Chapter $10$ skill exercise #$3$ Chapter Ten

Evaluating the Per

for

mance of Salespeople

$311$

BUILDING SALES MANAGEMENT SKILLS

$1.$

Develop a method that can be used to evaluate salespeople$$s per

for

man

ce in the fol

$-$

lowing areas: communication skills, attitude, initiative and aggressiveness, appearance

and manner, knowledge of competition, enthusiasm, cooperation, and time manage

$-$

ment. Explain any advantages and$/$or disadvantages associated with your mea

sur

e

men

t

method.

$2.$

Usi

ng the following scale $(1$ to $5,$ with $1$ being $$strongly disagree$$ and $5$strongly

agree$)$ and the statements in Exhibit $10\mathrm{.}19,$ interview three salespeople and deter

$-$

mine the level of job satisfaction of each. Explain areas of dissatisfaction and offer

suggestions for improving satisfaction.

$3.$

Fol

lowing is an evaluation of salesperson Sally from the XYZ Corporation that was

filled out by her sales manager. The company requires all its sales managers to use this

form when evaluating salespeople.

The following scale was used: Almost Never

$1$

$2$

$3$

$4$

$5$

Al

most Always

Sal

ly$$s Score

Asks customers for their ideas for promoting business

$2$

Off

ers customers help in solving their problems

$1$

Is co

nstantly smiling when interacting with customers

$4$

Adm

its when she does not know the answer, but promises to find out

$4$

Gen

erates new ways of tackling new or ongoing problems

$1$

Ret

urns customers$$ calls the same day

$2$

Ret

ains her composure in front of customers

$5$

Del

ivers what she promises on time

$1$

Rem

ains positive about the company in front of customers

$5$

Kno

ws the design and specification of company products

$4$

Knows

the applications and functions of company products

$2$

Sub

mits reports on time

$2$

Mai

ntains company specified rec

ord

s that are accurate and complete

$2$

Use

s expense accounts with integrity

$3$

Use

s business gift and promotional allowances responsibly

$3$

Con

trols costs in other areas of the company $($order pro

ces

sing

and preparation, delivery,

etc

$.)$ when taking sales orders

$3$

Ide

ntify any problems that you see with Sally and make suggestions for improving

her per

for

man

ce$.$ In your analysis, be sure to consider the reasons why Sally may be

doing a poor job in some of these areas. How could information like this be used to

improve the per

fo

r

ma

nce of the sales or

ga

ni