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Which sales quota measurement focuses on the end result rather than the relationship with the customer?
A sales representative recently closed a deal and wants to measure how likely the customer would be to recommend the product. Which measurement should the sales rep use?
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Question 52 - Certified Sales Representative discussion

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A sales representative recently closed a deal and wants to measure how likely the customer would be to recommend the product.

Which measurement should the sales rep use?

A.
Net Promoter Score (NPS)
Answers
A.
Net Promoter Score (NPS)
B.
Customer Satisfaction Survey (CSAT)
Answers
B.
Customer Satisfaction Survey (CSAT)
C.
Customer Engagement Score (CES)
Answers
C.
Customer Engagement Score (CES)
Suggested answer: A

Explanation:

Net Promoter Score (NPS) is a metric that evaluates the loyalty and satisfaction of customers based on how likely they are to recommend a product or service to others. It is calculated by asking customers one question: "On a scale from 0 to 10, how likely are you to recommend this product/service to a friend or colleague?" Customers who respond with a 9 or 10 are considered promoters, customers who respond with a 7 or 8 are considered passives, and customers who respond with a 6 or lower are considered detractors. The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters. NPS can help sales reps identify their most enthusiastic and loyal customers, as well as those who are at risk of churn or dissatisfaction. NPS can also help sales reps generate referrals, testimonials, and reviews from their promoters, as well as improve their products and services based on the feedback from their detractors and passives.Reference:

What is Net Promoter Score (NPS)? How to Calculate & Interpret - Hotjar

Net Promoter Score (NPS): The Ultimate Guide - Qualtrics

What is Net Promoter Score (NPS) | Definition and Examples - ProductPlan

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asked 23/09/2024
Mahdi Far
32 questions
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