True or false? Friction can be used to describe challenges that hold back your internal teams as well as challenges that hold back your customers.

Situation: Tamara’s Monogrammed Baked Goods sells muffins, cakes, and pastries that have their customers’ initials sewed onto them with celery strings. But, the delivery team sometimes gets orders mixed up and delivers monogrammed baked goods to the wrong customers. For health reasons, food items cannot be returned, so Tamara has to monogram a new set of baked goods and have them delivered to the affected customers. According to The Cost of Poor Quality, what category does this cost belong to?

Internal failure External failure Appraisal Prevention Download HubSpot Revenue Operations Certification Exam Answers (PDF)

RevOps improvements generally require a large investment of money.

True False Download HubSpot Revenue Operations Certification Exam Answers (PDF)

Situation: Granny’s Handmade Electronics produces high-end computers and TVs using only yarn and apple pie filling. Many consumers are skeptical that the products would work as advertised, so Granny has introduced a seven-day free trial and a one-year money-back guarantee. This is an example of:

Adding force Removing friction Adding good friction Adding bad friction Download HubSpot Revenue Operations Certification Exam Answers (PDF)