Free Salesforce Sales-101 Practice Exam with Questions & Answers

Cold calling is the process of contacting potential customers who have not expressed any prior interest in your product or service. Cold calling can be a challenging but rewarding task for sales representatives, as it can help them generate new leads and opportunities. One of the benefits of cold calling is that phone calls provide immediate feedback whether the lead is worth pursuing or not. Unlike other methods of contact, such as email or social media, phone calls allow the sales rep to gauge the level of interest, need, and urgency of the prospect, as well as to address any objections or questions they may have. Phone calls also enable the sales rep to establish rapport and trust with the prospect, and to move them along the sales process more quickly and effectively. References:

Cert Prep: Salesforce Certified Sales Representative, unit “Generate Leads and Opportunities”

[Sales Rep Training], unit “Prepare Your Team to Sell Successfully”

Asking open-ended questions to understand the prospect’s challenges and goals is the approach that the sales rep should take during a discovery conversation with a prospect. A discovery conversation is a conversation thathelps to uncover information about the prospect’s situation, needs, pain points, and objectives. Asking open-ended questions is an effective way to elicit detailed and meaningful responses from the prospect, as well as to show interest and empathy for their challenges and goals.

A type of strategy that the sales rep should use when negotiating with a customer who has been unwilling to purchase additional products due to cost concerns is bundle pricing. Bundle pricing isa pricing strategy that involves offering a set of products or services together at a lower price than if they were sold separately. Bundle pricing can help the sales rep to increase the perceived value of the solution, cross-sell or upsell additional products or services, and differentiate from competitors. Bundle pricing can also help the customer to save money, simplify the purchase decision, and meet their needs more effectively. References: [Sales Rep Training: Negotiate and Close], [Cert Prep: Salesforce Certified Sales Representative: Negotiate and Close]

Price objections are related to the customer’s perception of the value of the solution and their ability or willingness to pay for it. Return on investment (ROI) is a measure of the value that the solution provides in relation to its cost. If the customer is concerned about ROI, it means they are not convinced that the solution is worth the price or that they can afford it. The sales representative should addressthis objection by demonstrating the value proposition of the solution, highlighting the benefits and outcomes that the customer can expect, and showing how the solution can help the customer achieve their goals and solve their problems. The sales representative should also explore the customer’s budget and decision-making process, and offer flexible payment options or discounts if possible. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]

Providing unique selling points to the prospect that add value each time is the approach thatthe sales rep should take to communicate with a key prospect. A unique selling point is a feature or benefit of the product that distinguishes it from competitors and appeals to the prospect’s pain points or needs. Providing unique selling points helps toshow how the product can help the prospect succeed and grow, as well as to persuade them to take action.

Realized value is the difference between the expected value and the actual value that the customer receives from using the solution. If the customer is experiencing issues with the solution, the sales rep should reassess the customer’s expected value based on the current situation, identify any gaps ordiscrepancies, and work with the customer to resolve themand ensure their satisfaction.References:https://www.salesforce.com/resources/articles/customer-success/#customer-success-metrics

Earning a deeper level of trust and access to decision makers within the customer’s organization is important for a sales representative in the context of deal management, because it canhelp the sales rep to enhance their understanding of the customer’s needs, challenges, goals, and preferences. This can enable the sales rep to tailor their solution and value proposition to the customer’s specific situation, and address any objections orconcerns that may arise during the sales process. It can also help the sales rep to influence the decision makers and persuade them to choose their solution over the competitors’. Increasing the sales rep’s personal network and influence or gaining accessto information about the customer’s competitors are not the best answers, because they are not directly related to the customer’s needs, which are the primary focus of deal management. The sales rep should use their network and influence to support the customer’s needs, not their own. The sales rep should also focus on differentiating their solution from the competitors’, rather than obtaining information about them. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]

Tracking which opportunities in their pipeline contain items that customers need for an event next month helps the sales rep manage risk by allowing them to expedite these deals if required. Expediting means accelerating or speeding up the delivery or completion of these deals to meet the customer’s urgent or specific needs. Expediting helps to ensure customer satisfaction, loyalty, and retention, as well as to increase revenue and profitability.References:https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management

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. References:

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”.

Customer needs are what thesales rep should focus on when qualifying a prospect who visited a company’s website and completed a form expressing interest in a product. Customer needs are the problems, challenges, goals, or desires that the prospect has and that the product can address. Focusing on customer needs helps to understand the value proposition of the product, build rapport and trust with the prospect, and determine their fit and readiness for the product.References:https://www.salesforce.com/resources/articles/sales-process/#qualify