CST Sales Coaching & Mentoring Flashcards

A sales trainer is asked to build a mentoring program pairing top performers with new hires. The FIRST design step should be:

Answer: Define clear objectives, expectations, and success metrics for both parties

Defining objectives and metrics upfront ensures both mentors and mentees understand the program's purpose and their commitments.

Which listening technique is MOST effective for a sales trainer coaching a rep through a personal performance obstacle?

Answer: Active listening with reflective paraphrasing and open-ended questions

Active listening with reflective paraphrasing demonstrates empathy and helps the rep articulate and solve their own challenges.

A sales trainer tracks that a rep's average call score has improved 15% after 8 weeks of coaching. This is an example of measuring coaching at which Kirkpatrick level?

Answer: Level 3 – Behavior

Kirkpatrick Level 3 (Behavior) measures whether learners apply new skills on the job, which is exactly what call score tracking assesses.

When a high-performing rep plateaus, the MOST effective CST coaching intervention is to:

Answer: Introduce stretch goals and advanced skill challenges to reignite growth

Stretch goals and new challenges maintain engagement and continued development even for high performers who have mastered current skill levels.

Which coaching feedback model uses the structure: Situation → Behavior → Impact?

Answer: SBI (Situation-Behavior-Impact) feedback model

The SBI model provides specific, non-judgmental feedback by anchoring it to a situation, the observable behavior, and its impact.

A sales trainer discovers that coaching sessions are well-received but close rates haven't improved over 90 days. The MOST likely root cause is:

Answer: Coaching is not being reinforced by managers in the field between sessions

Without manager reinforcement in daily workflows, coached behaviors regress and training gains don't translate to sales outcomes.