Test Bank Answers Prospecting—The Lifeblood of Selling Ch.6

ABC's of Relationship Selling, 13e (Futrell)

Chapter 6 Prospecting—The Lifeblood of Selling

1) Preapproach is the first step in the selling process.

2) The sales process is a sequential series of actions by the salesperson that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction.

3) A guideline provided in the text states that good selling involves 40 percent presentation, 20 percent preparation, and 40 percent follow-up.

4) Success in selling requires a significant amount of preparation.

5) Networking is the second step in the selling process after preapproach planning.

6) A salesperson must always search for new prospects to increase sales and replace previous customers.

7) A prospect is a qualified business that has the potential to buy a salesperson's product.

8) A prospect can also be referred to as a lead.

9) A simple way to remember the steps of the sales process is to use the acronym MAD.

10) Selling a product to a prospect is usually easier than selling to a satisfied customer.

11) Successful prospecting requires a strategy.

12) The salesperson that uses the LinkedIn to find prospects is engaged in prospecting on the Web

13) The salesperson who uses the cold canvass prospecting method usually knows something about the prospect.

14) The endless chain referral method of prospecting is a very effective method for finding customers.

15) In the two years Ronald has been selling, he has built up a list of inactive accounts. He should now orphan these accounts and try to develop new prospects.

16) To be effective, the participants in a sales club should sell competing products.

17) Trade shows are rarely worth the salesperson's time since there are only a few minutes to qualify leads and get the information necessary to conduct a sales call later.

18) For success at trade shows, memorize your sales pitch so that you get your message across succinctly.

19) Telephone prospecting is an excellent way to locate prospects and quickly determine if they are qualified.

20) Telemarketing involves the use of trained personnel to conduct planned, measurable marketing activities directed at targeted groups of consumers.

21) Networking can be the least reliable and most ineffective of all prospecting methods.

22) Cultivating a network involves meeting reputable people who have many valuable contacts.

23) Fifty percent of your first conversation with networking prospects should be about your business.

24) One of the criteria for developing your own best prospecting method is to always call back on prospects who did not buy.

25) A prospect pool generally includes orphaned customers.

26) In a parallel referral sale, salespeople must sell the product as well as the after-sales service.

27) Obtaining referrals is a continuous process for salespeople.

28) Many prospects will hang up the phone as soon as they suspect an attempt is being made to sell them something.

29) The sales presentation provides salespeople with very little opportunity to influence a prospect.

30) The presentation phase of the referral cycle begins when you sit down with your prospects for a sales presentation.

31) The product delivery phase most likely represents the end of a relationship with a client if continued service is unnecessary.

32) The most successful salespeople never experience call reluctance.

33) When the salesperson makes an appointment with a prospect, it is often viewed as a sign of respect toward the prospect.

34) Successful use of the telephone in appointment scheduling requires a chatty message that hints of a desire to establish a long-term relationship with the prospect.

35) One excellent way for a salesperson to obtain an appointment with a prospect is to have a customer make the appointment for the salesperson.

36) Respect, trust, and friendship are three key elements of a successful sales career.

37) CRM technology can assist the firm and its salesforce in the prospecting process.

38) Time spent waiting to see a prospect is a good time for a salesperson to relax and get his mind off business.

39) LinkedIn, a popular social networking website for businesses and their employees, has emerged as a method to assist in the prospecting process.

40) According to the Core Principles of Professional Selling, referrals are gained by:

A) encouraging customers to hear to what you are saying.

B) demonstrating how much you want to succeed.

C) demonstrating integrity with customers.

D) following the 80/20 principle of selling.

E) making sure every sale results in a purchase.

41) ________ is defined as the series of sequential actions by a salesperson that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction.

A) The sales presentation

B) The prospecting process

C) The sales process

D) Networking

E) The preapproach

42) Which of the following statements about the selling process is true?

A) The selling process has 10 steps.

B) Some steps in the selling process occur simultaneously.

C) Prospecting is the second step in the selling process.

D) Preapproach planning is the third step in the selling process.

E) Trial close is the last step in the selling process.

43) If you learn about the sales process in the same order that a salesperson goes through the process, the first thing you will study is:

A) the approach.

B) prospecting.

C) the close.

D) the pre-approach.

E) the trial close.

44) After the presentation, the next step in the selling process is:

A) the approach.

B) handling objections.

C) the follow-up.

D) the trial close.

E) meeting objections.

45) Which of the following occurs before the sales presentation?

A) Trial close

B) Determining objections

C) Preapproach

D) Follow-up

E) Meeting objections

46) Which of the following is the last step in the selling process?

A) Trial close

B) Determining objections

C) Follow-up

D) Preapproach

E) Close

47) A qualified person or organization that has the potential to buy your goods or services is a:

A) suspect.

B) volunteer.

C) lead.

D) partner.

E) prospect.

48) One of the reasons why a salesperson must constantly look for new prospects is to:

A) fill-in otherwise unproductive parts of the day.

B) gain additional sales presentation experience.

C) fulfill corporate social responsibilities.

D) prevent the loss of current customers.

E) increase product sales.

49) Why do salespeople constantly search for new prospects?

A) Conduct e-sales

B) Maintain sales licenses

C) Train new salespeople

D) Replace customers lost over time

E) Monitor the accounts of current customers

50) ________ is the lifeblood of sales because it identifies potential customers.

A) Customer mapping

B) Prospecting

C) E-selling

D) Data mining

E) Contact management

51) Danny runs a small business- offering handyman services to households. During a social gathering within his neighborhood, he came to know that one of the residents, Dr. Robert's gutters need cleaning. For Danny, Dr. Robert is a:

A) target.

B) closer.

C) referral.

D) prospect.

E) gatekeeper.

52) ________ is the process of determining if a suspect is to become a prospect.

A) Scheduling

B) Networking

C) Qualifying

D) Routing

E) Characterizing

53) Linda's attempt to open a salad bar in a small town failed. Her husband is trying to sell the tables and chairs she purchased. He suspects that Al's Deli may be a potential buyer for the furniture. Linda's husband should now engage in the ________ process to determine if it is worth his time to try to convince Al to buy.

A) qualifying

B) closing

C) database marketing

D) bird dogging

E) leading

54) The sales manager at OBC Office Supplies has determined that the office manager of Hoffman Realty has the money, desire, and authority to purchase a new copy machine. Hoffman Realty would best be described as a:

A) potential referral.

B) qualified prospect.

C) network prospect.

D) qualified referral.

E) network agent.

55) A simple way to remember the qualifying process is to think of the word "MAD." The letter "M" reminds the salesperson to ask themselves if the prospect has the ________ to buy.

A) money

B) motivation

C) mission

D) mentality

E) mindset

56) What does the letter "A" represent in the acronym MAD?

A) Authority

B) Awareness

C) Audacity

D) Alacrity

E) Attitude

57) A simple way to remember the qualifying process is to think of the word "MAD." The letter "D" reminds the salesperson to ask if the prospect has:

A) discernment.

B) determination.

C) discretion.

D) desire.

E) dedication.

58) In which step of the prospecting process, leads and prospects are evaluated based on the "MAD" questions?

A) Lead generation

B) Qualifying a lead

C) Lead development

D) Preapproach

E) Approach

59) Jessica has just earned her real estate license. She has decided to do a webinar for first time home buyers. Which of the following would NOT be advisable to do as she prepares for her webinar?

A) She should prioritize the information in a method that can be readily acted upon

B) She should make herself available via social media platforms and email after the webinar to answer additional questions

C) She should be well versed in the technology and its application in a customer setting

D) She should be able to answer questions that may get asked during the webinar

E) Sell the product during the webinar

60) In many instances, customer attrition; the loss of customers over time, is not controllable because of all the following reasons, EXCEPT?

A) The customers may believe a competitor's services create more value

B) Some customers may literally go out of business

C) The customers may merge or be acquired

D) The customers feels that the salesperson is not responding to their calls

E) Certain customers may no longer need the salesperson's services due to change of business

61) Which of the following statements holds true of e-mail marketing?

A) In order to generate leads, firms may purchase lists of potential contacts, including their email addresses.

B) The firm e-mails opportunities, offers and invitations to potential customers.

C) If the e-mail garners interest, the customer may respond to the firm.

D) The salesperson contacts the lead, if customer shows interest in firm's offers and invitations.

E) The salesperson contacts the prospects irrespective of their interest in offers and invitations.

62) Sharon Trevor has a collection of hand-tied fishing flies left to her by her great-grandfather. She has been told they are valuable and would like to sell them. She has used LinkedIn and Facebook to locate dealers of antique fishing gear who might be interested in purchasing the fishing flies. In other words, Trevor has engaged in:

A) teleprospecting.

B) prospecting on the web.

C) direct marketing.

D) direct selling.

E) data mining.

63) All of the following are examples of prospecting methods EXCEPT:

A) social media platforms.

B) cold canvass.

C) experimentation.

D) endless chain.

E) observation.

64) Identify the prospecting method that is based on the law of averages.

A) Cold canvassing

B) Orphaned customers

C) Center of influence

D) Networking

E) Sales lead clubs

65) If past experience reveals that 1 person out of 10 will buy a product, then 50 sales calls could result in five sales. This is an example of:

A) cold canvassing.

B) endless chain referral method.

C) center of influence.

D) networking.

E) one-to-one referral method.

66) When a customer refers the salesperson to someone she knows, it is called a(n):

A) limited chain referral method.

B) unlimited chain referral method.

C) chain referral method.

D) one-to-one referral method.

E) endless chain referral method.

67) Lydia sells an exclusive range of cosmetic products. She makes door-to-door sales calls. At each house after a sale she asks the homeowner if they know anyone who would be interested in her products. What prospecting method does Lydia use?

A) Center of influence

B) Cold canvas

C) Group

D) Endless chain

E) Observation

68) Which of the following is NOT a prospecting method?

A) Prospecting on the web

B) Center of influence

C) Endless chain

D) Social media platforms

E) Tracking

69) Abel, a teenager, is trying to earn money by operating a dog walking service. Abel is knocking on the door of every dog owner within a six-block radius of his house and asking if the homeowner would like to use his service. Abel is using the ________ method of prospecting.

A) Prospecting on the web

B) group

C) referral

D) cold canvass

E) endless chain

70) Nicole works for a reputed company that operates within the construction industry. Nicole recently learned that a civil engineering company has secured a large account via the search updates featured in LinkedIn. Nicole decides to send a congratulatory note to the engineering firm and also initiate a communication regarding a new product line for the construction industry that the company may find useful. Nicole is using the ________ method of prospecting.

A) public demonstration

B) group

C) referral

D) social media platforms

E) endless chain

71) Corrine is trying to make some extra money for college. She has made several handbags, eyeglass cases, and bookmarks out of duct tape. She sells her crafts by going door-to-door in the apartment complex where she lives. Corrine is using the ________ method of prospecting.

A) cold canvass

B) center of influence

C) concentration

D) endless chain

E) networking

72) Sandra Gonzalez has been an independent sales contractor for the past eight years. To remain in touch with today's tech savvy consumers and generate leads, she has decided to create brief and easily accessible on-demand videos showing the different products and their use. Identify this type of sales prospecting.

A) Cold canvassing

B) Prospecting on the web

C) Endless Chain

D) Customer referrals

E) Orphaned customers

73) Donald Williams sells home gutter systems guaranteed to last for 20 years. After every sale, Williams asks his customers for the names of several friends who might be interested in learning about his gutter products. Williams is using the ________ method of prospecting.

A) center of influence

B) cold canvass

C) group

D) endless chain

E) observation

74) Which of the following statements is NOT true about the endless chain referral method of prospecting?

A) Satisfied customers are likely to buy again from the salesperson.

B) The customer often refers the salesperson to friends and acquaintances.

C) It is a very effective method for finding customers.

D) It involves asking the customer if they know others who might be interested in the product.

E) It involves a group of salespeople in related fields meeting regularly to share sales leads.

75) Which term refers to a person recommended as someone who would benefit from a salesperson's product or service?

A) Prequalified customer

B) Referral

C) Rival customer

D) Orphan

E) Telemarketing agent

76) The two best sources of future sales are:

A) customers and customers' referrals.

B) colleagues and centers of influence.

C) customers and centers of influence.

D) sales lead clubs and referrals.

E) orphaned and current customers.

77) Orphaned customers are best described as the:

A) customers of a salesperson who has left the company.

B) prospects who have declined to make a purchase.

C) leads generated through a direct mail program.

D) solid referrals of long-term customers.

E) customers that have failed to pay.

78) When Janice Garcia left her pharmaceutical sales job to take a management position, her customers became:

A) suspects.

B) repositioned.

C) new segments.

D) orphaned.

E) quarantined.

79) Kylie Lumberton was hired by a cosmetics company to replace a former employee. She did not know where to start looking for customers to start her sales. The ideal place for her to start would be:

A) sales lead clubs.

B) cold canvassing.

C) orphaned customers.

D) customer referrals.

E) prospecting on the web.

80) Duncan Stewart was hired to replace Orlando Burton as a sales representative for a local television station. On his first day at work, Stewart was given a list of Burton's previous customers. Because Burton is no longer selling to these customers, they had become:

A) cold prospects.

B) orphaned.

C) uncommitted.

D) repositioned.

E) referred.

81) An insurance salesperson would most likely join a sales lead club to:

A) meet other insurance salespeople.

B) avoid having to make parallel referral sales.

C) share leads and prospecting tips.

D) practice new sales presentations.

E) evaluate her own sales call objectives.

82) In Hendersonville, a group of salespeople get together for breakfast on the first and third Tuesday of each month. The purpose of their meeting is to share leads and prospecting tips. The group charges each member dues of $65 per quarter and participants must sell noncompetitive products. This group is an example of a(n):

A) business network.

B) sales lead club.

C) illegal pyramid scheme.

D) orphan prospect club.

E) list of prospects.

83) The members of a sales lead club most likely:

A) use the club for socialization.

B) sell in the same product categories.

C) sell highly competitive products.

D) are salespeople in related but noncompetitive fields.

E) are salespeople who are employed by the same company.

84) Luke Belington is an automotive parts salesperson. Each week he writes a column in a local auto magazine about the car industry, its past, present, and future. One of the main reasons for him indulging in writing on the side would be to:

A) encourage people to buy classic cars.

B) qualify leads in the market for a new car.

C) educate people on the mechanics of car design.

D) convince prospects of his automotive expertise.

E) gain additional remuneration during low sales periods.

85) Kenton is a busy insurance salesperson, yet twice a month he writes a column for the local newspaper in which he addresses issues concerning financial security. The most logical reason for such activity is to:

A) motivate other salespeople to sell more insurance.

B) protect his own personal financial investments.

C) show any stakeholders who read the column how intelligent he is.

D) create prospects.

E) qualify prospects.

86) A salesperson would most likely participate in a trade show to:

A) generate new leads.

B) learn how to accept rejection.

C) overcome call reluctance.

D) quickly qualify prospects.

E) practice giving sales presentations.

87) Terrell, the marketing manager of Tekna Tools, is planning to attend the Anaheim Woodworking Trade Fair. Terrell will have a higher probability of success if he:

A) memorizes his sales pitch.

B) avoids the use of lead cards.

C) sets up in an area with little foot traffic.

D) acts assertively toward approaching passersby.

E) refuses to accept any rejections from leads and prospects.

88) Keri Marten has opened a day care center for children aged one to six. She seeks the assistance of local pediatricians in identifying those in need of her services. Identify the method of prospecting utilized by Keri.

A) Cold canvas

B) Center of influence

C) Group

D) Public exhibition

E) Endless chain

89) A company that manufactures truck bed liners will be sending representatives to a Dallas automotive trade show. What advice should you give them to make sure their trip is a profitable one?

A) Be prepared for rejection

B) Never be assertive in approaching trade show visitors

C) Avoid using lead cards because they are too time-consuming

D) Do not distract from your exhibit with attention-getting devices

E) Memorize your sales pitch word-for-word

90) In order to enlarge its prospect list, the West End Boarding Kennel seeks the assistance of area veterinarians in identifying people who are likely to need its services. This is an example of the ________ method of prospecting.

A) cold canvass

B) group

C) public exhibition

D) center of influence

E) endless chain

91) To enlarge its prospect list, Dunn Portrait Photographers seeks the assistance of area bridal stores to identify engaged couples. This is an example of the ________ method of prospecting.

A) center of influence

B) cold canvas

C) group

D) public exhibition

E) endless chain

92) Prospecting via the ________ method involves finding and cultivating people in a community who are willing to help a salesperson find prospects.

A) cold canvas

B) group

C) public exhibition

D) center of influence

E) endless chain

93) All of the following are individuals who may function as a center of influence EXCEPT:

A) salespeople who are selling competing products.

B) officers of community organizations like the chamber of commerce.

C) members of organizations such as the Lions Club.

D) country club members.

E) clergy.

94) In situations when there are a large number of prospects for a product, a salesperson should most likely use:

A) direct-mail prospecting.

B) center of influence prospecting.

C) his/her membership in sales lead club.

D) endless chain prospecting.

E) cold canvas prospecting.

95) ________ is a marketing communication system using telecommunication technology and trained personnel to conduct planned, measurable marketing activities directed at targeted groups of consumers.

A) Targeting

B) Prospect pooling

C) Cold canvass prospecting method

D) CRM

E) Teleprospecting

96) Which of the following prospecting methods is most similar to teleprospecting in terms of its objective?

A) Cold canvassing

B) Endless chain of referrals

C) Networking

D) Direct-mail prospecting

E) Observation

97) Last night while he was eating dinner, Tom got a phone call from a salesperson who wanted to know if he would be interested in subscribing to the local newspaper. The salesperson would best be described as a:

A) endless chain prospect.

B) center of influence.

C) telemarketer.

D) prospect.

E) referral.

98) All of the following statements about teleprospecting are true, EXCEPT?

A) Teleprospecting often involves a number of calls and discussions with the lead.

B) Similar to telemarketing, teleprospecting also requires the use of a script.

C) Teleprospecting applies critical sales behaviors, such as listening and attempting to diagnose customer needs.

D) Teleprospecting requires more sales training than what is traditionally provided to a telemarketer.

E) The assessment of business needs and the communication of potential options is required for success in teleprospecting.

99) Harry does home repairs. On Sunday afternoons, he often drives through the community in which he lives looking for homes that need minor repairs. Monday morning he calls those homeowners and offers them his services. Harry is using the ________ method of prospecting.

A) observation

B) preapproach

C) networking

D) endless chain

E) center of influence

100) Melissa sells insurance to homeowners and renters. Every weekend she goes out looking for moving vans and people unloading U-Haul trucks. She writes down the addresses of those who seem to be moving in. Every Monday she calls the list she has gathered during the weekend and asks them if they are interested in insurance. Melissa is using the ________ method of prospecting.

A) center of influence

B) observation

C) networking

D) preapproach

E) endless chain

101) Fred Muller runs a garden maintenance business. Over the weekends he drives around town looking for unkempt gardens. He notes the addresses and later calls the homeowners offering his services. Fred is engaging in which type of prospecting?

A) Center of influence

B) Observation

C) Networking

D) Preapproach

E) Endless chain

102) Norman, the owner of CompuTex, recently installed computers at Harding Industries. Norman recommended that the Harding Industries office manager contact Computer Services, Inc. to schedule a computer training class for Harding's employees. This is an example of the ________ method of prospecting.

A) observation

B) preapproach

C) endless chain

D) center of influence

E) networking

103) The term given to making and using contacts for the purpose of prospecting is:

A) observing.

B) approaching.

C) telemarketing.

D) influencing.

E) networking.

104) Which way to find new prospects is considered the most reliable and effective?

A) Observation

B) Telemarketing

C) Endless chain

D) Center of influence

E) Networking

105) Perry Rodriguez wants to create a network of prospects for his landscaping business. Which of the following would be the LEAST effective method?

A) Sending thank-you notes to people who give him leads

B) Focusing on meeting center-of-influence people

C) Asking open-ended, feel-good types of questions

D) Sending contacts monthly sales promotional items

E) Sending contacts unflattering information about the competition

106) In order to cultivate a network, a salesperson should:

A) focus on meeting center-of-influence people.

B) use contact management software.

C) create a customer MAD file.

D) request on-the-job training.

E) use the KISS principle.

107) What is a simple way to build a network?

A) Create a detailed prospect list

B) Re-assign orphaned clients

C) Exchange business cards

D) Form a sales lead club

E) Develop a referral

108) For you as a salesperson to find an optimal prospecting method, the text suggests you do all the following EXCEPT:

A) always call back on prospects who did not buy.

B) copy the prospecting methods of successful salespeople.

C) concentrate on high-potential customers before low-potential customers.

D) contact all prospects and current customers when you have a new product.

E) customize a prospecting method that suits the needs of your individual firm.

109) The main sources for a prospect pool are:

A) telephone directories and professional organizations.

B) trade shows, demonstrations, and public exhibitions.

C) sales lead clubs and your competitor's customers.

D) leads, referrals, orphans, and your customers.

E) industry directories and club rosters.

110) The ________ is a group of names of potential customers gathered from a variety of sources.

A) database

B) MAD file

C) prospect pool

D) buying center

E) contact management file

111) Company records provide your only information about these past customers in a prospect pool.

A) Suspects

B) Referrals

C) Orphans

D) Leads

E) Your customers

112) Within a salesperson's prospect pool, which group is the most important prospect for future sales?

A) Leads

B) Referrals

C) Centers of influence

D) Customers

E) Orphans

113) Which of the following statements about referrals is true?

A) Salespeople should work on obtaining referrals when they are not engaged in selling activities.

B) It would be inappropriate to try to enact the referral cycle during the sales presentation.

C) Salespeople must sell the product, plus sell the prospect on providing referrals.

D) All salespeople ask for customer referrals.

E) The referral cycle consists of three steps.

114) Salespeople must sell the product, plus sell the prospect on providing referrals. This activity is referred to as the:

A) endless chain method.

B) canvassing method.

C) parallel referral sale.

D) cyclical method of referral.

E) referral qualification.

115) Which of the following is NOT an appropriate time to request a referral?

A) Preapproach

B) Sales presentation

C) Product delivery stage

D) Service and follow-up

E) Trial close stage

116) You have the greatest opportunity to influence your prospect:

A) when prospecting.

B) in the trial close.

C) in the approach phase.

D) when determining objections.

E) during the presentation.

117) ________ is the performance of any helpful or professional work or activity for a person, family, or organization.

A) Customer satisfaction

B) Value creation

C) Customer service

D) Market follow-up

E) Service customization

118) ________ occurs when a salesperson does not want to contact a prospect or customer.

A) Referral breakdown

B) Sales hesitation

C) Prospect aversion

D) Call reluctance

E) Lead negation

119) Daniel sells medical equipment, and he has been advised to contact the comptroller at the Cedar Bluff Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex. Daniel has not yet made the sales call because he hates to be pushy. Daniel is experiencing:

A) referral breakdown.

B) sales hesitation.

C) prospect aversion.

D) call reluctance.

E) lead negation.

120) What is the first step in learning how to overcome call reluctance?

A) Determine your personality type

B) Avoid customers that will refuse to buy

C) Admit having a call reluctance problem

D) Seek help for treating call reluctance

E) Practice verbal and nonverbal communication

121) According to the text, what are the first three steps to take when using the telephone to arrange an appointment for a face-to-face meeting?

A) Plan your call, state your purpose, and present a brief sales message.

B) State your call purpose, present a brief sales message, and ask for the interview.

C) State your call purpose, ask for the interview, and do not take the first "no."

D) State your call purpose, present a brief sales message, and do not take the first "no."

E) Plan your call, identify yourself and your company, and state the purpose of your call.

122) When using the telephone to arrange an appointment for a face-to-face meeting, which of the following is usually the best way to ask?

A) "Could I see you this afternoon?"

B) "Could I bring you a lunch bag tomorrow?"

C) "When would it be best to see you?"

D) "Would you be interested in meeting me?"

E) "Would nine or one o'clock be better for you?"

123) Which of the following would be best when making an appointment with a prospect over the telephone?

A) Be creative and avoid planning what to say.

B) Begin the call by describing your experience.

C) Present only enough information to create interest.

D) Emphasize the product's features and characteristics.

E) Avoid being persistent when the prospect reacts negatively.

124) According to a study by Behavioral Sciences Research Press, the problem of call reluctance in sales is widespread and costly. Which of the following findings is true?

A) Some 96 percent of all new salespeople who fail within their first year do so because of insufficient prospecting activity.

B) Eighty percent of all sales veterans experience one or more episodes of call reluctance severe enough to threaten their continuation in sales.

C) The call-reluctant salesperson loses more than 50 new accounts per month to competitors.

D) In some cases, the call-reluctant salesperson loses $50,800 per month in gross sales.

E) Call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have learned to manage their fear.

125) According to the text, all of the following are key elements to developing close contacts in the prospect's firm EXCEPT:

A) trust.

B) pride.

C) timing.

D) respect.

E) friendship.

126) Because they are so busy, many executives have filtration systems to protect their time. In order to get through this system, you, as a professional salesperson, should do all of the following EXCEPT:

A) not waste time waiting.

B) develop friends in the prospect's firm.

C) call at the right time on the right person.

D) believe in yourself.

E) follow the prospect.

127) Jimmy Gonzalez sells medical supplies. He has just been told by the purchasing agent's secretary that he cannot see the prospect immediately but that he will have to wait. What should Gonzalez do?

A) Get angry and leave

B) Experience call reluctance

C) Wait for a short time and then ask to reschedule

D) Use the waiting to unwind

E) Engage the secretary in conversation

128) According to the text, all of the following are potential reasons why asking for an appointment by email is a good idea, EXCEPT:

A) Emails offer flexibility to both the salesperson and a prospect.

B) Emails require immediate responses

C) Through emails you show respect to your prospects' time

D) A professionally written email message that clearly and succinctly outlines the background and presents the reasons for the meeting surely captures a prospect's attention

E) Emails are suitable for a prospect who does not like to take decisions in haste.

129) CRM technology can assist the firm and its salesforce in the prospecting process through all of the following ways, EXCEPT:

A) Serving as a repository for varying information about potential leads

B) Providing tools to segment the pool of potential customers

C) Eliminating any central storage area for each prospect's information

D) Enabling scoring of prospects to help the salesperson prioritize her efforts

E) Generating reports to better understand the movement of prospects through the sales process

130) As per the text, all of the following can be categorized as key features of CRM technology when applied to the prospecting, EXCEPT:

A) Lead Generation and Tracking via Marketing Automation

B) Contact Management

C) Product training and testing

D) Data Integration and Learning

E) Pipeline Management

131) Describe the sales process.

132) Define a qualified prospect.

133) In Moore's sales training class, he was told never to ask a current customer about anyone else who could use the products he sold. He was also told that referrals were important to his success as a salesperson. Explain to Moore how the two statements do not contradict each other.

134) What are orphaned customers?

135) Briefly describe the center of influence method of prospecting.

136) Briefly describe how social media platforms can be used to find prospects.

137) Judith sells home security systems and has just been told by her sales manager to use the observation method of prospecting. Being a recent college graduate, Judith is only familiar with observation as a tool of marketing research. Give Judith a specific example of how she can use the observation method to prospect.

138) What is the primary reason why salespeople engage in networking?

139) Amy is an inexperienced salesperson. She wants to be able to use the optimal prospecting method for each particular sales situation. What three criteria should she use to determine what the best prospecting method is for a situation?

140) What are the four main components of a prospect pool? What information is available to salespeople about each component?

141) Briefly describe the parallel referral sale.

142) Most executives are so busy, that they have filtration systems to protect their time. How do professional salespeople successfully navigate their way through such filtration systems?

143) Briefly describe social sales technology.

144) Briefly describe how salespeople and firms are applying CRM technology to prospecting.

145) Why does the text describe prospecting as the "lifeblood of sales"?

146) What two terms are used to describe prospects before they become qualified?

147) Which method of prospecting is based on the law of averages?

148) Who are appropriate members for a sales lead club?

149) There are many ways to find new prospects. Which method is generally considered the most reliable and effective?

150) What is the first step to combat call reluctance?

151) What prospecting methods are best for contacting numerous prospects in a large area?

152) Innovative Installers provides a variety of services related to office space and relocations such as installing modular office furniture and providing space planning and layout consultations Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company was founded in 1992. It had more than $2 million sales in 2003. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence.

Evans and Heldris are expressing concern about:

A) hiring methods.

B) sales techniques.

C) prospecting strategies.

D) communication issues.

E) the entire sales process.

153) Innovative Installers provides a variety of services related to office space and relocations such as installing modular office furniture and providing space planning and layout consultations Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company was founded in 1992. It had more than $2 million sales in 2003. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence.

The siblings use the corporate Web site to inform potential customers about the services their company offers. The Web address is included in all of the company's advertising. In other words, Evans and Heldris are using:

A) prospecting on the web.

B) direct communication.

C) direct sales.

D) Internet dialoguing.

E) cold sales.

154) Innovative Installers provides a variety of services related to office space and relocations such as installing modular office furniture and providing space planning and layout consultations Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company was founded in 1992. It had more than $2 million sales in 2003. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence.

When the company uses cold calling to find potential customers, it is basing its methodology on:

A) Sherman's Law of Referrals.

B) the law of comparative advantage.

C) the iceberg principle.

D) the 80-20 rule.

E) the law of averages.

155) Innovative Installers provides a variety of services related to office space and relocations such as installing modular office furniture and providing space planning and layout consultations Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company was founded in 1992. It had more than $2 million sales in 2003. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence.

Evans and Heldris will participate in a trade show targeted at small businesses next April. What can they do to increase the probability that they will get business from their appearance at the trade show?

A) Respect the privacy of booth visitors

B) Set up their display to maximize its visibility

C) Avoid being assertive when contacting potential customers

D) Recognize that any type of premiums may be interpreted as bribes

E) Practice communicating thirty to forty points to get your message across

156) Innovative Installers provides a variety of services related to office space and relocations such as installing modular office furniture and providing space planning and layout consultations Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company was founded in 1992. It had more than $2 million sales in 2003. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence.

To successfully use direct mail as a means of locating potential customers, the company must:

A) have low postage costs.

B) mail only to people who have MAD.

C) have a large database of possible customers.

D) have an in-house operation for printing and mailing.

E) prequalify recipients before sending out advertisements.