Module 3: Cisco.com Online Tools and Resources

Overcoming Objections

Objection

Your customer feels that a service contract that provides them with registered access to Cisco.com online tools and resources is too expensive.

Response

Emphasize to your customer that the cost they pay for a service contract that provides them with access to Cisco.com online tools and resources is an annual, flat fee. Ask your customer how they plan to resolve issues such as:

		Configuration issues with your hardware devices
		Software installation and update procedures
		Hardware troubleshooting

Would they plan on calling the Cisco Technical Assistance Center (TAC)?

Would they have a resource available internally within their company to address these issues for them?

Emphasize that if your customer decides to call the Cisco TAC with a priority 3 or priority 4 issue similar to the examples listed above, they will be charged a minimum fee of $210 per hour - with a minimum charge of four hours.

Help your customer do the math. Assume they call the Cisco TAC five times each year. Multiply that number by the fee mentioned above. Compare that number to the cost of an annual service contract.

Explain that in many cases, these fees can add up to a total that is GREATER than the annual flat fee that a customer would pay for a service program that provides them with access to Cisco.com online tools and resources.

If your customer mentions that they have an internal person to resolve examples like the ones listed on the previous page, ask the following questions:

		How will this individual obtain the most current, up-to-date information on all technologies that they support without access to the Technical Support / Cisco TAC website?
		Will this individual need to spend time and money to purchase books or consult with other resources to obtain up- to-date information?
		If this individual does not know how to resolve these issues, will he or she end up calling Cisco TAC to resolve it? (Which will result in paying a per-incident, time and materials charge mentioned above.)
		What will you do if that person should decide to leave your company and go work for a competitor?
		How much money have you set aside for training? Can you afford to have your internal resource away from the office for any extended period of time if necessary?

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