Deck 7: Planning the Sales Call Is a Must

Question 1

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

Answer 1

False

Question 2

Careful planning of every aspect of the sales call helps the salesperson be organized and prepared to interact with the customer.

Answer 2

True

Question 3

Empathy and kindness are the primary bridges between buyer and seller.

Answer 3

False

Question 4

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

Question 5

The lack of trust towards salespeople is caused by the self-centered nature of some salespeople.

Question 6

Salespeople and customers need to work together to achieve a mutually beneficial agreement.

Question 7

Planning is most effective and efficient when done logically and methodically.

Question 8

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

Question 9

In order to be a success,it is imperative that a salesperson be able to tailor a customized solution for each customer.

Question 10

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

Question 11

Prospecting is often referred to as the preapproach.

Question 12

According to the text,a salesperson's purpose,plan,and goal do not center on helping but on selling.

Question 13

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

Question 14

By carefully planning and practicing your sales presentation,you increase confidence in yourself and your ability as a salesperson.

Question 15

A plan is defined as the act of setting a goal and accomplishing it.

Question 16

Planning the sales call is the key to success.

Question 17

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

Question 18

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

Question 19

The top salespeople who are effective strategic problem solvers have the skills and knowledge to develop mutually beneficial agreements.

Question 20

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

Question 21

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

Question 22

Selling is a very complex process,but it is easy to do on a consistent basis.

Question 23

A salesperson cannot make a sales call without a sales call objective.

Question 24

The first of a prospect's five mental steps in buying is ignorance.

Question 25

Closing the sale is always the most difficult part of the sales presentation.

Question 26

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

Question 27

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

Question 28

When Mack Latham selects and then suggests the type of networking software his prospect should buy,he is working on step three of his customer benefit plan.

Question 29

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

Question 30

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

Question 31

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

Question 32

A customer profile should answer the question,"What are the purchasing policies and practices of the account?"

Question 33

Salespeople can focus their activities by writing down predetermined goals prior to sales calls.

Question 34

Planning is only necessary when a salesperson is making a formal presentation.

Question 35

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

Question 36

Topics to discuss during the business proposition segment of a sales presentation include list price,shipping costs,and ROI.

Question 37

The main reason the prospect should purchase your product is that its benefits fulfill certain needs.

Question 38

The salesperson prepares to ask the prospect to make a purchase after conviction has been established.

Question 39

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

Question 40

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

Question 41

Which of the following statements about the purpose for any sale is most likely false?

A)Purpose is broad in scope
B)Purpose helps define who you are as a sales professional
C)Purpose is a list of objectives that differ from one sales call to another
D)Purpose directs how you approach each sales call
E)Purpose defines success for you

Question 42

Only through _____ can trust be supported to bridge the gap between sellers and buyers.

A)purpose
B)faith
C)planning
D)truth
E)success

Question 43

According to the Golden Rule of Selling,a plan should primarily be based upon:

A)truth.
B)action.
C)benefits.
D)sales goals.
E)personal success.

Question 44

What is often referred to as the preapproach?

A)Planning
B)Targeting
C)Evaluation
D)Analysis
E)Designing

Question 45

Which of the following is critical to strategic problem solving?

A)Nonverbal communication
B)High-tech equipment
C)Effective prospecting
D)Creative solutions
E)Industry alliances

Question 46

Setting a goal and accomplishing it is called:

A)plan.
B)goal.
C)target.
D)success.
E)quota.

Question 47

During the _____,the salesperson plans the sales call on a prospect.

A)preapproach
B)trial close
C)sales presentation
D)approach
E)value analysis

Question 48

A salesperson and a customer enter into a strategic customer relationship in order to:

A)pursue mutual goals.
B)maintain an adversarial relationship.
C)create transactional exchanges.
D)eliminate routine buying decisions.
E)broaden the channel of distribution.

Question 49

A(n)________ is 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 50

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 51

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 52

________ selling makes the customer-relationship model viable.

A)Consultative
B)Memorized
C)Feature/
D)Direct
E)Close-ended

Question 53

Which term refers to programs,goals,and problems of great importance to customers?

A)Creative
B)Analytical
C)Strategic
D)Evaluative
E)Marginal

Question 54

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 dependencies
C)symbiotic relationships
D)strategic customer relationships
E)joint decision-making alliances

Question 55

Which of the following is the LEAST likely reason for a sales call to be planned?

A)Building confidence
B)Developing goodwill
C)Exhibiting professionalism
D)Increasing the potential of a sale
E)Eliminating customer objections

Question 56

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 57

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)low-involvement decision maker
D)transactional partner
E)exchange creator

Question 58

According to the Golden Rule of Selling,a salesperson should have a _____ that focuses all sales efforts on serving others.

A)goal
B)quota
C)target
D)purpose
E)plan

Question 59

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

A)it requires consultative selling.
B)the sales process unites the buyer's strategic needs with the 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)the customer reaches his/her goal along with the seller.

Question 60

A _____ is a method of achieving an end.

A)plan
B)goal
C)target
D)purpose
E)quota

Question 61

Anthony is going on his first sales call,and he is very nervous.A professional salesperson would most likely tell Anthony that the key to selling success is the willingness to:

A)motivate the customer to buy even if the customer does not really need the product.
B)continually monitor the competition.
C)plan and rehearse the sales call.
D)ignore customer objections.
E)schedule the length of each sales call to be no more than 30 minutes.

Question 62

Which of the following statements is most likely true?

A)Selling is a very 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 63

Robert Hayden sells metal gazebos.He approaches a large retail chain of home improvement stores.He decides beforehand to sell 10 pieces to their regional procurement manager.In terms of the acronym "SMART",his primary objective is to:

A)have a targeted rate of return.
B)be specific.
C)put customer service first.
D)maximize the customer's order.
E)relate to the present and future needs of the customer.

Question 64

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

A)be specific.
B)be sales-oriented.
C)balance supply with demand.
D)support organizational objectives.
E)put customer service before self-gratification.

Question 65

Which of the following is one of the four components of the sales call planning process?

A)A marketing audit
B)A vendor analysis
C)A customer profile
D)Perceptual mapping
E)Market testing

Question 66

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

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.

Question 67

John sells safety equipment to law enforcement agencies.Before calling on the Humphrey Sheriff's Department,John 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,John's objective:

A)is relevant.
B)is very specific.
C)puts customer service first.
D)maximizes the customer's order.
E)is related to the present and future needs of the customer.

Question 68

Randal Lamson sells carpet and rugs.He approaches a retail chain of home renovation stores with a plan to sell five rugs.In terms of "SMART",his goal meets the requirement to:

A)be specific.
B)identify the ROI.
C)put customer service first.
D)maximize the customer's order.
E)relate to the present and future needs of the customer.

Question 69

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 70

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

A)Rehearsed preapproach
B)Industry profile
C)Customer profile
D)Client referrals
E)Customer profit ratio

Question 71

Mervin Jacob sells professional barbeque grill equipment to high-end restaurants.His products come in different sizes and specifications.When he called on Grill Kingdom,a popular barbeque restaurant,he was determined to sell at least one of his top-end grill pro machines.Jacob decided his _____ even before his sales call.

A)selling proposition
B)marketing plan
C)FAB plan
D)objective
E)prospect

Question 72

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 73

Which of the following is LEAST likely to be a performance goal of consultative selling in the customer relationship model?

A)Costs
B)Sales
C)Profits
D)Experience
E)Productivity

Question 74

The four elements of sales call planning (in their correct order)are:

A)customer profile,sales call objective,sales presentation,and 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 75

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

A)authorize immediate response.
B)be achievable.
C)create product awareness.
D)augment the sales potential.
E)be analytical.

Question 76

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 he 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 77

Rob Stewart sells office equipment and calls on the office manager of a large firm.Rob wants to sell the prospect 30 units of general office supplies.In terms of the acronym SMART,Stewart's objective:

A)could not be measured.
B)was probably not achievable.
C)was missing a valid order size.
D)did not specify a time period.
E)met all objective requirements.

Question 78

When a salesperson is faced with a unique set of customer problems to solve,the salesperson will most likely need to:

A)act professionally.
B)build self-confidence.
C)develop an atmosphere of goodwill.
D)enhance the buying and selling procedure.
E)customize a product to best address the client's needs.

Question 79

A(n)_____ is the main purpose of a salesperson's contact with a prospect.

A)sales call objective
B)sales mission
C)sales profile
D)marketing goal
E)preapproach profile

Question 80

A salesperson engaged in sales call planning should:

A)create nonspecific sales call objectives.
B)develop the sales presentation.
C)conduct vendor analyses.
D)join a sales lead club.
E)design after-the-sale service approach.