A sales representative is working with a customer who has recently placed an order. The customer informs the sales rep that they have unique tax requirements.
How should the sales rep proceed to ensure a successful booking and fulfillment process?
A. Acknowledge the tax requirements, but proceed with the standard process because the sales rep is unable to change company policies.
B. Redirect the customer to address their tax requirements with the appropriate department internally within the company.
C. Work closely with the relevant departments to address the tax requirements and ensure accurate order processing.
A sales representative has a list of prospects to cold call but is unsure whether the task is beneficial. After a discussion with their mentor, the sales rep has the information they need and is ready to get started.
What is one benefit of cold calling?
A. Key decision makers usually respond more readily to phone calls.
B. Phone calls provide immediate feedback whether the lead is worth pursuing.
C. Phone calls are a quicker and more scalable method of contact.
Explanation: 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.
A customer experiences issues with a product after the sale is complete. The sales representative and service team were not able to resolve the issue.
What is the best course of action in this scenario?
A. Acknowledge the issue and explain to the customer that service is responsible for fixing it.
B. Escalate the issue to higher-level stakeholders and work collaboratively to find a solution.
C. Highlight that all procedural processes have been completed and there is nothing more they can do until more details are known.
Explanation: When a customer experiences issues with a product after the sale is complete, the sales representative should not pass the responsibility to the service team, nor should they give up on finding a solution. Instead, the sales representative should escalate the issue to higher-level stakeholders, such as managers, executives, or product experts, and work collaboratively with them and the service team to find a solution that satisfies the customer. This shows the customer that the sales representative cares about their success and is willing to go the extra mile to resolve the issue.
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?
A. Tell the prospect about similar industry solutions, even if some may not be relevant.
B. Try to impress the prospect by using their industry's jargon when describing each offering.
C. Share a current customer story for an account in a similar industry as the prospect.
Explanation: 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.
A sales representative is using elicitation techniques to gain a better understanding of their customer's business strategies, goals, initiatives, and challenges.
What are three elicitation techniques the sales rep should use?
A. Processing, pace analysis, and perseverance
B. Brainstorming, observation, and surveys
C. Developing, testing, and implementation
Explanation: Brainstorming, observation, and surveys are three elicitation techniques that the sales rep should use to gain a better understanding of their customer’s business strategies, goals, initiatives, and challenges. Elicitation is the process of gathering information from various sources using different methods. Brainstorming is a technique that involves generating ideas or solutions through creative thinking and collaboration.
Observation is a technique that involves watching or monitoring how customers perform their tasks or use their products. Surveys are a technique that involves collecting feedback or opinions from customers using structured questions or scales.
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
Explanation: 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.
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
Explanation: 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.
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.
Explanation: 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.
Which aspects of a prospect's buying culture and climate should a sales representative consider as part of the qualification process?
A. Standard billing terms, legal authority, and payment methods
B. Decision-making process, urgency for change, and openness to new solutions
C. Preferred communication channels, time zone, and office hours
Explanation: In the qualification process, a sales representative should consider aspects of a prospect's buying culture and climate such as the decision-making process, urgency for change, and openness to new solutions. Understanding these elements helps the sales rep tailor their approach to align with the prospect's priorities and decision-making dynamics. Knowing who is involved in the decision-making, how urgent the need for a solution is, and how receptive the organization is to adopting new technologies or approaches can significantly impact the strategy for engaging with the prospect and ultimately, the success of the sale. Salesforce advocates for a thorough qualification process that includes assessing these factors to better understand the prospect's needs and how to effectively address them.
A sales representative qualifies a prospect before moving to the next stage of the sales process.
What key factors should a sales rep consider when assessing the probability of winning the business?
A. Social media presence, website design, and customer reviews
B. Location, number of employees, and market segment
C. Approved budget, authority, business need, and timing
Explanation: Approved budget, authority, business need, and timing are key factors that the sales rep should consider when assessing the probability of winning the business. These factors are also known as BANT criteria, which are used to qualify a prospect as a potential customer. Approved budget means that the prospect has enough money to buy the product. Authority means that the prospect has the power or influence to make a purchase decision. Business need means that the prospect has a problem or challenge that the product can solve. Timing means that the prospect is ready or willing to buy within a reasonable time frame.
A sales representative presented a solution and overcame the objections, but the prospect is still not completely ready to commit. The sales rep suspects the prospect is unsure about the product and will want to return it. The sales rep decides to let the prospect try out the product for a predetermined period.
Which type of close was chosen?
A. Summary
B. Puppy Dog
C. Assumptive
Explanation: A puppy dog close is a sales technique that involves letting the prospect try out the product or service for a limited time, hoping that they will fall in love with it and buy it. This type of close is often used for products that have a high emotional appeal, such as cars, jewelry, or pets. The sales representative in this scenario chose a puppy dog close because they suspected the prospect was unsure about the product and wanted to give them a chance to experience its benefits firsthand.
Which behavior should a sales representative display to establish credibility with a customer?
A. Be sincere and transparent, even if it means losing a sale.
B. Review the proposal and potential discount structures.
C. Reiterate product info when there is hesitancy to move forward.
Explanation: Credibility is the quality of being trusted and believed in by the customer. A sales representative can establish credibility by being sincere and transparent, even if it means losing a sale. This shows that the sales rep is honest, ethical, and customer-centric, and that they value the customer’s best interests over their own. Being sincere and transparent can also help the sales rep build rapport, loyalty, and referrals with the customer. The other options are not effective ways to establish credibility, as they may come across as manipulative, self-serving, or repetitive.
| Page 2 out of 11 Pages |
| Previous |