc the accounting department every week with a list of outstanding reimbursements
D) take an online course in Excel to get better at keeping track of his expenses
E) submit his expense reports and receipts immediately after completing each trip

Question 62

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Po Komacho is a trade sales representative with Braeden Innovations. As a trade sales representative, she promotes the company and its products to software resellers and supports their sales representatives in selling Braeden's software to clients. A large part of her job involves attending industry trade shows and working at the Braeden Innovations booth at the exhibit hall of the trade show.
Although Po lacks the stress of meeting a sales quota,she experiences stress related to scheduling.Which of the following would most likely relieve Po's stress?

A) reducing her territory from two to one
B) exercising and sleeping regularly
C) filing expense reports promptly
D) using a personal digital assistant
E) conducing fewer follow-up calls

Question 63

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Po Komacho is a trade sales representative with Braeden Innovations. As a trade sales representative, she promotes the company and its products to software resellers and supports their sales representatives in selling Braeden's software to clients. A large part of her job involves attending industry trade shows and working at the Braeden Innovations booth at the exhibit hall of the trade show.
Since Po covers both trade shows and resellers,it make most sense for her to organize her territory by:

A) date of trade show and location of reseller
B) date of trade show and complexity of reseller
C) time zone of trade show and time zone of reseller
D) size of trade show and size of reseller
E) size of trade show and zip code of reseller

Question 64

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Jameson Kilpatrick is a field sales representative with Braeden Innovations. As a field sales representative, he makes sales presentations in person and contacts clients and prospects by phone, email, text, and in person. He enjoys the variety of his daily schedule, but is occasionally overwhelmed by the amount of travel he must do.
One of the most stressful aspects of Jameson's life is scheduling his required work travel and still being present at home for his wife and children,who have expressed that they hate not knowing for sure when he will be home.Which of the following would most likely enable Jameson to balance home and career better?

A) telecommuting part of the week from a home office
B) relying on the inside sales team to develop prospects
C) sending form letters to customers and prospects
D) segmenting his territory into two smaller sections
E) seeking a mentor on the sales team

Question 65

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Po Komacho is a trade sales representative with Braeden Innovations. As a trade sales representative, she promotes the company and its products to software resellers and supports their sales representatives in selling Braeden's software to clients. A large part of her job involves attending industry trade shows and working at the Braeden Innovations booth at the exhibit hall of the trade show.
Because Po is not meeting with prospects,her time is divided into 2-3 day blocks of attending trade shows or training resellers.Which of the following is most likely true?

A) Po has a flexible job so maintaining a schedule is unrealistic.
B) Po should rely on floaters to record appointments and deadlines.
C) Po's situation is too unusual to fit into appointment calendars.
D) Po should return emails promptly but return calls every few days.
E) Po should plan to return emails and calls within her larger time blocks.

Question 66

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Po Komacho is a trade sales representative with Braeden Innovations. As a trade sales representative, she promotes the company and its products to software resellers and supports their sales representatives in selling Braeden's software to clients. A large part of her job involves attending industry trade shows and working at the Braeden Innovations booth at the exhibit hall of the trade show.
Po has a bigger challenge in keeping track of brochures and literature than do other types of sales representatives.Which of the following would most likely enable Po to organize her selling tools better?

A) CRM system
B) territorial organization
C) portable filing system
D) computer scanning equipment
E) strategic partnership planning

Question 67

Braeden Innovations is a company that sells database systems and software integration packages to schools and universities. Po Komacho is a trade sales representative with Braeden Innovations. As a trade sales representative, she promotes the company and its products to software resellers and supports their sales representatives in selling Braeden's software to clients. A large part of her job involves attending industry trade shows and working at the Braeden Innovations booth at the exhibit hall of the trade show.
Po does not sell directly to clients,but she is still responsible for keeping track of the interactions she has with resellers.Where should she keep track of these interactions?

A) in the notepad of her smartphone
B) in a spiral-bound notebook she keeps in her laptop bag
C) in a file on her laptop computer
D) in her company's computerized CRM system
E) in a monthly email to her manager