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

Question 1

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

Answer 1

True

Question 2

Experienced salespeople do not encounter job related stress.

Answer 2

False

Question 3

There is little relationship between time spent in face-to-face selling situations and sales volume.

Answer 3

False

Question 4

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

Question 5

More time can be spent on face-to-face selling with improved time and territory management.

Question 6

Call reports should include buying-behavioral information about the customers and customer profiles instead of simply documenting number of calls made and the number of proposals written.

Question 7

Setting goals can be an effective motivational force for salespeople.

Question 8

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

Question 9

Tom Jones Inc.currently buys goods worth $ 2000 a year whereas their sales potential is $ 3000.Mr.Mike's Pizza buys goods $ 1000 worth currently but their sales potential is $ 3000.An effective salesperson should spend more time selling to Mr.Mike's Pizza.

Question 10

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

Question 11

Research indicates that people who face job-related stress with a positive attitude fare better than those who face it with negative attitude.

Question 12

The telephone has proven to be a good method of making appointments and expressing appreciation,but it is not an effective method to keep customers informed.

Question 13

"I want to become very successful",is an effective way of stating a goal.

Question 14

Preparing daily to-do lists is a form of time management strategy.

Question 15

Opportunity management involves managing time,managing territory,managing records and managing stress.

Question 16

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

Question 17

"Floaters" are inefficient salespeople who "float" around without direction,often as the result of failing to plan their activities.

Question 18

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

Question 19

Time management requires an attitude change because time wasting is usually a habit.

Question 20

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

Question 21

The most important aspect of time management is:

A)keeping a time log.
B)working a minimum of eight hours a day.
C)having a firm schedule and following it.
D)knowing what your goals are.
E)reducing stress.

Question 22

Some amount of stress is necessary for motivation.

Question 23

Sales territories can be classified according to the sales potential of customers.

Question 24

Mabel wants to figure out why she always runs out of time and cannot complete her sales calls in the week.She decides to:

A)skip her lunch breaks.
B)rule out difficult sales.
C)work late.
D)visit established clients first.
E)keep a time log.

Question 25

Sales territories are often classified according to:

A)income.
B)age.
C)competitive advantage.
D)gender.
E)sales potential.

Question 26

Ross wants to ensure efficient and effective account coverage.He can accomplish this by developing a(an):

A)set of goals.
B)sales call plan.
C)daily schedule.
D)set an action plan.
E)stress reduction plan.

Question 27

When you set goals,the goals should be:

A)vague.
B)general.
C)reflective of your values.
D)reflective of your customer's values.
E)rigid.

Question 28

To relieve bodily symptoms when under stress individuals may engage in:

A)the Adrenaline response.
B)the do-nothing response.
C)Yoga
D)the flight or fight response.
E)De-stress response.

Question 29

Martin finds that his stress levels have increased dramatically since he started his new position as a regional sales manager.His doctor recommended he relieve stress by:

A)working a different job
B)taking early retirement
C)starting an exercise program
D)increasing his sugar levels for increased energy
E)increasing his caffeine levels for increased energy

Question 30

There is a trend of including more qualitative information on customers; such as their buying behaviour,instead of simple quantitative information,such as the number of calls made each day in the call reports.

Question 31

Mocha wants to best utilize her time each day.She does this by:

A)reducing her stress.
B)starting early and working late.
C)avoiding clients who are too demanding.
D)limiting social activities during the work-day.
E)setting a daily plan.

Question 32

A good way to classify customers is based on:

A)needs analysis.
B)amount of travel time required to serve the customers.
C)potential sales volume.
D)communication styles.
E)dominant buying motives.

Question 33

The geographic area where customers reside is called a(an):

A)zone
B)territory
C)location
D)sales area
E)organized area

Question 34

Which of the following could be considered "floaters"?

A)Pens
B)Post-it notes
C)Technical specialists
D)Salespeople
E)Computers

Question 35

Often companies use ________ to evaluate a sales representative's performance.

A)customer comments
B)sales records
C)call reports
D)closing stats.
E)travel expense records

Question 36

Rhonda's large territory makes it difficult for her to keep track of what happens on each sales visit.She can keep better track by using:

A)a notebook.
B)sales call plans.
C)call reports.
D)a computer.
E)customer profile cards.

Question 37

The non-routine nature of sales makes selling a stressful occupation.

Question 38

How can a sales representative increase sales volume?

A)reduce stress
B)use communication-style flexing
C)spend more time in face-to-face selling situations
D)work harder
E)use more trial closes

Question 39

Outlook for sales representatives is very important when dealing with stress.Researchers have shown what type of outlook helps deal with stress best?

A)pessimistic
B)fatalistic
C)neutral
D)optimistic
E)unrealistic

Question 40

The objective of classifying customers into sales territories is to be able to serve customers conveniently and economically.

Question 41

Customer A is currently purchasing about $5000 worth of office supplies from you each year,but potential sales for this customer amount to about $7000.Customer B currently purchases $3000 worth of office supplies each year,but potential sales amount to about $4000.As you develop your routing and scheduling plan,it would be best to:

A)spend the same amount of time with each customer.
B)spend more time with customer A.
C)spend more time with customer B.
D)look for new customers.
E)spend less time with these two customers.

Question 42

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

A)have a written record of where you have been and where you are going.
B)increase actual selling time by reducing travel time.
C)determine the geographical distribution of customers.
D)initiate new contacts with potential customers.
E)create another list of things to be accomplished.

Question 43

A moderate amount of stress is:

A)a good motivator.
B)dangerous because it could build up.
C)a barrier to sales success.
D)harmful to clear thinking and creativity.
E)unhealthy.

Question 44

Companies such as Husky Injection Molding Systems Ltd.provide employees with a wellness room.The objective of this is to:

A)to help employees de-stress.
B)to make employees feel important.
C)be on par with their competitors in terms of providing a good work environment.
D)provide benefits to the employees.
E)to create a luxurious work environment.

Question 45

All of the following are true statements regarding the use of the telephone in selling except:

A)The telephone should be used exclusively to handle marginal accounts.
B)Some customers prefer telephone contact for certain types of business transactions.
C)The telephone provides instant communication at a low cost.
D)The telephone is an effective way to keep the customer informed.
E)Telephones can be used to build customer goodwill.

Question 46

The two major methods for salespeople to increase their sales volume are by becoming a more effective salesperson and by:

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

Question 47

A good policy concerning record keeping is to:

A)require written responses instead of substituting checkmarks.
B)retain all receipts and records for a period of three years before discarding.
C)keep track of all events that occur during the selling day.
D)never require a record that does not provide positive benefits to someone in the sales process.
E)record only those details that cannot be committed to memory.

Question 48

A barrier to effective time management is:

A)information.
B)knowledge.
C)stress.
D)culture.
E)commitment.

Question 49

Tonya takes information from her routing and scheduling plan to develop a:

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

Question 50

An outcome of too much information in the technological age is:

A)increased productivity.
B)scheduling and prioritizing.
C)time management.
D)uncompetitive behavior.
E)stress.

Question 51

The major purpose of a call report is to:

A)record the time and date of all phone calls.
B)provide a precise record of purchases by each customer.
C)provide a summary of what happened during the call and an indication of what future action is required.
D)provide a summary of your activities.
E)provide a summary of time spent with each customer.

Question 52

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

A)number of customers.
B)prospects for new accounts.
C)experience of the salesperson.
D)sales potential.
E)geographical considerations.

Question 53

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

A)Develop a routing plan that is based solely on geographical considerations.
B)Develop a routing plan that is based solely on potential sales volume.
C)Develop a routing plan that allows for good coffee breaks and lunch stops.
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 54

Good record-keeping systems which allow sales people to check their own progress also help in achieving set goals.This is because the goals can be:

A)specified.
B)attained.
C)tracked.
D)recognized.
E)realized.

Question 55

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

A)maintain an optimistic outlook.
B)initiate a crusade to alleviate all sources of stress.
C)take a day off,and when you are refreshed,"go back at it."
D)choose the "fight" or "flight" response.
E)throw yourself with renewed vigor into the job.

Question 56

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

A)Develop a schedule that best accommodates your personal and professional needs.
B)If your territory is quite large,consider organizing it into smaller subdivisions.
C)Develop a routing plan that gives equal attention to each customer.
D)Develop a routing plan based on the communication-styles of the customers.
E)Avoid scheduling tentative calls which may be distracting.

Question 57

Headaches,loss of appetite and fatigue are signs of:

A)psychological problems.
B)mental health problems.
C)stress.
D)physical problems.
E)lack of motivation.

Question 58

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

A)reduce the time spent with each prospect by 25 percent.
B)reduce time spent on prospecting.
C)delegate all recordkeeping activities.
D)maintain a log of how time is spent during a typical week in order to identify wasted time.
E)work harder.

Question 59

An increase in use of telephone calls,e-mails and voice mails etc.in sales is the result of:

A)belief in the concept "time is money"
B)increased levels of stress in salespeople.
C)increased cost of selling.
D)globalization.
E)customer preference to minimize interruptions.

Question 60

When drawing up a daily to-do list,a salesperson should:

A)refer to the previous day's log for unaccomplished activities.
B)record approximately twice as many activities as you realistically expect to accomplish.
C)only list those items that are most likely to get accomplished.
D)rank activities in priority order of importance.
E)avoid listing more than five items.

Question 61

A goal such a "I want to sell more" is not good because it is:

A)too vague.
B)not reachable.
C)too ambitious.
D)not relevant.
E)too specific.

Question 62

Classifying customers according to geographic area or sales potential is called:

A)customer management.
B)territory management.
C)market segmentation.
D)target marketing.
E)sales management.

Question 63

In an effort to improve customer relationship management,salespeople are including more __________ about the customers,such as their buying behaviours and perceptions in the call reports.

A)technical information
B)practical information
C)analytical information
D)qualitative information
E)quantitative information

Question 64

__________ stress helps to keep us motivated.

A)Emotional
B)High level of
C)Physical
D)Zero amount of
E)Some amount of

Question 65

A __________ is a group of customers and potential customers that can be called on conveniently.

Question 66

For goals to be effective,they must be:

A)specific.
B)achievable.
C)clear.
D)measurable.
E)all of the above

Question 67

__________ is the response of your body and/or mind to demands on it,in the form of either physiological or psychological strain.

Question 68

Sales territories can be classified according to:

A)line of business.
B)geography.
C)sales potential.
D)sales volume
E)all of the above

Question 69

People who waste time:

A)learn that habit.
B)can never over come that habit.
C)see time as a infinite resource.
D)are born with that trait.
E)are not financially motivated.

Question 70

An effective strategy to assess time expenditure on various activities is by keeping a:

A)time log.
B)sales journal.
C)sales manual.
D)customer database.
E)sales call planner.

Question 71

Martina spends 80% of her time calling on the most productive customers and the remaining 20% of the time on smaller accounts.She is practicing:

A)effective schedule planning.
B)target marketing.
C)effective time management.
D)strategic selling.
E)the classic principle of marketing; the 80/20 rule.

Question 72

Setting a series of personal and business goals is a strategy for ________.

A)time management
B)self management
C)customer management
D)sales management
E)territory management

Question 73

Research indicates salespeople spend an average of __________ percent of their time on administrative duties and travel.

A)80
B)40
C)10
D)20
E)60

Question 74

The four-dimensional process consisting of time,territory,records and stress management is called:

A)opportunity management.
B)business management.
C)strategic management.
D)sales management.
E)customer management.

Question 75

How does goal setting help with time management?

Question 76

Stress can lead to:

A)psychological responses such as depression.
B)low productivity.
C)physiological responses such as increased blood pressure.
D)poor interpersonal relationships.
E)all of the above

Question 77

To minimize time spent on travelling between accounts,a salesperson should:

A)practise opportunity management.
B)divide customers into territories.
C)keep a time log.
D)practise time management.
E)establish a sales routing and scheduling plan.

Question 78

Developing a sales call plan improves:

A)stress management.
B)records management.
C)time management.
D)territory management.
E)all of the above

Question 79

__________ is the process you use to select,define and put into operation the expectations you have for yourself.

Question 80

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