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

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.

Answer 1

B

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.

Answer 2

B

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.

Answer 3

C

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

Question 21

Mark has found that he can increase salespeople's performance by involving salespeople in:

A)Corporate organizational citizenship behavior.
B)Valences for rewards.
C)Territory design.
D)Targeting role accuracy.

Question 22

A sales manager who works to eliminate salespeople's role ambiguity and conflict will:

A)Be viewed positively by his or her salespeople.
B)Reduce the challenge and could limit long-term performance.
C)Increase sales force satisfaction.
D)All of the choices are correct.

Question 23

The benefits of having a "remote" sales force usually include lower costs and:

A)Better family relationships.
B)Reduced technology costs.
C)Stronger customer relationships.
D)All of the choices are correct.

Question 24

Salespeople are likely to experience more role conflict than other people in the company because they work at:

A)The boundary of the firm.
B)Too many hours.
C)Closely with their sales managers.
D)All of the choices are correct.

Question 25

If a salesperson is faced with the question "Does my boss assume I will make the sale?" they are struggling with:

A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.

Question 26

Which of the following is NOT a step in defining a salesperson's role?

A)Salespeople develop perceptions.
B)Role partners communicate expectations.
C)Organizations communicate citizenship behaviors to communities.
D)Salespeople convert perceptions into behavior

Question 27

Job satisfaction is the characteristics of a job that salespeople find:

A)Rewarding.
B)Fulfilling.
C)Unsatisfying.
D)All of the choices are correct.

Question 28

Judy is highly motivated by intrinsic rewards.Judy will be most influenced by:

A)Feelings of accomplishment.
B)Personal growth.
C)A sense of self-worth.
D)All of the choices are correct.

Question 29

Which of the following job satisfaction dimensions provides primarily intrinsic rewards?

A)The job itself.
B)Pay.
C)Customers.
D)Promotion and advancement.

Question 30

When designing job-related rewards for salespeople,sales managers need to recognize:

A)Money is always the most important reward.
B)Intrinsic rewards need to be made extrinsic.
C)Extrinsic rewards need to be made intrinsic.
D)Desired rewards vary with demographic characteristics.

Question 31

Expectations and demands concerning how salespeople should behave are communicated during the _________________ step in defining a salesperson's role.

A)Role partners communicate expectations.
B)Salespeople develop perceptions.
C)Salespeople convert perceptions into behavior.
D)All of the choices are correct.

Question 32

Carlos,a sales manager,wants to minimize the negative consequences of role perceptions among his salespeople.Carlos will consider:

A)The kinds of salespeople he hires.
B)Training methods.
C)Incentives used.
D)All of the choices are correct.

Question 33

The relationship between performance and rewards in sales is:

A)Defined by the sales manager.
B)Complex.
C)Regulated in most states.
D)Internally defined.

Question 34

Companies use policies,procedures,and training programs to convey ___________.

A)Valences for rewards.
B)Job satisfaction.
C)Perceived role ambiguity.
D)Role expectations.

Question 35

Harry is getting informal pressure to behave in certain ways through:

A)Company policies.
B)Operating procedures.
C)Social pressure from the other salespeople.
D)All of the choices are correct.

Question 36

Salespeople perform according to what they think ____________ expect.

A)Customers.
B)Role partners.
C)Managers
D)All of the choices are correct.

Question 37

Ginger feels unappreciated in her sales organization.She would probably be motivated by:

A)Bonuses.
B)Recognition.
C)Personal growth.
D)Security.

Question 38

The difference between extrinsic rewards and intrinsic rewards is:

A)Extrinsic rewards are always monetary rewards.
B)Intrinsic rewards are internal and extrinsic come from others.
C)Intrinsic rewards are more important.
D)Extrinsic rewards are more important.

Question 39

Ryan is highly motivated by extrinsic rewards.Ryan will be most influenced by:

A)Feelings of accomplishment.
B)Personal growth.
C)A sense of self-worth.
D)Recognition from his peers and sales manager.

Question 40

If a salesperson is faced with the question of "Do I know what the role partner expects with regard to that activity?" they are struggling with:

A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.

Question 41

One way to reduce role conflict is to give salespeople:

A)Greater rewards.
B)More time off.
C)Sufficient support staff to reduce the number of sales calls they need to make.
D)Greater voice in what they do and how they do it.

Question 42

Gwen was involved with determining the performance standards her sales manager uses to evaluate her.This will likely reduce Gwen's:

A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.

Question 43

Research has proven that people with sales aptitude are more successful.

Question 44

One of the problems associated with a "remote" sales force is:

A)Isolation.
B)Increased costs.
C)Weaker customer relationships.
D)All of the choices are correct.

Question 45

When a sales manager finds the right mix of motivation elements,it will work to motivate all salespeople in his or her organization.

Question 46

The role of a salesperson is largely defined by the salesperson's personal expectations.

Question 47

Sales training should focus on delivering critical product updates and company information.

Question 48

Leadership in sales management is particularly important when:

A)The salesperson's job is complex and ambiguous.
B)Sales methods are routine.
C)Canned presentations are substituted for problem-solving selling.
D)Emphasis is placed on transactional sales.

Question 49

Because Frank reports to both the marketing manager and the sales manager,he sometimes experiences:

A)Role expectations.
B)Role ambiguity.
C)Role security.
D)Role inaccuracy.

Question 50

There should be one set of rewards applied across the entire sales organization.

Question 51

Don is known as a great leader.He tailors his style and approach to the needs of his sales force and:

A)Company regulations.
B)Organizational citizenship expectations.
C)The kinds of tasks they must perform.
D)His personal needs.

Question 52

Sales managers are responsible for making sure the salesperson understands company performance expectations.

Question 53

The goal of a sales manager when developing a reward mix is to:

A)Minimize the cost to the company.
B)Direct every action a salesperson takes.
C)Direct sales force efforts toward the most important activities.
D)All of the choices are correct.

Question 54

Salespeople's family members can have a significant effect on job perceptions.

Question 55

Promotion is not the long-term goal of a salesperson.

Question 56

By closely supervising salespeople,sales managers can reduce:

A)Role expectations.
B)Role ambiguity.
C)Role conflict.
D)Role inaccuracy.

Question 57

The need for ________________ often brings salespeople into conflict with standard operating procedures of the company.

A)Rewards.
B)Flexibility.
C)Intrinsic satisfaction.
D)Role accuracy.

Question 58

The more accurate salespeople's role perceptions,the less motivated they are likely to be.

Question 59

Most salespeople love:

A)Supervision.
B)Structure.
C)Autonomy and flexibility.
D)Intrinsic rewards over extrinsic rewards.

Question 60

The goal of sales managers should be to eliminate role ambiguity and conflict.

Question 61

What influences salespeople's motivation?

Question 62

How can sales managers minimize the negative consequences of role perceptions among salespeople?

Question 63

What is a reward mix?

Question 64

What are the three steps in defining a salesperson's role?

Question 65

Why do salespeople need flexibility to do their job?

Question 66

Describe the seven dimensions of job satisfaction.

Question 67

Who defines the role of a salesperson in an organization?

Question 68

What does it mean to say that salespeople are in boundary positions?

Question 69

Sales managers often talk about improving the skill level of their salespeople.What skills can be developed?

Question 70

How can sales managers reduce role conflict and ambiguity?

Question 71

Are salespeople born or made?

Question 72

What does it mean to say that close supervision of salespeople can be a two-edged sword?

Question 73

Why are role perceptions important in sales management?

Question 74

How can managerial leadership affect sales performance?

Question 75

What personal traits are associated with sales success?