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2008 Cisco Systems, Inc. All rights reserved. SMBAM v2.07-1

Course Lab Guide

Module 7 End-of-Course Activity

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End-of-Course Activity: Setup

Time for entire activity: 45 minutes

A LASIK surgery center has expanded recently to fournew locations across a large metropolitan area. Theowner is considering opening a new branch in a nearby

suburb in the next year. Here are some issuesassociated with this rapid growth:

The network the business runs on was assembled fromequipment bought at electronics stores.

There are intermittent network outages, and the customer has hadto bring in specialists as needed to help them when there is aproblem.

Patient booking at multiple locations is starting to presenttechnical problems, as is tracking contact information, and settingup automated follow-up calls.

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End-of-Course Activity: Setup (Cont.)

Here are some additional issues associated with thisrapid growth:

For advertising purposes, the owner of the business wants tohave one number for people to call for appointment setting and to

have a system that directs customers properly to the officenearest them when they need personal assistance.

The partner organization working with the LASIK surgery center iscapable of offering the full range of Cisco technology solutionsand services to the SMB market.

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End-of-Course Activity:Previous Customer Discussions

You refer to your notes on previous discussions you hadwith the customer, including the engineer:

There will be as many as 25 users at main site.

There will be 5-10 users at each new site.

All sites can get Internet access via cable.

The main site has a refurbished key system for voice, with leasenear expiration.

No phone system decision has been made yet for new sites.

A competing LASIK provider has recently started offering Internetaccess in the patient waiting room.

Voice mail is needed at all sites.

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End-of-Course Activity:Discussions with Your Engineer

You, the AM, talk with the engineer and learn that:

The engineer recommends a technology and product solution thatincludes a Cisco network, IP phones, voice mail, and guestaccounts for e-mail.

The customer told the engineer that he is working with theirnetwork consultant to improve network performance.

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End-of-Course Activity:Your Recommendation

Break into groups of two: an account manager and acustomer. The engineers presence will be implied in thisactivity.

Step 1:

AM: Recommend a services solution in a pre-customerconversation with the engineer.

Step 2:

AM: Meet with the customer, along with the engineer, and position

the services solution as a business solution. Customer: Respond to the services recommendation from an

expense, system-downtime, and cost-benefit perspective.

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7/9 2008 Cisco Systems, Inc. All rights reserved. SMBAM v2.07-7

Discussion

How did you work with your engineer to come up with a servicessolution?

Which services solution did you recommend and why?

How did you position the services solution with the customer?

How did the customer respond?

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Key Sites

The Cisco Smart Business Roadmap for Small and MediumBusiness:www.cisco.com/web/partners/sell/smb/tools_and_resources/smart

_business_roadmap.html

Cisco Smart Services for Small and Medium Business:www.cisco.com/web/partners/sell/smb/products/services.html#~acc~selling-services

Cisco Capital:www.cisco.com/go/ciscocapital

The Cisco Services Accelerate Program, which provides detailedtraining information about selling services:

www.cisco.com/go/accelerate
http://www.cisco.com/web/partners/sell/smb/tools_and_resources/smart_business_roadmap.htmlhttp://www.cisco.com/web/partners/sell/smb/tools_and_resources/smart_business_roadmap.htmlhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/go/ciscocapitalhttp://www.cisco.com/go/acceleratehttp://www.cisco.com/go/acceleratehttp://www.cisco.com/go/ciscocapitalhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/web/partners/sell/smb/products/services.htmlhttp://www.cisco.com/web/partners/sell/smb/tools_and_resources/smart_business_roadmap.htmlhttp://www.cisco.com/web/partners/sell/smb/tools_and_resources/smart_business_roadmap.html

Documents

Smbam20s07l02 Lab