Questions and Answers of Management And Leadership

3. What are the limitations of this evaluation system? What adjustments or additions could Epstein make to more accurately evaluate salesperson pertormance?West Midlands Restaurant Appliances (WMRA),
2. What advice or guidance should Epstein give to each of the salespeople to improve performance?West Midlands Restaurant Appliances (WMRA), headquartered in Birmingham, UK, sells large, industrial
1. Using the data given, calculate the performance ratios requested by Epstein and rank the salespeople accordingly.West Midlands Restaurant Appliances (WMRA), headquartered in Birmingham, UK, sells
Harvey Insurance Agency sells an extensive line of policies, representing several major insurance companies. Principal agent Bill Harvey started the business in 1993 with one office assistant, and
2. Mike has asked you to come in and explain the strengths and weaknesses of objective versus subjective measures for territory management and relationships with customers.What would you say?Mike
1. You are Mike Hunt. How would you measure a salesperson’s territory management Skills and his or her relationship with the customer? Mike Hunt had been in sales for 20 years, and, as sales
3. Based on your analysis, what recommendation(s) can you give to Mr. Takamatsu to return his company to profitability?Takamatsu Sports is a Japanese sporting goods company based in Osaka, Japan,
2. Who is the most profitable sales representative? The least? Are Mr. Takamatsu’s concerns about Ms. Ota’s performance valid?Takamatsu Sports is a Japanese sporting goods company based in Osaka,
1. Develop a profitability analysis by salesperson based on the model of Exhibit 12.12 in the textbook.Takamatsu Sports is a Japanese sporting goods company based in Osaka, Japan, that manufactures
Levita Wampley assumed the position of vice president of sales for the CanDo Coffee Service seven months ago. Before joining CanDo, Levita served for 12 years in various selling and sales management
3. If you were Grace Hart, what questions would you ask Barry Jefferson about implementing a cost analysis plan? Barry Jefferson could not understand why he was having a problem getting the
2. What information would you need to know in order to estimate the cost of making a sales call at the company? Barry Jefferson could not understand why he was having a problem getting the
You are Barry Jefferson. What do you think would be important to discuss in a meeting with Grace Hart about the sales costs at Digital Dimension? Barry Jefferson could not understand why he was
3. Given the preceding facts, recommend to Francesco a combination compensation plan that would best suit his situation. What other compensation devices might you use in addition to bonus, salary,
2. What were the advantages and disadvantages of Francesco's straight salary compensation plan? What were the advantages and disadvantages of his straight commission plan? Francesco Rizzo established
1. Did Francesco and Luca do a good job of assessing the situation with respect to the compensation plan? What other information would you like to have that is not given? Francesco Rizzo established
“Lordy, lordy, Big Jim’s forty” the e-mail birthday card screamed out from the monitor on the computer stand in his office in the Buckhead district of Atlanta. Well, Cannonball Express VP of
3. You are Danielle. What would you do about the compensation system at Dynamic Printing and why? Danielle Drexel was getting ready to make some important decisions for her company, Dynamic Printing.
2. As a salesperson, what do you think is a fair solution to the compensation problem? Danielle Drexel was getting ready to make some important decisions for her company, Dynamic Printing. She had
1. As a CSR, what do you think is a fair solution to the compensation problem? Danielle Drexel was getting ready to make some important decisions for her company, Dynamic Printing. She had started
7. Things are tough at Morgan, Inc. For the last several months, sales reps, who are paid on a commission basis, have barely covered their monthly personal expenses. To help the sales force through
4. What changes would you recommend to help Aero division better satisfy the needs of new personnel versus experienced ones? Why? Fletcher Ball Bearings, based in Lewiston, Maine, is one of the
3. What training methods or trainers other than classroom instruction by internal trainers might Chase consider using to improve the training? Why? Fletcher Ball Bearings, based in Lewiston, Maine,
2. What additional topics should the training cover? Fletcher Ball Bearings, based in Lewiston, Maine, is one of the world’s leading manufacturers of precision bearings and bearing products.
1. What should Chase have said to the senior board to have received a higher training budget? How can Fletcher measure the benefits of a training program to justify its costs? Fletcher Ball Bearings,
This situation is a continuation of that presented in the Chapters 8 and 9 role-plays. Go back and read those and your notes from them to refamiliarize yourself with the scenario.It is now six months
3. You are Susan Jamison. What would you choose to do in this situation and why? As Susan Jamison, director of sales training at O&F Products, a world leader in consumer packaged products based in
2. Do you think you can really train sales ethics? As Susan Jamison, director of sales training at O&F Products, a world leader in consumer packaged products based in Munich Germany, leaned back in
1. What are the benefits and limitations of focusing on only product knowledge in training?As Susan Jamison, director of sales training at O&F Products, a world leader in consumer packaged products
3. Besides those recommended by Shirley, what other source(s) of applicants might Digital Age use for recruiting new salespeople? Why? Digital Age Games is a video game publisher that took gaming to
2. Evaluate the job description. Is there anything you would have added, deleted, or changed? Digital Age Games is a video game publisher that took gaming to a new level in the early 1990s with its
1. From the facts given, did Shirley do a proper job analysis? What else could she have done to evaluate the current positions? Explain. Digital Age Games is a video game publisher that took gaming
This situation is a continuation of the situation presented in the Chapter 8 role-play. Go back and read that role-play and your notes from it to refamiliarize yourself with the scenario.Now that
3. Design a program that would enable you to incorporate both the Internet and personal interviews in the recruiting process. Ron Deaple considered all his options. As key account sales manager for
2. How would you address Ron Deaple’s concerns of using the Internet in his recruiting process? Ron Deaple considered all his options. As key account sales manager for Cutting Edge Technology
1. What are the strengths and weaknesses of recruiting on the Internet? What are the strengths and weaknesses of face-to-face interviews in the recruiting process? Ron Deaple considered all his
3. College recruiters were discussing some of the students they had interviewed that day. One interviewer described a female applicant with excellent credentials as follows:“She looked too
2. In a recent discussion on the use of the Internet to generate applications, the following quote was made and illustrates the application of the Internet to the recruiting and selection process:It
The sales manager for one of the nation’s largest producers of consumer goods has identified eight factors that appear to be positively related to effective performance.The manager of human
If you were Raymond, which applicant would you recommend to Joanna to hire?Why? Raymond Baker is J.P. Reynolds Investments’ district sales manager for the Southeastern Region (covering Florida,
Within each category, which variables do you think are relevant to a salesperson’s performance at J.P. Reynolds? Why? Raymond Baker is J.P. Reynolds Investments’ district sales manager for the
What categories of variables affecting performance can you identify? Raymond Baker is J.P. Reynolds Investments’ district sales manager for the Southeastern Region (covering Florida, Georgia, South
Break into pairs, with one student playing each character. It doesn’t matter what the actual gender mix of your pair is. Before you stage the continuation of the above-mentioned meeting between
2. What kind of person would you recruit (experienced versus less experienced, age, education, background, etc.)? Thad Williams had the kind of problem many sales managers wish they could experience
1. What qualities and characteristics do you think are important for a new salesperson at Logistics Logic? Why? Thad Williams had the kind of problem many sales managers wish they could experience
3. What measures might you use to motivate them as a group? Land Escape Vacation Club sells fractional interests in time-share vacation properties at various beach locations. For example, an owner
2. If you were the sales manager, how would you motivate each salesperson? Explain your recommendations. Land Escape Vacation Club sells fractional interests in time-share vacation properties at
1. In what career stage would you place each of the three salespeople?Land Escape Vacation Club sells fractional interests in time-share vacation properties at various beach locations. For example,
Maven Software provides unique solutions for dental offices that want to fully integrate their patient records, billing, insurance filing, and outbound patient correspondence.Maven started out in
3. Offer ideas on why Jason's performance might have slipped after all these years with the company? Terri Ann Masters, Vice President of Sales for Startech Corporation, was wrestling with a critical
2. What would you do with these younger salespeople who are looking for new opportunities inside the company? Terri Ann Masters, Vice President of Sales for Startech Corporation, was wrestling with a
1. You are Terri Ann Masters. What would you do about Jason Benjamin?Terri Ann Masters, Vice President of Sales for Startech Corporation, was wrestling with a critical issue related to one of her
2. What can Horton do to improve the sales performance of Raul? Vaughn Manufacturing is a London-based automobile parts manufacturer. Specifically, it manufactures crankshatts, a key component of the
1. Based on the model for salesperson performance, what are the possible causes for the diminished performance of Raul? Vaughn Manufacturing is a London-based automobile parts manufacturer.
Jerry Momper loves sports. He has just finished up a degree in sports marketing at Pinnacle University in London and to his great pleasure, he is in the first month of his dream job, a sales person
3. If you were Melissa, would you get involved in Megan’s decision? Why or why not? Michael Yardley was worried as he hung up from a phone call with Megan Barnes, the most promising salesperson at
2. If you were Michael, how would you handle this situation? What advice would you offer to Megan? Michael Yardley was worried as he hung up from a phone call with Megan Barnes, the most promising
1. If you were Megan, what would you do and why? What factors should most influence her decision? Is this an either/or choice? Michael Yardley was worried as he hung up from a phone call with Megan
3. What type of sales quota did Rajiv use? Did he set the appropriate quota level? Why or why not? Lasting Impressions is a small Orlando, Florida, company that provides trade-show marketing
2. What other forecast method(s) should Rajiv have used besides the sales force composite moving average? Why? Lasting Impressions is a small Orlando, Florida, company that provides trade-show
1. Based on the facts given, evaluate Rajiv's territory design. What other basic control unit might Rajiv have used besides cities? Why? Lasting Impressions is a small Orlando, Florida, company that
This situation is a continuation of the situation presented in the Chapter 4 Role-Play. Go back and read that Role-Play and your notes from it to refamiliarize yourself with the scenario.Agnes, Alan,
3. What quota system would you recommend Ralph present to the CEO and why? What challenges would Ralph face in implementing your recommendation ? Ralph Dickerson knew an adjustment was needed. In
2. What are the advantages and disadvantages of an activity-based quota system? Ralph Dickerson knew an adjustment was needed. In more than 20 years with Bright Right Plastics, he had been around for
1. What are the advantages and disadvantages of a sales volume—based quota system ? Ralph Dickerson knew an adjustment was needed. In more than 20 years with Bright Right Plastics, he had been
The Recall Computer Co. has six territories, each represented by one salesperson. After extensive planning, the company determines that each territory would be expected to achieve the following
4. To estimate market potential for the garden tractor division of the M-F Implement Co., Mark Haynes, the statistician, estimated the following relationship using multiple regression analyses:Vaart
3. For the following products, indicate what factor(s) you would use to estimate market potential:Yoplait yogurt Rolex watches Apple iPads Toro power riding lawnmowers Ektelon racquetball racquets
3. What selling approach could Fondren take to coordinate its selling endeavors with its customer service and fulfillment operations? Fondren Publishing, Inc., based in Paris, France, is one of the
2. How should Fondren treat its key account(s)? Why? Fondren Publishing, Inc., based in Paris, France, is one of the leading world-wide publishers of academic journals in the area of science and
1. How should Fondren structure its sales force after the merger with Bronson?Why? What are the potential advantages and disadvantages of the structure you chose? Fondren Publishing, Inc., based in
Break into groups of three, with one student playing each character. It doesn’t matter what the actual gender mix of your group is. Before you stage the meeting among Agnes, Alan, and Penny, work
2. How should Susan set up the sales force for Satin Organic Products and why? Susan Jones was thinking about the future as she drove home from an important day at her company, Satin Organic
1. Using the information in this chapter, discuss the advantages and disadvantages of having your own sales force versus hiring outside sales agents. Susan Jones was thinking about the future as she
3. The chapter mentions the theory of transaction cost analysis (TCA). What role does TCA play in the decision to use a company sales force rather than independent manufacturers’agents?
3. What further questions might you ask Herr Wursching to help his company move toward a more relationship-based business and establish CRM initiatives? What other recommendations might you make for
Based on the current marketing strategy, should the company’s promotion mix focus be on personal selling or on advertising? You are a consultant for an international management strategy consulting
What Is the company’s strategy with respect to each of the four elements of the marketing mix (product, distribution, price, and promotion)?You are a consultant for an international management
Ellie Rodriguez was puzzled. Sales were just not coming in year-to-date for her area at the forecast rate, despite an improving economy and a solid marketing plan. Ellie had been hired 15 months ago
3. What kinds of issues do you think might come up for New World as it implements the CRM system with the sales force, for example, possible salesperson resistance to collecting information for the
2. What technology would you use to deliver this information from the CRM system to the salesperson (tablet, smartphone, laptop, or something else), and why would you choose that technology?Alice
1. You are Alice Klein. What critical information do you think would be most helpful for the sales force to be able to access about the relationship between New World and its customers?Alice Klein
7. Refer to Exhibit 3.4. Using the Miles and Snow typology, how might the marketing strategies and programs of a prospector SBU vary from those adopted by a defender SBU within the same company?
6. Strategic partnerships often require direct peer-to-peer communication at the senior executive level between buying firm and selling firm. What are the advantages of having top corporate officers,
4. What stages of the buying process can you identify in this case? Explain.Joe Reeka is a senior sales representative for Power Flour, LLC, a supplier of flour to private-label brands in
3. Why would a relationship selling approach be more effective than a transactional selling approach for Joe and Power Flour?Joe Reeka is a senior sales representative for Power Flour, LLC, a
2. Whom should Joe contact and get to know at Rising Action Bakery in order to develop the relationship with the company and achieve a sale and why? What types of information would appeal to each
1. What participants in the organizational buying process can you identify at Rising Action?Joe Reeka is a senior sales representative for Power Flour, LLC, a supplier of flour to private-label
Break into pairs, with one student playing each character. It doesn’t matter what the actual gender mix of your pair is. Before you stage the meeting between Bridgette and Geoff, work separately to
2. As head of sales for Integrity, what are the two most significant challenges Charles will encounter in putting together a retail sales force? Charles Renner has been considering the implications
1. What are the major differences Charles will encounter between a B2B selling environment and a B2C environment? Charles Renner has been considering the implications of senior management's new
The organizational buying center varies as a function of size of the company and product or service being ourchased. How does size of the company influence the composition of the buying center? How
Pick any three of the selling activities presented in Exhibit 2.3 that you would most like to perform and then pick any three you would least like to perform. Explain your rationale for listing each
Telecommuting and using a virtual office are major aspects of many professional sales positions. How do you feel about telecommuting and virtual office in a job? What aspects of telecommuting and
In view of the firm's account management practices and demand forecasts, how should the sales force be deployed? How should sales territories be defined? What is the best way for each salesperson’s
What level of performance can each member of the sales force realistically be expected to attain during the next planning period? Sales managers are involved in forecasting demand and setting quotas
How should the sales function be organized to call on and manage various types of customers as efficiently and effectively as possible? How are teams created to handle specific customer issues? Who
How can various types of potential customers best be approached, persuaded, and serviced?In other words, what account management practices should be adopted?
1. How can the personal selling effort be best adapted to the company’s environment and integrated with the other elements of the firm’s marketing strategy? In addition, how does personal selling
3. What advice can you give to Andrew Taylor with respect to iTeam’s future sales program?In your opinion, what steps should he take, given the external environment and the company’s current

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