| You arrive for a meeting with Alberto Cerdas,
the IT Director of the PDVA Company. In the past, Alberto has
been very reluctant to purchase a technical support service
contract from you. However, your point of contact at Cisco has
made you aware of the fact that Alberto’s company called
into the Cisco TAC eight times last year on a case-by-case basis
– without a service contract.
Your goal with Alberto today is to convince him that a technical
support service contract that includes technical assistance
as a key component is a good solution for him.
After you exchange pleasantries, you begin to provide Alberto
with an overview of the key service components that are offered
within many Cisco service programs.
As you begin talking about the value of technical assistance
provided by the Cisco TAC, Alberto politely interrupts you
and says:
“I have two internal engineers who resolve all of our
issues related to network downtime. While I appreciate the
value of Cisco TAC, and because I have my own internal experts,
I just don’t think that PDVA would ever use Cisco TAC.
“
How should you respond?
|
