Question: 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
Explanation
Removing friction eliminates barriers that prevent customers from taking action, such as skepticism or perceived risk. Offering a seven-day free trial and a one-year money-back guarantee reduces uncertainty and lowers the effort or risk for the buyer. This approach encourages adoption by making the purchasing decision easier. It aligns with RevOps principles of optimizing customer experience and conversion. Removing friction increases the likelihood of revenue without forcing additional effort from the customer.
Why the other options are incorrect
A) Adding force uses incentives to drive behavior, not reduce risk.
C) Adding good friction intentionally slows the process for positive outcomes, which is not happening here.
D) Adding bad friction creates obstacles, which is the opposite of this example.
Source for verification
Introduction to Revenue Operations
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Revenue Operations" page.