Question 1

Leah tells her customer that she has available the billboards the customer wants,not knowing that an executive sales rep has committed those billboards to a national account.Leah is experiencing:
A)Perceived role ambiguity.
B)Role inaccuracy.
C)Perceived role conflict.
D)All of the choices are correct.

Accepted Answer

Leah is experiencing role inaccuracy, as she is not aware of the commitment made by the executive sales rep and mistakenly tells the customer that the billboards are available.

Question 2

The role of a salesperson is largely defined through the expectations,demands,and pressures communicated by his or her:
A)Peers.
B)Role partners.
C)Customers.
D)Sales managers.

Accepted Answer

The role of a salesperson is largely defined through the expectations, demands, and pressures communicated by their role partners, which include customers, peers, and sales managers. Role partners are those individuals or groups who directly or indirectly influence the salesperson's role expectations and performance.

Question 3

When considering the five determinants that affect a salesperson's performance it is important to recognize that:
A)Aptitude is the most important determinant.
B)Motivation is more important than skill level.
C)The determinants interact with each other.
D)Personal variables are less important than organizational variables.

Accepted Answer

The determinants of a salesperson's performance are aptitude, skill level, motivation, role perceptions, and organizational support. These determinants are not independent of each other; they interact and influence one another. For example, a salesperson with high aptitude may perform poorly if they lack motivation or organizational support. Therefore, it is important to consider all five determinants when analyzing and improving salesperson performance.

Question 4

Marvin is not sure whether his company's product will really benefit the customer.He thinks it will but needs specific information to be sure.Marvin is struggling with:
A)Perceived role ambiguity.
B)Role inaccuracy.
C)Perceived role conflict.
D)All of the choices are correct.

Accepted Answer

Marvin is uncertain about his role and responsibilities in determining the benefits of the product for the customer. This uncertainty leads to perceived role ambiguity.

Question 5

A salesperson' motivation:
A)Is under the direct control of the sales manager.
B)Is directly controlled only by obsessive sales managers.
C)Can be influenced by things the sales manager does.
D)Is independent of outside forces.

Accepted Answer

A salesperson's motivation can be influenced by several factors, including the sales manager's actions, feedback, and encouragement. However, motivation is not entirely under the direct control of the sales manager, as it can also be influenced by the salesperson's personal goals, values, and attitudes.

Question 6

Roland thinks that opening twenty new accounts will significantly add to his annual bonus.This perception is Roland's:
A)Expectancy
B)Valence for performance.
C)Instrumentality.
D)Role accuracy.

Accepted Answer

Instrumentality is the belief that a certain level of performance will lead to a specific outcome. In this case, Roland believes that opening twenty new accounts will significantly add to his annual bonus, which is a clear example of instrumentality.

Question 7

Erica is debating whether the bonus she will receive by meeting the sales requirements is worth the extra effort.Erica is debating the:
A)Expectancy
B)Valence for performance.
C)Instrumentality.
D)Valence for rewards.

Accepted Answer

The valence for rewards is the degree to which an individual values the potential rewards that they can receive. In this case, Erica is considering whether the bonus she will receive is worth the extra effort. Therefore, her concern is related to the valence for rewards, making option D the correct choice.

Question 8

Motivation is how much the salesperson ___________ on each activity or task.
A)Is required to expend effort.
B)Values effort.
C)Wants to expend effort.
D)Envisions effort

Accepted Answer

Motivation is a subjective concept that represents an individual's drive to exert effort toward achieving a goal. In this case, the salesperson's motivational level is determined by how much they want to (or are willing to) expend effort on each activity or task. Therefore, the best answer is C - wants to expend effort.

Question 9

If you monitor ___________(s)regularly and your salespeople know that you are checking their reports,it is still necessary to have a written _______ policy.
A)Expense
B)Customer
C)Training
D)None of the above

Accepted Answer

Even if expense reports are monitored regularly and salespeople know they are being checked, a written expense policy is still necessary to ensure consistency and clarity in what expenses are allowed and how they can be reported. This helps avoid confusion and potential disputes or misuse of funds.

Question 10

A salesperson's performance is a function of all of the following EXCEPT:
A)Role perception.
B)Aptitude.
C)Skill level.
D)Textural context.

Accepted Answer

All of the options except for "textural context" are factors that impact a salesperson's performance. Textural context does not have a direct impact on sales performance, as it refers to the texture or feel of a product or material.

Question 11

Skill levels are learned proficiencies.Sales managers have found that:
A)All salespeople need to be equally trained so they can adapt to any selling environment.
B)Different kinds of skills are needed for different types of selling tasks.
C)Technical skills are more important in today's selling environment.
D)Leadership and presentation skills can overcome a lack of interpersonal skills.

Accepted Answer

Different kinds of skills are needed for different types of selling tasks. Not all sales tasks are the same, and different products or services require different approaches to selling. Therefore, sales managers have to identify the required skill set for each kind of selling task and train their sales team accordingly.

Question 12

Paul is frustrated by small amount of marketing support,declining market share,and lack of sales manager support for his selling efforts.Paul's selling effort is being influenced by:
A)Expectancies.
B)Organizational factors.
C)Environmental variables.
D)Organizational citizenship behaviors.

Accepted Answer

The factors that are frustrating Paul, such as lack of marketing support and sales manager support, are organizational factors that are impacting his selling efforts. Expectancies refer to a salesperson's belief in their ability to achieve their sales targets, while environmental variables refer to factors such as the economy and competition. Organizational citizenship behaviors refer to behaviors that go beyond job requirements, such as volunteering for extra tasks or helping colleagues, and are not related to Paul's frustrations with his job.

Question 13

One reason industrial salespeople often experience role inaccuracy,conflict,and ambiguity is:
A)They work too hard.
B)Industrial selling is complex.
C)They spend so much time out of the office and with customers.
D)All of the choices are correct.

Accepted Answer

The answer of One reason industrial salespeople often experience role...

Question 14

How a sales manager organizes and deploys the sales force can affect:
A)Salespeople's perceptions of the job.
B)Training expectations.
C)Cost of living.
D)The sales manager's perceived self role ambiguity.

Accepted Answer

How a sales manager organizes and deploys the sales force can directly affect how salespeople perceive their job. If the organization is structured poorly, with unclear expectations and insufficient support or resources, sales employees may become frustrated, disengaged, and less productive. A sales manager who understands his or her salespeople's needs, skills, and motivations can help create a work environment that fosters success and satisfaction.

Question 15

Frank assumes that,if he makes more sales calls,his sales will increase.For Frank this is an:
A)Expectancy
B)Valence.
C)Perceived role.
D)Role accuracy.

Accepted Answer

Expectancy is the belief that increased efforts will lead to increased performance. In this case, Frank believes that making more sales calls will lead to an increase in his sales.

Question 16

Good salespeople are not necessarily _________ with the inherent abilities to be good.
A)Provided
B)Born
C)Trained
D)None of the above

Accepted Answer

Good salespeople are not necessarily born with the inherent abilities to be good, implying that these abilities can be acquired through experience and training rather than being innate.

Question 17

The role of a salesperson is:
A)The set of activities or behaviors to be performed.
B)Always maximize sales.
C)Know all the customers.
D)Work with production managers to sell what is available.

Accepted Answer

The role of a salesperson is defined as a set of activities or behaviors to be performed, such as identifying potential customers, presenting products or services, and closing deals. While maximizing sales is important, it should not be the sole focus of a salesperson's role. Knowing all customers is also important, but may not be feasible or necessary depending on the size of the customer base. Working with production managers to sell what is available may also be a part of the salesperson's role, but again, it is just one aspect among many.

Question 18

A certain amount of role conflict and ambiguity enables salespeople to:
A)Be more empathic to their sales manager.
B)Avoid role inaccuracy.
C)Increase extrinsic rewards.
D)Make creative decisions.

Accepted Answer

Role conflict and ambiguity can provide salespeople with enough flexibility to make creative decisions. When there are no clear guidelines in the roles they play, they can use their skills to generate novel solutions to problems and fill in the role gaps creatively. This can help to differentiate their approach from that of competitors and increase sales.

Question 19

Roland thinks opening new accounts is more important than maintaining existing accounts.Roland's perception regarding opening new accounts is his:
A)Expectancy
B)Valence for performance.
C)Perceived role.
D)Role accuracy.

Accepted Answer

Valence for performance refers to the value an individual places on the outcome of a particular performance, in this case, the importance Roland places on opening new accounts over maintaining existing ones.

Question 20

Wilma is a new sales representative.She is not exactly sure what her role is within the organization but is influenced by:
A)Her sales manager.
B)Customers.
C)Her family.
D)All of the choices are correct.

Accepted Answer

Wilma, as a new sales representative, is influenced by a variety of factors in understanding her role within the organization. This includes guidance and expectations set by her sales manager, feedback and interactions with customers, and the support and perspectives of her family. All these elements collectively shape her understanding and approach to her role.

Quiz 10: Salesperson Performance: Behavior,Motivation,and Role Perceptions

Leah tells her customer that she has available the billboards the customer wants,not knowing that an executive sales rep has committed those billboards to a national account.Leah is experiencing:

The role of a salesperson is largely defined through the expectations,demands,and pressures communicated by his or her:

When considering the five determinants that affect a salesperson's performance it is important to recognize that:

Marvin is not sure whether his company's product will really benefit the customer.He thinks it will but needs specific information to be sure.Marvin is struggling with:

A salesperson' motivation:

Roland thinks that opening twenty new accounts will significantly add to his annual bonus.This perception is Roland's:

Erica is debating whether the bonus she will receive by meeting the sales requirements is worth the extra effort.Erica is debating the:

Motivation is how much the salesperson ___________ on each activity or task.

If you monitor _____(s) regularly and your salespeople know that you are checking their reports,it is still necessary to have a written _ policy.

A salesperson's performance is a function of all of the following EXCEPT:

Skill levels are learned proficiencies.Sales managers have found that:

Paul is frustrated by small amount of marketing support,declining market share,and lack of sales manager support for his selling efforts.Paul's selling effort is being influenced by:

One reason industrial salespeople often experience role inaccuracy,conflict,and ambiguity is:

How a sales manager organizes and deploys the sales force can affect:

Frank assumes that,if he makes more sales calls,his sales will increase.For Frank this is an:

Good salespeople are not necessarily _________ with the inherent abilities to be good.

The role of a salesperson is:

A certain amount of role conflict and ambiguity enables salespeople to:

Roland thinks opening new accounts is more important than maintaining existing accounts.Roland's perception regarding opening new accounts is his:

Wilma is a new sales representative.She is not exactly sure what her role is within the organization but is influenced by: