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| Section | Objectives |
|---|---|
| Topic 1: HP PPS Portfolio Overview | - Positioning of HP PPS within enterprise and SMB markets - Overview of HP Personal Systems and Printing solutions |
| Topic 2: Service Positioning and Competitive Differentiation | - HP service differentiation in printing and PC ecosystems - Competitive landscape overview |
| Topic 3: HP ServiceOne Services Framework | - Service lifecycle value proposition - Support, maintenance, and managed services concepts |
| Topic 4: Customer Engagement and Sales Process | - Partner and channel collaboration model - Identifying opportunities in lifecycle services |
| Topic 5: Selling HP PPS Service Value | - Customer pain points and value-based selling approach - Solution bundling with hardware and services |
1. What is true about HP Custom Contractual Services?
A) The HP Custom Contractual Services can only be defined as one Service Level Agreement.
B) HP Custom Contractual Services requires payment made as one up-front cost for a multi-years
engagement.
C) HP Custom Contractual Services can provide special payment terms or conditions (leasing, penalties,
etc.).
D) HP Custom Contractual Services are linked to one hardware serial number.
2. A customer set aside a budget to cover refreshment of the hardware fleet. They would like to make sure
the new devices are functioning and therefore are interested in repair services from the manufacturer.
They have several offices and branch offices across the country. The customer would like to have one
agreement that covers all of the fleet, independent of geography, offering the same service level. Which
offer best meets this customer's needs?
A) HP Accidental Damage Protection
B) HP Care Pack Services
C) HP Standard Contractual Services
D) HP Custom Contractual Services
3. Which competitive advantage does HP PPS Services offer in comparison to Dell, Lenovo, Lexmark, Ricoh,
and Apple?
A) Wider offering
B) Lower prices
C) Wider geographical coverage
D) Better security services
4. Which HP PPS Services can be offered to a customer when their previous engagement arrives at renewal?
(Select two.)
A) HP Refresh Services
B) HP Defective Media Retention
C) HP Maintenance Kit replacement
D) HP Contractual Services
E) HP Post Warranty Care Pack
5. How should you counter the following objection?
"I can repair my devices myself."
A) HP standard warranty offers limited support for a short time period.
B) HP Services give you predictability and greater control of TCO.
C) HP Services ensure that your equipment stays up and running.
D) HP Services allow you to choose from various options that best suit your needs.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B,D | Question # 5 Answer: C |
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