Sales Management FINAL (13)

In attribution theory, performance equals:

(ability x effort) +/- task difficulty

Working two days in the Madison area, Bettina Kharian made 13 planned sales calls and achieved a planned ratio of 81%. She left the city with orders from 14 customers and an orders-per-call ratio of:

87.5%

Which of the following describes an advantage inherent in the BARS system?

A BARS system emphasizes behavior and performance rather than effectiveness

A BARS system focuses on:

A few critical success factors

In the most recent sales evaluation, Greg had 20% more sales than the next best salesperson. This is indicative of Greg's

Ability to close sales

Which of the following is an example of an account development and servicing ratio that a sales manager might use to evaluate a sales representative?

Account penetration ratio

Which of the following is an example of an objective evaluation method?

Active and new prospect account tallies

When appraisals of salespeople _______________ job satisfaction increases.

All of the above

____ will affect a salesperson's behavior and performance.

All of the above

Outcome bias occurs when a sales manager

Allows the outcome of a decision or a series of decisions made by a salesperson to overly influence the performance ratings made by the manager

Warren is evaluating his salespeople's performance and finds Fred is well below his quota. The problem could be

Any of the above

Which of the following would NOT be an advisable instruction to management for the completion of performance rating forms?

Base your rating on the salesperson's potential ability

Lori is deciding which input measures to use as part of her assessment of sales performance. Which of the following is a measure of a salesperson's input?

Days worked

Which of the following statements about methods of measuring a salesperson's performance is true?

Days worked x call rate x batting average x average order size = sales

An often neglected part of sales performance evaluation is

Differences in territories

Behavior is what salespeople

Do

Which of the following is NOT a measure of salespeople's effectiveness?

Effort

The total number of calls, days worked, calls to prospects are measures of

Effort expended

The problem of contextual or background information affecting sales performance, often ignored by sales managers is called _______ by psychologists Fritz Heider.

Fundamental attribution error

The various account measures provide a sales manager with perspective in the equity of territory assignments and

How well the territory is being handled

Cost and sales analyses for evaluating salespeople:

Ignore many contributions that a salesperson might make

The sales expense ratio combines salespeople's_____ and ______

Inputs; results

In reviewing Tom's performance, his sales manager sees Tom had a very high rate of cancelled orders. This may indicate Tom

Is using high-pressure tactics

If promotion and monetary rewards hinge on ratings, managements can be affected by:

Leniency

Martin is looking at the number of sales calls, travel time and office work time of his sales force. Martin's goal in time and utilization analysis is to have salespeople

Maximize face-to-face customer time

Which of the following is NOT an output factor used to evaluate salespeople?

Number of calls

A salesperson's hit ratio or batting average is the:

Number of orders-total sales volume in dollars

"Input measures" fall under which broad category of measures firms use to evaluate salespeople?

Objective measures

______ is a behavior evaluated in terms of its contribution to the goals of the organization.

Performance

Which of the following is an example of a productivity ratio that a sales manager might use to evaluate a sales representative?

Planned call ratio

Percentage of quota attained sales performance evaluation ignores

Profitability of sales

The account penetration ratio:

Provides a direct measure of whether the salesperson is skimming the cream off the territory

Which of the following is NOT a commonly evaluated subjective attribute used in merit rating forms?

Sales results

The worst type of merit rating forms:

Simply list attributes of interest along one side of the form and evaluation adjectives along the other

Interpersonal bias, lack of an outcome focus and the halo effect are all problems encountered with:

Subjective performing rating forms

A review of a salesperson's evaluations shows that the average score given, on a 7-point scale, was 4.5 with a variance of 1.0. This indicates that the appraiser may have been adversely affected by:

The central tendency effect

The customer relationship management philosophy embraces the idea that the customer is a customer of:

The company

In 360-degree sales performance feedback, which of the following people would NOT be included?

The competitors

(Days Worked) x (Calls per Day) provides a direct measure of:

The extent of customer contact

The instruction, "Do not permit your evaluation of one factor to influence your evaluation of another," would prevent ____ from affecting a performance measurement rating form.

The halo effect

Which of the following statements about BARS systems is true?

There are often many factors that are critical to the success of a salesperson and these identified in the procedure for developing a BARS system

The concept of performance management is analogous to:

Total quality management (TQM)