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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Needs and Sales Strategy | 25% | - Demonstrating Quality, Reliability and Security - Value Proposition and Cost-per-Page Analysis - Identifying Customer Printing Requirements |
| Topic 2: Solutions, Services and Business Growth | 15% | - Supplies Lifecycle Management - Building Long-Term Customer Relationships - HP Instant Ink and Subscription Models |
| Topic 3: HP Imaging and Printing Supplies Overview | 20% | - HP Original vs. Non-HP Supplies - Supply Technology and Innovation - Environmental and Sustainability Benefits |
| Topic 4: Product Portfolio and Compatibility | 25% | - Maintenance Kits and Accessories - Ink Cartridges and Toner Cartridges - Matching Supplies to Printer Models - Paper and Specialty Media |
| Topic 5: Handling Objections and Competitive Positioning | 15% | - Warranty and Legal Considerations - Countering Third-Party Supply Claims - Addressing Cost Concerns |
1. What is the hardest working part of an HP Inkjet printer?
A) Media
B) Ink
C) Paper output tray
D) Print head
2. According to the 2013 Spencer Lab laser study approximately what percent of non-HP toner cartridges, on average, produced print quality that was of limited or of no use?
A) 97%
B) 70%
C) 42%
D) 10%
3. Where can customers find more information about how to protect themselves from counterfeit products?
A) The HP anti-counterfeit website
B) The HP anti-counterfeit TV channel
C) The HP anti-counterfeit video hotline
D) The HP anti-counterfeit end-customer investigation trainings
4. Which statement best describes the warranty on HP laser supplies?
A) No warranty is applicable to HP laser supplies.
B) As long as the printer is not indicating the end of life of the cartridge, the warranty covers defects from materials and workmanship.
C) HP offers 6 months of warranty for all HP laser supplies.
D) HP offers a warranty that is defined by local legislation, which varies from 6 to 24 months.
5. What are the hidden costs in the framework of printing?
A) Costs of an intern
B) Wasted toner, ink, and paper due to reprints
C) Price of the printer after tax
D) Price of the cartridge after discounts
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: B |
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