Performance Evaluation & Continuous Improvement Flashcards
7 cards from real CST practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Performance Evaluation & Continuous Improvement flashcards as text
A CST wants to identify high-potential reps who are currently underperforming due to skill gaps rather than motivation issues. The BEST diagnostic tool is:
Answer: A 9-box performance-potential grid
The 9-box grid separates performance from potential, helping trainers identify coachable reps who have capability but lack current skills.
Which evaluation method involves observing a rep conduct a live sales call without intervention and scoring it against a defined rubric?
Answer: Field ride-along evaluation
A field ride-along evaluation captures authentic rep behavior in real customer interactions, scored against predetermined competency criteria.
A sales trainer is reviewing a rep's call recordings and notices the rep talks 75% of the time during discovery. This is BEST addressed through coaching on:
Answer: Active listening and questioning techniques
A 75% talk ratio during discovery indicates the rep is not asking enough questions or allowing the prospect to share needs, pointing to a listening skills deficit.
The primary purpose of establishing a 'baseline measurement' before a training initiative is to:
Answer: Provide a pre-training benchmark to accurately measure improvement
A baseline measurement captures current performance levels so that post-training data can be compared to determine actual improvement attributable to training.
In sales training evaluation, 'skill decay' refers to:
Answer: The gradual deterioration of learned behaviors without reinforcement
Skill decay occurs when newly trained behaviors are not reinforced through practice and coaching, causing performance to revert toward pre-training levels.
Which reinforcement schedule is MOST effective for sustaining long-term behavior change in sales reps after initial training?
Answer: Variable-ratio reinforcement through spaced repetition and randomized coaching checkpoints
Variable-ratio schedules using spaced repetition are proven to create durable learning by reinforcing skills at unpredictable intervals, preventing extinction of behaviors.
A CST calculates that 80% of sales training budget improvements came from coaching just 20% of content topics. This reflects which principle?
Answer: Pareto Principle (80/20 Rule)
The Pareto Principle holds that roughly 80% of results come from 20% of causes, guiding trainers to prioritize high-impact content areas.