sales

The selling process involves all but one of the following characteristics:

The steps must occur in a fixed order

The next step in the sales process after a buyer’s objections have been removed is:

closing the sale

This type of salesperson typically will represent several manufacturers of noncompeting products or product lines:

Manufacturer’s sales representative

Which type of sales representative will answer calls from potential customers?

Inbound representatives

What activities are managers involved with that leaders are NOT involved with?

Budgeting for the department

All the following are considered leadership behaviors EXCEPT:

solving problems of the organization

Which of the two calculating methods — breakdown and workload — is better?

The workload method is better because it gives a fuller picture of the actual workload salespeople encounter and is therefore more realistic

An independent sales representative is:

a salesperson who is not employed by the company and may sell products from more than one company

Salesforce automation (SFA) systems make life easier for salespeople by:

minimizing the time salesperson spend on repetitive tasks

A common usage of contact management software is:

reminders to visit or call buyers at a requested interval

Different sales performance variables are categorized in sales by:

input or output goals

Salespeople did not reach their goals for the past recording period. What should their sales managers do?

Find out why and help them with activities that will help them meet their goals

Why should a company analyze its turnover rate?

A high turnover rate costs a company money in hiring processes and training, so analyzing the rate allows companies to fix problems to save money

Which of the following is an uncontrollable reason for salesforce turnover?

Marriage

The purpose of a detailed job analysis by a manager is to:

codify the necessary skills and qualities for the job so a manager can hire a candidate with those skills and qualities

Managers who rush through the hiring process and assume that candidate problems can be fixed during the training process:

are likely to find that the problems are not correctable, and the hire is a mistake

When an internal candidate is hired for a sales position, that person’s current manager must now:

fill the position that this candidate is vacating to join the sales staff

What is one way a company can encourage its employees to refer their friends who are excellent candidates for sales positions?

Offer a bonus to employees whose friends are hired and stay for at least a year

If a sales manager has formal power, it comes from:

the authority given to accomplish the manager’s job

A sales manager who is very knowledgeable about business and gives praise and gratitude to the sales team is displaying what type of power?

Expert and referent

Ethical leadership focuses on:

transactional and transformative leadership behaviors

Which type of leadership style is exemplified by caring, supporting, and concern for their salespeople?

Transformational

Good sales coaching is characterized by all the following characteristics EXCEPT:

providing supportive generalized feedback

Which of the following CAN be corrected with sales coaching?

Managing a sales funnel

A distinguishing characteristic of mentoring is a:

supportive professional development relationship between a senior and junior person

The two most advantageous times to have mentorships is during:

the beginning of a career and when employees reach a career plateau

Information gathered by territory, salesperson, or product about sales by volume, quota, and other measures is referred to as a:

sales analysis

The report that shows the relationship of what was sold to how much it cost the firm to make those sales is the:

cost analysis

A salesforce may have missed sales goals in all the following situations EXCEPT:

The sales goals were too low

Qualitative performance measures are measures:

that are not inherently quantified with a number

A tendency to evaluate an employee unfairly is also referred to as:

evaluation bias

Of the five types of evaluation bias, which one punishes a person who has made the same efforts but fewer results than another person?

Outcome bias

Performance reviews that are influenced by how much a manager likes or dislikes a sales representative are examples of:

interpersonal bias

All of the following practices will help minimize the effects of evaluation bias EXCEPT:

Come into the evaluation blind, without having seen the ratings form before

Understanding what motivates individual sales representatives is an important part of the sales manager’s job because motivational activities:

when done correctly can be motivational, but when done improperly can be demotivational

A sales representative who is motivated by intrinsic factors would most value:

how work makes them feel

The motivational approaches of Maslow, McClelland, and Herzberg all focus on:

content of motivation

According to McClelland’s Needs Approach, salespeople are motivated by which of the following?

power, achievement, and affiliation

Herzberg's Two-Factor Approach presumes that salespeople are motivated by what types of factors?

motivation and hygiene

Adam's Equity Theory proposes that salespeople will be motivated based on how they feel:

in comparison to others in similar jobs

Marketplace environment, organizational culture, and business strategy all contribute to an organization’s:

total rewards program

Expense accounts are used to do all of the following, EXCEPT:

give salespeople extra income without having to declare it on their taxes

Which of the following is not part of establishing a successful sales training program?

Determining ownership of the training program

The first step in producing valuable sales training programs is to identify:

where in the organization training is needed

All of the following are good sources of information to use in identifying training needs EXCEPT:

employee handbooks

When a manager has determined that an employee would benefit from training, the manager should:

develop an individualized training plan for the employee

The expectation for new hires who can get involved with on-the-job training, or shadowing current sales reps, is to:

model the behavior of the experienced salespeople

After identification of an organization’s training needs, what process follows?

Developing the learning objectives for each training program

Using pre- and post-training metrics is a frequent method of assessing a training program. The shortcoming of this approach is:

it doesn’t indicate if the material is being applied in the field

At the completion of training, a commonly overlooked action is:

reinforcement of new behaviors