Sales and CRM Overview Coursera Quiz Answers

All Weeks Sales and CRM Overview Coursera Quiz Answers

This course is the first of a series that aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position.

This course is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. In this course, you will be introduced to essential concepts like the fundamentals of the sales process. You’ll also learn about what Customer Relationship Management (CRM) systems are and what they are used for, you’ll dive into Salesforce’s main products and their use cases, and you will gain a working knowledge of the key functionalities of the Salesforce Sales Cloud that help support a business’s growth.

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Sales and CRM Overview Week 01 Quiz Answers

Quiz : What is CRM?

Q1. What is a Customer Relationship Management system and what is it used for?

Q2. 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.

  • True
  • False

Q3. According to the “What is CRM?” video by Zoho, what are three benefits of using a CRM system?

Quiz : Flexibility of Salesforce

Q1. 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?

  • Service Cloud
  • Sales Cloud
  • Customer Cloud

Q2. 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?

  • Service Cloud
  • Campaign Cloud
  • Marketing Cloud

Q3. List at least three examples of business types or industries that might use Salesforce.

Quiz : Salesforce for Business

Q1. What is the role of a sales operations specialist?

  • To use coding skills to create custom Salesforce apps in order to support a business
  • To leverage Salesforce tools to support and empower sales teams to sell more effectively
  • To teach a business’s employees that the most effective CRM tools can be utilized through the use of spreadsheets.

Q2. True or False: 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.

  • True
  • False

Q3. Which of the following statements are true about CRM? Select all that apply.

  • 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 all about understanding what you know, and accessing the right information when you need it.
  • Customer Relationship Management is the process of managing your company’s relationships and interactions with customers and potential customers.
  • Customer Relationship Management’s only function in most companies is to track customer complaints and resolutions.
  • Customer Relationship Management’s primary purpose is to inform the marketing strategy put in place to send and track targeted advertising campaigns.

Q4. Which of the following are considered prime benefits of using CRM? Select all that apply.

  • Better ability to manage leads
  • Better ability to track your sales data
  • Better data organization
  • Better automated chatbots

Q5. What are some of the benefits of using Salesforce in modern businesses? Select all that apply.

  • Salesforce is very flexible.
  • Salesforce is very customizable.
  • Salesforce enables businesses to manage their entire sales process with spreadsheets.
  • Salesforce integrates with many other types of business software.

Q6. Which of the following teams would get value from using Salesforce? Select all that apply.

  • Sales team
  • Marketing team
  • Customer service team
  • Supply chain team
  • Human resources team

Q7. 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.

  • True
  • False

Q8. What is the name of the Salesforce product that teams can use to track customer interactions?

  • The Support Cloud
  • The Sales Cloud
  • The Service Cloud

Q9. What do the roles of sales operations specialist, sales support specialist, Salesforce administrator, and Salesforce business analyst all have in common?

  • They all require foundational Salesforce skills.
  • They all require a Bachelor’s degree for employment.
  • They all require at least five years of professional training.

Q10. How might a customer service team use Salesforce to improve customer satisfaction?

  • Flag customers who complain frequently in the Salesforce Sales Cloud so that their calls can be routed directly to a manager.
  • Automatically email discount codes to customers who complain using the Salesforce Marketing Cloud.
  • 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.

Sales and CRM Overview Week 02 Quiz Answers

Quiz : Types of Sales

Q1. What is the most accurate definition of “sales”?

  • When a customer makes a transaction or purchase
  • All of the activities involved in selling a product or service to a consumer or business.
  • The act of convincing someone to buy something they don’t need.

Q2. A chemical company engages a software vendor to upgrade its analytics system. What type of company is the software vendor?

  • B2C
  • B2B

Q3. A freelance digital marketer buys a pair of headphones online from a popular electronics brand. What type of company is the electronics brand?

  • B2C
  • B2B

Q4. 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.

  • B2B
  • B2C

Quiz : The Steps of the Sales Process

Q1. What is the “sales process”? Describe it in your own words.

Q2. True or False: The sales process is a rigid, standard process that all companies follow.

  • True
  • False

Q3. What are the five typical steps of a B2B sales process?

Q4. What information would be important to know about a lead when qualifying the lead? Select all that apply.

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

Quiz : Roles on a Sales Team

Q1. Who in the sales process is typically responsible for ensuring customers are supported and successful with their customer service needs?

  • Customer success managers
  • Sales development representatives
  • Account executives
  • Marketing associates
  • Sales managers

Q2. Who in the sales process is typically responsible for qualifying leads? Select all that apply.

  • Sales development representatives
  • Sales managers
  • Account executives
  • Marketing associates
  • Customer success managers

Q3. Who in the sales process is typically responsible for overseeing the sales team and ensuring the team is successful?

  • Marketing associates
  • Sales development representatives
  • Customer success managers
  • Account executives
  • Sales managers

Q4. Who in the sales process manages key stages like presenting and closing?

  • Customer success managers
  • Account executives
  • Marketing associates
  • Sales development representatives
  • Sales managers

Quiz : The Sales Process

Q1. Which of the following is an example of a B2C company?

  • A chain supermarket
  • A web development company that creates websites for large corporations
  • A company that rents office space to businesses
  • A research organization

Q2. 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.

  • True
  • False

Q3. True or False: Typically, the stages of the sales process are prospecting, qualifying, presenting, closing, and customer success

  • True
  • False

Q4. 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.

  • True
  • False

Q5. 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?

  • Prospecting
  • Qualifying
  • Presenting
  • Closing

Q6. Which stage of the sales process is typically handled by a sales development representative?

  • Qualifying
  • Presenting
  • Closing
  • Customer Success

Q7. During which stage in the sales process does a lead typically become a prospect?

  • Prospecting
  • Qualifying
  • Presenting
  • Closing

Q8. 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.

  • True
  • False

Q9. True or false: The role that handles generating reports, tracking and forecasting sales metrics, and providing leadership and guidance to the sales team is typically known as the sales manager.

  • True
  • False

Q10. True or False: The sales process will often vary from company to company depending on the nature of their business and what they are selling.

  • True
  • False

Sales and CRM Overview Week 03 Quiz Answers

Quiz : Tracking and Maintaining Sales Data

Q1. What is a database?

  • an email inbox
  • a form where customers upload their data
  • a structured set of data or information, organized to be easily accessed and updated

Q2. Why is it important to a sales operations department that sales teams track information using a database like a CRM?

Q3. What types of data do sales organizations typically want to track? Select all that apply.

  • Customer Data
  • Deals Won or Lost by Each Rep
  • Sales Currently In Progress

Q4. 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.

  • True
  • False

Q5. What is the difference between a sales quota and sales commission?

  • A sales commission is a target number of sales won for a given time period and sales quota is additional compensation earned for each sale.
  • Sales quota and sales commission are synonymous
  • 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 : Types of CRMs

Q1. 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?

  • Seydou Opeyemi
  • Job:Office Manager
  • Company: Rainforest Keepers
  • Phone Number: (534) 989-4807
  • Email: [email protected]
  • Dewi Bulan
  • Job: Executive Assistant
  • Company: Silver’s Gym
  • Phone Number: (373) 957-9787
  • Email: [email protected]

Q2. Describe some of the benefits and challenges of using sticky notes as a CRM tool.

Q3. Describe the benefits and challeneges of using spreadsheets as a CRM tool.

Q4. True or False: All of the following are advantages of using a CRM software like Salesforce:

  • Log and digitally track information
  • Keep information private to each sales person
  • Reporting and analytics capabilities
  • False
  • True

Q5. Why is storing and tracking data important for CRMs? Select all that apply.

  • Databases allow sales teams to save important information in a structured, organized, accessible, and up-to-date way.
  • So that it can later be turned into accurate data.
  • So that sales teams always have a pulse on how they’re doing.

Quiz : CRM for the Sales Operations Specialist

Q1. Why is it important to a sales operations specialist that sales teams track information using a database like a CRM? Select all that apply.

  • The use of databases ensures that sales teams will be high performing.
  • 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.

Q2. The process of preventing bad or dirty data into a CRM is called:

  • Data hygiene
  • Data syncing
  • Deduplicate data

Q3. Which of the following is true when it comes to tracking data and data hygiene in CRM? Select all that apply.

  • Tracking data ensures the data is clean and reliable.
  • Tracking sales data accurately and frequently helps sales ops specialists analyze the performance of sales teams.
  • Tracking sales data informs sales organizations of their performance and forecasts.

Q4. True or False: A database can be something as simple as keeping track of customer information with a color coded system of sticky notes.

  • True
  • False

Q5. Which of the following are challenges of using sticky notes to track sales data? Select all that apply.

  • Difficult for others to understand
  • Time consuming to create
  • Limited space

Q6. Which of the following are challenges of using spreadsheets to track sales data? Select all that apply.

  • Spreadsheets don’t allow sales people to track a lot of information.
  • Spreadsheets can be difficult to manage if a company has more than a few leads
  • It’s hard to set reminders for follow ups through a spreadsheet, or to integrate with any external platforms that could be helpful in the sales process, like email, calendars, and marketing apps.

Q7. Which of the following CRM options provides the most tools for a sales operations specialist to empower a sales team to do their jobs more efficiently and effectively?

  • Salesforce
  • Spreadsheets

Q8. Why is it important to have a CRM? Select all that apply

  • It’s not important to store and track data.
  • So that sales teams always have a pulse on how they’re doing.
  • In order to gain insights.

Q9. How does using Salesforce as a CRM benefit a sales operations specialist working with a sales team? Select all that apply.

  • It keeps information private to each sales person.
  • It allows sales teams to track deals in a centralized database.
  • It helps a sales ops specialist evaluate the performance of a sales team.

Sales and CRM Overview Week 04 Quiz Answers

Quiz : Trailhead Playground

Q1. Which of the following statements are true about Trailhead? Select all that apply.

  • Trailhead can be used throughout this course and beyond.
  • Trailhead helps you continue mastering new skills.
  • Trailhead consolidates all customer and marketing campaign information for you.
  • Trailhead is free!

Q2. Fill in the blank: Trailhead organizes learning into _______.

  • Sections and Units
  • Modules, Chapters and Items
  • Modules and Units

Q3. Which of the following are steps for setting up a Trailhead account? Select all that apply.

  • Optionally select whether or not you want your profile to be public.
  • Sign up with your email address (Google email required).
  • Finish your profile with details including your role, relationship to Salesforce, Country and State.

Q4. What is a Trailhead Playground? Select all that apply.

  • A year-long free trial of all Salesforce features.
  • A playground for Salesforce that can be spun up with the push of a button.
  • A designated place to work hands-on with Salesforce while you learn.
  • An org that you can use for testing customizations in Salesforce.

Q5. True or False: A Trailhead Playground differs from a Developer Edition (DE) Org.

  • True:
  • False

Quiz : Sales Cloud CRM

Q1. What resources are available to stay current with Salesforce updates? Select all that apply.

  • The hard-bound Salesforce Manual delivered annually.
  • The Salesforce release notes website.
  • The Trailblazer Community.
  • The Salesforce Blog.

Q2. Fill in the blank: _________________ is a more streamlined user experience in Salesforce compared to the older version, Salesforce Classic.

  • Lightning Express
  • Light Experience
  • Lightning Experience
  • Salesforce Thunder

Q3. How does the Salesforce Sales Cloud help support a business’s growth? Select all that apply.

  • Sales Cloud can help measure important metrics and forecast opportunities
  • Sales Cloud ensures that lead prioritization and routing remains a manual task for sales reps.
  • Sales Cloud can help manage a pipeline from lead to close
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