Salesforce Certified Sales Representative Practice Test - Questions Answers, Page 2
List of questions
Question 11
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Before a sales representative can close a deal, they are providing the deadlines, payment schedule agreement, and requirements of the engagement.
Which document is the sales rep preparing to finalize this deal?
Explanation:
A statement of work is a document that the sales rep prepares to finalize a deal with the customer. A statement of work defines the scope, deliverables, timeline, and terms of the engagement between the sales rep's company and the customer. A statement of work helps to clarify expectations, responsibilities, and obligations for both parties, as well as to prevent any misunderstandings or disputes.
Reference: https://www.salesforce.com/resources/articles/statement-of-work/#statement-of-work-definition
Question 12
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A sales representative has a pipeline with a mix of opportunities at various stages.
The sales rep wants to improve stage velocity.
What should the sales rep do to improve stage velocity?
Explanation:
Obtaining guidance from a manager and creating a follow-up cadence is what the sales rep should do to improve stage velocity. Stage velocity is the measure of how fast an opportunity moves from one stage to another in the sales process. Obtaining guidance from a manager helps to get feedback, advice, and support on how to advance the opportunity. Creating a follow-up cadence helps to maintain communication, engagement, and momentum with the customer.
Reference: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-metrics
Question 13
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A sales representative wants to drive the adoption of a new product with a customer.
How should the sales rep address the customer's question: 'What's in it for me?'
Explanation:
Articulating the business value is how the sales rep should address the customer's question: "What's in it for me?" Business value is the benefit or advantage that the product provides to the customer in terms of improving their situation, solving their problems, fulfilling their needs, or achieving their goals. Articulating the business value helps to show the customer how the product can help them succeed and grow.
Reference: https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition
Question 14
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A sales representative receives an objection and encourages the customer to elaborate on their hesitation and responses.
Which type of questions are they leveraging?
Explanation:
Clarifying questions are the type of questions that the sales rep is leveraging when they encourage the customer to elaborate on their hesitation and responses. Clarifying questions are questions that help to understand, verify, or confirm the information or meaning of what the customer says. Clarifying questions help to avoid confusion, misunderstanding, or miscommunication, as well as to provide relevant information or solutions.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
Question 15
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A sales representative qualifies a prospect before moving to the next stage of the sales process.
What key factors should a sales rep consider when assessing the probability of winning the business?
Explanation:
Approved budget, authority, business need, and timing are key factors that the sales rep should consider when assessing the probability of winning the business. These factors are also known as BANT criteria, which are used to qualify a prospect as a potential customer. Approved budget means that the prospect has enough money to buy the product. Authority means that the prospect has the power or influence to make a purchase decision. Business need means that the prospect has a problem or challenge that the product can solve. Timing means that the prospect is ready or willing to buy within a reasonable time frame.
Reference: https://www.salesforce.com/resources/articles/sales-process/#qualify
Question 16
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A sales representative wants to track which opportunities in their pipeline contain items that customers need for an event next month.
How does tracking this help the sales rep manage risk?
Explanation:
Tracking which opportunities in their pipeline contain items that customers need for an event next month helps the sales rep manage risk by allowing them to expedite these deals if required. Expediting means accelerating or speeding up the delivery or completion of these deals to meet the customer's urgent or specific needs. Expediting helps to ensure customer satisfaction, loyalty, and retention, as well as to increase revenue and profitability.
Reference: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management
Question 17
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How can a sales representative begin a confirming question?
Explanation:
"What I hear you saying is..." is a way to begin a confirming question. A confirming question is a question that helps to verify or validate what the customer says or means. A confirming question helps to show understanding, empathy, and respect for the customer's concerns, as well as to avoid confusion, misunderstanding, or miscommunication.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
Question 18
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Which sales quota measurement focuses on the end result rather than the relationship with the customer?
Explanation:
A sales quota is a target or goal that a sales representative or a sales team is expected to achieve within a given period of time. Sales quotas can be measured by different criteria, such as revenue, profit, units sold, market share, or customer satisfaction. A lead conversion rate is the percentage of leads that become customers. This is a sales quota measurement that focuses on the end result rather than the relationship with the customer, as it reflects the final outcome of the sales process. The other options are sales quota measurements that focus on the relationship with the customer, as they reflect the activities and interactions that the sales representative or the sales team performs to engage and nurture the leads.Reference:
Cert Prep: Salesforce Certified Sales Representative, unit "Assess Risks and Opportunities"
[Sales Rep Training], unit "Create Effective Selling Habits"
Salesforce Certified Sales Representative Exam Guide, section "Assess Risks and Opportunities"
Question 19
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A sales representative is having a difficult conversation with a customer who is delaying making a decision to move forward without providing much detail.
What should the sales rep do to uncover why the customer is delaying the decision?
Explanation:
Asking pointed questions to identify customer interests is what the sales rep should do to uncover why the customer is delaying the decision. Pointed questions are questions that are direct, specific, and focused on a particular topic or issue. Pointed questions help to get to the core of the customer's hesitation, concerns, or objections, as well as to provide relevant information or solutions that can persuade them to take action.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
Question 20
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When a sales representative faces an objection, what is an effective first step to overcome it?
Explanation:
Acknowledging the objection and asking follow-up questions is an effective first step to overcome an objection from the customer. Acknowledging the objection helps to show empathy and respect for the customer's concerns, as well as to avoid confrontation or defensiveness. Asking follow-up questions helps to understand the root cause, scope, and impact of the objection, as well as to clarify any misunderstandings or misinformation.
Reference: https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling
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