ABC’s of Relationship Selling, 13e (Futrell)
Chapter 7 Planning the Sales Call is a Must!
1) Purpose is a list of plans, goals, or objectives that differ from one sales call to another.
2) Successful people have a tendency to make, implement, and evaluate plans.
3) A plan is defined as the act of setting a goal and accomplishing it.
4) According to the text, a salesperson’s purpose, plan, and goal do not center on helping but on
selling.
5) The lack of trust towards salespeople is caused by the self-centered nature of some
salespeople.
6) Empathy and kindness are the primary bridges between buyer and seller.
7) Trust serves as the glue that enables relationships.
8) Careful planning of every aspect of the sales call helps the salesperson be organized and
prepared to interact with the customer.
9) High-performing salespeople tend to be strategic problem solvers for their customers.
10) Prospecting is often referred to as the preapproach.
11) The top salespeople who are effective strategic problem solvers have the skills and
knowledge to develop mutually beneficial agreements.
12) The purpose of the strategic customer relationship between a salesperson and a customer is
the joint pursuit of mutual goals.
13) Today’s salespeople need to be creative problem solvers who have the ability to develop and
combine nontraditional alternatives to meet the specific needs of the customer.
14) In order to become a creative problem solver, the salesperson may NOT have to invest a
significant amount of effort into delving into the buyer’s needs.
15) Mutual goals of customers and sales organizations include increasing sales and profits.
16) Salespeople and customers need to work together to achieve a mutually beneficial
agreement.
17) In order to be a success, it is imperative that a salesperson be able to tailor a customized
solution for each customer.
18) According to surveys, there has been a shift in recent years from collaborative relationships
between sellers and buyers to more adversarial arrangements.
19) Planning the sales call is the key to success.
20) Nervousness is a normal component of giving sales presentations, and there is nothing that
can be done to reduce it.
21) By carefully planning and practicing your sales presentation, you increase confidence in
yourself and your ability as a salesperson.
22) Good business relationships are built on your knowledge of your company, industry, and
customers’ needs.
23) Planning is most effective and efficient when done logically and methodically.
24) A salesperson cannot make a sales call without a sales call objective.
25) Selling is a very complex process, but it is easy to do on a consistent basis.
26) Salespeople can focus their activities by writing down predetermined goals prior to sales
calls.
27) Planning is only necessary when a salesperson is making a formal presentation.
28) The sales call objective should be directly beneficial to the customer.
29) The best possible sales call objective is to get an order because it reflects the salesperson’s
self-confidence and a specific goal.
30) The four components of sales call planning are (1) determining the sales call objective; (2)
developing or reviewing the customer profile; (3) developing a customer benefit plan; and (4)
preparing for closing the deal
31) A SMART sales call objective is specific, measurable, actionable, reliable, and timely.
32) A customer profile should answer the question, “What are the purchasing policies and
practices of the account?”
33) The customer benefit plan contains the nucleus of the information used in the salesperson’s
sales presentation.
34) The main reason the prospect should purchase your product is that its benefits fulfill certain
needs.
35) When Mack Latham selects and then suggests the type of networking software his prospect
should buy, he is working on step three of his customer benefit plan.
36) Value analysis is an example of a business proposition for an industrial product.
37) Topics to discuss during the business proposition segment of a sales presentation include list
price, shipping costs, and ROI.
38) Before developing your presentation, you need to determine the prospect to call on and make
an appointment.
39) The last step in planning your sales call is to develop a marketing plan for the prospect.
40) The first of a prospect’s five mental steps in buying is ignorance.
41) A salesperson knows that a prospect’s desire for a product is solidified when the potential
buyer asks a question about price.
42) The salesperson prepares to ask the prospect to make a purchase after conviction has been
established.
43) Closing the sale is always the most difficult part of the sales presentation.
44) The FAB formula helps a salesperson increase a prospect’s desire for a product.
45) According to The Core Principles of Professional Selling, your primary purpose for any sales
call should be to:
A) determine who has the authority and the ability to be a buyer.
B) create a long-term relationship with all prospects.
C) meet and provide help to a prospect.
D) sell a product to every prospect.
E) qualify leads efficiently.
46) Which of the following statements about the purpose for any sale is most likely false?
A) Purpose is broad in scope.
B) Purpose helps define who you are as a sales professional.
C) Purpose is a list of objectives that differ from one sales call to another.
D) Purpose directs how you approach each sales call.
E) Purpose defines success for you.
47) According to The Core Principles of Professional Selling, a salesperson should have a
________ that focuses all sales efforts on serving others.
A) goal
B) quota
C) target
D) purpose
E) plan
48) A ________ is a method of achieving an end.
A) plan
B) goal
C) target
D) purpose
E) quota
49) According to The Core Principles of Professional Selling, a plan should primarily be based
upon:
A) truth.
B) action.
C) benefits.
D) sales goals.
E) personal success.
50) Setting a goal and accomplishing it is called:
A) plan.
B) goal.
C) target.
D) success.
E) quota.
51) Only through ________ can trust be supported to bridge the gap between sellers and buyers.
A) purpose
B) faith
C) planning
D) truth
E) success
52) What is often referred to as the glue that enables relationships?
A) Trust
B) Empathy
C) Kindness
D) Caring
E) Love
53) What is often referred to as the preapproach?
A) Planning
B) Targeting
C) Evaluation
D) Analysis
E) Designing
54) Which term refers to programs, goals, and problems of great importance to customers?
A) Creative
B) Analytical
C) Strategic
D) Evaluative
E) Marginal
55) A(n) ________ is a formal relationship between a salesperson and a customer for the purpose
of pursuing mutual goals.
A) transactional relationship
B) exchange-oriented dependency
C) symbiotic relationship
D) strategic customer relationship
E) joint decision-making alliance