Explanation:
When customers raise objections after a value proposition, the sales representative should first understand both the logical concern and any emotional reactions. Once this understanding is established, the next step is to re-engage the customer through clarifying questions. This helps identify whether the concern can be resolved, uncovers additional needs, and determines how to move the conversation forward. Asking questions keeps the dialogue open and prevents defensive responses.

Correct Option:

A — Ask questions to determine if they can get the deal back on track.
This approach encourages constructive conversation. By asking questions, the sales rep uncovers the root cause of the objection and gauges the customer’s willingness to continue. It also shows empathy and reinforces that the rep values the customer’s perspective. This method helps redirect the discussion toward solutions and rebuilds momentum in the sales cycle.

Incorrect Option:

B — Stand by the solution and point out their misunderstanding.
Pointing out a misunderstanding can come across as confrontational and may escalate the customer’s negative emotion. Even if the customer is misinformed, correcting them too quickly can damage trust. Because the emotional reaction is already present, a direct challenge may push the deal further off track rather than resolving the objection.

C — Compare risks and benefits using features, advantages, and benefits (FAB).
Using the FAB technique is valuable, but timing matters. Jumping directly into feature and benefit comparisons before clarifying the objection may result in a mismatch between the explanation and what the customer actually cares about. FAB is more effective after the objection is clearly understood and aligned with customer priorities.

Reference:
Salesforce Trailhead – Sales Skills: Handle Objections Effectively: Asking Clarifying Questions and Exploring Customer Concerns.

Explanation:
The Net Promoter Score (NPS) is a standardized metric designed specifically to measure customer loyalty and the likelihood of a customer to recommend a company, product, or service to others. It is based on a single question: "How likely are you to recommend [Company/Product] to a friend or colleague?" The responses categorize customers as Promoters, Passives, or Detractors, providing a clear index of the potential for growth and advocacy.

Correct Option: A

Net Promoter Score (NPS)
Recommendation Focus: NPS is the definitive measure for quantifying a customer's willingness to advocate for a product. This directly answers the sales representative's objective of measuring how likely the customer would be to recommend the product.

Loyalty Metric: NPS is a forward-looking metric that correlates strongly with customer loyalty, repeat purchases, and Customer Lifetime Value (CLV), making it invaluable for sales teams looking to leverage successful deals for future referrals.

Simple Calculation: It is calculated by subtracting the percentage of Detractors (low scores) from the percentage of Promoters (high scores), providing a simple index score that is easy to track and benchmark.

Incorrect Options: B & C

B. Customer Satisfaction Survey (CSAT)
Satisfaction Focus: CSAT measures a customer's short-term happiness with a specific interaction, transaction, or recent purchase (e.g., "How satisfied were you with the installation process?"). While high satisfaction can lead to recommendations, CSAT is a measure of transactional happiness, not the long-term, relationship-based advocacy that NPS measures.

C. Customer Engagement Score (CES)
Effort Focus: The Customer Engagement Score (CES) typically measures the ease of a customer's experience (e.g., "How easy was it to get the issue resolved?"). A low-effort experience is good, but CES is focused on usability and service ease, not the underlying loyalty and advocacy required to recommend a product.

Reference:
NPS is a globally recognized metric in Customer Experience Management (CX) and Sales Post-Close Strategy. Its specific design to gauge the likelihood of recommendation makes it the correct choice in the Salesforce Sales Foundations context regarding post-sale measurement.

Explanation:
This question focuses on a greenfield account (a completely new prospect with no existing relationship) and asks for a customer-centric engagement strategy on a digital platform. The most effective approach is one that adds value to the prospect personally or professionally before asking for anything, thereby building social capital and recognition.

Correct Option:

A. Promote a prospect's content on social media:
This is a highly effective, customer-centric digital engagement strategy. By sharing, commenting on, or endorsing the prospect's own content (e.g., a LinkedIn article, post, or achievement), the sales rep demonstrates genuine interest, provides value (amplification), and initiates a positive, non-salesy interaction. This builds rapport and makes the eventual outreach much warmer.

Incorrect Options:

B. Upsell to a prospect at an existing account:
This is irrelevant to the scenario. The scenario specifies a greenfield account (a brand new prospect), not an existing customer. Upselling applies only to current accounts.

C. Send an email with content links to a prospect:
While email with relevant content is a standard outreach method, it is less customer-centric than Option A. It primarily promotes the seller's content and is a common, often impersonal, tactic. Promoting the prospect's content is a more distinctive and generous first touch that focuses entirely on them.

Reference:
This aligns with modern social selling and digital engagement best practices. Trailhead modules on social selling emphasize adding value first by engaging with a prospect's content, which builds familiarity and trust before making a direct ask, a key strategy for initiating contact with greenfield accounts.

Explanation:
Whiteboarding is an effective visual collaboration technique used during discovery conversations with customers. It helps sales reps capture information, map challenges, and visualize workflows in real time. When customers see their problems and priorities represented visually, it encourages deeper engagement and clearer communication. Using whiteboarding to organize information by importance helps both parties align on what truly matters before discussing solutions.

Correct Option:

A — To organize ideas by level of importance.
Whiteboarding allows the sales rep to capture customer challenges and arrange them visually based on urgency, impact, or priority. This collaborative approach ensures the conversation stays focused on the most critical issues. It also builds customer trust by showing that the rep is listening, clarifying, and structuring the discussion around the customer’s needs rather than pushing a product prematurely.

Incorrect Option:

B — To illustrate how a product fits in with other products in the catalog.
This shifts the focus away from the customer too early. Whiteboarding during discovery should center on understanding the customer's environment and challenges—not on product presentations. Showing how products fit together is better suited for later solution mapping, after the customer’s needs have been fully uncovered and validated.

C — To present solutions without input from the customer.
Presenting solutions without customer input is counterproductive. Whiteboarding should be interactive and designed to encourage customer participation. Unilaterally presenting solutions can lead to misunderstandings, poor discovery, and reduced customer trust. Effective sales reps use whiteboarding to co-create understanding, not to control the narrative.

Reference:
Salesforce Trailhead – Discovery Skills for Sales: Using Visual Tools for Collaborative Customer Conversations.

Explanation:
For a sales team to achieve data quality and build an accurate forecast, collaboration is the foundational priority. Forecasts rely on accurate, up-to-date opportunity data (e.g., stage, amount, close date). Ensuring this accuracy requires seamless communication and shared responsibility across different teams (sales reps, sales managers, sales operations, and sometimes even marketing/customer success). Collaboration ensures everyone agrees on the definitions of forecasting stages and consistently enters timely, objective data, which minimizes errors and leads to a reliable rollup.

Correct Option: A

Collaboration
Shared Understanding: Collaboration ensures all team members adhere to the same standards for updating opportunities and pipeline stages. This consistency eliminates ambiguity and subjective data entry, which is the most common cause of poor data quality in a forecast.

Consensus on Commit: For an accurate forecast, sales reps and managers must collaborate to agree on which deals are truly "commit" (most likely to close). This prevents "sandbagging" (under-forecasting) or "sprint-loading" (over-forecasting) and improves the reliability of the overall prediction.

Timely Updates: Effective collaboration ensures that reps and managers communicate changes, such as unexpected delays or newly discovered objections, immediately. This ensures the forecast reflects the current reality of the pipeline, which is vital for accuracy.

Incorrect Options: B & C

B. Pipeline visibility
Pipeline visibility (the ability to see all deals) is an enabling feature of a CRM tool, not a foundational priority that ensures data quality. If reps do not collaborate to enter accurate data, high visibility only shows you a clear view of bad data. Collaboration must precede visibility for the data to be useful.

C. Sales process
A defined Sales Process (the steps a deal moves through) provides the structure for the forecast (the stages/categories). However, the process itself does not enforce data quality. It is the collaborative discipline among the team members, ensured by management, to follow that process and enter honest data that drives quality.

Reference:
Collaboration is recognized in sales management best practices as a primary driver of Forecast Accuracy and Data Governance, especially in organizations using CRM platforms like Salesforce. This concept is covered in the Salesforce Sales Foundations curriculum.