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HubSpot Frictionless Sales Certification Exam Answers
In the world of inbound, businesses are visualized as flywheels instead of funnels. A flywheel is a machine that stores rotational energy, and its spin represents your company's growth. You can increase that growth by adding force to the flywheel or by removing friction from it. Sales organizations in general have no problem using force. If you want to help your sales team grow better, you need to find ways to remove friction. Learn how to use the frictionless selling framework so that your team can spend more time selling. Also, discover how to align your team with your target buyer and how to transform your team through a culture of learning.
Last update: September 2019
Which of the following is true?
Funnels and flywheels are two different ways of saying the same thing.
The funnel is a better business model than the flywheel because it enables you to compare the performance of one salesperson to another.
A flywheel is the best model for customer service teams, while a funnel is the best model for sales teams.
The flywheel is a better business model than the funnel because it takes into account the impact current customers have on future customers.
Which two groups of people does the frictionless selling framework try to provide a more convenient experience for?
Salespeople and their prospective buyers
Salespeople and their leaders
Executive teams and middle management
Customers and prospects
True or false? Generally speaking, business-to-business sales teams are better at providing a convenient experience for their customers than sales teams who sell directly to consumers.
True
False
If you already have a sales framework in place, and you decide to implement the frictionless selling framework, what will the relationship of those two frameworks be?
In most cases, frictionless selling will replace your current framework.
In most cases, frictionless selling will complement your current framework.
In most cases, frictionless selling will be used by different employees than your current framework.
In most cases, frictionless selling will require you to make slight adjustments to your current framework.
When you think about your sales organization as a flywheel, which of the following is the best goal to have?
Find ways to reduce force and increase friction.
Find ways to increase force and friction.
Find ways to decrease force and friction.
Find ways to increase force and reduce friction.
Which of the following is an example of force?
Happy customers
Automatic data entry
Manual data entry
Pipeline meetings
Which of the following is an example of friction?
Manual data entry
Automatic data entry
Happy customers
Pipeline meetings
True or false? Most sales organizations are doing everything they can to apply force to their flywheel.
True
False
True or false? Most sales organizations are doing everything they can to remove friction from their flywheel.
True
False
What are the phases of the frictionless selling framework?
Enable, Align, Transform
Attract, Engage, Delight
Identify, Connect, Explore, Advise
Engage, Guide, Grow
What is the relationship between the three phases of the frictionless selling framework?
They complement each other in such a way that they should all be implemented at the same time.
They are interchangeable so that they can be implemented in any order.
They form a progression, with each successive phase building on the previous one.
Each stage includes the techniques of the previous stages so that you don’t have to think about the previous stages once you leave them.
Fill in the blank: The purpose of the enable phase is to enable your team to ______.
identify their buyers’ needs
spend more time selling
negotiate more assertively
accomplish more in the time they have
What metrics are most important during the enable phase?
ROI, profitability, and year-over-year growth
Customer retention, rep productivity, and employee happiness
Close rates, time to close, and customer satisfaction
Time to complete key tasks, time spent connecting with customers and making sales, and quota attainment
Fill in the blank: The purpose of the align phase is to align your team with ______.
your target buyer
your company goals
market trends
industry best practices
What metrics are most important during the align phase?
Time to complete key tasks, time spent connecting with customers and making sales, and quota attainment
Close rates, time to close, and customer satisfaction
Customer retention, rep productivity, and employee happiness
ROI, profitability, and year-over-year growth
Fill in the blank: The purpose of the transform phase is to transform ______.
your team through a culture of learning
your sales process to match your customers’ buying process
your funnel into a flywheel
your team through a large-scale reorganization
Which of the following is the most important responsibility of sales managers?
Forecasting sales performance for the coming month or quarter
Hiring new team members
Ensuring sales performance is communicated clearly to upper management
Ensuring their salespeople are coached on a regular basis
What metrics are most important during the transform phase?
Time to complete key tasks, time spent connecting with customers and making sales, and quota attainment
Close rates, time to close, and customer satisfaction
Customer retention, rep productivity, and employee happiness
ROI, profitability, and year-over-year growth
On average, how much of a salesperson’s day is spent selling?
About a third
About half
About three quarters
Nearly all
True or false? Your sales team should only be doing things that provide value to your leads.
True
False
What two activities should you focus on during the enable phase of the frictionless selling framework?
Improving interdepartmental communication and reporting you team’s performance to upper management
Training the team on best practices and coaching individuals to help them overcome their specific weaknesses
Adjusting your team’s incentive structure and ensuring their legal compliance
Removing non-sales activities from your team’s responsibilities and streamlining their other responsibilities
True or false? Some tasks that can be automated should still be done manually to ensure your salespeople have full control and ownership over them.
True
False
Which of the following is an attribute of a sales team that is well aligned with their buyer?
In-person meetings
Transparent pricing and discounts
Short sales cycles
Free consultations
Which of the following is an attribute of a sales team that has a culture of learning?
Real-time performance data
Off-site training
Rigorous hiring standards
Weekly performance reviews
Which phase of the frictionless selling framework does automatic email logging help with?
Enable
Align
Transform
Which phase of the frictionless selling framework do email templates and sequences help with?
Enable
Align
Transform
True or false? The majority of buyers consider salespeople trustworthy.
True
False
What are the stages of the buyer’s journey?
Identify, connect, explore, advise
Awareness, consideration, decision
Enable, align, transform
Attract, engage, delight
During the awareness stage of the buyer’s journey, what is the buyer becoming aware of?
Your product or service
A problem they have
The principles of an inbound strategy
Changes in the market
During the consideration stage of the buyer’s journey, what is the buyer considering?
Different categories of solutions
Different solution vendors
Whether they want to make a change
How much of a priority their current problem should be
When in the buyer’s journey should you try to connect with a buyer?
During the decision stage, when they are deciding on a specific product or service
Before they even begin their buyer’s journey so that you can lead them through it
Before the decision stage, when they are still defining their path forward
After the buyer’s journey is over and they have decided to buy from you
Which phase of an inbound sales strategy would lead intelligence, lead prioritization, and contact timeline most help with?
Identify
Connect
Explore
Advise
In which phase of an inbound sales strategy would a salesperson help their leads decide on the best path forward?
Identify
Connect
Explore
Advise
In which phase of an inbound sales strategy would a salesperson use a lead qualification framework to discover the buyer’s needs?
Identify
Connect
Explore
Advise
Which phase of an inbound sales strategy would email, calling, live chat, and the meetings tool most help with?
Identify
Connect
Explore
Advise
Which of the following is the best agenda for a sales meeting?
Start with an overview of your company and provide a list of noteworthy customers you’ve served. Next, recap the conversations you’ve had with your prospect so far and propose your plan for helping them.
Start by recapping the previous conversations you’ve had, then talk the prospect through the available options. End by recommending one of those options and explaining how you are uniquely positioned to help with that option.
Start by asking the prospect what they would like to talk about. Use the topics they suggest as the basis of your agenda.
Start with a description of your most advanced offering and then ask if they have any concerns moving forward with it. If they do, seek to resolve those concerns. If you can’t, position your less advanced offerings as an alternative.
True or false? Every sales presentation should be personalized for the people you’re presenting it to.
True
False
Which of the following is true of most sales organizations?
They would be better off not implementing a coaching program than implementing an ineffective program.
Their salespeople’s performance is unlikely to be improved by coaching.
They spend too much time coaching their salespeople.
They don’t coach their salespeople as much as they should.
True or false? Having reliable sales data is required to create an effective coaching program.
True
False
What are the steps of the GROW coaching technique?
Goal, Reality, Options, Way forward
Growth, Resilience, Optimism, Wealth
Gradual improvement, Realistic goals, Ongoing support, Willing compliance
Grade, Redirect, Optimize, Watch
During the Goal step of GROW coaching, what is your role as coach?
Set a goal for your salesperson to achieve.
Ensure the salesperson’s personal goals are aligned with team goals.
Ask the salesperson what goal they would like to set.
Work with the salesperson to set a goal for your coaching sessions.
During the Reality step of GROW coaching, what is your role as coach?
Help the salesperson judge how realistic the goal is.
Explain to the salesperson the reality of what they need to achieve.
Help the salesperson create a realistic plan for achieving the goal.
Help the salesperson evaluate the reality of where they are right now.
During the Options step of GROW coaching, what is your role as coach?
Provide the salesperson with a list of options for achieving their goal.
Help the salesperson explore their options for getting from where they currently are to where they want to be.
Explore what options the salesperson has if they fail to achieve their goal.
Help the salesperson consider whether the goal is optional.
During the Way Forward step of GROW coaching, what is your role as coach?
Help the rep decide how they will achieve their goal and how you can support them.
Determine for the rep the best way for them to achieve the goal.
Explain to the rep what they’ll need to do after accomplishing the goal.
Ask the rep how you can improve your coaching efforts in the future.
True or false? When you coach a salesperson, you should spend more time listening than talking.
True
False
Which of the following is a benefit of GROW coaching?
It places the responsibility for improvement on the person being coached.
It can be implemented without any direct involvement from sales management.
It gives the management team more control over individual salespeople.
It simplifies the way salespeople report their progress.
True or False? Allowing salespeople to coach each other will distract from their primary responsibility of finding and closing new business.
True
False
How can a film review be used as part of a coaching strategy?
As your team comes together to discuss their favorite movies and other topics not related to work, they will build trust with one another and be more open to coaching.
As you review recordings of how individual salespeople spend their working hours, you’ll be able to give them specific recommendations on how they can improve.
As your team reviews a specific call or meeting one of your salespeople ran, other team members can give advice on how that salesperson can improve in the future.
As your salespeople meet with their leads, they can click the filmstrip icon inside HubSpot CRM to indicate the meetings they need help with. Their manager can see a list of these meetings and coach the salesperson through each one.
How can pipeline meetings be a coaching opportunity?
As you review each salesperson’s pipeline, you can teach them the best approach for each sale they’re pursuing.
As your salespeople review each other’s pipeline, they can hold one another accountable and share best practices.
As your salespeople each review their own pipeline, they can look for places where they need coaching.
As your executive team reviews the sales organization’s pipeline, they can identify the salespeople who are struggling and assign leaders to coach them.
What is a salesperson’s role in executing an inbound strategy?
They serve as a bridge between marketing and sales and seek to provide a seamless transition between being a prospect and being a customer.
They are the primary engine that drives the company’s growth.
They play a background role and should only become involved with a customer if the customer explicitly asks to talk to sales.
They have the opportunity to set the tone for a person’s entire relationship with a company because they are often the first person a prospective customer meets.
If a sales team is struggling to prioritize their leads, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team is suffering from low lead quality, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team is having trouble keeping all their systems synchronized, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team is relying too much on blind outreach, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team’s leads struggle to get in contact with their assigned salesperson, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team tends to have hostile negotiations with their prospects, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team asks their prospects to make large commitments early on in the sales process, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team is inconsistent in its quota attainment, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If a sales team doesn’t have a good onboarding program for its new hires, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
If sales managers are spending more of their time reporting sales performance than coaching their salespeople, which phase of the frictionless selling framework will be most helpful to them?
Enable
Align
Transform
