4.6 Identify Upsell and Cross-Sell Opportunities Through Renewals Motion That Can Deliver Higher Value Outcomes for the Customer and Incremental ARR for the Vendor (CX Portfolio - Solution Support, Success Tracks, PLS-S) 700-805 Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   During which phase of the renewals process is an upsell or cross-sell opportunity most naturally identified?

   • ADuring the customer's contract negotiation for a new unrelated product
   • BDuring the post-renewal invoice generation and payment collection
   • CDuring the customer's annual budget planning cycle, independent of the renewal date
   • DDuring the pre-renewal engagement and contract review
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   A customer's renewal is approaching. They have a stable environment and rarely open support cases, but their leadership team has a strategic initiative to adopt new collaboration tools and wants to ensure their team is trained and ready. The customer sees support as a commodity and is price-sensitive. Which approach would best create value and justify an upsell?

   • APropose a Success Track focused on adoption and change management for the new collaboration tools
   • BPosition a higher-tier Solution Support with faster response times
   • CRecommend PLS-S for all their software to ensure full coverage
   • DOffer a discount on the renewal to maintain the relationship
   Reveal Solution Discussion Select an answer first
4. 3expert · hard

   A Renewals Manager is forecasting ARR for the next quarter. They have a customer with a $100,000 Solution Support contract up for renewal. The customer has indicated they will renew, but they are also evaluating a proposal for a $40,000 Success Track. The Renewals Manager believes there is a 70% chance the customer will accept the Success Track. What is the expected incremental ARR from this upsell?

   • A$40,000
   • B$140,000
   • C$70,000
   • D$28,000
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   What is the main focus of Cisco Success Tracks?

   • AHelping customers achieve specific business outcomes through adoption and optimization
   • BOffering discounted hardware upgrades
   • CProviding reactive break-fix support for hardware failures
   • DManaging the customer's entire IT infrastructure
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A Renewals Manager is preparing for a customer's renewal. The customer has a history of only purchasing the minimum required support. During a pre-renewal call, the customer mentions they are struggling to meet a regulatory compliance deadline and are worried about a potential audit. Which renewals motion action is most likely to uncover an upsell opportunity?

   • AOffering a discount on the renewal to ensure they sign quickly
   • BFocusing the conversation on the technical features of their current products
   • CAsking detailed questions about the compliance requirements and their current readiness
   • DPresenting a standard renewal quote with no changes
   Reveal Solution Discussion Select an answer first