Selling Building Partnerships 10Th Edition By Stephen – Test Bank

Selling Building Partnerships 10Th Edition By Stephen – Test Bank

Chapter 07

Planning the Sales Call

True / False Questions

1.

Planning a sales call helps salespeople avoid wasting a prospect’s time.

True False

2.

The more information a salesperson has about a prospect, the higher the probability of meeting the prospect’s needs and developing a long-term relationship.

True False

3.

Collecting information about a prospect before making a call is a waste of the salesperson’s time as this does not help him or her make a sale.

True False

4.

It is important to learn and maintain current knowledge about both the prospect as an individual and his or her firm.

True False

5.

An influential adversary is a competing salesperson from another company.

True False

6.

Analysis paralysis refers to a situation where a salesperson cannot extract data about a prospect from the prospect’s company’s records because of the defective customer record system.

True False

7.

As part of the process of gathering precall information, salespeople must understand the policies and procedures followed by a prospect’s firm.

True False

8.

The Marine Corps’ 70 percent solution lays down that one must act as soon as they have 70 percent of the required information.

True False

9.

A buying center consists of all the people in the selling organization who participate in a selling opportunity.

True False

10.

The first place to look for information on the Internet about a prospect company would be the prospect company’s Web page.

True False

11.

When setting sales call objectives, salespeople should discover what customers value and then find ways to improve customer value relative to their own products or services.

True False

12.

One of the best sources of precall information is a prospect’s own salespeople because they empathize with the salesperson’s situation.

True False

13.

Call objectives should be developed while taking into account the firm’s goals, the sales team’s goals, and the salesperson’s goals.

True False

14.

The statement “spend quality time with prospects and customers” is a measurable call objective.

True False

15.

The first step in setting objectives for a sales call is to review what has been learned from the organization’s mission statement.

True False

16.

A simple way to help ensure that call objectives are measurable is to set objectives that require a buyer’s response.

True False

17.

To be effective, a call objective must be generic and non-measurable.

True False

18.

All sales objectives should be either specific or measurable.

True False

19.

It is recommended that salespeople avoid including suggested order quantities or dates for closure of a deal in their specific objectives.

True False

20.

For a sales call objective to be effective, it needs to be easy rather than specific.

True False

21.

The statement “sell a minimum of 10 boxes of a product to the customer” is a specific sales objective.

True False

22.

“Get better acquainted with the prospect” is a measurable sales objective.

True False

23.

Ben, a salesman, would like to sell his prospect three dozen handheld mixers. However, he would be willing to settle for selling just six of them—that would be his minimum sales call objective.

True False

24.

Multiple sales objectives reduce salespeople’s fear of failure.

True False

25.

It is possible to have more than one primary call objective for a single call.

True False

26.

It is important for salespeople to consider the company’s overall promotional campaign when developing multiple call objectives for a prospect.

True False

27.

A customer value proposition is a written statement that lists the call objectives for a salesperson.

True False

28.

After gathering precall information and setting objectives, a salesperson’s next step in planning the sales call is generally to make an appointment.

True False

29.

Videoconferencing or Webcasting has lost its popularity as a result of downsizing.

True False

30.

Seeding is the process of finding the key decision maker within a buying center.

True False

Multiple Choice Questions

31.

As a result of failing to plan her sales call, Glenda is likely to do all of the following EXCEPT:

A.

cover material in which the prospect has no interest.

B.

obtain the prospect’s commitment.

C.

engage in seeding.

D.

make a customized sales presentation.

E.

seek referrals from the prospect.

32.

Which of the following statements about obtaining precall information is FALSE?

A.

At some point, the amount of time and effort required to collect additional information exceeds its value.

B.

Proper planning before making sales calls leads to better territory management.

C.

Collecting information about a particular prospect is usually a quick and easy process.

D.

The more information the salesperson has, the more likely the prospect’s needs will be met.

E.

A salesperson calling on a regular customer does not need to collect additional information.

33.

Which of the following statements would be of value to insurance salespeople collecting information about prospects?

A.

The prospect graduated with a marketing degree from Kennesaw State University.

B.

The prospect is divorced with two children.

C.

The prospect is a friendly and easygoing person.

D.

The prospect is a member of the local Rotary Club.

E.

All of these

34.

In which of the following types of buying situations is it usually unnecessary for a salesperson to educate a prospect about the common features of a product?

A.

When the prospect is buying a smartphone for the first time

B.

When the prospect is buying a new car from a famous automobile outlet

C.

When the prospect is buying capital equipment to run the operations of his or her firm

D.

When the prospect is buying an insurance product for his or her family

E.

When the prospect is buying the same laptop he or she purchased previously with the salesperson

35.

Jason and his son Ryan supply laptop accessories to customers in their neighborhood. They have been approached by a salesperson for a laptop manufacturing firm that wants to sell them laptop products and accessories at a huge discount. Unfortunately, the owner of the laptop manufacturing firm had once refused to work with Ryan because he was inexperienced. While Jason may want to buy the products, his son will act as a(n) _____ in this situation.

A.

influential adversary

B.

actual competitor

C.

potential competitor

D.

poacher

E.

bird dog

36.

A farm machinery salesperson has spent the last three weeks gathering information about a prospective customer. He has researched the customer’s existing machinery and buying potential. However, he delays the actual meeting with the customer because he feels that he requires a couple of weeks more to gather enough information to make the sales call. In this scenario, the salesperson is experiencing a(n):

A.

acute shortage of data about the customer.

B.

phenomenon called analysis paralysis.

C.

problem in meeting the client directly because of the existence of a screen.

D.

obstacle in finalizing the deal because of an influential adversary.

E.

problem in contacting the focus of power in the farm because of the gatekeepers.

37.

Kenneth is a new salesperson in a firm. He collects all relevant data about his prospects, including their needs, buying behavior, and ability to buy. He thinks too much about these data points and never calls his prospects because he is never sure whether he has enough information to initiate a sales call. Kenneth is most likely experiencing the phenomenon known as:

A.

buyer’s remorse.

B.

analysis paralysis.

C.

boomerang.

D.

wicked problem.

E.

customer style flexing.

38.

Brandi, a sales trainee, watched as her sales supervisor chatted with a prospect’s secretary in a very friendly manner. Brandi felt that such behavior was inappropriate in a business situation and she did not understand why her supervisor was asking the secretary about what sports the prospect follows closely. Brandi is unable to understand her supervisor’s actions. Which of the following statements would help her understand the functional value of such interactions in a sales situation?

A.

Brandi’s supervisor has found a meaningless way to pass the time while waiting for the appointment.

B.

The prospect will see Brandi and her supervisor more quickly if they prevent the secretary from getting any work done.

C.

Secretaries are a rich source of information about a prospect and are important for successful sales calls.

D.

Salespeople should talk to secretaries in order to appear to be working.

E.

Secretaries are poor sources of information about the prospect.

39.

If a salesperson does not know the basics about a prospect’s company, then the:

A.

prospect will not meet the salesperson at all.

B.

prospect’s receptionist will prevent the salesperson from meeting the prospect.

C.

prospect may justifiably refuse to take the deal forward.

D.

salesperson may begin to experience a phenomenon called “analysis paralysis.”

E.

salesperson should make “getting the deal” the formal objective of the first sales call.

40.

The most important step for a salesperson in planning a sales call is to:

A.

design a flexible sales presentation.

B.

discover personal information about a prospect.

C.

plan an after-sales service package for a prospect.

D.

set objectives for the call.

E.

take an appointment with the prospect.

41.

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

A.

The primary objective of every sales call is to make a sale.

B.

An objective should be established for every sales call.

C.

Sales call objectives should be specific.

D.

Sales call objectives should be measurable.

E.

Sales call objectives should be aimed at customer action.

42.

As the first step in setting sales call objectives, a salesperson should:

A.

review the steps of the selling process.

B.

review the customer’s marketing goals.

C.

determine his or her progress toward meeting the sales targets.

D.

review what has been learned from the precall information gathered.

E.

review the available inventory in his or her own company.

43.

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

A.

Sales call objectives should always be expressed in monetary terms.

B.

Sales call objectives are unnecessary for missionary salespeople.

C.

Sales call objectives are unnecessary when the sales rep is cold calling.

D.

Sales call objectives should be limited to one objective per sales call.

E.

Sales call objectives are based on strategic decisions about an account.

44.

Effective call objectives must be:

A.

expressed only in monetary terms.

B.

specific, realistic, and measurable.

C.

standardized for all sales representatives in a company.

D.

independent of any cultural influences.

E.

all of these.

45.

Gary, a new salesperson for a reputed cellphone manufacturer, meets the owner of a transport company that employs 50,000 people as cab drivers. On his first meeting, he plans to sell mobile phones to all the 50,000 cab drivers because he believes his firm’s mobile phones are the best in the market. Which of the following is a drawback of this primary call objective?

A.

It is too qualitative.

B.

It is unrealistic.

C.

It is irrelevant.

D.

It is less optimistic.

E.

It cannot be measured.

46.

Jonah, a salesperson, hears of a lead and decides to pursue it. He determines getting acquainted with the client to be his call objective for the first sales call. As he reviews his notes after the sales call, he realizes that he does not have much information about the needs and the business potential of the lead despite having met most members of the buying center. Which of the following drawbacks of his call objective is most likely to explain this shortage of information faced by Jonah?

A.

It puts too much emphasis on service.

B.

It says nothing about the product being sold.

C.

It is not measurable.

D.

It is too personal.

E.

It is unrelated to company goals.

47.

Which of the following is a realistic sales call objective for a first call regarding a product that would require a large capital investment?

A.

To secure an order

B.

To send the prospect a brochure that lists the products of the selling firm

C.

To get the prospect to identify all the other members of the firm who play key roles in the firm’s decision-making process

D.

To get the prospect to change over to the new product being offered

E.

All of these

48.

Tom, an experienced salesperson for road construction equipment, has been hired as the sales representative for Caterpillar Tractor Corporation in the state of Ohio. Tom is aware that his company makes products of high quality but is fairly new in the market. Which of the following objectives for Tom’s first sales call on Faulkner Paving, a key prospect, meets the criteria of being realistic?

A.

To get an appointment for a second call

B.

To persuade Faulkner to switch to Caterpillar’s equipment next season

C.

To convince Faulkner to buy one of Caterpillar’s large bulldozers for a trial run

D.

To get Faulkner to watch a two-hour videotape that shows the superiority of the construction of Caterpillar’s products

E.

All of these

49.

Which of the following best exemplifies a measurable sales call objective?

A.

To learn more about a prospect’s needs

B.

To learn about a prospect’s professional background

C.

To improve a prospect’s perception of a salesperson’s company

D.

To build rapport with a prospect

E.

To gain a buyer’s trust

50.

As a salesperson, a simple way to ensure that the sales call objectives determined are measurable is to:

A.

use a canned sales presentation.

B.

follow the guidelines set by your sales supervisor.

C.

set long-term goals based on your sales call objectives.

D.

align your objectives with the strategic objectives of your company.

E.

set objectives that require a buyer’s response.

51.

Ivan’s actual goal from his sales call is to get 10 people to buy his firm’s insurance policies. Ivan hopes to get more than 25 people to buy his insurance policies, get their relatives and friends to buy the policies too, and develop a long-term relationship with these customers. This long-term relationship that Ivan hopes to build in the future is an example of his:

A.

minimum call objective.

B.

routing quota.

C.

zoning quota.

D.

optimistic call objective.

E.

gross margin quota.

52.

While setting objectives for a sales call, the actual goal a salesperson hopes to achieve is known as:

A.

an optimistic call objective.

B.

the gross margin quota.

C.

the zoning target.

D.

a primary call objective.

E.

the routing quota.

53.

Veronica’s goal for her upcoming sales call is to sell 70 chairs to an IT company. She would be willing to sanction an order for 30 chairs if the owner of the company is ready to make a small investment. She is also hoping to convince the manager of the IT company for 200 chairs and to sell them at a 15 percent discount. For Veronica, the sale of 70 chairs is her _____.

A.

minimum call objective

B.

routing quota

C.

gross margin quota

D.

primary call objective

E.

optimistic call objective

54.

Victor is calling on Meridian Cabinetworks. His goal is to close a deal for a customized profile sander valued at about $3,500. He’d be willing to accept if Meridian purchases one of his firm’s ready-made sanders, which costs about $2,000. Victor wants to convince the owner of Meridian to use the sander and to provide his company with a testimonial that would help him approach other local wood workers. For Victor, the sale of the less expensive ready-made profile sander is his _____.

A.

minimum call objective

B.

strategic mission

C.

sales quota

D.

primary call objective

E.

optimistic call objective

55.

Norah’s goal for her upcoming sales call is to sell 10 cases of anchovies to Darby’s Diner, though she would be willing to accept an order for just five cases, too. Additionally, she is planning to approach the owner to enter into an agreement to purchase anchovies only from her supplier. For Norah, setting up a straight rebuy situation with Darby’s Diner is her _____ in this scenario.

A.

minimum call objective

B.

strategic mission

C.

sales quota

D.

primary call objective

E.

optimistic call objective

56.

Jeff is an experienced salesperson in a firm that manufactures agricultural equipment. His goal is to sell five tractors to farmers in a particular village. He is willing to accept orders for two tractors if the farmers are first willing to make a small payment of 10 percent on the cost of the tractor. Jeff would ideally like to sell more than 15 tractors and develop a long-term relationship with these customers. Nevertheless, he accepts the order for two tractors. This sales call objective, where Jeff is willing to adjust his actual goal, is most likely an example of his _____ call objective.

A.

minimum

B.

optimistic

C.

primary

D.

actual

E.

unrealistic

57.

Andrew, who works for TeaTree, is going for his first sales call to Dynamo Motors. TeaTree leads the market in the vending machine industry for beverages. Andrew hopes to meet the members of the buying center first so he can estimate the demand for beverages and engage them in a presentation regarding his products. Additionally, he would like to get permission to give a demonstration at the MNC so its employees can taste TeaTree’s beverages and provide their feedback. Obtaining the permission to provide a demonstration of his vending machine is a(n) _____ for Andrew’s sales call.

A.

minimum call objective

B.

strategic mission

C.

sales quota

D.

primary call objective

E.

optimistic call objective

58.

A salesperson who routinely accomplishes his or her _____ objectives most likely sets his or her objectives too low.

A.

strategic

B.

optimum call

C.

minimum call

D.

primary call

E.

secondary call

59.

TECAmerica, Inc. sells electronic scales used for weighing meats and vegetables. A salesperson for TECAmerica is calling on the headquarters of Kroger supermarkets. He has set his sales call objectives to meet the members of the buying center, to have his product brochures sent to the appropriate geographic division managers of Kroger, and to be allowed to demonstrate the superiority of his company’s scales. If he truly expects to achieve his objective of meeting the members of the buying center, then the others would be classified as _____ call objectives.

A.

ideological

B.

primary

C.

visionary

D.

secondary

E.

minimum

60.

Flora is a chief supplier of flowers to retailers in Dallas. Haley, a salesperson at Flora, is planning to call on a supermarket chain that stocks flowers but does not buy its supplies from Flora yet. Why would Haley set multiple call objectives including the goals of getting the company to buy its Valentine package for $129 and convincing them to display Flora’s samples in some of its stores for her first meeting itself?

A.

Multiple sales call objectives increase the fear of failure, which makes the salesperson try even harder.

B.

Multiple sales call objectives allow the salesperson to avoid focusing on any one sales call objective for too long.

C.

Multiple sales call objectives will force the salesperson to set his or her objectives too high.

D.

Multiple sales call objectives are usually self-correcting in case the call objectives set are too high or too low.

E.

There is no benefit inherent in multiple sales call objectives.

61.

A(n) _____ is defined as a written statement (usually one or two sentences) that clearly states how purchasing a product or service being offered can help solve the customer’s perceived business issue.

A.

optimal sales call objective

B.

mission statement

C.

sales presentation synopsis

D.

statement of expectation

E.

customer value proposition

62.

A(n) _____, which salespeople can share with the CEO of a buyer’s firm, focuses on what an individual manager needs to address and resolve to be able to better contribute to overall company objectives.

A.

optimal sales call objective

B.

mission statement

C.

sales presentation synopsis

D.

statement of expectation

E.

customer value proposition

63.

A safety equipment salesperson calling on a prospect for the first time should try to schedule an appointment with the focus of _____, a person who will listen to the salesperson and provide valuable information about the types of equipment that the company needs.

A.

receptivity

B.

authority

C.

power

D.

expertise

E.

dissatisfaction

64.

Julia, a salesperson of cosmetic products, is meeting with a person who will tell her the ill effects and problems related to the products she supplies. According to Neil Rackham, the person whom Julia is meeting is known as the:

A.

focus of receptivity.

B.

focus of reciprocity.

C.

focus of power.

D.

focus of expertise.

E.

focus of dissatisfaction.

65.

In the context of finding the right person to make a sales call, Neil Rackham suggests that a salesperson should initially try to call on the person who is the:

A.

focus of dissatisfaction.

B.

focus of receptivity.

C.

focus of expertise.

D.

focus of power.

E.

focus of satisfaction.

66.

In the context of finding the right person to make a sales call, Neil Rackham suggests that the focus of dissatisfaction leads to the:

A.

focus of receptivity.

B.

focus of power.

C.

focus of reciprocity.

D.

focus of expertise.

E.

focus of satisfaction.

67.

In the context of finding the right person to make a sales call, which of the following was suggested by Neil Rackham?

A.

A salesperson should initially try to contact the person who is the focus of dissatisfaction.

B.

Going straight to the decision maker as quickly as possible is not necessarily effective selling.

C.

A salesperson should first focus on initiating contact with the person who is the focus of expertise.

D.

A salesperson should avoid initiating a conversation with people who are not in the buying center even though they are excellent listeners.

E.

Salespeople who talk to the person who is the focus of dissatisfaction are effective salespeople.

68.

If an industrial salesperson makes her first call on an employee at a client’s company who is most likely willing to listen and provide valuable information, she is most likely calling on the _____.

A.

focus of dissatisfaction

B.

focus of receptivity

C.

focus of expertise

D.

focus of power

E.

focus of satisfaction

69.

In the buying center, the person who can approve, prevent, and/or influence action is called the _____.

A.

focus of receptivity

B.

focus of dissatisfaction

C.

focus of power

D.

driver

E.

gatekeeper

70.

When making an appointment, it is important for a salesperson to identify an environment conducive to doing business. So, the salesperson should:

A.

choose a place free of distraction for all parties.

B.

ensure the buyer’s subordinates will not be present at the meeting.

C.

arrange the meeting at his/her own company.

D.

plan the meeting during the company’s annual review meetings.

E.

all of these.