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HP HP2-H65 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Industry Trends and Customer Requirements | 20% | - Identifying and analyzing customer business and technical needs - Current trends in personal systems and services |
| Selling and Positioning HP Services | 30% | - Quoting, pricing and contract basics - Value proposition and differentiators of HP services - Matching services to customer requirements |
| HP Personal Systems Services Offerings | 35% | - Installation, configuration and deployment services - Warranty and support services portfolio - Asset lifecycle and recovery services - Proactive and managed services |
| Technical and Operational Knowledge | 15% | - Service delivery models and support processes - Service level agreements and coverage terms |
HP Selling HP Personal Systems Services 2018 Sample Questions:
1. Why is it important to register HP Services?
A) When a customer calls for support, the HP Services agent can verify the customer and which services they are entitled to.
B) Registering HP Services entitles the customers to valuable rebates.
C) Registering HP Services is required to set up automatic renewal of services.
D) It is less expensive to replace registered HP devices than devices that are not registered.
2. Which statement is true about a custom service contract compared to a standard service contract?
A) Custom service contracts offer the same standard SLAs as other contracts, but their service period duration is much longer than what a standard service contract can offer
B) Custom service contracts offer an SLA that is adapted or tailored to the customer's needs while standard service contracts provide a standard SLA.
C) Custom service contracts offer one serial number for HP products; standard contracts offer various serial numbers under multiple subscriptions.
D) Custom service contracts have only quarterly payment terms; standard service contracts offer installment payment terms.
3. A customer states that the standard base warranty is sufficient. How should you respond?
A) With a base warranty, you cannot choose the service level or the repair method. Can you afford to wait if repairs are needed? What happens after the base warranty expires?
B) 80% of customers who start with the standard base warranty will pay for enhanced service coverage before the standard warranty expires.
C) The price difference between services and hardware is so little. Does it make sense to only count on the standard base warranty?
D) The standard base warranty only lasts 30 days. You might as well start by buying services to provide greater protection lor your devices.
4. What are some of the benefits to customers who take advantage of the Installation Services? (Select two.)
A) get expert supervision while the IT team installs the new devices to ensure it is done correctly
B) get installation training to help the customer stay involved in each step of the process
C) provide customers with return packaging in case they decide to exchange products
D) optimize the customer's IT resources with expert deployment
E) achieve global consistency in the installation and setup of devices
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: A,D |




