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 360-degree feedback assessment in sales team evaluation typically gathers input from all EXCEPT:
Answer: Anonymous random members of the public
360-degree feedback is gathered from people who directly interact with the individual — managers, peers, and subordinates — not from unrelated external parties.
Which metric MOST directly measures a sales training program's return on investment (ROI)?
Answer: Pre- vs. post-training revenue per rep minus the cost of training
ROI is calculated by comparing the revenue improvement attributable to training against its total cost, giving a financial return figure.
A sales trainer is asked to build a 'competency model' for evaluating reps. What does a competency model define?
Answer: The specific knowledge, skills, and behaviors that drive success in a role
A competency model describes the observable knowledge, skills, attitudes, and behaviors that distinguish high performers in a given sales role.
When evaluating a rep's pipeline health, a sales trainer should flag which situation as the HIGHEST risk?
Answer: A rep with 90% of pipeline value concentrated in two deals both at early stages
Excessive pipeline concentration in a small number of early-stage deals creates severe risk because losing even one deal could devastate quota attainment.
In continuous improvement frameworks applied to sales training, a 'lessons learned' review after a program ends serves to:
Answer: Document what worked and what failed to inform future program design
Lessons learned reviews capture institutional knowledge about program successes and failures so future training iterations can be improved.
A CST implements 'micro-learning' modules as a reinforcement tool post-training. The key advantage is:
Answer: Delivering focused, bite-sized content that fits into a rep's workflow without disrupting selling time
Micro-learning delivers short, targeted reinforcement content that can be consumed quickly, making it practical for busy reps to maintain skills between coaching sessions.
Which type of evaluation bias occurs when a manager rates a rep's entire performance based on one recent success or failure?
Answer: Recency bias
Recency bias causes evaluators to overweight the most recent events rather than considering performance across the full evaluation period.