Objections Flashcards
OVERCOMING OBJECTIONS Steps
Receive Objection
Accept/Acknowledge
Clarifying Question (if applicable)
Show Empathy
Respond- “The truth is”
Close/Trial Close
“I don’t handle the budget/decisions on this stuff”
I get it Mike, this isn’t in your wheelhouse.
Just to be clear you do handle this type of equipment, just not the decisions on providers?
Sure, that makes sense, why take a meeting when your already busy and you’re not a Decision maker.
The truth is that when we work with our customers in the area like Bloomberg and NYSE it’s the folks on the ground that we mostly deal with day to day. So while you may not be the one that signs the paper, you are the one that benefits from us being the number 1 service provider in Data Center Maintenance. Long story short, we can make your life a lot easier with our fast response and first trip repair success of 97%.
Can we connect for a 15 min Zoom meeting so I can explain how we can make your life a lot easier? After that if you think we should talk to other team members who may make decisions, you can recommend us?
“I am happy with current vendors”
I get it Mike, processes are in place and change disrupts that.
Just to be clear when you say happy with current vendor does that mean they are providing excellent service and are a true business partner or things are simply “fine”- no news good news type situation?
Sure, that makes sense, as you can imagine almost everyone I call has some type of vendor in place for service calls.
The truth is that we are a world class service organization and the number 1 rated service provider in our space based on Net Promoter Score.
Can we connect for a 15 min Zoom meeting on June 12th @ 2pm so I can explain some of our value adds that differentiate us and allow us to be a true partner in business instead of a vendor? Worst case you get a quote that keeps your current vendor honest…
“We are not meeting with any new vendors/ budgets cut/ covid 19”
I get it Mike, we are hearing that a lot from companies we are working with.
As you can imagine a lot of our customers are going through a budget “fire drill” right now trying to cut costs wherever they can.
What I am hearing from Infrastructure Professionals like you is that End of June/Early July timeframe is when they will start looking at strategic options to cut budgets, and to be honest that’s where we can fit perfectly.
Can we connect for a 15 min Zoom in the mid July timeframe so I can explain how we can easily make real budget cuts while improving your levels of service with a company like ours?
“We only use the OEM for maintenance”
I get it Mike, as you can imagine the OEM’s are our biggest competitors.
Just to be clear how old is some of the equipment you are renewing maintenance contracts with the OEM?
Yep makes sense. For a lot of newer gear you should keep it on OEM. First three years is when most updates come out and OEM contract is needed.
I will say however where we really come in and help companies like TD Ameritrade and Bloomberg not only save money but increase service levels as well as repair times in equipment that are 3-5 years old. Most of our customers see either a stop in Updates or the need to simply not do them at that point in the lifecycle and our cost savings create real budget flexibility as opposed to the astronomical costs OEM’s charge to renew contracts.
I don’t want to get into the nitty gritty about this right now as I just cold called you and interrupted your day. Can we set up a 15 min zoom call Thursday June 15th @ 2pm to explain further and see if there is some capacity in which we can help?
“We refresh every five years”
I get it Mike, most of our customers have a similar strategy.
Just to be clear when you refresh is that everything in your data center? Meaning nothing breaches the 5 year old mark?
Yep totally understand. Again that is very similar to strategies most of my customers have.
What we do help with is the typical year 3 OEM contract renewal. We have the ability to save you high impact dollar numbers on renewal quotes while actually increasing service levels. I can tell you Mike that companies in the area like Bloomberg/NYSE and TD Ameritrade are utilizing us in this capacity.
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to see if we may be a cost saving option?
“We are moving to the cloud/virtualizing” (For virtualizing replace cloud word with virtualizing)
Awesome to hear Mike!
Just to clarify what percentage of your physical equipment is going away in the move to the cloud?
Makes sense. I hear that a lot. As you can imagine almost every company we work with has some kind of cloud strategy!
Honestly Mike we are a great fit and help tons of companies with their cloud strategy and transition. We do that in a couple ways. Buying back old decommed equipment as well as providing flexible short term month to month maintenance contracts on equipment that is in the Queue to Decomm
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to explain more and see if we are a fit to help with your cloud migration?
“This is not something I handle. Don’t work in Data Center”
Fair enough Mike.
Don’t want to waste your time and thanks for picking up the phone!
I’m sure you can understand I wouldn’t be doing my job if I didn’t ask you for a little help pointing me in the right direction.
I certainly won’t use your name, but can you tell me who may be the right person to contact regarding Data Center Maintenance?
“Just send me an email and I will review”
Mike I understand how busy you are and you can’t take every cold call or meet with every sales rep.
Just to clarify so I don’t send you something not relevant…Is there a specific type of equipment coming up for renewal that you want info on?
Understood I can send you some basic company info along with out one page “menu of supported products”…
I will say Mike that we help major companies in the area like Bloomberg and NYSE save money on maintenance renewals while also really increasing service levels. We invest heavily into local markets with stocking locations and W2 engineers so that we are onsite quickly and problem is resolved within 4 hrs of you placing a service call.
Can I send you the requested info in the format of a Zoom Calendar invite for a 15 min meeting? And the reason I offer that Mike is If you see something on our product support list you want to discuss further just accept the meeting we can have a quick chat about it. Would take no more than 10-5 minutes. Is that Ok?
“We self maintain”
Awesome to hear Mike! You guys must save a ton of money doing that
I am curious, where do you procure your self sparing parts from?
Makes sense. Sounds like you guys have a great internal system for self maintaining.
The truth is we are able to help a ton of companies who self maintain. Between our stock pile of over 800,000 parts, as well as heavily vetted parts supply partners, we help companies who self maintain be a one stop shop for parts procurement. There is no Data Center equipment part we can’t get and we are almost always cheaper than VAR part vendors.
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to see if this may make sense?
“We outsource IT”
Makes sense Mike. Write one check and they take care of everything.
2 quick questions, do you outsource server storage and networking gear and who is your outsource partner?
Yes that makes sense we hear their name a lot when it comes to Data Centers being outsourced.
So the reason I ask is we help companies that have outsourced data centers. We do this for a lot of companies actually. Long story short we are a big time cost reduction when it comes to maintenance contracts. Now I know you never see those renewal numbers, but if your outsource partner is having to pay less for maintenance contracts, then your out the door bill with them will be lower. Win win for everyone.
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to talk more? Hopefully you can bring your Outsource partner on so we can all chat about some of our cost saving options…
“Hardware is leased”
That’s a great strategy Mike. A lot of benefits from leasing and not owning. Your balance sheet doesn’t get whacked with the depreciation of the assets.
I am curious, do you take advantage of the OEM’s “dollar buyback” with the equipment you lease?
I figured you probably did. It’s a great program.
I will tell you we help a ton of companies locally that lease as well. Typically they lease equipment for 3 years and do the buy back program much like you. Where we come in is saving money and increasing service levels once you buy that equipment back. So years 3 on. In fact we are the number 1 rated service provider for data center maintenance and we are about 50-70% cheaper than the OEM’s.
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to see if this may make sense?
“Sounds interesting, its just not the right time”
Totally understand Mike, I know it is crazy out there right now.
When is the time of year that you either entertain new vendors or review maintenance renewals?
Makes sense. Q4 is the time of year a lot of companies do their maintenance renewals.
What has worked well in the past is I have preliminary meetings prior to decision time. They usually take about 15 minutes and its just a brief overview to see if we would be someone you would entertain in Q4
Can we connect for a 15 min Zoom meeting on Thursday June 15th @ 9am to see if you may want a quote from us EOY?
Not Interested
Totally understand, you probably have systems in place to for maintenance
Most of our customers weren’t looking for alternatives to traditional OEM maintenance when we first reached out
I’m curious, when it comes to managing budget & up time, what type of maintenance strategy are you guys using?
Who are you currently using for hardware maintenance (Dell, Cisco, HP)?
Do you currently refresh every three years?
Do you use the OEM?
If you could eliminate one hurdle with your current vendor what would it be?
We’re all set, thanks
No problem, I assumed you had stuff in place for your maintenance
Most of our customers weren’t looking for alternatives to traditional OEM maintenance when we first reached out
Who are you currently using for hardware maintenance (Dell, Cisco, HP)?
What is your current maintenance strategy with Servers, Storage and Networking gear?
