Learn About Sales Cloud Personas
Learning Objectives
After completing this module, you’ll be able to:
- Identify the five Sales Cloud personas.
- Observe the behaviors that differentiate the personas from each other.
Personas for Sales Cloud
The sales process is fuzzy and job titles don’t necessarily reflect what people do on a daily basis or translate across companies. By focusing on the key tasks and job functions of Sales Cloud users, we can make better decisions about how to configure Salesforce. This unit will introduce you to the Sales Cloud personas.
Reminder: We won’t talk about how to work with personas just yet, that’s for the last unit in this module.
Sales Leader
A Sales Leader spends most of their day managing, coaching, and training sales reps. They also spend time managing tools and processes for sales reps.
Sales Leaders’ main activities include:
- Viewing and creating reports and dashboards
- Customizing and administering Salesforce
- Collaborating with colleagues
Sales Leaders are motivated to make sure their team is working well and meeting their quotas. While some Sales Leaders may also have their own revenue, activity, or leads quotas, their work is less likely to be quota-based than some of the other personas.
Deal Closer
Deal Closers spend 3+ hours a day prepping for sales calls and meetings, demoing solutions, and preparing quotes, contracts, and proposals. They often conduct in-person sales meetings and then close the deals.
Deal Closers’ main activities include:
- Logging activities (including calls, emails, and notes)
- Updating existing prospects and customers
- Entering new prospects and customers
- Reviewing and working through their list of leads or opportunities
A significant proportion of Deal Closers spend time outside the office and in person with the customer, and are very revenue driven. Deal Closers also spend time maintaining relationships with existing customers.
Data Expert
Data Experts spend 3+ hours a day on reporting and sales forecasting. They also spend 1–3 hours managing the sales pipeline and tools for the sales team.
Data Experts’ main activities include:
- Viewing or creating reports and dashboards
- Customizing and administering Salesforce
Most Data Experts don’t meet with customers in-person, and about a third have no customer contact at all. Over 50% of Data Experts do not have quotas.
Pipeline Builder
Pipeline Builders spend 3+ hours a day finding new leads, answering inbound leads, and qualifying leads for the sales team. In addition, Pipeline Builders spend 1–3 hours a day prospecting for new opportunities in existing accounts.
Pipeline Builders’ main activities include:
- Entering new prospects and customers
- Updating existing prospects and customers
- Logging activities (calls, emails, notes)
Over 50% of Pipeline Builders don’t meet with leads and customer contacts in person. This persona is also heavily revenue driven, with 68% working toward a revenue quota. In addition, this persona is most likely to be working toward an activity quota.
Trusted Advisor
Trusted Advisors spend 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals. This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects.
Trusted Advisors’ main activities include:
- Updating existing prospects and customers
- Logging activities (calls, emails, notes)
- Entering new prospects and customers
Trusted Advisors have both in-person and remote contact with customers, and 61% are not working toward a quota.
Well that sums up the personas for Sales Cloud, next we’ll take a look at Service Cloud personas.
Resources