MKGT 637 Chapter 7

Which of the following statements regarding the power held by an individual in an interpersonal relationship is false?

An individual's objective assessment of where the power lies will determine the effects of power in that interpersonal relationship.

Which of the following statements regarding the termination of an employee is false?

Before terminating the salesperson, the salesperson's permanent record of performance should be inspected for any discrepancies and be revised if it is in the company's interests.

____ is based on the belief that one party can remove rewards and provide punishment to affect behavior.

Coercive power

Which of the following caricatures best describes the problem salesperson who is inconsistent, frustrated and has problems with unfinished business?

Disorganized Debbie

Which of the following is not a key thought in contemporary sales leadership?

Expect salespeople to lead other salespeople.

Which of the following is not one of the skill areas that the text discusses as being related to effective leadership?

Flexibility and ingenuity

Which of the following is not a specific aspect of a transformational leadership style?

Is dictatorial.

____ is associated with the right to be a leader, usually as a result of designated organizational roles.

Legitimate power

Which of the following statements regarding "mavericks" is not true?

Mavericks should be allowed to ignore the rules because they produce so much revenue for the firm.

Moral management would have what orientation toward the law?

Obedience to the letter and the spirit of the law; the law represents minimal ethical behavior.

The two types of relationships that can affect influence processes are based on which two power bases?

Referent and legitimate

If a salesperson made this statement regarding his sales manager, "I like him personally and regard him as a friend," the manager is likely exercising what type of power?

Referent power

If a salesperson made this statement regarding his/her sales manager, "He is in a good position to recommend promotions or permit special privileges for me," the manager is probably using what type of power?

Reward power

Which of the following statements regarding sales leadership is false?

Sales leadership is the day-to-day control of the salesforce under routine operating conditions.

Which of the following statements regarding sales supervision is true?

Sales supervision involves working with subordinates on a day-to-day basis.

Which of the following statements regarding sexual harassment is false?

Sexual harassment cases decreased during the 1990s.

Which of the following statements regarding a sales manager's use of coaching is false?

The most crucial coaching activities are those conducted with groups of salespeople.

Which of the following is not a suggestion offered to sales managers for developing their power bases?

Use sales contests to motivate salespeople.

All of the following are suggestions for coaching except

Whenever possible, replace formal training with coaching.

An example of a salesperson experiencing a conflict of interest would be

a salesperson has partial ownership of a company that is one of his/her accounts.

In coaching the salesforce, the sales manager may use all of the following learning tools or concepts except

absorption training.

When conducting sales meetings, sales managers should do all of the following except

always answer all questions directly

According to the text, most managers fit into this category of management

amoral management

Organizational strategy that promotes giving managers free rein with personal ethics applied only on an individual basis, is part of this type of ethical management:

amoral management.

If the sales manager sends out a survey asking this question: "How can we improve the overall effectiveness of the sales operation?" he/she is practicing this leadership skill:

anticipation and seeking feedback.

The failure of Frontier Corporation to develop an effective compensation system to further customer relationships might have been averted if this leadership skill had been better developed:

anticipation and seeking feedback.

When a company requires their employees to sign an agreement not to engage in specified situations, they are probably attempting to guard against

any damaging conflicts of interest

The problem salesperson who is aggressive and exuberant is best motivated by

big awards.

The problem salesperson who is burned out and depressed is best motivated by

coaching

When a sales manager provides the salesperson with information on how and why, the desired outcome is achieved, he/she is using this coaching technique:

cognitive feedback

The company policies and procedures and their influence on determining the appropriate leadership style would be considered by researchers using this approach:

contingency approach

This approach to leadership considers situational factors such as the firm's marketing orientation in determining which leadership methods would be appropriate:

contingency approach

The problem salesperson who is over controlled and rigid is best motivated by

control.

A sales manager is most likely to use ____ when trying to determine the specific nature of a problem

diagnostic skills

Sales managers may use different influence strategies according to the situational demands. Influence strategies may be based on all of the following except

domination

An example of a non-role unethical act is

embezzlement

The problem salesperson who is highly enthusiastic and wired is best motivated by

exotic incentives.

These types of power bases have been found to be positively related to salespeople's satisfaction with supervision and with sales managers:

expert and referent power.

When other salespeople believe that a sales manager has valuable knowledge or skills in a given area, the sales manager is able to use

expert power.

A salesperson who is both highly committed to the organization and highly involved in his/her selling job is referred to as a(n)

institutional star.

Suggestions from salespeople on how to conduct an integrative meeting include all of the following except

keep social and recreational activities to a minimum, as they require that more time be spent away from home

The ____ model proposes that sales managers interact uniquely with individual salespeople rather than employing a specific leadership style for different situations.

leader-member exchange

The principle of recency suggests that

learning is facilitated when the salesperson is asked to apply a coaching suggestion soon after receiving it.

This type of influence strategy is the only one that does not involve direct communication with the target of influence:

manipulation

The problem salesperson who is inconsistent and frustrated is best motivated by

meaning.

The expert and referent power bases are extremely critical in the use of this type of influence strategy:

persuasion.

This type of influence strategy works by first changing the attitudes and intentions of the target of influence, with the expectation that a subsequent change in behavior will follow:

persuasion.

An example of a role-distortion unethical act is

price fixing

An immoral manager would most likely follow this orientation in meeting his/her organizational goals:

profitability and organizational success at any price

In their dealings with salespeople, sales managers have been criticized for placing too much emphasis on

reward and coercive power.

Studies have shown that reciprocal trust between sales managers and salespeople has a positive effect on the salesperson-sales manager relationship. The research indicates positive relationships between trust and all of the following except

role conflict.

The concept of repetition suggests that

sales managers should make a practice of holding coaching sessions both immediately before and after each sales call to help reinforce the suggestions given.

A sales manager responds to motivation problems faced by an entry-level salesperson differently than he/she would to an experienced salesperson with similar problems. He/She is utilizing this leadership skill:

selection and matching.

When a salesperson's employment is to be terminated he/she

should receive the actual termination in writing.

The problem salesperson who is not enthusiastic and hesitant is best motivated by

stability.

An example of a role-failure unethical act is

superficial performance appraisal

The problem salesperson who experiences low enthusiasm and is scared is best motivated by

support.

"If you do not call on your accounts at least once a week, you will lose your job," is an example of the use of this influence strategy:

threats

In an effort to increase salespeople's ethical standards, Certified Professional Salespeople are asked to pledge to all of the following except:

to avoid obtaining information about competitors that could assist in making sales presentations.

Researchers have tried to determine the personality characteristics an effective leader should have by using this method:

trait approach

The overall purpose of an integrative meeting is to

unite the salesforce in the quest for common objectives.