Deck 17: Management of the Sales Force

Question 1

The sales manager who makes decisions promptly and firmly is displaying the dimension of leadership described as "structure."

Answer 1

True

Question 2

The sales manager who treats each member of the sales force as an individual is displaying the dimension of leadership described as "consideration."

Answer 2

True

Question 3

The selection of sales personnel today is an art and sales managers have to rely on their "gut feelings."

Answer 3

False

Question 4

The sales manager who appraises the performance of his/her sales personnel regularly is displaying the leadership quality known as "consideration."

Question 5

Extrinsic motivators have a more long-term effect on the attitudes of salespeople than intrinsic motivators.

Question 6

The 100-percent or straight commission plan is one of the best compensation methods if your goal is long-term customer development.

Question 7

Number of customer calls is part of the quantitative criteria for measuring sales force productivity.

Question 8

The sales manager should change the compensation plan when conditions in the marketplace warrant change.

Question 9

Effective sales managers set a good example and possess characteristics of both structure and consideration.

Question 10

A sales manager who has developed a leadership style strong in consideration behaviors has the skills needed to be an effective coach.

Question 11

Coaching is most appropriate for salespeople who are having general rather than specific sales difficulties.

Question 12

It is a good idea to field test compensation plans before full implementation.

Question 13

An all-expenses paid vacation to an exotic island for exceeding sales quotas is an example of a intrinsic reward.

Question 14

The duties performed by sales managers tend to be quite uniform throughout the field of personal selling.

Question 15

Lack of job security is an outcome of straight commission plans.

Question 16

Today,selecting effective salespeople is more of a "science" and less of an "art."

Question 17

The size of the firm should not dictate the scope of the training program.

Question 18

A growing trend amongst companies is to link compensation to customer satisfaction.

Question 19

Internal motivation is related to intrinsic reward.

Question 20

A salespersons performance evaluation based mostly on quantifiable items of measurement is an unfair method of assessment.

Question 21

As a leadership dimension,structure has to do with concern for production,and consideration has to do with concern for employees.

Question 22

Strategic planning:

A)focuses only on the future of the company.
B)is the new "mantra" in business.
C)avoids decision making.
D)is part of every business operation.
E)gives meaning and direction to the sales force.

Question 23

The supervisor who holds monthly meetings of the sales force to explain specific goals for the future and changes in policy and procedure is exhibiting:

A)performance analysis
B)high tolerance
C)structure
D)consideration
E)recognition

Question 24

Structure can be defined as providing clear instructions and feedback to the employees.

Question 25

Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:

A)role modeling.
B)self-expression.
C)high consideration.
D)high tolerance.
E)high structure.

Question 26

The training programs of both small and large marketing firms should incorporate three dimensions: knowledge of the product line,company marketing strategies,and territory information as well as:

A)knowledge of personal selling skills; and knowledge of self and others.
B)knowledge of company policies,procedures,and benefits; and stress management.
C)explanation of compensation methods; and application of personal selling principals and practices.
D)explanation of compensation methods; and in-field sales training with supervision.
E)attitudes toward the company,its products,and customers; and application of personal selling principles and practices.

Question 27

The compensation plan which will likely produce the greatest degree of company loyalty is:

A)guaranteed salary.
B)guaranteed salary plus a bonus.
C)straight salary.
D)salary,expense account,company car,cell phone,and bonus structure.
E)100-percent commission plan.

Question 28

A sales manager screening applicants for a sales position should be looking for an individual who:

A)can bring large accounts with him/her.
B)has probable access to trade secrets.
C)has wide acquaintanceship within the sales territory.
D)is a nice person.
E)is interested in the position and is self-motivated.

Question 29

A sales manager has two main responsibilities,one is to manage and develop the sales force and the other is to:

A)do role playing with the sales force.
B)provide leadership and motivation to the sales force.
C)provide intrinsic rewards to the sales force.
D)implement the sales strategy.
E)explain company policies and procedures to the sales people.

Question 30

Leaders are born,it is not a learned behaviour.

Question 31

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 test scores:

A)can be helpful.
B)should not be considered because of possible legal problems.
C)can be very misleading to the employer,so they should not be used.
D)indicate what true future behaviour will be.
E)can be helpful when used in conjunction with other criteria.

Question 32

Two qualities which help predict success in sales are self-motivation and integrity.

Question 33

Paula Tanner,a sales manager for Simeona Corporation,provides all of her salespeople with scheduled performance appraisals.This behavior indicates that she is attempting to incorporate the dimension of ________

A)empowerment.
B)consideration.
C)process.
D)structure.
E)power.

Question 34

An interpersonal process by which a sales manager helps a salesperson improve his performance is called:

A)intrinsic motivation.
B)coaching.
C)structure.
D)extrinsic motivation.
E)consideration.

Question 35

Which of the following statements indicates evidence of structure?

A)Policies and procedures are clearly defined.
B)The sales manager regularly makes calls with the sales force.
C)Members of the sales force receive regular recognition.
D)Efficient communication is given a high priority.
E)Each salesperson is treated as an individual.

Question 36

Which one of the following is a good motivation guideline to be adopted by sales managers?

A)Attempt to use a mix of external rewards and internal satisfaction.
B)Recognize that external motivation has almost no impact on performance.
C)Use external motivation methods exclusively.
D)Recognize that creating the conditions for internal motivation is very difficult.
E)Always discuss performance in public.

Question 37

The first step toward identifying the type of applicant to be recruited for a sales job is to:

A)look for characteristics similar to those possessed by the top seller in your force.
B)determine the actual duties the person will perform.
C)consult the latest books on sales achievement.
D)consult the sales staff for their recommendations.
E)see what types of people the competing companies have in their sales department.

Question 38

In order to provide a stable work environment for the employees,leadership style should remain constant,not change with the situation on hand.

Question 39

Which of the following statements dealing with the motivation of salespeople is true?

A)A salesperson who is intrinsically satisfied in the job will likely work willingly to achieve high performance standards.
B)There are few individual differences among salespeople.
C)Motivation is largely generated by external rewards.
D)Since sales people share many characteristics,one plan will work for all.
E)Contests generally have a long-term influence on salespeople.

Question 40

Which compensation plan would appeal to a salesperson who likes the idea of "pay for performance," but also likes some job security?

A)training salary with reviews
B)straight salary
C)commission plan with a draw provision
D)fixed salary plus bonus
E)100-percent commission or straight commission plan

Question 41

Steve is a young sales representative who is saving money to buy his first house.This month he has exceeded his sales targets and the sales manager is considering a reward to recognize Steve's achievement.The reward Steve may most likely appreciate is:

A)extra vacation time.
B)a cash award.
C)designated parking space.
D)a letter from the company president acknowledging his performance.
E)expense paid golf vacation.

Question 42

Effective leadership has two dimensions:

A)dominance and structure
B)consideration and motivation
C)dominance and consideration
D)structure and order
E)structure and consideration

Question 43

A sales manager with "character" should be:

A)strong and brave.
B)kind and considerate.
C)honest and have integrity.
D)interesting and entertaining.
E)hardworking and ambitious.

Question 44

Mark is described as an effective sales manager because he displays a lot of structure.Which one of the following behavior would be characteristic of Mark?

A)He gives his employees intrinsic rewards.
B)He is a good role model.
C)He gives his employees extrinsic rewards.
D)He is very particular about policies and procedures which is sometimes a detriment to productivity.
E)He evaluates their productivity and provides feedback.

Question 45

Sally is a successful manager of UnderWorld Garments.She feels one of the most important qualities is:

A)self-motivation.
B)analytical skills.
C)kindness.
D)desire to earn lots of money.
E)aggressiveness.

Question 46

Sales managers should develop consideration,structure,situational leadership and ________.

A)discipline
B)communication skills
C)empathy
D)character
E)analytical skills

Question 47

Sales managers are responsible for staff evaluations.An effective sales manager:

A)provides regular feedback.
B)is confrontational.
C)informs all staff of individuals under performing.
D)provides feedback only when required.
E)avoids confrontation.

Question 48

Hannah needs to hire a new sales rep immediately.What source(s)could she pursue?

A)good customers
B)unemployed friends
C)candidates within her company
D)family members
E)competitors' employees

Question 49

An all expenses paid vacation to Disneyland for exceeding the sales quota is an example of a:

A)extrinsic reward.
B)intangible reward.
C)prize.
D)intrinsic reward.
E)bribe.

Question 50

Gail wants to hire a new sales representative for Roy's Photographers Inc.To decide the type of applicant needed,Gail needs to first:

A)ask selected customers about their needs.
B)try selling products herself.
C)rely on her opinion and perceptions only.
D)outline the duties the person will perform.
E)rely on the former sales representative's opinion.

Question 51

Award programs are often styled to:

A)create tax write-offs.
B)provide internal motivation to sales people.
C)increase sales activity.
D)cost the company very little.
E)compete with compensation plans of competitors.

Question 52

A reliable way of measuring self-motivation in salespeople is by:

A)asking competitor's sales reps to evaluate the salesperson.
B)asking them to rate themselves.
C)giving them a problem to solve and see what effort they took to solve it.
D)asking their co-workers for feedback.
E)rating them on the self-motivation rating scale.

Question 53

Psychological assessments can provide objective information about a candidate's skills and abilities.Assessments should:

A)never be used as a measure in hiring.
B)be used in conjunction with other information.
C)be done by a sales manager.
D)be the only measure to hire someone.
E)use invalid measures.

Question 54

An explanation of what work the salesperson will do and under what conditions the work will be performed is called a:

A)job description.
B)a work report.
C)performance evaluation.
D)MBO.
E)contract.

Question 55

Liam keeps his staff motivated by applying:

A)situational reinforcement.
B)negative reinforcement.
C)positive reinforcement.
D)scheduled reinforcement.
E)intermittent reinforcement.

Question 56

An orientation of a new sales person should occur:

A)the first week of work.
B)the second week of work.
C)at the time of the interview.
D)the first day of work.
E)before the person begins work.

Question 57

The leadership approach where leadership style matches the situation is called:

A)Matching leadership
B)Consideration leadership.
C)Cognitive leadership
D)Situational leadership
E)Style-flexing leadership

Question 58

Many companies are now searching for new employees by a new method:

A)college recruitment
B)Internet services
C)word of mouth
D)want ads
E)telephone soliciting

Question 59

External motivation involves:

A)intrinsic rewards
B)action taken by oneself self
C)being greedy
D)having an internal locus of control
E)rewards

Question 60

Effective sales managers should have four essential skills: consideration,structure,________ and ________.

A)ambition and drive
B)situational leadership and character
C)knowledge and work ethics
D)fearlessness and risk taking
E)interpersonal and communication skills

Question 61

Leaders __________ employees and managers __________ employees.

A)inspire,coordinate
B)coach,control
C)control,guide
D)coordinate,inspire
E)are above the,are on par with the

Question 62

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

Question 63

Using customer goodwill generated as a method of measuring salesperson productivity,is using a __________ criteria.

A)quantitative
B)irrational
C)objective
D)subjective
E)qualitative

Question 64

In-addition to structure,consideration and situational leadership,the fourth dimension of effective management is __________.

A)communication style flexing
B)organization
C)motivation
D)goal orientation
E)character

Question 65

"Who do you consider as a role model to yourself,and why?" is a question aimed at identifying someone's __________.

A)opinion leader
B)role models
C)integrity
D)imagination
E)knowledge

Question 66

A manager who treats her employees with respect,and encourages good two-way communication between herself and her employees,is displaying __________ to the employees.

A)direction
B)leadership
C)structure
D)empathy
E)consideration

Question 67

A description of the duties,expectations,skills and abilities required of doing a job is called a:

A)working conditions.
B)resume.
C)performance evaluation.
D)employee standards.
E)job description.

Question 68

Congratulating an employee and recognizing their contributions to the company with a recognition ceremony is an example of providing __________ motivation.

A)verbal
B)intrinsic
C)non-monetary
D)non-verbal
E)extrinsic

Question 69

A _________ is an explanation of what the salesperson will do and under what conditions the work will be performed.

Question 70

The two dimensions of leadership identified in research studies conducted by Ohio State University researchers are:

A)dominance and sociability.
B)inspiring and coordinating.
C)supportive and directive.
D)structure and consideration.
E)authoritarian and democratic.

Question 71

When a sales manager appraises his employee's performance on a regular basis and provides immediate and constructive feedback,he is providing:

A)motivation.
B)leadership.
C)structure.
D)direction.
E)consideration.

Question 72

The role of a __________ is to help others to improve performance in a specific area.

A)leader
B)guide
C)manager
D)coach
E)role model

Question 73

Informing an employee about the company's history,mission statement,business policies,compensation plans and such,at the time of starting employment with the company is called:

A)business orientation.
B)acculturation.
C)organization protocol.
D)employee orientation.
E)employee standards.

Question 74

When recruiting,as a rule of thumb,employers should interview a minimum of ________ applicants for each opening.

A)14 or 15
B)1 or 2
C)10 or 11
D)6 or 7
E)3 or 4

Question 75

While coaching is used to correct performance,it should be achieved by:

A)maintaining a relationship based on respect and trust.
B)influencing salesperson's morale.
C)creating a competitive environment.
D)providing extrinsic motivation.
E)providing effective job orientation.

Question 76

Most successful supervisory-management personnel display two important dimensions of effective leadership: __________ and __________.

Question 77

A sales manager who develops a leadership style that combines structure and consideration behaviors possesses the skills needed to be an effective ________.

A)supervisor
B)coach
C)friend
D)confidant
E)leader

Question 78

__________ is an intrinsic reward that occurs when a duty or task is performed.

Question 79

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

Question 80

According to the leadership model based on research by Ohio State University researchers,structural dimension refers to __________ and consideration dimension refers to __________.

A)organizational structure and employee pay
B)concern for goals,concern for relationships
C)concern for people,concern for production
D)concern for goals,concern for rewards.
E)concern for production,concern for people