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Tutorial Title
 
1 Cisco Service Expert Program Overview
2 The Importance of Service
3 Online Tools and Resources
4 Technical Assistance
5 Software Support
6 Hardware Replacement
7 Technical Support Services Portfolio
Introduction
Cisco Technical Support Services Portfolio
Technical Support Services Portfolio
Overview of SMARTnet
What Is SMARTnet?
Advance Replacement
Benefits of SMARTnet
Overcoming Objections
Where Is SMARTnet Available?
Overview of SAS/SASU
SAS/SASU Service Programs
The Value of SAS and SASU
Where Is SAS/SASU Available?
Interactive Exercise 1
Interactive Exercise 2
Review Questions
Summary
8 Partner Technical Support Services
9 The Value Selling Approach
10 Cisco SMB Support Assistant
11 Sales Tools and Processes
  12 Business Tools and Processess
  13 Next Steps
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Module 7: Technical Support Services Portfolio

Review Questions

You are on a sales call, discussing Cisco service programs with your service provider customer. Your customer thinks a service contract is a good idea, however, since they must meet the highest reliability standards, they have plenty of spare hardware and an ample IT staff to install equipment. As a result, they do not wish to spend the money on an Advance Replacement option they deem unnecessary. They ask you what options they have.

How would you respond?

Select the best answer from the choices below.
 

A. ”Components of service programs can be mixed and matched so that you only pay for those you want. We can go ahead and set up a service program that does not include a hardware replacement option, thereby saving you money."

B. ”Unfortunately, you do not have any other options if you’d like a service program. You must either pay for the advance replacement services you do not use, or not purchase a service contract.”

C. “Even though you do not require the support available through Advance Replacement, it could still be a valuable back-up for your company."

D. ”RTF 10 Business Day is a hardware replacement option for service provider customers like yourself who do not require immediate replacement of parts. You can have hardware replaced within 10 business days to ensure your inventory is replenished. Is this more suitable to your needs?"

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