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Tutorial Title
 
1 Cisco Service Expert Program Curriculum Overview
2 The Importance of Service
3 Cisco.com Online Tools and Resources
4 Technical Assistance
5 Software Support
6 Hardware Replacement
7 Technical Support Service Portfolio
8 Partner Technical Support Services
9 The Value Selling Approach
10 Cisco SMB Support Assistant
Introduction
Overview
Supported Products
Program Components
Decision Process
Overcoming Objections
Interactive Exercise
Review
Summary
11 Sales Tools and Processes
  12 Business Tools and Processess
  13 Next Steps
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Module 10: Cisco SMB Support Assistant

Interactive Exercise

Jim welcomes you as you arrive, and you begin to flesh out the details of the purchase. As you steer the conversation toward service, you see a look of concern cross his face.

Jim turns to you and says “Hey. Not the service conversation again. I know it’s your job and all, but SMARTnet is just too expensive for us. We’re talking about wireless routers here, not multi-million dollar systems. Besides, David’s our network guy. He’s handled everything for us so far.”

How do you respond?

How does David support the network now — and what happens when he’s on vacation or otherwise not available?
     
  It’s not the cost of the products that are important, per se, but what they allow you and your company to do. If something happens to the network, what would you do?
     
  All of the products you’re purchasing are covered under the Cisco SMB Support Assistant Program. I’d like to tell you more about how this new program can save you money.

 

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