Examen 2

Question 1

Motivation and Control of the Sales Force

Answer 1

series of dynamic interpersonal processes that initiate, direct, intensify, and maintain work-related behaviors of sales personnel, oriented toward goals and objectives.

Question 2

Direction

Answer 2

Physical and mental effort in an activity, choosing which activities to focus on.

Question 3

Persistence

Answer 3

Duration of effort.

Question 4

Intensity

Answer 4

Level of effort applied.

Question 5

Content Theories

Answer 5

Hierarchy of Needs: People are motivated by a hierarchy of needs, progressing through psychological development and higher-order needs.

Question 6

ERG Theory

Answer 6

Existence (physiological and security needs).
Affinity (social and esteem needs).
Growth (self-actualization).

Question 7

Needs Theories:

Answer 7

• Power: Desire to dominate, influence, and have authority.
• Achievement: Mastery and completion of difficult tasks.
• Affiliation: Friendships and relationships with peers or customers.

Question 8

Two-Factor Theory:

Answer 8

Satisfaction: Motivators (job itself).

Dissatisfaction: Hygiene factors (company policies, salary, safety, working conditions).

Question 9

Equity Theory:

Answer 9

Employees compare their work contributions and rewards with others.

Question 10

Expectancy Theory

Answer 10

Motivation is based on the expectation that effort will lead to desired performance and rewards.

Question 11

Attribution Theory

Answer 11

Perception of events (success or failure) as internal or external, affecting effort levels.

Question 12

Goal-Setting Theory

Answer 12

Motivation increases when clear goals are linked to rewards.

Question 13

Organizational Behavior Modification (OBM):

Answer 13

Uses rewards and punishments to reinforce behaviors.

Question 14

Positive Reinforcementv

Answer 14

Rewards to encourage behavior.

Question 15

Punishment

Answer 15

Negative consequences to discourage behavior.

Question 16

Negative Reinforcement:

Answer 16

Removing unpleasant conditions when desired behavior occurs.

Question 17

Extinction

Answer 17

Ignoring undesired behavior to eliminate it.

Question 18

Extrinsic Rewards:

Answer 18

Controlled by managers or customers.

Question 19

Intrinsic Rewards:

Answer 19

Internal psychological or behavioral rewards.

Question 20

Potential Dangers of Incentive Programs

Answer 20

Competitive events are often short-term.

May lead to temporary sales increases but destroy morale if not managed properly.

Question 21

Sales Contests:

Answer 21

Used to motivate and reward staff for achieving goals. Must have clear purposes, prizes, and effectiveness evaluations.

Question 22

Sales Meetings:

Answer 22

Two-way communication opportunities between the sales team, marketing, and offices.

Question 23

Organizational Climate

Answer 23

Staff perceptions about their work situation.

Question 24

Organizational Commitment:

Answer 24

When employees identify with the company’s values and goals.

Question 25

Job Commitment:

Answer 25

Degree of employee participation in their work (high, medium, or low).

Question 26

Sales Training

Answer 26

Increases long-term profits, improves planning and selling skills, strengthens customer relationships, and reduces turnover.

Question 27

Assessing Training Needs

Answer 27

Identifying knowledge gaps.

Question 28

Training Content:

Answer 28

Prospecting, visit planning, sales presentations, handling objections, closing sales, follow-ups.

Question 29

Leadership Fundamentals:

Answer 29

Effective communication, influence, inspiration, ethical and moral values, and decision-making abilities.

Question 30

Leadership

Answer 30

is emotional and inspires people

Question 31

administration

Answer 31

involves planning, organizing, and controlling tasks.

Question 32

Personal Power

Answer 32

Expert power (skills, knowledge, intelligence).

Question 33

Position Power:

Answer 33

Legitimate power (authority), reward power, coercive power.

Question 34

Planning Process:

Answer 34

1. Analyze the situation. 2. Determine market potential and forecast sales. 3. Set goals and objectives. 4. Develop strategies. 5. Allocate resources and budgets. 6. Implement the plan. 7. Evaluate and control performance.

Question 35

Market Potential:

Answer 35

Maximum industry sales possible.

Question 36

Sales Potential:

Answer 36

Maximum sales a company can achieve.

Question 37

Sales Forecasting:

Answer 37

Predicting future market demand for a product.

Question 38

Methods for Forecasting:

Answer 38

Qualitative: Executive opinions, sales force estimates, surveys. Quantitative: Time-series analysis, regression analysis, econometric models.

Question 39

Sales Territory Management

Answer 39

A geographic area assigned to a salesperson.

Question 40

Sales Territory Review:

Answer 40

Identifying problems like overlapping territories, outdated assignments, or sales potential overestimation.

Question 41

Effective Time Management:

Answer 41

Prioritize sales activities, balance time between clients and paperwork, and optimize routes.

Question 42

Efficiency

Answer 42

focuses on cost reduction

Question 43

effectiveness

Answer 43

focuses on results.

Question 44

80/20 Rule:

Answer 44

80% of sales come from 20% of customers/products.

Question 45

Budget Planning Process:

Answer 45

1. Analyze past performance. 2. Identify market opportunities. 3. Allocate resources to territories and activities. 4. Monitor and adjust.