Sales Practices Flashcards
What are 3 Sales Metrics for Lead Management
Number of leads converted
Lead qualification score
Leads by Source
What are 3 Sales Metrics for Opportunity Management
Sales Pipeline
Number of sales deals closed
number of sales activities
What are 4 Sales Metrics for Forecast, Revenue and Performance
Percentage of quota achieved
Average revenue generated
Sales rep performance
Campaign ROI
What are 3 KPIs for Lead Management
Lead response time
lead conversion percentage
rate of contact
What are 3 KPIs for Opportunity Management
Opportunity to win ratio
Sales per customer
Rate of follow up
What are 4 KPIs for Forecast, Revenue and Performance Management
Sales per rep
Customer value
Sales growth
Sales target
What are 3 Business challenges for Lead Management
Low lead data quality
Low number of leads
Sales and marketing alignment
What are 3 Business challenges for Opportunity Management
Achieving sales targets
closing deals efficiently
Disjointed sales processes
What are 4 Business challenges for Forecast, Revenue and Performance Management
Accurate Forecasting
Sales rep productivity
Time spent on administration
Adopting new technology
What is the 5 stage standard sales process in SF?
Lead Generation
Lead Qualification
Lead Conversion
Opportunity Management
Opportunity Closure
What is Target Account Selling?
Break down large deals into manageable components for developing an effective sales strategy that increases efficiency.
What is Value Selling?
Focus on understanding and reinforcing the worth of an offer to a customer for closing deals effectively.
What is Solution Selling?
Address the issues experienced by customers by offering appropriate resolutions.
What is SPIN Selling?
Ask questions related to Situation, Problem, Implication and Need-payoff to offer appropriate solutions.
What is SNAP Selling?
Increase the speed of the sales process through Simplicity, iNvaluable iNformation, Alignment with beliefs, and Prioritization.
What is Conceptual Selling?
Manage the decision makers involved in the buying process and gather relevant information about the customer’s concept of the product in order to close deals.
What is Customer-Centric Selling?
Collaborate with customers, become trusted advisors, close deals based on their timeline, and present an appropriate solution.
What is Challenger Selling?
Teach prospects, tailor communications, and take control of the sales process
What is MEDDIC Selling?
Automate sales through Metrics, Economic buyer, Decision criteria, Decision process, Identify pain points, and Championing
What is Sandler Selling?
Create a sales pitch by identifying the needs of the customer, and make sure that the buyer and seller are equally invested .
What are 7 example Opportunity Stages?
Prospecting, Qualification, Needs Analysis, Value Proposition, ID Decision Makers, Perception Analysis, Proposal/Price Quote
What is true about customizing the Lead Status field?
New values can be added, Existing values can be edited, replaced, deleted or deactivated.
What are the four core marketing processes?
Campaign Management, Lead Management, Content development, Reporting & Analytics.
What are some components of Campaign Management?
designing and implementing the marketing channels, developing and executing campaigns, and outlining roles and responsibilities
What are some components of Lead Management?
capturing, creating, importing, processing, routing, tracking, scoring and qualifying leads/prospects
What are some components of Marketing Content Development?
Consists of defining all the content-related operations, such as strategy development, ideation, storage, and delivery
What are some components of Marketing Reporting and Analytics?
defining data sources, reporting standards, frequency, media, roles, strategy, and archiving
What is the 5 stage standard Marketing process according to SF?
Mission and Objectives, Marketing Analysis, Marketing Strategy, Marketing Mix planning, Implement and Control
In a strategic marketing process, What is Mission & Objectives?
definition of mission statement and corporate objectives
In a strategic marketing process, What is Marketing Analysis?
Identifying opportunities. Analysis of external and internal business factors can be conducted using 5C, SWOT and PEST analyses.
In a strategic marketing process, What is Marketing Strategy?
Market strategy should cover aspects such as measurable goals, target audience, and budget development
In a strategic marketing process, What is Marketing Mix Planning?
Marketing Mix should be created after developing the strategy. It consists of four components, namely, Product, Price, Promotion, and Place
In a strategic marketing process, What is Implement and Control?
Execution and monitoring the marketing plan.
What are 6 stages of the campaign development process
Concept, Design and Development, Testing, Deployment, Execution, Roles and Responsibilities
What are components of the lead management process
- Capture leads
- Designing import processes and integrations
- Designing processes for creation, routing, tracking, and notifications
- Define lead statuses
- Define criteria for scoring and qualification
- Define metrics
What are 5 features of Marketing Automations.
Marketing intelligence, Prospect Tracking, Lead Routing, Easier follow-ups, Lead Quality Analysis
What are 4 functions of Marketing Automations.
Streamlining segmentation, targeting processes, tailoring messages, delivering personalized experiences.
What’s the old name for Sales Engagement?
What’s the new name for High Velocity Sales?
What are 6 sales cloud features and related products?
High Velocity Sales (Sales Engagement), Salesforce Inbox, Salesforce Maps, Sales Cloud Einstein, Lightning Sales Console, Pipeline Inspection.
What Is High Velocity Sales?
A Salesforce solution that provides access to features such as console, work queue, sales cadences, etc.
What Is Salesforce Inbox?
an email productivity solution that comes with features such as insert availability and scheduling.
What Is Salesforce Maps?
uses location intelligence and can be used for data visualization, route optimization, territory planning, live tracking, etc.
What Is Sales Cloud Einstein?
utilize AI to provide key predictions, recommendations, timely automation, etc.
What Is Lightning Sales Console?
A workspace with three-column layout that displays records, highlights, activity, news, etc.
What Is Pipeline Inspection?
A feature that provides pipeline information such as key metrics, opportunities, and weekly changes
Is Sales Engagement
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Add On
Enterprise: Add On
Performance/Unlimited: Included
Is Sales Cloud Einstein
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Not Available
Enterprise: Add On
Performance/Unlimited: Included
Is Salesforce Maps
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Add On
Enterprise: Add On
Performance/Unlimited: Included
Is Revenue Intelligence
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Not Available
Enterprise: Add On
Performance/Unlimited: Included
Is Pipeline Inspection
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Not Available
Enterprise: Not Available
Performance/Unlimited: Included
Is Salesforce Inbox
Not available, Add-on, or Included
in Professional, Enterprise, and Performance/Unlimited Editions.
Professional: Add On
Enterprise: Add On
Performance/Unlimited: Included
What are Salesforce Product Licenses?
Edition and Add-Ons (ie: Enterprise edition with Salesforce Inbox Add-on)
What are Salesforce Setting Licenses?
Platform, User, Permission set and Feature licenses.
What is a Salesforce edition?
A bundle of features and services that address different business needs.
What is a Salesforce add-on?
A thing that provides additional functionality tos supplement an org’s edition.
What is a Platform License?
A setting license with settings that control functionality for the org as a whole.
What is a User License?
A setting license that defines user-level functionality and is assigned to one user.
What is a Permission Set License?
A setting license that Provides additional functionality to supplement a user license.
What are 5 features of High Velocity Sales?
Lightning Sales Console, Sales Cadences, Work Queues, Einstein Lead Score, Email Integration, and Sales Dialer
What are Is the the HVS Work Queue?
Prioritized list of activities in the sales console.
Activities defined by sales cadence.
Prioritized by lead score (einstein)
What are 5 Automations and features of the HVS Work Queue?
Launch dialer or email
integrate with gmail or outlook
Einstein Activity Capture: association of events and emails with records
Engagement alerts on My feed tab: clicks, replies. bounces
Engagement Component: Show most recent engagement on for each contact on account page
What is a Sales Cadence?
Sequences of activates that guide reps through next best steps.
Can include scripts and email templates. (which can be a/b tested: “allow Email Template and Call Script Variance Testing” in HVS Setup)
Can be paused and resumed for individual targets.
What can be added to the work queue?
People: Leads, Contacts, Person Accounts
How are things added to the work queue?
list views, record detail pages, and reports
Up to 200 records at a time
What are 5 features of Salesforce Inbox?
Gmail and Outlook integrations
Mobile App
Insert available times for meetings
Schedule email to be sent later
Engagement info
What are 5 features of the Salesforce Inbox Mobile App?
Auto logging of Emails and events
Creating records
Email engagement notifications
Email insights
Recommended connections
What are 5 features of the Salesforce Inbox Mobile App?
Auto logging of Emails and events
Creating records
Email engagement notifications
Email insights
Recommended connections
What are 3 features of Salesforce Maps Advanced?
Route planning (for up to 4 months)
Business Rules (cadences, time windows, priorities)
Schedules (maintain appointments, reschedule missed visits)
What are 8 Sales Cloud Einstein Features?
CRM Analytics
Einstein Forecasting
Einstein Opportunity Insights
Einstein Activity Capture
Einstein Account Insights
Einstein Automated Contacts
Einstein Lead Scoring
Einstein Opportunity Scoring
What is CRM Analytics?
The Sales Analytics app provides deeper insights into the sales data. The prebuilt dashboards, lenses, and datasets can be utilized for data exploration.
What is Einstein Forecasting?
AI is used to display forecast predictions. It also provides prediction details and shows a prediction trend graph and a prediction summary graph.
What is Einstein Opportunity Insights?
The Einstein Insights component displays deal predictions, follow-up reminders, and key moments related to opportunities. Insights are shown on opportunities and the home page.
What is Einstein Activity Capture?
Emails and events are added to the activity timeline of related contacts. Contacts and events are synced automatically between a connected account and Salesforce
What is Einstein Account Insights?
News-related insights are displayed through articles in the Einstein Insights component. They help maintain relationships with customers.
What is Einstein Automated Contacts?
New contacts and opportunity contact roles are found using email and event activity. They are added automatically or suggested through the Einstein Insights component
What is Einstein Lead Scoring?
Leads are scored based on the successful conversion patterns of the company. A predictive model is created, and the ‘Lead Score’ field is displayed on lead detail pages
What is Einstein Opportunity Scoring?
Each opportunity is given a score from 1 to 99. Past opportunities are analyzed, and the ‘Opportunity Score’ field is displayed on opportunity detail pages.
What is Einstein Activity Capture Configuration?
System (defined by admin) and User (defiened by user) level configuration that defines how data flows between Salesforce and the connected accounts
How often are Einstein Lead Scores Refreshed?
Every 10 days.
What are 2 factors in Einstein Lead Scoring?
Similarity to past converted leads
Activity data
What are 5 factors in Einstein Opportunity Scoring?
Opportunity owner stats (like win rates)
Record detail and history
Activities related to the opportunity or account
Similarity to past opportunities
Product, quote, and price book objects
Where can the Einstein Opportunity Score be seen?
Opportunity Records
Reports
List Views
Forecasts page - if collaborative forecasting is enabled.
What are 5 features of CRM Analytics?
- Templates for Dashboards, Lenses, and Datasets
- Sales analytics dashboard
- Leaderboard
- Sales Rep data like quota attainment, bookings, pipeline activities
- Performance trends by geography, source and customer
What are some of the page layout features of Lightning Sales Console?
- 3 columns
- Split view with tabs and subtabs
- Pinned regions and Accordions
- Utility Bar
What are some components that can be added to Lightning Sales console?
- Access to External Objects
- Knowledge
- History
What are some efficiency components that can be added to Lightning Sales Console?
- Utility bar (History, Notes, Sales Dialer, Macros)
- Quick text and keyboard Shortcuts
- Option to clear workspace for each session
- Option for Tab focused dialogs (keep using SF in other tabs while a dialog is active)
Which Objects does Lightning Sales Console Support?
Accounts, Contacts, Leads
What is not supported in Lightning Sales Console?
- Some features such as push notifications, Knowledge footer, and multi-monitor support are not available for Lightning Experience console apps.
- It is not possible to upgrade a Salesforce Classic console app to Lightning Experience.
How do you customize Lightning Sales Console?
Customize Page layout in Lighting App Builder, Customize components in App manager (macros)
