What techniques can you use to overcome customer objections about product support and maintenance costs?

To address customer objections about product support and maintenance costs, emphasize the value gained from reliable support, such as extended product lifespan, reduced downtime, and enhanced performance. Offer transparent pricing models, flexible payment options, and proactive maintenance plans to mitigate concerns and build trust in the long-term benefits of investing in support services.

Ich vergleiche Wartung gerne mit einer Versicherung. Im Regelfall braucht man die Versicherung nicht. Tritt aber ein Schadensfall ein, ist man für die Leistungen dankbar. Ein Wartungsvertrag beinhaltet bei uns Updateservice und Support im Fehlerfall. Damit erh?lt der Kunde immer die aktuellste Software-Version inkl. neuer Features. Im Fehlerfall stehen wir sofort per Telefon oder Email zur Verfügung. Wenn notwendig und der Kunde zustimmt, schalten wir uns über Fernwartung auf das Kundensystem. So k?nnen wir wirkungsvoll und schnell sofort helfen.

Before addressing objections, it's crucial to fully understand the customer's concerns. Ask probing questions to uncover the root cause of their objections. This could be due to budget constraints, previous bad experiences, or a lack of understanding of the value provided. Explain how support and maintenance contribute to the overall performance and longevity of the IT product. Emphasise how these services can prevent costly downtime, improve system reliability, and ensure the product remains up-to-date against evolving threats and technologies.

It is great to highlight the immense value these plans bring. For example, I illustrate how they minimize downtime, boosting productivity, streamline issue resolution, fortify security, and ensure compliance. Additionally, I emphasize access to continuous updates and feature enhancements, prolonging product lifespan while optimizing performance. By showcasing these advantages, I demonstrate to customers how these plans align with their objectives and effectively address their challenges. This approach shifts the conversation from cost-centric to value-centric, facilitating a deeper understanding and greater appreciation for the investment.

In a practical scenario, always put everything in context when talking about pricing. For instance, don't say, "For $XXX, we offer support to you and your team for the entire year". Instead say, "We offer support to you and your team throughout the year for $XXX". Give the value first, then the cost associated with it. When you talk about the pricing ahead of the value, it gets your potential customer's defences up. That's where the objections begin in the first place.

Share success stories and testimonials from other customers who have benefited from your support and maintenance services. Real-world examples can help potential customers see the practical benefits and return on investment.

A importancia dos planos de suporte e manuten??o do produto, é crucial demonstrar os possíveis impactos negativos de n?o tê-los. Perguntas e histórias que ilustram os custos e problemas associados a falhas no produto podem ajudar os clientes a entender a necessidade desses planos para garantir a continuidade e eficiência de seus negócios. Essa abordagem pode criar um senso de urgência e destacar o valor dos planos de suporte e manuten??o.

?????Acknowledge common concerns about support and maintenance costs, such as budget constraints or uncertainty about the value received. ????? ???????Address these pain points by providing assurances, guarantees, and transparent explanations of the benefits and costs involved. ???????

In sales, I am personally a very big fan of social proofing throughout the process. Salespeople nowadays think that social proofing is only important till you get your customer on the first discovery call or meeting. The fact is that you need to keep giving social proof to all your prospective as well as existing customers in the form of case studies, stories, and testimonials. Why? Because people believe in stories more than they believe in just numbers or bullet points. Also, what this does is shows them the future that if they don't opt for the additional support, they will not have a success story like the other customers in the stories mentioned. What person would want that for their business, right?

If cost is the primary barrier, discuss flexible payment options, discounts for longer commitments, or bundling with other products or services. Reassure the customer with service level agreements (SLAs) that guarantee a certain level of performance, response time, and resolution time. A strong SLA can provide peace of mind and justify the cost.

?????? Offer flexible pricing options and customizable service packages to meet the diverse needs and preferences of customers. ?????? ??????Provide incentives such as discounts, extended warranties, or value-added services to incentivize customers to invest in support and maintenance plans. ??????

Simple fundamental: Making buying easy Every now and then businesses make buying so difficult for customers that they put them in a position where they started to object to everything going on in the sales process. To make buying easier, always make sure you have not more than 3 tiers of support packages available for customers depending on their needs and budget. You can always approach it in a way where, "Prospect, if you think that you want to go for basic support for now and see how it works for you - that is totally fine. If you see a need to upgrade later on, please do let us know" This helps build trust with the customer in the long run.

Don't talk at an objection. It doesn't work Objections mainly happen when you haven't asked enough questions about the prospect and probed enough into their world. You overcome any objection by finding out what is going on in the mind of the buyer. I recommend the LAIR model Listen - Let them finish what they are thinking Acknowledge - Thank them for sharing what they do Identify - Spot the issue they have (budget, think about it) Respond - Ask a question in reply. So let's say someone is unsure about a maintenance contract. Thanks for sharing your thoughts Sally. It looks like we haven't shared enough of the value that this can offer. What information could I provide that that would give you the assurance you need to move forward?

Overcoming objections is not about persuasion; it's about understanding. Utilize the LAIR model: Listen, Acknowledge, Identify, Respond. By diving deep into the customer's concerns, you not only address objections but also build trust and rapport, leading to a smoother path to purchase.

?????? Anticipate common objections and address them proactively during the sales process. ?????? ??????Listen attentively to customer concerns and respond with confidence, providing clear, honest answers and demonstrating the value proposition of support and maintenance services. ??????

-Customize Plans: Offer tailored support options to match customer needs. -Show ROI: Illustrate how support saves money in the long run. -Compare Costs: Contrast support expenses with potential future repairs. -Transparent Pricing: Clearly outline what customers get for their investment. -Bundle Services: Offer packages that add value and convenience. -Share Success Stories: Use testimonials to showcase the benefits of support. -Address Concerns: Listen attentively and provide clear, honest answers. -Flexible Payments: Provide payment options to ease financial concerns. -Prioritize Service: Assure customers of reliable assistance when needed.

Illustrate what could happen without proper support and maintenance. Highlight risks such as security breaches, system failures, or compliance issues. Quantifying the potential costs of these events can make the cost of support seem more reasonable.

A few things that I'd like to add: 1. Don't complicate the offering of your support packages. It is extremely important to maintain transparency throughout your sale especially when you are selling additional services. 2. Never think that a customer is trying to dodge an upsell because they don't see the value. There could be a situation where they are not sure if the need it. So, be their consultant and explain the benefits.