Lead Management in Salesforce Coursera Quiz Answers

All Weeks Lead Management in Salesforce Coursera Quiz Answers

The second course in the Salesforce Sales Operations Professional Certificate, Lead Management in Salesforce, is for anyone who is curious about entry-level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, and how to use tools in Salesforce to manage leads in a real-world business setting.

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Lead Management in Salesforce Week 01 Quiz Answers

Quiz : The Role of a Marketing Associate

Q1. Fill in the blank: The first stage of the sales process, the _____________ stage, primarily involves generating leads. In this stage, the goal is to identify as many potential customers as possible by generating inbound and/or outbound leads.

  • closing
  • customer success
  • prospecting
  • presenting
  • qualifying

Q2. What is Lead Management?

  • A process where the sales and marketing team negotiate with a lead to close a deal.
  • A process where leads are qualified, analyzed, and developed by the members of a sales and marketing team so that they can be converted into new prospects for a business.
  • A Salesforce tool that sales teams use to present a new feature to customers.
  • A type of management style where the manager leads by example.

Q3. Which of the following would NOT be a typical responsibility for a digital marketing associate?

  • Record consumers that clicked on an ad as an inbound lead.
  • Send out emails to subscribers to promote the latest product.
  • Take part in the planning and execution of marketing campaigns.
  • Make final negotiations on the price of a deal.

Quiz : Saleforce for the Marketing Associate

Q1. Imagine you are a sales operations specialist supporting a digital marketing associate. The marketing associate is tracking and storing campaign data and leads in a spreadsheet, but they are feeling overwhelmed. All the data is spread across various tools, and they have an email inbox full of questions from other team members about the leads. It’s just too much! You as the sales ops specialist know a few ways Salesforce could help the marketing associate. Select all that apply.

  • Help streamline their workflow.
  • Enhance collaboration through Salesforce tools.
  • Create a single source of data in Salesforce that’s accessible to everyone.
  • Help them better organize taking a deal from presentation to close.
  • Empower team members to track all of their information in a single place

Q2. Imagine a marketing associate comes to you, a sales ops specialist, with a spreadsheet of leads. What is the first thing you should suggest to make sure the marketing associate is practicing sound lead management?

  • Ask the marketing associate to email all the leads in Salesforce immediately
  • Nothing. You cannot help the marketing associate.
  • Ask the marketing associate to organize the spreadsheet and make sure all fields are filled out.
  • Ask the marketing associate to download the sheet as a CSV and send it to a sales development representative.

Q3. Fill in the blank: In order to import leads to Salesforce, make sure your data is downloaded as a/an ____ file. This type is compatible with Salesforce, making it simple and straightforward to move data from a spreadsheet into Salesforce.

  • Text CSV (*.csv)
  • Portable Doc (.*pdf)
  • Excel (*.xlsx)

Q4. Fill in the blank: To import lead data into Salesforce, marketing associates will need to use the _______, a tool in Salesforce that allows users to import data from outside the CRM.

  • Data Import Wizard
  • Data Export Wizard
  • Salesforce Lead Manager

Q5. In Salesforce, what are database tables referred to as?

  • Objects
  • Databases
  • Tables

Q6. In Salesforce, what are the categories of information that are stored in an object? Select all that apply.

  • Records
  • Columns
  • Fields

Q7. In Salesforce, what is a single instance of a Salesforce object called?1 point

  • Rows
  • Record
  • Fields

Quiz : Managing Leads in Salesforce

Q1. What might the average workday include for a digital marketing associate? Select all that apply.

  • Make final negotiations on the price of a deal.
  • Record consumers that clicked on an ad as an inbound lead.
  • Send out emails to subscribers to promote the latest product.

Q2. How might a sales operations specialist support a digital marketing associate?

  • Help them better organize taking a deal from presentation to close.
  • Enhance collaboration.
  • Help streamline their workflow.

Q3. As a sales ops specialist, which of the following are good reasons why you should ensure that marketing associates are importing their data into Salesforce? Select all that apply.

  • To generate quotes.
  • To get all data in one place.
  • To organize data.

Q4. Imagine a marketing associate comes to you, sales ops specialist, with a spreadsheet of leads. What is the first thing you should do?

  • Ask the marketing associate to organize the spreadsheet and make sure all fields are filled out.
  • Ask the marketing associate to download the sheet as a CSV and send it to a sales development representative.
  • Ask the marketing associate to sign into Salesforce and import the lead data.

Q5. Select the correct term to fill in the blank: In Salesforce, database tables are referred to as _______.

  • records
  • fields
  • objects

Q6. Imagine that a marketing associate would like to import lead data from a spreadsheet into Salesforce. Prior to importing this data into Salesforce, the marketing associate will need to download the spreadsheet data as which type of file?

  • Excel (*.xlsx)
  • Word (*.doc)
  • Text CSV (*.csv)

Q7. What is the correct progression of steps for using the Data Import Wizard in Salesforce?

  • 1. Upload spreadsheet, 2. Review data, 3. Confirm Import
  • 1. Choose Data, 2. Edit Mapping, 3. Start Import
  • 1. Edit Mapping, 2. Choose Data, 3. Start Import

Lead Management in Salesforce Week 02 Quiz Answers

Quiz : Organizing Lead Data Using Salesforce

Q1. Why might a sales team want to organize their lead data in Salesforce?

Q2. Which of the following are tools that help you keep your data clean and organized in Salesforce?

  • List Views
  • Filters
  • In-Line Editing
  • All of the above

Q3. What is a list view in Salesforce?

  • Lists in Salesforce that display items (e.g., leads) based on specific criteria.
  • A list of your personal tasks to complete in Salesforce.
  • A Salesforce feature that allows other members of your team to view your list.

Q4. Fill in the blank: A _____ is a tool in Salesforce that allows you to pare down your data to only show what you want.

  • filter
  • zoom
  • slicer

Q5. Which of the following are ways you can organize data in Salesforce? Select all that apply.

  • Hide unnecessary fields
  • Add filters
  • Adjust column sizes

Q6. Let’s say a member of a sales team only wants to display leads in their list whose lead status is open, so they decide to create a filter. When adding this filter, what should the Field, Operator, and Value be in order to show this list view? Select the most appropriate answer to fill in the blue boxes in the following image of Salesforce’s filter feature.

  • Field: Lead Status, Operator: Equals, Value: Open – Not Contacted
  • Field: Lead Status, Operator: Equals, Value: Closed
  • Field: Open/Closed, Operator: Does Not Equal, Value: Lead Status

Quiz : Working with Campaigns in Salesforce

Q1. Why might a sales team want to organize their lead data in Salesforce? Select all that apply.

  • Salesforce allows for great collaboration between sales team members
  • Salesforce enables you to easily organize lead data
  • Salesforce gives potential new customers visibility into their data
  • Salesforce enables you to store all your lead data in one centralized location.

Q2. Let’s say a member of a sales team only wants to display leads in their list whose lead status is open, so they decide to create a filter. When adding this filter, what should the Field, Operator, and Value be in order to show this list view? Select the most appropriate answer to fill in the blue boxes in the following image of Salesforce’s filter feature.An image showing blank values for the following options: Field, Operator, and Value

(Hint: this is the filter created In the Guided Project: Editing and Filtering Leads)

  • Field: Lead Status, Operator: Equals, Value: Open – Not Contacted
  • Field: Closed, Operator: Equals, Value: False
  • Field: Status, Operator: Does not Equal, Value: Working – Contacted

Q3. When would you want to use the “Select Fields to Display” control in Salesforce? Select all that apply.

Hint: You can access this list view control by clicking on the gear icon; you learned about this in the Guided Project: Editing and Filtering Leads.

  • When you want to remove fields from your list that are currently visible.
  • When you want to import new data to your list.
  • When you want to edit the mapping of a field.
  • When you want to add fields to your list that are not currently visible.

Q4. True or False: Building brand awareness through ads on platforms like Facebook is an example of a campaign.

  • True
  • False

Q5. When adding multiple leads to a campaign at one time, when would a marketing associate want to change the Member Status field from “Sent” to “Responded”?

  • As soon as the marketing associate sends campaign emails to leads.
  • Never, this will happen automatically.
  • If all selected leads have interacted with the campaign in some way (i.e. filling out a form)

Q6. True or False: A marketing associate should only create a New Task within a campaign for themself, not for other members of their team.

  • True
  • False

Q7. Imagine you are a sales ops specialist supporting a marketing associate at your company. The marketing associate has a task to “Update Member Status from Email System”. The marketing associate checks their email, and sees that 5 leads (out of 5 total) have responded to a campaign. What should the marketing associate do next? Select all that apply.

  • Navigate to the Campaign Members object, select all members and update their status to “Responded”.
  • Check the checkbox next to your task to complete it.
  • Verify that the Opportunity field now says “Responded”.

Q8. Imagine a marketing associate provides you with this spreadsheet of inbound leads data. They also tell you that Yaloo Search is a typo and should be Yazoo Search. What should you advise them to do?

  • Update the name of the company in the spreadsheet.
  • Delete the Company name and then import the spreadsheet into Salesforce.
  • Delete the Company column from the spreadsheet.

Q9. Imagine that you are a sales ops specialist supporting a marketing associate at your company. The marketing associate has imported their lead data into Salesforce. The marketing associate notices that all fields are displayed, but they only want to see the name, lead status and email fields. How can you help them with this? Select all that apply.

  • Edit the field titles of the unwanted fields to be “N/A”.
  • Delete the unwanted fields from the object.
  • Hide all the fields that are not relevant for the marketing associate.

Q10. Should marketing associates make sure to associate leads with campaigns before handing them off to the sales team?

  • No, that is the responsibility of the sales team.
  • Yes, so it’s clear where the leads came from.
  • No, this is not important.

Lead Management in Salesforce Week 03 Quiz Answers

Quiz : The Life of an SDR

Q1. Consider a flower shop that collects all of the email addresses of people who have signed up for their weekly letter. These people are considered __________ .

  • Leads
  • Prospects

Q2. Imagine that a company like Microsoft has received email addresses from a section of their website that says “contact us if you are interested in purchasing this product.” These email addresses were scanned by the marketing department and have just been handed off to an SDR to be qualified. These people are considered __________ .

  • Leads
  • Prospects

Q3. An SDR has reached out to leads who have shown interest, and has identified which of these leads are most likely to make a purchase. The leads that have been qualified by the SDR as likely to make a purchase are considered __________ .

  • Leads
  • Prospects

Q4. An SDR has just received 600 leads from the marketing team. The next step is…

  • Scheduling calls with all of the leads.
  • Sending a group email to all of the leads.
  • Immediately marking all of the leads as prospects.
  • Looking through the leads and researching them to see which are most likely to continue engaging with the sales team.

Q5. What is the purpose of an SDR using an ideal customer profile (ICP) during the lead qualification process?

Quiz : Salesforce for SDRs

Q1. As a sales ops specialist, which of the following would you advise a sales development representative to track using Salesforce? Select all that apply.

  • Customer complaints
  • Emails and communications
  • Calendar events and scheduled meetings
  • Lead records

Q2. For sales team members, logging every action and event in Salesforce can feel like a lot of extra work at first. What are some of the main benefits to logging this information in a CRM system like Salesforce?

Quiz : Logging Communications and Actions

Q1. An SDR has just conducted a phone call with a lead. As a sales operations specialist, you suggest that he update which of the following in the lead record in Salesforce? Select all that apply.

  • Record details
  • Follow-up Tasks or Events
  • Logged Calls
  • Notes

Q2. Where on a Salesforce Lead record page can an SDR record information like a lead’s company revenue and number of employees?

  • Email tab
  • Details tab
  • Events tab
  • Activity tab

Quiz : Tracking Leads in Salesforce

Q1. An SDR has asked you, the sales operations specialist, for help to know how to make sure she’s focusing her attention on the leads that have the greatest potential for qualifying. Which field within the lead object do you recommend that she use?

  • Rating
  • Lead Source
  • Lead Status
  • Created Date

Q2. Why is it important for a sales development representative to understand how to use Salesforce tools to determine which leads are most valuable to contact?

Quiz : Managing and Qualifying Leads

Q1. Which of the following statements accurately describe a prospect? Select all that apply.

  • A prospect may be interested in a company’s product but is not very likely to make a purchase.
  • A prospect can become a lead if a member of the sales team determines that they are a Marketing Qualified Lead (MQL).
  • A prospect has been qualified by a sales development representative and is also known as a Sales Qualified Lead (SQL).
  • A prospect starts out as a lead.

Q2. True or False? A sales development representative typically completes all of the following tasks as part of their day-to-day work: generating leads, communicating with leads, qualifying leads, presenting product demonstrations, and closing deals.

  • True
  • False

Q3. Which of the following pieces of information is likely to be included in an ideal customer profile (ICP)? Select all that apply.

  • Demographic information
  • What industry the customer works in
  • The customer’s role at their company
  • What type of problem the customer is looking to solve
  • The customer’s budget

Q4. Ellen is a marketing associate in charge of managing her company’s social media accounts. Part of her job involves keeping track of people who have begun following the company’s Instagram page and sharing this information with the sales development representatives. The people who have begun following the company’s Instagram account are considered what?

  • Prospects
  • Customers
  • Leads

Q5. A sales development representative can keep track of which of the following tasks in Salesforce? Select all that apply.

  • Lead records
  • Emails and communication
  • Calendar events and scheduled meetings

Q6. True or False? During the qualification process, information gathered about a lead (such as their product needs, their budget, their desired timelines, or their concerns) can be logged in Salesforce as Notes, Tasks, or details in a Call Log, and then passed along to the account executive when the lead becomes a prospect.

  • True
  • False

Q7. True or False? When a sales development representative emails a lead, they can create and send the email directly within Salesforce.

  • True
  • False

Q8. True or False? Within the Salesforce Lead record, a sales team member has the ability to record details about all of the following activities: Log a Call, New Task, New Event, Email, and Make the Sale.

  • True
  • False

Q9. A sales development representative has asked you, the sales operations specialist, for help with managing her leads. She has a LOT of leads to work on, and she wants to know how she can indicate in Salesforce which leads should get her attention first. What would you recommend that she do?

  • In the Lead object, use the Lead Status field to mark the leads with the greatest potential as Working – Contacted.
  • In the Lead object, use the Lead Status field to mark the leads with the greatest potential as Hot.
  • In the Lead object, use the Rating field to mark the leads with the greatest potential as Hot and then sort the leads based on that rating.

Q10. True or False? An SDR would like her Salesforce tasks to be added to her Salesforce calendar so that she can more easily track them. Unfortunately, tasks cannot be added to a Salesforce calendar.

  • True
  • False

Lead Management in Salesforce Week 04 Quiz Answers

Quiz : Enhancing Email with Salesforce

Q1. For a sales development representative, what is the benefit to creating and using email templates in Salesforce?

Q2. An SDR has asked you, the sales ops specialist, for help with a Salesforce email template. The SDR wants to send an email to multiple leads using the template, but he’d like each lead’s name to appear in the email so that it feels more personal. Which Salesforce email tool should you tell the SDR to use in order to insert the correct names into his emails?

  • Merge Fields
  • List Emails
  • Activity Tab
  • Public Email Templates

Q3. An SDR has come to you, the sales operations specialist, for help. Her manager has asked her to send out customized emails to 10 different hot leads, and then share the email template she creates with the rest of the sales team. However, she hasn’t done this before! Help the SDR by describing the steps she’ll need to take in Salesforce to fulfill her manager’s request.

Quiz : Boosting Sales Productivity in Salesforce

Q1. Which of the following statements is true about Shared Activities in Salesforce? Select all that apply.

  • The Shared Activities feature needs to be enabled under Activity Settings in Setup.
  • Only the primary contact on a Shared Activity will appear in the event or task details.
  • The Shared Activities feature allows multiple contacts to be related to a single event or task.

Q2. Which of the following statements is true about Calendars and Events in Salesforce? Select all that apply.

  • Salesforce users can create custom event list views in order to help them plan and schedule.
  • Salesforce users can create object calendars to display milestones related to specific records.
  • Salesforce users can use the availability view to find a time that is free for all team members.
  • Salesforce users can utilize public calendars to more easily organize team-based events and tasks.

Q3. True or False? In order to send Gmail or Office 365 email through Salesforce, the user permission first needs to be turned on through “Send through External Email Services” in Setup, and then each user will need to connect their own email account to Salesforce by following the prompts and managing the configuration from “My Email Settings” within their personal settings.

  • True
  • False

Quiz : Converting Leads

Q1. In Salesforce, what is “lead conversion”?

  • The point in the sales process when a lead makes a sale.
  • The point in the sales process when a lead expresses interest in a product or service.
  • The point in the sales process when a lead is officially determined to be qualified.

Q2. In Salesforce, when a lead is converted, what is it turned into? Select all objects that apply.

  • Task
  • Account
  • Contact
  • Opportunity

Q3. Who is typically responsible for converting leads in Salesforce?

  • A customer success manager
  • A sales development representative

Q4. True or False? There can be multiple opportunities for a single account.

  • True
  • False

Q5. Describe the relationship between leads, accounts, contacts, and opportunities.

Q6. After doing some initial outreach and research, a sales development representative has a list of 10 leads that she thinks are not very likely to make a purchase; she is not going to qualify these leads as prospects. In Salesforce, what should she do with these leads?

  • Change their Lead Status to “Closed – Converted.”
  • Change their Lead Status to “Open – Not Contacted” so that they can be contacted again later.
  • Leave their Lead Status as “Working – Contacted” so that she has easy access to their records in case she wants to reach out again at a later time.
  • Change their Lead Status to “Closed – Not Converted.”

Quiz : Enhancing Sales Productivity and Converting Leads

Q1. Which of the following statements is true about using Salesforce to send email? Select all that apply.

  • You can’t use Salesforce to send email.
  • Email can be sent to a single individual using Salesforce.
  • Email can be sent to a small group of people using Salesforce.
  • Email can be sent to a list of contacts using Salesforce.

Q2. A sales development representative has asked you, the sales operations specialist, for help with emailing leads through Salesforce. She has an email template that she’d like to use to send the same message to a group of ten leads, but she doesn’t want the message to sound too generic. What feature would you recommend that she incorporate into the email in order to personalize the messages for each recipient?

  • After inserting the email template, manually change the salutation and company name for each recipient.
  • Attach a file to send a personal note
  • Insert a merge field to add the recipient’s own name and company name
  • Insert an image that will appeal to each of the leads.

Q3. One of the SDRs in your company has asked you, the sales ops specialist, to review an email template that he has created. It looks really great, and you have a hunch he’s going to see a lot of success when he sends this message to interested leads! You ask if he’d be willing to share this template with the rest of the team. What is the best way for the SDR to share this template?

  • Save it as a public template
  • Save it as a private template
  • Email it to his teammates so that they can save it in their own accounts

Q4. An SDR has created an email template that they like and want to continue using. However, they’ve realized that when sending this email to leads who are interested in a specific product, they’d like to make a slight variation to it. As the sales operations specialist working with this SDR, what do you recommend that they do to create this variation of the successful email template in the most efficient way possible?

  • Create a new email template from scratch.
  • Continue using this template and make the desired variation manually when needed
  • Create a clone of the template, make the desired variation, and save the template with a new name

Q5. Which of the following are tools and features within Salesforce that can be used to help boost sales productivity? Select all that apply.

  • Object calendars that display milestones related to specific records
  • Shared public calendars
  • Sending email from external services through Salesforce.
  • Shared Activities that allow multiple contacts to be associated with a single event or task

Q6. True or False? In Salesforce, when a lead is converted to a prospect, the lead is turned into a contact, an account, and an opportunity.

  • True
  • False

Q7. Which of the following statements about accounts in Salesforce is true? Select all that apply.

  • In Salesforce, each account can have only one contact associated with it.
  • In Salesforce, a single account can have multiple contacts and multiple opportunities associated with it.
  • In Salesforce, the account object represents the companies and organizations that account executives are doing business with.
  • In Salesforce, each account can have only one opportunity associated with it.

Q8. After a few conversations with a particular lead, the sales development representative decides that this lead is not likely to make a purchase. Since this lead is not going to be qualified as a prospect, what will the SDR do with this lead record in Salesforce?

  • Change the Lead Status to “Closed – Converted.”
  • Change the Lead Status to “Waiting.”
  • Leave the Lead Status as “Working – Contacted,” and add a note to the record to indicate that the lead isn’t likely to make a purchase.
  • Change the Lead Status to “Closed – Not Converted.”

Q9. An account executive has started working with a newly converted account, and she realizes that there are multiple people at this business who will need to be involved in the decision making process before a purchase will be made. As a sales operations specialist, how would you recommend that she keeps track of all of these individuals in Salesforce?

  • In the account record, add notes that indicate the names and contact information of the other decision-makers who are likely to be involved in this transaction.
  • In the contact record, add notes that indicate the names and contact information of the other decision-makers who are likely to be involved in this transaction.
  • Create a contact record for each of the individuals and associate all of them with the account record.

Q10. True or False? In many companies, it’s appropriate for a lead to remain a lead forever.

  • True
  • False
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