CST Performance Evaluation & Continuous Improvement 3

Question 1

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:

Accepted Answer

A 9-box performance-potential grid

Answer

The 9-box grid separates performance from potential, helping trainers identify coachable reps who have capability but lack current skills.

Question 2

Which evaluation method involves observing a rep conduct a live sales call without intervention and scoring it against a defined rubric?

Accepted Answer

Field ride-along evaluation

Answer

A field ride-along evaluation captures authentic rep behavior in real customer interactions, scored against predetermined competency criteria.

Question 3

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:

Accepted Answer

Active listening and questioning techniques

Answer

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.

Question 4

The primary purpose of establishing a 'baseline measurement' before a training initiative is to:

Accepted Answer

Provide a pre-training benchmark to accurately measure improvement

Answer

A baseline measurement captures current performance levels so that post-training data can be compared to determine actual improvement attributable to training.

Question 5

In sales training evaluation, 'skill decay' refers to:

Accepted Answer

The gradual deterioration of learned behaviors without reinforcement

Answer

Skill decay occurs when newly trained behaviors are not reinforced through practice and coaching, causing performance to revert toward pre-training levels.

(CST) Certified Sales Trainer Practice Test

(CST) Certified Sales Trainer Practice Test

CST Performance Evaluation & Continuous Improvement 3