WEEK 1

Quiz 1: Careers in salesforce

1. What are the four main categories where a sales operations specialist typically
provides value?
Ans – Strategy, technology, operations and performance
2. True or False: The sales operations specialist role is a clearly defined job title that is
standard across all businesses
Ans – False
3. Which of the following job roles require foundational Salesforce knowledge and
skills?
Ans - Salesforce Administrator, Salesforce Developer, Sales support specialist

Quiz 2: What is CRM?

1. What is a Customer Relationship Management system and what is it used for?
Ans - Customer Relationship Management systems are centralized tools that
help businesses stay connected to customers, keep customer information and
contact details up to date, track every customer interaction, and manage
customer accounts
2. 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
Ans – True
3. According to the “What is CRM?” video by Zoho, what are three benefits of using a
CRM system?
Ans –
- Better Data Organization: With CRM, you can import leads, contacts, and
customers, then track sale and engagement with customers
- Enhanced Communication: With CRM, you can take advantage of automatic
reminders and email templates
- Shared Information: With CRM, sales team members can be given access to
the same resources through selective data sharing.
- Catch All Leads: With CRM, web-to-lead forms can be created and
embedded into the company website; info captured will automatically be sent
to the CRM and assigned to the appropriate salesperson.
- Know Your Numbers: With CRM, you can create reports to show data on
sales goals, opportunities, and other important information.

Quiz 3: Flexibility of Salesforce

1. 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?
 Ans – Sales Cloud
2. 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?
Ans – Marketing Cloud
3. List at least three examples of business types or industries that might use Salesforce
Ans –
• Real estate
• Public schools (such as a high school)
• Healthcare
• Government
• Higher Education
• Manufacturing

Quiz 4: Salesforce for Business

1. Which of the following best describes the role of a sales operations specialist?
Ans - To leverage Salesforce tools to support and empower sales teams to sell
more effectively
2. True or False: The sales operations specialist role is a clearly defined job title that is
standard across all businesses.
Ans – False
3. True or False: Customer Relationship Management is the process of managing your
company’s relationships and interactions with customers and potential customers
Ans – True
4. Which of the following are considered prime benefits of using CRM? Select all that
apply.
Ans –
• Better data organisation
• Better sharing of information between team members
• Better communication between teams
• Better ability to manage leads
• Better ability to track your sales data
5. True or False: One reason why Salesforce is so popular is that it is an incredibly
customizable and flexible platform that integrates with many other types of business
software.
Ans – True
6. True or False: Within a company, Salesforce can be used to support multiple teams,
including the sales team, marketing team, customer service team, supply chain team,
and/or human resources team
Ans – True
7. 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.
Ans – False
8. What is the name of the Salesforce product that teams can use to track potential
customers, those in the process of making a purchase, and those that have previously
purchased from a company?
Ans - The Sales Cloud
9. What do the roles of sales operations specialist, sales support specialist, Salesforce
administrator, and Salesforce business analyst all have in common?
Ans - They all require foundational Salesforce skills.
10. Which of the following are ways in which a customer service team might use
Salesforce to improve customer satisfaction? Select all that apply.
Ans –
• Track a customer’s past interactions with the service team
• Use data to provide personalized service
• Track a customer’s purchase history
11. True or False: One of the main roles of a sales operations specialist is to leverage
Salesforce tools to support and empower sales teams to sell more effectively.
Ans – True
12. Which of the following statements is true? Select all that apply.
Ans –
• Different organizations may define the responsibilities of the sales operations
specialist role differently
• 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
13. Which of the following statements are true about CRM? Select all that apply.
Ans –
• 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 the process of managing your
company’s relationships and interactions with customers and potential
customers
• Customer Relationship Management is all about understanding what you
know, and accessing the right information when you need it
14. What are some of the benefits of using Salesforce in modern businesses? Select all
that apply
Ans –
• Salesforce is very flexible
• Salesforce is very customizable
• Salesforce integrates with many other types of business software
15. True or False: Within a company, the sales team is the only one that is likely to use
Salesforce
Ans – False
16. As a sales operations specialist, in which of the following categories would you
typically support a sales team? Select all that apply.
Ans –
• Strategy
 • Technology
• Operations
• Performance
17. What is the name of the Salesforce product that teams can use to track customer
interactions?
Ans – The service cloud
18. How might a customer service team use Salesforce to improve customer satisfaction?
Ans - 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.

WEEK 2
Quiz 1 – Types of Sales
1. What is the most accurate definition of “sales”?
Ans - All of the activities involved in selling a product or service to a consumer or
business.
2. A chemical company engages a software vendor to upgrade its analytics system. What
type of company is the software vendor?
Ans – B2B
3. A freelance digital marketer buys a pair of headphones online from a popular
electronics brand. What type of company is the electronics brand?
Ans – B2C
4. 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
Ans –
• B2B
• B2C

Quiz 2 – The steps of the sales process

1. What is the “sales process”? Describe it in your own words.
Ans - Businesses move their customers through their sales process, from the
initial moment of awareness about the business to the final step of making a
purchase. This is essentially the sales process.
2. True or False: The sales process is a rigid, standard process that all companies follow.
Ans – False
3. What are the five typical steps of a B2B sales process?
Ans - Prospecting, qualifying, presenting, closing, customer success are the 5
typical steps of a B2B sales process
4. What information would be important to know about a lead when qualifying the lead?
Select all that apply.
 Ans –
• What is the lead’s budget for the product/service?
• Why does the lead need the product/service?
• How soon will the product/service be needed?
• Who in the lead’s company is involved in making decisions?

Quiz 3 – Roles on a sales team

1. Who in the sales process is typically responsible for ensuring customers are supported
and successful with their customer service needs?
Ans – Customer success manager
2. Who in the sales process is typically responsible for qualifying leads? Select all that
apply
Ans –
• Marketing associates
• Sales development representatives
3. Who in the sales process is typically responsible for overseeing the sales team and
ensuring the team is successful?
Ans – Sales managers
4. Who in the sales process manages key stages like presenting and closing?
Ans – Account executives

Quiz 4 – The sales process

1. Which of the following is an example of a B2B company?
Ans – An HR software company
2. 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
Ans – False
3. True or False: Typically, the stages of the sales process are prospecting, qualifying,
presenting, closing, and customer success.
Ans – True
4. 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.
Ans – True
5. 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?
Ans – Qualifying
6. Which stage of the sales process is typically handled by a marketing associate?
Ans – Prospecting
7. During which stage in the sales process does a lead typically become a prospect?
 Ans – Qualifying
8. Once a customer becomes a qualified prospect, who would they typically interact with
the most during the next stage of the sales process (hint: consider the Casper the
Customer example with Yum2Go from the sales process example you read about in
the Sales Process, Part 1 lesson)?
Ans – Marketing associate
9. The role that handles generating reports, tracking and forecasting sales metrics, and
providing guidance to the sales team is typically known as the
Ans – Sales manager
10. True or False: The sales process is the same for all companies
Ans – False
11. Which of the following is an example of a B2B company?
Ans – A company that rents office space to businesses
12. During the sales process, a marketing associate will typically hand off the leads they
have generated to an SDR...
Ans - After they have determined that the leads are MQLs.
13. Which of the following is NOT a stage of the sales process?
Ans – Generating
14. Which of the following is an example of an inbound lead? Select all that apply.
Ans –
• A lead that subscribes to a blog
• A lead that downloads an eBook from a company
• A lead that directly emails a company
15. Consider a video production company that sells their services to other businesses and
organizations. They have a variety of product and service options that can be
customized based on the needs of the customer. They can edit video content that the
company has created in-house, or they can write, film, and produce feature-length
documentaries...and everything in between. Based on this information, which stage of
the sales process is likely to be longer and more robust for this business?
Ans – Presenting
16. Which stage of the sales process is typically handled by a sales development
representative?
Ans – Qualifying
17. 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.
Ans – True
18. True or False: As a sales operations specialist, it’s important to understand some of
the ways that the sales process might vary from company to company
Ans – True

WEEK 3
Quiz 1 - Tracking and Maintaining Sales Data
1. What is a database?
 Ans - a structured set of data or information, organized to be easily accessed and
updated
2. Why is it important to a sales operations department that sales teams track
information using a database like a CRM?
Ans –
• Databases allow sales teams to save important information in a structured,
organized, accessible, and up-to-date way.
• Databases enable you as a sales ops specialist to analyze data to gain insights
about measures like performance, sales forecasts, and more.
• Databases are important for sales operations departments to improve or
evaluate performance of sales teams (and other teams too)
3. What types of data do sales organizations typically want to track? Select all that apply
Ans –
• Deals Won or Lost by Each Rep
• Sales currently in progress
• Customer data
4. 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.
Ans – True
5. What is the difference between a sales quota and sales commission?
Ans - 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 2 – Types of CRMs

1. 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?
Ans - Specific data on leads can be logged and organized by using sticky notes
2. Describe some of the benefits and challenges of using sticky notes as a CRM tool.
Ans - Benefits of sticky notes - Data can be organised and logged
Challenges of sticky notes - Logged in leads cannot be managed efficiently as the
database management becomes tougher
3. Describe the benefits and challenges of using spreadsheets as a CRM tool.
Ans - Benefits - a good way to organize existing lead information, filters and
sorting data becomes easy
Challenges - Tough to track notes from calls and meetings from a set of different
stakeholders
4. True or False: All of the following are advantages of using a CRM software like
Salesforce:
a. Log and digitally track information
b. Keep information private to each sales person
c. Reporting and analytics capabilities
Ans – True
5. Why is storing and tracking data important for CRMs? Select all that apply.
 Ans –
• So that sales teams always have a pulse on how they're doing
• Databases allow sales teams to save important information in a structured,
organized, accessible, and up-to-date way

Quiz 3 - CRM for the Sales Operations Specialist

1. Why might a sales operations specialist encourage a sales team to use a CRM
database? Select all that apply.
Ans –
• 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
2. The process of ensuring the cleanliness and overall quality of the data input into a
database is called
Ans – Data hygiene
3. Which of the following is true when it comes to tracking data and data hygiene in
CRM? Select all that apply.
Ans –
• Tracking data helps teams have a pulse on how they are doing
• Tracking sales data accurately and frequently helps sales ops specialists
analyze the performance of sales teams
4. True or False: Jotting down customer names and other information on sticky notes is a
form of creating a simple database
Ans – True
5. Which of the following are challenges of using sticky notes to track sales data? Select
all that apply.
Ans –
• Difficult for others to understand
• Limited space
6. Imagine you are Salvador, an SDR for Yum2Go, and you are using this spreadsheet to
track sales data. Fly Bike Studio Inc. just returned your call and based on the new
information they would be considered a qualified lead. How would you update the
spreadsheet? Select all that apply
Ans –
• Change “Qualified or Not Qualified?” column for Fly Bike Studio Inc. to
“Qualified”
• Highlight Fly Bike Studio Inc’s row to be green
7. Which of the following are benefits of using spreadsheets to track sales data? Select
all that apply
Ans –
• Allow sales people to track a lot of information
• Help sales people maintain a digital log of customer information and
interactions.
 8. Which of the following CRM options would best enable a sales operations specialist
to help empower a sales team during each stage of the sales process?
Ans – Salesforce
9. Why is it important to have a CRM? Select all that apply.
Ans –
• So that sales teams always have a pulse on how they're doing.
• In order to gain insights.
10. How does using Salesforce as a CRM benefit a sales operations specialist working
with a sales team? Select all that apply.
Ans –
• It allows sales teams to log and digitally track information.
• It has enhanced reporting and analytics capabilitie

WEEK 4
Quiz 1 – Trailhead Playground
1. Which of the following statements are true about Trailhead? Select all that apply.
Ans –
• Trailhead is free!
• Trailhead can be used throughout this course and beyond.
• Trailhead helps you continue mastering new skills.
2. Fill in the blank: Trailhead organizes learning into _______
Ans - Modules and Units
3. Which of the following are steps for setting up a Trailhead account? Select all that
apply
Ans –
• Finish your profile with details including your role, relationship to
Salesforce, Country and State.
• Optionally select whether or not you want your profile to be public.
4. What is a Trailhead Playground? Select all that apply.
Ans –
• A designated place to work hands-on with Salesforce while you learn
• An org that you can use for testing customizations in Salesforce
• A playground for Salesforce that can be spun up with the push of a button
5. True or False: A Trailhead Playground differs from a Developer Edition (DE) Org.
Ans – True

Quiz 2 – Sales Cloud CRM

1. What resources are available to stay current with Salesforce updates? Select all that
apply.
Ans –
• The Salesforce Blog
• The Salesforce release notes website
 • The Trailblazer Community
2. Fill in the blank: _________________ is a more streamlined user experience in
Salesforce compared to the older version, Salesforce Classic
Ans - Lightning Experience
3. How does the Salesforce Sales Cloud help support a business’s growth? Select all that
apply.
Ans –
• Sales Cloud can help manage a pipeline from lead to close
• Sales Cloud can help measure important metrics and forecast opportunities