Deck 8: Planning the Sales Call Is a Must

Question 1

A salesperson can have a successful sales call without making a sale.

Answer 1

True
Explanation: A sales call is successful if a customer is helped in some way by the salesperson, which may or may not involve making a sale.

Question 2

According to surveys,there has been a shift in recent years from collaborative relationships between sellers and buyers to more adversarial arrangements.

Answer 2

False
Explanation: Salespeople and customers say that a significant shift has occurred in their expectations of the outcome of sales agreements-from the adversarial win-lose to the more collaborative "win-win" arrangement. To achieve a mutually beneficial agreement, salespeople and customers must work together to develop a common understanding of the issues and challenges at hand.

Question 3

Purpose is a list of plans,goals,or objectives that differ from one sales call to another.

Answer 3

False
Explanation: Purpose is not a list of plans, goals, or objectives that differ from one sales call to another. Purpose is a constant truth that guides your business life and directs how you approach each sales call.

Question 4

The best possible sales call objective is to get an order because it reflects the salesperson's self-confidence and a specific goal.

Question 5

According to the text,empathy and kindness are the primary bridges between buyer and seller.

Question 6

Nervousness is a normal component of giving sales presentations,and there is nothing that can be done to reduce it.

Question 7

Planning a sales call reflects professionalism and generally increases sales.

Question 8

A plan is a method of achieving an end.

Question 9

Mutual goals of customers and sales organizations include increasing sales and profits.

Question 10

Planning can greatly reduce a salesperson's nervousness before a sales presentation.

Question 11

The better a salesperson is at creatively marshaling all available resources to address a customer's strategic needs,the stronger the customer relationship becomes.

Question 12

A SMART sales call objective is specific,measurable,actionable,reliable,and temporary.

Question 13

Successful people have a tendency to make,implement,and evaluate plans.

Question 14

When planning a sales call,the customer profile should be developed first and then based on the customer profile,the sales call objectives should be determined.

Question 15

An effective salesperson should always prepare the sales presentation before developing the customer profile and benefits.

Question 16

The sales call objective should be directly beneficial to the customer.

Question 17

The ability of a salesperson to provide a "standard" solution for all customers is critical today.

Question 18

The customer profile of a firm should tell a salesperson which competitors successfully do business with the firm.

Question 19

The purpose of the strategic customer relationship between a salesperson and a customer is the joint pursuit of mutual goals.

Question 20

Planning is synonymous with the approach stage of the sales process.

Question 21

A suggested purchase order should accompany your business proposition and marketing plan.

Question 22

With reference to the prospect's five mental steps in buying,the first step is the desire to buy the product.

Question 23

Closing the sale can be the easiest step in the sales presentation if the previous steps have been followed well.

Question 24

When a salesperson has determined that a prospect is in the desire stage of the mental buying process,then the salesperson should attempt to close.

Question 25

The main reason a prospect purchases your product is that its benefits fulfill certain needs or solve certain problems.

Question 26

The last step in planning your sales call is to develop a marketing plan for the prospect.

Question 27

It is impractical to get information about a prospective buyer through personal contacts with the company.

Question 28

During the _____ stage,the salesperson plans the sales presentation.

A) preapproach
B) trial close
C) follow-up
D) approach
E) value analysis

Question 29

Nordstrom,the fashion retailer,is installing software in its 137 stores that will help the company gather customer preferences and product information.The software will assist the store's salespeople to understand each customer as a person with unique wants and needs.Nordstrom is helping its salespeople create _____ with the store's customers.

A) transactional relationships
B) exchange-oriented dependency
C) symbiotic relationships
D) strategic customer relationships
E) joint decision-making alliances

Question 30

_____ is often referred to as the preapproach.

A) Presentation
B) Trial close
C) Planning
D) Targeting
E) Evaluation

Question 31

When Bruce Compton selects the features and advantages of a product that he will present to a prospect,Bruce is working on step three of a customer benefit plan.

Question 32

To keep from creating a sales bias,a customer profile typically contains no information about a prospect's buying history.

Question 33

The five mental steps of buying in order are attention,interest,desire,conviction,and purchase.

Question 34

According to the Golden Rule of Selling,your primary purpose for any sales call should be to:

A) determine who has the authority and the ability to be a buyer.
B) create a long-term relationship with all prospects.
C) meet and provide help to a prospect.
D) sell a product to every prospect.
E) qualify leads efficiently.

Question 35

Which term refers to a formal relationship between a salesperson and a customer for the purpose of pursuing mutual goals?

A) Transactional relationship
B) Exchange-oriented dependency
C) Symbiotic relationship
D) Strategic customer relationship
E) Joint decision-making alliance

Question 36

The FAB formula helps a salesperson increase a prospect's desire for a product.

Question 37

Value analysis is an example of a business proposition for an industrial product.

Question 38

Before developing your presentation,you need to determine the prospect to call on and make an appointment.

Question 39

A salesperson knows that a prospect's desire for a product is solidified when the potential buyer asks a question about price.

Question 40

The customer benefit plan contains the nucleus of the information used in a salesperson's sales presentation.

Question 41

What is most likely needed in order to develop a customer benefit plan?

A) Rehearsed preapproach
B) Industry practicees
C) Customer profile
D) Client referrals
E) Marketing strategy

Question 42

Sasha sells how-to books and is going on a sales call to a local bookstore.Sasha knows the purchasing policies of the store,the person responsible for buying decisions,and the financial terms required by the store. Such information can be found in Sasha's:

A) sales call objective.
B) marketing plan.
C) competitive portfolio.
D) customer profile.
E) business proposition.

Question 43

In a SMART sales call objective,the "T" refers to the fact that the objective should:

A) be timed.
B) have a technical-orientation.
C) be tested.
D) have a targeted rate of return.
E) describe trade areas.

Question 44

A sales call objective:

A) reduces the flexibility of the presentation.
B) always needs elaborate planning.
C) reduces the focus of a sales persons efforts.
D) cannot be changed once fixed.
E) needs to be as specific as possible.

Question 45

Jack,an office supply salesperson,recently called on a customer who was trying to select photos to include in a catalog.The customer wanted to look at the 10 photos side-by-side for comparison,but his easel was too small and the cinderblock walls in the office would not hold tacks or tape.The customer explained that the situation was a regular issue for him.Jack obtained a roll of cork and a can of cork glue to convert an office wall into a giant bulletin board.In this instance,Jack acted as a(n):

A) tactical partner.
B) creative problem solver.
C) low-involvement decision maker.
D) transactional partner.
E) exchange creator.

Question 46

All of the following hold true of the customer relationship model EXCEPT:

A) it requires consultative selling.
B) a buyer's strategic needs are linked to a salesperson's creative solutions.
C) the relationship is expected to be short-term.
D) the relationship must be mutually beneficial for the buyer and the seller.
E) both customers and sellers accomplish their goals.

Question 47

The four components of sales call planning,in their correct order,are:

A) customer profile, sales call objective, sales presentation, sales benefit.
B) sales call objective, customer profile, customer benefit plan, and sales presentation.
C) customer profile, sales call objective, customer benefit plan, and sales presentation.
D) sales call objective, customer benefit plan, customer profile, and sales presentation.
E) customer preapproach, customer profile, customer sales call objective, and sales presentation.

Question 48

Which of the following is the most likely reason that salespeople plan their sales calls?

A) Shortening the sales presentation
B) Overcoming customer objections
C) Establishing professionalism
D) Utilizing new technologies
E) Training new employees

Question 49

Which of the following statements is most likely true?

A) Selling is a highly complex process.
B) Selling is easy to do on a consistent basis.
C) A sales call must move systematically toward a sale.
D) Selling begins with negating a precall sales objective.
E) Elaborate planning is necessary before making a sales call.

Question 50

Lev Knossos sells high tech equipment and software to companies in Greece.When he first started selling to Greek businesses,he was told that the Greek market lagged behind others in the use of technology.After conducting research,Knossos visited the Commercial Bank of Greece and explained how his products could create Web pages for the bank and facilitate banking transactions.By applying his product knowledge to solve a technology issue that he identified,Knossos took the role of:

A) tactical partner.
B) creative problem solver.
C) low-involvement decision maker.
D) transactional partner.
E) exchange creator.

Question 51

A(n)_____ has the ability to develop and combine nontraditional alternatives to meet the specific needs of the customer.

A) tactical partner
B) creative problem solver
C) quick decision-maker
D) transactional partner
E) exchange innovator

Question 52

Which term refers to the main purpose of a salesperson's contact with a prospect?

A) Sales call objective
B) Sales mission
C) Organization profile
D) Marketing goal
E) Corporate mission

Question 53

Avi sells paint to shops that repair wrecked vehicles.When Avi called on Elwood Body Shop,he wanted to sell the body shop owner six cases of his company's base coating paint.In terms of the acronym SMART,Avi's objective:

A) could not be measured.
B) was not readily achievable.
C) did not have a valid order size.
D) was missing the time component.
E) met all call objective requirements.

Question 54

Garth sells spray booths for repainting vehicles to shops that repair wrecked vehicles.The spray booths are used for painting cars and trucks and come in a variety of sizes.The spray booths are used to contain the paint and to protect the car surface while the paint is drying.When Garth called on Elwood Body Shop,his _____ was to sell the body shop owner one of his company's taller spray booths designed for trucks.

A) selling proposition
B) marketing plan
C) sales call objective
D) FAB plan
E) customer profile goal

Question 55

A salesperson engaged in sales call planning should:

A) create flexible sales call objectives.
B) develop a customer benefit plan.
C) conduct vendor analyses.
D) join a sales lead club.
E) use e-prospecting.

Question 56

Aaron is nervous about going on his first sales call.Which of the following would be the best advice to give Aaron?

A) "Ignore customer objections."
B) "Focus only on the competition."
C) "Carefully plan and rehearse the sales call."
D) "Encourage the customer to buy the product even if it's not needed."
E) "Schedule the length of each sales call to be no more than 30 minutes."

Question 57

Which of the following statements about sales call objectives is true?

A) Sales call objectives should primarily benefit the salesperson.
B) A sales call objective is only necessary when making formal presentations.
C) A customer profile must be developed before making a sales call objective.
D) The sales call objective is the main purpose of a salesperson's contact with a prospect.
E) A sales call objective is usually too complex to modify once a sales call has developed.

Question 58

In a SMART sales call objective,the "A" and "M" refer to the fact that the objective should be:

A) accurate and maximized.
B) achievable and minimum possible.
C) actionable and motivating.
D) achievable and measurable.
E) accurate and motivating.

Question 59

Monty sells safety equipment to law enforcement agencies.Before calling on the Humphrey Sheriff's Department,he decided that he wanted to get an order for eight new bulletproof vests from the sheriff before he left the office.In terms of the acronym SMART,Monty's objective:

A) had a targeted rate of return.
B) was specific.
C) was to put customer service first.
D) was flexible.
E) had reasonable attention to detail.

Question 60

Which of the following is a component of sales call planning?

A) Forecasting long-term sales and profits
B) Analyzing vendors of the customer
C) Developing the customer profile
D) Perceptual mapping
E) Market testing

Question 61

A marketing plan for a retailer should most likely include how to:

A) identify benefits.
B) utilize the SELL sequence.
C) promote a specific product.
D) evaluate return on investment.
E) present a customer needs analysis.

Question 62

A marketing plan created for an end-user most likely addresses:

A) the business proposition.
B) forecasted profit and ROI.
C) how the product can be used.
D) how a reseller will sell the product once purchased.
E) the promotional options available for selling the product.

Question 63

What is the first step in developing a customer benefit plan?

A) Establishing a marketing plan
B) Creating a detailed customer profile
C) Selecting a suggested purchase order for a prospect
D) Developing a business proposition that includes a value analysis
E) Choosing the features, advantages, and benefits to present to a prospect

Question 64

Annette sells store fixtures such as clothing racks,wall shelving,and storage units.In developing her _____ for a prospect,Annette uses the square footage of the prospect's retail store to predict profit as well as return on investment if her fixtures are purchased.

A) sales call objective
B) marketing call
C) customer profile
D) FAB
E) business proposition

Question 65

Tatum is a sales representative a gourmet cookware manufacturer.Tatum's marketing plan for a store that would be a logical retail outlet for her products should include:

A) how ultimate consumers should correctly dispose of old kitchen tools.
B) how the retailer can adopt and facilitate the role of end-user.
C) how the reseller will promote the cookware once purchased.
D) the business proposition which the retailer will adhere to.
E) a purchase order based on a seller benefit plan.

Question 66

What is the primary purpose of developing a customer profile sheet?

A) Understanding the structure of the company's buying center
B) Identifying the best strategy to use in a sales call
C) Narrowing the objective of the sales call
D) Using visual aids in a sales presentation
E) Developing rapport with the prospect

Question 67

The _____ can be used to move prospects from mild interest to strong desire for a product.

A) interactive method
B) SELL sequence
C) business proposition
D) FAB formula
E) action enhancement method

Question 68

A salesperson's prospects go through several mental steps in deciding whether to buy or not to buy the product.Select these steps in their correct order.

A) Interest, attention, desire, purchase, action.
B) Interest, desire, attention, conviction, purchase.
C) Attention, interest, desire, conviction, purchase.
D) Desire, attention, interest, conviction, purchase, action.
E) Attention, conviction, interest, desire, action, purchase.

Question 69

What is the final step in developing a customer benefit plan?

A) Performing a value analysis that identifies ROI
B) Assessing the prospect's attitude with a trial close
C) Creating an individualized sales call objective
D) Developing a suggested purchase order
E) Presenting a marketing plan

Question 70

A _____ would answer questions such as "What is the buyer's background?" and "What are the company's purchasing policies?"

A) sales call objective
B) company's marketing plan
C) competitive portfolio
D) customer profile
E) business proposition

Question 71

Which component of a customer benefit plan most likely includes price,percent markup,and ROI?

A) Customized marketing plan
B) Business proposition
C) Sales call objective
D) Customer profile
E) Purchase order

Question 72

The salesperson's _____ contains the central information provided in the sales presentation.

A) customer benefit plan
B) sales call objective
C) customer profile
D) marketing plan
E) business proposition

Question 73

A suggested purchase order would most likely include all of the following information about a product EXCEPT:

A) type.
B) quantity.
C) assortment.
D) promotion ideas.
E) shipment details.

Question 74

The first three steps involved in developing the customer benefit plan,in their correct order,are:

A) developing marketing plan, selecting FAB, and developing business proposition.
B) developing benefits, developing business proposition, and developing marketing plan.
C) developing marketing plan, developing business proposition, and closing the sale.
D) selecting FAB, developing marketing plan, and developing business proposition.
E) developing business proposition, developing marketing plan, and closing the sale.

Question 75

What is the second step in developing a customer benefit plan?

A) Identifying benefits
B) Creating a marketing plan
C) Establishing a sales call objective
D) Developing a business proposition
E) Customizing a purchase order plan

Question 76

Which of the following is an example of a topic discussed in the business proposition segment of a sales presentation for a reseller?

A) Demonstrations
B) Guarantees
C) Maintenance/service
D) Value analysis
E) Discounts

Question 77

Barry sells mailing lists for a direct marketing company.He is interested in selling a mailing list to the publisher of a magazine devoted to new electronic products.Barry has learned he will not be able to close the sale until he has met the publisher's circulation vice president.This sort of information would be found in the _____ Barry created.

A) sales call objective
B) marketing plan
C) competitive portfolio
D) customer profile sheet
E) strategic business proposition

Question 78

A prospect goes through five mental steps,all of which lead to the purchase decision.The approach stage of the selling process should:

A) move the prospect to the conviction stage.
B) attract customer attention and interest.
C) make the customer desire the product.
D) get the customer to take some action.
E) handle initial objections.

Question 79

Which of the following would most likely occur in the approach phase of a sales presentation?

A) Describing features, advantages, and benefits
B) Asking for the prospect's business
C) Explaining product usage
D) Building rapport
E) Reselling

Question 80

As a salesperson for a restaurant equipment supplier,you have decided to call on Frederick Hawkins,the owner of Fred's House of Pancakes.If Frederick decides to discuss your products then he is most likely in the ________ stage of the buying decision.

A) attention
B) conviction
C) purchase
D) interest
E) desire