124) According to a study by Behavioral Sciences Research Press, the problem of call reluctance
in sales is widespread and costly. Which of the following findings is true?
A) Some 96 percent of all new salespeople who fail within their first year do so because of
insufficient prospecting activity.
B) Eighty percent of all sales veterans experience one or more episodes of call reluctance severe
enough to threaten their continuation in sales.
C) The call-reluctant salesperson loses more than 50 new accounts per month to competitors.
D) In some cases, the call-reluctant salesperson loses $50,800 per month in gross sales.
E) Call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have
learned to manage their fear.
125) According to the text, all of the following are key elements to developing close contacts in
the prospect’s firm EXCEPT:
A) trust.
B) pride.
C) timing.
D) respect.
E) friendship.
126) Because they are so busy, many executives have filtration systems to protect their time. In
order to get through this system, you, as a professional salesperson, should do all of the
following EXCEPT:
A) not waste time waiting.
B) develop friends in the prospect’s firm.
C) call at the right time on the right person.
D) believe in yourself.
E) follow the prospect.
127) Jimmy Gonzalez sells medical supplies. He has just been told by the purchasing agent’s
secretary that he cannot see the prospect immediately but that he will have to wait. What should
Gonzalez do?
A) Get angry and leave
B) Experience call reluctance
C) Wait for a short time and then ask to reschedule
D) Use the waiting to unwind
E) Engage the secretary in conversation
128) According to the text, all of the following are potential reasons why asking for an
appointment by email is a good idea, EXCEPT:
A) Emails offer flexibility to both the salesperson and a prospect.
B) Emails require immediate responses
C) Through emails you show respect to your prospects’ time
D) A professionally written email message that clearly and succinctly outlines the background
and presents the reasons for the meeting surely captures a prospect’s attention
E) Emails are suitable for a prospect who does not like to take decisions in haste.
129) CRM technology can assist the firm and its salesforce in the prospecting process through all
of the following ways, EXCEPT:
A) Serving as a repository for varying information about potential leads
B) Providing tools to segment the pool of potential customers
C) Eliminating any central storage area for each prospect’s information
D) Enabling scoring of prospects to help the salesperson prioritize her efforts
E) Generating reports to better understand the movement of prospects through the sales process
130) As per the text, all of the following can be categorized as key features of CRM technology
when applied to the prospecting, EXCEPT:
A) Lead Generation and Tracking via Marketing Automation
B) Contact Management
C) Product training and testing
D) Data Integration and Learning
E) Pipeline Management
131) Describe the sales process.
132) Define a qualified prospect.
133) In Moore’s sales training class, he was told never to ask a current customer about anyone
else who could use the products he sold. He was also told that referrals were important to his
success as a salesperson. Explain to Moore how the two statements do not contradict each other.
134) What are orphaned customers?
135) Briefly describe the center of influence method of prospecting.
136) Briefly describe how social media platforms can be used to find prospects.
137) Judith sells home security systems and has just been told by her sales manager to use the
observation method of prospecting. Being a recent college graduate, Judith is only familiar with
observation as a tool of marketing research. Give Judith a specific example of how she can use
the observation method to prospect.
138) What is the primary reason why salespeople engage in networking?
139) Amy is an inexperienced salesperson. She wants to be able to use the optimal prospecting
method for each particular sales situation. What three criteria should she use to determine what
the best prospecting method is for a situation?
140) What are the four main components of a prospect pool? What information is available to
salespeople about each component?
141) Briefly describe the parallel referral sale.
142) Most executives are so busy, that they have filtration systems to protect their time. How do
professional salespeople successfully navigate their way through such filtration systems?
143) Briefly describe social sales technology.
144) Briefly describe how salespeople and firms are applying CRM technology to prospecting.
145) Why does the text describe prospecting as the “lifeblood of sales”?
146) What two terms are used to describe prospects before they become qualified?
147) Which method of prospecting is based on the law of averages?
148) Who are appropriate members for a sales lead club?
149) There are many ways to find new prospects. Which method is generally considered the
most reliable and effective?
150) What is the first step to combat call reluctance?
151) What prospecting methods are best for contacting numerous prospects in a large area?
152) Innovative Installers provides a variety of services related to office space and relocations
such as installing modular office furniture and providing space planning and layout consultations
Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The
company was founded in 1992. It had more than $2 million sales in 2003. The company uses a
variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not know of
the company’s existence.
Evans and Heldris are expressing concern about:
A) hiring methods.
B) sales techniques.
C) prospecting strategies.
D) communication issues.
E) the entire sales process.
153) Innovative Installers provides a variety of services related to office space and relocations
such as installing modular office furniture and providing space planning and layout consultations
Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The
company was founded in 1992. It had more than $2 million sales in 2003. The company uses a
variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not know of
the company’s existence.
The siblings use the corporate Web site to inform potential customers about the services their
company offers. The Web address is included in all of the company’s advertising. In other words,
Evans and Heldris are using:
A) prospecting on the web.
B) direct communication.
C) direct sales.
D) Internet dialoguing.
E) cold sales.
154) Innovative Installers provides a variety of services related to office space and relocations
such as installing modular office furniture and providing space planning and layout consultations
Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The
company was founded in 1992. It had more than $2 million sales in 2003. The company uses a
variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not know of
the company’s existence.
When the company uses cold calling to find potential customers, it is basing its methodology on:
A) Sherman’s Law of Referrals.
B) the law of comparative advantage.
C) the iceberg principle.
D) the 80-20 rule.
E) the law of averages.
155) Innovative Installers provides a variety of services related to office space and relocations
such as installing modular office furniture and providing space planning and layout consultations
Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The
company was founded in 1992. It had more than $2 million sales in 2003. The company uses a
variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not know of
the company’s existence.
Evans and Heldris will participate in a trade show targeted at small businesses next April. What
can they do to increase the probability that they will get business from their appearance at the
trade show?
A) Respect the privacy of booth visitors
B) Set up their display to maximize its visibility
C) Avoid being assertive when contacting potential customers
D) Recognize that any type of premiums may be interpreted as bribes
E) Practice communicating thirty to forty points to get your message across
156) Innovative Installers provides a variety of services related to office space and relocations
such as installing modular office furniture and providing space planning and layout consultations
Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The
company was founded in 1992. It had more than $2 million sales in 2003. The company uses a
variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris
believe the company could better communicate with potential customers who may not know of
the company’s existence.
To successfully use direct mail as a means of locating potential customers, the company must:
A) have low postage costs.
B) mail only to people who have MAD.
C) have a large database of possible customers.
D) have an in-house operation for printing and mailing.
E) prequalify recipients before sending out advertisements.