| Question 1 |
Activities that sales managers might spend time on during the planning and implementation of sales training include all of the following except
Question options:
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| arranging for salespeople to work with key personnel in various <br /> departments in the firm to become familiar with their functions. |
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| enrolling salespeople in professional workshops or training programs. |
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| accompanying salespeople in the field to critique their sales behavior <br /> and reinforce other training. |
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| managing the recruitment and selection of new salespeople. |
| Question 2 | |
These training methods are best used as supplemental training to update the salesforce, reinforce previous training, or to provide basic materials to be covered in more detail at a later date.
Question options:
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| On-the-job |
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| Behavioral simulations |
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| Ease studies |
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| Absorption |
| Question 3 | |
The purpose of sales training needs assessment is to compare the specific performance-related skills, attitudes, perceptions, and behaviors required for salesforce success to the
Question options:
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| salesforce rating results of a customer survey. |
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| performance test results of each salesperson. |
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| job analysis of each sales position. |
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| state of readiness of the salesforce. |
| Question 4 | |
Answers to the what, when, where, and how questions are finalized during this step in the sales training process.
Question options:
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| Assess sales training needs |
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| Perform sales training |
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| Design the sales training program |
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| Follow-up and evaluation |
| Question 5 | |
Which of the following forms of on-the-job training is often used to groom salespeople for management positions?
Question options:
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| Filling in for vacationing salespeople |
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| Job rotation |
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| Working with a senior salesperson |
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| Working with a sales manager who acts as a "coach" |
| Question 6 | |
A sales training workshop devoted to communicating the importance of qualifying prospects would be aimed at teaching salespeople how to work with this type of buyer:
Question options:
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| The sales job facilitator |
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| The persuader |
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| The hard bargainer |
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| The socializer |
| Question 7 | |
A _______ is an investigation of the task, duties, and responsibilities of the sales job.
Question options:
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| customer survey |
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| job analysis |
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| competitor survey |
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| performance testing |
| Question 8 | |
Sales training covering aspects of customer knowledge may include information on all of the following subjects except
Question options:
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| buying motives. |
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| customer needs. |
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| buyer personalities. |
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| buyers' competitors. |
| Question 9 | |
Which of the following media can be used to train the salesforce?
Question options:
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| Internet |
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| telephone conferencing |
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| videoconferencing |
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| Any or all of the above may be used |
| Question 10 | |
Which one of the following training method features lectures, demonstrations, and group discussion with expert trainers serving as instructors?
Question options:
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| On-the-job |
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| Behavioral simulations |
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| Absorption |
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| Classroom/conference |
| Question 11 | |
The final step in the sales training process is
Question options:
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| designing the sales training program. |
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| assessing sales training needs. |
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| performing sales training. |
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| conducting follow-up and evaluation. |
| Question 12 | |
A _______ defines expected behavior for salespeople.
Question options:
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| customer survey |
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| job analysis |
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| competitor survey |
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| performance testing |
| Question 13 | |
Which one of the following key questions should be asked when evaluating alternatives for training?
Question options:
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| Which method (or methods) and media are best suited for conducting the training? |
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| Which method will require the least amount of time away from active selling? |
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| Which method is the least expensive? |
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| Which media is the most attractive to upper-management levels? |
| Question 14 | |
Initiation to task is the degree
Question options:
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| to which the salesperson has managed to prioritize tasks in a way that will ensure success. |
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| of personal satisfaction that the sales trainee feels in his or her job. |
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| to which a sales trainee feels competent and accepted as a working partner. |
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| of training that the sales trainee has received. |
| Question 15 | |
According to the text, a common mistake made by salespeople who need training on sales techniques is
Question options:
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| under-controlling the sales call. |
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| too much preplanning of sales calls. |
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| not spending enough time with old customers. |
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| failing to effectively confirm the sale. |
| Question 16 | |
Among the following, which is one of the most popular sales training topics?
Question options:
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| Salesperson etiquette |
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| Product knowledge |
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| How to file expense reimbursement vouchers |
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| How to handle the replacement of defective products |
| Question 17 | |
A sales training workshop devoted to teaching psychologically oriented sales strategies (such as transactional analysis) would be aimed at teaching salespeople how to work with this type of buyer:
Question options:
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| The sales job facilitator |
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| The persuader |
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| The hard bargainer |
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| The socializer |
| Question 18 | |
In general, companies rely most heavily on ________ to conduct sales training.
Question options:
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| outside training consultants |
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| specialized schools |
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| mass-produced videotapes |
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| their own personnel |
| Question 19 | |
A sales training workshop devoted to discussing the ethical and legal implications of transacting business would be aimed at teaching salespeople how to work with this type of buyer:
Question options:
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| The sales job facilitator |
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| The persuader |
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| The hard bargainer |
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| The socializer |
| Question 20 | |
With regard to salesforce socialization, role definition is
Question options:
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| the degree to which the salesperson has managed to prioritize tasks in a way that will ensure success. |
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| personal satisfaction that the sales trainee feels in his or her job. |
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| the degree to which a sales trainee feels competent and accepted as a working partner. |
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| an understanding of what tasks are to be performed, what the priorities of the tasks are, and how time should be allocated among tasks. |
| Online Exam 5 | |
| Question 21 |
The concept of repetition suggests that
Question options:
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| as soon as possible after a sales training meeting, the sales manager should attempt to visit with each salesperson individually to reinforce what he or she has learned. |
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| by focusing on information related to the most recent sales call the salesperson has made, a self-evaluation of his or her performance can result in improved future performance. |
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| if a salesperson can draw on the enthusiasm generated by a recent successful sales call, he or she will be more effective. |
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| sales managers should make a practice of holding coaching sessions after each sales call to help reinforce the suggestions given. |
| Question 22 | |
If a salesperson made this statement regarding his sales manager, "I like him personally and regard him as a friend," the manager is likely exercising what type of power?
Question options:
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| Expert power |
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| Referent power |
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| Legitimate power |
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| Reward power |
| Question 23 | |
Researchers have tried to determine the personality characteristics an effective leader should have by using the _______ method.
Question options:
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| behavior approach. |
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| properties method. |
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| contingency approach. |
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| trait approach. |
| Question 24 | |
Which of the following is not a specific aspect of a transformational leadership style?
Question options:
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| Articulates a vision |
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| Provides an appropriate model |
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| Fosters the acceptance of group goals |
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| Is dictatorial |
| Question 25 | |
If a salesperson made this statement regarding his/her sales manager, "He is in a good position to recommend promotions or permit special privileges for me," the manager is probably using what type of power?
Question options:
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| Expert power |
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| Referent power |
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| Legitimate power |
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| Reward power |
| Question 26 | |
Which one of the following approaches to leadership considers situational factors such as the firm's marketing orientation in determining which leadership methods would be appropriate?
Question options:
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| Behavior approach |
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| Attribute theory |
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| Contingency approach |
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| State of nature approach |
| Question 27 | |
A _______ is represented by an orientation toward inspiring subordinates to engage in desired behavior and perform at high levels.
Question options:
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| transactional leadership style |
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| transformational leadership style |
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| leader-member exchange leadership style |
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| supervisory leadership style |
| Question 28 | |
_______ is based on the belief that one party can remove rewards and provide punishment to affect behavior.
Question options:
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| Expert power |
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| Referent power |
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| Legitimate power |
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| Coercive power |
| Question 29 | |
With this type of influence strategy, circumstances are controlled to influence behavior.
Question options:
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| Threats |
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| Persuasion |
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| Manipulation |
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| Domination |
| Question 30 | |
The ultimate success of sales meetings depends on the planning and execution of activities such as
Question options:
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| communicating with all parties before the meeting. |
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| checking site arrangements and arranging for audiovisual support. |
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| preparing materials for the meeting. |
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| All of the above. |
| Question 31 | |
Organizational strategy that promotes giving managers free rein with personal ethics applied only on an individual basis is part of this type of ethical management:
Question options:
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| Immoral management |
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| Incorruptible management |
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| Moral management |
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| Amoral management |
| Question 32 | |
In their dealings with salespeople, sales managers have been criticized for placing too much emphasis on
Question options:
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| reward and coercive power. |
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| legitimate and reward power. |
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| coercive and referent power. |
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| expert and referent power. |
| Question 33 | |
Which of the following statements regarding a sales manager's use of coaching is false?
Question options:
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| Coaching can occur during short meetings of the entire sales team. |
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| Coaching sessions may take place in the office or during the sales <br /> manager's field visits with salespeople. |
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| The essence of coaching is providing guidance and feedback as soon as <br /> possible after an appropriate event. |
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| Coaching is most effective during scheduled team meetings with salespeople. |
| Question 34 | |
Which approach to leadership seeks to catalog behaviors associated with effective leadership?
Question options:
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| Behavior approach |
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| Attribute theory |
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| Contingency approach |
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| State of nature approach |
| Question 35 | |
The expert and referent power bases are extremely critical in the use of this type of influence strategy:
Question options:
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| Relationships |
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| Domination |
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| Persuasion |
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| Threats |
| Question 36 | |
When a sales manager provides the salesperson with information about whether a desired outcome was achieved, he or she is using this coaching technique:
Question options:
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| Outcome feedback |
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| Repetition |
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| Cognitive feedback |
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| Sharing information |
| Question 37 | |
In coaching the salesforce, the sales manager may use all of the following learning tools or concepts except
Question options:
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| outcome feedback. |
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| principle of recency. |
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| absorption training. |
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| repetition. |
| Question 38 | |
An immoral manager would most likely follow this orientation in meeting his or her organizational goals:
Question options:
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| Profitability within the confines of legal obedience and ethical standards |
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| Profitability is not important, since the firm's purpose is to serve the <br /> public's needs |
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| Profitability only, with no other goals considered |
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| Profitability and organizational success at any price |
| Question 39 | |
Sales managers may use different influence strategies according to the situational demands. Influence strategies may be based on all of the following except
Question options:
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| relationships. |
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| domination. |
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| persuasion. |
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| threats. |
| Question 40 | |
_______ is associated with the right to be a leader, usually as a result of designated organizational roles.
Question options:
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| Expert power |
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| Referent power |
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| Legitimate power |
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| Reward power |
