Salesforce Certified Sales Foundations 시험 - Salesforce실제시험문제와 답 - 126문항

Question No : 1

Which first step should a sales representative take to gain insight on potential customers?

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

정답:
Explanation:
Analyzing data about customers is the first step that a sales rep should take to gain insight on potential customers. Data analysis 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.
Reference: https://www.salesforce.com/resources/articles/customer-analysis/#customer-analysis-definition

Question No : 2

A sales representative is assigned to high-value prospects.
What can the sales rep do to gain their interest?

A.Identify potential trigger events as the reason to reach out to prospects.
B.Connect with customers associated with the prospect on social media.
C.Focus on personal details when communicating with the prospect.

정답:
Explanation:
Identifying potential trigger events as the reason to reach out to prospects is what the sales rep can do to gain their interest when assigned to high-value prospects. A trigger event is an occurrence or change that creates an opportunity or need for a product or service, such as a merger, expansion, launch, etc. Identifying trigger events helps to show relevance, timeliness, and value to the prospects, as well as to capture their attention and curiosity.
Reference: https://www.salesforce.com/resources/articles/lead-generation/#lead-generation-strategies

Question No : 3

After a sales representative presents a value proposition to customers, they raise some objections.
The sales rep understands their reasoning and negative emotional reaction.
Which step should the sales rep take next to address these objections?

A.Ask questions to determine if they can get the deal back on track.
B.Stand by the solution and point out their misunderstanding.
C.Compare risks and benefits using features, advantages, and benefits (FAB).

정답:
Explanation:
Asking questions to determine if they can get the deal back on track is the next step that the sales rep should take to address the objections from the customers after understanding their reasoning and negative emotional reaction. Asking questions helps to understand the root cause, scope, and impact of the objections, as well as to show empathy and respect for the customers’ concerns. Asking questions also helps to clarify any misunderstandings, provide relevant information, and propose solutions that address the objections.
Reference: https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling

Question No : 4

How does understanding a customer's business strategies and goals help a sales representative scope a solution?

A.Helps predict if the opportunity will close in the current quarter
B.Tailors the sales pitch and offers to align with the customers objectives
C.Allows the sales rep to move on to their next deal more quickly

정답:
Explanation:
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 a solution 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 desired outcomes, as well as to differentiate it from competitors.
Reference: https://www.salesforce.com/resources/articles/sales-process/#present

Question No : 5

A sales representative is aware of an upcoming end-of-contract period for a key customer.
How should the sales rep adapt their sales activities to address this change?

A.Wait for the contract to expire before engaging with the customer.
B.Focus on finding new customers to replace the potentially last contract.
C.Proactively engage with the customer to renew or expand the contract.

정답:
Explanation:
Proactively engaging with the customer to renew or expand the contract is how the sales rep should adapt their sales activities to address the upcoming end-of-contract period for a key customer. Proactively engaging means reaching out to the customer before the contract expires, and initiating a conversation about their satisfaction, needs, and goals. This helps to build trust and loyalty, demonstrate value and differentiation, and identify opportunities to renew or upsell the contract.
Reference: https://www.salesforce.com/resources/articles/account-management/#account-management-renewals

Question No : 6

A sales representative is working on an opportunity that has recently progressed to a more advanced stage in the deal lifecycle.
Which action should the sales rep take to ensure accurate forecasting?

A.Continue forecasting based on the previous stage until the deal closes.
B.Focus on unrelated opportunities and assume the current opportunity will close.
C.Update the opportunity's stage and forecast category to reflect the recent progress.

정답:
Explanation:
Updating the opportunity’s stage and forecast category to reflect the recent progress is what the sales rep should do to ensure accurate forecasting. An opportunity is a qualified prospect who has a high probability of buying the product. An opportunity stage is a measure of how far along the opportunity is in the sales process, such as prospecting, qualification, proposal, negotiation, etc. A forecast category is a measure of how likely the opportunity is to close as won, such as pipeline, best case, commit, closed, etc. Updating the opportunity’s stage and forecast category helps to reflect the current status and potential outcome of the opportunity, as well as to provide a realistic and reliable prediction of future sales revenue.
Reference: https://www.salesforce.com/resources/articles/sales-forecasting/#sales-forecasting-definition

Question No : 7

A company is struggling to acquire new customers. After careful analysis, it realizes its value proposition is not resonating with potential customers, so it develops a new value proposition.
Which metric should the company use to track the effectiveness of the new value proposition?

A.Lead quality score
B.Customer satisfaction score
C.Lead conversion rate

정답:
Explanation:
Lead conversion rate is a metric that the company should use to track the effectiveness of the new value proposition. A value proposition is a statement that summarizes how the product can solve the customer’s problems, fulfill their needs, and provide them with benefits that outweigh the costs. Lead conversion rate is a measure of how many leads (prospects who have shown interest in the product) become customers (prospects who have bought the product). Lead conversion rate helps to evaluate how well the value proposition resonates with potential customers and influences their purchase decisions.
Reference: https://www.salesforce.com/resources/articles/value-proposition/#value-proposition-metrics

Question No : 8

A sales representative is having a difficult conversation with a customer who is delaying making a decision to move forward without providing much detail.
What should the sales rep do to uncover why the customer is delaying the decision?

A.Highlight the benefits of the product to the customer.
B.Ask pointed questions to identify customer interests.
C.Discuss the customer's concerns with their internal team.

정답:
Explanation:
Asking pointed questions to identify customer interests is what the sales rep should do to uncover why the customer is delaying the decision. Pointed questions are questions that are direct, specific, and focused on a particular topic or issue. Pointed questions help to get to the core of the customer’s hesitation, concerns, or objections, as well as to provide relevant information or solutions that can persuade them to take action.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types

Question No : 9

Which sales quota measurement focuses on the end result rather than the relationship with the customer?

A.Lead conversion rate
B.Calls made
C.Onsite visits

정답:
Explanation:
Calls made is a sales quota measurement that focuses on the end result rather than the relationship with the customer. A sales quota is a target or goal that a sales rep has to achieve within a specific time period. Calls made is a measure of how many calls a sales rep makes to prospects or customers in order to generate leads, opportunities, or sales. Calls made is an activity-based measure that reflects the quantity or volume of the sales rep’s efforts, rather than the quality or value of their interactions with the customer.
Reference: https://www.salesforce.com/resources/articles/sales-quota/#sales-quota-types

Question No : 10

How can a sales representative begin a confirming question?

A."Tell me more about..."
B."What I hear you saying is..."
C."What do you mean when...'

정답:
Explanation:
“What I hear you saying is…” is a way to begin a confirming question. A confirming question is a question that helps to verify or validate what the customer says or means. A confirming question helps to show understanding, empathy, and respect for the customer’s concerns, as well as to avoid confusion, misunderstanding, or miscommunication.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types

Question No : 11

A sales representative wants to track which opportunities in their pipeline contain items that customers need for an event next month.
How does tracking this help the sales rep manage risk?

A.These deals must be assigned a surcharge.
B.These deals can be expedited it required.
C.These deals can move to the next stage.

정답:
Explanation:
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.
Reference: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management

Question No : 12

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

정답:
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.
Reference: https://www.salesforce.com/resources/articles/sales-process/#qualify

Question No : 13

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.Change
B.Clarifying
C.Confirming

정답:
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.
Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types

Question No : 14

A sales representative wants to drive the adoption of a new product with a customer.
How should the sales rep address the customer's question: "What's in it for me?"

A.Offer a product sample.
B.Articulate the business value.
C.Provide product documentation.

정답:
Explanation:
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.
Reference: https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition

Question No : 15

A sales representative has a pipeline with a mix of opportunities at various stages.
The sales rep wants to improve stage velocity.
What should the sales rep do to improve stage velocity?

A.Sort deals by size and focus on the largest ones first.
B.Obtain guidance from a manager and create a follow-up cadence.
C.Survey customers and engage them when the customer requests.

정답:
Explanation:
Obtaining guidance from a manager and creating a follow-up cadence is what the sales rep should do to improve stage velocity. Stage velocity is the measure of how fast an opportunity moves from one stage to another in the sales process. Obtaining guidance from a manager helps to get feedback, advice, and support on how to advance the opportunity. Creating a follow-up cadence helps to maintain communication, engagement, and momentum with the customer.
Reference: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-metrics

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