Question # 1
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. |
B. Revisit the discovery phase of the sales process.
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.
Question # 2
How should a sales representative identify and generate new additions to the pipeline? | A. Conduct product demos. | B. Provide customer support. | C. Attend industry conferences. |
C. Attend industry conferences.
Explanation: Attending industry conferences is how a sales rep should identify and generate new additions to the pipeline. A pipeline is a set of opportunities or potential customers that a sales rep is pursuing or managing in order to close sales. Attending industry conferences helps to network with prospects or customers who are interested or involved in the same field or market as thesales rep, as well as to showcase their products or services, generate leads, and build relationships.
Question # 3
A sales representative identifies a strong business case for a customer and hosts a demo to show them potential offerings and solutions.
What is the next sales pipeline stage the sales rep should enter to summarize and address the potential customer's needs? | A. Lead Qualification | B. Prospecting | C. Proposal |
C. Proposal
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 buy.
Question # 4
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 |
B. Product knowledge
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 pipeline and historical data.
Question # 5
A sales representative has a customer who is indecisive about the proposed solution and hesitant to close the contract.
How should the sales rep convince the customer to find the solution invaluable and close the contract? | A. Offer promotional discounts. | B. Bundle additional products. | C. Extend a free trial. |
C. Extend a free trial.
Question # 6
Leadership at Universal Containers is pressuring sales representatives to maintain a healthy pipeline, Which best practice can the sales reps use to satisfy management? | A. Rely on marketing to identify and qualify inbound deals. | B. Keep dead deals open and move the next touchpoint dates forward. | C. Routinely scrub pipeline records and consistently disposition deals. |
C. Routinely scrub pipeline records and consistently disposition deals.
Explanation: Routinely scrubbing pipeline records and consistently dispositioning deals is a best practice that the sales reps can use to satisfy management and maintain a healthy pipeline. Scrubbing pipeline records means reviewing and updating the status, accuracy,
and quality of the opportunities in the pipeline. Dispositioning deals means moving the opportunities to the next stage, closing them as won or lost, or removing them from the pipeline. These practices help to ensure that the pipeline reflects the reality of the sales
situation, as well as to identify and prioritize the most promising opportunities.
Question # 7
A new sales representative is struggling to fill the top of their sales funnel. What is the potential benefit of revisiting dead opportunities? | A. To gain customer feedback and improve their approach | B. To determine if the customer needs have changed | C. To see it new decision makers are available |
B. To determine if the customer needs have changed
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