Module 6: Hardware Replacement

Interactive Exercise

Now that you have a had a chance to learn about the functionality, benefits, and features available to your customers through Advance Replacement, it is time to apply the information you have learned to a real-life situation.

The example beginning on the next page will describe a real-life scenario that you could encounter with a customer as an employee of your company. Once you have read the scenario, you are going to be asked to make a selection from a list of possible ways that you could react to this situation.

Each option leads to a different outcome. In some outcomes, your customer could be very satisfied with the information you supply them with. However, depending on how you handle the situation, you could end up with an unsatisfied customer on your hands as well.

The objective of this exercise is to use your knowledge of Advance Replacement to keep your customer satisfied.

Note: To navigate within the interactive exercise, you must select a response from a list of options
that displays at the bottom of each page.

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