MAR 4418 UCF Chapter 5

Staffing the Sales Force

Arguably the most important activity of a sales manager; an ongoing and continuous process.

Cost of Hiring

The average cost of recruiting, hiring, and training one new employee is estimated to be between $54,000 and $200,000.

Job Description

A detailed account of responsibilities, duties, and qualifications; considered the most important single tool in operating a sales force.

Hiring Specifications

The specific qualifications (traits, skills, experience) an applicant needs to be hired.

Analytical Intelligence

The ability to solve problems; often ranked as the #1 trait for top-performing salespeople.

Ambiverts

Individuals who fall between extraverts and introverts; research shows they often outperform extraverts due to better listening skills.

BFOQ (Bona Fide Occupational Qualification)

A specific quality or attribute that is a legitimate requirement for a job, even if it might otherwise be considered discriminatory (e.g., lifting weight for delivery roles).

Validation

The process of statistically measuring the extent to which a hiring qualification is actually related to job performance.

Employer Brand

An organization's reputation as an employer and the unique value it offers to employees.

Referral

A recommendation by a current employee or contact; generally considered the preferred source for sales recruits.

Poaching (Pirating)

The practice of recruiting salespeople directly from a competitor's sales force.

Manufacturers' Reps (Independent Agents)

Outside intermediaries used for recruiting when a company wants to enter a market quickly with low fixed costs.

Asynchronous Video Interview

A guided interview where candidates respond to prerecorded questions; saves cost but can be unsettling for candidates.

Guided (Structured) Interview

An interview format where all candidates are asked the same standardized questions to allow for objective comparison.

Nondirected (Unstructured) Interview

An informal, conversational interview; often criticized for lack of standardization and potential bias.

Behavior-Based Questions

Questions that ask about past behaviors (e.g., "Tell me about a time you had a conflict with a customer").

Situation-Based Questions

Questions that ask about intended future behaviors (e.g., "What would you do if a customer told you they were choosing a competitor?").

Stress Interview

An interview style intended to see how a candidate reacts under pressure, sometimes using riddles or aggressive questioning.

Backdoor References

References not explicitly provided by the candidate, such as previous customers or former colleagues found by the manager.

Career Fraud

The practice of job applicants lying about backgrounds, such as educational records or past salaries.

Assessment Center

A centralized location where candidates undergo 1-3 days of simulated exercises like role-playing and case analyses.

Assimilation

The final phase of the selection process; incorporating new hires into the company culture and fostering a sense of belonging.

Pre-entry Socialization

Sharing company information with applicants early in the recruiting process to form realistic expectations.

Mentor

An experienced individual who helps a new hire "learn the ropes" and provides social and emotional support during assimilation.