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HP Delta -Selling HP PPS ServiceOne Services Sample Questions:

1. A customer is nearing the expiration of their existing service engagement. When asked about a renewal,
they expressed a desire to maintain the same SLA and conditions and keep existing hardware. A review
of their hardware inventory shows that it is no longer supported. Which renewal option should you offer?

A) Hardware Refresh
B) Upgrading with HP Contract
C) HP Post-Warranty Care Pack
D) Purchasing an extended warranty

2. Which HP Care Pack Service response is sold most often?

A) Next-business-day, onsite
B) Onsite services
C) Defective media retention
D) Offsite services

3. Which service corresponds to the following discovery question: "Have you lost productivity due to delayed
hardware repair?"

A) Maintenance Kit replacement for printers
B) Travel Services
C) HP Care Pack Services (next business day or same day)
D) Accidental Damage Protection

4. In the event a ServiceOne reseller does not hold a services contract specialization, which statement is
true about pricing for HP Contractual Services?

A) The ServiceOne reseller can settle pricing conditions directly with the customer.
B) HP Partner Business Manager can help the ServiceOne reseller identify the nearest Services Contract
specialist distributor to contact.
C) Prices can be found in HP Care Pack Central.
D) The ServiceOne reseller should contact their HP Partner Business Manager to discuss pricing.

5. How should you counter the following objection?
"The standard warranty is sufficient."

A) With HP Care Packs, HP dispatches trained technicians with genuine parts, within the agreed time
B) HP Care Packs give you predictability and greater control on TCO.
C) HP Care Packs expedite repairs to reduce downtime.
D) HP Care Packs allow you to choose from various options that best suit your needs.

Solutions: