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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Positioning and Differentiating HP Services | 25% | - Compliance, security, and sustainability aspects - Key features and advantages of HP services - Comparison with alternative solutions |
| Topic 2: Post-Sales and Service Management | 10% | - Renewal and expansion opportunities - Delivery and support basics |
| Topic 3: Assessing Customer Needs | 25% | - Mapping needs to lifecycle service offerings - Consultative sales approach - Identifying customer business and IT challenges |
| Topic 4: HP PS Lifecycle Services Overview | 20% | - Service portfolio: plan, deploy, manage, support, retire - Value proposition and business benefits - Definition and scope of HP Personal Systems Lifecycle Services |
| Topic 5: Proposing and Selling Solutions | 20% | - Building service proposals and pricing models - Communicating ROI and total cost of ownership - Closing sales and managing customer expectations |
1. How are HP Care Pack Services sold?
A) They are available as a contractual service and can be sold at any time as a standard SKU offering
B) They are attached to hardware by the device serial number and sold as a transactional upfront payment.
C) They are sold with flexible payment terms and coverage options, offer standard and custom options, and are renewable.
D) They are sold as a transactional upfront payment although they require special terms and a minimum threshold.
2. Which category of HP Lifecycle Services enables customers to transition quickly and easily from old to new devices while maintaining compliance with government and environmental regulations?
A) HP Set Up Services
B) HP Collaborate Services
C) HP Renew Services
D) HP Optimize Services
3. A potential customer has asked you how HP Lifecycle Services compare to a competitor's services that they have used in the past.
What is the HP recommended way to prepare a response to this question?
A) Compile a list of issues customers have had with the competitor's services
B) Refer to the battlecards for the various HP Lifecycle Services
C) Visit the competitor's website to read the descriptions of their services
D) List the different HP Services websites that the customer can visit for more information
4. A customer is considering a refresh of the devices used by their employees and asks you about adding HP Care Packs for these devices.
What is an important consideration that you should discuss with this customer?
A) HP Care Packs must be attached at the time of purchase or within 90 days of the purchase of the devices.
B) An HP Care Pack covers devices that are in good working condition; the HP Post Warranty Service covers devices that are no longer in good working condition.
C) An HP Care Pack does not cover a device if the Care Pack was not bundled with the purchase of the device.
D) The HP Post Warranty Service can be purchased for HP devices up to a year after the Care Pack has expired.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A |
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