Module 6: Customer Engagement & Objection Handling
📣 Module 6: Customer Engagement & Objection Handling
How to pitch FSMA
What to say when customers say “too expensive”
How to present the long-term cost-benefit
Here is the full content for:
📣 Module 6: Customer Engagement & Objection Handling
This module trains your team on how to effectively pitch FSMA (Full-Service Maintenance Agreement) to potential clients, handle objections like “too expensive,” and present long-term cost-benefit comparisons with confidence and clarity.
📘 Reading Material
🔑 Key Points When Pitching FSMA:
FSMA = Hassle-Free Operations
No toner stock-out, no approvals each time, no downtime.
Service and consumables are bundled and predictable.
One Call = Full Support
Unlike T&M (Time & Materials), FSMA doesn’t require multiple departmental approvals.
A simple phone call gets the machine back up and running.
Always Like New
FSMA uses only Original Genuine Toners & Drums.
Preventive Maintenance (PM) is included with every visit.
💬 Common Objections & Best Responses
| Objection | Your Response |
|---|---|
| “It’s too expensive.” | “Let’s look at total cost over 3–5 years. FSMA avoids hidden costs like downtime, poor-quality toner damage, or rushed approvals.” |
| “We want to control our toner costs.” | “FSMA gives you cost per page. You pay only for what you print, not for unexpected breakdowns or replacements.” |
| “We already have a stock of toner.” | “That’s great. Once that stock runs out, FSMA will simplify operations. You won’t need to re-order, get approvals, or stock more.” |
| “We don’t print that much.” | “Even better—FSMA works with low-volume too. It ensures your machine stays clean, ready, and professional when needed.” |
| “We already have a technician.” | “FSMA includes visits from factory-trained engineers with genuine parts—protecting your machine and warranty.” |
✅ FAQs (Dual Language)
Why is FSMA better for service turnaround? | FSMA သည် ဝန်ဆောင်မှု အမြန်ဆောင်ရွက်မှုအတွက် မည်သည့်အကြောင်းကြောင့် ပိုကောင်းသနည်း။
→ No approvals needed, just one call | အတည်ပြုမှုမလိုအပ်ပဲ ဖုန်းတစ်ချက်နဲ့ ပြုပြင်နိုင်သည်။What makes FSMA cost-effective long-term? | ရေရှည်တွင် FSMA ကို စရိတ်ချွေတာမှုအတွက် အကြောင်းကောင်းကဘာလဲ။
→ Avoids hidden costs and protects machine | ဝှက်ထားသောကုန်ကျစရိတ်များနှင့် စက်ပျက်စီးမှုမှ ကာကွယ်ပေးသည်။How does FSMA affect print quality? | FSMA သည် ပုံနှိပ်အရည်အသွေးကို ဘယ်လိုထိခိုက်သလဲ။
→ Maintains brand-new quality with each print | ပုံနှိပ်ခြင်းတိုင်းတွင် အသစ်လိုအရည်အသွေးဖြင့် ထုတ်နိုင်သည်။Why is T&M risky for long-term use? | T&M ကို ရေရှည်အသုံးပြုမှုအတွက် အန္တရာယ်ရှိခြင်း၏အကြောင်း။
→ May use poor-quality toner, void warranty | မကောင်းသောတိုနာအသုံးပြုပြီး သက်တမ်းဖျက်နိုင်သည်။How do you respond if customer says FSMA is expensive? | FSMA စျေးကြီးသည်ဟု ဝယ်သူပြောလျှင် ဘယ်လိုဖြေသင့်သလဲ။
→ Explain TCO and downtime risks | TCO နှင့် အချိန်ပျက်စီးမှုကို ရှင်းပြပါ။
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