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質問 # 21
営業担当者はどのようにして確認の質問を始めればよいでしょうか?
- A. 「あなたの言っているのは...」
- B. 「どういう意味ですか…」
- C. 「詳しく教えてください...」
正解：A
解説：
"What I hear you saying is..." is a way to begin a confirming question. A confirming question is a question that helps to verify or validate what the customer says or means. A confirming question helps to show understanding, empathy, and respect for the customer's concerns, as well as to avoid confusion, misunderstanding, or miscommunication. Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
質問 # 22
営業担当者は異議を受け取り、顧客がためらいや反応について詳しく説明するよう促します。
彼らはどのタイプの質問を活用していますか?
- A. 明確にする
- B. 確認中
- C. 変更
正解：A
解説：
Clarifying questions are the type of questions that the sales rep is leveraging when they encourage the customer to elaborate on their hesitation and responses. Clarifying questions are questions that help to understand, verify, or confirm the information or meaning of what the customer says. Clarifying questions help to avoid confusion, misunderstanding, or miscommunication, as well as to provide relevant information or solutions. Reference: https://www.salesforce.com/resources/articles/sales-questions/#sales-questions-types
質問 # 23
潜在的な顧客についての洞察を得るために、営業担当者は最初にどのステップを実行する必要がありますか?
- A. 関係者へのインタビューを実施します。
- B. カスタマーサクセスプランを作成します。
- C. 顧客に関するデータを分析します。
正解：C
解説：
Analyzing data about customers is the first step that a sales rep should take to gain insight on potential customers. Data analysis 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. Reference: https://www.salesforce.com/resources/articles/customer-analysis/#customer-analysis-definition
質問 # 24
営業担当者は見込み顧客とのディスカバリ会話を行っています。
この会話中に営業担当者はどのアプローチを取るべきですか?
- A. 見込み客の課題と目標を理解するために、自由形式の質問をします。
- B. 新製品を市場に投入する際の自社の歴史と革新性を紹介します。
- C. 顧客の会社に関するオンライン調査で収集した情報を共有します。
正解：A
解説：
Asking open-ended questions to understand the prospect's challenges and goals is the approach that the sales rep should take during a discovery conversation with a prospect. A discovery conversation is a conversation that helps to uncover information about the prospect's situation, needs, pain points, and objectives. Asking open-ended questions is an effective way to elicit detailed and meaningful responses from the prospect, as well as to show interest and empathy for their challenges and goals.
質問 # 25
営業担当者が反対意見に直面したとき、それを克服するための効果的な最初のステップは何でしょうか?
- A. 異議に基づいて追加の実証を提供します。
- B. 異議を認め、追加の質問をします。
- C. 反対意見を解決するためのポリシーと手順を説明します。
正解：B
解説：
Acknowledging the objection and asking follow-up questions is an effective first step to overcome an objection from the customer. Acknowledging the objection helps to show empathy and respect for the customer's concerns, as well as to avoid confrontation or defensiveness. Asking follow-up questions helps to understand the root cause, scope, and impact of the objection, as well as to clarify any misunderstandings or misinformation. Reference: https://www.salesforce.com/resources/articles/sales-objections/#sales-objections-handling
質問 # 26
営業担当者は大規模な業界カンファレンスに出席する予定です。
営業担当者はカンファレンス参加に対して最大の投資収益率を確保するにはどうすればよいでしょうか?
- A. 出席者との交流の機会を設定します。
- B. 対象を絞った計画を策定し、一連のタッチポイントを調整します。
- C. できるだけ多くのネットワーキング イベントに参加します。
正解：B
解説：
Developing a targeted plan and coordinating a series of touchpoints is a way to ensure the largest return on investment for attending a conference by maximizing the opportunities to connect with potential prospects, customers, and partners. A targeted plan should include identifying the goals, audience, and message for the conference, as well as scheduling meetings, events, and follow-ups with key contacts. Reference: https://www.salesforce.com/resources/articles/sales-conference/#sales-conference-tips
質問 # 27
何度も会議や会話を行った後、営業担当者は見込み顧客への売り込みに招待されます。
売り込みが成功する可能性を高めるために、営業担当者は見込み客との信頼関係をどのように築くべきでしょうか?
- A. 営業担当者の会社で実績があり、最も成功している製品ラインに基づいて売り込みを行います。
- B. 見込み客の顧客の課題に関する発見調査に基づいて提案を行います。
- C. 見込み顧客が以前の会話で明確に伝えたことに基づいてピッチを作成します。
正解：B
解説：
Basing the pitch on discovery research into the prospect's customers' challenges is a way to build credibility with the prospect and increase the chances of a successful pitch. This shows that the sales rep has done their homework, understands the prospect's business and market situation, and can provide solutions that can help them serve their customers better. Reference: https://www.salesforce.com/resources/articles/sales-pitch/#sales-pitch-tips
質問 # 28
営業担当者は取引を成立させたばかりで、顧客が成功に向けて準備が整っていることを確認したいと考えています。
営業担当者はどうすれば顧客に製品の優れたエクスペリエンスを提供できるでしょうか?
- A. 他の顧客の成功事例を共有します。
- B. タイムリーなサポートとトレーニングを提供します。
- C. 追加の製品やサービスを推奨します。
正解：B
解説：
Providing timely support and training is one of the best ways to ensure the customer has a great experience with the product. Support and training help the customer to use the product effectively, efficiently, and confidently, as well as to troubleshoot any issues or challenges they may encounter. Support and training also help to build trust, loyalty, and retention with the customer. Reference: https://www.salesforce.com/resources/articles/customer-service/#customer-service-tips
質問 # 29
営業担当者は、見込み顧客の問題点、望ましい結果、感情的な要因を理解するよう努めています。
この取引は販売プロセスのどの段階にありますか?
- A. 協力する
- B. 作成
- C. 接続する
正解：B
解説：
Create is the phase of the sales process where this deal is when the sales rep is working to understand a prospect's pain points, desired outcomes, and emotional drivers. Create is the phase where the sales rep presents and demonstrates how their product can address the prospect's pain points and needs, and deliver tangible benefits and outcomes. Create is also where the sales rep builds rapport and trust with the prospect by showing empathy and understanding of their emotional drivers. Reference: https://www.salesforce.com/resources/articles/sales-process/#sales-process-stages
質問 # 30
営業担当者は、提案されたソリューションから特定の顧客がどのようなメリットを受けるかを明確にします。
営業担当者はソリューション ユニットのどの部分を使用していますか?
- A. 特典
- B. 事実
- C. アプリケーション
正解：A
解説：
A benefit is a part of a solution unit that clarifies how a specific customer will benefit from the solution proposed. A benefit is the value or advantage that the solution provides to the customer, such as saving time, money, or effort, or increasing productivity, quality, or satisfaction. A benefit should be specific, measurable, and relevant to the customer's pain points and needs. Reference: https://www.salesforce.com/resources/articles/value-selling/#value-selling-definition
質問 # 31
営業担当者は、自社のソリューションを推奨する可能性が高く、組織内で尊敬されている、顧客に忠実な人材を活用して、新しい購入者にアクセスしたいと考えています。
営業担当者はどのタイプの顧客をターゲットにしたいと考えていますか?
- A. チャンピオン
- B. 良好
- C. サポート的
正解：A
解説：
A champion is a type of customer who is loyal to the sales rep, likely to recommend their solution, and well respected in their organization. A champion can help the sales rep gain access to new buyers by influencing their decision-making process, providing referrals and testimonials, and advocating for the solution within their organization. Reference: https://www.salesforce.com/resources/articles/sales-champion/#sales-champion-definition
質問 # 32
アップセルの提案で望ましい結果は何ですか?
- A. 顧客離れ率を下げるため
- B. 更新時に現在の契約を維持するため
- C. 既存の製品を最適化するため
正解：C
解説：
The desired outcome of an upsell proposal is to optimize existing product offerings by selling more features or services to an existing customer. Upselling helps to increase customer satisfaction, loyalty, and retention by providing them with more value and benefits from the product. Upselling also helps to increase revenue and profitability for the sales rep and the company. Reference: https://www.salesforce.com/resources/articles/upselling/#upselling-definition
質問 # 33
営業担当者には、さまざまな段階でさまざまな機会が含まれるパイプラインがあります。
営業担当者はステージの速度を向上させたいと考えています。
ステージの速度を向上させるために営業担当者は何をすべきでしょうか?
- A. 取引をサイズごとに並べ替え、最初に最大の取引に焦点を当てます。
- B. マネージャーから指導を受け、フォローアップのリズムを作ります。
- C. 顧客を調査し、顧客の要求に応じて顧客と関わります。
正解：B
解説：
Obtaining guidance from a manager and creating a follow-up cadence is what the sales rep should do to improve stage velocity. Stage velocity is the measure of how fast an opportunity moves from one stage to another in the sales process. Obtaining guidance from a manager helps to get feedback, advice, and support on how to advance the opportunity. Creating a follow-up cadence helps to maintain communication, engagement, and momentum with the customer. Reference: https://www.salesforce.com/resources/articles/sales-pipeline/#sales-pipeline-metrics
質問 # 34
営業チームは、正確な予測を立てることの重要性を理解しています。
チーム全体でデータ品質を確保するには、どの基本的な優先事項を設定する必要がありますか?
- A. コラボレーション
- B. パイプラインの可視性
- C. 販売プロセス
正解：C
解説：
Sales process is the foundational priority that should be in place to help ensure data quality across teams when building an accurate forecast. A forecast is a prediction or estimation of future sales revenue based on current and historical data. A sales process is a series of steps or stages that guide a sales rep from finding prospects to closing deals. Having a sales process helps to ensure data quality across teams by providing a common framework, language, and criteria for entering, updating, and reporting data in a consistent and reliable way.
質問 # 35
営業担当者は 6 か月前に顧客との取引を成立させました。現在、顧客はソリューションに関する問題に直面しており、営業担当者は顧客の実現価値を評価しようとしています。
営業担当者は何をすべきでしょうか?
- A. 実現価値を高めるために、追加の製品またはサービスを販売しようとします。
- B. 顧客の懸念を認識しながら、より容易な顧客を見つけるよう努めます。
- C. 現状を踏まえて顧客の期待値を再評価する。
正解：C
解説：
Realized value is the difference between the expected value and the actual value that the customer receives from using the solution. If the customer is experiencing issues with the solution, the sales rep should reassess the customer's expected value based on the current situation, identify any gaps or discrepancies, and work with the customer to resolve them and ensure their satisfaction. Reference: https://www.salesforce.com/resources/articles/customer-success/#customer-success-metrics
質問 # 36
営業担当者は、取引を成立させる前に、期限、支払いスケジュールの合意、契約の要件を提示します。
営業担当者はこの取引を完了するためにどの文書を準備していますか?
- A. 新しい注文フォーム
- B. マスターサービス契約
- C. 作業明細書
正解：C
解説：
A statement of work is a document that the sales rep prepares to finalize a deal with the customer. A statement of work defines the scope, deliverables, timeline, and terms of the engagement between the sales rep's company and the customer. A statement of work helps to clarify expectations, responsibilities, and obligations for both parties, as well as to prevent any misunderstandings or disputes. Reference: https://www.salesforce.com/resources/articles/statement-of-work/#statement-of-work-definition
質問 # 37
営業担当者はパイプラインへの新しい追加をどのように特定して生成すべきでしょうか?
- A. 製品のデモを実施します。
- B. カスタマーサポートを提供します。
- C. 業界カンファレンスに出席します。
正解：C
解説：
Attending industry conferences is how a sales rep should identify and generate new additions to the pipeline. A pipeline is a set of opportunities or potential customers that a sales rep is pursuing or managing in order to close sales. Attending industry conferences helps to network with prospects or customers who are interested or involved in the same field or market as the sales rep, as well as to showcase their products or services, generate leads, and build relationships.
質問 # 38
営業担当者は、主要な見込み客と最も効果的にコミュニケーションをとる方法について戦略を立てています。
どのアプローチを取るべきでしょうか?
- A. 見込み客にメールを送信する頻度を減らします。
- B. 重要なメッセージを繰り返して、見込み顧客の心に確実に届くようにします。
- C. 毎回価値を付加する独自のセールス ポイントを見込み客に提供します。
正解：C
解説：
Providing unique selling points to the prospect that add value each time is the approach that the sales rep should take to communicate with a key prospect. A unique selling point is a feature or benefit of the product that distinguishes it from competitors and appeals to the prospect's pain points or needs. Providing unique selling points helps to show how the product can help the prospect succeed and grow, as well as to persuade them to take action.
質問 # 39
ある会社は新規顧客の獲得に苦戦しています。注意深く分析した結果、自社の価値提案が潜在顧客の共感を呼んでいないことに気づき、新しい価値提案を開発します。
企業は新しい価値提案の有効性を追跡するためにどの指標を使用する必要がありますか?
- A. リード転換率
- B. リードの品質スコア
- C. 顧客満足度スコア
正解：A
解説：
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 of how 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. Reference: https://www.salesforce.com/resources/articles/value-proposition/#value-proposition-metrics
質問 # 40
営業担当者は、顧客が製品の適切な見込み客であるかどうかをどのように判断するのでしょうか?
- A. 顧客が計画していることと幹部スタッフの購入の好みを明らかにします。
- B. お客様の問題点と、過去に何を試みて失敗したかを理解します。
- C. 顧客の Web サイトを確認し、その製品が問題を解決することを見込み顧客に伝えます。
正解：B
解説：
Understanding the customer's pain points and what they attempted in the past that was unsuccessful is a way to determine if a customer might be a valid prospect for the product. This helps to identify the customer's needs, challenges, goals, and motivations, as well as to assess their fit and readiness for the product. This also helps to position the product as a solution that can address their pain points and provide value. Reference: https://www.salesforce.com/resources/articles/sales-process/#qualify
質問 # 41
見込み客が企業の Web サイトにアクセスし、製品への関心を表明するフォームに記入しました。
営業担当者は見込み顧客を評価する際に何に焦点を当てるべきでしょうか?
- A. 製品の特徴
- B. 顧客ニーズ
- C. マーケティング目標
正解：B
解説：
Customer needs are what the sales rep should focus on when qualifying a prospect who visited a company's website and completed a form expressing interest in a product. Customer needs are the problems, challenges, goals, or desires that the prospect has and that the product can address. Focusing on customer needs helps to understand the value proposition of the product, build rapport and trust with the prospect, and determine their fit and readiness for the product. Reference: https://www.salesforce.com/resources/articles/sales-process/#qualify
質問 # 42
新しいパイプラインを生成するために、マーケティングやサービスなどの部門とのコラボレーションが重要なのはなぜですか?
- A. 追加の専門知識とリソースを活用するため
- B. 最良のリードをめぐる競合を避けるため
- C. ネットワーキング スキルの拡大と向上
正解：A
解説：
Leveraging additional expertise and resources is why collaborating with departments such as marketing and service is crucial to generating a new pipeline. A pipeline is a set of opportunities or potential customers that a sales rep is pursuing or managing in order to close sales. Collaborating with marketing and service helps to access their knowledge, skills, and tools that can help the sales rep generate more leads, nurture more prospects, and close more deals.
質問 # 43
営業担当者は顧客への価値提案の要素をどのように強化すべきでしょうか?
- A. 販売担保と特典を提供します。
- B. ソリューションの潜在的な落とし穴に対処します。
- C. ケーススタディや顧客の声を共有します。
正解：C
解説：
Sharing case studies and customer testimonials is how a sales rep should reinforce elements of the value proposition for the customer. 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. Case studies and customer testimonials are stories or feedback from existing customers who have used the product and can vouch for its value proposition. Sharing case studies and customer testimonials helps to provide proof points, build trust and credibility, and influence purchase decisions
質問 # 44
戦略的アカウントの連絡先に連絡する場合、通話の間隔は何日が推奨されますか?
- A. 4営業日
- B. 25営業日
- C. 2営業日
正解：A
解説：
Four business days is the recommended number of days between calls when reaching out to contacts at strategic accounts. A strategic account is a high-value account that has a significant impact on the sales rep's revenue, growth, and reputation. Four business days is a reasonable interval that allows the sales rep to maintain communication, engagement, and momentum with the contacts, as well as to avoid being too pushy or annoying. Reference: https://www.salesforce.com/resources/articles/account-management/#account-management-best-practices
質問 # 45
ホワイトスペース分析は、営業担当者のアカウント管理戦略をどのように改善できるでしょうか?
- A. 関係を育むための主要な利害関係者と意思決定者を特定します。
- B. 契約期間とセグメントを分析して、維持の機会を特定します。
- C. 現在の製品と追加製品を販売する機会を決定します。
正解：C
解説：
Determining current products and opportunities to sell additional products is how whitespace analysis can improve a sales rep's account management strategy. Whitespace analysis is the process of identifying gaps or opportunities in an account where the sales rep can offer more products or services that can add value to the customer. Whitespace analysis helps to increase revenue, profitability, and customer loyalty, as well as to prevent competitors from entering the account.
質問 # 46
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