| Question 1 |
Which type of criterion assesses improvements in certain characteristics of salespeople that are related to successful performance in the sales job?
Question options:
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| Profitability |
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| Productivity |
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| Professional development |
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| Behavioral |
| Question 2 | |
The more a salesperson performance evaluation system is behavior-based rather than outcome-based,
Question options:
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| the less likely that risk-averse salespeople will be attracted, nurtured, and retained. |
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| the more salespeople will have reduced levels of intrinsic motivation. |
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| the less salespeople identify with and feel committed to the sales organization. |
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| the less the need for using pay as a control mechanism. |
| Question 3 | |
Which one of the following evaluation procedures uses salespeople to identify important performance results and the critical activities and responses necessary to achieve these results?
Question options:
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| Graphic rating/checklist method |
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| Team-evaluation consensus |
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| Management by objectives (MBO) |
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| Behaviorally anchored rating scales(BARS) |
| Question 4 | |
The mutual setting of well-defined and measurable goals within a specified time period is a concept incorporated into which type of performance evaluation method?
Question options:
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| Graphic rating/checklist method |
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| Ranking method |
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| Management by objectives (MBO) |
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| Behaviorally anchored rating scale (BARS) |
| Question 5 | |
Practicality, a characteristic of salesperson performance evaluation methods, can be defined as
Question options:
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| the need for the measurement instruments and evaluation process to be similar throughout the sales organization. |
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| the ability of the measure to provide accurate assessments of the criteria they're intended to measure. |
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| the ability of the measure to meet the needs of the sales organization. |
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| the need for both sales managers and salespeople to understand the entire performance-appraisal process and to be able to implement the process in a reasonable amount of time. |
| Question 6 | |
Usefulness, a characteristic of salesperson performance evaluation methods, can be defined as
Question options:
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| the need for the measurement instruments and evaluation process to be similar throughout the sales organization. |
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| the ability of the measure to provide accurate assessments of the criteria they're intended to measure. |
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| the ability of the measure to provide information that is valuable to sales managers in making various decisions. |
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| the need for the measures to be stable over time and exhibit internal consistency. |
| Question 7 | |
Which of the following statements concerning performance management is false?
Question options:
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| Salespeople are compensated on the value of their contributions to the <br /> organization's success. |
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| Salespeople assume responsibility for their careers. |
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| Sales managers act as partners in the performance appraisal process. |
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| Sales managers create development plans for salespeople to follow. |
| Question 8 | |
The initial use of the information provided by the various salesperson performance evaluation methods is
Question options:
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| to identify potential problems in training. |
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| to determine the absolute and relative performance of each salesperson. |
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| to identify areas where salespeople need to improve for better performance in the future. |
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| to use the information to improve the overall operations of the sales organization. |
| Question 9 | |
The results of salesperson performance evaluations can be used for all of these sales management purposes except to
Question options:
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| identify salespeople that might need to be terminated and to supply <br /> evidence to support the need for termination. |
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| identify salespeople that might be promoted. |
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| assess the adequacy of a firm's sales management process and to provide <br /> direction for improved performance and prescription for needed changes. |
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| ensure that compensation and other reward disbursements are consistent <br /> with actual salesperson performance. |
| Question 10 | |
When using a 360-degree feedback system, feedback may be obtained from
Question options:
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| oneself. |
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| one's sales manager. |
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| customers or team members. |
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| Any or all of the above. |
| Question 11 | |
The dimensions of job satisfaction that the INDSALES scale attempts to measure include all of the following except
Question options:
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| company policy and support. |
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| the job. |
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| customers. |
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| competitor sales jobs. |
| Question 12 | |
A behavior-based perspective to evaluating and controlling salesperson performance
Question options:
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| focuses on objective measures of results. |
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| has very little monitoring or directing of salespersons by sales managers. |
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| incorporates complex and often subjective assessments of salesperson characteristics. |
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| may lead to a focus on short-term outcomes. |
| Question 13 | |
When attempting to use the diagnostic information provided by salesperson-evaluation methods, the major difficulty is in
Question options:
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| reviewing the performance of each individual salesperson against each relevant criterion. |
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| attempting to summarize the results across all salespeople being supervised. |
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| isolating the specific causes of low performance. |
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| determining which salespeople aren't meeting their sales quotas. |
| Question 14 | |
In salesperson evaluations, which one of the following behavioral criterion do most sales organizations focus on?
Question options:
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| Number of demonstrations conducted |
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| Number of required reports submitted |
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| Number of customer calls |
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| Number of letters/phone calls to prospects |
| Question 15 | |
Which of the following statements regarding the use of outcome-based and behavior-based perspectives in the evaluation of salesperson performance is false?
Question options:
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| A review of current practice indicates a tendency toward a <br /> behavior-based perspective. |
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| Most sales organizations operate somewhere between the two extreme positions. |
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| The relative emphasis on outcome-based and behavior-based measures <br /> depends upon environmental, firm, and salesperson considerations. |
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| A salesperson's performance on post-sale service is considered a <br /> behavior-based measure. |
| Question 16 | |
The sample statement, "Management is progressive," used in the INDSALES scale would be attempting to measure which dimension of job satisfaction?
Question options:
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| Pay |
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| Promotion and advancement |
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| Customers |
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| Company policy and support |
| Question 17 | |
Behaviorally anchored rating scales (BARS) are a unique evaluation procedure because they're the only method that
Question options:
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| tries to link salesperson behaviors with specific results. |
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| tries to link salesperson behaviors with promotability. |
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| attempts to correlate sales-training methods with sales results. |
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| uses behavior to predict a salesperson's level of motivation. |
| Question 18 | |
Which method of salesperson performance evaluation has been described as having problems related to the "halo effect"?
Question options:
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| Graphic rating/checklist method |
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| Ranking methods |
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| Management by objectives (MBO) |
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| Behaviorally anchored rating scales (BARS). |
| Question 19 | |
All of the following are benefits of a 360-degree feedback system except
Question options:
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| it reduces assessment bias. |
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| it detects barriers to success. |
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| it eliminates sales manager involvement. |
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| it helps better understand customer needs. |
| Question 20 | |
Which of the following statements regarding the use of the scale termed INDSALES is false?
Question options:
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| It's a scale for evaluating the job satisfaction of salespeople. |
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| In using the scale, salespeople indicate their level of agreement with a <br /> number of statements concerning their particular sales job. |
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| The scale uses statements designed to measure satisfaction in five <br /> general areas. |
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| The answers salespeople give to the scale statements are summed to form <br /> an overall salesperson satisfaction score.
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