SUMMER 2024
Sales Manual A Guide To Your Future Success
Compensation Rules 1. Standard 30% of Gross Profit on standard transactions with full Maintenance Agreement. Additional 10% of Gross Profit if you qualify for Competitive Displacement (CD)* Additional 10% of Gross Profit if you sell over $35,000 for the month 2% Revenue Bonus if you sell over $50,000 *Qualifying for Competitive Displacement: New customer OR Upgrade/Add on = 20% increase on total allowance (# of impressions) or dollar amount Must include both black and color base– 1,000 min for black and 500 min for color Cost Per Page does not qualify You are not paid competitive displacement for turning a cpp into a monthly maintenance base. Competitive displacement is only paid when raising a base. Standard deduct-GP is deducted from the percentage your service approval (base only) is under 100%. Automatically brought up to 90% unless you have service manager approval (deductions still apply) ITT Rates must be 20% over ITT rate sheet If click rates are lower than ITT rates, use separate pool and must have Service Manager approval BC will always bring service approval up to 90% unless it has been approved by Service Manager. Any deduction in service approval will result in a deduction of commission. *Service manager approves service rate NOT commission.
All scanner deals are under print and treated as standard comp.
2. Percentage of Revenue(Strategic/Special) 10% of revenue commission is ONLY for new deals **Must have at least 10% margin built in **The percentage of revenue will be discounted 1 point for each of the following: low service approval, sales reserves, equipment discounts, etc. **Must include black and color base – 1,000min for black and 500 min for color. If not, 1% of revenue will be discounted for each. ** If less than 10% margin is built in, commission starts at 5% of revenue and will decrease as listed above **% of revenue commissions deals do not qualify for GP bonus payout/Revenue bonus payout **Must have coversheet signed by VP with approval on ALL percentage of revenue commission
*There is an 8% admin fee based off commissions.
Compensation Rules 3. GPO Any Special Pricing (DIR, US Communities, Premier, SAS, SAS2, etc) ONLY paid at 20% GP *Does not qualify for 2% rev bonus or competitive displacement bonus
Splits & Territory Management 1.No 3-way splits. Compensation is paid to the person who set the appointment and the person who closed the deal. Any other involved parties should be spiffed. We pay Commission/Revenue to the appointment maker and closer. 2.Splits are for life. If the commission is split, revenue must be split as well. 3.When a rep leaves or is fired, their accounts are held in place for a new hire or for the rep that is moved into the territory. Those deals that were split with the rep who left, will now be split with the rep who fills their position 4..Relationships/Referrals- relationship, referral, networking, etc. trump territories. EX: if a rep creates a relationship with a prospect that is not in their territory (and the territory is a rep is not currently working with them) they do not have to split the deal. 5.Agent Dealer trumps all! If there is a conflict between reps on an account, we will refer to the activity in Agent Dealer to make the decision. 6.Splits between Markets: i.Mandatory split 50/50 between markets (revenue and commission) ii.Example: Rep A is in San Antonio but has a relationship with a company whose corporate is in DFW. Rep A splits the deal 50% with the rep in the DFW territory so that the account can be managed properly. iii.Does not apply to just branch locations (i.e. Brake Check- corporate is in Dallas, do not have to split locations in other markets). iv.The corporate location recognizes the aftermarket
*There is an 8% admin fee based off commissions.
Compensation Rules Splits & Territory Management Cont. Cross-selling comp for specialists: 8. One-time 10% commission payout (no revenue board credit) for new business (e.g. IT Account Manager finds a print or software deal in their IT account. OR specialist brings any new client.)
Teammate Leads 9. Any teammate (not in the sales department) that brings a deal is paid out as follows: -Small Deal - $100, Med- $250, Large-$500, Major- $1K+
REFI’S All refi’s must be approved by service. Refi’s comp is 10% of Revenue All refi’s will require a VP/Pres approval for commissions. PARTIAL refi’s- 10% of revenue on refi portion and normal commissions on the new equipment portion. You cannot refi a device twice. **We do not allow service and supplies only contracts unless you are taking over a competitive account. Rare exceptions, such as a retiring client keeping their device, require President/VP and Service Manager approval.
Upgrading Device And Leaving At Customer Site Reps can upgrade a device and leave it at the customer They will charge a refurb cost. They will need a service managers approval to do so and the manager will approve the click rates to be used. Rep will receive the appropriate comp plan. This is not a refi, because we are charging refurb cost.
*There is an 8% admin fee based off commissions.
Compensation Rules
Sales incentives $400K+ New business
P-CLUB LITE
$800K+
Presidents Club- Welcome!
NON-TENURED REPS*
SALES REPS CAN ONLY ATTEND PRESIDENT’S CLUB BY HITTING $800K ONE TIME, AFTER THEY MUST REACH $1M TO EARN THE TRIP AGAIN. ONCE A REP HAS EARNED THE $800K TRIP, THEY ARE NO LONGER ELIGIBLE FOR P CLUB LITE, WHICH REQUIRES $400K OF NEW BUSINESS
$1MIL
Presidents Club
$1.25 MIL+
Rolex
$80K+ MRR TWICE
Become an IT Shareholder
Must have print shareholder status before being able to buy in for MIT.
$1 MIL+ TWICE, AND MAKE $200K+
Become a Shareholder
$1.25 MIL+ THREE TIMES
A Rolex for Your Spouse
$1.5 MIL, $1.75 MIL +
Rolex Upgrades
Non-Tenured Reps Are Those Who Have Been With DOCUmation For Less Than Three Years. Update: President’s Club is now a program that includes both the annual President’s Club trip and the benefits previously associated with Million Dollar Club.
Short & Long Term Rentals Long Term Rentals MODEL
MONTHLY EQUIPMENT PAYMENT
B&W CPP
COLOR CPP
COLOR DESKTOP
$75
0.035
0.12
COLOR MFP WITH NO 11x17
$105
0.035
0.12
COLOR MFP
$150
0.035
0.12
*MUST be Tier 2 Rep is paid 2 payments up front for 12-month or more agreement. Rep is paid 1 payment upfront for less than 12 month agreement and more than 2 month agreement. If customer goes into renewals it is up to the rep to sign them up for another 12 months to get paid again. These are minimums reps can charge as much as they would like. $300 delivery and pickup fee.
Short Term Rentals 1. Minimum of 5,000 b/w allowance for $350.00 2. Delivery & Pick-upcharge of $300.00 3. Overage rate of .07 for b/w and .12 for color. 4. Rep will be paid 10% once VP is provided with proof that the final invoice has been paid (final meter). **Reps are not paid on rentals until there is proof of payment. There are 3 comps for short and long term rentals. 1.Under 60 days - 10% of what was rented. 2. 60 days to 12 months - 1 month payment. 3.12 months or more - 2 month payment. Branch Coordinators will track all rentals to show proof of payment.
IT/SOL/Specialty Commission IT Sales
IT Consultant
BOARD BOARD Board Revenue COMMISSION Commission Board Revenue REVENUE REVENUE
COMMISSION Commission
Hardware/Software
50%
10% GP
50%
10% GP
Service
1 Month
1 Month Rev.
1 Month
1 Month Rev.
Projects**
0%
0%
100%
0%
Smartboards Sales
COMMISSION Board Revenue Commission Hardware/Software
50%
50%
IT Consultant
COMMISSION Board Revenue Commission
50%
50%
Solutions SALES
Solutions Engineer
Board Revenue
Commission
Board Revenue
Commission
Hardware/Software*
50%
50%
50%
50%
Service
50%
50%
50%
50%
Professional Service**
0%
0%
0%
0%
IT/SOL/Specialty Commission Continued... IT and Solutions product revenue does NOT give the sales rep the increase to commission bonuses (10% GP for competitive displacement, 10of GP for over $35K and 2% rev bonus). IT Commissions are paid out at this rate for a 4-year new contract or a 4-yearupgraded contract. If client chooses a lesser term the commission will be paid out at the appropriate percentage of the 4-year term (ie. 2-year contract yield 50% commission and board credit of listed above amount). IT-If a client cancels a contract before it is set to expire, the commission paid will be reversed according to the term remaining. IT-No commission will be paid for contracts that auto-renew.
June 2026
DOCUPLAN 2 appointments per day
The Recipe For Success
44 appointments per month 15 assessments per month 5 closes per month - $16K avg $80K monthly $1mil annually
Phase 1 (priority prospects and upgrades) - $1MIL Phase 2 (assessments)- $250K
Phases
Phase 3 (proposed)- $250K Phase 4 (won)- $84K $84K x 12months = $1MIL ANNUALLY
*1 Appointment a week needs to be for IT, Voice, or Software Commissions are 25% of Revenue (on average) = $1MIL x 25% = $250K Plus - manufacturer points, President’s Club, Promos, trips, spiffs.
Virtues Do what you say YOU'RE going to do, when you say you are going to do it!
“Work” is defined as “Customer Interaction Time” aka “A Time"
Core Four Keep Clients
Gain Clients
Run as efficiently as possible
MAKE AS Much Money As You Can
Problem Solved OUR HANDSHAKE IS AS GOOD AS OUR WORD BELIEVE, PRACTICE, EXECUTE
4 Pillars
Proffesionalism
Prospecting
Rental Agreement
Assessment
No person is free who is not master of himself -Epictetus Money is a good servant but a horrible master The confident ask questions to learn what will connect. The Insecure just keep talking with the hope something will stick. Complaining about a problem without posing a solution is called whining -Teddy Roosevelt The sum of what you do every day is who you are Don’t lose ground. Harder to regain than keep. Don’t ever go backward during tough times. Success is intoxicating. Failure is humiliating. Walk with the wise and become wise -Proverbs 13:20 Trust but verify -Russian Proverb Do the most of what you do the best -Max Lucado I can only spend my day on things I can control All mankind is divided into three groups: those who are immovable, those who are movable, and those who move. -Benjamin Franklin Discipline not desire will determine your destiny There is no growth without something being torn down and rebuilt. You must have tension/challenge in order to grow. Just like a muscle. Be like the ant egoless and hardworking, Humble and Hungry -Jim Collins
Phase Report This section will teach you how to manage your Pipeline and Phase Report You will find your Pipeline in Agent Dealer under Board Credits PROSPECTS - Any account that seems to be a good fit for DOCUmation. This stage helps you manage of the prospects that you never want to forget.
PRIORITY PROSPECTS - These are “warm leads”. You have a relationship and anticipate them making a decision in the next 12 months.
UPGRADES FOR CURRENT YEAR - Any client that is hitting the 36-42 month
mark that calendar year and will be upgradeable. *don’t forget your cash customers in these upgrades. ASSESSING - Prospective clients that you are performing assessments for
BUILD PROPOSAL - This stage is a list of all proposals that you need to build asap. PROPOSED - Any deals that you have already proposed and you need a yes or no on partnering asap.
VERBAL - A deal that has verbally committed to partnering with you. FORECASTED -You are forecasting that we will deliver and fund the new client this month. WON - You have delivered and turned in complete sales order for you new client. LOST - The prospective client chose a competitor. Phase 1- Priority Prospects and Upgrades for Current Year Phase 1 identifies the prospects that you have an opportunity to sell to this year. You should have $1mil in this phase. Phase 2- Assessing and Build Proposal Phase 2 identifies the prospective clients or upgrades that you are currently assessing Tenured reps should have $250K min in this phase. Phase 3- Proposed, Verbal, and Forecasted Phase 3 identifies what has been proposed and is an opportunity to close. Tenured reps should have $250K min in this phase. How to interpret your Phase Report Take the total of Phase 2 and 3 and times that amount by 2. A tenured rep with $250K in Phase 2 and 3 is on track to hit $1mil. *if the rep keeps their pipeline this full for the entirety of the year. On average, you will close 1/3 of your Phase 3 each month. Your Phase report will better predict your success that your instincts will. Make sure to constantly manage your activity by your pipeline and phase report.
Schedule Time
Job Duties
8:00-9:00AM
Call Hour
8:00-10:00AM
Make 2 Appointments Before You Leave The Office
10:00AM-4:00PM
Prospect, Appointments, Assessments, ACCT Rev’s
12:00-1:00PM
Lunch/Drive Time
4:00-5:30PM
Paperwork, Proposals, CRM, Daily Team Meeting, ETC
Minimum Expectations 30+ Cards Daily 2 Appointments Daily
Time Management A B C T I M E
TIME MANAGEMENT IS CRUCIAL TO YOUR SUCCESS IN SALES 90% of your time should be spent in CUSTOMER INTERACTION TIME aka “A” TIME. That means you should spend 7 hours of your day – prospecting, calling, meeting with clients, or closing deals. 1 hour of your day should be spent on “B” time. Filling out Agent dealer, building proposals, researching major account contacts, etc. The typical mistake a rep makes that causes them to not have success: Talking too much with peers Spending too much time driving Spending time on emails and database management, and not in customer interaction time. You should only leave the office once a day. Many reps will leave the office to prospect, come back to make a few calls, leave for lunch, come back after lunch, catch up on office activities, and then leave home. They are spending 25% or more of their day driving. The best plan is to make your appointments before you leave the office each day and only leave the office for meeting with prospects or clients. Only come back to the office to finish off your day. If you do not have meetings with prospects or clients, stay in the office, make calls and only leave for lunch.
The Solution For Managing Your Time Best Is To Plan Out Have Your Day Mapped Out And Have All Items Needed To Maximize Your Next Day. Forgetting your cards or call list, forgetting your tablet or suit jacket, etc.. can be a waste of an hour of your day. In sales, you are only paid when you sell deals, maximize your time towards selling. Lastly, make sure to schedule your appointments effectively. DO NOT let a prospect tell you when to meet. Make sure to schedule your first appointment before or after lunch and then build on top of that.
Vocabulary Fill Out Each Definition:
ERP CRM AP AR QBR SALES RESERVES/ ATTACK CREDITS
EOB BOL PO EMR MFP/MFD FREIGHT IN/FREIGHT OUT
COMPLIANCE
TRACEABILITY DAYS SALES OUTSTANDING BUSINESS CONTINUITY
AR AP HR
BACK OFFICE FRONT OFFICE GP GM OI
Professionalism Pillar #1
Appropriate Business Attire is a must. Options- suit and tie, suit and no tie, blazer, dress shirt, and slacks. Polos are fine for days not meeting with clients. Must manicure any facial hair and haircuts. No neck beards. Study proved that blue suits and red ties sold 20% more than any other colored suits and ties. Use impeccable manners. Grammar and punctuation is so important when communicating with clients. Goal is to be viewed as trustworthy. Take every opportunity you can to differentiate yourself by earning trust. EX: tell prospects you will call them at 9AM tomorrow. Call at 8:58 and when client answers, tell them that you told them that you would call at 9:AM. They will check and it will set you apart. EX: build trust through google reviews, reference letters, client referrals, have proof that you are trustworthy.
Do what you say you are going to do, when you say your going to do it. Follow this motto and all success will come.
Prospecting Pillar #2 Manager Will Choose Two Verticals For You To Focus On. The Branch Coordinator will print out the 2 vertical lists Begin Complying Your Top 100+ Best Prospects In Your Territory As You Identify While Prospecting. The accounts are typically$25K plus of opportunity. Your Manger Will Give You ZIP Codes In Your Territory. Print out each zip code so you identify the boundary lines. Prospect All Non-Retail Business In Your Territory. Go door to door to each prospect and leave them a card of yours Ask for the business card of the decision maker for the business. The goal is to get the card of the CEO, COO, CFO, CIO, Administrator of the doctors’ offices, Director of IT, Director of OPS, etc. It should take no longer than 3 months to visit each business in your territory. Be confident and not too chatty. Leave your card and get a card. Many times you will meet the Decision Maker while prospecting. Make a good impression and schedule an appointment to meet with them. Don’t meet with them on the spot. Be respectful to the receptionist. Many times they are influential in the decision or related to the decision maker. Never get into a fight with the receptionist. Be respectful and prospect them again in the future. Compile And Organize Your Business Cards Into A 3-Ring Binder. During the 3 months, call everyone you prospect. After the 3 months, call all from beginning to end and then start over (should take 1 month). Consistently Call Your Verticals, Top 100+, And Any Other Accounts That Look Like Best Opportunities.
The Best Dang Selling Script Of All Time!! PHONE SCRIPT: JORDAN: John. Jordan Abshier with DOCUmation. I’d like to get 10 minutes with you - to make you aware of all that we do and how we might be a valuable partner to you. I work with (half of Huebner Rd), (all of the churches on Huebner), (a third of your building), etc. [make broad references or specific if you have great ones that they will recognize] I will be next door at (Huebner Creek Health and Rehab) on Thursday. Can I squeeze in for 10 minutes between my appointments? I will also be on Huebner next Tues and Thurs and have 11:00 open both days. Will either of those times work for you? JOHN: What do you do? JORDAN: Technology Solutions, but again, if you can meet this Thursday, I’ll explain all that we provide and let you choose if it’s of value to you.
NOTES: Keep fighting for the appointment. 99% of the time they do not flat out say NO, they just keep making up excuses. DO NOT let them win. If they say call me next week- say- let’s get the appt on the calendar for the following week because I book up quickly. If you are not able to get them to set an appt time and you have exhausted all efforts, then say-“WHEN can I call you back to schedule your appt with you”. Emphasize WHEN and let them give the idea that you will not stop calling till they meet with you. DO NOT ever stop rebutting DO NOT answer the questions. Turn the question on them. Be purposely vague so they have to meet with you to find out what you do. DO NOT ever, ever, ever say JUST. Don’t be overly sweet, don’t nervous laugh, don’t BS, don’t ask “How are you today?” Make sure (without saying it) to let them know you will NEVER, ever stop calling them till they meet with you. The only way they can get you to leave them alone is by meeting with you, and then they will never hear from you again if they are not interested. In other words, let them know that they need to meet with you and if they are not interested, they will never hear from you again.
Sample Email *You will not have success from sending emails but emails are good additions to phone calls.
Hi ____, I’m reaching out to see if we can schedule a brief 10-minute meeting with you in the next month or so. We currently work with the Spurs, Whataburger, Pape Dawson, HEB, UTSA, San Antonio Business Journal, the Area Foundation, and many more when it comes to business technology. Please let me know if you have a 10-minute slot for a quick introduction - we'd love an opportunity to connect. Thank you.
Email signature
Appointment Talk Track 7 Steps That Work Every Time
1. Be Confident And Quiet. Introduce yourself to the prospect. Be polite but do not talk very much on way to their office. 2. Be In Control Of The Meeting. When you sit down, do your best to have them speak first so you are in control of the meeting. The person speaking is the person who is out of control. The goal of the meeting is to say little and ask questions and convince them you are trustworthy. 3. Reply With Layering Questions. “Thank you for taking the time to meet with me. This meeting will take all of 10 minutes unless you would like to continue longer. We are a Technology Solutions Company. We provide IT, Print, Voice, and Software (FM, and Print Shop as well). Do you have any needs, pains, or challenges in any of these areas?” They will either open up with why they agreed to meet with you and the struggles they are facing OR they will ask more about one of these services. Give a precise and quick explanation – “We provide IT services from renting laptops and servers to fully managed IT services.” Then ask another question- “Do you have any challenges with your current IT setup? Have you noticed a high cost of consumables for your printers? What issues do you have with your phones?” Take notes - Write down the key challenges and needs they have. Once you gather all needed, recommend a print analysis or a follow-up meeting with the specialist division. 4. Schedule Next Steps: Pick a date that works best for the client to meet about the next steps for them. The goal of the meeting is to begin an assessment, schedule a follow-up appointment with the software or IT specialist, or give a quick proposal on replacing their Multifunctional Product (MFP). 5. Research. Once the next meeting is scheduled, get a copy of the leases and expenses before leaving if applicable. 6. Say Thank You. Send a follow up thank you email or thank you card after the appointment and bullet point the next steps and action items. 7. Establish Credibility. Give them a link to our google reviews to help build trust.
Rental Pillar #3 We have the most unique acquisition model in the industry! Our clients pay for what they have and not what they used to have. Clients have the flexibility to upgrade or downgrade at any point with no financial penalty or buyout. This is unit for unit program. You can’t reduce the fleet using the rental. The rental is how you build and maintain a customer for life.
Competitor's Lease
DOCUmation Rental
$1,000/mo for 36 months
$800/mo for 63 months
Customer Expense: $36,000
Customer expense $28,800 with exercising the Rental at 36 months with no penalty
In both scenarios above, the customer gets new equipment at 36 months. With our rental, we now have a Tier 2 piece of equipment to redeploy to offset any losses from the first deal. Exercising the Rental requires a new Agreement be signed for a new term. The old agreement ends when a new agreement is signed. It can be co-term or it can have a 63 month term. Usually, the new term is for 63 months.
Rental = Customer For Life
Assessment Pillar #4 Scheduling a large print assessment Your mentor or manager will join and teach you how to do this best. If you scheduled a follow-up appointment with the software or IT specialist, they would convince a prospect to begin the assessment and will teach you how they perform this. If it is a small print opportunity, follow the below steps: You will find many opportunities to give quick proposals on replacing small desktop MFPs like HP. The goal is to give a quick recommendation and move on so you don’t waste a ton of time on very small opportunities. Identified that the prospect has needs or pain with their HP/DELL/EPSON desktop MFP How many reams of paper do you go through monthly?1 ream is equal to 500 pages. What percentage of the printing is color versus black? 10%? What is the cost of the black cartridge and the cost of the color cartridges? How often do you replace your printer due to it breaking? What is the cost of replacing? What other pains do you have, other than the high cost of the cartridges/consumables? Show them reference books and google reviews. Get the deal signed on the spot. EXAMPLES: 1 HP color desktop MFP Pain: jams, drops off network, breaks constantly. High cost of cartridges. Would like a commercial grade device that is managed? 2 reams of paper a month (1,000pages monthly) 10% is printedin color, Black is $70 per cartridge and they use 1 a month. Color is $150 per set of color and they use once a quarter. They spend $120 a month for 900 black and 100 color impressions monthly. Let them know we can keep their payment the same for a color desktop MFP that is fully taken care of by us. If it breaks, we fix it, no hidden fees. 63-month agreement. **the best way to ensure a smooth process is to always schedule next steps and meetings on your current meeting. Find opportunities to prove you are trustworthy. Don’t speak much. Listen to understand.
Assessment Flow Pillar #4 • Target High Return On Investment Accounts • Use Prospecting Approach For Top Level Contact For Appointment • Build Rapport With Top Level Contact On First Appointment • Demonstrate Executive Summary to Top Level Contact • Close On Site Survey By Gaining Commitment To Confidentiality, Access to Information & Cooperation • Give Site Survey Letter to Top Level Contact to Send to Department Managers • Meet With Top Level Contact to Ask Pre-Site Survey Questions • Have Top Level Contact Give You Personal Handoff To MIS, And Accounting Contacts • Give Accounting Manager A List Of Contracts And Invoices Needed For Review • Build Rapport With MIS Contact • Interview For Objectives In Managing Documents, Network & Applications Information • Gain Approval From MIS Contact To Obtain Printer Configuration Pages • Call Department Managers To Confirm You Are Coming To Perform Site Survey • Visit Accounting Office To Review Invoices And Contracts And Obtain Cost Information • Interview Department Managers With Survey Questions • Inventory, Map and Obtain Volumes From Output Devices • Meet With MIS To Let Them Know That You Are Finished With The Survey • Meet With Top Level Contact To Ask Post-Site Survey Questions • Begin Compiling The Gathered Information (Spreadsheets, Maps, etc) • Author And Publish Executive Summary Findings • Present Executive Summary Findings • Convert The Approved Recommendations To Proposal, Specifications And Gain • Approval To The Contract
Findings Following the assessment, and prior to the findings meeting, always have an internal round table discussion; this should involve your manager, and core reps, along with the analyst and any specialists. The best proposal is the findings appointment. Many times you are able to close the deal on the findings appointment. The goal of the findings is to confirm that we have accurate information and are building a case to partner with them. The best work you can do on the findings meeting is to build the solution with the influencer or decision maker so they feel as if this is their idea and their solution. People tend to make decisions easily when they believe it is their idea.
ExampleYou have confirmed that objectives, challenges, and findings are accurate. So you now let the client know the idea you have for replacing their current fleet (or solution) with our fleet and how that keeps their payment the same. And give them options for raising their price with a better solution. The hope is that the client has chosen to partner with you at this point and you are letting them know that together you will find a solution that will match their needs. The solution can save them money but they will have to pull out equipment, it can keep the payment the same and this is the solution that meets that, or you are raising their cost because they have needs that cost more.
Proposal Talk Track The best proposal for a normal size deal is given on the finding’s appointment. Schedule the finding’s meeting with all involved in the decision-making. Give an overview of all you have discovered Begin with the objectives they gave you. Continue with the challenges and pains you have found Give an overview of their current expenses. Get confirmation of the findings. Recommendation/proposal Ask them, what solution would they like to see and budget. Discuss the plan they have come up with and if it will raise, lower, or keep their payment the same. Before the meeting, build a few options that make the most sense and know how much those solutions cost. As you grow, you will be able to lead them to your desired solution. EX: if they said they want to cut 10% but want everything replaced like for like. Brainstorm with them on how you can find 10% savings. Many times, they aren’t willing to lose anything so they will pay a higher amount. The outcome of this exercise is that you did not give your best proposal and walk away. You are building a solution with them and the way they want it. You are now a consultant, not a salesman. It’s just a matter of what option they choose with you. Lastly, Ask For The Deal Have a power statement that you are confident saying EX: “so are we going to do this or not”, “in Texas we shake on deals, are y’all ready to shake on this”,“is this a no brainer”,“are you ready to partner with us”. You must ask for the deal.
Account Review Meet with client Ask them “how we are doing?” Do they have any needs or challenges we can fix? The majority of the time they will go on about how great we are. If so, the outcome of the meeting is to get google reviews, letters of recommendation, references to other prospects, and remind them of all the other services we provide. If not, listen to their concerns, needs, and pains. Reiterate their concerns to make sure you understand and Tell them you will find a solution. When back at the office, send an email of their needs and action items to confirm. DO not drop the ball, find the solution, and over-communicate till it is solved. Customers don’t mind that we fail or make mistakes. They mind when we don’t follow through and fix them. Accuracy and timeliness is the focus here. After each account review, your job is to send an email with a subject line stating: “Follow up to account review.” In the message, you will state it was great to catch up and then write: “Action Items:”. Bullet point each problem and ask them if there is anything else you need to work on. Let them know that you are working on these issues and give them a date you will follow up on progress. Make sure to cc your sales support, manager, clients that attended, service supervisor, etc. *Be careful to not reply to the string with internal communication. On the date promised, reply to the email string with all accomplished and what else is remaining. If you do not have an answer at that time or do not have resolved, let them know and give another date that you will follow up with progress. Continue this process until all problems are solved. Once accomplished, ask the client if they have any other needs at this time. You can re-emphasize during the process that you have not forgotten about them and that they are truly important to us as a client. Meet with small customers at least annually. Medium size clients at least semi-annually. Large quarterly The goal of the account review is to keep up relationship and build TRUST so your customer knows that you didn’t disappear after the sale. And to inspect for any service issues or challenges, so you can solve them. Majority of clients will exclaim how happy they are with our service and your account management. Make sure to follow up with an email requesting they leave us a google review, Facebook review, or a quick letter of recommendation.
Crisis Account Management If a client relationship turns confrontational, immediately loop in your Manager and your Sales Support Team. The core job of our Sales Support Team is to keep customers and to problem solve. Let your team jump in and help to resolve and keep the customer. Managers can intervene to help make a client feel that leadership cares about them and their business to instill that their business is the most important thing to us. The main focus in these situations is to listen and overcommunicate. If a client chooses to leave us and (is not replacing us with a competitor), please hand off the account to the Manager and Sales Support Team. The client will need to provide us with a letter of cancellation, and we will need to coordinate the pick-up of the equipment at end of term. We do not charge past clients to pick up their equipment. If a competitor is replacing us, the competitor will handle all off boarding and shipping. We must make sure our clients have a wonderful experience off boarding; your Sales Support will make sure this is the case.
SUMMER 2024