A sales representative closed a deal with a customer 6 months ago. The customer is now experiencing issues with the solution and the sales rep is trying to assess the customer's realized value.
What should the sales rep do?
After a number of meetings and conversations, a sales representative is invited to pitch to a prospective customer.
How should the sales rep build credibility with the prospect to better their chances of a successful pitch?
A sales representative wants to foster team selling, increase customer satisfaction, and decrease customer attrition at a critical account.
Which business capability can help implement these goals?
Answer : B
Account planning is the business capability that can help a sales representative foster team selling, increase customer satisfaction, and decrease customer attrition at a critical account. Account planning is the process of creating and executing a strategic plan for each key account, based on the account's goals, challenges, needs, and opportunities. Account planning helps the sales representative to align with the account team, understand the customer's business and industry, identify and prioritize the most valuable opportunities, and deliver personalized solutions that drive customer success and loyalty.Reference: [Sales Rep Training: Plan for Success], [Cert Prep: Salesforce Certified Sales Representative: Plan for Success]
A customer's order was sent to the incorrect warehouse for fulfillment. The order has yet to be fulfilled.
What should the sales representative check to fulfill the order through a different warehouse?
A sales representative is using a creative problem-solving process to help their customer uncover breakthrough solutions.
What is the name of this approach?
Answer : B
Design thinking is a creative problem-solving process that involves understanding the customer's needs, challenges, and goals, and generating innovative solutions that address them. Design thinking is based on five stages: empathize, define, ideate, prototype, and test. By using design thinking, sales representatives can help their customers discover new possibilities, overcome obstacles, and create value.Reference:
What is Design Thinking? --- updated 2024 | IxDF
Design thinking, explained | MIT Sloan
During a sales cycle, a sales representative may be required to handle objections from the customer to close the deal.
What is an effective way to handle an objection?
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?
Answer : C
According to the Salesforce Sales Representative Learning objectives, one of the skills that a sales rep should have is to ensure customer satisfaction through streamlined fulfillment and order management. This includes collaborating with internal teams to handle any special requests or requirements from the customer, such as tax, shipping, or billing issues. By working closely with the relevant departments, the sales rep can ensure that the customer's tax requirements are met and that the order is processed correctly. This will also help to avoid any delays, errors, or disputes that could affect the customer's experience and satisfaction.Reference:
[Sales Rep Training: Prepare Your Team to Sell Successfully], Unit 4: Manage the Order Process