CPT Performance Analysis & Diagnosis 2

Question 1

A performance technologist notices that a sales team consistently misses quotas despite adequate product knowledge. Which diagnostic approach best isolates the root cause?

Accepted Answer

Conduct a task analysis to map required selling behaviors

Answer

Task analysis reveals gaps between required behaviors and actual performance, directly pinpointing where the breakdown occurs.

Question 2

In the Gilbert Behavior Engineering Model, which factor is addressed when a performer receives timely, accurate feedback about their work output?

Accepted Answer

Information

Answer

The Information cell of Gilbert's BEM addresses data, feedback, and guidance that performers need to do their jobs correctly.

Question 3

A performance analyst is comparing the actual output of a customer service team to the expected output. This comparison is best described as:

Accepted Answer

Performance gap analysis

Answer

Performance gap analysis specifically measures the discrepancy between desired and actual performance levels.

Question 4

Which causal category does an outdated standard operating procedure fall into when using the Human Performance Technology (HPT) model?

Accepted Answer

Environmental support — information and feedback

Answer

Outdated SOPs are information/guidance deficiencies in the environment, not individual or incentive issues.

Question 5

A diagnosis reveals that performers know how to do the job but choose not to because non-performance is rewarded. According to Mager & Pipe, the recommended intervention is:

Accepted Answer

Changing the consequences tied to desired behavior

Answer

Mager & Pipe's flowchart directs practitioners to address consequences when performers could perform but don't due to punishing or absent rewards.

(CPT) Certified Performance Technologist Practice Test

(CPT) Certified Performance Technologist Practice Test

CPT Performance Analysis & Diagnosis 2