Question 1

Which of the following is an example of a productivity ratio that a sales manager might use to evaluate a sales representative?

Accepted Answer

A)  Order cancellation ratio 
B)  Lost account ratio 
C)  Planned call ratio 
D)  Average order size ratio 
E)  All of the above 
A)  Order cancellation ratio 
B)  Lost account ratio 
C)  Planned call ratio 
D)  Average order size ratio 
E)  All of the above

Question 2

Customer relationship management (CRM) emphasizes the relationship of the customer to the salesperson.

Accepted Answer

A) True 
 B)False

Question 3

Outcome bias occurs when a sales manager:

Accepted Answer

A)  Allows the outcome of a mistake made by a salesperson to overly influence the his or her decision 
B)  Allows the basis of a decision made by the manager to overly influence the salesperson 
C)  Allows the basis of a decision made by a salesperson to overly influence the his or her decision 
D)  Allows the input of a decision or a series of decisions made by a manager to overly influence the performance ratings made by the manager 
E)  Allows the outcome of a decision or a series of decisions made by a salesperson to overly influence the performance ratings made by the manager 
A)  Allows the outcome of a mistake made by a salesperson to overly influence the his or her decision 
B)  Allows the basis of a decision made by the manager to overly influence the salesperson 
C)  Allows the basis of a decision made by a salesperson to overly influence the his or her decision 
D)  Allows the input of a decision or a series of decisions made by a manager to overly influence the performance ratings made by the manager 
E)  Allows the outcome of a decision or a series of decisions made by a salesperson to overly influence the performance ratings made by the manager

Question 4

In reviewing Tom's sales performance, his sales manager sees Tom had a very high rate of canceled orders. This may indicate Tom:

Accepted Answer

A)  Is not calling on enough customers 
B)  Is using high-pressure tactics 
C)  Avoids calling on difficult customers 
D)  Is not putting sufficient effort into his job 
E)  Is pursuing too many small orders 
A)  Is not calling on enough customers 
B)  Is using high-pressure tactics 
C)  Avoids calling on difficult customers 
D)  Is not putting sufficient effort into his job 
E)  Is pursuing too many small orders

Question 5

Which of the following is an example of an objective evaluation method?

Accepted Answer

A)  Personality rating factors 
B)  Active and new prospect account tallies 
C)  Behaviorally anchored rating scales 
D)  Technical skills 
E)  Good customer relationship tallies 
A)  Personality rating factors 
B)  Active and new prospect account tallies 
C)  Behaviorally anchored rating scales 
D)  Technical skills 
E)  Good customer relationship tallies

Question 6

As a rating system, BARS is costly to implement.

Accepted Answer

A) True 
 B)False

Question 7

The account penetration ratio:

Accepted Answer

A)  Provides a direct measure of whether the salesperson is skimming the cream off the territory 
B)  Measures how well a salesperson is able to keep prior accounts as active customers 
C)  Measures how successful a salesperson is at turning leads into suspects 
D)  Indicates a salesperson's average success per account 
E)  Reveals the salesperson's call patterns 
A)  Provides a direct measure of whether the salesperson is skimming the cream off the territory 
B)  Measures how well a salesperson is able to keep prior accounts as active customers 
C)  Measures how successful a salesperson is at turning leads into suspects 
D)  Indicates a salesperson's average success per account 
E)  Reveals the salesperson's call patterns

Question 8

What is 360-degree performance feedback?

Accepted Answer

360-degree performance feedback is perfo

Question 9

Interpersonal bias, lack of an outcome focus and the halo effect are all problems encountered with:

Accepted Answer

A)  Marketing audits 
B)  Cost/profitability analyses 
C)  Performance measures based on a salesperson's service record 
D)  The BARS system 
E)  Subjective performance rating forms 
A)  Marketing audits 
B)  Cost/profitability analyses 
C)  Performance measures based on a salesperson's service record 
D)  The BARS system 
E)  Subjective performance rating forms

Question 10

The acronym BARS stands for Behavior Activated Ranking System.

Accepted Answer

A) True 
 B)False

Question 11

What are the common problems associated with subjective measures of sales performance?

Accepted Answer

The common problems include: l

Question 12

Which of the following describes an advantage inherent in the BARS (behaviorally anchored rating scale) system?

Accepted Answer

A)  A BARS system removes the possibility of bias 
B)  A BARS system is inexpensive to develop and implement 
C)  A BARS system emphasizes behavior and performance rather than effectiveness 
D)  A BARS system provides an accurate measure of behavior, performance and effectiveness 
E)  A BARS system gives management the ability to develop one scale to assess the performance of all types of salespeople within their firm 
A)  A BARS system removes the possibility of bias 
B)  A BARS system is inexpensive to develop and implement 
C)  A BARS system emphasizes behavior and performance rather than effectiveness 
D)  A BARS system provides an accurate measure of behavior, performance and effectiveness 
E)  A BARS system gives management the ability to develop one scale to assess the performance of all types of salespeople within their firm

Question 13

Which of the following is NOT a measure of salespeople's effectiveness?

Accepted Answer

A)  Sales volume 
B)  Market share 
C)  Profitability of sales 
D)  Effort 
E)  Customer retention rate 
A)  Sales volume 
B)  Market share 
C)  Profitability of sales 
D)  Effort 
E)  Customer retention rate

Question 14

In addition to sales and profits, the other measures firms use to evaluate salespeople fall into two broad categories: (1) objective measures and (2) subjective measures.

Accepted Answer

A) True 
 B)False

Question 15

The concept of performance management is analogous to:

Accepted Answer

A)  Behavioral anchored rating scales BARS) 
B)  Total quality management TQM) 
C)  Performance promotion policies PPP) 
D)  Just-in-time sales JIT) 
E)  Accelerated sales analysis AS
A)  
A)  Behavioral anchored rating scales BARS) 
B)  Total quality management TQM) 
C)  Performance promotion policies PPP) 
D)  Just-in-time sales JIT) 
E)  Accelerated sales analysis AS
A)

Question 16

Behavior is what salespeople:

Accepted Answer

A)  Do 
B)  Avoid 
C)  Find rewarding 
D)  Offer customers 
E)  All of the above 
A)  Do 
B)  Avoid 
C)  Find rewarding 
D)  Offer customers 
E)  All of the above

Question 17

What are the typical measures of effectiveness used in assessing salespeople?

Accepted Answer

The typical measures include s

Question 18

As a rating system, BARS tends to emphasize effectiveness rather than behavior and performance.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following would NOT be an advisable instruction to management for the completion of performance rating forms?

Accepted Answer

A)  Guard against the common tendency to overrate 
B)  Do not let personal like or dislike influence your rating 
C)  Have sound reasons for your ratings 
D)  Never rate an employee on several instances of good or poor work, but rather, on his or her general success or failure over the whole appraisal period 
E)  Base your rating on the salesperson's potential ability 
A)  Guard against the common tendency to overrate 
B)  Do not let personal like or dislike influence your rating 
C)  Have sound reasons for your ratings 
D)  Never rate an employee on several instances of good or poor work, but rather, on his or her general success or failure over the whole appraisal period 
E)  Base your rating on the salesperson's potential ability

Question 20

The instruction, ""Do not permit your evaluation of one factor to influence your evaluation of another,"" would prevent _____ from affecting a performance measurement rating form.

Accepted Answer

A)  Organizational use influences 
B)  A lack of outcome focus 
C)  The halo effect 
D)  The central tendency effect 
E)  Interpersonal bias 
A)  Organizational use influences 
B)  A lack of outcome focus 
C)  The halo effect 
D)  The central tendency effect 
E)  Interpersonal bias

Which of the following is an example of a productivity ratio that a sales manager might use to evaluate a sales representative?

Customer relationship management (CRM) emphasizes the relationship of the customer to the salesperson.

Outcome bias occurs when a sales manager:

In reviewing Tom's sales performance, his sales manager sees Tom had a very high rate of canceled orders. This may indicate Tom:

Which of the following is an example of an objective evaluation method?

As a rating system, BARS is costly to implement.

The account penetration ratio:

What is 360-degree performance feedback?

Interpersonal bias, lack of an outcome focus and the halo effect are all problems encountered with:

The acronym BARS stands for Behavior Activated Ranking System.

What are the common problems associated with subjective measures of sales performance?

Which of the following describes an advantage inherent in the BARS (behaviorally anchored rating scale) system?

Which of the following is NOT a measure of salespeople's effectiveness?

In addition to sales and profits, the other measures firms use to evaluate salespeople fall into two broad categories: (1) objective measures and (2) subjective measures.

The concept of performance management is analogous to:

Behavior is what salespeople:

What are the typical measures of effectiveness used in assessing salespeople?

As a rating system, BARS tends to emphasize effectiveness rather than behavior and performance.

Which of the following would NOT be an advisable instruction to management for the completion of performance rating forms?

The instruction, ""Do not permit your evaluation of one factor to influence your evaluation of another,"" would prevent _____ from affecting a performance measurement rating form.

Introduction to Sales Management in the Twenty-First Century

The Process of Selling and Buying

Linking Strategies and the Sales Role in the Era of Customer Relationship Management

Organizing the Sales Effort

The Strategic Role of Information in Sales Management Comprehensive Cases for Part One

Salesperson Performance: Behavior, Role Perceptions, and Satisfaction

Salesperson Performance: Motivating the Sales Force

Personal Characteristics and Sales Aptitude: Criteria for Selecting Salespeople

Sales Force Recruitment and Selection

Sales Training: Objectives, Techniques, and Evaluation

Salesperson Compensation and Incentives Comprehensive Cases for Part Two

Cost Analysis

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Exam 13: Evaluating Salesperson Performance

Which of the following is an example of a productivity ratio that a sales manager might use to evaluate a sales representative?

Customer relationship management (CRM) emphasizes the relationship of the customer to the salesperson.

Outcome bias occurs when a sales manager:

In reviewing Tom's sales performance, his sales manager sees Tom had a very high rate of canceled orders. This may indicate Tom:

Which of the following is an example of an objective evaluation method?

As a rating system, BARS is costly to implement.

The account penetration ratio:

What is 360-degree performance feedback?

Interpersonal bias, lack of an outcome focus and the halo effect are all problems encountered with:

The acronym BARS stands for Behavior Activated Ranking System.

What are the common problems associated with subjective measures of sales performance?

Which of the following describes an advantage inherent in the BARS (behaviorally anchored rating scale) system?

Which of the following is NOT a measure of salespeople's effectiveness?

In addition to sales and profits, the other measures firms use to evaluate salespeople fall into two broad categories: (1) objective measures and (2) subjective measures.

The concept of performance management is analogous to:

Behavior is what salespeople:

What are the typical measures of effectiveness used in assessing salespeople?

As a rating system, BARS tends to emphasize effectiveness rather than behavior and performance.

Which of the following would NOT be an advisable instruction to management for the completion of performance rating forms?

The instruction, ""Do not permit your evaluation of one factor to influence your evaluation of another,"" would prevent _____ from affecting a performance measurement rating form.

Introduction to Sales Management in the Twenty-First Century

The Process of Selling and Buying

Linking Strategies and the Sales Role in the Era of Customer Relationship Management

Organizing the Sales Effort

The Strategic Role of Information in Sales Management Comprehensive Cases for Part One

Salesperson Performance: Behavior, Role Perceptions, and Satisfaction

Salesperson Performance: Motivating the Sales Force

Personal Characteristics and Sales Aptitude: Criteria for Selecting Salespeople

Sales Force Recruitment and Selection

Sales Training: Objectives, Techniques, and Evaluation

Salesperson Compensation and Incentives Comprehensive Cases for Part Two

Cost Analysis

Filters