Q&A Hero

Q: Situational leadership occurs when: A) the leader passes the character test B) good performance is properly rewarded C) the leader's style matches the situation D) the coach helps the salesperson recognize the need for performance improvement E) the leader guides the team through a changing situation

Q: What is the best suggestion for assessing sales force productivity? A) Recognize that frequency of sales calls is the best indicator of success. B) Realize that sales call frequency must be compared to the profit earned on each account. C) Recognize that assessing sales force productivity is more "art" than "science." D) Compare salespeople with others on the sales force who have similarly-sized territories. E) Compare a salesperson's current productivity with past productivity.

Q: Which of the following characteristics of a sales manager provides evidence of structure? A) Policies and procedures are clearly defined. B) Each salesperson is treated as an individual. C) Efficient communication is given a high priority. D) Members of the sales force receive regular recognition. E) Salespeople are encouraged to solve their own problems

Q: The training programs of both small and large marketing firms should incorporate three dimensions. One of them is knowledge of the product line, company marketing strategies, territory information, and business trends. What are the other two? A) knowledge of personal selling skills; in-field sales training with supervision B) knowledge of personal selling skills; knowledge of self and others C) knowledge of company policies, procedures and benefits; stress management D) explanation of compensation methods; in-field sales training with supervision E) attitudes toward the company, its products, and its customers; application of personal selling principles and practices

Q: What is the best motivation suggestion for sales managers? A) Use external motivation methods exclusively because of their success. B) Recognize that internal motives are consistent throughout a sales career. C) Recognize that external motivation has almost no impact on performance. D) Attempt to motivate with a mix of external rewards and internal satisfaction. E) Employees who do not respond to external motivation will never perform well.

Q: A compensation plan which will likely produce the greatest degree of company-centeredness and financial security for the employee is: A) straight commission plan B) guaranteed salary C) straight salary D) guaranteed salary plus a bonus E) straight commission plus a bonus

Q: Paolo dos Santos, a sales manager for Paronille Corporation, provides all of his salespeople with scheduled performance appraisals. This behavior indicates that he is attempting to incorporate the dimension of: A) feedback B) structure C) empowerment D) consideration E) responsibility

Q: Newly hired salespeople are more likely to become productive staff members if they participate in a job orientation and a(n): A) training program B) college recruitment session C) tour of the production facilities D) introduction to corporate personnel E) induction ceremony

Q: A sales manager screening applicants for a sales position should most likely seek an individual who: A) will close sales no matter what it takes B) is familiar with other employees at the firm C) can bring large accounts from a competitor D) has entrepreneurial ideas E) is self-motivated

Q: Some organizations are using ability or aptitude assessment instruments to determine future performance in certain types of sales jobs. Experts in the field of employment testing say that test scores: A) can be very misleading to the employer, so they should not be used B) should not be considered because of possible legal problems C) are not helpful for most firms because of validity issues D) can be helpful when used in conjunction with other criteria E) are excellent measures to determine future performance

Q: The first step toward identifying the type of applicant to be recruited for a sales job is to: A) determine the compensation plan B) consult the sales staff for recommendations C) determine the actual duties of the position D) develop personality and skills assessments E) search for applicants from traditional sources

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. Sarah, a RealPlan sales representative, recently sold a software package to Mario, the owner of a small business. How can Sarah most likely create value for Mario now that the sale is complete? A) sending Mario product brochures B) becoming personal friends with Mario C) continuing to contact Mario to ask for referrals D) providing additional software training to Mario E) explaining the many software benefits to Mario

Q: On a customer satisfaction survey, which answer most likely suggests that RealPlan salespeople should focus on needs awareness? A) "The product was not as sturdy as the salesperson said it would be." B) "The product did not solve my primary problems." C) "The product is not a good value for the money." D) "The product arrived torn in the box." E) "The product had a strange color."

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. The sales director of RealPlan has observed that during the selling process the sales team primarily focuses on promoting product features and benefits to customers. Although the sales team has a high closure rate of initial sales, the team has a low rate of repeat business. Which stage of the typical buying process should RealPlan salespeople most likely focus on to improve customer retention rates? A) needs awareness B) building rapport C) presentation skills D) purchase procedures E) self-actualization

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. The sales director of RealPlan has developed a sales team training session to address the differences between consumer and business buyers. Which of the following is a true statement that should be included in the training session? A) In business sales, the initial contact is almost never the actual purchaser. B) In business sales, more than one person may be involved in the purchasing decision. C) In consumer sales, emotion plays a more significant role than logic in decision making. D) In consumer sales, a new-task buy is the most common type of purchasing situation. E) In consumer sales, even low-cost items involve significant consumer involvement.

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. What should the sales director of RealPlan most likely do before sending salespeople out to call on business buyers for the first time? A) Make sure the salespeople have talked to businesspeople before. B) Ask the salespeople to rehearse the standard customer presentation. C) Adjust the sales forecast using the normal sales cycle for customers. D) Build long-term strategic alliances by creating systems selling appeals. E) Discuss the differences between consumer buyers and business buyers.

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. A consumer who purchases the RealPlan product for the first time would most likely be engaging in a(n) ________ buying decision. A) straight rebuy B) variety-seeking C) modified rebuy D) habitual E) complex

Q: RealPlan sells a calendar/messaging/paperwork center that helps working parents organize their families' schedules and paperwork. The product has received positive feedback from buyers, and it is priced comparably to normal planners even though it offers more features and benefits. RealPlan has been selling various planning products to consumers for 10 years, and managers at the firm see an opportunity to move into the business market with a software version of the popular planner. RealPlan marketers have developed advertisements that show images of families spending quality time together enjoying fun activities. The implication of the ads is that the RealPlan product enables families to organize their busy schedules so well that more time is available for bonding. What are the RealPlan marketers most likely trying to do with these advertisements? A) Stimulate emotional buying motives. B) Examine rational buying motives. C) Appeal to working and single mothers. D) Engage common reference groups. E) Develop lifetime customer value.

Q: List the steps in the typical buying process.

Q: List and describe the three types of consumer buying situations.

Q: A first-time purchase of a product or service by a business-to-business customer is a(n) ________ buy.

Q: ________ is the first stage in the buying process.

Q: Decision-making authority in the area of pricing gives the salesperson more responsibility but less power because firms profit from all sales.

Q: Quotation management software enables firms to prepare written proposals that comply with federal RFP guidelines.

Q: The product selection process is often referred to as "product configuration."

Q: With fewer products being introduced in the marketplace today, it is easier for customers to decide what to buy and who to buy it from.

Q: A solution is a mutually shared answer to a recognized customer problem.

Q: A product strategy involves becoming a product expert and configuring value-added solutions.

Q: For a salesperson, why is style flexing more important in consultative sales than in transactional sales? A) In consultative sales the buyer needs to be able to believe the claims of the salesperson about the product. In transactional sales, the buyer knows the claims about the product are likely to be exaggerated or untrue as a matter of course. B) In consultative sales, sales managers are more likely to be assessing the salesperson's rapport with each customer, so proving that the salesperson is making the customer feel comfortable is key to receiving a good performance review. In transactional sales, performance reviews are based solely on hitting sales quotas. C) In consultative sales, salespeople often have to service the customer once the sale is complete, acting as account managers as well as salespeople, which means flexing styles according to the roles they play. In transactional sales, there is often no follow-up to the sale. D) In consultative sales, the salesperson and customer are building a relationship with each other toward the correct purchase, so they must feel comfortable with and trust each other. In transactional sales, a long-term relationship is not important. E) In consultative sales the customer expects to be catered to, so salespeople must use the customer's preferred communication style, or else the customer will switch to another service provider. In transactional sales, the customer often has no say over the terms of the sales interaction.

Q: Which of the following is another benefit to a salesperson of learning to style flex, aside from putting the customer at ease? A) Style flexing improves a salesperson's acting skills, which helps the salesperson to persuade reluctant buyers to place orders. B) Paying attention to the customer's communication style helps the salesperson better understand the customer's product or service needs. C) Additional time spent with a customer helps the salesperson to create a positive relationship that will likely result in closing the sale. D) Customers are more likely to purchase from salespeople who seem successful, so it is important for salespeople to make sure that their own personal styles are current. E) Style flexing allows a salesperson to divide customers into four groups, write one script for each, and standardize sales calls.

Q: Gavin's position at Pharma-Tech involves purchasing complex manufacturing components, making decisions based on technical data, and creating detailed, scientific reports. Tanya, the sales representative assigned to work with Gavin, has experienced difficulties in the past when attempting to communicate with Gavin, who is precise, aloof, serious, and disciplined. Which of the following would most likely help Tanya build a relationship with Gavin? A) Tanya should use both verbal and nonverbal communication styles to keep Gavin engaged in the sales presentation. B) Tanya should express great enthusiasm for the products she sells and ask Gavin many questions to draw him into the presentation. C) Tanya should give a quick-paced presentation and attempt to close the sale quickly to prevent wasting too much of Gavin's time. D) Tanya should take time to learn about Gavin's personal and work life before giving a brief overview of the product she is selling. E) Tanya should give a well-organized presentation with extensive documentation and avoid pressuring Gavin to make a quick decision.

Q: On the communication style grid, the two communication styles with low dominance are reflective and supportive. Salespeople with these two communication styles would be best suited for sales situations in which: A) the product is simple to understand so the salespeople don't have to spend much time with potential clients B) the product is highly technical and requires a strong focus on partnering over the long term to discover solutions for the client C) the customers understand the low dominance of the salespeople and are willing to work with them despite their communication differences D) the customers are all reflective or supportive communication styles E) the salespeople are not required to have direct contact with potential clients

Q: A salesperson who is having trouble determining his own communication style most likely falls into: A) the Excess Zone B) Zone One C) Zone Two D) the Flex Zone E) the Bias Zone

Q: Which of the following is most useful in guiding a salesperson in ethical behavior? A) official company policies on bribes and kickbacks B) salesperson's actions at previous jobs C) role model provided by sales manager D) competitors' actions E) customer expectations and desires

Q: If a potential client hints that they will give you a sale if you give them a gift, you should most likely: A) give the potential customer a gift B) tell your sales manager you are giving the customer a gift in exchange for the sale C) report this to your sales manager and ask for help turning the customer down D) report the customer to the Better Business Bureau or other oversight group E) refer the potential customer to another vendor who will participate in bribery

Q: In the partnering-style seller/buyer relationship, what is the foundation for creating value? A) emotional intelligence B) communication skills C) customer-oriented strategies D) organizational policies E) ethical decision making

Q: Which of the following is a point of view that has most likely eroded character in business? A) Innovation and aggressive development of markets should be rewarded. B) Respect must be earned, not mandated. C) Corporations exist to maximize shareholder value. D) Integrity may not show immediate results but will eventually return to you. E) Teamwork is a core value of successful companies.

Q: Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence? A) self-confidence B) professionalism C) adaptability D) optimism E) empathy

Q: Culture is the sum total of beliefs, values, knowledge, ethnic customs, and objects that people use to adapt to their environment.

Q: The primary focus of trust in transactional sales is trust in the person who sells the product.

Q: If you are not breaking the law, then you are acting in an ethical manner.

Q: The role of the salesperson is to diagnose buyer need and determine how to extract value from the situation.

Q: The Uniform Commercial Code is a legal guide that strives to reduce the number of telemarketing calls.

Q: A majority of the states have passed legislation establishing a cooling-off period during which the consumer may void a contract to purchase goods and services.

Q: Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team. The sales managers and director of sales need to evaluate sales production levels. The company's policy has been to compare each sales representative's sales to their sales the previous year. Which of the following is the strongest argument for changing this method of evaluation? A) Sales representatives do not always sell the same amount each year. B) Sales representatives should not be evaluated by the amount that they sell. C) Changes in products or prices can change sales amounts, so yearly figures are not comparable. D) Because of the product life cycle, amounts should be compared quarter to quarter, not year to year. E) Comparisons should be made to the group as a whole, not to individuals themselves.

Q: Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team. Each year, Aspen and the other sales managers meet with the director of sales to reevaluate the compensation plan for sales representatives. Last year they decided that the current compensation plan was tempting the sales representatives to compete too hard with each other and cross ethical lines. To maintain some healthy competition, provide employees with direct financial security, and encourage the sales representatives to act in the company spirit, a ________ compensation plan would be most appropriate. A) straight commission B) commission with a guaranteed salary C) fixed salary D) bonus with a straight commission E) straight salary

Q: Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team. To provide external motivation, Aspen is considering a sales contest. What is the best advice to give Aspen as she designs the contest? A) Keep contest time frames short to increase the number of winners. B) Use contests frequently to ensure long-term motivation. C) Expand territory sizes to ensure the contest motivates all salespeople. D) Utilize the same reward for every sales contest to ensure equity. E) Provide cash bonuses to all contest winners to ensure full participation.

Q: Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team. Aspen manages a team of sales representatives who have all chosen careers in sales because it allows them to make a living interacting with and helping people. One of the biggest sources of internal motivation for her sales team is most likely the ability to: A) convince people to buy products they don't need B) solve their customers' problems C) ask people to spend money on sports equipment D) discount prices when they need to make a sale E) explore sports they would otherwise not have tried

Q: Aspen Stewart is one of five sales managers at a sports equipment company. She and the other sales managers are under pressure from management to keep their teams of sales representatives motivated and hitting their sales quotas. Because of that, Aspen has studied psychology and motivation, and is always looking for better ways to motivate her team. The biggest factor in motivation for sales representatives is enjoying sales as a career. This means that the best way for Aspen to build a motivated sales team is to: A) teach employees to cold-call more efficiently B) implement a straight commission compensation plan C) offer cash bonuses for the top sellers each month D) provide all employees with the same benefits E) provide a mix of external and internal rewards

Q: Johan Yee has been a sales representative at a medium-sized textbook publishing house for five years. He has just been promoted by the sales director of his company to sales manager of a new territory. As sales manager, he is tasked with hiring and training three new sales representatives for his team. Johan needs to determine the personal character and ethics of candidates. Which of the following interview questions would be LEAST relevant for this task? A) "What are your three core values?" B) "What does integrity mean to you?" C) "How do you handle negotiations?" D) "Who are your role models and why?" E) "How would your previous manager describe you?"

Q: Johan Yee has been a sales representative at a medium-sized textbook publishing house for five years. He has just been promoted by the sales director of his company to sales manager of a new territory. As sales manager, he is tasked with hiring and training three new sales representatives for his team. During the interviewing process, Johan needs to determine if candidates have certain qualities that are necessary for sales success. Which of the following characteristics is most important for a sales job? A) spatial skills B) physical stamina C) compliance D) self-motivation E) cognitive ability

Q: Johan Yee has been a sales representative at a medium-sized textbook publishing house for five years. He has just been promoted by the sales director of his company to sales manager of a new territory. As sales manager, he is tasked with hiring and training three new sales representatives for his team. Johan crafts a descriptive ad and receives hundreds of resumes in response. He reads through them and chooses the 20 best candidates. To further screen candidates, he invites those 20 to take a test that profiles their skills. What is the best advice to give Johan about testing? A) Rely solely on predictive assessment instruments which are more reliable than quantitative interviews. B) Conduct testing online to ensure that candidates possess the technical skills needed for the position. C) Use test scores to predict a candidate's verbal and nonverbal communication skills which are necessary in sales. D) Provide candidates with multiple tests to ensure that results are both valid and reliable predictors of sales success. E) Use test results in conjunction with information obtained from the personal interview and reference checks.

Q: Johan Yee has been a sales representative at a medium-sized textbook publishing house for five years. He has just been promoted by the sales director of his company to sales manager of a new territory. As sales manager, he is tasked with hiring and training three new sales representatives for his team. Soon after receiving the promotion, Johan is approached by the administrative assistant of his former sales unit. She tells him that she wants to join his team as a sales representative. She points out that she has solid knowledge of the products and company procedures already, and that he knows that she is a hard worker. What other benefit would there be to Johan in hiring her as a sales representative? A) He knows that she fits into the company culture and understands its mission. B) He knows that he can pay her less than someone hired from outside the company. C) He has a personal friendship with her, which means he will be able to manage her better. D) He knows that she is outgoing, which is the primary characteristic of a good salesperson. E) He has never had a disagreement with her, so there is no reason not to hire her.

Q: Johan Yee has been a sales representative at a medium-sized textbook publishing house for five years. He has just been promoted by the sales director of his company to sales manager of a new territory. As sales manager, he is tasked with hiring and training three new sales representatives for his team. What should Johan do first to begin the process of hiring new team members? A) Place job ads on Internet job search sites like Monster.com. B) Write a detailed description of job duties and requirements. C) Engage an employment agency to find qualified candidates. D) Draft a training schedule of what skills employees need. E) Sort through resumes to decide who should be interviewed first.

Q: Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired. Management sends Victor to a workshop about coaching employees to success. At the workshop, Victor learns that the first step in the coaching process is to: A) appeal to the salesperson's emotions by sharing personal experiences B) allow the salesperson to suggest ideas for improving performance C) enable a salesperson to admit that a performance problem exists D) create and implement a new presentation style for the salesperson E) observe and assess employee performance during actual sales calls

Q: Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired. Several sales representatives complain that Victor shows a lack of consideration for their ideas and feelings and treats them all like cogs. Which of the following would most likely help Victor improve his consideration skills? A) Make blanket policies to treat employees equally and consistently. B) Take a communication skills class to learn how to read nonverbal clues. C) Schedule face-to-face meetings with sales representatives on a regular basis. D) Make decisions quickly and firmly to ensure the success of the entire sales team. E) Make SMART goals to improve sales results and increase long-term organizational profits.

Q: Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired. One sales representative complains that she never knows where she stands with Victor because he rarely provides feedback. The sales representative also indicates that Victor fails to communicate his expectations to sales team members. Victor most likely needs to work on the leadership dimension of: A) mentoring B) motivation C) organization D) structure E) consideration

Q: Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired. Since Victor spends part of his time on the road meeting with customers, which of the following would most likely help Victor manage his sales staff? A) active listening principles B) videoconferencing tools C) territory management skills D) stress relief activities E) blogging capabilities

Q: Victor Craig is sales director for a software company selling diagnostic software to automotive repair shops all across the country. He has been with the company for 14 months and manages a staff of six sales representatives. Victor also covers a four-state territory himself. On Monday the CEO of the company calls Victor into his office and states that management is dissatisfied with Victor's performance as sales director. Victor has 90 days to turn his performance around, or he will be fired. The CEO suggests that Victor attend a training program for sales managers. If the program is like most others, which of the following topics will most likely be covered? A) motivating salespeople B) forecasting short-term sales C) managing sales territories D) handling office politics E) calculating ROI

Q: Many companies are experimenting with some variation of their basic compensation plans such as awards in the form of cash or points that can be used to purchase prizes. Award programs can be styled to suit a variety of sales objectives. List and describe four possible objectives.

Q: Rosalinda Goldstein, a sales manager, is rated very low in the quality described as "structure." What steps should she take to incorporate more structure into her leadership style?

Q: ________ is an intrinsic reward that occurs when a duty or task is performed.

Q: ________ is an interpersonal process between the sales manager and the salesperson in which the manager helps the salesperson improve performance in a specific area.

Q: A(n) ________ is an explanation of what the salesperson will do and under what conditions the work will be performed.

Q: ________ represents the first step in helping a newly hired salesperson become a productive member of your staff.

Q: Most successful supervisory management personnel display two important dimensions of effective leadership: ________ and ________.

Q: The number of calls made on an account should most likely: A) equate to the maturity of the product B) correspond to the seniority of the salesperson C) be the same for all accounts in the territory D) vary from salesperson to salesperson E) relate to the sales potential of the account

Q: The primary purpose of measuring sales force productivity is to: A) calculate the number of calls each salesperson makes every quarter B) compare the number of sales presentations each salesperson makes C) calculate the firm's total sales volume for a specific period of time D) analyze the profitability of each salesperson's sales volume E) assess the ratio of profits to sales for the sales force

Q: Which of the following would LEAST likely be an objective of a compensation plan developed for sales team members? A) identifying sources for hiring new salespeople B) increasing sales by a specific percentage C) increasing the number of sales calls D) establishing new accounts E) selling specific products

Q: What is the first step in developing an effective sales training program? A) measuring sales training interest levels B) conducting a training needs assessment C) establishing a sales training budget D) setting sales training goals E) selecting a training provider

Q: Managers who use rewards as external motivators for salespeople should most likely: A) set goals that are realistic B) set goals based only on final sales numbers C) give rewards at regular intervals D) give primarily financial rewards E) give the same rewards to all salespeople

Q: Managers using rewards to motivate employees should most likely bear in mind that: A) short-term motivation contests should be used frequently due to their success B) motivational goals should be impractical to ensure that employees work hard C) rewards should be balanced out by long-term disciplinary actions D) employees prefer financial rewards over non-financial rewards E) not all employees value the same rewards

Q: What is the primary benefit of seeking job candidates within your own company? A) Job descriptions are unnecessary. B) Mentors are more willing to provide assistance. C) Hiring requirements can be lowered for cost savings. D) Current employees are familiar with company policies. E) Private employment agencies charge fees for recruitment.

Q: Which of the following questions is LEAST relevant when developing a job description for a sales position? A) Will the person be developing a new sales territory? B) Is the product well established in the marketplace? C) What is the average rate of employee turnover? D) Will the salesperson work independently? E) What amount of travel will be required?

Q: All of the following are good sources for recruiting quality candidates for sales jobs EXCEPT: A) Internet job sites B) mediation agencies C) newspaper advertisements D) employment agencies E) candidates within the company

Q: Ken Blanchard says that the key to developing people is to: A) focus on catching them doing something right B) give them a clear path to follow for their careers C) mentor them closely for many years D) make sure they're in jobs that fit their skill sets E) use both internal and external rewards

Q: Coaching focuses on helping the salesperson recognize the need to improve his or her performance and: A) using specially-sequenced exercises B) tracking performance improvements carefully C) encouraging salespeople to focus on primary tasks D) creating space for salespeople to develop professionally E) developing the salesperson's commitment to improve performance

Q: Consideration is most likely characterized by: A) prioritizing the group over the individual B) caring more about the welfare of employees than about self C) becoming personal friends with employees and their family members D) establishing a climate of good two-way communication between a leader and team members E) ensuring close supervision of each salesperson to make sure they adhere to company policies

Q: The Leadership Grid portrays dimensions of: A) leadership and management B) motivation and skills C) consideration and structure D) empathy and direction E) recruitment and training

Q: The process of planning, implementing, and controlling the personal selling function is called: A) leadership B) sales management C) comptrolling D) organizational strategy E) motivation