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, 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
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