HP HP2-E14 Certification Guide - Computers - Certification

HP Service Sales Professional HP2-E14 Test

HP2-E14QUESTION: 1According to research, approximately what percentage of all helpdesk calls are relatedto commercial printers?A. less than 10%B. more than 50%C. more than 75%D. between 10% and 20%Answer: BQUESTION: 2What is the typical percentage profit margin for HP Care Pack Support Servicescompared with HP products?A. biggerB. similarC. smallerD. depends on which HP Care PackAnswer: AQUESTION: 3Why is it important to introduce services early in the sales cycle for an HP Integritysolution? (Select three.)A. You can provide higher services discounts early in the sales cycle.B. if you do not, the competition might step in to provide the service solutionC. Your value proposition is stronger with services included from the beginningD. The customer's budget may not be stretched later on to accommodate additionalservices.E. The standard warranty, that provides basic protection against downtime andservices, is an important component to provide a complete solutionAnswer: B, C, EQUESTION: 4What is the correct sequence for a successful HP Care Pack Services sales process?A. Introduce services, illustrate cost of downtime, relate value to customer objectives,compare cost of service to cost of downtime, and reinforce credibility HP2-E14B. Introduce services, relate value to customer objectives, reinforce credibility,illustrate cost of downtime, and compare cost of service to cost of downtimeC. Introduce services, reinforce credibility, relate value to customer objectives,illustrate cost of downtime, and compare cost of service to cost of downtimeD. Introduce services, illustrate cost of downtime, compare cost of service to cost ofdowntime, reinforce credibility, and relate value to customer objectivesAnswer: CQUESTION: 5Can you improve your margin by including services at the point of product sales?A. Yes. if you offer the right service.B. No, if the customer does not ask for services, you must sell them at cost, so nomargin is left and the order mar gin percentage decreases.C. No, because offering services together with the product means that you are notselling a qualitative product and there is a risk of losing the total saleD. Yes. the increased order value (extra 15% to 30%) has a positive impact on the totalmargin, and a typical sen/ice margin is even higher than the product marginAnswer: DQUESTION: 6Who are the top competitors for HP in the emerging printing and copier market?(Select two.)A. DellB. ibmC. XeroxD. CanonE. LexmarkAnswer: C,DQUESTION: 7What is the percentage of printer supplies and support costs in a typical IT budget forcommercial printing customers?A. a considerable cost. 10% to 20% of the IT costsB. the smallest portion of the IT costs, approximately 5%C. totally understated up to 50% of the IT costs HP2-E14D. compared to classical IT costs, it is a cost that is underestimated and very difficultto controlAnswer: AQUESTION: 8HP ProLiant Storage Servers are considered jointware. meaning that both hard wareand software are required and operate jointly together. Which support service providesthe most appropriate support as it covers both components'?A. Proactive EssentialsB. Support Plus ServiceC. 4-hour. 24x7 ServiceD. Next Business Dav ServiceAnswer: BQUESTION: 9SAN interconnect guarantee is a proactive feature of which product?A. HP Critical ServiceB. HP Proactive EssentialsC. HP Proactive 24 ServiceD. every HP SAN service productAnswer: BQUESTION: 10What is provided as part of the basic warranty? (Select three.)A. parts and laborB. 6-hour Call-to-RepairC. protection against downtimeD. hardware protection against manufacturer defectE. best effort response for replacement of defective componentsAnswer: A,D,EQUESTION: 11CORRECT TEXT

HP2-E14

QUESTION: 1According to research, approximately what percentage of all helpdesk calls are relatedto commercial printers?

A. less than 10%B. more than 50%C. more than 75%D. between 10% and 20%

Answer: B

QUESTION: 2What is the typical percentage profit margin for HP Care Pack Support Servicescompared with HP products?

A. biggerB. similarC. smallerD. depends on which HP Care Pack

Answer: A

QUESTION: 3Why is it important to introduce services early in the sales cycle for an HP Integritysolution? (Select three.)

A. You can provide higher services discounts early in the sales cycle.B. if you do not, the competition might step in to provide the service solutionC. Your value proposition is stronger with services included from the beginningD. The customer's budget may not be stretched later on to accommodate additionalservices.E. The standard warranty, that provides basic protection against downtime andservices, is an important component to provide a complete solution

Answer: B, C, E

QUESTION: 4What is the correct sequence for a successful HP Care Pack Services sales process?

A. Introduce services, illustrate cost of downtime, relate value to customer objectives,compare cost of service to cost of downtime, and reinforce credibility HP2-E14

B. Introduce services, relate value to customer objectives, reinforce credibility,illustrate cost of downtime, and compare cost of service to cost of downtimeC. Introduce services, reinforce credibility, relate value to customer objectives,illustrate cost of downtime, and compare cost of service to cost of downtimeD. Introduce services, illustrate cost of downtime, compare cost of service to cost ofdowntime, reinforce credibility, and relate value to customer objectives

Answer: C

QUESTION: 5Can you improve your margin by including services at the point of product sales?

A. Yes. if you offer the right service.B. No, if the customer does not ask for services, you must sell them at cost, so nomargin is left and the order margin percentage decreases.C. No, because offering services together with the product means that you are notselling a qualitative product and there is a risk of losing the total saleD. Yes. the increased order value (extra 15% to 30%) has a positive impact on the totalmargin, and a typical sen/ice margin is even higher than the product margin

Answer: D

QUESTION: 6Who are the top competitors for HP in the emerging printing and copier market?(Select two.)

A. DellB. ibmC. XeroxD. CanonE. Lexmark

Answer: C,D

QUESTION: 7What is the percentage of printer supplies and support costs in a typical IT budget forcommercial printing customers?

A. a considerable cost. 10% to 20% of the IT costsB. the smallest portion of the IT costs, approximately 5%C. totally understated up to 50% of the IT costs HP2-E14

D. compared to classical IT costs, it is a cost that is underestimated and very difficultto control

Answer: A

QUESTION: 8HP ProLiant Storage Servers are considered jointware. meaning that both hardwareand software are required and operate jointly together. Which support service providesthe most appropriate support as it covers both components'?

A. Proactive EssentialsB. Support Plus ServiceC. 4-hour. 24x7 ServiceD. Next Business Dav Service

Answer: B

QUESTION: 9SAN interconnect guarantee is a proactive feature of which product?

A. HP Critical ServiceB. HP Proactive EssentialsC. HP Proactive 24 ServiceD. every HP SAN service product

Answer: B

QUESTION: 10What is provided as part of the basic warranty? (Select three.)

A. parts and laborB. 6-hour Call-to-RepairC. protection against downtimeD. hardware protection against manufacturer defectE. best effort response for replacement of defective components

Answer: A,D,E

QUESTION: 11CORRECT TEXT

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