CertificationAnswers

Which of the following is a great tactic to incorporate into your process to encourage upgrades and cross-selling?

 

• Host exclusive, client-only workshops to educate and inspire clients around new trends.
• Talk to other departments to find ways to expand the impact of the site.
• Run a surprise experiment for free to give them a taste of what’s possible.
• All of these are correct.

 

 

True or false? Building incentives into service team members’ compensation packages can be a good tactic to drive upgrades and cross-selling.

 

• True

 

• False

 

Imagine you’re in an agency leadership team meeting discussing how to better manage client cancellations, renewals, and upgrades. The challenge is that you’re never sure what the client is planning to do until the last minute. This is causing the sales team to scramble to find another sale and work to fill gaps in service team capacity, and it is making it nearly impossible to accurately forecast future cash flow. Which would be the BEST suggestion to solve this challenge?

 

• Implement a “likelihood of renewal” scoring system. Score each client two months prior to their renewal date, and create different service playbooks for the team to follow.

 

• Schedule an in-person workshop ninety days prior to the renewal date to get some additional facetime and strengthen the relationship.

 

• Implement a grading system based on the progress you’ve made on their original goals. If the client scores a “D” or lower, assume they will be canceling and have the sales team work to replace them.

 

• None of the other suggestions would help this specific challenge.

 

 

Which action best describes how your team should present the science fair action items?

 

• Walk through a list of each complete action items and give a detailed breakdown of exactly what business impact each one has made.

 

• Use a story format to describe the outcome of the action items you built and the new world of the user.

 

• Start by showing detailed reporting of the impact your action items have made. Then transition into explaining the primary action item that drove the results and the user learnings your team can pull from the outcome.

 

• None of these are correct. The “science fair” section consists of showcasing experiments run by other companies to find inspiration for new wishlist items.

 

 

True or false? It is critical to have a robust, exciting wish list leading up to the renewal conversation.

 

• True – The wishlist should primarily focus on ideas from the client’s CEO.

 

• False – When it comes to the renewal the client do not typically care about the future, rather, they will solely judge the renewal based on the deliverables already created.

 

• True — Investing time to regularly brainstorm creative, exciting, and innovative ideas for your client’s wish list will motivate them to keep going.

 

• False – The renewal is primarily based on if the company has budget for the website moving forward.

 

 

When is the best time to start the renewal conversation?

 

No later than three months out from the renewal date
No later than 30 days out from the renewal date
Once the client’s existing engagement has come to an end
When the client brings up that they are planning for the next year

 

or

 

• A minimum the renewal conversations should happen three months out from the renewal date.
• A minimum the renewal conversations should happen thirty days out from the renewal date.
• Once the client’s existing engagement has come to an end.
• When the client brings up that they are planning for the next year.