4.1 Identify the Steps to Perform an End-To-End Renewals Motion with the Customer in Partnership with the Account Team 700-805 Practice Questions (Page 4)

Questions 16–20

1. 16expert · hard

   A renewals manager has closed a large renewal, but the customer's account team reports that the customer is already expressing dissatisfaction with the service they received during the previous contract term. The renewal includes several commitments made during negotiation. What should the renewals manager do to ensure a successful post-renewal phase?

   • ADocument all commitments and conduct a structured handoff with customer success, including a plan to address the dissatisfaction and track the commitments.
   • BSchedule a follow-up call with the customer in 6 months to check on satisfaction.
   • CAsk the account team to handle the dissatisfaction separately from the renewal handoff.
   • DCelebrate the renewal with the customer and assume the dissatisfaction will resolve now that the contract is signed.
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2. 17application · medium

   A renewals manager has received verbal agreement from a customer to renew a multi-year contract. The account team is eager to celebrate the win. What should the renewals manager do NEXT to ensure a smooth closure?

   • AConfirm the order details with the customer, obtain the necessary internal approvals, and process the contract for signature.
   • BAnnounce the renewal to the broader organization to build momentum and recognize the account team.
   • CHand off the renewal to customer success immediately to begin onboarding activities.
   • DSend the customer a thank-you note and wait for them to initiate the paperwork.
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4. 18foundation · easy

   What is the primary role of the account team in the renewals process?

   • ATo prepare the renewal proposal independently
   • BTo finalize the contract without input from the renewals manager
   • CTo handle all negotiations with the customer
   • DTo provide customer relationship insights and support the renewal strategy
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5. 19foundation · easy

   What is the purpose of presenting a renewal proposal to the customer?

   • ATo finalize the contract immediately
   • BTo hand off to customer success
   • CTo communicate the value and obtain agreement on the renewal
   • DTo gather account context
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6. 20application · medium

   During a renewal meeting, the customer's procurement lead says, 'We are not sure we need this level of support anymore because our internal team has become more self-sufficient.' The account team has privately shared that the customer's internal team is actually overwhelmed. What should the renewals manager do?

   • AAsk the account team to have a separate conversation with the customer to correct their perception.
   • BImmediately offer a discount to make the current support level more attractive.
   • CPolitely challenge the assumption by referencing the account team's observations and ask probing questions to uncover the real pain points.
   • DAccept the customer's statement at face value and offer to downgrade the support plan to a lower tier.
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