What kind of support will we receive after purchasing the services?

Underlying Concerns:

• The prospect may have experienced poor support with other software providers in the past and wants assurance that they won’t be left to handle issues on their own.
• They might worry about how their team will troubleshoot issues or get help with the software if problems arise.
• They’re likely looking for a dedicated point of contact and ongoing support, not just a one-time onboarding session.
• The prospect needs reassurance that you offer reliable, accessible, and ongoing support to help them maximize the value of the software.

How to Tackle the Objection:

1. Acknowledge their need for ongoing support: Show empathy, recognizing that effective support is crucial to getting the most out of any software.
2. Highlight comprehensive support options: Reassure them that you offer a range of support services, including live chat, phone, email, and dedicated account management.
3. Emphasize training and resources: Explain that you provide training sessions, online resources, and user guides to ensure their team feels confident using the software.
4. Mention proactive support: If available, let them know about regular check-ins, performance reviews, or update sessions to keep them informed and ensure the software continues to meet their needs.

Sample Script (Detailed and Simple Language):

Prospect: "What kind of support will we receive after purchasing the services?"

You: "That’s a great question, [Prospect’s Name]. We believe that support is just as important as the software itself, and we’re fully committed to helping you succeed after you start using our platform."

• "After purchasing, you’ll have access to 24/7 support through live chat, email, and phone. This means that anytime you have a question or run into an issue, our support team is here to help right away."

• "We also assign a dedicated account manager who’ll be your main point of contact. They’ll work closely with you, offering regular check-ins and performance reviews to make sure the software is delivering as expected. You’ll never feel like you’re on your own."

• "Additionally, we offer comprehensive training sessions, user guides, and an online knowledge base, so your team has all the resources they need to use the software effectively. Would you like more details on our support or a sample of the training resources we provide?"

Probing Questions to Engage the Prospect:

• "Are there specific types of support you’re looking for, like technical troubleshooting or ongoing training? We can tailor our approach to your needs."
• "How do you prefer to receive support—would a dedicated account manager or regular check-ins be helpful for you?"
• "Would it be helpful if I walked you through a few examples of how our support team typically assists clients after they start using the software?"

Call to Action:

Offer to provide more details on support services and training resources, or arrange a call with a support team representative to discuss how they’ll be assisted after purchasing.

Example:
"Let’s go over our support structure in more detail. I’ll walk you through the types of support, training options, and the role of your dedicated account manager, so you’ll have a complete understanding of the assistance you’ll receive. Does that sound good?"

Key Points to Emphasize:

1. 24/7 Support Availability: Highlight that your team provides round-the-clock support via multiple channels (live chat, phone, email) to ensure assistance is always available.

2. Dedicated Account Management: Emphasize that you’ll assign a dedicated account manager to be their main point of contact, providing personalized attention and proactive check-ins.

3. Comprehensive Training and Resources: Reassure them that you offer training sessions, user guides, and access to an online knowledge base to ensure their team is confident and comfortable with the software.

4. Proactive Support and Follow-ups: If applicable, mention regular check-ins, performance reviews, and update sessions to keep their team informed and ensure they’re maximizing the software’s benefits.