1.2 Explain the Stages Throughout the Customer Lifecycle (choosing > Using > Loving) 700-805 Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A customer has purchased a project management tool, but six months later, only the original champion uses it regularly. The rest of the team has reverted to email and spreadsheets. The champion is enthusiastic and wants the tool to succeed. The account team has limited resources. What is the most effective strategy to move this customer toward the loving stage?

   • AImmediately offer the customer a discount on their next renewal to compensate for the low adoption.
   • BEscalate the issue to the customer's executive sponsor and threaten to terminate the contract if adoption does not improve.
   • CFocus on the champion and provide them with materials and support to drive internal adoption among their team.
   • DSuggest the customer switch to a competitor's tool that might be a better fit for their team.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A customer is in the early stages of evaluating a new endpoint protection solution. They have not yet issued an RFP, but they are actively researching vendors and have asked for a white paper on the vendor's threat intelligence capabilities. What is the vendor's primary objective at this point?

   • ATo ask the customer for a reference to other potential customers.
   • BTo close the deal immediately by offering a significant discount.
   • CTo educate the customer and establish the vendor as a credible and trusted advisor.
   • DTo begin the onboarding process to ensure a smooth transition.
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   In the Cisco customer lifecycle model, which three stages describe the customer's journey with a product or service?

   • ASelling, supporting, and retaining
   • BChoosing, using, and loving
   • CEvaluating, purchasing, and renewing
   • DOnboarding, adopting, and expanding
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5. 14application · medium

   A customer has purchased a new collaboration tool, but the initial rollout has been rocky. Several employees have complained about the user interface, and the IT team is struggling to configure the integrations. The customer's executive sponsor is concerned about the investment. What is the most important action for the vendor to take?

   • AAsk the customer to provide a testimonial to show confidence in the product.
   • BImmediately offer a refund to the customer to avoid a negative review.
   • CProvide additional training and support to address the usability concerns and integration issues.
   • DSuggest the customer downgrade to a cheaper plan to reduce their expectations.
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   A startup is evaluating a new cloud infrastructure service. They have signed up for a free trial and are testing the service with a small workload. They have not yet committed to a paid plan. Which two lifecycle stages are most relevant to this customer's current situation, and what is the vendor's primary focus?

   • AChoosing and using; the vendor should help the startup evaluate the service while ensuring the trial is successful.
   • BChoosing only; the vendor should focus solely on the sales pitch and ignore the trial experience.
   • CLoving only; the vendor should focus on renewing the startup's trial for another month.
   • DUsing and loving; the vendor should focus on turning the startup into a reference account.
   Reveal Solution Discussion Select an answer first