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Module 7: Technical Support Services Portfolio
Overcoming Objections
In addition to the items discussed on the previous pages, there
may be additional objections that you encounter from your customers
regarding SMARTnet and SMARTnet Onsite. The next two pages list
some more common objections that you may hear from customers. Each
objection is followed by a recommended response that you can use
to overcome each objection.
I don’t want to discuss renewing my contract right now –
my existing contract is still good until the end of the month.
Let your customer know that because their expiration date is coming
up soon, it would be a good idea to address the issue in a timely
manner. Inform him/her of the value of SMARTnet and the negative
consequences if the contract expires and their equipment is left
uncovered. Remind them that their contract must remain active in
order to receive any entitlements.
After covering this information, ask your customer when a good
time is to discuss this in the next few weeks, and schedule an appointment
while you are in the customer’s office.
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