vmartinez

 

True or false? When a client asks you to complete tasks outside the scope of the retainer, you should always agree to do them. You want to keep the client happy, even if that means spending more time than they’re paying for.

 

True

 

False

 

True or false? Upsells should only happen during the renewal call.

 

True – you shouldn’t bring up any upsell opportunities until the renewal, since this will just distract your client.
True – upsells only happen during a renewal, since a client is never willing to pay more for something once they already have a retainer.
False – upsells can happen at any time, you should always be looking for opportunities to add more value for the client.
False – upsells should only happen during monthly or quarterly client reviews. You don’t want to distract from the renewal by presenting new ideas.

 

All of the following are best practices for growing your existing client relationships, EXCEPT:

 

Keep track of events that are important to your client
Understand your client’s goals and perform ongoing reporting
Regularly review the client’s account with your internal team and client
Adopt a quick wins approach by performing out-of-scope requests

 

What are some negative signals to look out for from your client?

 

A drop in tool usage
Skipping your check-in meetings
A bad attitude
All of the above

 

Your client has expressed concern at you not meeting their digital marketing goals. They expected their sales to grow by 15% and you only achieved a growth of 10%. They’re starting to question whether inbound is the right way to go for their business and you’re unsure whether they will renew or cancel. How should you grade this client’s health?

 

Red – the client is most likely going to cancel. Prepare your cancellation call with the marketing manager, notify HubSpot, and pass their contact details on to your HubSpot account manager.
Orange – there’s potential for the client to renew or cancel. Even though you’ve seen an improvement in performance, you need to come up with a plan to improve results even more.
Green – you’re confident the client will definitely upgrade or renew. While the client has expressed some concerns, you’ve still improved their performance.
None of the above – you don’t have enough information at this point to grade the client’s health.

 

 

True or false? You only need to run a post-call debrief after a cancellation call, not a renewal call.

 

True

 

False