Module 5: Software Support

Overcoming Objections

Objection:

Your customer does not see the value of purchasing a SAS or SASU service contract to support their network software applications. In the customer’s words, “I do not think we are going to need support from you on this application in the future.”

Response:

Ask your customers how they plan to support their software in the future:

		Do they have a support process in place?
		What will they do if the software fails — or has a negative impact on their network?
		Do they have access to a customer call center or IT group that can quickly resolve issues?
		What happens if the customer or their system network administrator needs technical assistance on nights or weekends?
		How will they receive support and/or escalate problems if needed?
		If they have purchased Voice software, mention how business critical it is and ask how they plan to obtain maximal availability if they stay on old releases, since improvements might become available in newer releases.

It is also important to mention updates to your customers:

		Do they anticipate wanting updates or enhancements if they are available to the software in the future?
		If they mention that they would like updates in the future, make sure they understand that the cost they will pay to purchase these updates will most likely be greater than the cost of a service contract.

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