Module 8: Sales Training

Question 1

training

Answer 1

The act of increasing the knowledge and skill of an employee for doing a particular job

Question 2

Sales effectiveness

Answer 2

The ability of a sales force to close deals on the best terms for the company

Question 3

professional development

Answer 3

Process of improving and increasing capabilities of staff through access to education and training opportunities

Question 4

Organizational assessment

Answer 4

An assessment that determines the skills, knowledge, and abilities a company needs to meet its strategic objectives

Question 5

Occupational (task) assessment

Answer 5

An assessment that looks at the specific tasks, skills, knowledge, and abilities required to do jobs within the organization

Question 6

Individual assessment

Question 7

Individual assessment

Answer 7

An assessment that looks at the performance of an individual employee and determines the training for that individual

Question 8

learning objectives

Answer 8

A specific result set for the learner to be able to do, explain, or demonstrate at the end of the training period

Question 9

On-the-job training

Answer 9

A type of training that takes place in a normal working situation

Question 10

Off-the-job training

Answer 10

A type of training that takes place away from normal work situations

Question 11

Observations

Answer 11

The work behavior of the trainees is observed before, during, and after the training. The trained observer observes and records the behavior of the trainees. The evaluation would consider communication and speaking, presentation skills, time management and productivity, customer service, negotiation, creativity, and critical thinking (for example, a salesperson giving a product demonstration after product training).

Question 12

Questionnaire

Answer 12

A questionnaire consists of some questions in the form of multiple choices or rating scales that would be given to both the trainer and learner. In some cases, this would also be given to the supervisors in order to evaluate the effectiveness of training regarding the learner.

Question 13

Interview

Answer 13

Interviews can either be structured or unstructured. Structured interviews consist of predetermined questions, whereas unstructured questions start with basic questions and would go on depending on the interviewer in response of the learner. Though interviews can be time consuming, it gives the exact mind map of what the learner thinks. At times interviews can also be done in groups of 5 to 12 people to obtain qualitative information.

Question 14

Two types of Evaluations

Answer 14

Formative and summative

Question 15

Formative evaluations

Answer 15

Formative evaluations involve the training program that is being evaluated. It looks at whether the training program served its purpose and finds ways to improve it, even though it may have been effective.

Question 16

Summative evaluations

Answer 16

Summative evaluations discover which participants achieved the learning objectives. This evaluation helps determine which participants need further training and whether or not the training program needs further improvement. For example, sales managers can determine whether training participants have achieved the learning objectives by shadowing sales calls and observing interactions with customers.

Question 17

The Kirkpatrick model

Answer 17

The Kirkpatrick model is one of the methods used to measure training effectiveness. This method is widely accepted and followed by many organizations.

Question 18

Kirkpatrick’s Training Evaluation Model consists of four levels as follows:

Answer 18

1. Reaction—How did the participants react to the training program?
2. Learning—To what extent did participants improve knowledge and skills?
3. Behavior—Did behavior change as a result of the training?
4. Results—What benefits to the organization resulted from the training?

Question 19

Return on investment (ROI) methodology: composed of 5 key elements

Answer 19

Level 1: Reaction and planned action
Level 2: Learning
Level 3: Application and implementation
Level 4: Business impact
Level 5: Return on investment

Question 20

The organizational socialization model

Answer 20

It is the process of moving the employee through the adjustment stage to the desired outcome. It has five components.

Question 21

The five components to the organizational socialization model

Answer 21

1. New employee characteristics
2. New employee tactics
3. Organizational efforts
4. Adjustment
5. Outcomes

Question 22

Organizational Socialization Model

Answer 22

Question 23

goals of an orientation

Answer 23

Reduce start-up costs
Reduce anxiety
Reduce employee turnover
Save time for the supervisor and coworkers
Set expectations and attitudes

Question 24

mentors

Answer 24

A trusted, experienced advisor who has direct investment in the development of an employee

Question 25

Career Development Planning Process

Answer 25

Question 26

Product training

Answer 26

This training focuses on educating the sales force on the features and benefits of the product being offered

Question 27

Industry training

Answer 27

This is sales force training related to a specific industry

Question 28

Technical or technology training

Answer 28

A type of training meant to teach the new employee the technological aspects of the job

Question 29

point-of-sale (POS) system

Answer 29

A system that enables the business transaction between the client and the company to be completed

Question 30

Team training

Answer 30

A type of training to develop cohesiveness among team members, allowing them to get to know each other and facilitate relationship building

Question 31

Selling skills training

Answer 31

A type of training focused on the proficiencies needed to actually perform the sales job

Question 32

Power (soft) skills training

Answer 32

A training type that develops personality traits, social etiquette, communication, and personal behaviors that are used to form relationships with other people

Question 33

Professional training

Answer 33

A type of training required to be up to date in one’s own professional field

Question 34

legal training

Answer 34

A type of training required to be up to date with legal requirements

Question 35

On-the-Job coaching training delivery

Answer 35

A training delivery that utilizes an approved person training an employee on the skills necessary to complete tasks

Question 36

Mentoring and coaching training delivery

Answer 36

A training delivery that utilizes an approved person training an employee on the skills necessary to complete tasks

Question 37

Web-based training delivery

Answer 37

A training delivery which involves the use of technology to facilitate training

Question 38

synchronous learning

Answer 38

Instructor-led learning

Question 39

Asynchronous learning

Answer 39

Self-directed learning with no instructor

Question 40

programmed instruction

Answer 40

An online, self-paced, and highly structured training method that presents trainees with concepts and problems using a modular format

Question 41

learning management systems (LMS)

Answer 41

A software application for the administration, documentation, tracking, reporting, and delivery of educational courses, training programs, or learning and development programs

Question 42

Brown bag lunch training delivery

Answer 42

A training delivery meant to create an informal atmosphere in which the training occurs during lunchtime, employees bring their food, and someone presents training information to them

Question 43

Job shadowing training delivery

Answer 43

A training delivery method that places an employee who already has the skills with another employee who wants to develop those skills

Question 44

In-class training delivery

Answer 44

A method for training performed in conference rooms, lecture rooms, and classrooms

Question 45

just-in-time learning approach

Answer 45

Learning or training approach where learning is available on-demand and can be accessed when the learner needs it