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Chapter 10—Adding Value: Self-Leadership and Teamwork

MULTIPLE CHOICE

1. The process of doing the right things and doing them well is called ____.

a.	Setting objectives
b.	Self-leadership
c.	Setting goals
d.	Territory management
e.	Sales management

ANS: B PTS: 1 DIF: Easy REF: p. 222

OBJ: 1

2. High performing salespeople with strong self-leadership skills:

a.	Treat time as a valuable and irreplaceable resource
b.	Rarely plan out their days because sales requires schedule flexibility
c.	Leave at least two hours open in their daily schedules because sales requires schedule flexibility
d.	Often have trouble because they try to squeeze to many appointments into each day
e.	Are known for working harder not smarter

ANS: A PTS: 1 DIF: Medium REF: 222

OBJ: 1

3. Kim does an excellent job of setting objectives for herself. Unfortunately, she rarely devotes any time to developing and executing plans to achieve those objectives. Kim is:

a.	still likely to be successful
b.	an ineffective self-leader
c.	goal-directed
d.	an effective self-leader
e.	all of the above

ANS: B PTS: 1 DIF: Medium REF: 222

OBJ: 1

4. Which the following is not one of the sequential stages of self-leadership?

a.	Setting goals and objectives
b.	Implementation of strategies
c.	Taking advantage of technology
d.	Assessment and evaluation
e.	Motivating others

ANS: E PTS: 1 DIF: Medium REF: p. 223

OBJ: 1

5. Ethan is a salesperson who likes to set goals and objectives. Within the context of effective self-leadership, Ethan sets goals and objectives because:

a.	He is required to do so by his manager
b.	Doing so helps him make better planning decisions
c.	He wants to impress his manager
d.	He wants to challenge himself to work harder
e.	Each of the above is correct

ANS: B PTS: 1 DIF: Hard REF: p. 223

OBJ: 1

6. Which the following is not one of the sequential stages of self-leadership?

a.	Setting goals and objectives
b.	Implementation of strategies
c.	Taking advantage of technology
d.	Assessment and evaluation
e.	Each of the above is one of the sequential stages of self-leadership

ANS: E PTS: 1 DIF: Medium REF: p. 223

OBJ: 1

7. The last stage of Self-Leadership is:

a.	Tapping Technology
b.	Territory Analysis
c.	Reviewing goals with manager
d.	Assessment and Evaluation
e.	None of the above

ANS: D PTS: 1 DIF: Easy REF: p. 223

OBJ: 1

8. Setting clear goals helps salespeople:

a.	Focus on what's important
b.	Know where to begin and how to proceed
c.	Know when they've accomplished something important/strategic
d.	Avoid drifting from task to task making little strategic progress
e.	All of the above

ANS: E PTS: 1 DIF: Easy REF: p. 223-224

OBJ: 1

9. Which of the following is not one of the characteristics of properly developed goals?

a.	Easily obtainable
b.	Realistic
c.	Specific
d.	Quantifiable
e.	Time specific

ANS: A PTS: 1 DIF: Easy REF: p. 224

OBJ: 1

10. Which of the following is not one of the characteristics of properly developed goals?

a.	Time specific
b.	Realistic
c.	Specific
d.	Quantifiable
e.	All the above are characteristics of properly developed goals

ANS: E PTS: 1 DIF: Easy REF: p. 224-225

OBJ: 1

11. Suppose a salesperson tells you that one of his/her goals is to increase sales by the end of the month. Which of the following is probably your best response if the salesperson asked you for feedback related to the goal?

a.	That sounds like an effective goal, provided increasing sales is challenging to you.
b.	That sounds like an ineffective goal because increasing sales is not realistic.
c.	That sounds like an ineffective goal because it is not specific.
d.	That sounds like an effective goal given that you've include a time frame.
e.	None of the above is accurate.

ANS: C PTS: 1 DIF: Medium REF: p. 224

OBJ: 1

12. Suppose a salesperson tells you that one of their goals is to increase sales by 5%. Which of the following is probably your best response if the salesperson asked you for feedback related to the goal?

a.	That sounds like an ineffective goal because it does not include a time frame.
b.	That sounds like an effective goal, provided increasing sales is challenging to you.
c.	That sounds like an ineffective goal because increasing sales is not realistic.
d.	That sounds like an effective goal because it is specific.
e.	None of the above is accurate.

ANS: A PTS: 1 DIF: Hard REF: p. 225

OBJ: 1

13. Suppose a salesperson tells you that one of their goals is to increase sales 5% by the end of the year. Which of the following is probably your best response if the salesperson asked you for feedback related to the goal?

a.	That sounds like an ineffective goal because it does not include a time frame.
b.	That sounds like an effective goal, provided such an increase it is realistic and challenging to you.
c.	That sounds like an ineffective goal because it's very difficult to increase sales.
d.	That sounds like an effective goal because it is objective.
e.	None of the above is accurate.

ANS: B PTS: 1 DIF: Medium REF: p. 224-225

OBJ: 1

14. Sharon has set her goals and objectives for the year. According to the Five Sequential Stages of Self-Leadership model, Sharon should now:

a.	Seek her manager’s input
b.	Analyze her territory and classify accounts
c.	Assess and evaluate her performance
d.	Look for ways to automate the sales process
e.	Make her first sales call for the new planning year

ANS: B PTS: 1 DIF: Hard REF: p. 223

OBJ: 1

15. Which of the following is not one of the four levels at which salespeople should establish goals?

a.	Company goals
b.	Personal goals
c.	Sales call goals
d.	Account goals
e.	Territory goals

ANS: A PTS: 1 DIF: Easy REF: p. 225

OBJ: 2

16. Suppose a salesperson sets a personal goal to achieve an annual income of $100,000. What is the next goal the salesperson should set?

a.	Company goals
b.	Personal goals
c.	Sales call goals
d.	Account goals
e.	Territory goals

ANS: E PTS: 1 DIF: Easy REF: p. 225

OBJ: 2

17. Anthony is a salesperson for ABC Supplies. Based on his annual territory sales goal, he has set his annual account sales goals for his top 30 accounts. Next he needs to:

a.	Set sales call goals for each account.
b.	Call the accounts and tell them his objective.
c.	Begin setting his personal goals.
d.	Schedule his first sales call.
e.	None of the above.

ANS: A PTS: 1 DIF: Medium REF: p. 225

OBJ: 2

18. Based on the interdependence of the four types of salesperson goals, what should a salesperson's sales call goals be based on?

a.	Company goals
b.	Personal goals
c.	Sales call goals
d.	Account goals
e.	Territory goals

ANS: D PTS: 1 DIF: Medium REF: p. 225

OBJ: 2

19. Which of the following is not a source of information a salesperson can access when engaged in territory analysis and account classification?

a.	Individual company web sites
b.	Trade directories
c.	Professional associations
d.	Public libraries
e.	All the above are valid sources

ANS: E PTS: 1 DIF: Easy REF: p. 226

OBJ: 2

20. Placing existing customers and prospects in categories based on their sales potential is called ____.

a.	Territory management
b.	Prospecting
c.	Account classification
d.	Customer management
e.	Sales management

ANS: C PTS: 1 DIF: Easy REF: p. 226

OBJ: 3

21. What are the two commonly used methods for classifying accounts?

a.	Single-factor analysis and ABC analysis
b.	Single-factor analysis and portfolio analysis
c.	Sales volume analysis and potential volume analysis
d.	Potential sales analysis and Most Likely Sales (MLS) analysis
e.	Most Likely Sales (MLS) analysis and Least Likely Sales (LLS) analysis

ANS: B PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

22. Suppose a salesperson is classifying accounts based on the level of sales potential. Which common method for classifying accounts is the salesperson using?

a.	Single-factor analysis
b.	Portfolio analysis
c.	Sales volume analysis
d.	Most Likely Sales (MLS) analysis
e.	Least Likely Sales (LLS) analysis

ANS: A PTS: 1 DIF: Medium REF: p. 227

OBJ: 3

23. Which common method for classifying accounts is popular because of its simplicity?

a.	Single-factor analysis
b.	Portfolio analysis
c.	Sales volume analysis
d.	Most Likely Sales (MLS) analysis
e.	Least Likely Sales (LLS) analysis

ANS: A PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

24. Bill is in the process of reviewing his accounts. Bill classified his accounts using the Single-Factor Analysis method and is now developing his sales strategy. Bill should:

a.	Spend most of his time attempting to develop B accounts into A accounts.
b.	Turn over the A accounts to an account manager and begin looking for more C accounts.
c.	Allocate the greatest portion of his time to the A and B accounts.
d.	Allocate his time to the accounts designated as weak competitive position but high opportunity.
e.	Divide his time equally among the accounts because each is as important as the other.

ANS: C PTS: 1 DIF: Hard REF: p. 227

OBJ: 3

25. Suppose a salesperson is classifying accounts based on the level of sales potential and strength of relationship (buyer-seller). Which common method for classifying accounts is the salesperson using?

a.	Single-factor analysis
b.	Portfolio analysis
c.	Sales volume analysis
d.	Most Likely Sales (MLS) analysis
e.	Least Likely Sales (LLS) analysis

ANS: B PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

26. During the process of account classification, it is not uncommon for salespeople to find ________?

a.	60 percent of their customers generate 30 percent of their sales potential.
b.	20 percent of their customers generate 80 percent of their sale potential.
c.	50 percent of their customers are high volume customers and 50 percent are low volume customers.
d.	Most accounts can be classified into one of two categories.
e.	Several accounts that generate little sales potential and even fewer that generate high sales potential.

ANS: B PTS: 1 DIF: Easy REF: p. 226-227

OBJ: 2

27. Which common method for classifying accounts is growing in popularity because it is flexible and incorporates multiple variables?

a.	Single-factor analysis
b.	Portfolio analysis
c.	Sales volume analysis
d.	Most Likely Sales (MLS) analysis
e.	Least Likely Sales (LLS) analysis

ANS: B PTS: 1 DIF: Easy REF: p. 228

OBJ: 3

28. One of the primary objectives of portfolio analysis is __________________________?

a.	To help salespeople better understand how to best allocate their resources.
b.	To help salespeople eliminate the 10 percent of customers producing the least amount of sales.
c.	To help salespeople develop a portfolio of customers.
d.	To help salespeople divide their customer base by product type.
e.	None of the above

ANS: A PTS: 1 DIF: Hard REF: p. 228

OBJ: 3

29. Grace is attempting to classify a new account using portfolio analysis. She believes she is in a strong competitive position, but she also believes the account opportunity is low compared to other opportunities. Which of the following best represents what Grace’s selling effort strategy should be?

a.	Assign the account to a telemarketer until a breakthrough is made.
b.	Make a heavy investment in the selling effort in an attempt to strengthen her competitive position.
c.	Allocate a small portion of her time to the account until her competitive position improves.
d.	Allocate a moderate level of selling effort in order to maintain the current competitive position.
e.	Both A and C above are good options

ANS: D PTS: 1 DIF: Hard REF: p. 229

OBJ: 3

30. Rhonda is attempting to classify a new account. She believes the account could be very profitable, but she also believes she is in a weak competitive position. Which of the following best represents what Rhonda’s selling effort strategy should be?

a.	Assign the account to a telemarketer until a breakthrough is made.
b.	Make a heavy investment in the selling effort in an attempt to strengthen her competitive position.
c.	Allocate a small portion of her time to the account until her competitive position improves.
d.	Avoid calling on the account until her competitive position improves.
e.	Attempt to maintain her competitive position while prospecting for new accounts.

ANS: B PTS: 1 DIF: Hard REF: p. 229

OBJ: 3

31. The process of scheduling activities that can be used as a map for achieving objectives is referred to as:

a.	Self-leadership
b.	Territory analysis
c.	Sales planning
d.	Sales management
e.	Portfolio analysis

ANS: C PTS: 1 DIF: Hard REF: p. 229

OBJ: 3

32. According to the five sequential stages of self-leadership, what should salespeople do once they've completed their territory analysis and account classification?

a.	Establish and implement selling task and activity plans
b.	Establish territory routing plans
c.	Tap into technology and automation
d.	Both a and b are correct
e.	None of the above

ANS: D PTS: 1 DIF: Hard REF: p.229-231

OBJ: 1 | 4

33. To maximize the effectiveness of daily plans, salespeople should adhere to which two guiding principles?

a.	Make them clear and say them out loud
b.	Make them clear and set them monthly
c.	Put them in writing and say them out loud
d.	Put them in writing and keep them current and flexible
e.	All the above

ANS: D PTS: 1 DIF: Medium REF: p. 230-231

OBJ: 1

34. Salespeople should base their daily plans on their what?

a.	Annual plans
b.	Sales call goals
c.	Weekly plans
d.	Daily budget
e.	Daily sales revenue goals

ANS: C PTS: 1 DIF: Easy REF: p. 230

OBJ: 1

35. In order to successfully establish territory routing plans, salespeople will need the information gained from ____.

a.	Setting sales call goals
b.	Setting personal goals
c.	Territory analysis and account classification
d.	Prospecting
e.	A territory routing plan calculator

ANS: C PTS: 1 DIF: Easy REF: p. 231

OBJ: 4

36. Which of the following common sales call routing plan patterns is best used when accounts are concentrated in different parts of the territory?

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Major city plan

ANS: B PTS: 1 DIF: Medium REF: p. 232

OBJ: 4

37. ___________ is a territory routing plan in which the salesperson, on each trip, works a different part of the territory and travels in a circular loop back to the starting point.

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Major city plan

ANS: B PTS: 1 DIF: Hard REF: p. 232

OBJ: 4

38. Which of the following common sales call routing plan patterns is best used when accounts are located in linear clusters that are some distance from one another?

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Major city plan

ANS: A PTS: 1 DIF: Medium REF: p. 232

OBJ: 4

39. Which of the following is not one of the common sales call routing plan patterns?

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Sales volume aggregation plan (SVA Plan)

ANS: E PTS: 1 DIF: Easy REF: p. 232-233

OBJ: 4

40. Scott is a salesperson with a very large territory and whose accounts are clustered in the several widely dispersed groups?

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Major city plan

ANS: D PTS: 1 DIF: Medium REF: p. 233

OBJ: 4

41. Which of the following common sales call routing plan patterns is best used when the territory is large and accounts are clustered in the several widely dispersed groups?

a.	Straight line plan
b.	Cloverleaf plan
c.	Circular plan
d.	Leapfrog plan
e.	Major city plan

ANS: D PTS: 1 DIF: Medium REF: p. 233

OBJ: 4

42. Which of the following statements about sales technology automation is untrue?

a.	Many sales managers believe that the best salespeople are those who stay up with changes in, and developments of technologies with selling applications.
b.	Sales force automation tools allow salespeople to expand their available resources for enhanced selling performance and outcomes.
c.	For most salespeople, the use of sales technology improves their efficiency and productivity while reducing their creativity and ability to innovate.
d.	Selling technology is changing rapidly.
e.	All the above are true.

ANS: C PTS: 1 DIF: Medium REF: p. 234

OBJ: 5

43. Which of the following is not one of the types of software applications a salesperson is likely to use when taking advantage of computer technology?

a.	Presentation graphics
b.	Word processing
c.	Customer Relationship Management
d.	Spreadsheets
e.	They're likely to take advantage of all the above

ANS: E PTS: 1 DIF: Easy REF: p. 234-235

OBJ: 5

44. Steve is looking for a way to analyze customer data from his territory in an effort to identify new opportunities for sales revenue growth. _______________ could help Steve with this task.

a.	Conducting a sales audit
b.	Cloud computing
c.	Sales call auditing software
d.	Deal analytics
e.	Customer Relationship Management

ANS: E PTS: 1 DIF: Hard REF: p. 237

OBJ: 5

45. “Smart” sales force automation tools that analyze data on past customer behavior, cross-selling opportunities, and demographics to identify areas of opportunity are referred to collectively as?

a.	CRM
b.	Cloud computing
c.	Sales force automation
d.	Deal analytics
e.	None of the above

ANS: D PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

46. What is another name for a company's internal Internet?

a.	Mainframe
b.	Intranet
c.	Local Area Network (LAN)
d.	Extranet
e.	None of the above

ANS: B PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

47. What is another name for a company's internal Internet that is securely linked up with its major customers and suppliers?

a.	Mainframe
b.	Intranet
c.	Wide Area Network (WAN)
d.	Extranet
e.	None of the above

ANS: D PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

48. What is the last stage of the five stages of self-leadership?

a.	Setting goals and objectives
b.	Implementation of strategies
c.	Taking advantage of technology
d.	Assessment and evaluation
e.	Motivating others

ANS: D PTS: 1 DIF: Easy REF: p. 238

OBJ: 1

49. Offices set up at multiple locations where salespeople can access a wide range of selling technologies are called:

a.	Web-based offices
b.	High-tech sales support offices
c.	Sales 2.O clouds
d.	Extranet-enabled offices
e.	None of the above

ANS: B PTS: 1 DIF: Easy REF: p. 238

OBJ: 5

50. Successful teamwork usually results in synergy. Which of the following best describes what this means?

a.	The output of the individuals is combined or "syn"thesized to increase productivity.
b.	Working in teams saves energy.
c.	The outcomes and results are greater for all parties than would be possible with multiple individuals acting independent of one another.
d.	The outcomes and results are evenly shared among members resulting in greater harmony than would be possible with multiple individuals acting independent of one another.
e.	None of the above are correct

ANS: C PTS: 1 DIF: Medium REF: p. 240

OBJ: 6

51. Which of the following is not a type of internal partnership?

a.	Sales partnerships
b.	Marketing partnerships
c.	Administrative support partnerships
d.	Transportation partnerships
e.	All of the above are types of internal partnerships

ANS: E PTS: 1 DIF: Easy REF: p. 241

OBJ: 6

52. Which of the following is not a type of internal partnership?

a.	Sales partnerships
b.	Marketing partnerships
c.	Administrative support partnerships
d.	Management partnerships
e.	Transportation partnerships

ANS: D PTS: 1 DIF: Easy REF: p. 241

OBJ: 6

53. Suppose you are salesperson for a company that manufactures and sells industrial equipment. Two or three of your key accounts periodically have special delivery needs that are difficult to accommodate. Which of the following represents the action you should probably take to avoid losing the accounts by ensuring customer satisfaction among them?

a.	Form a close partnership with your customer service department and have them alert you when these customers complain because their special delivery needs cannot be met.
b.	Work closely with these key accounts and explain to them the difficulty in meeting their special delivery requirements.
c.	Form a close partnership with individuals in the marketing department to design special marketing incentives that will offset your company's inability to meet the special delivery requirements of those key accounts.
d.	Form a close partnership with individuals involved in order fulfillment (e.g., shipping and transportation) in an effort to make sure they are committed to meeting the special delivery requirements of those key accounts.
e.	None of the above is appropriate.

ANS: D PTS: 1 DIF: Medium REF: p. 241-242

OBJ: 6

54. Which of the following is not one of the six teamwork skills that salespeople must learn and sincerely apply in the process of building internal partnerships?

a.	Understanding the other individuals
b.	Attending to the little things
c.	Keeping commitments
d.	Expecting the best from each member
e.	Clarifying expectations

ANS: D PTS: 1 DIF: Medium REF: p. 243-244

OBJ: 6

55. Which of the following is not one of the six teamwork skills that salespeople must learn and sincerely apply in the process of building internal partnerships?

a.	Understanding the other individuals
b.	Attending to the little things
c.	Keeping commitments
d.	Clarifying expectations
e.	Each of the above is one the six teamwork skills

ANS: E PTS: 1 DIF: Medium REF: p. 243-244

OBJ: 6

56. It is very likely that you are either working in a group currently, or will before your formal education is complete. Which of the following things should you do to improve your value as a team member?

a.	Show personal integrity
b.	Apologize sincerely when a mistake is made
c.	Keep commitments
d.	Clarify expectations
e.	You should do all of the above

ANS: E PTS: 1 DIF: Easy REF: p. 243-244

OBJ: 6

TRUE/FALSE

1. Setting objectives is a critical component of self-leadership.

ANS: T PTS: 1 DIF: Easy REF: p. 222

OBJ: 1

2. The first stage of self-leadership is territory analysis.

ANS: F PTS: 1 DIF: Easy REF: p. 223

OBJ: 1

3. Effective goals need to be challenging and not constrained by time.

ANS: F PTS: 1 DIF: Easy REF: p. 224

OBJ: 1

4. Effective goals are those that are easy for salespeople to obtain.

ANS: F PTS: 1 DIF: Easy REF: p. 224

OBJ: 1

5. "Having the top territory in the company" is an example of an effective goal.

ANS: F PTS: 1 DIF: Medium REF: p. 225

OBJ: 1

6. A salesperson's personal goals should be based on his/her sales call goals.

ANS: F PTS: 1 DIF: Medium REF: p. 225

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7. A salesperson's annual territory sales goals should be dependent upon his/her annual account sales goals.

ANS: T PTS: 1 DIF: Easy REF: p. 225

OBJ: 2

8. A salesperson's desire to sell a certain amount of product within an area or territory in order to achieve personal goals is referred to a territory goal.

ANS: T PTS: 1 DIF: Medium REF: p. 225

OBJ: 2

9. A goal of selling $30,000 in products to an account over the next 12 months is an example of a sales call goal.

ANS: F PTS: 1 DIF: Easy REF: p. 225

OBJ: 2

10. A goal of selling $30,000 in products to an account over the next 12 months is an example of an account goal.

ANS: T PTS: 1 DIF: Easy REF: p. 225

OBJ: 2

11. A salesperson's desire to sell a certain amount of product within an area or territory in order to achieve personal goals is referred to an account goal.

ANS: F PTS: 1 DIF: Hard REF: p. 225

OBJ: 2

12. A salesperson's annual territory sales goals, annual account sales goals, and sales call goals should be interdependent.

ANS: T PTS: 1 DIF: Medium REF: p. 225

OBJ: 2

13. The process of surveying an area to determine customers and prospects that are most likely to buy is referred to as territory analysis.

ANS: T PTS: 1 DIF: Easy REF: p. 226

OBJ: 3

14. The process of surveying an area to determine customers and prospects that are most likely to buy is referred to as account classification.

ANS: F PTS: 1 DIF: Medium REF: p. 226

OBJ: 3

15. Salespeople may use their buyers' public web sites as sources of information when classifying accounts and analyzing their territories.

ANS: T PTS: 1 DIF: Easy REF: p. 226

OBJ: 3

16. Public libraries will be of little help to salespeople attempting to analyze their territories and classify their customers.

ANS: F PTS: 1 DIF: Easy REF: p. 226

OBJ: 3

17. The process of placing existing customers and prospects into categories based on their potential as customers is referred to as territory analysis.

ANS: F PTS: 1 DIF: Medium REF: p. 226

OBJ: 3

18. The process of placing existing customers and prospects into categories based on their potential as customers is referred to as account classification.

ANS: T PTS: 1 DIF: Easy REF: p. 226

OBJ: 3

19. Single-factor analysis is a common method used for account classification.

ANS: T PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

20. Relative Purchase Frequency (RPF) is a common method used for account classification.

ANS: F PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

21. Portfolio analysis is a common method used for account classification because of its simplicity.

ANS: F PTS: 1 DIF: Medium REF: p. 227

OBJ: 3

22. Portfolio analysis is more complex than single-factor analysis.

ANS: T PTS: 1 DIF: Easy REF: p. 227

OBJ: 3

23. A salesperson wanting a more insightful classification method should use portfolio analysis rather than single-factor analysis.

ANS: T PTS: 1 DIF: Medium REF: p. 227

OBJ: 3

24. A salesperson wanting a more insightful classification method should use single-factor analysis rather than portfolio analysis.

ANS: F PTS: 1 DIF: Medium REF: p. 227

OBJ: 3

25. To plan effectively, salespeople should derive their long-term plans from their short-term plans.

ANS: F PTS: 1 DIF: Easy REF: p. 229

OBJ: 1

26. An effective plan works like a map showing the way from where you are to where you want to go – your objectives.

ANS: T PTS: 1 DIF: Easy REF: p. 230

OBJ: 1

27. Written plans are generally more effective than plans not written down.

ANS: T PTS: 1 DIF: Easy REF: p. 231

OBJ: 2

28. Effective sales plans should be rigid once established.

ANS: F PTS: 1 DIF: Medium REF: p. 232

OBJ: 1

29. Before salespeople can establish effective territory routing plans, they must know the required call frequency for each account.

ANS: T PTS: 1 DIF: Medium REF: p. 232

OBJ: 4

30. The straight-line plan is best used when accounts are concentrated in different parts of the territory.

ANS: F PTS: 1 DIF: Medium REF: p. 232

OBJ: 4

31. The cloverleaf territory routing plan is the best method for creating an effective territory routing plan.

ANS: F PTS: 1 DIF: Medium REF: p. 232

OBJ: 4

32. Connie’s accounts are evenly dispersed throughout her territory. She should probably utilize the circular route pattern when creating her territory routing plan.

ANS: T PTS: 1 DIF: Hard REF: 233

OBJ: 4

33. Selling technology and automation have little to do with a salesperson's success.

ANS: F PTS: 1 DIF: Easy REF: p. 234-235

OBJ: 5

34. It is extremely important that students wishing to pursue a career in professional selling be familiar with the various types of selling technology.

ANS: T PTS: 1 DIF: Easy REF: p. 234-235

OBJ: 5

35. Deal analytics refers to a new set of “smart” tools in the area of sales force automation.

ANS: T PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

36. CRM applications are very similar to the spreadsheet applications.

ANS: F PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

37. Most selling technology is expensive and not really needed by most salespeople.

ANS: F PTS: 1 DIF: Easy REF: p. 237

OBJ: 5

38. Intranets and Extranets can each be considered an example of a specialized Internet.

ANS: T PTS: 1 DIF: Easy REF: p. 237

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39. Extranets are generally accessible to the public.

ANS: F PTS: 1 DIF: Medium REF: p. 237

OBJ: 5

40. Deal analytics help salespeople by analyzing historical sales data.

ANS: T PTS: 1 DIF: Hard REF: p. 237

OBJ: 5

41. Some smart phones allow salespeople to access their CRM data without the use of a computer.

ANS: T PTS: 1 DIF: Medium REF: p. 237

OBJ: 5

42. High-tech sales support offices are no longer needed because of the technology associate with laptop computers.

ANS: F PTS: 1 DIF: Medium REF: p. 238

OBJ: 5

43. An important part of self-leadership is the ability to perform an effective self-assessment.

ANS: T PTS: 1 DIF: Easy REF: p. 238

OBJ: 1

44. Salespeople involved in relational selling are becoming increasingly more independent of their organizations.

ANS: F PTS: 1 DIF: Medium REF: p. 239-240

OBJ: 6

45. For most salespeople involved in relational selling, their success is dependent upon their ability to create and maintain both external and internal relationships.

ANS: T PTS: 1 DIF: Easy REF: p. 239-240

OBJ: 6

46. Although some internal partnerships are important, it is unlikely that salespeople would ever need to form relationships with personnel working in the selling organization's shipping and transportation area.

ANS: F PTS: 1 DIF: Medium REF: p. 241

OBJ: 6

47. Synergy refers to the value of the whole being greater than the value of the some of the parts.

ANS: T PTS: 1 DIF: Easy REF: p. 242

OBJ: 6

48. Synergistic teamwork requires a commitment on the part of all parties to look for win/win solutions.

ANS: T PTS: 1 DIF: Easy REF: p. 242

OBJ: 6

49. In order to maintain high customer satisfaction, it is often important for salespeople to form close internal partnerships with their customer service personnel.

ANS: T PTS: 1 DIF: Easy REF: p. 242

OBJ: 6

50. Common courtesy is important to successful teamwork.

ANS: T PTS: 1 DIF: Easy REF: p. 243

OBJ: 6

51. Sam wants to be an effective team leader. To improve his effectiveness, Sam should empower his team members by keeping his expectations ambiguous (allowing the team will be more creative).

ANS: F PTS: 1 DIF: Medium REF: p. 244

OBJ: 6

52. The most effective teams are the ones in which team members compete against each other to produce the best performance outcome.

ANS: F PTS: 1 DIF: Medium REF: p. 243-244

OBJ: 6

53. Once salespeople are fully trained, they rarely need to “team-up” with anyone from inside the company.

ANS: F PTS: 1 DIF: Easy REF: p. 242-244

OBJ: 6

54. When working in teams, it’s important to focus on the task at hand and not worry so much about “the little things.”

ANS: F PTS: 1 DIF: Medium REF: p. 243

OBJ: 6

55. Personal integrity is important to successful teamwork.

ANS: T PTS: 1 DIF: Easy REF: p. 244

OBJ: 6

56. When you begin working in a group, one of the first things you should do is to clarify expectations.

ANS: F PTS: 1 DIF: Medium REF: p. 244

OBJ: 6

57. Keeping commitments is essential for successful teamwork.

ANS: T PTS: 1 DIF: Easy REF: p. 243

OBJ: 6

58. When a team member makes a mistake, he/she should apologize even if it's insincere.

ANS: F PTS: 1 DIF: Easy REF: p. 244

OBJ: 6

COMPLETION

1. The process of doing the right things and doing them well is called ______________.

ANS: Self-leadership

PTS: 1 DIF: Medium REF: p. 222 OBJ: 1

2. The first stage of Self-Leadership is _____________________.

ANS: Setting goals and objectives

PTS: 1 DIF: Medium REF: p. 223 OBJ: 1

3. The last stage of Self-Leadership is _____________________.

ANS: Assessment and Evaluation

PTS: 1 DIF: Medium REF: p. 223 OBJ: 1

4. Increase sales by 10%, although realistic, is not an effective goal because it is not ____________.

ANS: Time Specific

PTS: 1 DIF: Medium REF: p. 225 OBJ: 1

5. Increase sales by the end of the quarter, although realistic, is not an effective goal because it is not ___________.

ANS: Specific

PTS: 1 DIF: Medium REF: p. 224 OBJ: 1

6. Goals should be realistic, yet ______________.

ANS: Challenging

PTS: 1 DIF: Easy REF: p. 224 OBJ: 1

7. Goals should be __________ and quantifiable.

ANS: Specific

PTS: 1 DIF: Easy REF: p. 224 OBJ: 1

8. Goals should be quantifiable, realistic, and ______ specific.

ANS: Time

PTS: 1 DIF: Easy REF: p. 225 OBJ: 1

9. Julie, a salesperson, has just set as a personal goal to achieve an annual income of $100,000 next year. She now needs to set her ____________ goals.

ANS: Territory

PTS: 1 DIF: Hard REF: p. 225 OBJ: 2

10. A salesperson’s desire to sell a certain amount of product to one customer or account in order to achieve territory and personal goals is called a/an ___________ goal.

ANS: Account

PTS: 1 DIF: Medium REF: p. 225 OBJ: 2

11. A salesperson’s desire to sell a certain amount of product within an area or territory in order to achieve personal goals is called a/an ____________ goal.

ANS: Territory

PTS: 1 DIF: Medium REF: p. 225 OBJ: 2

12. ________ goals should be set immediately prior to territory goals.

ANS: Personal

PTS: 1 DIF: Hard REF: p. 225 OBJ: 2

13. __________ analysis is the process of surveying an area to determine customers and prospects that are most likely to buy.

ANS: Territory

PTS: 1 DIF: Medium REF: p. 226 OBJ: 2

14. The process of placing existing customers and prospects into categories based on their sales potential is called ____________ classification.

ANS: Account

PTS: 1 DIF: Easy REF: p. 226 OBJ: 3

15. Carol classifies her accounts based on sales revenue. Carol is using ___________ analysis to classify her accounts.

ANS: Single-Factor

PTS: 1 DIF: Easy REF: p. 227 OBJ: 3

16. Dwight classifies his accounts based on sales potential and competitive position. Dwight is using __________ analysis to classify his accounts.

ANS: Portfolio (Two-Factor)

PTS: 1 DIF: Medium REF: p. 227 OBJ: 3

17. It is not uncommon for salespeople to find that 20% of their customers generate __% of their sales potential.

ANS: 80

PTS: 1 DIF: Easy REF: p. 226-227 OBJ: 3

18. The process of scheduling activities that can be used as a map for achieving objectives is called __________ planning.

ANS: Sales

PTS: 1 DIF: Easy REF: p. 229 OBJ: 3

19. To maximize the effectiveness of daily sales plans, salespeople should remember to “do them, and do them _____________”.

ANS: in writing

PTS: 1 DIF: Medium REF: p. 230 OBJ: 3

20. To maximize the effectiveness of a daily sales plan, salespeople should remember to “keep it current and __________.

ANS: Flexible

PTS: 1 DIF: Medium REF: p. 231 OBJ: 3

21. The _______________ routing plan works best when accounts are located in clusters that are some distance apart.

ANS: Straight-line

PTS: 1 DIF: Medium REF: p. 232 OBJ: 4

22. Steve’s works his territory by starting at his office and working out in one direction until he reaches the end of his territory. Steve is using a _______________ routing plan.

ANS: Straight-line

PTS: 1 DIF: Medium REF: p. 232 OBJ: 4

23. The _______________ routing plan works best when accounts are concentrated in different parts of the territory.

ANS: Cloverleaf

PTS: 1 DIF: Medium REF: p. 232 OBJ: 4

24. The _______________ routing plan works best when the territory is large and accounts are clustered into several widely dispersed groups.

ANS: Leapfrog

PTS: 1 DIF: Medium REF: p. 233 OBJ: 4

25. When Sam is calling on his accounts, he starts near his office and moves in an expanding pattern of concentric circles that spiral across the territory. Sam is using a ______________ routing plan.

ANS: Circular

PTS: 1 DIF: Medium REF: p. 233 OBJ: 4

26. A ___________________ is a territory routing plan used when the territory is composed of a major metropolitan area and the territory is split into a series of geometric shapes.

ANS: Major City Routing Plan

PTS: 1 DIF: Easy REF: p. 234 OBJ: 4

27. CRM stands for _________________________________________.

ANS: Customer Relationship Management

PTS: 1 DIF: Easy REF: p. 237 OBJ: 5

28. _____________________ are “smart” sales force automation tools that analyze historical sales data in order to identify sales opportunities.

ANS: Deal Analytics

PTS: 1 DIF: Medium REF: p. 237 OBJ: 5

29. ______________ are secured networks within the organization using the Internet or commercial channels to provide direct linkages between company units and individuals.

ANS: Intranets

PTS: 1 DIF: Easy REF: p. 237 OBJ: 5

30. ______________ are a form of intranet that is still restricted but links to specific suppliers and customers to allow them controlled access to the organization’s network and databases.

ANS: Extranets

PTS: 1 DIF: Medium REF: p. 237 OBJ: 5

31. Mobile salesperson ______________ solutions are wireless broadband applications that enable users to view, create, and modify customer data on any internet-capable device such as smartphones, netbooks, and laptops.

ANS: CRM

PTS: 1 DIF: Medium REF: p. 237 OBJ: 5

32. ______________ relationships are relationships salespeople build with customers outside the organization and working environment.

ANS: External

PTS: 1 DIF: Easy REF: p. 240 OBJ: 6

33. _____________ relationships are relationships salespeople have with other individuals in their own company.

ANS: Internal

PTS: 1 DIF: Easy REF: p. 240 OBJ: 6

34. _____________ skills are skills salespeople must learn to build internal partnerships that translate into increased sales and organizational performance.

ANS: Teamwork

PTS: 1 DIF: Medium REF: p. 242 OBJ: 6

35. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability “___________ to the little things.”

ANS: Attend

PTS: 1 DIF: Medium REF: p. 243 OBJ: 6

36. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability “___________ the other individuals.”

ANS: Understand

PTS: 1 DIF: Medium REF: p. 243 OBJ: 6

37. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability to “___________ commitments.”

ANS: Keep

PTS: 1 DIF: Medium REF: p. 243 OBJ: 6

38. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability to “___________ expectations.”

ANS: Clarify

PTS: 1 DIF: Medium REF: p. 244 OBJ: 6

39. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability to “show personal __________.”

ANS: Integrity

PTS: 1 DIF: Medium REF: p. 244 OBJ: 6

40. One of the six teamwork skills salespeople must learn to and sincerely apply in their process of building internal partnerships is the ability “___________ sincerely when a mistake is made.”

ANS: Apologize

PTS: 1 DIF: Medium REF: p. 244 OBJ: 6