Pass the Salesforce Sales Professional Sales-101 Questions and answers with ExamsMirror

Highlighting how the solution addresses the customer’s needs and challenges is an important consideration for a sales representative as they create a sales proposal, because it shows thecustomer the value and benefits of the solution, and how it can help them achieve their desired outcomes. The sales proposal should be customized and tailored to the customer’s specific situation, and include relevant data, testimonials, and case studies to support the value proposition. To leverage a standard approach for all sales quotes and customer accounts or to include a detailed diagram and explanation of the sales process are not the best answers, because they do not focus on the customer’s needs and challenges, which are the primary drivers of the purchase decision. A standard approach may not suit the customer’s unique requirements or preferences, and a detailed diagram and explanation of the sales process may be too technical or complex for the customer to understand or appreciate. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]

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

The create phase of the sales process is where the sales representative works to understand the prospect’s pain points, desired outcomes, and emotional drivers. This phase involves asking open-ended questions, conducting discovery sessions, and identifyingthe prospect’s challenges and goals. The create phase helps the sales representative to build rapport and trust with the prospect, and to uncover the value proposition and the solution fit for their needs. References:

Sales Rep Training: Define the Scope of a Solution, unit “Use Discovery to Understand Customer Needs”.

Cert Prep: Salesforce Certified Sales Representative, unit “Define the Scope of a Solution”.

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”.

In an industry that's rapidly changing and with increasing channels to engage customers, a junior sales representative can identify the most effective communication methods by collaborating with internal departments. Teams such as marketing, customer service, and others who interact with customers can provide insights into customer preferences and effective communication strategies. This collaborative approach allows for a broader understanding of customer behaviors and trends, leading to more tailored and effective engagement strategies. Salesforce encourages cross-departmental collaboration to leverage diverse insights and expertise, enhancing customer engagement efforts.

A cold call is a phone call to a potential customer who has not expressed any prior interest in your product or service. The key elements of a successful cold call are a compelling hook and open-ended questions. A compelling hook is a brief statement that captures the attention of the prospect and shows them how your product or service can solve their problem or meet their need. Open-endedquestions are questions that require more than a yes or no answer, and that encourage the prospect to share more information about their situation, goals, challenges, and preferences. By using a compelling hook and open-ended questions, you can engage theprospect, build rapport, qualify them as a lead, and move them to the next stage of the sales process. References:

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

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

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.References: https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition

QUESTIONNO: 23

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

Answer: B

Key performance indicators (KPIs) are measures that can help the sales rep comprehensively assess theeffectiveness 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.References:https://www.salesforce.com/resources/articles/account-management/#account-management-kpis

Asking questions to characterize the issue is an effective way tohandle 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.References:https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling

A value map is a tool that can be used to build a business case by summarizing the benefits that the solution provides to thecustomer. A value map shows how the solution aligns with the customer’s strategic objectives, key performance indicators (KPIs), pain points, and needs. A value map also quantifies the expected outcomes and return on investment (ROI) for the customer.References:https://www.salesforce.com/resources/articles/value-selling/#value-selling-tools

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

A challenge that the sales rep could encounter when developing the scope of a sales solution for a new customer who has provided an abundance of information about their company’s goals and objectives is the available discounts and payment terms to offer to the customer. The sales rep needs to balance the customer’s budget and expectations with the company’s profitability and policies. The sales rep also needs to consider the competitive landscape, the value proposition, and the customer’s decision criteria.The sales rep should consult with their manager or team to determine the bestpricing strategy and negotiation tactics for the deal. References: [Sales Rep Training: Negotiate and Close], [Cert Prep: Salesforce Certified Sales Representative: Negotiate and Close]