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 <br /> 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 <br /> 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 &quot;coach&quot;

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, and 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 <br /> manager’s field visits with salespeople.

The essence of coaching is providing guidance and feedback as soon as <br /> 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 <br /> 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