© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 1 INSTRUCTION SLIDE: DELETE BEFORE PRESENTING Provide training for starting the sales conversation when selling HP Care Pack Services and HP Contractual Services for printers and scanners. Includes objection handling and decision trees to help recommend the right service levels to customers. Target audience: HP sales force and authorized partner sales force. How to use this presentation

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Selling HP Care Pack Services and HP Contractual Services HP Essential Print Services HP Internal and Authorized Partners Only Speaker’s Name / Month day, Year

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3 Selling HP Care Pack Services or HP Contractual Services benefits you What’s in it for you? You can increase your sales Attaching an HP Care Pack or HP Contractual service at the point of sale can significantly increase your orders helping you achieve your quota targets You can show customers you understand their needs & become the trusted advisor 60% of customers who buy hardware also buy services* 51% of customers not offered services would consider purchasing if value is demonstrated* You can increase customer retention, maintain account control, and benefit from repeat business 85% of accounts would repeat buy if they purchased HP Care Pack Services** * Source: Gartner ** Source: IDC Industry-wide study Unit s Sell price Orders Printer s 100$800$80,000 Servic e 100$200$20,000 Total$100,000 25% Increas e --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4 What’s in it for your customer? Give customers peace of mind Trust the experts with your printers and scanners Get consistent, reliable support, including:  Expert certified technicians  Original HP parts  Global support with a broad range of services Avoid unbudgeted repair costs One upfront fee or flexible payment options No deductibles No hidden fees Unlimited service interventions Minimize downtime to help increase productivity Fix problems quickly Reduce system downtime Get printers and scanners back online so you can get back to business Protect investmentsStabilize costsIncrease productivity Peace of mind --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5 Start simple and listen for opportunities Starting the conversation can be easy Start with 3 simple questions 1.Tell me about the devices in your print environment. 2.If a printer or scanner isn’t working, walk me through what you do to get it back up and running. 3.Tell me about the age of your printers and scanners and your plans for updating. Listen for these pain points  Downtime interrupts productivity – work is interrupted or delayed  Unpredictable, unmanaged service costs  Limited IT staff or printer management resources  IT resources need to focus on business critical projects  Help desk receiving too many print related calls --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6 HP Care Pack Services and HP Contractual Services help relieve customer pain points Highlight the benefits We can provide service that will get your printer or scanner up and running fast so you can maintain productivity, and all you have to do is call us! You get consistent, reliable global support from expert certified technicians using Original HP parts so your IT staff can focus on more important business. You get predictable support costs so you have more control over your IT budget. --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 But… The right HP print service can save your customers money Common objection – cost An unbudgeted out of warranty, per incident hardware repair could be up to 2 or 3 times the cost of a 3-year HP Care Pack Service or HP Contractual Service. HP print services include unlimited technical phone support for comprehensive troubleshooting, diagnostics and fast resolution of issues while each call for technical phone support outside of warranty will be an extra cost or may not even be supported.* HP has a variety of offers to meet different budget needs that provide well defined, predictable maintenance and repair costs with no surprises. --HP Internal and Authorized Partners Only-- * The cost of an out-of-warranty technical phone support call can vary by country and may be not be supported in some countries.

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8 But… The right HP print service can extend and enhance coverage Common objection – standard warranty is sufficient HP printers and scanners come with a standard limited warranty which might not be enough coverage to meet business needs when an exchange or repair is required. HP imaging and printing devices are known for high quality and reliability, but with moving parts similar to a car engine, they can still have issues that require expensive repair or replacement. The standard warranty is typically one year. HP print services can extend coverage to maximize uptime in the second year and beyond while still avoiding unbudgeted, out- of-warranty repairs. --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 But… The right HP print service can enable customers to focus on their business Common objection – self maintenance Maintenance calls and paper jams take resources that reduce the time staff spends focused on core business. HP print services can help insure against productivity impacts of downtime on operations and staff and help avoid lost revenue. Increased features and functionality in printers and scanners can mean additional complexities that can be time consuming to repair when they aren’t working properly. --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10 But… The right HP print service insures against the unexpected Common objection – HP printers are reliable It’s true! HP printers, MFPs and scanners are developed and rigorously tested to provide superior quality and reliability, and we invest in key areas to drive continuous improvement. However, even HP printers, MFPs, and scanners experience issues. Complex errors or failures can be disruptive to business and expensive to fix when outside of warranty. HP print services can help make sure customers get back up and running fast with reliable, consistent support at a fixed cost for which customers can easily plan and budget. --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11 But… The right HP print service can meet customers needs better and faster Common objection – buy extra hardware as back up HP print services provide unlimited support for any hardware issue including help with complex questions about wireless printing, memory card usage, workflow capabilities, etc. Buying extra printers or scanners means additional space is required to hold the inventory and results in a larger environmental footprint. HP print services can help minimize the cost and disruption of transitioning to new replacement hardware and do so quickly with next business day and same day response time options.* --HP Internal and Authorized Partners Only-- * Service levels and response times may vary depending on geographic location. For details, visit

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 12 But… The right HP print service has multiple benefits – help them compare! Common objection – other extended warranties Varying lengths of coverage, unlimited remote troubleshooting and diagnosis, fast response times, consistent global support, and continued coverage after a repair or replacement. Backed by the #1 business printer brand.* Use only Original HP parts to help optimize performance as well as print and scan quality. Use only certified technicians who are experts on HP devices and able to perform maintenance and repair on HP’s advanced printer technology. With a complete services portfolio, HP makes it easy for customers to get the service capabilities they need – even if those needs change over time. * Business printer: Product = Laser, Segment = All segments minus “Consumer.” Source: IDC WW Hardcopy Peripheral Tracker 2014 Q2 Release. --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13 For workgroup and department class devices Recommend the right service to meet customer needs No Next Business Day* Onsite Service with Defective Media Retention What is your downtime tolerance? Do you want an HP certified technician onsite when needed to provide expert support with minimal interruptions to business? Next Business Day* Onsite Service Do you need committed repair times? Same Business Day* Onsite Service with Defective Media Retention Same Business Day* Onsite Service Next Business Day* Call-to-Repair Service with Defective Media Retention 2nd Business Day* Call-to-Repair Service with Defective Media Retention Are your devices mission critical for one or more users? Do your devices have embedded storage media where sensitive data can be stored? How quickly do you need a technician onsite to start repairs? Do your devices have embedded storage media where sensitive data can be stored? How quickly do you need your device back up & running? Yes No Yes Next Busines s Day 2 nd Busines s Day Yes No Same Busines s Day Next Busines s Day No Yes Downtime is not an option Fast response time needed --HP Internal and Authorized Partners Only-- * Service levels and response times may vary depending on geographic location. For details, visit

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14 For small work team & workgroup devices Recommend the right service to meet customer needs Next Business Day* Onsite Service with Defective Media Retention What is your downtime tolerance? Do you want an HP certified technician onsite to repair the device when needed or do you want it exchanged? Next Business Day* Exchange Service Next Business Day* Onsite Exchange Service Next Business Day* Onsite Service Do your devices have embedded storage media where sensitive data can be stored? Do you need the convenience & expertise of an HP certified technician to do the exchange for you? Repairs to begin by the next business day Exchange done by the next business day Exchange On site repair Yes No Yes --HP Internal and Authorized Partners Only-- * Service levels and response times may vary depending on geographic location. For details, visit

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15 For personal class devices Recommend the right service to meet customer needs Next Business Day* Exchange Service What is your downtime tolerance? Do you need to retain your original hardware? Return to Depot Service Advanced /Standard Exchange Service No more than 1 business day 3-7 business days is fine Yes No --HP Internal and Authorized Partners Only-- * Service levels and response times may vary depending on geographic location. For details, visit

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16 For value-added Care Pack Services Recommend the right service to meet customer needs HP Installation Service with Network Setup Do you have plans to purchase new devices soon? Do you need the expertise of an HP certified technician to do the installation and setup for you to ensure it’s done properly? Do you want an HP certified technician to seamlessly integrate new devices while your IT staff stays focused on more important business? HP Maintenance Kit Replacement Service Would you like to get the most life out of your hardware and maintain optimal print/scan quality? Do you want the expertise and convenience of an HP certified technician to replace maintenance kit components for you when needed so you can be sure it is done right? Do you want an HP certified technician onsite to replace maintenance kits so your IT staff can focus on more important business? Yes --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 17 Q: When can an HP Care Pack Service be purchased? A: We recommend that most HP Care Pack Services be purchased with the hardware purchase or up to 90 days following the hardware purchase. Q: When does the HP Care Pack support take effect? A: The service start date is the same as the hardware warranty start date, except Post Warranty (see more information below). It goes into effect upon purchase and registration of the hardware and runs concurrent with the standard product warranty for two, three, four or five years depending on the terms of the HP Care Pack Service. Q: How quickly will I be connected to a technician for remote problem diagnosis and support? A: The designated phone number is dedicated only for customers with HP services. A voice activated menu will quickly connect you with a highly trained technician. Q: How do Post Warranty Care Pack Services work? A: Post Warranty Care Pack Services are typically available in 1 and 2 year increments. We recommend that they be purchased within the last 90 days of existing coverage or up to 30 days after the expiration of the standard HP warranty or previously purchased upfront HP Care Pack Service. Coverage begins on the date of purchase of the Post Warranty service. The unit must be in good operating condition and may be inspected. Q: Can I extend coverage beyond the initial period? A: Yes, coverage can be extended typically up to a total coverage period of 5 years, including the first year, depending on the hardware service life. Q: What happens if my printer or scanner breaks a second time while under the plan? A: HP provides coverage for full length of term, including multiple service events. There is no limit to the number of support calls. Q: When would I purchase an HP Contractual Service instead of an HP Care Pack Service? A: HP Care Pack Services provide various service levels in pre-configured service packages with an upfront, fixed cost. HP Contractual Services provide an option to customize services and add flexibility including flexible payment terms, co-terminus renewal, and the ability to easily add or delete services. You can choose the option that works best for you! FAQs Increase your product knowledge and sell with confidence! --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 18 Simplify and maximize with HP No matter what business your customer is in, HP Essential Print Services can help: Minimize downtime to increase productivity Protect imaging and printing investments Stabilize support costs For additional information and tools, visit pergate k_printing.asp Take advantage of unmatched technology products, services and solutions --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you Contact information

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Additional Questions --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 21 Look for opportunities to start the conversation When talking about PCs “What is your print environment?” When presenting a PC or print roadmap “How do you manage services for your printers?” When talking about the customer’s PC refresh cycles “What is your refresh cycle for your printers?” “How do you manage services for in warranty and out of warranty printers?” --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 22 Probe for more information Probing questions What’s working well in your print environment today? What would you like to see improved? How do you budget for the cost of managing your fleet? When developing your budget, what data are you using for cost projections? How does an employee request a new printer, MFP, or scanner? −Who approves the request? −What is the decision-making process for approval? −Who owns the budget? What is the process for getting a device repaired? −Who owns the budget? −Who performs the repair? −What is the SLA? What are your expectations for resolution of device service issues? How are your devices and issue reporting and resolution tied to your help desk? What strategic printer initiatives have you planned for this year? --HP Internal and Authorized Partners Only--

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 23 Ask qualifying questions Criticality of the print hardware How important are these printers, MFPs, or scanners and their functions to your business? What happens if your printers, MFPs, or scanners aren’t working? How long can you afford to have any of this equipment unavailable for productive use? Have you ever thought of creating a experimental test by unplugging a printer to see the response? What are the consequences of downtime on performance and business results? What sort of troubleshooting or recovery process exists? How long are you intending to keep your printers, MFPs, or scanners? Simplicity of management How important is a single point of contact? How would installation and network set up or maintenance kit replacement services free up your staff for more important responsibilities? --HP Internal and Authorized Partners Only--