Question: Situation: Excelsior Automotive sells autonomous limousines to the wealthy. They recently created a referral program where customers can refer friends in order to get a discount on their bill. Excelsior’s VP of Sales decides that, at the end of each quarter, she’ll find the ten customers who have submitted the most referrals, and the sales reps who closed those ten customers originally will each get a bonus. This is an example of:
- Adding force
- Removing friction
- Adding good friction
- Adding bad friction
Explanation
Adding force involves creating incentives that actively drive specific behaviors in customers or employees to achieve desired business outcomes. The referral program plus bonuses directly motivates both customers and sales reps to increase referrals and closed deals. This approach leverages rewards to influence actions rather than relying solely on process changes. It accelerates revenue growth by encouraging proactive engagement. The design aligns with RevOps principles of incentivizing outcomes and aligning teams.
Why the other options are incorrect
B) Removing friction focuses on making processes easier, not adding incentives.
C) Adding good friction slows actions intentionally for positive outcomes, which is not the case here.
D) Adding bad friction creates unnecessary obstacles, which does not apply.
Source for verification
Introduction to Revenue Operations
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