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235) All of the following are aspects of a job description for a salesperson except which?
A) the physical and mental demands of the job
B) the customers to be called on
C) the types of products and services to be sold
D) to whom a salesperson reports
E) effective communication and listening skills
236) A job description is a written document that describes job relationships and requirements
that characterize each sales position. Once established, the job description is then translated into
a statement of job
A) credentials.
B) training.
C) qualifications.
D) experience.
E) education.
237) The aptitudes, knowledge, skills, and a variety of behavioral characteristics considered
necessary to perform a job successfully are contained in a statement of job
A) credentials.
B) training.
C) education.
D) experience.
E) qualifications.
238) Attributes such as imagination and problem-solving ability, strong work ethic, honesty,
intimate product knowledge, effective communication and listening skills, and attentiveness
reflected in responsiveness to buyer needs and customer loyalty and follow-up are often found in
the ________ for sales positions.
A) job analysis
B) job description
C) statement of job credentials
D) statement of job qualifications
E) statement of job experience
239) All of the following are elements in a statement of job qualifications for an order-getting
salesperson except which?
A) the physical and mental demands of the job
B) the preferred customer type
C) the types of products and services to be sold
D) to whom a salesperson reports
E) effective communication and listening skills
240) The ability to understand one's own emotions and the emotions of people with whom one
interacts on a daily basis is referred to as
A) empathetic intelligence.
B) responsive empathy.
C) emotional intelligence.
D) subliminal intelligence.
E) cognitive empathy.
241) Emotional intelligence is
A) the ability to anticipate and overcome a potential customer's objections.
B) a method of measuring the potential of people who not had formal schooling.
C) a measurement to determine a person's patience in stressful selling situations.
D) the ability to pick up personal cues, ticks, or tells that helps salespeople read their customers
in order to make a sale.
E) the ability to understand one's own emotions and the emotions of people with whom one
interacts on a daily basis.
242) Which of the following is one of the five dimensions of emotional intelligence?
A) honesty
B) sense of humor
C) empathy
D) the ability to be positive
E) a need to be in control
243) All of the following are dimensions of emotional intelligence except which?
A) the ability to manage one's emotions and impulses
B) social skills
C) transparency
D) self-motivation skills
E) self-awareness
244) Which of the following statements about sales force training is most accurate?
A) The training of sales managers is both expensive and extensive, unlike the training of
salespeople, which is relatively inexpensive.
B) A major flaw in the sales industry is a lack of employer-sponsored training.
C) Sales ability is instinctive; it cannot be taught.
D) Whereas recruitment and selection of salespeople is a onetime event, sales force training is an
ongoing process that affects both new and seasoned salespeople.
E) A limitation of sales training is that it is too narrowly focused on "making the sale" rather than
learning new business skills.
245) Which type of sales force training is the most popular type of training?
A) individual instruction
B) on-the-job training
C) formal classes
D) seminars taught by sales trainers
E) computer-based training
246) Research suggests that proper compensation, incentives, or rewards are necessary to
product a motivated sales person, along with several other factors including which of these?
A) an opportunity for leadership experience
B) a personal need for achievement
C) constructive criticism
D) adequate time for bookkeeping and paperwork
E) a moderate degree of competitive spirit within a team
247) Salespeople are paid using one of three plans
A) incremental salary, input-based commission, and output-based commission.
B) straight salary, straight commission, and graded-scale competitive pay.
C) percentage of sales, percentage of profits, and straight salary.
D) straight salary, straight commission, and a combination of salary and commission.
E) straight commission, percentage of market share, and a combination of salary and
commission.
248) With a ________, a salesperson is paid a fixed fee per week, month, or year.
A) sales response compensation plan
B) combination compensation plan
C) straight salary compensation plan
D) straight commission compensation plan
E) market share compensation plan
249) An advantage of the straight salary compensation plan is that it
A) provides an incentive to expand sales volume.
B) can be easily adapted to changes in the economy.
C) doesn't include nonselling activities that take time away from selling.
D) allows salaries to be lower.
E) is easy to administer.
250) When Daniel was hired to work for Bush Refrigeration Company, he was told, "The sales
training program is 18 weeks, and we'll pay you $750 per week during that time." While Daniel
was in training, the company used a ________ to compensate him for his time and effort.
A) sales response compensation plan
B) combination compensation plan
C) straight salary compensation plan
D) straight commission compensation plan
E) market share compensation plan
251) A straight commission compensation plan is one
A) that assigns the same commission dollar value regardless of a product's value, number sold, or
difficulty level of the sales effort.
B) in which a salesperson is paid a specified salary plus a commission and/or bonus on sales
generated.
C) that determines fair and equitable compensation that includes a weighted system for different
types of items or different sized territories.
D) in which the salesperson is paid a fixed amount per week, month, or year.
E) in which a salesperson's earnings are directly tied to the sales or profits he or she generates.
252) With a ________, a salesperson's earnings are directly tied to sales or profits generated.
A) sales response compensation plan
B) combination compensation plan
C) straight sales compensation plan
D) straight commission compensation plan
E) market share compensation plan
253) A disadvantage of a straight commission compensation plan is that
A) it does not provide incentives to expand sales volume.
B) it can discourage salespeople from providing customer service.
C) it includes nonselling activities that take time away from selling.
D) the overall compensation is usually lower than a straight salary compensation plan.
E) it is not perceived as equitable by most salespeople.
254) A straight commission compensation plan is well-suited to sales positions where
A) nonselling activities are minimal.
B) there is lively competition in the industry.
C) no technological background is necessary.
D) most salespeople are working toward management positions.
E) extensive nonselling activities are essential for closing a sale.
255) After completing an 18-week sales training program, Joshua was told, "You will be paid 4
percent on net dollar volume up to $10 million. Sales in excess of $10 million command a rate of
6 percent." The company Joshua works for is using a ________ for him after completing the
sales training program.
A) sales response compensation plan
B) combination compensation plan
C) straight sales compensation plan
D) straight commission compensation plan
E) market share compensation plan
256) With a ________, a salesperson is paid a specified salary plus a commission on sales or
profits generated.
A) sales response compensation plan
B) combination compensation plan
C) sales plus compensation plan
D) modified commission compensation plan
E) market share compensation plan
257) The most frequently used type of compensation plan for salespeople is a
A) straight salary compensation plan.
B) straight commission compensation plan.
C) combination compensation plan.
D) weighted compensation plan.
E) market share compensation plan.
258) At White Chemical Co., management is examining its selling strategy and wants to
acknowledge the role its sales staff has in undertaking sales support (nonselling) activities, yet
keep the salespeople directed toward increasing sales for the next year. What advice is most
likely to be appropriate here?
A) Provide a base salary and a commission on sales generated.
B) Give a raise to every salesperson as a motivational incentive.
C) Provide year-end bonuses to reward the sales force personnel who perform the best.
D) Offer straight salaries and give raises if the sales go up.
E) Offer straight commission and if sales improve, raise the commission rates.
259) Which of the following statements regarding sales force compensation plans is most
accurate?
A) The most preferred compensation plan among salespeople is the straight commission plan.
B) Nonmonetary rewards are not very effective as sales force motivators.
C) New recruits are often more productive than seasoned professionals.
D) Ineffective practices often lead to costly sales force turnovers.
E) The expense of training a new salesperson, including the cost of lost sales, is still lower than
having to use a salary plus commission plan.
260) ________ gives its outstanding salespeople some unconventional rewards that include new
pink Cadillacs and jewelry.
A) Avon
B) General Motors
C) Tiffany & Co.
D) Pampered Chef
E) Mary Kay Cosmetics
261) Quantitative assessments of sales performance may be based on input-related objectives set
forth in the sales plan, such as those involving
A) new sales, new lead generation, and customer billing.
B) sales calls, selling expenses, and account management policies.
C) selling expenses, profits generated, and account management policies.
D) new lead generation, sales quotas, and sales increases over the previous evaluation period.
E) recruitment, selection, and training of new sales representatives.
262) Quantitative assessments of sales performance may be based on output-related measures,
such as
A) dollar or unit sales volume, last year/current year sales ratio, and new accounts generated.
B) sales calls, selling expenses, and account management policies.
C) selling expenses, profits generated, and emotional intelligence quotient.
D) new lead generation, sales quotas, and sales increases over the previous evaluation period.
E) recruitment, selection, and training of new sales representatives.
263) All of the following are output-related measures used in quantitative assessments of sales
performance except which?
A) new accounts generated
B) dollar or unit sales volume
C) sales of specific products
D) selling expense related to sales made
E) current sales ratio
264) A ________ contains specific goals assigned to a salesperson, sales team, branch sales
office, or sales district for a stated time period.
A) sales call report
B) selling expense report
C) sales quota
D) sales audit report
E) sales force plan
265) A sales quota is
A) the ratio of sales calls made to actual sales closed.
B) the minimum number of sales that must be made before a salesperson can be paid.
C) the maximum threshold for satisfactory performance during an annual performance
evaluation.
D) the maximum number of sales that can be made before receiving a commission on sales.
E) the specific goals assigned to a salesperson, sales team, branch sales office, or sales district
for a stated time period.
266) A sales quota contains goals, such as last year/current year sales ratio, accounts generated,
profit achieved, or
A) sales of specific products.
B) new clients contacted.
C) reports filed.
D) complaints received.
E) customer enquiries.
267) All of the following are behavioral measures that are used to evaluate salespeople except
which?
A) attitude
B) product knowledge
C) sales
D) communication skills
E) appearance
268) Behavioral measures used to evaluate salespeople include assessments of a salesperson's
________, attention to customers, product knowledge, selling and communication skills,
appearance, and professional demeanor.
A) attitude
B) sales level
C) intelligence
D) personal values
E) personal ethics
269) About 60 percent of U.S. companies now include ________ as a behavioral measure of
salesperson performance.
A) the ability to read body language
B) customer satisfaction
C) suggestive selling skills
D) emotional intelligence
E) cold canvassing skills
270) About 60 percent of U.S. companies now include customer satisfaction as ________
measure of salesperson performance.
A) a demonstrative
B) a sensitive
C) a cognitive
D) an emotional
E) a behavioral
271) MooreChem created a marketing dashboard for each of its sales representatives. These
dashboards included seven measures—sales revenue, gross margin, selling expense, profit,
average order size, new customers, and customer satisfaction. Each metric was gauged to show
actual salesperson performance
A) in terms of company rank.
B) relative to the rest of the sales team.
C) relative to target goals.
D) plus expectations for the next two years.
E) based upon previous years of experiences.
Salesperson Performance Tracking Marketing Dashboard at MooreChem
272) Consider the marketing dashboard above, which includes metrics for salesperson
performance tracking for MooreChem. As a MooreChem sales manager, you note that one of
your salespeople has exceeded his sales target but is well below his profit goal. The best
explanation for this performance is
A) the salesperson has not been working hard enough.
B) the salesperson is selling too many high margin products.
C) the salesperson's sales quota is too low.
D) the salesperson is selling too many low margin products.
E) the salesperson's sales quota is too high.
