Telemarketer Objection Handling
Objection: We’re fine with monitoring…
Are you the person that monitors the virtual server or virtual desktop infrastructure? If
so, which one?
Yes, I’m in charge of the virtual servers or XenApp/XenDesktop …
We have a saying around here that we solve problems and resolve pain. If you don’t
have any pain, there’s probably no reason to speak. If you have two minutes, I can tell
you about the products we have and the problems we solve at it pertains to the virtual
server/desktop environment. If at the end of the two minutes, you don’t have any
interest; I’ll respect your decision, and continue my efforts elsewhere. Sound fair?
Ok I’ll give you two minutes…
We have a product that is focused on solving problems with virtual servers/virtual
desktop infrastructure.
With respect to virtual servers:
The Product We Have
1. Gives an administrator deep visibility in to the full virtual stack; hypervisor,
virtual machine OS, and application residing on the VM
2. From one central console monitor all other aspects of the environment that may
impact the performance of the applications within the virtual environment; such
as networks, databases, storage, etc
3. Without programming allows an administrator to customize thresholds, alerts
and fix actions such that when an threshold is breached and an alert is triggered
a preprogrammed fix action can also kick off to stop or start an application or
process, reboot a server, etc.
The Problem We Solve
1. simplifying monitoring by providing one product that monitors the virtual server
infrastructure, applications and surrounding infrastructure and
2. Allowing proactive monitoring to avoid downtime.
Is this of any interest? If so, pain qualification questions…
With respect to XenApp and XenDesktop environments:
The Product We Have
1. Monitors from one console and product--not only user session data - both
current and historical – but surrounding infrastructure which many times causes
the problems such as SQL Database, windows infrastructure, network elements,
etc
2. Without programming allows an administrator to customize thresholds, alerts
and fix actions such that when an threshold is breached and an alert is triggered
a preprogrammed fix action can also kick off to stop or start an application or
process, reboot a server, etc
The Problem We Solve:
1. Reducing time to determining root cause and remediation of performance issues
2. Avoiding user complaints by being proactive in monitoring with customized
remediation actions.
Do you have any interest in discussing further?
1. What are you experiencing that is causing pain?
2. How does this impact your business?
3. How long has this been going on?
4. What have you done to resolve the issue?
5. Why must it be resolved now? And, what happens if you don’t?
Solution:
6. Have you determined the criteria for selecting a product? Or what are you
looking for in a solution?
Do they have the ability to purchase?
7. Can we run through the price of our solution and your inventory so we can
establish how much this will cost?
QUESTION: How do you compare to other monitoring products?
I can’t really comment on how we’re better than those products, because whether or
not the product is better, or even relevant to your needs, depends on your criteria. If
you have two minutes I can tell you why people purchase our technologies to monitor
virtual server and virtual desktop environments.
If interest, customers typically purchase our products because of one or more of these
reasons: It’s easier to use, it has more functionality, and it’s much more cost effective
than other products on the market…
With regard to virtual server environments:
Customers purchase our product because: 1) one product can monitor the full virtual
stack and the applications residing on the virtual servers; 2) being proactive--without
programming an administrator can customize thresholds, alerts and fix actions such that
when an threshold is breached and an alert is triggered a preprogrammed fix action can
also kick off to stop or start an application or process, reboot a server, etc; 3) GT
solutions usually cost less than half of comparable solutions on the market today
With respect to XenApp and XenDesktop environments:
Customers Purchase Our Product because: 1) broad and deep visibility gives an
administrator the capability of monitoring all parts of the infrastructure that can impact
the performance of xenapp/desk down to the hardware level; 2) being proactive-without programming allows an administrator to customize thresholds, alerts and fix
actions such that when an threshold is breached and an alert is triggered a
preprogrammed fix action can also kick off to stop or start an application or process,
reboot a server, etc; 3) GT solutions costs less than half of comparable solutions on the
market today.
Are you currently having any pain associated with your monitoring? It has been my
experience that if you aren't having pain that is severe enough to have reached the
financial decision makers then they will ask you to live with the solution you have
currently. Is there that type of pain?
If yes, pain qualification questions
Objection: Call me back in a week I am busy:
Response: I can certainly do that but it may be a waste of time because there may be no reason
to speak. In 3 minutes I can tell you the products we have, and after that you can tell me if you
want to set up a call when you’ll have the time, pass me on to someone else, or that there is
nothing here. Is that fair?
We have a product that proactively monitors the virtual servers and infrastructure that support
critical applications most employees use. We help solve pain in a few key areas: 1) Monitoring
the virtual server environment or xenapp/desktop 2) Proactive error detection and automated
response 3) Consolidating many monitoring solutions into one 4) Reducing cost of monitoring
solutions. Are any of these areas worth discussing further?
Objection: No
Response: Are you the individual responsible for monitoring the virtual environment? Pillar
Yes: Great, what is it that most interests you based on my description? (Physical/Virtual, Virtual
Infrastructure or Functionality/Price)
My job is to identify someone who may be interested and set a time to speak to one of our
technical engineers who can explain the capabilities of the product that may be of interest to
you.
Do you have a few times to speak in the next day or so? I will make one of them work on our
side.
Objection: Person on phone doesn’t know who you should talk to:
Response: Who do you call if you have an IT issue? That would be a good place to begin.
Objection: We don’t hand out names/ we don’t need anything/ budgets are full/ miscellaneous
blow off
Response: Many of the companies in your industry (name some they would recognize) use our
product and I merely want to find out if we can provide the same value at your organization.
Frankly, it is literally a 5 minutes conversation to determine if there is a need. If there isn’t, I will
direct my efforts elsewhere. Who is it that I should speak to (if still obstinate, call high)
Objection: Top person has no time for you:
Call the CIO/VP IT and reach the administrator. Administrator answers and lets you now that
you have reached Mr. Kenathe’s office.
Hello Kendra, I am from Goliath Technologies and I don’t need to speak with Mr. Kenathe, but I
thought you might point me in the right direction unless, of course, Mr. Kenathe has time to
speak briefly.
Response: Mr. Kenathe has no time for you today or any other day for that matter.
Response: That is actually fine. The decisions about our product usually don’t even get to his
desk. Usually the individual I speak with is (depending on the size of the company) Head of IT,
Virtualization Specialist, or Server Manager.
Objection: I really don’t know who you would speak to really
Responses:
1. When something is really going wrong, other than the CEO, who does he call? Would
you kindly put me in touch with that person?
2. When something is wrong with your computer, who do you call? Would you kindly put
me in touch with that person?
Objection: Call me back later I am busy
Response: Ok Kenneth, I bet you are. Maybe there isn’t any reason to call you back. If you
literally give me 2 minutes I will tell you what we have and you can tell me if there is a need or if
you are the appropriate person to speak with about our technology. (IF NO, CALL HIGHER)
Objection: Some interest and no pain
Response: So it sounds as if even if I showed you a perfect product at an extremely low cost
that there is not enough pain or desire to purchase given the many things you have on your
plate right now. Is that a fair characterization?
If No…refer to pain funnel questions.
If Yes…is there anything that is likely to change in your environment in the next six months
which could cause an issue as it relates to performance monitoring, analysis, reporting and
remediation?