True or false? The solution demo stage is after the discovery stage and before the business considerations stage of the HubSpot sales process.
- True
- False
Hubspot Service Hub Demo Certification Answers
Hubspot Service Hub Demo Certification Answers
- There are 40 questions.
- The exam takes about 40 minutes to complete.
- You must answer 30 questions correctly to pass.
- You must wait 12 hours between attempts.
- You have 3 hours to complete the exam.
All answers to pass this certification are only in our .PDF file, you can buy and download here:
Questions:
When faced with a prospect's objection during the sales process, it's important to do what?
- Listen, Acknowledge, Explore, Respond
- Listen, Answer, Educate, Reason
- Learn, Acknowledge, Educate, Respond
- Learn, Answer, Explore, Reason
True or false? The solution demo stage is after the discovery stage and before the business considerations stage of the HubSpot sales process.
- True
- False
Select all that apply. You are delivering a value-based demo to a service leader. Which benefits of Service Hub should you highlight?
- Easy-to-use tooling
- Maintaining a high bar of customer satisfaction
- Efficiently delivering personalized customer service
- Improving marketing and brand performance
True or false? Service Hub allows you to create custom surveys.
- True
- False
True or false? The conversations inbox is your personal inbox such as Gmail or Outlook.
- True
- False
True or false? Service Hub and Marketing Hub live in separate systems to avoid confusion.
- True
- False
Knowledge Base Analytics include data on which of the following?
- Article health
- Search terms with no results
- Most-searched terms
- All of the above
The critical elements of customer experience management are known as what?
- HubSpot strategies
- HubSpot hubs
- HubSpot product categories
- HubSpot product themes
Where in the HubSpot sales process do you use the CGP, TCI, & BA framework?
- While driving the discovery call
- When following-up after a value-based demo
- When you need to handle prospect objections
- When you draft your introduction email
Service Hub’s Conversation Inbox can connect with which of the following social media channels?
- Facebook Messenger
- YouTube
How can a knowledge base help sales teams reduce time to close?
- By providing sales teams quick access to FAQ’s and important information
- By identifying searched terms within the knowledge base
- By allowing customers to submit questions to the knowledge base
- By providing a sales playbook to follow
During your discovery call, your prospect, a sales leader, indicates their biggest challenge is finding cross-sell and upsell opportunities for existing customers. Which Service Hub tool should be demoed to help solve this challenge?
- Customer portals that allow customers to track the status of their support tickets
- Knowledge base, so customers can self-service and learn about your product
- Surveys to identify happy customers
- Conversations inbox, so you can reach out to customers in real time
A marketing leader can use Service Hub to support which of the following actions?
- Create social media reports
- Write landing page copy with the blog editor
- Increase brand performance
- Analyze the performance of marketing campaigns
True or false? During the discovery call, you should use the GCP, TCI, BA framework to guide the conversation.
- True
- False
Which of the following steps will allow you to prepare a custom Service Hub demo for your prospect that highlights their unique challenges and data?
- Selecting the right tools and features to demo
- Aligning your services with the value proposition of Service Hub
- Setting up your HubSpot demo account
- Creating a slide deck to present to your prospect
Select all that apply. Service Hub connects to your front office by doing which of the following?
- Fully integrating with HubSpot’s CRM
- Providing a shared inbox to route tickets
- Creating unique customer surveys
- Building custom playbooks for customer service teams
Which of the following is NOT a way that Service Hub helps businesses deliver a better customer experience?
- Providing faster, more personalized support
- Streamlining workflows
- Improving communication and feedback
- Increasing recurring revenue
True or false? Ticket routing allows customer service teams to select which team members receive certain tickets.
- True
- False
Once a customer’s ticket is closed, you can automatically send a survey to find out how your contacts feel about their support experience. For this scenario, which survey should you send?
- NPS (Net Promoter Score)
- CES (Customer Effort Score)
- CSAT (Customer Satisfaction Score)
- CPS (Customer Positioning Survey)
Your prospect has indicated that their customer service team is inundated with requests and simply can't service the number of tickets they receive each day. Which Service Hub tool should you demo for them?
- Knowledge Base
- Conversations Inbox
- Surveys
- Customer Portal
In a discovery call, your prospect mentions their goal is to create a more efficient system for handling inbound customer inquiries. Which Service Hub feature best aligns with this goal?
- Conversations Inbox
- Ticket Routing
- Knowledge Base
- Surveys
When faced with a prospect's objection during the sales process, it's important to do what?
- Listen, Acknowledge, Explore, Respond
- Listen, Answer, Educate, Reason
- Learn, Acknowledge, Educate, Respond
- Learn, Answer, Explore, Reason
Solutions Partner Reggie just opened a solution demo call with a prospect. She began the conversation by explaining all of the tools and features included in Service Hub Professional. What can she do to improve the opening of her call?
- Review the prospect’s CGP, TCI, and BA, as well as the agenda
- Use the Tell-Show-Tell framework
- Show how Service Hub integrates with Sales Hub
- Include the pricing for Service Hub packages
Select all that apply. According to this course, which of the following are tips and best practices for preparing for a solution demo call?
- Don’t practice — keep your value-based demos organic and spontaneous.
- Set, send, and confirm the solution demo invitation and agenda.
- Save and organize your tabs.
- Remove distractions.
- Ask each attendee to join the solution demo call with their microphones muted.
What is a value-based demo?
- A one-size-fits-all demonstration of how a product or software works. It’s valuable because it allows you to lead numerous demos without any preparation.
- A demonstration of a product or software’s offerings and costs. It demonstrates value by showcasing only the pricing packages and the tools and features available in each.
- A personalized demonstration of how a product or software works. It demonstrates value by showcasing only the tools and functionalities that address the prospect’s critical goals and challenges.
- A demonstration of a product based entirely on the use cases of former prospects and customers. It demonstrates value by showcasing the tools and functionalities your other prospects used in the past.
What is a HubSpot demo account?
- It’s a unique account for each Solutions Partner organization that provides the full Enterprise CRM platform. It has corresponding CRM demo data to enable you to demo all HubSpot software, not just software you've purchased.
- It’s a unique account for Solutions Partners that provides Free and Starter CRM platform features and packages. It's powered by your customers’ private data.
- It’s a shared Solutions Partner community account that provides the full Enterprise CRM platform. It has corresponding CRM data from all Solutions Partner customers to enable you to demo all HubSpot software, not just software you've purchased.
Select all that apply. What are the four common prospect objection themes?
- Price
- Product fit
- Competitors
- Schedule
- Services not needed
Select all that apply. Which of the following are examples of the benefits of sending a timely follow-up email after a solution demo call outlined in this course?
- You can provide additional resources.
- You can reinforce the positive outcome of objections.
- You can recommend additional solutions and packages you didn’t discuss during the solution demo call.
- You can skip the business considerations stage of the HubSpot sales process.
Fill in the blank: __________ is when a prospect presents a concern about the product/service a salesperson is selling, and the salesperson responds in a way that addresses those concerns and reconciles them in order to move the deal forward.
- Objection Avoidance
- Objection Pushback
- Objection Reconciling
- Objection Handling
Fill in the blank: Customer service is often thought of as a “cost center” but in reality, it is a _____.
- new way to communicate to customers
- new department
- revenue generator
- piece of software
Your prospect is looking for a way to create more efficient customer service processes and manage their ticket pipeline. Which service can you offer to best support these goals?
- Knowledge base creation and management
- Custom survey development and data reporting
- Ticket routing and workflow development
- Shared inbox and customer support training
Which of the following is NOT part of a value-based demo call?
- Review goals, plans, challenges, and timeline
- Open up time for questions
- Deliver a value-based demo tailored to customer needs
- Customer signs the contract
Fill in the blank: One of the biggest challenges for sales teams is the time lost during ____.
- the operations to sales handoff
- the service to sales handoff
- the marketing to sales handoff
- the sales to service handoff
Fill in the blank: When trying to identify a Service Hub and Marketing Hub cross-sell opportunity, if you hear your prospect say __________, you may have a good fit
- “I’m trying to uncover customer sentiment”
- “I want my team to create viral videos”
- “We’re trying to post more content on all channels”
- “How can I get deals to close faster”
Service Hub is customer service software that helps you do all of the following except what?
- Deepen customer relationships
- Connect to the front office
- Drive team efficiency
- Close deals faster
During the discovery call, your prospect indicates that he is looking for a way to prove ROI for his service team. Which HubSpot tools should you demo?
- Surveys
- Knowledge Base
- Service Analytics
- Customer Portal
When should the value-based demo occur?
- After the business considerations stage of the HubSpot sales process
- After you complete the connect and discovery stages of the HubSpot sales process
- Before you collect information about the prospect’s business, goals, and challenges
- During the business considerations stage of the HubSpot sales process
Which of the following prospect scenarios would benefit from receiving a demo of Service Hub's survey feature?
- Your prospect is struggling to keep up with their tickets
- Your prospect wants to measure customer sentiment.
- Your prospect wants to expedite the sales to service handoff.
- Your prospect needs a way for customers to self-service their challenges.
True or false? The goal of a value-based demo is to show your prospect all of the features in Service Hub.
- True
- False
When cross-selling Service Hub and Sales Hub, why might you demo workflows and Service Hub’s ticket pipeline to auto-generate onboarding tasks?
- To decrease churn and quota clawbacks
- To decrease time to close
- To aid with content creation
- To enhance your SEO efforts
You are preparing to demo Service Hub for a marketing leader. In your discovery call, they indicated that they’re struggling to understand what types of content their prospects are looking for. Which tool would you choose to demo and why?
- Social media analytics to see which posts are performing best on certain channels
- Surveys to gauge customer satisfaction
- Knowledge base analytics to see what terms customers are searching for
- Ticket data to see how long tickets are staying open
Knowledge bases can enhance SEO, because they have which of the following?
- A specific format to follow, making it easier to create new content for search engine optimization
- High intent for search engines, precisely designed to address search queries and provide valuable information
- The ability to be gated or ungated, allowing only certain customers, prospects, or team members to see them
- They're easy to create with HubSpot AI, so you can efficiently expand, shorten, rewrite, or change the tone of your content
If a customer needs to be handed over to another teammate, you can use HubSpot AI to summarize the entire chat conversation.
- True
- False
When creating a value-based demo of Service Hub for your prospect, what should you do to help build genuine trust?
- Show all available features of Service Hub
- Help them understand their challenges
- Show your best-performing demo from previous sales
- Recommend the Service Hub package with the highest price
===
True or false? The Connect stage is when you provide an in-depth solution for the prospect’s challenges and goals.
- True
- False
You’re writing a Service Hub demo follow-up email to a prospect and want them to easily pull value from the content you’re including. What framework can help you do this?
- Tell-Show-Tell
- LAER®
- CGP, TCI, & BA
- Value-based
Fill in the blank: _____ is NOT one of the five steps of a strong discovery call.
- Open the call
- Recommend a full solution
- Explore
- Summarize and position
- Recommend
- Close the call
True or False? There are four exit criteria you need to meet to leave the discovery stage.
- True. These include: (1) Compelling event established, (2) decision-making process identified, (3) competition identified, and (4) investment acknowledge.
- False. There are five exit criteria you need to meet to leave the discovery stage. These include: (1) Quantifiable business goals and pain identified, (2) compelling event established, (3) decision-making process identified, (4) competition identified, and (5) investment acknowledged.
- True. These include: (1) Quantifiable business goals and pain identified, (2) compelling use case written, (3) decision-making process identified, and (4) competition identified.
Select all that apply. You’re explaining the benefits of a HubSpot demo account to your colleague. Which of the following benefits could you include in your explanation?
- Create a demo account using all of your customers’ data.
- Showcase the real-life application of HubSpot during a demo.
- Expand the amount of customer data your company can collect in HubSpot.
- Keep your customers’ and business’ information private.
- Create a demo account that aligns with your buyer persona(s).
Fill in the blank: A ________ on HubSpot’s Product & Services Catalog indicates that the feature is included and you should be aware of additional information.
- Checkmark with a dotted circle
- Bold checkmark
- Checkmark with a sprocket
- Dotted circle without a checkmark
Which of the following steps are part of opening the solution demo call?
- Build rapport with all attendees
- Review the prospect’s CGP, TCI, and BA
- Lead the value-based demo
- Discuss pricing and offerings
- Services not needed
- Competitors
- Price
- Refusal
- Product fit
After a solution demo call, when should you follow up with a prospect?
- Within one week
- Within three days
- Within 12 hours
- No specified time
- The prospect persona
- The common goal related to the objection
- The common challenge that impedes the goal
- The solution you recommended
- The objection
- All of the above
- Tie-down question
- CGP, TCI, & BA
- LAER®
- Tell-Show-Tell
- Point-and-Click
- Questions that result in the prospect’s verbal commitment to the recommended HubSpot package and services.
- Short questions at the beginning of a solution demo call that confirm the prospect’s challenges and goals.
- Short questions you add to statements throughout your demo to get the prospect actively engaged in the conversation.
- A series of questions that lead to cross-sells and up-sells.
- You can reinforce the positive outcome of objections.
- You can recommend undiscussed paid services and packages.
- You can summarize the most important aspects of the solution demo call.
- You can provide additional resources.
Select all that apply. Which of the following are NOT HubSpot Product Themes?
- Connecting
- Content
- Messaging
- Analyzing
- Reporting
- Data
Select all that apply. Which of the following are purposes of the discovery stage?
- To understand how a business makes money
- To understand what the business’ growth plans are
- To understand the business’ sales activities and exit criteria
- To understand the business’ quantifiable goals and challenges
- To understand the business’ decision-making process
True or False? There are four exit criteria you need to meet to leave the discovery stage
- True. These include: (1) Compelling event established, (2) decision-making process identified, (3) competition identified, and (4) investment acknowledge.
- False. There are five exit criteria you need to meet to leave the discovery stage. These include: (1) Quantifiable business goals and pain identified, (2) compelling event established, (3) decision-making process identified, (4) competition identified, and (5) investment acknowledged.
- True. These include: (1) Quantifiable business goals and pain identified, (2) compelling use case written, (3) decision-making process identified, and (4) competition identified.
Fill in the blank: _____ is NOT one of the five steps of a strong discovery call
- Open the call
- Recommend a full solution
- Explore
- Summarize and position
- Recommend
- Close the call
- Yes. Solutions Partner Sofia has completed all four discovery stage exit criteria.
- No. Solutions Partner Sofia needs to identify a point of contact at the prospect’s organization.
- Yes. Solutions Partner Sofia is ready to move to the Business Considerations stage.
- No. Solutions Partner Sofia needs to identify the prospect’s decision-making process.
- Product fit
- Refusal
- Competitors
- Price
- Services not needed
- True
- False