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Module 7: Technical Support Services Portfolio
Overcoming Objections
I have an in-house technician that can handle all of my network
issues and needs.
Remark to your customer, ”You may have a knowledgeable staff
but do they have the capability to handle all remote locations?”
This is a good question to ask first, because most companies do
not have the bandwidth, much less the technical expertise. If the
customer does not have the staffing ability, then this is a great
opportunity to talk about the SMARTnet Onsite level of service.
Point out to your customer that the Cisco TAC is staffed with certified
engineers. For example, there are approximately 1,500 expert CCIEs
along with other certified personnel such as sales experts, associates
and professionals which are available 24x7x365. Your strategy is
to reiterate the best practices of Cisco to your customer and to
inform him that other companies really can’t match the team
of Cisco worldwide certified class engineers.
I do not have an onsite contract because it is more expensive.
Ask your customer what would happen if they experienced a critical-down
problem around 10 p.m. at night (after business hours) – or
on the weekend. Reiterate that with SMARTnet Onsite someone could
come in right away to install their equipment if necessary –
even after hours. Ask if they are comfortable assuming the risk
of having their network down over a weekend – or even for several
days – until they can get a resource to the location to help
them. This fact is particularly appealing to customers in remote
locations.
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