Mktg 354 Ch.6, Mktg 354 Ch.7, Mktg 354 Ch.8, Mktg 354 Ch.9, Mktg 354 Ch.10, Mktg 354 Ch.11

Brandon, a salesperson selling machine tools, has called on Mr. Williams, the production manager at the Copper Hill Tool Manufacturing Company. Which of the following responses from Mr. Williams indicates that Brandon must use a different approach to initiate a sales call? A. "Our Dalcon 4000 machine is on its last legs." B. "Our sales for this year are expected to increase by 25 percent and my production team is largely responsible for this growth." C. "Maria Mintz, the director of the purchasing department, makes all the decisions about major equipment purchases." D. "My department's equipment budget is larger than last year's." E. Any of the above.

"Maria Mintz, the director of the purchasing department, makes all the decisions about major equipment purchases."

For which of the following salespeople would prospecting be most important? A. A pharmaceutical sales rep selling heart medications B. A real estate salesperson specializing in residential property C. Dynamo, a maker of fighter aircrafts that has exclusive tie-ups with three of the world's most powerful nations D. An electric transformer salesperson working full time for Florida Power and Light Co. E. A GoodStart cereal salesperson whose territory is Denver

A real estate salesperson specializing in residential property

Which of the following is a way that companies use the Internet to generate leads? A. By developing an extranet B. By placing ads on commonly used pages C. By using social media tactics like live chat on networks D. By using e-mail messages E. All of the above

All of the above

Which of the following statements about lead qualification and management is true? A. Firms often engage in prequalification of leads for their field sales forces. B. A lead management system can be used to grade leads and establish a priority call list. C. The judicious use of technology makes lead qualification and management more efficient and effective. D. Telemarketers are used by some companies to prequalify leads. E. All of the above.

All of the above.

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.

All of the above.

Which of the following statements about the use of the Internet as an effective lead generator is true? A. An advantage of Web-based promotions is their ability to attract numerous international leads. B. A disadvantage associated with using the Internet to generate leads is the high cost. C. The Internet cannot transmit business information in different languages. D. Extranets are created for general marketing efforts with no defined target markets. E. Companies cannot use the Internet to build relationships with current customers.

An advantage of Web-based promotions is their ability to attract numerous international leads.

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

An order on his first sales call

In which of the following methods of prospecting is a salesperson likely to know the LEAST about the prospects called on before meeting them? A. Networking B. Endless-chain method C. Center-of-influence method D. Cold calling E. Seeding

Cold calling

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.

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

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."

Experienced sales representatives use different methods for making appointments with different prospects.

Which of the following is an example of a secondary source of sales leads? A. Industrial trade directories B. Cold calls C. Centers of influence D. Buying communities E. All of the above

Industrial trade directories

Which of the following statements about cold calling as a method of prospecting is true? A. It is a relatively new technique. B. It requires a large amount of information about the prospect before making the initial contact. C. Most purchasing agents prefer cold calling as a method of prospecting. D. It can waste a lot of a salesperson's time. E. All of the above statements about cold calling are true.

It can waste a lot of a salesperson's time.

Which of the following is NOT a limitation commonly experienced with telephone prospecting? A. Customers may find telephone calls annoying. B. Unexpected prospecting calls may interrupt important work in which the prospect is engaged. C. Telephones limit communications to verbal messages. D. It is easier for the person contacted to end the conversation. E. It is a highly expensive method of prospecting.

It is a highly expensive method of prospecting.

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.

It is not measurable.

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.

It is not realistic.

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.

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

Which of the following statements about prospecting is true? A. The value of all qualified leads is identical. B. Not all leads will qualify to be prospects. C. It is unethical to use friends or relatives as sources for leads. D. Personal observation cannot be used to find qualified leads. E. The process of qualifying leads usually results in an increase in the number of leads.

Not all leads will qualify to be prospects.

Which of the following statements about the use of a postscript (PS) at the end of a sales letter is true? A. Postscripts right after the greeting are most effective. B. Postscripts should be used to ask about the prospect's family or some other element of his or her personal life. C. Postscripts should be used to emphasize an important selling point. D. Postscripts should not be used to highlight the requested action because the customer may resent feeling pressurized by the sales team. E. Postscripts should ideally provide details of the sales representative to be contacted for queries.

Postscripts should be used to emphasize an important selling point.

Which of the following is an effective way in which a salesperson can overcome the reluctance to call? A. Engaging in analysis paralysis B. Focusing on memorizing the canned presentation C. Taking the failure to close a deal lightly D. Questioning the validity of the excuses made to avoid sales calls E. Keeping the worst-case scenario in mind in an attempt to motivate oneself

Questioning the validity of the excuses made to avoid sales calls

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.

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

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.

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

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

Secretaries in the salesperson's firm

Which of the following statements about telephone prospecting is true? A. Telemarketing is not limited to consumer sales. B. During telephone encounters, prospects are usually more polite than during face-to-face meetings. C. Inbound telemarketing is rarely used to generate and qualify leads. D. True prospects never find telephone sales calls intrusive. E. Prospecting over telephone is considered to be a poor business practice in the sales industry.

Telemarketing is not limited to consumer sales.

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.

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

Which of the following is a feature of merchandise markets? A. They are also known as trade shows or trade fairs. B. They essentially involve retailers selling to the public. C. They sell a very limited range of goods only at fixed times during a year. D. The sellers are usually manufacturers or distributors. E. They do not encourage bulk buying by resellers because they don't offer discounts.

The sellers are usually manufacturers or distributors.

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.

The telephone is most often used to make an initial appointment.

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

To get an appointment for a second call

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

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

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

To learn about a prospect's professional background

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

analysis paralysis

A lead management system is used to: A. generate leads for a blitz. B. generate leads from already existing customers only. C. analyze the relative value of each lead. D. create an endless-chain for referrals. E. exclusively target customers for telemarketing campaigns.

analyze the relative value of each lead.

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.

barrier.

Legal Eagle Software has developed a program that will save attorneys a lot of time in their research for precedents in product injury liability cases. The marketing director of the company believes that the software is so significant that some attorneys will change their specialties when they discover its availability. Therefore, all six of the salespeople in this region have been brought to Franklin County for two days, where they will attempt to call on every lawyer within a one mile radius of the county court house. This type of cold canvassing is called a _____. A. referral event B. distress sale C. blitz D. social media campaign E. sales funnel

blitz

Roger is a sales representative for a farm equipment supplier. Almost twice a month, he visits Frank Copeland's farm. Copeland has not bought a new piece of equipment from Roger in the last 20 years, but he always seems to know who is looking to buy Roger's goods. Copeland likes to gossip and shares his information with Roger freely. Frank Copeland would be a good example of a: A. deep seller. B. driver. C. center of influence. D. free canvasser. E. spotter.

center of influence.

To qualify as a prospect, it is imperative that a lead have all of the following characteristics EXCEPT: A. charisma. B. authority to buy. C. ability to pay. D. eligibility to buy. E. needs.

charisma.

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.

choose a place free of distraction for all parties.

Rashid has been asked to target an affluent neighborhood in Toledo to sell his company's vacuum cleaners. With a sample, he goes from door to door to see if he can find someone who is interested in buying a vacuum cleaner or to watch a demonstration at least. Rashid is engaging in _____ in this scenario. A. cold calling B. data mining C. personalized telemarketing D. seeding E. deep selling

cold calling

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

customer value proposition

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

customer value proposition

Judy is a local sales representative for an insurance company. The economy is stagnant and very few new residents are moving into her territory. Consequently, Judy decides to assess the potential for additional sales among her existing customers. Judy is planning to use a(n) _____ strategy. A. endless-chain B. data mining C. deep selling D. cold-calling E. seeding

deep selling

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.

dependent on the type of selling.

Often the primary function of salespeople at trade shows is to: A. engage in cold calling. B. study customers' responses to product features and benefits. C. make customized and individualized presentations for all interested buyers. D. make use of the Internet to popularize their products. E. discover and qualify leads for future follow-up.

discover and qualify leads for future follow-up.

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

dissatisfaction

In the case of insight selling, salespeople target those prospects who: A. constitute their current and satisfied group of clients. B. purchase stock centrally from the home office of their company. C. demonstrate a sluggish approach toward making purchase decisions. D. do not have a clear understanding of what they need and are in a state of flux. E. require consultants or system integrators to begin their operations.

do not have a clear understanding of what they need and are in a state of flux.

As Sandra concluded her sales interview with Burt, she said, "I'm pleased you see the value of this new software for managing your inventory. Can you suggest some other small business owners who might like to see it?" Sandra is using the _____ method of prospecting. A. selling center B. endless-chain C. lists and directories D. spotters E. canvassing

endless-chain

Wallace represents a manufacturer of hearing aids. Lisa, an audiologist to whom Wallace sold one of his company's new Max-Ear 2001, is so pleased with its performance, that she has written a testimonial and listed some other audiologists who Wallace may approach. This is an example of the _____ method used in prospecting. A. endless-chain B. spotter C. insight selling D. cold call E. data mining

endless-chain

When a salesperson can only sell to prospects located within a certain geographical location, the salesperson is said to be managing sales for a(n) _____. A. deep seller B. exclusive sales territory C. star client D. national account E. system integrator

exclusive sales territory

A salesperson may suffer from call reluctance if he or she: A. feels intimidated by the corporate title assigned to the prospect. B. is overly concerned with being successful. C. spends too much time preparing for the sales call. D. feels guilty for having selected a career in sales. E. experiences any or all of the above.

experiences any or all of the above.

After a sales letter gains a prospect's attention, the next thing it must do is: A. explain why the reader should take the desired action. B. create curiosity about the product being sold. C. ask the reader to take a specific action. D. point out a deadline for action. E. tell the reader when to expect the follow-up visit or phone call from the sales representative.

explain why the reader should take the desired action.

When Grant visited his supplier's Web site, he entered a code provided to him and went to a customized site listing his recent purchases, sale items, and complementary products he might need. Grant was most likely visiting a(n) _____. A. spam filter B. extranet C. blog D. sponsor E. intranet site

extranet

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

focus of power

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

focus of receptivity

In a buying center, a screen can take on the role of a(n) _____. A. seller B. decider C. user D. influencer E. gatekeeper

gatekeeper

The primary purpose of webinars is to: A. generate leads and provide information to prospective customers. B. promote new products to all potential customers. C. enhance cold calling initiatives among the sales force. D. expand databases for effective data mining. E. reduce search engine costs and sell deeper.

generate leads and provide information to prospective customers.

The purpose of a blitz is to: A. build partnerships between a selling firm and a buying firm. B. increase a company's sales budget. C. generate leads for a local salesperson through cold calling. D. blanket a particular geographic area with sales letters. E. improve a salesperson's ability to make custom sales presentations.

generate leads for a local salesperson through cold calling.

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

going over the screen

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.

going through the screen.

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

going under the screen

The first paragraph of a sales letter should: A. explain why the reader should buy a product. B. grab the reader's attention. C. ask the reader to take a specific action. D. point out a deadline for action. E. all of the above.

grab the reader's attention.

Wallace is the Nebraska territory salesperson for a firm selling kitchen appliances to mobile home manufacturers. At a school reunion, an old friend approaches him and says, "What a coincidence! I'm the director of purchasing for Bilt-Tite Mobile Homes in Franklin, Georgia. Why don't you contact me next week and let's see if we can do business?" Unfortunately, Wallace cannot do business with his friend because: A. he does not need Wallace's products in his business. B. companies discourage the use of personal contacts to generate leads. C. his business is not located within Wallace's authorized territory. D. Wallace will not be able to approach him favorably. E. he does not have the authority to buy Wallace's appliances.

his business is not located within Wallace's authorized territory.

When a large chain of stores such as Home Depot or Kmart buys items centrally from its home office, selling companies often designate these customers as _____ accounts, which means that their needs are handled by their corporate offices, and local salespeople need not attempt to solicit business from any branches of these clients that come within their territory. A. house B. bounce-back C. functional D. limited E. generational

house

A buyer at Monrovia Nursery Company sees an ad for a new type of Christmas tree stand in a trade magazine and responds by calling a toll-free number in the ad. This is an example of _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

inbound telemarketing

When a respiratory therapist saw an article about Zyran, an over-the-counter smoking cessation drug that does not contain nicotine, he called the toll-free number provided by the manufacturer to learn more about the drug and to ask that a salesperson call on him. This is an example of _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

inbound telemarketing

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

influential adversary

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.

it guarantees that a deal will be finalized.

Robina received a memo with the name of a person who wrote to her company inquiring about the firm's radiology equipment. The person who made the inquiry is best classified as a: A. qualified prospect. B. client. C. lead. D. prospect. E. customer.

lead.

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

minimum call objective

Laura, a sales representative, knows that the presentation she gave did not go well. She is anxious that the prospect, a leader in the local Chamber of Commerce, may mention her poor performance to other potential clients, thus leading to _____. A. lead qualifications B. seeding clients C. cold calls D. negative referrals E. referred leads

negative referrals

Ruth used her personal connections with the manager at Hampton Industries, a manufacturer of decorative paper items, to become the first salesperson to call on a company that was using recycled paper to make posters. Ruth used her _____ abilities to make this sales call possible. A. seeding B. personalized sales C. canvassing D. networking E. telemarketing

networking

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.

obtain the prospect's commitment.

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

optimistic

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

optimistic call objective

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

optimistic call objective

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

optimum call

In _____, telephones are used to generate leads and then to qualify those leads. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

outbound telemarketing

Quentin and ten other students work three hours per day calling people on various lists Harold, their employer, provides them. Their job is to determine if those individuals are interested in buying vinyl siding for their homes and whether they qualify for a visit by one of Harold's field representatives. Quentin is engaged in _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

outbound telemarketing

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.

phenomenon called analysis paralysis.

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

primary call objective

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

primary call objective

As Sharon concluded her sales interview with Burt, he said, "I was so happy with your products that I spoke with other manufacturers in this area and they would like you to contact them in this regard." For Sharon, Burt is a: A. center-of-influence. B. negotiator. C. promoter. D. spotter. E. driver.

promoter.

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.

prospect may justifiably refuse to take the deal forward.

Kalesha's job as a field representative for a plumbing supplies manufacturer is to locate businesses that might buy her firm's products. This activity is called _____. A. prospecting B. leading C. scoping D. precalling E. seeding

prospecting

The process of locating potential customers for a good or service is defined as _____. A. adapting B. investigating C. prospecting D. anticipating E. inquiring

prospecting

The process of determining if a lead is indeed a prospect is referred to as: A. sourcing the lead. B. brokering a deal. C. precalling a customer. D. qualifying a lead. E. seeding a client.

qualifying a lead.

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

receptivity

Tom has been invited to spend the weekend at Hilton Head by a stock broker called Nathan. His broker asks Tom to bring along a few of his professional friends as well. The stock broker is organizing a: A. trade fair. B. referral event. C. list and directory seminar. D. spotter show. E. canvassing event.

referral event.

Adam told Bonnie that Jacqueline, his sister, might be interested in the sprinkler that she was planning to sell. For Bonnie, Jacqueline becomes a(n) _____. A. introductory prospect B. mere suspect C. qualified prospect D. referred lead E. listed lead

referred lead

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.

review what has been learned from the precall information gathered.

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

screen

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

secondary

In the final paragraph of a sales letter, a writer should: A. wait until the last sentence to demand money. B. seek commitment to the desired course of action. C. use expressions like "Why not buy now?" to give the reader the feeling of having a choice. D. remind the reader that the offer being made in the sales letter will never be canceled. E. assume that the reader is intelligent enough to know what needs to be done and avoid repeating information provided in the body of the letter.

seek commitment to the desired course of action.

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.

set objectives for the call.

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.

set objectives that require a buyer's response.

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.

specific, realistic, and measurable.

Horizon Gifts is involved in corporate gifting solutions for large companies. Cal is a long-time user of the service provided by Horizon Gifts, and he often suggests possible clients to the service's sales representatives. Every time the lead Cal has provided actually results in a purchase, Cal receives a free gift, which might be anything from a can of assorted nuts to a wool muffler. Cal acts as a _____ for Horizon Gifts. A. driver B. spotter C. gatekeeper D. negotiator E. mediator

spotter

Pete is a salesperson at the local Honda dealership. He frequently offers buyers $50 if they provide him with the contact details of a customer who wants to buy a car. Pete is attempting to get these people to act as his: A. salespeople. B. spotters. C. drivers. D. gatekeepers. E. steppers.

spotters.

Diva, a large cosmetics company, wants to create a Web site to sell its cosmetics online. The company wants its employees to be trained to maintain the Web site. The CEO also wants an extranet to be created and internal networking facilities to be established for videoconferencing and similar functions. Since the process requires inputs from several different experts, Diva has outsourced the purchase of these services to Maxwell Consultants who will find and hire the people to build Diva's Web site and train its employees as well. Maxwell Consultants will act as a _____ for Diva. A. gatekeeper B. network seller C. strategic analyst D. systems integrator E. functional supplier

systems integrator

Everlast Tire Company has hired a consulting agency, Waddell and Hartley, to acquire the equipment needed to automate its second factory. Waddell and Hartley will be responsible for purchasing all the goods and services necessary for the plant, making sure that they are compatible, and turning them over to Everlast, a facility that is ready to operate. Waddell and Hartley would be called a(n) _____. A. systems integrator B. decentralized agency C. functional supplier D. industrial facilitator E. industrial distributor

systems integrator

All of the following are reasons why a salesperson may suffer from call reluctance EXCEPT: A. a compulsive need to argue. B. the need to meet a prospecting quota. C. the concern about worst-case scenarios. D. the concern about prospecting over the telephone. E. the fear of losing friends.

the need to meet a prospecting quota.

The question, "Can the lead be approached favorably?" refers to whether: A. the salesperson is able to make a good first impression on most prospects he or she approaches. B. the prospect is merely a lead or is a qualified lead. C. the salesperson has anything to offer the prospect. D. the prospect has the authority to take the deal forward. E. the prospect is accessible to the salesperson.

the prospect is accessible to the salesperson.