Deck 11: Sales Management and Sales 2.0

Question 1

According to the textbook, which of the following is considered a sales management best practice?

A) research and be current on recent sales trends
B) provide solutions to salespeople who are having difficulty
C) maintain a close partnership with all salespeople
D) align sales operations with business and marketing strategies

Answer 1

D

Question 2

Mina's responsibilities include planning, implementing, and controlling the personal selling function for her organization. What is Mina's job?

A) human resources manager
B) sales manager
C) marketing product manager
D) client services representative

Answer 2

B

Question 3

What term does the textbook use for managing an organization's personal selling function through planning, implementing, and controlling?

A) management by objective (MBO)
B) sales management
C) organizational strategy
D) sales strategy

Answer 3

B

Question 4

In which stage of the sales management process does developing plans for selling to individual customers or segments and integrating those plans with the firm's corporate, business, and marketing strategies take place?

A) defining the strategic role of the selling function
B) developing the salesforce
C) directing the salesforce
D) determining salesforce effectiveness and performance

Question 5

According to the textbook, which of the following is considered a sales management best practice?

A) research and be current on recent sales trends
B) provide solutions to salespeople who are having difficulty
C) develop an appropriate and adaptable sales organization structure
D) remain current with all social media trends and developments

Question 6

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

A) Relationship strategies provide the basis for account targeting strategies.
B) The two strategies are generally considered mutually exclusive.
C) Account targeting strategies provide the basis for relationship strategies.
D) Relationship strategies are independent of account targeting strategies.

Question 7

In which stage of the sales management process does analyzing the market share and sales growth performance of the organization take place?

A) defining the strategic role of the selling function
B) developing the salesforce
C) directing the salesforce
D) determining salesforce effectiveness and performance

Question 8

Which of the following best illustrates an account targeting strategy?

A) a decision to build transaction-based relationships with customers
B) the categorization of accounts based on volume, purchase frequency, and sales potential
C) the elimination of a low-profit product from the product line
D) a decision to target accounts in a particular geographic region

Question 9

According to the textbook, which of the following best summarizes the research findings regarding high-performing sales managers?

A) The best sales managers focus primarily on recruiting, selection, and training, which provide the talent necessary for superior performance.
B) The best sales managers focus on integrating sales with the other functional areas within the organization.
C) The best sales managers focus primarily on achieving market share objectives.
D) The best sales managers prepare their sales team for constant change by being role models and mentoring salespeople.

Question 10

In the introduction to Chapter 11, what did Steve Chandler suggest was the sales manager's role in motivating salespeople?

A) A sales manager should teach his or her team how to think optimistically on a day-to-day basis.
B) The sales manager's role is to provide guidance to self-motivated salespeople.
C) A sales manager should strive to generate high levels of enthusiasm at annual sales meetings to motivate the sales team.
D) The sales manager's role is to monitor performance and reward those salespeople who achieve assigned sales objectives.

Question 11

In which stage of the sales management process does finding and developing the best talent for the salesforce through recruiting, selection, and training take place?

A) defining the strategic role of the selling function
B) developing the salesforce
C) directing the salesforce
D) determining salesforce effectiveness and performance

Question 12

Marcus is a sales manager trying to determine the best type of relationship to seek with the different account groups his company serves. What should he keep in mind?

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

Question 13

According to the textbook, who is generally responsible for developing sales strategies at the account level?

A) sales managers and salespeople
B) chief selling officer
C) new business development managers
D) customer sales and service representatives

Question 14

What is the term for the classification of potential or current customers within a particular market into categories for the purpose of developing strategic approaches?

A) account targeting strategy
B) relationship strategy
C) customer segmentation strategy
D) team selling strategy

Question 15

According to the textbook, what is the major purpose of a sales strategy?

A) to develop a specific approach for selling to individual accounts within a target market
B) to plan the sales message that must be delivered to different customer groups to achieve sales objectives
C) to determine the extent and type of relationships that need to be developed with customer groups to achieve sales objectives
D) to match selling strategies with relationship strategies for maximum effectiveness and efficiency

Question 16

Which of the following best describes 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 then determine its overall operational strategy.
D) Generally, sales managers determine sales strategy without consideration of corporate-level strategies.

Question 17

In the introduction to Chapter 11, what did Steve Chandler suggest was the number one job of a sales manager?

A) set individual objectives for the sales force
B) to focus on what needs to be improved by the sales team
C) to set organizational strategy for the team and then execute
D) to increase the optimism of everyone on the sales team

Question 18

In which stage of the sales management process does encouraging and helping salespeople to achieve personal and organizational goals through effective leadership and management activities take place?

A) defining the strategic role of the selling function
B) developing the salesforce
C) directing the salesforce
D) determining salesforce effectiveness and performance

Question 19

According to the textbook, which of the following best summarizes the research findings regarding sales management best practices?

A) The best sales organizations focus primarily on recruiting, selection, and training, which provide the talent necessary for superior performance.
B) The best sales organizations focus on integrating sales with the other functional areas within the organization.
C) The best sales organizations perform all stages of the sales management process effectively.
D) The best sales organizations focus on profitability and everything else follows from that.

Question 20

According to the textbook, why is a sales strategy important?

A) The extent and type of relationships that must be developed with customer groups to achieve sales objectives depend upon it.
B) The sales message that must be delivered to different customer groups to achieve sales objectives depends on it.
C) It has a major influence on firm sales and profit performance, as well as other sales management decisions such as recruitment, selection, training, and compensation.
D) It matches selling strategies with relationship strategies for maximum effectiveness and efficiency.

Question 21

What is the term for management in organizations in which greater authority and responsibility are placed at higher management levels?

A) specialized
B) centralized
C) vertically stacked
D) cross-functional

Question 22

How is the effect of decentralization within a sales structure best summarized?

A) Decentralization improves efficiency but has less impact on effectiveness.
B) Decentralization in the sales structure decreases the responsibility for decision making of those working in the field.
C) Decentralization allows individuals to become experts on particular tasks and leads to better performance.
D) Decentralization in the sales structure increases responsibility for decision making to those working in the field.

Question 23

According to the textbook, what is the critical task in determining a relationship strategy with different account groups?

A) balancing the customer's needs with the cost of serving the account
B) determining the optimal balance between sales call duration and frequency
C) estimating the amount of collaboration required to ensure customer satisfaction
D) allocating the appropriate amount of time needed for relationships to develop

Question 24

When matching selling and relationship strategies, which relationship strategies are stimulus-response and mental states selling strategies typically used for?

A) transactions
B) solutions
C) partnership
D) collaborative

Question 25

How is the purpose of specialization within the sales structure best summarized?

A) Specialization improves efficiency but has less impact on effectiveness.
B) Specialization is inversely related to span of control within the sales structure.
C) Specialization allows individuals to become experts on particular tasks and leads to better performance.
D) Specialization works best within a centralized organizational sales structure.

Question 26

Noni has finished the process of determining the type of relationships she would like to develop with the particular account groups her sales team serves. What should she now focus on developing?

A) account targeting strategies
B) sales call frequencies for each account
C) specific selling strategies for each type of account
D) a strategic prospecting plan

Question 27

How is an organization with a relatively flat sales structure best described?

A) as moderately specialized with centralized decision-making authority
B) as highly decentralized with a large span of control
C) as moderately specialized with decentralized decision-making authority
D) as highly centralized with a small span of control

Question 28

What is the least specialized, lowest-cost way to design a sales organization with no customer duplication?

A) geographic sales organization
B) product sales organization
C) market sales organization
D) functional sales organization

Question 29

Which sales organization design provides for the most specialized attention on specific product lines?

A) geographic sales organization
B) product sales organization
C) market sales organization
D) functional sales organization

Question 30

Which of the following best summarizes the difference between independent sales representatives and company salespeople?

A) Company salespeople tend to be more highly motivated than independent sales representatives.
B) Independent sales representatives are paid on a commission basis for products sold for which they do not take title to their products or hold inventory.
C) Company salespeople are cheaper to employ due to the highly variable compensation plans that most prefer.
D) Independent sales representatives focus more of their attention on customer service functions than company salespeople do.

Question 31

What is the term for independent sales organizations that sell complementary, noncompeting products from different manufacturers?

A) marketing intermediaries
B) manufacturer representatives
C) contract selling agents
D) sales brokers

Question 32

What is the disadvantage of a geographic sales organization design?

A) It has a limited span of control.
B) It has too much customer duplication.
C) It is not cost efficient.
D) It has limited specialization.

Question 33

When matching selling and relationship strategies, which relationship strategies customized consultative selling strategies typically used for?

A) consultative
B) solutions
C) partnership
D) collaborative

Question 34

Monir is a sales manager for a large pharmaceutical supply industry that recently consolidated a number of its regional sales operations. Monir is now finding it difficult to spend enough time interacting with each of the 25 sales representatives he is now responsible for. Which of the following best summarizes Monir's problem?

A) The salesforce has become too specialized.
B) Monir's span of control has become too large.
C) The sales structure has become too tall.
D) The salesforce is not centralized enough.

Question 35

Which of the following best summarizes the difference between line and staff sales management positions?

A) Staff sales managers have direct responsibility for salespeople and report to management at the next highest level.
B) Line sales managers support staff sales managers by providing ancillary functions for the salesforce.
C) Staff sales manager have direct responsibility for the sales-generating activities of the salesforce.
D) Line sales managers have direct responsibility for salespeople and report to management at the next highest level.

Question 36

When matching selling and relationship strategies, which relationship strategies are consultative selling strategies typically used for?

A) consultative
B) solutions
C) partnership
D) transactions

Question 37

What is the disadvantage of a product sales organization design?

A) It has a limited span of control.
B) It is inflexible.
C) It is not cost efficient.
D) It has limited specialization.

Question 38

When matching selling and relationship strategies, which relationship strategies are need satisfaction and problem-solving selling strategies typically used for?

A) transactions
B) solutions
C) partnership
D) consultative

Question 39

According to the textbook, what is a sales structure called in which the authority and responsibility is placed at higher management levels.

A) centralization
B) decentralization
C) salesforce allocation
D) span of control

Question 40

According to the textbook, what is the term for the number of individuals who report to each sales manager?

A) span of control
B) salesforce specialization
C) salesforce allocation
D) distribution of authority

Question 41

When she conducted a sales training needs assessment, Judy received a number of comments from customers that her sales representatives always seemed to be in a rush and often had trouble keeping any commitments made in terms of appointments or things that needed to be done. What type of sales training would be most likely to address these issues?

A) computer skills
B) sales techniques
C) time and territory management skills
D) personal development planning

Question 42

Which type of sales training would a sales manager provide to the large proportion of his or her salesforce that are newly hired but experienced salespeople from a related industry?

A) computer skills
B) sales techniques
C) time and territory management skills
D) product, customer, and competitor knowledge

Question 43

During which stage of the salesforce recruitment and selection process would conducting a job analysis, determining job qualifications, and writing a job description typically take place?

A) planning for recruitment and selection
B) recruitment
C) selection
D) sales training and development

Question 44

Which sales organization design provides for the best understanding of specific customer needs?

A) geographic sales organization
B) product sales organization
C) market sales organization
D) functional sales organization

Question 45

According to the textbook, what is the term for an examination of the tasks, duties, and responsibilities of a sales job?

A) job analysis
B) job specification
C) job description
D) job qualifications

Question 46

According to the textbook, what is the term for the collection of aptitude, skills, knowledge, personal traits, and willingness to accept occupational conditions necessary to perform the job?

A) job analysis
B) job specification
C) job description
D) job qualifications

Question 47

Which sales organization design offers the greatest efficiency in performing sales activities?

A) geographic sales organization
B) product sales organization
C) market sales organization
D) functional sales organization

Question 48

According to the textbook, what is the name for a written summary of a particular job?

A) job analysis
B) job specification
C) job description
D) job qualifications

Question 49

According to the textbook, what is the term for activities undertaken to determine the extent to which the members of the salesforce possess the skills, attitudes, perceptions, and behaviours required to be successful?

A) needs assessment
B) Web-based employment assessment protocol
C) assessment centre
D) skills-based development system

Question 50

What is the disadvantage of a functional sales organization design?

A) It has a limited span of control due to the greater size of salesforce needed.
B) It is inflexible due to a high degree of specialization.
C) It requires greater coordination and it is not cost efficient due to duplication of effort.
D) It has limited specialization and requires more training.

Question 51

According to the textbook, what is the purpose of determining sales job qualifications?

A) to screen applicants for suitability to the open position
B) to assist managers in the process of locating prospective candidates
C) to set initial compensation ranges for prospective candidates
D) to determine training requirements for prospective candidates

Question 52

During which stage of the salesforce recruitment and selection process would screening résumés and applications, interviewing, testing, and conducting background checks typically take place?

A) planning for recruitment and selection
B) recruitment
C) selection
D) sales training and development

Question 53

According to the textbook, which of the following best summarizes the rationale for an organization spending resources on sales training?

A) When properly designed and executed, sales training has the fastest return on any investment it may choose to make.
B) Most organizations depend on sales training to compensate for mistakes made in recruitment and selection.
C) It is more cost efficient to train salespeople than to replace those who are underperforming.
D) Salespeople like sales training that improves both morale and performance.

Question 54

Which type of sales training would a sales manager with a large proportion of his or her salesforce being newly hired college graduates most likely provide?

A) computer skills
B) sales techniques
C) time and territory management skills
D) personal development planning

Question 55

According to the textbook, which of the following best summarizes recent trends in sales organization design?

A) Market specialization has increased and organizations have become flatter with larger spans of control.
B) Product specialization has increased and organizations have become taller with smaller spans of control.
C) Functional specialization has increased and organizations have added more staff positions to support line sales managers.
D) Geographic specialization has increased and organizations have become flatter with smaller spans of control.

Question 56

According to the textbook, what is the first step in the sales training process?

A) set training objectives
B) design sales training programs
C) evaluate training alternatives
D) assess sales training needs

Question 57

According to the textbook, what is the purpose of conducting a sales job analysis?

A) to determine the qualifications necessary to do the job
B) to screen applicants for suitability to the position
C) to set initial compensation ranges
D) to determine training requirements

Question 58

Anthony, a sales manager, is in the process of determining the extent to which the members of the salesforce possess the skills, attitudes, perceptions, and behaviours required to be successful. What is Anthony engaged in?

A) needs assessment
B) job analysis
C) performance evaluation
D) setting training objectives

Question 59

According to the textbook, what is the name for the systematic use of tools such as presentations, role-playing exercises, group discussions, and business game simulations to identify candidates' strengths and weaknesses relative to job qualifications or for employee development?

A) employee training needs assessment
B) Web-based employment assessment protocol
C) assessment centre
D) skills-based development system

Question 60

What is the disadvantage of a market sales organization design?

A) It has a limited span of control.
B) It is inflexible.
C) It is not cost efficient.
D) It has limited specialization.

Question 61

Which of the following leadership styles includes these elements: articulating a vision, leading as a role model, encouraging acceptance of group goals, giving individual support, and providing intellectual stimulation?

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

Question 62

According to the textbook, what is the final step in the sales training process?

A) set training objectives
B) evaluate training alternatives
C) assess new training needs
D) conduct follow-up and evaluation

Question 63

What is the term for the process of continually developing salespeople by providing feedback and serving as a role model?

A) transformational leadership
B) sales management
C) transactional leadership
D) coaching

Question 64

According to the textbook, which of the following best summarizes the correct use of power in sales leadership, management, and supervision?

A) A sales manager should not be afraid to use all forms of power; however, he or she should do so carefully by considering all factors influencing a particular situation.
B) To be effective, the power to reward should always be used rather than the power to punish or coerce.
C) The power to direct salespeople by virtue of position should not be overused by a sales manager because it leads to resentment and underperformance.
D) To shape behaviour toward achieving organizational objectives, all positive behaviours should be rewarded with something.

Question 65

Which leadership style concentrates on inspiring employees to engage in certain behaviours and to perform at high levels?

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

Question 66

With respect to motivation, which concept refers to the salesperson's ongoing choice to expend effort in performing job-related activities, particularly in the face of adversity?

A) intensity
B) task orientation
C) persistence
D) direction

Question 67

According to the textbook, what is the term for sales managers working with subordinates, including salespeople and sales staff, on an ongoing basis?

A) sales leadership
B) sales management
C) sales supervision
D) sales performance evaluation

Question 68

In addition to using coaching as a primary communications and developmental tool, what should sales managers do to maintain effective communications with their salespeople?

A) seek feedback from salespeople, customers, and other interested stakeholders as well as use persuasion more frequently than threats to influence others
B) use technology to provide for close contact and supervision of salespeople regardless of where they happen to be
C) maintain tight discipline on timely submission of call reports that track salesperson activities
D) focus on maintaining high levels of motivation through reward and recognition programs

Question 69

According to the textbook, how is the leader-member exchange (LMX) model of leadership style best characterized?

A) as a transformational approach to managing people that requires free exchange of ideas and responsibilities
B) as a trust-based approach developed through demonstrated expertise, dependability, candour, compatibility, and being responsive to the needs of the other party
C) as a reward-based approach that uses elements of transformational leadership to improve morale
D) as a transactional approach to managing people but with a higher level of rewards

Question 70

In terms of how salespeople spend their time on the job, which concept refers to the combination of intensity, direction, and persistence?

A) motivation
B) task orientation
C) sales focus
D) productivity

Question 71

Marc-André is a sales manager who relies heavily on rewards and punishment to lead his salespeople. How would his leadership style best be characterized?

A) as transformational
B) as traditional
C) as motivational
D) as transactional

Question 72

What is the term for an overall assessment of how well the sales organization achieved its goals and objectives?

A) sales organization effectiveness
B) salesperson performance evaluation
C) performance measurement
D) sales audit

Question 73

With respect to motivation, which concept refers to the amount of mental and physical effort a salesperson expends in performing job-related activities?

A) intensity
B) task orientation
C) persistence
D) direction

Question 74

According to the textbook, to be effective, what should sales training objectives be?

A) affordable flexible and timely
B) specific, measurable, and obtainable
C) diverse enough to cover the full range of identified training needs
D) performance-focused with enough reach to stimulate effort

Question 75

According to the textbook, what is the term for managing an organization's personal selling function to include planning, implementing, and controlling the sales management process?

A) sales leadership
B) sales management
C) sales supervision
D) sales control

Question 76

According to the textbook, which activities influence others to achieve shared goals that advance the organization?

A) sales leadership
B) sales management
C) sales supervision
D) sales motivation

Question 77

Which type of sales training would a sales manager with a large proportion of his or her salesforce being newly hired most likely provide?

A) product knowledge
B) sales techniques
C) time and territory management skills
D) personal development planning

Question 78

What is the term for how well salespeople perform the activities necessary to carry out their sales responsibilities as well as their results and contributions to organizational objectives?

A) sales organization effectiveness
B) salesperson performance
C) sales productivity
D) sales performance evaluation

Question 79

With respect to motivation, which concept refers to how a salesperson spends his or her time on job-related activities?

A) intensity
B) task orientation
C) persistence
D) direction

Question 80

According to the textbook, what is the title of sales managers who have salespeople reporting directly to them and who spend a considerable amount of time working with salespeople in their respective territories?

A) regional sales managers
B) field sales managers
C) sales support officers
D) sales support technician/managers