Question 1

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 of 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

Accepted Answer

Step three of a customer benefit plan focuses on financial aspects like profit forecasts, payment plans, ROI, and margins. Features are typically discussed earlier in the presentation.

Question 2

You have been asked to explain to a new salesperson the importance of creating appropriate sales call objectives.Which of the following would you not consider including in your explanation?
A)Make a goal specific objective
B)Memorize and don't write down your sales call objective
C)Develop some flexibility in the objective in case it fails
D)Make use of the SMART sales objectives
E)Take time to plan out the objective

Accepted Answer

Memorizing the sales call objective and not writing it down will not be included in the explanation as it is not effective and increases the chances of forgetting important details. The other options of making a goal specific objective, developing flexibility in the objective, using SMART sales objectives, and taking time to plan out the objective are all important to explain the importance of creating appropriate sales call objectives.

Question 3

Kayla is a salesperson who fears intruding on others or being pushy and she often finds herself being intimidated by upmarket customers.Which of the following call reluctance type would Kayla have?
A)Stage Fright Sales CR
B)Social-self Consciousness Sales CR
C)Oppositional Reflex Sales CR
D)Separationist Sales CR
E)Yielder Sales CR

Accepted Answer

Kayla's fear of intruding on others and being seen as pushy suggests that she may have Social-self Consciousness Sales Call Reluctance, which is characterized by a fear of rejection and concern about how others perceive the salesperson.

Question 4

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.

Accepted Answer

John has invited you into his office for a meaningful conversation about your e-books, indicating that he is interested in your product and willing to listen to your sales pitch. However, this does not necessarily mean that he already believes your e-books will meet his specific needs, has a boiling desire for your product, or fully understands why he should buy from you. Therefore, option C, which indicates that you have achieved the interest stage of John's mental process, is the best choice.

Question 5

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

Accepted Answer

Before calling a potential buyer, it's important to establish your objectives for the call. This could include setting up an appointment, gathering information about their needs, or simply introducing yourself and your company. Knowing your objective will help you stay focused during the call and increase your chances of success. While it's important to prepare an opening statement and anticipate objections, these tasks can be done after you've established your objectives. Thanking them for their time is also important, but should be done at the end of the call. Therefore, the best choice is C.

Question 6

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

Accepted Answer

The FAB process (Features, Advantages, Benefits) is best associated with turning a lukewarm prospect into an interested one by clearly explaining the benefits of the product, making it more appealing to the prospect.

Question 7

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

Accepted Answer

Bailey's behavior of refusing coaching and advice aligns with "Oppositional Reflex," which is characterized by resistance to guidance and a tendency to reject suggestions from others.

Question 8

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

Accepted Answer

Engaging gatekeepers and building a positive relationship with them can help in gaining access to decision makers and increase the chances of success in the sales process. It's important to recognize that gatekeepers are valuable members of organizations and should be treated with respect. Sneaky tactics, ignoring, and bribing them are unethical and can damage the reputation of the salesperson and their company. Sweet talking may work in some cases, but building a genuine relationship is a more sustainable approach.

Question 9

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

Accepted Answer

In the conviction step, the prospect is convinced and has no remaining doubts, leading them to decide to buy.

Question 10

What term describes a salesperson that fears calling customers?
A)being chicken
B)social shyness
C)call reluctance
D)telephobic
E)telephone fear

Accepted Answer

Call reluctance is a term that specifically describes a fear or hesitancy to make sales calls. The other options are not specific to sales and/or are not commonly used terms.

Question 11

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

Accepted Answer

The interruptions mentioned such as a secretary, phone call, and time constraints are most likely to distract the prospect during the attention phase. This is when the salesperson is trying to grab the prospect's attention and interest in the product or service being offered. Interruptions and distractions during this phase can derail the sales pitch and make it difficult for the salesperson to convey the value of the product or service.

Question 12

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

Accepted Answer

The second of the five mental steps in deciding to buy from you is Interest. This is the stage where the prospect shows interest in your product or service and is willing to learn more about it. They may ask questions, read your website or marketing materials, or speak with a sales representative to gather information. It is important to capitalize on this stage by providing helpful and informative resources to the prospect to further their interest and move them towards making a purchase.

Question 13

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

Accepted Answer

SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bounded. Option D has all five elements that make up a SMART sales objective. Specific, Measurable, and Relevant ensure that the objective is clear, quantifiable, and relevant to the sales team's overall goals. Achievable ensures that the objective is attainable with the resources and time available. Time-bounded ensures that the objective has a specific deadline for completion.

Question 14

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

Accepted Answer

Marie's statement reflects a strong belief or conviction in Peter and his company, indicating she is convinced and ready to proceed with the investment.

Question 15

Chris has call reluctance issues.He often worries too much during his sales calls over the phone which makes him not take any risks.What type of call reluctance is Chris suffering from?
A)Yielder Sales CR
B)Telephobia Sales CR
C)Stage Fright Sales CR
D)Referral Aversion Sales CR
E)Doomsayer Sales CR

Accepted Answer

Chris's excessive worrying during sales calls aligns with Doomsayer Sales Call Reluctance, where individuals fear negative outcomes and avoid taking risks.

Question 16

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)attention, interest, action, desire, conviction, purchase

Accepted Answer

The correct order is attention, interest, desire, conviction, purchase. Attention is the first step to draw the prospect's interest to the product, followed by building their interest in it. The next step is to create a desire for the product, which then leads to convincing the prospect that it is the right choice for them (conviction). Finally, the prospect makes the purchase. Option A and B have incorrect order or missing steps, and Option D has an extra step (action) that is unnecessary as it is included in the purchase step. Option E has the order of interest and action reversed.

Question 17

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 $10,000 per year in lost commissions
C)call reluctance may end up costing $10,800 gross sales per month
D)call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have learned to manage their fear
E)a call reluctant salesperson loses more than 15 new accounts per month to competition

Accepted Answer

The research does not support the idea that customers benefit from dealing with salespeople that experience call reluctance.

Question 18

According to the authors of the textbook, a good pre-approach 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 pre-approach letter?
A)your company should be the central theme of the letter
B)letter should be customized or a particular prospect
C)provide all of the contact information for yourself
D)sign the letter with a pen at the end
E)avoid using metered stamps

Accepted Answer

The authors do not recommend that the company should be the central theme of the letter. Instead, they suggest focusing on the prospect and their specific needs.

Question 19

What does the acronym CR stand for?
A)Call Relationship
B)Customer Relationship
C)Call Reduction
D)Call Reluctance
E)Customer Recovery

Accepted Answer

The answer of What does the acronym CR stand for?
A)Call...

Question 20

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

Accepted Answer

The classic types of personalities related with call reluctance are Overpreparer, Separationist, Role Rejector, and Telephobic. Over Confidence is not considered one of the classic types of personalities related to call reluctance.

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

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 of a customer benefit plan?

You have been asked to explain to a new salesperson the importance of creating appropriate sales call objectives.Which of the following would you not consider including in your explanation?

Kayla is a salesperson who fears intruding on others or being pushy and she often finds herself being intimidated by upmarket customers.Which of the following call reluctance type would Kayla have?

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?

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?

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

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

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

What term describes a salesperson that fears calling customers?

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?

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

Setting a SMART sales objective involves setting objectives which are:

Chris has call reluctance issues.He often worries too much during his sales calls over the phone which makes him not take any risks.What type of call reluctance is Chris suffering from?

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.

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?

According to the authors of the textbook, a good pre-approach 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 pre-approach letter?

What does the acronym CR stand for?

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