Making the Case – Overcoming Customer Objections to Buying Services

by Mar 15, 2019

A credible value proposition based on what customers need and want from Services is the best way to overcome customer objections to buying services.

Making the Case for Services

Customers want the products they purchase to work.  Many understand that technology is inherently complex and access to expertise and periodic updates are worth the investment.  This is particularly true if a product is considered business critical. Some customers conclude that they need Services on their own, many do not however and need to be convinced.

Selling the value of service is making the case for why the customer is better off with service than without.  Selling services demands that you establish a credible and compelling value proposition built upon the understanding of what customers want and need from services.

Top Reasons Customers Use Services

Customers that purchase services are most likely to use them to adopt and use products effectively and not simply to fix problems. 

The value of services must therefore emphasize Services’ ability to provide tools and resources to help customers implement, learn and use product effectively.  A complete and compelling value proposition must also recognize that if product issues do arise, services are available to respond quickly.

Top Reasons Customers Use Services

Most Important Attributes of Service

The services characteristics customers want most are access to expertise when they need it. They expect service organizations to be available during reasonable hours and to be responsive to requests for help.  As noted above, access to technical expertise is not simply about fixing issues, it must also be used to provide training and coaching to help customers apply products more effectively. 

Most Important Attributes of Service

Support Program Design, Competitive Analysis and Pricing Strategy

Support program design and pricing is challenging. Contact me to learn how ServiceXRG can help you determine if your service portfolio is up to date and aligned with customer needs.

  • Do you offer the right programs?
  • Is your portfolio Customer Success-Ready?
  • Do customers need more or less than what you offer?
  • How well is your pricing aligned with customer expectations?
  • What do your competitors offer and what do they charge?

Contact us now to learn how we can help develop and optimize support and services portfolio offers.

Chat with us (see link on right side of screen), send an e-mail to tsweeny@servicexrg.com, or use our contact form.

Featured: Selling Service Value

Selling services demands that you establish a credible and compelling value proposition. To be compelling, the benefits must be perceived to exceed the cost. This playbook describes the essential steps to develop a compelling value proposition to maximize support sales and renewal activities.

Login to get your copy.  Not a Member?  Learn more about our Service Success programs or contact us.

[et_pb_df_wc_restrict_content_open_tag admin_label=”Not Logged In – Open” shortcode=”wcm_nonmember” start_after_trial=”off” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_open_tag]

Login to Access the Full Report

If you don’t have an account, create a free* membership.

[et_pb_df_wc_restrict_content_close_tag admin_label=”Not Logged In – Closed” shortcode=”wcm_nonmember” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_close_tag]

[et_pb_df_wc_restrict_content_open_tag admin_label=”Success Access – Open” shortcode=”wcm_restrict” plans=”success_plan” start_after_trial=”off” _builder_version=”3.26.6″ z_index_tablet=”500″ box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px”]

[/et_pb_df_wc_restrict_content_close_tag][et_pb_df_wc_restrict_content_open_tag admin_label=”member – Open” shortcode=”wcm_restrict” plans=”success-enterprise-plan, success-team-plan” start_after_trial=”off” _builder_version=”3.26.6″ z_index_tablet=”500″ box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px”]

[/et_pb_df_wc_restrict_content_close_tag]

[et_pb_df_wc_restrict_content_open_tag admin_label=”Not Logged In – Open” shortcode=”wcm_nonmember” start_after_trial=”off” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_open_tag]

Login

*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

[et_pb_df_wc_restrict_content_close_tag admin_label=”Not Logged In – Closed” shortcode=”wcm_nonmember” _builder_version=”3.0.100″]

[/wcm_nonmember]

[/et_pb_df_wc_restrict_content_close_tag]

Related Articles

Customer Success Marketing and Portfolio Management

Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service marketing must evolve beyond selling the initial service engagement and focus on sustaining and growing relationship value.

read more

How Much Should You Charge for Support?

How much should you charge for Support?  It’s a driving question as your organization seeks to drive recurring revenue growth. And it’s a balancing act. Let’s explore a Support pricing model that’s been shown to work equally well for businesses and their customers.

read more

GUEST POST: Sell Services Faster and More Accurately

Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.

read more

Is It Time to Modernize Your Service Portfolio?

Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand revenue growth. This article will help you to determine the type of post sales service portfolio you need.

read more

Treat Your Service Portfolio as a Product Line

Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by assigning dedicated program management resources.

read more

Pin It on Pinterest

Share This