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A sales representative is asked by their sales manager to lead a cold-calling campaign.
Where can the sales rep start?
A. Identify prospect pain points.
B. Gather prospect contact information.
C. Enter prospect leads into an auto dialer.
Answer: B
Explanation:
Gathering prospect contact information is the best place to start for a sales representative whois asked to lead a cold-calling campaign, because it is the first step in identifying and reaching out to potential customers. The sales rep should use various sources and methods to find the names, phone numbers, email addresses, and other relevant details of the prospects who match their ideal customer profile. The sales rep should also verify and update the contact information regularly, and track the results of their calls. Identifying prospect pain points or entering prospect leads into an auto dialerare not the best answers, because they are not the first steps in a cold-calling campaign. Identifying prospect pain points is something that the sales rep should do during or after the call, by asking open-ended questions and listening to the prospect's needs and challenges.
Entering prospect leads into an auto dialer is a tool that the sales rep can use to automate and streamline their calling process, but it requires having the prospect contact information first. References: Certification - Sales Representative - Trailhead, [Sales Rep Training: Create Effective Selling Habits - Trailhead]
NEW QUESTION # 66
A sales representative receives an objection and encourages the customer to elaborate on their hesitation and responses.
Which type of questions are they leveraging?
A. Confirming
B. Change
C. Clarifying
Answer: C
Explanation:
Clarifying questions are the type of questions that the sales rep is leveraging when they encourage the customer to elaborate on their hesitation and responses. Clarifying questions are questions that help to understand, verify, or confirm the information or meaning of what the customer says. Clarifying questions help to avoid confusion, misunderstanding, or miscommunication, as well as to provide relevant information or solutions.References:https://www.salesforce.com/resou ... les-questions-types
NEW QUESTION # 67
A sales representative is having a difficult time identifying the root cause of their customer's issue. Thesales rep knows they need to first acknowledge the customer's experience and perspective.
What is the recommended action the sales rep should take next?
A. Make recommendations.
B. Show empathy.
C. Provide a product demo.
Answer: B
Explanation:
When faced with a customer issue and after acknowledging the customer's experience, the recommended next step for a sales representative is to show empathy. Empathy involves understanding and sharing the feelings of another, which in this context means recognizing the impactof the issue on the customer and conveying genuine concern. This approach helps build a rapport and trust with the customer, demonstrating that thesales rep is not just focused on a transaction but cares about the customer's overall experience and success.
Salesforce emphasizes the importance of empathy in customer interactions as a way to strengthen relationships and foster loyalty.
Reference:Salesforce Blog - Empathy in Sales
NEW QUESTION # 68
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. Highlight that all procedural processes have been completed and there is nothing more they can do until more details are known.
B. Acknowledge the issue and explain to the customer that service is responsible for fixing it.
C. Escalate the issue to higher-level stakeholders and work collaboratively to find a solution.
Answer: C
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 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]
NEW QUESTION # 69
A sales representative is working with a new customer who has provided an abundance of information about their company's goals and objectives.
Which challenge could the sales rep encounter when developing the scope of a sales solution?
A. Difficulty understanding the customer's pain points
B. The customer's lack of product knowledge
C. Available discounts and payment terms to offer to the customer
Answer: C
Explanation:
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]
NEW QUESTION # 70
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