Question # 1 A sales representative recently closed a deal and wants to measure how likely the customer would be to recommend the product. A. Net Promoter Score (NPS)B. Customer Satisfaction Survey (CSAT)C. Customer Engagement Score (CES)
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A. Net Promoter Score (NPS)
Answer Description 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.
Question # 2 Which factor can the sales representative focus on to win the customer first and support their sales quota long term? A. Product evangelismB. Maximizing opportunitiesC. Customer experience
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C. Customer experience
Answer Description Explanation: Customer experience is the factor that the sales representative can focus on to win the customer first and support their sales quota long term, because it is the sum of all the interactions and emotions that the customer has with the sales representative and the company throughout the sales cycle and beyond. A positive customer experience can lead to customer satisfaction, loyalty, retention, and advocacy, which can result in repeat purchases, referrals, and testimonials. Product evangelism and maximizing opportunities are not the best answers, because they are more focused on the sales representative’s own goals and interests, rather than the customer’s. Product evangelism is about promoting the product’s features and benefits, but it may not address the customer’s specific needs or challenges. Maximizing opportunities is about increasing the contract value or volume, but it may not align with the customer’s budget or expectations.
Question # 3 Why is it important for a sales representative to follow their company's sales methodology? A. Creates consistent vision across sellersB. Understands different approaches for achieving the same goalC. Develops a better pipeline for growth
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A. Creates consistent vision across sellersQuestion # 4 How does understanding a customer's business strategies and goals help a sales representative scope a solution? A. Helps predict if the opportunity will close in the current quarterB. Tailors the sales pitch and offers to align with the customers objectivesC. Allows the sales rep to move on to their next deal more quickly
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B. Tailors the sales pitch and offers to align with the customers objectivesQuestion # 5 A sales representative is having a difficult time identifying the root cause of their customer's issue. The sales rep knows they need to first acknowledge the customer's experience and perspective.
What is the recommended action the sales rep should take next? A. Provide a product demo.B. Show empathy.C. Make recommendations.
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B. Show empathy.
Answer Description Explanation: When faced with a customer issue and after acknowledging the customer's experience, the recommended next step for a sales representative is to show empathy. Empathy involves understanding and sharing the feelings of another, which in this context means recognizing the impact of the issue on the customer and conveying genuine concern. This approach helps build a rapport and trust with the customer, demonstrating that the sales rep is not just focused on a transaction but cares about the customer's overall experience and success. Salesforce emphasizes the importance of empathy in customer interactions as a way to strengthen relationships and foster loyalty.
Question # 6 A company is struggling to acquire new customers. After careful analysis, it realizes its value proposition is not resonating with potential customers, so it develops a new value proposition. A. Lead quality scoreB. Customer satisfaction scoreC. Lead conversion rate
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C. Lead conversion rate
Answer Description Explanation: Lead conversion rate is a metric that the company should use to track the effectiveness of the new value proposition. A value proposition is a statement that summarizes how the product can solve the customer’s problems, fulfill their needs, and provide them with benefits that outweigh the costs. Lead conversion rate is a measure of how many leads (prospects who have shown interest in the product) become customers (prospects who have bought the product). Lead conversion rate helps to evaluate how well the value proposition resonates with potential customers and influences their purchase decisions.
Question # 7 A sales representative presented a solution and overcame the objections, but the prospect is still not completely ready to commit. The sales rep suspects the prospect is unsure about the product and will want to return it. The sales rep decides to let the prospect try out the product for a predetermined period. A. SummaryB. Puppy DogC. Assumptive
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B. Puppy Dog
Answer Description Explanation: A puppy dog close is a sales technique that involves letting the prospect try out the product or service for a limited time, hoping that they will fall in love with it and buy it. This type of close is often used for products that have a high emotional appeal, such as cars, jewelry, or pets. The sales representative in this scenario chose a puppy dog close because they suspected the prospect was unsure about the product and wanted to give them a chance to experience its benefits firsthand.
Question # 8 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? A. Highlight the benefits of the product to the customer.B. Ask pointed questions to identify customer interests.C. Discuss the customer's concerns with their internal team.
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B. Ask pointed questions to identify customer interests.
Answer Description 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.
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