Industry
IT Services
IT Services
Objection Handling

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

Underlying Concerns:

  • The prospect may have had negative experiences with providers who offered minimal support post-purchase, making them cautious about relying on a new partner.
  • They want to know that they’ll have access to timely assistance and that issues will be resolved without long delays.
  • The prospect likely values a dedicated point of contact or account manager for streamlined communication and continuity in service.
  • They need reassurance that your team will be available and responsive, with a proactive approach to identifying and solving potential issues.

How to Tackle the Objection:

  1. Acknowledge the importance of support: Show empathy, recognizing that reliable support is critical to ensuring a positive experience with your services.
  2. Highlight comprehensive support options: Emphasize the range of support services you offer, including 24/7 technical support, dedicated account management, and proactive monitoring to catch issues early.
  3. Describe your proactive support approach: Explain how your team uses proactive monitoring and regular check-ins to prevent issues before they affect operations.
  4. Offer a customized support plan: If possible, suggest tailoring a support plan based on their unique needs, showing flexibility and commitment to their success.

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 initial service, and we’re committed to ensuring you’re fully covered after you come on board."

  • "Our support includes 24/7 technical assistance through phone, email, and live chat. So whenever an issue arises, you’ll have direct access to our support team at any time, day or night."

  • "You’ll also have a dedicated account manager who acts as your main point of contact. They’ll be there to understand your business deeply, oversee any service adjustments, and coordinate support to make sure everything runs smoothly."

  • "Beyond reactive support, we use proactive monitoring tools to identify and address potential issues before they impact your operations. We also offer regular performance reviews and quarterly check-ins to ensure you’re getting the best results from our services."

  • "Would it be helpful if I sent over a detailed overview of our support structure, or we could even design a customized support plan that aligns with your team’s specific needs?"


Probing Questions to Engage the Prospect:

  • "Are there specific types of support you’ve needed in the past? We can ensure those needs are prioritized in our support plan."
  • "Would having a dedicated account manager who knows your business be valuable to your team?"
  • "Do you find proactive monitoring and regular check-ins useful for your business? We can make sure you receive those as part of your ongoing support."

Call to Action:

Offer to share a detailed overview of your support structure or suggest creating a customized support plan to address their specific needs, showing flexibility and a commitment to tailored service.

Example:
"Let’s go over a support overview together, so you can see exactly how we’ll be there to assist you. I’d be happy to discuss a customized support plan if you have specific needs in mind. Does that sound good?"


Key Points to Emphasize:

  1. 24/7 Support Availability: Reassure them that your support team is available 24/7 through multiple channels, ensuring they have timely assistance whenever needed.

  2. Dedicated Account Management: Emphasize that they’ll have a dedicated account manager who understands their business, provides continuity, and coordinates support as needed.

  3. Proactive Monitoring and Regular Check-Ins: Highlight your proactive approach to support, including monitoring tools to catch potential issues early and regular check-ins to keep everything optimized.

  4. Flexible Support Plans: Offer the option to tailor a customized support plan based on their unique needs, showing flexibility and commitment to their success.

More scripts

Use For:
Cold Call
Calling Outcome (your Goal):
Sales Pitch
Industry:
IT Services
Use For:
Cold Call
Calling Outcome (your Goal):
Sales Pitch
Industry:
IT Services
Use For:
Warm Lead
Calling Outcome (your Goal):
Sales Pitch
Industry:
IT Services
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