Scenario:

You are the new Director of the Staff Training and Development Unit for Consolidation Tech Plus (CTP), Inc. You have received a memorandum from the Human Resource Director stating Customer Service Unit # 5 has not met the performance standards set forth during orientation. The Director has raised concerns about the orientation process and the new hire customer service training. Currently, you have HR Program Assistance conducting the new hire orientation. CTP has decided to transition to a more modern orientation. In addition to the performance issues, the unit has started receiving a high number of customer service complaints. You have been asked to manage the development and conducting of training, specifically for Customer Service Unit # 5 in order to address the issues raised in the memorandum.

As you were conducting initial research into the customer service unit you learned that, John Hicks, vice president of sales at CTP, manages a sales team of 10 employees. Members of John's sales force vary in experience level. Four members of the sales team have worked at CTP for less than 1 year. The other six salespeople have been with CTP anywhere from 3 to 7 years. John recently received the annual sales report and noticed that sales have been dropping steadily over the last 6 months. John is considering the idea of requesting training for his sales team to boost sales. John has come to seek guidance regarding possible training. You have assigned Nathan, your top Corporate Trainer, the task of reviewing these training requests.

Question 8
10 Points

Nathan has decided to compare those identified individual’s performance to what is labeled as ideal. What should Nathan do to be able to make this comparison?

Select the correct answer

Conduct a performance analysis.

Investigate employee-related customer complaints.

Conduct job knowledge assessments.

Evaluate supervisor performance reviews.

Question 9
10 Points

Which of the following will be most helpful for Nathan to review when conducting a performance analysis of an employee?

Select the correct answer

Employment application

Health claims

Customer complaints

Employee handbook

Question 10
10 Points

You have advised Nathan to complete a competency model. This will allow him to .

Select the correct answer

Assist in ranking areas of improvement.

Assist in determining how far in the performance level the employees are behind.

Consolidate knowledge, skills, and behaviors needed to perform a job well.

Assist in completing the ADDIE process.

Question 11
10 Points

Which of the following best supports the argument that the drop in CTP's sales can be solved through training?

Select the correct answer

CTP provides laptops to its entire sales team, so each salesperson can easily locate necessary information while on sales calls.

Members of the sales team have expressed that they do not fully understand the benefits of the service they are selling.

Recent studies suggest that people are choosing more established companies.

Attitude surveys sent to CTP personnel suggest that the firm's elimination of year-end bonuses has angered many employees.

Question 12
10 Points

Which of the following undermines the argument that the drop in CTP’s sales can be solved through training?

Select the correct answer

CTP's most experienced salesperson retired after working at the firm for more than 20 years.

The newest members of the CTP sales force are unfamiliar with the procedures used by the firm to measure the effectiveness of new drugs.

CTP no longer requires salespeople to have a technical or sales background.

CTP recently eliminated its long-standing policy of paying salespeople commissions on top of base salaries, which angered employees.

Question 13
10 Points

All of the following questions are relevant to Nathan's decision to implement a training program for his sales team EXCEPT .

Select the correct answer

What interpersonal competencies are expected of sales team members?

What were the results of attitude surveys distributed to the sales team?

What methods are used for recruiting and interviewing individuals for sales positions?

What tools are available to sales team members to help them work efficiently?

Question 14
10 Points

Nathan has Sharon (Lead Instructional & Design Trainer) designing a training program for the customer service representatives. Which of the following activities is Sharon LEAST likely to perform at this stage?

Select the correct answer

Setting performance objectives

Choosing a delivery method

Estimating a budget

Analyzing training needs