After a sales representative presents a value proposition to customers, they raise some objections. The sales rep understands their reasoning and negative emotional reaction.
Which step should the sales rep take next to address these objections?
A. Ask questions to determine if they can get the deal back on track.
B. Stand by the solution and point out their misunderstanding.
C. Compare risks and benefits using features, advantages, and benefits (FAB).
Correct Answer: A
Asking questions to determine if they can get the deal back on 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
Question 52:
How should a sales representative use a client profile during the sales process?
A. To create messages that appeal to a broad audience
B. To build a standard message to maximize return on investment (ROI)
C. To tailor a message to meet a target audience's needs
Correct Answer: C
Tailoring a message to meet a target audience's needs is how a sales rep should use a client profile during the sales process. A client profile is a document that summarizes the characteristics, preferences, and behaviors of a specific segment or group of customers. A message is a communication or presentation that the sales rep delivers to the customers to persuade them to buy their product or service. Tailoring a message helps to show relevance, value, and differentiation to the target audience, as well as to capture their attention and interest.
Question 53:
A sales representative wants to gain access to new buyers by leveraging people who are loyal to them, likely to recommend their solution, and well respected in their organization.
A. Supportive
B. Champion
C. Favorable
Correct Answer: B
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
Question 54:
A sales representative clarifies how a specific customer will benefit from the solution proposed.
Which part of a solution unit is the sales rep using?
A. Application
B. Fact
C. Benefit
Correct Answer: C
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.
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
Correct Answer: B
Key performance indicators (KPIs) are measures that can help the sales rep comprehensively assess the effectiveness 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.
After a number of meetings and conversations, a sales representative is invited to pitch to a prospective customer.
How should the sales rep build credibility with the prospect to better their chances of a successful pitch?
A. Base the pitch on what the prospect has explicitly told them in previous conversations.
B. Base the pitch on the sales rep's company's proven, most successful product lines.
C. Base the pitch on discovery research into the prospect's customers' challenges.
Correct Answer: C
Basing the pitch on discovery research into the prospect's customers' challenges is a way to build credibility with the prospect and increase the chances of a successful pitch. This shows that the sales rep has done their homework,
understands the prospect's business and market situation, and can provide solutions that can help them serve their customers better.
Which first step should a sales representative take to gain insight on potential customers?
A. Conduct stakeholder interviews.
B. Analyze data about customers.
C. Create customer success plans.
Correct Answer: B
Analyzing data about customers is the first step that a sales rep should take to gain insight on potential customers. Data analysis is the process of collecting, processing, and interpreting information about customers using various sources and methods, such as CRM systems, web analytics, social media, surveys, etc. Data analysis helps to understand customers' demographics, behaviors, preferences, needs, etc., as well as to segment them into groups based on their similarities or differences. References: https://www.salesforce.com/resources/articles/customer-analysis/#customer-analysis-definition
Question 58:
A sales representative has a pipeline with a mix of opportunities at various stages.
The sales rep wants to improve stage velocity.
What should the sales rep do to improve stage velocity?
A. Sort deals by size and focus on the largest ones first.
B. Obtain guidance from a manager and create a follow-up cadence.
C. Survey customers and engage them when the customer requests.
Correct Answer: B
Obtaining guidance from a manager and creating a follow-up cadence is what the sales rep should do to improve stage velocity. Stage velocity is the measure of how fast an opportunity moves from one stage to another in the sales process.
Obtaining guidance from a manager helps to get feedback, advice, and support on how to advance the opportunity. Creating a follow-up cadence helps to maintain communication, engagement, and momentum with the customer.
A sales representative is given an objection and shows respect for the customer's opinion.
What level of listening is the sales rep leveraging?
A. Attentive
B. Selective
C. Empathetic
Correct Answer: C
Empathetic listening is the level of listening that the sales rep is leveraging when they show respect for the customer's opinion after receiving an objection. An objection is a reason or concern that the customer has for not buying the product or service that the sales rep offers. Empathetic listening is a type of listening that involves understanding and sharing the feelings and emotions of the customer, as well as acknowledging and validating their perspective. Empathetic listening helps to build trust and rapport, reduce resistance, and resolve objections.
Question 60:
During a sales cycle, a sales representative may be required to handle objections from the customer to close the deal.
What is an effective way to handle an objection?
A. Ask questions to characterize the issue.
B. Propose an alternative product.
C. Offer friendlier terms and a lower price.
Correct Answer: A
Asking questions to characterize the issue is an effective way to handle an objection from the customer. Asking questions helps to understand the root cause, scope, and impact of the objection, as well as to show empathy and respect for the
customer's concerns. Asking questions also helps to clarify any misunderstandings, provide relevant information, and propose solutions that address the objection.
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