Module 4: Technical Assistance

Overcoming Objections

In this section you are going to review some common objections that customers may raise when you are speaking with them about the value of technical assistance provided through the Cisco TAC. You should note that customer objections are always good opportunities to receive feedback from the customer and create a sense of trust with them. Furthermore, objections are always great opportunities to unveil other service solutions for the customer.

Objection

Your customer tells you that they do not see the value of technical assistance.

Response

A good way to handle this objection is to begin by asking your customer a series of questions related to how they would resolve realistic, example issues that they could experience involving their network. For example:

		How would you handle a situation when your network is down?
		How would you address any issues or problems that could arise with a piece of Cisco equipment?
		Do you have a resource available internally who can help you if your network goes down?
		How do they determine the prioritization of their issues?
		On average how much time does it take to find a solution to a technical issue?

Emphasize to your customers that time is money. Every hour their network is down impacts potential revenue that they could be receiving from their customers. Also emphasize that if any issue they experience becomes so critical that they need to call the Cisco TAC anyway, they will need to pay time and materials charges, per incident, to resolve the issue.

Conclude by adding up all of these potential costs and risks - and compare them to the annul flat fee they would pay for technical assistance. Chances are, the cost and peace-of-mind they would receive with a service solution that provides them with technical assistance will be much lower than these other costs.

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