1. Start Page 1 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Welcome to the Handling Objections and Preparing for the Upturn: Selling Cisco Services in Turbulent Economic Times learning module. This learning module is part of the Cisco Services Accelerate Program, an ongoing Cisco effort designed to help partners accelerate their service practice profitability. The Cisco Services Accelerate Program includes:  Training resources  Sales tools  Demand generation activities  Incentives and rebate programs More Info Cisco Services Accelerate Program For more information about the Cisco Services Accelerate Program, visit www.cisco.com/go/accelerate www.cisco.com/go/accelerate Handling Objections and Preparing for the Upturn Selling Cisco Services in Turbulent Economic Times

2. Start Page 2 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Module Overview The module focuses on helping you to sell Cisco Services in turbulent economic times. This training module provides:  Guidance to partners for navigating the current economic storm  Strategies for stimulating services revenue  A high-level overview of objection handling guidance  Suggestions for preparing for the upturn It should take you about fifteen minutes to complete this module and the unscored knowledge checks. At the conclusion of this module you will be directed to a quiz to test your knowledge and earn points to increase your eligibility to win prizes.

3. Start Page 3 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Get Access to Comprehensive Information This training module is designed to complement the more comprehensive services guide on this topic. Visit the Cisco Services Accelerate Program to access the complete set of training resources that provide detailed guidance for handling over 50 common customer objections.Cisco Services Accelerate Program

4. Start Page 4 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Helping You Navigate the Storm and Accelerate Cisco began predicting turbulent economic times on the horizon in early 2008.  At the time, we sent a strong message to our partners that if the situation were to worsen, we would be there to help them charter the troubled waters  Our goal is not only to navigate through these tough economic times, but also to help our partners be prepared to accelerate business during the next upturn Cisco is here to help our partners survive the downturn and prepare for the upturn.

5. Start Page 5 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Opportunity on the Horizon: Services More Important Than Ever Cisco is on a journey with our partners, a journey to a new world of Web 2.0 collaboration solutions that will increase the need for networking and services.  New business models for partners, such as managed services, and an increased focus on business solutions will bring the productivity that customers need to remain competitive  The result will be strengthened customer relationships that allow Cisco partners to be seen as trusted business advisors Opportunities will exist throughout the network lifecycle to provide services to help customers make sound decisions about implementing these new technologies and to make sure the network is functioning at optimal performance.

6. Start Page 6 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only The Partner Journey – Promise of the New World  Web 2.0 /Collaboration  High Productivity  New Business Models  Managed Services / SaaS  Business Solutions Focus  Relationships vs Transactions  Greater Partner Relevance

7. Start Page 7 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Facing Tough Challenges Our partners are facing tough challenges:  Pressure on profits  Pressure on cash flow  Tightening credit  Fluctuating exchange rates  Delays in customer purchasing  Changing customer priorities In times like these, our reaction might be to hang on and try to ride it out. The real opportunity comes to those who can continue to move forward and not lose sight of their goals. Partners that make smart strategy decisions and invest in their business properly will be the ones that survive and that are poised to take advantage of the upturn.

8. Start Page 8 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Maintain the Course….. The Partner Journey

9. Start Page 9 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Navigate to Accelerate Navigate to Accelerate is Cisco’s plan and commitment to helping you navigate the current economic climate while preparing you to accelerate during the upturn. Navigate to Accelerate programs are mapped to four focus strategy areas:  Finance  Customer base  Changing customer needs  Future The program provides you with access to tools, resources, and incentives and makes it easy for you to participate in an ongoing dialogue regarding market conditions. Focus on Customer Base Focus on Changing Needs Focus on the Future Focus on Finance

10. Start Page 10 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Services Stimulus Package The Cisco Services Stimulus Package:Cisco Services Stimulus Package  Is contained within the Navigate to Accelerate starter kit  Presents a four-point strategy designed to help your services practice effectively navigate the current economic storm  Provides detailed recommendations and resources  Acts as a roadmap to help your chart a course toward future success

11. Start Page 11 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Strategies for Navigating the Storm Click on each item below to learn more about the four-point strategy outlined in the Cisco Services Stimulus Package. 1. 2. 3. Focus on the customer base 4. Focus on finance Focus on changing customer needs Focus on the future Drive true customer intimacy by getting closer to primary customers, gaining loyalty, and truly understanding and meeting customer needs. Manage revenue mix to optimize gross margins. Save to invest by controlling operating costs. Outpace your competition by investing in service sales enablement. Maintain the customer experience by unlocking employee potential. Lead the transition to a borderless enterprise. Join the Cisco Services Community for Partners that provides a centralized environment for all partners, incorporating discussion forums, wikis, and blogs for improved collaboration and real-time access to information.

12. Start Page 12 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Helping Customers Thrive in Dynamic Times During economic downturns it becomes more important than ever for you to help your customers find ways to increase their competitive advantage through technology solutions. You can guide your customers to embrace five essential strategies for surviving and thriving in difficult environments. Guide your customers to embrace five essential strategies for surviving and thriving in difficult environments:  Save to invest  Unlock employee potential  Drive true customer intimacy  Outpace your competition  Transition to a borderless enterprise There are opportunities to sell services in all five of the business imperatives.

13. Start Page 13 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Five Essential Strategies Click on each item below to learn more about the five business imperatives. 1. 2. 3. Save to Invest 4. Unlock Employee Potential Drive True Customer Intimacy Outpace Your Competition  Intelligently reduce costs to fund investments for improvement  Focus on profitability, capital efficiency  Augment employees with collaborative solutions  Harness the collaborative power of all employees to maximize effectiveness and efficiency  Nurture key employees; focus on motivation, morale  Get closer to key customers  Embrace customers in your decision making  Personalize/customize to match customer needs  Focus on important strategic initiatives  Invest to expand and pull away from competitors  Transform to increase speed and scale 5. Transition to a Borderless Enterprise  Make full use of your entire ecosystem  Work together globally for greater impact  Include all stakeholders in ideation, improvement, and expansion

14. Start Page 14 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Smart Services for Small and Medium Business Cisco Smart Services for Small and Medium Business can offer value to you and your customers as business imperatives influence the need for new collaboration, virtualization, and video technologies. The Cisco Smart Services for Small and Medium Business portfolio includes:  Cisco SMARTnet® Service  Cisco Smart Foundation Service  Cisco Smart Care Service You can complement your customer’s hardware and operating system support services with software application support services. Cisco delivers industry-leading support that is validated by industry recognition and consistently high customer satisfaction ratings.

15. Start Page 15 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Technical Services: Integrated Solutions for End-to-end Support

16. Start Page 16 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco SMARTnet Service Anytime access to Cisco engineers and extensive technical resources for rapid issue resolution Customer Profile  Any size business, any number of Cisco devices  Network is critical to mission critical  Skilled IT staff who require direct access to Cisco engineers and want flexible device-level coverage Sales and Delivery  Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features  Advance hardware replacement— (NBD, 2- hour, 4-hour and/or onsite engineer)  24 x 7 global access to the Cisco TAC for help with configuration, diagnostics, recommendations  Cisco.com knowledge base and tools  Smart Call Home proactive diagnostics and real-time alerts on select devices  OS software updates and upgrades

17. Start Page 17 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Smart Care Service Customer Profile  Businesses with 50–600 network users and up to 105 devices*  Network is critical to business  Limited IT expertise; wants network-level coverage Sales and Delivery  Sold Certified Partners, delivered collaboratively by Cisco and partners Service Capabilities and Features  Proactive network-wide monitoring, assessments, and notifications  Advance hardware replacement—NBD or 4 hour option  24 x 7 partner access to TAC  Cisco.com knowledge base and Smart Care Portal  Operating system software updates and upgrades  Software application updates Technical support combined with proactive monitoring and assessments keep networks secure, and running optimally

18. Start Page 18 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Smart Foundation Service Customer Profile  Businesses with data only networks, SMB-class products, and fewer than 250 network users (~50 or fewer network devices)  Network is important, but not mission critical to business  Needs responsive support with device level coverage that meets budget requirements Sales and Delivery  Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features  Advance hardware replacement—NBD  Access to SMB TAC Call- back service during normal business hours (8am–5 pm)  Response within one business day (varies per region)  Cisco.com SMB knowledge base  Online network troubleshooting tools designed for SMBs  OS software updates Maintain network reliability and minimize disruption to business with entry-level technical support service

19. Start Page 19 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco Software Application Support (SAS) Plus Upgrades (SASU) Customer Profile  Any size business, any number of Cisco devices  Network is critical to mission critical  Needs responsive support Sales and Delivery  Sold by Cisco and Certified Partners, delivered by Cisco Service Capabilities and Features  Registered access to Cisco.com  24 x 7 x 365 access to Cisco Technical Assistance Center (TAC)  Application software updates  Application software upgrades (SASU only) Strengthen availability, functionality and reliability of Cisco software applications with updates and upgrades combined with access to Cisco software application specialists

20. Start Page 20 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Sorry, incorrect. Knowledge Check The four focus areas in the Navigate to Accelerate program are: 1. 2. 4. Correct! Save to invest, unlock employee potential, drive true customer intimacy, transition to a borderless enterprise Transform, accelerate, optimize, maximize Finance, customer base, changing customer needs, future Sorry, incorrect. 3. Transition, transform, evolve, survive

21. Start Page 21 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Handling Objections Greater reliance on the network increases the business effects of network performance and downtime.  Cisco Services play an important role in mitigating that risk and associated costs  By effectively promoting the value of Cisco Services as part of a whole solution, you can preempt many common objections  The more you establish the value of services upfront, the easier it will be to counter objections

22. Start Page 22 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Proactively Promoting the Value of Cisco Services Be sure to promote the benefits of Cisco Services:  Cisco offers the widest range of services- supported network technologies in the industry.  Cisco sets the gold standard for service and support, with numerous industry recognitions and awards in recognition of excellence in technology service and support.  Cisco consistently rates high in customer satisfaction, which has been proven to lead to greater customer loyalty, increased bookings, and longer-term customer relationships.

23. Start Page 23 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Cisco helps you counter objections related to: The value of services Budget or cost Financing Renewing service agreements Selling multiyear agreements Selling consulting services Unified communications services Selling against competitors Guidance for Countering Customer Objections Your customer might still have concerns, especially during these challenging economic times.  This training module provides high-level information about countering objections in each of these categories  Be aware that there are no standard answers. The best way to be prepared to handle objections is to understand the customer’s goals and challenges and to customize responses to address the needs of each customer More Info Comprehensive Objections and Responses View the comprehensive services guide on this topic available through the Cisco Services Accelerate Program.

24. Start Page 24 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to the Value of Services When a customer has objections related to the value of services, either the customer has a fundamental misunderstanding about the value of the service and the benefits to the business, or it is simply a stalling tactic. Useful strategies for countering these kinds of objections include:  Conveying the full range of benefits that the services offer  Promoting the value of software updates  Justifying the initial services investment as far less expensive than time and materials support or network downtime  Tying networking services to the success of the business More Info The following are common objections that your customers might have: Why do I need service? Isn’t the warranty enough? I have in-house technicians who can handle all of my network issues and needs. I don’t think that updating or upgrading operating system software is necessary. I don’t think I need the hardware replacement option. It is expensive, and I do not see the point. I do not see the value or benefit of supporting or paying extra for software applications support. I have service coverage for my core network, but it is too much for my branch locations.

25. Start Page 25 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Budget or Cost Making the right funding decisions might be a matter of survival for your customer. Useful strategies for countering these kinds of objections include:  Acknowledging your customer’s concerns  Determining whether the issue is that funding is available but allocated toward other projects or a fundamental cash flow issue  Helping your customer build a case for allocating funds from other projects  Providing your customer with alternative funding options such as multiyear agreements and financing that can help them address a cash flow issue More Info The following are common objections that your customers might have: There is no budget for service. I don’t need service. Keeping an inventory of spares is more cost effective. I can pay for time and materials if I need support from the Cisco TAC. I do not have a budget for both the networking solution and the services. I need services, but yours are too expensive and give me more than I think I need. We’re a small company, and services would break our budget.

26. Start Page 26 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Financing Financing can greatly improve a customer's cash flow and expense management capabilities—it can even enable them to acquire a larger or more robust solution than they think they can afford. Useful strategies for countering these kinds of objections include:  Promoting the affordability that financing can provide  Emphasizing the Cisco Capital strength and breadth of offerings More Info The following are common objections that your customers might have: We prefer to pay outright for our technology acquisitions and have no need to finance. We have a purchase-only policy. Financing is too expensive. Financing a service agreement seems complicated. I am worried that the technology will date too quickly. We keep our assets for a long time. We’ll just get a low-cost loan.

27. Start Page 27 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Renewing Service Agreements When a customer has objections related to renewals might mean your customer is not fully aware of just how much they have benefited from their services agreement. Useful strategies for countering these kinds of objections include:  Showing your customers how much they have used their service contracts  Quantifying the value that they have received  Emphasizing that the cost of network downtime and/or time and materials expenses will likely exceed the cost of the renewal  Offering multiyear or financing solutions to address cost or cash flow concerns More Info The following are common objections that your customers might have: Why do I need to renew my service contract? I have not used it this year. I know the technology now. Why should I pay for another year? My team can look after it. I have not used phone support (for Cisco SMARTnet Service).

28. Start Page 28 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Selling Multiyear Agreements The biggest challenge in overcoming objections related to multiyear agreements is overcoming the larger upfront cost. Useful strategies for countering these kinds of objections include:  Showing how financing a multiyear service can enable customers to lock in prices, obtain additional discounts, and spread out the cost over the life of the contract  Reinforcing the benefits of services and improved return on investment  Helping them decide whether to purchase the multiyear agreement by prepaying or by financing More Info The following are common objections that your customers might have: I did not budget for a multiyear agreement. I only budgeted for a one-year service agreement. I do not want to make a long-term commitment until I know we will get value out of a service agreement. I cannot make an expense commitment beyond the current fiscal year because I do not know what my budget will be after this year (whether I will have budget in the future). Buying a multiyear service agreement seems like it costs more in the short term.

29. Start Page 29 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Selling Consulting Services Customers might have objections about the additional cost of consulting services and the value that these additional services provide. Useful strategies for countering these kinds of objections include:  Showing that strategic thinking and planning are not luxuries, but essential steps in smart business decision making and preparing for the future  Emphasizing that lack of planning leads to poor performance and unexpected costs  Promoting the value of balancing short-term needs with long-term plans More Info The following are common objections that your customers might have: I do not need initial assessments of the network, a comprehensive architecture, or ongoing optimization activities. Why should I invest in consulting services when I already get a free assessment of my business needs from my salesperson? Thinking long term is a luxury. I have to focus on my current business and networking needs. I do not need a long-term plan. I just want to address a specific business issue. I do not have the time or resources to develop and maintain a strategic technology plan.

30. Start Page 30 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Unified Communications Services Customers might challenge the need for Unified Communications services because they believe that their unified communications solutions are not mission critical. Useful strategies for countering these kinds of objections include:  Emphasizing the unified communications solutions are mission critical  Promoting the value of services in terms of reducing total cost of ownership  Pointing out the connection between services and enabling the collaboration solutions that are important to business survival More Info The following are common objections that your customers might have: I do not need a service contract. Instead, if a phone breaks, I will maintain an inventory of spare parts in the event that I need to replace a component of my unified communications solution. Or I can always order spare parts on eBay. I did not buy service on my network because it was not mission critical. Why do I need services for my unified communications solution? I don’t see the value in Cisco Unified Communications monitoring and periodic assessments.

31. Start Page 31 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Objections Related to Selling Against Competitors Your customers might offer objections that have been deliberately planted by your competitors. Guide your customers toward a discussion about value and away from price. Useful strategies for countering these kinds of objections include:  Clarifying the customer’s concern; make sure you are engaging in an accurate comparison of the competing offerings  Evaluating competitors claims and accurately communicating the truth about the Cisco warranty and service offerings  Building a case for the value of services to the customer’s business More Info The following are common objections that your customers might have: Sure, Cisco switches have a good reputation. But I’m not willing to pay a premium for service when a competitor gives me much of the same for free. A competitor gives me advance hardware replacement as part of its warranty. Why should I pay Cisco for the same thing?

32. Start Page 32 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Changing the Conversation Turn conversations away from price and focus on the value of Cisco Services.  Help your customers protect their network and extract the most value with Cisco Services.  In an economic downturn, there are some very compelling reasons for Cisco Services.  In a tough economy, customers want to reduce capital and operating budgets.  Cisco Smart Services for Small and Medium Business can help customers maximize operational efficiency, control operational expenses, and extend the life of the network assets.

33. Start Page 33 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Tactics for Generating Service Opportunities  Attach services at point of sale, sell services on uncovered equipment, and sell renewals and multiyear agreements at every opportunity  Discuss renewal opportunities with your customers to insulate against the economic downturn and provide an ongoing annuity revenue stream  Talk to your customers about their older equipment and build a plan for refreshing their network assets  Offer financing solutions through Cisco Capital to help fund technology investments  Change the conversation by focusing on the five business imperatives

34. Start Page 34 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Resources to Build Your Services Practice Cisco Services Accelerate Program Provides training and incentives to help Cisco partners sell Cisco Services effectively to small and medium businesses. Navigate to Accelerate Cisco’s plan and commitment to helping you navigate the current economic climate while preparing you to accelerate during the upturn. Cisco E-Consulting for Partners Measures and assesses sales and delivery capabilities against leading practices, provides customized recommendations to address gaps. SMB Partner Practice Builder Offers a consistent and repeatable process that enhances productivity by helping you follow a faster path to profitability and repeat business. Steps to Success A business-building platform that provides a step-by-step engagement model to grow your capabilities for selling, delivering, and supporting Cisco Advanced Technology business solutions. Cisco Capital Learn about special offers that might be available for unified communications solutions, small and medium business solutions, and services financing. Cisco has brought together a collection of tools and resources to help you build or expand your services practice or learn more about how to position and sell Cisco Services.

35. Start Page 35 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Guidance for Owners/Managers Guidance for Sales Representatives Take advantage of the Cisco Navigate to Accelerate recommendations. Make use of the strategies in the Cisco Services Stimulus Package to help your services practice survive the economic challenges and prepare for the upturn. Use Cisco resources for partners to help you build or expand your service practice. Encourage your sales teams to participate in the Cisco Services Accelerate Program. Become familiar with the five business imperatives and prepare to guide your customers in an exploration of how these strategies can help them survive and thrive. Conduct a quarterly business review with your customers. Review the appendixes in the services guide that covers this topic in detail: Appendix A: Comprehensive overview of customer objections and responses Appendix B: Information about time and materials coverage. Appendix C: Sample customer waiver letter Preparing for the Upturn Cisco provides guidance for owners/managers and sales representatives to help prepare for the upturn.

36. Start Page 36 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Knowledge Check Click on the correct choice. True or False: The more you establish the value of services upfront, the easier it will be to counter objections. Click the Next button to continue. True False Good choice. This statement is true. Sorry, this statement is true.

37. Start Page 37 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Important Links  Cisco Services Accelerate Program www.cisco.com/go/acceleratewww.cisco.com/go/accelerate  Navigate to Accelerate www.cisco.com/web/partners/pr46/other_nav.htmlwww.cisco.com/web/partners/pr46/other_nav.html  Navigate to Accelerate Starter Kit www.cisco.com/web/partners/pr46/nav_starter_kit.html www.cisco.com/web/partners/pr46/nav_starter_kit.html  Cisco Services Stimulus Package www.cisco.com/web/partners/downloads/765/download/n2a/n2a_services_stimulus_ package.pdf www.cisco.com/web/partners/downloads/765/download/n2a/n2a_services_stimulus_ package.pdf  Cisco Services Community for Partners www.myciscocommunity.com/community/partner/ www.myciscocommunity.com/community/partner/  New Ways to Thrive www.cisco.com/web/partners/market/five_to_thrive.htmlwww.cisco.com/web/partners/market/five_to_thrive.html  Cisco Services for Small and Medium Business www.cisco.com/en/US/partner/products/ps6888/serv_category_home.html www.cisco.com/en/US/partner/products/ps6888/serv_category_home.html  Services for Partners www.cisco.com/web/partners/services/index.htmlwww.cisco.com/web/partners/services/index.html  Cisco Partner Central www.cisco.com/web/partners/index.htmlwww.cisco.com/web/partners/index.html

38. Start Page 38 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Remember to View the Comprehensive Services Guide If you have questions about how to handle specific objections, be sure to review the comprehensive services guide on this topic. This training module is designed to complement the more comprehensive services guide on this topic. Visit the Cisco Services Accelerate Program to access the complete set of training resources that provide detailed guidance for handling over 50 common customer objections.Cisco Services Accelerate Program

39. Start Page 39 of 39 EndPreviousNext © 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential – For Cisco and Reseller Use Only Congratulations, you have completed the Handling Objections and Preparing for the Upturn: Selling Cisco Services in Turbulent Economic Times learning module. At this point you have the option of reviewing this module or taking the quiz. You also have the option of taking the quiz now or at another time. Cisco Services Accelerate Program For more information about the Cisco Services Accelerate Program and to gain access to comprehensive training resources on this topic and other Cisco Services topics, visit www.cisco.com/go/accelerate.www.cisco.com/go/accelerate Module Conclusion