Salesforce-Sales-Representative Salesforce Certified Sales Representative (SP25) Free Practice Exam Questions (2025 Updated)

Professional competency is the ability to demonstrate knowledge and skills that arerelevant and valuable to the customer. By collecting and processing information on products, competitors, and industries, a sales rep can show their expertise, credibility, and confidence in providing solutions that meet the customer’s needs and expectations. References:https://trailhead.salesforce.com/en/content/learn/modules/sales-representative-certification-prep/sales-representative-certification-prep-prepare-for-your-exam

Brainstorming, observation, and surveys are three elicitation techniques that the sales rep should use to gain a better understanding of their customer’s business strategies, goals, initiatives, and challenges. Elicitation is the process of gathering information from various sources using different methods. Brainstorming is a technique that involves generating ideas or solutions through creative thinking and collaboration. Observation is a technique that involves watching or monitoring how customers perform their tasks or use their products. Surveys are a technique that involves collecting feedback or opinions from customers using structured questions or scales. References:https://trailhead.salesforce.com/en/content/learn/modules/sales-representative-certification-prep/sales-representative-certification-prep-prepare-for-your-exam

In an industry that's rapidly changing and with increasing channels to engage customers, a junior sales representative can identify the most effective communication methods by collaborating with internal departments. Teams such as marketing, customer service, and others who interact with customers can provide insights into customer preferences and effective communication strategies. This collaborative approach allows for a broader understanding of customer behaviors and trends, leading to more tailored and effective engagement strategies. Salesforce encourages cross-departmental collaboration to leverage diverse insights and expertise, enhancing customer engagement efforts.

In the qualification process, a sales representative should consider aspects of a prospect's buying culture and climate such as the decision-making process, urgency for change, and openness to new solutions. Understanding these elements helps the sales rep tailor their approach to align with the prospect's priorities and decision-making dynamics. Knowing who is involved in the decision-making, how urgent the need for a solution is, and how receptive the organization is to adopting new technologies or approaches can significantly impact the strategy for engaging with the prospect and ultimately, the success of the sale. Salesforce advocates for a thorough qualification process that includes assessing these factors to better understand the prospect's needs and how to effectively addressthem.

Supplying product references is the first step that the sales rep should take to address a customer’s questions about thefeatures of one product they are evaluating. Product references are testimonials or case studies from existing customers who have used the product and can vouch for its features and benefits. Product references help to answer questions, provide proof points, build trust and credibility, and influence purchase decisions.References:https://www.salesforce.com/resources/articles/customer-stories/#customer-stories-definition

A cost benefit analysis is a type of analysis that compares the costs and benefits of a project or decision, and calculates the net value or return on investment. A cost benefit analysis can help a sales rep highlight a customer’s return on their investment by showing how the benefits of the product or service outweigh the costs, and by quantifying the value in monetary terms. A cost benefit analysis should include all relevant costs and benefits, such as initial costs, recurring costs,opportunity costs, direct benefits, indirect benefits, and intangible benefits. A cost benefit analysis should also consider the time value of money, the discount rate, and the payback period. References:

Sales Rep Training: Create Effective Selling Habits, unit “Use Cost Benefit Analysis to Sell with Value”.

Cert Prep: Salesforce Certified Sales Representative, unit “Close Deals with Value”.

How to calculate your Return on Customer Investment.

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

People are what the sales rep should focus on to create and maintain a trusted connection that supports the customer’s strategic priorities and requirements. People are the individuals or groups who are involved in or affected bythe customer’s business decisions, such as stakeholders, decision makers, influencers, endusers, etc. Focusing on people helps to understand their roles, needs, goals, preferences, and emotions, as well as to build rapport, trust, and loyalty with them.

A forecast is a projection of how much revenue you can generate in a quarter. A forecast rollup is the aggregation of a set of opportunities based on three dimensions: time, categories, and territories. Time refers to the fiscal period, such as month or quarter, that the forecast covers. Categories refer to the stages of the sales process, such as commit, best case, or pipeline. Territories refer to the sales regions or markets that the forecast applies to. References:

Certification - Sales Representative - Trailhead

Cert Prep: Salesforce Certified Sales Representative - Trailhead

[Forecasting Guide - Salesforce Help]

A challenge that the sales rep could encounter when developing the scope of a sales solution for a new customer who has provided an abundance of information about their company’s goals and objectives is the available discounts and payment terms to offer to the customer. The sales rep needs to balance the customer’s budget and expectations with the company’s profitability and policies. The sales rep also needs to consider the competitive landscape, the value proposition, and the customer’s decision criteria.The sales rep should consult with their manager or team to determine the bestpricing strategy and negotiation tactics for the deal. References: [Sales Rep Training: Negotiate and Close], [Cert Prep: Salesforce Certified Sales Representative: Negotiate and Close]

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 ofhow 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.References:https://www.salesforce.com/resources/articles/value-proposition/#value-proposition-metrics

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 productin 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.References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-essentials-basics/salesforce-essentials-sales-process

Measures such as activity and outcome are elements that the sales repshould understand to determine if a sales quota is attainable. Activity measures are indicators of how much effort and action the sales rep puts into achieving their sales quota, such as number of calls made, emails sent, meetings scheduled, etc. Outcome measures are indicators of how much result and impact the sales rep achieves from their sales quota, such as number of leads generated, opportunities created, deals closed, etc.References:https://www.salesforce.com/resources/articles/sales-quota/#sales-quota-definition

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.References:https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management

Routinely scrubbing pipeline records and consistently dispositioning deals is a best practice that the sales reps can use to satisfy management and maintain a healthy pipeline. Scrubbing pipeline records means reviewing and updating the status, accuracy, and quality of the opportunities in the pipeline. Dispositioning deals means moving the opportunities to the next stage, closing them as won or lost, or removing them from the pipeline. These practices help to ensure that the pipeline reflects the reality of the sales situation, as well as to identify and prioritize the most promising opportunities.References: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-management

The discovery phase of the sales process is where the sales representative uncovers the customer’s pain points, needs, goals, and challenges. By revisiting the discovery phase, the sales rep can better understand where the objection is coming from, and whether it is a valid concern or a hidden motive. Revisiting the discovery phase can also help the sales rep restate the value proposition, reinforce the benefits of the solution, and address anygaps or misunderstandings that may have caused the objection. The other options are not effective approaches, as they may ignore the customer’s perspective, damage the trust, or create more resistance. References:

Cert Prep: Salesforce Certified Sales Representative, unit “Value Selling”

[Sales Rep Training], unit “Sell with Value”

Salesforce Certified Sales Representative Exam Guide, section “Value Selling”

A sales proposal is adocument that outlines the benefits and features of a product or service, as well as the pricing and terms of the deal. A sales proposal is designed to persuade the prospect to buy from the sales rep by showing them the value of the solution and how it meets their needs. A sales proposal should be customized to the specific prospect and their situation, and should include a clear call to action. References:

Sales Rep Training: Create Effective Selling Habits (Unit: Write Winning Sales Proposals)

Cert Prep: Salesforce Certified Sales Representative (Unit: Sales Strategy and Planning)

A type of strategy that the sales rep should use when negotiating with a customer who has been unwilling to purchase additional products due to cost concerns is bundle pricing. Bundle pricing isa pricing strategy that involves offering a set of products or services together at a lower price than if they were sold separately. Bundle pricing can help the sales rep to increase the perceived value of the solution, cross-sell or upsell additional products or services, and differentiate from competitors. Bundle pricing can also help the customer to save money, simplify the purchase decision, and meet their needs more effectively. References: [Sales Rep Training: Negotiate and Close], [Cert Prep: Salesforce Certified Sales Representative: Negotiate and Close]