Salesforce Certified Sales Representative Practice Test - Questions Answers, Page 6
List of questions
Question 51
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After a sales representative presents a proposal, the customer mentions return on investment as one of their concerns.
Which objection category does this fall into?
Explanation:
Price objections are related to the customer's perception of the value of the solution and their ability or willingness to pay for it. Return on investment (ROI) is a measure of the value that the solution provides in relation to its cost. If the customer is concerned about ROI, it means they are not convinced that the solution is worth the price or that they can afford it. The sales representative should address this objection by demonstrating the value proposition of the solution, highlighting the benefits and outcomes that the customer can expect, and showing how the solution can help the customer achieve their goals and solve their problems. The sales representative should also explore the customer's budget and decision-making process, and offer flexible payment options or discounts if possible.Reference:Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]
Question 52
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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?
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
Question 53
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A customer experiences issues with a product after the sale is complete. The sales representative and service team were not able to resolve the issue.
What is the best course of action in this scenario?
Explanation:
When a customer experiences issues with a product after the sale is complete, the sales representative should not pass the responsibility to the service team, nor should they give up on finding a solution. Instead, the sales representative should escalate the issue to higher-level stakeholders, such as managers, executives, or product experts, and work collaboratively with them and the service team to find a solution that satisfies the customer. This shows the customer that the sales representative cares about their success and is willing to go the extra mile to resolve the issue.Reference: [Sales Rep Training: Handle Customer Issues], [Cert Prep: Salesforce Certified Sales Representative: Service and Support]
Question 54
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When assessing the risks and opportunities of a deal, why is it important to consider the duration of a contract?
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.Reference:
Cert Prep: Salesforce Certified Sales Representative, unit "Assess Risks and Opportunities"
[Sales Rep Training], unit "Create Effective Selling Habits"
Question 55
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A sales representative's existing customer is opening offices in new regions.
What should the sales rep focus on to increase the contract value?
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.Reference:Certification - Sales Representative - Trailhead, [Sales Rep Training: Prepare Your Team to Sell Successfully - Trailhead]
Question 56
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A sales representative wants to gain access to new buyers by leveraging people who are loyal to them, likely to recommend their solution, and well respected in their organization.
Which type of customer does the sales rep want to target?
Explanation:
A champion is a type of customer who is loyal to the sales rep, likely to recommend their solution, and well respected in their organization. A champion can help the sales rep gain access to new buyers by influencing their decision-making process, providing referrals and testimonials, and advocating for the solution within their organization.
Reference: https://www.salesforce.com/resources/articles/sales-champion/#sales-champion-definition
Question 57
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After a number of meetings and conversations, a sales representative is invited to pitch to a prospective customer.
How should the sales rep build credibility with the prospect to better their chances of a successful pitch?
Explanation:
Basing the pitch on discovery research into the prospect's customers' challenges is a way to build credibility with the prospect and increase the chances of a successful pitch. This shows that the sales rep has done their homework, understands the prospect's business and market situation, and can provide solutions that can help them serve their customers better.
Reference: https://www.salesforce.com/resources/articles/sales-pitch/#sales-pitch-tips
Question 58
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What is the desired outcome of an upsell proposal?
Explanation:
The desired outcome of an upsell proposal is to optimize existing product offerings by selling more features or services to an existing customer. Upselling helps to increase customer satisfaction, loyalty, and retention by providing them with more value and benefits from the product. Upselling also helps to increase revenue and profitability for the sales rep and the company.
Reference: https://www.salesforce.com/resources/articles/upselling/#upselling-definition
Question 59
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A customer's order was sent to the incorrect warehouse for fulfillment. The order has yet to be fulfilled.
What should the sales representative check to fulfill the order through a different warehouse?
Explanation:
Product inventory is what the sales rep should check to fulfill the order through a different warehouse. Product inventory shows the availability and location of the product in different warehouses. Checking product inventory helps to ensure that the order can be fulfilled in a timely and efficient manner, as well as to avoid any delays or errors.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-essentials-basics/salesforce-essentials-sales-process
Question 60
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A Universal Containers sales representative is working with an account prospect to get them more comfortable with the company's offerings and solutions.
Which approach would help the sales rep educate the prospect about their offerings and solutions?
Explanation:
Sharing a current customer story for an account in a similar industry as the prospect is an approach that can help the sales rep educate the prospect about their offerings and solutions. A customer story is a testimonial or case study that showcases how the sales rep's solution helped a customer achieve their goals, overcome their challenges, and improve their situation. A customer story can help the prospect relate to the solution, understand its value, and trust its credibility.
Reference: https://www.salesforce.com/resources/articles/customer-stories/#customer-stories-tips
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