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 sales trainer wants to distinguish between a rep's performance problem caused by 'can't do' versus 'won't do.' The BEST initial diagnostic question is:
Answer: Could they perform the skill correctly if their life depended on it?
The 'life depended on it' question, from Mager and Pipe's performance analysis model, quickly separates a skill deficit (can't do) from a motivational deficit (won't do).
When a CST uses 'calibration sessions' with multiple sales managers, the primary goal is to:
Answer: Ensure consistent application of performance standards across all evaluators
Calibration sessions align managers on rating standards and definitions to reduce inter-rater variability and ensure fair, consistent evaluation across the team.
A key difference between formative and summative evaluation in sales training is:
Answer: Formative provides ongoing feedback during training to guide improvement; summative assesses final outcomes
Formative evaluation occurs during training to allow adjustments, while summative evaluation occurs after training to judge its overall effectiveness.
A CST notices that high-performing reps spend significantly more time on pre-call planning than average performers. This finding should FIRST be used to:
Answer: Build pre-call planning into the standard sales process and training curriculum
Identifying behaviors that differentiate top performers is a key input for designing training that replicates those winning behaviors across the team.
Which evaluation approach asks reps to assess their own skill levels against defined competencies before and after training?
Answer: Self-assessment with gap analysis
Self-assessment with gap analysis engages reps in their own development by having them rate their competencies and identify gaps before and after training.
In a continuous improvement context, a sales trainer who uses 'A/B testing' on two coaching approaches is applying which principle?
Answer: Evidence-based experimentation to determine which method produces better outcomes
A/B testing in training applies controlled experimentation to compare two approaches, using data to objectively determine which produces superior performance outcomes.
A Performance Improvement Plan (PIP) is MOST appropriate when a rep:
Answer: Has shown sustained underperformance with documented coaching that has not resulted in improvement
A PIP is a formal tool for addressing persistent underperformance after coaching attempts have been made and documented, not for isolated or early-career struggles.