HubSpot Sales Software Certification Exam Answers - Category

All of the following tools can be used to capture inbound leads, EXCEPT for:

Email templates

Messages

Prospects

Lead flows

Which of the following is the HubSpot tool that shows you which companies have visited your website?

Email templates

Messages

Prospects

Lead flows

All of the following are true about forms and lead flows EXCEPT:

Submissions from lead flows and forms both appear on the contact timeline.

Lead flows collect more detailed information than forms.

Forms usually have more fields than lead flows.

Lead flows appear on top of the page while forms are embedded in the page.

Which of the following is the easiest way to create a new contact record?

Importing contacts from a spreadsheet

Adding a contact to the company record

Logging emails in the CRM

Manually creating a contact record

There are two main differences between forms and lead flows. One is that forms are embedded on the page while lead flows appear on top of the page. What's another difference?

Lead flows typically collect more information than forms.

Lead flows allow people to chat with you in real time.

Lead flows can only be added to blog posts, but forms can be added to any page.

Forms typically collect more information than lead flows.

Which of the following is NOT a recommended best practice for the messages tool?

Make sure the message pane appears on every page of your website.

Set your availability for the times of day when you'd prefer to chat.

Customize your welcome message to be relevant to the page it appears on.

Start by making the messages pane visible to all website visitors and then restrict it later if you receive more chat requests than you can respond to.

You see that a particular company has visted your website several times in the past few days, so you decide to call them. A receptionist answers the phone. Which of the following would be the BEST way to proceed?

Describe the benefits of your offering and try to get the receptionist's buy-in. Then ask to be referred to the appropriate buyer.

Try again later. Receptionists rarely have purchasing authority, and it's important to focus on speaking to qualified people.

Say,"Hi, I sell [product]. Can you please direct me to the person who can help me with that?"

Say, "Hi, my name is [name], and I'm calling from [company]. We've received a number of inquiries on our website from someone at your company, but they didn't leave a name. We provide [product]. Do you know who at your organization would be looking into that right now?"

True or false? If a lead flow only asks for a visitor's email address,that's enough information to create a useful record in the CRM.

True. An email address is enough information for the CRM to create a contact record where you'll be able to see a full history of the pages that the visitor has viewed on your website. The CRM may also be able to find company information about the person and create a company record based on their email domain

True. If a person provides an email address, you'll be able to send them an email to ask for more information. This is also a good opportunity to find out what products they're interested in and attempt to make a sale.

False. An email address without a name is meaningless. At a minimum, your lead flows should collect name and email.

False. Lead flows should collect as much information as possible about a visitor. You should have a goal of having 5 to 10 fields in each lead flow.

In HubSpot CRM, what’s the relationship between contacts and companies?

1.  A)  There is no relationship between Contacts and Companies
2.  B)  A contact record becomes a company record when you associate multiple people with it.
3.  C)  A company record can be associated with multiple contacts
4.  D)  Contacts and companies are the same in HubSpot CRM.

You’ve been researching XYZ Inc. and discover that someone at the company has viewed your pricing page, so you give them a call. You talk to the receptionist, Johnny. You ask who in the company might be investigating your solution. Johnny says he doesn’t know for sure but that he can ask around and get back to you. He also says that Mariah Opensky would probably be the person to make that decision, but she’s currently on vacation. What’s the BEST way to record this in the CRM?

1.  A)  Keep XYZ Inc.'s company record, but don't add any contacts until you know for sure who was viewing your pricing page.
2.  B)  Add Johnny as a contact because that's who you talked to, and associate him with XYZ Inc.'s company record. Mention Mariah in a note, but don't add her as a contact because you haven't contacted her yet.
3.  C)  Add Johnny and Mariah as contacts, and associate them both with XYZ Inc.
4.  D)  Add Mariah as a contact because she's the decision maker, and associate her with XYZ Inc.'s Company record. Mention Johnny in a note on the company record, but don't add him as a contact because he isn't a decision maker.

The buyer–seller relationship has changed dramatically in the past 20 years. This is PRIMARILY because:

1.  A)  Buyers have so many distractions that they need more frequent contact to help them through the buying process.
2.  B)  Buyers spend less time at home, making door-to-door sales and cold calling less effective.
3.  C)  The internet has shifted the power in the buying process from the seller to the buyer.
4.  D)  Economic changes have made buyers more cautious.

Where do your team’s interactions (phone calls, emails, etc.) with contacts appear inside HubSpot CRM?

Under the “Interactions” tab

On the contact's timeline

On the profile of the rep who contacted them

In contact properties

Which of the following statements is true?

Sellers should focus on being helpful because buyers are powerless and need help to buy.

In the past, sellers had more power than buyers, but now buyers have more power than sellers.

The buyer has always had more power than the seller.

Buyers cannot move through their buyer's journey without the help of a seller.

This training has contrasted the traditional way of doing sales with a new way, known as “inbound sales.” Which of the following BEST describes what makes inbound selling different from other sales techniques?

Inbound selling focuses on getting buyers to act on the seller's timetable.

Inbound selling focuses on attracting buyers and meeting them on their own terms.

Inbound selling focuses on sending emails rather than making phone calls.

Inbound selling focuses on standardized emails and call scripts.

What information shows on the timeline of a company record?

All of the interactions you've had with any contact at the company.

Only the interactions that you've manually added to it.

A countdown to the Close Date of all associated deals.

Company records don't have timelines.

How can you find all of the contacts who don’t have a value in a particular property?

Add a filter for that property and set it to "Is Unknown."

Add a filter for that property and enter "NULL" (in all capitals).

Add a filter for that property and leave it blank.

Don't add a filter for that property

How can you share saved filters with other team members?

All saved filters are automatically shared with all team members.

When saving your filters, you have the option of sharing the filters with everyone or with just your team.

By adding a filter for HubSpot Owner and adding the team members you want to share the view with.

By checking the "Invite team members" box next to the saved filter's name.

True or false? When you change the displayed properties in the “About” section of a contact record, that change automatically carries through to all contact records in the CRM.

1.  A)  True. Changing this section affects how contacts are displayed for all users.
2.  B)  True. Changing this section affects how all contacts are displayed for you.
3.  C)  False. This section needs to be changed on each individual record.
4.  D)  False. This section's layout is hardwired in the system and cannot be changed.

Which of the following is a benefit of keeping your contacts’ Lead Status property up to date?

You can filter your contacts based on how recently you’ve contacted them.

You can set reminders for yourself to follow up.

It ensures that the Deal Forecast will be as accurate as possible.

You can filter your contacts based on how active they are in the buying process.

Fill in the blanks. Good email templates increase ______ without sacrificing _____.

1.  A)  sales, time
2.  B)  efficiency, personalization
3.  C)  deal value, close rate
4.  D)  response rate, efficiency

Which of the following is FALSE about sales emails?

The content should focus more on the buyer’s needs than the seller’s needs.

Many messages get marked as spam based solely on their subject line.

Personalization is an important key to success when writing to prospects.

Typically, buyers prefer a phone call to receiving an email.

Email templates in HubSpot Sales must have all of the following EXCEPT:

Recipient

Name

Subject

Body

When writing the body of an email template, it’s important to include all of the following EXCEPT:

Personalization tokens

Fill-in-the-blank areas

Static text

Details about previous interactions

This morning you were supposed to have a meeting with one of your contacts, but they didn't show up. You want to send them an email to encourage them to reschedule. Instead of writing the email from scratch, you decide to make an email template you can use again in the future. Now you need to figure out what the template should say. Which of the following is the BEST way to look for ideas?

Look for marketing content on your website that gives information about a product the contact might be interested in.

Search Google for email templates that have worked well for other sales professionals.

Check your sent folder for emails you've sent in the past that have successfully helped people reschedule meetings they missed.

Scroll through the timeline on the contact record for the person who missed the meeting and look for specific details about them to include in the template.

Which of the following pieces of information would be the BEST fit for a fill-in-the-blank area in an email template?

A reference to a blog post your recipient recently published

The recipient's first name

Your standard elevator pitch

All of the above

Which of the following is a best practice for email subject lines?

1.  A)  Keep it short in case the contact views it on a mobile device.
2.  B)  Always have at least one exclamation point.
3.  C)  Use your elevator pitch as the subject line.
4.  D)  Add as much detail as possible, so the recipient knows what's in the email.

Which of the following is true about an email template’s name?

1.  A)  Individual templates don't have names.
2.  B)  The name is automatically generated by HubSpot and cannot be changed.
3.  C)  The template's name is the same as its subject line, so it needs to be short, clear, and focused on the recipient's needs.
4.  D)  The name is only visible internally, so it should be whatever makes the most sense to you and your team.

Your team just hired a new sales rep, and you’re coaching them on how to create a good email template. They ask you how to figure out the purpose of a template. What advice should you give them?

1.  A)  "Every email you send should encourage your contacts to buy, so focus on pitching our offering most aligned with their needs."
2.  B)  “Every email you send should help your contacts in some way, so focus the email on what you’re trying to help them do.”
3.  C)  "Email templates needs to be relevant to as many people as possible, so keep the purpose as vague as possible."
4.  D)  "Every email you send should ask your contacts to commit to something, so always include some kind of request in the message."

What is a task queue?

A filtered list of contacts that shows you the most important people to focus on.

A playlist of activities you can work through, one at a time.

A written list of goals you want to achieve in a given day or week.

The feature in HubSpot CRM that helps you create multiple tasks at once.

You can set a due date when you create a task. What happens when the due date arrives?

A reminder email is sent to the person the task is assigned to.

The task automatically gets marked as "Complete."

The task gets deleted.

The user the task is assigned to is required to take the action described in the task.

Which of the following is NOT a type of task in HubSpot CRM?

Follow up

Call

Email

To-do

What's the BEST way to add people from your saved filters into a task queue?

Check the boxes next to each person and bulk-create a task for all of them. As you create the task, be sure to select the appropriate queue.

"Task queue" and "saved filters" are different names for the same thing.

Open each contact record and create tasks one at a time. It's important to create the tasks individually to make sure they're personalized.

Drag and drop people from the saved filters into the task queue.

How do you record emails in the CRM if you are NOT using the HubSpot Sales email extension?

Add your portal's BCC address to the BCC line of your emails.

Copy the body of the email and paste it into a note in the CRM.

Use the CRM's "import" feature to import the messages into the CRM.

You cannot record emails in the CRM without using the email extension.

For the following questions, imagine you are creating an email template for following up with people who missed a scheduled appointment. You found this email in your sent folder that you want to use as a template:

When creating an email template in HubSpot Sales, how would you include the contact’s name in the greeting? (“Jean”)

Personalization tokens

Fill-in-the-blank areas

Static text

None of the above

When creating an email template in HubSpot Sales, how would you include the contact’s phone number? (“(888) 482-7768”)

1.  A)  Personalization tokens
2.  B)  Fill-in-the-blank areas
3.  C)  Static text
4.  D)  None of the above

When creating an email template in HubSpot Sales, how would you include the time the meeting was scheduled for? (“3 p.m.”)

1.  A)  Personalization tokens
2. B)  Fill-in-the-blank areas
3.  C)  Static text
4.  D)  None of the above

When creating an email template in HubSpot Sales, how would you add a description of the topics the meeting was supposed to cover? (“the trouble you’ve been having with user engagement on your online forums“)

1.  A)  Personalization tokens
2.  B)  Fill-in-the-blank areas
3.  C)  Static text
4.  D)  None of the above

When creating an email template in HubSpot Sales, how would you add the next steps? (“If you’d still like to talk about this, please let me know the best time to reach you.”)

1.  A)  Personalization tokens
2.  B)  Fill-in-the-blank areas
3.  C)  Static text
4.  D)  None of the above

When creating an email template in HubSpot Sales, how would you add a personalized closing line? (“Looking forward to talking to a fellow Cubs fan,”)

1.  A)  Personalization tokens
2.  B)  Fill-in-the-blank areas
3.  C)  Static text
4.  D)  None of the above

Where can you see the progress of a deal?

1.  A)  On the deal record
2.  B)  On the timeline of any contact or company associated with the deal
3.  C)  On the Deals page
4.  D)  All of the above

True or false? Deal information is automatically displayed on the contact timeline.

1.  A)  True. Updates are added to the contact timeline every time a deal they’re associated with moves to a new deal stage.
2.  B)  True. Deals are simply properties on the contact record, so any changes to the deal naturally flow through to the contact timeline.
3.  C)  False. Contacts and deals are two separate objects in HubSpot CRM, so information does not flow between the two.
4.  D)  False. Deal information has to be added to the contact timeline manually.

What’s the best way to create an end-of-the-month to-do list?

1.  A)  By creating a custom view of contacts who haven't been followed up with recently.
2.  B)  By using the Deal Forecast to view the deals that are closest to closing and sorting them by the amount they're worth.
3.  C)  By creating a custom view of contacts who have multiple deals associated with them.
4.  D)  By using the Deal Board to see how many deals are near the end of your sales process.

What’s the most important deal property?

1.  A)  Close date, because if you forget to select a close date, your commission will be calculated incorrectly.
2.  B)  Deal Name, because you have to know this in order to find the deal in the CRM.
3.  C)  Contact, because if you forget to add the contact, the deal will be meaningless.
4.  D)  Amount, because the value of the deal will help you prioritize at the end of the month.

What’s the difference between the deal forecast and the deal board?

"Deal forecast" and "deal board" are two different names for the same thing.

The deal board helps with deal maintenance, while the deal forecast helps with prioritization.

The Deal Forecast is for managers, and the Deals Board is for individual reps.

They are essentially the same, but they're located in different areas of the CRM.

True or false? You should treat all of your contacts as equally important to your sales process.

1.  A)  True. The most important thing is to make sure your contacts feel like they're your only contact.
2.  B)  True. Quota and commission are not as important as developing good relationships with your contacts.
3.  C)  False. You should only spend time on people who are eager to buy your product.
4.  D)  False. While it's important to give all of your contacts the same level of respect, there will be times when you need to prioritize based on revenue potential.

How can deals help you prioritize your contacts?

1.  A)  Deals help you see which contacts are closest to buying.
2.  B)  Deals help you see a contact's revenue potential.
3.  C)  You can create a custom view of contacts based on how many deals they are involved in.
4.  D)  All of the above.

When should you create a deal?

1.  A)  Any time a contact buys from you.
2.  B)  Any time a contact completes the action described by the first deal stage.
3.  C)  Any time you identify a contact or company as a "good fit" for your offering.
4.  D)  Any time you successfully make contact with a person.

What are deal stages?

1.  A)  One-word descriptions of a contact or company's qualification as a lead.
2.  B)  The steps you need to take in order to close a deal.
3.  C)  The important milestones a person has to pass in order to become your customer.
4.  D)  The process you need to go through in order to add a deal to HubSpot CRM.

True or false? The best way to define the steps of your sales process is to figure out the actions you have to take to move a sale forward.

1.  A)  True. In order to help contacts move forward, you need to know exactly what to say and do in each stage of the sales process.
2.  B)  True. While it's important to know what the buyer should be doing at each stage of the sales process, it's ultimately your actions as a sales rep that will move a sale forward.
3.  C)  False. While it's important to know the actions you must take at each stage of the sales process, it's ultimately the buyer's actions that move a sale forward.
4.  D)  False. A good sales process is flexible enough to be different for every contact.

Where's the best place to go if you want to ask other HubSpot users the best way to use HubSpot tools?

community.hubspot.com

academy.hubspot.com

support.hubspot.com

hubspot.com/help

Which of the following is HubSpot's live chat tool?

Email templates

Messages

Prospects

Lead flows

Your marketing team wants to add lead flows and messages to your company's website. Where should each tool be used?

Put messages on any page talking about your company's products or pricing, and put lead flows on all the other pages.

Put lead flows and messages together on all pages.

To determine where each should be used, randomly divide the pages of your website into two even groups. Then put messages on all of the pages in one group, and lead flows on all of the pages in the other group.

It doesn't matter which pages each tool is used on, as long as the tool is customized to match the pages it's added to.

True or false? You should customize an email template every time you send it out.

1.  A)  True. Personalization tokens are just placeholders that need to be manually replaced.
2.  B)  True. The template is a starting point, but every email you send should be customized for the contact you're sending it to.
3.  C)  False. The point of email templates is to save you the trouble of customizing individual emails.
4.  D)  False. In order to measure a template's performance, you need to make sure it's identical every time you send it.

Which of the following is the BEST description of the benefits of using personalization tokens?

Personalization tokens help save time and avoid mistakes but aren’t enough on their own to make an email feel personalized.

Personalization tokens make it easy to send a single email to multiple people.

Personalization tokens make it unnecessary for sales reps to craft individual emails for their contacts.

Personalization tokens are simple reminders of information that has to be added manually before sending the email.

You work for a company that has a form where people can request a free consultation. You want to create a list of people in your territory who have submitted this form. Which tool will you need to use to do this?

Saved filters

Task queues

Forms

Lead flows

How do you record emails in the CRM if you're using the HubSpot Sales email extension?

Check the "Log in CRM" checkbox when you're composing an email.

Select the emails you want recorded and then click the "Save in CRM" button.

All of your emails will automatically be recorded as long as the "Record My Emails" setting is turned on.

Add your portal's BCC address to the BCC line of your emails.

Fill in the blank: A ___________ is a record used to track the progress of an individual sale.

1.  A)  deal record
2.  B)  deal stage
3.  C)  deal forecast
4.  D)  deal pipeline

Where's the best place to go to find help docs and training videos about HubSpot tools?

community.hubspot.com

academy.hubspot.com

support.hubspot.com

hubspot.com/help