Salesforce Sales Representative Exam Practice Test Instant Access

Question 1

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?

AAcknowledge the customer's concerns while trying to find easier customers.

BReassess the customer's expected value based on the current situation.

CTry to sell additional products or services to increase the realized value.

Answer : B

Realized value is the difference between the expected value and the actual value that the customer receives from using the solution. If the customer is experiencing issues with the solution, the sales rep should reassess the customer's expected value based on the current situation, identify any gaps or discrepancies, and work with the customer to resolve them and ensure their satisfaction. Reference: https://www.salesforce.com/resources/articles/customer-success/#customer-success-metrics

Question 2

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?

ABase the pitch on what the prospect has explicitly told them in previous conversations.

BBase the pitch on the sales rep's company's proven, most successful product lines.

CBase the pitch on discovery research into the prospect's customers' challenges.

Answer : C

Basing the pitch on discovery research into the prospect's customers' challenges is a way to build credibility with the prospect and increase the chances of a successful pitch. This shows that the sales rep has done their homework, understands the prospect's business and market situation, and can provide solutions that can help them serve their customers better. Reference: https://www.salesforce.com/resources/articles/sales-pitch/#sales-pitch-tips

Question 3

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?

ATerritory Management

BAccount Planning

CAccount and Contact Management

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]

Question 4

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?

AProduct inventory

BShipping time

CPricing information

Answer : A

Product inventory is what the sales rep should check to fulfill the order through a different warehouse. Product inventory shows the availability and location of the product in different warehouses. Checking product inventory helps to ensure that the order can be fulfilled in a timely and efficient manner, as well as to avoid any delays or errors. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-essentials-basics/salesforce-essentials-sales-process

Question 5

A sales representative is using a creative problem-solving process to help their customer uncover breakthrough solutions.

What is the name of this approach?

ALinear sales

BDesign thinking

CAgile methodology

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:

Cert Prep: Salesforce Certified Sales Representative, unit ''Use Design Thinking to Solve Customer Problems''.

What is Design Thinking? --- updated 2024 | IxDF

Design thinking, explained | MIT Sloan

Question 6

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?

AAsk questions to characterize the issue.

BPropose an alternative product.

COffer friendlier terms and a lower price.

Answer : A

Asking questions to characterize the issue is an effective way to handle an objection from the customer. Asking questions helps to understand the root cause, scope, and impact of the objection, as well as to show empathy and respect for the customer's concerns. Asking questions also helps to clarify any misunderstandings, provide relevant information, and propose solutions that address the objection. Reference: https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling

Question 7

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?

AAcknowledge the tax requirements, but proceed with the standard process because the sales rep is unable to change company policies.

BRedirect the customer to address their tax requirements with the appropriate department internally within the company.

CWork closely with the relevant departments to address the tax requirements and ensure accurate order processing.

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

Salesforce Certified Sales Representative Exam Guide, Section 5: Fulfillment and Order Management, Objective 5.2: Given a scenario, demonstrate how to handle special requests or requirements from the customer.

Salesforce Sales Representative Salesforce Certified Sales Representative Exam Practice Test