The evaluation program for training and development programs includes four steps: 1. Determine outcomes resulting from using what was learned 2. Determine principles, techniques, and facts that were learned 3. Assess participant satisfaction with training 4. Assess changes in job behavior resulting from training Arrange these steps in the correct order:

2, 3, 1, 4

2, 3, 4, 1

3, 2, 1, 4

3, 2, 4, 1

Choose the correct answer: What does not characterize effective sales managers:

Grow and develop salespeople by emphasizing continuous job improvement and career development

Build enthusiasm throughout the sales team

Get involved by being accessible and visible to salespeople

Earn the trust of salespeople by being dependable and competent, and exhibiting integrity

Organizational buyer behavior can be viewed as a buying process consisting of several phases. Which of the following phases is not part of the buying process:

Recognition of a problem or need

Performance feedback and evaluation only for large purchases

Evaluation of proposals and selection of suppliers

Search for and qualification of potential sources

Specific skills that are important in the sales process:

listening, answering, speaking, and sales presentation skills

listening, answering, sales dialogue skills, and sales presentation skills

listening, questioning, speaking, and sales presentation skills

listening, questioning, sales dialogue skills, and sales presentation skills

Choose the incorrect opinion:

Product knowledge is one of the most commonly covered topics in sales training programs

Adequate product knowledge will not necessarily lead to sales success

Product knowledge does not need updating in every event of development of new applications for the product

Salespeople must have thorough product knowledge, including its benefits, applications, competitive strengths, and limitations

Choose the correct definition:

Legitimate power - stems from the ability of one party to reward the other party for a designated action

Reward power - based on a belief that one party can remove rewards and provide punishment to affect behavior

Coercive power - based on a belief that one party can remove rewards and provide punishment to affect behavior

Expert power - based on the attractiveness of one party to another. It may arise from friendship, role modeling, or perceived similarity of personal background or viewpoints