As with selling any new product or service, your customers may not realize the extra benefits it can bring. The research firm Forrester estimates that for every $1 organizations invest in services, they get $2.92 in value in return and can have a dramatic effect on your client’s infrastructure.
To help you in the selling process, we’ve collected the top five most common objections companies give to signing a services agreement, and how you can answer them.
1. “The hardware replacement option doesn’t look like something I need.” The advance hardware replacement option provides fast delivery of replacement parts along with additional support to install it. If customers are reluctant, remind them how critical Cisco’s equipment is to the network. Also, ask if they have an onsite engineer that can handle these tasks 24 hours a day. The hardware replacement option is a key component to maintaining your client’s infrastructure.
2. “I have service coverage for my core network, but it's too expensive for my branch locations.” To properly secure networks, coverage is needed everywhere. If your customers cover only part of their networks, they run a high risk of system vulnerabilities and integration incompatibilities. Lack of technical service coverage for all parts of the network infrastructure can leave areas running on inferior versions of software as well.
3. “I don’t think that upgrading the operating system software is necessary.” Since the operating software’s original version, Cisco has updated it more than 900 times with different features and security patches. Keeping the software current adds functionality and increases performance without the need to purchase new hardware.
4. “I have in-house technicians that can handle my network issues.” Your customers may have people that can repair network issues, but they likely lack the expertise of Cisco-trained technicians who are equipped to handle any problems that emerge. With Cisco Services, your customers can dedicate their in-house technicians to other projects more important to the company’s bottom line. Also emphasize that they will have the support and knowledge of Cisco experts to help identify and resolve problems quickly. This speed makes all the difference when dealing with issues that might be outside the scope of in-house techs’ experience.
5. “I do not see the value or benefit of supporting or paying extra for software applications support.” Tell your customers that the value of applications can diminish if they are not kept up to date. Re-emphasize the speed of software evolution; something that is cutting-edge today can be obsolete within months. Also ask your customers if they have in-house technical support 24 hours a day, 365 days a year. Finally, point out that if customers would like to upgrade their applications in the future but do not have valid application software coverage, the cost of purchasing these upgrades can be far greater than the cost of renewing a service contract. Moreover, future network additions may not be compatible with current applications, which can result in unexpected additional costs.