1
The expectations associated with organizational citizenship behaviors are consistent with
(A)
Transactions selling
(B)
Instrumentalities
(C)
The Better Business Bureau
(D)
Relationship selling
(E)
Perceived role ambiguities
Answer:
(D)
Relationship selling
2
Perceived role inaccuracy is distinguishable from the other role perception variables by the
fact that it:
(A)
(B)
(C)
(D)
(E)
Answer:
(D)
Is largely an unrealized perception
3
Which of the following statements about the salesperson’s perception of his or her role in
the organization is true?
(A)
Because the salesperson is in a boundary position, he or she is more likely to experience role
conflict and inaccuracy and less likely to experience role ambiguity
(B)
Occupants of innovative roles experience less conflict than other organizational members
because they can be flexible and because they perform their jobs independently
(C)
Salespeople are said to be operating at the boundary of a firm because they are the most
visible of all of the integrated marketing tools that an organization can use
(D)
Occupants of innovative roles frequently face situations where they have no standard
procedures or past experiences to guide them
(E)
Because the salesperson is in a boundary position, he or she is less likely to experience role
conflict than other members of the organization
Answer:
(D)
Occupants of innovative roles frequently face situations where they have no standard
procedures or past experiences to guide them
4
The salesperson’s role is particularly susceptible to problems with role perception because:
(A)
Sales managers typically closely supervise their sales forces
(B)
Sales territories are frequently modified
(C)
The salesperson has a large number of people he or she must satisfy
(D)
There are few people the salesperson can confide in when he or she has a problem
(E)
Selling is the only source of one-to-one communication for a company that wants to use
integrated marketing communications
Answer:
(C)
The salesperson has a large number of people he or she must satisfy
5
Which of the following individuals is most likely to have a boundary position in a company
that manufactures modular homes?
(A)
A person who receives inbound telemarketing
(B)
A person who sells the modular homes in the field
(C)
The sales manager
(D)
The marketing manager
(E)
The manufacturer’s advertising agency
Answer:
(B)
A person who sells the modular homes in the field
6
Because salespeople occupy boundary positions they face the potential of demands from:
(A)
Customers
(B)
Sales managers
(C)
The company
(D)
All of the above
(E)
None of the above
Answer:
(D)
All of the above
7
With increased use of remote offices, research indicates salespeople perceive:
(A)
Increased role stress
(B)
Decreased dependency on technology
(C)
Increased self-assurance
(D)
Increased support from sales management
(E)
All of the above
Answer:
(A)
Increased role stress
8
With increasing complexity in relationships between companies and customers, many sales
organizations are using more:
(A)
Role ambiguity motivation
(B)
Team selling
(C)
Sales performance marketing
(D)
Occupational adjustment assistance
(E)
Advertising
Answer:
(B)
Team selling
9
When handling highly technical or engineered products or when encountering non-routine
problems or prospecting for new accounts, it is important that the sales representative
have the ability to:
(A)
Be innovative, creative and flexible
(B)
Use hard-sell tactics
(C)
Rewrite company policies to satisfy customers
(D)
Ask his or her role set for their opinions and inputs
(E)
Look to a paternalistic sales manager for support
Answer:
(A)
Be innovative, creative and flexible
10
Roger, a sales rep for an office furniture company is not sure whether he should be
spending time showing customers how to assemble the furniture. Roger is experiencing a
__________ concern.
(A)
Role expectancy
(B)
Role ambiguity
(C)
Role conflict
(D)
Role inaccuracy
(E)
Role rotation
Answer:
(A)
Role expectancy
11
Kerry knows a salesperson’s role is defined through a three-step process. The three-step
process, in the order they occur is:
(A)
Role partners communicate expectations, salespeople develop perceptions and salespeople
convert perceptions into behaviors
(B)
Salespeople develop perceptions, role partners communicate expectations and salespeople
convert perceptions into behaviors
(C)
Salespeople convert perceptions into behaviors, role partners communicate expectations and
salespeople develop perceptions
(D)
Role partners communicate expectations, salespeople convert perceptions into behaviors and
salespeople develop perceptions
(E)
There is no three-step process
Answer:
(A)
Role partners communicate expectations, salespeople develop perceptions and
salespeople convert perceptions into behaviors
12
Mallory frequently hears her salespeople comment that their work is not very exciting.
Which of the following dimensions of job satisfaction will she hopefully assess and attempt
to change?
(A)
The job itself
(B)
Coworkers
(C)
Company policies
(D)
Pay
(E)
Customers
Answer:
(A)
The job itself
13
Which of the following organizational citizenship behaviors is a proactive behavior that
includes making recommendations to management that will improve the overall
performance of the organization?
(A)
Sportsmanship
(B)
Civic virtue
(C)
Conscientiousness
(D)
Altruism
(E)
Competition
Answer:
(B)
Civic virtue
14
Which of the following organizational citizenship behaviors is exemplified by mentoring
younger salespeople?
(A)
Sportsmanship
(B)
Civic virtue
(C)
Conscientiousness
(D)
Altruism
(E)
Competition
Answer:
(D)
Altruism
15
Which of the following statements about rewards is true?
(A)
Intrinsic rewards relate to lower order human needs
(B)
Intrinsic rewards include security and recognition
(C)
Extrinsic rewards include pay and promotion
(D)
Extrinsic rewards are those salespeople primarily attain for themselves
(E)
Intrinsic rewards satisfy physiological needs
Answer:
(C)
Extrinsic rewards include pay and promotion
16
The Army recruiter is trying to sell the recent high school graduate on a career in the
military. With the phrase, “”Be all that you can be,”” the recruiter is using _____ as a
recruitment tool.
(A)
An intrinsic reward
(B)
Job satisfaction
(C)
Instrumentality
(D)
An extrinsic reward
(E)
A lower-level need
Answer:
(A)
An intrinsic reward
17
Yolanda has a quarterly gathering of her salespeople, giving out awards, announcing
promotions and describing the incentives offered for the next quarter. Yolanda is appealing
to salespeople’s
(A)
Intrinsic needs
(B)
Low-order needs
(C)
Organizational citizenship behavior
(D)
Perceived role conflicts
(E)
None of the above
Answer:
(B)
Low-order needs
18
Which of the following is a dimension of intrinsic job satisfaction?
(A)
Pay
(B)
Fellow workers
(C)
Supervision
(D)
Customers
(E)
The job itself
Answer:
(E)
The job itself
19
The job itself, fellow workers, supervision, company policies, pay, promotion and
advancement opportunities and customers are all dimensions of:
(A)
The sales performance model
(B)
Job satisfaction
(C)
Motivation
(D)
Job aptitude
(E)
Organization culture
Answer:
(B)
Job satisfaction
20
Petra is trying to increase the sense of job satisfaction among her salespeople. She will
likely consider which of the following dimensions of job satisfaction?
(A)
Promotion and advancement opportunities
(B)
Supervision
(C)
Customers
(D)
Coworkers
(E)
All of the above
Answer:
(E)
All of the above
21
Role expectations:
(A)
Have been developed in a general form to cover every industry and every type of sales position
(B)
Are very similar from one type of role partner to another
(C)
Are inconsistent among salespeople
(D)
Seldom conflict with expectations of family members or supervisors
(E)
Are accurately described by none of the above
Answer:
(E)
Are accurately described by none of the above
22
In small doses, role conflict and ambiguity provide the salesperson and the organization
with some stress. This stress:
(A)
Produces an unhappy situation because stress reduces productivity
(B)
Can be eliminated by more training and closer supervision
(C)
Is a healthy situation since low levels of stress lead to adaptation and change
(D)
Prevents salespeople from taking on any innovative roles
(E)
Is the normal state of affairs for everyday existence and businesses could not operate without
it
Answer:
(C)
Is a healthy situation since low levels of stress lead to adaptation and change
23
There is a level of hostility below which _____ may be benign but above which it will be
malign.
(A)
Competition
(B)
Motivation
(C)
Role perception inaccuracy
(D)
Role ambiguity and perception
(E)
Sales performance
Answer:
(D)
Role ambiguity and perception
24
Describe examples of intrinsic rewards.
Answer:
Feedback:
Intrinsic rewards include feelings of accomplishment, personal growth and self-worth.
25
What does having a “”boundary”” position mean in sales?
Answer:
Feedback:
Salespeople often interact with a variety of different people both within and outside the
organization. As such, they operate on the boundary of the organization and often have
more role conflict than other organization members.
26
How have website sales affected traditional salespeople?
Answer:
Feedback:
Initially, it created role conflict because salespeople traditionally see themselves as
interacting face-to-face with customers, but as salespeople utilize website communications
for problem-solving and direct communication, it is becoming an integrated part of sales
activities.
27
What are the possible psychological consequences of role accuracy, ambiguity and
conflict?
Answer:
Feedback:
The possible psychological consequences include changes in intrinsic satisfaction, extrinsic
satisfaction and mental anxiety.
28
What are the relationships among sales expectations, valences for performance,
instrumentalities and valences for rewards?
Answer:
Feedback:
Expectancies are the salesperson’s estimates of the probability that expending effort on a
specific task will lead to improved performance. Valences for performance are the
salesperson’s perception of the desirability of attaining that improved performance.
Instrumentalities are the salesperson’s estimate that of whether the improved performance
will lead to particular rewards. Valences for rewards are the salesperson’s perception of the
desirability of such rewards.
29
Describe the four types of behavior associated with organizational citizenship.
Answer:
Feedback:
Sportsmanship—an enthusiasm to endure sub optimal conditions without complaining. Civic
virtue—a proactive behavior including making recommendations to improve overall
performance of the organization. Conscientiousness—the willingness to work beyond the
normal expectations. Altruism—helping others in the organization.
30
Use examples to describe the seven dimensions to sales job satisfaction.
Answer:
Feedback:
Fellow workers—teamwork, friendship, trust; Supervision—tact, problem-solving,
presenting new ideas; Company policies and support—benefits, training, positive and
progressive; Pay—is competitive, provides incentives; Promotion and advancement—
opportunities exist, regular promotions occur; Customers—they are fair, respect my
judgment.
31
What are the three steps in the process of defining a salesperson’s role?
Answer:
Feedback:
The three-step process includes role partners communicate expectations, salespeople
develop perceptions and salespeople convert perceptions into behaviors, defines a
salesperson’s.
32
Describe examples of extrinsic rewards used in sales management.
Answer:
Feedback:
Some examples of extrinsic or external rewards include pay, financial incentives, security,
recognition and promotion.
33
Describe examples of organizational and personal variables that influence sales
performance?
Answer:
Feedback:
Factors such as advertising, market share and sales territory design are all organizational
factors influencing sales performance. Personal variables including job experience,
closeness of supervision, feedback, salesperson influence in determining standards and
span of control all influence performance.
34
In sales motivation, what are expectancies and valences?
Answer:
Feedback:
Expectancies are the salesperson’s estimates of the probability that expending effort on a
specific task will lead to improved performance on some specific dimension. Valences are
the salesperson’s perceptions of the desirability of attaining improved performance on some
dimension.
35
Which of the following statements BEST describes the relationship between supervision
and role conflict and ambiguity?
(A)
Close supervision can increase job ambiguity
(B)
When sales managers structure and define the salesperson’s role, he or she seems to
experience more conflict
(C)
Regular and frequent contact and interactions between role partners and close supervision will
insure low levels of role conflict
(D)
Sales managers can do nothing to hold role conflicts and ambiguities at a management level
(E)
Newly hired salespeople perceive less role conflict than experienced salespeople do
Answer:
(B)
When sales managers structure and define the salesperson’s role, he or she seems to
experience more conflict
36
Close supervision of the sales force by the sales manager has been referred to as a two-
edged sword because it:
(A)
Reduces both role conflict and role ambiguity
(B)
Requires the boundary-spanning salesperson to please both internal and external stakeholders
(C)
Helps reduce role inaccuracy while increasing role ambiguity
(D)
Improves sales force performance while using up a huge amount of the sales manager‘s time
(E)
Encourages linkage role inaccuracies while increasing motivation levels
Answer:
(C)
Helps reduce role inaccuracy while increasing role ambiguity
37
Sales managers can reduce the amount of role ambiguity and conflict the sales force
experiences by:
(A)
Giving them an input in determining the standards by which they are evaluated
(B)
Providing them with sales training opportunities
(C)
Giving salespeople a greater voice in what they do and how they do it
(D)
Altering the organization’s span of control
(E)
Any or all of the above
Answer:
(E)
Any or all of the above
38
Which of the following statements about role accuracy is true?
(A)
General role accuracy arises when a salesperson does not perceive the general link among
effort, performance and reward
(B)
Linkage-specific role inaccuracy involves such considerations as to whether salespeople
correctly think they can negotiate on price, promise shorter delivery times than normal and
handle adjustments for customers
(C)
There is a low probability for linkage role inaccuracy among salespeople because activities,
dimensions and rewards are multidimensional
(D)
General role inaccuracy can occur at almost any job dimension that also gives rise to role
ambiguity and conflict
(E)
A salesperson who does not see the link between increased trade promotions and increased
selling opportunities is experiencing a general role inaccuracy
Answer:
(D)
General role inaccuracy can occur at almost any job dimension that also gives rise to
role ambiguity and conflict
39
General role inaccuracy:
(A)
Produces consequences similar to those caused by role conflict and ambiguity
(B)
Arises because the salesperson incorrectly perceives the relationships between the activities
and performance dimensions or between the performance dimensions and the rewards
(C)
Is only found in sales positions
(D)
Arises from conditions that are dramatically different from those that create role conflict and
ambiguity
(E)
None of the above
Answer:
(A)
Produces consequences similar to those caused by role conflict and ambiguity
40
What are the determinants of a salesperson’s performance?
Answer:
Feedback:
Role perceptions, aptitude, skill level, motivation level and personal, organizational and
environmental variables.
41
What is the difference between perceived role conflict and perceived role ambiguity?
Answer:
Feedback:
Perceived role conflict arises when a salesperson believes the role demands of two or more
of his or her role partners are incompatible. Role ambiguity occurs when salespeople
believe they do not have the information necessary to perform a job adequately.
42
What is meant by a salesperson’s skill level?
Answer:
Feedback:
Skill level refers to the individual’s learned proficiency including interpersonal skills,
leadership, technical knowledge and presentation skills.
43
What does it mean in sales management to say “”close supervision can be a two-edged
sword?””
Answer:
Feedback:
Close supervision can reduce ambiguity; sales people know what is expected. Close
supervision can also lead to role conflict and job dissatisfaction if the sales person thinks
their latitude for dealing with customers and creativity are stifled by sales managers.
44
Which of the following statements about how personal, organizational and environmental
variables relate to the model of sales performance is true?
(A)
These variables have little or no effect on sales performance
(B)
There appears to be no relationship among personal and organizational variables and role
perceptions
(C)
Environmental variables have been more widely studied than personal or organizational
variables
(D)
Overall, many questions concerning how personal, organizational and environmental variables
affect sales performance remain unanswered
(E)
Motivation is unrelated to personal variables
Answer:
(D)
Overall, many questions concerning how personal, organizational and environmental
variables affect sales performance remain unanswered
45
A salesperson who is highly motivated but lacking people skills will perform poorly.
(A)
True
(B)
False
Answer:
(A)
True
46
Salespeople are likely to experience more role conflict than most organization members
because salespeople occupy positions at the boundaries of the firm.
(A)
True
(B)
False
Answer:
(A)
True
47
Operating from remote offices tends to reduce role stress.
(A)
True
(B)
False
Answer:
(B)
False
48
The complex nature of the relationship between company and customer has created a need
for team selling.
(A)
True
(B)
False
Answer:
(A)
True
49
Innovative salespeople are likely to experience less role ambiguity and more accurate role
perceptions than non-innovative salespeople.
(A)
True
(B)
False
Answer:
(B)
False
50
It is nearly impossible to develop one set of expectations common to all sales jobs.
(A)
True
(B)
False
Answer:
(A)
True
51
Perceived role conflict primarily affects intrinsic job satisfaction.
(A)
True
(B)
False
Answer:
(B)
False
52
Perceived role conflict is unaffected by how closely salespeople are supervised.
(A)
True
(B)
False
Answer:
(B)
False
53
Role inaccuracy is never linkage-specific.
(A)
True
(B)
False
Answer:
(B)
False
54
Role inaccuracy is another term used to describe role ambiguity.
(A)
True
(B)
False
Answer:
(B)
False
55
The first step in defining the salesperson’s role is the creation of a job description.
(A)
True
(B)
False
Answer:
(B)
False
56
Sales managers can do nothing to minimize the negative consequences associated with role
perceptions.
(A)
True
(B)
False
Answer:
(B)
False
57
Perceived role conflict occurs when a salesperson is uncertain about how his or her
performance will be evaluated.
(A)
True
(B)
False
Answer:
(B)
False
58
A textbook salesperson who cannot tell his customers when texts will be shipped to the
bookstores is experiencing perceived role ambiguity.
(A)
True
(B)
False
Answer:
(A)
True
59
The definition of sales aptitude is the same whether you are talking to the owner of a
furniture store or a sales manager for IBM.
(A)
True
(B)
False
Answer:
(B)
False
60
Skill levels refer to the individual’s learned proficiency at performing the tasks necessary to
get the job done.
(A)
True
(B)
False
Answer:
(A)
True
61
Environmental constraints such as inflation, consumer trends and natural disasters have a
dramatic impact on the magnitude of instrumentality estimates.
(A)
True
(B)
False
Answer:
(B)
False
62
Researchers do not understand how personal, organizational and environmental variables
impact sales performances.
(A)
True
(B)
False
Answer:
(B)
False
63
The Caribbean cruise that Tyler Mays won for selling more plastic extruding machines than
any other salesperson in the company is an example of an extrinsic reward.
(A)
True
(B)
False
Answer:
(A)
True
64
The amount of job satisfaction salespeople obtain from their jobs is influenced by their role
perceptions.
(A)
True
(B)
False
Answer:
(A)
True
65
There is great potential for linkage role inaccuracy among salespeople because all three
components—activities, performance dimensions and rewards—are multidimensional
(A)
True
(B)
False
Answer:
(A)
True
66
Which of the following is NOT one of the basic factors influencing a worker’s job
performance?
(A)
Government
(B)
Aptitude
(C)
Skill level
(D)
Motivation
(E)
Role perceptions
Answer:
(A)
Government
67
Which of the following statements about the salesperson’s role in the organization is true?
(A)
Role is defined by the expectations and demands communicated by members of one’s own role
set, by the personal perceptions of those expectations and demands, and finally by the
personal behavior of the individual
(B)
What salespeople think they should be doing has less impact on their actual performance than
what management and company say they should be doing
(C)
A role set represents the activities and behaviors of any person that occupies a position in an
organization
(D)
Role ambiguity occurs when a salesperson inaccurately perceives the demands being placed on
him
(E)
A salesperson who is unsure of how her customers are evaluating her performance is
experiencing role conflict
Answer:
(A)
Role is defined by the expectations and demands communicated by members of one’s
own role set, by the personal perceptions of those expectations and demands, and finally
by the personal behavior of the individual
68
Skill levels include all of the following EXCEPT:
(A)
Motivation
(B)
Interpersonal skills
(C)
Leadership
(D)
Technical knowledge
(E)
Presentation skills
Answer:
(A)
Motivation
69
Which of the following statements is NOT true?
(A)
There is almost no published research concerning the effects of training programs on skill
levels
(B)
Different kinds of skills are needed for different types of selling tasks
(C)
Aptitude and skill levels are related constructs
(D)
Salespeople’s past experience does not influence skill level
(E)
The skill set needed for technical sales is different from the skill set needed for automobile
sales
Answer:
(D)
Salespeople’s past experience does not influence skill level
70
Regina is highly motivated, willing to expend significant ___________ on each activity or
task.
(A)
Effort
(B)
Valence
(C)
Money
(D)
Sill
(E)
Instrumentality
Answer:
(A)
Effort
71
Sara Davis believes that she could easily improve her selling performance by working a bit
harder, but she also thinks that management would not reward her more for any
performance improvement. Which of the following statements describes Davis?
(A)
She has high expectancy and low instrumentality
(B)
She has high expectancy and low valence for rewards
(C)
She has high valence for performance and low expectancy
(D)
She has high valence for rewards and low instrumentality
(E)
She has high valence for performance and high instrumentality
Answer:
(A)
She has high expectancy and low instrumentality
72
The valence for the performance of a person in sales is a function of:
(A)
The person’s estimate of the probability that increased performance will yield increased
rewards
(B)
Instrumentality and valence for rewards
(C)
The person’s relative desire for rewards
(D)
How the person perceives the desirability of improved performance
(E)
How the person perceives the linkage between performance and rewards
Answer:
(B)
Instrumentality and valence for rewards
73
Bill Jason overheard a salesperson ask, “”If I put more effort into my job, will I increase
my performance?”” In terms of motivation, this question deals with:
(A)
Role accuracy
(B)
Valence for rewards
(C)
Instrumentality
(D)
Valence for performance
(E)
Expectancy
Answer:
(E)
Expectancy
74
Nicole wants to win the trip to Hawaii being offered to the top salesperson this month.
Nicole has a high:
(A)
Valence for rewards
(B)
Expectancy for reward
(C)
Instrumentality
(D)
Performance valence
(E)
All of the above
Answer:
(A)
Valence for rewards
75
The sales performance model suggests that personal, organizational and environmental
variables influence sales performance directly and:
(A)
Through organizational citizenship behavior
(B)
Competitive pressure from alternative suppliers
(C)
By influencing other performance determinants such as role perceptions and motivation
(D)
Through advertising incentives used to recruit salespeople
(E)
All of the above
Answer:
(C)
By influencing other performance determinants such as role perceptions and motivation
76
Which of the following statements about skills as a component of the model of sales
performance is true?
(A)
Sales skill is basically the same as sales aptitude
(B)
Selling is not a trainable skill
(C)
Skill refers to a relatively enduring personal ability
(D)
A skill is a learned proficiency at performing a task
(E)
Skill is less important as a factor in sales performance than motivation, aptitude, role
perception and organizational, personal and environmental variables
Answer:
(D)
A skill is a learned proficiency at performing a task
77
Researchers measuring aptitude have learned that:
(A)
Broad measures of aptitude are most effective
(B)
Aptitude varies only slightly from industry to industry
(C)
Aptitude is very task-specific
(D)
Aptitudes can be increased through training
(E)
Aptitude is unaffected by an individual’s physical characteristics
Answer:
(C)
Aptitude is very task-specific
78
Which of the following statements about the aptitude component of the model of sales
performance is true?
(A)
Aptitude is the same whether the salesperson is asked to sell roofing shingles or x-ray
equipment
(B)
Aptitude includes verbal intelligence, mathematical ability and sales expertise
(C)
A salesperson’s aptitude is unaffected by her height, sex, age and physical attractiveness
(D)
Aptitude has no affect on a salesperson’s motivation to perform
(E)
Aptitude will not affect sales performance if two job candidates have identical motivation, role
perceptions and skills
Answer:
(B)
Aptitude includes verbal intelligence, mathematical ability and sales expertise
79
A salesperson’s role is:
(A)
Unaffected by external pressures such as family or customers
(B)
Defined by the job description
(C)
Defined as the activities and behaviors performed by any individual occupying the sales
position
(D)
Determined by the perceived expectations of media
(E)
Typically not a cause of job dissatisfaction
Answer:
(C)
Defined as the activities and behaviors performed by any individual occupying the sales
position
80
Which of the following statements about the components of role perceptions is true?
(A)
Perceived role ambiguity occurs when a salesperson believes the role demands of two or more
of his partners are incompatible
(B)
Perceived role conflict arises when salespeople believe they do not have the information
necessary to perform the job adequately
(C)
Role inaccuracy is another term for role ambiguity
(D)
Business to business salespeople are particularly vulnerable to role inaccuracy, conflict and
ambiguity
(E)
All of the above
Answer:
(D)
Business to business salespeople are particularly vulnerable to role inaccuracy, conflict
and ambiguity
81
The sales representatives for Latoka Industries, a manufacturer of security systems for
schools, warehouses, government buildings and other industrial and institutional markets,
has been told they will now have to sell a newly designed security system to consumers.
(Note the sales force was not given any training on how to sell to the consumer market.)
Which of the following statements describes a likely problem for the Latoka sales force?
(A)
Role inaccuracy will occur because Latoka’s sales reps view themselves as industrial
salespeople, not consumer salespeople
(B)
Role expectation will be a problem because Latoka’s sales force will not know what consumers
expect them to do
(C)
Role conflict is likely because consumers will make demands that are unlike those made by
industrial and institutional customers
(D)
Role ambiguity will occur because Latoka’s salespeople will not believe they have the
information needed to sell to the consumer market
(E)
All of the above
Answer:
(E)
All of the above
82
In which of the following examples will the salesperson described be most vulnerable to
role inaccuracy, conflict and ambiguity?
(A)
Molly Ford sells electronic equipment to home computer users
(B)
Anderson Wills sells vinyl siding over the telephone
(C)
Bill Welch sells health club membership to people who are out of shape
(D)
Karen Rankin sells management consulting to businesses that want to set up an Internet
retailing site
(E)
What a salesperson sells and to whom he or she sells it has no bearing on the vulnerability to
role inaccuracy, conflict and ambiguity
Answer:
(D)
Karen Rankin sells management consulting to businesses that want to set up an Internet
retailing site
83
After talking with his manager, a salesperson thought he was supposed to be spending
about 20 percent of his time prospecting and qualifying new customers. The manager
actually wants him to spend 50 percent of his time on finding new customers. The
salesperson is experiencing:
(A)
Job demotivation
(B)
Role inaccuracy
(C)
Role ambiguity
(D)
Task incompatibility
(E)
Role conflict
Answer:
(B)
Role inaccuracy
84
An office equipment salesperson is uncertain about whether he is satisfying his customers’
needs for follow-up service even though he is sacrificing his selling time to potential
customers to service his current customers’ equipment. He is most likely experiencing:
(A)
Job demotivation
(B)
Role inaccuracy
(C)
Role ambiguity
(D)
Task incompatibility
(E)
Role conflict
Answer:
(C)
Role ambiguity
85
Al Greer has been told by his sales manager that he can no longer offer his customers two-
day delivery on the home decorating items he sells. Greer’s biggest customer demands
two-day delivery or else she will take her business to another company that handles similar
merchandise. Since Greer works on a commission and earns no salary, he is likely to
experience:
(A)
Job demotivation
(B)
Role inaccuracy
(C)
Role ambiguity
(D)
Task incompatibility
(E)
Role conflict
Answer:
(E)
Role conflict
86
Research suggests that a certain degree of role conflict and ambiguity:
(A)
Increases role stress
(B)
Can be beneficial to the customer and the organization
(C)
Decreases skill levels
(D)
Guarantees salespeople will be motivated to quit
(E)
Provides extrinsic rewards
Answer:
(B)
Can be beneficial to the customer and the organization
87
All of the following are examples of organizational variables that would influence sales
performance EXCEPT:
(A)
How closely the sales force is supervised
(B)
The number of competitors in a territory
(C)
The company’s advertising expenditures
(D)
The firm’s current market share
(E)
The amount of role conflict
Answer:
(B)
The number of competitors in a territory