Sales-101 Salesforce Certified Sales Foundations Questions and Answers

Whether the lead has sufficient buying power is the relevant information that the job title typically indicates about the lead to the sales rep. A lead is a prospect who has shown interest in the product or service that the sales rep offers. A job title is a designation or position that a person holds in an organization or company. A job title helps to indicate whether the lead has sufficient buying power, which means that they have the authority or influence to make a purchase decision or approve a budget for the product or service.

The duration of a contract is one of the factors that affect the value of a deal, along with the price, terms, and conditions. Longer contracts can increase thecash flow predictability for both the seller and the buyer, as they reduce the uncertainty and variability of future payments and revenues. Longer contracts can also help build stronger and more loyal relationships with customers, as they demonstrate trustand commitment. On the other hand, shorter contracts can increase the risk of losing customers to competitors, as they offer more opportunities for switching or renegotiating. Shorter contracts can also create more pressure on the seller to deliver valuequickly and consistently, as they have less time to prove their worth and earn customer satisfaction. References:

Cert Prep:Salesforce Certified Sales Representative, unit “Assess Risks and Opportunities”

[Sales Rep Training], unit “Create Effective Selling Habits”

A summary is a closure practice that the sales rep should use to gain a commitment with a prospect who is in discussions with multiple vendors. A summary is a concise recap of the valueproposition of the solution, highlighting how it addresses the prospect’s pain points and needs, and delivers tangible benefits and outcomes. A summary helps to reinforce the value of the solution, differentiate it from competitors, and persuade the prospect to take action.References:https://www.salesforce.com/resources/articles/sales-process/#close

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 withina reasonable time frame.References:https://www.salesforce.com/resources/articles/sales-process/#qualify

Offering promotional discounts is a way to convince an indecisive customer to find the solution invaluableand close the contract by creating a sense of urgency, exclusivity, and reciprocity. Promotional discounts can motivate the customer to act quickly before they miss out on a good deal, as well as make them feel special and appreciated for choosing your solution.References:https://www.salesforce.com/resources/articles/sales-promotion/#sales-promotion-examples

Extending a free trial is a good way toconvince an indecisive customer to close the contract, as it allows them to experience the value of the solution firsthand and overcome any doubts or objections. A free trial also creates a sense of urgency and scarcity, as the customer knows that they have a limited time to take advantage of the offer. By extending a free trial, the sales rep can demonstrate confidence in the solution and show the customer that they are willing to accommodate their needs and preferences. References:

Turn Undecided Customers into Successful Sales - Upnify, section “Offer guarantees and flexible policies”.

How to Handle Indecisive Customers? - Bitrix24, section “Offer a free trial or a money-back guarantee”.

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”.

Sharing a customer success story is a powerful way to convince a contact to make an introduction to the decisionmaker, as it demonstrates the value and credibility of the sales rep’s solution. A customer success story should include the following elements: the customer’s challenge, the solution they implemented, and the results they achieved. The sales rep should also tailor the story to match the contact’s industry, role, and pain points, and highlight how the solution can help them achieve their goals. By sharing a customer success story, the sales rep can create a sense of urgency and curiosity in the contact, and motivate them to introduce the sales rep to the decision maker who can benefit from the solution as well. References:

Sales Rep Training: Create Effective Selling Habits, unit “Use Customer Success Stories to Sell with Value”.

Cert Prep: Salesforce Certified Sales Representative, unit “Close Deals with Value”.

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 thathave 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. References:

Cert Prep: Salesforce Certified Sales Representative, Unit 5: Close the Deal

[Sales Rep Training], Unit 2:Close the Deal

Salesforce Certified Sales Representative Exam Guide, Section 5: Closing Deals

The firststep to building trust with the key stakeholders of an account that is being taken over by a new sales representative is to set up an introductory meeting and explain the reason for the transition. This shows respect and transparency, and helps to establish rapport and credibility with the stakeholders. The new sales representative should also express appreciation for the opportunity to work with them, and demonstrate enthusiasm and confidence. The introductory meeting is a chance to learn more about the stakeholders’ roles, expectations, goals, and challenges, and to communicate how the new sales representative can add value and support them. References: [Sales Rep Training: Plan for Success], [Cert Prep: Salesforce Certified Sales Representative: Plan forSuccess]

Tailoring the sales pitch and offers to align with the customers objectives is how understanding a customer’s business strategies and goals helps a sales rep scope a solution. Scoping asolution means defining and presenting the features, benefits, and value of the product that can address the customer’s pain points and needs. Tailoring the sales pitch and offers helps to show how the solution can help the customer achieve their desiredoutcomes, as well as to differentiate it from competitors.References:https://www.salesforce.com/resources/articles/sales-process/#present

Net Promoter Score (NPS) is a metric that evaluates the loyalty and satisfaction of customers based on how likely they are to recommend a product or service to others. It is calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/service to a friend or colleague?” Customers who respond with a 9 or 10 are considered promoters, customers who respond with a 7 or 8 are considered passives, and customers who respond with a 6 or lower are considered detractors. The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters. NPScan help sales reps identify their most enthusiastic and loyal customers, as well as those who are at risk of churn or dissatisfaction. NPS can also help sales reps generate referrals, testimonials, and reviews from their promoters, as well as improve their products and services based on the feedback from their detractors and passives. References:

What is Net Promoter Score (NPS)? How to Calculate & Interpret - Hotjar

Net Promoter Score (NPS): The Ultimate Guide - Qualtrics

What is Net Promoter Score (NPS)| Definition and Examples - ProductPlan

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

A key indicator of a healthy sales pipeline is a balanced distribution of deals acrossdifferent stages. This balance indicates that there are sufficient new opportunities being generated, deals are progressing through the pipeline at a healthy pace, and there is a steady flow of closings. A well-balanced pipeline helps in forecasting revenue more accurately and ensures the sustainability of sales operations. Salesforce advocates for regular pipeline reviews and management to maintain this balance, ensuring that all stages from lead generation to closing are well attended to.

Developing a targeted plan and coordinating a series of touchpoints is a way to ensure the largest return on investment for attending a conference by maximizing the opportunities to connect with potential prospects, customers, and partners. A targeted plan should include identifying the goals, audience, and message for the conference, as well as scheduling meetings, events, and follow-ups with key contacts.References: https://www.salesforce.com/resources/articles/sales-conference/#sales-conference-tips

QUESTIONNO: 11

A sales representative compiled research about a prospect. The sales rep is now ready to set up an initial collaboration session with the prospect.

Which session type should the sales rep hold with the prospect?

A. Negotiation

B. Renewal

C. Discovery

Answer: C

Discovery is the session type that the sales rep should hold with the prospect after compiling research about them. Discovery is the process of asking open-ended questions, listening actively, and uncovering the prospect’s pain points, needs,goals, and challenges. Discovery helps to build rapport, trust, and value with the prospect, as well as to qualify them as a potential customer.References: https://www.salesforce.com/resources/articles/sales-process/#discovery

People are what the sales rep should focus on to create and maintain a trusted connection that supports the customer’s strategic priorities and requirements. People are the individuals or groups who are involved in or affected bythe customer’s business decisions, such as stakeholders, decision makers, influencers, endusers, etc. Focusing on people helps to understand their roles, needs, goals, preferences, and emotions, as well as to build rapport, trust, and loyalty with them.

A sales representative can frame a solution around a customer’s business challenges byaddressing the customer’s pain points. Pain points are the specific problems or issues that the customer is facing or wants to avoid. By understanding the customer’s pain points, the sales representative can tailor the solution to meet the customer’s needsand goals, and demonstrate how the solution can solve the customer’s problems or prevent them from occurring. Addressing the customer’s pain points also helps the sales representative to build trust and rapport, and to show the value and benefits of the solution. References: [Sales Rep Training: Present Solutions], [Cert Prep: Salesforce Certified Sales Representative: Present Solutions]

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. References: Certification - Sales Representative - Trailhead, Sales Rep Training: Customer Engagement - Trailhead

Articulating the business value is how the sales rep should address the customer’s question: “What’s in it for me?” Business value is the benefit or advantage that the product provides to the customer in terms of improving their situation, solving their problems, fulfilling their needs, or achieving their goals. Articulating the business value helps to show the customer how the product can help them succeed and grow.References:https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition

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 theygive 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. References: [Sales Rep Training: Handle Customer Issues], [Cert Prep: Salesforce Certified Sales Representative: Service and Support]

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. References:

Certification - Sales Representative - Trailhead

Cert Prep: Salesforce Certified Sales Representative - Trailhead

[Forecasting Guide - Salesforce Help]

Assessing prospect and account quality to prioritize leads is an activity that can help ensure sales success mid-year by focusing on the most promising opportunities and allocating resources accordingly. Assessing prospect and account quality involves evaluating factors such as fit, interest, urgency, and authority, and ranking leads based on their likelihood and readiness to buy.References:https://www.salesforce.com/resources/articles/lead-generation/#lead-generation-strategies

Routinely scrubbing pipeline records and consistently dispositioning deals is a best practice that the sales reps can use to satisfy management and maintain a healthy pipeline. Scrubbing pipeline records means reviewing and updating the status, accuracy, and quality of the opportunities in the pipeline. Dispositioning deals means moving the opportunities to the next stage, closing them as won or lost, or removing them from the pipeline. These practices help to ensure that the pipeline reflects the reality of the sales situation, as well as to identify and prioritize the most promising opportunities.References: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management

Customer experience is the factor that the sales representative can focus on to win the customer first and support their sales quota long term, because it is the sum of all the interactions and emotions that the customer has with the sales representative and the company throughout the sales cycle and beyond. A positive customer experience can lead to customer satisfaction, loyalty, retention, and advocacy, which can result in repeat purchases, referrals, and testimonials. Product evangelism and maximizing opportunities are not the best answers, because they are more focused on the sales representative’s own goals and interests, rather than the customer’s. Product evangelism is about promoting the product’s features and benefits, but it may not address the customer’s specific needs or challenges. Maximizing opportunities is about increasing the contract value or volume, but it may not align with the customer’s budget or expectations. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Prepare Your Team to Sell Successfully - Trailhead]

The first step to prioritizing selling efforts in a new sales territory is to identify the key accounts, which are the most valuable and strategic customers for the business. By focusing on the key accounts, the sales representative can maximize the impact of their efforts and build strong relationships with the decision-makers and influencers. Key accounts can also provide referrals, testimonials, and insights that can help the sales representative expand their network and opportunities in the territory. References:

Sales Rep Training: Prioritize Your Selling Efforts

Cert Prep: Salesforce Certified Sales Representative: Prioritize Your Selling Efforts

When a sales representative demonstrates how their products or services can reduce costs and enhance productivity for a customer, they are presenting a value proposition. A value proposition articulates the unique benefits and value that the company's offerings provide, distinguishing them from competitors. It focuses on the specific advantages the customer will experience, such as cost savings and productivity improvements. Salesforce emphasizes the importance of understanding customer needs andeffectively communicating how their solutions can address those needs, which is central to crafting a compelling value proposition.

Educating prospects about the key benefits of new products through storytelling is an effective approach. Storytelling involves sharing examples, customer success stories, or hypothetical scenarios that illustrate how the product can be used and the benefits it delivers. This method helps prospects visualize the product in action and understand its value in a real-world context. Salesforce often highlights the importance of storytelling in sales to make products more relatable and to create a connection with potential customers.

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. References:https://trailhead.salesforce.com/en/content/learn/modules/sales-representative-certification-prep/sales-representative-certification-prep-prepare-for-your-exam

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 addressthem.

Asking open-ended questionsis a key skill for sales representatives, as it allows them to uncover the customer’s challenges and initiatives, as well as their goals, needs, and pain points. Open-ended questions are those that cannot be answered with a simple “yes” or “no”, but require the customer to provide more information and explanation. For example, instead of asking “Are you happy with your current solution?”, a salesrep can ask “What are the main challenges you are facing with your current solution?” or “How does your currentsolution help you achieve your goals?” By eliciting detailed responses, the sales rep can gain a deeper understanding of the customer’s situation, identify opportunities to add value, and tailor their solution accordingly. References:

Sales Rep Training: Prepare Your Team to Sell Successfully, unit “Ask Open-Ended Questions to Uncover Customer Needs”.

Cert Prep: Salesforce Certified Sales Representative, unit “Use Discovery to Understand Customer Needs”.

Data integrity is the accuracy, completeness, and consistency of data in the pipeline. Data integrity is essential for effective forecasting, reporting, and decision making. A sales representative who works at a heavily siloed company may face challenges in gathering insights for renewals, such as customer satisfaction, usage, feedback, and retention. To improve data integrity in thepipeline working across silos, the sales rep should collaborate with other customer-facing teams, such as service, support, marketing, and product. By sharing information and insights with these teams, the sales rep can gain a holistic view of the customer’s needs, expectations, and challenges, and plan accordingly for renewals. The other options are not effective ways to improve data integrity, as they may compromise customer trust, violate privacy, or reduce profitability. References:

Cert Prep: Salesforce Certified Sales Representative, unit “Assess Risks and Opportunities”

[Sales Rep Training], unit “Create Effective SellingHabits”

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

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

Acknowledging the objection and asking follow-up questions is an effective first step to overcome anobjection from the customer. Acknowledging the objection helps to show empathy and respect for the customer’s concerns, as well as to avoid confrontation or defensiveness. Asking follow-up questions helps to understand the root cause, scope, and impact ofthe objection, as well as to clarify any misunderstandings or misinformation.References:https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling