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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:
6-45
130. 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.
Answer: A referral is a person or organization recommended to you by someone who feels
that person or organization can benefit from your product. Customer referrals are one of the
two best sources for prospects. However, the salesperson should not ask, "Do you know
anyone else who could use my products?" Rarely are clients eager to judge whether
colleagues are prepared to make a purchase. Instead, Moore should ask whether his customer
knows any other individuals or organizations that might benefit from him or his products.
Blooms: Analyze
AACSB: Analytic
131. What are orphaned customers?

Answer: Customers become orphans when the salesperson with which they were dealing
leaves the employer and takes another job.
Blooms: Remember
AACSB:
132. Briefly describe the center of influence method of prospecting.

Answer: Prospecting via the center of influence method involves finding and cultivating
These people 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.
Blooms: Understand
AACSB:
6-46
133. 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.
Answer: The observation method for marketing research and for prospecting is basically the
same process. Judith needs to watch what is happening in her sales territory—in other words,
keep her eyes and ears open. Students' examples will vary according to their level of
creativity. The most likely example will involve watching for new homeowners.
Blooms: Apply
AACSB:
134. What is the primary reason why salespeople engage in networking?

Answer: The goal of networking is to position yourself in the minds of each of your contacts
so when one of these contacts or someone he/she knows, needs your type of product, you are
the only possible resource that comes to mind.
Blooms: Understand
AACSB:
135. 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?
Answer: (1) Choose a prospecting method that fits the individual needs of the individual firm.
(2) Concentrate on high potential customers first. (3) Always call back on prospects who do
not buy.
Blooms: Understand
AACSB:
6-47
136. What are the four main components of a prospect pool? What information is available to
salespeople about each component?
Answer: The four main sources for a prospect pool are leads, referrals, orphaned customers,
and current customers. Leads are people and organizations you know nothing or very little
about. Referrals are people or organizations that you know very little about other than what
you learned from the referral. All you really know about orphaned customers is provided by
company records. You should know everything necessary about your customers.
Blooms: Understand
AACSB:
137. Briefly describe the parallel referral sale.

Answer: In the parallel referral sale, salespeople sell the product to the prospect and sell the
prospect on providing referrals at the same time.
Blooms: Understand
AACSB:
138. 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?
Answer: A salesperson navigates through an executive's filtration system by (1) being
determined to see the executive and believing it can be done, (2) developing friends within the
firm, and (3) optimizing time by calling only on individuals who make or participate in the
purchase decision.
Blooms: Understand
AACSB:
Short Answer Questions
139. Why does the text describe prospecting as the "lifeblood of sales"?
Answer: Prospecting is described as the "lifeblood of sales" because it identifies potential
customers which are essential to a salesperson’s success.
Blooms: Understand
AACSB:
6-48
140. What two terms are used to describe prospects before they become qualified?
Answer: A lead or a suspect
Blooms: Remember
AACSB:
141. Which method of prospecting is based on the law of averages?

Answer: The cold canvass prospecting method is based on the law of averages.
Blooms: Understand
AACSB:
142. Who are appropriate members for a sales lead club?

Answer: Salespeople in related but noncompetitive fields.
Blooms: Understand
AACSB:
143. There are many ways to find new prospects. Which method is generally considered the
most reliable and effective?
Answer: Networking.
Blooms: Remember
AACSB:
6-49
144. What is the first step to combat call reluctance?

Answer: Admit that you have call reluctance.
Blooms: Understand
AACSB:
145. What prospecting methods are best for contacting numerous prospects in a large area?
Answer: Telemarketing and direct mail
Blooms: Understand
AACSB:
Multiple Choice Questions
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.
146. Evans and Heldris are expressing concern about:

A. hiring methods.
B. sales techniques.
C. prospecting strategies.
D. communication issues.
E. the entire sales process.
Answer: c
Blooms: Understand
AACSB:
Explanation: Evans and Heldris are concerned about the prospecting strategies and methods
used by the firm. A successful salesperson continually evaluates prospecting methods,
comparing results and records with the mode of prospecting used in pursuit of a prospecting
strategy that will result in the most effective contact rate.
6-50
147. 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. e-prospecting.
B. direct communication.
C. direct sales.
D. Internet dialoguing.
E. cold sales.
Answer: a
Blooms: Understand
AACSB: Technology
Explanation: Using the Internet to find potential buyers is known as e-prospecting. E-
prospecting is a fast and easy way to find information about individuals and businesses.
148. 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.
Answer: e
Blooms: Understand
AACSB:
Explanation: The cold canvass prospecting method is based on the law of averages. For
example, if past experience reveals that 1 person out of 10 will buy a product, then 50 sales
calls could result in five sales. Thus, 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.
149. 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
Answer: b
6-51

Blooms: Apply
AACSB:
Explanation: Setting up a display to maximize visibility will increase the chances of sales
success. Being assertive is necessary to gain attention, and keeping messages brief is
essential.
150. 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.
Answer: c
Blooms: Apply
AACSB:
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. The firm should have a large database of
customers to contact for this to be beneficial.
6-52
Another random document with
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Then he added that it would be a hard battle to build a home in the short
space of time allotted and to store food enough to last through the winter. It
meant a fight, for already the glimmerings of the fall were upon us! Pale
shadows of color began to stain the leaves, and the flowers turned their faces
more wistfully each day to the sun. Still, the bees would go. There was no
denying the operation of the law, which commanded that the chance be taken.
The whole law of survival was involved—and there was none to deny it.
So, all night long murmurings and vague discontents and forebodings and
anticipations ran through the hive. Those marked so mysteriously to go
realized that their lives were at stake and likely to be lost. Yet each one in the
hive would have gone. It was not until late that I learned that our own mother,
my mother, the mother of the hive, was to go away, leaving her daughter to
preside over the destinies of the old. Here, too, Crip was wont to philosophize.
“You see, our mother is not young,” he began. “If she should perish in the
stress of the winter and the new colony be lost, it would be less grievous than
the loss of this new, vigorous Queen. Besides, our mother has had experience.
She has lived over one winter. She knows how much of a brood to rear to
maintain the strength of the colony—or whether she dare rear any at all—
bearing in mind the while that there must be a fine adjustment between the
mouths to be fed and the total of supplies. She knows well how to keep this
account. Last winter, I am told, our stores ran low, so low, in fact, that many of
our brothers sacrificed their lives in order to conserve the supplies so as to
bring the Queen-Mother with a few attendants through the long, bitter winter.
Not a young bee was reared until the first flowers had come riotously trampling
on the skirts of the frost. So, you see, they know best. She will lead the swarm,
and perhaps, if the season is late, and the frost slow to come, they can build
their combs and store sufficient honey to bring them through. Perhaps even
spring may come to their rescue, blossoming early. A late, backward spring,
however, might end them, even if they had escaped the fury of the winter.”
There seemed no end to Crip’s knowledge. Lying there on the comb, he
looked pathetically helpless, and there was a quaver in his voice. I could see
that he was reflecting—that age had dropped upon him heavily on account of
his wounds. Then, stoic that he was, I knew that some morning I should search
in vain for trace of him. Once a bee becomes useless, he said, there is but one
thing for him to do. I knew that Crip was already contemplating the end.
Bitterness for a moment welled up in me at the thought that so much wisdom
should be lost—and so soon. That was the edict. But, after all, was the wisdom
really lost?
Our talk was broken at length by the call of the morning. The first pale
gleams of light filtered through the entrance of the hive. Already there were
murmurings and presently the faint note of the swarm.
Two hours passed—three hours—and now the trumpet sounded for the
flight. Each of the chosen rushed to the nearest cell and filled his sac to its
utmost capacity. Some early-returning foragers, laden with pollen, heard the
signal and made ready to go, carrying with them their loads. Stores must be
taken along to last until comb was built and new supplies gathered from the
fields. Rations for three or four days were thus provided. When all was ready
the trumpet sounded again and the march began. In the fore went the scouts
who were to lead the way to the new home. Then, following after, came the
chosen ones in a mighty multitude, and lastly the Queen.
Out into the air they flew, then round and round, each one singing the Song
of the Swarm, which could be heard afar off. Round and round in a dizzy circle
they flew, but in an ever-widening whirl. The scouts, I could hear from my point
of vantage at the door, were becoming impatient. The Queen had been
delayed, and until word of her presence among them was spoken, they could
only circle about. Or else, failing that word, they could and would return to the
hive. But at the height of their impatience the glad word came, “The Queen is
here!”
Then they delayed no longer, but started in a whirlwind flight toward the lake
and to their new home, uttering, as they drew away, that marvelously wild and
moving song which pulsed with the tremors of life and death.
CHAPTER FOURTEEN
Perils
Crip and I were sober and silent.

From the alighting-board we watched them draw away and disappear, and
were on the eve of turning into the hive, when up came the Master
breathlessly. He stopped and gazed at the retreating cloud, knowing too well
what had happened. He knew, too, by their actions, that a home had been
prepared for their reception. He seemed surprised to think that the bees should
swarm so late in the season, and not a little chagrined to think they could have
done it under his eyes. His curiosity at once led him to find whence the swarm
had come, and he walked straight to our hive. A few excited bees were still
flying back and forth, but Crip and I, like the condemned, stood stolidly and
wondered.
His lips moved, but he said no word; he turned on his heels and went away.
Shortly, however, he returned, the little Shadow with him. They were talking
of the swarming, for he pointed the way the bees had gone. In his hand he
held that horrid smoking thing, and Crip and I both knew what that meant. He
would open our house. I resented this, for I remembered the smoke in my eyes
when he took the top off our hive and lifted out frame after frame, taking away
from us part of our honey. I remembered, too, how I longed to sting him, but
how all my efforts were unavailing, for he had hidden himself under a screen.
And yet I really did not want to sting him. Just why I flew at him I could not
understand.
“He is angry with us now,” said Crip. “He knows we are insane. He probably
will take away our honey and leave us to starve, as we merit. We have proven
our short-sightedness and have lost our right to survive.”
“No, he will not do that,” I replied.
On the instant I seemed no longer to distrust him; I remembered his
kindness to me on a day when, overladen, a gust of wind had felled me to the
earth. He had placed me on a twig, where, after disgorging part of my load,
and washing my body and my wings, I again made way to my home.
But it was certain that we should know his intentions shortly, for, on coming
close, he sent a puff of smoke into the entrance that choked and blinded both
Crip and me and the guards, and sent us scurrying into the hive. Then, passing
the smoker to the Little Master, he carefully lifted off the top and the upper
section of our hive, and began an inspection of the brood-chamber. He
seemed to be right happy at discovering that the queen-cells had been
destroyed, which carried the assurance to his mind that no further swarming
was in contemplation; but when his eyes fell upon the new Queen-Mother, they
widely distended and a smile of joy lighted his face.
“Wonderful creature,” he murmured.
The little Shadow cried: “Let me see. Isn’t she a beauty!”
By this time the smoke had cleared away and my disposition had changed. I
said to Crip that we ought to attack them. But he answered that it would be
folly now—that only evil would result. Further parleying was cut short by a blast
of smoke shot at us by the Little Master, who apparently had discerned
outward signs of the rebellion, for my body was poised and I suppose I must
have been emitting the note of anger. The smoke sent us all flying into a
remote corner of the hive.
Then the Master replaced the section of hive he had removed, and began to
lift frame after frame, uttering little exclamations, as though he had not
suspected that we had gathered such quantities of honey in so short and late a
season. It was easy for him now to understand why we had developed the
swarming fever, although it evidently appeared to him a foolish adventure.
“He has been dreaming in his rose-garden,” commented Crip, when the
Master had nearly finished his examination. “That is the reason he has
neglected us of late. He did not know there had been a great flow of honey.”
We were talking among ourselves, when up came Buzz-Buzz, angry from
the smoke in his eyes.
“A fine lot this fellow,” he growled.
“You don’t like him?” I asked.
He just looked at us. He was too irritated to speak.
“He’ll get over it,” mused Crip.
We were still holding converse when again the top came off and one by one
the Master lifted out our combs and robbed them of their honey. They were
battered and broken and empty when he restored them to us. We were all
infuriated, and for a while flew madly about him and about the Little Master—
the dog kept at a respectful distance—straining every effort to drive them away.
But the Little One only smoked us the more, while the Master went on with his
work. He was careful to kill no bee, brushing off every one of them before
taking away the combs of honey, and while returning them.
Quickly it was all over. When he had gone we at once took stock and found
that he had left us quite enough to carry us through the winter, barring
accident. But almost before the appraisal had been made a catastrophe was
upon us. The honey from a broken comb had flooded the bottom-board, and
began to pour out through the entrance onto the ground, and robber bees were
shortly upon it. We summoned all our guards for our protection, but the robbers
in thousands came, and in spite of our resistance they forced their way into the
hive and began to plunder at random. Poor old Crip even mixed in the mêlée,
fighting like a veteran, while I, beaten and trampled, finally lay senseless on
the floor.
We should have been lost but for the thoughtfulness of the Master, who,
returning to see that all was well, found us besieged and overrun. He quietly
closed the entrance to our hive, and thus left us to clear it of the marauders
within doors, which we did promptly, although at heavy cost in the lives of our
brothers. An hour later he returned and opened ever so slightly our door.
Although a few robbers still lingered and endeavored to force an entrance, they
were easily beaten off. In the mean time we carefully cleaned up the spilled
honey which had nearly been our undoing—and the battle was over.
The night came and we cleared our house of the dead. Scattered
indiscriminately they lay—friend and foe—many score of them. Among them I
found the veteran who had been kind to me, with the mark of a lance in his
breast. Certain it was that he had died fighting bravely. I had found his body,
and I determined to keep it by me through the night, and on the morrow I
meant to give a fitting burial. I remembered a high knoll overlooking the lake
and the country round about, and there I said he should be laid to rest. I told
Crip of my purpose, and he applauded me, and together we watched over him.
More than once we almost had to fight to prevent the cleaners from taking his
body away.
On the morrow, in the early dawn, I dragged him forth and, taking him in my
mandibles, flew away with him, dropping him on the knoll. The poor old
veteran! Somehow I had gained the notion that one day he would awake, and
from that vantage-point find himself nearer the stars.
We now began another chapter in the life of our colony. We were left with
none too much honey, and, besides, our numbers had been greatly depleted
by the exodus and by the assault of the robbers. Our Queen-Mother
immediately organized her followers and sent us all scouring the fields for
additional foods. Thanks to the late season, there still remained an abundant
harvest. Soon we had replenished our supplies to a point where we could rest
comfortably, and our good mother set about rearing just enough brood to have
us weather the winter safely. But we never stopped work. Day after day we
gathered bread and honey.
“We cannot have too much,” said Crip. “You see, since you have not gone
through a winter you have much to learn. It is no simple business. Frightful
northers sweep down upon us and chill us and kill us. Sometimes it grows so
cold the young bees are frozen in their cells. They must then be removed, or
else sickness and disease will follow. Sometimes, too, if stores run low and our
numbers fall below a certain point, we ourselves can no longer keep warm.
That means death for us all.”
“But we have plenty of stores,” I replied. “We have nothing to fear.”
“There are always fears. An animal running wild may topple over your
house; a bad man may slip in and steal your supplies; a moth may enter and
lay eggs producing destructive worms; a bear may chance to find you and with
his great paws rend the hive asunder!”
“Stop!” I cried. “If there are yet other dangers, I do not wish to know them.”
“But it is well to know. There are diseases to combat, such as dysentery,
paralysis, and foul brood—”
“Oh, stop!” I begged him.
Was life really such a hazard? so perilous a journey? And all for what?
Toward what misty goal?
It was a glorious day in October. The Indian summer had come, flooding all
the hills and vales with its magical sheets of amethyst, while a drowsy wind
from the south bore on its breath the odor of autumn. Now and then that
indefinable note, presaging the advent of winter—a note which is neither a
requiem nor a dirge—could be heard like a faint flute in the branches of the
trees. The sun shone big and round and still with a suggestion of summer.
Scattered clouds went drifting lazily by, wonderfully emphasizing the turquoise
blue of the sky.
“Is it going to rain?” I asked of Crip, who was dragging himself along on the
alighting-board, ready for a new excursion into the woods.
“No,” he mumbled.
It had been weeks since my experience in the flood, but ever after that when
a cloud was in the sky I bethought me of rain. But I had now come to know that
rains were something more than clouds.
Crip and I had been laboring to fill adjoining cells. We had already gathered
many loads of honey that day. “I’m tired,” he said, right plaintively. “I can’t do as
much as I could once.”
“Why don’t you rest?” I begged of him.
“Rest! What word is that? Did ever a bee rest when there was work to do?”
With that he hobbled a little farther on his four legs, his poor old body half
carried and half dragged. But his wings were still powerful and lifted him
instantly into the all-absorbing space.
This time I took an entirely different direction from any I had thus far traveled.
On and on I flew, mile after mile, until presently I scented something and went
for it. It proved to be a field of June corn, in silk and tassel—and, oh, what
quantities of pollen! I gathered a little and hastened back to report. Almost at
once a string of my brothers were flying to and fro, laden with bread.
We had now stored up a great surplus of food, and the Queen-Mother
broadened her brood areas. She deemed it wise to enlarge her family; first,
because she had a premonition that a wild winter would soon break upon us,
and, for the further reason, that half the battle was to be strong in numbers in
the spring, when the honey-fountains opened.
When I returned with my last load, well toward sunset, I found Crip waiting at
our rendezvous, my ancient cell.
“You have done well to-day,” he said, “and I wanted to tell you so. Five miles
is a long journey to go for a load, but it was worth it. I, too, made one trip—but
have pity on me—only when I got there did I remember that I had no basket-
legs; hence I was forced to return empty-handed. It is too much for me to bear.
I am old and useless.”
I could not stand to hear him depreciate himself in such fashion, and
remonstrated with him.
“Well, it’s too true,” he persisted. “Some day you will understand.”
CHAPTER FIFTEEN
A Midnight Adventure
I did not answer Crip, for at the moment I was notified that I should take my
turn at guard duty, and I went at once to report.
It was now fast growing dark, and the last workers were dropping on the
alighting-board and groping their way into the hive. It was the duty of guards to
inspect all who entered, and to keep out bugs and ants and intruders. More
than a score of guards, I among them, kept a continuous patrol before the
entrance; and all went well until far into the night.
The Master with his little Shadow had passed among us as if to bid us good
night, and had gone. The moon was now rising, and a mocking-bird in a
neighboring tree had been rendering melodies without number. There was no
sound in all the world save the mocking-bird’s song that ebbed and flowed in
ever wilder cadence. High above his perch he would soar into the moonlight,
and as he dropped again—his little gray body looking like a bit of mist—he
would almost burst his throat with rapturous song. Often had I heard him sing,
but never had he so completely abandoned himself to the sheer frenzy of it—
and at such an hour!
“He’s making the best of it, for soon the winter will come and his songs will
cease,” observed a guard.
“But what glorious singing!” added another.
While we were talking a guard suddenly gave an alarm. He had either
scented or seen an enemy; but doubt was immediately removed, for the raw
smell of an animal was borne in to us. We paused and prepared for an attack.
Our wings were buzzing at intervals and our stings were ready to strike. And
none too soon, for in a moment more a monstrous animal stuck his nose into
the entrance of our hive. Instantly we all flew at him, some landing in his face
and some on his body. But only those that struck his face succeeded in
stinging him, for the hair was too long on his body.
I was unfortunate enough to have been one of those landing on his back,
and immediately found myself so entangled in his hair that I could neither sting
him nor free myself. I struggled in vain, and my efforts were rendered more
difficult on account of the mad capers he cut in escaping from the spot. The
moment we flew at him and stung him about the head, he turned somersaults
and cried like a cat in torment, while he fled madly. So wildly did he fly that he
banged squarely into a neighboring hive and nearly upset it. Then he collided
with weeds and brush and cacti—in fact, I now suspect he could see nothing.
Certainly he cared not what lay in his road.
I can think of it calmly, now that I am safely back, but while I rode unwillingly
upon his back I thought each instant would be my last. After vainly trying to
reach his body in order to sting him, I gave over and endeavored to free
myself. What with the buzzing of many pairs of wings in his ears, and the pain
from the stings, he fled like the wind. Presently, however, he stopped suddenly
and tried to reach me with his claws. Then he did his best to crush me with his
teeth, snarling and whining betimes. He did crush some of my brother guards;
but I was just back of his ears, and he could not reach me. However, I may add
I almost wished he had, for his breath was horrible. I never could abide the
breath of any living thing.
Soon he gave over and set out running again at top speed. I had abandoned
myself for lost, when a bush scraped me out of my entanglement and I fell half
dead to the ground. But the would-be robber never stopped, for I could hear
the brush rattling in his wake. He still fled incontinently, as though he feared
another attack, as though his very life depended on his rate of speed.
I lay there for a moment, scarcely able to move. But what could I do? The
moon was still bright, but bright as it was, the way back home was dark.
Instinctively, I turned to a friendly bush and made my way to the topmost
branch, and there I planted myself for the rest of the night.
The wind was blowing lustily. I did not like the threshing back and forth of the
branches in the gloom, with the chance of being knocked off at any moment. I
could not think calmly of crawling on the ground, for Crip had told me this was
a thing to be avoided at all hazards. Scorpions and beetles and toads and
snakes made the night perilous. So I clung to the branch with all my might.
Now and again a pause in the wind would allow me to look up at the stars
through the screen of leaves—and how dear and wonderful they were! Long
ago I had thought how beautiful it must be up there in the blue space, fretted
with tiny lights no bigger than the candle burning in the window of the Master’s
house. And even then, as I turned, I could see his lamp, and I almost started to
fly toward it. There was a fascination in its beams which I could scarcely resist.
Always, when on guard duty, at any hour of the night, I had been able to see
his light and to hear the bark of his dog. He seemed never to sleep—or if he
slept the lamp and the dog kept watch over him.
The blustering wind finally had compassion on me and ceased altogether.
There came a silence that was more than silence. I felt it oppressive. Then, as
if a pause had been made for them, the crickets and katydids began a frightful
chattering, which was punctuated betimes by the far hooting of an owl. The air
grew chilly, and I began to feel cold and stiff, and held none too securely to my
bush. It was a fortunate thing, I thought, that the wind had died away.
How tired I was! This had been one of the hardest days of my life. As I
reflected on it, it seemed very long ago that it began; and I heartily wished for
the dawn. I must have drowsed awhile, for when again I looked about me a
mellow light brooded on the horizon and a great star beamed above it. Soon
wide streams of gold flowed across the pale-blue sky, quenching the fires of
the stars. Then, as if in compensation for their loss, fleecy Gulf clouds caught
the early rays of the sun and filled the world with showers of rainbow lights.
Presently I could see well enough to rise on my wings, and in spite of the
chill in the air, up I went until I got my bearings. A strange fit seized me. “Fly to
the sun!” I heard in my ears; and off I went. Up and up I flew—higher and
higher—until below me I could scarcely see the white houses of the apiary
where I lived and the white house of the Master. But under me the waters of
Lake Espantoso glimmered like a mirror, and in the dark fringe of trees that
bordered it I remembered a swarm of my little brothers had taken refuge, and I
wondered how they fared. Far as I could see stretched the undulating hills over
which I had flown in search of treasure—hills now clad in their robes of
autumn. A fragrance reached me at this great height, which came from I knew
not where.
I had wheeled about and started home, when I caught sight of the Master
wandering dreamily in his garden. Then immediately I knew that the fragrance
came from his beautiful roses. Many a time had I flown over the place,
marveling at the flowers. Indeed, I had gathered honey from the honeysuckle
that climbed on the walls of his house and from the crêpe-myrtle hard by. But
the roses—ah, the roses! I loved to drop into their hearts and to breathe the
sweet breath of their lives. So again, without thinking, I flew down and down
until I reached the garden and sank into a rose to rest. I felt tired, ever so tired.
When I emerged there was the Master fondling a rose; I circled slowly past him
and around him. He saw me at once, and a tender look came into his eyes.
Reluctantly I left him caressing his roses, and flew rapidly home.
CHAPTER SIXTEEN
TIDINGS OF WOE
It was still so early that a chill enveloped the world and the workers awaited
the sun. I rushed to where I knew I should find Crip, and breathlessly began
the narrative of my adventure.
“I know just about what happened,” he ventured, when he had expressed his
joy at seeing me, for he knew that I had been on duty and that a number of the
guards had been lost. “I wept not a little for you. Yes, it was a racoon,” he
repeated. “You will remember I told you about them. They are crazy over
honey.”
He was deeply interested in the account of my mad and unwilling ride.
Then I told him of my visit to the garden, and of the Master. He made no
reply, but presently asked:
“What do you know of the Master?”
“Little—very little.”
“Do you know that lately I’ve been wondering whether I have been fair to
him? Once I was perfectly sure that he was an enemy to be fought on all
occasions, that he made use of us only for selfish ends. Now I am beginning to
think I was wrong. While he has taken our honey, he has always left us
enough. Last winter, I am told, he actually brought a lot of honey and gave it to
the colonies that had none. Besides, before we came in contact with men, we
lived in caves and hollow trees, exposed to all manner of enemies. It is
different now.”
We were still busy talking when the signal for work rang through the hive,
and both Crip and I made our way to the front. And, as many times before, we
rose from the board together and flew at once to the field of broomweed. Side
by side we ranged, visiting many of the tiny yellow flowers ere we were laden.
Everything was now painfully dry, and it was all too evident that the honey flow
was over. Try as hard as we might, we gathered only a few loads a day. And
Crip remarked how short the days were and how far into the south the sun had
drifted. Then, besides, we were obliged to leave off earlier, on account of the
cold.
“The leaves are all turning red and brown and yellow,” said Crip, as we flew
homeward. “This is the melancholy time I’ve heard about. Even the wind
seems sad and loiters around bush and tree as though he feared his caressing
touch might hasten the down-dropping of the stricken leaves. Happy, I’m sad,
too.”
I could only answer him that I of all bees was one of the most unhappy. And
at the moment I was stricken with a feeling of homesickness, as though I, too,
were bound on a journey toward the setting sun, or as though an unmeasured
catastrophe impended.
As we neared home we saw the Master and his little Shadow seated by our
hive, and near them, sprawling on the ground, the faithful dog. The Master was
watching the incoming bees. Well he knew by the burdens they bore the
condition of the fields.
“The workers are coming home very light,” remarked the Shadow. “Just a
little bread.”
“The season is ended,” murmured the Master. “Soon they will go indoors and
rest through the cold. We must come presently and take off the empty uppers,
so as to concentrate the heat of the cluster. In that way they will conserve their
stores. The cluster, you know, son, is formed by the bees covering over the
brood and hanging on to one another so as to keep themselves and the young
bees warm.”
Crip and I deposited our loads and then returned to the alighting-board, but
the speakers had gone. We could hear the Master singing in his garden; and
from a mesquite-tree hard by a mocking-bird answered him. All too soon he
ceased; and the bird, after trilling a few wild refrains, as though to coax him to
return, dropped into silence. For a time not a sound was heard, then the bird
broke out again in a most plaintive song. He seemed to summon his phrases
from the depths of despair.
Twilight had now quite engulfed the world. Crip, who had been for a time
very still, began to stir restlessly.
“Happy, that is my passing song. How could the bird have known that this
very night I shall cleave the air for the last time? Yes, I mean it. Please don’t
interrupt me. The year has gone—I have done my work. I am a cripple, and my
wings are tattered. I shall be a burden, eating the food that may be needed ere
the harvest again is ripe. My time has come—and I must go into the dark. This
is the law. Why should not bees fly away and never return? How much grander
to pass away on the wing, hushed to sleep by the stars. How poor a thing it is
to cling to the combs until death shall drag one down to the earth, there to
embarrass one’s brothers.
“My work is done. My body is wrecked, and the golden call echoing from
eternity is in my ears. I must go. You, Happy, have much to do ere your time
shall come. But you will face life bravely.
“How can I thank you enough for having saved my life? Do you think I have
done well? Have I worked faithfully? Hero, you say? No, not a hero; but I have
tried to do the things that came to my hand; and that is all that one can do.
That sums up the true meaning of life—service and duty done.
“Hear the bird! What a song for the night! Ah, but what music I shall hear
soon when I fly out across the spaces of light! I am ready. I love you. Farewell
—farewell.”
Crip had turned about for the last time, and was ready to go, when a
heartrending cry woke the innermost caverns of the hive. He staggered a little,
for he knew its meaning. I stood puzzled and amazed.
“What is it?” I begged of him.
“The worst of news—our Queen is dead!” he echoed.
“Let us go to her at once.”
In we went, and while I was shaken by the news which I did not fully
comprehend, I was sobered and silent. I should probably have had no thought
of death at all had I known what lay before us, the midnight ways we were to
tread.

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ABCs of Relationship Selling through

Service 12th Edition Futrell Test Bank

ABCs of Relationship Selling through Service 12th

ABCs of Relationship Selling Through Service Canadian

Fundamentals of Selling Customers for Life through

Fundamentals of Selling Customers for Life through

Selling Today 12th Edition Manning Test Bank

Customer Service Career Success Through Customer

Customer Service Career Success Through Customer

Selling Building Partnerships 8th Edition Castleberry

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.

131. What are orphaned customers?

132. Briefly describe the center of influence method of prospecting.

134. What is the primary reason why salespeople engage in networking?

137. Briefly describe the parallel referral sale.

Short Answer Questions

141. Which method of prospecting is based on the law of averages?

142. Who are appropriate members for a sales lead club?