SALES MANAGEMENT D099 ACTUAL STUDY GUIDE
QUESTIONS AND ANSWERS SET A+
✔✔An individual who has the role of connecting an organization's internal network with
external sources of information - ✔✔Boundary spanners
✔✔A employee's ability to perform in a particular role - ✔✔Job aptitude
✔✔Entities within a business (e.g., employees, managers, the board of directors,
investors) - ✔✔Internal stakeholders
✔✔Entities not within a business itself but who care about or are affected by its
performance (e.g., consumers, regulators, investors, suppliers) - ✔✔External
stakeholders
✔✔A situation where people are unclear or uncertain about their role expectation -
✔✔Role ambiguity
✔✔A situation where there are incompatible demands placed upon a person relating to
his or her job or position - ✔✔Role conflict
✔✔A mistaken perception of role expectations - ✔✔Role inaccuracy
✔✔The pressures experienced by people because of their role (job) in the organization
- ✔✔Role stress
✔✔An organizational structure that combines people from different functional areas of
the organization - ✔✔Matrix structure
✔✔The level of contentment a person feels regarding his or her job - ✔✔Job
satisfaction
,✔✔A person's emotional feeling about the job as a whole - ✔✔Affective job satisfaction
✔✔How satisfied employees feel concerning some aspect of their job, such as pay,
hours, or benefits - ✔✔Cognitive job satisfaction
✔✔Role partners (or stakeholders) communicate their expectations, the salesperson
develops perceptions, and these perceptions drive salesperson behavior - ✔✔Three
steps by which perceptions influence salesperson behavior
✔✔Sales territories - ✔✔A geographical area or type of customers assigned to a sales
unit such as salesperson, sales team, or sales manager
✔✔Product structure - ✔✔An organizational structure based on the goods or services
produced or sold by the organizational unit
✔✔Customer structure - ✔✔An organizational structure based on the primary type of
customer served by the organizational unit
✔✔Geography structure - ✔✔An organizational structure based on the geographic
segmentation of organizational units
✔✔Personal - ✔✔Personal or individual factors such as gender, age, income level or
social class, ethnicity, sexual orientation, lifestyle, religious beliefs, and culture can
substantially influence a person's perceptions and therefore determine his or her
experience and involvement with a product or brand
✔✔Object - ✔✔The degree of information that a consumer has about a product,
including how well he or she can distinguish its characteristics, can also affect his or her
experience, involvement, and satisfaction
✔✔Situational - ✔✔Products that can easily conform to and enrich a consumer's
lifestyle tend to be consumed with more frequency and involvement
✔✔Social - ✔✔A consumer's social network has a strong influence on the products he
or she uses, as individuals tend to rely on the opinions and advice of friends and family
✔✔Disadvantages for adopting a matrix structure - ✔✔Power struggles, confusion
among team members, and lack of cohesiveness
✔✔Advantages for adopting a matrix structure - ✔✔Improved teamwork, more efficient
use of resources, greater flexibility, better ability to balance conflicting objectives, higher
performance, and more opportunities for personal and professional development
, ✔✔Job analysis - ✔✔The process of collecting information about the activities, tasks,
and responsibilities of each job in the organization
✔✔Job specification - ✔✔A written statement of the attributes, skills, knowledge, and
experience that a person must have to perform a particular job
✔✔KSAs - ✔✔Stands for knowledge, skills, and abilities. It is most often used to define
the requirements of a job opening and compare candidates when making a final
selection
✔✔Job design - ✔✔The modification of job duties and tasks to be more effective
✔✔Essential guidelines to follow for creating an effective job description - ✔✔Identify
the main duties and responsibilities of the sales role, be specific about the qualifications,
skills, and experience required, and date the document
✔✔Disparate impact - ✔✔Unintended discrimination against a protected group as a
whole through the use of a particular requirement
✔✔Disparate treatment - ✔✔Treatment of an individual that is less favorable than
treatment of others for discriminatory reasons (such as race, religion, national origin,
sex, or disability)
✔✔Civil Rights Act - ✔✔Prohibits unlawful discrimination
✔✔Lilly Ledbetter Fair Pay Act of 2009 - ✔✔Gives victims the right to file a complaint
within 180 days of their last discriminatory paycheck
✔✔Equal Pay Act - ✔✔Seeks to eliminate the wage gap between women and men by
prohibiting pay discriminatio
✔✔The Age Discrimination in Employment Act (ADEA) - ✔✔Prohibits age discrimination
against employees who are at least 40 years of age
✔✔Pregnancy Discrimination Act - ✔✔Made it illegal to discriminate on the basis of
pregnancy, childbirth, or related medical condition
✔✔Americans with Disabilities Act (ADA) - ✔✔Prohibits unlawful discrimination against
qualified disabled workers
✔✔Occupational Safety and Health Act (OSHA) - ✔✔Requires certain workplace safety
and health standards
QUESTIONS AND ANSWERS SET A+
✔✔An individual who has the role of connecting an organization's internal network with
external sources of information - ✔✔Boundary spanners
✔✔A employee's ability to perform in a particular role - ✔✔Job aptitude
✔✔Entities within a business (e.g., employees, managers, the board of directors,
investors) - ✔✔Internal stakeholders
✔✔Entities not within a business itself but who care about or are affected by its
performance (e.g., consumers, regulators, investors, suppliers) - ✔✔External
stakeholders
✔✔A situation where people are unclear or uncertain about their role expectation -
✔✔Role ambiguity
✔✔A situation where there are incompatible demands placed upon a person relating to
his or her job or position - ✔✔Role conflict
✔✔A mistaken perception of role expectations - ✔✔Role inaccuracy
✔✔The pressures experienced by people because of their role (job) in the organization
- ✔✔Role stress
✔✔An organizational structure that combines people from different functional areas of
the organization - ✔✔Matrix structure
✔✔The level of contentment a person feels regarding his or her job - ✔✔Job
satisfaction
,✔✔A person's emotional feeling about the job as a whole - ✔✔Affective job satisfaction
✔✔How satisfied employees feel concerning some aspect of their job, such as pay,
hours, or benefits - ✔✔Cognitive job satisfaction
✔✔Role partners (or stakeholders) communicate their expectations, the salesperson
develops perceptions, and these perceptions drive salesperson behavior - ✔✔Three
steps by which perceptions influence salesperson behavior
✔✔Sales territories - ✔✔A geographical area or type of customers assigned to a sales
unit such as salesperson, sales team, or sales manager
✔✔Product structure - ✔✔An organizational structure based on the goods or services
produced or sold by the organizational unit
✔✔Customer structure - ✔✔An organizational structure based on the primary type of
customer served by the organizational unit
✔✔Geography structure - ✔✔An organizational structure based on the geographic
segmentation of organizational units
✔✔Personal - ✔✔Personal or individual factors such as gender, age, income level or
social class, ethnicity, sexual orientation, lifestyle, religious beliefs, and culture can
substantially influence a person's perceptions and therefore determine his or her
experience and involvement with a product or brand
✔✔Object - ✔✔The degree of information that a consumer has about a product,
including how well he or she can distinguish its characteristics, can also affect his or her
experience, involvement, and satisfaction
✔✔Situational - ✔✔Products that can easily conform to and enrich a consumer's
lifestyle tend to be consumed with more frequency and involvement
✔✔Social - ✔✔A consumer's social network has a strong influence on the products he
or she uses, as individuals tend to rely on the opinions and advice of friends and family
✔✔Disadvantages for adopting a matrix structure - ✔✔Power struggles, confusion
among team members, and lack of cohesiveness
✔✔Advantages for adopting a matrix structure - ✔✔Improved teamwork, more efficient
use of resources, greater flexibility, better ability to balance conflicting objectives, higher
performance, and more opportunities for personal and professional development
, ✔✔Job analysis - ✔✔The process of collecting information about the activities, tasks,
and responsibilities of each job in the organization
✔✔Job specification - ✔✔A written statement of the attributes, skills, knowledge, and
experience that a person must have to perform a particular job
✔✔KSAs - ✔✔Stands for knowledge, skills, and abilities. It is most often used to define
the requirements of a job opening and compare candidates when making a final
selection
✔✔Job design - ✔✔The modification of job duties and tasks to be more effective
✔✔Essential guidelines to follow for creating an effective job description - ✔✔Identify
the main duties and responsibilities of the sales role, be specific about the qualifications,
skills, and experience required, and date the document
✔✔Disparate impact - ✔✔Unintended discrimination against a protected group as a
whole through the use of a particular requirement
✔✔Disparate treatment - ✔✔Treatment of an individual that is less favorable than
treatment of others for discriminatory reasons (such as race, religion, national origin,
sex, or disability)
✔✔Civil Rights Act - ✔✔Prohibits unlawful discrimination
✔✔Lilly Ledbetter Fair Pay Act of 2009 - ✔✔Gives victims the right to file a complaint
within 180 days of their last discriminatory paycheck
✔✔Equal Pay Act - ✔✔Seeks to eliminate the wage gap between women and men by
prohibiting pay discriminatio
✔✔The Age Discrimination in Employment Act (ADEA) - ✔✔Prohibits age discrimination
against employees who are at least 40 years of age
✔✔Pregnancy Discrimination Act - ✔✔Made it illegal to discriminate on the basis of
pregnancy, childbirth, or related medical condition
✔✔Americans with Disabilities Act (ADA) - ✔✔Prohibits unlawful discrimination against
qualified disabled workers
✔✔Occupational Safety and Health Act (OSHA) - ✔✔Requires certain workplace safety
and health standards
