Sales and CRM Overview (Pathstream) Quiz Answers [PDF]

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WEEK 1 Quiz 1: Careers in salesforce 1. What are the four main categories where a sales operations specialist typically provides value? Ans – Strategy, technology, operations and performance 2. True or False: The sales operations specialist role is a clearly defined job title that is standard across all businesses Ans – False 3. Which of the following job roles require foundational Salesforce knowledge and skills? Ans - Salesforce Administrator, Salesforce Developer, Sales support specialist



Quiz 2: What is CRM? 1. What is a Customer Relationship Management system and what is it used for? Ans - Customer Relationship Management systems are centralized tools that help businesses stay connected to customers, keep customer information and contact details up to date, track every customer interaction, and manage customer accounts 2. True or False: A CRM system can keep track of customer interactions and make the information accessible to those who need it, thereby helping to give customers a satisfying experience and strengthen the business’s relationship with them Ans – True 3. According to the “What is CRM?” video by Zoho, what are three benefits of using a CRM system? Ans – - Better Data Organization: With CRM, you can import leads, contacts, and customers, then track sale and engagement with customers - Enhanced Communication: With CRM, you can take advantage of automatic reminders and email templates - Shared Information: With CRM, sales team members can be given access to the same resources through selective data sharing. - Catch All Leads: With CRM, web-to-lead forms can be created and embedded into the company website; info captured will automatically be sent to the CRM and assigned to the appropriate salesperson. - Know Your Numbers: With CRM, you can create reports to show data on sales goals, opportunities, and other important information.



Quiz 3: Flexibility of Salesforce 1. What is the name of the Salesforce product that can be used to track potential customers, customers who are in the process of making a purchase, and customers who have previously purchased from a company?



Ans – Sales Cloud 2. What is the name of the Salesforce product that can be used to track responses to past marketing efforts, predict which efforts will perform well in the future, and create marketing material that is statistically more likely to perform well? Ans – Marketing Cloud 3. List at least three examples of business types or industries that might use Salesforce Ans – • Real estate • Public schools (such as a high school) • Healthcare • Government • Higher Education • Manufacturing



Quiz 4: Salesforce for Business 1. Which of the following best describes the role of a sales operations specialist? Ans - To leverage Salesforce tools to support and empower sales teams to sell more effectively 2. True or False: The sales operations specialist role is a clearly defined job title that is standard across all businesses. Ans – False 3. True or False: Customer Relationship Management is the process of managing your company’s relationships and interactions with customers and potential customers Ans – True 4. Which of the following are considered prime benefits of using CRM? Select all that apply. Ans – • Better data organisation • Better sharing of information between team members • Better communication between teams • Better ability to manage leads • Better ability to track your sales data 5. True or False: One reason why Salesforce is so popular is that it is an incredibly customizable and flexible platform that integrates with many other types of business software. Ans – True 6. True or False: Within a company, Salesforce can be used to support multiple teams, including the sales team, marketing team, customer service team, supply chain team, and/or human resources team Ans – True 7. True or False: As a sales operations specialist, you would typically expect to support a sales team through setting high level strategy, spending considerable time cold calling leads, and optimizing sales team performance. Ans – False



8. What is the name of the Salesforce product that teams can use to track potential customers, those in the process of making a purchase, and those that have previously purchased from a company? Ans - The Sales Cloud 9. What do the roles of sales operations specialist, sales support specialist, Salesforce administrator, and Salesforce business analyst all have in common? Ans - They all require foundational Salesforce skills. 10. Which of the following are ways in which a customer service team might use Salesforce to improve customer satisfaction? Select all that apply. Ans – • Track a customer’s past interactions with the service team • Use data to provide personalized service • Track a customer’s purchase history 11. True or False: One of the main roles of a sales operations specialist is to leverage Salesforce tools to support and empower sales teams to sell more effectively. Ans – True 12. Which of the following statements is true? Select all that apply. Ans – • Different organizations may define the responsibilities of the sales operations specialist role differently • Sales operations specialist, sales ops specialist, revenue operations specialist, and even sales representative can all be different names for the same type of job depending on the company you work for 13. Which of the following statements are true about CRM? Select all that apply. Ans – • Customer Relationship Management provides ways to gather and manage the many touch points a business has with its customers so that it is always communicating effectively • Customer Relationship Management is the process of managing your company’s relationships and interactions with customers and potential customers • Customer Relationship Management is all about understanding what you know, and accessing the right information when you need it 14. What are some of the benefits of using Salesforce in modern businesses? Select all that apply Ans – • Salesforce is very flexible • Salesforce is very customizable • Salesforce integrates with many other types of business software 15. True or False: Within a company, the sales team is the only one that is likely to use Salesforce Ans – False 16. As a sales operations specialist, in which of the following categories would you typically support a sales team? Select all that apply. Ans – • Strategy



• Technology • Operations • Performance 17. What is the name of the Salesforce product that teams can use to track customer interactions? Ans – The service cloud 18. How might a customer service team use Salesforce to improve customer satisfaction? Ans - Track a customer’s past interactions with the service team in the Salesforce Service Cloud, using that data to determine how to optimize customer success strategies.



WEEK 2 Quiz 1 – Types of Sales 1. What is the most accurate definition of “sales”? Ans - All of the activities involved in selling a product or service to a consumer or business. 2. A chemical company engages a software vendor to upgrade its analytics system. What type of company is the software vendor? Ans – B2B 3. A freelance digital marketer buys a pair of headphones online from a popular electronics brand. What type of company is the electronics brand? Ans – B2C 4. A popular footwear company sells shoes to individuals out of their online and mall stores. They also sell large custom design sneaker orders to businesses and company teams. What type of company is the footwear company? Select all that apply Ans – • B2B • B2C



Quiz 2 – The steps of the sales process 1. What is the “sales process”? Describe it in your own words. Ans - Businesses move their customers through their sales process, from the initial moment of awareness about the business to the final step of making a purchase. This is essentially the sales process. 2. True or False: The sales process is a rigid, standard process that all companies follow. Ans – False 3. What are the five typical steps of a B2B sales process? Ans - Prospecting, qualifying, presenting, closing, customer success are the 5 typical steps of a B2B sales process 4. What information would be important to know about a lead when qualifying the lead? Select all that apply.



Ans – • What is the lead’s budget for the product/service? • Why does the lead need the product/service? • How soon will the product/service be needed? • Who in the lead’s company is involved in making decisions?



Quiz 3 – Roles on a sales team 1. Who in the sales process is typically responsible for ensuring customers are supported and successful with their customer service needs? Ans – Customer success manager 2. Who in the sales process is typically responsible for qualifying leads? Select all that apply Ans – • Marketing associates • Sales development representatives 3. Who in the sales process is typically responsible for overseeing the sales team and ensuring the team is successful? Ans – Sales managers 4. Who in the sales process manages key stages like presenting and closing? Ans – Account executives



Quiz 4 – The sales process 1. Which of the following is an example of a B2B company? Ans – An HR software company 2. True or False: Marketing associates qualify leads as Marketing Qualified Leads (MQLs) before handing them off to an account executive (AE) for the next step in the sales process Ans – False 3. True or False: Typically, the stages of the sales process are prospecting, qualifying, presenting, closing, and customer success. Ans – True 4. True or False: An outbound lead is one that a business seeks out and reaches out to in order to sell to them, whereas an inbound lead is one that comes directly to the business and expresses their interest. Ans – True 5. Consider an advertising agency that only does advertising work for nonprofit organizations that align with their mission. A company like this is selective about who they do business with. Based on this information, which stage of the sales process is likely to be longer and for this business? Ans – Qualifying 6. Which stage of the sales process is typically handled by a marketing associate? Ans – Prospecting 7. During which stage in the sales process does a lead typically become a prospect?



Ans – Qualifying 8. Once a customer becomes a qualified prospect, who would they typically interact with the most during the next stage of the sales process (hint: consider the Casper the Customer example with Yum2Go from the sales process example you read about in the Sales Process, Part 1 lesson)? Ans – Marketing associate 9. The role that handles generating reports, tracking and forecasting sales metrics, and providing guidance to the sales team is typically known as the Ans – Sales manager 10. True or False: The sales process is the same for all companies Ans – False 11. Which of the following is an example of a B2B company? Ans – A company that rents office space to businesses 12. During the sales process, a marketing associate will typically hand off the leads they have generated to an SDR... Ans - After they have determined that the leads are MQLs. 13. Which of the following is NOT a stage of the sales process? Ans – Generating 14. Which of the following is an example of an inbound lead? Select all that apply. Ans – • A lead that subscribes to a blog • A lead that downloads an eBook from a company • A lead that directly emails a company 15. Consider a video production company that sells their services to other businesses and organizations. They have a variety of product and service options that can be customized based on the needs of the customer. They can edit video content that the company has created in-house, or they can write, film, and produce feature-length documentaries...and everything in between. Based on this information, which stage of the sales process is likely to be longer and more robust for this business? Ans – Presenting 16. Which stage of the sales process is typically handled by a sales development representative? Ans – Qualifying 17. True or false: Once a customer becomes a qualified prospect, they would typically interact the most with an account executive during the next stage of the sales process. Ans – True 18. True or False: As a sales operations specialist, it’s important to understand some of the ways that the sales process might vary from company to company Ans – True



WEEK 3 Quiz 1 - Tracking and Maintaining Sales Data 1. What is a database?



Ans - a structured set of data or information, organized to be easily accessed and updated 2. Why is it important to a sales operations department that sales teams track information using a database like a CRM? Ans – • Databases allow sales teams to save important information in a structured, organized, accessible, and up-to-date way. • Databases enable you as a sales ops specialist to analyze data to gain insights about measures like performance, sales forecasts, and more. • Databases are important for sales operations departments to improve or evaluate performance of sales teams (and other teams too) 3. What types of data do sales organizations typically want to track? Select all that apply Ans – • Deals Won or Lost by Each Rep • Sales currently in progress • Customer data 4. Is the following statement True or False? Practicing data hygiene is important because it helps companies ensure the cleanliness and quality of data so that it is more reliable. Ans – True 5. What is the difference between a sales quota and sales commission? Ans - A sales quota is a target number of sales won for a given time period, and sales commission is additional compensation earned for each sale



Quiz 2 – Types of CRMs 1. Imagine a marketing associate received the following 2 new mailing list sign-ups. How would the marketing associate use sticky notes to record relevant data about these sales leads? Ans - Specific data on leads can be logged and organized by using sticky notes 2. Describe some of the benefits and challenges of using sticky notes as a CRM tool. Ans - Benefits of sticky notes - Data can be organised and logged Challenges of sticky notes - Logged in leads cannot be managed efficiently as the database management becomes tougher 3. Describe the benefits and challenges of using spreadsheets as a CRM tool. Ans - Benefits - a good way to organize existing lead information, filters and sorting data becomes easy Challenges - Tough to track notes from calls and meetings from a set of different stakeholders 4. True or False: All of the following are advantages of using a CRM software like Salesforce: a. Log and digitally track information b. Keep information private to each sales person c. Reporting and analytics capabilities Ans – True 5. Why is storing and tracking data important for CRMs? Select all that apply.



Ans – • So that sales teams always have a pulse on how they're doing • Databases allow sales teams to save important information in a structured, organized, accessible, and up-to-date way



Quiz 3 - CRM for the Sales Operations Specialist 1. Why might a sales operations specialist encourage a sales team to use a CRM database? Select all that apply. Ans – • Databases allow sales teams to save important information in a structured, organized, accessible, and up-to-date way • Databases enable sales ops specialists to analyze data to gain insights about measures like performance, sales forecasts, and more 2. The process of ensuring the cleanliness and overall quality of the data input into a database is called Ans – Data hygiene 3. Which of the following is true when it comes to tracking data and data hygiene in CRM? Select all that apply. Ans – • Tracking data helps teams have a pulse on how they are doing • Tracking sales data accurately and frequently helps sales ops specialists analyze the performance of sales teams 4. True or False: Jotting down customer names and other information on sticky notes is a form of creating a simple database Ans – True 5. Which of the following are challenges of using sticky notes to track sales data? Select all that apply. Ans – • Difficult for others to understand • Limited space 6. Imagine you are Salvador, an SDR for Yum2Go, and you are using this spreadsheet to track sales data. Fly Bike Studio Inc. just returned your call and based on the new information they would be considered a qualified lead. How would you update the spreadsheet? Select all that apply Ans – • Change “Qualified or Not Qualified?” column for Fly Bike Studio Inc. to “Qualified” • Highlight Fly Bike Studio Inc’s row to be green 7. Which of the following are benefits of using spreadsheets to track sales data? Select all that apply Ans – • Allow sales people to track a lot of information • Help sales people maintain a digital log of customer information and interactions.



8. Which of the following CRM options would best enable a sales operations specialist to help empower a sales team during each stage of the sales process? Ans – Salesforce 9. Why is it important to have a CRM? Select all that apply. Ans – • So that sales teams always have a pulse on how they're doing. • In order to gain insights. 10. How does using Salesforce as a CRM benefit a sales operations specialist working with a sales team? Select all that apply. Ans – • It allows sales teams to log and digitally track information. • It has enhanced reporting and analytics capabilitie



WEEK 4 Quiz 1 – Trailhead Playground 1. Which of the following statements are true about Trailhead? Select all that apply. Ans – • Trailhead is free! • Trailhead can be used throughout this course and beyond. • Trailhead helps you continue mastering new skills. 2. Fill in the blank: Trailhead organizes learning into _______ Ans - Modules and Units 3. Which of the following are steps for setting up a Trailhead account? Select all that apply Ans – • Finish your profile with details including your role, relationship to Salesforce, Country and State. • Optionally select whether or not you want your profile to be public. 4. What is a Trailhead Playground? Select all that apply. Ans – • A designated place to work hands-on with Salesforce while you learn • An org that you can use for testing customizations in Salesforce • A playground for Salesforce that can be spun up with the push of a button 5. True or False: A Trailhead Playground differs from a Developer Edition (DE) Org. Ans – True



Quiz 2 – Sales Cloud CRM 1. What resources are available to stay current with Salesforce updates? Select all that apply. Ans – • The Salesforce Blog • The Salesforce release notes website



• The Trailblazer Community 2. Fill in the blank: _________________ is a more streamlined user experience in Salesforce compared to the older version, Salesforce Classic Ans - Lightning Experience 3. How does the Salesforce Sales Cloud help support a business’s growth? Select all that apply. Ans – • Sales Cloud can help manage a pipeline from lead to close • Sales Cloud can help measure important metrics and forecast opportunities