Question 1

The task behavioral form of leadership is characterized by two-way communication.

Accepted Answer

Relationship behavior is people oriented. It involves the extent to which the leader uses two-way communication, not one-way as in task behavior.

Question 2

The relationship form of leadership can include activities such as listening,providing clarification,and giving positive feedback.

Accepted Answer

Relationship behavior involves the extent to which the leader uses two-way communication. It includes listening, providing clarification, getting to know the individual's motives and goals, and giving positive feedback to help reinforce such things as a person's self-image, confidence, and ego.

Question 3

The persuasive style of leadership is characterized by above-average levels of task and relationship behavior.

Accepted Answer

A persuading leadership style is characterized by above-average amounts of both task and relationship behavior. The sales manager makes the decision; however, the salesperson's cooperation is sought by explaining what needs to be done and then persuading the salesperson to carry out the decision.

Question 4

Performance evaluation is a part of the _____ element of a sales manager's motivation mix.

Accepted Answer

Management control procedures include sales quotas, reports, and performance evaluations.

Question 5

Each salesperson at a firm should receive at least one formal evaluation every year.

Accepted Answer

Periodic performance evaluations provide the input for semiannual and/or annual performance evaluations. A minimum of one formal evaluation should be completed yearly for each salesperson.

Question 6

A salesperson's ability to overcome objections is an example of quantitative criteria.

Accepted Answer

The ability to overcome objections is an example of qualitative criteria. Quantitative criteria include gross profit and number of sales calls.

Question 7

Which term refers to the arousal,intensity,direction,and persistence of effort directed toward job tasks over time?

Accepted Answer

Motivation is the arousal, intensity, direction, and persistence of effort directed toward job tasks over a period. The sales manager strives to increase the motivation of salespeople toward performing their job activities at a high level through the development of a motivation mix.

Question 8

Praise and recognition are part of the _____ element of a sales manager's motivation mix.

Accepted Answer

Nonfinancial rewards include challenging work assignments, praise, and recognition.

Question 9

Robin,a pharmaceutical sales representative,was recently given a key account.She is excited about the challenging assignment.Robin's sales manager is most likely motivating Robin with a:

Accepted Answer

Nonfinancial rewards include challenging work assignments, praise, and recognition. Robin's manager is motivating her with a challenging and important account.

Question 10

The 'tells' leadership style has both high task orientation and low relationship behavior.

Accepted Answer

A telling leadership style is characterized by above-average levels of task behavior and below-average levels of relationship behavior.

Question 11

According to the text,more firms use incentive travel programs than merchandise awards to motivate salespeople.

Accepted Answer

Industry typically spends 78 percent on merchandise awards and 22 percent on incentive travel programs.

Question 12

Immediate supervisors typically establish procedures for who will do the evaluation and how it will be done.

Accepted Answer

Typically, the company sets up procedures for who will do the evaluation and how it will be done. The performance criteria for evaluation have been decided and materials, such as evaluation forms, are available.
Multiple Choice Questions

Question 13

The main evaluator of a salesperson should be the salesperson's immediate supervisor.

Accepted Answer

The primary evaluator should be the salesperson's immediate superior because this person has direct knowledge about sales performance. The manager has actually worked with the salesperson.

Question 14

A delegating leadership style is characterized by below-average levels of both task behavior and relationship behavior.

Accepted Answer

A delegating leadership style is characterized by below-average levels of both task behavior and relationship behavior. The delegating type of leadership provides little direction, low levels of personal contact, and little supportive behavior.

Question 15

Sales contests serve as incentives to achieve long-term sales goals,but they typically lead to high levels of absenteeism and turnover.

Accepted Answer

Sales contests are special sales programs offering salespeople incentives to
achieve short-term sales goals. Occasionally, contests may run for as long as a year; examples include the insurance or real estate industry's million dollar club. Many sales managers feel that these contests, as well as bonuses, can increase the team spirit of their sales groups, interest in the job, and job satisfaction and can discourage absenteeism and turnover.

Question 16

The motivation mix consists of all of the following components EXCEPT:

Accepted Answer

The motivation mix consists of the basic compensation plan, management control procedures, leadership techniques, nonfinancial rewards, and special financial incentives. Hygiene factors are not a component.

Question 17

In a participating leadership style,the sales manager makes all decisions for the salesperson.

Accepted Answer

The sales manager makes all decisions in the telling leadership style. In the participating leadership style, the sales manager and salesperson make decisions together.

Question 18

Salespeople should receive evaluations at the end of every performance cycle.

Accepted Answer

Salespeople should be evaluated at the end of each performance cycle. A performance cycle is a period related to specific product goals and/or job activities.

Question 19

Coaching refers training a salesperson in the home office and rarely involves a manager accompanying a salesperson on a sales call.

Accepted Answer

Coaching refers to training someone on the job intensively through instruction, demonstration, and practice. The main element of a coaching session is the joint sales call

Question 20

An organization's salespeople are experiencing declining sales due to the introduction of a competitor's new product.Participative leadership is best suited in this situation.

Accepted Answer

When salespeople are experiencing declining sales due to the introduction of a competitor's new product, the participative style would not be suitable. The salespeople need more direction so the persuading or telling style would be better in this situation.

Quiz 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople