Deck 8: Motivating a Sales Force

Question 1

Role conflict stems primarily from the fact that the sales rep is trying to serve two masters.

Answer 1

True

Question 2

In order for the Motivation-Hygiene Theory to work,motivational factors must be satisfied before hygiene factors.

Answer 2

False

Question 3

Herzberg maintained that job satisfaction is primarily associated with hygiene needs.

Answer 3

False

Question 4

As a reflection of role conflict,the sales rep tends to represent the customer while in the field and represent the company while in the office.

Question 5

All needs originate within the person.

Question 6

All motivation is self-motivation.

Question 7

What motivates a sales rep at one time may not motivate him or her at another time.

Question 8

Ideally,a company should develop a separate motivational package for each sales rep.

Question 9

The compensation plan is a hygiene factor.

Question 10

Since different people value different rewards,managers should try to match rewards with what the individual values.

Question 11

Intensity refers to how long the salesperson will continue to put forth effort.

Question 12

Once a need is satisfied,it may become unfulfilled again.

Question 13

All behavior starts with motivation.

Question 14

Sales Managers often do not know whether salespeople value one incentive versus another.

Question 15

A reward structure should link greater rewards with higher performance.

Question 16

Intrinsic rewards are provided by others.

Question 17

It is difficult to motivate dissatisfied people.

Question 18

Role conflict and role ambiguity are two different terms for the same psychological dilemma.

Question 19

The motivational mix underlying the sales rep's behavior is exceedingly complex.

Question 20

Sales reps often do not know what motivates them.

Question 21

Motivation is the only requirement for successful sales performance.

Question 22

The majority of salespeople say that they are motivated by the expectation of a financial reward.

Question 23

Belief in the team goal motivates the team member to cooperate in the team's mission.

Question 24

In a sales contest,cash prizes are usually the most effective.

Question 25

Probably the major contributor to role ambiguity in salespeople is their lack of training.

Question 26

Salespeople in the exploration stage are motivated by job security,job enrichment,and status enhancement.

Question 27

In terms of motivation,management's challenge is:

A)To design a total program which is the same for all of the reps.
B)To design a program which is tailor made for each rep.
C)To design a basic program which appeals to the whole group,but has some flexibility to appeal to individual needs as well.
D)To design a program which allows every rep to self-actualize.
E)None of these.

Question 28

Which of the following examples illustrate(s)a need?

A)Hunger.
B)Security.
C)Desire for prestige.
D)B &C

Question 29

In a well managed contest,all salespeople should win something.

Question 30

"Working smarter" involves changing strategies.

Question 31

In sales force management,which of the following is the most difficult to determine?

A)Effective recruiting sources to get new salespeople.
B)An effective combination of sales force motivators.
C)What sales force organizational structure to use.
D)Where sales training should take place.
E)How to assimilate new people into the sales force.

Question 32

Which of the following is the best definition of motivation?

A)Behavior that is consistent with your attitudes.
B)Doing things that satisfy you.
C)The desire to expend effort to fulfill a need.
D)Your reaction to role conflict and role ambiguity.
E)Achieving the goals you set for yourself.

Question 33

The most important aspect of sales meetings is communication.

Question 34

Quotas are seldom used to increase the chances of sales reps winning a contest.

Question 35

General motivators are essential for a successful motivational program in a sales force.

Question 36

A salesperson's attributions have little to do with his/her motivation.

Question 37

Many sales managers object to using sales contests to motivate their reps.

Question 38

Sales force segmentation is a means through which managers can provide rewards which appeal to all of the salespeople rather than to some of them.

Question 39

A higher level of compensation contributes to job enrichment.

Question 40

The easiest and least expensive form of specific motivation refers to a sales contest.

Question 41

The unique nature of the sales job from the perspective of the salesperson involves:

A)Dealing with only gracious and courteous customers.
B)Experiencing frustration whenever a successful sales is made.
C)Spending a large amount of time alone.
D)Receiving frequent support from peers and leaders.
E)Making every single sale.

Question 42

Which of the following is one of the primary determinants of whether salespeople will cooperate with team selling efforts.

A)Non-financial incentives.
B)Belief in the goal of the team.
C)Peer expectations.
D)Financial Incentives.
E)None of these.

Question 43

To satisfy a rep's motivation needs in contrast to her hygiene needs,a company might:

A)Increase her salary.
B)Provide her with a larger expense account.
C)Provide her with a larger,better-furnished office.
D)Promote her into a more challenging job with greater responsibility.
E)Provide her with a company car.

Question 44

The fact that salespeople generally operate without close supervision is most likely to be a cause of:

A)Motivation.
B)High level of safety and security.
C)High level of job satisfaction.
D)Role ambiguity.
E)None of these.

Question 45

According to Maslow's hierarchy of needs,the needs for food,drink,and shelter:

A)Are high-level needs.
B)Rank above safety needs,but below the need for love and belonging.
C)Are social (or psychological)needs.
D)Are not part of Maslow's theory of motivation.
E)None of these are correct.

Question 46

Which of the following will most likely satisfy a sales rep's hygiene needs,in contrast to his motivator's needs?

A)Give the rep more responsibility.
B)Provide a satisfactory compensation plan.
C)Give the rep more opportunity for personal growth in his career.
D)Have a recognition banquet honoring this rep.
E)None of these meet hygiene needs.

Question 47

Which of the following is true?

A)Since different people value different rewards,sales managers should try to match rewards with individual needs.
B)Since most people value the same things,sales manager can motivate the majority of his/her salespeople with the same rewards.
C)Since all salespeople value compensation,managers need only to provide a good compensation program to motivate salespeople.
D)B and C are both correct.
E)None of these.

Question 48

A recently promoted district sales manager was nominated by her company to attend an executive development program conducted by a well-known university.In Maslow's hierarchy of needs,this program is most closely related to the rep's need for:

A)Love and acceptance.
B)Self-actualization.
C)Safety.
D)Physiological support.
E)Belonging to a group.

Question 49

When salespeople attribute their failure to "bad luck," they are likely to do which one of the following:

A)Seek help
B)Change strategy
C)Increase effort
D)Avoid the situation
E)Either B or D

Question 50

The most basic need in Maslow's hierarchy is:

A)Esteem.
B)Safety.
C)Social.
D)Physiological.
E)Self-actualization.

Question 51

With regard to the motivation of those under them,managers:

A)Can predict accurately what will appeal to their employees.
B)Mangers most frequently rank job security as being most important to employees.
C)Often don't know what is the most important to their employees.
D)Managers rank promotion as the number factor motivating their employees.
E)None of these.

Question 52

When salespeople attribute a failure to "task difficulty," they are likely to do one or more of the following except:

A)Seek help.
B)Become frustrated.
C)Change strategy.
D)Avoid the situation.
E)They are likely to do All of these.

Question 53

Regarding the relationship between motivation and behavior:

A)Often it is difficult to identify the motive that triggers a certain behavior.
B)Three sales reps may engage in identical behavior,but each has a different motive.
C)Three sales reps all may have the same motive,but each follows a different behavior path to satisfy this need.
D)All of these are correct.
E)Only two of A-B-C are correct.

Question 54

Recent surveys of salespeople found that:

A)Salespeople who earn the most least prefer cash as an incentive
B)The majority of salespeople say they are motivated by cash.
C)Salespeople who earn the least prefer incentives other than cash.
D)All of these are true.
E)None of these are true.

Question 55

Which of the following is the best example of an appeal seeking to satisfy a person's need for safety (in Maslow's hierarchy of needs)?

A)"When you care enough to send the very best." (Hallmark Cards)
B)"Join the Pepsi Generation." (Pepsi-Cola)
C)"Our smoke alarm is your guardian angel while you sleep." (A producer of smoke alarms)
D)"Come to where the pleasure is.Come to Marboro Country."
E)"All you ever wanted in a beer,and less." (Miller Lite)

Question 56

When a customer wants lenient credit terms but our credit department wants to offer short-term credit with very stringent terms,our sales reps are likely to experience:

A)Role ambiguity.
B)Job satisfaction.
C)Improved self-concept.
D)Role conflict.
E)None of these.

Question 57

Successes/Failures can be attributed to:

A)Ability.
B)Effort.
C)Strategy.
D)A & C

Question 58

When salespeople attribute their failure to their "lack of ability," they are likely to do one or more of the following except:

A)Increase effort.
B)Seek help.
C)Avoid the situation.
D)Get additional training
E)They are likely to do All of these.

Question 59

Frederick Herzberg,the psychologist,is most closely associated with the ______ theory of motivation.

A)Motivation-hygiene.
B)Hierarchy of needs.
C)Expectancy.
D)Psychoanalytical.
E)Personality-reward.

Question 60

Role conflict arises when:

A)Reps are uncertain of their authority to meet price competition.
B)Reps are unclear about their organizational relationship with staff executives.
C)Reps are unsure of how much time and energy to devote to field duties requested by a marketing research manager.
D)Reps are trying to serve both the company and the customer.
E)Reps question their power to grant credit.

Question 61

Programs that recognize salespeople for their achievements are most effective when they recognize:

A)5 percent of the salespeople.
B)50 percent of the salespeople.
C)25 percent of the salespeople.
D)The top salesperson.
E)All of the salespeople.

Question 62

In the establishment stage of the career cycle,salespeople:

A)Are very achievement oriented.
B)Are particularly interested in advancement and growth opportunities.
C)Are committed to their occupation.
D)Are responsible for a large volume of their company's sales.
E)None of these.

Question 63

When planning and conducting a sales contest,management should:

A)Run the contest for at least six months.
B)Not build the contest around a theme.
C)Not give cash as an award.
D)Use an outside consulting firm to conduct the contest,thus ensuring objectivity.
E)Provide each salesperson with a reasonably equal chance to win.

Question 64

With regards to recognition and honor awards it is correct to say that:

A)These awards should be highly publicized.
B)Most salespeople do not enjoy public recognition.
C)If too few people receive them,they lose their value.
D)These programs are most effective when they recognize at least 75 percent of the salespeople.
E)None of these.

Question 65

Specific performance objectives:

A)Are impossible to measure.
B)Are not a critical part of motivation.
C)Should be agreed upon by both the rep and manager.
D)Are only needed when a rep misses quota.

Question 66

Finding the best combination of sales force motivators is least likely to be affected by:

A)The role conflict in the sales job.
B)The rep's self-concept.
C)Role ambiguity in the job.
D)The mental and physical demands of the job.
E)Who conducts the indoctrination training program.

Question 67

A sales rep's demographics may be illustrated by each of the following characteristics except:

A)Family size.
B)Education.
C)Income.
D)Age.
E)Experience.

Question 68

Which of the following is (are)true about reps who in the disengagement stage of their careers?

A)Their sales levels peak because of the vast experiences they have.
B)Usually the psychological impact of a disruption in their personal lives causes their sales to decline.
C)Their sales peak because of their long term relationship with customers.
D)An assignment to a special project is one way to increase their motivation.

Question 69

Which of the following sales contests are designed to limit the number of winners?

A)Open-ended contest.
B)Closed-ended contest.
C)Plateau contest.
D)Tiered contest.
E)Pyramid contest.

Question 70

Which of the following specific incentives do salespeople prefer?

A)Additional vacation time.
B)A pay raise.
C)A better car.
D)Better fringe benefits.
E)Merchandise.

Question 71

Which of the following does not contribute to job enrichment?

A)Greater responsibility.
B)Variety in tasks.
C)Greater authority.
D)Greater compensation.
E)All of these contribute to job enrichment.

Question 72

A basic purpose of a sales meeting may be to:

A)Provide training in selling techniques.
B)Introduce a new line of products.
C)Provide emotional inspiration for the sales force.
D)Do any or All of these.
E)Do only two of A-B-C.

Question 73

Which of the following is an advantage of putting an incentive program on-line?

A)Better tracking of results.
B)Costs of promoting the program are less.
C)Making adjustments to the program is easier.
D)Immediate recognition of salespeople's success.
E)All of these are advantages.

Question 74

Which of the following is most likely to be classed as a "recognition and honor award" in motivating sales representatives?

A)Salary increase.
B)Unlimited expense account.
C)Desk trophy and congratulations from chief sales executive.
D)Bonus check at end of year.
E)Company paid retirement plan.

Question 75

Regarding sales contests,which of the following is not correct?

A)They are a popular motivational tool.
B)They can cause morale problems.
C)They are best used to help achieve broad goals.
D)They are better when more than one person can win.
E)All of these are correct.

Question 76

Which of the following comes closest to the type of goal your textbook recommends for sales contests?

A)To relieve the overstocked inventory condition in a certain product.
B)To build customer goodwill.
C)To increase missionary,nonselling activities.
D)To increase the company's profitability.
E)To reduce sales force expenses.

Question 77

Surveys of salespeople show that most salespeople say that they:

A)Prefer cash incentives,but are not motivated by them.
B)Prefer merchandise incentives and are highly motivated by them.
C)Prefer merchandise incentives but are not motivated by them.
D)Prefer cash incentives and are highly motivated by them.
E)Prefer to have incentive programs tied to individual quotas rather than contests.

Question 78

Studies show that recognition programs are:

A)Never very effective in motivating reps.
B)Most effective when they recognize between 10 to 20 percent of the sales force.
C)Most effective when they recognize between 45 to 55 percent of the sales force.
D)Most effective when they recognize between 60 to 70 percent of the sales force.
E)Not effected by top management involvement.

Question 79

In general,a contest should:

A)Have a definite purpose.
B)Be used for fun.
C)Have a broad goal.
D)Be altered as company objectives change.
E)None of these.

Question 80

A sales meeting is least likely to be used as a vehicle for:

A)Counseling salespeople about their personal problems.
B)Boosting sales force morale.
C)Improving sales reps' selling techniques.
D)Announcing changes in a company's policies on pricing and channel structure.
E)Getting salespeople better acquainted with top management.