Abcs of Relationship Selling Through Service 12th Edition Futrell Test Bank Full Chapter PDF

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Chapter 06 - Prospecting : The Lifeblood of Selling
Chapter 06 Prospecting: The Lifeblood of Selling
True / False Questions
1. Preapproach is the first step in the selling process.

Answer: False
Learning Objective: 06-01
Topic: The Sales Process Has 10 Steps
Blooms: Remember
AACSB:
Level of Difficulty: Easy
Explanation: The first step in the sales process is prospecting. Preapproach and planning are
the two components of the second step.
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.
Answer: True
Blooms: Remember
AACSB:
Explanation: The sales process refers to a sequential series of actions by the salesperson that
leads toward the prospect or customer taking a desired action and ends with a follow-up to
ensure purchase satisfaction. This selling process involves 10 basic steps.
3. A guideline provided in the text states that good salesmanship involves 40 percent
presentation, 20 percent preparation, and 40 percent follow-up.
Answer: False
Topic: Steps before the Sales Presentation
Blooms: Understand
AACSB:
Level of Difficulty: Medium
Explanation: One rule of thumb states that a good sales process involves 20 percent
presentation, 40 percent preparation, and 40 percent follow-up, especially when selling large
accounts.
4. Success in selling requires a significant amount of preparation.

Answer: True
Blooms: Understand
AACSB:
6-1
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Explanation: As in most professions, success in selling often requires as much or more

preparation before and between calls than is involved in actually making the calls themselves.
5. Networking is the second step in the selling process after preapproach planning.
Answer: False
Blooms: Remember
AACSB:
Explanation: Prospecting is the first step in the sales process. After prospecting, a salesperson
obtains an appointment and starts preparing for a presentation.
6. A salesperson must always search for new prospects to increase sales and replace previous
customers.
Answer: True
Topic: Prospecting—The Lifeblood of Selling
Blooms: Understand
AACSB:
Explanation: Prospecting is ongoing because salespeople lose some customers over time, and
these need to be replaced. Prospecting is also necessary to increase sales.
7. A prospect is a qualified business that has the potential to buy a salesperson’s product.
Answer: True
Blooms: Remember
AACSB:
Explanation: A prospect is a qualified person or organization that has the potential to buy your
good or service. Prospecting is an ongoing practice for most salespeople.
8. A prospect can also be referred to as a lead.

Answer: False
Blooms: Understand
AACSB:
Explanation: A prospect should not be confused with a lead. The name of a person or
organization that might be a prospect is referred to as a lead. A prospect is a qualified person
or organization that has the potential to buy your good or service.
6-2
9. A simple way to remember the steps of the sales process is to use the acronym MAD.
Answer: False
Blooms: Understand
AACSB:
Explanation: MAD is an acronym to help determine if an individual or business is a qualified
prospect. To be qualified, a business should have the money, authority, and desire to buy a
product or service.
10. Selling a product to a prospect is usually easier than selling to a satisfied customer.
Answer: False
Topic: The Leaking Bucket Customer Concept
Blooms: Remember
AACSB:
Explanation: It is always easier to sell a satisfied customer than an unsatisfied one or a
prospect. The cost of acquiring a new customer is higher than keeping a present customer.
11. Successful prospecting requires a strategy.

Answer: True
Topic: Planning a Prospecting Strategy
Blooms: Remember
AACSB:
Explanation: To be successful, prospecting requires a strategy. Prospecting, like other
activities, is a skill that can be constantly improved by a dedicated salesperson.
12. The salesperson that uses the Internet to find prospects is engaged in e-prospecting.
Answer: True
Topic: Prospecting Methods
Blooms: Remember
AACSB: Technology
Explanation: The most recent advancement in prospecting is the use of the Internet to find
potential buyers. This is called e-prospecting, and it is a fast and easy way to find information
about individuals or businesses by using technology.
6-3
13. The salesperson who uses the cold canvass prospecting method usually knows something
about the prospect.
Answer: False
Blooms: Understand
AACSB:
Explanation: With the cold canvass prospecting method, the salesperson contacts in person,
by phone, and/or by mail as many leads as possible, recognizing that a certain percentage of
people approached will buy. There is generally no knowledge about the individual or business
the salesperson calls on.
14. The endless chain referral method of prospecting is a very effective method for finding
customers.
Answer: True
Topic:
Blooms: Understand
AACSB:
Explanation: The endless chain referral method of prospecting is effective for finding
customers. The method relies on referrals from current 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.
Answer: False
Blooms: Apply
AACSB:
Level of Difficulty: Hard
Explanation: Orphaned customers are customers whose salesperson has left the company.
Salespeople often leave their employers to take other jobs; when they do, their customers are
orphaned. These orphans are great prospects. Ronald should quickly contact such customers
to begin developing relationships.
16. To be effective, the participants in a sales club should sell competing products.
Answer: False
Blooms: Remember
AACSB:
6-4
Explanation: Sales lead clubs consist of salespeople in related but noncompetitive fields. The
group members share leads and prospecting tips.
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.
Answer: False
Blooms: Understand
AACSB:
Explanation: Trade shows can be beneficial for salespeople. Although salesperson–buyer
contact is usually brief, this type of gathering gives a salesperson extensive contact with a
large number of potential buyers over a short time.
18. For success at trade shows, memorize your sales pitch so that you get your message across
succinctly.
Answer: False
Blooms: Understand
AACSB:
Explanation: At a trade show, it is important to practice communicating two or three key
points that get your message across succinctly. Get it down pat but don’t memorize your sales
pitch to make it sound overly canned.
19. Telephone prospecting is an excellent way to locate prospects and quickly determine if
they are qualified.
Answer: True
Blooms: Understand
AACSB:
Explanation: Telephone prospecting enables a salesperson to contact a large number of
prospects across a vast area. This person-to-person contact afforded by the telephone allows
for interaction between the lead and the caller—enabling a lead to be quickly qualified or
rejected.
20. Telemarketing involves the use of trained personnel to conduct planned, measurable
marketing activities directed at targeted groups of consumers.
Answer: True
Blooms: Remember
6-5
AACSB:
Explanation: Telemarketing is a marketing communication system using telecommunication
technology and 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.
Answer: False
Blooms: Understand
AACSB:
Explanation: The term given to making and using contacts is networking. Of the many ways
to find new prospects, networking can be the most reliable and effective. People want to do
business with, and refer business to, people they know, like, and trust.
22. Cultivating a network involves meeting reputable people who have many valuable
contacts.
Answer: True
Blooms: Remember
AACSB:
Explanation: A salesperson who wants to cultivate a network should focus on meeting center-
of-influence people. These people have established a good reputation and have many valuable
contacts.
23. Fifty percent of your first conversation with networking prospects should be about their
business.
Answer: False
Blooms: Understand
AACSB:
Explanation: Ninety-nine percent of your first conversation with a networking prospect should
be about his or her business. People want to talk about their business, not yours.
24. One of the criteria for developing your own best prospecting method is to always call back
on prospects who did not buy.
Answer: True
Topic: Prospecting Guidelines
Blooms: Understand
6-6
AACSB:
Explanation: A salesperson should always call back on prospects who did not buy. With new
products, do not restrict yourself to present customers only. A business may not have
purchased your present products because they did not fit their present needs; however, your
new product may be exactly what they need.
25. A prospect pool generally includes orphaned customers.

Answer: True
Blooms: Remember
AACSB:
Explanation: The prospect pool is a group of names gathered from various sources. Prospect
pools usually include leads, referrals, orphans, and current customers.
26. In a parallel referral sale, salespeople must sell the product as well as the after-sales
service.
Answer: False
Topic: The Referral Cycle
Blooms: Remember
AACSB:
Explanation: Salespeople must sell the product, plus sell the prospect on providing referrals.
This is known as the parallel referral sale. Equal emphasis must be given to both the product
sale and the referral sale.
27. Obtaining referrals is a continuous process for salespeople.

Answer: True
Blooms: Remember
AACSB:
Explanation: Obtaining referrals is a continuous process without beginning or end. The
salesperson is always looking for the right opportunity to find a referral.
28. Many prospects will hang up the phone as soon as they suspect an attempt is being made
to sell them something.
Answer: True
Blooms: Remember
AACSB:
6-7

Explanation: Many prospects will hang up the phone as soon as they suspect an attempt is
being made to sell them something. If, in the first several seconds, you fail to overcome their
initial feelings of discomfort and intrusion, your chances of developing a relationship are slim.
29. The sales presentation provides salespeople with very little opportunity to influence a
prospect.
Answer: False
Blooms: Understand
AACSB:
Explanation: During the presentation you have the greatest opportunity to influence your
prospect. It is important to understand that your prospect will scrutinize everything you say
and do, whether it be through words, expressions, or body language. During this presentation
you also must be conscious of presenting your desire to get referrals.
30. The presentation phase of the referral cycle begins when you sit down with your prospects
for a sales presentation.
Answer: True
Blooms: Understand
AACSB:
Explanation: The presentation phase of the referral cycle actually begins when you sit down
with your prospects for the purpose of making a sales presentation. As smoothly as possible,
you should make a conscious effort to mention the referring person.
31. The product delivery phase most likely represents the end of a relationship with a client if
continued service is unnecessary.
Answer: True
Blooms: Understand
AACSB:
Explanation: For many salespeople, the product delivery phase represents the end of the
relationship with their clients. This occurs when the nature of the business does not require
any additional service.
32. The most successful salespeople never experience call reluctance.

Answer: False
Topic: Call Reluctance Costs You Money!
6-8
Blooms: Remember
AACSB:
Explanation: All salespeople seem to have call reluctance from time to time. An estimated 40
percent of all salespeople suffer a career-threatening bout of call reluctance at some point. In
its milder forms, call reluctance keeps countless salespeople from achieving their potential.
33. When the salesperson makes an appointment with a prospect, it is often viewed as a sign
of respect toward the prospect.
Answer: True
Topic: Obtaining the Sales Interview
Blooms: Understand
AACSB:
Explanation: Appointment making is often associated with a serious, professional image and
is sometimes taken as an outward gesture of respect toward a prospect. People are generally
more receptive when they expect someone than when an unfamiliar salesperson pops in.
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.
Answer: False
Blooms: Understand
AACSB:
Explanation: Successful use of the telephone in appointment scheduling requires an
organized, clear message that captures interest quickly. The message should be brief and not
chatty.
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.
Answer: True
Blooms: Remember
AACSB:
Explanation: Having a satisfied customer make an appointment for a salesperson is a common
practice. The method frequently works and is fairly simple.
36. Respect, trust, and friendship are three key elements of a successful sales career.
Answer: True
6-9
Blooms: Remember
AACSB:
Explanation: Respect, trust, and friendship are three key elements in any salesperson’s
success. Exhibiting these qualities to prospects and customers is highly beneficial and may
lead to more referrals.
37. Remaining in constant contact with others is highly important for sales representatives,
which is why wireless e-mail is invaluable.
Answer: True
Topic: Wireless E-Mail Helps You Keep in Contact and Prospect
Blooms: Remember
AACSB: Technology
Explanation: No one needs constant contact with the home office, customers, and prospects
more desperately than a sales representative. Wireless e-mail enables sales representatives to
stay both mobile and connected.
38. Time spent waiting to see a prospect is a good time for a salesperson to relax and get his
mind off business.
Answer: False
Blooms: Remember
AACSB:
Explanation: While waiting to see a prospect, a salesperson should review the sales
presentation and make certain that all necessary materials are available.
Multiple Choice Questions
39. According to the Golden Rule of 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.
Answer: c
Topic: The Golden Rule: Prospecting
Blooms: Remember Understand
AACSB:
Level of Difficulty: Easy Medium
Explanation: Being honest and ethical with customers is the basis of the Golden Rule of
Selling. Referrals are earned by demonstrating your integrity, trustfulness, and character to the
customer who eventually provides you the referral.
6-10
40. _____ 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
Answer: c
Blooms: Remember
AACSB:
Explanation: The sales process refers to a sequential series of actions by the salesperson that
leads toward the prospect or customer taking a desired action and ends with a follow-up to
ensure purchase satisfaction. This selling process involves 10 basic steps.
41. 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
Answer: a
Blooms: Understand
AACSB:
Explanation: The selling process involves 10 different steps that occur sequentially. The first
step is prospecting, and the third step is preapproach. Trial close occurs in the eighth step.
42. 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.
Answer: b
Blooms: Remember
AACSB:
6-11
Explanation: Prospecting is the first step in the sales process. Preapproach and planning occur
next followed by the approach and presentation.
43. 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.
Answer: d
Blooms: Remember
AACSB:
Explanation: The presentation is followed by the trial close, determining objections, meeting
objections, and another trial close.
44. Which of the following occurs before the sales presentation?

A. Trial close
B. Determining objections
C. Preapproach
D. Follow-up
E. Meeting objections
Answer: c
Blooms: Remember
AACSB:
Explanation: Prior to a sales presentation, a salesperson must conduct a preapproach.
Conducting a trial close, addressing objections, and engaging in follow-up occur after a sales
presentation.
45. 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
Answer: c
Blooms: Remember
AACSB:
6-12
Explanation: The final step in the sales process is providing the customer with follow-up and
service. The closing step occurs immediately before follow-up.
46. 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.
Answer: e
Topic:
Blooms: Remember
AACSB:
Explanation: A prospect is a qualified person or organization that has the potential to buy your
good or service. The name of a person or organization that might be a prospect is referred to
as a lead, which is also referred to as a suspect.
47. 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.
Answer: e
Blooms: Understand
AACSB:
Explanation: Prospecting is the lifeblood of sales because it identifies potential customers. A
salesperson must look constantly for new prospects to increase sales and to replace customers
that will be lost over time.
48. 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
Answer: d
Blooms: Understand
6-13
AACSB:
49. _____ is the lifeblood of sales because it identifies potential customers.

A. Customer mapping
B. Prospecting
C. E-selling
D. Data mining
E. Contact management
Answer: b
Blooms: Remember
AACSB:
50. Danny is out of work, but he is very good at fixing things around the house. He has spent
much of his time during the last week going door-to-door asking people who live in the area if
they have any odd jobs for him. In terms of the selling process, Danny is engaged in:
A. prospecting.
B. identifying.
C. referring.
D. networking.
E. direct marketing.
Answer: a
Blooms: Apply
AACSB:
Explanation: Danny is prospecting in the neighborhood by knocking on doors. Networking
would require Danny to gather the contact information of influential people who might know
where he could obtain work.
6-14
51. Danny is out of work, but he is very good at fixing things around the house. He has spent
much of his time during the last week looking for handyman jobs in the area. Danny has
noticed that Dr. Robert's gutters need cleaning. For Danny, Dr. Robert is a:
A. target.
B. closer.
C. referral
D. prospect.
E. gatekeeper.
Answer: d
Blooms: Remember
AACSB:
Explanation: The doctor is a prospect because he has the potential to need Danny’s services.
Danny is in the process of prospecting for potential customers.
52. _____ is the process of determining if a suspect is to become a prospect.

A. Scheduling
B. Networking
C. Qualifying
D. Routing
E. Characterizing
Answer: c
Blooms: Remember
AACSB:
Explanation: Determining if a lead or a suspect will become a prospect is known as
qualifying. Individuals are qualified prospects if they have the money, authority, and desire to
buy.
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
Answer: a
6-15
Blooms: Understand
AACSB:
Explanation: Determining if a lead or a suspect will become a prospect is known as
qualifying. Individuals are qualified prospects if they have the money, authority, and desire to
buy.
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.
Answer: b
Blooms: Understand
AACSB:
Explanation: Individuals are qualified prospects if they have the money, authority, and desire
to buy. True prospects have the financial resources and the authority to make a purchase,
although they may not yet realize a need.
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
Answer: a
Blooms: Remember
AACSB:
6-16
Explanation: MAD stands for money, authority, and desire to buy. A person who possesses all
three is a qualified prospect.
56. What does the letter "A" represent in the acronym MAD?
A. Authority
B. Awareness
C. Audacity
D. Alacrity
E. Attitude
Answer: a
Blooms: Remember
AACSB:
Explanation: MAD stands for money, authority, and desire to buy. A person who possesses all
three is a qualified prospect.
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.
Answer: d
Blooms: Remember
AACSB:
Explanation: MAD stands for money, authority, and a desire to buy. A person who possesses
all three is a qualified prospect.
58. Which of the following illustrates how leads and prospects are evaluated based on the
"MAD" questions before becoming qualified prospects?
A. Routing
B. Sales prospecting funnel
C. Preapproach planning
D. Leaking Bucket Customer Concept
E. Bird dogging
Answer: b
Blooms: Understand
AACSB:
6-17

Explanation: The sales prospecting funnel illustrates how all leads and prospects are
considered and filtered out as they are subjected to the three mad questions before they
become qualified prospects. MAD stands for money, authority, and a desire to buy. A person
who possesses all three is a qualified prospect.
59. Jessica has just earned her real estate license. She has asked you to recommend a source of
prospects and suspects. Which of the following would be the LEAST appropriate place for
Jessica to locate prospects and suspects?
A. Personal acquaintances
B. Telephone directory
C. Newspapers
D. City directory
E. Local churches
Answer: e
Topic: Where to Find Prospects
Blooms: Remember
AACSB:
Explanation: Industry directories, newspapers, and acquaintances are commonly used sources
for locating prospects and leads. It would be less appropriate to search for leads through a
church.
60. All salespeople lose a certain percent of sales or customers per year. Which of the
following illustrates this?
A. Routing
B. Sales prospecting funnel
C. Pre-approach planning
D. Leaking bucket customer concept
E. Bird dogging
Answer: d
Topic: The Leaking Bucket Customer Concept
Blooms: Understand
AACSB:
Explanation: All salespeople lose X percent of sales or customers per year. Customers are
coming in and going out of the salesperson’s sales base. This is shown in the Leaking Bucket
Customer Concept illustration. New customers come into the top and leave through a hole in
the bottom of the bucket.
6-18
61. Which of the following statements holds true of e-prospecting?

A. E-prospecting is less efficient than trade shows for finding prospects
B. E-prospecting is heavily dependent on qualified referrals
C. E-prospecting should only be used to sell nontechnical products
D. E-prospecting requires no monetary investment by salespeople
E. E-prospecting is a fast and easy way to find information
Answer: e
Blooms: Understand
AACSB:
Explanation: E-prospecting offers a much faster and easier way to find information about
prospects than most other methods. Some information can be accessed for free but others may
require a fee.
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 the
Web to locate dealers of antique fishing gear who might be interested in purchasing the
fishing flies. In other words, Trevor has engaged in:
A. teleselling.
B. e-prospecting.
C. direct marketing.
D. direct selling.
E. data mining.
Answer: b
Blooms: Understand
AACSB:
Explanation: The most recent advancement in prospecting is the use of the Internet to find
potential buyers. This is called e-prospecting, and it is a fast and easy way to find information
about individuals or businesses by using technology.
63. All of the following are examples of prospecting methods EXCEPT:

A. telemarketing.
B. cold canvass.
C. experimentation.
D. endless chain.
E. observation.
Answer: c
Blooms: Remember
AACSB:
6-19

Explanation: Telemarketing, cold canvassing, endless chain referrals, and observation are all
popular methods of prospecting.
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
Answer: a
Blooms: Understand
AACSB:
Explanation: The cold canvass prospecting method is based on the law of averages. The
salesperson contacts in person, by phone, and/or by mail as many leads as possible,
recognizing that a certain percentage of people approached will buy.
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.
Answer: a
Blooms: Understand
AACSB:
Explanation: The cold canvass prospecting method is based on the law of averages. Thus, the
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.
Answer: e
6-20
Blooms: Understand
AACSB:
Explanation: The endless chain referral method occurs when a satisfied customer refers a
salesperson to an acquaintance. Such referrals can generate a steady stream of prospects.
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
Answer: d
Blooms: Understand
AACSB:
68. Which of the following is NOT a prospecting method?

A. Public demonstrations
B. Center of influence
C. Endless chain
D. Direct mail
E. Tracking
Answer: e
Blooms: Understand
AACSB:
Explanation: Common prospecting methods include public demonstrations at trade shows,
center of influence, endless chain referrals, and direct mail. Tracking is not a prospecting
method.
6-21
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. public demonstration
B. group
C. referral
D. cold canvass
E. endless chain
Answer: d
Blooms: Understand
AACSB:
Explanation: With the cold canvass prospecting method, a salesperson contacts in person, by
phone, and/or by mail as many leads as possible. Abel probably realizes that a certain
percentage of people he approaches will want his service.
70. 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
Answer: a
Blooms: Understand
AACSB:
Explanation: With the cold canvass prospecting method, a salesperson contacts in person, by
phone, and/or by mail as many leads as possible. Corrine realizes that a certain percentage of
people she approaches will want her products.
6-22
71. Sandra Gonzalez has been a sales executive for the past eight years. She knows that two
out of every 10 prospects she approaches will buy her product. This means that 50 sales calls
will result in 10 sales. Identify this type of sales prospecting.
A. Sales lead clubs
B. Cold canvassing
C. Orphaned customers
D. Customer referrals
E. E-prospecting
Answer: b
Blooms: Understand
AACSB:
Explanation: The cold canvass prospecting method is based on the law of averages. The
72. 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
Answer: d
Blooms: Understand
AACSB:
73. 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 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.
Answer: e
Blooms: Understand
6-23
AACSB:
Explanation: Sales leads clubs are established so that salespeople can share leads. The endless
chain referral method occurs when a satisfied customer refers a salesperson to an
acquaintance. Such referrals can generate a steady stream of prospects.
74. 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
Answer: b
Blooms: Remember
AACSB:
Explanation: A referral is a person or organization recommended to you by someone who
feels that this person or organization could benefit from you or your product. Customers and
customer referrals are the two best sources of future sales.
75. 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.
Answer: a
Blooms: Remember
AACSB:
Explanation: Customers and customer referrals are the two best sources of future sales, with
repeat sales from customers being better. Orphans and centers of influence are good sources
of referrals but less likely to lead to sales than current customers and referrals.
76. 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.
Answer: a
6-24

Blooms: Understand
AACSB:
Salespeople often leave their employers to take other jobs; when they do, their customers
are orphaned.
77. 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.
Answer: d
Blooms: Understand
AACSB:
orphaned.
78. 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. e-prospecting.
Answer: c
Blooms: Understand
AACSB:
orphaned. These orphans would be great prospects for Kylie.
6-25
79. 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 Burrton is no longer selling to these customers, they had become:
A. cold prospects.
B. orphaned.
C. uncommitted.
D. repositioned.
E. referred.
Answer: b
Blooms: Understand
AACSB:
orphaned. These orphans are great prospects for Stewart.
80. 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.
Answer: c
Blooms: Understand
AACSB:
Explanation: Sales lead clubs are formed to share leads and prospecting tips. Groups are
usually made up of salespeople in related but noncompetitive fields.
81. 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.
Answer: b
Blooms: Understand
6-26
AACSB:
82. 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.
Answer: d
Blooms: Understand
AACSB:
83. Luke Belington is a car salesman. 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.
Answer: d
Blooms: Understand
AACSB:
Explanation: By writing articles, Luke is presenting himself as an automotive expert. He
hopes that prospects will contact him when they are ready to buy a car.
84. 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.
Answer: d
6-27

Blooms: Understand
AACSB:
Explanation: By writing articles, Kenton is presenting himself as an insurance expert and
marketing his name and business. He hopes that prospects will contact him when they are
ready to buy insurance.
85. 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.
Answer: a
Blooms: Understand
AACSB:
Explanation: Trade shows are a source of leads for salespeople. Although contact between
salesperson and buyer is short, the salesperson is able to contact many potential buyers in a
short time.
86. 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.
Answer: d
Blooms: Understand
AACSB:
Explanation: Terrell should be assertive with people walking by to garner interest in his
products and engage potential customers in a conversation. Memorizing a pitch can seem
canned, and it is important to be seen by others, which is why a high traffic area is important.
6-28
87. 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
Answer: b
Blooms: Understand
AACSB:
Explanation: Prospecting via the center of influence method involves finding and cultivating
people in a community or territory who are willing to cooperate in helping to find prospects.
Pediatricians are in contact with parents, so they would be beneficial to Keri.
88. 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
Answer: a
Blooms: Understand
AACSB:
Explanation: Rejection is a normal aspect of sales and should not be taken personally. Being
assertive, using lead cards and attention-getting devices, and avoiding a canned sales pitch are
recommended.
89. 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
Answer: d
6-29

Blooms: Understand
AACSB:
They typically have a particular position that includes some form of influence over other
people, as well as information that allows the salesperson to identify good prospects.
90. 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.
B. cold canvas
C. group
D. public exhibition
E. endless chain
Answer: a
Blooms: Understand
AACSB:
people, as well as information that allows the salesperson to identify good prospects. For
91. 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
E. endless chain
Answer: d
Blooms: Remember
AACSB:
people, as well as information that allows the salesperson to identify good prospects.
6-30
92. 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.
Answer: a
Blooms: Remember
AACSB:
Explanation: Clergy, officers of community organizations, and members of organizations are
individuals who may function as a center of influence. Salespeople who are selling
noncompeting products rather than competing products are useful as well.
93. 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.
Answer: a
Blooms: Understand
AACSB:
Explanation: In cases where there are a large number of prospects for a product, direct-mail
prospecting is sometimes an effective way to contact individuals and businesses. Direct-mail
advertisements have the advantage of contacting large numbers of people, who may be spread
across an extended geographical area, at a relatively low cost when compared to the cost of
using salespeople.
94. What is a benefit of direct-mail prospecting?

A. Low commission expenses
B. High interest in public demonstrations
C. Quick, paperless prospecting method
D. High response due to positive referrals
E. Inexpensive method for reaching many prospects
Answer: e
Blooms: Understand
AACSB:
6-31

Explanation: Direct-mail advertisements have the advantage of contacting large numbers of
people, who may be spread across an extended geographical area, at a relatively low cost
when compared to the cost of using salespeople.
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. Sales prospecting funnel
B. Prospect pooling
C. Cold canvass prospecting method
D. Leaking Bucket Customer Concept
E. Telemarketing
Answer: e
Blooms: Remember
AACSB:
Explanation: Telemarketing involves using trained telephone marketers to call people who
have been identified as a targeted group of potential consumers.
96. Which of the following prospecting methods is most similar to telephone prospecting in
terms of its objective?
A. Cold canvassing
B. Endless chain of referrals
C. Networking
D. Direct-mail prospecting
E. Observation
Answer: d
Blooms: Understand
AACSB:
Explanation: Like direct marketing, use of telephone prospecting to contact a large number of
prospects across a vast area is far less costly than use of a canvassing sales force, though
usually more costly than mail outs.
6-32
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.
Answer: c
Blooms: Understand
AACSB:
Explanation: Telemarketing involves using trained telephone marketers, known as
telemarketers, to call people who have been identified as a targeted group of potential
consumers. Telemarketing is a prospecting method.
98. Which of the following statements about telephone prospecting is true?

A. Telephone prospecting is less expensive than direct-mail prospecting.
B. Telephone prospecting allows for interaction between the lead and the caller.
C. Telephone prospecting is actually more expensive than the use of a canvassing sales force.
D. Telephone prospecting is also called electronic canvassing.
E. Telephone prospecting is one of the most inefficient methods of prospecting.
Answer: b
Blooms: Understand
AACSB:
Explanation: The telemarketer and lead interact on the phone in this prospecting method,
which is more expensive than direct mail and less costly than a canvassing sales force. It is an
efficient way to contact many prospects in a large area.
6-33
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
Answer: a
Blooms: Understand
AACSB:
Explanation: A salesperson often can find prospects by constantly watching what is
happening in the sales area—the observation method. Harry is making observations of the
homes and then contacting those homeowners to see if they want his services.
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.
B. observation
C. networking
D. preapproach
E. endless chain
Answer: b
Blooms: Understand
AACSB:
happening in the sales area—the observation method. New families moving into town are
good leads for Melissa.
6-34
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
Answer: b
Blooms: Understand
AACSB:
happening in the sales area—the observation method. Fred is making observations and
following up with phone calls.
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
E. networking
Answer: e
Blooms: Understand
AACSB:
Explanation: Networking refers to the process of making and using contacts. Computer
Services benefits from Norman recommending their services to Harding Industries.
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.
Answer: e
6-35
Blooms: Remember
AACSB:
Explanation: Salespeople are always on the lookout for customers. Everyone they meet may
be a prospect, or that person may provide a name that could lead to a sale. The term given to
making and using contacts is 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
Answer: e
Blooms: Understand
AACSB:
Explanation: Of the many ways to find new prospects, networking can be the most reliable
and effective. People want to do business with, and refer business to, people they know, like,
and trust.
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
Answer: e
Blooms: Understand
AACSB:
Explanation: Sending thank-you notes and promotional information are effective ways to
build a network but negative information about the competition would be unwelcome. Perry
should focus on meeting influential people at trade shows and other events because they can
be good prospect sources.
6-36
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.
Answer: a
Blooms: Understand
AACSB:
Explanation: Meeting influential people at trade shows and other events is important to
building a network because they can be good prospect sources. A salesperson should keep
contacts organized using a contact management program.
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
Answer: c
Blooms: Understand
AACSB:
Explanation: Exchanging business cards and periodically contacting the person is a good way
to build a network. As individuals get to know each other, sales lead clubs may form.
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.
Answer: b
Blooms: Apply
AACSB:
Explanation: Customize or choose a prospecting method that fits the specific needs of your
6-37
individual firm, but do not copy another company’s method. Reach out to high-potential
customers before low-potential ones.
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.
Answer: d
Blooms: Remember
AACSB:
Explanation: A prospect pool is usually created from four main sources: leads, referrals,
orphans, and your customers. Trade shows, directories, and sales lead clubs are less common
sources for a prospect pool.
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
Answer: c
Blooms: Remember
AACSB:
Explanation: The prospect pool is a group of names gathered from various sources. Your
source, for example, may be a mailing list, telephone book, referrals, orphans, or existing
customers.
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
Answer: c
6-38
Blooms: Remember
AACSB:
Explanation: The only source of information about orphans is company records. Orphans
were once the customers of other salespeople at the firm.
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
Answer: d
Blooms: Remember
AACSB:
Explanation: Current customers are the best source of future sales for a salesperson. However,
leads, referrals, and orphans are also important in the prospect pool.
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
Answer: c
Blooms: Understand
AACSB:
Explanation: In addition to selling a product, salespeople must encourage customers to give
them a referral. Salespeople can ask for a referral at any stage of the the four-step referral
cycle.
6-39
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.
Answer: c
Blooms: Remember
AACSB:
Explanation: Salespeople must sell the product, plus sell the prospect on providing referrals.
This is known as the parallel referral sale. Equal emphasis must be given to both the product
sale and the referral sale.
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
Answer: e
Blooms: Understand
AACSB:
Explanation: During the trial close of a presentation, a salesperson is assessing the attitude of
the prospect about a product, which would not be an effective time to request a referral. The
four stages of the referral cycle are preapproach, presentation, product delivery, and service
and follow-up.
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.
Answer: e
Blooms: Understand
AACSB:
6-40
Explanation: During the presentation you have the greatest opportunity to influence your
prospect. It is important to understand that your prospect will scrutinize everything you say
and do, whether it be through words, expressions, or body language.
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
Answer: c
Blooms: Remember
AACSB:
Explanation: Customer service is the performance of any helpful or professional work or
activity for a person, family, or organization. The service and follow-up phase of the referral
cycle provides you with ongoing opportunities to maintain contact with your clients.
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
Answer: d
Blooms: Remember
AACSB:
Explanation: Call reluctance refers to not wanting to contact a prospect or customer. This
tendency is an occasional problem for many salespeople.
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.
Answer: d
6-41

Blooms: Remember
AACSB:
Explanation: Call reluctance refers to not wanting to contact a prospect or customer. This
tendency is an occasional problem for many salespeople.
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
Answer: c
Blooms: Understand
AACSB:
Explanation: You must admit you have call reluctance and that your call reluctance is keeping
you from helping others and earning what you’re worth. For many salespeople, owning up to
call reluctance is the most difficult part of combating it.
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.
Answer: e
Blooms: Understand
AACSB:
Explanation: The first step to making an appointment over the phone is to plan and write
down what you will say. Then clearly identify yourself and your company when you call.
Next, state the purpose of your call and briefly outline how the prospect may benefit from the
interview.
6-42
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?"
Answer: e
Blooms: Understand
AACSB:
Explanation: Phrase your appointment request as a question. Your prospect should be given a
choice, such as: “Would nine or one o’clock Tuesday 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.
Answer: c
Blooms: Understand
AACSB:
Explanation: Prepare a brief sales message, stressing product benefits over features and
present only enough information to stimulate interest. Planning what to say in an organized
and concise manner are keys to success.
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.
Answer: e
6-43
Blooms: Understand
AACSB:
Explanation: Studies show that call reluctance costs salespeople $10,800 per month in sales
and 48 less new accounts. About 80% of new salespeople fail during their first year because
of inadequate prospecting.
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.
Answer: b
Blooms: Remember
AACSB:
Explanation: Respect, trust, and friendship are three key elements in any salesperson’s
success. Timing is also important, but being proud is less likely to create friendships.
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.
Answer: e
Blooms: Understand
AACSB:
Explanation: Following a prospect would be invasive and inappropriate. However, it would be
best to develop friends in the firm, be confident, and use your time wisely by calling on
people in the firm who participate in the purchase decision.
6-44
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
Answer: c
Blooms: Remember
AACSB:
Explanation: It would be best to wait for a while and then make another appointment. The
secretary may try to get you in at that point out of courtesy.
Essay Questions
128. Describe the sales process.

Answer: The sales process is a sequential series of actions taken by a salesperson that leads
toward the customer taking a desired action and ends with a follow-up to ensure purchase
satisfaction.
Blooms: Understand
AACSB:
129. Define a qualified prospect.

Answer: A qualified prospect has the money to buy, the authority to buy, and the desire to
buy.
Blooms: Understand
AACSB:
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THE KIND BROTHER.
Boy. Where is James.

Lady. He is in the house; you may go to him there.
Boy. If you please, I like to stay here.
Lady. What shall we do?
Boy. I wish to have my knife and a stick; then with this small piece
of board I will make a chair for Jane’s doll.
Lady. That will please Miss Jane; that piece will do for a couch;
you might stuff it with wool.
Boy. I wish I could; pray will you teach me how to do it?
Lady. If you make the frame well, I will stuff it for you.
Boy. Thank you; I think Jane will dance for joy.
Lady. She does not dream of such a nice chair; stay, this is the
right way to cut it; you must not notch it so.
Boy. I think I hear Jane’s voice; I would not have her come till it is
done. Will she thank me?
Lady. Yes, sure; she ought to thank you.
Boy. Why does she sleep in the day?
Lady. She is a babe—you slept at noon, when you were so young.
Boy. Now I do not sleep till night. I hear my ducks; what do you
quack for?—May I fetch them some bread? Here is a crust which I
left; pray may I give it to them?
Lady. If it be clean, some poor child would be glad of it; that is a
large piece—We will give chaff to the ducks.
Boy. This bread is made of wheat; wheat grows in the earth; wheat
is a grain. I am to see Tom bind a sheaf: and when Tom goes home
to shear his sheep, I am to see him. He will throw them in a pond:
plunge them in! Our cloth is made of wool; how can they weave
cloth, and how can they stain it? How light this chair will be! it will not
weigh much.
Lady. Who heard the clock; I meant to count it. I left my watch in
my room.
Boy. Why did you leave it?
Lady. The chain was broken last night.
Boy. I like to have my couch of green. Jane loves green. What do
you call this?
Lady. A blush, or faint bloom; some call it bloom of peach; it is
near white. That is quite white.
Boy. May I sit on the grass? I love to sit in the shade, and read my
book.
Lady. The earth is as dry as a floor now.
Boy. If I could reach those sweet peas I would get some seed;
they are such nice round balls. Jane likes them to play with.
Lady. You may go now and fetch a quill for me; do not put it in your
mouth. While you go, I shall go on with the work.
THE BEES.
A little girl was eating her supper; it was bread and milk, with some
honey. “Pray,” said the little girl, “who makes honey for my supper?”
Mother. The bees collect it.
Girl. Where do they find it?
Mother. In the flowers.
Girl. Where do the bees live?
Mother. Those which supply us with honey, live in a hive.
Girl. What is it made of?
Mother. Ours are made of straw.
Girl. Pray, mamma, tell me a great deal about the bees, whilst I eat
my milk.
Mother. In the night, and when the weather is cold, they keep in
the hive. When the sun shines, and the days are warm, they fly
abroad. They search far and near for such flowers as supply them
with honey or wax. Of the wax they make cells which we call comb.
In some of the cells they lay up stores of honey to support them in
the winter, when they can not venture out to seek for food. In some
of the cells they nurse their young ones, who have no wings. They
are very neat creatures; they keep the hive quite clean. They carry
out the dead bees.
THE FLIES.
The next morning this same little girl was eating her breakfast. It
chanced that the maid had let fall a drop of honey as she mixed her
milk; and a fly came and stood on the edge of her basin to suck it.
The good child laid aside her spoon to avoid frightening the poor
fly.
What is the matter, Sarah? are you not hungry?
Yes, mamma; but I would not hinder this little fly from getting his
breakfast.
Good child! said her mother, rising from her tea; we will look at him
as he eats. See how he sucks through his long tube. How pleased
he is!
Mother, can not flies make honey? said the little girl.
“No,” said her father, “they are like you, they can not make honey,
but they are very fond of eating it.”
What do flies do, father?
Father. They are as idle as any little girl of you all; they frisk and
buzz about all the summer, feeding upon what is made by others.
Girl. And in winter what do they do?
Father. Creep into some snug corner.
Girl. But what do they eat then?
Father. They sleep, and want no food.
THE SPIDER.
A little boy saw a spider; its legs were all packed close to its body;
the boy thought it was a bit of dirt, and was going to pick it up.
His father stopped him, lest he should chance to hurt the spider;
he told him that the poor creature had rolled himself up from fear;
that if he stood still he would soon see the spider move.
The little boy kept close and quiet some time, watching the spider;
he saw it unfold one leg, then another, till at last they were all loose,
and away it ran. Then the little boy ran after his father, and heard the
history of spiders.
He told him a great deal about them. Then he talked to him of
other insects, which disguise themselves to escape the dangers
which they meet with.
He picked up a wood-louse, and laid it gently in his little hand.
There, said he, you see the wood-louse roll itself into a little ball, like
a pea: let it lie awhile and when it thinks that you do not observe it—
Boy. Ah! it unrolls.—O! it will run away: shall I not hold it?
Father. No, my dear, you would hurt it.
Boy. I would not hurt any creature.
Father. No! surely—He who made you, made all creatures to be
happy.
THE BIRD.
A boy was walking with his mother; he saw a bird fly past, with
some food in its mouth.
Boy. Is not that bird hungry? for I see that he carries his meat fast
in his mouth.
Mother. She is a mother bird, and has young ones in her nest.
Boy. Who makes the nest?
Mother. The old birds.
Boy. How do they make the nests?
Mother. Some make their nests of sticks; some of dry leaves;
some use clay; some straw: they use all sorts of things; each kind of
bird knows what is fit for its use.
Boy. What do they make nests for?
Mother. To nurse their young in.
Boy. And are they warm?
Mother. The old birds line them with moss, with wool, or with
feathers, to make them warm and soft.
Boy. Where do they get all these things?
Mother. They fly a great way to fetch them; and sometimes they
pluck their own breasts to supply down for their young to lie upon.
Boy. How kind they are!
Mother. So kind are good parents to their children.
Boy. Pray why do the birds sing?
Mother. One old bird sings whilst one sits on the eggs.
Boy. Why do they sit on the eggs?
Mother. To keep them warm, so that they may hatch.
Boy. What do you mean by that, pray, mother?
Mother. The young birds break the shells and come out.
Boy. What do they do then? do they fly?
Mother. Not at first: babes, you know, cannot walk.
Boy. But what do young birds do?
Mother. They lie in the nests, and gape for food.
Boy. And do they get it?
Mother. The old birds fly far and near to fetch it. You saw one with
some in its bill.
Boy. I see a bird now with some in its mouth.
Mother. Do not make a noise, lest you fright the poor thing.—
Hush! hush!—let us creep gently, and see the bird go to her nest.
They saw the bird alight on a bush just by: she hopped from twig
to twig till she got to the nest: she gave the little worm which she had
in her beak to her young, and then flew away in search of more.
Boy. Now may I talk?
Mother. Yes, my dear;—are you not pleased to see the birds?
Boy. Yes, mother.—When will the little ones fly?
Mother. When they have got all their feathers.
Boy. How will they learn?
Mother. The old birds will teach them to fly as I taught you to walk.
Boy. I hope the little birds will always love their mothers. I shall
always love you; mother, pray kiss me.
THE HAPPY FAMILY.
There were eight boys and girls of the name of Freelove; their kind
parents taught them to do as they were bid in all things. They were
the happiest children in the world; for, being used to control, they
thought it no hardship to obey their friends. When one of them had a
mind to do anything, and was not sure whether it would be right, he
went in to inquire, and was always content with the answer. If it was
proper, he was certain to have leave: and if it was not proper, he had
no longer a wish to do it, but was glad that he had asked.
Mr. and Mrs. Freelove took great pains with their children, and
taught them, as soon as they could learn, all that was proper for their
age; and they took delight in learning, so that it was a pleasure to
teach them.
Such a family is the most pleasing scene upon earth.
The children were all very fond of each other. No one had an idea
of feeling joy in which the rest did not share. If one child had an
apple, or a cake, he always parted it into eight pieces; and the owner
kept the smallest for himself; and when any little treasure was given
which could not be so divided, the rest were summoned to see it, to
play with it, and to receive all the pleasure which it could afford.
The little folks were fond of books: the elder ones would often lay
aside their own, to read aloud to the younger ones in such as were
suited to them. In short, they were a family of perfect love. Each boy
had a little piece of ground for a garden, in which he might work to
amuse himself. It would have made you smile to see how earnest
they were at their work—digging, planting, weeding, and sometimes
they had leave to water. Each was ready to lend any of his tools to
his brother. Each was happy to assist in any plan, if his brother
needed help.
The boys did the chief work in their sisters’ gardens; and their
greatest joy was to present little nosegays to their mother and
sisters.
There were sheep kept upon the lawn; the pretty creatures were
so tame that they would eat out of a person’s hand. You may believe
that the children were very fond of feeding them; they often gave
them their little barrow full of greens. There was no danger of the
little folks not thinking to perform so pleasing a task as this. One day
George was reading aloud to a younger brother, whose name was
William—‘Do as you would be done by.’
William. Pray what does that mean?
George. I will show you now; you hear the sheep bleat.
So he ran and got some greens, and gave to the sheep.
George. You see what it is to do as we would be done by; the poor
sheep are hungry and I feed them.
William. I should like to feed them; but I have no greens.
George. Here are some of mine: take some, and give to them.
William. I thank you, brother; now you do to me as you would wish
to be done by.
The next day, William saw a poor woman standing on the outside
of the iron gates. She looked pensive; and the child said:
What do you want, poor woman?
Woman. A piece of bread; for I have had none to eat.
William had a bit in his hand; he had just begun to eat it. He
stopped, and thought to himself—If I had nothing to eat, and I saw a
person who had a great piece of bread, what should I wish?—that he
should give me some. So the good child broke off all but a very little
bit, (for he was very hungry) and said,
You shall have this bread which the maid gave me just now. We
should ‘do as we would be done by.’
Good boy! said his mother, who chanced to pass that way, come
and kiss me. William ran to his dear mother, and hugged her; saying,
I am never so happy as when you say, good boy.
Mother. I was seeking for Mary to tell her that Mrs. Lovechild has
sent to have you all go with us: but for your reward, you shall carry
the message to the rest. Go; I know it will give you great pleasure to
rejoice your brothers and sisters.
THE FAIR.
James and Edward Franklin, with their Sisters, had leave to walk
about, and amuse themselves in a fair. They saw a great many
people who seemed very happy, many children merry and joyous,
jumping about, and boasting of their toys. They went to all the stalls
and bought little presents for those who were at home. They saw
wild beasts; peeped in show-boxes; heard drums, trumpets, fiddles,
and were as much pleased with the bustle around them, as you, my
little reader, would have been, had you been there.
Mrs. Franklin had desired them not to ride in a Merry-go-round,
lest they should fall and hurt themselves.
Did you ever see a Merry-go-round? If you never passed through
a country fair, I dare say you never did.
As they passed by, the children who were riding called, “will you
ride? will you ride?”
James. No, I thank you, we may not.
Edward. I should like it, if I might.
One girl called, “See how we ride!” One said, “O! how charming
this is!” One boy said, “You see we do not fall!”
James. I am not fearful; but my mother forbade us to ride.
One boy shouted aloud, “Come, come, you must ride; it will not be
known at home. I was bid not to ride, but you see I do.”
Just as he spoke, the part upon which he sat broke, and down he
fell.
In another part of the fair, the boys saw some children tossed
about in a Toss-about.
They were singing merrily the old nurse’s ditty:
“Now we go up, up, up,
“Now we go down, down, down,
“Now we go backward and forward,
“Now we go round, round, round.”
The voices sounded pleasantly to Ned’s ear; his heart danced to

the notes; jumping, he called to his brother James, “Dear James!
look! if I thought our mother would like it, I would ride so.”
James. My dear Ned! I am sure that mother would object to our
riding in that.
Ned. Did you ever hear her name the Toss-about?
James. I am certain that if she had known of it, she would have
given us the same caution as she did about the Merry-go-round.
Ned paused a moment; then said, “How happy am I to have an
elder brother who is so prudent!”
James replied—“I am not less happy that you are willing to be
advised.”
When they returned home, each was eager to relate his brother’s
good conduct; each was happy to hear his parents commend them
both.
THE STUBBORN CHILD.
Mr. Steady was walking out with his little son, when he met a boy
with a satchel on his shoulder, crying and sobbing dismally. Mr.
Steady accosted him, kindly inquiring what was the matter.
Mr. Steady. Why do you cry?
Boy. They send me to school: and I do not like it.
Mr. Steady. You are a silly boy! what! would you play all day?
Boy. Yes, I would.
Mr. Steady. None but babies do that; your friends are very kind to
you.—If they have not time to teach you themselves, then it is their
duty to send you where you may be taught; but you must take pains
yourself, else you will be a dunce.
Little Steady. Pray, may I give him my book of fables out of my
pocket?
Mr. Steady. Do, my dear.
Little Steady. Here it is—it will teach you to do as you are bid—I
am never happy when I have been naughty—are you happy?
Boy. I cannot be happy; no person loves me.
Little Steady. Why?
Mr. Steady. I can tell you why; because he is not good.
Boy. I wish I was good.
Mr. Steady. Then try to be so; it is easy; you have only to do as
your parents and friends desire you.
Boy. But why should I go to school?
Mr. Steady. Good children ask for no reasons; a wise child knows
that his parents can best judge what is proper; and unless they
choose to explain the reason of their orders, he trusts that they have
a good one; and he obeys without inquiry.
Little Steady. I will not say why again, when I am told what to do;
but will always do as I am bid immediately. Pray, sir, tell the story of
Miss Wilful.
Mr. Steady. Miss Wilful came to stay a few days with me; now she
knew that I always would have children obey me: so she did as I
bade her; but she did not always do a thing as soon as she was
spoken to; and would often whine out why?—that always seems to
me like saying—I think I am as wise as you are; and I would disobey
you if I durst.
One day I saw Miss Wilful going to play with a dog, with which I
knew it was not proper for her to meddle; and I said. Let that dog
alone.
Why? said Miss—I play with Wag, and I play with Phillis, and why
may I not play with Pompey.
I made her no answer—but thought she might feel the reason
soon.
Now the dog had been ill-used by a girl, who was so naughty as to
make a sport of holding meat to his mouth and snatching it away
again; which made him take meat roughly, and always be surly to
girls.
Soon after Miss stole to the dog, held out her hand as if she had
meat for him, and then snatched it away again. The creature
resented this treatment, and snapped at her fingers. When I met her
crying, with her hand wrapped in a napkin. “So,” said I, “you have
been meddling with the dog! Now you know why I bade you let
Pompey alone.”
Little Steady. Did she not think you were unkind not to pity her? I
thought—do not be displeased, father—but I thought it was strange
that you did not comfort her.
Mr. Steady. You know that her hand was not very much hurt, and
the wound had been dressed when I met her.
Little Steady. Yes, father, but she was so sorry!
Mr. Steady. She was not so sorry for her fault, as for its
consequences.
Little Steady. What, father?
Mr. Steady. Her concern was for the pain which she felt in her
fingers; not for the fault which had occasioned it.
Little Steady. She was very naughty, I know; for she said that she
would get a pair of thick gloves, and then she would tease Pompey.
Mr. Steady. Naughty girl! how ill-disposed! then my lecture was
lost upon her. I bade her while she felt the smart, resolve to profit by
Pompey’s lesson; and learn to believe that her friends might have
good reasons for their orders; though they did not think it proper
always to acquaint her with them.
Little Steady. I once cut myself with a knife which I had not leave
to take; and when I see the scar, I always consider that I ought not to
have taken the knife.
Mr. Steady. That, I think, is the school-house; now go in, and be
good.
THE PICTURES.
Mrs. Lovechild had one room in her house fitted up with books,
suited to little people of different ages.—She had likewise toys, but
they were such as would improve, as well as amuse her little friends.
The book-room opened into a gallery, which was hung with prints
and pictures, all chosen with a view to children. All designed to teach
little folks while they were young; in order that when they grew up,
they might act worthily.
There were written accounts of each picture, with which her
ladyship would often indulge good children.
Sometimes she walked about herself and explained a few of the
pictures to her little guests.
One day I chanced to be present when she was showing a few of
them to a little visiter; and I think my young reader may like to hear
what passed.
Mrs. Lovechild. That is Miss Goodchild.—I have read an account
of her, written by her mother.
Miss. Pray, madam, what was it?
Mrs. Lovechild. It is too long to repeat now, my dear; but I will tell
you a part.—She was never known to disobey her parents; never
heard to contradict her brothers or sisters; nor did she ever refuse to
comply with any request of theirs.—I wish you to read her character,
for she was a pattern of goodness.
Miss. Pray, madam, was she pretty?
Mrs. Lovechild. She had a healthful color: and her countenance
was sweet, because she was always good-humored.—That smile on
her mouth seems to say—I wish you all happy; but it was not for her
beauty, but her goodness, that she was beloved: and on that account
only did I wish for her picture.
Miss. Pray, madam, why is that boy drawn with a frog in his hand?
Mrs. Lovechild. In memory of a kind action which he did to a poor
harmless frog.—You shall hear the whole story.—I was taking my
morning walk pretty early one day, and I heard a voice say, “Pray do
not kill it; I will give you this penny, it is all I have, and I shall not mind
going without my breakfast, which I was to have bought with it.”
“You shall not lose your meal!” exclaimed I; “nor you, naughty
boys, the punishment which you deserve for your cruel intention.”
Miss. Pray, madam, what was the good boy’s name?
Mrs. Lovechild. Mildmay! he was always a friend to the helpless.
Miss. How cruel it is in a great boy to be a tyrant!
Mrs. Lovechild. Dunces are often cruel.—My young friend
redeemed a linnet’s nest from a stupid school-fellow, by helping him
in his exercise every day for a fortnight, till the little birds were flown.
Here a servant entered the gallery, and announced company,
which put an end to Mrs. Lovechild’s account of the picture.
THE HEDGE-HOG.
Master William Gentle was riding on the back of his dog Cæsar,
when his grandfather called to him and invited him to take a walk.
They went out together, and as they were walking, they met some
boys who had a hedge-hog, which they were going to hunt.—Mr.
Gentle ordered them to release it.—The boys pleaded that the
hedge-hog would injure the farmers by sucking their cows, and that it
therefore ought to be killed.

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ABCs of Relationship Selling through

Service 12th Edition Futrell Test Bank

Chapter 06 Prospecting: The Lifeblood of Selling

True / False Questions

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

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

Explanation: As in most professions, success in selling often requires as much or more

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

11. Successful prospecting requires a strategy.

25. A prospect pool generally includes orphaned customers.

27. Obtaining referrals is a continuous process for salespeople.

Level of Difficulty: Easy

32. The most successful salespeople never experience call reluctance.

Multiple Choice Questions

44. Which of the following occurs before the sales presentation?

48. Why do salespeople constantly search for new prospects?

49. _____ is the lifeblood of sales because it identifies potential customers.

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

Level of Difficulty: Medium

61. Which of the following statements holds true of e-prospecting?

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

Level of Difficulty: Easy

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

75. The two best sources of future sales are:

76. Orphaned customers are best described as the:

Learning Objective: 06-03

82. The members of a sales lead club most likely:

Learning Objective: 06-03

85. A salesperson would most likely participate in a trade show to:

Topic: Prospecting Methods

94. What is a benefit of direct-mail prospecting?

Level of Difficulty: Medium

95. _____ is a marketing communication system using telecommunication technology and

98. Which of the following statements about telephone prospecting is true?

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

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

109. The main sources for a prospect pool are:

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

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

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

Learning Objective: 06-05

128. Describe the sales process.

129. Define a qualified prospect.

Boy. Where is James.

The voices sounded pleasantly to Ned’s ear; his heart danced to

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