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NEW QUESTION # 98
What are the four elements of emotional intelligence?
Answer: B
Explanation:
Self-awareness, self-management, empathy, and skilled relationships are the four elements of emotional intelligence. Emotional intelligence is the ability to understand and manage one's own emotions and those of others. Emotional intelligence helps to improve communication, collaboration, and influence in sales. Reference: https://trailhead.salesforce.com/en/content/learn/modules/emotional-intelligence/emotional-intelligence-introduction
NEW QUESTION # 99
After a salesrepresentative 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?
Answer: B
Explanation:
Asking questions to determine if they can get the deal backon 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.
References:https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling
NEW QUESTION # 100
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?
Answer: B
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 they give 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. Reference: [Sales Rep Training: Handle Customer Issues], [Cert Prep: Salesforce Certified Sales Representative: Service and Support]
NEW QUESTION # 101
When assigned a new sales territory, what is the first step to prioritizing selling efforts?
Answer: C
Explanation:
The first step to prioritizing selling efforts in a new sales territory is to identify the key accounts, which are the most valuable and strategic customers for the business. By focusing on the key accounts, the sales representative can maximize the impact of their efforts and build strong relationships with the decision-makers and influencers. Key accounts can also provide referrals, testimonials, and insights that can help the sales representative expand their network and opportunities in the territory. Reference:
Sales Rep Training: Prioritize Your Selling Efforts
Cert Prep: Salesforce Certified Sales Representative: Prioritize Your Selling Efforts
NEW QUESTION # 102
Which communication approach has a higher likelihood of achieving a customer relationship built on trust?
Answer: A
Explanation:
Appreciating the customer's time is a communication approach that fosters trust by acknowledging and respecting the value of their time. This approach involves being punctual for meetings, ensuring communications are concise and relevant, and expressing gratitude for their engagement. Building trust with customers is foundational to long-term relationships, and demonstrating respect for their time is a tangible way to show that their needs and priorities are taken seriously. Salesforce highlights the importance of trust in customer relationships and recommends practices that contribute to a respectful and professional interaction.
NEW QUESTION # 103
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