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40) Since Jameson flies to many of his sales calls, it is far more efficient, from a time and
expense standpoint, to schedule multiple calls in the same airplane trip. Once Jameson develops
a routing plan for a specific trip, he should then:
A) complete a travel expense report to ensure reimbursement
B) develop the same presentation for all customers in the area
C) notify customers of his anticipated arrival time
D) focus on visiting small accounts in the area
E) plan as many cold calls as possible
41) Since Po covers both trade shows and resellers, it makes most sense for her to organize her
territory by:
A) date of trade show and location of reseller
B) date of trade show and complexity of reseller
C) time zone of trade show and time zone of reseller
D) size of trade show and size of reseller
E) size of trade show and zip code of reseller
42) The first step in territory management is to classify all customers according to potential sales
volume.
43) There are no precise rules to observe in establishing a sales routing and scheduling plan.
44) Most sales and marketing firms develop territories solely on the basis of geographical
considerations.
45) Frequency of visits to established customers should generally be related to sales potential.
46) A(n) ________ is the geographic area where prospects and customers reside.
47) The primary objective of a sales ________ and scheduling plan is to increase actual face-to-
face selling.
48) A(n) ________ is a weekly action plan that is used to record planned and completed sales
calls.
49) List the guiding principles that can be used to develop a routing and scheduling plan.
50) The best policy concerning recordkeeping is to:
A) retain all records for three years before discarding them
B) require written responses instead of substituting checkmarks
C) record only those details that cannot be committed to memory
D) require only records that provide positive benefits to those involved in the sales process
E) require records on all details and processes in order to maintain sales process discipline
51) What is a primary reason for requiring sales reports?
A) monitor personal selling
B) facilitate customer service
C) reimburse travel expenditures
D) evaluate a salesperson's close
E) analyze a salesperson's performance
52) The major purpose of a call report is to:
A) record the time and date of all phone calls
B) record the contact information of the customers the salesperson is due to call that day
C) provide a summary of time spent with each customer
D) provide a precise record of purchases by each customer
E) provide a summary of what happened during the call and an indication of what future action is
required
53) Which of the following would LEAST likely be included in a firm's CRM system?
A) weekly sales call plans
B) stress management techniques
C) monthly planning calendar
D) sales meeting notes
E) customer information
54) A sales call plan is:
A) a daily action plan initiated by the salesperson
B) a weekly action plan, often initiated by the sales manager
C) a monthly action plan, initiated by the salesperson
D) a record of sales calls that have been made in the previous month
E) a record of sales calls that are to be made that day
55) Which of the following should LEAST likely be kept by salespeople?
A) shipping labels
B) customer files
C) call reports
D) expense records
E) sales records
56) Maintaining accurate sales records can help a salesperson by putting current sales into:
A) arrears
B) escrow
C) danger
D) territories
E) perspective
57) Because Victoria and the account manager she partners with are not in the same space but
need to have access to the same information, it is vital that they both use:
A) the same type of computer, so they can share files seamlessly
B) a web conferencing system that allows them to show each other files and documents
C) mobile phones that allow them to send and receive text messages instead of landlines that do
not allow for text messaging
D) a computerized, Internet-based CRM system that allows them both to enter and access
information about their clients
E) the same e-mail client so they can read e-mails from each other
58) Since Jameson has to coordinate airline flights, rental car information, prospect addresses,
contact information and appointment times, and e-mails and voicemails from current clients, all
while in transit, he would most likely benefit from a(n):
A) assistant
B) laptop
C) Rolodex
D) smart phone
E) atlas
59) One of Jameson's biggest challenges is keeping track of expense reports and reimbursements.
Braeden's policy is to have employees pay for expenses and then reimburse them when they
submit receipts for their expenses. To make sure he is reimbursed for his trip expenses, Jameson
should:
A) ask the sales department's administrative assistant to complete and submit the reports when
she has a chance
B) invest in a machine that scans his receipts in so he can print out copies of them when he
returns from his trip
C) e-mail his manager and cc the accounting department every week with a list of outstanding
reimbursements
D) take an online course in Excel to get better at keeping track of his expenses
E) submit his expense reports and receipts immediately after completing each trip
60) Po does not sell directly to clients, but she is still responsible for keeping track of the
interactions she has with resellers. Where should she keep track of these interactions?
A) in the notepad of her smartphone
B) in a spiral-bound notebook she keeps in her laptop bag
C) in a file on her laptop computer
D) in her company's computerized CRM system
E) in a monthly e-mail to her manager
61) Expense records are likely to be required not only by a salesperson's own company but by a
government agency.
62) Laptop computers and PDAs enable salespeople to organize information, track expenses, and
maintain customer contact information.
63) An activity report is also called a(n) ________ report.
64) One of the most effective methods of dealing with stress is to:
A) choose the "flight" response
B) maintain an optimistic outlook
C) initiate a crusade to alleviate all sources of stress
D) throw yourself with renewed vigor into your job
E) set up a home office so you can work more frequently
65) An external stimulus called a stressor and the physical and emotional responses to that
stimulus are called:
A) emotionalism
B) tension
C) hypertension
D) stress
E) stimulus syndrome
66) The fight or flight response is a typical response to:
A) pessimism
B) physical pain
C) stress
D) organizational culture
E) office politics
67) Which of the following would LEAST likely eliminate stress in a short amount of time?
A) visualizing a vacation spot
B) organizing a schedule
C) walking outside
D) napping after lunch
E) having a massage
68) Which of the following is an effective way to manage stress?
A) Increase the focus on job tasks.
B) Work from home less frequently.
C) Maintain a realistic outlook to avoid disappointment.
D) Practice healthy emotional expression.
E) Fight or ignore most major problems.
69) For many salespeople in the age of information, the problem of information scarcity has been
replaced with the problem of:
A) data scarcity
B) lack of resources
C) information surplus
D) lack of connectivity
E) inappropriate expectations
70) When a salesperson experiences stress, the fight or flight response:
A) guides the salesperson into behavior that alleviates the stress
B) is useful because either response can be useful in solving the problem
C) often has nothing to do with the stress and is instead caused by an external threat
D) may not be helpful because either fighting or leaving the situation could damage relationships
and hurt sales
E) signals that the salesperson has not been trained properly in best sales practices and
techniques
71) Although Po lacks the stress of meeting a sales quota, she experiences stress related to her
schedule. Which of the following would most likely relieve Po's stress?
A) reducing her territory from two to one
B) exercising and sleeping regularly
C) filing expense reports promptly
D) using a personal digital assistant
E) conducing fewer follow-up calls
72) Since Po may not be able to reduce the time she spends away from home because she cannot
control the dates of the trade shows she attends, what is a way she could alleviate stress when she
is home?
A) Do work-related activities only in her home office.
B) Ask her partner and children to help her with work tasks.
C) Work fewer days but longer hours each day she is home.
D) Schedule shorter trips away from home.
E) Meet with clients casually at her house.
73) Getting enough quality sleep is one of the most effective strategies for managing the negative
aspects of stress.
74) When tension builds, your most effective reaction is to choose whether to use the fight or the
flight response.
75) ________ refers to two simultaneous events: an external stimulus called a stressor, and the
physical and emotional responses to that stimulus.
