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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

Your customer has just purchased a SMARTnet 8x5xNBD service contract from you. You receive a phone call from him first thing Monday morning at 7 a.m. Apparently he is very upset because his network went down Saturday morning and he still has not had the problem resolved from the Cisco TAC.

How would you handle this situation?

Select the best answer from the choices below.
 
 A. "I told you to buy the SMARTnet Onsite delivery option. Now look what has happened."
B. "I can’t believe that your network is still down. I am very sorry about this. I can’t understand why you did not receive the part Sunday. Let me look into this and call you right back."

C. "I am very sorry about your situation; however I need to remind you that your coverage for NBD is only during regular business hours during the week. Call the Cisco TAC and see if they have identified that it is a hardware problem. If that is the case, then you should receive it the following day. Let’s talk about the onsite delivery option to prevent this in the future."
D. "I am very sorry about your situation; however I need to remind you that your coverage for NBD only applies during the week. Let’s talk about the onsite delivery option to prevent this in the future."

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