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True / False
1. Establishing objectives is a critical component of self-leadership.
a.
True
b.
False
ANSWER:
True
2. Stage One of self-leadership is territory analysis.
a.
True
b.
False
ANSWER:
False
3. The presence of clear goals and objectives leads a salesperson to drift from task to task.
a.
True
b.
False
ANSWER:
False
4. Effective goals for self-leadership are those that are easy for salespeople to achieve.
a.
True
b.
False
ANSWER:
False
5. A salesperson’s account goal is directly dependent on his or her personal goal.
a.
True
b.
False
ANSWER:
False
6. A salesperson’s desire to sell a certain amount of product within an area in order to achieve personal goals is referred to
as a territory goal.
a.
True
b.
False
ANSWER:
True
7. The process of placing existing customers and prospects into categories based on their potential as customers is known
as territory analysis.
a.
True
b.
False
ANSWER:
False
8. Portfolio analysis is the most often used method for account classification and is analyzed on the basis of a single
factor.
a.
True
b.
False
ANSWER:
False
9. Stage Two of self-leadership identifies and establishes the priority and potential of each account in the territory along
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with the relative location of each account.
a.
True
b.
False
ANSWER:
True
10. Stage Three of self-leadership involves developing strategies and plans that will guide salespeople toward achieving
their goals.
a.
True
b.
False
ANSWER:
True
11. Sales planning should ideally start with a short-term plan.
a.
True
b.
False
ANSWER:
False
12. Written plans are better developed and provide more motivation and commitment for salespeople to carry them
through to completion.
a.
True
b.
False
ANSWER:
True
13. Technology and automation help today’s salespeople to constantly keep in touch with customers, with sales support,
and with sales data and information.
a.
True
b.
False
ANSWER:
True
14. Customer relationship management software applications are used for account classification.
a.
True
b.
False
ANSWER:
False
15. An extranet is a special form of intranet that is accessible to the public.
a.
True
b.
False
ANSWER:
False
16. High-tech sales support offices provide points of access to the various networks, intranets, and extranets the
organization maintains.
a.
True
b.
False
ANSWER:
True
17. Convenience and productive time are maximized by high-tech sales support offices.
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a.
True
b.
False
ANSWER:
True
18. In the self-leadership process, assessment and evaluation must be done only at the end of the project period.
a.
True
b.
False
ANSWER:
False
19. In Stage Five of self-leadership, assessment checkpoints should be built into plans at progressive points in time to
encourage and facilitate the evaluation of one’s progress.
a.
True
b.
False
ANSWER:
True
20. Salesperson effectiveness in building internal and external partnerships is a key driver of customer satisfaction.
a.
True
b.
False
ANSWER:
True
21. External relationships are relationships salespeople have with other individuals in their own company.
a.
True
b.
False
ANSWER:
False
22. A salesperson’s success depends on the degree of support he or she receives from others in the various functional areas
of an organization.
a.
True
b.
False
ANSWER:
True
23. Partnerships with sales managers and other sales executives are important in winning support for developing
innovative responses to customer needs.
a.
True
b.
False
ANSWER:
True
24. In order to expedite the process of shipping a product to a customer, a sales team should engage in designing and
manufacturing partnership.
a.
True
b.
False
ANSWER:
False
25. Synergistic teamwork requires a commitment on the part of all parties to look for and work for win/ win solutions.
a.
True
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b.
False
ANSWER:
True
26. Salespeople should know the objectives of only their own functional areas.
a.
True
b.
False
ANSWER:
False
27. In building relationships, the little kindnesses and courtesies are often insignificant.
a.
True
b.
False
ANSWER:
False
28. While building relationships, demonstrating personal integrity generates trust, whereas a lack of integrity can quickly
undermine the best of teamwork orientations.
a.
True
b.
False
ANSWER:
True
Multiple Choice
29. Kim does an excellent job of setting objectives for herself. Unfortunately, she rarely devotes any time to strategizing
plans to achieve those objectives. In this scenario, Kim is:
a.
most likely to be successful.
b.
an ineffective self-leader.
c.
goal directed.
d.
an ineffective route planner.
e.
a smart seller.
ANSWER:
b
30. In self-leadership, the objective of establishing priorities in the form of objectives is to:
a.
achieve goals regardless of implementing plans.
b.
make better strategic plans.
c.
impress one’s manager.
d.
sell more at low profit.
e.
achieve maximum profit.
ANSWER:
b
31. Which of the following stages of self-leadership is referred to as “beginning with the end in mind”?
a.
Development and implementation of strategies
b.
Tapping technology and automation
c.
Territory analysis and account classification
d.
Setting goals and objectives
e.
Assessment and evaluation
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ANSWER:
d
32. Properly developed goals should be:
a.
generic and unspecific.
b.
exaggerated.
c.
time specific.
d.
ambiguous and not challenging.
e.
unmeasurable.
ANSWER:
c
33. For a salesperson, achieving personal goals depends directly upon achieving his or her _____.
a.
relationship goals
b.
enabling goals
c.
emotional goals
d.
lifetime goals
e.
territory goals
ANSWER:
e
34. Jamie, a salesperson, is discussing her goals with her coworker. She mentions that she has set an account goal of
$30,000. In order to achieve her account goal, Jamie should first set a(n) _____.
a.
personal goal
b.
sales call goal
c.
territory goal
d.
enabling goal
e.
relationship goal
ANSWER:
b
35. Sharon has set a goal of selling her company’s product to at least 100 customers and earning $50,000 during the
current financial year. According to the five sequential stages of self-leadership model, Sharon’s next step should be to:
a.
plot a detailed sales plan.
b.
analyze her territory and classify her accounts.
c.
assess and evaluate her performance.
d.
look for ways to automate the sales process.
e.
implement strategies to achieve her goals.
ANSWER:
b
36. Dave is a sales executive at Windsor Stock. His current task is to find the customers and prospects who would buy the
company’s products, discover the location of such customers, and pinpoint those who can influence purchase decisions. In
this scenario, Dave is involved in:
a.
territory analysis.
b.
account classification.
c.
sales planning.
d.
assessment and evaluation.
e.
implementation of plan.
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ANSWER:
a
37. Richa, a sales manager at TM Resources, needs to find new markets in which to sell her company’s products. Richa
assigns her team of salespeople the task of finding out the location of existing customers and prospects, the products they
buy, why they buy, and what influences their purchasing decision. This scenario indicates that the team is currently
involved in _____.
a.
assessment and evaluation
b.
setting goals and objectives
c.
account classification
d.
territory analysis
e.
development and implementation
ANSWER:
d
38. Which of the following is true of territory analysis?
a.
It employs single-factor analysis.
b.
It involves placing customers into categories.
c.
It demands setting realistic goals.
d.
It requires achieving territory goals.
e.
It provides the input for account classification.
ANSWER:
e
39. Which of the following is characteristic of single-factor analysis?
a.
It employs a complex matrix system.
b.
Its usage recommends data manipulation.
c.
It requires extensive statistical analysis.
d.
Its complexity has made it less popular.
e.
It classifies accounts on the basis of sales potential.
ANSWER:
e
40. Which of the following is a benefit of single-factor analysis?
a.
It employs a matrix system.
b.
It is used for goal setting.
c.
It requires no data manipulation.
d.
It need not consider several factors.
e.
It uses statistical analysis.
ANSWER:
c
41. Which of the following is a feature of portfolio analysis?
a.
It is less complex compared to ABC analysis.
b.
It is a highly rigid system.
c.
It uses only one factor for analysis.
d.
It is represented in the form of a matrix.
e.
It excludes the competitive position of the seller.
ANSWER:
d
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42. Which of the following is a difference between ABC analysis and Portfolio analysis?
a.
ABC analysis requires statistical analysis, whereas portfolio analysis does not.
b.
ABC analysis uses only one factor, whereas portfolio analysis uses two factors.
c.
ABC analysis facilitates data manipulation, whereas portfolio analysis uses exact data.
d.
ABC analysis is represented in a matrix form, whereas portfolio analysis is represented as a table.
e.
ABC analysis is complex and less common, whereas portfolio analysis is simple and most often used.
ANSWER:
b
43. When competitive position is strong:
a.
accounts should advertise through telemarketing, direct mail, and the Internet.
b.
accounts should advertise through posters, radios, billboards, and newspapers.
c.
accounts should receive minimal personal selling effort since their competitive position is already strong.
d.
accounts should receive a heavy investment where it is possible to strengthen the seller’s competitive position.
e.
accounts should receive a heavy investment of effort and resources.
ANSWER:
e
44. Ella is a salesperson at SalesQuarter Inc. She performs a two-factor analysis for account classification and finds that
the accounts are less attractive, offering low opportunity. Ella realizes that her accounts are in a weak competitive
position. In this scenario, which of the following selling strategies should Ella follow?
a.
She should engage in heavy investment on the resources in this account.
b.
she should allocate a moderate level of selling effort in order to maintain the current competitive position.
c.
She should make heavy investment in the selling effort in an attempt to strengthen her competitive position.
d.
She should use alternatives like telemarketing, direct mail, and the Internet.
e.
she should advertise through telemarketing, direct mail, and the Internet.
ANSWER:
d
45. Roger, a sales executive, has completed a survey of his selling area; he has located existing customers and prospects,
discovered their interests, and understands their motivation for buying products. He has also segregated these customers
and prospects into categories based on their potential as customers. In this scenario, Roger’s next step should be to:
a.
establish a territory routing plan.
b.
assess and evaluate his product.
c.
tap technology and automation processes.
d.
set goals and objectives.
e.
develop and implement plans.
ANSWER:
e
46. Juan, a sales executive, is involved in sales planning for the next eight months. In this case, Juan is making a(n)
_____.
a.
short-term plan
b.
long-term plan
c.
annual plan
d.
quarterly plan
e.
fortnightly plan
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ANSWER:
b
47. The process of sales planning should ideally start with a long-term plan because:
a.
short-term plans do not include checkpoints.
b.
they do not require scheduled meetings and training sessions.
c.
short-term plans are usually ineffective.
d.
they eliminate the requirement for shorter time frame plans.
e.
they highlight commitments and deadlines.
ANSWER:
e
48. Which of the following is true of framing long-term plans?
a.
They do not require scheduled meetings and training sessions.
b.
They save time by eliminating checkpoints.
c.
They are not suited for meeting commitments and deadlines.
d.
They provide the basis for shorter time frame plans.
e.
They do not allow for the revision of strategies once in process.
ANSWER:
d
49. Kayla, a salesperson, suggests to her team that the straight-line routing plan would be most appropriate for their
accounts. However, Sandra disagrees and says the cloverleaf model would work best for their accounts. Which of the
following, if true, would strengthen Kayla’s argument?
a.
Accounts are concentrated in different parts of the territory.
b.
Accounts are located in clusters that are some distance from one another.
c.
The territory is highly concentrated with locations controlled by a grid of city blocks.
d.
The territory is large, and accounts are clustered into several widely dispersed groups.
e.
Accounts are evenly dispersed throughout the territory.
ANSWER:
b
50. The Cloverleaf sales call routing plan is best used when:
a.
accounts are located in a straight line.
b.
accounts are concentrated in different parts of the territory.
c.
accounts are located in linear clusters that are some distance from one another.
d.
accounts are in major metropolitan areas.
e.
accounts are highly concentrated with locations controlled by a grid of city blocks.
ANSWER:
b
51. Which of the following is a user-friendly program that provides salespeople with a convenient option to catalog,
search, and access comprehensive information regarding individual accounts?
a.
Human capital management software applications
b.
Customer relationship management software applications
c.
Product lifecycle management software applications
d.
Enterprise resource planning software applications
e.
Advanced planning and optimization software applications
ANSWER:
b
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52. After developing strategies and plans, Alice, a salesperson, was asked to analyze her customers’ past behaviors, any
opportunities to sell complementary products, and the makeups of various customer groups in order to identify areas of
opportunity and high interest to customers. In this scenario, which of the following should Alice adopt to perform this
task?
a.
Deal analytics
b.
ABC analysis
c.
Portfolio analysis
d.
Two-factor analysis
e.
Big data analytics
ANSWER:
a
53. RidgeCut is a manufacturing company that has several stakeholders all over the world. The company maintains a
secure website which is password protected and is not accessible to people outside the organization. Since this affects the
company’s marketing opportunities, RidgeCut decides to provide secured access to their stakeholders. In this case,
RidgeCut should use _____.
a.
telecom
b.
cybernet
c.
intercom
d.
extranet
e.
intranet
ANSWER:
d
54. The use of Internet- and intranet-based technologies:
a.
fails to build customer relationships.
b.
decreases productivity.
c.
increases sales meeting durations.
d.
shortens the sales cycle.
e.
circumvents the need for sales presentations.
ANSWER:
d
55. High-tech sales support offices are set up:
a.
to limit access to company networks.
b.
specifically to minimize the use of technology.
c.
to minimize salespeople’s need to travel.
d.
for both resident and nonresident salespeople.
e.
specifically for salespeople employed in IBM.
ANSWER:
d
56. Salespeople teaming with individuals in the marketing department helps:
a.
in generating new market offerings.
b.
salespeople meet performance and delivery commitments.
c.
facilitate express delivery of goods to customers.
d.
in performing territory analysis of customers.
e.
in transferring customer feedback and complaints.
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ANSWER:
a
57. Roger, a sales manager at Pacto Corp., has been assigned a new client for selling Pacto’s products and is collaborating
with the marketing team to generate a sales proposal. In this scenario, Roger collaborates with the marketing team:
a.
because it is the task of marketing executives to develop sales proposals.
b.
to gather information about new offerings in the market.
c.
to facilitate immediate delivery of Pacto’s products to customers.
d.
because it is the marketing team that deals with product performance.
e.
to ensure that the product quality meets external standards.
ANSWER:
b
58. Maria has placed an order for a tea table at Furnitup Inc. and has specified the shape and dimensions of the table she
requires. In this scenario, the sales team at Furnitup should engage in a(n) _____ to meet the specific customer
requirement.
a.
design and manufacturing partnership
b.
shipping and transportation partnership
c.
marketing partnership
d.
administrative support partnership
e.
sales partnership
ANSWER:
a
59. As part of their training, salespeople actually work in production facilities in order to:
a.
access and understand the different customer complaints received.
b.
understand what has to be done to meet product design and delivery requirements.
c.
access account classification information from the production team.
d.
ensure that products are safely shipped to customers.
e.
gather organizational marketing strategies that serve as guidelines for salespeople.
ANSWER:
b
60. If a customer places an order for a product which is an urgent requirement, the concerned salesperson should engage
in a(n) _____ to meet the customer requirement.
a.
design and manufacturing partnership
b.
shipping and transportation partnership
c.
marketing partnership
d.
administrative support partnership
e.
sales partnership
ANSWER:
b
61. Kara has an urgent requirement for a power bank and places an order online. She specifies that she looks forward to
receiving the power bank within three days. However, the actual time the company takes to process the request itself is
three days. In this scenario, the sales team should engage in a(n) _____ to meet Kara’s requirement.
a.
sales partnership
b.
administrative support partnership
c.
marketing partnership
d.
shipping and transportation partnership
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e.
design and manufacturing partnership
ANSWER:
d
62. Which of the following is a requirement of synergistic teamwork?
a.
Arbitrary requests by salespeople for special productions
b.
Focusing on achieving one’s own goal
c.
Commitment and mutual trust of all parties
d.
The attitude: “Not my way, but your way”
e.
Attending only to the big things and neglecting small things
ANSWER:
c
63. _____ is a teamwork skill that salespeople must apply in the process of building internal partnerships.
a.
Attending to the little things
b.
Focusing on one’s own goal
c.
Maintaining the attitude: “Not my way, but your way”
d.
Driving a win or lose situation
e.
Making the maximum number of sales calls
ANSWER:
a
Completion
64. Single-factor analysis, also referred to as ABC analysis, is the simplest and most often used method for _________.
ANSWER:
account classification
65. A(n) _________ is a territory routing plan in which salespeople start from their offices and make calls in one direction
until they reach the end of the territory.
ANSWER:
Straight-line routing plan
66. In the context of a territory routing plan, the _________ moves in concentric circles that spirals across the territory.
ANSWER:
circular routing plan
67. _________ are tools that streamline the selling process, generate improved selling opportunities, facilitate cross-
functional teaming and intra-organizational communication, and enhance communication and follow-up with customers.
ANSWER:
Selling technology and automation
68. In the context of tapping technology and automation, desktops, notebooks, laptops, tablets, and smartphones are
examples of _________.
ANSWER:
mobile sales technology
69. _________ integrate multiple communication and customer contact channels—including the Web, e-mail, call center,
and social media applications in order to maximize customer interactions.
ANSWER:
Customer relationship management applications
70. Salesforce.com, Microsoft Dynamics, and SalesLogix are examples of _________.
ANSWER:
mobile salesperson customer relationship management solutions
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71. In the process of self-leadership, the _________ stage involves frequent comparisons of actual performance with
periodic checkpoints.
ANSWER:
assessment of performance and goal attainment
72. _________ are relationships salespeople build with customers outside the organization and working environment.
ANSWER:
External relationships
73. _________ are relationships salespeople have with other individuals in their own company.
ANSWER:
Internal relationships