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Module 2: The Importance of Service
Review Questions
You have just closed a sale with your customer for Cisco hardware,
and are beginning to talk to them about a service solution to support
their hardware investment. In your discussion, your customer tells
you, “I do not see the benefit of Advance Replacement of defective
hardware. I already receive hardware replacement under my standard
warranty, right?”
How would you respond?
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Select the best answer from the choices below. |
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A. |
”You are the customer and I
am here to help you. We’ll go with whatever you decide.”
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B. |
”Cisco warranties
often do not cover replacement of hardware unless sufficient
evidence can be provided showing that the defect was due to
Cisco error." |
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C. |
”In many cases,
with a technical support service contract replacement parts
can be shipped as soon as the next business day. Under a standard
warranty, replacement parts are shipped within 10 business days
from the RMA return date. Can you afford to have your network
down that long?” |
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D. |
”I understand your
point, but I don’t’ think you fully understand the
situation. As your sales rep, I know what your company is looking
for and what it needs. You should trust my judgment and purchase
a service contract." |
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