Salesforce Certified Sales Foundations Sales-101 Exam Practice Test
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Question 1
A sales representative proposes an engagement solution that works seamlessly across all media to a customer.
Which strategy supports the solution?
Answer : A
Multi-channel is the strategy that supports an engagement solution that works seamlessly across all media. Multi-channel means using different communication channels (such as email, phone, social media, web chat, etc.) to reach and interact with customers and prospects. Multi-channel helps to increase customersatisfaction, loyalty, and retention by providing them with convenience, choice, and consistency.Reference:https://www.salesforce.com/resources/articles/multichannel-marketing/#multichannel-marketing-definition
Question 2
A sales representative learns from a survey that a strategic customer has a low satisfaction score because they are using only some of the products in their contract.
What should the sales rep do first to improve customer satisfaction?
Answer : C
Adding the customer to an educational marketing campaign is the best answer because it can help the customer learn more about the products they have purchased and how to use them effectively. This can increase the customer's satisfaction and loyalty, as well as create opportunities for cross-selling and upselling in the future. Offering a comprehensive demo of the products to the customer or encouraging the customer to purchase additional products are not the best options, because they may overwhelm orannoy the customer who is already dissatisfied with their current contract. The sales rep should first focus on helping the customer get the most value out of the products they already have, and then explore theirneeds and challenges for potential additional solutions.Reference:Certification - Sales Representative - Trailhead, [Sales Rep Training: Prepare Your Team to Sell Successfully - Trailhead]
Question 3
A sales representative is looking for ways to engage with a prospect at a greenfield accounton a digital platform.
Which customer-centric approach should be used by the sales rep?
Answer : A
Promoting a prospect's content on social media is a customer-centric approach that can be used by the sales rep to engage with a prospect at a greenfield account on a digital platform, because it shows that the sales rep is interested in the prospect's work and values their expertise. This can help to build rapport and trust with the prospect, and create an opportunity for further conversation and relationship building. Upselling to a prospect at an existing account or sending an email with content links to a prospect are not customer-centric approaches, because they are more focused on the sales rep's own goals and interests, rather than the prospect's. Upselling to a prospect at an existing account is not relevant to a greenfield account, which is a new account with no prior relationship or history with the sales rep or the company. Sending an email with content links to a prospect may be seen as spammy or intrusive, and may not capture the prospect's attention or interest.Reference:Certification - Sales Representative - Trailhead,Sales Rep Training: Customer Engagement - Trailhead
Question 4
A sales representative is using a creative problem-solving process to help their customer uncover breakthrough solutions.
What is the name of this approach?
Answer : B
Design thinking is a creative problem-solving process that involves understanding the customer's needs, challenges, and goals, and generating innovative solutions that address them. Design thinking is based on five stages: empathize, define, ideate, prototype, and test. By using design thinking, sales representatives can help their customers discover new possibilities, overcome obstacles, and create value.Reference:
Cert Prep: Salesforce Certified Sales Representative, unit ''Use Design Thinking to Solve Customer Problems''.
What isDesign Thinking? --- updated 2024 | IxDF
Design thinking, explained | MIT Sloan
Question 5
A sales representative is struggling with forecast accuracy due toa lack of insight into the potential success of various opportunities.
Which technique will help improve the sales rep's forecasting accuracy?
Answer : C
One of the techniques that can help improve the sales rep's forecasting accuracy is implementing AI-based deal scoring systems, such as Salesforce Einstein. AI-based deal scoring systems use machine learningalgorithms to analyze historical and real-time data from various sources, such as CRM, email, calendar, and social media, and assign a score to each opportunity based on the likelihood of closing. The score reflects factors such as the customer's engagement level, buying signals, past behavior, and fit with the ideal customer profile. By using AI-based deal scoring systems, the sales rep can prioritize the most promising opportunities, focus on the best actions to move them forward, and forecast more accurately and confidently.Reference:
Improve Sales Forecasting Accuracy with These Best Practices, section ''Use AI to Score Deals''.
How to Improve Sales Forecasting Accuracy, section ''Use AI to Score Deals''.
Question 6
A forecast is based on the rollup of a set of opportunities.
What are three dimensionsin a forecast rollup?
Answer : B
A forecast is a projection of how much revenue you can generate in a quarter. A forecast rollup is the aggregation of a set of opportunities based on three dimensions: time, categories, and territories. Time refers to the fiscal period, such as month or quarter, that the forecast covers. Categories refer to the stages of the sales process, such as commit, best case, or pipeline. Territories refer to the sales regions or markets that the forecast applies to.Reference:
A Universal Containers sales representative is working with an account prospect to get them more comfortable with the company's offerings and solutions.
Which approach would help the sales rep educate the prospect about their offerings and solutions?
Answer : C
Sharing a current customer story for an account in a similar industry as the prospect is an approach that can help the sales rep educate the prospect about their offerings and solutions. A customer story is a testimonial or case study that showcases how the sales rep's solution helped a customer achieve their goals, overcome their challenges, and improve their situation. A customer story can help the prospect relate to the solution, understand its value, and trust its credibility.Reference:https://www.salesforce.com/resources/articles/customer-stories/#customer-stories-tips
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