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質問 # 22
Which detail is provided in the scorecard by using the Total Program View tool?
- A. program rate
- B. renewal rate
- C. new products
- D. EOL products
正解：B
解説：
According to the Total Program View (TPV) User Guide1, the scorecard is a dashboard that provides a summary of the partner's performance across different programs and metrics. One of the metrics that is provided in the scorecard is the renewal rate, which is defined as:
The percentage of recurring revenue that is retained or renewed within a defined time period (usually 90, 180, or 365 days) A key indicator of customer satisfaction, retention, and loyalty A factor that affects the partner's incentives and rebates
質問 # 23
Customer A purchased a one-year WebEx contract of 100 seats at $10 per seat. Customer B purchases a three-year WebEx contract of 100 seats at $10 per seat.
What is the annual recurring revenue (ARR) for each?
- A. $1000 and $1000
- B. $3000 and $3000
- C. $1100 and $3300
- D. $1000 and $3000
正解：A
解説：
The annual recurring revenue (ARR) for each customer is $1000 and $1000. ARR is the total amount of money the company expects to receive from its subscribers over a year. It is calculated by summing up customers' monthly or quarterly subscription fees and multiplying them by 12 (for an annual period). It excludes one-time fees, transactional charges, and other non-recurring revenue sources. In this case, both Customer A and Customer B pay $10 per seat per month for 100 seats of WebEx. Therefore, their monthly recurring revenue (MRR) is $10 x 100 = $1000. To calculate their ARR, we multiply their MRR by 12: $1000 x 12 = $1000. The length of the contract does not affect the ARR calculation, as it only considers the revenue generated within one year.
質問 # 24
Which task is the responsibility of the Renewals Manager?
- A. managing the Success Plan
- B. billing recurring revenue contracts
- C. driving adoption of specific technologies
- D. managing recurring revenue risk
正解：A
質問 # 25
Which action should be taken when renewing a contract with a customer? (Choose the best answer.)
- A. Assume their business needs are the same.
- B. Validate customer's business needs.
- C. Propose only the most important part of the solution.
- D. Start discussions after the contract has expired.
正解：B
質問 # 26
What is the main purpose of CCW-R?
- A. to allow customers and partner store new software subscriptions and service contracts from one tool
- B. to factor customer ATR, up sell and attrition
- C. to allow customers and partners to download renewal data
- D. to capture partner and customer billing preferences
正解：A
解説：
CCW-R stands for Cisco Commerce Software Subscriptions and Services, which is a tool that allows customers and partners to quote, order, and manage their service contracts and software subscriptions from one place. CCW-R enables users to create new or renew technical services and software subscription quotes, submit approved orders, and manage their contracts. CCW-R also provides features such as co-terming, contract alignment, service level changes, and deal discounts. CCW-R is designed to simplify the renewal process and enhance the customer experience
質問 # 27
Which statement best describes an Accelerator?
- A. A one-on-one deep dive on network issues
- B. A one-on-one coaching engagement covering specific use cases
- C. A hosted on-to-many educational webinar with live expert Q and A
- D. An on-call service for customer support
正解：B
質問 # 28
Which services are contained in the CX portfolio?
- A. Support Services, Business Critical Services, Professional Services and Managed Services
- B. Support Services, Business Critical Services, Professional Services, Managed Services, and Learning Services
- C. Support Services, Business Critical Services and Professional Services
- D. Support Services and Business Critical Services
正解：B
解説：
CX portfolio consists of five service categories that cover the entire lifecycle of a technology:
Support Services: Provide technical support, software updates, and smart capabilities to help customers maintain network availability, security, and performance Business Critical Services: Provide expert guidance, best practices, proactive support, and insights to help customers optimize their network performance, security, and availability Professional Services: Provide consulting, design, implementation, integration, optimization, and migration services to help customers deploy and adopt Cisco solutions Managed Services: Provide end-to-end management, monitoring, and operation of customer's network infrastructure and applications by Cisco or certified partners Learning Services: Provide training, certification, and enablement programs to help customers develop their skills and capabilities on Cisco technologies
質問 # 29
An important Cisco customer has a large number of individual licenses for Cisco One in Enterprise Networking and engages many Webex users. The customer has expressed the intention to grow both groups and needs a compelling and simplified proposal.
Which Cisco offer represents the best value for the customer?
- A. Propose to migrate to perpetual model.
- B. Suggest as implied discount DSA with the total of licenses from each product Cisco One and Webex.
- C. Prepare a Partner Branded Managed Service deal.
- D. Ask Cisco team to engage into a Smart Account or Enterprise Agreement and propose a creation of a Customer Success Plan.
正解：D
質問 # 30
Which area of the Success Plan is the Renewal Manager responsible?
- A. Barriers Predicted
- B. Success Plan Hypothesis
- C. Adoption Barriers Overcome
- D. Solution Renewal
正解：D
解説：
The area of the Success Plan that the Renewal Manager is responsible for is Solution Renewal. The Success Plan is a document that captures the account team's strategy and actions to achieve customer success. It defines the customer's desired outcomes, identifies the potential barriers and risks, outlines the key milestones and deliverables, and assigns roles and responsibilities to the account team members. The Solution Renewal area of the Success Plan covers the activities related to renewing the customer's contract, such as reviewing the current solution, assessing the customer's satisfaction and value realization, proposing any improvements or enhancements, negotiating the terms and conditions, and executing the renewal agreement. The Renewal Manager is in charge of leading and managing the Solution Renewal area of the Success Plan, as well as collaborating with other account team members, such as Customer Success Managers, Account Executives, or Sales Engineers.
質問 # 31
Which is the first step in a solutions-led sales approach?
- A. understand the customer's objectives
- B. identify the latest technology release
- C. present quote to customer
- D. examine previous purchases
正解：A
解説：
a solutions-led sales approach is:
* A sales methodology that focuses on understanding the customer's business needs, challenges, and objectives
* A consultative process that involves discovering, proposing, validating, and closing solutions that deliver value and outcomes for the customer
* A way of differentiating Cisco and partners from competitors by offering integrated solutions that leverage Cisco's portfolio and expertise
* The first step in a solutions-led sales approach is to understand the customer's objectives, which includes:
* Asking open-ended questions to uncover the customer's pain points, goals, and priorities
* Listening actively and empathetically to the customer's responses
* Confirming and summarizing the customer's objectives and expectations References: 2: Solutions-Led Sales Approach - Cisco
質問 # 32
Which discussion point helps up sell a customer?
- A. Discuss changes in the network and identify any uncovered additions to the network.
- B. Focus on how much it will cost the customer.
- C. Focus on what the customer already has covered on the network.
- D. Discuss your prior ties and why you need the sale.
正解：A
解説：
A discussion point that helps up sell a customer is to discuss changes in the network and identify any uncovered additions to the network. This discussion point can help us understand the customer's current situation, needs, and challenges, as well as uncover any gaps or opportunities for improvement. By discussing changes in the network, we can show our interest and curiosity in the customer's business, as well as demonstrate our expertise and credibility in providing solutions. By identifying any uncovered additions to the network, we can highlight the risks and costs of not having adequate protection or support for those additions, as well as propose relevant products or services that can address those issues. This discussion point can help us create value for the customer, as well as differentiate our offering from competitors.
質問 # 33
Which task is the responsibility of the Renewals Manager?
- A. managing the Success Plan
- B. billing recurring revenue contracts
- C. driving adoption of specific technologies
- D. managing recurring revenue risk
正解：D
解説：
one of the tasks that is the responsibility of the Renewals Manager is to manage recurring revenue risk, which includes:
Identifying and prioritizing renewal opportunities and challenges
Developing and executing renewal strategies and plans
Collaborating with other Cisco teams and partners to ensure customer satisfaction and retention Negotiating and closing renewal deals
質問 # 34
Customer A purchased a one-year WebEx contract of 100 seats at $10 per seat. Customer B purchases a three-year WebEx contract of 100 seats at $10 per seat.
What is the annual recurring revenue (ARR) for each?
- A. $3000 and $3000
- B. $1100 and $3300
- C. $1000 and $3000
- D. $1000 and $1000
正解：C
質問 # 35
Which two customer values are included in an Enterprise Agreement? (Choose two.)
- A. priority services
- B. Lifetime warranty
- C. dedicated on-site support 24/7
- D. true forward
- E. on-demand deployment
正解：D、E
質問 # 36
Which statement best describes the Success Plan?
- A. a tool for report ng actions to management
- B. a shareable document that captures all account activities
- C. a document capturing a comprehensive view of all customer health scores
- D. the blueprint for account teams to achieve customer success
正解：C
質問 # 37
What is the Cisco definition of a Reusable Non-Standard Discount (RNSD)?
- A. A priority discount applied to third-party products for perpetuity.
- B. A discount applied to Cisco products and/or service list pricing and for a continual or ongoing basis.
- C. A limited time discount applied to Cisco products and/or services.
- D. A discount applied to refurbished or reused Cisco hardware that includes service contracts.
正解：C
質問 # 38
In addition to on-time renewals, on which two tasks should Renewal Managers focus? (Choose two.)
- A. opportunities for upsell
- B. driving adoption
- C. developing a customer success story
- D. renewing offer to a multiple-year contract
- E. the next customer and their needs
正解：A、D
質問 # 39
Which case represents a risk of renewal where a mitigation analysis will help obtain a more desired outcome?
- A. The adoption rate is 50%under the expected level and the plan is six months before the expiration date.
- B. Customer is willing to subscribe to a recommendation case to be publicly communicated.
- C. There are no open incidents 30 days before renewal dates.
- D. The health index of a customer is over expected targets with no red flags.
正解：A
解説：
This case represents a risk of renewal where a mitigation analysis will help obtain a more desired outcome. A low adoption rate indicates that the customer is not fully utilizing the solution or deriving the expected value from it. This can lead to dissatisfaction, reduced engagement, and increased likelihood of churn. A mitigation analysis can help identify the root causes of the low adoption rate, such as lack of training, technical issues, poor fit, or misalignment of expectations. Based on the analysis, a mitigation plan can be developed and implemented to address the issues and increase the adoption rate. For example, the plan could include providing more support, education, or guidance to the customer, resolving any bugs or glitches, customizing or adjusting the solution to better suit their needs, or redefining the success criteria and metrics. A mitigation analysis and plan can help improve the customer's satisfaction, retention, and loyalty, as well as increase the chances of a successful renewal.
質問 # 40
Which area of the success plan is the renewal manager responsible?
- A. Barriers predicted
- B. Success plan hypothesis
- C. Adoption barriers overcome
- D. Solution renewal
正解：D
質問 # 41
A customer has many a la carte Enterprise Networking licenses and many Webex users. The customer wants to grow both groups and needs a compelling and simplified proposal. Which Cisco offer should be suggested to the customer?
- A. propose to migrate to a perpetual model
- B. position an Enterprise Agreement
- C. provide a discount for Enterprise Networking and Webex licenses
- D. prepare a partner-branded managed service deal
正解：B
質問 # 42
Which action should a Renewals Manager take first?
- A. Meet the customer and perform a renewals diagnosis
- B. Meet and confirm the AM, CSS, CSM and their resources
- C. Assign an RS to priority accounts
- D. Download contract data and develop a renewals strategy
正解：D
解説：
the first action that a Renewals Manager should take is to download contract data and develop a renewals strategy, which involves:
* Using tools such as TPV, icebreaker, or CCW-R to access and analyze contract data
* Segmenting contracts based on their size, complexity, expiration date, product coverage, etc.
* Defining objectives, actions, timelines, and resources for each segment
* Aligning with the account team on the renewals strategy and value proposition
質問 # 43
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