MODULE 5—STAFFING THE SALESFORCE: RECRUITMENT AND SELECTION

MULTIPLE CHOICE

1. Which of the following is not one of the changes expected to impact salesforces today?

a. Salesforces will contain more elderly salespeople. b. Sales managers will face challenges associated with staffing an international salesforce. c. Sales managers will be involved with recruiting and selecting for team selling. d. Salesforces will be reduced as companies continue to search for ways to cut costs. e. Salesforces will contain a higher proportion of women.

ANS: D REF: pg. 129

2. In most sales organizations, ____ have the ultimate responsibility for recruiting and selection.

a. district sales managers b. regional sales managers c. sales managers with direct supervisory responsibility d. SBU managers e. vice presidents of sales

ANS: C REF: pg. 130

3. Potential problems associated with inadequate recruitment and selection include all of the following

except a. inadequate sales coverage and lack of customer follow up. b. higher turnover rates. c. difficulty in establishing enduring relationships with customers. d. increased training costs to overcome deficiencies. e. reduced capability to evaluate sales performance.

ANS: E REF: pg. 130

4. The most significant managerial problem that can arise from improper recruiting and selection of

salespeople is a. total salesforce performance is suboptimal. b. a higher turnover rate. c. inadequate sales coverage and lack of customer follow up. d. increased training costs to overcome deficiencies. e. difficulty in establishing good customer relationships.

ANS: A REF: pg. 130

5. Salesforce socialization refers to

a. the encouragement salespeople get to socialize with their colleagues after work hours. b. the process by which salespeople acquire the knowledge, skills, and values essential to

perform in their role as salespeople. c. the overall social values held by the firm about contemporary issues affecting the firm. d. the salesperson's education concerning the ways other salespeople handle role conflict and

role ambiguity. e. the process by which all new members of a firm's salesforce learn to coordinate their efforts

with those of other employees in an effective manner.

ANS: B REF: pg. 130

6. One suggested way of achieving realism and congruence in the recruiting and selection process is to a. ask the job candidate to participate in a stress interview. b. conduct extensive role playing during the interview process. c. offer a job preview through a field visit with a salesperson. d. use a multiple, sequential interview process. e. use the computer for matchmaking.

ANS: C REF: pg. 130

7. The first step of the recruitment and selection process for salespeople involves all of the following

activities except a. establishing job qualifications. b. setting recruiting and selection objectives. c. conducting a job analysis. d. locating prospective candidates. e. developing a recruiting and selection strategy.

ANS: D REF: pg. 132

8. The second step in the process of recruiting and selecting salespeople is

a. selection. b. prospecting. c. recruiting. d. planning. e. hiring.

ANS: C REF: pg. 132

9. All of the following are elements of the third and final step of the recruiting and selection process, except

a. background investigation. b. physical exam. c. screening resumes and job applications. d. locating prospective job candidates. e. testing.

ANS: D REF: pg. 132

10. The third step in the process of recruiting and selecting salespeople is

a. selection. b. prospecting. c. recruiting. d. planning. e. hiring.

ANS: A REF: pg. 132

11. The first step in the process of recruiting and selecting salespeople is

a. selection. b. prospecting. c. recruiting. d. planning. e. hiring.

ANS: D REF: pg. 132

12. __________ refers to the aptitude, skills, knowledge, personal traits, and willingness to accept occupational conditions necessary to perform the job.

a. Job analysis b. Job qualifications c. Job description d. Job title e. Congruence

ANS: B REF: pg. 133

13. A job analysis is

a. an investigation of the tasks, duties, and responsibilities of the job. b. an analysis of the amount of stress inherent in the job. c. a rating assigned to a particular job, indicating what grade and salary is appropriate. d. an investigation into the job history of the applicant to uncover any fraud or incompetence. e. a breakdown of the job into specific tasks, enumerating the times that each task is performed

during a certain time period.

ANS: A REF: pg. 133

14. Determining whether or not the job's selling tasks will include responsibilities for opening new accounts

as well as maintaining existing accounts is part of this step of the recruiting and selection process: a. determining job qualifications. b. writing the job description. c. setting objectives. d. conducting a job analysis. e. formulating strategies.

ANS: D REF: pg. 133

15. Common sales job qualifications address all of the following except

a. sales experience. b. ability to manage others. c. educational level. d. willingness to travel. e. willingness to relocate.

ANS: B REF: pg. 133

16. A written job description might include all of the following, except

a. job title. b. customer types. c. significant job related demands (e.g., mental stress). d. job related benefits (e.g., insurance, retirement). e. types of products to be sold.

ANS: D REF: pg. 134

17. Which of the following is not a general objective of recruitment and selection?

a. Determining present and future needs in terms of numbers and types of salespeople. b. Reducing the number of underqualified or overqualified candidates. c. Determining the accounts to which salespeople will be assigned. d. Evaluating the effectiveness of recruiting sources and evaluation techniques. e. Increasing the number of qualified applicants at a specified cost.

ANS: C REF: pg. 134

18. The __________ for salespeople is likely to contain the job title, duties, tasks and responsibilities of the

salesperson. a. job analysis b. job qualifications c. job description d. job title e. job outline

ANS: C REF: pg. 134

19. Which of the following is not an issue in recruiting and selection strategy formulation?

a. How the recruiting and selection will be done. b. How long will be allowed for the candidate to accept or reject an offer. c. Who is responsible for writing the job description. d. How efforts with intermediaries such as employment agencies and college placement

centers will be optimized. e. What the most likely sources for qualified applicants are.

ANS: C REF: pg. 134

20. Advantages of using expatriates to staff the international salesforce include all of the following except

a. provides training for promotion b. greater home-country control c. high product knowledge d. low turnover rates e. ability to provide good follow-up service

ANS: D REF: pg. 137

21. According to the text, which of the following is a disadvantage of using host-country nationals to staff

the international salesforce? a. They need extensive product training. b. They involve the highest maintenance costs. c. There is low promotion potential for salespeople. d. It is potentially difficult for salespeople to adapt to new environments. e. There is high turnover.

ANS: A REF: pg. 137

22. Employees, such as salespeople, are a good source of job referrals because

a. if they like someone they are probably going to be able to work effectively with them. b. they meet many other salespeople while making sales calls. c. most salespeople have a natural talent for recruiting and selection. d. they have a good understanding of the type of person sought for a sales position. e. they appreciate an opportunity to help a friend get a job.

ANS: D REF: pg. 137

23. According to the text, all of the following are methods for enhancing employee referral programs except

a. publicly recognizing successful referrals. b. making the referral process a mandatory part of one's job. c. regularly providing incentives and promptly rewarding successful referrals. d. offering a proactive program that encourages employee participation. e. providing feedback concerning the status of referrals to those making them.

ANS: B REF: pg. 137

24. Internal sources of sales recruits include all of the following except

a. announcing sales job openings through newsletters. b. use of a private employment agency. c. posting sales job openings on bulletin boards. d. announcing sales job openings in meetings. e. use of an employee referral program.

ANS: B REF: pg. 138

25. External sources of sales recruits include all of the following except

a. advertisements. b. private employment agencies. c. colleges and universities. d. company newsletters. e. professional societies.

ANS: D REF: pg. 138

26. This external source of sales recruits generally requires extensive screening procedures to identify a

reasonable number of prospective candidates: a. career fairs. b. advertising in special publications. c. college/university placement offices. d. professional societies. e. newspaper advertising.

ANS: E REF: pg. 138

27. Which of the following is not an advantage of recruiting online?

a. potential for fast turnaround b. potential cost savings relative to newspaper c. many job seekers use the Internet d. it reaches all demographics on an equally proportional basis e. all of the above are advantages of recruiting online

ANS: D REF: pg. 139

28. The fee charged by a private employment agency is typically

a. 50 percent of the first year earnings of the person hired. b. 100 percent of the first month earnings of the person hired. c. 5 to 10 percent of the first year earnings of the person hired. d. 15 to 20 percent of the first year earnings of the person hired. e. 20 to 30 percent of the first year earnings of the person hired.

ANS: D REF: pg. 139

29. The primary reason why sales executives join professional organizations is

a. to meet potential customers and obtain referrals. b. to obtain information about their competitors. c. to facilitate consumer awareness of their product. d. to establish a network of colleagues who have common interests. e. because most employers require some degree of involvement in community organizations.

ANS: D REF: pg. 140

30. Which of the following is not an advantage of a company specific job application form?

a. By studying the handwriting of the various applicants, managers can observe the attention to detail and neatness of the applicant.

b. Personal information, such as age and marital status that applicants have not included in their resumes can be requested.

c. The comparison of multiple candidates is facilitated since the information on each is presented in the same sequence.

d. The form can be designed to gather all pertinent information and exclude unnecessary information.

e. The form can be designed to meet antidiscriminatory legal requirements.

ANS: B REF: pg. 141

31. During the initial interview, sales managers should not:

a. forget to emphasize the earnings potential of the job. b. oversell the job to candidates. c. let the candidate dominate the conversation. d. forget to emphasize job advancement opportunities. e. ask open ended questions.

ANS: B REF: pg. 142

32. The ____ is usually designed to get an in-depth look at the candidate.

a. intensive interview b. resume review c. job application d. letter of reference e. selection test

ANS: A REF: pg. 142

33. The most often encountered form of intensive interviewing is the

a. multiple, sequential method. b. group interview of a single job candidate. c. group interview of several job candidates. d. stress interview. e. assessment center.

ANS: A REF: pg. 142

34. When different interviewers rate the same applicant differently, this is an example of

a. multiple personalities. b. applicant misrepresentation. c. interviewer bias. d. incompetent interviewers. e. assessment incongruence.

ANS: C REF: pg. 142

35. Asking candidates to tell you about their strengths and weaknesses will provide information about their

a. social skills. b. insight. c. motivation. d. stability.

e. initiative.

ANS: B REF: pg. 144

36. To improve the usefulness of tests as selection tools, sales managers should follow this suggestion:

a. Sales managers should construct the tests since they have the most in-depth understanding about the position.

b. Sales managers should utilize tests that are based on a compilation of several sales jobs so that it is not too narrow in its focus.

c. Sales managers should base the hiring decision on the test results. d. Sales managers should select tests that allow the applicant to anticipate the desired

responses. e. Sales managers should, in psychological testing, adhere to the standards of the American

Psychological Association.

ANS: E REF: pg. 146

37. Which of the following is not a recommended suggestion for improving the usefulness of tests to sales

managers as selection tools? a. Sales managers should construct tests for the purpose of selecting salespeople. b. If psychological tests are used, the standards of the American Psychological Association

should be met. c. Utilize tests that have been based on a job analysis for the particular job in question. d. Select a test that minimizes the applicant's ability to anticipate desired responses. e. Do not base the hiring decision solely on test results.

ANS: A REF: pg. 146

38. A company that asks candidates to engage in group discussions, business game simulations,

presentations, and role play exercises, so that members of management may evaluate their performance capabilities is probably using this method of selection:

a. selection testing. b. stress interview. c. assessment center. d. group interviewing. e. evaluation center.

ANS: C REF: pg. 147

39. A background investigation is generally performed

a. after the initial interview. b. before the intensive interview. c. after the intensive interview. d. after resume screening, but before any interviewing. e. after the job has been accepted by the candidate.

ANS: C REF: pg. 147

40. Which of the following is not recommended as a technique for getting valid information in a background

check? a. identify a individual’s worst job. b. obtain a numerical scale reference rating. c. check for idiosyncrasies. d. check financial and personal habits. e. use the critical incident technique.

ANS: A REF: pg. 147

41. Which of the following statements is true regarding the market bonus?

a. Firms offering a market bonus receive twice as many applicants for job openings. b. Bonuses offered for relocation are not necessary, especially since there seems to be a current

sentiment for a more mobile lifestyle. c. Experienced salespeople will not accept a job offer unless they receive a market bonus. d. The market bonus is most effective when hiring college graduates straight off the campus. e. Using the market bonus could be a reasonable alternative if the supply-demand imbalance is

thought to be temporary.

ANS: E REF: pg. 149

42. The purpose of the Fair Employment Opportunity Act of 1972 was to

a. prohibit discrimination based on age, race, color, religion, sex, or national origin. b. require that men and women be paid the same amount for performing similar job duties. c. require firms to hire and promote handicapped persons if the firm employs 50 or more

employees. d. prohibit discrimination against people of ages 40 to 70. e. found the Equal Employment Opportunity Commission to ensure compliance with the Civil

Rights Act.

ANS: E REF: pg. 150

43. The purpose of the Civil Rights Act of 1964 was to

a. prohibit discrimination based on age, race, color, religion, sex, or national origin. b. require that men and women be paid the same amount for performing similar job duties. c. require firms to hire and promote handicapped persons if the firm employs 50 or more

employees. d. prohibit discrimination against people of ages 40 to 70. e. found the Equal Employment Opportunity Commission to ensure compliance with the Civil

Rights Act.

ANS: A REF: pg. 150

44. The fifth and fourteenth amendments to the U.S. constitution

a. prohibit discrimination based on age, race, color, religion, sex, or national origin. b. require that men and women be paid the same amount for performing similar job duties. c. require firms to hire and promote handicapped persons if the firm employs 50 or more

employees. d. prohibit discrimination against people of ages 40 to 70. e. provide equal protection standards to prevent irrational or unreasonable selection methods.

ANS: E REF: pg. 150

45. All of the following topics are open to charges of discrimination except

a. age or date of birth. b. previous job experience. c. marital status. d. person to notify in case of an emergency. e. type of military discharge.

ANS: B REF: pg. 151

46. Which of the following statements regarding the stress interview is false?

a. It is designed to put job candidates under extreme, unexpected psychological duress for the purpose of seeing how they will react.

b. It may create an unfavorable image of the company. c. It may alienate some of the better candidates. d. It appears to be a risky and ethically questionable approach. e. It may be a form of discrimination in some cases, in which its use would make it illegal.

ANS: E REF: pg. 152

TRUE/FALSE

1. Salesforces today are likely to contain a higher proportion of minorities.

ANS: T REF: pg. 129

2. One potential problem associated with inadequate recruiting and selection is higher turnover rates.

ANS: T REF: pg. 130

3. Replacing an employee can cost up to 150 percent of that worker’s annual salary.

ANS: T REF: pg. 130

4. Salesforce socialization begins when the sales recruit is hired by the firm and extends for as long as one

year.

ANS: F REF: pg. 130

5. Job satisfaction and performance are related to the realism and congruence achieved during the

recruiting and selection process.

ANS: T REF: pg. 131

6. Motorola, Inc. uses role playing during its recruiting efforts on college campuses to achieve realism and

congruence in its recruiting efforts.

ANS: F REF: pg. 132

7. A job analysis is a written summary of the job.

ANS: F REF: pg. 133

8. A job analysis defines the expected behavior of salespeople.

ANS: T REF: pg. 133

9. Sales managers generally have no input into the job analysis.

ANS: F REF: pg. 133

10. One common sales job qualification is the ability to work well under close supervision.

ANS: F REF: pg. 133

11. A job description can be used to clarify duties and thereby reduce role ambiguity.

ANS: T REF: pg. 134

12. A job description may be used to aid in evaluating performance.

ANS: T REF: pg 134

13. One general recruitment and selection objective might be to reduce the number of underqualified or

overqualified applicants.

ANS: T REF: pg. 134

14. By setting specific objectives for recruiting and selection, sales managers can channel resources into

priority areas and improve organizational and salesforce effectiveness.

ANS: T REF: pg. 134

15. Job recruitment and selection is a perpetual activity in some sales organizations, while others become

involved only when a vacancy occurs.

ANS: T REF: pg. 135

16. An advantage of using host-country nationals to staff the international salesforce is that they are

relatively inexpensive to hire.

ANS: T REF: pg. 137

17. An advantage of hiring expatriates when developing an international salesforce is their significant

market knowledge.

ANS: F REF: pg. 137

18. An advantage of hiring expatriates when developing an international salesforce is greater home country

control.

ANS: T REF: pg. 137

19. According to the text, one study found that applicants who are referred by current employees are less

likely to receive job offers and become employees than those recruited by other sources.

ANS: F REF: pg 137

20. Using a box number in a newspaper advertisement allows you to screen unwanted applicants.

ANS: T REF: pg. 138

21. Classified ads in the business pages should be used when recruiting for sales management and top selling

posts.

ANS: F REF: pg. 138

22. Strictly relying on online sources to recruit may result in violating anti-discrimination laws.

ANS: T REF: pg 139

23. One benefit of recruiting online is that it reaches all demographics on an equally proportional basis.

ANS: F REF: pg. 139

24. Employment agencies such as findasalesagent.com specialize in the placement of salespeople.

ANS: T REF: pg. 139

25. A college campus recruiting method that is gaining in popularity is the sales internship.

ANS: T REF: pg. 139

26. Several employers are brought together in one location for recruiting purposes by career fairs.

ANS: T REF: pg. 140

27. Resume search services match qualified candidates with firms.

ANS: T REF: pg. 140

28. Sales recruits are often first screened on the basis of a review of a resume or a job application.

ANS: T REF: pg. 141

29. New software makes it possible to screen resumes electronically.

ANS: T REF: pg. 141

30. Screening software is useful for eliminating groups of people from various protected categories.

ANS: F REF: pg. 141

31. In the initial interview, sales managers should be sure to get the candidates interested by over selling

them on the job.

ANS: F REF: pg. 142

32. Different interviewers will rate the same applicant differently unless there is a commonly accepted

stereotype of the ideal applicant.

ANS: T REF: pg. 142

33. Selection tests today are a valid and proven method of accurately predicting future job performance.

ANS: F REF: pg. 146

34. When selection tests are used, the hiring decision should be based solely on the test results.

ANS: F REF: pg. 146

35. The members of a firm's assessment center are generally outside directors who perform this service for a

fee.

ANS: F REF: pg. 147

36. The assessment center provides an efficient, low cost means for evaluating job candidates.

ANS: F REF: pg. 147

37. References need not be checked because as one sales manager puts it, "Even the losers have three good

references so I don't bother checking them."

ANS: F REF: pg. 147

38. A company can test for drug use if the applicant is informed of the test prior to taking it, if the results are

kept confidential, and drug testing is reasonably related to potential job functions.

ANS: T REF: pg. 147

39. When conducting a background check it is good advice to be wary of first-party references.

ANS: T REF: pg. 148

40. The radial search for referrals is a method of reference checking that requires getting additional

references from the second-party references.

ANS: F REF: pg 148

41. Some candidates may be "put on hold" until the top candidates have made their decisions about

accepting the position.

ANS: T REF: pg. 149

42. The specific reason for not hiring a candidate must be given, if requested.

ANS: F REF: pg. 149

43. A market bonus is a one time payment to highly qualified salespeople that recognizes an existing

imbalance in supply and demand in a given labor market.

ANS: T REF: pg. 149

44. The Civil Rights Act of 1991 prohibits discrimination against people of ages 40 to 70.

ANS: F REF: pg. 150

45. The Equal Pay Act (1963) requires that men and women are paid the same amount for performing

similar job duties.

ANS: T REF: pg. 150

46. Although questions related to age, height, and weight should not be asked on a job application, it is perfectly acceptable to request information related to a military discharge and which holidays are observed by candidates.

ANS: F REF: pg. 151

47. Earnings potential of a job should be stated in terms of what the top producer earns in order to give

applicants a feasible figure for which to shoot.

ANS: F REF: pg. 152

48. Misrepresenting the job may lead to later problems from those recruited under false pretenses.

ANS: T REF: pg. 152

49. Demanding an impromptu sales presentation for a convenient item such as an ashtray seems reasonable

to a professional salesperson that is accustomed to having to make unplanned presentations.

ANS: F REF: pg. 152

50. Sales managers that use stress interviewing justify its use, saying that salespeople must be able to think

on their feet and react quickly to unanticipated questions from customers.

ANS: T REF: pg. 152

51. The stress interview may paint an unfavorable image of the company.

ANS: T REF: pg. 152