Salesforce Certified Sales Representative (SP24) Dumps April 2024
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A sales representative is doing a 9-month check-in with a customer following a successful deployment. The sales rep found an additional product that will help improve the customervalue and adoption.Which customer success concept is the sales rep utilizing in this example?
A. Improved experiences B. Innovate together C. Shared risks and shared accountability
Answer: B
Explanation: When a sales representative conducts a 9-month check-in and identifies an
additional product that could enhance customer value and adoption, they are utilizing the
customer success concept of "Innovate together." This approach involves working
collaboratively with the customer to find new solutions and opportunities that can drive
further success and value from the partnership. By proactively suggesting products or
services that complement previous purchases, the sales rep is helping the customer to
innovate and achieve better results, reinforcing the relationship and demonstrating ongoing
commitment to the customer's success.
Reference:Salesforce Blog - Customer Success
Question # 2
A sales representative delivers a proposal and checks in with the prospect on theperceived value and alignment.At which stage are they in the sales process?
A. Connect B. Confirm C. Collaborate
Answer: B
Explanation: The stage in the sales process where a sales representative delivers a
proposal and checks in with the prospect on the perceived value and alignment is typically
known as the "Confirm" stage. During this phase, the sales rep seeks to ensure that the
proposal meets the prospect's needs and expectations, and that there is a mutual
understanding of the value the solution offers. This step is crucial for moving towards
closing the sale, as it involves resolving any outstanding questions or concerns and
solidifying the prospect's commitment to proceeding. Salesforce outlines various stages in
the sales process, and the confirmation stage is critical for validating that both parties are
aligned before finalizing the deal.
Reference:Salesforce Sales Cloud - Sales Process
Question # 3
A junior sales representative is trying to develop relationships with customers in an industrythat is changing rapidly. In addition, the number of channels to engage with customers hasincreased.How can the sales rep identify the most effective way to communicate with new andexisting customers?
A. Continue using methods that have worked in the past. B. Collaborate with internal departments. C. Follow standard sales scripts.
Answer: B
Explanation: In an industry that's rapidly changing and with increasing channels to engage
customers, a junior sales representative can identify the most effective communication
methods by collaborating with internal departments. Teams such as marketing, customer
service, and others who interact with customers can provide insights into customer
preferences and effective communication strategies. This collaborative approach allows for
a broader understanding of customer behaviors and trends, leading to more tailored and
to leverage diverse insights and expertise, enhancing customer engagement efforts.
Reference:Salesforce Blog - Collaborative Selling
Question # 4
An experienced sales representative has several new leads and wants to understand theirpain points and decide if the company can meet their needs.At which stage should the sales rep complete a qualification call with the new leads?
A. Prospecting B. Relationship building C. Research
Answer: A
Explanation: During the prospecting stage, a sales representative identifies and reaches
out to potential leads to assess their interest and fit for the company's offerings. Completing
a qualification call with new leads at this stage is crucial to understanding their pain points,
needs, and whether the company's solutions can meet those needs. This step is essential
for efficiently allocating resources to leads with the highest potential for conversion.
Salesforce emphasizes the importance of effective prospecting and qualification processes
to ensure sales efforts are focused on the most promising opportunities.
Reference:Salesforce Blog - Prospecting
Question # 5
A sales representative is having a difficult time identifying the root cause of their customer'sissue. The sales rep knows they need to first acknowledge the customer's experience andperspective.What is the recommended action the sales rep should take next?
A. Provide a product demo. B. Show empathy. C. Make recommendations.
Answer: B
Explanation: When faced with a customer issue and after acknowledging the customer's
experience, the recommended next step for a sales representative is to show empathy.
Empathy involves understanding and sharing the feelings of another, which in this context
means recognizing the impact of the issue on the customer and conveying genuine
concern. This approach helps build a rapport and trust with the customer, demonstrating
that the sales rep is not just focused on a transaction but cares about the customer's
overall experience and success. Salesforce emphasizes the importance of empathy in
customer interactions as a way to strengthen relationships and foster loyalty.
Reference:Salesforce Blog - Empathy in Sales
Question # 6
A sales representative is showing their customer how they can reduce their costs andimprove productivity.What is being delivered?
A. Use case B. Value proposition C. Success story
Answer: B
Explanation: When a sales representative demonstrates how their products or services
can reduce costs and enhance productivity for a customer, they are presenting a value
proposition. A value proposition articulates the unique benefits and value that the
company's offerings provide, distinguishing them from competitors. It focuses on the
specific advantages the customer will experience, such as cost savings and productivity
improvements. Salesforce emphasizes the importance of understanding customer needs
and effectively communicating how their solutions can address those needs, which is
central to crafting a compelling value proposition.
Reference:Salesforce Sales Cloud
Question # 7
A company is introducing a new product line.How should a sales representative educate prospects on their products’ key benefits?
A. Storytelling B. Customer journey maps C. Social media marketing
Answer: A
Explanation: Educating prospects about the key benefits of new products through
storytelling is an effective approach. Storytelling involves sharing examples, customer
success stories, or hypothetical scenarios that illustrate how the product can be used and
the benefits it delivers. This method helps prospects visualize the product in action and
understand its value in a real-world context. Salesforce often highlights the importance of
storytelling in sales to make products more relatable and to create a connection with
potential customers.
Reference:Salesforce Blog - Storytelling in Sales
Question # 8
After a successful sale of their latest software product, a sales representative wants tonurture their long-term relationship with the customer by driving productadoption.What success metric for product adoption can the sales rep use?
A. Session duration B. User login rates C. Number of users assigned a license
Answer: B
Explanation: User login rates are a valuable success metric for product adoption, as they
indicate the frequency and regularity with which customers are engaging with the software.
High login rates typically suggest that users find the product valuable and are integrating it
into their daily workflows. Salesforce advocates monitoring engagement metrics like login
rates to gauge product adoption and to identify opportunities for further customer support
and training, ensuring customers derive maximum value from their products.
Reference:Salesforce Help - Adoption Metrics
Question # 9
Why is it important for a sales representative to follow their company's sales methodology?
A. Creates consistent vision across sellers B. Understands different approaches for achieving the same goal C. Develops a better pipeline for growth
Answer: A
Explanation: Following the company's sales methodology is important because it creates
a consistent vision across sellers. A unified sales approach ensures that all sales
representatives understand and adhere to the same principles, strategies, and goals. This
consistency helps in delivering a uniform customer experience, aligning sales efforts with the company's objectives, and facilitating collaboration among team members. Salesforce
highlights the significance of a structured sales methodology to streamline sales processes,
improve efficiency, and achieve better sales outcomes.
Reference:Salesforce Blog - Sales Methodology
Question # 10
Which aspects of a prospect's buying culture and climate should a sales representativeconsider as part of the qualification process?
A. Standard billing terms, legal authority, and payment methods B. Decision-making process, urgency for change, and openness to new solutions C. Preferred communication channels, time zone, and office hours
Answer: B
Explanation: In the qualification process, a sales representative should consider aspects
of a prospect's buying culture and climate such as the decision-making process, urgency
for change, and openness to new solutions. Understanding these elements helps the sales
rep tailor their approach to align with the prospect's priorities and decision-making
dynamics. Knowing who is involved in the decision-making, how urgent the need for a
solution is, and how receptive the organization is to adopting new technologies or
approaches can significantly impact the strategy for engaging with the prospect and
ultimately, the success of the sale. Salesforce advocates for a thorough qualification
process that includes assessing these factors to better understand the prospect's needs
and how to effectively address them.
Reference:Salesforce Blog - Understanding Customer Needs
Question # 11
What is a key indicator of a healthy sales pipeline for a sales representative?
A. A high volume of new deals entering the pipeline each month B. A high percentage of deals in the last stage of the pipeline C. A balanced distribution of deals across different stages of the pipeline
Answer: C
Explanation: A key indicator of a healthy sales pipeline is a balanced distribution of deals
across different stages. This balance indicates that there are sufficient new opportunities
being generated, deals are progressing through the pipeline at a healthy pace, and there is
a steady flow of closings. A well-balanced pipeline helps in forecasting revenue more
accurately and ensures the sustainability of sales operations. Salesforce advocates for
regular pipeline reviews and management to maintain this balance, ensuring that all stages
from lead generation to closing are well attended to.
Reference:Salesforce Blog - Sales Pipeline Management
Question # 12
A sales representative's existing customer is opening offices in new regions.What should the sales rep focus on to increase the contract value?
A. Efficiency target B. Growth target C. Expansion target
Answer: C
Explanation: Expansion target is the best answer because it refers to the opportunity to
sell more products or services to an existing customer who is growing their business or
entering new markets. The sales rep should focus on understanding the customer’s needs
and goals in the new regions, and offer solutions that can help them achieve them.
Efficiency target and growth target are not relevant to this scenario, because they are
related to the sales rep’s own performance and objectives, not the customer’s. Efficiency
target is about improving the sales rep’s productivity and effectiveness, while growth target
is about acquiring new customers or increasing market share. References: Certification -
Sales Representative - Trailhead, [Sales Rep Training: Prepare Your Team to Sell
Successfully - Trailhead]
Question # 13
What are the key elements of a successful cold call?
A. Several short questions and a shared link to product descriptions on the companywebsite B. A compelling hook that ties in a product or service and open-ended questions C. Details about the decision maker and a follow-up with them soon after the call
Answer: B
Explanation: A cold call is a phone call to a potential customer who has not expressed any
prior interest in your product or service. The key elements of a successful cold call are a
compelling hook and open-ended questions. A compelling hook is a brief statement that
captures the attention of the prospect and shows them how your product or service can
solve their problem or meet their need. Open-ended questions are questions that require
more than a yes or no answer, and that encourage the prospect to share more information
about their situation, goals, challenges, and preferences. By using a compelling hook and
open-ended questions, you can engage the prospect, build rapport, qualify them as a lead,
and move them to the next stage of the sales process. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Generate Leads and
Opportunities”
[Sales Rep Training], unit “Prepare Your Team to Sell Successfully”
Question # 14
After verbally agreeing to the price and receiving a formal agreement, the customer informsthe sales representative they are delaying the signature due to concerns about a liabilityrisk.Which customer role should the sales rep meet with to address the concerns?
A. Legal B. Operations C. Finance
Answer: A
Explanation: The customer role that the sales rep should meet with to address the
concerns about a liability risk is legal. Legal is the customer role that is responsible for
reviewing and approving the contractual terms and conditions, ensuring compliance with
laws and regulations, and mitigating any potential risks or liabilities. The sales rep should
consult with their own legal team and work collaboratively with the customer’s legal team to
resolve any issues or objections, and to finalize the agreement. References: [Sales Rep
Training: Negotiate and Close], [Cert Prep: Salesforce Certified Sales Representative:
Negotiate and Close]
Question # 15
A sales representative identifies a strong business case for a customer and hosts a demoto show them potential offerings and solutions.What is the next sales pipeline stage the sales rep should enter to summarize and addressthe potential customer's needs?
A. Lead Qualification B. Prospecting C. Proposal
Answer: C
Explanation: According to the Salesforce Sales Representative Learning objectives, the
proposal stage is the next step after the demo stage, where the sales rep should
summarize the customer’s needs, present the value proposition, and address any
objections or concerns. The proposal stage is also where the sales rep should negotiate
the terms and conditions of the deal, and ask for the customer’s commitment to
When assessing the risks and opportunities of a deal, why is it important to consider theduration of a contract?
A. Longer contracts increase cash flow predictability. B. Longer contracts increase flexibility on delivery timescales. C. Shorter contracts increase leverage for negotiation.
Answer: A
Explanation: The duration of a contract is one of the factors that affect the value of a deal,
along with the price, terms, and conditions. Longer contracts can increase the cash flow
predictability for both the seller and the buyer, as they reduce the uncertainty and variability
of future payments and revenues. Longer contracts can also help build stronger and more
loyal relationships with customers, as they demonstrate trust and commitment. On the
other hand, shorter contracts can increase the risk of losing customers to competitors, as
they offer more opportunities for switching or renegotiating.Shorter contracts can also
create more pressure on the seller to deliver value quickly and consistently, as they have
less time to prove their worth and earn customer satisfaction. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Assess Risks and
Opportunities”
[Sales Rep Training], unit “Create Effective Selling Habits”
Question # 17
In the context of deal management, why is it important for a sales representative to earn adeeper level of trust and access to decision makers within the customer's organization?
A. To enhance the sales rep's understanding of the customer's needs B. To increase the sales rep's personal network and influence C. To gain access to information about the customer's competitors
Answer: A
Explanation: Earning a deeper level of trust and access to decision makers within the
customer’s organization is important for a sales representative in the context of deal
management, because it can help the sales rep to enhance their understanding of the
customer’s needs, challenges, goals, and preferences. This can enable the sales rep to
tailor their solution and value proposition to the customer’s specific situation, and address
any objections or concerns that may arise during the sales process. It can also help the
sales rep to influence the decision makers and persuade them to choose their solution over
the competitors’. Increasing the sales rep’s personal network and influence or gaining
access to information about the customer’s competitors are not the best answers, because
they are not directly related to the customer’s needs, which are the primary focus of deal
management. The sales rep should use their network and influence to support the
customer’s needs, not their own. The sales rep should also focus on differentiating their
solution from the competitors’, rather than obtaining information about
How can a sales representative best identify a customer's challenges and initiatives?
A. Elicit detailed responses by asking open-ended questions during meetings. B. Present an overview of new products their company has brought to market. C. Ask "yes" or "no" questions to make the discussion efficient.
Answer: A
Explanation: Asking open-ended questions is a key skill for sales representatives, as it
allows them to uncover the customer’s challenges and initiatives, as well as their goals,
needs, and pain points. Open-ended questions are those that cannot be answered with a
simple “yes” or “no”, but require the customer to provide more information and explanation.
For example, instead of asking “Are you happy with yourcurrent solution?”, a sales rep can
ask “What are the main challenges you are facing with your current solution?” or “How
does your current solution help you achieve your goals?” By eliciting detailed responses,
the sales rep can gain a deeper understanding of the customer’s situation, identify
opportunities to add value, and tailor their solution accordingly. References:
Sales Rep Training: Prepare Your Team to Sell Successfully, unit “Ask Open-
Ended Questions to Uncover Customer Needs”.
Cert Prep: Salesforce Certified Sales Representative, unit “Use Discovery to
Understand Customer Needs”.
Question # 19
When assigned a new sales territory, what is the first step to prioritizing selling efforts?
A. Determine the physical location of each account. B. Determine the number of accounts and territory size. C. Identify the territory's key accounts.
Answer: C
Explanation: The first step to prioritizing selling efforts in a new sales territory is to identify
the key accounts, which are the most valuable and strategic customers for the business. By
focusing on the key accounts, the sales representative can maximize the impact of their
efforts and build strong relationships with the decision-makers and influencers. Key
accounts can also provide referrals, testimonials, and insights that can help the sales
representative expand their network and opportunities in the territory. References:
Sales Rep Training: Prioritize Your Selling Efforts
Cert Prep: Salesforce Certified Sales Representative: Prioritize Your Selling Efforts
Question # 20
A sales representative learns from a survey that a strategic customer has a low satisfactionscore because they are using only some of the products in their contract.What should the sales rep do first to improve customer satisfaction?
A. Offer a comprehensive demo of the products to the customer. B. Encourage the customer to purchase additional products. C. Add the customer to an educational marketing campaign.
Answer: C
Explanation: Adding the customer to an educational marketing campaign is the best
answer because it can help the customer learn more about the products they have
purchased and how to use them effectively. This can increase the customer’s satisfaction
and loyalty, as well as create opportunities for cross-selling and upselling in the future.
Offering a comprehensive demo of the products to the customer or encouraging the
customer to purchase additional products are not the best options, because they may
overwhelm or annoy the customer who is already dissatisfied with their current contract.
The sales rep should first focus on helping the customer get the most value out of the products they already have, and then explore their needs and challenges for potential
Rep Training: Prepare Your Team to Sell Successfully - Trailhead]
Question # 21
A sales representative is looking for ways to engage with a prospect at a greenfieldaccount on a digital platform.Which customer-centric approach should be used by the sales rep?
A. Promote a prospect's content on social media. B. Upsell to a prospect at an existing account. C. Send an email with content links to a prospect.
Answer: A
Explanation:
Promoting a prospect’s content on social media is a customer-centric approach that can be
used by the sales rep to engage with a prospect at a greenfield account on a digital
platform, because it shows that the sales rep is interested in the prospect’s work and
values their expertise. This can help to build rapport and trust with the prospect, and create
an opportunity for further conversation and relationship building. Upselling to a prospect at
an existing account or sending an email with content links to a prospect are not customercentric
approaches, because they are more focused on the sales rep’s own goals and
interests, rather than the prospect’s. Upselling to a prospect at an existing account is not
relevant to a greenfield account, which is a new account with no prior relationship or history
with the sales rep or the company. Sending an email with content links to a prospect may
be seen as spammy or intrusive, and may not capture the prospect’s attention or
A sales representative wants to foster team selling, increase customer satisfaction, anddecrease customer attrition at a critical account.Which business capability can help implement these goals?
A. Territory Management B. Account Planning C. Account and Contact Management
Answer: B
Explanation: Account planning is the business capability that can help a sales
representative foster team selling, increase customer satisfaction, and decrease customer
attrition at a critical account. Account planning is the process of creating and executing a
strategic plan for each key account, based on the account’s goals, challenges, needs, and
opportunities. Account planning helps the sales representative to align with the account
team, understand the customer’s business and industry, identify and prioritize the most
valuable opportunities, and deliver personalized solutions that drive customer success and
loyalty. References: [Sales Rep Training: Plan for Success], [Cert Prep: Salesforce
Certified Sales Representative: Plan for Success]
Question # 23
A sales representative spends time building their pipeline with many opportunities. Theirconversion percentage is fairly high, yet the total pipeline volume is far from their quota.Which strategy would help the sales rep increase their pipeline health?
A. Be patient knowing that the numbers will eventually improve over time. B. Challenge their manager about whether their sales quota is realistic. C. Analyze the potential deal size and decision makers' authority.
Answer: C
Explanation: Analyzing the potential deal size and decision makers’ authority is the best strategy to increase the pipeline health, because it can help the sales rep to prioritize the
most valuable and likely opportunities, and focus on influencing the key stakeholders who
can approve the purchase. This can increase the average deal size and the win rate, and
ultimately help the sales rep to achieve their quota. Being patient or challenging the
manager are not effective strategies, because they do not address the root cause of the
low pipeline volume, and may result in missed targets or reduced motivation. The sales rep
should take proactive actions to improve their pipeline quality and quantity, and seek
feedback and guidance from their manager if needed. References: Certification - Sales
A sales representative is having challenges getting access to the decision maker to close adeal.How can the sales rep convince their contact to make an introduction to the decisionmaker?
A. Focus the discussion on the contact's role and responsibilities. B. Share a customer success story based on real-world use cases and results. C. Increase the frequency of engagement with the contact.
Answer: B
Explanation: Sharing a customer success story is a powerful way to convince a contact to
make an introduction to the decision maker, as it demonstrates the value and credibility of
the sales rep’s solution. A customer success story should include the following elements:
the customer’s challenge, the solution they implemented, and the results they achieved.
The sales rep should also tailor the story to match the contact’s industry, role, and pain
points, and highlight how the solution can help them achieve their goals. By sharing a
customer success story, the sales rep can create a sense of urgency and curiosity in the
contact, and motivate them to introduce the sales rep to the decision maker who can
Cert Prep: Salesforce Certified Sales Representative, unit “Close Deals with
Value”.
Question # 26
A sales representative is challenged by a customer with a competitor's product andfeatures.Which skill does the sales rep need to address this challenge?
A. Sales acumen B. Product knowledge C. Forecasting
Answer: B
Explanation: Product knowledge is the skill that the sales rep needs to address this
challenge, because it enables the sales rep to confidently and convincingly explain how
their product is superior to the competitor’s product, and how it can better solve the
customer’s needs and challenges. The sales rep should be able to highlight the unique
features and benefits of their product, and differentiate it from the competitor’s product in
terms of value, quality, and performance. Sales acumen and forecasting are not the best
answers, because they are not directly related to the challenge of dealing with a customer
who is comparing products. Sales acumen is the ability to understand the sales process
and the customer’s behavior, and apply the best strategies and techniques to close the
deal. Forecasting is the ability to predict the future sales outcomes based on the current
A sales representative presented a solution and overcame the objections, but the prospectis still not completely ready to commit. The sales rep suspects the prospect is unsure aboutthe product and will want to return it. The sales rep decides to let the prospect try out theproduct for a predetermined period.Which type of close was chosen?
A. Summary B. Puppy Dog C. Assumptive
Answer: B
Explanation: A puppy dog close is a sales technique that involves letting the prospect try
out the product or service for a limited time, hoping that they will fall in love with it and buy
it. This type of close is often used for products that have a high emotional appeal, such as
cars, jewelry, or pets. The sales representative in this scenario chose a puppy dog close
because they suspected the prospect was unsureabout the product and wanted to give
them a chance to experience its benefits firsthand. References:
Cert Prep: Salesforce Certified Sales Representative, Unit 5: Close the Deal
A sales representative is trying to engage a prospect who is unresponsive to cold calls.Which approach can the sales rep take as an alternative to build interest and align on whya solution meets the prospect's needs?
A. Engage the prospect through different channels. B. Pause engagement and follow up at another time. C. Try calling the prospect at different times.
Answer: A
Explanation: If a prospect is unresponsive to cold calls, the sales rep can take an
alternative approach to build interest and align on why a solution meets the prospect’s
needs by engaging the prospect through different channels. Different channels can include
email, social media, text, video, or webinars. By using different channels, the sales rep can
increase the chances of reaching the prospect, capture their attention, and provide relevant
and personalized messages that showcase the value of the solution. The sales rep should
also research the prospect’s preferences, needs, and pain points, and use a multi-touch
strategy to nurture the relationship and move the prospect along the sales
A new sales representative is taking over an account and has a goal to develop arelationship with the key stakeholders previously managed by a different sales rep.What is the first step to building trust with these stakeholders?
A. Set up an introductory meeting and explain the reason for the transition. B. Review records the previous rep left to understand the needs of the stakeholders. C. Use a multi-channel approach to present an update on current product offerings.
Answer: A
Explanation: The first step to building trust with the key stakeholders of an account that is
being taken over by a new sales representative is to set up an introductory meeting and
explain the reason for the transition. This shows respect and transparency, and helps to
establish rapport and credibility with the stakeholders. The new sales representative should
also express appreciation for the opportunity to work with them, and demonstrate
enthusiasm and confidence. The introductory meeting is a chance to learn more about the
stakeholders’ roles, expectations, goals, and challenges, and to communicate how the new
sales representative can add value and support them. References: [Sales Rep Training:
Plan for Success], [Cert Prep: Salesforce Certified Sales Representative: Plan for Success]
Question # 30
A sales representative has spent countless hours on due diligence to make the appropriaterecommendation. At the last minute, the customer makes an unexpected objection. Thesales rep is surprised and wants to better understand where this objection is coming from.Which approach should the sales rep take?
A. Highlight customer success stories to build credibility. B. Revisit the discovery phase of the sales process. C. Acknowledge the objection and try to close with a different tactic.
Answer: B
Explanation: The discovery phase of the sales process is where the sales representative
uncovers the customer’s pain points, needs, goals, and challenges. By revisiting the
discovery phase, the sales rep can better understand where the objection is coming from,
and whether it is a valid concern or a hidden motive. Revisiting the discovery phase can
also help the sales rep restate the value proposition, reinforce the benefits of the solution,
and address any gaps or misunderstandings that may have caused the objection. The
other options are not effective approaches, as they may ignore the customer’s perspective,
damage the trust, or create more resistance. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Value Selling”
A sales representative is using a creative problem-solving process to help their customer uncover breakthrough solutions. What is the name of this approach?
A. Linear sales B. Design thinking C. Agile methodology
Answer: B
Explanation: Design thinking is a creative problem-solving process that involves
understanding the customer’s needs, challenges, and goals, and generating innovative
solutions that address them. Design thinking is based on five stages: empathize, define,
ideate, prototype, and test. By using design thinking, sales representatives can help their
customers discover new possibilities, overcome obstacles, and create value. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Use Design Thinking to
Solve Customer Problems”.
What is Design Thinking? — updated 2024 | IxDF
Design thinking, explained | MIT Sloan
Question # 32
A sales representative is using a creative problem-solving process to help their customeruncover breakthrough solutions.What is the name of this approach?
A. Linear sales B. Design thinking C. Agile methodology
Answer: B
Explanation: Design thinking is a creative problem-solving process that involves
understanding the customer’s needs, challenges, and goals, and generating innovative
solutions that address them. Design thinking is based on five stages: empathize, define,
ideate, prototype, and test. By using design thinking, sales representatives can help their
customers discover new possibilities, overcome obstacles, and create value. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Use Design Thinking to
Solve Customer Problems”.
What is Design Thinking? — updated 2024 | IxDF
Design thinking, explained | MIT Sloan
Question # 33
A sales representative delivers a proposal and is checking in with the prospect on theperceived value and alignment.At which stage are they in the sales process?
A. Connect B. Collaborate C. Confirm
Answer: C
Explanation: Confirming is the stage in the sales process where the sales representative
delivers the proposal and checks in with the prospect on the perceived value and
alignment. This stage is also known as the presentation or proposal stage, and it involves
demonstrating how the solution meets the prospect’s needs, goals, and challenges, and
addressing any objections or concerns. The sales representative should also confirm the decision criteria, timeline, and next steps with the prospect, and ask for their commitment to
move forward. Connecting is the stage where the sales representative identifies and
reaches out to potential prospects, and establishes rapport and trust. Collaborating is the
stage where the sales representative works with the prospect to understand their situation,
needs, and desired outcomes, and co-creates a solution that fits their
Training: Prepare Your Team to Sell Successfully - Trailhead]
Question # 35
What is an important consideration for a sales representative as they create a salesproposal?
A. To leverage a standard approach for all sales quotes and customer accounts B. To highlight how the solution addresses the customer's needs and challenges C. To include a detailed diagram and explanation of the sales process
Answer: B
Explanation: Highlighting how the solution addresses the customer’s needs and
challenges is an important consideration for a sales representative as they create a sales
proposal, because it shows the customer the value and benefits of the solution, and how it
can help them achieve their desired outcomes. The sales proposal should be customized
and tailored to the customer’s specific situation, and include relevant data, testimonials,
and case studies to support the value proposition. To leverage a standard approach for all
sales quotes and customer accounts or to include a detailed diagram and explanation of
the sales process are not the best answers, because they do not focus on the customer’s
needs and challenges, which are the primary drivers of the purchase decision. A standard
approach may not suit the customer’s unique requirements or preferences, and a detailed
diagram and explanation of the sales process may be too technical or complex for the
customer to understand or appreciate. References: Certification - Sales Representative -
A sales representative works at a heavily siloed company and is unable to gather insightsfor renewals.How should the sales rep improve data integrity in the pipeline working across silos?
A. Offer customer discounts to expedite the sale. B. Log in as the customer to review their data. C. Collaborate with other customer-facing teams.
Answer: C
Explanation: Data integrity is the accuracy, completeness, and consistency of data in the
pipeline. Data integrity is essential for effective forecasting, reporting, and decision making.
A sales representative who works at a heavily siloed company may face challenges in
gathering insights for renewals, such as customer satisfaction, usage, feedback, and
retention. To improve data integrity in the pipeline working across silos, the sales rep
should collaborate with other customer-facing teams, such as service, support, marketing,
and product. By sharing information and insights with these teams, the sales rep can gain a
holistic view of the customer’s needs, expectations, and challenges, and plan
accordinglyfor renewals. The other options are not effective ways to improve data integrity,
as they may compromise customer trust, violate privacy, or reduce profitability. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Assess Risks and
Opportunities”
[Sales Rep Training], unit “Create Effective Selling Habits”
Question # 37
A sales representative is asked by their sales manager to lead a cold-calling campaign.Where can the sales rep start?
Where can the sales rep start? A. Identify prospect pain points. B. Enter prospect leads into an auto dialer. C. Gather prospect contact information.
Answer: C
Explanation: Gathering prospect contact information is the best place to start for a sales
representative who is asked to lead a cold-calling campaign, because it is the first step in
identifying and reaching out to potential customers. The sales rep should use various
sources and methods to find the names, phone numbers, email addresses, and other
relevant details of the prospects who match their ideal customer profile. The sales rep
should also verify and update the contact information regularly, and track the results of their
calls. Identifying prospect pain points or entering prospect leads into an auto dialer are not
the best answers, because they are not the first steps in a cold-calling campaign.
Identifying prospect pain points is something that the sales rep should do during or after the
call, by asking open-ended questions and listening to the prospect’s needs and challenges.
Entering prospect leads into an auto dialer is a tool that the sales rep can use to automate
and streamline their calling process, but it requires having the prospect contact information
A sales representative wants to prioritize their leads based on the likelihood to buy.Which leads should be given the highest priority?
A. New-unqualified B. Marketing-qualified C. Sales-qualified
Answer: C
Explanation: Sales-qualified leads are leads that have been vetted by both marketing and
sales teams and have expressed a clear interest in buying. They have gone through the
stages of lead generation, lead nurturing, and lead qualification, and have met the criteria
for being ready to buy. Sales-qualified leads should be given the highest priority, as they
are the most likely to convert into customers and generate revenue. References:
Cert Prep: Salesforce Certified Sales Representative, unit “Sales Strategy and Planning”.
The Ultimate Guide to Lead Prioritization, section “Focus on inbound leads”.
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● Customer Engagement: 15%
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