A sales representative is looking for ways to engage with a prospect at a greenfield account 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 beused by the sales rep to engage with a prospect at a greenfield account on a digitalplatform, because it shows that the sales rep is interested in the prospect’s work andvalues their expertise. This can help to build rapport and trust with the prospect, and createan opportunity for further conversation and relationship building. Upselling to a prospect atan existing account or sending an email with content links to a prospect are not customercentricapproaches, because they are more focused on the sales rep’s own goals andinterests, rather than the prospect’s. Upselling to a prospect at an existing account is notrelevant to a greenfield account, which is a new account with no prior relationship or historywith the sales rep or the company. Sending an email with content links to a prospect maybe seen as spammy or intrusive, and may not capture the prospect’s attention orinterest. References: Certification - Sales Representative - Trailhead, Sales Rep Training:Customer Engagement - Trailhead
Question # 22
A sales representative wants to foster team selling, increase customer satisfaction, and decrease 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 salesrepresentative foster team selling, increase customer satisfaction, and decrease customerattrition at a critical account. Account planning is the process of creating and executing astrategic plan for each key account, based on the account’s goals, challenges, needs, andopportunities. Account planning helps the sales representative to align with the accountteam, understand the customer’s business and industry, identify and prioritize the mostvaluable opportunities, and deliver personalized solutions that drive customer success andloyalty. References: [Sales Rep Training: Plan for Success], [Cert Prep: SalesforceCertified Sales Representative: Plan for Success]
Question # 23
A sales representative spends time building their pipeline with many opportunities. Their conversion 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 themost valuable and likely opportunities, and focus on influencing the key stakeholders whocan approve the purchase. This can increase the average deal size and the win rate, andultimately help the sales rep to achieve their quota. Being patient or challenging themanager are not effective strategies, because they do not address the root cause of thelow pipeline volume, and may result in missed targets or reduced motivation. The sales repshould take proactive actions to improve their pipeline quality and quantity, and seekfeedback and guidance from their manager if needed. References: Certification - SalesRepresentative - Trailhead, [Sales Rep Training: Create Effective Selling Habits -Trailhead]
Question # 24
A forecast is based on the rollup of a set of opportunities. What are three dimensions in a forecast rollup?
A. Contacts, product family, and revenue B. Time, categories, and territories C. Quotes, contacts, and territories
Answer: B Explanation: A forecast is a projection of how much revenue you can generate in aquarter. A forecast rollup is the aggregation of a set of opportunities based on threedimensions: time, categories, and territories. Time refers to the fiscal period, such as monthor quarter, that the forecast covers. Categories refer to the stages of the sales process,such as commit, best case, or pipeline. Territories refer to the sales regions or markets thatthe forecast applies to. References:Certification - Sales Representative - TrailheadCert Prep: Salesforce Certified Sales Representative - Trailhead[Forecasting Guide - Salesforce Help]
Question # 25
A sales representative is having challenges getting access to the decision maker to close a deal. How can the sales rep convince their contact to make an introduction to the decision maker?
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 tomake an introduction to the decision maker, as it demonstrates the value and credibility ofthe 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 painpoints, and highlight how the solution can help them achieve their goals. By sharing acustomer success story, the sales rep can create a sense of urgency and curiosity in thecontact, and motivate them to introduce the sales rep to the decision maker who canbenefit from the solution as well. References:Sales Rep Training: Create Effective Selling Habits, unit “Use Customer SuccessStories to Sell with Value”.Cert Prep: Salesforce Certified Sales Representative, unit “Close Deals withValue”.
Question # 26
A sales representative is challenged by a customer with a competitor's product and features. 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 thischallenge, because it enables the sales rep to confidently and convincingly explain howtheir product is superior to the competitor’s product, and how it can better solve thecustomer’s needs and challenges. The sales rep should be able to highlight the uniquefeatures and benefits of their product, and differentiate it from the competitor’s product interms of value, quality, and performance. Sales acumen and forecasting are not the bestanswers, because they are not directly related to the challenge of dealing with a customerwho is comparing products. Sales acumen is the ability to understand the sales processand the customer’s behavior, and apply the best strategies and techniques to close thedeal. Forecasting is the ability to predict the future sales outcomes based on the currentpipeline and historical data. References: Certification - Sales Representative - Trailhead,[Sales Rep Training: Create Effective Selling Habits - Trailhead]
Question # 27
A sales representative presented a solution and overcame the objections, but the prospect is still not completely ready to commit. The sales rep suspects the prospect is unsure about the product and will want to return it. The sales rep decides to let the prospect try out the product 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 tryout the product or service for a limited time, hoping that they will fall in love with it and buyit. This type of close is often used for products that have a high emotional appeal, such ascars, jewelry, or pets. The sales representative in this scenario chose a puppy dog closebecause they suspected the prospect was unsureabout the product and wanted to givethem a chance to experience its benefits firsthand. References:Cert Prep: Salesforce Certified Sales Representative, Unit 5: Close the Deal[Sales Rep Training], Unit 2: Close the DealSalesforce Certified Sales Representative Exam Guide, Section 5: Closing Deals
Question # 28
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 why a 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 analternative approach to build interest and align on why a solution meets the prospect’sneeds by engaging the prospect through different channels. Different channels can includeemail, social media, text, video, or webinars. By using different channels, the sales rep canincrease the chances of reaching the prospect, capture their attention, and provide relevantand personalized messages that showcase the value of the solution. The sales rep shouldalso research the prospect’s preferences, needs, and pain points, and use a multi-touchstrategy to nurture the relationship and move the prospect along the salescycle. References: [Sales Rep Training: Generate Leads], [Cert Prep: Salesforce CertifiedSales Representative: Generate Leads]
Question # 29
A new sales representative is taking over an account and has a goal to develop a relationship 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 isbeing taken over by a new sales representative is to set up an introductory meeting andexplain the reason for the transition. This shows respect and transparency, and helps toestablish rapport and credibility with the stakeholders. The new sales representative shouldalso express appreciation for the opportunity to work with them, and demonstrateenthusiasm and confidence. The introductory meeting is a chance to learn more about thestakeholders’ roles, expectations, goals, and challenges, and to communicate how the newsales 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 appropriate recommendation. At the last minute, the customer makes an unexpected objection. The sales 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 representativeuncovers the customer’s pain points, needs, goals, and challenges. By revisiting thediscovery 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 canalso 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. Theother 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”[Sales Rep Training], unit “Sell with Value”Salesforce Certified Sales Representative Exam Guide, section “Value Selling”