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Module 10: Cisco SMB Support Assistant
Overcoming Objections
“My products are covered under warranty. Why would I need Cisco SMB Support Assistant or any other program?”
There are many misconceptions about what warranties will and will not cover. In Module 2, we discussed why warranties may not provide the level of service the customer may require.
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Warranties only cover defects in hardware for a limited period of time. Services are renewable for the life of the product.
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Without a service contract, your customers can’t get support in setting up, maintaining, or resolving issues that may arise during the lifetime of the product without paying an incident fee. |
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Warranties do not provide access to the Cisco SMB Support Assistant portal or the client. |
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If a hardware issue should arise, the warranty provides for a replacement to be shipped within 10 business days after receipt of the damaged part. Cisco SMB Support Assistant provides next day shipping when possible. |
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Warranties do not provide technical support. |
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Ask your customer how long they can go if a hardware replacement is required. If the customer keeps spare parts in stock, what is the cost of storing equipment that’s not being used? |
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