Pass the Salesforce Sales Professional Salesforce-Sales-Representative Questions and answers with CertsForce

Gathering prospect contact information is the best place to start for a sales representative whois asked to lead a cold-calling campaign, because it is the first step in identifying and reaching out to potential customers. The sales rep should use various sources and methods to find the names, phone numbers, email addresses, and other relevant details of the prospects who match their ideal customer profile. The sales rep should also verify and update the contact information regularly, and track the results of their calls. Identifying prospect pain points or entering prospect leads into an auto dialerare not the best answers, because they are not the first steps in a cold-calling campaign. Identifying prospect pain points is something that the sales rep should do during or after the call, by asking open-ended questions and listening to the prospect’s needs and challenges. Entering prospect leads into an auto dialer is a tool that the sales rep can use to automate and streamline their calling process, but it requires having the prospect contact information first. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]

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.References:https://www.salesforce.com/resources/articles/sales-champion/#sales-champion-definition

People are what the sales rep should focus on to create and maintain a trusted connection that supports the customer’s strategic priorities and requirements. People are the individuals or groups who are involved in or affected bythe customer’s business decisions, such as stakeholders, decision makers, influencers, endusers, etc. Focusing on people helps to understand their roles, needs, goals, preferences, and emotions, as well as to build rapport, trust, and loyalty with them.

A benefit is a part of a solution unit that clarifies how a specific customer will benefit from the solution proposed. A benefit is the value or advantage that the solution provides to the customer, such as saving time, money, or effort,or increasing productivity, quality, or satisfaction. A benefit should be specific, measurable, and relevant to the customer’s pain points and needs.References: https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition

QUESTIONNO: 23

A sales representative worked with a primary account for the past year. They want to make sure they continue providing the best possible service and value to the customer.

How can the sales rep comprehensively assess the effectiveness of their account management strategy?

A. Performance reviews with their team

B. Key performance indicators (KPIs)

C. Customer satisfaction surveys

Answer: B

Key performance indicators (KPIs) are measures that can help the sales rep comprehensively assess theeffectiveness of their account management strategy. KPIs are quantifiable metrics that reflect how well the sales rep is achieving their account management goals and objectives, such as revenue growth, customer retention, customer satisfaction, cross-selling, upselling, etc. KPIs help to track progress, identify strengths and weaknesses, and improve performance.References:https://www.salesforce.com/resources/articles/account-management/#account-management-kpis

Self-awareness, self-management, empathy, and skilled relationships are the four elements of emotional intelligence. Emotional intelligence is the ability to understand and manage one’s own emotions and those of others. Emotional intelligence helps to improve communication, collaboration, and influence in sales.References:https://trailhead.salesforce.com/en/content/learn/modules/emotional-intelligence/emotional-intelligence-introduction

Professional competency is the ability to demonstrate knowledge and skills that arerelevant and valuable to the customer. By collecting and processing information on products, competitors, and industries, a sales rep can show their expertise, credibility, and confidence in providing solutions that meet the customer’s needs and expectations. References:https://trailhead.salesforce.com/en/content/learn/modules/sales-representative-certification-prep/sales-representative-certification-prep-prepare-for-your-exam

A value map is a tool that can be used to build a business case by summarizing the benefits that the solution provides to thecustomer. A value map shows how the solution aligns with the customer’s strategic objectives, key performance indicators (KPIs), pain points, and needs. A value map also quantifies the expected outcomes and return on investment (ROI) for the customer.References:https://www.salesforce.com/resources/articles/value-selling/#value-selling-tools

Determining if the customer needs have changed is a potential benefit of revisiting dead opportunities. Dead opportunities are prospects who did not buy the product for various reasons, such as budget, timing, or fit. Revisiting dead opportunities can help to identify if their situation has changed, if their pain points have increased, or if they are more open to considering the product again.References:https://www.salesforce.com/resources/articles/lead-generation/#lead-generation-strategies

Asking questions to determine if they can get the deal backon track is the next step that the sales rep should take to address the objections from the customers after understanding their reasoning and negative emotional reaction. Asking questions helps to understand the root cause, scope, and impact of the objections, as well as to show empathy and respect for the customers’ concerns. Asking questions also helps to clarify any misunderstandings, provide relevant information, and propose solutions that address the objections.References:https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling

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 theygive 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. References: [Sales Rep Training: Handle Customer Issues], [Cert Prep: Salesforce Certified Sales Representative: Service and Support]