Ch. 6 Engagement Questions

In the context of prospecting methods, arrange the steps involved in initiating telemarketing ventures in the correct order of occurrence. (Place the first step at the top.) People call into a call center after seeing the featured 800 phone number, and trained specialists handle it Trained specialist may take an order from callers or transfer them to a telephone selling or teleselling unit An 800 phone number is featured in print, Internet, or television advertisements

1. An 800 phone number is featured in print, Internet, or television advertisements 2. People call into a call center after seeing the featured 800 phone number, and trained specialists handle it 3. Trained specialist may take an order from callers or transfer them to a telephone selling or teleselling unit

Bunim, a salesperson, plans to set up a sales lead club as a method of prospecting. Arrange the steps that he should take to set up the club in the correct order of occurrence. (Place the first step at the top.) He should establish administrative policies and responsibilities to keep the club on track He should develop a formal mission statement for the club He should develop guidelines for what constitutes a good lead and track prospect information and effectiveness

1. He should develop a formal mission statement for the club 2. He should establish administrative policies and responsibilities to keep the club on track 3. He should develop guidelines for what constitutes a good lead and track prospect information and effectiveness

Arrange the steps of the selling process Close the presentation after trial closing the sales presentation Make the sales presentation to the customer Trial close the sales presentation, and determine and meet the customers objection, if any Plan the preappraoch, and approach the customer Identify the customer Follow up with the customer, and provide service to the customer

1. Identify the customer 2. Plan the preapproach, and approach the customer 3. Make the sales presentation to the customer 4. Trial close the sales presentation, and determine and meet the cusotmer's objection, if any 5. Close the presentation after trial closing the sales presentation 6. Follow up with the customer, and provide service to the customer

Arrange the steps before a sales presentation Preapproach planning Obtaining an appointment Prospecting

1. Prospecting 2. Obtaining an appointment 3. Preapproaching planning

A salesperson's initial contact with his or her prospects during the presentation phase of the referral cycle plants the seed for the beginning of the parallel referral sale. In this context, arrange the steps involved in this phase in the correct order of occurrence. (Place the first step at the top.) The salesperson should take a moment to explain to his or her prospects what will happen during the time they will be together When appropriate, the salesperson should mention the referrals to the prospects The salesperson should build rapport and help break down any barriers between the prospects and their perception of him or her as a salesperson When appropriate, the salesperson should mention the referrals to the prospects

1. The salesperson should build rapport and help break down any barriers between the prospects and their perception of him or her as a salesperson 2. The salesperson should take a moment to explain to his or her prospects what will happen during the time they will be together When appropriate, the salesperson should mention the referrals to the prospects 3. When appropriate, the salesperson should mention the referrals to the prospects

In the context of the steps before a sales presentation, which of the following is stated by a rule of thumb? A. A good sales process includes 20 percent presentation, 40 percent preparation, and 40 percent follow-up, particularly when selling large accounts. B. Salespeople engage in practices such as backdoor selling before making a sales presentation to build their customers' trust on them. C. Selling happens even if salespeople do not prospect. D. A fruitful sales process does not include a trial close.

A. A good sales process includes 20 percent presentation, 40 percent preparation, and 40 percent follow-up, particularly when selling large accounts.

Identify the true statements about exhibitions and demonstrations as a prospecting method. (Check all that apply.) A. A salesperson should understand that success from these methods stems from preparation. B. Firms that use these methods have the advantage of contacting people who are spread across an extended geographical area without using salespeople. C. They mainly involve finding people in a community who are willing to cooperate in helping to find prospects. D. They give a salesperson extensive contact with a large number of potential buyers over a brief time.

A. A salesperson should understand that success from these methods stems from preparation. D. They give a salesperson extensive contact with a large number of potential buyers over a brief time.

Zoya, a salesperson, plans to phone a prospect to make a sales appointment. Identify the guidelines that should be followed by Zoya in this scenario. (Check all that apply.) A. During the call, she should ask the prospect for an interview so that she can explain product benefits. B. She should compose a comprehensive sales message that stresses product features over benefits. C. During the call, she should not deliver her appointment request to the prospect as a question. D. She should not take no for an answer and be persistent even if there is a negative response to the call.

A. During the call, she should ask the prospect for an interview so that she can explain product benefits. D. She should not take no for an answer and be persistent even if there is a negative response to the call.

Abraham is a salesperson. Identify the guidelines that Abraham should follow for cultivating his network to dramatically increase his referral business. (Check all that apply.) A. He should make sure that he gets business cards from networking prospects. B. He should send a handwritten thank-you note after he receives a lead only if it results in a sale. C. He should make sure that 99 percent of his first conversation with a networking prospect should be about his own work. D. He should ensure that he stays on his contacts' minds by sending them something, such as notepads with his name and picture, every month.

A. He should make sure that he gets business cards from networking prospects. D. He should ensure that he stays on his contacts' minds by sending them something, such as notepads with his name and picture, every month.

Identify the true statements about the cold canvass prospecting method. (Check all that apply.) A. It depends only on the volume of cold calls made and is based on the law of averages. B. It is typically employed by door-to-door salespeople. C. It is also known as the endless chain referral method. D. It requires complete knowledge about the individual a salesperson cold-calls on.

A. It depends only on the volume of cold calls made and is based on the law of averages. B. It is typically employed by door-to-door salespeople.

Which of the following is true about direct-mail prospecting used by selling firms? A. It incurs a relatively low cost when compared to the cost of using salespeople. B. It is based on the law of averages. C. It is mainly employed by door-to-door salespeople. D. It is also known as the endless chain referral method of prospecting.

A. It incurs a relatively low cost when compared to the cost of using salespeople.

In an organizational context, identify a true statement about prospecting. A. It is a skill that can be continually improved by a dedicated salesperson. B. It refers to employee disclosure of an employer's illegal practices. C. It refers to planning a sales call on a customer or prospect. D. It is the process of governing employee behavior with respect to what is right or wrong.

A. It is a skill that can be continually improved by a dedicated salesperson.

Marwa, a salesperson, plans to set up a sales lead club as a method of prospecting. In this scenario, identify the guidelines that should be followed by Marwa to get started. (Check all that apply.) A. She should charge dues to ensure commitment. B. She should declare that the club is an informal venture. C. She should allow membership to only one salesperson from each specific field. D. She should categorize the members into two groups based on their gender.

A. She should charge dues to ensure commitment. C. She should allow membership to only one salesperson from each specific field.

Salespeople can use online events such as a webinar as part of prospecting to find potential buyers. Identify the guidelines that should be followed by salespeople when developing such a webinar. (Check all that apply.) A. They should work diligently to ensure that the webinar is perceived as valuable to the attendees. B. They should ignore questions that may get asked during the webinar to avoid interruptions. C. They should make sure that they sell the product during the webinar. D. They should be focused on their customers.

A. They should work diligently to ensure that the webinar is perceived as valuable to the attendees. D. They should be focused on their customers.

In the context of an organization, what is the overall goal of the prospecting process? A. To identify and increase the possibility of finding new customers B. To increase the organization's employee retention rate through new compensation policies C. To work on retaining existing customers instead of gaining new customers D. To ensure that there is at least one salesperson assigned to each existing customer

A. To identify and increase the possibility of finding new customers

A person or a firm that has the potential to become a customer is called a(n) _____. A. lead B. promoter C. executive D. anchor

A. lead

Which of the following are true about salespeople's practice of making an appointment before calling on prospects? (Check all that apply.) A. Appointment making is often associated with a casual, rather than a professional, image. B. A list of appointments helps a salesperson optimally allocate each day's selling time. C. From a prospect's point of view, cold calling is usually considered more appropriate than appointment making. D. According to salespeople, an appointment provides a time set aside for a prospect to listen to a sales presentation.

B. A list of appointments helps a salesperson optimally allocate each day's selling time. D. According to salespeople, an appointment provides a time set aside for a prospect to listen to a sales presentation.

Hassan, a salesperson, plans to phone a prospect to make a sales appointment. Identify the guidelines that should be followed by Hassan in this scenario. (Check all that apply.) A. During the call, Hassan should deliver his appointment request to the prospect as a statement rather than as a question. B. Before making the call, Hassan should make sure that he plans and writes down what he will say. C. When making the call, Hassan should state the call's purpose and briefly outline how the prospect may benefit from the interview. D. If the prospect has a negative reaction to the call, Hassan should hang up the phone immediately.

B. Before making the call, Hassan should make sure that he plans and writes down what he will say. C. When making the call, Hassan should state the call's purpose and briefly outline how the prospect may benefit from the interview.

Identify the true statements about the cold canvass prospecting method. (Check all that apply.) A. It requires complete knowledge about the individual a salesperson cold-calls on. B. It is typically employed by door-to-door salespeople. C. It is also known as the endless chain referral method. D. It depends only on the volume of cold calls made and is based on the law of averages.

B. It is typically employed by door-to-door salespeople. D. It depends only on the volume of cold calls made and is based on the law of averages.

Identify the ways in which prospecting aids a firm. (Check all that apply.) A. Prospecting helps the firm automate customer service. B. Prospecting is a source to replace lost customers. C. Prospecting helps the firm increase sales. D. Prospecting lets salespeople engage in backdoor selling.

B. Prospecting is a source to replace lost customers. C. Prospecting helps the firm increase sales.

The past experience of Priya, a salesperson, shows that 2 people out of 10 will buy a product. Based on this, she concludes that 100 sales calls could result in 20 sales. Thus, she contacts in person, by phone, and/or by mail as many leads as possible, recognizing that a certain percentage of people approached will buy. Which of the following prospecting method is exemplified in this scenario? A. The endless chain referral method B. The cold canvass method C. The center of influence method D. The observation method

B. The cold canvass method

Richard, a salesperson, works for a computer manufacturer. He notices that a firm is opening its new branch in his town and, therefore, considers the firm a lead. Which of the following prospecting method is used by Richard in this scenario? A. Direct-mail prospecting B. The observation method C. Telephone prospecting D. The cold canvass method

B. The observation method

Using the center of influence prospecting method, a salesperson can find and cultivate people in a community or territory who are willing to cooperate in helping to find prospects. Identify the true statement about these people. (Check all that apply.) A. They mainly include trainee sales executives who work for a major competitor in the same geographic area. B. They usually possess a particular position that includes some form of power over other people. C. They typically have information that allows the salesperson to identify good prospects. D. They typically include salespeople who are selling competing products.

B. They usually possess a particular position that includes some form of power over other people. C. They typically have information that allows the salesperson to identify good prospects.

When does the presentation phase of the referral cycle actually begin? A. When a salesperson makes initial contact with her or her prospects via telephone B. When a salesperson sits down with his or her prospects for the purpose of making a sales pitch C. When a salesperson starts discussing the product being offered with his or her prospects D. When a salesperson asks his or her prospects for referrals in a professional manner

B. When a salesperson sits down with his or her prospects for the purpose of making a sales pitch

Identify the true statements about teleprospecting, or telephone prospecting. (Check all that apply.) A. When used to contact a large number of prospects across a vast area, teleprospecting is far less costly than direct-mail prospecting. B. When used to contact a large number of prospects across a vast area, teleprospecting is far less costly than using a canvassing sales force. C. Teleprospecting could be described as a process to qualify a prospect and to determine if a firm is the right fit for a product. D. Unlike telemarketing, teleprospecting uses a script when contacting prospects rather than applying critical sales behaviors.

B. When used to contact a large number of prospects across a vast area, teleprospecting is far less costly than using a canvassing sales force. C. Teleprospecting could be described as a process to qualify a prospect and to determine if a firm is the right fit for a product.

Satisfied customers are likely to buy again from the salesperson, and a satisfied customer often recommends the salesperson to someone he or she knows. This is a method of prospecting called the _____. A. cold canvass method B. endless chain referral method C. center of influence method D. observation method

B. endless chain referral method

Salespeople should make and use contacts. The term given to making and using contacts is _____. A. scaling B. networking C. centralizing D. churning

B. networking

In the context of a firm's customer relationship management (CRM) system, understanding the potential for business in the immediate term (current customers) and future term (prospects) is considered the primary goal of _____. A. marketing automation B. pipeline management C. contact management D. lead generation

B. pipeline management

In some industries, the monitoring, interpreting, and seeking understanding of buyer-based actions and communication is called _____. A. lead scoring B. social listening C. cold canvassing D. bulk breaking

B. social listening

A salesperson should use certain criteria in developing the best prospecting method. Which of the following are these criteria? (Check all that apply.) A. With new products, restrict sales to present customers only B. Concentrate on low-potential customers first, leaving for later prospects of higher potential C. Customize or select a prospecting method that fits the specific requirements of an individual firm D. Always call back on prospects who did not buy

C. Customize or select a prospecting method that fits the specific requirements of an individual firm D. Always call back on prospects who did not buy

Who among the following salespeople is most likely at the point where the product delivery phase of the referral cycle begins? A. Josefina who sits down with her prospects for the purpose of making a sales presentation B. Miguel who plans to make initial contact with his prospects via telephone C. Farid who identifies the precise moment that his product becomes of value to his customer D. Farid who identifies the precise moment that his product becomes of value to his customer

C. Farid who identifies the precise moment that his product becomes of value to his customer

A salesperson should use certain criteria in developing the best prospecting method. Identify one of these criteria. A. Copy another company's prospecting method rather than adapting it B. With new products, restrict sales to present customers only C. Focus on high-potential customers first, leaving for later prospects of lower potential D. Avoid calling back on prospects who did not buy

C. Focus on high-potential customers first, leaving for later prospects of lower potential

Fernando, a salesperson, is in the preapproach contact phase of the referral cycle. He plans to contact his prospects via telephone. Identify a guideline that should be followed by Fernando in this scenario. A. He should understand that prospects will never hang up the phone even if they think that an attempt is being made to sell them something. B. He should avoid mentioning that a firm or a business acquaintance of the prospects recommended that he call. C. He should understand that the effectiveness of his approach will be the deciding factor in determining whether he is given the chance to make a sales presentation. D. He should hang up the phone if, in the first several seconds, he senses the prospects' feelings of discomfort.

C. He should understand that the effectiveness of his approach will be the deciding factor in determining whether he is given the chance to make a sales presentation.

Identify a true statement about the parallel referral sale. A. It is ideal for salespeople to avoid nurturing the parallel referral sale when making an appointment with a prospect. B. It should be considered more important than the product sale. C. It should be given equal significance, effort, and emphasis as the product sale, and this is the key to the referral cycle. D. It is the least significant component of the referral cycle.

C. It should be given equal significance, effort, and emphasis as the product sale, and this is the key to the referral cycle.

Salespeople can access comments and posts of prospects, download documents and white papers, and study background information about their potential customers through a popular social networking website for businesses and their employees called _____. A. Periscope B. SHAREit C. LinkedIn D. Pinterest

C. LinkedIn

_____ is the lifeblood of sales because it identifies potential customers. A. Expropriating B. Churning C. Prospecting D. Hedging

C. Prospecting

Countermeasures for call reluctance are many and are based on the type of reluctance experienced by a salesperson. Which of the following are part of the initial step of taking these measures? (Check all that apply.) A. The salesperson assessing other salespeople's call reluctance B. The salesperson admitting that his or her call reluctance lets him or her engage in selling practices such as backdoor selling C. The salesperson admitting that his or her call reluctance is restricting him or her from helping others and earning what he or she is worth D. The salesperson accepting that he or she has call reluctance

C. The salesperson admitting that his or her call reluctance is restricting him or her from helping others and earning what he or she is worth D. The salesperson accepting that he or she has call reluctance

Identify the true statements about salespeople's practice of making an appointment before calling on prospects. (Check all that apply.) A. Prospects are generally less receptive when a salesperson makes an appointment with them than when an unfamiliar salesperson pops in. B. Appointment making is often associated with a casual, rather than a professional, image. C. This practice can save a salesperson hours in time wasted traveling and waiting to see a prospect who is busy or even absent. D. Appointment making is occasionally considered an outward gesture of respect toward prospects.

C. This practice can save a salesperson hours in time wasted traveling and waiting to see a prospect who is busy or even absent. D. Appointment making is occasionally considered an outward gesture of respect toward prospects.

Prospecting via the _____ method involves finding and cultivating people in a community or territory who are willing to cooperate in helping to find prospects. A. endless chain referral B. cold canvassing C. center of influence D. telemarketing

C. center of influence

Orphans

Company records provide the salesperson's only information about these past customers.

Identify a true statement about direct-mail prospecting used by selling firms. A. It mainly requires salespeople to make outbound calls to targeted groups of consumers. B. It is more expensive than using salespeople. C. It is also known as telemarketing. D. It helps contact large numbers of people, who may be spread across an extended geographical area.

D. It helps contact large numbers of people, who may be spread across an extended geographical area.

Identify a true statement about the parallel referral sale. A. It is the least significant component of the referral cycle. B. It should be considered more important than the product sale. C. It is ideal for salespeople to avoid nurturing the parallel referral sale when making an appointment with a prospect. D. It should be given equal significance, effort, and emphasis as the product sale, and this is the key to the referral cycle.

D. It should be given equal significance, effort, and emphasis as the product sale, and this is the key to the referral cycle.

Which of the following is the first step in the selling process? A. Bulk breaking B. Promoting C. Trial closing D. Prospecting

D. Prospecting

Maria is a salesperson. Identify a guideline that should be followed by Maria when dealing with a referral. A. She should be sure to treat the referral in a casual, rather than a professional, manner. B. She should always refrain from tracking the referral after a sale. C. She should avoid communicating with the referral after getting more referrals from him or her. D. She should always follow through on what she has told the referral.

D. She should always follow through on what she has told the referral.

In the context of prospecting methods, customers whose salesperson has left the company are called _____. A. impulsive customers B. loyal customers C. discount customers D. orphaned customers

D. orphaned customers

Hailey, a salesperson, makes an appointment with Griffin, a prospect. She calls Griffin for the first time and mentions that one of Griffin's business acquaintances recommended that she call. In this scenario, Hailey is most likely in the _____ phase of the referral cycle. A. service and follow-up B. product delivery C. presentation D. preapproach contact

D. preapproach contact

True or false: A salesperson should avoid contacting or developing relationships with orphaned customers.

False

High-quality service

Helps a salesperson build a very professional and caring image that customers are not afraid of sharing with their family, friends, and business associates

High-quantity service

Helps keep a salesperson and the salesperson's product fresh in a customer's mind

Martha is planning to make telephone calls to leads, referrals, orphans, or customers tonight.

She should ideally begin the referral cycle in the preapproach phase.

Marthe has a sales pitch at 11 a.m. today

She should ideally begin the referral cycle in the presentation phase.

Martha is providing a client with a good or service

She should ideally begin the referral cycle in the product delivery phase.

Any social interaction-enhancing technology that can be deployed by sales professionals to generate content (e.g., blogs, microblogs, wikis) and develop networks (e.g., social networks, online communities) is known as __________ __________ _________

Social sales technology

Lead Scoring

The CRM system allows the selling firm to input qualifying criteria for this process, and it can then provide the ratings, which lets the sales team prioritize their efforts and resources quickly and efficiently.

Data Integration and Learning

The CRM system combines all of the information about leads and best practices for prospecting and nurturing relations and shares the results across the organization.

Contact Management

The CRM system lets a salesperson create a central storage area for each prospect's information, and this accessibility allows each salesperson to learn about the prospect.

Referrals

They are people and firms the salesperson frequently knows very little about other than what he or she learned from the source itself.

Leads

They are people and firms the salesperson knows nothing, or very little, about.

The salesperson's customers

They are the most important prospects for future sales.

Pipeline Management

This function aids salespeople in generating reports to better understand the movement of prospects through the sales process.

True or false: Almost all selling professions have some type of product delivery phase.

True

True or false: From a business standpoint, developing new customers through prospecting plays a significant role because customers purchase products and services and thereby generate revenue.

True

True or false: It is possible for a salesperson who mistreats a referral to lose the referring customer and the prospect.

True

True or false: Salespeople can use exhibitions and demonstrations, which frequently take place at trade shows and other types of special interest gatherings, as a prospecting method.

True

True or false: Social listening provides a means of understanding the needs of customers

True

True or false: The most recent development in prospecting is the use of social media tools and platforms such as LinkedIn, Facebook, and others to find potential buyers.

True

___________ __________ refers to not wanting to contact a prospect or customer. This tricky demon assumes a dozen faces and comes disguised as a salesperson's natural tendencies.

call reluctance

In the context of the referral cycle, the performance of any helpful or professional work or activity for a person, family, or organization is called ____________ __________

customer service

teleprospecting

it applies critical sales behaviors

telemarketing

it does not apply critical sales behaviors

In the context of the prospecting process, ____________ _________ focuses on establishing a group of firms and individuals that may be in the target market for a firm's product or service.

lead generation

A salesperson often can find prospects by constantly watching what is happening in the sales area. This is known as the __________ _________ of prospecting.

observation method

Salespeople must sell a product, plus sell a prospect on providing referrals. This is known as the ____________ ____________ __________.

parallel referral stage

In the context of a firm's customer relationship management (CRM) system, understanding the potential for business in the immediate term (current customers) and future term (prospects) is considered the primary goal of _____. A. marketing automation B. contact management C. lead generation D. pipeline management

pipeline management

In the context of prospecting, a group of names gathered from various sources is called a(n) __________ ___________

prospect pool

A person or organization recommended to a salesperson by someone who feels that this person or organization could benefit from the salesperson or the salesperson's product is called a(n) ________________.

referral

The ___________ ___________ provides guidelines for a salesperson to ask for referrals in four commonly faced situations: preapproach, presentation, product delivery, and service and follow-up.

referral cycle

A sequential series of actions by a salesperson that leads toward a prospect or customer taking a desired action and ends with a follow-up to ensure purchase satisfaction is known as the ____________ _________.

sales process

In the context of prospecting methods, _____________ is a marketing communication system using telecommunication technology and trained personnel to conduct planned, measurable marketing activities directed at targeted groups of consumers.

telemarketing