Question 1

The results of salesperson performance evaluations can be used for all these sales management purposes except to

Accepted Answer

Performance evaluations are not typically used to assess the adequacy of a firm's sales management process; they focus on individual salesperson performance rather than the overall management process.

Question 2

Performance evaluations for the purpose of determining compensation and special rewards should focus on

Accepted Answer

Performance evaluations for the purpose of determining compensation and special rewards should focus on activities and results related to the salesperson's current job and situation. This ensures that the evaluation is tied to the salesperson's performance in their current role and the results they have achieved. Factors such as potential effectiveness as a sales manager, human resource planning, career development aspirations, and job satisfaction may be important, but they are not the primary focus when determining compensation and rewards.

Question 3

The majority of sales organizations evaluate salesperson performance:

Accepted Answer

Most sales organizations evaluate salesperson performance on an annual basis to align with fiscal year goals and provide a comprehensive assessment of performance over a longer period.

Question 4

Which of the following approaches to salesperson performance evaluations is false?

Accepted Answer

Performance evaluations are usually conducted in a more formal setting rather than in the field. This allows for a comprehensive review of the salesperson's performance, discussion of objectives, and development plans in a controlled environment, ensuring privacy and minimizing distractions.

Question 5

An assessment technique that involves performance assessment from multiple raters including sales managers, internal and external customers, team members, and even oneself is

Accepted Answer

360-degree feedback involves gathering feedback from multiple raters including managers, peers, team members, internal and external customers, and even oneself. This technique helps to provide a comprehensive view of an individual's performance and behavior.

Question 6

All the following are benefits of 360-degree feedback except

Accepted Answer

360-degree feedback does not necessarily eliminate sales manager involvement, as they may still play a role in facilitating the feedback process or providing feedback themselves. The other answer choices are all benefits of 360-degree feedback.

Question 7

When using a 360-degree feedback system, feedback may be obtained from

Accepted Answer

A 360-degree feedback system involves obtaining feedback from multiple sources, including oneself, managers, colleagues, customers, and any other relevant stakeholders. Therefore, option E is the best choice as it includes all of the possible sources of feedback.

Question 8

Which of the following statements concerning a 360-degree feedback system is false?

Accepted Answer

In a 360-degree feedback system, it is important to keep the identity of the raters anonymous in order to encourage honest feedback. Therefore, choice C is false.

Question 9

Which of the following statements concerning performance management is false?

Accepted Answer

Salespeople typically create their own development plans with input from their sales managers. Sales managers may provide guidance and support, but ultimately it is the salesperson's responsibility to drive their own development and improvement.

Question 10

The typical approach to performance evaluation incorporates four distinct stages. Which of the following is not one of the stages?

Accepted Answer

The typical approach to performance evaluation does not include discussing the salesperson with others who evaluated them. It focuses on direct evaluation and feedback between the salesperson and the sales manager.

Question 11

A behavior-based perspective to evaluating and controlling salesperson performance

Accepted Answer

A behavior-based perspective emphasizes the evaluation of salesperson characteristics, which can be complex and subjective, rather than solely focusing on sales outcomes.

Question 12

Which of the following statements regarding the use of outcome-based and behavior-based perspectives in the evaluation of salesperson performance is false?

Accepted Answer

Behavior-based perspectives focus on the salesperson's activities and behaviors, such as their level of effort, the strategies they employ, and how they interact with customers. Outcome-based perspectives, on the other hand, focus on the results achieved, such as sales volume, revenue, or market share. The statement that a review of current practice indicates a tendency toward a behavior-based perspective is false because there has been a significant shift towards outcome-based measures due to their ease of quantification and the direct link to organizational goals.

Question 13

Which of the following is not true regarding an outcome-based perspective to evaluating and controlling salesperson performance

Accepted Answer

An outcome-based perspective primarily focuses on objective results and outcomes, such as sales targets achieved, rather than subjective assessments of salesperson characteristics. This approach emphasizes results over the process and may not deeply consider the nuances of customer relationships or the salesperson's personal attributes.

Question 14

Which of the following is not one of the characteristics of a behavior-based performance evaluation perspective?

Accepted Answer

Little monitoring of salespeople is not one of the characteristics of a behavior-based performance evaluation perspective. In fact, considerable monitoring of salespeople is a key characteristic of this approach as it is focused on evaluating and measuring specific behaviors and activities of salespeople. The other options, A, B, and C, are all characteristics of a behavior-based performance evaluation perspective.

Question 15

Complete this sentence. The more a salesperson performance evaluation system is behavior-based than outcome-based

Accepted Answer

When a salesperson performance evaluation system is behavior-based rather than outcome-based, there is less need for using pay as a control mechanism. Instead, the focus is on rewarding and incentivizing specific behaviors that lead to desired outcomes. This can lead to a more motivated and committed sales force. The other options suggest negative consequences of a behavior-based system, but they are not necessarily true.

Question 16

Limited research shows that behavior-based control appears to be used under all the following conditions except

Accepted Answer

The answer of Limited research shows that behavior-based control appears...

Question 17

A comprehensive evaluation of salesperson performance should incorporate criteria from all the following dimensions except

Accepted Answer

Political criteria are not relevant to evaluating salesperson performance. The other dimensions are all important to consider in a comprehensive evaluation of salesperson performance: profitability measures the financial impact of a salesperson's work, professional development assesses the salesperson's growth in skills and knowledge, behavioral criteria evaluate how well a salesperson adheres to company values and customer service standards, and results measure the concrete outcomes of a salesperson's efforts.

Question 18

Most sales organizations focus on this behavioral criterion in salesperson evaluation:

Accepted Answer

Number of customer calls is a commonly used criterion in salesperson evaluation as it shows the salesperson's level of activity and engagement with potential customers. The more calls made, the higher the chances of making a sale. The other options listed may be important but are not as commonly used in evaluation as the number of customer calls.

Question 19

Which of the following is NOT a behavioral criterion used in salesperson evaluation?

Accepted Answer

Sales volume in dollars is a result-oriented criterion, not a behavioral criterion. Behavioral criteria focus on the actions and behaviors of the salesperson, such as the number of demonstrations conducted, reports submitted, customer calls, and customer complaints. Sales volume, on the other hand, measures the outcome of these behaviors.

Question 20

This type of criterion assesses improvements in certain characteristics of salespeople that are related to successful performance in the sales job:

Accepted Answer

The criterion described relates to professional development, which is focused on improving specific skills and characteristics of salespeople that lead to successful job performance. Options A, B, D, and E may be used to measure overall performance or effectiveness, but do not specifically address improvements in characteristics related to successful performance.

Quiz 9: Evaluating the Performance of Salespeople