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: arranging for salespeople to work with key personnel in various departments in the firm to become familiar with their functions. enrolling salespeople in professional workshops or training programs. accompanying salespeople in the field to critique their sales behavior and reinforce other training. 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: On-the-job Behavioral simulations Ease studies 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: salesforce rating results of a customer survey. performance test results of each salesperson. job analysis of each sales position. 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: Assess sales training needs Perform sales training Design the sales training program 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: Filling in for vacationing salespeople Job rotation Working with a senior salesperson 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: The sales job facilitator The persuader The hard bargainer The socializer Question 7 A _______ is an investigation of the task, duties, and responsibilities of the sales job. Question options: customer survey job analysis competitor survey performance testing Question 8 Sales training covering aspects of customer knowledge may include information on all of the following subjects except Question options: buying motives. customer needs. buyer personalities. buyers’ competitors. Question 9 Which of the following media can be used to train the salesforce? Question options: Internet telephone conferencing videoconferencing 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: On-the-job Behavioral simulations Absorption Classroom/conference Question 11 The final step in the sales training process is Question options: designing the sales training program. assessing sales training needs. performing sales training. conducting follow-up and evaluation. Question 12 A _______ defines expected behavior for salespeople. Question options: customer survey job analysis competitor survey performance testing Question 13 Which one of the following key questions should be asked when evaluating alternatives for training? Question options: Which method (or methods) and media are best suited for conducting the training? Which method will require the least amount of time away from active selling? Which method is the least expensive? Which media is the most attractive to upper-management levels? Question 14 Initiation to task is the degree Question options: to which the salesperson has managed to prioritize tasks in a way that will ensure success. of personal satisfaction that the sales trainee feels in his or her job. to which a sales trainee feels competent and accepted as a working partner. 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: under-controlling the sales call. too much preplanning of sales calls. not spending enough time with old customers. failing to effectively confirm the sale. Question 16 Among the following, which is one of the most popular sales training topics? Question options: Salesperson etiquette Product knowledge How to file expense reimbursement vouchers 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: The sales job facilitator The persuader The hard bargainer The socializer Question 18 In general, companies rely most heavily on ________ to conduct sales training. Question options: outside training consultants specialized schools mass-produced videotapes 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: The sales job facilitator The persuader The hard bargainer The socializer Question 20 With regard to salesforce socialization, role definition is Question options: the degree to which the salesperson has managed to prioritize tasks in a way that will ensure success. personal satisfaction that the sales trainee feels in his or her job. the degree to which a sales trainee feels competent and accepted as a working partner. an understanding of what tasks are to be performed, what the priorities of the tasks are, an
d how time should be allocated among tasks. Online Exam 5 Question 21 The concept of repetition suggests that Question options: 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. 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. if a salesperson can draw on the enthusiasm generated by a recent successful sales call, he or she will be more effective. 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: Expert power Referent power Legitimate power Reward power Question 23 Researchers have tried to determine the personality characteristics an effective leader should have by using the _______ method. Question options: behavior approach. properties method. contingency approach. trait approach. Question 24 Which of the following is not a specific aspect of a transformational leadership style? Question options: Articulates a vision Provides an appropriate model Fosters the acceptance of group goals 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: Expert power Referent power Legitimate power 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: Behavior approach Attribute theory Contingency approach 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: transactional leadership style transformational leadership style leader-member exchange leadership style supervisory leadership style Question 28 _______ is based on the belief that one party can remove rewards and provide punishment to affect behavior. Question options: Expert power Referent power Legitimate power Coercive power Question 29 With this type of influence strategy, circumstances are controlled to influence behavior. Question options: Threats Persuasion Manipulation Domination Question 30 The ultimate success of sales meetings depends on the planning and execution of activities such as Question options: communicating with all parties before the meeting. checking site arrangements and arranging for audiovisual support. preparing materials for the meeting. 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: Immoral management Incorruptible management Moral management Amoral management Question 32 In their dealings with salespeople, sales managers have been criticized for placing too much emphasis on Question options: reward and coercive power. legitimate and reward power. coercive and referent power. expert and referent power. Question 33 Which of the following statements regarding a sales manager’s use of coaching is false? Question options: Coaching can occur during short meetings of the entire sales team. Coaching sessions may take place in the office or during the sales manager’s field visits with salespeople. The essence of coaching is providing guidance and feedback as soon as possible after an appropriate event. 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: Behavior approach Attribute theory Contingency approach 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: Relationships Domination Persuasion 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: Outcome feedback Repetition Cognitive feedback Sharing information Question 37 In coaching the salesforce, the sales manager may use all of the following learning tools or concepts except Question options: outcome feedback. principle of recency. absorption training. repetition. Question 38 An immoral manager would most likely follow this orientation in meeting his or her organizational goals: Question options: Profitability within the confines of legal obedience and ethical standards Profitability is not important, since the firm’s purpose is to serve the public’s needs Profitability only, with no other goals considered 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: relationships. domination. persuasion. threats. Question 40 _______ is associated with the right to be a leader, usually as a result of designated organizational roles. Question options: Expert power Referent power Legitimate power Reward power