Customers objections usually fall into 3 areas:
Support failures
What they mean: Usage levels are lower than expected
Often you'll customers won't feel like they are getting the value from Webex because, quite simply, their people aren't using it.
Setting expectations upfront about what good looks like can help with this. Try to gather from the customer the outcomes they expected to see from deploying Webex.
This type of query is all about adoption. Use the resources available to your customer to encourage them to focus on adoption, after all, cancelling won't solve their problems.
☛ Quick Classes ☛ Adoption Playbooks ↓ Measurement pack ↓ Business Drivers workbook ↓ Creating successful events and Events one pagers
What they really mean: They want to use a free or cheaper alternative Competitor knowledge is key here. Questions should focus on areas where Webex is strong, such as quality, global access, and large audiences.
↓ Cisco Webex vs competitors ↓ Webex vs Zoom ↓ Webex vs Skype for Business ↓ Webex vs Microsoft Teams ↓ Webex Meetings vs Teams ↓ Feature one pagers
What they actually mean: They’ve been incorrectly billed, have a legacy package, or their contract isn’t offering optimal value
If the customer is on a legacy package, this is a quick win, as moving to annuity should deliver immediate savings. Consider this an upsell opportunity – can you add an additional product or service and keep costs the same or lower? This will increase product footprint while giving the customer a greater sense of value.
If price were not a concern how would that change the way you deploy the solution?
✔︎ Loop in the sales team ↓ Feature one pagers
What they actually mean: Quality / technical issues
Understanding the detail of issues through questioning will establish any possible routes to resolution. This isn't a play to resolve the customer's issue. Remember where you can add the most value to the customer, manage the relationship with them but make a warm introduction to the technical team who can resolve the issue if the customer is willing.
☛ How to escalate a ticket ☛ Guidance for customers raising a ticket ↓ Technical readiness pillar ↓ Preparing your IT Team
What they actually mean: Support has failed them so far
Genuine apologies go far in repairing relations after service failures. Listen with empathy and consider actions you could take to resolve.
☛ How to escalate tickets ☛ Guidance for customers raising a ticket ↓ Tech Readiness pillar ↓ Preparing your IT Desk doc
What they actually mean: They're on an outdated version or experience
Establishing which version of Webex a customer is using can present an opportunity to upgrade their experience.
☛ Youtube videos ☛ webex.com ☛ Immersive Webex Meetings demo
What they actually mean: Not using enough – usage levels are lower than expected What do they know about why usage isn’t as expected? How can we help improve this, what has been done to drive adoption? Are the business benefits understood?
☛ Quick Classes ☛ Webex adoption toolkit ↓ Creating successful adoption events pack ↓ Events one pagers ↓ Guide to Gamification ↓ Measurement
What they actually mean: Using something else
Often alternative tools establish a foothold through users downloading free trials (such as Zoom) or defaulting to consumer products (WhatsApp, Facetime etc). This is where competitor knowledge is key. Questions should focus on areas where Webex is strong, such as quality, global access, and large audiences. Rather than just stating that Webex is a better service.
