Deck 7: Planning the Sales Call

Question 1

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

Answer 1

True

Question 2

The most important step in planning a sales call is to set objectives for the call.

Answer 2

True

Question 3

Prospects generally take the time to fill salespeople in on all the details of their business.

Answer 3

False

Question 4

Not all prospects will or should become strategic partners with a seller's firm.

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

Secretaries and receptionists in a prospect's firm usually are a rich source of information.

Question 12

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

Question 13

Analysis paralysis refers to a situation where the buying firm is unable to perform an appropriate vendor analysis.

Question 14

It is important for sellers to plan objectives for a call that can be accomplished within the time allocated for that sales call.

Question 15

An influential adversary is a competing salesperson from another company.

Question 16

Salespeople must strike a balance between the time spent in planning a sales call and actually meeting prospects.

Question 17

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

Question 18

Noncompeting salespeople are a good source of precall information.

Question 19

All sales objectives should be either specific or measurable.

Question 20

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.

Question 21

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

Question 22

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.

Question 23

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 the 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.

Question 24

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

Question 25

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

Question 26

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.

Question 27

"Sell some units of the product to the client" is a specific sales objective.

Question 28

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.

Question 29

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.

Question 30

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

Question 31

Appointments dignify salespeople and help get the sales process off to a good start.

Question 32

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

Question 33

All of the following are generally recognized as advantages of planning sales calls EXCEPT:

A) it increases the customer's confidence.
B) it saves the customer's time.
C) it guarantees that a deal will be finalized.
D) it gives the salesperson more time for tasks associated with managing his or her territory.
E) it helps the salesperson to deliver a sales presentation based on specific objectives.

Question 34

Multiple sales objectives reduce salespeople's fear of failure.

Question 35

A salesperson who is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing _____.

A) research myopia
B) analysis paralysis
C) cognitive dissonance
D) data blindness
E) customer reticence

Question 36

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

Question 37

Which of the following would be the LEAST useful source of information about a prospect for a new salesperson?

A) Secretaries in the salesperson's firm
B) Other noncompeting salespeople
C) The prospect's Web page
D) The salesperson's company database
E) The prospect's competitors

Question 38

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 the above.

Question 39

Luke and his wife,Coreen,supply cut flowers to florists in Dallas.They have been approached by a salesperson for a horticultural firm that wants to sell them a product that keeps flowers fresh for a long time.Unfortunately,the owner of the horticultural company was once very rude to Coreen and she harbors some resentment toward the owner.While Luke may want to buy the product,his wife will act as a(n)_____ in this situation.

A) influential adversary
B) actual competitor
C) potential competitor
D) sales bulwark
E) opposing implement

Question 40

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

Question 41

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

Question 42

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.

Question 43

Andrew,a sales representative for AirCon,has to call on the owner of a chain of automobile showrooms to sell his company's new line of air conditioners.His primary objective for the first sales call is to crack an exclusive deal with the owner.This would enable him to install his company's air conditioners across all the showrooms his prospect has.Which of the following is a drawback of this primary call objective?

A) It is too qualitative.
B) It is not realistic.
C) It is not challenging enough.
D) It is incomplete because it does not specify the after sales service.
E) It is not measurable in monetary terms.

Question 44

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.

Question 45

SRC Refrigeration Company manufactures and sells refrigerator display units for flowers.Ronald,a salesperson for the company,is calling on a large supermarket chain in an attempt to provide a demonstration of SRC's new product which "bathes flowers in generous humidity and uniform air temperature." One of Ronald's sales call objectives is to replace all refrigeration units in the 235-store chain with SRC units.This sales call objective is most likely an example of a(n)_____ call objective in this scenario.

A) optimistic
B) minimum
C) primary
D) secondary
E) basic

Question 46

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 the above

Question 47

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

Question 48

Alexandra's goal for her upcoming sales call is to sell five 22-inch cut self-propelled lawn mowers to Murphy's Hardware.She would be willing to accept an order for three mowers if the client is ready to make a small investment.She is hoping to convince the owner for fifteen mowers and to sell them at a promotional price of $179.For Alexandra,the sale of five mowers is her _____.

A) minimum call objective
B) secondary agenda
C) sales quota
D) primary call objective
E) optimistic call objective

Question 49

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 the above

Question 50

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 one his firm's ready-made sanders,which cost 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

Question 51

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 also 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

Question 52

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 the above.

Question 53

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.

Question 54

Victor is calling on Meridian Cabinet Works.His goal is to close the deal for a customized profile sander valued at about $3,500.He would be willing to accept a purchase of one his firm's ready-made sanders,which cost about $2,000.Victor would try to convince the owner of Meridian to use the sander and to provide his company with a testimonial because this would help him approach other local wood workers.For Victor,the sale of the custom-built profile sander is his _____.

A) minimum call objective
B) secondary target
C) sales quota
D) primary call objective
E) customer value proposition

Question 55

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

Question 56

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

Question 57

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.

Question 58

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.

Question 59

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.

Question 60

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 this 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.

Question 61

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

Question 62

The best time to make a sales call is:

A)before 9:00 A.M.and after 4:00 P.M.
B)immediately after lunch when they are most likely to be in a pleasant mood.
C)between 9: AM to 11: AM.
D)between 9:00 A.M.and 4:00 P.M.
E)dependent on the type of selling.

Question 63

Which of the following statements about making appointments for sales calls is true?

A) Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the president of the firm.
B) Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of power."
C) In industrial selling situations, a salesperson gets a substantial order on his or her first sales call when he or she approaches the prospect after calling up for an appointment.
D) Experienced sales representatives use different methods for making appointments with different prospects.
E) Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of dissatisfaction."

Question 64

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

Question 65

When making a telephone call to a new client,salespeople must:

A) contact the top management of the company directly.
B) prepare themselves for any objections that may come up in the conversation.
C) avoid answering any queries raised by the prospect about their products or services.
D) attempt to finalize the deal during the first call itself.
E) prepare to aggressively market their product over the telephone.

Question 66

Which of the following statements about telephoning to make sales appointments is true?

A) The telephone is most often used to make an initial appointment.
B) Booking an appointment by phone is advantageous because the prospect's nonverbal reactions to the salesperson can be observed and assessed.
C) Trying to make an appointment by phone is a waste of a salesperson's time.
D) The goal of a telephone call is to sell a product.
E) It is more acceptable to go to the prospect's office to make the first appointment.

Question 67

As the CEO's personal assistant,Robert's job involves taking calls from sales representatives from different companies.He sorts them and selects the salespeople who get to speak directly to his boss.In this situation,Robert is acting as the _____.

A) point of dissatisfaction
B) screen
C) user
D) risk-taker
E) center of influence

Question 68

Kathy makes an appointment with a potentially important prospect.She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry.Kathy is most likely engaging in _____.

A) webcasting
B) customer value messaging
C) seeding
D) videoconferencing
E) cold calling

Question 69

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

Question 70

Aaron,a safety equipment salesperson,was making his second sales call on a prospective client.Aaron wanted to have a meeting with the focus of _____ because this individual would be able to explain how the company was not adequately protecting its employees from potential injuries.

A) receptivity
B) reciprocity
C) power
D) expertise
E) dissatisfaction

Question 71

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

Question 72

To get the CEO's secretary to give him an appointment,Oscar mentioned an earlier discussion he had with the president of the firm about what his company has to offer.Oscar is hoping that this technique of _____ will allow him to see the CEO sooner.

A) going through the screen
B) going over the screen
C) going around the screen
D) going under the screen
E) ignoring the screen

Question 73

Billy is a charming sales representative.He uses his skills and persuades the prospect's secretary to get him a face-to-face meeting with the prospect.He convinces her that the product he is selling will greatly benefit her company.The technique that Billy is using is known as:

A) ignoring the screen.
B) taking down the screen.
C) going under the screen.
D) going through the screen.
E) going over the screen.

Question 74

Al sells everything a company needs to market decorative balloons-the balloons themselves,ribbons,helium tanks,etc.He wants to talk to the owner of a large catering company because balloons are great decorations for birthday tables,baby showers,and other such social occasions.Unfortunately,every time he tries to talk to the owner of the catering company,he finds himself in an unnecessarily long conversation with the assistant caterer who does not let him talk to the owner.The assistant caterer is assuming the role of a(n):

A) barrier.
B) decider.
C) driver.
D) risk-taker.
E) arbitrator.

Question 75

Kerry,a sales representative from Spitz Inc.,has a lead on a potential customer for her company's line of vacuum cleaners.She calls the prospect's firm and speaks to the secretary.What should be the primary goal of this call?

A) To make an appointment with the prospect
B) To finalize the sale of the vacuum cleaners
C) To make Spitz the sole supplier of vacuum cleaners to the prospect
D) To engage in the practice of seeding
E) To compromise the credibility of competing salespeople

Question 76

Hugh sells copying equipment to colleges and universities.He competes with Xerox,Canon,and similar firms.Hugh's sales manager requires him to make an appointment when he calls on a prospect for the first time.Which of the following is LEAST likely to happen as a result of the appointment?

A) An increase in his chances of talking to the right person
B) An order on his first sales call
C) An increase in his dignity as a salesperson
D) A good start to the relationship by putting the prospect and Hugh on the same level
E) An increase in the probability of getting adequate uninterrupted time with the prospect

Question 77

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 the above.

Question 78

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

Question 79

For making appointments,Barrett often calls the offices of his prospects after 5:30 p.m.He knows executives frequently work late,and that after normal business hours they often answer their own telephones.In this way,he avoids dealing with a secretary or receptionist who might prevent him from seeing the executives.This method of dealing with barriers is called _____.

A) blockade running
B) bypassing the gatekeeper
C) going under the screen
D) going around the screen
E) an end run

Question 80

In a buying center,a screen can take on the role of a(n)_____.

A) seller
B) decider
C) user
D) influencer
E) gatekeeper