1
Most sales managers recognize that, with regard to experienced sales personnel:
(A)
Little effort is needed since they are experienced
(B)
Market dynamics allow these salespeople opportunities to control their sale techniques
(C)
Training is never-ending
(D)
Product lines rarely change so experienced salespeople rarely need to change
(E)
They continually train each other, minimizing the need for formal training
Answer:
(C)
Training is never-ending
2
George is training his sales team in the skill of bundling and building value. George’s
training is in the area of:
(A)
(B)
(C)
(D)
(E)
Answer:
(B)
Price negotiation
3
Training to reduce SCA can help address:
(A)
Short call adaptation
(B)
Sales contract absorption
(C)
Sales call anxiety
(D)
Sales-customer anxiousness
(E)
Sales-company adoption
Answer:
(C)
Sales call anxiety
4
The most commonly used sales training technique is which of the following?
(A)
Individual instruction
(B)
External seminars
(C)
On–the-job training
(D)
In-house classes
(E)
All of the above
Answer:
(E)
All of the above
5
The five keys for effective on-the-job informal training include:
(A)
Teaming, lecturing, customer interaction, mentoring, peer-to-peer communication
(B)
Teaming, meetings, customer interaction, mentoring, peer-to-peer communication
(C)
Lecturing, coaching, customer interaction, mentoring, peer-to-peer communication
(D)
Teaming, coaching, customer interaction, mentoring, peer-to-peer communication
(E)
Teaming, meetings, customer interaction, mentoring, electronic training
Answer:
(B)
Teaming, meetings, customer interaction, mentoring, peer-to-peer communication
6
On-the-job training and coaching often occur together; this is referred to as:
(A)
Full court press
(B)
JIT training
(C)
One–on-one training
(D)
Leading
(E)
Systematic training
Answer:
(C)
One–on-one training
7
Another name for on-the-job training is:
(A)
Videoconferencing
(B)
Internet classroom method
(C)
Case studies
(D)
Role-playing
(E)
Learning by doing
Answer:
(E)
Learning by doing
8
Doreen is a newly hired salesperson for a garden supply distributor. To make sure her one–
on-one training is effective, the sales manager who is training her should:
(A)
Set pre-call objectives for Doreen
(B)
Act as an observer and provide feedback
(C)
Use coaching techniques
(D)
Encourage Doreen to rehearse her sales presentation
(E)
All of the above
Answer:
(E)
All of the above
9
Jackson is developing the classroom training program for her new company. She knows
classroom training has all of the following advantages EXCEPT:
(A)
Each trainee receives a standard briefing
(B)
Group training reduces executive time involved in formal training
(C)
Classrooms permit the use of audiovisual materials
(D)
Classrooms provide the opportunity for interaction
(E)
Learning by doing
Answer:
(E)
Learning by doing
10
Companies have found that use of computers by salespeople results in:
(A)
Greater computer adaptations
(B)
More time for face-to-face communication
(C)
Technical solutions to sales problems
(D)
Increased sales force satisfaction
(E)
Alternative product knowledge demonstration
Answer:
(B)
More time for face-to-face communication
11
Sales training on ethical and legal issues will most likely:
(A)
Improve sales performance
(B)
Reduce company turnover
(C)
Improve customer knowledge
(D)
Reduce legal costs
(E)
All of the above
Answer:
(D)
Reduce legal costs
12
The 80-20 ratio is related to which sales training topic?
(A)
(B)
(C)
(D)
(E)
Answer:
(C)
Territory management
13
No matter what product salespeople are being taught to sell during the training process,
the most time is typically spent on making sure salespeople:
(A)
Have product knowledge
(B)
Can manage their time
(C)
Understand their organizational culture
(D)
Know how their industry operates
(E)
Understand how to modify their sales presentations to better relate to different customer
personality types
Answer:
(A)
Have product knowledge
14
For which of the following products is it more important that the sales training program
emphasizes product knowledge?
(A)
Wooden building trusses
(B)
Electronic security systems
(C)
Paper products
(D)
Textbooks
(E)
Cereal
Answer:
(B)
Electronic security systems
15
Lonnie is a newly trained salesperson for a company that manufactures customized display
shelf and storage units for retail stores. Lonnie was proud of the number of sales he made
during his first months of selling. Today he received a call from his sales manager who was
highly critical of Lonnie’s recent sales. It seems that Lonnie was offering potential
customers a 10 percent discount if they would make an immediate purchase. Lonnie’s
company has a policy of not offering a discount of any kind
(A)
Product knowledge
(B)
Competitive information
(C)
Company orientation
(D)
Time and territory management
(E)
Legal/ethical issues
Answer:
(A)
Product knowledge
16
Lonnie is a newly trained salesperson for a company that manufactures customized display
shelf and storage units for retail stores. Lonnie was proud of the number of sales he made
during his first months of selling. Today he received a call from his sales manager who was
highly critical of Lonnie’s recent sales. It seems that Lonnie was offering potential
customers a 10 percent discount if they would make an immediate purchase. Lonnie’s
company has a policy of not offering a discount of any kind
(A)
(B)
(C)
(D)
(E)
Answer:
(B)
Company orientation
17
During her sales training, Shirley was provided a market/industry orientation including all
of the following EXCEPT:
(A)
Present customers
(B)
Customers’ customers
(C)
Finance office personnel
(D)
Economic conditions
(E)
Wholesalers
Answer:
(C)
Finance office personnel
18
Selena, a new sales rep, is getting numerous requests from customers for price
adjustments and product modification. She does not know how to handle these requests.
Selena did not get sufficient training in the area of:
(A)
(B)
(C)
(D)
(E)
Answer:
(B)
Company orientation
19
Ryan wants to introduce new salespeople to company policies before they become outside
sales reps. He may have new salespeople:
(A)
Work as inside sales coordinators
(B)
Attend legal and ethical training seminars
(C)
Take additional marketing courses in college
(D)
Develop time and territory management plans
(E)
Present role-playing seminars
Answer:
(A)
Work as inside sales coordinators
20
The saying “”plan your work—work your plan”” is designed to:
(A)
Reduce a salesperson’s travel time
(B)
Reduce the time a salesperson spends on low-volume customers
(C)
Train salespeople in identifying customers needs quickly
(D)
Encourage more effective planning and execution of sales duties
(E)
Explain the company’s ethical stance in terms of its stakeholders
Answer:
(D)
Encourage more effective planning and execution of sales duties
21
Which of the following describes a disadvantage associated with classroom training?
(A)
Interaction with other salespeople
(B)
The ability to use audiovisual materials
(C)
The cost and time requirements
(D)
Standardization of the training materials
(E)
Use of executive time
Answer:
(C)
The cost and time requirements
22
Richard is fearful of ________________ because his supervisor has a tendency to be quite
harsh in her criticisms of his selling skills.
(A)
Electronic training methods
(B)
Classroom training
(C)
Role-playing
(D)
On–the-job training
(E)
Videoconferencing
Answer:
(C)
Role-playing
23
What are the five general objectives of sales training?
Answer:
Feedback:
The five objectives of sales training are: increase productivity; improve morale; lower
turnover; improve customer relations; have better time and territory management. Some
of the goals are complimentary, such as improving morale and lowering turnover.
24
Describe the typical topics covered in sales training. On which topic is the most time and
money spent?
Answer:
Feedback:
The major topics of sales training are product knowledge, market/industry orientation,
company orientation, time and territory management, legal/ethical issues and technology.
More time is spent on product knowledge than any of the other training topics.
25
What are common problems limiting the success of sales training programs?
Answer:
Feedback:
Researchers have identified nine types of problems including: Training can’t solve the
problem; Your busy, jaded salespeople are not open to learning new skills; Managers don’t
support the training program; Conflicting methods and philosophies are taught at each
session; The training isn’t relevant to the company’s pressing needs; The training format
does not fit the need; E-learning is overused or used in the wrong situation; There is no
follow-up after training; The trainer can’t relate to the sales team.
26
What do sales executives consider the most important issue in sales training?
Answer:
Feedback:
Linking training programs with business strategy was listed as the top priority.
27
Why do companies and sales personnel resist training programs?
Answer:
Feedback:
Top management may not be dedicated to sales training. Programs are not adequately
funded. Salespeople are apathetic about training or may resent it as an intrusion on their
time. Salespeople, like people in general, may resist change.
28
What is the starting point for assessing sales training needs?
Answer:
Feedback:
The starting point is conducting a sales training analysis.
29
What do most sales managers believe about training experienced salespeople?
Answer:
Feedback:
Most managers believe sales training is a never ending process.
30
Other than requiring sales trainees to learn about company policies, what other approach
can companies take to ensure their salespeople understand how the company operates?
Answer:
Feedback:
Sales trainees can be first assigned to inside sales coordination or customer service
representative jobs.
31
When determining sales training needs, what three issues/questions must be considered?
Answer:
Feedback:
Who should be trained? What should be the primary emphasis in the training program?
How should the training process be structured?
32
How do the sales training objectives vary among national, market and product sales
managers?
Answer:
Feedback:
National managers want training to provide specific details about certain industries and to
teach trainees about developing close relationships with customers. Market managers will
want training to focus on complex problem solving, while product sales managers will want
training to focus on product knowledge, specifications and applications.
33
What is the most frequently used method of measuring sales training effectiveness?
Answer:
Feedback:
Course evaluations, trainee feedback.
34
________________ can be very effective in delivering certain kinds of information but will
not likely eliminate the need for one-on-one training for salespeople.
(A)
Electronic training methods
(B)
Classroom training
(C)
Role-playing
(D)
On–the-job training
(E)
Videoconferencing
Answer:
(A)
Electronic training methods
35
A company that invested $12,000 in training its salespeople to become problem-solvers for
its customers could use which of the following methods to see if the participants supported
the company’s new relationship marketing objective?
(A)
Critical incident techniques
(B)
Cost-benefit analyses
(C)
Before-and-after tests
(D)
Time-series analyses
(E)
Any or all of the above
Answer:
(E)
Any or all of the above
36
Which of the following methods for evaluating the effectiveness of sales training is most
frequently used?
(A)
Knowledge tests
(B)
Course evaluation
(C)
Training staff comments
(D)
Co-workers’ appraisals
(E)
Bottom-line measurements
Answer:
(B)
Course evaluation
37
Research has indicated that the most important single method for evaluating the
effectiveness of sales training is:
(A)
Self-appraisal
(B)
Bottom-line measurement
(C)
Course evaluation
(D)
Trainee feedback
(E)
Performance tests
Answer:
(D)
Trainee feedback
38
The growth of _____ is used to explain the recent surge of interest in sales training
evaluation.
(A)
Downsizing
(B)
Decentralization
(C)
Total quality management
(D)
Strategic partnering
(E)
Relationship marketing
Answer:
(C)
Total quality management
39
What is another name for on-the-job training?
Answer:
Feedback:
Learning by doing.
40
Recent research suggests that three-fourths of all learning at work takes place informally.
To facilitate informal learning in a sales force, what can managers do?
Answer:
Feedback:
Teaming, mentoring, peer–to-peer communication, customer interaction and meetings can
all provide a venue for informal learning. Giving salespeople opportunities to interact with
and observe each other can yield significant benefits to a sales force.
41
What is the relationship between sales training costs and increased profits?
Answer:
Feedback:
There is an obscure relationship. Most companies simply assume on blind faith that sales
training programs are successful.
42
What area of sales training is captured by the saying “”plan your work—work your plan?””
Answer:
Feedback:
Time and territory management.
43
Analysis of sales training time and expenditure data show:
(A)
Smaller companies are spending less on sales training than they had in the past
(B)
The length of training in small companies has decreased
(C)
Companies are not spending time and money on training experienced salespeople
(D)
Large companies are spending more money on training than they have in the past
(E)
None of the above
Answer:
(E)
None of the above
44
Sales training improves employee morale.
(A)
True
(B)
False
Answer:
(A)
True
45
Role-playing is a popular sales training technique.
(A)
True
(B)
False
Answer:
(A)
True
46
Although role-playing where a sales trainee performs and is critiqued in front of others can
be harsh, it’s more effective than critiquing in private.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Some of the issues of harshness disappear if the critique is conducted only in the presence
of the sales trainee and then only by the sales instructor.
47
Online training can be very effective in delivering certain kinds of information and will
likely eliminate the need for one-on-one training.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Body language and eye movements are examples of information salespeople need in order
to be effective; although online training can deliver some information, it is NOT likely to
eliminate the need for one-on-one training.
48
Noncontrollable environmental variables often make it easy to identify and measure the
benefits accrued from sales training.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Noncontrollable environmental variables make it more difficult to effectively measure the
benefits accrued from sales training.
49
A company that wanted to determine if salespeople who participated in sales training
exercises had learned the skills being taught could use before-and-after tests.
(A)
True
(B)
False
Answer:
(A)
True
50
Recent studies reveal that most sales training evaluation measures are simple and consist
primarily of reactions to the program.
(A)
True
(B)
False
Answer:
(A)
True
51
One recent trend in sales training evaluation is accountability, showing the benefit of
training to the company‘s performance.
(A)
True
(B)
False
Answer:
(A)
True
52
Which of the following managers will be interested in sales training objectives?
(A)
National account managers
(B)
Product managers
(C)
Market managers
(D)
Human resource managers
(E)
All of the above
Answer:
(E)
All of the above
53
For most companies, formal classroom training for sales representatives is indispensable.
(A)
True
(B)
False
Answer:
(A)
True
54
On-the-job training and teaming often occur together; this is referred to as one–on-one
training.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Teaming is a part of on the job training in which people with different skills are brought
together to address issues.
55
Teaming and mentoring are increasingly used informal training methods.
(A)
True
(B)
False
Answer:
(A)
True
56
Sales training inhibits customer relationships.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Training improves customer relations and communication skills.
57
The starting point in creating a credible sales training program is to examine techniques
used by other similar-sized companies.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
The first step is to conduct a sales training analysis that analyzes the training needs of the
sales force.
58
Sales training is an never-ending process.
(A)
True
(B)
False
Answer:
(A)
True
59
Sales training used by larger companies for new recruits is very similar among companies.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Training varies between companies and even within a single company.
60
Based on research in cited in the text, companies are spending more time training
experienced sales reps on product knowledge and less on selling skills.
(A)
True
(B)
False
Answer:
(A)
True
61
It is not unusual to find sales representatives who spend 80 percent of their time with
customers who account for only 20 percent of their sales.
(A)
True
(B)
False
Answer:
(A)
True
62
On-the-job training, individual instruction, in-house classes, and external seminars are the
most prevalent method used to train salespeople.
(A)
True
(B)
False
Answer:
(A)
True
63
Research indicates most learning for sales personnel comes through formal training.
(A)
True
(B)
False
Answer:
(B)
False
Feedback:
Research suggests that informal on-the-job training is an effective way of learning for
salespeople.
64
National, market and product sales managers:
(A)
Will all have the same training objectives
(B)
Should not initiate sales training until common objectives are determined
(C)
Will have a variety of training objectives
(D)
Will always focus on productivity
(E)
All of the above
Answer:
(C)
Will have a variety of training objectives
65
Recruiters know that ______________________ enhance(s) the firm’s ability to recruit
and retain salespeople.
(A)
Role-playing
(B)
Off-the-job training
(C)
Highly regarded sales training programs
(D)
Sales training costs
(E)
All of the above
Answer:
(C)
Highly regarded sales training programs
66
Sales training should be viewed as:
(A)
A cost the company must incur
(B)
A necessary evil
(C)
An investment that pays dividends
(D)
An alternative to marketing
(E)
All of the above
Answer:
(C)
An investment that pays dividends
67
Which of the following is NOT a reason sales training programs fail?
(A)
Too much emphasis on the currant fad
(B)
Use of “”off the shelf”” programs
(C)
Training managers first
(D)
Excessive time demands on the salespeople to practice the skill
(E)
Lack of reinforcement of the training
Answer:
(C)
Training managers first
68
A well-designed sales training program begins with:
(A)
The development of a job description for the sales position
(B)
A sales training analysis
(C)
Determining the training objectives
(D)
The establishment of a control group that will not undergo training
(E)
The development of an evaluation system that will monitor the efficiency of each step of the
training process
Answer:
(B)
A sales training analysis
69
Which of the following statements about sales training is true?
(A)
When the human resources department is determining training needs, only the field sales
managers need to be contacted because they work in such close proximity with the sales force
(B)
Attitudinal studies should never be used to determine content of a sales training program
(C)
On average, top management is more supportive of sales training activities than any other
group in an organization
(D)
Setting specific, realistic, and measurable objectives adds credibility to the sales training
program
(E)
When profits are down, sales training programs are typically one of the last areas to find their
funding reduced
Answer:
(D)
Setting specific, realistic, and measurable objectives adds credibility to the sales training
program
70
The use of outside sources to develop and implement a training program is encouraged
only if:
(A)
They have the best reviews in the industry
(B)
They meet the objectives of the company
(C)
They change the attitudes of the members of the sales force
(D)
They entertain as well as train
(E)
None of the above
Answer:
(B)
They meet the objectives of the company
71
Harriet is analyzing the needs of her sales force. She will likely look for information from or
through all of the following EXCEPT:
(A)
Job analysis
(B)
Job descriptions
(C)
Training budgets
(D)
Customers
(E)
Sales managers
Answer:
(C)
Training budgets
72
To get the most out of each training dollar, researchers recommend managers should:
(A)
None of the above
(B)
Train the right people for the right jobs
(C)
Focus on the highest potential personnel
(D)
Identify those that can benefit most from training
(E)
All of the above
Answer:
(E)
All of the above
73
Warren and Dawn are developing a measurement system for the sales training they are
about to implement. When developing the measurement system, they will address the
question of:
(A)
What do we want to measure?
(B)
When do we want to measure?
(C)
How do we do it?
(D)
What measuring tools are available?
(E)
All of the above
Answer:
(E)
All of the above
74
Providing more sales training will not help a company’s sales if:
(A)
Customers do not understand what the sales training is designed to accomplish
(B)
The product or service does not add value for the customer
(C)
Salespeople are too enthusiastic about the training
(D)
There are too many market opportunities for the sales force
(E)
All of the above
Answer:
(B)
The product or service does not add value for the customer
75
Allen is a senior manager in a technology company. He knows his salespeople need
constant training but also knows the company’s training goals face significant obstacles
including:
(A)
Top management not dedicated to sales training
(B)
Lack of buy-in from salespeople
(C)
Salespeople’s lack of understanding of training objectives
(D)
Salespeople’s lack of connection between training and specific tasks
(E)
All of the above
Answer:
(E)
All of the above
76
Which of the following statements accurately describes one of the problems sales
managers face when trying to institute a sales training program?
(A)
Lack of buy-in from frontline sales managers and salespeople
(B)
Top management wants to fund more for measuring the benefits accrued from training than on
the actual training
(C)
Salespeople believe that on-the-job training is the best and only viable training method
(D)
All sales training, including the development of sales training material, must be done in-house
(E)
All of the above
Answer:
(A)
Lack of buy-in from frontline sales managers and salespeople
77
When developing a sales training program, sales managers must consider:
(A)
Who should be trained
(B)
Whether the training should be on-the-job or formal
(C)
What should be the primary emphasis in the training program
(D)
What should be the primary emphasis in the training program
(E)
All of the above
Answer:
(E)
All of the above
78
Which of the following is a typical sales training objective?
(A)
To maximize employee turnover
(B)
To minimize the investment in other marketing communication tools
(C)
To improve employee morale
(D)
To improve relationships with customers
(E)
Both C and D
Answer:
(E)
Both C and D
79
Ideally, sales training for new recruits will:
(A)
Assess the satisfaction needs of the new people
(B)
Instill, in a relatively short period of time, a vast amount of knowledge
(C)
Focus, almost exclusively, on the company’s new products
(D)
Create competition between experienced and new salespeople
(E)
All of the above
Answer:
(B)
Instill, in a relatively short period of time, a vast amount of knowledge
80
Competent sales training:
(A)
Delivers specific skills and techniques designed to enhance the salesperson’s success
(B)
Focuses on motivating salespeople
(C)
Lowers the apathy threshold common among beginning salespeople
(D)
Increases the self-evaluative program monitoring function
(E)
All of the above
Answer:
(A)
Delivers specific skills and techniques designed to enhance the salesperson’s success
81
In analyzing sales training needs, Toni knows that by reducing turnover rates she can:
(A)
Increase the size of the sales force
(B)
Offer alternative electronic bill paying systems to her staff
(C)
Improve customer continuity
(D)
Increase training costs
(E)
None of the above
Answer:
(C)
Improve customer continuity
82
Research suggests that salespeople:
(A)
Prefer motivational pep talks
(B)
Respond positively to PowerPoint presentations
(C)
Retain only 25 percent of what they have been taught
(D)
Retain only 50 percent of what they have been taught
(E)
Tend to be less critical of training than other organizational personnel
Answer:
(D)
Retain only 50 percent of what they have been taught
83
Gerald is trying to improve the selling skills of his sales force. As a starting point, he will
work with how his salespeople:
(A)
Manage their time and territory
(B)
Respond to incentives
(C)
Feel about their jobs
(D)
View customer relations
(E)
Measure their self-worth
Answer:
(A)
Manage their time and territory
84
A major study found that linking training programs with business strategy is the top
priority over the next several years. In sales training this means:
(A)
Giving salespeople the macro view of organizational dynamics
(B)
Providing substantial strategic management engineering training
(C)
Cutting selling skills and motivational efforts and replacing them with occupational and
organizational training
(D)
Training salespeople to be customer-focused and providing them with the necessary tools
(E)
All of the above
Answer:
(D)
Training salespeople to be customer-focused and providing them with the necessary
tools
85
The content of a sales training program for new salespeople is affected by:
(A)
Budgetary limitations
(B)
Industry standards and organizational culture
(C)
Needs and the aptitudes of the recruits
(D)
Top management prejudices
(E)
Industry standards and complexity of product(s) being sold
Answer:
(C)
Needs and the aptitudes of the recruits