CST Salesforce & CRM Adoption 2 — Questions and Answers
Question 1: A sales trainer notices reps log calls inconsistently in Salesforce. What is the BEST first intervention?
- Mandate daily CRM audits by managers
- Standardize a call logging template and make it the default activity layout (Correct answer)
- Remove the call logging requirement until buy-in improves
- Switch to a different CRM platform
Correct answer: Standardize a call logging template and make it the default activity layout
Standardizing the template reduces friction and establishes a consistent habit without punitive measures.
Question 2: Which Salesforce feature allows sales trainers to track whether reps are completing assigned e-learning modules?
- Opportunity Stages
- Trailhead and myTrailhead reporting (Correct answer)
- Campaign Influence
- Forecast Categories
Correct answer: Trailhead and myTrailhead reporting
myTrailhead provides completion and progress reporting for custom learning modules assigned to reps.
Question 3: A rep argues that CRM data entry takes time away from selling. Which response best addresses this objection?
- Agree and reduce mandatory fields
- Explain that CRM data enables coaching insights that directly improve win rates (Correct answer)
- Assign an admin to enter data for top performers
- Eliminate activity tracking entirely
Correct answer: Explain that CRM data enables coaching insights that directly improve win rates
Connecting CRM effort to personal win-rate improvement reframes the value proposition for the rep.
Question 4: In Salesforce, what does 'data hygiene' most directly refer to in a sales training context?
- Deleting old leads monthly
- Ensuring records are accurate, complete, and up to date (Correct answer)
- Encrypting sensitive customer data
- Limiting CRM access to senior reps
Correct answer: Ensuring records are accurate, complete, and up to date
Data hygiene ensures the information in CRM is reliable enough to inform coaching and forecasting decisions.
Question 5: A trainer wants to identify which reps have the most stalled opportunities. Which Salesforce tool is most appropriate?
- Einstein Activity Capture
- Opportunity Age or 'Days in Stage' report (Correct answer)
- Territory Management
- Lightning Dialer
Correct answer: Opportunity Age or 'Days in Stage' report
A 'Days in Stage' report reveals opportunities that have not progressed, flagging reps who need coaching.
Question 6: What is a 'CRM champion' in the context of sales team adoption?
- A Salesforce-certified administrator hired externally
- A peer rep who advocates for CRM use and supports colleagues (Correct answer)
- The VP of Sales who mandates CRM compliance
- A bot that auto-fills CRM fields
Correct answer: A peer rep who advocates for CRM use and supports colleagues
A CRM champion is an internal advocate who models best practices and influences peer adoption organically.
Question 7: Which metric best indicates that CRM adoption training has been successful?
- Number of Salesforce licenses purchased
- Increase in complete and timely opportunity updates by reps (Correct answer)
- Reduction in the number of open leads
- Higher Salesforce login frequency alone
Correct answer: Increase in complete and timely opportunity updates by reps
Quality and timeliness of data entry—not just logins—demonstrates meaningful adoption of CRM practices.
CST Salesforce & CRM Adoption 2
A sales trainer notices reps log calls inconsistently in Salesforce.
What is the BEST first intervention?