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.