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 notices that reps consistently underperform in the closing stage. Which evaluation approach best isolates this specific gap?
Answer: Use stage-by-stage funnel conversion rate analysis
Funnel conversion rate analysis by stage pinpoints exactly where deals are lost, enabling targeted coaching interventions.
Which principle underlies the 'feedforward' technique used in sales coaching evaluations?
Answer: Providing future-oriented suggestions rather than critiquing past behavior
Feedforward focuses on actionable future behaviors rather than dwelling on past mistakes, making it more constructive and forward-looking.
A CST is evaluating whether a new objection-handling training module was effective. The MOST valid post-training metric would be:
Answer: Win rate on deals where objections were raised after training
Win rate on objection-heavy deals directly measures whether reps can now convert prospects who raise concerns, validating training effectiveness.
In Kirkpatrick's Four-Level Model, Level 3 (Behavior) evaluates:
Answer: Transfer of learning to on-the-job performance over time
Level 3 assesses whether learners apply newly acquired skills back on the job, measuring behavioral transfer rather than just knowledge.
Which scenario BEST demonstrates a leading indicator of future sales performance?
Answer: Number of qualified discovery calls booked this week
Discovery calls booked this week are a leading indicator because they predict future pipeline health before revenue is realized.
A sales manager uses a '3:1 praise-to-coaching ratio' during evaluations. What is the primary benefit of this approach?
Answer: It maintains rep motivation while still addressing improvement areas
Balancing positive reinforcement with constructive feedback keeps reps engaged and receptive, rather than defensive or discouraged.
When implementing a continuous improvement cycle in a sales team, the PDCA model stands for:
Answer: Plan, Do, Check, Act
The PDCA (Plan-Do-Check-Act) cycle is a foundational continuous improvement framework used to iteratively test and refine processes.