Vertical Marketing Trainingis.team/wp-content/uploads/2016/04/vertical-marketing-training.pdf ·...

Vertical MarketingTraining

Table of Contents:

1. Certified Public Accountants

2. Churches

3. Construction/Engineering

4. Education

5. Graphic Arts

6. Healthcare

7. Legal

8. Manufacturing

9. Pharmaceutical

10. Real Estate

11. Wholesale

Covered Verticals Include:

Certified Public Accountants

IBSOver the last few months I have been working with clients in the Accounting Industry helping them to keep costs down while providing in house color at the cost of black & white. We have been able to provide a comprehensive solution at a competitive price.

Needs/Applications…. Tax Returns (Application Compatibilities) Scanning (Client receipts, efilling, storing client information..) Forms for tax deduction

Xerox’s Competitive Advantage!!!! Application compatibilities CRU, Easy of use, … Store Print/Re Print (Tax forms on the device) MAC contract for AICPA

What Should I Pitch???? WC5600 or 4595/4112 Series (Scan to desktop, color invites, …) ScanFlow Store, Xerox accounting….

What Deal Works Well Here???? Deal # 3, and #4Click here for Industry Marketing Information

To view the above link outside of presentation mode please right click on the link and select “Open Hyperlink” / Also can be found on the OneSource site collection 96812

https://www.thefic.xerox.com/dsweb/View/Collection-96812

Churches

IBSOver the last few months I have been working with clients in Churches helping them to keep costs down while providing in house color at the cost of black & white. We have been able to provide a comprehensive solution at a competitive price.

Needs/Applications…. Bulletins for weekly service Special events (baptismal, weddings, ….) Forms for tax deduction

Xerox’s Competitive Advantage!!!! Color enabled multifunction devices Low cost color ( saves on out sourcing) Store Print/Re Print (store forms on the device) MAC contract for non profit organizations/churches

What Should I Pitch???? WC5600 or 7600 Series (Scan to desktop, color invites, …) DC 242/250/260 (DFE: Bustled or External EFI)

What Deal Works Well Here???? Deal # 1, and #4Click here for Industry Marketing Information



Construction/Engineering

IBSOver the last few months I have been working with clients in theConstruction/Engineering industry in eliminating the time and cost associated with traveling to various sites to see current plans and diagrams. What we were able to show them is a way to store and redistribute their hard copy documents electronically thusimproving access to the correct and current information and allowing staff to keep on top of any changes.

Needs/Applications…. Archiving blueprint, invitations to tender, invoices, etc, Accessibility to correct and current plans Quickly modify existing work orders and invoices when changes occur

Xerox’s Competitive Advantage!!!! Xerox Text Searchable Scanning, EIP Scan to Desktop, Scan file size, Scan quality Engineering Applications (AutoCad….

What Should I Pitch???? WC5600 Series (and Scan to PC Desktop, Scan to E-mail…..) WC7600 (and Scan to PC Desktop, Scan to E-mail….. ) Scanning Solution (e.g., ScanFlowStore, Docushare, SMARTdocument Travel, etc.)

What Deal Works Well Here???? Deal # 3 and #4

Click here for Industry Marketing Information



EducationIBSOver the last few months I have been working with school districts to win back time and money on the copying and printing front. We’ve found a great many surprising ways to do that.

Needs/Applications…. Student Records, Student ID copying Teaching Collaterals, daily student assignments, quizzes Newsletters, Year books, Report cards, Event /Sports Programs, Phone Dir…..

Xerox’s Competitive Advantage!!!! IT departments love our support modes and styles Xerox policies and procedures (we make a very good partner). Scan to Desktop, information Security, testing, Doc Sharing…. Xerox school contracts & Service Plans (K-12,…..)

What Should I Pitch???? Departmental B/W and Office Color MFD’s RAK Assessment Docushare + Gravik Test Scoring system Production monochrome (color scanning, copy mail boxes,….)

What Deal Works Well Here???? Every single one of them! (except #3 – State Laws generally do not allow for

bundled items or gifts-check with your Owner)




Graphic ArtsIBSOver the last few months I have been working with clients in the Graphic Arts industry showing them how Xerox’s new digital technology can provide their customers with short-run, high quality, full color documents while offering a high return on the equipment investment.

Needs/Applications…. Ability to do Personalized data Wide Format: multi panel images, posters etc. Benchmark Reliability and Ease of Use Color quality, Color Matching, Color Consistency, … Cost per page

Xerox’s Competitive Advantage!!!! Partnerships with numerous front end manufacturers (CREO, XMPIE, best for variable data) Outstanding image quality at high speeds Color quality, Color Matching, Color Consistency, … Wide range of media, SmartKits, Service,…..

What Should I Pitch???? DocuColor 242/252/260, DC700/5000/7000/8000 DFE: Fiery, Splash, CREO, FreeFlow Server

What Deal Works Well Here???? Deal # 4 and #6 or Trial




HealthcareIBSOver the last few months I have been working with clients in the Healthcare industry helping them improve security measures with their medical records. What we were able to show them is a way to store and redistribute their medical records electronically thus cutting down on storage and paper consumption with an emphasis on reducing overall costs.

Needs/Applications…. Emergency Admissions Forms/ Wellness Information Patient Charts/Records, HIPAA compliance….. Insurance Forms (eform) Medical ID copying

Xerox’s Competitive Advantage!!!! Store Print-Re Print/ID Card Copy Xerox Text Searchable Scanning Scan (Medical & Consent form, Insurance…..) Industry Compliance(Congress mandate -2014)

What Should I Pitch???? WC5600 Series (and/or Scan to desktop) WC7600 or 7300 (Space is an Issues) RAK Assessment

What Deal Works Well Here???? Deal #3, # 4 or TrailClick here for Industry Marketing Information



LegalIBSXerox is working with small and medium size law firms to simplify document capture, routing and archiving through Xerox legal market imaging solutions. This has helped our customers to dramatically increase their productivity and respond more quickly to their clients. How has your firm responded to the greater demand for faster turnaround of legal documents?

Needs/Applications…. Many law firms moving to paperless – Document Management Systems Need for better time management and office efficiency to maximize billing. Compliance Requirements – Document Security Bill Back, e-Filing,

Xerox’s Competitive Advantage!!!! Scanning, Scan to Mailbox, Scan Compression, and encrypted hard drive on MFD. Xerox Text Searchable Scanning e-Filing, e-Discovery, Bate Stamping, OCR, Scanning compatibility with Legal Document Management System Tracking Copy, Print, Scan & Fax (profit center) Xerox MFD’s total lockdown security to communicate client info via email or fax.

What Should I Pitch???? WC5600 or 7600 Series (Scan, Bate Stamp,….) Monochrome Production 4595 and 4112

What Deal Works Well Here???? Deal # 3 and # 4




ManufacturingIBSOver the last few months I have been working with clients in the Manufacturing & Industrial industries helping them improve productivity. What we were able to show them is a way to store and retrieve their documents electronically thus cutting down on storage and paper consumption with an emphasis on reducing overall costs.

Needs/Applications…. Training Manuals Drawings M.S.D.S. (Material Safety Data Sheets)

Xerox’s Competitive Advantage!!!! Store Print-Re Print Xerox Text Searchable Scanning Scan to Desktop

What Should I Pitch???? WC5600 or 7600 Series (PCL Driver Scan to desktop) WC7300

What Deal Works Well Here???? Deals #1, #3, #4 & #6




PharmaceuticalIBSIn working with other Pharmaceutical companies, I have been able to improve the way in which marketing and business materials are kept up to date. Is this a concern in your office as well?

Needs/Applications??? Customer Surveys & patient info ( variable data and tracking ) Convention Invitations, training materials. Forms, labels & packaging, - bar codes or serialization. FDA reports, changing regulations, Training materials

Xerox Competitive Advantage!!! XMPIE variable data ( business partners ) – NIAP –privacy. Can handle heavy stock specialty paper, Tabs, inserts- heavy stock paper. Form Typer, ScanFlowStore NIAP Certified

What should I pitch??? WC7600/7300 series, scan to PC desktop and ScanFlowStore. WC5600 or 4112, 4127 depending on volume of FDA reports depending on volume of FDA reports.

What deal works well here? Deal #3 and #4




Real EstateIBSXerox. Over the past few months I’ve been working with companies in the real estate industry

and have found that cost control and the need to print color on demand are two common concerns. I’ve been able to help other companies bring their color jobs in house, allowing them to print on demand for under $0.10 /page. Is this type of cost reduction of interest to you? I would like to set up a time to speak next week so we can talk about your business and what direction you would like to grow in. In the meantime, I will mail some color samples out to you, so you can have a look at the type of quality we offer.”

Needs/Applications…. Sell MLS Listing, Listed/Sold Post Cards, Newsletters… Business Cards, Open House Brochure Property Description Flyers, State & Local Government Regulations

Xerox’s Competitive Advantage!!!! Scan to Desktop/email, Ease of use, CRU High quality Color, Wide Range of Media Xerox Service, Security, Accounting….

What Should I Pitch???? WC5600 Series with appropriate scanning solution WC7600 Series with color scanning solution DC242/252 with Bustled or External rip





WholesaleIBSXerox has worked closely with Wholesalers in order to understand their document management requirements. Once we capture their requirements we have been successful in assisting customers in attaining their corporate document strategies. These may include limiting paper documents, security concerns and cost cutting.

Needs/Applications…. Order and shipping documents, labels and forms (NCR Stock) Bar code reading capabilities for storing or directing documents Text searchable OCR for inventory control Security to protect intellectual capital Environmental concerns

Xerox’s Competitive Advantage!!!! Scan Flow Store DocuShare OCR Scanning Printing on NCR stock Security Features

What Should I Pitch???? WC5600 Series with appropriate scanning solution WC7300 Series with color scanning solution Phaser 8860MFP





Table of Contents

1. Buy now, pay later

2. Service Holiday

3. Bundling in a piece of equipment

4. Cost per Copy

5. Down Payment

6. No Risk Lease

7. Extend – a – Lease

Deal #1 – Buy now, pay laterCustomer says: “We love Xerox and would love to go with your recommendation but our budget just doesn’t allow it for now. Call us back in a few months, we should be able to buy it then.”Method one

What to do:

Delay the first two or three months of the customer’s payments by using “Prepaid Months”.

How to do it:

This is available for Lease or Installment Sale.

Go to the Incentives and Discounts screen in ValueQuix and choose the number of months required.

Adjust Cash Discount to make payment align with quoted price.

You can lengthen the term of the lease to accommodate some of the cost of prepaying months.

Rules to deal by:

Credit worthy commercial customers limited 12 months.

High risk customers limited to 3 months, if qualified.

All government customers limited to 3 months.

All government customers must pay at least one monthly payment in the fiscal year the equipment is purchased.

Not available for accessory add-ons, XBS DMA or MAC contracts.

Cost per Copy contracts must have supply meters paid based on usage.

The proper adjustment period must show on the XOA

Deal #1 – Buy now, pay later…cont.

Method Two

What to do:

Get the order signed and choose a delivery date that meets the customers needs.

How to do it:

Go to the Configure Product Screen in ValueQuix and choose a Customer Requested Install Date that satisfies the customers needs.

Rules to deal by:

The customer is not committed until the equipment is installed.

The competition can still get in there and sell them something.

The customer can get buyer’s remorse and cancel the deal.

Limit - delivery can only be delayed by 60 days

Deal #2 – Service HolidayCustomer says: “I want to buy, but know that upper management is going to want more. Let’s look at a warranty but I wouldn’t mind looking into an option that would allow us to ease into the new monthly payment as well. Can we do that?

What to do:

Use Range Dollars to buy a warranty period for the customer. Works best for customers who want to ease into a higher lease payment or who are trying to get to the end of a budget year with as little price increase as possible. This also works well for the customer that wants something ‘thrown in’.

How to do it:

Go to the Incentives & Discounts screen in ValueQuix and select the number of warranty months needed.

Give additional discount dollars equal to the cost of the warranty to lower lease payment back to where it was.

Show the proper adjustment period on the XOA.Rules to deal by:

Price often varies with the duration, i.e. the longer the warranty period, the higher the monthly cost.

Example – the 5626 has a cost of $120 per month if the warranty does not exceed six (6) months. The warranty cost increases to $145 per month for all months with warranties between seven (7) and twelve (12) months.

There are various limits to the length of the warranty on our products. Please check these before quoting customer.

Cost per Copy customers have to pay supply meter rate on all copies made during the warranty period.

Deal #3 – Throw in an extra piece of equipment

Look up pricing under Extended Warranty Pricing.

Customer says: “I’ll be honest, everything looks great, but Canon is offering a better deal and I just can’t overlook that. Throw in a free product to make this deal look better to my purchasing manager.”What to do:

Include a second product. How to do it:

Add a second unit to the ValueQuix worksheet. It must be on the same the worksheet and should be the last unit.

Change the sale type of second unit to Cash Sale/FSMA or Cash Sale/CPC or Cash Sale/Time & Materials.

Choose and configure the product to be added.

On the Incentives and Discount Screen make the Cash Discount equal to the Sub Total Invoice. This will make the Sub Total Invoice on that piece of equipment $0.

Rules to deal by:

You must have enough range dollars to pay for the product that you are giving away. Mid volume, High volume and Colour products are your best choices when doing this.

To be effective, the customer must want this product.

You have to decide on what to do about service on the free product, i.e. warranty included for a selected time period or FSMA/CPC.

Deal #4 – Cost per CopyCustomer says: “I am paying too much for supplies (or) I keep getting all these bills, one for my lease, one for my service, then another for supplies.”

What to do:

Include the consumable supplies in the service print charges.

How to do it:

Set up the worksheet as you normally would.

Choose Fair Market Value/Cost per Copy, Fixed Purchase Option/Cost per Copy , Cash Sale/Cost per Copy or Installment Sale/Cost per Copy.

Go to Service/Cost per Copy screen and choose applicable service plan.

Click on CPC Questions and input the correct expected meter usage in the Auto Replenishment area. This can be done month by month or all at once if the usage is expected to be level.

Free Service for first three months or bundle free Color copies, (see Q1 Actions)

Rules to deal by:

Can not put Fax machines on CPC.

On color copiers, the B & W meter allowance must be zero (0).

On color copiers, Meter 1 is the meter for colour copies.

Deal #5 – Down Payment

Customer says: “The recommendation looks great, but there is no way we can afford that payment.”

What to do:

Get the customer to give a down payment to lower the payment

How to do it:


Go to the Finance Screen and add the down payment in the appropriate space.

Get the customer to send check to nearest billing centre and get them to fax copy to you. The customer can also pay this down payment with a credit card.

Rules to deal by:

You must send a photocopy of the check to the CBC with your order.

The down payment can not exceed 50% of the sales quoted price.

Minimum amount to be financed after down payment is $1000.

If the down payment lowers the price below $2000, the interest rate will increase by 5 points. *

Deal #6 – No Risk LeaseCustomer says: “Everything looks great but I want to try it out for a few weeks/months before making my final decision.”

What to do:

Give the customer a No-Risk Lease. In this situation the customer would payment a usage charge for the time they had the copier under the No Risk Agreement. If the customer did not want to keep the copier after this time, they could return it to Xerox without penalty.How to do it:


Go to the Unit Screen and choose thirty (30), sixty (60) or ninety (90) days.

Enter the thirty (30) day No-Risk payment amount. ValueQuix will automatically calculate the sixty day (60) or ninety day (90) payment.

Rules to deal by:

Must be carefully followed. The customer will not convert if they are not happy. Help from the field can be critical in assisting customer satisfaction during this time..

The deal will be counted as revenue after No-Risk Lease has converted.

Can be used for Fair Market Value or Fixed Purchase option lease, Cost per Copy or FSMA.

Document Centre, Color Products and Light Lens (5845 or higher) are eligible.

Deal #7 – Extend-a-Lease

Customer says: “We’re all excited about the new product that you are recommending, but I’ll be honest, we will have to wait until the old lease is done.”

What to do:

Refinance their current balance while selling your customer a new product.

How to do it:

Set up the worksheet to sell the new product as you normally would.

Go to the Trade Screen and select ‘95 Balance termination without trade’, enter the serial number of the unit that you are refinancing.

Rules to deal by:

The total time financed for any product can not exceed 84 months.

Minimum term is 12 months.

Minimum amount to extend contract is $300.

Customer must make at least 12 payments prior to extending

No contract extensions solely for purpose of obtaining lower finance rate.

AdditionalTeleprospecting Talk

Tracks

Job Aid Guide

Current Customer: Halfway (or more) through a lease“Good morning, my name is _________ and I am your account manager at Xerox. Right now is a great time in your lease to determine the most cost effective service plan for your business based on your print volume and applications. I’d like to set up an appointment either next Wednesday or Friday to talk about your options – which day is better for you?”

Current Customer: Halfway (or less) through a lease“Good morning, my name is _________ and I’m with Xerox. I see that you have leased some equipment with Xerox, and I am meeting with our customers to make sure that Xerox is doing everything we can to keep your business running smoothly. Would next Tuesday or Thursday work for you?””

Current Customer: Purchased equipment“Hi there, my name is __________. I’m your account manager with Xerox. I see that you purchased Xerox equipment a few years back. We would love to meet with you very briefly to conduct a customer care review and make sure that Xerox is doing everything we can to help your business. Would next Wednesday or Friday work?

Current Customer“Hi Mr. Charles, my name is ____. Our records show that you currently use Xerox exclusively for all copiers and multifunction equipment within your organization. I trust these devices are performing effectively for you. I wanted to make you aware of our print management service which has been well received by other Xerox customers in your industry. May I ask you a few quick questions to see if this might be a fit for you? ... great. Does your organization have an accurate inventory of all of the printers used by the employees in your area and throughout the company? …Oh, ok, you don’t. Does your organization currently have a system in place to accurately track all print volumes and their subsequent costs? …Oh, you don’t? Mr. Charles, perhaps we should get together to discuss how we’ve helped other Xerox customers recover some of these uncontrolled costs. Are you available next Tuesday at 10 am?”

Non-user – Legal Industry“Good afternoon, my name is __________ with Xerox. Xerox has recognized a need in the legal industry to increase billable prints, scans, and faxes back to the client. Currently many law firms are losing money because of an inability to track and account for these potentially billable items. We have helped other law firms realize profit in document management. Who in your firm would be interested in discussing accounting methods for prints, scans, and faxes that can be billed back to the client?”

Non-user – Manufacturing (asset oriented)“Hi, I’m ___ with Xerox. We are aware of a need in your industry to improve brand image and ultimately drive increased revenue. Xerox has helped other manufacturing firms deliver a fantastic image without a huge burden on their budget. Is this an area that is a priority for you? If so, we are setting appointments for your account manager come visit with you and discuss possible solutions.”

“Hi, I’m _____with Xerox and we have recognized a need in the manufacturing industry. Due to the nature of your work, office applications can be cumbersome and some filing systems are just archaic and not easy to use. How great is the need in your office for increased organization and less burden on the administrators? Great, let’s set a time for your account manager to come and speak with you about this area.”

Non-user – Manufacturing (engineering oriented)“Hi, I’m _____with Xerox. We have recognized a need in the manufacturing industry to become compliant with regulatory requirements such as Sarbanes Oxley and many others. Xerox has helped other firms in your area meet these requirements by providing the highest level of security possible. Who would be the person in your company that would be most concerned about security compliance of your documents?”

“Hi, I’m ______with Xerox. We have noticed a huge need in your industry to increase revenue growth in new markets. Xerox has helped other manufacturing firms develop a more professional image that contributes to additional revenue without a huge burden on their budget. Who would be the person in your company that would be open to a discussion around this area?”

“Good morning, Ms._____. My name is _____ with Xerox. I've been working with several manufacturing companies who have a need to improve the marketing image of their company. We've been able to provide them with high-quality print and color solutions, which have given them a competitive advantage. Is this something that would bring value to your organization?”

Non-user – Healthcare“Hi, Mr.____. I am ____ with Xerox. Over the last few months, I have been working with clients in the healthcare industry to help them improve the security of their medical records. We were able to show them a way to store and redistribute medical records electronically, thus cutting down on storage and paper consumption with an emphasis on reducing overall costs. Do you think a solution like would benefit your organization? I’d like to set up a time to speak with you next week so we can talk about your needs in greater detail. How does next Tuesday at 10:00 am sound?”

Non-user – Graphic Communication“Hi, I’m ___________with Xerox and we have noticed a huge need in your industry to improve growth potential. Xerox has helped other commercial printers profit from operational savings, while still delivering the fantastic image quality of an offset print. Who would be the person in your company that would be open to a discussion around this area?”

“Hello. This is _____. I work with the Graphic Arts Division at Xerox. I’m calling to call you today many of my clients have been faced with the challenge of providing their customers with short-run print jobs while keeping their costs down, without sacrificing quality. Is this something that might interest you?” “Good afternoon, my name is __________ with Xerox. From my experience working with other marketing firms, I know that having the ability to make last-minute changes to your high-impact documents is a real plus. Xerox has been able to help other companies like yours with in-house document production solutions. Is this something your office would like to hear more about?”

“Hello, I’m ______ with Xerox. We have been providing color solutions that give Graphic Arts businesses the ability to print short runs on demand for 8 cents per page! Do you think that having this capability might help grow your business and increase your profit margin? I’d like to set up a time to speak with you next week so we can talk about the business you are currently generating and what direction you would like to grow. In the meantime, I will mail some color samples out to you, so you can have a look at the type of quality we provide. How is Tuesday at 9:00 am?”

Non-user – Church/Religious Organization“Hi, I’m ______with Xerox and we have noticed that one important priority for churches is to retain members and at the same time recruit new members. Xerox has been helping other churches with non-profit discounts and lowering the costs it takes to produce their bulletins at the same time increasing their image with vibrant, clear communication to their guests and members. Who would be the person in your organization who would be most interested in improvements in this area?”

Non-user – Real Estate“Hi, I’m _______with Xerox. With the current state of the real estate market, Xerox is aggressively helping Real Estate companies like yours to lower costs and save money. Who in your organization would be open to speaking about cost reduction?”

“Hi, I’m ______with Xerox. Over the past few months I’ve been working with companies in the real estate industry and have found that cost control and the need to print color on demand are two common concerns. I’ve been able to help other companies bring their color jobs in house, allowing them to print on demand for under $0.10 /page. Is this type of cost reduction of interest to you? I would like to set up a time to speak next week so we can talk about your business and what direction you would like to grow in. In the meantime, I will mail some color samples out to you, so you can have a look at the type of quality we offer.”

“Hi, I’m ______with Xerox. Over the last few months I've been working with clients in the real estate industry helping them improve their document management and workflow. One of my clients faced some serious challenges in keeping their documents current and accurate. I was able to show them ways to reduce their costs and save time by printing documents in-house. Is this something you would be interested in learning more about?”

Non-user – School System“Good day, Ms._____. This is ______ from Xerox. I’m calling to discuss areas which Xerox can help schools like yours meet the budget constraints placed on them, without sacrificing productivity and quality. Working with other school systems in the area, we have been able to help control their document expenses and increase their teacher's productivity. How does this sound to you? Let’s pursue this a little further in detail. Do you have 10 minutes today? If not let’s schedule a time to talk on Friday the 10th at 10:00 am.”

“Hello Mr.___. This is _____ your Xerox representative. In working with other educational institutions like yours, we've found that costs and teacher productivity are key areas to be managed. Xerox has helped these customers reduce costs and made it possible for teachers to spend more time in the classroom. Would you be interested in speaking more about this?”

Non-user – Legal“Hello Ms. _____. This is _____. The purpose of my call is two-fold. First, I want to introduce myself as your Xerox Account Manager and second, I wanted to let you know Xerox has recently been working with other legal offices in the area and found that many of them are looking for better ways to organize their files. We have been able to help them better manage their billing methods and reduce their need for storage, while controlling costs. Would you say these are also areas of concern for your office?”

Non-user – CPA/Finance“Good afternoon, Mr. ____. This is ____from Xerox. I have recently been working with other CPAs in your area to reduce the need for document storage space and streamline printing and copying costs. [name of CPA firm] has recently moved to our document storage solution and has achieved those objectives. Is this something that you would like to learn more about?”

“Good morning, Ms.______. This is _____. I am calling to introduce myself as your Xerox representative and to talk with you about how we've helped others in the finance industry manage their paperwork and document distribution. Does your office also face challenges with keeping documents organized and controlling costs?”

C-level Contact“Hello Mr. Simpson. Thanks for taking my call. It’s ___ calling from Xerox regarding our corporate print management services. We offer a unique service that allows companies of your size to take back control of one of the last frontiers of uncontrolled corporate expense – printing. If you’re like most companies in your industry you typically spend 2% to 3% of your top line revenues on documents and at the same time wrestle with a mixed fleet of printers and suppliers with no enduser restrictions or cost controls. Mr. Simpson, we are currently scheduling executive briefings to quickly overview our document assessment services and print management programs. Can we book a time in your calendar to get together and discuss this further?”

Finance Officer“Hi Ms. Smith, this is ____from Xerox. I’m calling with an opportunity specifically geared for people like you in the finance department. Industry statistics indicate that 3% of corporate revenues are spent directly on printing, and over 90% of today’s businesses throughout North America have no form of in-house tracking or reporting of print volumes and costs. Ms. Smith, I was hoping to set up a no obligation meeting with you to discuss a document assessment and print management opportunity that other organizations such as ______and _____ have been able to take advantage of. How does next week look for you?”

IT Manager“Hi Ms. Thomas, thanks for taking my call. This is ____from Xerox. Industry experts estimate that companies the size of yours spend between 2 and 3% of their overall top line revenues on documents and at the same time wrestle with a mixed fleet of print products and suppliers with limited end-user restrictions and cost controls. I’m calling to introduce a comprehensive print management service we offer, designed specifically with IT in mind, to help take control of all print devices. I was hoping to set up a 20 minute no obligation meeting with you to ask you a couple of print management questions to see if this service might be of value to you. How does your schedule look next week?”

Generic“Hi. This is ______ calling from Xerox. I was talking to Mary Smith today and she suggested that I give you a call. Can we schedule 10 or 15 minutes to talk?” (If leaving a voice mail: When you have a moment please give me a call at 555-555- 555. Thank you.)

“Hi. This is ______ from Xerox. I was told you would be the person to speak with about network printing. We just put a unique solution together for ABC Inc that saved 25% in the first year alone. Can we talk about how Xerox can help you save as well?”

“Hi. This is ______ from Xerox. We have not spoken before but the question I consistently hear from other people in your position is, ‘how can we grow revenue while keeping our costs down?’ Is that something you think about?”

“Hi Mr. ______. This is ______, your Account Manager from Xerox. In working with ABC Company, we were able to reduce document processing costs by 30%. Is this type of savings also a priority for you?”

(Voice Mail message) “Hi Ms._____, this is _______ from Xerox. I have some important information to provide you regarding your account with Xerox. If you could please return my call, I can be reached at 555-555-5555. Thank you.”

Indifference Comments from Customers

and Potential Responses

Indifference Possible Response

Considering Competition

“Of course you want to evaluate your options - that is all the more reason that you may want to investigate all alternatives in the marketplace to meet your particular needs.”

“We already have a copier”

“Of course you currently use some types of office equipment. However, technology for a variety of office functions like printing, faxing, copying and scanning has changed significantly. Many companies are investigating new workflow improvements available and have found better ways to do all of these functions and improve their bottom line. You may find similar results.”

“We don’t need anything”

“I understand, but at some time in the future you will be making equipment changes and we’d like to be considered in your decision-making process.” Or…“Mr./Mrs./Ms./Dr. ___________, some of the companies I’ve spoken with recently said they were happy with the machine they had, but many of them found that by investing 15 minutes looking at Xerox alternatives they were able to improve office productivity and reduce costs.”

“You’re wasting my time”

“Of course your time is valuable. Your time may be well invested if you find ways you can improve the productivity of the workflow in your office and reduce costs.”

No money, budget gone“Certainly you can’t spend a budget that you don’t have. This may be the perfect time to discuss your current cost of office printing. We may be able to show you where you might be able to reduce your costs and end up with a higher quality result.”

“Drop something in the mail”

“Mr. ___________, I’ll be happy to send you the literature about our products; however, Xerox offers a wide range of solutions, from 16 prints per minute to 6,000 impressions per hour. In order to show you the appropriate solution, we need to understand more about your company’s specific needs.”

Indifference Possible Response

Already talked to Xerox

“Sir/ma’am, thank you for your past consideration of Xerox. There have been rapid changes in the industry. With today’s rapidly changing technology, many customers are evaluating their options more often to keep up with changes that can improve their company’s bottom line.”

All purchases made by head office

“I understand that the final authority lies with your head office. However, in many cases we find that head offices appreciate recommendations from the field from quality conscious managers like you.”

Just plain “No”“Ms.__________, many customers in your industry (area) have found that the investment of just 10 minutes helped them find better ways to accomplish their work. You might also find ways to increase your office productivity.”

“I get too many of these calls”

“I apologize for any inconvenience. We are focusing on the needs of ______ industry so we provide the kinds of solutions our customers need most. I would be happy to call back at a more convenient time – what time works for you?”

Satisfied with competitor

“On a scale of 1 to 10, how satisfied are you with your current vendor and products?” (If less than 10) What would a business partner need to provide to make it a 10? (If answer is 10) What would a business partner need to provide to make it an 11?”

“I don’t have time to talk”“I am sorry I called at an inconvenient time. When would be a good time to call back?” (Schedule a callback time if possible.)

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