Account Manager Test

What is the difference between an open and closeended question?

1 Closed - yes/no 2. Open - create a dialogue

Name 5 specific places where you can find PCR

1. CEO/prospect admin, LinkedIn, company website, news articles, siftery/ghostery

What are three standard overtime questions you should always use?

1. Can you confirm your email address 2. What is the best phone number to reach you? 3. Are there any collegaues you would like to loop in?

What are three unique lead in examples and how do you use them

1. I know I'm catching you out of the blue- do you have a few seconds 2. Are you in the middle of something or is now a good time to chat 3. REFERRAL suggested I connect with you for a conversation about XYZ. Is now a good time?

What are the 4 steps of verbal judo (in order)

1. Listen 2. empathize/repeat the objection 3. client voice 4. objection handle

Every objection means one of three things. What are they?

1. Prospect isn't listening 2. Prospect doesn't see the value 3. Prospect doesn't understand/confused

Name 4 reasons why direct lines are better than calling through a switchboard

1. prospect is more likely to answer, 2. no gatekeepers as hurdles, 3. speed, 4.caller id looks different

Explain the concept of verbal judo

1. redirecting the energy of your prospect to your advantage rather than confronting them with opposing force and ideally turning their objection into a reason to meet

What are some criteria that you can use to prioritize which accounts to call in your territory. Given an example of a current client

1. time zones 2. revenue 3. employee count 4. industry 5. EXAMPLE: Phone2Action - prospecting based on associations that care about similar issues which P2A's clients care about EXAMPLE: Conversica - currently using Marketo and generating 100s of inbound leads EXAMPLE: Verint - prospecting based on accounts with the highest employee count first (more employees to deal with in crisis)

Name 5 techniques from the Objection Handling Toolkit and show me that you know how to use each technqiue

1. tough to get you on the phone - if now isnt a good time to speak, why don't we take a look at the calendar to connect later this week. 2. Peers - I am not surprised to hear you are using XYZ, because most of your peers are in a similar boat. That said, we receive feedback that they still found value in a conversation to benchmark their current system 3. second vendor option - not expecting a buying conversation right now; figured it would make sense to connect, so when you are ready to move towards this, you will already have a second vendor option4. new initiative - that is great you are already familiar with our work. How much do you know about our newest initiative? It rolled out very recently, so we wanted to make sure you knew about it since it is relevant to you 5. Titles/roles/ego - I am happy to meet with DOWNWARD REFERRAL as well; however the reason I am reaching out to you specifically is because of your role in overseeing XYZ

Name 7 places to get a direct line

1. voicemail hack 2. IT help desk 3. employee random dial 4. ZoomInfo 5. switchboard 6. admin 7. website

What is the minimum number of mails and VM touches that we recommend to client

7

Provide one less obvious way of using Client Voice, something other than "our clients tell us that

I am not too suprised to hear you say that because I have been hearing that from a lot of other leaders in the industry as well

Give me an example of an empathy statement that is less ovious than I understand

Of course

What are bread crumb questions

Questions that lead to a pain point

What does BANT stand for

a. Budget b. authority c. need d. timing

Your rep calls and says they are unhappy with the volume of meetings you are sending over each week. They ask to see a full copy of your hotlist with all your conversation notes. How should you respond?

a. If PFP - explain that kind of reporting comes with a different kind of campaign (PFT) but assure that youll talk to the CS team to see if there is anything can be done

a BDA needs to get feedback for a meeting, but the BDA is having trouble getting ahold of the rep. what do you do?

a. ask about the meeting on the weekly client call and the BDA continues to reach out to the rep b. mark touches for the rep in the rep feedback tab on case level

what are 4 good call windows specific to your client?

a. before 9 am - conversica b. before 8:30 am - verint c. 12-1pm - Phone2action 4:30 pm- conversica

What is a double dial technique

a. call, let ring once or twice, hang up, Call again, let ring out

If the designated rep on the account page is incorrect or you find out your meeting is going to a different rep. what steps are expected from you

a. change the conference line information on both the prospect and rep invites and make sure they match b. change the reps name on account level and case level in salesforce

you are setting up a meeting and you need to find out the dial bridge information where do you look? if not available what action do you take? what do you do with the information once obtained

a. check the rep's contact page in salesforce b. if it's not there, reach out directly to the rep c. once obtained, add to Salesforce

Thinking about one of your current clients, what is the definition of a qualified meeting for your client? What are the disqualifiers

a. conversica: involved in lead generation/handling and qualifying inbound and key decision maker b. disqualifiers: less than 300 inbound leads and not using salesforce or Marketing automation

Your client tells you a meeting was awful. What do you ask to uncover what went wrong

a. determine what happened to make it an awful meeting b. was it a qualified meeting that went poorly, or was it the wrong prospect altogether? c. what can we do to make sure we are setting up better meetings moving forward? d. was it clear there was another person who would have been a better prospect? If so who?

Your client gives your feedback about an awful meeting but the meeting was scheduled by another BDA on the account. how do you communicate that feedback to the member of the team? Who do you communicate it to

a. first ask the BDA what happened. get their perspective b. explain rep's feedback c. work together to find a way to make sure it doesn't happen again moving forward

Name 2 things you can do to increase the likelihood of a meeting sticking

a. have the prospect add their own placeholder to their calendar b. confirm meetings 40 + hours in advance, and day of

a process violation occurs, what are the steps you take in salesforce and what follow up is expected on your end? If on PFT, what do you do?

a. mark the case as 4- process violation and explain reasoning in the process violation call notes b. talk to the rep to figure out what happened, continue to try to reschedule c process violations do not exist for PFT so mark as a reschedule and treat it as such

Give me 5 examples of creative subject lines for an email

a. prospect, referred to you by referral b. Tues 8/1 or Thurs 8/3 c. Prospect and Client Connect d. Re: e. your upcoming rollout/initiative

What are 4 things you don with emails you receive

a. read the, b. delete them c. ignore them d. categorize them

you are getting an error message when adding a sales rep to a case. what are the reasons you would attribute to that and how would you fix it

a. rep is not yet a contact in salesforce b. misspelled name c. vorsight client box not checked on reps contact page

when do you ask the client for more territory on an account? How do you ask the client for more territory? What facts can you leverage to explain why you need more territory from a rep who doesn't understand

a. when - if there is less than 30 percent un- prospected territory b. how - discuss it in a weekly call c. what facts - the territory prospected has largely had meetings scheduled , has been recycled through different reps, would produce disqualifying meetings.

when would you call from your station phone or a blocked number versus local presence or custom number

a.station phone - LVM b. local/custom- dialing

If you contact an executive every day for a year and still have nothing back they havent picked up but you still want to get into the company, what else can you do?

find another contact within the company

why do we explain working guidlines to reps? Explain the working guidlines as you would to a rep

important that reps are also aware of the working guidlines to avoid process violations and to maintain positive client relationships