2.3 Explain the Customer Journey (purchase Through Adopt) 700-805 Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   What is the primary purpose of the handoff process between sales and customer success teams?

   • ATo introduce the customer to the product's competitors
   • BTo ensure a smooth transition from purchase to adoption
   • CTo finalize the sales contract
   • DTo transfer the customer's payment information
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2. 7application · medium

   A customer has purchased a cybersecurity solution, but the CSM discovers that the IT team is overwhelmed with alerts and has stopped using the dashboard. They are relying on manual logs instead. What is the most likely barrier to adoption, and what strategy should the CSM recommend?

   • AThe solution is not integrated with the IT team's workflow; recommend integrating it with their ticketing system.
   • BThe IT team lacks confidence in the solution; recommend a proof-of-value session to demonstrate its effectiveness.
   • CThe solution is generating too many alerts, causing alert fatigue; recommend tuning the alert rules to reduce noise.
   • DThe solution is too complex; recommend simplifying the dashboard and providing additional training.
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4. 8application · medium

   A customer has just purchased a new network monitoring solution. The sales team provided a detailed technical demo, but the customer success team is unsure which features the customer is most interested in. What should the CSM do to ensure a smooth transition?

   • AWait until the customer starts using the product and then address any questions.
   • BAssume the customer is interested in all features and plan a comprehensive training program.
   • CSchedule a kickoff meeting with the customer to discuss their goals and the features they are most excited about.
   • DReview the sales notes and the demo recording to identify the features that were highlighted.
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5. 9foundation · easy

   What is the primary purpose of a customer journey map in the context of purchase through adoption?

   • ATo list all the features of the product
   • BTo visualize the customer's experience, including touchpoints, emotions, and pain points
   • CTo track the vendor's internal sales quotas
   • DTo document the technical architecture of the product
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6. 10application · medium

   A customer has purchased a new CRM system, but the sales team is resistant to using it because they feel it adds extra data entry work. The CSM needs to overcome this barrier. What is the most effective strategy?

   • AIgnore the resistance and focus on the sales managers who are already using the tool.
   • BDemonstrate how the CRM reduces manual work through automation and integrations.
   • CMandate that all sales reps must use the CRM or face disciplinary action.
   • DProvide additional training on all the CRM's features.
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