Hubspot Service Hub Demo Certification Answers

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 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 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 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 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 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 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 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 sales process
After you complete the connect and discovery stages of the sales process
Before you collect information about the prospect’s business, goals, and challenges
During the business considerations stage of the 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

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 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 during a demo.
Expand the amount of customer data your company can collect in .
Keep your customers’ and business’ information private.
Create a demo account that aligns with your buyer persona(s).

Fill in the blank: A ________ on 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

Prospect Peter raised the following objection during a solution demo call with Solutions Partner Sofia: "Your solution doesn't have X feature, and we need it." What common prospect objection theme does Prospect Peter's concern fit in?

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

What key information should you track about your prospect objections to learn from, practice, and anticipate them?

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

Fill in the blank: The _________ framework can be used in your solution demo follow-up email to help the prospect and stakeholders easily pull value from the content.

Tie-down question
CGP, TCI, & BA
LAER®
Tell-Show-Tell
Point-and-Click

What are tie-down questions?

Questions that result in the prospect’s verbal commitment to the recommended 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.

According to this course, which of the following is NOT a benefit of sending a timely follow-up email after a solution demo call?

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 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

Scenario: Solutions Partner Sofia has met the following exit criteria during the discovery stage: (1) Quantifiable business goals and pain identified, (2) Compelling event established, (3) Competition identified, and (4) investment acknowledged. Is she ready to move to the next stage in the Sales Process?

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.

"Our team has the internal expertise and bandwidth to implement this solution," is an example of what type of common objection theme?

Product fit
Refusal
Competitors
Price
Services not needed

True or false? The Connect stage is when you provide an in-depth solution for the prospect's challenges and goals.

True
False

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