4.4 Identify the Steps to Process Exceptions or Non-Standard Elements of a Renewal Quote 700-805 Practice Questions (Page 2)

Questions 6–10

1. 6expert · hard

   A renewals manager is reviewing a quote and finds that the customer has requested a 5% discount, a 15-day early payment discount, and a change to the support coverage that excludes a specific module. The policy states that discounts up to 10% are standard, early payment discounts are standard, and any change to support coverage requires product management approval. Which elements require exception processing?

   • ANone of these elements, because they are all part of the customer's renewal request.
   • BAll three elements: the discount, the early payment discount, and the support coverage change.
   • CThe discount and the support coverage change, but not the early payment discount.
   • DOnly the support coverage change, because the discount and early payment discount are within standard terms.
   Reveal Solution Discussion Select an answer first
2. 7expert · hard

   A renewals specialist is processing a quote with a 10% discount and a custom clause that provides the customer with a free training session. The policy states that discounts up to 10% can be approved by the renewals manager, and any free service offering requires marketing director approval. The renewals manager has approved the discount, but the marketing director has not yet responded. The customer is asking for the final quote. What should the specialist do?

   • AFinalize the quote with the approved discount and the free training session, since the discount was approved.
   • BAsk the renewals manager to approve the free training session as well, since the manager approved the discount.
   • CWait for the marketing director's approval before finalizing the quote, and inform the customer of the pending approval.
   • DRemove the free training session from the quote to expedite the process, keeping only the approved discount.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   What information should be recorded when documenting an exception in the quote system?

   • AThe reason for the exception and the approval obtained
   • BThe sales rep's personal notes
   • CThe customer's credit card number
   • DThe competitor's pricing details
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5. 9expert · hard

   A renewals manager is handling a quote for a high-value customer who is requesting a 15% discount and a 24-month contract term instead of the standard 12 months. The policy states that discounts above 10% require regional director approval, and any term change requires legal review. The customer has indicated that they need the quote finalized within 48 hours. The regional director is on vacation and will not be available for a week. What should the manager do to process the exceptions without violating policy?

   • AWait for the regional director to return and then submit both exceptions for approval, even if it delays the quote.
   • BSubmit the discount to the regional director's backup approver as defined in the policy, and route the term change to legal for review.
   • CApprove the discount personally to meet the deadline and route only the term change to legal.
   • DReduce the discount to 10% to fit the manager's approval limit and process the term change as a standard renewal.
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   A renewals manager is reviewing a quote and sees that the customer is requesting a 20% discount, a 90-day payment term instead of the standard net-30, and a clause that extends the support coverage to include a third-party product. Which of these elements should be treated as exceptions?

   • AOnly the 20% discount, because it exceeds the standard discount range.
   • BOnly the 90-day payment term, because it changes the financial terms of the renewal.
   • CNone of these elements, because they are all part of the customer's renewal request and should be accepted as-is.
   • DAll three elements: the discount, the payment term, and the support coverage clause.
   Reveal Solution Discussion Select an answer first