380 Chapter 7

According to the text, most managers fit into this category of management: a. immoral management. b. incorruptible management. c. moral management. d. amoral management. e. unethical management.

D

All of the following are suggestions for coaching except a. Take a "we" approach instead of a "you" approach. b. Provide salespeople with "how to" advice. c. Ask questions to maximize the salesperson's active involvement in the coaching process. d. Whenever possible, replace formal training with coaching. e. Recognize differences in salespeople and coach accordingly.

D

An example of a role-distortion unethical act is a. superficial performance appraisal b. embezzlement c. expense account cheating d. price fixing e. stealing supplies

D

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? a. Expert power b. Referent power c. Legitimate power d. Reward power e. Coercive power

D

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: a. immoral management. b. incorruptible management. c. moral management. d. amoral management. e. unethical management.

D

The company policies and procedures and their influence on determining the appropriate leadership style would be considered by researchers using this approach: a. trait approach. b. situational approach. c. behavior approach. d. contingency approach. e. conditional approach.

D

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: a. flexibility and ingenuity. b. diagnostic skills. c. selection and matching. d. anticipation and seeking feedback. e. communications skills.

D

The principle of recency suggests that a. as soon as possible after a sales training meeting, the sales manager should attempt to visit with each salesperson individually to reinforce what he/she has learned. b. by focusing on information related to the most recent sales call the salesperson has made, a self-evaluation of his/her performance can result in improved future performance. c. if a salesperson can draw on the enthusiasm generated by a recent successful sales call, he/she will be more effective. d. learning is facilitated when the salesperson is asked to apply a coaching suggestion soon after receiving it. e. sales managers should make a practice of holding coaching sessions both immediately before and after each sales call to help reinforce the suggestions given.

D

The problem salesperson who is aggressive and exuberant is best motivated by a. coaching. b. exotic incentives. c. support. d. big awards. e. meaning.

D

These types of power bases have been found to be positively related to salespeople's satisfaction with supervision and with sales managers: a. reward and coercive power. b. legitimate and reward power. c. coercive and referent power. d. expert and referent power. e. referent and coercive power.

D

Which of the following is not a suggestion offered to sales managers for developing their power bases? a. Listen to your sales team's wants, needs, and dreams. b. Align the sales team with the firm's corporate culture. c. Meet key customers and industry leaders. d. Use sales contests to motivate salespeople. e. Make appearances at image-enhancing events.

D

In their dealings with salespeople, sales managers have been criticized for placing too much emphasis on a. reward and coercive power. b. legitimate and reward power. c. coercive and referent power. d. expert and referent power. e. referent and coercive power.

A

Moral management would have what orientation toward the law? a. Obedience to the letter and the spirit of the law; the law represents minimal ethical behavior. b. Law is the ethical guide; obedience to the letter of the law. c. The central question is, "What can be done legally?" d. Legal standards are barriers that management must overcome to accomplish what it wants. e. Prefer to operate within what the law mandates, if possible.

A

The problem salesperson who is burned out and depressed is best motivated by a. coaching. b. exotic incentives. c. support. d. big awards. e. meaning.

A

The problem salesperson who is over controlled and rigid is best motivated by a. control. b. exotic incentives. c. support. d. big awards. e. meaning.

A

The two types of relationships that can affect influence processes are based on which two power bases? a. Referent and legitimate b. Legitimate and reward c. Coercive and referent d. Expert and referent e. Referent and coercive

A

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 a. job satisfaction. b. role conflict. c. satisfaction with the manager. d. a willingness to change. e. goal commitment.

B

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: a. relationships. b. domination. c. persuasion. d. threats. e. promises.

C

An example of a salesperson experiencing a conflict of interest would be a. the salesperson wants to reduce the price on a product for a good customer, but the reduction would come out of his/her commission. b. a salesperson would like to call on a really promising prospect that is not located in his territory. c. a salesperson's spouse would like the salesperson to take a day off and spend it at home painting the house, but the salesperson feels that he/she should take care of business. d. a salesperson disagrees with his/her sales manager on the proper way to handle a major account. e. a salesperson has partial ownership of a company that is one of his/her accounts.

E

An immoral manager would most likely follow this orientation in meeting his/her organizational goals: a. profitability within the confines of legal obedience and ethical standards. b. profitability is not important, since the firm's purpose is to serve the public's needs. c. profitability only, with no other goals considered. d. profitability within the letter of the law. e. profitability and organizational success at any price.

E

Researchers have tried to determine the personality characteristics an effective leader should have by using this method: a. behavior approach. b. properties method. c. contingency approach. d. attribute theory. e. trait approach.

E

The concept of repetition suggests that a. as soon as possible after a sales training meeting, the sales manager should attempt to visit with each salesperson individually to reinforce what he/she has learned. b. by focusing on information related to the most recent sales call the salesperson has made, a self-evaluation of his/her performance can result in improved future performance. c. if a salesperson can draw on the enthusiasm generated by a recent successful sales call, he/she will be more effective. d. learning is facilitated when the salesperson is asked to apply a coaching suggestion soon after receiving it. e. sales managers should make a practice of holding coaching sessions both immediately before and after each sales call to help reinforce the suggestions given.

E

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: a. communication skills. b. anticipation and seeking feedback. c. flexibility and ingenuity. d. diagnostic skills. e. selection and matching.

E

The problem salesperson who is inconsistent and frustrated is best motivated by a. coaching. b. exotic incentives. c. support. d. big awards. e. meaning.

E

____ is based on the belief that one party can remove rewards and provide punishment to affect behavior. a. Expert power b. Referent power c. Legitimate power d. Reward power e. Coercive power

E

Sales managers may use different influence strategies according to the situational demands. Influence strategies may be based on all of the following except a. relationships. b. domination. c. persuasion. d. threats. e. promises.

B

This approach to leadership considers situational factors such as the firm's marketing orientation in determining which leadership methods would be appropriate: a. behavior approach. b. attribute theory. c. contingency approach. d. state of nature approach. e. trait approach.

C

Which of the following statements regarding the termination of an employee is false? a. Termination may be justified if a salesperson's insubordination or lack of effort is likely to damage the overall effectiveness or morale of the salesforce. b. Termination is justified if the salesperson's performance consistently fails to meet standards, and coaching, training, and retraining are unsuccessful. c. Before terminating the salesperson, the sales manager should carefully review all relevant company policies to ensure adherence to appropriate guidelines. d. The sales manager should respect the dignity of the person whose employment is being terminated while firmly communicating the termination notice. e. 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.

E

A salesperson who is both highly committed to the organization and highly involved in his/her selling job is referred to as a(n) a. institutional star. b. lone wolf. c. maverick. d. corporate citizen. e. apathetic

A

An example of a role-failure unethical act is a. superficial performance appraisal b. embezzlement c. bribery d. price fixing e. stealing supplies

A

The ____ model proposes that sales managers interact uniquely with individual salespeople rather than employing a specific leadership style for different situations. a. leader-member exchange b. transformational leadership c. behavioral self-management d. theory X e. trait

A

When other salespeople believe that a sales manager has valuable knowledge or skills in a given area, the sales manager is able to use a. expert power. b. referent power. c. legitimate power. d. reward power. e. coercive power.

A

Which of the following is not one of the skill areas that the text discusses as being related to effective leadership? a. Flexibility and ingenuity b. Diagnostic skills c. Selection and matching d. Anticipation and seeking feedback e. Communication skills

A

Which of the following statements regarding a sales manager's use of coaching is false? a. The most crucial coaching activities are those conducted with groups of salespeople. b. Coaching sessions may take place in the office or during the sales manager's field visits with salespeople. c. The essence of coaching is providing guidance and feedback as soon as possible after an appropriate event. d. The boundary role demands of sales jobs makes coaching the salesforce a significant management activity. e. Coaching sessions in the field may often take the form of "curbstone conferences."

A

An example of a non-role unethical act is a. superficial performance appraisal b. embezzlement c. bribery d. price fixing e. not confronting expense account cheating

B

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? a. Expert power b. Referent power c. Legitimate power d. Reward power e. Coercive power

B

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: a. communications skill. b. anticipation and seeking feedback. c. flexibility and ingenuity. d. diagnostic skills. e. selection and matching.

B

The overall purpose of an integrative meeting is to a. unite senior management with the field salespeople in an atmosphere that encourages sharing of opinions and ideas. b. unite the salesforce in the quest for common objectives. c. accomplish the multiple purposes of providing sales training and recognizing outstanding performers. d. integrate the suggestions from senior management, sales managers, and the salesforce into workable strategic objectives. e. provide an opportunity for the salesforce to share information and build morale.

B

The problem salesperson who is highly enthusiastic and wired is best motivated by a. coaching. b. exotic incentives. c. support. d. big awards. e. meaning.

B

Which of the following is not a key thought in contemporary sales leadership? a. Build a strong, trust-based relationship with individual salespeople. b. Expect salespeople to lead other salespeople. c. Be an active stimulus for change. d. Work with salespeople and others to accomplish change. e. Expect salespeople to take an active role in managing themselves.

B

Which of the following statements regarding sexual harassment is false? a. Sexual harassment could include physical and visual actions. b. Sexual harassment cases decreased during the 1990s. c. Companies are expected to have guidelines for dealing with sexual harassment. d. Sales managers should become familiar with EEOC guidelines. e. Employers may be held legally accountable if they ignore sexual harassment of their salespeople.

B

1. Which of the following statements regarding sales leadership is false? a. Typical senior sales leadership titles are chief sales executive, national sales manager or regional sales manager. b. Senior sales leadership influences the entire sales organization or a large subunit. c. Sales leadership is the day-to-day control of the salesforce under routine operating conditions. d. Sales leadership involves activities that influence others to achieve common goals for the collective good of the sales organization and the company. e. For field sales managers, leadership involves influencing assigned salespeople by creating a climate that inspires salespeople.

C

In an effort to increase salespeople's ethical standards, Certified Professional Salespeople are asked to pledge to all of the following except: a. to respect and protect proprietary and confidential information entrusted to them by their company. b. to maintain honesty and integrity in their relationships with customers and prospective customers. c. to avoid obtaining information about competitors that could assist in making sales presentations. d. to keep abreast of all pertinent information that would assist their customers in achieving goals related to their product(s) or service(s). e. to portray their competitors and their products and services only in a manner that is honest and truthful.

C

In coaching the salesforce, the sales manager may use all of the following learning tools or concepts except a. outcome feedback. b. principle of recency. c. absorption training. d. repetition. e. cognitive feedback.

C

Suggestions from salespeople on how to conduct an integrative meeting include all of the following except a. use visual aids and breakout discussion groups to maintain salespeople's interest. b. if possible ask salespeople for their ideas on topics, speakers, and preferred recreational activities. c. keep social and recreational activities to a minimum, as they require that more time be spent away from home. d. be sure salespeople are briefed on the purpose and content of the meeting. e. minimize operations reviews unless they are directly related to sales.

C

The expert and referent power bases are extremely critical in the use of this type of influence strategy: a. relationships. b. domination. c. persuasion. d. threats. e. promises.

C

The problem salesperson who experiences low enthusiasm and is scared is best motivated by a. coaching. b. exotic incentives. c. support. d. big awards. e. meaning.

C

The problem salesperson who is not enthusiastic and hesitant is best motivated by a. control. b. exotic incentives. c. stability. d. big awards. e. meaning.

C

This type of influence strategy is the only one that does not involve direct communication with the target of influence: a. threats. b. persuasion. c. manipulation. d. domination. e. relationships.

C

When a company requires their employees to sign an agreement not to engage in specified situations, they are probably attempting to guard against a. immoral conduct outside of business hours. b. increased health insurance premiums because of off-the-job smoking and drinking. c. any damaging conflicts of interest. d. fraternization with the competitors' salespeople. e. unauthorized expenditures on the part of the salesforce.

C

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: a. outcome feedback. b. repetition. c. cognitive feedback. d. sharing information. e. referent power.

C

When a salesperson's employment is to be terminated he/she a. should be told verbally in private by his/her sales manager. b. might receive a verbal message to that effect from his/her sales manager's secretary. c. should receive the actual termination in writing. d. should be told through the office grapevine. e. must be given two weeks' notice.

C

When conducting sales meetings, sales managers should do all of the following except a. interject some humor. b. ask questions specifically related to the task at hand. c. always answer all questions directly. d. encourage questions. e. ignore off-target remarks.

C

Which of the following caricatures best describes the problem salesperson who is inconsistent, frustrated and has problems with unfinished business? a. Fearful Fred b. Slumped Sally c. Disorganized Debbie d. Worried Walter e. Grandstand George

C

Which of the following statements regarding "mavericks" is not true? a. They are often high achievers. b. Their flaunting of the rules can be disruptive to sales managers and adversely affect the remainder of the salesforce. c. Mavericks should be allowed to ignore the rules because they produce so much revenue for the firm. d. They are often very enthusiastic about their selling jobs, but are not bound to their organizations. e. A maverick who fails to produce will not survive in most sales organizations.

C

Which of the following statements regarding sales supervision is true? a. Typical senior sales supervisor titles are chief sales executive, national sales manager or regional sales manager. b. Sales supervisors influence the entire sales organization or a large subunit. c. Sales supervision involves working with subordinates on a day-to-day basis. d. Sales supervision involves activities that influence others to achieve common goals for the collective good of the sales organization and the company. e. For field sales managers, supervision involves influencing assigned salespeople by creating a climate that inspires salespeople.

C

Which of the following statements regarding the power held by an individual in an interpersonal relationship is false? a. The possession and use of power will have a major impact on the quality of leadership achieved by a sales manager. b. The power held by an individual in an interpersonal relationship can be one or more of five types. c. An individual's objective assessment of where the power lies will determine the effects of power in that interpersonal relationship. d. Sales managers who wish to become effective leaders should develop referent and expert power bases. e. Coercive power is based on a belief that one party can remove rewards and provide punishment to affect behavior.

C

____ is associated with the right to be a leader, usually as a result of designated organizational roles. a. Expert power b. Referent power c. Legitimate power d. Reward power e. Coercive power

C

"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: a. relationships. b. domination. c. persuasion. d. threats. e. promises.

D

4. Which of the following is not a specific aspect of a transformational leadership style? a. Articulates a vision. b. Provides an appropriate model. c. Fosters the acceptance of group goals. d. Is dictatorial. e. Provides intellectual stimulation.

D

A sales manager is most likely to use ____ when trying to determine the specific nature of a problem. a. communication skills b. anticipation and seeking feedback skills c. flexibility and ingenuity d. diagnostic skills e. selection and matching skills

D