Deck 11: Sales Management and Sales 2.0

Question 1

A firm's sales strategy is important because it:

A) Has a major impact on the firm's sales and profit performance.
B) Sets the stage for higher-level strategic decision making.
C) Influences recruitment, selection, and training of the sales force.
D) Both a and c are correct.
E) Both a and b are correct.

Answer 1

D

Question 2

Bill has four salespeople that report directly to him, and Bill reports their activity to the manager of his region. Bill is most likely a:

A) Regional Sales Manager
B) District Sales Manager (Field Sales Manager)
C) Vice President of Sales
D) Chief Sales Officer
E) None of the above

Answer 2

B

Question 3

Which of the following is most accurate with respect to the relationship between sales strategy and corporate strategic decisions?

A) Strategic decisions made at the corporate level should be consistent with sales strategy decisions.
B) Sales strategy decision making should be consistent with strategic decisions made at the corporate level.
C) Once the front line sales managers develop their sales strategy, the organization can determine its overall operational strategy.
D) Generally, sales managers determine sales strategy without consideration of the corporate level strategies.
E) None of the above is accurate.

Answer 3

B

Question 4

Natalie is a sales manager and trying to determine the best type of relationship to seek with the different account groups her company serves. Natalie should keep in mind that:

A) Most customers prefer a lower level transaction-based relationship.
B) Most customers prefer a higher level collaborative relationship.
C) Selling costs are increased when serving accounts with higher-level relationships.
D) The relationship desired by the customer takes priority over the cost of serving that customer.
E) Natalie needs to keep each of the above in mind.

Question 5

The classification of accounts (within a target market)into categories for the purpose of developing strategic approaches for selling to each account or account group is known as:?

A) Account targeting strategy
B) Relationship strategy
C) Market segmentation
D) Target marketing
E) None of the above

Question 6

Strategies which focus on ensuring accounts receive the proper selling effort and coverage (e.g., the use of company sales force or independent representatives)are referred to as:

A) Account targeting strategies
B) Selling strategies
C) Relationship strategies
D) Sales channel strategies
E) None of the above are correct

Question 7

Which of the following best reflects the relationship between account targeting strategies and relationship strategies?

A) Relationship strategies provide the basis for account targeting strategies.
B) Account targeting strategies provide the basis for relationship strategies.
C) Relationship strategies are independent of account targeting strategies.
D) Both a and b are correct.
E) Both b and c are correct.

Question 8

Which of the following is not one of the major steps in the sales management process?

A) Directing the sales force
B) Determining sales force effectiveness and performance
C) Defining the strategic role of the selling function
D) Developing the sales force
E) All of the above are major steps in the sales management process

Question 9

The "consultative" selling strategy is most appropriate when following a ________ relationship strategy.

A) Transaction
B) Collaborative
C) Solutions
D) Partnership
E) Both B and D are correct

Question 10

Karen's responsibilities include planning, implementing and controlling the personal selling function. Karen's job is most likely that of a:

A) Human resource manager
B) Sales manager
C) Marketing product manager
D) Client services representative
E) Customer service agent

Question 11

Managing an organization's personnel selling function is called:

A) Management
B) Sales management
C) Organizational strategy
D) Sales strategy
E) Personnel management

Question 12

Which of the following is not one of the sales organization "Best Practices" identified in the text?

A) Train and coach the right skill set.
B) Integrate sales with other business functions.
C) Recruit and hire the best sales talent.
D) Keep a focus on profitability.
E) Use information technology effectively to learn about customers.

Question 13

With respect to selling strategies, which of the following is most accurate?

A) Achieving the desired type of relationship (with a customer) in a productive manner requires using different selling strategies.
B) Customers generally prefer consultative relationships.
C) The cost of establishing and maintaining a relationship isn't an important factor.
D) Selling strategies designed to establish and maintain transaction-based relationships are more profitable than other selling strategies.
E) Selling strategies focusing on maximizing profit in the short-run are more important than those that don't.

Question 14

Jamison Co.'s sales force has always had trouble gaining market share despite having superior products at competitive prices. Which of the following "best practices" should the company consider employing?

A) Recruiting and hiring the best sales talent.
B) Moving from a salary to a commission compensation structure.
C) Separating the selling function from the marketing function.
D) Retraining the sales force to focus on profitability and market share growth through price-cutting.
E) Developing a more efficient production system to lower costs.

Question 15

Which of the following best reflects an account targeting strategy?

A) A decision to build transaction-based relationships with customers.
B) The categorization of accounts based on volume and purchase frequency.
C) The elimination of a low-profit product from the product line.
D) A decision to target accounts in a particular geographic region.
E) All of the above are examples of account targeting strategies.

Question 16

Who is generally responsible for developing sales strategies at the account level?

A) Sales Managers and Salespeople
B) Chief Selling Officer.
C) Regional Sales Managers
D) Customer Service Manager
E) Sales Strategy Manager

Question 17

Independent sales representatives are generally referred to as?

A) Manufacturer representatives
B) The company's sales force
C) Detailers
D) The temporary sales force
E) Any of the above.

Question 18

Jennifer has finished establishing relationship strategies for the account groups her sales team serves. She should now focus on developing:

A) Account targeting strategies.
B) Sales call strategies for each account.
C) Selling strategies for each relationship strategy.
D) A strategic prospecting plan.
E) Her sales team.

Question 19

Which of the following is not one of the four major steps in the sales management process?

A) Directing the sales force
B) Determining sales force effectiveness and performance
C) Defining the strategic role of the selling function
D) Developing the sales force
E) Recruiting and terminating the sales force

Question 20

Which of the following is not one of the sales manager "Best Practices" identified in the text?

A) Give salespeople continuous feedback.
B) Build enthusiasm throughout the sales team.
C) Ensure top performers are identified and compensated much better than lower performers.
D) Emphasize continuous job improvement and career development
E) All the above are "Best Practices".

Question 21

Steve is a salesperson who is responsible for selling only two of his company's 15 products. Steve is working in a _____________ sales force.

A) Decentralized
B) Centralized
C) Specialized
D) Geographic
E) None of the above

Question 22

A written summary of a particular job is referred to as the:

A) Job analysis
B) Job description
C) Job qualifications
D) Job survey
E) Job type

Question 23

The first step of the sales training process is?

A) Set training objectives
B) Design sales training programs
C) Evaluate training alternatives
D) Assess sales training needs
E) None of the above

Question 24

The number of individuals who report to each sales manager is called the:

A) Span of control.
B) Sales force.
C) Sales force allocation.
D) Sales work force.
E) Sales Management Employee Domain (SMED).

Question 25

Which of the following is not one of the sales organization alternatives discussed in the text?

A) Geographic
B) Product
C) Market
D) Functional
E) Decentralized

Question 26

The collection of skills, knowledge, personal traits, aptitude and willingness to accept occupational conditions necessary to perform the job is referred to as the:

A) Job analysis
B) Job description
C) Job qualifications
D) Job survey
E) Job type

Question 27

Sales forces in which salespeople sell only part of the product line are said to be:

A) Specialized
B) Centralized
C) Generalized
D) Cross-Managed
E) Differentiated

Question 28

Bill is employing a mental states selling strategy for one of his account groups. It's most likely Bill is seeking a ___________ relationship with these customers.

A) Collaborative
B) Consultative
C) Transaction-based
D) Partnership
E) Multipoint

Question 29

After reading the ______________ for an open sales position, Sandy has determined the company recruiting for that position will most likely find her to be an acceptable candidate?

A) Job analysis
B) Job description
C) Job qualifications
D) Job survey
E) Job type

Question 30

An examination of the tasks, duties, and responsibilities of the sales job is referred to as a:

A) Job analysis
B) Job description
C) Job qualification
D) Job survey
E) Job placement test

Question 31

With respect to the sales training process, after Brenda is done assessing the sales training needs, she should begin working on:

A) Evaluating training alternatives
B) Performing sales training
C) Setting training objectives
D) Setting the sales training schedule
E) Her computer

Question 32

The most widely used system for dividing responsibility is to organize the sales force on the basis of?

A) Products
B) Markets
C) Customers
D) Geography
E) None of the above

Question 33

The ability to employ activities that influence others to achieve shared goals that advance the organization is referred to as:

A) Sales leadership
B) Sales management
C) Sales supervision
D) Sales control
E) None of the above

Question 34

Planning for recruitment and selection is the first step of the recruitment and selection process. The second major step is:

A) Making an offer
B) Locating prospective candidates
C) Conducting interviews
D) Conducting a job analysis
E) Listing the job qualifications

Question 35

Anthony, a sales manager, is in the process of determining the extent to which the members of the sales force possess the skills, attitudes, perceptions, and behaviors required to be successful. Anthony is engaged in a/an?

A) Needs assessment
B) Job analysis
C) Job determination assessment
D) Training seminar
E) None of the above

Question 36

Managing an organization's personal selling function to include planning, implementing, and controlling the sales management process is called:

A) Sales leadership
B) Sales management
C) Sales supervision
D) Sales control
E) None of the above

Question 37

Companies employing multiple types of assessment when evaluating job candidates may benefit from utilizing a/an:

A) Software application
B) Web-based employment assessment protocol
C) Assessment center
D) Video conferencing system
E) Resume screening tool

Question 38

Once Marcus has completed delivery of the sales training program he needs to follow the final step of the sales training process (described in the text)which is:

A) Set training objectives
B) Perform follow-up training
C) Assess new training needs
D) Conduct follow-up and evaluation
E) Evaluate training alternatives

Question 39

The third major step of the recruitment and selection process is:

A) Locating prospective candidates
B) Conducting a job analysis
C) Attending career fairs
D) Writing a job description
E) Evaluating and hiring

Question 40

Management in organizations in which greater authority and responsibility are placed at higher management levels is said to be:

A) Specialized
B) Centralized
C) Vertically Stacked
D) Cross-Managed
E) Differentiated

Question 41

A comprehensive systematic approach for evaluating sales organization effectiveness, which provides management with diagnostic as well as prescriptive information, is called?

A) Sales organization effectiveness
B) Salesperson performance
C) Sales goal congruence
D) Holistic goal performance
E) Sales organization audit

Question 42

Jennifer is a Regional Sales Manager overseeing five districts and 30 salespeople and sales managers. When exercising her power, Jennifer should:

A) be reluctant to use any form of power.
B) be careful not to overuse the power of position or punishment.
C) reward all desired outcomes or behaviors.
D) minimize the power of her subordinates.
E) do all of the above.

Question 43

The function of focusing on continually developing salespeople by providing feedback and serving as a role model is called?

A) Coaching
B) Sales management
C) Transactional leadership
D) Transformational leadership
E) Executive sales management

Question 44

Which of the following is not one of the four key decision associated with conducting a sales analysis?

A) Unit of analysis
B) Production cost analysis
C) Type of sales
D) Method of analysis
E) Organization level of analysis

Question 45

A ________ examines the sales organization's past, current, and future sales performance in comparison to projections, competition, and industry sales.

A) Sales analysis
B) Salesperson audit
C) Sales projection audit
D) Analysis of variance (ANOVA)
E) Cost analysis

Question 46

To be an effective coach, sales managers should do all of the following except?

A) Establish a team approach.
B) Document corrective actions expected of salespeople.
C) Serve as a role model.
D) Recognize that salespeople are individuals.
E) Communicate with each subordinate in the same way to ensure fairness.

Question 47

Alan is a sales manager who relies heavily on rewards and punishment to lead his salespeople. Alan would probably best be characterized as having a __________ leadership style.

A) transformational
B) traditional
C) non-traditional
D) transactional
E) coercive

Question 48

An overall assessment of how well the sales organization achieved its goals and objectives is called?

A) Sales organization effectiveness
B) Salesperson performance
C) Sales goal congruence
D) Holistic goal performance
E) None of the above

Question 49

The leadership style that concentrates on inspiring employees to engage in certain behaviors and to perform at high levels is known as the ____________ leadership style.

A) transformational
B) traditional
C) non-traditional
D) transactional
E) reward-based

Question 50

Sharon has decided to conduct a sales analysis. She will be examining unit sales by district in the current period to unit sales by district in the previous period. The one key decision regarding the sales analysis Sharon still needs to make is _______?

A) Unit of analysis
B) Production cost analysis
C) Type of sales
D) Method of analysis
E) Organization level of analysis

Question 51

How well salespeople perform the activities necessary to carry out their sales responsibilities as well as their results and contributions to organizational objectives is known as?

A) Sales organization effectiveness
B) Salesperson performance
C) Sales goal congruence
D) Holistic goal performance
E) None of the above

Question 52

________ evaluates the results from combining sales and cost data to identify and assess sales organization profitability.

A) Sales analysis
B) Profitability analysis
C) Sales projection audit
D) Opportunity analysis
E) Cost analysis

Question 53

LaTosha is a salesperson in the performance assessment process. She is receiving feedback from her sales manager, sales support personnel, and her customers. This type of assessment is called?

A) Standard Performance Assessment
B) Circle to Center Assessment
C) 360-Degree Feedback
D) G.E. Sales Assessment
E) None of the above

Question 54

Which of the following is a type of reward/compensation system used to motivate and compensate salespeople?

A) Commission
B) Salary
C) Bonus
D) Salary plus commission
E) All of the above are correct

Question 55

Jim has four salespeople that report directly to him. Jim spends a great deal of time each month working with his salespeople in their respective territories. Jim is a:

A) Regional Sales Manager
B) Field Sales Manager
C) Sales Support Officer
D) Sales Support Technician/Manager
E) Senior Sales Training Specialist

Question 56

Which of the following are the two types/categories of salesperson performance criteria?

A) Behavioral and Non-Behavioral
B) Behavioral and Outcome
C) Outcome and Income
D) Measured and Non-measured
E) Real and Imagined

Question 57

A ________ assesses costs the sales organization incurs in the process of generating sales by comparing incurred costs with the planned costs in sales budgets.

A) Sales analysis
B) Salesperson audit
C) Sales projection audit
D) Analysis of variance (ANOVA)
E) Cost analysis

Question 58

Intensity, direction, and persistence are generally thought to be the components of:

A) Sales leadership
B) Sales management
C) Sales supervision
D) Sales control
E) Motivation

Question 59

Which of the following is not one of the sources of power described in the text?

A) The ability to provide rewards
B) The ability to provide punishment
C) Money
D) Organizational structure
E) Expertise

Question 60

Tim has decided to conduct a sales analysis. He will be examining unit sales by district for each distribution channel. The one key decision regarding the sales analysis Tim still needs to make is _______?

A) Unit of analysis
B) Production cost analysis
C) Type of sales
D) Method of analysis
E) Organization level of analysis

Question 61

Sales managers must have a deep understanding of the personal selling function in order to manage the sales management process.

Question 62

____________ refers to the use of customer driven processes enabled by the latest web technology to co-create value with customers.

A) Customer Relationship Management (CRM)
B) Sales 2.0
C) Web 2.0
D) E-commerce
E) Social Networking

Question 63

Determining sales force effectiveness and performance is the first step of the sales management process.

Question 64

Sales managers should develop one or more selling strategies before setting the corresponding relationship strategies.

Question 65

Developing the sales force is concerned with getting the best sales talent and providing them with the knowledge and skills to be successful.

Question 66

________ evaluations link outcome-based measures to behavior-based measures.

A) Outcome adjusted behavioral-based
B) Behavior adjusted outcome-based
C) Behaviorally anchored rating scales (BARS)
D) G.E. Sales Assessment
E) Exo-Endo

Question 67

________ evaluations assess the activities salespeople perform in the generation of sales and in completing non-selling responsibilities.

A) Behavioral-based
B) Outcome-based
C) Measured
D) Non-measured
E) Real

Question 68

Developing an account targeting strategy involves classifying accounts into categories.

Question 69

Andrew uses a combination of software, content, and communications tools that can be accessed from many different devices to help him achieve his sales objectives. Andrew is taking advantage of __________________.

A) Social networking
B) Cloud computing
C) Sales Productivity Enhancement (SPE)
D) Consumer Relationship Management (CRM)
E) Multi-Tier Technology Tools (MTTT)

Question 70

Giving salespeople sporadic feedback in both a positive and negative manner is a sales management "best practice."

Question 71

Performance assessments that focus evaluating the actual sales results salespeople achieve are referred to as ______________.

A) Behavioral-based
B) Outcome-based
C) Measured
D) Non-measured
E) Real

Question 72

Dana is looking for a software application that will allow her sales organization to collect, manage, and utilize information about its customers in an effort to improve customer relationships and sales productivity. Dana should be looking for a _____________________ application.

A) Sales Force Automation (SFA)
B) Sales Productivity Enhancement (SPE)
C) Customer Relationship Management (CRM)
D) Consumer Relationship Management (CRM)
E) Real-Time Sales Performance Management (RTSPM)

Question 73

Giving salespeople continuous feedback in a positive manner is a sales management "best practice."

Question 74

Generally speaking, District Managers would report directly to Field Sales Managers.

Question 75

Before Jim, a sales manager, can begin thinking about "developing the sales force," he needs to first define the strategic role of the selling function.

Question 76

Training and coaching the right skill sets is a sales management "best practice."

Question 77

The first step of the sales management process is "directing the sales force".

Question 78

Sales managers should develop one or more relationship strategies before setting the corresponding selling strategies.

Question 79

____________ refers to the ability to create, access, and interact with networks of contacts electronically.

A) Customer Relationship Management (CRM)
B) Sales 2.0
C) Web 2.0
D) E-commerce
E) Social Networking

Question 80

Successfully executing a specific relationship strategy requires a unique selling strategy.