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Salesforce Certified Sales Representative Sample Questions (Q18-Q23):
NEW QUESTION # 18
A sales representative recently closed a deal and wants to measure how likely the customer would be to recommend the product.
Which measurementshould the sales rep use?
Answer: B
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. NPScan 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. References:
* 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
NEW QUESTION # 19
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?
Answer: A
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. Reference:
Sales Rep Training: Create Effective Selling Habits
Sales Pipeline Stages: A Visual Guide
NEW QUESTION # 20
A sales representative is having a difficult time identifying the root cause of their customer's issue. Thesales rep knows they need to first acknowledge the customer's experience and perspective.
What is the recommended action the sales rep should take next?
Answer: A
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 impactof the issue on the customer and conveying genuine concern. This approach helps build a rapport and trust with the customer, demonstrating that thesales 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.
NEW QUESTION # 21
What is the desired outcome of an upsell proposal?
Answer: C
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 toincrease revenue and profitability for the sales rep and the company.References:https://www.salesforce.com/resources/articles
/upselling/#upselling-definition
NEW QUESTION # 22
A customer has questions about the features of one product they are evaluating.
What is the first step the sales representative should take to address this?
Answer: C
Explanation:
Supplying product references is the first step that the sales rep should take to address a customer's questions about the features of one product they are evaluating. Product references are testimonials or case studies from existing customers who have used the product and can vouch for its features and benefits. Product references help to answer questions, provide proof points, build trust and credibility, and influence purchase decisions. Reference: https://www.salesforce.com/resources/articles/customer-stories/#customer-stories-definition
NEW QUESTION # 23
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