Salesforce Quiz #2

One element of a customer-oriented sales force is that

It is more closely identified with clients

The first place to look for guidelines on ethical behavior in the workplace is

Job description

MBWA

Managing by walking around

An important factor to consider when deciding on the type of feedback to give to a salesperson in the post-call phase of coaching is the salesperson's:

Maturity level

Which of the following stages of the buyer-seller relationship focuses on a relationship?

None of the above (it's trial exploration)

You hired an outside consultant trainer to provide training on relationship selling. One of your salespeople is heckling and disrupting the training specialist during his presentation with comments such as "I've been doing relationship selling for the past 5 years; tell me something new." The best situations for effective coaching in this situation would occur:

One-on-one during a break

Buyer concerns should be viewed as an

Opportunity

A salesperson complying with a sales manager's request because he likes the sales manager is an example of what kind of power?

Referent

Centralized training

Salespeople to be trained are brought to one central location - a plant, the home office, or a training facility. Pros: quality and consistency of training. Cons: costly and time consuming

Gordy says there are 3 types of people in an organization

Sellers, 1st line managers, managers of managers

Situational leadership

Selling, Telling, Supporting, Delegating

When Joe, the regional sales manager at a medium-sized packaged goods company, made his decision to fire a salesperson because he felt the salesperson was not earning the highest possible given the potential of the territory, Joe was using which moral philosophy?

Shareholder view

3 groups who train:

Staff Specialists, Outside Specialists, Line Executives

A good leader does not necessarily possess good managerial skills

TRUE

A manager is able to articulate a compelling vision for the organization, which makes the sales force more accepting of organizational goals by using a transformational leadership style

TRUE

A sales manager's power is NOT absolute, but based on the willingness of salespeople to grant the manager power

TRUE

According to the text, entertaining customers should be a complementary part of the salespersons relationship strategy, not the sole selling strategy

TRUE

An important step in dealing with sexual harassment is to have written procedures on how employees should deal with such behavior

TRUE

General values and norms of society can affect managerial decisions

TRUE

Legitimate power is based on a manager's position in the organization

TRUE

One difference between a gift and a bribe is that a bribe is part of an agreed upon payment for business, whereas a gift is unexpected

TRUE

One way to keep your sales force straight is to encourage employees to call for help when they face an ethically troublesome sale

TRUE

Research has shown that top management has the primary responsibility for setting the ethical tone of the company

TRUE

Salespeople with a good self-understanding are more open to receiving feedback than other professionals

TRUE

The most frequent area for ethical abuse in a sales org is with expense accounts

TRUE

The most popular (common) topic at sales meetings is "sales force feedback" rather than "sales training" or "motivational talks"

TRUE

FREE RESPONSE: Name and describe 2 leadership styles

Telling: high task, low people, sales manager makes decision Selling: high task, high people, sales manager makes decision with discussion on "why" Supporting: low task, high people, sales manager and salespeople decide together Delegating: low task, low people, salesperson makes decision

FREE RESPONSE: In business, there are a number of influences that establish society's ethical standards

Your company, top management, the industry (to a certain extent)

Legitimate power

based on the manager's position in the organization

Expertise power

based on the perception that a manager has special knowledge

Salesforce is most likely to interact with

customer service

Coercive power

leads to compliance due to fear of punishment

Sales meetings are defined most often by which categories when referring to the size of its scope

local, regional, national

Transformational leadership

motivates salespeople by appealing to higher ideals and moral values

Field training

on-the-job training

Reward power

relies on a leader's ability to reward subordinates for outcomes they value

FREE RESPONSE: Leadership is:

the ability to influence and inspire the actions of people to accomplish worthwhile goals

Referent power

the leader's influence on others because of friendship with leader

Once a salesperson gains entry into the office, the 1st thing they should do is

A & C (hands business card, introduce himself)

Which of the following are examples of functional specialists?

A & C (salespeople responsible for selling to new customers, and end-users)

The factors that influence the number of people are are likely to be involved in the decision making process

All the above (# of departments that use it...user, dollar value of purchase...economic, degree of technical sophistication...technical)

Before meeting with a prospect, get information from

All the above (prospect's business, other salespeople, current customers, intranet)

Why is it sometimes difficult for sales managers to recognize an ethical problem?

All the above (sales managers may not be trained to identify these problems, the activities in question are not specifically prohibited by company rules or legislation, other firms in the industry employ the questioned activities, use unethical tactics in the rush to boost sales)

According to the text, ethical decisions by managers are a function of:

All the above (the relationship between the company's values and the manager's values, the goals and ethical standards of business corporations, and the general values and norms of society)

Which of the following do sales managers feel is NOT a primary cause of plateauing among salespeople

An interest in taking on different assignments

You have been hired as the sales manager that is going to shake up a poor-performing district. Within the first few weeks, you recognize that you are going to implement a change in direction. The first step you need to take is:

Assess the customer environment in which the company operates

The most likely sequence of stages in a fully developed buyer-seller relationship is:

Awareness, Exploration, Expansion, Commitment, Dissolution

FREE RESPONSE: List 4 causes of plateauing

Burned out, economic needs met, no clear career path, not adequately managed, bored

"When in Rome do like the Romans do" is best termed as:

Conventional morality

Post-interaction phase

Dealing with dissatisfaction

Leadership involves a number of skills. However, you realize there are certain skills that the best leaders develop. Which of the following is one of those skills?

Developing an overall vision in which people can believe in

Top 5 complaints customers have about salespeople

Does not understand our business Inadequate product knowledge Does not respond to needs Does not listen to needs Should be more of an advocate

Leadership skills

Empowerment, Intuition, Self-Understanding, Vision, Value Congruence

Which of the following statements is true with regard to ethical problems and the sales organization?

Ethical problems in sales organizations result when the values of the firm do not match the values held by the employee

Effective selling teams are typically comprised of highly skilled salespeople who can close sales

FALSE

Most research shows that is easy to develop a highly effective selling team and that a majority of sales teams today are highly effective

FALSE

The most likely time for coaching to take place is:

Following a sales call

FREE RESPONSE: Name 2 ways to keep your salesforce honest

Top management support, have and distribute an ethics policy, solid moral code

SHORT ANSWER: When it comes to training, Jake Rhodes says "you have 3 options":

Train, Tolerate, Terminate

Decentralized training

Usually done in the field or regional sales offices, which moves the learning process closer to the customers and directly involves field sales management. Pros: closer to customer, reduces travel expense. Cons: distracting