A sales representative is aware of an upcoming end-of-contract period for a key customer.
How should the sales rep adapt their sales activities to address this change?
A. Wait for the contract to expire before engaging with the customer.
B. Focus on finding new customers to replace the potentially last contract.
C. Proactively engage with the customer to renew or expand the contract.
Correct Answer: C
Proactively engaging with the customer to renew or expand the contract is how the sales rep should adapt their sales activities to address the upcoming end-of-contract period for a key customer. Proactively engaging means reaching out to the customer before the contract expires, and initiating a conversation about their satisfaction, needs, and goals. This helps to build trust and loyalty, demonstrate value and differentiation, and identify opportunities to renew or upsell the contract. References: https://www.salesforce.com/resources/articles/account-management/#account-management-renewals
Question 32:
How can a sales representative begin a confirming question?
A. "Tell me more about..."
B. "What I hear you saying is..."
C. "What do you mean when...'
Correct Answer: B
"What I hear you saying is..." is a way to begin a confirming question. A confirming question is a question that helps to verify or validate what the customer says or means. A confirming question helps to show understanding, empathy, and respect for the customer's concerns, as well as to avoid confusion, misunderstanding, or miscommunication. References: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
Question 33:
Universal Containers (UC) is starting its third fiscal quarter and wants to ensure its sales representatives' territory plans will be successful.
Which activity should UC and its sales reps review mid-year to ensure success?
A. Survey the sales team and get recommendations.
B. Change plans to provide a fresh view on each account.
C. Assess prospect and account quality to prioritize leads.
Correct Answer: C
Assessing prospect and account quality to prioritize leads is an activity that can help ensure sales success mid-year by focusing on the most promising opportunities and allocating resources accordingly. Assessing prospect and account
quality involves evaluating factors such as fit, interest, urgency, and authority, and ranking leads based on their likelihood and readiness to buy.
A sales representative wants to drive the adoption of a new product with a customer.
How should the sales rep address the customer's question: "What's in it for me?"
A. Offer a product sample.
B. Articulate the business value.
C. Provide product documentation.
Correct Answer: B
Articulating the business value is how the sales rep should address the customer's question: "What's in it for me?" Business value is the benefit or advantage that the product provides to the customer in terms of improving their situation,
solving their problems, fulfilling their needs, or achieving their goals. Articulating the business value helps to show the customer how the product can help them succeed and grow.
A sales representative is working to understand a prospect's pain points, desired outcomes, and emotional drivers.
In which phase of the sales process is this deal?
A. Connect
B. Create
C. Collaborate
Correct Answer: B
Create is the phase of the sales process where this deal is when the sales rep is working to understand a prospect's pain points, desired outcomes, and emotional drivers. Create is the phase where the sales rep presents and demonstrates how their product can address the prospect's pain points and needs, and deliver tangible benefits and outcomes. Create is also where the sales rep builds rapport and trust with the prospect by showing empathy and understanding of their emotional drivers. References: https://www.salesforce.com/resources/articles/sales-process/#sales-process-stages
Question 36:
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.
Correct Answer: C
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 the sales rep, as well as to showcase their products or services, generate leads, and build relationships.
Question 37:
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?
A. Supply product references.
B. Schedule new product demo.
C. Dispatch service technician.
Correct Answer: A
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. References: https://www.salesforce.com/resources/articles/customer-stories/#customer-stories-definition
Question 38:
A sales representative uses job titles as an indicator to qualify leads.
Which relevant information does the job title typically indicate about the lead to the sales rep?
A. Whether the lead is engaged in the sales process
B. Whether the lead is based within their region
C. Whether the lead has sufficient buying power
Correct Answer: C
Whether the lead has sufficient buying power is the relevant information that the job title typically indicates about the lead to the sales rep. A lead is a prospect who has shown interest in the product or service that the sales rep offers. A job title is a designation or position that a person holds in an organization or company. A job title helps to indicate whether the lead has sufficient buying power, which means that they have the authority or influence to make a purchase decision or approve a budget for the product or service.
Question 39:
How does a sales representative determine if a customer might be a valid prospect for the product?
A. Review the customer's website and tell the prospect that the product will solve their problems.
B. Understand the customer's pain points and what they attempted in the past that was unsuccessful.
C. Uncover what the customer is planning to do and the executive staff's purchasing preferences.
Correct Answer: B
Understanding the customer's pain points and what they attempted in the past that was unsuccessful is a way to determine if a customer might be a valid prospect for the product. This helps to identify the customer's needs, challenges, goals,
and motivations, as well as to assess their fit and readiness for the product. This also helps to position the product as a solution that can address their pain points and provide value.
A sales representative receives an objection and encourages the customer to elaborate on their hesitation and responses.
Which type of questions are they leveraging?
A. Change
B. Clarifying
C. Confirming
Correct Answer: B
Clarifying questions are the type of questions that the sales rep is leveraging when they encourage the customer to elaborate on their hesitation and responses. Clarifying questions are questions that help to understand, verify, or confirm the information or meaning of what the customer says. Clarifying questions help to avoid confusion, misunderstanding, or miscommunication, as well as to provide relevant information or solutions. References: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
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