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Updated HubSpot Client Management Certification Questions & Answers:
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- onboarding
- post-onboarding and continuing client management
- renewal
- ongoing management
- ending retainer
- onboarding
- post-onboarding and continuing client management
- renewal
- ongoing management
- ending retainer
Why is documenting your client lifecycle process important?
- It helps you review what is and isn’t working in your client journey
- It makes employee onboarding and communicating to clients easier
- It makes the client lifecycle process more streamlined
- All of the above
Which of the following is NOT a step to optimizing your onboarding process?
- Collect information about your current onboarding process
- Review and workshop the onboarding process
- Update your existing onboarding process
- Send your updated onboarding process to all your clients
- True
- False
What are some of the ways to use automation in your onboarding process?
- Use the HubSpot meeting tool to make it easier to schedule client calls
- Create email templates in HubSpot Sales for your account manager to use with their clients
- Create email sequences to automate communication to your clients
- All of the above
- True – set a meeting with all your past clients to learn what you could have improved on.
- True – have an internal meeting for each client moving forward to determine how you can improve the process.
- False – only debrief your best clients, since this would be too laborious to do for every client.
- False – only debrief clients who cancel their engagement with you, since these are clients you can learn from.
- True
- False
Fill in the blank: A ____________ is a great way to perform health checks with your clients.
- Net Promoter Score survey
- service level agreement
- business one-page questionnaire
- renewal call
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True or false? It’s important to adopt soft skills to align with your client on a personal level.
- True – finding areas of commonality will help you establish trust early on and open the conversation with your client.
- True – the most important thing is to make sure your client sees you as a friend. If your client likes you, they’re less likely to fire you.
- False – a client is paying you to provide a service, not be their friend. As long as you get the work done, you don’t need to worry about building a relationship.
- False – avoid talking to your client about anything besides work, since this ends up wasting valuable time.
All of the following are best practices for ongoing client management, EXCEPT:
- Schedule calls and create call agendas
- Avoid making your client interactions touchless where possible
- Be a brand advocate for your client
- Help negotiate for your client’s needs
- health checks
- renewal calls
- goal setting
- alerts
- True
- False
- 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.
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
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
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.
- True
- False
- A client with only 20-50 employees
- A client who represents the type of account your agency wants to work with
- A client with specific business goals
- A client who is financially stable
- True – you should always provide all information in the very beginning to help ease any anxiety your client has about the relationship.
- True – by providing all the information in the first meeting, you’ll reduce the need to meet again during the onboarding phase, saving both you and your client time.
- False – instead of giving all information in one meeting, spread it out during the first few weeks. This will help keep your clients from getting overwhelmed.
- False – avoid giving any extra information to your client unless they specifically ask. This will prevent any unnecessary confusion
