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Sample Sales Presentation

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					               SALES
                 &
              SERVICE
     Curriculum & Contest Guide
                                    2004




Practicums Theme Rotational Pattern
     2001 Horticulture Industry
     2002 Animal Industry
     2003 Crop Industry
     2004 Natural Resources
     2005 Horticulture Industry

A special thank you to the Walla Walla Agri-Business community. This guide is
due in part to their contribution of ideas, examples and support. Also, thanks to
the National Sales CDE committee for the 2002 National test and practicums.

This material is intended to provide teachers with curriculum support for
the Agriculture Sales Career Development Event and for teaching Sales in
the classroom. It may be copied/reproduced or used for educational
purposes.




                                                           Mike Martin 2003
                                                            Walla Walla, WA
                           Table of Contents
1   General Contest Information                                 2
2   Sales Presentation                                          5
     Overview
     Sample Presentation

3   Advertising                                                 11
    Overview
      Point of Sale Poster & Website
     Examples
      Point of Sale Poster
        McConkey, Poinsettias
       Website Design
         State Contest 2002, Acme Ranch Supply (sample
         answer provided), Arbini Farms, Smith Wheat, Acme
         Tent Supply, Acme Sporting Goods
4   Customer Relations                                          33
    Overview
     Examples
      Hedge Trimmer, Acme Garden Center, Al's Hardware,
      Animal Clippers, Squeeze Chute, Clorpyralid Applied,
      Curtail, Acme Crop, 2002 National example, Sam‘s Guide
      Service, Acme Tent Company
5   Telephone                                                   60
    Overview
    General Telephone Information
     Examples
      Acme Lawn & Garden, Just Roses, Bob‘s Gardening,
      Annie‘s Flower Shop, Far Better Feeds, Tri-Cities
      Ranch Supply, Acme Fertilizer and Chemical, 2002
      National Example, Acme Bait & Tackle, Acme Winter
      Sports
6   Prospecting for New Customers                               106
     Overview
      Examples
      Healthy Horse (Luncheon Option), Healthy Horse (Selling
      Option), Landscape Contractor, Fast Grow, Far Better
      Feeds, Crop (Seminar), Crop (Selling), Johnny
      Appleseed, Healthy Plant, 2K2 Wheat, Dividend Extreme,
      2002 National Example, Acme Bait & Tackle, Acme
      Winter Sports
7   Team Activity                                               124

8   Tests 2000, 2001, 2002                                      135

9   Score Sheets                                                185


                                       2
        Sales Contest Overview
                    Written Test



                      Sales
                   Presentation

            Practicum by each Student



Customer      Prospecting       Telephone   Advertising
Relations     Customers




                     Group Activity
                (All 4 Team Members)




                            3
                 Sales and Service Contest Overview
The Sales contest has 4 parts. Individually each team member will do:
              A. Written Test                        50 points
              B. Sales Presentation                 100 points
              C. Practicum                           50 points
              D. Group Activity                     100 points

                                     Contest Breakdown
Written Test: A 50 point test will be given to each contestant. For Washington State, the last
3 National tests will provide the bank of questions.
Sales Presentation: The student is to select any agriculture related product or service, write a
sales scenario stating the customer‘s situation and make a sales presentation (maximum length
of 15 minutes) by going through the sales process. During the sales presentation, the student
should determine the customer‘s wants and needs list the features and benefits and then close
the sale.
Practicums:
       Customer Relations:
                A store policy and pertinent information will be given to the student as a
                reference guide to study. The student has 10 minutes to look over the reference
                material. The judge then enters the room with a problem for the students to
                solve. The student is to solve the problem face to face with the judge the student
                has ten minutes to solve the problem, a warning at 7 minutes will be given.
        Advertising:
                The student will be given product information. Each contestant will have 25
                minutes on a computer to design a point of sale poster (2001) utilizing the latest
                version of Microsoft Publisher. In 2002 the student will design a web page
                utilizing a computer. For the 2003 contest year, the contestant will either design
                a web site or create a point of sale poster.
        Telephone:
                The student will be given 10 minutes to study information listing information such
                a prices etc., a daily flyer listing last minute changes (out of stock items etc), and
                an order form. The student will then receive a call from the judge and have 10
                minutes to take the order. A warning will be given at 7 minutes.
      Prospecting for New Customers:
             The student will be given a product description, a scenario and goals of
             the cold sales call (the goal will be to either obtain a commitment to
             attend an informational meeting or to make product sales). The student
             will have 10 minutes to study the scenario followed by 10 minutes to
             demonstrate their skills. A warning will be given at 7 minutes.
Team Activity: The goal of Team Sales situation is to incorporate all the basic fundamentals of
the contest. Each team will be given a minimum of 5 minutes to read over the scenario. Each
team will then have 20 minutes to brainstorm ideas. This will occur while being observed by the
judges. The team will then move into another area for 30 minutes to develop their presentation.
Teams will have access to a computer with Microsoft Power Point software plus flip charts and
pens should be provided. Each team will have 15 minutes with a warning at 12 minutes to make
their presentation followed by 5 minutes of questions.




                                                 4
Sales Presentation
     Information




          5
               Sales Presentation
 Length
  15 minutes
  Warning at 12 minutes

 Product
  Must be agriculturally related (does not have to match theme
  rotation for current year)
  Select a product of interest

 Statement of situation
  Provide lots of information
  Information provided will allow judge to role play
  Background information is crucial to the success of your
  presentation

 Ask questions
  Determine customer‘s wants and needs

 Demonstrate
  Hands on
  Involve the judges

 Closing
  Objections part of sales process
  Judges instructed to purchase product/service




                                 6
                The Steps of a Sales Process

Introduction
Introduce self and product/service, rapport building, determines prospect's
awareness of your product/service.

Question for Need(s)
Ask numerous probing questions to build rapport and to determine customer‘s
wants and needs.

Features and Benefits that Fit Need(s)
Build a presentation describing your product, describing the key features and
benefits that are important to the prospect.

Trial Close(s)
Trial closes should be attempted when the customer expresses a sincere interest
in the product.

Handling Objection(s)
Generally this is answering the buyer‘s questions. Often times it is a quick
review of the benefits to the customer or just reassurance the product will fit
his/her needs (explaining additional features/benefits to build more
value/confidence to the product/service may also accomplish this). Listen
carefully to the customer to determine their real concerns. This may also be
accomplished by minimizing perceived negative issues or correcting the negative
issue.
Close
A question or series of questions that assume the prospect is ready to buy and
help the prospect make the decision. A sample close: "Mr. Prospect, which day
would you prefer to have this delivered? Monday or Tuesday? Or "Which color
would you prefer? Crimson or Gray?




                                        7
                           Information Page
                          Sales Presentation

1. Contestant Name:

2. Statement of situation:
     State the product or service to be sold. State any specific information the
     judge should know. Be detailed; give the judge enough information so
     they can interact at presentation time.

3. Representing Company:
     Company‘s or firms name.

4. Product to be sold:
     List the product or service to be sold.

5. Features of the product:
     List the special features of the product or service you‘re selling then list
     the benefits to the customer.

6. Product structure:
     Size, shape, material used in construction and other information about the
     product to be sold.

7. Warranty:
     1 year parts and labor...customer satisfaction, etc.

8. Service availability:
     24 hour...store hours...within 1 working day...

9. Demonstration of function:
     Taste test, demonstration or illustration.

10. Competitors and pertinent information:
     Comparative tests...etc.

11. Price:

12. Closing statement:
     Summarize presentation then ask for a buying commitment from the
     judges.


                                        8
                                 PRACTICE
                           Project Summary Sheet

1.    Contestant Name:

2.    Statement of situation:



3.    Representing company:

4.    Product to be sold:

5.    Features of the product:




6.    Product structure:


7.    Warranty:


8.    Service availability:


9:    Demonstration of function:



10.   Competitors and pertinent information:


11.   Price

12.   Closing statement of method:




                                     9
                                                         Provide enough information to
                                                         allow the judge to understand
                                 Sample                  their role and interact with you
                            Sales Presentation           during your presentation.

Contestant Name: Bonnie Nance

Statement of Situation: A customer enters your store looking to purchase a
durable work coat. In the past, their coats have had problems with seams
ripping, pockets tearing and colors fading. The customer wants to use the
coat feeding animals and doing other routine ranch chores, plus be dressy
enough to wear in town.

Representing Company: Bonnie‘s Tack & Western Wear

Product to be sold: Carhart Jackets

Features of the Product:

              Features                             Benefits
       Triple stitched seams                  Seam will not rip
       Pocket corner rivets                   Pockets will not tear
       Fade resistant dyes                    Colors will not fade


Product structure: High quality jackets and coats

Warranty: One year warranty on materials and workmanship

Service Availability:
                           Store hours
                           8 to 5 Monday through Friday
                           9 to 4 Saturdays
                           Closed Sundays

Demonstration of Function: A full sales presentation will be given at time of
the sales contest.

Competitors and Pertinent Information: There are numerous competitors, but
none have the quality or warranty of Carhart Jackets.

Price: Prices range from $65.00 to $119.00 depending on the type of jacket.

Closing Statement or Method: Which style of jacket best meets your needs?




                                       10
                                                      By providing the judge adequate
                                                      information in the statement of
                                                      situation, you enable them to
                             Sales Presentation       enter a meaningful dialogue.
                              Sample Dialogue

Contestant: Welcome to Bonnie‘s Tack & Western Wear, I‘m Bonnie.
            How may I help you today?

Customer: I‘m looking for a work coat.

Contestant: What kind of work will you being doing?

Customer: Feeding animals and other ranch work.

Contestant: What type of jackets have you had in the past and have you been
            happy with them?

Customer: Just regular work coats that have not worn very well.

Contestant: What kind of problems have you had in the past?

Customer: The pockets have torn, seams have ripped and the colors have
          faded.

                    At this time, the student should restate the
                    problem in their own words. This is beneficial
                    in several ways; it demonstrates listening
                    skills, helps the contestant understand what
                    the judge is saying, and acts as a way to
                    confirm both the judge and contestant are on
                    the same thought process.



                         You should be well practiced for your
                         presentation, however, do not have it
                         memorized as the judges will know it‘s canned!




                                     11
Advertising
    &
Promotion




     12
         Advertising & Promotion
                                   Overview

 One of three areas will be selected
   Point of Purchase Sign (utilizing Microsoft Publisher 2000)
   Newspaper Advertisement (utilizing Microsoft Publisher 2000)
   Web-Page Design (utilizing Microsoft Publisher 2000)

   PLEASE NOTE: 2001, 2002 & 2003 Guidelines
       2001
         A Point of Purchase Ad will be assigned to the
          contestant to construct on the computer utilizing MS
          Publisher
       2002, 2003, 2004, & 2005
         A Web Page will be assigned to the contestant to
          construct on the computer, the software utilized will be
          MS Publisher 2000. The Sales Committee reserves the
          right to change the option upon equipment availability.
 Contest materials
   A product plus instructions as to the type of ad and purpose of the ad will
     be provided at contest time.
 Timeline
   25 minutes of preparation for all three areas
   Warning given at 20 minutes

Point of Purchase Ad & Newspaper Ad
      (Information for Point of Sale Poster and Newspaper Ad)
     A Point of Purchase Ad should be catchy and capture the
     reader’s attention as they walk down the store aisle. It should
     be designed to get the reader to want to look at the product to
     obtain further information.
     The Newspaper Ad is similar to the Point of Purchase Ad but
     should be more detailed (remember it must catch the
     prospective buyer’s eye while they are reading the newspaper
     at home. They will take time to read more details if they are
     interested. A Newspaper Ad must have a border (the purpose
     of the border is to keep the reader’s eye focused on the ad).




                                       13
 Scoring will be based on the General Point of Sale Concepts

 Knowledge
   Properly laid out advertisement
         Headline
         Body Copy
         Illustration
         Price
         Logo

 Creativity
   Creative design
 Effectiveness
   Reaches prospective customer
   Clear message
   Includes necessary product features
 Appropriateness
   Appropriate for target audience
   Meets the needs of product being promoted
 Neatness/Clarity
   Neatly laid out & neat graphics
   Neat copy
   Clear and easy to understand message


Information for Point of Sale
5 BASIC PARTS OF AN AD
      HEADLINE
          Attention getting line talks ―TO YOU‖ making it person to person.
          The purpose is to grab the reader‘s attention so the reader will want
          to investigate the ad further.

      BODY COPY
          The selling message used to further sell the product must be
           interesting.
          It should sell the product‘s benefit to the customer.

      ILLUSTRATIONS
           Includes:
                  The product
                  Feature of the product
                  How it works
                  Advantages of product
                  Quality of product
                  Needs for the product


                                      14
                    Product in use
                    Image of ownership

PRICE
             May or may not be included. Depends on the goal or purpose of
             the ad.

LOGO OR BUSINESS IDENTIFICATION
         Generally limited to large corporations or well-established
         companies like McDonalds, Ford, GMC, IBM, Cenex etc. A logo
         provides name recognition and individuality.


FOCAL POINT (OPTICAL CENTER)
          Spot slightly above and to the left of the precise center of the
          layout space.

DOMINANT ELEMENT
         A dominant element (40% but not more than 50%) or focal point
         must be included in the printed advertisement. One item (price,
         sale, illustration) must be larger than the rest and catch the readers
         eye.




WEBSITE CONSTRUCTION
      (Information for Website Construction)
1. Establish what‘s important

2. Fill out necessary forms on Publisher according to given information

3. Set up page according to how the judges are going to judge it, i.e. if the
   judges want the website at 8 ½ X 11 or if they want it to look good when
   viewed as a website, do this before you start in on making the website

4. Start with the hardest page first and finish with the easiest page

5. Be sure to include all necessary given information

6. The title of the page should not be repeated on the page

7. The first page is intended to and must welcome the viewer and involve them
   in the website, you have to get them hooked




                                        15
8. You can angle objects such as pictures and text boxes to enhance the
   appearance of your website

9. Utilize pictures and text boxes, but do not clutter the page

10. Don‘t make it too wordy

11. The most important aspects are usually the biggest

12. If the judges are viewing it on the computer as a website make the first page
    so the viewer doesn‘t have to scroll, scrolling on the first page is bad because
    most customers want everything right there for them

13. On the order form you can place the company hours and contact information

14. On the products page you can put the delivery guarantees and/or benefits as
    well as the policy of customer satisfaction

15. Can overlap pictures with text if it enhances appearance

16. The website has to engage the viewer and be practical, the person has to be
    able to use it with ease




                                         16
                         Creating a Web Site
                               Step by step Instructions

Step   1    Open MS Publisher 2000
Step   2    On left draw down WIZARD select web site
Step   3    Double click on design of your choice
Step   4    On Website WIZARD click next
Step   5    Select color scheme, then click next
Step   6    Click on Special Offers & Price List
           (in that order!)
Step 7 Click next

Step 8
           Click on
           order form




Step   9  Select the type of navigation bar(s) you desire
Step   10 Click no to sound
Step   11 Click YES to texture
Step   12 Skip the business address by
          clicking finish
Step   13 Customize the size of
          your website as per instructions

            On the top tool bar, click on file,
            on the draw down menu click on
            page set up. This screen will appear
            Click on custom
Step   14 Create the website size following contest
            instructions
Step   15 Creating THE HOME PAGE
       The HOME PAGE must have the
       following:
                Business name
                Address & phone number
                Brief description of company,
                   products, and services

On the HOME PAGE size everything to fit on the monitor screen



                                          17
Step 16 To create a hyperlink
             1ST select an image from clip art
             2nd place it on the page in the spot in the desired spot




Step 17 Click on HYPERLINK

Step 18 Click on another
        page

Step 19 Click specific
        page, generally
        on the order page




Step   20 To view you work, click on WEB PAGE PREVIEW (Top menu bar)

Step 21 Remember: Use appropriate clip art to spice up your website




                                           18
           Advertising and Promotion
Point of Sale Poster
                                                       Student/Judge Copy


                               McConkey
Background Information:

Assume that you are a sales person for McConkey Company. Located at P.O.
Box 1690 Sumner, WA 98390. Phone: 800-426-2001. McConkey Company
sells growing supplies and equipment for bedding plant producers. The new
spring lines of plastic pots are in, and the company would like you to make a
point of sales ad to promote the sale of the pots by December 31 st. Customers
may make payment with cash, checks or charge.

Assignment:

 You have been asked to develop an 81/2‖ x 11‖ Point of Sale Poster that will be
placed in the store next to the product. The purpose of the poster is to attract the
    attention of the prospect and encourage them to look at the product. The
  combination of plastic pots that the company would like you to promote for the
                          upcoming growing season are:

             Item #SR 330 four inch pots, were $2.00, now are $1.75
             Item #S4125 was $2.25, now $2.05
             And all the new items will be 10% off

     In this example, the contest coordinator
               provided the clip art
   On the following page is a list of available graphics you may use for your
    poster. These are the only graphics you may use.
   They are located on the desktop on your computer.
   You are not required to use all of the graphics.
   You may add text and text boxes to the poster.




                                        19
                          Advertising
POINT OF SALE POSTER
                                        Student/Judge Copy

                          Poinsettia

You are an employee of Harvest Foods. Even though it is the
Christmas Season, for some reason your Poinsettias have not been
selling.
Your manager wants to move them out fast by reducing the price by
50% and by advertising them. Therefore, the store manager has
asked you to make a Point of Sale Poster for Christmas Poinsettias.
A sample poinsettia is provided to give you ideas and inspiration.

Use MS Publisher 2000 to construct an 8 1/2 by 11 inch Point of Sale
Poster. There is a picture of a poinsettia in the clip art section of
publisher. You may use a wizard or draw your poster on the blank
format.




                                 20
                          Designing a Web Page
                        Washington State Contest 2002
Web Page: You are to develop a web page from the provided information. The page can
be for providing product information, customer service, or a combination of both. You will
have twenty-five (25) minutes to prepare the page. A warning will be given at 20
minutes. The software utilized will be MS Publisher.

You are a web site designer for a local computer company and Acme Feed Company
has asked you to design a business web site. The business is mixed with small and
large farm customers. They sell feed, livestock supplies, grooming equipment, western
clothing, seed, fertilizer and various tools.

The owner would like to establish a presence on the Internet so customers can order
products and obtain information from the web site. The web page should provide a
heading, mission statement, introductory paragraph, product information, an order page,
e-mail address and promote the monthly specials.

                                      General Information
1.        General Store Information
                                        Acme Feed Company
                                         1345 Store Avenue
                                         Anytown WA 99887
                                        Phone: 508-333-4545
                                      E-mail acmefeed@jim.com

2.        Store Hours

                                 Monday – Friday: 8:00 AM-6:00 PM
                                    Saturday: 8:00 AM-4:00 PM

3.        Mission Statement: ―To provide quality service to our valued customers‖

     4.       Customer Service Policy:     Receive free delivery on all orders over $150.
                                           100% customer service guaranteed.

4.        Monthly Specials:

                 All lawn fertilizer 25% off in May and June
                 10% off on all Alfalfa Hay June and July
                 20% off all Cat Food for the summer

5.        Price List:

                        Pasture Fertilizer 10-20-20 (Per Bag)       $9.50
                        Western Bonanza Flower Seed                 $1.50
                        Bark Dust (40 lb bag)                       $3.50
                        Alfalfa Hay (per ton)                       $100.00



                                               21
    Advertising and Promotion Practicum
Website Design
                                                           Acme Ranch Supply
                                                           Student Information

Background Information:
You have been hired by Acme Ranch Supply in Pullman, Washington to design a
web site. Design an easy to read web site that will show off their business.
Acme Ranch Supply is proud of their customer service and the fact they are
celebrating their 100 years in business. The web page should provide product
information, an order page, e-mail address as well as promote the monthly
specials.

Store Address:
123 Grand Ave.
Pullman, WA, 99163
(509) 338-1234
800-338-5678
E-Mail: acmeranchsupply.com
Hours:      M-F 8:00 AM – 5:00 PM
            Sat 9:00 AM – 2:00 PM

Monthly Specials:
All Dog food 25% off this month
10% off all Show and Tack equipment
15% off all Fencing supplies

Customer Service Policy:
Receive free delivery on all orders over $100. 100% customer satisfaction
guaranteed.

Mission Statement:
―Where the Customer is King!‖

Price List:
Cat Food (per bag)                      $ 8.95
Anti-biotic 100ml bottle                $ 19.95
Water Trough                            $ 13.50
Leather gloves                          $ 7.95
Alfalfa Hay (per ton)                   $ 100.00




                                      22
             Acme Ranch Supply                                               Sample
                                                                             Website
             Acme Ranch Supply                                               Design

Home Page
                              Where the Customer is KING!
Price List


Monthly Specials
                         Welcome to our web site. Acme Ranch
Order Form               Supply in Pullman Washington is proud to
                         announce it‘s 100 Year Anniversary. We
                         have been providing the areas ranchers,
                         farmers and home owners with the finest
                         quality products for 100 years and hope to
                         keep providing a warm welcome, fair prices
                         and hometown friendly service.

                                       Come see us at
                                        123 Grand Ave.
                                       Pullman, WA 99163
                                         509-338-1234
                                         800-338-5678

                                          Store Hours
                                     M-F 8:00 AM –5:00 PM
                                     Sat 9:00 AM –2:00 PM




                    Home Page | Price List | Monthly Specials | Order Form




                                       Acme Ranch
                                         Supply




                                      To contact us:
                               Phone: 509-525-1234
                               Fax: 1-800-567-9809
                            Email: acmeranchsupplyl.com

                                  123 Humbolt street
                                 Walla Walla,Wa 98362




                                           23
             Price List
             Acme Ranch Supply



Home Page                      Cat Food                                        $8.95
                                 per bag
Price List
                               Anti-biotic                                    $19.95
                                 100 ml bottle
Monthly Specials


Order Form                     Water Trough                                  $$13.95



                               Leather Gloves                                  $7.95



                               Alfalfa Hay                                   $100.00
                                  Per ton




                    Home Page | Price List | Monthly Specials | Order Form




                                       Acme Ranch
                                         Supply




                                      To contact us:
                               Phone: 509-525-1234
                               Fax: 1-800-567-9809
                            Email: acmeranchsupplyl.com




                                            24
             Monthly Specials
             Acme Ranch Supply


                                                                    Up To 25 % OFF
Home Page


Price List


Monthly Specials

Order Form

                                 l Offer
                           Specia ths specials ar
                                                  e:
                               on
                            This m

                                         All Dog Food 25% OFF
                                         10% Off All Show and Tack Equipment
                                         15% off all Fencing Supplies




                                                Expiration date: 00/00/00




                    Home Page | Price List | Monthly Specials | Order Form




                                        Acme Ranch
                                          Supply




                                        To contact us:
                               Phone: 509-525-1234
                               Fax: 1-800-567-9809
                            Email: acmeranchsupplyl.com




                                             25
26
                          Advertising Practicum
Website Design
                                                                     Arbini Farms

Larry and Gail Arbini have hired you to develop a web site for their family Walla
Walla Sweet onion farm. They have requested a website containing the following
pages.

Home Page
Price list
Order Form
Specials
Family farming history (the family has been raising onions since 1898)
Any other information you deem necessary

The Arbini‘s are very proud of their family tradition of producing farm fresh,
quality onions for over 100 years. Their business logo is ―We guarantee every
Onion”. They would also like the website to be colorful and eye catching, with
several pictures or the like on each page.

Prices                                     Specials
Sacks                Boxes                 Gift Boxes
                                           Includes onions plus
10 lb $6.00          10 lb $7.00           featuring Winsom‘s Sweet Onion Salad
25 lb $10            25 lb $11.00          Dressing
                                           Small $15.00
                                           Medium $25.00
50 lb $15.00         50 lb $16.00          Large $40.00




        Other Arbini Farm information
        Address:      1313 13th St.
                      Walla Walla, WA 99362
                      Email arbinifarms@bmi.net
                      Phone number 509-525-1234

Arbini Farms offer‘s fast, friendly, free delivery within the Walla Walla trading
area. Every onion is guaranteed to be of the highest quality.




                                         27
                       Advertising Practicum
Website Design
The website will be constructed using MS Publisher 2000 with full clip art.
Have the coordinator create a file so you may save your work periodically and when you
finish. Save your file numerous times in case the computer encounters a problem. Ask
a contest coordinator if assistance is needed. The website will be printed out on 8 ½ X
11 sheets of paper to be judged. In order to make the website fit into this size of paper
you must go to File, then Page Setup, then Custom, then set the dimensions to 8 ½ X
11. When you have completed the website ask a contest coordinator to assist you in
printing it out.

Scenario Information
        Mitch and Melissa Smith have hired you to develop a website for their wheat crop
supply company called Wheat Crop Supply. The Smith family wants the website to be
easy to use, to welcome customers, and to only advertise their wheat crop supply
related products. They also want their customers to be able to find out the prices, the
specials, and be able to order products off the website. Also, as a warning, this is just
the information that the Smith family sent, they wanted you to pick out the necessary
information. The company specializes in their patented weed resistant wheat.
        The Smith family is extremely proud of their 120 years of business and their
absolute dedication to their customer‘s satisfaction. The company logo is ―We offer great
products at great prices for great customers‖. This has been the family logo for 5 years.
        Wheat Crop Supply also offers many other items such as: motor oil, oil filters,
and birthday cards.
        The Smith family company, as a reassurance to all of their potential and current
customers, guarantees all prices on the website. They also provide a money back
guarantee on all their products.

Price List
Sacks of weed resistant wheat Fertilizers                Miscellaneous
   50lb $50.00               16-16-16 $30.00                Gloves $10.00
   100lb $100.00              16-4-4    $25.00              Fertilizer spreader $10.00
                              48-0-0 $20.00

Specials
         The Smith family has just received a special delivery of crop related products and
is willing to pass this savings on to their customers. They are offering leather gloves at a
50% discount, a 30% discount on rubber gloves, and 25% off all rodenticides.

Other Smith Company Information
2045 S. Combine Way           Cropville, WA 90210 (509) 513-1313
              Email: smithfamilycompany@wagon.com




                                            28
                                Advertising
Website Design
                              Background Information
You have just been hired by Acme Farm Supply based in Ft. Worth, Texas, to build them
a user-friendly website. Acme Farm Supply wants to advertise their monthly specials,
their products and their prices, as well as have an order form. The company prides
themselves on their customer satisfaction as well as the fact that they have been in
business in the same location for over 100 years. The business also wants to include
their contact information, including an accessible e-mail address.

Store Address
123 Four St.
Ft. Worth, Texas 93820
(519) 392-2983
Toll Free Number (800) 932-9322
Email Address: acmeranchysupply@oregon.com
Hours: M-F 7am-5pm
        Sat 9am-4pm

Your Job
        You are supposed to build an 8 ½ X 11 website. You should make the first page
completely visible in the website form without scrolling. The company wants to have an
order form, a price list, and, of course, contact information. It should also include
information on their products as well as the monthly specials as well as their 100%
customer service policy.

Monthly Specials
      All grain delivered this month is 35% off
      Half off all farm tools
      10% off all herbicide

Customer Service Policy
      Free delivery on all orders in addition to the 100% customer satisfaction. The
customer service guarantee is the full refund of any merchandise that does not meet the
customer‘s satisfaction.

Mission Statement
      ―It‘s no lie, the place that has everything is Acme Farm Supply‖

Price List
       Alfalfa - $0.75/lb    Hay - $1.00/lb Grade A herbicide - $12.00
       Fertilizer - $25.00   Fertilizer Spreader - $50.00 Plow - $500.00


The judges will grade your website using the website feature in Microsoft Publisher
2000, it will not be printed out.




                                           29
                                                                     Contestant Copy
                   Advertising: Web Site Design
                            Acme Tent Company
You are to develop a web site containing 4 pages from the provided information. You will
have twenty-five (25) minutes to prepare the web site. A warning will be given at 20
minutes. The software utilized will be MS Publisher 2000.

You are a web site designer for a local computer company. Acme Tent Company has
asked you to design a business web site for them. The stores customers are mix of local
sporting enthusiasts, professional guides and internet shoppers.

Acme Tent Company sells all kinds of camping tents.

The owner would like to establish a presence on the Internet so customers can order
products and obtain information from the web site. The web page should provide a
heading, mission statement, a price page, an order page, e-mail address and promote
the monthly special. The owner also desires a hyperlink between their monthly special
and the order page.

General Store Information
                                        Acme Tent Company
                                             1313 13th St.
                                       Walla Walla, WA 99362
                                       Phone: 509-555-4545
                                    E-mail: acmetentcompany.com

Store Hours
                              Monday – Friday: 8:00 AM-6:00 PM

Mission Statement: ―Tents of all sizes to meet the needs of America‘s campers‖

Customer Service Policy:      “If we sell it, we guarantee it‖

Monthly Special:

       4 person tent 50 % off
       Now selling for $100 rather than the original price of $200

Price List:
       3 person light weight tent      $200
       5 person light weight tent      $300
       Himalaya Mountain tent          $500




                                              30
                                                                   Contestant Copy
                   Advertising: Web Site Design
                           Acme Sporting Goods
You are to develop a web site containing 4 pages from the provided information. You will
have twenty-five (25) minutes to prepare the web site. A warning will be given at 20
minutes. The software utilized will be MS Publisher 2000.

You are a web site designer for a local computer company. Acme Sporting Goods has
asked you to design a business web site for them. The stores customers are mix of local
sporting enthusiasts, professional guides and internet shoppers.

Acme Sporting Goods sells all kinds of fishing and hunting supplies, camping equipment
and sports clothing.

The owner would like to establish a presence on the Internet so customers can order
products and obtain information from the web site. The web page should provide a
heading, mission statement, a price page, an order page, e-mail address and promote
the monthly special. The owner also desires a hyperlink between their monthly special
and the order page.

General Store Information
                                    Acme Sporting Goods
                                          1313 13th St.
                                   Walla Walla, WA 99362
                                    Phone: 509-555-4545
                                E-mail: acmesportinggoods.com

Store Hours
                              Monday – Friday: 8:00 AM-6:00 PM
                                 Saturday: 8:00 AM-4:00 PM

Mission Statement: ―To provide quality service to our valued customers‖

Customer Service Policy:      100% customer satisfaction guaranteed.

Monthly Special:

       6 foot fiberglass fishing pole 50 % off
       Now selling for $20 rather than the original price of $40

Price List:
       Sleeping bags          $30
       Tents                  $40
       Stocking caps          $10




                                           31
              Customer
              Relations




“Walking the business tight rope…, keeping
  the customer happy while maintaining
             company profit.”




                    32
                   Customer Relations
                                    Overview
 Practicum time guide lines
  10 minutes to study problem
  10 minutes to solve problem with judges
  7 minute warning

 Contest material
  A typical company policy and philosophy statement will be given to each
  contestant along with the contest problem. The contestant is to solve the
  problem within the company policies.

 Problem solving
  Judge brings in a product with multiple problems to be solved

 Types of problems
  Defective equipment
  Improper use or application
  Calming & regaining customer satisfaction

 Evaluation
  Primarily on human relations skills
  Secondarily on technical knowledge

 Information provided
  Store policy
  Company philosophy

 Suggestive selling
  If appropriate, attempt to gain additional sale(s)




                                        33
The purpose of the customer relation’s practicum is to provide real
life situations that a student may encounter as a sales clerk, company
representative or sales person.

                 Tips for Successful Customer Relations
Tip # 1        Read and become knowledgeable with the store policy

Tip # 2        Show empathy; treat the customer way you would want to be
                treated.

                      Remember, you are a representative of the store.

Tip # 3        If unclear or if there is any doubt in your mind. Ask the
               judge/customer to restate the problem (ask the judge/customer to
               clarify any unclear points).

Tip # 4        Restate the problem in your own words. As you restate the
               problem, look to the judge/customer to get a read if you are on the
               correct path.

Tip # 5        Determine the root of the problem (customer misapplication /
               misuse or defective equipment).


Tip # 6        Be positive. All suggestions or statements you make should have a
               positive spin.

                                   ―We can take care of this ...‖
     Defective Equipment
                                    ―I‘m sorry you had this problem, but I‘m sure
                                    we can solve this to your satisfaction‖

                                   ―From what you told me, it appears you didn‘t
            Customer               follow the instructions on the label.‖
             Misue or
          Misapplication           ―I hope you can understand that we can‘t be
                                   responsible for customer misuse, but we can
                                   help you out by (offer a discount) etc.


Tip # 7         Wrap up the discussion with the customer (judge) by asking if this
                solves their problem.




                                         34
Tip # 8        Ask the customer if there is anything else they need to go along
              with their product. Be product specific (offer safety glasses, or
              other related products.
                             Customer Relations
                              Sample Scenarios

Problem # 1

The Acme Company policy for defects or refunds should be handled as follows:

       1.     A receipt if preferred
       2.     Clerks should try to handle complaints
       3.     Utilize the service department for repairs or defects
       4.     If item is deemed defective replace from store inventory
       5.     Refund money if no other alternative is practical
       6.     Federal law prohibits the return of any merchandise that has been
              exposed to Herbicides or Pesticides.

Assume you are a sales clerk for the above company and a customer (role
played by your judge) comes into your store with the following problem.

Assume the customer is carrying a 5 gallon sprayer as they state the following
scenario:

Customer:
     ―I purchased this 5 gallon backpack sprayer from you last week. When I
     used it, I discovered that it was too heavy for my back. I especially found
     it to be too heavy when I was walking up steep hills along the fence lines
     on of my ranch. Since it is too heavy and caused me back pain, I would
     like to return this back pack and have my money refunded.‖

Solution:
      Inform the customer, Federal Law prohibits taking the sprayer in as a
      return (store policy # 6). However, recommend they only fill the sprayer
      half full. Another solution is to recommend a dolly to pull it on or suggest
      an ATV complete with a sprayer.




                                        35
                  CUSTOMER RELATIONS

                                                             Student Copy

                        Hedge Trimmer

Business: You are a floor sales person working at a local hardware store
“Acme Hardware”. Your customers are generally from a mix of urban and rural
population.

Situation: Two days ago, a homeowner purchased a gas powered hedge
trimmer. Today, he/she comes into the store complaining it no longer works
properly.

Complaint # 1:
     After cutting about ½ of the hedge, the blade suddenly went dull.

Complaint # 2:
     Upon refueling the gas tank, the motor ran for a short period of time and
     then froze up.

Complaint # 3
     The starter rope is broken.

                         Acme Hardware Store Policy:

1.    Above and beyond any Manufacturer‘s Warranty, Acme Hardware carries
      a 30-day store warranty.
2.     Utilize the service department to resolve mechanical problems whenever
        applicable.
3.    It is the sales person‘s responsibility to determine if the problem is with the
      operator or a manufacture‘s defect.
4.     A receipt is preferred with all sales.
5.     If merchandise is deemed defective, the clerk should attempt to replace
      with a similar product out of the store inventory before giving cash refund.
6.    It is the customer‘s responsibility to read the operating instructions before
      using the merchandise.




                                        36
                       Customer Relations

                                                           Judges Copy

                       Hedge Trimmer
Scenario: Two days ago you purchased this hedge trimmer (have it in your
hands). Explain to the student at first the hedge trimmer worked great.
However, when you trimmed about ½ of the way down your 100 foot long hedge
the blade suddenly went dull. Just after the blade went dull, you ran out of gas.
When you refilled the tank, the engine ran for about 20 seconds then froze up. In
your frustration, you pulled the starter rope so hard it broke. You are very
disgusted with the hedge trimmer. You would prefer your money back but as a
last resort would accept another off the shelf.

     Don’t volunteer any information but if
     asked by the student this is what really
                    happened.
# 1 you dulled the blade by cutting into wire that had mistakenly been installed in
your arborvitae hedge.
# 2 the motor worked fine on the first tank of gas. When you refilled the fuel tank
trimmer you did not mix two-cycle oil with the gas.
# 3 with the motor froze up; you pulled the rope so hard it broke.

The contestant should determine the problem was operator error. Two basic
options are possible.
       # 1 Sell the customer a new hedge trimmer
       # 2 Check into the possibility of having the service shop repair the trimmer
       (at the customers expense).
       # 3 The student should attempt to sell the customer two-cycle oil, safety
       glasses, gloves and other accessories.




                                        37
                 CUSTOMER RELATIONS

                                                  STUDENT COPY
                  Acme Garden Center

You are a sales clerk for the ACME GARDEN CENTER. The Acme Garden
Center‘s policy is to provide quality products at a fair price.

The ACME GARDEN CENTER‘S policy for defects or refunds is as follows:

      A receipt is preferred
      Clerks should try to handle complaints
      Customer negligence is not the company‘s responsibility
      If item is deemed defective replace with a new one from inventory
      Refund money if no other alternative is practical




                                      38
                                           CUSTOMER RELATIONS

                                                                               JUDGES COPY

                                       Acme Garden Center
                        You are a sales clerk for the ACME GARDEN CENTER. The Acme Garden
Same as students info




                        Center‘s policy is to provide quality products at a fair price.

                        The ACME GARDEN CENTER‘S policy for defects or refunds is as follows:

                               A receipt is preferred
                               Clerks should try to handle complaints
                               Customer negligence is not the company‘s responsibility
                               If item is deemed defective replace with a new one from inventory
                               Refund money if no other alternative is practical



                        CONTEST SCENARIO:
                               You as the judge are to bring in two sets of plants. The first set is
                        unhealthy looking. You bought all of your plants 2 weeks ago. The reason the
                        first set is looking sick is that you placed them in the garage and forgot all about
                        them until today when you had time to work the soil and plant them. The second
                        set of plants, you discover are annuals. When you bought your plants you
                        wanted perennials so you wouldn‘t have to plant each year. These plants
                        (annuals) are healthy and you just want to exchange them for perennials that will
                        look good around your house.

                        Solution




                                                                39
      Customer Relations Practicum Guide 2001

                                                  Student/Judges Copy
Business: You are a floor sales person working in at "Als", a local hardware
store that sells a variety of Forest and Natural Resource Products. Your
customers are generally from a mix of urban and rural population.

Situation: A customer who owns a small 10-acre wooded lot purchased a 16-
inch Power/Chain Saw in the last month. He comes to the store and makes the
claim that it never worked properly. The chain was never sharp. The motor
started and ran for a short period of time then died. When attempted to restart,
the pull cord broke and it appeared the engine had locked up.

The saw costs $230.00. Al the storeowner is out of town for two weeks. Al
asked that you make all service decisions. The product has a 45-day parts and
labor warranty that also specifies "proper care" as criteria for the customer.

Al's Store Policy is to provide quality products, good service and have satisfied
customers.

Furthermore, as a member of Al's sales' staff you should remember the following
in resolving the customer's complaint…

          A satisfied customer is top priority

          Utilize the service department to resolve mechanical problems where
           possible

          You need to be "Fair" but "Firm"

          If a product is defective replace from inventory




                                          40
                            Customer Relations
                             Animal Industry
                                 Clippers
                                                                Student Copy
You are the sales clerk for Acme Ranch Supply. The owner Mr. Acme has
placed a lot of confidence in his sales staff and expects them to make the final
decision dealing with customers.

                         The Acme Store Policy is:
1.    Receipts are required for all returns (no exceptions)
2.    All problems must be resolved by the sales clerks
3.    Substitutions/replacements are preferred over cash refunds
4.    Every attempt must be made to solve the problem to the customer‘s
      satisfaction.

Problem:

The customer is returning a large pair of clippers complaining they are too noisy,
scare her dogs, do not clip inside the ears and his/her arm gets tired before the
dog is half clipped. The clippers being returned are clean and show no signs of
use. The box can be easily be resealed.




                                        41
           Receipt for Judge



           Acme Hardware
             1313 13th St.
        Walla Walla, WA 99362

           Date __1 week prior to contest_

       Description               Price
1 Pr. Cattle Clippers        $ 59.95
5 Ton Rolled Ration          $450.00
SubTotal                     $509.95
                                40.80
Tax
                             $550.75
Total




                        42
                            Customer Relations
                             Animal Industry
                                 Clippers
                                                                 Judges Copy
You are the sales clerk for Acme Ranch Supply. The owner Mr. Acme has
placed a lot of confidence in his sales staff and expects them to make the final
decision dealing with customers.

                         The Acme Store Policy is:
1.   Receipts are required for all returns (no exceptions)
2.   All problems must be resolved by the sales clerks
3.   Substitutions/replacements are preferred over cash refunds
4.   Every attempt must be made to solve the problem to the customer‘s
     satisfaction.

Problem:

The customer is returning a large pair of clippers complaining they are too noisy,
scare her dogs, do not clip inside the ears and his/her arm gets tired before the
dog is half clipped. The clippers being returned are clean and show no signs of
use. The box can be easily be resealed.



                             Judges Note
When you were in the store you told the clerk that you have 12 dogs at home and
that you clip your dogs on a regular basis. The sales clerk sold you the big set of
clippers even though you mentioned they looked big for your miniature poodles.
The contestant should be willing to make an exchange for a smaller set of
clippers that are designed for dogs, not cattle. The student should also offer to
sell you oil for the clippers, see if you need any other products for you dogs such
as dog food, shampoo, and any other dog supplies.




                                        43
                     Customer Relations Practicum
                                 Squeeze Chute
                                                                    Judges Copy
Introduction:
You are the sales representative for Acme Ranch Supply operated in Walla
Walla, WA. You have been asked to go to the residence of Chris Shoemaker
who operates a purebred Simmental operation in the valley. Your job is to handle
any customer complaints about the products that your company sells. You are to
determine the proper course of action to resolve the situation within the
company's policy.

Scenario:
The Shoemakers bought a new hydraulic chute from your company last
November. This past weekend while using the chute a registered cow was
injured. The cow was sold for $2,000 to a neighbor; now due to the injury the cow
can no longer be sold. The Shoemakers want your company to buy the cow
because they blame the accident on the chute. When they bought the chute it
was guaranteed to be a safe, easy chute to use and would reduce cattle injuries.

Company Policy:
 All products are 100% guaranteed
 All new customers are offered 8 hours of training for new products
 Tri-Cities Ranch Supply believes in educating the customer and holds
  seminars that explain all the equipment they sell.
 All equipment has a one-year warranty for any defects.
 Tri-Cities Ranch Supply does not assume responsibility for misapplication,
  misuse, or injury caused by workers who have not had adequate training by
  Tri-Cities Ranch Supply.




                  Judges Footnote: (not to be seen by contestant)

When you bought the new chute Tri-Ciites Ranch Supply trained all of the
Shoemaker‘s current employees on the correct and safe use of the hydraulic
chute. The chute has been used hundreds of times without injury to any cattle.
However, when the cow in question was injured a new employee who had
not received training was operating the chute. It appears that everything is in
working order on the chute.

  Do not supply information to the student if they don‘t ask about it!!


                                        44
                                Customer Relations
Clorpyralid Applied
                                       Herbicide
                                                                        Student Copy
You are the sales clerk for Acme Chemical & Fertilizer Company. The owner Mr. Acme
has placed a lot of confidence in his sales staff and expects them to make the final
decision dealing with customers. Presently, Mr. Acme and the management team are
out of town and have turned the operation of the store over to you for the next two
weeks.
                           The Acme Store Policy is:
Receipts are required for all returns (no exceptions)
All problems must be resolved by the sales clerks
Substitutions/replacements are preferred over cash refunds
Every attempt must be made to solve the problem to the customer‘s satisfaction.
Federal Law prohibits a dealer to take containers back once the seal has been broken.
It is the customer‘s responsibility to read all labels and comply with all Federal and State
Guidelines

Problem:
The customer enters your store and wishes to visit with you (sales clerk) about a
problem with a chemical they purchased last week. When the customer purchased the 5
gallons of Curtail (brand name for broadleaf weed killer) they told you they were
planning to spray their pasture used for grazing their registered Simmentals for thistles.
After spraying the pasture for thistles, they decided they no longer wished to graze the
field but to make hay from the 100 acre field.

The problem they are bringing to you is: last night‘s newspaper featured an article
stating hay sprayed with Clopyralid can not be composted. Clopyralid is one of the
active ingredients in Curtail. They now want you (Acme Chemical & Fertilizer Company)
to purchase the hay since there are now composting problems with their hay.
                                          Receipt
                      Acme Chemical & Fertilizer Company
                                  1313 13th St.
                             Walla Walla, WA 99362
                                             Date One week after today‘s date_
                 Description                Price
                2 Gallons     $159.00
                Round Up
                5 Gallons     $450.00
                Curtail
                SubTotal      $609.00
                Tax               48.72
                Total         $657.72

                                 John Q. Customer

                                            45
                             Customer Relations

Clorpyralid Applied
                                    Herbicide
                                                                   Judges Copy


The customer is wrong in two ways.
      # 1 They changed their minds, telling the clerk one thing then doing
      something else.
      # 2 Ultimately, it is the consumer‘s responsibility to read the label before
      chemical application.

The contestant should in a nice way inform you the company can not be
responsible for customer error. They should also suggest the customer should
inform prospective hay buyers the hay is fine but can not be used for composting
purposes.


                                      Receipt
                      Acme Chemical & Fertilizer Company
                                 1313 13th St.
                            Walla Walla, WA 99362

                             Date One week after today‘s date_

                             Description               Price
                      2 Gallons Round Up           $159.00
                      5 Gallons Curtail            $450.00
                      SubTotal                     $609.00
                                                      48.72
                      Tax
                                                   $657.72
                      Total
                              John Q. Customer
                               Customer‘s Signature




                                         46
                            Customer Relations
Curtail
                                                                Student Copy
You are the sales clerk for Acme Chemical & Fertilizer Company. The owner Mr.
Acme has placed a lot of confidence in his sales staff and expects them to make
the final decision dealing with customers. Presently, Mr. Acme and the
management team are out of town and have turned the operation of the store
over to you for the next two weeks.

                         The Acme Store Policy is:
Receipts are preferred
All problems must be resolved by the sales clerks
Substitutions/replacements are preferred over cash refunds
Every attempt must be made to solve the problem to the customer‘s satisfaction.
Federal Law prohibits a dealer to take containers back once the seal has been
broken.
It is the customer‘s responsibility to read all labels and comply with all Federal
and State Guidelines

Problem:
A long time customer is very upset with you (sales clerk). Earlier in the week
they asked you for the best way to control unwanted grass and thistles in their
alfalfa field. Based on this information, you went to the shelf and sold them
Curtail a broad leaf plant killer which is also very effective on thistles.

Before using the product the customer carefully read the label which clearly
states Curtail will kill alfalfa, thistles and other broad leaf plants.

The customer now wants you to solve the problem.




                                        47
                             Customer Relations
Curtail
                                                                   Judges Copy
The sales clerk should take full responsibility for the problem and try to solve the
problem. Show the contestant the attached ―Application Instructions‖

As the judge you might want to mention you are a customer in good standing
with the company, how much this inconvenienced you plus the close call on
killing over 120 acres of prime alfalfa.


The clerk should ask for a sales receipt but it is not required.
Since the product was unopened (the seal was not broken) it can be taken back
for a full refund.
Ask for a cash refund, however, the student should attempt other solutions
before returning the money.


                           Curtail: Application Instructions

                       Apply this chemical to kill broadleaf plants
                       including thistle, alfalfa, knapweed,
                       dandelions and other broad leaf plants.

                       Federal Law prohibits the sale of open
                       containers.

                       Always triple rinse containers for proper
                       disposal.




                                         48
          CUSTOMER RELATIONS
                       STUDENT COPY
   Acme Crop Supply
     You are a sales clerk for the Acme Crop Supply. The Acme Crop Supply‘s policy is to
                             provide quality products at a fair price.

   The Acme Crop Supply‘s policy for defects or refunds is as follows:
         A receipt is preferred
         Clerks should try to handle complaints
         Customer negligence is not the company‘s responsibility
         If item is deemed defective replace with a new one from inventory
         It is the customer‘s responsibility to read all labels/manufacture‘s instructions
         before use
         Refund money if no other alternative is practical

   Enclosed is the label from 2-4-D which will be used in this scenario.


                                               2-4-D
                      2-4-D is an effective herbicide that kills all broadleaf
                                          plants (Dicots).

2-4-D treated plants may be fed to animals after 5 days of application
Worker re-entry time after application is 2 days.
100% effective on all broad leaf plants
Do not apply in windy conditions
Use only as directed
Satisfaction guaranteed
 It is the applicators responsibility to read the label and all other information
 Do not use this product on clover or alfalfa



   The judge/customer had an infestation of weeds in his 100 acres of alfalfa. Fifteen
   days ago he/she purchased 3 gallons of 2-4-D from Acme Crop Supply to kill the weeds
   in their alfalfa (they had several different types of noxious broad leaf weeds). The spray
   was very effective, so effective it killed all the broad leaf weeds plus all of the alfalfa
   plants. The customer/judge feel Acme Crop Supply owes for the hay they should have
   harvested which is valued at $20,000. If Acme Crop Supply doesn‘t pay the customer
   $20,000 for the lost crop they will be contacting a lawyer and file a lawsuit. In addition
   for the hay crop loss they also want Acme Crop Supply to provide new Alfalfa seed to
   replant the 100-acre field.
           To begin the scenario the judge/customer will present a gallon jug with the
   label on it and start asking for damages).

   If you have technical questions about the product, ask your
   judges for clarification.


                                                49
                        CUSTOMER RELATIONS
                                       JUDGES COPY
 Acme Crop Supply
                                     CONTEST SCENARIO:
 You as the judge had an infestation of weeds in your 100 acres of alfalfa. Fifteen days ago you
 purchased 3 gallons of 2-4-D from Acme Crop Supply to kill the weeds in your alfalfa (you had
 several different types of noxious broad leaf weeds). The spray was very effective, so effective it
 killed all the broad leaf weeds plus all of the alfalfa plants. You feel Acme Crop Supply owes you
 for the hay you should have harvested which is valued at $20,000. If Acme Crop Supply doesn‘t
 pay you the $20,000 for the lost crop you will be contacting a lawyer and file a lawsuit. In addition
 for the hay crop loss you also want Acme Crop Supply to provide you with new Alfalfa seed to
 replant the 100-acre field.
           You are to present the student with the gallon jug with the label on it and start asking for
 damages. (The student has had a chance to study the label)

 The Acme Crop Supply‘s policy for defects or refunds is as follows:
        A receipt is preferred
        Clerks should try to handle complaints
        Customer negligence is not the company‘s responsibility
        If item is deemed defective replace with a new one from inventory
        It is the customer‘s responsibility to read all labels/manufacture‘s instructions before use
        Refund money if no other alternative is practical

                                             2-4-D

                  2-4-D is an effective herbicide that kills all broadleaf
                                      plants (Dicots).
2-4-D treated plants may be fed to animals after 5 days of application
Worker re-entry time after application is 2 days.
100% effective on all broad leaf plants
Do not apply in windy conditions
Use only as directed
Satisfaction guaranteed
 It is the applicators responsibility to read the label and all other information

 Do not apply this product on clover or alfalfa
   If the contestant asks for technical help, you may assist them only with technical
  questions about the product. By contest time, the contestant should know the roles
                 played and other general mechanics of the practicum.


    Obviously, the customer is at fault. The contestant needs to tell you this with
  empathy. Additionally, they should try to get you a discount, offer seed at cost etc.
                     plus attempt to sell other products to you.
        2002 National FFA Ag Sales Career Development Event

                                                                    "Customer Relations"

                                                  50
You are employed as a sales representative by ‗The Animal Store‘ which focuses on
products and services to customers who raise and/or keep large animals. The store also
includes products/services to the people who have special needs as operators and
supervisors of animals. As a sales representative your assignment is to deal with a
dissatisfied customer using the appropriate customer relation techniques.

The customer you are visiting today at their home is in the process of implementing a
preconditioning feeder program for the 160-180 steer and heifer calves that are retained
after weaning. Each program will last for 2 months (60 days).

You sold them the pens; watering, feeding and shelter equipment 30 days ago and they
received their shipment last week. You were out of town on vacation and upon your
return home received a message from Bob/ Betty Jones. It was left 3 days ago and
he/she mentioned they were not pleased with their shipment received.

You had previously received agreement that if all went well with the equipment purchase
he/she would purchase their preconditioning feed program.

The preconditioning feeder program includes…
       a. A daily feed supplement of 10 lbs./head/day X 60 days =
                 96,000 to 108,000 pounds during October and November of each
              year.

They also have a nice size broiler operation you were hoping to gain their business on in
the near future.




                                           51
                                CUSTOMER RELATIONS
                                    The Animal Store
                                 Information and Policy

The main product categories provided at ‗The Animal Store‘ are described as follows:
   1. Animal feed- you have a strategic alliance with a regional feed manufacturing
      company that provides 180 feed rations in bulk, 50 lb. bags, and smaller
      containers for pets. Special rations can be formulated for those animal producers
      who have unique nutrition requirements.

   2. Animal health - an array of products for preventative health care and disease
      control including: medicated feed antibiotics, antibiotic injections, antibiotic water
      solubles, vaccines, wormers, and tick & fly control products.

   3. Animal support products- disinfectants, tack, rope, halters, shampoos and oils.

   4. Plant nutrients- to produce quality hay and forages for animals, dry pelleted
      fertilizer products are available in bulk and bag quantities. Application of fertilizer
      is available.

   5. Fencing- Fencing and metal products including waters and feed troughs,
      enclosed feeders, gates, barb and net wire, electric fencing equipment, and tools.

   6. Clothing- denim pants & shirts, work boots, winter insulated coats, caps & hats.


                                                                                     Policy
         In dealing with merchandise returns, you must have a receipt and then a store
credit is provided. There is no cash given, it must be used on other Animal Store
products. Damaged products can be exchanged for new products if the Store Manger
approves the exchange.




                                            52
2002 National FFA Ag Sales Career Development Event

CUSTOMER RELATIONS

              "Judges Background Information"
You are serving as judge for the "Customer Relations" segment of the National FFA Ag
Sales Career Development Event. Student contestants need to ask questions to
determine the following information regarding your complaint and dissatisfaction with
The Animal Store.

They are visiting you at your home today and you are in the process of implementing a
preconditioning feeder program for the 160-180 steer and heifer calves that are retained
after weaning. Each program will last for 2 months (60 days).

You were sold the pens; watering, feeding and shelter equipment 30 days ago and you
received a shipment of damaged goods last week. You left a message on the sales reps
answering machine 3 days ago and have not heard back. This is delaying your
construction timeline.

You had previously agreed that if all went well with the equipment purchase you would
purchase your preconditioning feed program through The Animal Store also.

The preconditioning feeder program includes…
       a. A daily feed supplement of 10 lbs./head/day X 60 days =
                 96,000 to 108,000 pounds during October and November of each
              year.

You also have a nice size broiler operation and the sales rep was hoping to gain your
business on in the near future.

Your complaints are:
       1) It took 3 days to receive a return phone call
       2) Ordered 30 days ago and the shipment arrived last week –―you didn‘t
          mention the time it would take for delivery.‖
       3) When the equipment arrived the galvanized gates were 3 foot too short,
       4) The feed bunks appeared to have been used before on a farm and now were
          sold as NEW!




                                           53
                                  Sam’s Guide Service




                      Enjoy Fishing in Eastern Washington’s
                                      Scenic Blue Mountains

 Fun --- Sun --- Fresh Air




                             Trips the family
                        will remember for years!!!



In the event of bad weather or other unforeseen natural events, or the family is not 100%
satisfied with Sam’s Guide Service a 25% reduction on the customer’s next fishing trip will be
granted.
                                                                 Contestant’s Copy


                                               54
                    Customer Relations
                           Sam’s Guide Service

You are the owner of Sam‘s Guide Service, specializing in family fishing trips.
Your goal is to provide clean, family orientated fishing trips for your customer‘s.

You are just returning from a 2 day fishing trip which experienced rain and
mosquitoes. Due to the rain, fishing time was limited however, a few fish were
caught. Even with the steady downpour, you were able to prepare quality meals
and keep the family of 4 dry at night.

The head of the household is now saying you did not live up to what was
promised in the newspaper advertisement and is demanding a full refund.

Good luck!!




                                                                 Judges Copy

                                         55
                   Customer Relations
                          Sam’s Guide Service

You are to assume the role of a disgruntled camper demanding a full refund on
the 2 day fishing trip provided by Sam‘s Guide Service. Due to the rainy weather
and mosquitoes you had less fun than what was expected. You are using the
newspaper advertisement as your grounds for receiving a full refund and are
using the following points as the basis for your refund request.

         The few fish the family caught were not nearly as big as the ones
          pictured
         The rain was so heavy that your son (little Johnny) caught a terrible
          cold when fishing late at night
         The mosquitoes were so bad everyone has bite welts
         Your wife is mad because she couldn‘t get a sun tan
         The purpose of the trip was to get out of Seattle‘s rainy weather and
          into Eastern Washington‘s sunshine
         The only true part of the ad, was ―A trip the family will remember for
          years‖




                                        56
                                                        Contestant’s Copy
                    Customer Relations
                          Acme Tent Company

You are to assume the role of a sales clerk at the Acme Tent Company. The
judge will play the role of a customer returning a tent that leaked during a
camping trip last weekend. Listed below is the store policy, use it as a guide to
solve the problem.

Acme Tent Company Store Policy

      A receipt is required
      Clerks should make every attempt to solve the problem to the customer‘s
       satisfaction
      Acme Tent has a nationally acclaimed service department, every attempt
       should be made to utilize this department
      If an item is deemed defective, utilize the store‘s inventory for replacement
      Refunds will be granted when no other alternative satisfies the customer.
       They will be mailed to the customer‘s home within three business days
      The store philosophy is “WHERE THE CUSTOMER IS KING”




                                        57
                                                               Judges Copy
                   Customer Relations
                          Acme Tent Company


The contestant will think this will be easy to solve. You are to role play a
customer who just purchased a tent from Acme Tent Company. You will show
them your receipt (cut out from sample below) and request a full refund for the
tent that leaked on last weekend‘s camping trip.

For this practicum to play out fully, you must be
steadfast in your demand for a full refund.
To receive full credit, the contestant must in this order walk you through the
following 9 steps:

      Show empathy for your discomfort
      Ask you to explain what exactly happened and why the tent leaked
      Repeat in their own words what happened
      Ask for your receipt
      Ask if the service department can repair the leak
      Ask if they can replace it from one in inventory
      When offering you a refund, they must obtain your mailing address and
       verify the amount of the refund check
      They should see if this solves the problem to your satisfaction
      Ask if there are any other items you might need (ATTEMPT TO MAKE A
       SALE ON OTHER MERCHANDISE)



                            Acme Tent Company
                                 Receipt

                    Qty    Description      Price
                     1     Tent             $99.99

                            TelephoneTax       8.00
                                     Total $107.99

                            Practicum
                    Cash payment




                                       58
For contests or classroom demonstration it is
recommended to include the following:
     Advertisement …As listed in weekly newspaper
     Student information sheet
     Judges instruction sheet
     Order Form




                        Telephone
                              Overview
 Practicum time guidelines


                                59
      10 minutes to study scenario & supporting materials
      10 minutes to demonstrate skills
      Warning at 7 minutes

 Scenario
    Scenario will be selected for a typical agricultural supply company

 Contest materials
    Contestant will be provided with a promotional flyer, catalog, daily bulletin
    or other related promotional material
    Contestant will be provided with an order form and any updated materials
    such as out of stock or priced reduced items.

 Receive phone call
    Pleasant and business like voice

 Clarify and confirm order
     Repeat items
     Include product #‘s
     Confirm availability

 Suggestive/Consultative selling
    Specials
    Substitutions on out of stock items

 Closing the Order
     Repeat the order
     Ask for other needs
     Confirm delivery




                         Note to the Teacher
       This section is intended to be a quick and easy guide for instructors
teaching telephone skills to their students. To make this information the most


                                       60
effective, it is recommended the instructor involve people in the community with
telephone expertise. These people might include your local telephone company,
Telephone Pioneers (a service club of telephone company employees), and/or
local businesses that rely on the telephone as a part of their business volume
(parts houses, etc.)


      1. Answering the telephone

             a. Answer on the first ring whenever possible.
                     1. Gives an efficient impression to your caller
                     2. Co-workers can continue working undisturbed.
             b. If multiple lines, depress the proper line button before
                lifting the handset.

      2. Identify yourself

             a. Proper identification eliminates guesswork and saves time.
             b. It prompts the caller to identify himself.
             c. Suggested answering phrases:
                Answering for a firm: ―ABC Company‖
                Your own phone: ―Johnson or Fred Johnson‖
                Department phone: ―Appliance Department, Johnson‖
                Another‘s phone: ―Miss Wilson‘s office, Mr. Smith‖

      3. Leaving the line

             a. Tell the caller why and ask if he would mind being placed
                 on hold.
                    Example: ―May I put you on hold, while I get that information?‖
             b. If the caller doesn‘t wish to be put on hold, offer to call back.
             c. Use the hold button if your telephone is so equipped. If not, lay
                 the handset down gently on a soft surface.
             d. Remember, the telephone receiver will transmit sound even
                 though the mouthpiece is covered.
             e. Return the line every 30 to 40 seconds with a progress report.
                 ―Mrs. Jones, I‘m still checking on that for you.‖
              f. Get the caller‘s attention when you return to the line. ―Thank
                 you for waiting...‖




                                       61
4. Transferring calls

      a. Transfer calls only if you are unable to help the caller.
      b. Explain to the caller why she is being transferred and to whom.
          ―Ms. Allen handles our animal health care product. May I
           transfer your call?‖
      c. If the caller indicates that she doesn‘t want to be transferred,
          offer to have the correct party call him back.

5. Terminating calls

      a. Be courteous
      b. Let the caller hang up first so you can be sure she has
          completed her call.

6. Explaining co-workers absence from the office

      a. It‘s up to you to create a good image of the person for whom
          you are taking calls.
      b. Statements like, ―She‘s on a coffee break‖ or ―She is in the
          bathroom‖ or ―She hasn‘t come in yet‖ Do not give a positive
          impression.

7. Taking messages
      a. Keep a pad and pencil handy at all times.
      b. A good message includes:
              Called person‘s name
              Caller‘s name, firm name and number
              Date and Time
              Message
              Action to be taken
              Your name or initials
      c. To save time and insure accuracy, use telephone message
          forms.
      d. Deliver the message as soon as possible.

8. Handling call interruptions
      When you have several incoming calls simultaneously, don‘t panic.
      Handle the situation in the following manner:
      Calmly excuse yourself. ―Will you please excuse me for a
      moment?‖
      Put the caller on hold.
      Answer the next call.
      Complete the second call only if it can be handled quickly.
      Return to your original call promptly.




                                  62
9. Screening calls

      a. Give a brief report or short statement before asking for the
          identity of the caller. Demanding to know ―whose calling‖ gives
          an impression of abruptness and discrimination.
      b. Announcing calls:
         The executive is available but needs to know who the caller is.
          ―Yes, she‘s in, may I tell her who‘s calling, please?‖
      c. Screening calls often irritates callers therefore, it is not
          recommended. When it‘s necessary to direct the call to a
          certain individual or department, request necessary information
          courteously. ―May I have your name or account number,
          please?‖ or ―She‘s away from her office. May I take your name
          and number?‖....

Remember, you’re part of a Team, if the company is successful and
makes money you will also!

10. Placing your call

      a. Know whom you want to reach.
      b. Know what you want to say.
      c. Know what you want to accomplish.
      d. Call when the desired party is most likely to be available.
      e. Keep time differences in mind when calling long distance.
      f. Identify yourself; don‘t expect others to recognize you by your
          voice.
      g. Place your own calls.
              1. Your customers will feel that you value their time as
                 much as you do your own.
              2. Time is saved by eliminating the unnecessary third party.
              3. Secretaries and receptionists will have more time to take
                 care of other important duties.
              4. If someone does dial for you, be ready to take the call
                 immediately.

11. Projecting a good telephone image

      a. Use business like phrases instead of slang. Say ―Yes,‖
          ―Certainly‖ and ―Of course‖ instead of ―OK‖.
      b. Be a good listener, make notes while the caller is speaking.
      c. Always acknowledge a request.
      d. Show that you are interested by using the caller‘s name.
      e. Be tactful when it‘s necessary to refuse a request.




                                63
12. Developing an effective telephone voice

      a. Put a smile in your voice by using basic phrases of courtesy
          such as ―Please,‖ ―Thank you‖ and ―You‘re welcome.‖
      b. Try to vary your phrases to suit the condition.
      c. Show a sincere interest in the caller.
      d. Save candy and gum until after your telephone conversation.
      e. Speak clearly and distinctly. Talk directly into the transmitter,
          holding it about 1 1/2 inches from your lips.
      f. Vary your tone but avoid extremes of loudness or softness.
      g. Talk at a moderate rate, not too fast or too slow.

13. Order taking
      a. Repeat the order as you take it down\
      b. Review the entire order upon completion
      c. Suggestive selling:
         1. Ask if the customer is interested in any specials
         2. Ask if there is anything else the customer wants, try to be
             specific (if they are ordering animal feed ask if they need any
             other type of feed or feed related supplies on the order form)
      d. Ask for directions to their farm/home (if product is to be
         delivered), repeat directions back to the customer clarifying any
         details.
      e. Thank the customer for their order and ask the generic question
         ―will that be everything‖




                                 64
        Advertisement as seen in weekend edition of
                     local newspaper




                                 1313 13th St.
                                Anytown, USA
                                559-591-7522


                                      NOW taking Orders on Christmas Trees.

                                         Tree orders received
                                        before Dec. 15 receive a
                                              50% DISCOUNT.
Winter Spectacular




                                     All shrubs in stock
      Sale




                     Newcomer Special
                            To welcome people to Anytown USA, Acme Lawn and
                            Garden is offeringFree Installation on Bedding Plants and
                            Ornamentals Purchased in the month of December.


                                         65
                                 Telephone

                                                   Contestant Copy

                 Acme Lawn and Garden
Scenario:
You (contestant) are to assume the role of a sales clerk for Acme Lawn and
Garden. Part of your job description is answering the telephone and taking

orders for delivery within your city   .
Acme Lawn and Garden is your city‘s largest Lawn and Garden store catering to
both home owners and contractors. Presently, your city is enjoying a building
boom as three new manufacturer‘s have moved into town. With all of this new
growth in your city, Acme Lawn and Garden has asked their sales clerks to
provide helpful information to their customers.
It is now late fall—early winter. Acme Lawn and Garden has recently run a full
page advertisement in the local newspaper promoting their fall—early winter
specials.

                                 Manager’s
                                Daily Update


OUT OF STOCK ITEMS
     BEDDING PLANTS
          Marigolds –Yellow—(replace with Orange Marigolds)
          Alyseium (replace with English Button Impatience)

       ORNAMENTAL PLANTS
           Rhodadendrums (State‘s largest producer experienced an
           unexpected early freeze which killed 100% of their crop) Acme
           Lawn and Garden is taking orders for next spring. Customer‘s may
           direct order from Coyote Rhoddies at 559-591-7555.

MANAGER’S SPECIAL
       Acme Lawn and Garden has just started their own professional
       landscaping. Customer‘s will receive a 10% discount on the cost of their
       landscaping during the month of December.


                                           66
                               Telephone

                                             Judges Instructions
                Acme Lawn and Garden

You are to assume the role of a homeowner NEW to the community calling Acme
Lawn & Garden to place an order. You are in the process of landscaping your
new home even though it is the first week of December, as you want to make
your first Christmas in Anytown, USA special for you and your family.

The sales clerk answering the telephone will take your order. He or she has the
same order form you have, plus a daily sheet with specials and out of stock
information.

In the discussion of placing the order, mention that you want to have these
delivered right away so you can begin the landscaping of your newly purchased
home. Your family is moving into your new home within the next week and you
want it looking nice and ready for your first Christmas.

The contestant is to be evaluated is to be evaluated on voice quality,
pleasantness, accuracy of taking your order, and demonstrate creativity in
substituting products and suggesting new products. A score sheet is provided.

You are new to anytown, be sure to mention this to get the Newcomer Special.
Your address is 13 Elm St. Your cell phone # is BR5-1313. You would like this
order delivered by Friday.

You are to place the following order:

      15     Red Geraniums
      10     Arbovatie
      5      6-packs of yellow marigolds
      4      6-packs of Alyseiums
      4      Rhodadendrums
      2      Paper Birch Trees




                                        67
                     Acme Lawn and Garden
                            Order Form

Date ___________                 Order taken by ______________

Customer ______________________________________________

               ______________________________________________

Delivery Date ________________

Product                          Price Qty Total $
PLANTS
Geraniums 4" pot                 $ 2.00
Geranium 6" pot                  $ 3.50
Marigolds Yellow (6 pack)        $ 1.00
Marigolds Orange (6pack)         $ 1.00
Alyseiums (6 pack)               $1.00
English Button Impatience        $1.00
SHRUBS
Rhodadendrums                    $10.00
Arbovatie (1 gallon can)         $ 5.00
Arbovatie (2 gallon can)         $ 7.50
Arbovatie (3 gallon can)         $10.00
CHRISTMAS TREES
6' Noble Fir                     $20.00
7' Noble Fir                     $30.00
8' Noble Fir                     $40.00
4' Paper Birch                   $ 4.00

                                 Sub Total      _________
                                 Tax (8%)       _______________

                                 Total          __________

                                68
          1313 13th St.
         Smalltown, WA

        Red Long Stem
            Roses
          Only $2.00


Red Mini Roses
      Now
 Only $1.00


   Free Delivery
        (City Limits Only)




                 69
                              Telephone

                                                        Student Copy
                              Just Roses
Scenario:

You (contestant) are to assume the role of sales clerk at Just Roses flower
shop. Your position includes answering the phone taking orders to be delivered
to customers in town.

You may also need to make recommendations to help undecided customers
make decisions.

 You are to use the daily update and the newspaper flyer

         to point out specials and featured products                 .
Daily Update

                      Out of stock items
      Red mini roses (replace with red short stem roses)
      All Glass vases (replace with ceramic vases)


                         Weekly special
      20% off all Organic Roses if scheduled for delivery by Friday of
      next week




                                      70
                     Telephone Practicum

                                             Judge’s Instructions

                              Just Roses


        You are to assume the role of a customer looking to purchase some
Roses for your wedding anniversary. You are to call Just Roses and place an
order for 12 long stem white roses in a glass vase, one red long stem rose, and 6
mini red roses.
        The sales clerk answering the telephone will take your order. He or she
has the same order from you have, plus a weekly sheet of specials and out of
stock information.
        In the discussion of placing the order, mention that you want to have them
delivered the next day because your anniversary is tomorrow.
        The contestant is to be evaluated on voice quality, pleasantness, accuracy
of taking your order, and demonstrate creativity in substituting products and
suggesting new products. A score sheet is provided.

    You are living in Smalltown, your address it 489 Cell St. Your phone
                             number is 524-6889.



                 Remember tomorrow is your wedding
anniversary. It is imperative the flowers are delivered the next
day.




                                       71
                   Just Roses
                    Order Form
                                          Date ________
Customer __________________________________
         __________________________________

Delivery Time ______________________________

Product            Price          Qty          Total
Roses
Red, Long Stem     $2.50
Dozen, Red Long    $30.00
Stem
Dozen, White       $30.00
Long Stem
Red Mini           $1.35
Dozen, Red Mini    $11.00
Red, Short Stem     $.75
Organic, Red       $3.25
Long Stem
Dozen, Organic     $35.00
Long Stem

Miscellaneous
8‖ Glass Vase      $10.00
6‖ Glass Vase      $7.50
8‘ Ceramic Vase    $6.00
6‖ Ceramic Vase    $4.00
Cards
Any Occasion        $.50
                                  Sub-Total
                                  Tax (8 %)

                                   Total




                            72
       Bob‘s Gardening Tools and Supplies
                1313 13th Street
              Nowhere, USA

All Shovels




                                30% O ff
Wheel Barrows
$20.00 Off




  Free delivery only within city limits.
   $15 Dollars for outside city limits
         All Sales are Final on Sales items.




                         73
                          Telephone

                                                 Student Copy

    Bob’s Gardening Tools and Supplies
Scenario
You are to play the role of a sales clerk at Bob‘s Gardening Tools and
Supplies. Part of your job will be answering phone calls and taking
orders for delivery to customers in the area.

You can also help customers with decisions on what they should by,
and answer any questions that are brought up.

You are to use the newspaper advertisement to recommend specials
that are listed for the sale.
=============================================================

            Bob’s Gardening Tools and Supplies
  Daily Update

Out of Stock Items

     Metal wheelbarrows until Monday of next week, replace with
     Rubbermaid wheelbarrows.

Managers Special

     Today only, 35% off all hedge trimmers.




                                 74
                     Telephone Practicum
                                             Judge’s Instructions

     Bob’s Gardening Tools and Supplies
You are to assume the role of a ranch owner that is looking to purchase tools for
your ranch. You are to call Bob‘s Gardening Tools and Supplies to place your
order. You want your order delivered by next Wednesday.

The sales person will take your order. He or she will have the same order form
as you and also the same daily sheet with specials and out of stock items.

In the discussion casually mention you will be carrying around supplies that are
heavy and are looking for something to help lighten your load.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of
taking your order, and demonstrate creativity in substituting new products. A
score sheet is provided.

You are a long-term customer in good credit standing with Bob‘s Gardening
Tools and Supplies. Your address is 121314 Red Street, which is two miles out
of city limits. Your home number is 555-1234, your work number is 555-9876

You’re Order:
     4 Shovels
     2 Pitch Forks
     6 Bags of Soil
     30 Fence Posts
     100 Feet Fencing Wire
     2 Boxes of Fencing Staples




Remember to mention the heavy moving.




                                       75
   Bob’s Gardening Tools and Supplies
                           Order Forms

Date___________                        Order taken by:
Customer                        Delivery date
Product                             Price       QTY      Total $
Tools
Bucket Shovel                    $12.00
Steel Shovel                     $15.00
Square Shovel                    $15.00
Small Shovel                     $4.50
4 prong pitch fork               $13.50
5 prong pitch fork               $15.00
12 prong pitch fork              $24.50
Rubbermaid Wheel barrow          $45.00
Lawn Mower                      $200.00
Metal Wheel Barrow               $55.00
Hedge Trimmer                    $70.00
Chemicals
Herbicide                           $5.50
Pesticides                          $8.50
Fertilizer                          $8.00
Slug and Worm Be Gone               $5.00
Supplies
Bags of Soil (50 lbs)              $8.00
Fence Posts                        $4.99
Fencing Wire (100 foot roll)     $5.99 per
                                    roll
Fencing Staples (10 lb box)         $10
                            Delivery Charge ______________
                               Sub Total
                                Tax         ______________

                                TOTAL




                               76
   Local weekly newspaper ad for Annie’s Flower Shop listing specials,
             promotions and other sales related information




                      Annie’s Flower Shop
                            1313 13th Street
                             Anytown, USA



Tomato Plants
                                                        Geranium
                                                         Special !!
                                                           4‖ pots $1.85

                                                           6‖ pots $3.00



                                                           Beauty Bark
                                                          Was $5.00 a bag
                                                    This week only $4.00 a bag

        On every order over $100
           ** Inside city limits. $10 outside of city limits

         All specials subject to availability
  All sales prices good for this current week only!


                                   77
                     Telephone Practicum

                                                         Student Copy
                    Annie’s Flower Shop
Scenario:

You (contestant) are to assume the role of a sales clerk for Annie‘s Flower
Shop. Part of your job is answering the telephone and taking orders for delivery
to customers within your town.

You may also help the customer and make recommendations.

You are to use the newspaper flier and daily update to recommend specials and
featured products.


                              Daily Update


        Out of stock items
      Beauty Bark until next week
      Begonia Baskets (replace with Strawberry Begonia Baskets at the
                          same price as the Begonia Baskets)



        Managers Special
      40% discount NOW $4.80 on all Poplar Hi-Bred Trees (make great
      windbreaks) if ordered now for delivery by the 1st week of next month.




                                       78
                       Telephone Practicum


                                              Judge’s Instructions

                      Annie’s Flower Shop
You are to assume the role of a homeowner looking to purchase spring flowers
for your yard. You are to call Annie‘s Flower Shop to place a spring time order to
beautify your home. You wish to have this order delivered before the upcoming
weekend.

The sales clerk answering the telephone will take your order. He or she has the same
order form you have, plus a daily sheet with specials and out of stock information.

In the discussion of placing the order, you should casually mention that you plan on
planting a windbreak along your back fence sometime later this spring.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of taking your
order, and demonstrate creativity in substituting products and suggesting new products.
A score sheet is provided.

You are a long-term customer in good credit standing with Annie‘s Flowers but have
recently moved. Your new address is 145 Mocking Bird Lane, which is exactly 1 block
south of City Hall.

You are to place the following order:

       10      Tomato Plants
       10      Geraniums (wait for them to ask for the size)
                      6‖ pots
       3       Fuchsia baskets
       2       Lincoln Douglas Fir Trees (small ready for planting)



                    Remember to mention your plans to build a tree wind
                    break later in spring

                      Annie’s Flower Shop
                                        Order form

Date ________________                        Order taken by: __________________




                                           79
Customer     ___________________             Delivery date ____________________




           Product                    Price         Number             Total $
PLANTS
Geraniums (4‖ pots)                     $2.00     _________          ___________
Geraniums (6 ― pots)                    $3.50     _________          ___________
Fuchsia Baskets                        $10.00     _________          ___________
Marigolds (Pack of 4)                   $.50      _________          ___________
Tomato Plants                           $ .30     _________          ___________
Begonia Baskets                         $3.50     _________          ___________
Strawberry Begonia Baskets              $3.75     _________          ___________

ORNAMENTALS
Peony (1 gallon container)           $12.00       _________          ___________
Peony (2 gallon container)           $17.00       _________          ___________

NURSERY STOCK
Douglas Fir (1 gallon container)     $3.00        _________          ___________
Scotch Pine (1 gallon container)     $3.00        _________          ___________
Hi-Bred Poplar (1 gallon size)       $8.00        _________          ___________

                                             TOTAL AMOUNT             _________

                      $10.00 delivery charge if out of city limits    _________

                                                   ORDER TOTAL _________




                                          80
                       Telephone Skills 2001

                                                             Student Copy

                          Far Better Feeds
Scenario

You are the customer service representative for Far Better Feeds, a feed store in
Ruraltown, USA. Part of your job is answering the telephone and taking orders for
delivery to customers in your region. Your customer calling today has a good credit
rating with your company.

You also help customers with questions and make recommendations for their animals.
You are given a daily update of the changes in inventory and products on special.

Today's update is as follows:

Horse Feeds:

Out of Senior Horse, will have new shipment in 10 days. Replace with Mare Magic for
same price.
Special on "Up and At' Em" minerals, was $20, now $18 for 25 lbs.


Swine Feeds:

Introducing "Pork Pride", a grower/finisher for maximum gains. 16% protein and high
energy. $11 per 50 lbs. Buy 10 bags and get a free microwave bacon try.


Livestock Feeds:

Pasture Partner Mineral Blocks: Taking orders for minimum 10 block deliveries in May
and June. Orders placed before April 1st receive a 10% discount. Deliveries can be
made in May and June and billed at end of that month of delivery.

Lamb Creep 12%: Discontinues. Substitute Ewe 2, a combination lamb creep and
lactating ewe supplement. Both priced at $5 per 50 lbs.


Deliveries in South County are on Thursdays. There is a $10 delivery charge for orders
under $200.




                                          81
                            Telephone Skills

                                                  Judges Instructions

                          Far Better Feeds
You are Bob (or Betty) Smith, owner of a diversified livestock and hog ranch, located in
the southern end of Big Valley County, Oregon. You are to call Far Better Feeds, your
supplier of bagged feeds for your operation. You wish to place an order for delivery next
week.

The customer service representative will take your order. He or she has the same order
form you have, plus a daily sheet with specials and out of stock information.

In the discussion of placing the order, you should casually mention that you will be
turning the cattle out to pasture in May.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of taking your
order, and demonstrate creativity in substituting products and suggesting new products.

You are a long-term customer in good credit standing at Far Better Feeds.

You are to place the following order:

       5 Trail Rider
       10 Senior Horse
       5 Pork Pride
       10 More Boar
       10 Lamb Creep
       5 Brood Cow Maintenance

DON'T FORGET TO MENTION YOU WILL TURN OUT TO PASTURE IN MAY, BUT
WAIT FOR THE CONTESTANT TO SUGGEST A PRODUCT FOR PASTURE
CATTLE!!!

Go ahead and accept the suggestions made by the contestant, and evaluate their
appropriateness afterward.




                                            82
                             Far Better Feeds
                                  Order Form

Date ________________________________              Order Taken By ________________________
Customer ____________________________              Delivery Date __________________________


         Product                  50 lb./ Price          Number           Total $

Horse Feeds
Foal Fury                            7.00                 _____           _____
Trail Rider                          4.00                 _____           _____
Up and At 'Em                        20.00                _____           _____
Mare Magic                           8.00                 _____           _____
Senior Horse                         7.00                 _____           _____
Lard Butt                            3.50                 _____           _____

Swine Feeds
Pork Pride                           12.00                _____           _____
Grow and Go                          10.00                _____           _____
Sow Power                            8.00                 _____           _____
More Boar                            9.50                 _____           _____

Livestock Feeds
Lamb Creep                           5.00                 _____           _____
Ewe-2                                5.00                 _____           _____
Lamb Finisher                        6.00                 _____           _____
Shepherd's Pride Finisher            7.00                 _____           _____
Pasture Partner Beef Block           10.00                _____           _____
Brood Cow Maintenance                6.00                 _____           _____


                                                  Total Amount    __________

                             $10 delivery charge if under $200    __________

                                           Order Total            __________




                                         83
                   Telephone Order Taking Practicum
                                                         Student Information
                           Tri-Cities Ranch Supply
You are the sales representative for the Tri-Cities Ranch Supply located in
Pasco, WA. Your sole responsibility is to answer the telephone and take orders
from ranchers in the local area who purchase at your store. Each month you are
supplied with an updated price list and order form that is used for telephone
orders. Also, daily you are supplied with an updated bulletin that lists discounted
or out of stock items as well as other needed information.

For this event you should familiarize yourself with the price list and the updated
bulletin. Your judge will act as the customer and will call you to place an order.
You will be evaluated on your skills in accurately taking the order, creativity,
personality, suggestive selling, as well and gaining appointments for your
technical consultants that suggest new products to ranchers in your area.

The customer that calls you will have an established account with Tri-Cities
Ranch Supply, is in good credit standing, and may charge the order to their
account. Tri-Cities Ranch Supply offers free delivery for all charged orders.




                                        84
                             Tri-Cities Ranch Supply
                              123 Humboldt Street
                                 Pasco, WA 99340

Price list and order form for the month of March 2002

Customer Name __________________________
Customer Address ________________________
Delivery Date ____________________________


Grain                 Size         Price        Quantity   Total Price
Oats                  50#          5.00         _______    _________
Cracked corn          50#          6.00         _______    _________
Rolled grain mix      50#          7.50         _______    _________
Wheat                 50#          5.50         _______    _________
Cracked grain mix     50#          6.00         _______    _________


Hay                   Size         Price        Quantity   Total Price
1st Cutting Alfalfa   1 bale       5.00         _______    _________
2nd Cutting Alfalfa   1 bale       6.00         _______    _________
3rd Cutting Alfalfa   1 bale       7.00         _______    _________
Timothy hay           1 bale       5.50         _______    _________
Straw                 1 bale       4.00         _______    _________

Supplements           Size         Price        Quantity   Total Price
Loomix                1 ton        125.00       _______    _________
Bloat block           20# block    6.00         _______    _________
20% Protein Blocks    20# block    7.50         _______    _________
WINTER PLUS           1 ton        145.00       _______    _________

SPECIAL DELIVERY Instructions:




                                           85
                          Tri-Cities Ranch Supply
                           123 Humboldt Street
                              Pasco, WA 99340
Student Copy
Daily Bulletin:

Loomix supplement is out of stock this week. It is expected to be in stock on
March 25th. Replace with WINTER PLUS for the same price.

Sale on oats today-buy 10 bags get two bags free.

Discontinued cracked grain mix. Replace with rolled grain mix.

10% sale on meadow hay this entire week.
20% sale on 2nd cutting alfalfa hay this entire month.

      Spring special for straw-on orders received in the month of March
      there will be a 10% discount, with delivery in April. The account
      will not be billed until delivery.




                                        86
                   Telephone Order Taking Practicum
                        Tri-Cities Ranch Supply

                              Judges Copy
You are Chris Shoemaker and you have account with Tri-Cities Ranch Supply.
You are calling to place an order and you want it delivered on March 18th, 2002
to your ranch. Your address is 2020 Butte Road, Pasco, WA 99340. Your
telephone number is 752-5600.

Be sure to mention somewhere in the conversation that you will start
calving in April and you are out of straw. Don’t order any straw unless they
tell you about the special. If they do tell about the Spring Special order 100
bales of straw.

You want to place an order for the following:

3 ton of LOOMIX supplement
20 bales of 2nd cutting alfalfa
10 bags of cracked grain mix
30 bales of Timothy hay
20 bags of cracked corn
50 blocks of bloat block


You also would be interested in the technical consultant coming to the ranch to
review your winter nutritional program. You will be available any weekday or
Saturday in the month of March or April.

Take the student's recommendations for any replacements or suggestions
for products.




                                        87
   Local weekly newspaper ad for Acme Fertilizer and Chemical Company
      listing specials, promotions and other sales related information




              Acme Fertilizer and Chemical Company
                          1313 13th Street
                           Anytown, USA

                                                            Special
50 lb bags of 16-16-16                                16 oz Spray Bottles

                                                          of Round Up




                                                              $8.95



                                                           Curtail
                                                        Was $50.00 a gallon
                                                    This week only $45.00 a
                                                            gallon
         On every order over $100

          All specials subject to availability
   All sales prices good for this current week only!




                                   88
Telephone
                                                      Contestant Copy

            Acme Fertilizer and Chemical Company
Scenario:

You (contestant) are to assume the role of a sales clerk for Acme Fertilizer and
Chemical Company . Part of your job is answering the telephone and taking
orders for delivery to customers within your town.

You may also help the customer and make recommendations.

You are to use the newspaper flier and daily update to recommend specials and
featured products.


                               Daily Update


        Out of stock items
      Rubber gloves
      Malathion   (replace with New & Improved Malathion at the
                         same price as regular Malathion)



        Managers Special
       NOW $4.80 a 32 oz box of Slug Bait

Acme Fertilizer and Chemical Company have just added crop consulting as part
of their new full service image. Jim Smith is the new field man is willing to make
calls updating customers on all of the newly developed products and new
regulations.




                                        89
                                   Telephone

                                              Judge’s Instructions
        Acme Fertilizer and Chemical Company
You are to assume the role of a crop farmer looking to purchase spring chemicals for
your yard and farm. You are to call Acme Fertilizer and Chemical Company to place
a spring time order for your yard and farm. You wish to have this order delivered before
the upcoming weekend.

The sales clerk answering the telephone will take your order. He or she has the same
order form you have, plus a daily sheet with specials and out of stock information.

In the discussion of placing the order, you should casually mention that you are
concerned about the new regulations and how they might affect you.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of taking your
order, and demonstrate creativity in substituting products and suggesting new products.
A score sheet is provided.

You are a long-term customer in good credit standing with Acme Fertilizer and
Chemical Company but have recently moved. Your new address is 1234 Mocking
Bird Lane. Driving directions are: go south 5 miles on County Landfill road, then turn
right onto Mocking Bird Lane. Your place is the 3rd driveway on the left side of the road.
You are to place the following order:

       10      50 lb bags of 16-16-16
       2       16 oz spray bottles of Round Up
       3       Pairs of rubber gloves
       2       Gallons of Malathion
       1       16 oz box of Slug Bait Important Note: The student should recommend
               the 32 oz Slug Bait Special


         During the conversation, mention you are very concerned about all of
         the new chemical regulations being imposed by the State.




                                            90
                Acme Fertilizer and Chemical Company
                                    Order form

  Date ________________                    Order taken by: __________________

  Customer         ___________________     Delivery date ____________________



              Product                Price         Number             Total $
Herbicides
Round Up                                         _________          ___________
   16 oz bottles                     $11.95      _________          ___________
   32 oz bottles                     $21.95      _________          ___________
Curtail (gallon)                     $50.00      _________          ___________
Malathion (gallon)                   $49.95
New & Improved Malathion (gallon)    $59.95
Pesticides                                       _________          ___________
Slug Bait                                        _________          ___________
   16 oz box                             $5.00   _________          ___________
   32 oz box                             $8.00
General Supplies
Rubber gloves                        $8.95       _________          ___________
Leather gloves                       $14.95      _________          ___________
Rubber boots                         $12.95
Fertilizers
16-16-16 (50 lb bag)                 $6.95       _________          ___________
Urea (50 lb bag)                     $7.00       _________          ___________
                                                 _________          ___________

                                           TOTAL AMOUNT              _________
                                               TAX                   _________

                                           $10.00 delivery charge    _________

                                                 ORDER TOTAL _________




                                          91
   Local weekly newspaper ad for Acme Fertilizer and Chemical Company
      listing specials, promotions and other sales related information




              Acme Fertilizer and Chemical Company
                          1313 13th Street
                           Anytown, USA

                                                            Special
50 lb bags of 48-0-0                                  2-4-D Spray Bottles



                                                              $7.95


                                                  Round-Up
                                                 was $50.00 a gallon
                                                 This week only!
                                               $45.00 a gallon




        ALL SALES PRICES GOOD FOR THIS WEEK ONLY!



                                   92
                           Telephone
                                                      Contestant Copy
            Acme Fertilizer and Chemical Company
Scenario:

You (contestant) are to assume the role of a sales clerk for Acme Fertilizer and
Chemical Company . Part of your job is answering the telephone and taking
orders for delivery to customers within your town.

You may also help the customer and make recommendations.

You are to use the newspaper flier and daily update to recommend specials and
featured products.



                               Daily Update
                            Out of stock items
      Rubber gloves
      Diazonon             (replace with New & Improved Diazonon at the
                           same price as regular Diazonon)

Customer Appreciation Special on Premium Leather Gloves
       NOW 75% Off                Let R Buck leather gloves

Acme Fertilizer and Chemical Company have just added crop consulting as part
of their new full service image. Jim Smith is the new field man is willing to make
calls updating customers on all of the newly developed products and new
regulations.




                                        93
Telephone

                                             Judge’s Instructions
        Acme Fertilizer and Chemical Company
You are to assume the role of a crop farmer looking to purchase spring chemicals for
your yard and farm. You are to call Acme Fertilizer and Chemical Company to place
a spring time order for your yard and farm. You wish to have this order delivered before
the upcoming weekend.

The sales clerk answering the telephone will take your order. He or she has the same
order form you have, plus a daily sheet with specials and out of stock information.

In the discussion of placing the order, you should casually mention that you are
concerned about the new regulations and how they might affect you.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of taking your
order, and demonstrate creativity in substituting products and suggesting new products.
A score sheet is provided.

You are a long-term customer in good credit standing with Acme Fertilizer and
Chemical Company but have recently moved. Your new address is 1234 Mocking
Bird Lane. Driving directions are: go south 5 miles on County Line road, then turn right
onto Freedom Lane. Your place is the 3rd driveway on the left side of the road. You are
to place the following order:

       10       50 lb bags 48-0-0
       2        2-4-D spray bottles
       3        Pairs of rubber gloves
       2        Gallons of Malathion
       2 pair   Leather gloves Important Note: The student should suggest you
                purchase the Let R Buck gloves since they are on special and are
                premium quality


         During the conversation, mention you are very concerned about all of
         the new chemical regulations being imposed by the State.




                                           94
                       Acme Fertilizer and Chemical Company
                                      Order form

  Date ________________                  Order taken by: __________________

  Customer       ___________________     Delivery date ____________________

Product                              Price      Number            Total $
Herbicides
2-4-D                                          _________      ___________
   16 oz bottles                      $11.95   _________      ___________
Round-Up (1/2 gallon)                 $27.95   _________      ___________
Round-Up (gallon)                     $50.00   _________      ___________
2-4-D (gallon)                        $49.95   _________      ___________
Pesticides                                     _________      ___________
Malathion (gallon)                    $49.95   _________      ___________
New & Improved Malathion (gallon)     $59.95   _________      ___________

General Supplies
Rubber gloves                        $8.95     _________      ___________
Leather Gloves                       $9.95     _________      ___________
LET R Buck Leather gloves            $20.00    _________      ___________
Rubber boots                         $12.95    _________      ___________
Fertilizers
16-16-16 (50 lb bag)                 $6.95     _________      ___________
48-0-0 (50 lb bag)                   $10.00    _________      ___________


                                         TOTAL AMOUNT           _________
                                             TAX (8%)           _________

                                         ORDER TOTAL            _________




                                       95
   2002 National FFA Ag Sales Career Development
                       Event


             "Telephone Order Taking "
                                Scenario
You are the customer service representative for Gain Buster Feeds, a feed store
in Countryville, USA. Part of your job is answering the telephone and taking
orders for delivery to customers in your region. Your customer calling today has
a good credit rating with your company.

You also help customers with questions and make recommendations for their
animals. You are given a daily update of the changes in inventory and products
on special.

Today‘s update is as follows:

Horse Feeds:

Out of Giddy -up, will have new shipment in 7 days. Replace with Miracle Mare
for same price.
Special on ―Jump Start‖ minerals, was $25, now $22 for 25 lbs.

Swine Feeds:

Introducing ―Hog Wild‖, a grower/finisher for maximum gains. 16% protein and
high energy. $11 per 50 lbs. Buy 15 bags and get a free smoked ham roast.

Livestock Feeds:

Pasture Partner Mineral Blocks: Taking orders for minimum 10 block deliveries
in May and June. Orders placed before April 10th get a 15% discount. Deliveries
can be made in May and June and billed at end of that month of delivery.

Lamb Creep 12%: Discontinued. Substitute Super Ewe 2, a combination lamb
creep and lactating ewe supplement. Both priced at $5 per 50 lbs.


Deliveries in Newton County are on Wednesdays. There is a $15 delivery
charge for orders under $225.




                                       96
                             Gain Buster Feeds
                                    Order Form

                             Date _________________
Order Taken By ____________________

Customer _____________________                   Delivery Date _______________

                                         50 lb
Product                                  Price        Number      Total $
                               Horse Feeds
Foal Fury                                $7.00        ______      _______
Trail Rider                              $4.00        ______      _______
Jump Start                              $25.00        ______      _______
Miracle Mare                             $8.00        ______      _______
Giddy-up                                 $7.00        ______      _______
Lard Butt                                $3.50        ______      _______

                               Swine Feeds
Hog Wild                                $11.00        ______      _______
Grow and Go                             $10.00        ______      _______
Sow Power                                $8.00        ______      _______
More Boar                                $9.50        ______      _______

                              Livestock Feeds
Lamb Creep                               $7.00        ______      _______
Super Ewe-2                              $7.00        ______      _______
Lamb Finisher                            $8.00        ______      _______
Shepherd‘s Pride Finisher                $9.00        ______      _______
Pasture Partner Beef Block              $15.00        ______      _______
Brood Cow Maintenance                    $8.00        ______      _______

Total Amount                                                      ________

$15 delivery charge if under $225                                 ________

Total of Order                                                    ________




                                       97
                                                            Telephone Skills
                              Customer Instructions

You are Bob (or Betty) Jones, owner of a diversified livestock and hog ranch,
located in the southern end of Brown County, Iowa. You are to call Gain Buster
Feeds, your supplier of bagged feeds for your operation. You wish to place an
order for delivery next week.

The customer service representative will take your order. He or she has the
same order form you have, plus a daily sheet with specials and out of stock
information.

In the discussion of placing the order, you should casually mention that you will
be turning the cattle out to pasture in May.

The contestant is to be evaluated on voice quality, pleasantness, accuracy of
taking your order, and demonstrate creativity in substituting products and
suggesting new products.

You are a long-term customer in good credit standing at Grain Buster Feeds.

You are to place the following order:

5 Foal Fury
10 Giddy-up
10 Hog Wild
5 More Boar
10 Lamb Creep
5 Brood Cow Maintenance

DON‘T FORGET TO MENTION YOU WILL TURN OUT TO PASTURE IN MAY,
BUT WAIT FOR THE CONTESTANT TO SUGGEST A PRODUCT FOR
PASTURE CATTLE!!!

Go ahead and accept the suggestions made by the contestant, and evaluate
their appropriateness afterward.




                                        98
                                                          Contestant Copy
                             Telephone
                Acme Bait and Tackle Shop
Scenario:
You (contestant) are to assume the role of a sales clerk for Acme Bait and Tackle
Shop. Part of your job description is answering the telephone, taking orders for
delivery and offer suggestive selling on specials.

Acme Bait and Tackle Shop is located in the heart of the best fishing area in the
nation. Presently, the fishing is unbelievably good and the phone has been
ringing off the hook with orders. Unfortunately, with the unusually high sales
volume, Acme Bait and Tackle Shop has run out of several items. Fortunately
your supplier will be making a delivery tomorrow morning.




                                  Manager’s Update




OUT OF STOCK ITEMS
     Live Worms – replace with artificial worms at live worm price
     Berklee Powerbait (Salmon) replace with Berklee Powerbait (Orange)
     Red Dot Special lures are out of stock for the next three weeks-replace
     with Green Monster at the Red Dot price

MANAGER’S SPECIAL
    50% Off all fishing poles




                                        99
                                                       Judges Copy
                         Telephone
              Acme Bait and Tackle Shop
Assume the role of a local sportsman calling Acme Bait and Tackle
Shop. It is morning and you wish to go fishing at your favorite fishing
hole this afternoon. Since you live 25 miles out of town, you wish to
have your spouse pick up the order while in town today at noon.
Your spouses name is Sam. DO NOT VOLUNTEER THE NAME,
THE STUDENT SHOULD ASK FOR IT!!

The sales clerk (answering the telephone) has the same order form
as you do and will take your order. Be willing to make the
substitutions recommended by the store clerk. The store clerk
sometime during the ordering process should inform you of the 50%
OFF Fishing Pole Sale.

You wish to charge this order to your VISA account. Your VISA
number is 1234 5678 9876 5432. Wait for the student to ask for
your number - - DO NOT VOLUNTEER IT UNLESS ASKED.

Your order:

     3 dozen live worms
     3 Jars of Salmon colored Berklee Powerbait
     2 Jars of Pautskee Red fish eggs
     1 Spinning reel
     1 Casting reel




                                  100
                      Acme Bait and Tackle Shop
                                    1313 13th St
                              Walla Walla, WA 99362
                                   509-555-1234

Customer‘s Name: __________________________________
Address: __________________________________________
Phone number: _____________________________________
                                     Order Form
                Description                   Price        QTY    Total
Bait
   Worms per dozen (artificial)               $2.99
   Worms per dozen (live)                     $1.59
Eggs
   Pautskee (Red) per jar                     $2.59
   Pautskee (Orange) per jar                  $2.79
   Pautskee (Salmon) per jar                  $2.99
   Berklee Powerbait (Orange)                 $2.99
   Berklee Powerbait (Salmon)                 $3.19
Lures
   Red Dot Special                            $1.99
   Green Monster                              $2.29
Fishing Reels
   Spinning                                   $39.95
   Casting                                    $42.95
Fishing Poles
   2 piece                                    $19.95
   3 piece                                    $24.95
       Satisfaction Guaranteed or                     Sub Total
       a FULL refund is offered to                         Tax
              the customer
                                                       Shipping
                                                          Total
Payment Type : VISA, Master Card, Cash, Acme Bait Charge Acct.
Number: ______________________________________________
Comments: ______________________________________________________




                                        101
                                                         Contestant Copy
                             Telephone
               Acme Winter Sports House:
You (contestant) are to assume the role of a sales clerk for Acme Winter Sports
House. Part of your job description is answering the telephone, taking orders for
delivery and offer suggestive selling on specials.

Acme Winter Sport House is located at the base of a mountain range. Presently,
the winter sport season has been unbelievably good and the phone has been
ringing off the hook with orders. Unfortunately, with the unusually high sales
volume, Acme Winter Sports house has run out of several items and it appears
the manufacturer is completely out of stock as well.




                    Manager’s Bulletin




OUT OF STOCK ITEMS
     Lighter fuel style hand warmers--- replace with battery powered style
     Mittens—replace with insulated gloves at the mitten price


MANAGER’S SPECIAL---Today Only
    $1,000 Off all snowmobiles




                                       102
                                                       Judges Copy
                          Telephone
              Acme Winter Sports House
Assume the role of a local sportsman calling Acme Winter Sports
House. It is morning and you wish to go have winter fun in the
mountains. Somewhere in the conversation, mention that your
snowmobile has caught fire and is a total loss.

The sales clerk (answering the telephone) has the same order form
as you do and will take your order. Be willing to make the
substitutions recommended by the store clerk. The store clerk
sometime during the ordering process should inform you of the
$1,000 off on all snowmobiles. If the student offers you the $1,000
off, inform them it is a great deal, but you want to take a few days to
look at what other stores have to offer. If they mention the $1,000
off is only good for today buy the Yamaha snowmobile.

You wish to charge this order to your Master Card account. Your
Master Card number is 5432 1234 5678 9876 . Wait for the
student to ask for your number - - DO NOT VOLUNTEER IT
UNLESS ASKED.

ASK FOR THE TOTAL !!

YOU WILL PICK UP THE ORDER LATER IN THE DAY

Your order:

      2 lighter fuel style hand warmers
      2 pairs of mittens
      3 pairs of wool socks
      1 quart of 2 cycle oil.




                                  103
                      Acme Winter Sports House
                                  1313 13th St
                            Walla Walla, WA 99362
                                 509-555-1234

Customer‘s Name: __________________________________
Address: __________________________________________
Phone number: _____________________________________
                                 Order Form
             Description                  Price     QTY          Total
Gloves & Mittens
   Mitten (insulated)                     $12.99
   Glove (Leather)                        $11.59
   Glove (insulated)                      $13.95
Boots
   Snow-Pack                              $42.59
   Hiking                                 $42.79
   Hiking (insulated)                     $52.99
Socks
   Wool (individual)                      $ 6.99
   Cotton                                 $ 4.99
Hand Warmers
   Battery powered                        $11.99
   Lighter fuel style                     $12.29
Fuels and Oils
   2 Cycle oil (quart)                    $1.95
   Gas line anti-freeze (pint)            $1.25
Snowmobiles
   Yamaha                                 $4,500
   Kawasaki                               $4,750
                                             Sub Total
                  Satisfaction                Tax 8 %
                 Guaranteed or
                  FULL refund
                                              Shipping
                                                 Total
Payment Type : VISA, Master Card, Cash, Acme Bait Charge Acct.
Number: ______________________________________________
Comments: ____________________________________________


                                    104
 Prospecting
     For
New Customers




     105
    Prospecting for New Customers
 Time Guidelines
  10 minutes to study product description & scenario
  10 minutes to interact with judge(s)
  7 minute warning

 Contest Materials
  Contestant will be given a product description, product background
  information and the goal of the sales call

 Goals
  Each student will be asked to complete one of two goals. Goal # 1 is to take
  the sales process to the next step (not necessarily to make a sale). This by
  might be to arrange for an appointment where an expert is to provide
  technical advice, set up for a follow up visit or to invite the customer to attend
  an informational meeting. Goal # 2 from the product information provided
  and information gathered by asking questions sell the product to the judge.
  Remember the contestant will be asked to do either one of the goals.

 Scenario
  Contestant will approach judge(s) face to face to make a cold sales call.
  By interaction determine if the customer is a prospect. Depending on the goal
  listed, the contestant will attempt to gain an appointment for a future sales
  call, invite to an informational meeting, or in some way take the sales call to
  the next step as clarified in the practicum directions or deemed appropriate
  for the situation or to sell the product.

 Greeting/opening statement
  Clearly identify self and company
  Build interest in product/service

 Qualify the prospect
  Question for customer needs
  Demonstrate good listening skills

 Provide features and benefits
  Describe features and benefits appropriate to the prospects needs

 Close the interview or sale
  Ask for the order
  Ask for an appointment
  Review the order or commitment




                                        106
                Prospecting (Presentation/Luncheon Option)
                           Animal Industry
                                                                     Healthy Horse

Acme Ranch Supply in Walla Walla, WA has hired you to be their outside
salesman. Your job is to qualify customers that may benefit from products that
your company carries. You are traveling through the Walla Walla Valley making
cold calls to horse ranchers that may benefit from a new product that is given to
growing horses. You have a newly developed growth supplement called Healthy
Horse. Healthy Horse grain mix is fed to young horses. Healthy Horse is
specially formulated to build strong bones and muscles. Horses that have been
fed Healthy Horse have 50 % fewer bone splints and disabling bone spurs.
Healthy Horse growth supplement fed daily promotes healthy feet. Research
studies show that Healthy Horse horses have 60% fewer hoof problems.
Additionally, horses that have been fed Healthy Horse do noticeably better in
racing events (horse tracks, barrel racing, and other rodeo events). This
successful product has been in research for 5 years, however this is the first year
Healthy Horse has been available to horse owners.

You are to meet with Koby Proctor, the manager of the Walla Walla Valley‘s
largest horse ranch. You drive up to the horse ranch and see a person in front of
the foaling barns. You have never met anyone associated with this horse ranch
and they do not know who you are as well.


You are to prospect the potential customer to see if they may benefit from
Healthy Horse. A successful visit will include having her commit to attending a
luncheon/presentation at the local Elks Club the last week of this month. At this
luncheon hosted by Acme Ranch Supply, the scientist who invented Healthy
Horse grain will make a presentation explaining how Healthy Horse is a
beneficial to the horse industry.

In addition to Healthy Horse, you have a new internal and external parasite
wormer product that lasts for a full year (all others only last for 3 months). This
new wormer will be offered at 50% off for those who attend the luncheon.




                                        107
                         Prospecting (Selling Option)
                             Animal Industry
                                                                 Healthy Horse
Acme Ranch Supply in Walla Walla, WA has hired you to be their outside
salesman. Your job is to qualify customers that may benefit from products that
your company carries. You are traveling through the Walla Walla Valley making
cold calls to horse ranchers that may benefit from a new product that is given to
growing horses. You have a newly developed growth supplement called Healthy
Horse. Healthy Horse grain mix is fed to young horses. Healthy Horse is
specially formulated to build strong bones and muscles. Horses that have been
fed Healthy Horse have 50 % fewer bone splints and disabling bone spurs.
Healthy Horse growth supplement fed daily promotes healthy feet. Research
studies show that Healthy Horse horses have 60% fewer hoof problems.
Additionally, horses that have been fed Healthy Horse do noticeably better in
racing events (horse tracks, barrel racing, and other rodeo events). This
successful product has been in research for 5 years; however this is the first year
Healthy Horse has been available to horse owners. The cost of Healthy Horse
is $8.99 for a 50 pound bag

You are to meet with Koby Proctor, the manager of the Walla Walla Valley‘s
largest horse ranch. You drive up to the horse ranch and see a person in front of
the foaling barns. You have never met anyone associated with this horse ranch
and they do not know who you are as well.


You are to prospect the potential customer to see if they may benefit from
Healthy Horse. A successful visit will include having her commit to purchasing
Healthy Horse for her horse ranch.

In addition to Healthy Horse, you have a new internal and external parasite
wormer product that lasts for a full year (all others only last for 3 months). This
new wormer will be offered at 50% off for those who purchase Healthy Horse.



                        Remember: suggestive selling is good for both the
                        salesman and the customer!




                                        108
               Prospecting New Customers

                                                   Contestant Copy

                  Landscape Contractor
             Representing Acme Wholesalers Inc.
You are making a cold call to your cities largest Landscaping Business
(Landscaping by Design). Neither you nor your company has done business
with this contractor before: or do you know each other. You have driven into the
company headquarters and approach the receptionist‘s desk. The owner and
manager of Landscaping by Design is Nikki Smith.

You are to represent Acme Wholesalers Inc., a supplier of trees, shrubs,
ornamental plants, bedding plants, sod, construction materials etc. Your
products are of the highest quality and you provide the best warranty of any
supplier in the area. Two weeks from now, your company Acme Wholesalers,
Inc. will be sponsoring a luncheon and mini trade-show displaying the newest
products and techniques in the landscaping business. These new techniques
are saving landscapers approximately 10% on both labor and materials. On this
cold sales call, you are attempting to get a commitment from Nikki Smith to
attend the free luncheon and spend time at the Trade Show looking at your wide
selection of plants and the newest ideas in landscaping. The trade show will
have factory representatives and Nationally renowned experts demonstrating
the latest landscaping techniques. Your goal for this sales call is to get a
commitment from Nikki Smith to attend this luncheon/mini-trade show.

In your vehicle you also have a close out special of Azaleas. You are offering a
new customer special at half price. This year Azaleas are extremely hard to
find due to a freeze in the prime azalea growing area of the country.




                                      109
              Prospecting for New Customers
                                                          Judges Notes

                       Acme Wholesalers
1. Judge/Customer shows indifference and is presently satisfied with current
   supplier and fertilizer products.

2. Contestant must develop a need or desire.

3. You must find the right person on the place of business that makes financial
   and operational decisions.

4. You must develop an interest to come to the store or set-up a meeting with
   the specialist.

5. Judges Role

      Contestant must dig out information
      Contestant arrives without on appointment
      Buyer is currently satisfied with what they are doing
      Jude/customer shows indifference.
      Contestant must develop a need or desire
      Note additional sales opportunity with the Azaleas




                                        110
            Prospecting for New Customers

                                                           Student Copy

                    Nursery “Fast Grow”

You are making a cold call to a large nursery operation. Neither you nor your
company has done business with this nursery farm; nor do you know each other.
You have driven into the driveway and have observed an adult in front of the
nursery operation. You know the nursery operation is owned and operated by
Samuel Jones. You will make your initial greeting to this person and inquire to
speak to Mr./Mrs. Jones.

You represent Far Better Products, a supplier of horticulture products.

Your product line, ―Fast Grow” will improve (reduce) growing time by 5%. It can
be purchased in liquid or granules. It can be added to any fertilizer product as a
supplement or the customer can purchase a complete fertilizer sold by Far Better
Products that has the supplement included. In most cases Fast Grow adds
about 2% to the total fertilizer cost.

Before a sale can be made, a thorough analysis of the current program should be
conducted. Successful first sales call is to get enough commitment from the
nursery owner to come to a luncheon and listen to a fertilizer specialist give a talk
about Fast Grow. The producer should bring current program information for
the fertilizer specialist to evaluate.

You also have another computer software program called Easy Track that will
make bookkeeping easy. It can be sold without any substantial training to the
customer. It costs $490 and this does come with limited set up and training.




                                        111
            Prospecting for New Customers

                                                        Judges Notes
                              Fast Grow
1. Judge/Customer shows indifference and is presently satisfied with current
   supplier and fertilizer products.

2. Contestant must develop a need or desire.

3. You must find the right person on the place of business that makes financial
   and operational decisions.

4. You must develop an interest to come to the store or set-up a meeting with
   the specialist.

5. Judges Role

      Contestant must dig out information
      Contestant arrives without on appointment
      Buyer is currently satisfied with what they are doing
      Jude/customer shows indifference.
      Contestant must develop a need or desire
      Note additional sales opportunity such as a computer program and the
       possibility of getting the whole fertilizer program




                                      112
             Sample Ag. Sales Prospecting

                                             Student/Judge Copy
                        Far Better Feeds

Theme for year: Animal Industry

You are making a cold call to a hog producer. Neither you nor your company has
done business with this farm nor do you know each other. You have driven into
the driveway and have observed an adult in front of one of the barns. You know
the farm is owned by Chris Jones. You will make your initial greeting to this
person and inquire to speak with Mr./Ms Jones.

You represent Far Better Feeds, a supplier of hog supplements.

Your product line, Big Pig, will improve feed conversion by 5%. It can be added
as a supplement to the grains on farm, or can be added to a complete mix at the
feed mill, depending on the needs of the producer. In most cases, Big Pig adds
about 4% to the cost of finishing a hog.

Before a sale can be made, a thorough analysis of the current program should be
conducted. A successful first sales call is to get enough commitment from the
producer to come to a luncheon and listen to your nutritionist give a talk about
Big Pig. The producer should bring their current program information for the
nutritionist to evaluate.

You also have another product called Odor Scrubber. It reduces manure odors
by neutralizing ammonia. It can be sold without technical analysis of the current
program. It costs $50 per gallon and one treatment lasts a month in most
operations.

Good luck.




             Prospecting for New Customers

                                       113
                                                     Student/Judge Copy


                  Johnny Appleseed, Inc.

Theme for year: Horticulture

    You are making a cold call to an apple producer. Neither you nor your
company has done business with this producer nor do you know each other.
You have driven into the driveway and have observed an adult in front of the
buildings. You know that the farm is owned and operated by Shawn Smith. You
will make your initial greeting to this person and inquire to speak to Mr. / Mrs.
Smith.

   You represent Johnny Appleseed Inc., a supplier of pesticides, fertilizers, and
other products used by apple growers.

   One of your products, Bug Zap, is new on the market this year and you are
the only company selling it. The product is more expensive than others on the
market but will reduce the total number of applications to 1/3 of normal or even
less. It is applied by spraying on the trees.

   Before a sale can be made, a thorough analysis of the current program should
be conducted. A successful first sales call is to get enough commitment from the
  grower to come to a seminar and listen to your company‘s expert‘s talk about
 Bug Zap, as well as some other well known products in your product line. The
    grower should bring along records of his past practices for evaluation and
                                  comparison.

   Your company also offers custom application of Bug Zap, which will
guarantee the results.

Good Luck!




                        Prospecting (Seminar Option)
                              Crop Industry



                                       114
                                                                 Healthy Plant
Acme Fertilizer and Chemical Supply in Walla Walla, WA has hired you to be
their outside salesman. Your job is to qualify customers that may benefit from
products that your company carries. You are traveling through the Walla Walla
Valley making cold calls to crop farmers that may benefit from a new product that
is given to growing plants. You have a newly developed fertilizer/chemical
supplement called Healthy Plant. Healthy Plant mix is applied as a post
emergence (after the crop is 2 to 3 inches tall) supplement. Healthy Plant is
specially formulated to build strong stems and roots. Plants that have been fed
Healthy Plant grow 15 % faster. Research studies show that crops using
Healthy Plant also are better able to withstand insect attacks and are 25% more
disease resistant. Additionally, plants that have received Healthy Plant have
increased yields of 20 percent. This successful product has been in research for
5 years; however this is the first year Healthy Plant has been available to
farmers. The cost of Healthy Plant is $6.00 for a 100 pound bag which covers 1
acre.

You are to meet with Koby Proctor, the manager of the Walla Walla Valley‘s
largest diversified crop farmer. You drive up to the ranch and see a person in
front of the equipment barns. You have never met anyone associated with this
ranch and they do not know who you are as well.


You are to prospect the potential customer to see if they are willing to attend a
luncheon at the local Elks club where the inventor of Healthy Plant will be
making a presentation. A successful visit will include having her commit to
attending this luncheon/presentation hosted by Acme Fertilizer and Chemical
Supply.

In addition to Healthy Plant, you have a new style of disposable glove that will
protect hands from all types of harmful chemicals and acids. This new disposable
glove normally sells for $10.00 for a box of 20, but be offered at 50% off for those
who purchase Healthy Plant.



                        Remember: suggestive selling is good for both the
                        salesman and the customer!




                         Prospecting (Selling Option)
                              Crop Industry


                                        115
                                                                 Healthy Plant
Acme Fertilizer and Chemical Supply in Walla Walla, WA has hired you to be
their outside salesman. Your job is to qualify customers that may benefit from
products that your company carries. You are traveling through the Walla Walla
Valley making cold calls to crop farmers that may benefit from a new product that
is given to growing plants. You have a newly developed fertilizer/chemical
supplement called Healthy Plant. Healthy Plant mix is applied as a post
emergence (after the crop is 2 to 3 inches tall) supplement. Healthy Plant is
specially formulated to build strong stems and roots. Plants that have been fed
Healthy Plant grow 15 % faster. Research studies show that crops using
Healthy Plant also are better able to withstand insect attacks and are 25% more
disease resistant. Additionally, plants that have received Healthy Plant have
increased yields of 20 percent. This successful product has been in research for
5 years; however this is the first year Healthy Plant has been available to
farmers. The cost of Healthy Plant is $6.00 for a 100 pound bag which covers 1
acre.

You are to meet with Koby Proctor, the manager of the Walla Walla Valley‘s
largest diversified crop farmer. You drive up to the ranch and see a person in
front of the equipment barns. You have never met anyone associated with this
ranch and they do not know who you are as well.


You are to prospect the potential customer to see if they may benefit from
Healthy Plant. A successful visit will include having her commit to purchasing
Healthy Plant for her diversified farm.

In addition to Healthy Plant, you have a new style of disposable glove that will
protect hands from all types of harmful chemicals and acids. This new disposable
glove normally sells for $10.00 for a box of 20, but be offered at 50% off for those
who purchase Healthy Plant.



                        Remember: suggestive selling is good for both the
                        salesman and the customer!




                                  Prospecting
                                 Crop Industry

                                        116
                                                                            2k2 Wheat
Acme Fertilizer and Chemical Supply in South East Washington has hired you to be their
outside salesman. Your job is to qualify customers that may benefit from products that
your company carries. You are traveling through South East Washington making cold
calls to crop farmers that may benefit from a new wheat variety. You have a newly
developed variety of wheat called 2k2 Wheat. 2k2 Wheat was specifically bred to build
strong stems and roots plus be disease resistant. Since 2k2 Wheat stems are stronger
than traditional varieties, 2k2 Wheat resists lodging making harvest on the average 20%
faster. Research studies show that 2k2 Wheat also is 30% more disease resistant.
Additionally, 2k2 Wheat has increased yields of 20 percent. This successful product has
been in research for 5 years; however, this is the first year 2k2 Wheat has been
available to farmers.

You are to meet with Koby Proctor the owner of a large wheat farm. You drive up to the
farm and see a person in front of the equipment barns. You have never met anyone
associated with this farm and they do not know who you are as well. It is common
knowledge that recently wheat in South East Washington has been prone to lodging and
diseases.

You are to prospect the potential customer to see if they are willing to attend a luncheon
at the local Elks club where the inventor of 2k2 Wheat will be making a presentation. A
successful visit will include having her commit to attending this luncheon/presentation
hosted by Acme Fertilizer and Chemical Supply. The luncheon is scheduled for the last
Friday of this month.

In addition to 2k2 Wheat, you have a new style of disposable glove that will protect
hands from all types of harmful chemicals and acids. This new disposable glove
normally sells for $10.00 for a box of 10, but will be offered at 50% off for those who
attend the workshop the last Friday of this month.



                          Remember: suggestive selling is good for both the
                          salesman and the customer!

If you have technical questions about the product, ask
your judges for clarification.




                                     Prospecting
                                    Crop Industry

                                            117
                                                    Dividend Extreme
Acme Crop Supply in Walla Walla, WA has hired you to be their outside
salesperson. Your job is to qualify customers that may benefit from products that
your company carries. You are traveling through the Walla Walla Valley making
cold calls to crop farmers that may benefit from a new product that is a seed
treatment (Seed treatment is when seeds are chemically treated to provide
maximum protection as the seed germinates and begins to grow). You have a
newly developed seed treatment called Dividend Extreme. Dividend Extreme
is specially formulated to help prevent foot rot and other diseases that have been
greatly reducing yields for Eastern Washinton farmers. Research studies show
that crops using Dividend Extreme also are better able to withstand smut
attacks and are 25% more resistant to diseases found in Eastern Washington.
Additionally, plants that have received Dividend Extreme have increased yields
of 20 percent. This successful product has been in research for 5 years; however
this is the first year Dividend Extreme has been available to farmers.

You are to meet with Koby Proctor, the manager of the Walla Walla Valley‘s
largest diversified wheat farmer. You drive up to the ranch and see a person in
front of the equipment barns. You have never met anyone associated with this
ranch and they do not know who you are as well.


You are to prospect the potential customer to see if they are willing to attend a
luncheon at the local Elks club where the inventor of Dividend Extreme will be
making a presentation. A successful visit will include having her commit to
attending this luncheon/presentation hosted by Acme Crop Supply.

In addition to Dividend Extreme, you have a new style of disposable glove that
will protect hands from all types of harmful chemicals and acids. This new
disposable glove normally sells for $10.00 for a box of 20, but be offered at 50%
off for those who attend the luncheon.



                       Remember: suggestive selling is good for both the
                       salesman and the customer!




                                       118
  2002 National FFA Ag Sales Career Development Event
                                                 "Prospecting for New Customers"

You are employed as a sales representative by ‗The Animal Store‘ which focuses
on products and services to customers who raise and/or keep large animals.
The store also includes products/services to the people who have special needs
as operators and supervisors of animals. As a new sales representative your
assignment is to identify potential customers via appropriate prospecting
techniques.

The main product categories provided at ‗The Animal Store‘ are described as
follows:

   7. Animal feed- you have a strategic alliance with a regional feed
      manufacturing company that provides 180 feed rations in bulk, 50 lb.
      bags, and smaller containers for pets. Special rations can be formulated
      for those animal producers who have unique nutrition requirements.

   8. Animal health - an array of products for preventative health care and
      disease control including: medicated feed antibiotics, antibiotic injections,
      antibiotic water solubles, vaccines, wormers, and tick & fly control
      products.

   9. Animal support products- disinfectants, tack, rope, halters, shampoos
      and oils.

   10. Plant nutrients- to produce quality hay and forages for animals, dry
       pelleted fertilizer products are available in bulk and bag quantities.
       Application of fertilizer is available.

   11. Fencing- Fencing and metal products including waters and feed troughs,
       enclosed feeders, gates, barb and net wire, electric fencing equipment,
       and tools.

   12. Clothing- denim pants & shirts, work boots, winter insulated coats, caps &
       hats.

You are to make a face-to-face call to a potential customer at their home and
determine if they qualify as a customer for ‗The Animal Store‘. (The customer‘s
home is located in a sub-division; however, you have heard they have ties to a
farm.)




                                        119
  2002 National FFA Ag Sales Career Development Event
                        Prospecting for New Customers


"Judges Background Information"
You are serving as judge for the "Sales Prospecting" segment of the National
FFA Ag Sales Career Development Event. Student contestants need to ask
questions to determine the following information regarding your needs for
Animal related products.

You are a potential customer with the following characteristics:
      They are visiting you in your home – located in a sub-division.

You own and manage a multi-enterprise animal operation including:
   1. Confined broiler (poultry) 100,000 head per house rotating every 6 weeks
      with each 6 week batch requiring 1,200,000 lbs of feed and 7 batches per
      year = 8.4 million pounds per year. High quality feed and timely deliveries
      are extremely important to the grower. Your contract with the poultry
      processing company allows for feed and animal health products to be
      purchased from other companies.

             2. A 200 head herd of mother cows that rely upon poultry litter to
             meet the nutritional needs of the land and cows;

   3. You are planning to implement a preconditioning feeder program for
      the 160-180 steer and heifer calves that are retained after weaning. The
      program will last for 2 months (60 days).

      The preconditioning feeder program includes…
      b. A daily feed supplement of 10 lbs./head/day X 60 days =
                96,000 to 108,000 pounds during October and November of
             each year.
      c. Construction of pens, watering, feeding, and shelter facilities will begin
         in 6 weeks.




                                       120
                                                            Contestant Copy
                             Prospecting
                Acme Bait and Tackle Shop
Aussie Bait Company of Sidney Australia has hired you to be their sales
representative for the Pacific Northwest.

Your job is to find sporting goods store owners willing to attend a regional
informational luncheon. You want to be very selective as to the stores you select
to carry your product line as Aussie Bait Company will grant an exclusive to
one store per trading area (this means only one store per town or shopping area
will be allowed to carry the products).

You are traveling through the Pacific Northwest making cold calls to sporting
good stores that may benefit from carrying this new product line that is taking the
fishing industry by storm. The Aussie Bait Company has a newly developed
line of fishing lures, artificial worms and bait scent that is guaranteed to catch
fish anytime of the day, regardless of the fishing conditions. The company feels
so strongly about the success of their products they will actually give a written
warranty with each one of their products sold guaranteeing the catch of fish!!

As you walk into the store you ask to speak with the store manager Rob Trout
(the two of you have never met before). You are to ask him to attend a luncheon
presentation hosted by the Aussie Bait Company in the next town (25 miles
away). At this luncheon a presentation explaining the technology behind the
new fishing product line (lures, artificial worms and bait scent) will be completely
explained. Also, at this luncheon a representative of Aussie Bait Company will
be explaining the conditions of the contracts granting the exclusive rights to this
new product line.

Since your (sales persons) income will be based on a percentage of the store‘s
sales it is critical that you only select stores that will have a significant sales
volume. Remember, due to the way the contract will be written you will only be
able to have one store per trading area carry Aussie Bait products.


              If you are uncertain about the product being
              sold, ask the judges or contest coordinator
              for clarification.




                                        121
                                                            Contestant Copy
                             Prospecting
            Acme Winter Sports Equipment Inc.


Acme Winter Sports Equipment Inc. has hired you to be their sales
representative for the Pacific Northwest.

Your job is to find new clients to attend a luncheon at the local Elk‘s club. At this
luncheon the inventor of the material used to make the tents will explain all about
this new material and factory representatives will explain the contractual
agreements with Acme Winter Sports Equipment.

These new winter tents are made out of a new material that is water proof and
100% tear/rip proof. Acme Winter Sports Equipment has also devised a new
zipper that has a 5 year warranty against breakage. Since the tents are made
out of this new cutting edge material they are approximately 10% more
expensive than other similar tents.

You walk into the local sporting goods store ―Thunder Sporting Goods‖ and wish
to speak with the owner Dan Price. Neither of you know each other nor have you
ever met.




                                        122
Team Activity




     123
           Ag Sales Team Activity
 Time Guidelines
 4 parts (segments) of the team activity
     1.     5 minutes to read scenario
     2.     20 minutes discussion period
            (Students are scored during the discussion period in the following)
                  Teamwork
                  Delegating
                  Responsibilities
                  Analyzing the problem(s)
                  Alternative solutions
                  Goals…short & long term
     3.     30 minutes computer presentation preparation (not scored) on MS
            Power Point
     4.     15 minutes for presentation
            5 minutes for questions


 Students will be given a new product or a new store to promote. Suggested
  roles (areas) for students to play are:
 Research and development
 Distribution
 Market Analysis (if there is a market-demand-for product or store)
 Advertising




                                      124
                    Sample Ag Sales Team Activity 2001

Theme for the year: Horticulture Industry

Your team has:
 5 minutes to read this material
 20 minutes to discuss the material and demonstrate your understanding (Part
   A)
 30 minutes to develop a presentation in another area (Part B)
 15 minutes to make your team presentation (Part C)

You are judged on your performance in both Part A and Part C.

The Team Scenario

Your team of four will be the key employees for a new lawn and garden store to be built
in an expanding suburban area of a city of 50,000 people. The major product lines are
nursery plants, shrubs, and trees; fertilizers and herbicides, garden tools and power
tools, and irrigation materials.

The store will be both retail (open to the public) and wholesale (open to serve
landscaping contractors who phone orders for large purchases to be delivered).

This store is a new chain store concept, with high end products and lots of technical help
available. The management strategy is to provide top quality service and display
techniques, catering to the higher end consumer.

There is also a high volume wholesale department that sells the same merchandise as
the retail department. Most of this merchandise is ordered over the phone and your
store delivers it.

A small bedding plant nursery and a large low priced, high volume garden store currently
serve the area. Most of the landscaping contractors have their products delivered from a
supplier in the next city.

The community is average to above average income, with two large manufacturing
companies nearby providing high-ended wages. There are lots of new homes being
built, as well as extensive remodels. There are both do-it-yourselfers and those who
wish to hire all their landscaping services.

The store will be built near a busy roadway with easy access. The store layout can be
created to fit your goals.

It should be noted that your store has no brand awareness in this city and the customers
are currently purchasing their products from your competitors in this city, or traveling 15
miles to the next town. You must quickly develop customer interest and create a good
impression of your business.



                                           125
Objectives for Part A

    Component # 1 Introduction and Initial Development
You have 20 minutes for this segment. You are being judged on
how you conduct your discussion.
   Identify the demographic consumer group(s) for his store.
   Identify the key features and benefits of the store.
   Identify the potential customer objections and obstacles to bring customers to your
    new store. You are to then create strategies to address those objections and
    obstacles
   Identify any decisions you will need to make to successfully implement your strategy.
   Assign responsibilities to accomplish the following:
   Develop a telephone order taking and processing center for the wholesale
    department.
   Develop a retail customer relations department to handle complaints, returns,
    product education, etc.
   Establish a marketing department to include advertising for both retail and wholesale.
   Identifying and conducting several methods of prospecting for new customers, both
    retail and wholesale.

When completed, you may retire to the working area to develop your presentation. This
is Part B and you are not observed for judging purposes for this part.

Objectives for Part B
       Component # 2 Presentation Development
You have 30 minutes to develop your presentation. You are not
judged on this segment.
Three options are available for Presentation Development.
   #1 Use flip charts to develop a presentation
   #2 Use a computer to develop a presentation (Power Point or Word)
   #3 Use a combination of flip charts and computer


Objectives for Part C
             Component # 3                       Presentation
You have 15 minutes to present your strategy.
You should present an overview of your goals and share key elements of your
discussion together. Then, each of your team members should present the strategy for
their area of expertise.

              You may use flip charts or a computer for your presentation.




                                           126
                         Step by Step Process
Sales Team Activity
The purpose of the team activity is to:
  o Incorporate all fundamentals of the CDE
  o Team members work together to demonstrate group dynamics, problem
      solving, data analysis, decision-making and communication skills.

=============================================================
==
                               Introduction and Initial Development
             5 minutes to read and 20 minutes to develop

Step # 1    Define roles---Chairperson, Secretary and flip chart writer

Step # 2    Clearly identify the problem (be sure to place on flip chart)

Step # 3    Brainstorm alternative solutions—Flip chart )leave room for analysis

Step # 4    Analyses of alternative solutions
            o Identify target market for product
            o Discuss information and data (research)
            o Identify consumer group product will be target for
            o Identify features of the product

Step # 5    Identify best marketing solution for this product
            o Develop advertising campaign for target market
            o Discuss production/processing plans
            o Do you have transportation and supply potential

Step # 6    Develop the market or business plan
            o Identify the problem
            o Objectives and goals
            o Market analysis through research
            o Production potential
            o Advertising campaign
            o Sales Team
            o Distribution
            o Customer relations
            o Accounting and cost analysis




                                      127
In the Computer Room
                   30 minutes to develop presentation

Step # 7    Bring secretary‘s notes and flip chart into room
            o Develop presentation in the computer room
            o Rewrite presentation on the flip chart
                   o Introduction and state problem
                   o Objectives/Goals
                   o Market Analysis
                   o Product potential
                   o Processing Plant
                   o Advertising campaign
                   o Sales staff including prospecting for new customers
                   o Distribution
                   o Customer relations
                   o Accounting and cost analysis
                   o Summary


                          Presentation
                                15 minutes


Step # 8    Presentation
            o Remember you will asked to present to company management
               (CEO or board of directors)
            o Be prepared to present both off the flip chart and computer
               version
            o Be crisp and professional
            o Use all team members


Question Period
                                 5 minutes

Step # 9    Question Period
            o All participate
            o Refer back to chart if necessary




                                    128
                                                     State Contest 2001
                                                     Sales Team Activity
                           Judges Worksheet

1. Introduction and initial development:
    Each team will have five minutes to read of the problem
    The team will have 20 minutes to develop the basic information and
       decisions necessary for the presentation to be built upon.
    Judges will key in on:
          o Teamwork evaluation
          o Analysis of information
          o Quality of team solution

2. Presentation development:
   o The team will move to a preparation area with 30 minutes for preparation.
   o This will be unobserved.

3. Presentation:
   o Each tem will have 15 minutes to make their presentation.
   o You should pay attention to the quality of presentation and member
      participation.
   o The teams will be warned at 12 minutes.
   o There will be a five-minute time for questions and should be take from
         o Teamwork evaluation
         o Analysis of information
         o Team sales content
         o Presentation




                                      129
                           2001 State Contest
                                Team Activity

                             Dole Fruit Company
                           133 Wenatchee Avenue
                           Wenatchee, WA 98777
                                509-234-8899
                            dolefruit@uswest.com

Dole Fruit Company has developed a new variety of apples calla Cameo. You
are the division supervisors of Dole Fruit Company representing packing, sales,
distribution, research and development.

Dole Fruit Company would like to market this new apple after next fall‘s crop is
picked. The apple is a tasty mixed red and yellow colored apple that will hold
well in cold storage.

You job is to prepare a business plan for the company CEO at the next corporate
meeting in June to market this new apple. A business plan could include but not
be limited to the following items:

          o   Identify the problem
          o   Objectives/goals
          o   Market analysis through research
          o   Production potential
          o   Processing
          o   Advertising
          o   Sales
          o   Distribution
          o   Customer Relations
          o   Accounting and cost analysis


                                         .




                                       130
                        2002 District 6 Contest
                                Team Activity

                     New Generation Seed Company
                              1313 13th St.
                        Walla Walla, WA 99362
                             509-234-8899
                         newgenseed@bmi.net

New Generation Seed Company has developed a new variety of alfalfa called
New Generation‘s Best. You are the division supervisors of New Generation
Seed Company representing packing, sales, distribution, research and
development.

New Generation Seed Company would like to market this new alfalfa seed
starting immediately. This new variety of alfalfa is disease resistant, drought
tolerant and yields 10% more than any other alfalfa variety currently marketed.

You job is to prepare a business plan for the company CEO at the next corporate
meeting 1 month from now to market this new alfalfa seed. A business plan
could include but not be limited to the following items:

          o   Identify the problem
          o   Objectives/goals
          o   Market analysis through research
          o   Production potential
          o   Processing
          o   Advertising
          o   Sales
          o   Distribution
          o   Customer Relations
          o   Accounting and cost analysis

Good luck!
 You have 5 minutes to read and study the scenario
 20 minutes of group discussion (judged) to develop a strategy
 30 minutes to develop a Power Point presentation
 15 minutes to present




                                       131
                              Team Activity
                   National FFA Agriculture Sales 2002

                                                  Animal Feed Services, Inc.
                              155 Maytown Avenue
                              Yourtown USA 75777
                                  878-5551219
                                anfeedserv4@amf.cof

Animal Feed Services, Inc. (AFS) was a small family owned business started in 1952 in
Yourtown, USA. It has grown from a sales force of 2 to expansion into 12 states and 50
sales representatives. It is the boards hope that your team can work together to provide a
recommendation of techniques the company should use in order to enter a new, more
challenging market area with a new product line.

AFS has developed a new line of Small Animal Feed Products called “Perfect
Feed”. Perfect Feed is made for dogs, cats, rabbits, ducks, and horses. All
feeds are a complete product. The new product line contains the vitamins and
minerals necessary for most animal situations. The product will be sold in
VARIOUS SIZES. It will be made available in a 25 lb bag and a 50 lb bag.
There will be no cost savings for purchasing a larger bag. There is a quantity
discount for the larger retailers when they purchase 100 bags at a time they
receive 10 for free. Perfect Feed can increase the shine of an animal‘s coat by
10% and studies show a decrease in stomach problems.

Cost breakdown for the 50 lb bag will be as follows:
   Dogs: $15.50
   Cats: $14.00
   Rabbits:       $12.50
   Ducks:         $13.50
   Horse: $17.00

There is going to be strong competition in this area. It is estimated the current
market is a $400,000 market. The two largest competitors include: Super Pet
Foods and King Kat and More. Each of these is estimated to see growth of 10%
sales in this market in the next 3 years. Currently Super Pet Foods has 50% of
the existing market and King Kat and More has 30% of the existing market and
the other miscellaneous companies have 20% of the market.

AFS would like to REGIONALLY begin marketing and selling this product next
year. The demographics for the area selected are as follows:
       The target area covers three counties and approximately 10,000
         square miles. (100 miles by 100miles)




                                          132
          There is one large metropolitan city located in the center of this area
           with approximately 1,000,000 people.

          The entire area is populated with approximately 1,500,000 people. It is
           estimated 65% of them have a pet/animal that ―Perfect Feeds” can
           provide a complete feed.

          Upcoming in the area is three county fairs and the State Fair will be
           held in the one large metropolitan city also. In the past, the
           competition has advertised or sponsored events at these fairs.

          The media within this area includes:
                     4 Newspapers
                            2 Rural
                            2 Urban / Sub-Urban
                     3 TV Stations
                     5 Radio Stations
                            2 Country/Western
                            1 Blues
                            2 Rock

          The distribution that the competition uses within this city includes:
              - Pet Inc. A small retail chain of pet supplies and feeds
              - Pet Shop - A large national retail chain of pet supplies and feed
              - Several small individually owned retail pet stores

Your job is to prepare a market (business) plan for AFS CEO at the next
corporate meeting scheduled for December 1st. You should develop the basic
business structure necessary to market and sell the product. A market (business)
plan could include but not be limited to the following items:

      Identify the demographic consumer group the product line will be targeted
       for
      Identify the key features and benefits of the product
      Identify potential customer objections and develop strategies to address
       those objections
      Establish a service center of appropriate staff for the following areas:
           o Sales Force
           o An Order Taking and processing department
           o A customer relations department to handle complaints, returns,
               product education questions, etc.
           o Establish a marketing department to include an advertising program
               for both product line introduction and future promotions.
      Identify and outline methods for prospecting new customers within the
       targeted customer group.



                                        133
Sales Test




    134
                                1999 National Sales Test

1. The process of finding new customers is termed:

       A.   Recruiting.
       B.   Prospecting.
       C.   Telephone contacts.
       D.   Aggressive selling.
       E.   None of above.

2. Cold Calling is:

       A. Calling on prospects with an appointment that fit a certain criteria of type and
          size and business.
       B. When a salesperson stops by to visit with a prospect without an appointment
          or any prior knowledge of the prospect.
       C. Calling a prospective customer who has asked to be contacted.
       D. All of above.
       E. None of above.

3. In taking telephone messages, you(r) message should include:

       A.   Name of person who is being called.
       B.   Date, time of call, and your name or initials.
       C.   Action to be taken, such as call back.
       D.   None of above.
       E.   All of above.

4. Company contact with customers is more often:

       A.   Face to face
       B.   By telephone.
       C.   By fax machine.
       D.   At an open house.
       E.   None of above.

5. Cool calling is:

       A. When a salesperson calls a prospect without any prior knowledge of the
          prospect.
       B. Calling on prospects that fit a certain criteria of type and size of business.
       C. Prospects who have been suggested by current customers, fellow
          salespeople or prospects themselves.
       D. All of above
       E. None of above.




                                            135
6. Your attitude:

       A. Towards customers influences your behavior--you can‘t always camouflage
          how you feel.
       B. Affects everyone who comes in contact with you.
       C. Is not fixed, the attitude you display is up to you.
       D. All of above.
       E. None of above.


7. How to handle an angry caller. You first:

       A.   Tell them nicely to call back when they are not angry.
       B.   Find out what the problem is.
       C.   Refer them to your manager who has all the answers.
       D.   All of above.
       E.   None of above.

8. In placing a telephone call:

       A.   Know the name of the person you want to reach.
       B.   Develop an outline of what you intend to say starting by identifying yourself.
       C.   Be clear in your mind about what you want to accomplish.
       D.   All of above.
       E.   None of above.

9. In projecting a good telephone image you should:

       A.   Speak in a professional, business like tone of voice.
       B.   Be a good listener, concentrate on what you are told.
       C.   Be tactful and polite when it is necessary to refuse a request.
       D.   All of above.
       E.   None of above.

10. When on the telephone explaining a co-workers absence from the office you should:

       A.   Support the person for whom you are taking calls--create a good image.
       B.   Explain: Mrs. White is home ill today.
       C.   Explain: I don't know where she is today.
       D.   All of above.
       E.   None of above.

11. Which of the following is not a market situation in a market analysis?

       A.   Product descriptions.
       B.   Pricing.
       C.   Existing competition.
       D.   Information about supply and demand.
       E.   None of above.



                                            136
12. The market analysis activity for this event:

       A.   Requires each team member to compete individually.
       B.   Is a team activity.
       C.   Is a two member activity.
       D.   All of above.
       E.   None of above.

13. The objective of the market analysis is to:

       A.   Make a sales presentation.
       B.   Create a new product.
       C.   Develop a marketing plan.
       D.   All of above.
       E.   None of above.

14. A market plan should include:

       A.   An introduction.
       B.   Short-term goals.
       C.   Long-term goals.
       D.   All of above.
       E.   None of above.

15. A potential customer profile is best described as:

       A.   Knowing the strengths and weaknesses of your competition.
       B.   Strengths and weaknesses of your product or service.
       C.   Characteristics of potential buyers.
       D.   All of above.
       E.   None of above.

16. Defining the "target market" means:

       A. Stated goals in the business proposition.
       B. Identifying and selecting customers whom are most likely to buy what is
          produced.
       C. Plans for achieving marketing objectives.
       D. None of above.
       E. All of above.

17. An "Action Plan" includes the following four areas:

       A.   Analysis, research, target market, and marketing strategy.
       B.   Income, evaluation, process, and product.
       C.   Product, price, place, and promotion.
       D.   All of above.
       E.   None of above.




                                            137
18. A projected budget is:

       A.   A statement of anticipated expenses and income for the market plan.
       B.   Developing a promotion plan.
       C.   Determining how well the plan did.
       D.   Market research.
       E.   None of above.

19. Research in developing market plans is:

       A.   Preparing the business proposition.
       B.   Planning assumptions.
       C.   Preparing marketing strategies.
       D.   Careful and diligent study to gain knowledge about a market.
       E.   None of above.

20. What factors must be considered when allowing a refund?

       A.   Cost of the refund.
       B.   Customer history.
       C.   Company management policy.
       D.   Type of product.
       E.   None of above.

21. What factors must be present to establish effective customer service policy?

       A.   Policies must be clear to the customer.
       B.   Supported by company management.
       C.   The primary objective should be customer satisfaction.
       D.   All of above.
       E.   None of above.

22. If your resolution to a customer complaint doesn't work then.

       A.   Present an alternative solution.
       B.   Inform the customer there is no other solution.
       C.   Contact your supervisor.
       D.   Both A and C.
       E.   None of above.

23. When you first meet a disgruntled customer you should:

       A.   Refer them to your supervisor.
       B.   Establish eye contact and smile.
       C.   Send them to the customer service desk.
       D.   All of above.
       E.   None of above.




                                           138
24. Which of the following would not be considered one of the five buying questions a
    display should answer?

        A.   What is the product?
        B.   How much does it cost?
        C.   Where can I buy it?
        D.   Is it worth it?
        E.   None of above.

25. An effective display will:

        A.   Tell a story.
        B.   Demonstrate a sales point.
        C.   Get the attention of the customers.
        D.   All of above.
        E.   None of above.

26. A display should not:

        A.   Sell on price.
        B.   Sell on value.
        C.   Attract too much attention.
        D.   Show how a product is used.
        E.   None of above.


27. When building a product display you should:

        A.   Use colors that look good together.
        B.   Use words sparingly.
        C.   Use action words to communicate worthwhile information.
        D.   All of above.
        E.   None of above.

28. Which of the following is not one of the six major display arrangements?

        A.   Wedge arrangements.
        B.   Repetition arrangements.
        C.   Round arrangement.
        D.   Radiation arrangement.
        E.   None of above.

29. A central idea or theme for a display will:

        A.   Have many sub-themes.
        B.   Relate the product to the customer.
        C.   Take up most of your planning time.
        D.   All of above.
        E.   None of above.




                                            139
30. Before setting up a display:

       A.   A drawing or sketch should be made.
       B.   The price of the product should be reduced.
       C.   Customers should be trained to use it.
       D.   Free product should be given to customer.
       E.   None of above.

31. A display plan:

       A.   Limits creativity in design.
       B.   Shows how not to put the display together.
       C.   Helps calculate the cost of the display.
       D.   Prevents the display from being assembled.
       E.   None of above.

32. Which one of the following is not a main step in developing a display plan?

       A.   Determine product or service to be featured.
       B.   Establish a theme.
       C.   Determine who will assemble it.
       D.   Select the display arrangement.
       E.   None of above.

33. A zig zag arrangement of a display:

       A.   Uses stair steps to indicate progress.
       B.   Develop a focal point in the center.
       C.   Sets the product in uneven lines that look informal and fun.
       D.   Uses repetition of a product.
       E.   None of above.

34. The most important factor of your continued success in the sales field will depend
    on?

       A.   The state of the economy.
       B.   The weather in the area.
       C.   The selling skills you develop.
       D.   The product you are selling.
       E.   None of above.

35. Getting immediate and favorable attention should be attained in what part of the
    sales process?

       A.   Pre-approach.
       B.   Demonstration.
       C.   Closure.
       D.   Approach.
       E.   None of above.




                                              140
36. The most appropriate listening skills include:

       A.   Constant eye contact.
       B.   Careful focus on what the customer is telling you.
       C.   Facial expressions while the customer is talking.
       D.   Strategizing your plans for a close.
       E.   None of the above.

37. Enthusiasm's role in the sales process:

       A.   Should be reserved for the close.
       B.   Is essential for the entire sales process.
       C.   Should peak after the sale is made.
       D.   Should be shown primarily by the customer.
       E.   None of above.

38. Asking questions is important:

       A.   To figure out the customers needs and wants.
       B.   If the customer is a first time buyer.
       C.   Only if not perceived by the customer as being too nosey.
       D.   Not necessary unless you already know the customers situation.
       E.   None of above.

39. Arguing with the customer:

       A.   Is appropriate when trying to change his mind.
       B.   Should take place without shouting.
       C.   Convinces the customer you are sold on your product.
       D.   Should be avoided.
       E.   None of above.

40. Involving the customer in demonstrations:

       A.   Disrupts the customers concentration and should be avoided.
       B.   Helps keep the customers attention and appeals to their senses.
       C.   Normally indicates lack of sales ability.
       D.   Is used when the close does not work.
       E.   None of above.

41. The "Close":

       A.   Should be avoided on the first call.
       B.   Ideally takes 12% of the total sales call times.
       C.   May occur at anytime.
       D.   Must happen after handling customer objections.
       E.   None of above.




                                            141
42. Which of the following is the first thing an advertisement should accomplish?

       A.   Show product benefits to the customer.
       B.   Get the customer's attention.
       C.   Create a desire to buy.
       D.   Supply the product information.
       E.   None of above.

43. In a classic advertisement format, the headline is designed to:

       A.   Supply details about the product.
       B.   Explain product benefits.
       C.   Inform the customer about product price.
       D.   Attract the reader's attention
       E.   None of above.

44. The part of a classic advertisement that supplies the customer with facts and
    information about a product is the:

       A.   Headline.
       B.   Subhead.
       C.   Body copy.
       D.   Illustration
       E.   None of above.

45. Using one main item in an advertisement to grab the reader's attention is called:

       A.   Dominant element.
       B.   Headline.
       C.   Subhead.
       D.   Design flow.
       E.   None of above.

46. Prices should always be indicated in an advertisement.

       A. True
       B. False

47. The focal point of an advertisement is located:

       A.   In the lower left part of the ad.
       B.   In the upper right part of the ad.
       C.   In the upper left part of the ad.
       D.   In the area slightly above and to the left of center.
       E.   None of above.




                                             142
48. A P.O.P. sign is also known as a…

       A.   Place of purchase sign.
       B.   Point of purchase sign.
       C.   Price of product sign.
       D.   Point of product sign.
       E.   None of above.

49. Which of the following colors can be used to get the customer's attention?

       A.   Red.
       B.   Blue.
       C.   Green.
       D.   Black.
       E.   None of above.

50. A logo is a name, symbol, or trademark designed to…

       A.   Indicate product price.
       B.   Provide easy recognition of a product.
       C.   Inform a customer about product features.
       D.   All of above.
       E.   None of above.




                                          143
          1999 National Sales Test
            Answer Key

1.    B                              2.    B
3.    E                              4.    B
5.    B                              6.    D
7.    B                              8.    D
9.    D                              10.   A
11.   E                              12.   B
13.   C                              14.   D
15.   C                              16.   B
17.   C                              18.   A
19.   D                              20.   C
21.   D                              22.   A
23.   B                              24.   C
25.   D                              26.   A
27.   D                              28.   C
29.   B                              30.   A
31.   C                              32.   C
33.   C                              34.   C
35.   D                              36.   B
37.   B                              38.   A
39.   D                              40.   B
41.   C                              42.   B
43.   D                              44.   C
45.   A                              46.   B
47.   D                              48.   B
49.   A                              50.   B




                    144
                       2000 National
                     Agricultural Sales
              Career Development Event Exam

1.   A measure used when selling advertising space in a printed media is
     known as a:
       a. Square inch
       b. Fraction of page
       c. Column inch
       d. Line of type

2.   When a salesperson stops by to visit a prospect without an appointment
     or any prior knowledge of the prospect it is –
        a. Cold Call
        b. Cool Call
        c. Local Call
        d. None of the above

3.   If a display has related products used in a theme, it is intended to:
         a. Confuse the customer
         b. Save the space
         c. Encourage the purchase of several products
         d. None of the above

4.   If a display is set-up or found near a check-out area, counters or aisles or
     other open areas where a specific product is found, they are referred to
     as…
         a. Point of purchase display
         b. Window display
         c. Floor sticker display
         d. Only A & B

5.   An attempt to close the sale at the earliest, most convenient point by
     making a closing statement is:
       a. A trial close
       b. A testimonial
       c. A feature/benefit statement
       d. An objection

6.   The following McDonald‘s statement about a Big Mac is a:
       a. Fact
       b. Feature
       c. Benefit
       d. Both a & b



                                     145
7.   ___________ is one of the key factors in capturing the share of the
     market that is available for new business.
       a. Location
       b. Competitions debt structure
       c. Competitors management ability
       d. All of the above

8.   Which of the following is not a function of salespeople in agriculture?
      a. Sell farmer‘s products to consumers
      b. To convince farmers to back political policies
      c. Provide services and information to farmers
      d. Sell supplies and services to farmers

9.   When answering a telephone call, you should first:
      a. Identify Yourself
      b. Transfer the Call
      c. Place the Caller on
      d. Ask Them Why They Are Calling

10. Which of these is not a major type of display?
     a. Window display
     b. Point of purchase display
     c. Shelf display
     d. All are types of displays

11. Desirable voice traits on the telephone include
      a. A nasal monotone
      b. Sounding throaty and raspy
      c. Sounding pleasant with pitch variations
      d. Weak and sometimes squeaky

12. Buying signals are clues to:
      a. Handle the objection
      b. Close the sale
      c. Begin with the opening
      d. All of the above

13. A product feature is something you can:
      a. See and feel
      b. Hear
      c. Smell and/or taste
      d. All of the above




                                     146
14. When ending a telephone call, you should
      a. Be courteous Only if You Made a Sale
      b. Get rid of the caller fast
      c. Always be Courteous and well-mannered
      d. Let the caller hang up
15. A display should answer these buying questions:
      a. What is the product?
      b. Why should someone buy it?
      c. How much does it cost
      d. All of the above

16. The variety of techniques that introduce customers to a product or service
    and motivate them to buy, often at a discounted rate, are called:
      a. Technical consulting
      b. Customer Service
      c. Competition Analysis
      d. Sales promotions

17. Marketing plans are based on the following fundamentals:
      a. Business plan
      b. Multinational companies
      c. Marketing mix
      d. Both a & c

18. A successful advertisement has three specific qualities. Which of the
    following is not one of them?
       a. It should point out competitors flaws
       b. It should be easy to read and be visually pleasing
       c. It should create a desire to buy

19. In handling objections one technique is known as ―three F‘s‖, the three f‘s
    are:
       a. Free, fun, fast
       b. Feel, found, fact
       c. Feel, Felt, found
       d. Forget, forever, fantastic

20. Sales people need to learn how to identify target and contact customers.
    This is termed
      a. Hunting
      b. Orienteering
      c. Prospecting
      d. Trying to




                                    147
21. The paid-for media communications that business owners use to inform
    customers that products and services are available are called:
      a. Marketing
      b. Adverting
      c. Public relations
      d. Self promotion

22. An effective display will:
      a. Tell a brief story about a product
      b. Demonstrate a sales point
      c. Provide detailed information about the specifics of a product
      d. Both a & b

23. Which of the following is not a characteristic of effective advertising copy?
     a. It reaches the right prospect, at the right time
     b. It clearly shows product benefits to the customer
     c. The ad content is believable and consistent with company image
     d. Reaches every man, woman, and child in the advertising area

24. One of the five buying decisions a customer makes before making a
    commitment to purchase include:
      a. Volume
      b. Product or service
      c. Return on investment
      d. All of the above

25. What type of goals should be developed in a marketing plan?
     a. Competitors goals
     b. Short term goals
     c. Long term goals
     d. Both b & c

26. A display should inform the customer of the ________ of the product.
      a. Quantity
      b. Shelf life
      c. Main features and benefits
      d. Competing brands

27. When placing a telephone call you should
     a. Do some planning before placing the call
     b. Know the name of the person you hope to reach
     c. Develop an outline of what you want to say
     d. All of the above




                                    148
28. Potential problems not readily voiced by a customer are:
      a. Hidden objections
      b. Customer buying signals
      c. Benefits of products and services
      d. Hidden agendas

29. The primary aim of a display is to
      a. Be packed full of information
      b. Store large quantities of merchandise
      c. Be interesting and informative
      d. Use up floor space in the store

30. There are many different methods to close a sale. This example is a
    _____ close. ―Mr. Smith would you like to pick up ten bags or have them
    delivered to your business?‖
      a. Advantage/disadvantage
      b. Premium
      c. Objection
      d. Choice

31. Customer service is the responsibility of the
      a. President
      b. Sales Representative
      c. Sales Clerk
      d. All of the above

32. Starting a business that specializes in a product with little sales potential
    is foolish. Which of the following would be used to determine sales
    potential (market) for your product?
       a. Location of major cities
       b. Visit potential competing businesses
       c. Determining population of the area
       d. All of the above

33. A good display
      a. Never uses color to attract attention
      b. Is used solely to show large quantities of merchandise
      c. Uses incorrect grammar and spelling to attract attention
      d. None of the above

34. Which of the following contains all of the five W‘s of advertising?
     a. Who, where, when, why, which
     b. When, way, where, which, who,
     c. Who, what, where, which, why
     d. Way, who, where, which, why



                                     149
35. A display is intended to get the attention of _______________/
      a. The manager
      b. Customers
      c. The janitor
      d. None of the above

36. There are seven steps to a sales presentation. Put the first four in order
    starting with the beginning of the presentation

            1. Feature- benefit presentation         3. Determining needs and
                                                     wants
            2. Preapproach                           4. Approach

       a.   4, 3, 1, 2
       b.   2, 3, 4, 1
       c.   2, 4, 3, 1
       d.   2, 1, 4, 3

37. The most customer contacts are made by
      a. Fax
      b. Site Visits
      c. Telephone
      d. Office visits

38. Upsets that you can avoid include:
      a. Promising something and not delivering
      b. Giving a smart or flip reply
      c. Questioning the customer‘s honesty
      d. All of the above

39. The customer is:
      a. The most important person in your business
      b. Someone who has biases and prejudices
      c. Someone who should not be offended
      d. All of the above

40. One technique for getting customers into your store is to advertise and
    sell a product at a sale price that is lower than you paid for it. This does
    cost money, but it pays for itself by getting new customers into your
    business. These type of products are called:
      a. Loss leaders
      b. Bait and switch products
      c. Cold sales
      d. Appetizers




                                     150
   41. An angry customer can be calmed best if your voice sounds:
         a. Hesitant
         b. Impatient
         c. Condescending
         d. Confident

   42. To demonstrate to an angry customer that you are listening, you should
         a. Listen for both facts and feelings
         b. Be attentive
         c. Paraphrase what they are saying
         d. All of the above

Read the following case study and then answer questions 43 & 44

Bill buys a tool from James, a salesclerk at a local hardware store. The next day
Bill brings the tool back, telling James that it did not work for the job he wanted
done. James sells him another tool, but Bill brings that back too. This time, after
very angry words, Bill asks James to see Adam, the manager.

   43. Adam the manager, must
         a. Calm Bill
         b. Send Bill back to James
         c. Both calm Bill and be a role model for the staff
         d. Be a role model for the staff
         e. None of the above

   44. The staff is aware of the whole situation, Adam should:
         a. Pretend nothing happened
         b. Debrief the staff, focusing on what they all can learn
         c. Use James an example of what not to do
         d. All of the above
         e. None of the above

   45. Free media placements of information about a small business, its
       products or its services is called:
         a. Advertising
         b. Marketing
         c. Publicity
         d. Personal sales

   46. You want customers to complain; because,
         a. If they don‘t they take their business somewhere else
         b. They tell their friends not to do business with you
         c. A customer that complains usually comes back
         d. All of the above




                                       151
   47. Side conversation while talking on the telephone
         a. Allows you to do two things at once
         b. Keeps the customer on their toes
         c. Should be avoided so you can give the caller your full attention
         d. Only happen when you are really busy

   49. Which of the following is not a major objective of advertising activities?
        a. To increase the demand for your product
        b. Increase customer traffic
        c. Publicize products and services
        d. Enhance the owners personal reputation

   50. When handling an angry customer, you should
        a. Keep your voice calm and matter-of-fact
        b. Let your words show that you want to be attentive and helpful
        c. Listen carefully to the customer and don‘t interrupt
        d. All of the above

**1 question missing




                                       152
          Answer Key 2000 National Sales CDE


 1.   C                                  2.    A
 3.   C                                  4.    A
 5.   A                                  6.    D
 7.   A                                  8.    B
 9.   A                                  10.   D
11.   C                                  12.   B
13.   D                                  14.   C
15.   D                                  16.   D
17.   D                                  18.   A
19.   C                                  20.   C
21.   B                                  22.   D
23.   D                                  24.   B
25.   D                                  26.   C
27.   D                                  28.   A
29.   C                                  30.   D
31.   D                                  32.   D
33.   D                                  34.   C
35.   B                                  36.   C
37.   C                                  38.   D
39.   D                                  40.   A
41.   D                                  42.   D
43.   C                                  44.   B
45.   C                                  46    D
47.   C                                  48.   C
49.   D                                  50.   D




                         153
        National FFA Agricultural Sales CDE
                              2001 Exam
1.   A method of advertising exists where printed ad materials are sent to
     potential customers‘ homes by mail. This is called:
       a. Junk advertising
       b. House to house
       c. Direct mail
       d. Market saturation
       e. None of the above

2.   When a business prepares a visual presentation to promote products or
     services, and to build goodwill, this is called a:
       a. Exhibition
       b. Display
       c. Dealership
       d. Reader board
       e. None of the above

3.   The number of people who purchase and read a printed medium is
     known as its:
       a. Clientele
       b. Reach
       c. Circulation
       d. Population
       e. None of the above

4.   Where on an advertisement should coupons be placed if they are used?
      a. Top right corner
      b. Near a bottom corner
      c. Center of ad
      d. Below the brand name
      e. None of the above

5.   When using a coupon in an ad, it should be surrounded with a border. It
     should also always include:
       a. An expiration date
       b. The stores hours
       c. The color red
       d. The owners signature
       e. None of the above




                                    154
6.   The amount of unfilled parts of an advertisement is called __________.
     This portion of the ad should be at least 30-40 percent, but not more than
     50 percent.
       a. White space
       b. Blank space
       c. Open range
       d. Body copy
       e. None of the above

7.   Market research is:
       a. Advertising
       b. An orderly way of learning about potential customers
       c. Is not needed in most selling situations
       d. All of above
       e. None of above

8.   Which of the following questions will market research help to answer?
      a. Who are the customers
      b. Where are they located
      c. How many customers are there
      d. All of above
      e. None of above

9.   A business plan is:
       a. Is a form of advertisement
       b. Not required by most banks
       c. The blueprint for your business success
       d. All of above
       e. None of above

10. The term ―Buyer Benefits‖ can be described as?
      a. Buying motives
      b. Clues that the customer is ready to buy
      c. The gain or satisfaction the customer receives from the product
      d. All of above
      e. None of above

11. Net profit is defined as?
      a. Amount of expense left after profit
      b. Amount of profit left after expenses
      c. The balance sheet
      d. GAAP accounting
      e. None of above




                                    155
12. Suggestive selling can best be described as?
      a. Related items that can be purchased at the same time
      b. Non-related items to be sold to the customer whether or not they
         are needed
      c. Not used in agriculture sales
      d. All of above
      e. None of above

13. Analysis of the market can best be described as?
      a. Primary research of potential customers
      b. Study to gain knowledge about a market
      c. Collecting information about the market and studying it for meaning
      d. Secondary research
      e. None of above

14. What do we mean by the term ―Target Market?
     a. Used in clothing sales to determine the cost of products
     b. Identifying and selecting customers that are most likely to buy what
         is produced.
     c. The details of a market plan
     d. All of above
     e. None of above

15. A good marketing plan is?
      a. A company mission statement
      b. Organized and sequenced properly
      c. Accurate and attractive
      d. Both B & C
      e. None of above

16. A written statement that guides the marketing process is?
      a. Pricing strategy
      b. Primary research
      c. Marketing plan
      d. Business proposition
      e. None of above

17. To analyze the market situation there must be:
      a. An understanding of changing customer lifestyles
      b. An understanding of customer preference
      c. Purchasing tendencies of the customer
      d. All of above
      e. None of above




                                   156
18. When handling a customer‘s objections, which of the following is
    acceptable?
      a. Use the objection as a chance to disagree
      b. Accuse the customer of being not too smart for raising such an
         objection.
      c. Talk around the objection.
      d. Restate the objection or problem in your own words

19. Relating to the customer includes
      a. Beginning with a smile
      b. Arguing with the customer to make sure they know the right answer
      c. Criticizing the customer for lack of product knowledge
      d. All of the above

20. The Ten Commandments of customer service include
      a. Helping a customer takes priority over any other task
      b. The primary job of retail sales employees is to serve customers
      c. A customer with a gripe is not a problem but an opportunity for you
         to make something right
      d. All of the above

21. In helping dissatisfied customers
       a. Make the customer the center of your attention
       b. Make sure the customer knows that everybody has problems
       c. Try to talk about something more pleasant
       d. All of the above

22. Types of customers include
      a. Decided Customers
      b. Undecided Customers
      c. Just Looking Customers
      d. All of the above

23. When you deal with a dissatisfied customer, concentrate on
     a. Making the sale today; forget about tomorrow
     b. Saving the customer, not the sale
     c. Make the sale today; someone else can deal with them tomorrow
     d. Some customer you just can‘t satisfy; get that sale today




                                   157
24. A customer is satisfied when they get value for their money.
      a. The customer is the only one who know when they are satisfied;
         that‘s why they are always right
      b. A really good sales person can tell if a customer is satisfied without
         asking them
      c. Most customers are incapable of deciding if they are satisfied
      d. All of the above

25. A personality trait that is useful in customer relations is
      a. Courtesy
      b. Patience
      c. Honesty
      d. All of the above

26. In managing conflict in customer relations, which of the following pointers
    is important.
        a. Be a good listener
        b. Make sure you have the last word
        c. Lose your temper
        d. All of the above

27. Attributes of people who are good at customer relations include
       a. Speaking to people; saying hello or good morning/afternoon
       b. Looking people in the eye when talking to them
       c. Calling people by name
       d. All of the above

28. When answering an incoming call to a business, the proper phrase is:
     a. ―Accounting department, John Smith speaking‖
     b. ―Hello‖
     c. ―Farmland Feed Company, this is John, may I help you?‖
     d. ―Hello, this John, I‘m ready to take your order.‖

29. If a caller does not want to be placed on hold, you should:
        a. Offer to return the call.
        b. Transfer them to someone who can calm them down.
        c. Calmly but firmly state you have commitments to others.
        d. Explain to them that you are not able to help them.

30. When a telephone call is finished, you should:
     a. Thank the customer and hang up.
     b. Let the customer hang up first.
     c. Make sure the customer knows your number before they hang up.
     d. Tell them to have a nice day.




                                     158
31. Using the caller‘s name in a telephone conversation:
      a. Shows you are interested
      b. Helps you remember the caller‘s name
      c. Both A and B
      d. Neither A or B

32. When preparing to place a business call, you should:
     a. Be clear in your mind what you want to accomplish.
     b. Obtain personal information about whom you wish to speak to.
     c. Both A and B
     d. Neither A or B

33. When making a business call, you should first:
     a. Thank them for taking your call
     b. State the purpose for your call
     c. Apologize if it is a bad time
     d. Identify yourself

34. Using slang expressions in a business telephone call:
      a. Should be avoided.
      b. Make the customer feel comfortable.
      c. Build rapport.
      d. Both B and C

35. When handling an angry customer on the telephone:
     a. Defend the company
     b. Listen carefully and don‘t interrupt
     c. Both A and B
     d. Transfer the customer to the person who made them upset

36. If a telephone caller continues to use profanity after you have informed
    them you will not be able to help them if they continue using profanity:
        a. Invite them to call back when they are able to talk without use of
            profanity.
        b. Continue to listen
        c. Put them on hold and calm yourself down.
        d. Transfer them to a person not offended by profanity

37. When listening to an angry customer.
     a. Let the customer explain
     b. Get pertinent details
     c. Differentiate between facts and emotions
     d. All of the above




                                    159
38. Suspects are potential clients who have not been identified.
    _____________ are people with the need, desire, and resources to buy a
    product.
      a. Prospects
      b. Clients
      c. Employees
      d. All of the above
      e. None of the above

39. If you have tried to close a sale and the prospect says, ―I don‘t know,‖
    what can you ask to uncover their objections?
        a. What reservations do you have?
        b. Do you mind my asking why you feel that way?
        c. I hope we can do business another time
        d. Both a and b
        e. None of the above

40. Which of the following are sources for prospects?
     a. Competitors
     b. Yellow Pages
     c. Cold calls
     d. All of the above
     e. None of the above

41. The telephone should be used to qualify prospects because:
      a. Most people in agricultural are never home.
      b. The sales cost of an average personal call has become expensive.
      c. You don‘t want to do personal sales calls
      d. All of the above
      e. None of the above

42. Buying motives are why customers buy. Products‘ _________ are what
    they buy.
       a. Packaging
       b. Advertising
       c. Features and Benefits
       d. All of the above
       e. None of the above




                                    160
43. Closing the sale is __________for most sales representatives or sales
    professionals.
      a. Easy
      b. Difficult
      c. Fun
      d. All of the above
      e. None of the above

44. In dealing with negative views from customers, you can…
       a. Show empathy and interest
       b. Deal with the issue head on
       c. Ask for their advice to fix the negative view.
       d. All of the above
       e. None of the above

45. In finalizing your sale to a customer, it would be unprofessional to use a
    _________.
       a. Pity close
       b. Intimidation close
       c. Guilt close
       d. All of the above
       e. None of the above

46. When a prospect inquires about the price or terms of your sale, it is an
    indication that…
       a. The customer wants you to leave
       b. The customer is showing a buying signal
       c. The customer has real interest
       d. Both b and c
       e. None of the above

47. Most people buy from their __________, and then they justify their buying
    decision with their ______________-.
      a. Emotions, Intellect
      b. Emotions, Money
      c. Head, Emotions
      d. Local Stores, Intellect
      e. None of the above




                                    161
48. What psychological factors make an effective salesperson?
     a. Contributes to a solution by being a know-it-all.
     b. Knows that even if you don‘t get the sale, it is possible to open the
         door for future opportunities.
     c. Assumes an order without making certain it is secure
     d. Dwells on defeat
     e. None of the above

49. In successful Telephone marketing:
       a. Introductory remarks are critical
       b. The salesperson is dependent on tone and quality of voice.
       c. Use of a third party name helps get you started
       d. All of the above
       e. None of the above

50. What are some special treatments that help create ―personal trade?‖
     a. Using a strong, forceful voice
     b. Provide special treatment to all customers
     c. Follow up after a sale
     d. Both b and c
     e. None of the above




                                   162
      ANSWER KEY
          2001 National
      SALES TEST
 1.   C                    2.   B
 3.   C                    4.   B
 5.   A                    6.   A
 7.   B                    8.   D
 9.   C                   10.   C
11.   B                   12.   A
13.   C                   14.   B
15.   D                   16.   C
17.   D                   18.   D
19.   A                   20.   D
21.   A                   22.   D
23.   B                   24.   A
25.   D                   26.   A
27.   D                   28.   C
29.   A                   30.   B
31.   C                   32.   A
33.   D                   34.   A
35.   B                   36.   A
37.   D                   38.   A
39.   D                   40.   D
41.   B                   42.   C
43.   B                   44.   D
45.   D                   46.   D
47.   A                   48.   B
49.   D                   50.   D




               163
                          National Sales Test
                                    2002


1.   Market potential can best be described as? (AgriMarketing Technology, p
     287)
     A.    A study to determine the market mix for a product.
     B.    The size of market over a period of time and is often measured in
           sales volume.
     C.    Making a product available to the consumer
     D.    All of above
     E.    None of above

2.   A marketing strategy is defined as: (AgriMarketing Technology, p 286)
     A.    A combination of variables used to reach a target market.
     B.    Understanding the world market place
     C.    A plan of action for achieving marketing objectives.
     D.    The advertising of a product.
     E.    None of above

3.   The following would best describe the term Market Segmentation:
     (AgriMarketing Technology, p 288)
     A.     Developing specific marketing effort that targets consumers with
            unique needs.
     B.     Developing a product for the overall population.
     C.     Making similar products with small differences.
     D.     Agriculture does not do market segmentation.
     E.     None of above

4.   What do we mean by the term Product Positioning? (AgriMarketing
     Technology, p 290)
     A.    Marketing to urban customers
     B.    Developing products for the international market.
     C.    Creating a certain image of a product in the minds of the consumer.
     D.    All of above
     E.    None of above




                                     164
5.   The first fundamental in developing a market plan is to? (AgriMarketing
     Technology, p 299)
     A.     Develop a business or strategic plan
     B      Sell to your customers
     C.     Advertise the product
     D.     All of above
     E.     None of above

6.   A marketing plan is? (AgriMarketing Technology, p 299)
     A.    Advertising the product
     B.    Understanding the product potential
     C.    A written statement that guides the marketing process.
     D.    Not necessary in the agriculture world
     E.    None of above

7.   Marketing plans are based on several fundamentals: (AgriMarketing
     Technology, p 299)
     A.    Business Plan
     B.    Marketing Strategy
     C.    Target Market
     D.    Marketing Mix
     E.    All of above

8.   Four variables can be controlled in marketing most products and services.
     (AgriMarketing Technology, p 301)
     A.    Product, Place, Promotion and Price
     B.    Product, Price, Market Mix, and Advertising
     C.    Target Market, Advertising, Market Mix and Product Market.
     D.    All of above
     E.    None of Above

9.   Prospecting for customers can include which of the following methods:
     (AgriMarketing Technology, p 347)
     A.    Cold Calling
     B.    Cool Calling
     C.    Leads
     D.    All of above




                                     165
10.   Which of the following would not be used in assessing the marketing
      situation. (AgriMarketing Technology, p 310)
      A.      Potential customer profile and behavior
      B.      Strengths and weaknesses of the competition
      C.      Strengths and weaknesses of your product or service
      D.      Basing the market assessment on feelings rather than facts.
      E.      None of above

11.   In a marketing plan, the section for a projected budget refers to:
      (AgriMarketing Technology, p 319)
      A.    Expenses and income for the marketing initiative
      B.    Income expected from the sales of that product
      C.    Expenses expected from the sale of all products in the store
      D.    All costs and income from the sales force.
      E.    None of above.

12.   In handling customer complaints, the ‗Three F‘s‘ refer to: (Professional
      Selling, p 51)
      A.     Forgot, Forgive, Forcast
      B.     Feel, Forgot, Forgive
      C.     Feel, Felt, Found
      D.     Forget, Forgive, Found

13.   Which of the following can begin an open-ended question? (Professional
      Selling, p 34)
      A. How
      B. Why
      C. When
      D. Who
      E. All of the above

14.   Advertising is used because it is: (AgriMarketing Technology, p 417)
      A.    Economical
      B.    Expensive
      C.    Helpful in developing a positive public image.
      E.    Both A and C




                                      166
15.      Every customer consciously or unconsciously follows a series of four
         steps prior to buying a product, this is called: (AgriMarketing Technology,
         p 338)
         A.     Customer Confusion
         B.     Customer Buying Process
         C.     Customer Is Helped by Sales Person
         D.     None of the Above

16.      Which of the following are areas to make customer observations during
         the sales call? (AgriMarketing Technology, p 359)
         A.     Body Language
         B.     Eye Contact
         C.     Facial Expressions
         D.     All of the Above

17.      A _______________ is a concern or problem the customer has about the
         products features. (AgriMarketing Technology, p 364)
         A.    Excuse
         B.    Complaint
         C.    Real Objection
         E.    None of the Above

18.      Which of the following is the best way to handle a difficult customer?
         (Sales Training Basics, p 52)
         A.     Show slight disgust on your face so the customer will know you
                consider him or her a problem.
         B.     Challenge the customer with your eyes.
         C.     Become distant and less communicative.
         D.     None of the above

      19. What is a product feature? (Selling…Helping Customers Buy p.160)
          A.    Answers the question, ―What is it?‖
          B.    A specific quality or characteristic of a product or service
          C.    Something you can see, feel, hear, smell, or taste.
          D.    All the above

20.      Which of the following is a product feature? (Selling…Helping Customer
         Buy p. 160)
         A.     ―Delivered within 24 hours of milling‖
         B.     ―Giddy-up comes in 25 lb or 50 lb bags‖
         C.     ―Pulmotil is concentrated at 90 grams per pound‖
         D.     All the above




                                         167
21.   What is a buyer benefit? (Selling…Helping Customer Buy p.162)
      A.    Answers the question ―What does it mean to me?‖
      B.    Answers the question ―What is it?‖
      C.    Answers the question ―How will I benefit‖
      D.    Both a and c
      E.    All the above

22.   Which of the following is a buyer benefit? (Selling Helping Customers Buy
      p. 163)
      A.     ―Lamb creep contains 12% protein‖.
      B.      ―Tylan comes in three product forms, soluble, injectable, and pre-
      mix.‖
      C.     ―Tylan is easy to use which means time savings for you.
      D.     ―Hog Wild feed supplement will increase your daily gain by 2-3 lbs.‖

23.   A hidden objection is best defined as: (Selling…Helping Customers Buy
      p.199)
      A.     Real objections and excuses from customers.
      B.     Concerns the customer has when considering the purchase of a
             product or service.
      C.     Concerns that are not readily voiced by the customer.
      D.     Insincere reasons given by customers to delay making a purchase
             or to avoid becoming involved in the sale.

24.   Which of the following is not appropriate when answering objections?
      (Selling…Helping Customers Buy p. 209)
      A.     Listen to the customer‘s objection
      B.     Move on to the next product feature
      C.     Show empathy for your customer
      D.     Restate the objection
      E.     Answer the objection

25.   Suggested Selling should not be done to(Selling…Helping Customers Buy
      p. 277)
      A.     Merchandise special
      B.     Larger quantities of the same item
      C.     Related Merchandise
      D.     Push something on your customers that they do not want or need




                                      168
26.   Which of the following is an example of a choice close? (Selling…Helping
      Customers Buy p. 233)
      A.    ―Will you buy Super Ewe 2 feed for your farm today?‖
      B.    ―Would you like the soluble or injectable Tylan?
      C.    ―When you purchase the 10 bags of ―Hog Wild‖ we will give you a
            free smoked ham‖
      D.    I understand how you feel. Many customers have said the same
            thing. Your neighbor Bryan Wilson felt the same way until he saw
            the 2-3 lb daily gain.‖

27.   Which of the following are common buying motives? (Selling…Helping
      Customers Buy p. 75)
      A.    Gain or economy
      B.    Comfort and convenience
      C.    Prestige and recognition
      D.    Variety and recreation
      E.    All the above

28.   Successful salespeople have _________. (Sales Training Basics pg 3.)
      A.   Positive attitudes
      B.   Good time management
      C.   Product knowledge
      D.   All of the above
      E.   none of the above


29.   When handling a difficult customer you should? (Sales Training Basics)
      A.   Let the customer talk through their anger
      B.   Refer the customer to someone else
      C.   Communicate less
      D.   All of the above
      E.   None of the above

30.   ________ motivate the customer‘s buying decision. (Agribusiness, Sales,
      Marketing, and Management pg VII5)
      A.    Demand
      B.     Needs
      C.    Buying patterns
      D.    Communication
      E.    None of the above




                                     169
31.    When should you be prepared to close a sale? (Agribusiness, Sales,
       Marketing, and Management VII-14)
       A.    At the close of the presentation
       B.    When the customer asks to buy the product
       C.    At any point from the beginning to the end of the meeting with the
             customer
       D.    At another time
       E.    None of the above

32.    In order taking one of the key things to discuss is: (Agribusiness, Sales,
       Marketing, and Management pg VII – 17)
       A.     Method of payment
       B.     Competitor‘s products
       C.     Details of delivery
       D.     Both A& C
       E.     None of the above

              33.     All of the following are steps a customer goes through when
              deciding to make a purchase except: (Agribusiness, Sales,
              Marketing, and Management pg VI –8)
       A.     Identification of who can provide a solution.
       B.     Identification of future problems.
       C.     Identification of possible solutions.
       D.     Identification of a need or problem.

34.    Which of the following is not a way that a customer may determine a
       solution to a problem when deciding whether to make a purchase?
       (Agribusiness, Sales, Marketing, and Management pg VI-8)
        A.     Reviewing experiences with a particular company
        B.     Talking to others with similar needs or problems
        C.     Personalizing a particular product of a company
        D.     Looking at advertisements for what is on the market

 35.    When will a person attempt to satisfy upper-level needs? (Agribusiness,
             Sales,         Marketing, and Management pg VI-7 )
       A.   After satisfying the need for self-actualization
       B.   When he or she is motivated to change
       C.   When the salesperson is very persuasive
       D.   After satisfying lower-level needs




                                       170
      36.  Which of the following is not a need of Maslow‘s Hierarchy of
      Needs? (Agribusiness, Sales, Marketing, and Management pg VI – 7)
      A.   Physiological needs
      B.   Security and Safety
      C.   Social Needs
      D.   Business Requirements
      E.   Self actualization

37.   One source of industry knowledge is: (Agribusiness, Sales, Marketing, and
      Management pg VI– 11)
      A.    Market reports
      B.    Customer Objections
      C.    Customer testimonials
      D.    Personal experience

38.   Which of the following is a category of product knowledge? (Agribusiness,
      Sales, Marketing, and Management pg VI– 11)
      A.     Customer support information
      B.     Maintenance
      C.     Company history
      D.     Product cost

39.   _________________ is used to provide the customer with information on
      events occurring in the market that will affect the buying decision.
      (Agribusiness, Sales, Marketing, and Management pg VI– 13)
      A.     Company knowledge
      B.     Product knowledge
      C.     Industry knowledge
      D.     Competitor knowledge

40.   Developing ____________ with a customer builds honesty, trust, comfort,
      and a common goal. (Agribusiness, Sales, Marketing, and Management
      pg VII– 1)
      A.     Industry knowledge
      B.     Rapport
      C.     Product knowledge
      D.     None of the above

41.   A ___________ is an extra, something the customer does not need but
      would like to have. (Agribusiness, Sales, Marketing, and Management pg
      VI–8)
      A.     Want
      B.     Need
      C.     Asset
      D.     All of the above



                                     171
42.   The _____________ is an important part of the sales presentation
      because it sets the stage for the entire presentation and gains the
      customer‘s attention. (Agribusiness, Sales, Marketing, and Management
      pg VII– 9)
      A.     Opening
      B.     Body
      C.     Summary
      D.     Close

43.   _______________ should not be overused, since the customer may feel
      as if he or she is being interrogated. (Agribusiness, Sales, Marketing, and
      Management pg VII– 6)
      A.      Open-ended questions
      B.      Close-ended questions
      C.      Defining questions
      D.      Closing questions

44.   Open-ended questions: (Agribusiness, Sales, Marketing, and
      Management pg VII– 6)
      A.    Require more extensive answers.
      B.   Can be answered with ―yes‖ or ―no‖
      C.   Are usually used to focus attention
      D.   Require very brief answers
      E.   All the above

45.   Thought-provoking questions: (Agribusiness, Sales, Marketing, and
      Management pg VII– 6)
      A.   Usually are open-ended to encourage the customer to think about a
           product.
      B.   Usually are close-ended to give the salesperson control over the
           conversation.
      C.   Usually restate something the customer has objected to
      D.   Usually used at the beginning of a meeting to focus the customer‘s
           attention.

46.   Questions to gain information may be used ______________ by the
      salesperson to identify needs and obtain information about the customers
      business. (Agribusiness, Sales, Marketing, and Management pg VII– 6)
      A.    Only in the beginning five minutes of the call
      B.    Only in the last five minutes of the call
      C.    At any time
      D.    Once




                                      172
47.   What is one way a salesperson can directly support the customer‘s
      decision to make a purchase? (Agribusiness, Sales, Marketing, and
      Management pg VII– 17)
      A.     Tell him or her to discuss any problems with the appropriate
      department in        the company.
      B.     Contact the customer after the delivery to make sure the order was
             correct.
      C.     Refer any problems with the delivery to the shipping department.
      D.     Emphasize the importance of paying for the product as soon as it
      reaches       the customer

48.   The salesperson‘s duties end: (Agribusiness, Sales, Marketing, and
      Management pg VII– 17)
      A.    When the customer raises an objection.
      B.    When the customer takes a phone call.
      C.    When the money is collected
      D.    When the product is delivered
      E.    Never end to maintain a long lasting customer relationship

            49.    Sales made by the salesperson directly to the final consumer
            at the consumer‘s home or business is(Agribusiness, Sales,
            Marketing, and Management pg VI– 18)
      A.    Direct Sales
      B.    Indirect Sales
      C.    Retail Sales
      D.    None of the above

50.   Facial expressions, gestures, body language, and eye contact are all
      examples of: (Agribusiness, Sales, Marketing, and Management pg V–4)
      A.     Verbal Communication
      B.     Nonverbal Communication
      C.     Listening Skills
      D.     All the above




                                     173
                            National Sales Test
                                   2002
                               Answer Key
1.   Market potential can best be described as? (AgriMarketing Technology,
       p287)
     A.      A study to determine the market mix for a product.
     B.      The size of market over a period of time and is often measured
             in the sales volume.
     C.      Making a product available to the consumer
     D.      All of the above
     E.      None of the above

2.   A marketing strategy is defined as: (AgriMarketing Technology, p 286)
     A.     A combination of variables used to reach a target market.
     B.     Understanding the world market place
     C.     A plan of action for achieving marketing objectives.
     D.     The advertising of a product.
     E.     None of the above

3.   The following would best desribe the term Market Segmentation:
     (AgriMarketing Technology, p 288)
     A.       Developing specific marketing effort that targets consumers
              with unique needs.
     B.       Developing a product for the overall population.
     C.       Making similar products with small differences.
     D.       Agriculture does not do market segmentation.
     E.       None of the above

4.   What do we mean by the term Product Positioning? (AgriMarketing
     Technology, p 290)
     A.     Marketing to urban customers
     B.     Developing produts for the international market.
     C.     Creating a certain image of a product in the minds of the
            consumer.
     D.     All of the above
     E.     None of the above

5.   The first fundamental in developing a market plan is to? (AgriMarketing
     Technology, p 299)
     A.        Develop a buisness or strategic plan
     B.        Sell to your customers
     C.        Advertise the product
     D.        All of the above
     E.        None of the above



                                      174
6.   A marketing plan is? (AgriMarketing Technology, p 299)
     A.     Advertising the product
     B.     Understanding the product potential
     C.     A written statement that guides the marketing process.
     D.     Not necessary in the agriculture world
     E.     None of the above

7.   Marketing plans are based on several fundamentals: (AgriMarketing
     Technology, p 299)
     A.      Buisness Plan
     B.      Marketing Strategy
     C.      Target Market
     D.      Marketing Mix
     E.      All of the above

8.   Four variables can be controlled in marketing most products and services.
     (AgriMarketing Technology, p 301)
     A.      Product, Place, Promotion and Price
     B.      Product, Price, Market Mix and Advertising.
     C.      Target Market, Advertising, Market Mix and Product Market.
     D.      All of the above
     E.      None of the above

9.   Prospecting for customers can include which of the following methods:
     (AgriMarketing Technology, p 347
     A.      Cold Calling
     B.      Cool Calling
     C.      Leads
     D.      All of the above

10. Which of the following would not be used in assesing the marketing
    situatuion. (AgriMarketing Technology, p 310)
    A.       Potential customer profile and behavior
    B.       Strengths and weaknesses of the competition
    C.       Strengths and weaknesses of your product or service
    D.       Basing the market assessment on feelings rather than facts.
    E.       None of the above

11. In a marketing plan, the section for a projected budget refers to:
    (AgriMarketing Technology, p319)
    A.      Expenses and income for the marketing initiative
    B.      Income expected from the sales of that product
    C.      Expenses expected from the sale of all products in the store
    D.      All costs and income from the sales force
    E.      None of the above




                                      175
12. In handling customer complaints, the ‗Three F‘s‘ refer to : (Professional
    Selling, p 51)
             A. Forgot, Forgive, Forcast
             B. Feel, Forgot, Forgive
             C. Feel, Felt, Found
             D. Forget, Forgive, Found

13. Which of the following can begin and an open-ended question?
    (Professional Selling, p34)
    A.      How
    B.      Why
    C.      When
    D.       Who
    E.      All of the above

14. Advertising is used because it is : (AgriMarketing Technology , p417)
    A. Economical
    B. Expensive
    C. Helpful in developing a positive public image
    D. Both A and C

15. Every customer consciously or unconsciously follows a series of four steps
    prior to buying a product, this is called: ( AgriMarketing Technology, p338)
    A. Customer Confusion
    B. Customer Buying Process
    C. Customer Is Helped by Sales Person
    D. None of the Above

16. Which of the following are areas to make customer observations during the
    sales call? ( AgriMarketing Technology, p 359)
    A. Body Language
    B. Eye Contact
    C. Facial Expressions
    D. None of the above

17. A_____________ is a concern or problem the customer has about the
    products features( AgriMarketing Technology, p364)
    A. Excuse
    B. Complaint
    C. Real Objection
    D. None of the above




                                       176
18. Which of the following is the best way to handle a difficult customer? (Sales
    Training Basics, p 52)
    A. Show slight disgust on your face so the customer will know you consider
       him of her a problem.
    B. Challenge the customer with your eyes.
    C. Become distant and less communicative
    D. None of the above

19. What is a product feature? ( Selling…. Helping Customers Buy, p 160)
    A. Answers the question, ― What is it?‖
    B. A specific quality of characteristic of a product of service
    C. Something you can see, feel, hear, smell, or taste
    D. All of the above

20. Which of the following is a product feature? (Selling…. Helping Customer
    Buy, p160)
    A. ―Delivered within 24 hours of milling‖
    B. ―Giddy-up comes in 25 lb or 50 lb bags‖
    C. ―Pulmotil is concentrated at 90 grams per pound‖
    D. All the above

21. What is a buyer benefit? (Selling…. Helping Customer Buy, p162)
    A. Answers the question ―What does it mean to me‖
    B. Answers the question ―What is it?‖
    C. Answers the question ― How will I benefit‖
    D. Both a and c
    E. All the above

22. Which of the following is a buyer benefit? (Selling Helping Customers Buy,
    p163)
    A. ―Lamb creep contains 12% protein‖
    B. ―Tylan comes in three product forms, soluble, injectable, and pre-mix‖
    C. “Tylan is easy to use which means time savings for you”
    D. ― Hog Wild feed supplement will increase your daily gain by 2-3 lbs‖

23. A hidden object is best defind as: (Selling… Helping Customers Buy, p
    199)
    A. Real objections and excuses from customers
    B. Concerns the customer has when considering the purchase of a
       product of service
    C. Concerns that are not readily voiced by the customer
    D. Insincere reasons given by the customers to delay making a purchase
       or to avoid becoming involved in the sale.




                                      177
24. Which of the following is not appropriate when answering objections?(
    Selling… Helping Customers Buy, p209)
    A. Listen to the customers objections
    B. Move on to the next product feature
    C. Show empathy for your customer
    D. Restate the objection
    E. Answer the objection

25. Suggested Selling should not be done to (Selling… Helping Customers
    Buy, p 277)
    A. Merchandise special
    B. Larger quanities of the same item
    C. Related Mercahandise
    D. Push something on your customers that they do not want or need

26. Which of the following is an example of a choice close?( Selling….Helping
    Customers Buy, p 233)
    A.‖ Will you buy Super Ewe 2 feed for your farm today?‖
    B. “ Would you like the soluble or injection Tylan?”
    C. ― When you purchase the10 bags of ―Hog Wild‖ we will give you a free
    smoked ham‖
    E. I understand how you feel. Many customers have said the same thing.
        Your neighbor Bryan Wilson felt the same way until he sas the 2-3 lb
        daily gain.

27. Which of the following are common buying motives? (Selling… Helping
    Customers Buy, p 75)
    A. Gain or economy
    B. Comfort and convenience
    C. Prestige and recognition
    D. Variety and creation
    E. All the above

28. Successful salespeople have____________.( Sales Training Basics, p3)
    A. Positive attitudes
    B. Good time management
    C. Product knowledge
    D. All the above
    E. None of the above




                                     178
29. When handling a difficult customer you should? ( Sales Training Basics)
    A. Let the customer talk through their anger
    B. Refer the customer to someone else
    C. Communicate less
    D. All the above
    E. None of the above

30. __________ motivate the customer‘s buying decision. ( Agribsiness, Sales,
    Marketing, and Management, p v115)
    A. Demand
    B. Needs
    C. Buying patterns
    D. Communication
    E. None of the above

31. When should you be prepared to close a sale?( Agribusiness, Sales,
    Marketing, and Management V11-14)
    A. At the close of the presentation
    B. When the customer asks to buy a product
    C. At any point from the beginning to the end of the meeting with the
       customer
    D. At another time
    E. None of the above

32. In order taking one of the key things to discusss is: ( Agribusiness, Sales,
    Marketing, and Management, p V11-17)
    A. Method of payment
    B. Competitor‘s products
    C. Details of delivery
    D. Both a and c
    E. None of the above

33. All of the following are steps a customer goes through when deciding to
    make a purchase except: ( Agribusiness, Sales, Marketing, and
    Management, p V1-8)
    A. Identification of who can provide a solution
    B. Identification of future problems
    C. Identification of possible solutions
    D. Identification of a need or problem




                                       179
34. Which of the following is not a way that a customer may determine a
    solution to a problem when deciding wether to make a purchase?
    (Agribusiness, Sales, Marketing, and Management, Pv1-8)
    A. Reviewing experiences with a particular company
    B. Talking to others with similar needs or problems
    C. Personalizing a particular product of a company
    D. Looking at advertisements for what is on the market

35. When will a person attempt to satisfy upper-level needs? (Agribusiness,
    Sales, Marketing, and management, p V1-7)
    A. After satisfying the need to self-actualization
    B. When he or she is motivated to change
    C. When the salesperson is very persuasive
    D. After satisfying lower-leval needs

36. Which of the following is not a need of Maslow‘s Hierarchy of Needs?
    (Agribusiness, Sales, Marketing and Management pg VI –7)
    A.      Physiological needs
    B.      Security and safety
    C.      Social needs
    D.      Business Requirements
    E.      Self actualization

37. One source of industry knowledge is: (Agribusiness, Sales, Marketing and
    Management pg VI –11)
     A.    Market reports
     B.    Customer objections
     C.    Customer testimonials
     D.    Personal experience

38. Which of the following is a category of product knowledge? (Agribusiness,
    Sales, Marketing and Management pg VI –13)
    A. Customer support information
    B. Maintenance
    C. Company history
    D. Product cost

39. ____________________ is used to provide the customer with information
    on events occurring in the market that will affect the buying decision.
    (Agribusiness, Sales, Marketing and Management pg VI – 13)
    A.      Company knowledge
    B.      Product knowledge
    C.      Industry knowledge
    D.      Competitor knowledge




                                     180
40. Developing ______________ with a customer builds honesty, trust, comfort
    and a common goal. (Agribusiness, Sales, Marketing and Management pg
    VII – 1)
    A.       Industry knowledge
    B.       Rapport
    C.       Product knowledge
    D.       Competitor knowledge

41. A _______________ is an extra, something the customer does not need but
    would like to have. (Agribusiness, Sales, Marketing and Management pg VI
    – 8)
    A.       Want
    B.       Need
    C.       Asset
    D.       All of the above

42. The _______________ is an important part of the sales presentation
    because it sets the stage for the entire presentation and gains the
    customer‘s attention. (Agribusiness, Sales, Marketing and Management pg
    VII – 9)
    A.       Opening
    B.       Body
    C.       Summary
    D.       Close

43. ______________ should not be overused,since the customer may feel as if
    he or she is being interrogated. (Agribusiness, Sales, Marketing and
    Management pg VII – 6)
    A.      Open-ended questions
    B.      Closed –ended questions
    C.      Defining questions
    D.      Closing questions

44. Open-ended questions: (Agribusiness, Sales, Marketing and Management
    pg VII – 6)
    A.       Require mores extensive answers
    B.       Can be answered with ―yes‖ or ―no‖
    C.       Are usually used to focus attention
    D.       Require very brief answers
    E.       All the above




                                    181
45. Thought-provoking questions: (Agribusiness, Sales, Marketing and
    Management pg VII – 6)
    A.     Usually are open-ended to encourage the customer to think
           about a product.
    B.     Usually are close-ended to give the salesperson control over the
           conversation
    C.     Usually restate something the customer has objected to
    D.     Usually used at the beginning of a meeting to focus the customer‘s
           attention

46.   Questions to gain information may be used ______________ by the
      salesperson to identify needs and obtain information about the customers
      business. (Agribusiness, Sales, Marketing, and Management pg VII– 6)
      A.    Only in the beginning five minutes of the call
      B.    Only in the last five minutes of the call
      C.    At any time
      D.    Once

47.   What is one way a salesperson can directly support the customer‘s
      decision to make a purchase? (Agribusiness, Sales, Marketing, and
      Management pg VII– 17)
      A.     Tell him or her to discuss any problems with the appropriate
             department in the company.
      B.     Contact the customer after the delivery to make sure the order
             was correct.
      C.     Refer any problems with the delivery to the shipping department.
      D.     Emphasize the importance of paying for the product as soon as it
             reaches the customer

48.   The salesperson‘s duties end: (Agribusiness, Sales, Marketing, and
      Management pg VII– 17)
      A.    When the customer raises an objection.
      B.    When the customer takes a phone call.
      C.    When the money is collected
      D.    When the product is delivered
      E.    Never end to maintain a long lasting customer relationship

49.   Sales made by the salesperson directly to the final consumer at the
      consumer‘s home or business is(Agribusiness, Sales, Marketing, and
      Management pg VI– 18)
      A.    Direct Sales
      B.    Indirect Sales
      C.    Retail Sales
      D.    None of the above




                                     182
50.   Facial expressions, gestures, body language, and eye contact are all
      examples of: (Agribusiness, Sales, Marketing, and Management pg V–4)
      A.     Verbal Communication
      B.     Nonverbal Communication
      C.     Listening Skills
      D.     All the above




                                   183
184
Name_______________School__________________                   No.______

         SALES PRESENTATION SCORECARD
                                                   Possible               Score
Pre-call Preparation
    Project Summary Sheet (5 pts)                       30
      (organized and free of grammatical errors)
    Product knowledge and anticipating
      customer needs (25 pts)

Approaching the Customer
   First impression                                     10
   Create customer attention
   Determine wants
   Establish rapport
   Ask leading questions
   Demonstrate good listening skills

Demonstrate
   Products features and benefits (10 pts)              30
    relevant to customers wants
   Allow customer to participate (10 pts)
   Confirming customer interest (10 pts)
    (trial close)

Customer Objection
     Identify customer objections                       10
     Handle customer objections
Note: customer should offer objection(s).
If customer does not, student should invite
customer to share concerns over the product.

Closure
    Attempt to close at the appropriate time(s)         20
    Demonstrate skillful closing technique(s)


Total Possible:                                      100


                                            AVG. SCORE




                                      185
Name ________________ School_____________________ No. ___
                Customer Relations Practicum
                                              Possible     Member Score

Introduction                                     5
     Identify yourself
     Purpose of call (if applicable)
     Professionalism
     Empathy
     Grammar


Attitude                                         5
    Pleasant
    Friendly
    Established Rapport


Information via Customer Interaction             20
    Determine the problem


Develop the Solution                             15
   Evidence of product knowledge
   Overcome customer objection


Closing                                          5
    Get customer agreement
    Review and closure


   Total Possible                                50




                                              AVG. SCORE




                                        186
Name _______________ School___________________ No. _____

           Advertising & Promotion Practicum
                                                Possible   Member
                                                            Score
Knowledge of Selected Option
   Proper format                                  10
   Headline
   Sub Headline
   Body Copy
   Illustration

Creativity
   Use of creative art                            10
   Use of creative terminology
   Creative design

Effectiveness
         Reaches the prospective customer         12
         Clear message
         Includes necessary product features

Appropriateness
   Appropriate for target audience                10
   Meets the needs of the product being
     promoted

Neatness/Clarity
   Neatly laid out                                8
   Neat graphics
   Neat copy
   Clear and easy to understand message


   Total Possible                                  50




                                      AVG.SCORE




                                     187
Name ____________________ School_______________ No._____

                       Telephone Practicum
                                                     Possible   Member
                                                                 Score

Greeting                                                5
   Pleasant and businesslike


Clarify and Confirm the Order                           20
    Repeat each item
    Include product numbers (if appropriate)
    Confirm availability


Suggestive/Consultative Selling                         20
   Suggest related products
   Note items on special
   Offer substitutions for out of stock items


Close the Order                                         5
    Repeat the order
    Ask for other needs
    Confirm delivery date


   Total Possible                                       50




                                                 AVG. SCORE




                                      188
Name ___________________ School ________________ No. ____

      Prospecting for New Customers Practicum
                                                  Possible   Member
                                                              Score

Greeting/Opening Statement                           15
   Clearly identify self and company
   Build interest in product/service


Qualify the Prospect                                 15
   Question for customer needs
   Demonstrate good listening skills


Provide Features and Benefits                        10
    Describe appropriate features and benefits
      to meet the prospects needs

Close the Interview or Sale                          10
    Ask for the order
    Ask for an appointment
    Review the order or commitment


   Total Possible                                    50




                                        AVG. SCORE




                                     189
                       Team Sales Situation
Chapter:_____________________                               No. ___

Category                                                           Possible   Team
                                                                    Score     Score
Teamwork Evaluation:
      Leadership roles easily perceived
      Participation by each member of the team                       15
      Member responsibilities outlined and defined
      Demonstrated facilitation skills and communication skills
      Demonstrated wise use of time
Analysis of the information:
      Clearly identify the features and the market for product
      Provided information and data is analyzed and utilized
      Demonstrate the use of basic problem solving skills
                                                                      15
      Possible solutions are discussed and analyzed
Quality of team solution:
      Identify the correct targeted consumer group
      Identify the key features of the product
      Develop a plan to get the product to the market
                                                                      20
      Does the plan take into account Production, Research
       and Development, Market Analysis, Advertising,
       Distribution and Sales?
      Are targeted timelines reasonable?
Presentation:
      Developed a plan to sell, supply and maintain the product
      Plan showed information to introduce the plan to
       customers
      Overall quality of team solution                               40
      Delivery professional and well thought out
      Presentation clear and effective
      All team members participated in some part of
       presentation
Questions (Taken from)
      Teamwork evaluation
      Analysis of information
      Team sales solution
                                                                      10
      Presentation
                                             Total Possible           100


                                                        AVG. SCORE




                                          190

				
DOCUMENT INFO
Description: Sample Sales Presentation document sample