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Fashion Institute Of Technology - FM 431 Chapter 9 1)Ultimately, adequate training for salespeople leads to all of the following EXCEPT: a

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Fashion Institute Of Technology - FM 431

Chapter 9

1)Ultimately, adequate training for salespeople leads to all of the following EXCEPT:

a.         deeper relationships between the company and the customers

b.         more rapid product development

c.         better job satisfaction for the salespeople

d.         higher incomes for salespeople

e.         more revenue for the company

2.         The lists of "best companies to sell for" compiled by Selling Power magazine show that companies that are the best to sell for are also companies that:

a.         are the best to buy from

b.         are located on the West Coast

c.         invest in technology

d.         invest in training for salespeople

e.         are in the manufacturing industry

3.         All of the following are types of training EXCEPT:

a.         calling customers with no supervision

b.         discussing new product features at weekly sales meetings

c.         going to a training center and listening to a live trainer

d.         watching video sessions on the internet

e.         being given feedback and support during the sale process

4.         All of the following are the ongoing steps to developing an effective training program EXCEPT:

a.         assess the training effort

b.         assign ownership of the training program

c.         identify the firm's training needs

d.         develop the training program

e.         deliver the training

5.         In order to develop an effective training program for sales employees, companies must first determine:

a.         who will receive the training

b.         what is the actual need for training

 

c.         who will conduct the training

d.         how much the training will cost

e.         how the training will be delivered

6.         Training cannot fix all problems in the workplace, but it can fix some of them. Which of the following is a sales force problem that can be fixed by training?

a.         poor product knowledge

b.         poor job satisfaction

c.         low morale

d.         low levels of compensation

e.         low motivation

7.         What are the three levels of information that need to be considered when determining training objectives?

a.         organizational, task, and individual

b.         organizational, ability, and assessment

c.         knowledge, skills, and abilities

d.         organizational, sales, and ability

e.         knowledge, task, and skills

8.         What things need to be taught at the organizational level in a training course for salespeople?

a.         communicating with customers

b.         best practices for filing purchase paperwork

c.         free market theory

d.         managing email

e.         alignment with the company's goals

9.         What things need to be taught at the task level in a training course for salespeople?

a.         kindness, sales, and abilities

b.         knowledge, sales, and assessment

c.         knowledge, skills, and assessment

d.         kindness, skills, and abilities

e.         knowledge, skills, and abilities

 

10.       The best source of information about what knowledge, skills, and abilities a salesperson needs to have is:

a.         the employee handbook

b.         the Dale Carnegie Institute website

c.         the industry guide for salespeople

d.         the company's human resources department

e.         the salesperson's job description

11.       At what time would an entire salesforce, including both new hires and long-term employees, need training?

a.         at the end of a quarter with decreased sales

b.         when a new product is rolled out

c.         when sales territories are divided

d.         when a new sales manager is hired

e.         at the beginning of the fiscal year

12.       Many different kinds of problems can result when training programs do not take into account the differences in customs of different countries. All of the following are examples of problems that are most likely to occur with training programs in foreign countries EXCEPT:

a.         not understanding job titles and levels of respect and authority

b.         teaching salespeople to try to close deals before a relationship is established

c.         differing in reaction to trainers and their training styles

d.         being disrespectful in language and tone

e.         finding translators for the training sessions

13.       All of the following are ways of discovering if an employee needs training EXCEPT:

a.         surveys taken by salespeople

b.         CRM data

c.         surveys taken by managers

d.         performance appraisal data

e.         anonymous reports from other employees

14.       Once it is determined that an employee needs some kind of training, the manager should write:

a.         to the training department to request it

 

b.         a new job description for the employee's position

c.         up a disciplinary notice because the employee was not adequately prepared

d.         an individualized training plan for the employee

e.         back to the human resources department to follow up with them

15.       A training assessment determines:

a.         what can be expected from the next training

b.         how well the training was conducted

c.         how well the attendees retained what they learned in the training

d.         how things could be improved for the next time

e.         what topics need to be covered in a training program

16.       In the past, managers did not spend much time training new salespeople on ethics. Now, training in ethics:

a.         exposes the questionable side of proper sales behavior

b.         teaches salespeople to promote the ethical practices of the company to customers

c.         is more extensive than training on what the product is

d.         is done by external trainers

e.         takes longer than training on basic sales techniques

17.       Companies that ask new hires to do on-the-job training, or shadowing current sales reps, intend for the new hires to:

a.         memorize everything the current sale rep does to replicate it perfectly

b.         model the behavior of the experienced salespeople

c.         ramp up more quickly than they would if they spent time learning about product specifications before going into the field

d.         critique the current rep's performance as part of a two-way training assessment

e.         skip traditional training classes

18.       A company that wants to prevent experienced salespeople from leaving the company at key career transition times can:

a.         provide upper-level sales training for the salespeople right at those transition times to encourage them to stay

b.         redistribute sales territories to give the salespeople key accounts

 

c.         institute an employee loyalty program that plans parties and outings to encourage employee morale

d.         offer a higher commissions than any other salesperson receives

e.         have individual meetings with each salesperson to try to convince them to stay

19.       When salespeople give new technology an honest try but ultimately reject it, it is usually because:

a.         they are afraid of things they don't understand

b.         they will not be penalized for refusing the technology

c.         the technology is a poor fit for what the salespeople actually need

d.         they are too old to learn to use computers

e.         the technology is from a vendor with poor product ratings

20.       All of the following are necessary for a trainer to do when training salespeople on technology EXCEPT:

a.         explain the concepts of networking within the office

b.         train the salespeople to use the technology

c.         make sure the salespeople know the benefits for them of using the technology

d.         provide follow-up training when they need it

e.         give them good tech support on the technology

21.       Sales managers need training, too, on some of the processes and skills that they need for their jobs. Which of the following is NOT something a sales manager would need to be trained on?

a.         giving performance reviews to the salespeople they manage

b.         using the company's CRM system

c.         management and coaching of salespeople

d.         recruiting and interviewing new employees

e.         installation of software on the computers in the sales department

22.       In order to be able to develop, execute, and evaluate the training program, what has to be developed first?

a.         the learning objectives for the training

b.         the budget for the training

c.         the list of trainers who will perform the training

d.         the training center facilities

 

e.         the list of attendees who will attend the training

23.       Bloom's cognitive/knowledge categories teach skills that all have to do with dealing with and processing:

a.         analysis

b.         intelligence

c.         emotions

d.         information

e.         sensation

24.       The skills taught in Bloom's affective/attitude categories could also be described as being:

a.         social and communicative skills

b.         product knowledge

c.         intellectual options

d.         analytical skills

e.         preferences

25.       Some of the objectives of the training course should include:

a.         teaching answers to technical questions about installation and trouble-shooting the product

b.         computerized testing

c.         "hot-seating," or asking students questions in class to test their knowledge of the material

d.         teaching upper-level skills as well as lower level skills from the cognitive/knowledge and affective/attitude categories

e.         memorization

26.       An in-house trainer will have more credibility with trainees when:

a.         the training is done in a small class size

b.         the subject to be trained is universal sales technique

c.         the company's sales process and/or products are so unique that only a fellow employee understands them

d.         the subject to be trained is software from an outside vendor

e.         the trainer has an advanced degree in Instructional Design and Training

27.       An outside trainer will have more credibility with trainees when:

 

a.         the training is on a product or service the trainer works for

b.         the trainer uses PowerPoint slides and other technology as part of the program

c.         the training is done in a small class size

d.         the trainer has an advanced degree in Instructional Design and Training

e.         the training is on in-house products and services

28.       If a company does not have the time, human capital, or resources to develop its own training, it can:

a.         make sales managers spend part of every weekly sales meeting going over sales techniques and software systems

b.         send its employees to be trained at a competing company

c.         ask employees to read books and watch videos at home on the weekends

d.         relax, as most companies do not provide adequate training for their salespeople

e.         use vendor-provided training, either on vendor products (like software) or on sales techniques

29.       It may make more sense to develop training programs in-house if the training needs to be conducted:

a.         with vendor software

b.         yearly

c.         adaptively

d.         once only

e.         repeatedly

30.       A consideration when deciding whether to develop training in-house or to outsource it to another company is to figure out:

a.         the costs of each kind of training

b.         what sales quarter the new hires will begin in

c.         whether the trainers will have rapport with the attendees

d.         whether the outsourced trainer has internet access

e.         how computer-savvy the salespeople are

31.       Instructor-led, in-person training can be flexible and a good way for trainees to network, but it can also be:

a.         boring and expensive to attend

 

b.         condensed into podcasts or streaming video

c.         delivered on the internet

d.         repetitive and rigid

e.         the least expensive option for similar multiple trainings

32.       In the past, self-paced training might have consisted of printed material, audio tapes, or video tapes. Now self-paced training can be delivered:

a.         via fax

b.         at a convention or professional development session

c.         by sound file

d.         by paid trainers in the local area

e.         on the internet

33.       All of the following are training methods that use the internet EXCEPT:

a.         podcasts

b.         webinars

c.         wikis

d.         video live on demand

e.         webcasts

34.       What is a good training method for teaching complex skills in a face-to-face format?

a.         instructor-led lectures

b.         role-playing exercises

c.         the Socratic method

d.         webinars

e.         online self-paced sessions

35.       All of the following factors complicate the scheduling of live training sessions EXCEPT:

a.         planning the sessions

b.         the locations of the employees to be trained

c.         the time in the sales cycle

d.         the schedule of the trainers

e.         the location of the training facility

 

36.       What does "learning transfer" mean?

a.         Learning transfer means that the trainer is able to effectively transfer what is in his or head into the minds of the salespeople in the training.

b.         A learning transfer is the proof some companies require that their salespeople have taken sales methods courses from outside vendors.

c.         Learning transfer is another phrase for learning objective.

d.         Learning transfer means that what is learned in a training program is retained and then applied in the field.

e.         A learning transfer is a center staffed with trainers and all the equipment needed to run a company's software and train salespeople on it.

37.       What is a major problem that trainers encounter with sales managers?

a.         Many managers see training as an expense that does not add value.

b.         Managers want their salespeople to learn everything they can about the product the company sells.

c.         Managers force their salespeople to go to training sessions.

d.         Some managers would like more training themselves on management topics.

e.         All managers wish their salespeople would sell more product.

38.       Which of the following is NOT one of the four types of feedback measure used to assess the success of a training program?

a.         learning

b.         results

c.         behaviors

d.         appraisal

e.         reaction

39.       Utility analysis is a method of examining the effectiveness of a training program that is:

a.         an extension of the results-based measures of assessment

b.         not useful in and of itself

c.         being used by most sales experts across the country

d.         constantly evolving to yield better statistical models

e.         under further study

40.       What is the most likely reason that companies run training programs that do not succeed?

 

a.         The company did not budget enough money for the training programs.

b.         The company did not set specific objectives for the programs, so the programs weren't targeted correctly.

c.         The company did not budget enough time and human capital for the training programs.

d.         The company did not hire the right salespeople initially.

e.         The company could not convince new salespeople to attend the trainings.