Module 3: Cisco.com Online Tools and Resources

Overcoming Objections

When discussing Cisco.com online tools and resources with your customers, it is natural for them to have objections. In this section, you are going to review some common objections that customers have raised in the past. Each objection has a corresponding response that you can use to address your customers’ concerns.

Objection

Your customer does not see the value of the online resources of Cisco.com.

Response

Begin by asking your customer a series of questions that focus on:

		The types of information they usually need about Cisco products.
		How they currently access the information.
		How much time they spend looking for this information.

One conclusion that you can try to help your customers draw is that they will save time and money by using Cisco.com online tools and resources to quickly access a variety of information on Cisco products and equipment. It may be helpful to sit down with your customers and, together, visit sections within the Cisco.com technical support section, such as the Hardware Support, Software Support, and Technology Support pages. Remind your customers that the information available in the Technical Support module of the Cisco.com website is the same information that is used by Cisco TAC engineers to resolve cases.

Provide your customers with examples or scenarios of how they could use the resources available via Cisco.com to address or resolve their issues. For example:

		Customers can use the Software Advisor to address software selection problems. Using this tool, customers are able to select the Cisco IOS Software or Cat OS software that they need to support their hardware and desired features.
		Customers can use the TAC Case Collection/Just Solve It tool to interactively identify and troubleshoot common problems involving hardware, configuration, and performance issues. The solutions within this tool, provided directly by Cisco TAC engineers, have resolved actual networking problems.
		Customers can use the Output Interpreter to analyze output from show commands, as well as decipher error messages and come up with an appropriate solution to correct problems or issues.

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