Deck 7: The Pre-Approach Planning Your Sales Call and Presentation

Question 1

Which of the following is NOT a reason why salespeople need to plan their sales calls?

A) Planning a sales call creates professionalism.
B) Planning a sales call builds self-confidence.
C) If you plan your sales call, you develop an atmosphere of goodwill.
D) If you plan your sales call, you do not waste time waiting to see your prospect.
E) Planning a sales call increases your sales.

Answer 1

D

Question 2

What should a customer profile tell the salesperson?

A) who makes the company's buying decisions
B) the background of the buyer's company
C) what are the customer's purchasing policies
D) what competitors successfully do business with the customer
E) all of choices are correct

Answer 2

E

Question 3

What does the "M" in the acronym SMART stand for?

A) manage time wisely
B) maximize the customer's order size
C) minimize the cost to the customer
D) be measurable
E) move the prospect to buy

Answer 3

D

Question 4

Because they are so busy,many executives have filtration systems often called gatekeepers to protect their time.What would you suggest a professional salesperson do in order to get through this system?

A) not waste time waiting
B) develop friends in the prospect's firm
C) call at the right time on the right person
D) be determined and believe it can be done
E) all of these choices are correct

Question 5

Which of the following are directly linked to a salesperson engaged in a sales planning activity?

A) develop sales call objectives
B) develop the sales presentation
C) develop or review a customer profile
D) develop a customer benefit plan
E) all of these choices are correct

Question 6

Salespeople that are strategic problem solvers tends to keep which of the following activities as central to his/her selling activities?

A) understands the customer's needs
B) has a strong understanding of the customer's business
C) develops solutions focused on solving problems or challenges
D) develops mutually beneficial outcomes
E) all of these choices are correct

Question 7

Mandeep is going on his first sales call,and he is very nervous.Which of the following would you tell Mandeep would be the most critical step linked to a successful sales call and decrease his level of nervousness?

A) be able to motivate the customer to buy even if the customer does not really need the product
B) continually monitor the competition
C) plan the sales call
D) ignore customer objections
E) schedule the length of each sales call to be no more than thirty minutes

Question 8

Marie is experiencing some challenges overcoming the gatekeeper at a company she would love to make a presentation to.She seeks your advice and provides you with five alternatives that she is considering using next time she calls the company.Which of the following would you suggest she use?

A) "Could I see him this afternoon?"
B) "Could I bring him a bag lunch tomorrow?"
C) "When would it be best to see him?"
D) "Do you think he would be interested in meeting with me?"
E) "Can you see if I can get an appointment for 10:00 Friday morning?"

Question 9

Which of the following are good tips associated with leaving a voice mail that will improve your odds of speaking with a prospect?

A) smile on the phone
B) be brief - usually, no more than 20 or 30 seconds
C) make sure your message includes the key benefits to your customer
D) make sure you leave your phone number
E) all of these choices are correct

Question 10

Phyllis sells for a manufacturer of a line of forged steel gardening tools.What should she include in her marketing plan for a hardware store?

A) how ultimate consumers should correctly dispose of old gardening tools
B) how the retailer can adopt the role of end-user
C) how the reseller will sell the garden tools once purchased
D) the business proposition which the retailer will adhere to
E) All of these choices are correct

Question 11

What should be included in a marketing plan for a retailer that is buying a new inventory system?

A) the business proposition
B) the SELL sequence
C) how the inventory system can be most effectively used with existing equipment
D) how to dispose of the inventory system equipment that is being replaced by the new system
E) how the buyer can determine that the inventory system needs to be replaced with a newer system

Question 12

The textbook offers a series of tips design to help you overcome company gatekeepers.Which of the following are NOT tips offered by the authors of the textbook?

A) Try using the gatekeepers name as it may imply over-friendliness on your part
B) Ask if the gatekeeper can give you a few moments; if not, then ask for a more convenient time to call
C) Listen carefully to any follow-up instructions that you may receive
D) Try to get gatekeepers on your side both before and after the call
E) Call the company when you know the gatekeeper is on holidays or during his/her lunch period.

Question 13

Jenny sells medical equipment like examination tables and dental chairs.She has been advised that she should contact the comptroller at the Hamilton Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex.Jenny has not yet made the sales call because she hates to be pushy.Which of the following best describes Jenny's current behaviour?

A) referral breakdown
B) sales hesitation
C) prospect aversion
D) call reluctance
E) lead negation

Question 14

John,a regional sales manager anticipates that Marie,one of his customers will order at least 5% more tires this year for her thriving tire store.Which of the following options best characterizes the "A" in the acronym SMART?

A) enhance relationship building
B) be based on marketing research
C) relate to the present and future needs of the customer
D) create references
E) be realistic

Question 15

What are the first three steps involved in developing the customer benefit plan in their correct order?

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

Question 16

Which of the following are good sales call objectives?

A) easily fulfilled
B) unencumbered with time restrictions
C) specific and measurable
D) open-ended and non-specific
E) all of these choices are correct

Question 17

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

A) You cannot make an efficient sales call without a sales call objective.
B) You only need sales call objectives with prospects.
C) You should determine customer profiles before you think about sales call objectives.
D) The sales call objective is the main purpose of a salesperson's contact with a prospect or customer.
E) Selling is a very complex process, and sales call objectives make it easier.

Question 18

Rosa sells how-to books.When she went on her sales call to the Book Nook,she knew the purchasing policies of the store,who made the buying decisions,and the terms that the store needed.Where would Rosa likely find this type of information?

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

Question 19

Which of the following terms best describes a salesperson who is in a formal relationship with 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 20

Seamus sells office supplies.He recently called on a customer who was trying to select a photo to go on its fall catalogue.The customer wanted to look at the ten photos side-by-side and compare them,but his easel would only hold one at a time.Since the walls of the office are made of cinderblock,it was not possible to paste or tack the photos on the wall.It was a problem that occurred every time a new catalogue was issued.After looking at the problem,Seamus said,"I'll be right back." When he returned,he had a roll of cork and a can of cork glue.He and the business owner turned one wall into a giant bulletin board.In this instance,Seamus acted as a:

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

Question 21

In which of the mental steps does the prospect decide he should buy from you because there are no remaining doubts in his mind?

A) conviction
B) acceptance
C) arousal
D) purchase
E) action

Question 22

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) attention, interest, desire, purchase, action
B) attention, desire, interest, conviction, purchase
C) attention, interest, desire, conviction, purchase
D) attention, interest, desire, conviction, purchase, action
E) none of these answers lists the correct steps in order

Question 23

What involves a persuasive vocal and visual explanation of a business proposition?

A) preapproach
B) display premise
C) sales presentation
D) trial close
E) benefit close

Question 24

Which of the following would you NOT consider to be an advantage of a structured sales presentation?

A) helps the salesperson identify hidden needs
B) ensures consistency in the presentation message
C) great for inexperienced salespersons
D) helps focus the presentation on the product's features and benefits
E) complements the problem-solving approach

Question 25

A salesperson does most of the talking and often much of the talk is about benefits of no use to the prospect.Customers often perceive this approach as a high pressure sales.What kind of sales presentation best fits these two statements?

A) professional
B) interactive need-satisfaction
C) barrier
D) memorized
E) problem-solving

Question 26

Which of the following sales presentation methods is most often used by experienced salespersons selling directly to businesses?

A) the memorized approach
B) the stimulus response approach
C) the interactive need-satisfaction approach
D) the formula approach
E) the problem-solving approach

Question 27

You are a sales representative for an e-book supplier and you call on John Radcliffe,the procurement manager for a local university.After a few minutes of "small talk," John asks you to step into his office for a meaningful conversation about your e-books.Which of the following best characterizes John's "mental process?"

A) John believes your e-books will fill his specific needs.
B) a sale is made
C) You have achieved the interest stage of John's mental process.
D) John has a boiling desire for your product.
E) John understands why he should buy from you.

Question 28

Which of the following is based on the assumption that similar prospects facing similar situations should be approached with similar sales presentations?

A) formula
B) memorized
C) stimulus response
D) interactive need-satisfaction
E) problem-solving

Question 29

What is the second of the five mental steps that a prospect goes through in deciding to buy from you?

A) attention
B) insight
C) intent
D) Interest
E) incubation

Question 30

Peter works as a financial planner for a Canadian Bank.After several meetings Marie,a large potential investor,turns to Peter and says: "you and your company are the perfect fit for us and,we are prepared to make a large purchase." Which of the following steps best characterizes Marie's statement?

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

Question 31

Ardel has selected a selling technique in which she has more control over the amount of the conversation between buyer and seller more than with any other sales presentation method.What technique is Ardel using?

A) professional
B) memorized
C) need-satisfaction
D) barrier
E) problem-solving

Question 32

Which type of presentation methods is most likely to be used in a transactional sales interaction?

A) professional
B) need-satisfaction
C) barrier
D) problem-solving
E) memorized

Question 33

Under what kind of setting are you most likely find a structured sales presentation being used?

A) selling office equipment and cash registers
B) retail department store clerks
C) selling perishable products
D) selling products on the telephone
E) selling to professionals like lawyers and architects

Question 34

The textbook introduces four presentation methods.What is the basic distinguishing factor that differentiates these four presentation methods?

A) type of customer
B) percentage of the conversation controlled by the salesperson
C) type of product
D) measurability of the sales call objective
E) number of decision makers

Question 35

The customer benefit plan contains the nucleus of the information used by a salesperson in a sales presentation.What would a salesperson NOT include in step three a customer benefit plan?

A) the features
B) forecast of profit per square feet
C) payment plan
D) projected return on investment
E) suggested margin

Question 36

In which of the prospect's mental steps would interruptions by a secretary,a long-distance phone call,and the prospect's need to leave the office in the next fifteen minutes be most distracting to a salesperson?

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

Question 37

For which of the following products would a salesperson be most likely to use a memorized sales presentation?

A) a set of encyclopedia
B) an interactive video for training salespeople
C) a pesticide that completely eradicates termites in one spraying
D) an around-the-world cruise
E) a 20-foot tall fiberglass steeple

Question 38

Which of the following is an advantage of a memorized sales presentation?

A) ensures that the company's salespeople provide the same information to all customers
B) has a problem solving orientation
C) is flexible and adapts readily to long or short presentation times
D) keeps prospect participation at a minimum
E) is easy to use with highly technical products

Question 39

Which of the following presentation methods allows for greater customization according to the textbook?

A) formula
B) problem-solving
C) memorized
D) stimulus response
E) interactive need-satisfaction

Question 40

Which of the following is best associated with turning a lukewarm prospect into a prospect that expresses a wish to have a product just like the one you are selling?

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

Question 41

For which of the following products would a salesperson be most likely to use a problem solution sales presentation?

A) a case of Mountain Dew
B) baby powder, baby shampoo, and baby lotion
C) computer software for an accounting firm
D) a set of leather-bound books by Agatha Christie
E) none of these answers is correct

Question 42

Which of the following statements about Team Selling is correct?

A) more expertise is provided by cross-functional teams
B) credibility is increased
C) You can reach deeper into the buying organization by "having your people talk to their people."
D) each side will gain a much better understanding of the other
E) all of these choices are correct

Question 43

Assume you are the salesperson making a group sales presentation.Which of these statements is true?

A) The larger the group, the less structured your presentation must be.
B) You should not talk to the members of the buying group prior to the presentation.
C) Establish your credibility early in the presentation.
D) Prepare a written proposal document, and be sure to include prices.
E) Omit trial closes from your presentation.

Question 44

Which of the following statements about group sales presentations is false?

A) During the presentation do not mentioning other clients you have sold to in the past.
B) When explaining why your company is the best choice as a supplier a detailed list of comparative strengths and weaknesses is often very helpful.
C) It is often a great idea to use a proposal document as a script during your presentation.
D) It is a good idea to contact decision makers prior to the actual sales presentation
E) None of these choices are correct

Question 45

What is the salesperson attempting to do when he/she provides a brief summary of his/her company's relative strengths in the marketplace?

A) explaining how the FAB formula is used by his/her company
B) explaining his/her company's "short cycle"
C) explaining his/her company' competitive advantage
D) explaining the cost advantages of his/her product
E) none of these choices are correct

Question 46

Which of the following is not a Primary objective?

A) Introduce your solution to key decision makers
B) Demonstrate the ROI for your proposition
C) Leave samples of products
D) Provide details of satisfied customers
E) Secure a commitment to purchase

Question 47

Which of the following is NOT associated with the classic types of personalities related with call reluctance?

A) Overpreparer
B) Separationist
C) Role Rejector
D) Telephobic
E) Over Confident

Question 48

Setting a SMART sales objective involves setting objectives which are:

A) Simple, Meaningful, Attention getting, Random, Time limited
B) Specific, Meaningful, Articulated, Revolving, Time limited
C) Specific, Measurable, Articulate, Relevant, Time bounded
D) Specific, Measurable, Achievable, Relevant, Time bounded
E) Singular, Measurable, Achievable, Relevant, Time honoured

Question 49

You have been asked to explain to a new salesperson the importance of creating appropriate sales call objectives.Which of the following would you consider including in your explanation as examples of sales call objectives?

A) Establish rapport with your prospect
B) Find out your prospect's specific problems or needs
C) Find out if your prospect can afford your product
D) Determine who the competition is
E) All of these choices are correct

Question 50

What should a good opening statement during a telephone call would include?

A) Ask for and refer to your prospect by name
B) Identification of yourself and company
C) Getting their attention
D) The salesperson smiling while speaking
E) All of these choices are correct

Question 51

You have been asked to provide one single tip to a group of new salespersons.Which of the following is likely to be your number one tip to this group?

A) identify gatekeepers
B) try to create a win-win situation where both buyer and seller are happy
C) provide all the information about a product, even if it is unfavourable
D) rank making the sale as the number one most important consequence of the sales presentation
E) ignore personality differences between buyer and seller because in the long-run they have no lasting effect on the relationship

Question 52

What should a salesperson do in the beginning of a group sales presentation?

A) provide every member of the group with a cold or warm drink
B) introduce himself, his company, and establish credibility with the prospect
C) identify all of his competitors
D) discuss his company's past mistakes
E) try to close the sale

Question 53

This type of presentation tends to be complex and requires that the salesperson often conduct a certain level of analysis on his/her prospect.What type of sales presentation best fits this description?

A) memorized
B) stimulus response
C) problem-solution
D) need-satisfaction
E) formula

Question 54

Which of the following is a disadvantage of the memorized sales presentation?

A) The difficulty involved in preparing and using the memorized sales presentation often frightens inexperienced salespeople.
B) The memorized sales presentation includes too much prospect participation.
C) The memorized sales presentation is not effective when selling time is short.
D) The memorized sales presentation presents features, advantages, and benefits that may not be important to the buyer.
E) Salespeople often are disorganized when they use the memorized sales presentation approach.

Question 55

Which of these statements about formula presentations is true?

A) The formula presentation is based on the SPIN procedure of developing and giving the sales presentation.
B) New task buying situations are a good time to use the formula presentation method.
C) An advantage of the formula presentation is that it is most adaptable to complex selling situations.
D) The customer gets his or her greatest amount of talking time during the beginning of the formula sales presentation.
E) To successfully use the formula sales presentation method, the salesperson must previously have correctly identified the prospect's needs and wants.

Question 56

You are about to call a first time buyer.As you plan your call to secure an appointment,what should be the first thing you do before you actually call the potential buyer?

A) Prepare an opening statement
B) Briefly outline your sales message
C) Establish your objectives
D) Thank them for their time
E) Prepare for possible objections

Question 57

Ingrid is selling a local area network (LAN)to an engineering company.She is doing a sales presentation to all of the people who will be using the LAN.She has just finished giving a brief history of her company and discussing the firm's philosophy to the 25 people in the room.She has also mentioned a few large companies that her firm has worked with in the past.What is Ingrid attempting to do by providing the company's history and its philosophy?

A) relax her audience
B) establish credibility
C) create a selling environment
D) educate her audience
E) create interest in her company

Question 58

Which sales presentation method is the all-around best approach in most sales scenarios?

A) problem-solution
B) interactive need-satisfaction
C) memorized
D) formula
E) none of these choices are correct

Question 59

Which of the following are NOT strong rationale for not including pricing details in your sales proposal that is likely to become a group sales presentation?

A) people tend to look at the price and ignore that actual presentation
B) gives you flexibility to change the price later
C) prices tend to prejudice non-decision makers; who should not be concerned with prices
D) provides for greater flexibility if management decides to circulate the proposal to others in the company
E) potential internal political issues

Question 60

Which of the following is a disadvantage of the interactive needs-satisfaction sales presentation?

A) Some salespeople feel uncomfortable with the interactive needs-satisfaction sales presentation method because they feel they are less in control when using this approach.
B) The interactive needs-satisfaction sales presentation is impractical for selling highly technical products.
C) The interactive needs-satisfaction sales presentation proceeds too quickly through the sales presentation to the close.
D) The interactive needs-satisfaction sales presentation presents features, advantages, and benefits that may not be important to the buyer.
E) The interactive needs-satisfaction sales presentation permits very little prospect participation.

Question 61

According to the authors of the textbook,a good preapproach letter can be a valuable sales tool even in the age of social media.Which of the following is NOT a recommended tip offered by the authors when crafting a preapproach letter?

A) your company should be the central theme of the letter
B) your prospect should be the central theme of the letter
C) a quick introduction of a major benefit to your prospect may get their attention
D) the AIDA principle should be a key message in a preapproach letter
E) all of these choices are correct

Question 62

It is impossible for a salesperson to make a sales call without a sales call objective.

Question 63

What term describes a salesperson that fears calling customers?

A) being chicken
B) social shyness
C) call reluctance
D) telephobic
E) telephone fear

Question 64

The term "gatekeeper" is often associated with someone in an organization that makes procurement decisions.

Question 65

There is very little a salesperson can do to decrease the level of nervousness salespeople experience when making sales call.The textbook recommends salespersons simply accept the fact being nervous is a function of the job.

Question 66

A well-planned telephone call can be effective in securing an appointment with a prospect and save a great deal of time for both you and the prospect.Which of the following is/are critical steps in executing an effective sales call?

A) Know your objectives
B) Have an impactful opening statement
C) Ask for what you want
D) Know how to handle objections
E) Don't forget to thank your prospect

Question 67

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

Question 68

Salespeople need to be creative problem solvers who develop and combine non-traditional alternatives to meet the customer's specific needs.

Question 69

What does the acronym CRM stand for?

A) Customer Relationship Marketing
B) Common Relative Management
C) Consumer Relationship Marketing
D) Customer Relationship Management
E) None of these choices are correct

Question 70

According to research undertaken by the Behavioral Sciences Research Press,the issue of Call Reluctance is widespread in industry.Which of the following are NOT supported by this research?

A) call reluctance is financially costly to a salesperson, however, customers tend to benefit from dealing with salespeople that experience call reluctance
B) call reluctance may cost a typical salesperson as much as $30,000 per year in lost commissions
C) given time, salespeople tend to overcome call reluctance and embrace the process of calling customers
D) call-reluctant stockbrokers acquire 8fewer new accounts per year than brokers who have learned to manage their fear
E) none of these choices are correct

Question 71

In the acronym SMART,the "R" stands for "relevant to your customer."

Question 72

When Eddie determines and then suggests the type and quantity of bolts,nuts,screws and other fasteners his customer should buy,he is working on step three of his customer benefit plan.

Question 73

There are four phases in most negotiations with a potential customer.Under which phase would you include finding out what other products or services your prospect is considering?

A) the introduction phase
B) the face-to-face phase
C) the studying phase
D) the cold call phase
E) during the overcoming objections phase

Question 74

Good business relationships are built on your knowledge of your company,industry,and customers' needs.

Question 75

When salespeople meet customers' strategic needs,both the seller and the customer win by attaining mutual goals.

Question 76

Which of the following tactics should be used to help manage gatekeepers?

A) engage the gatekeeper because they have some power in organizations
B) use whatever sneaky tactic you can to manipulate them
C) ignore them, after all they are usually just secretaries with little influence
D) bribe them: a little investment will buy you lots of cooperation
E) sweet talk them to get them on your side

Question 77

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

Question 78

Which of the following is the best way to deal with voice mail?

A) hang up before leaving a message.
B) leave a long and detailed message
C) leave a memorized sales presentation as a message
D) make a call to action-ask them to call you or tell them you'll call back
E) none of these choices are correct

Question 79

Bailey refuses to be coached and rebuffs advice given by her sales colleagues.In terms of call reluctance,Bailey would be considered:

A) Hyper-pro
B) Role Rejector
C) Telephobic
D) Oppositional Reflex
E) Socially self-conscious

Question 80

High performing salespeople tend to be strategic problem solvers for their customers.