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Salesforce Certified Sales Representative Sample Questions (Q117-Q122):

NEW QUESTION # 117
A sales representative is having a difficult time identifying the root cause of their customer's issue. The sales 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 impact of the issue on the customer and conveying genuine concern. This approach helps build a rapport and trust with the customer, demonstrating that the sales 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.

NEW QUESTION # 118
How can a sales rep use whiteboarding while exploring a customer's business challenges?

A. To present solutions without input from the customer
B. To illustrate how a product fits in with other products in the catalog
C. To organize ideas by level of importance

Answer: C

Explanation:
A sales rep can use whiteboarding while exploring a customer's business challenges to organize ideas by level of importance. Whiteboarding is a technique that involves using a whiteboard or a similar tool to visually capture and structure information during a sales conversation. Whiteboarding can help the sales rep to understand the customer's situation, needs, and goals, and to prioritize the most critical issues or opportunities. Whiteboarding can also help the sales rep to engage the customer in a collaborative dialogue, and to demonstrate their expertise and credibility. Reference: [Sales Rep Training: Explore Customer Needs], [Cert Prep: Salesforce Certified Sales Representative: Explore Customer Needs]

NEW QUESTION # 119
Which first step should a sales representative take to gain insight on potential customers?

A. Analyze data about customers.
B. Conduct stakeholder interviews.
C. Create customer success plans.

Answer: A

Explanation:
Analyzing data about customers is the first step that a sales rep should take to gain insight on potential customers. Dataanalysis is the process of collecting, processing, and interpreting information about customers using various sources and methods, such as CRM systems, web analytics, social media, surveys, etc. Data analysis helps to understand customers' demographics, behaviors, preferences, needs, etc., as well as to segment them into groups based on their similarities or differences.References:https://www.salesforce.com
/resources/articles/customer-analysis/#customer-analysis-definition

NEW QUESTION # 120
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. Escalate the issue to higher-level stakeholders and work collaboratively to find a solution.
B. Highlight that all procedural processes have been completed and there is nothing more they can do until more details are known.
C. Acknowledge the issue and explain to the customer that service is responsible for fixing it.

Answer: A

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 # 121
A sales representative has spent countless hours on due diligence to make the appropriate recommendation. At the last minute, the customer makes an unexpected objection. The sales rep is surprised and wants to better understand where this objection is coming from.
Which approach should the sales rep take?

A. Revisit the discovery phase of the sales process.
B. Acknowledge the objection and try to close with a different tactic.
C. Highlight customer success stories to build credibility.

Answer: A

Explanation:
The discovery phase of the sales process is where the sales representative uncovers the customer's pain points, needs, goals, and challenges. By revisiting the discovery phase, the sales rep can better understand where the objection is coming from, and whether it is a valid concern or a hidden motive. Revisiting the discovery phase can also help the sales rep restate the value proposition, reinforce the benefits of the solution, and address anygaps or misunderstandings that may have caused the objection. The other options are not effective approaches, as they may ignore the customer's perspective, damage the trust, or create more resistance. References:
* Cert Prep: Salesforce Certified Sales Representative, unit "Value Selling"
* [Sales Rep Training], unit "Sell with Value"
* Salesforce Certified Sales Representative Exam Guide, section "Value Selling"

NEW QUESTION # 122
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The Salesforce-Sales-Representative Sales Professional is the composite exam associated with the certification of Salesforce Sales Professional .