Module 10: Cisco SMB Support Assistant

Overcoming Objections

“Our network is simple and our IT team has been able to handle all the issues that have come up so far without assistance.”

This is another common objection among SMB customers.

Understand that if a customer is purchasing Cisco equipment from you, chances are that their network isn’t simple. Having a well-trained staff may not be sufficient. In many SMB companies, there may be just a few people who are capable of supporting the network. The company is dependent on them in the event of a network issue.

Ask questions to help the customer understand their dependency on their IT staff’s availability.

		How many people are on the team that support the network?
		What happens when a team member is on vacation or is out of work for an extended period of time?
		Is there someone at every Field office who can handle local networking issues?
		Is the network this group’s main responsibility or do they have other responsibilities?
		How important are networking issues in relation to these other responsibilities?

Use these questions to help your customer understand their vulnerability when their “network experts” are unavailable. Although these experts may know a lot of things, with technology changing at such a fast pace, it’s impossible to know everything. What will your customer do when even the experts are stumped?

You can position Cisco SMB Support Assistant as a tool to support you when your experts are unavailable or need additional assistance themselves to resolve a network issue.

Remember:

		Cisco SMB Support Assistant provides tools in easy-to-understand language that non-experts can understand. That means that anyone at the company can perform common maintenance or troubleshooting tasks on the network.
		It provides access to technical experts who will respond within one business day.
		Because SMB customers’ IT departments often wear many hats, they are often reactive rather than proactive. Having you as a partner with the support of Cisco engineers behind you allows you to support them with a fully outsourced solution, which adds value, increases customer satisfaction, and improves loyalty.
		The internet is constantly evolving. Because Cisco’s business is networking, we may have answers or solutions your customer’s IT department may not have considered. The Cisco SMB Support Assistant translates our knowledge into terms anyone can understand and use.

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