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Sales Management Ch.10
The results of salesperson performance evaluations can be used for all of these sales management purposes except toa. identify salespeople that might need to be terminated and to supply evidence to support the need for termination.
b. identify salespeopl
Performance evaluations for the purpose of determining compensation and reward disbursements should focus ona. activities and results related to the salesperson's current job and situation.
b. criteria related to potential effectiveness as a sales manage
The majority of sales organizations evaluate salesperson performance:a. on a semiannual basis.b. on a quarterly basis.c. on a monthly basis.d. on an annual basis.
e. once every two years.
Which of the following approaches to salesperson performance evaluations is false?a. Most sales organizations employ combinations of input and output criteria that are evaluated by quantitative and qualitative measures.
b. Sales organizations that set pe
An assessment technique that involves performance assessment from multiple raters including sales managers, internal and external customers, team members, and even oneself isa. performance managementb. 360-degree feedbackc. total quality management
d.
All of the following are benefits of 360-degree feedback excepta. it reduces assessment bias.b. it detects barriers to success.c. it eliminates sales manager involvement.d. it helps better understand customer needs.
e. it helps assess developmental ne
Which of the following statements concerning a 360-degree feedback system is false?a. Ensure that participants provide honest feedback by distributing the feedback instrument confidentially.b. Explain to all participants how the data will be used.
c. Ma
Which of the following statements concerning performance management is false?a. Salespeople are compensated on the value of their contributions to the organization's success.b. Salespeople assume responsibility for their careers.
c. Sales managers act a
One approach for incorporating TQM into the performance evaluation process consists of four stages. Which of the following is not one of the stages?a. The salesperson and sales manager discuss the salesperson's evaluation.
b. The sales manager discusses
A behavior-based perspective to evaluating and controlling salesperson performancea. focuses on objective measures of results.b. has very little monitoring or directing of salespersons by sales managers.
c. incorporates complex and often subjective asse
Which of the following statements regarding the use of outcome-based and behavior-based perspectives in the evaluation of salesperson performance is false?a. A review of current practice indicates a tendency toward a behavior-based perspective.
b. Most s
Complete this sentence. The more a salesperson performance evaluation system is behavior-based than outcome-baseda. the less likely that risk-averse salespeople will be attracted, nurtured, and retained.
b. the more salespeople will have reduced levels o
Limited research shows that behavior-based control appears to be used under all of the following conditions excepta. the selling environment is uncertain.b. the salesforce is large.c. outputs and the cost of measuring them are inadequate.
d. products a
A comprehensive evaluation of salesperson performance should incorporate criteria from all of the following dimensions excepta. profitability.b. political.c. professional development.d. behavioral.
e. results.
This type of criterion assesses improvements in certain characteristics of salespeople that are related to successful performance in the sales job:a. profitability.b. productivity.c. professional development.d. behavioral.
e. results.
Which of the following is not considered professional development criteria?a. communication skillsb. product knowledgec. attituded. selling skills
e. number of customer complaints
Which of the following statements regarding the use of professional development criteria in salesperson evaluation is false?a. Salespeople that are developing professionally are increasing their chances of successful performance over the long run.
b. Sal
All of the following are considered results criteria excepta. number of calls per account.b. sales volume in dollars.c. sales volume by customer.d. market share achieved.
e. number of new accounts.
In the regression method for developing sales quotas or forecasts, which of the following would be considered an organizational factor?a. Market potentialb. Salesperson's experiencec. Concentration of accountsd. Span of control
e. Salesperson's motiva
Which of the following statements regarding the regression forecasting approach is false?a. It can be used to develop sales forecasts and establish sales quotas at the account and territory levels, but cannot be used at higher organizational levels.
b. I
All of the following are important in assigning sales quotas excepta. the concentration of businesses within the sales representative's territory.b. the geographical size of a territory.
c. commitment by top management to assist the sales representative
Salespeople can increase profitability in all of the following ways excepta. by selling more higher margin products.b. by reducing their travel and entertainment costs.c. by reducing their order-call ratio.
d. by maintaining higher prices in sales nego
All of the following are considered profitability criteria excepta. sales volume in dollars.b. gross margin per sales.c. return on sales cost.d. selling expense versus budget.
e. average cost per call.
Salesperson performance evaluation methods should possess all of the following characteristics excepta. usefulness.b. complexity.c. practicality.d. comparability.
e. reliability.
Validity in the salesperson evaluation method is necessary because it ensures thata. the measurement instruments and evaluation process will be similar throughout the sales organization.
b. the performance evaluation method will be designed to meet the n
Standardization, as a characteristic of salesperson performance evaluation methods, can be defined asa. the need for the measurement instruments and evaluation process to be similar throughout the sales organization.
b. the ability of the measure to prov
Discriminability, as a characteristic of salesperson performance evaluation methods, can be defined asa. the need for the measurement instruments and evaluation process to be similar throughout the sales organization.
b. the ability of the measure to pro
Reliability, as a characteristic of salesperson performance evaluation methods, can be defined asa. the need for the measurement instruments and evaluation process to be similar throughout the sales organization.
b. the ability of the measure to provide
While other methods of performance evaluation were rated very good on job relatedness and reliability criteria, this method received a poor rating:a. graphic rating/checklist method.b. ranking methods.c. management by objectives (MBO).
d. behaviorally
Relative to the graphic rating, MBO and BARS performance evaluation methods, which of the following statements is false regarding the ranking method of performance evaluation?a. It is poor in job relatedness.b. It is poor in practicality.
c. It is poor
Which of the following statements regarding the graphic rating/checklist method of performance evaluation is false?a. This method is very popular in many sales organizations.
b. It consists of approaches where salespeople are evaluated using some type of
The following is an excerpt from this type of performance evaluation method:Returns customers' calls the same dayAlmost Never 1 2 3 4 5 Almost Always NAa. graphic rating/checklist method.b. ranking methods.c. management by objectives (MBO)
d. behavio
This method of salesperson performance evaluation has been described as having problems related to the "halo effect":a. graphic rating/checklist method.b. ranking methods.c. management by objectives (MBO).
d. behaviorally anchored rating scales (BARS).
The ____ ranks all salespeople according to relative performance on each performance criterion.a. graphic rating/checklist methodb. ranking methodc. management by objectives (MBO)d. behaviorally anchored rating scale (BARS)
e. team-evaluation consensu
The mutual setting of well-defined and measurable goals within a specified time period is a concept incorporated into this type of performance evaluation method:a. graphic rating/checklist method.b. ranking method.c. management by objectives (MBO).
d.
Behaviorally anchored rating scales (BARS) are a unique evaluation procedure because they are the only method thata. tries to link salesperson behaviors with specific results.b. tries to link salesperson behaviors with promotability.
c. attempts to corr
This evaluation procedure uses salespeople to identify important performance results and the critical activities and responses necessary to achieve these results:a. graphic rating/checklist method.b. team-evaluation consensus.
c. management by objective
The evaluation method indicated by the following example is the "Set up a scale from 1 to 10 with a rating of 3 suggesting that the salesperson could be expected to half-heartedly contribute to the team effort to accomplish goals."
a. graphic rating/check
When conducting performance appraisals, which of the following may lead to a discriminatory appraisal lawsuit?a. Observing salespeople performing their work.b. Basing the appraisal system on behaviors or results.
c. Conducting reviews at least once a ye
Which of the following was not found to most influence a sales team's success?a. start-up supportb. team quotasc. top management supportd. cross-team communication
e. provision of training
The initial use of the information provided by the various salesperson performance evaluation methods isa. to identify potential problems in training.b. to determine the absolute and relative performance of each salesperson.
c. to identify areas where s
When attempting to use the diagnostic information provided by salesperson-evaluation methods the major difficulty is ina. reviewing the performance of each individual salesperson against each relevant criterion.
b. attempting to summarize the results acr
The potential cause of salesperson performance problems in meeting profitability quotas might bea. too little effort.b. poor account coverage.c. high selling expenses.d. high gross margins.
e. poor quality of effort.
Research results have consistently found ____ relationship between salesperson job satisfaction and turnover.a. no directb. a positivec. very littled. a negative
e. a parallel
The dimensions of job satisfaction that the INDSALES scale attempts to measure include all of the following excepta. company policy and support.b. the job.c. customers.d. fellow workers.
e. competitor sales jobs.
Which of the following statements regarding the use of the scale termed INDSALES is false?a. It is a scale for evaluating the job satisfaction of salespeople.
b. In using the scale, salespeople indicate their level of agreement with a number of statement
The sample statement, "Management is progressive," used in the INDSALES scale would be attempting to measure this dimension of job satisfaction:a. pay.b. promotion and advancement.c. customers.d. company policy and support.
e. the job.