4.4 Identify the Steps to Process Exceptions or Non-Standard Elements of a Renewal Quote 700-805 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A renewals specialist is processing a quote with a 12% discount and a custom service-level agreement (SLA) that promises a faster response time than the standard offering. The policy states that discounts above 10% require regional director approval, and any SLA modification requires legal review. What is the correct sequence of actions?

   • ARoute both exceptions to the regional director, who can approve the discount and the SLA modification in one action.
   • BDocument both exceptions, route the discount to the regional director, and route the SLA to legal for review before finalizing the quote.
   • CApprove the discount personally since it is close to the 10% threshold, and route only the SLA to legal.
   • DRoute the discount to legal and the SLA to the regional director, since both are non-standard elements.
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2. 12expert · hard

   A renewals specialist is processing a quote that includes a 12% discount, a custom payment term of 45 days, and a clause that adds a third-party product to the support coverage. The policy states that discounts above 10% require regional director approval, payment term changes require CFO approval, and any addition of third-party products requires legal review. The specialist has received approval from the regional director for the discount, but the CFO and legal have not yet responded. The customer is pressuring for a final quote. What should the specialist do?

   • AWait for the CFO and legal approvals before finalizing the quote, and keep the customer informed of the expected timeline.
   • BSend the quote to the customer with a note that the payment term and third-party clause are pending approval.
   • CFinalize the quote with the approved discount and include the payment term and third-party clause, since the regional director approved the overall quote.
   • DRemove the payment term and third-party clause from the quote to expedite the process, keeping only the approved discount.
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4. 13application · medium

   A renewals manager is reviewing a quote and notices that the customer has requested a 30-day extension to the renewal date, a 7% discount, and a change to the billing currency from USD to EUR. Which of these elements require exception processing?

   • AThe 30-day extension and the currency change, but not the 7% discount, because it is within the standard range.
   • BAll three elements: the extension, the discount, and the currency change.
   • COnly the currency change, because it affects the financial transaction.
   • DOnly the 30-day extension, because it changes the renewal timeline.
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5. 14application · medium

   A renewals specialist notices that a renewal quote contains a non-standard clause that grants the customer additional support hours at no charge. The specialist has never seen this clause before and is unsure which approval is required. What should the specialist do to process this exception correctly?

   • AConsult the exception policy to classify the clause, document it in the quote system, and route it to the appropriate approver.
   • BApprove the clause personally since the specialist identified it and can verify it is reasonable.
   • CAsk the customer to remove the clause from their renewal request since it is non-standard.
   • DRemove the clause from the quote and reissue it as a standard renewal to avoid the approval process.
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6. 15application · medium

   A renewals manager is finalizing a quote that includes an approved exception for a special discount. The manager needs to ensure the exception is properly recorded for future audits. What is the most important information to include in the exception record?

   • AThe original quote amount and the new quote amount, without any additional context.
   • BOnly the final discount percentage and the customer's name.
   • CThe exception type, the reason for the exception, the approver, and the date of approval.
   • DThe customer's email address and the sales representative's name.
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