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Fujifilm BI -FSMA (Full Service Maintenance Agreement )

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MCQ- Fuji Xerox Rental & FSMA

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📘 E-Learning Module

Title: FSMA (Full Service Maintenance Agreement – Click Charge) vs. TNM

Target Audience: Fuji Film Business Solutions Sales Team

🎯 Objective

  • Equip the Sales Team with a clear understanding of FSMA and TNM models.

  • Enable effective communication of value propositions to customers.

  • Strengthen negotiation skills by aligning customer needs with the right service model.

  • Drive higher conversion and retention through consultative selling.

📑 Course Outline

  1. Introduction: Why Service Models Matter in Sales

  2. FSMA (Click Charge Model) – Definition, Features, and Benefits

  3. TNM (Time & Material Model) – Definition, Features, and Benefits

  4. FSMA vs TNM – Comparison Table

  5. When to Propose FSMA vs TNM

  6. Customer Scenarios & Case Studies

  7. Sales Pitch Best Practices

  8. Knowledge Check – FAQ & MCQs

📂 Content

5.1 Short Theory / PPT (Key Points)

FSMA (Click Charge):

  • Customers pay per print/copy (click).

  • Includes consumables (toner, drum), preventive & corrective maintenance, spare parts.

  • Predictable cost structure, easy budgeting.

  • High customer satisfaction due to convenience.

TNM (Time & Material):

  • Customers pay only when service is required.

  • Billed for technician time + parts used.

  • Lower upfront cost, but unpredictable long-term expenses.

  • Preferred by cost-sensitive customers with low print volumes.

Comparison Table:


Aspect FSMA (Click Charge) TNM (Time & Material)
1
Billing Per click / copy Per visit + parts
2
Predictability High (budget-friendly) Low (unplanned expenses)
3
Coverage All-inclusive (parts, labor, toner) Limited to actual usage
4
Customer Segment Medium to high print volume Low print volume
5
Sales Advantage Long-term commitment, recurring rev. Quick, transactional sales


5.2 Learning Video (Suggested YouTube Links)


5.3 FAQ (English + Myanmar Dual Language)

Q1: What is FSMA in simple terms?

A1 (Eng): FSMA means customers pay a fixed “click charge” that covers toner, parts, and service.

A1 (MM): FSMA ဆိုသည်မှာ ဂရုစိုက်ထိန်းသိမ်းမှုအတွက် toner၊ ပစ္စည်းများနှင့် ဝန်ဆောင်မှု အားလုံး ပါဝင်ပြီး၊ စာတစ်စောင်/မိတ္တူတစ်စောင် အလိုက် ပေးချေသော စနစ် ဖြစ်သည်။

Q2: Why would a customer prefer TNM?

A2 (Eng): TNM is suitable for customers with low usage who don’t want long-term contracts.

A2 (MM): TNM သည် သုံးစွဲမှုနည်းပြီး သာမန်သုံးသူများ၊ သက်တမ်းရှည်စာချုပ် မလိုချင်သူများ အတွက် သင့်တင့်သည်။

Q3: Which model gives predictable costs?

A3 (Eng): FSMA provides predictable monthly costs.

A3 (MM): FSMA သည် လစဉ် သုံးစွဲမှုကုန်ကျစရိတ်ကို အလွယ်တကူ ခန့်မှန်းနိုင်စေသည်။

Q4: Does FSMA include consumables?

A4 (Eng): Yes, toner, parts, and service are included.

A4 (MM): ပါဝင်သည်၊ toner၊ ပစ္စည်းအပိုများနှင့် ဝန်ဆောင်မှု အားလုံးပါဝင်သည်။

Q5: When should we propose FSMA over TNM?

A5 (Eng): For medium/high-volume customers seeking convenience and cost certainty.

A5 (MM): အသုံးပြုမှု အလယ်အလတ်/အများဆုံးရှိပြီး အချိန်ကုန်သက်သာရေးနှင့် ကုန်ကျစရိတ် အတိအကျ လိုချင်သူများအတွက် FSMA သင့်တင့်သည်။
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1. 1. The primary financial benefit of a rental agreement is that it is classified as a(n):
a) Capital Expenditure (CapEx) b) Operational Expenditure (OpEx) c) Liability d) Asset on the balance sheet
2. 2. A key component of an FSMA that helps prevent breakdowns is:
a) Automatic toner ordering b) Proactive maintenance visits c) End-of-term buyout options d) Free paper supplies
3. 3. If a company exceeds its monthly included copy volume, it will likely be charged a:
a) Large cancellation fee b) Per-page "overage" or "click" charge c) New security deposit d) Fee for a new service contract
4. 4. The main advantage of having an FSMA is:
a) Getting the cheapest possible printer b) Predictable budgeting and eliminated repair costs c) Owning the equipment faster d) Avoiding all monthly payments
5. 5. At the end of a standard rental term, a customer can typically do all EXCEPT:
a) Throw the machine away b) Upgrade to a new model c) Return the machine d) Continue renting month-to-month
6. 6. The entity that retains legal ownership of the copier during a rental agreement is the:
a) Customer (Lessee) b) Leasing company or Fuji Xerox (Lessor) c) Government d) Service technician
7. 7. A Rental + FSMA model is most beneficial for a company that wants to:
a) Have a large asset on its books b) Manage its print environment with no variable costs c) Spend all its available capital immediately d) Learn how to repair copiers themselves
8. 8. What is typically NOT included in a standard Fuji Xerox FSMA?
a) Replacement toner cartridges b) Repair of a paper jam caused by a user error c) Travel and labor for a service call d) Replacement of a worn-out drum unit
9. 9. The guaranteed time in which a technician will respond to a service call is outlined in the:
a) Purchase order b) Service Level Agreement (SLA) c) Toner delivery invoice d) Employee handbook
10. 10. The process of automatically sending toner before it runs out is known as:
a) Predictive replenishment b) Overcharging c) CapEx management d) Forced obsolescence
11. 11. From a financial perspective, a primary reason a CFO might prefer a rental model is that it:
a) Increases the company's debt-to-equity ratio b) Requires a significant initial cash outlay c) Helps preserve cash flow and working capital d) Is always cheaper than buying over a 10-year period
12. 12. The "F" in FSMA stands for:
a) Free b) Full c) Flexible d) Fiscal
13. 13. If a user spills coffee into a rented copier covered by an FSMA, the repair will likely be:
a) Covered entirely by the FSMA b) Not covered and billed to the customer c) Covered after a small deductible is paid d) Covered only if the user has separate insurance
14. 14. The monthly rental payment is primarily based on the device's:
a) Weight and color b) Original purchase price and contract length c) Current market value d) Age in years
15. 15. A business should choose a rental plan with a higher monthly page allowance if:
a) They want a lower monthly payment b) Their print volume is consistently high c) They rarely print in color d) They want to own the device sooner
16. 16. The term "Fair Wear and Tear" at the end of a lease refers to:
a) Damage from accidental spills b) Expected deterioration from normal use c) Intentional misuse of the equipment d) The cost of mandatory maintenance
17. 17. A key operational benefit of the bundled solution is:
a) Needing to manage multiple vendors for service and supplies b) Having a single point of accountability for the entire print environment c) Receiving a discount on buying paper in bulk d) Training employees on advanced printer repair
18. 18. What is a major risk that the FSMA transfers FROM the customer TO Fuji Xerox?
a) The risk of paper jams b) The risk of printing confidential documents c) The financial risk of a major mechanical breakdown d) The risk of employee turnover
19. 19. When assessing which plan is right, a company must first:
a) Guess their future print volume b) Accurately audit their current print volume and needs c) Ask the technician for a discount d) Buy the most expensive machine available
20. 20. The ability to easily upgrade to new technology at the end of a term helps a business avoid:
a) Making any monthly payments b) Technological obsolescence c) Having to call for service d) Using any toner
21. Which of the following is a key feature of FSMA?
a) Pay-per-use for labor only b) Pay-per-print with consumables included c) Free maintenance with no charges d) One-time annual payment
22. TNM billing is based on:
a) Monthly fixed charge b) Per click c) Technician time & parts d) No billing at all 3. Which model offers be
23. tter budgeting certainty?
a) FSMA b) TNM c) Both equally d) None
24. Which model usually results in long-term customer relationships?
a) FSMA b) TNM c) None d) Both
25. Which model is best for low print volume offices?
a) FSMA b) TNM c) Both d) None
26. Sales advantage of FSMA is:
a) Short-term gains b) One-time payment only c) Recurring revenue d) No revenue
27. FSMA helps avoid:
a) Toner replacement b) Unpredictable service costs c) Click charges d) Technician visits
28. In TNM, customers pay for:
a) Per page only b) Time and material used c) Subscription fee d) Annual license
29. Which model provides higher customer convenience?
a) FSMA b) TNM c) Neither d) Both
30. Which model is riskier for customers in terms of unexpected breakdowns?
a) FSMA b) TNM c) Both d) None
31. FSMA is often sold to customers who:
a) Print less than 50 pages/month b) Have unpredictable usage c) Have high or stable print demand d) Don’t use printers at all
32. TNM is attractive because:
a) Customers avoid long contracts b) It covers toner and parts c) It guarantees uptime d) It provides unlimited prints
33. Which model provides recurring billing to the supplier?
a) FSMA b) TNM c) Both d) None
34. A customer with heavy print usage should be recommended:
a) FSMA b) TNM c) Both d) None
35. TNM service charges depend on:
a) Number of prints b) Time and spare parts c) Monthly subscription d) Annual volume commitment
36. Which of the following is NOT included in FSMA?
a) Toner b) Paper c) Spare parts d) Maintenance
37. FSMA ensures customer:
a) Predictable costs b) Free machines c) No technician visits d) No contracts
38. TNM customers face challenges with:
a) Flexible cost b) Budget predictability c) No upfront costs d) On-demand service
39. FSMA is beneficial for suppliers because:
a) It reduces revenue b) It creates recurring income c) It has no contracts d) It’s only for small customers
40. A cost-sensitive small shop with very few prints would prefer:
a) FSMA b) TNM c) Hybrid Model d) None