Sales Management-Unit 5 Latest Premium
Exam Questions and Answers with Verified
Solutions | Latest Updated 2026
Role perceptions Beliefs about one's job and job
expectations
can be influenced by formal documents
(i.e.,
official job description), by training and
education
(i.e., the course you are taking now), and
by
interactions and communications with
other
people, including customers and
colleagues
boundary spanners An individual who has the role of
connecting an
organization's internal network with
external
sources of information
role perception, job aptitude, skill job performance.
level, and motivation all
influence....
,Top 5 Personal Traits of Assertiveness
Salespeople Self-awareness
Empathy
Problem-solving
Optimism
Assertiveness Involves pursuing a desired outcome or
standing
by an opinion while considering and
respecting the
desired results and views of others. It
permits the
salesperson to advance a sales interaction
without
insulting or frustrating the customer.
Self-awareness Conscious knowledge of one's own
character,
feelings, motives, and desires. Identifying
personal
emotions and biases can help the
salesperson
relate to the customer in a way that builds
trust and
solid relationships.
,Empathy The ability to understand and share the
feelings of
another. This gives the salesperson the
ability to
adapt his or her behavior according to the
customer's attitude, because the
salesperson can
perceive a situation from the customer's
point of
view.
Problem-solving The process of finding solutions to difficult
or
complex issues. This ability helps the
customer
perceive that the salesperson is interested
in
delivering value by providing a solution
that
benefits the customer.
Optimism A mental attitude reflecting a belief that
outcomes,
in general, will be positive. This helps the
salesperson stay balanced, positive, and
focused
on the next step, even when things go
wrong.
, There are three steps by which (1) role partners (or stakeholders)
perceptions influence salesperson communicate
behavior: their expectations,
(2) the salesperson develops perceptions,
and (3)
these perceptions drive salesperson
behavior.
Salesperson behaviors drive performance
and
therefore are essential for managing sales
and
sales teams.
External stakeholders Entities not within a business itself but who
care
about or are affected by its performance
(e.g.,
consumers, regulators, investors,
suppliers)
Internal stakeholders Entities within a business (e.g.,
employees,
managers, the board of directors,
investors)
Role stress occurs when salespeople experience role conflict
or role
ambiguity.
Role conflict exists when a salesperson perceives that
the
expectations of others for his or her role
performance are incompatible.
Exam Questions and Answers with Verified
Solutions | Latest Updated 2026
Role perceptions Beliefs about one's job and job
expectations
can be influenced by formal documents
(i.e.,
official job description), by training and
education
(i.e., the course you are taking now), and
by
interactions and communications with
other
people, including customers and
colleagues
boundary spanners An individual who has the role of
connecting an
organization's internal network with
external
sources of information
role perception, job aptitude, skill job performance.
level, and motivation all
influence....
,Top 5 Personal Traits of Assertiveness
Salespeople Self-awareness
Empathy
Problem-solving
Optimism
Assertiveness Involves pursuing a desired outcome or
standing
by an opinion while considering and
respecting the
desired results and views of others. It
permits the
salesperson to advance a sales interaction
without
insulting or frustrating the customer.
Self-awareness Conscious knowledge of one's own
character,
feelings, motives, and desires. Identifying
personal
emotions and biases can help the
salesperson
relate to the customer in a way that builds
trust and
solid relationships.
,Empathy The ability to understand and share the
feelings of
another. This gives the salesperson the
ability to
adapt his or her behavior according to the
customer's attitude, because the
salesperson can
perceive a situation from the customer's
point of
view.
Problem-solving The process of finding solutions to difficult
or
complex issues. This ability helps the
customer
perceive that the salesperson is interested
in
delivering value by providing a solution
that
benefits the customer.
Optimism A mental attitude reflecting a belief that
outcomes,
in general, will be positive. This helps the
salesperson stay balanced, positive, and
focused
on the next step, even when things go
wrong.
, There are three steps by which (1) role partners (or stakeholders)
perceptions influence salesperson communicate
behavior: their expectations,
(2) the salesperson develops perceptions,
and (3)
these perceptions drive salesperson
behavior.
Salesperson behaviors drive performance
and
therefore are essential for managing sales
and
sales teams.
External stakeholders Entities not within a business itself but who
care
about or are affected by its performance
(e.g.,
consumers, regulators, investors,
suppliers)
Internal stakeholders Entities within a business (e.g.,
employees,
managers, the board of directors,
investors)
Role stress occurs when salespeople experience role conflict
or role
ambiguity.
Role conflict exists when a salesperson perceives that
the
expectations of others for his or her role
performance are incompatible.
