De me £0 i Omerted =H [ne (ent coma i (866) 544-2772 www.CharTec.netTable Of Contents Section 1: 06 Defining Your Offering Section 2: 09 Five Prerequisites For Selling 10 CharTec Sales Process Section 3: 12 Buyer Motivations 13 Conversational Layerirg Section 4: 14 First Interaction 17 _ Industry & Business Research 18 _ Non-Credible Questions 19 Killer Filler Words 20 Transition Phrases 21 First Appointment 23 Escalate Using Global Questions 24 Exercise: Technical/Sales Discovery Section 5: 28 Discovery Worksheets Section 6: 41 Presentation 59 Deliver The Proposal 60 Visio 62 Objections 63 Sample Closes 65 Sample Objection Scripts 69 Appendix 72 Notes 81 Vertical Value Proposition WorksheetAgenda Day 1 : Morning Sessions 8:00am- 12:00pm |) Deine Your offering Stony sere th wl hp cot ach oct mage src no mae ot cco am ching Your >) Pi stmt Sen ove ere es ss Sy snore hes une fens oO Pricing Your offering with Haak | Gesant akon renae keep tees utp was taro mses om he conmody tle. Laan pc a selyou ses ) Sena mph mg wah Hast Ping te) ) |) Morning Break ) (>) SharTee Sales Process ery Menage Sere oppor equa to guar tes Lean proven nays andes o mak prospect WANT Yo hes nging rug he |) $96 precaution Omeqeaas |) Break for Lunch 1209pm- 1-00, o— - ¢ ; Afternoon Sessions 1:00pm - 5:30pm ) PAS VS. SPA "Not sls pole ona mesg wth rsp hile to char evan about hoses ana just apt wag the quent me |.) Mat 86 Teamlogy des" The ny prin he ee ey retain rng newer Yue at ot sales process oe | Si Se cm a eta ea ces | afternoon Break o— © gustineracton _ Hr tcp een ni tment ta Noha tnt Cha Se oes ebosng epost on at apps or ert es ona Dacoey Apanner-your cree et oko a prospect td ett Pan __) Pam cn en Btw dou Gene eHow Sou pape eae youth dace? Pace Sa) oO =e Prepping forthe Fret. (Bette stttna poses festappaninen yo eet capt same parang fst any sec. ow aah sti aon ice eat eocerathe Beet spa Oo Closing Remarks 530m Oo v o U ov v Aartect 3 oOAgenda Day 2 Morning Sessions 8:00am - 12:00pm Review of Day 1 Performing the Two Essential Discoveries {ets teet yeunead mars thn echncl spc eam a prospects ssa guns oak ing he Disco ge oun each Exesutes pps soyoucan te eseaton at mews each enpoyec sel neo Morning Break Creating and Practicing Your Presentation ‘ous ate eight uetons ose cacovendeach xc palpi ad ooo he ons try Noe ha og how Ou Yovse the show Sat yorbunness a is aba he prospects eas ean gene han tact andes Break for Lunch 1200pm- 100m Afternoon Sessions 1:00pm - 5:30pm Presenting the Proposal ‘Spy pu wads ave earn. youhae emake sy teyoue sng eine compl ou szet nosing one etd re en ot ‘edo anifomave sede tht esses Row' Copa at ne slg ary ane aks in Saoctan Sb ‘Afternoon Break Closes That Work ‘cate gr ste eno at cove ede ty anc. flow pie Were raved wn fw Handling Objections det ey antagonist leon, sn ei snot Lem hee nt cron Closing Remarks 5:009n 4 Gartecta ee PYTTTTT Titre rt. CU LITTYLETLL LLYDefining Your Offering Complete Managed Services: | 24x71365 Network Monitoring | Server Monitoring Critical Services Alerting ‘Automated Patch Management ‘Automated Disk Clean Ups ‘Automated Restart of Services ‘Automated Ticket Escalation Flat Rate IT Services: Remote Support Remote Desktop Sharing Parts Replacement [AYCE Onsite Support ‘Smartphone Support ‘Adds, Moves, Changes for VoIP. Security Management: Gateway & Desktop Ant-Virus Auto Updates ‘Spam Control Content Fitering & Reporting Email Archiving & Email Continuity ‘Address on the Fly Intrusion Prevention Spyware, Botnets, & Phishing Pro‘ection VPN- Secure Access for Remote Users & 6 CharTec’ Professional Services: Technology Consulting and Engineering roof of Concept Lab Testing Vendor Management Technology Business Reviews Rental Equipment & Facilities Annual Telco Audits IP Security Technology Project Management Website Services: | Domain Hosting Visitor 1D 11 Visitor Reporting and identification | Pay Per Click (PPC) Tracking | Search Engine Optimization (SEO) | Website Maintenance 1 Video Testimonials Backup and Disaster Recovery Daily Tested Virtualiztions Cloud/Local Virtualization Offsite Archival Backup Backups Complated Every 15 Minutes DropboxDefining Your Offering Platinum Plastic Poa_cusromcas_ wv] wo TT fee me _sruee THe TT euy Doust whem ropeDefining Your Offering How Does Your Offering Speak to the Audience? List features of your offering that are associated with each job tle, Chief Executive officer Chief Financial Officer: Chief Operations Officer: Marketing & Sales Managers Office Manager ‘Adin, Support anda ote sta5 Prerequisites For Selling Ave WS ome us eee £472,000 > Carey odfpennurt oe _2emon, sees TUE vw Renae ahi cee Loox, 000 BERT CT PORTE BF CFS : Corr 70 Kovte A couwe 2. viable solution: ey Ten Smeslcerov doses Yrs 9 (lase-boeu ten) See Bee Recewss Comme puree Fie ettes ont: oe aces os Yor mas 6x amore, $0 Bt esti ari many_miew 3_w1td, ae Py eee st ee EIS DI OOfuca, “Yur or cred wes sho sserene” ores "Jes Is mar” ttt Conroe 10) oe ty, TE OOF weep BT puree a neces ge! j : ko Boule CoML Me rons Yoo _ageey pied 20 wore oor” ~ —— vs. Mes sabbavom t Comes ate Yovee coe 1 Ale tee) tov oir MALY” oy tee m cH” Jos wernt fou) Pm VALUE ‘Authority to uy: hee ont Te OM C00 ime sekentyy dow since psriseints rs dow state Prsinbuts, Aca maLss, sibtinin oy Ht CLO omy. I Tm Tartans stot om yacusey(mmtit reabams) 2 Rest comet Lite uP 10 coose. = CharTec’ 9CharTec Sales Process Dee Races Se tay fo} Get the Discovery Get the Presentation Appointment © Coen) 410 CharTec’H Hy H fe yTC=ts tion Based SellingEIT Tam CME LI Colt) Why might someone “want to” buy from YOU? Issues/Benefits Cost Savings Productivity Security Record of Success Education/Training Service/Support Notes: 12. CharTec’Conversational Layering A e oO 0 5 2 Bie Yarra ) y Zz oO 0 0 0 oO oO oO oO ————————— oO 0 |) Notes: ) s 2 ey ena a = © Blanes yeu Steering vinta on wen ne 2 ear i. oe Draiensaz Qusaes? ° Spas Tee rues ey) Eoerveuer O Wosuwesy 7 | Tourney Sprciese : Nersoue | a Vv J 2 v )TEavtireus we ea acyl Break Fix S {reeting: Good morning, thank you for caling [YOUR COMPANY]. This is [YOUR NAME! Prospect Hi | was wondering how mush your hour ate sto come out and fix our computers. ‘AK: 1 Would De happy To gle YoU the formation hat you nee but since we havea couple o options asea’on tne levelot expertise required, an ask you'a couse of specifies about your company Fst? Prospect: Sue. RRC: 1.Can please get yourname and comoany? 2. Whats your rolein the company? 4s thi the any location, or ae there more? seote 4Is the entre network down or jst anindividual workstation? 30 5 Are your backups current 0° no? A cermin eau" 6 Besides Microsoft applications, do you have anyother main business applications thet you un? fi ==" ove 7. Ase you the person in charge of. "Is there someone else we willbe working with? 8, Okay, so whats the issue? 19, Besides this lsue, are there any other challenges tat are keeping you up at night? Since youre concemmed about ___and ___(lsues that come up during discussion, fixing those issues are pat of what we 4o. Rather than just quote you our houry rates and products over the phone ike othe tech companies do, how about talk ‘ith you about couple oF options thatwe have? option #1 {can send overa senior technician at aone te discounted rate of $50.00 per: Grew mrt avin) on Gre Bean Option #2 ES iy This is our more popular option. wil set up atime for one of our senior technicians to come aut and troubleshoot your problem fortwo hours While he is handing your problem, | would like to ask for 15 minutes ofthe owner’ time to have @ fonger conversation about how you might beable to take edvantage of what we do, This wil all be done at no costo you, Wich way would you tke to proceed? Prospect Option #2 ARRC: OK let's see what have available, ‘Close on nex step: 1st Appointment [ARRC: Ok Let’ see. Can we ook at Wet. aftemoon round 1:30pm to start or would Thursday at Sam be better? Fae poe wor WW LLU &F OU BORMRL HOLY pat, WiLL Meer wily leu 14 CharTec’ie mec) cript ‘Greeting: Good morning. Thank you for alg [YOUR COMPANY] This (YOUR NAME], Prospect: Hi las wondering about how much your hourly rat isto come out and fix our phone system, |ARRC: | would be hppy to give you the formation that you need, but since we eve a couple of eption based on the level oF expertise required, can ask you a couple of specifies about your company fst? Prospect: Sure ARR: 4..Can please get your name and company? 2. Whats your olen the company? 3 Is this the only location, orate there more? ‘4 Do you know what kind of phones youhave? 5 Is the entire system down or usta certain number of phones? 6, Besides the normal functionalty ofthe system, ae there other unique feature that we need tobe aware of? 7. fre you the perean in charge af the phone system ori thee another company or person weil be working with? 8. Okay, 0 what iste issue? 9, Besides tis phone prablom, are thereary I challenges that are keeping you up at ight? UL Tea dirioas ‘ince you'e concerned about and __(esues that come up during lecussio) fixing those Issues are part of what we o, Rather than just quote you our hour ates and products over the phone other tech companies do, ow about speak ‘with you about a coupe of options that wehave? Option #1 ean send over a senor technician ata ane time discounted rate of $50.00 per. oR ‘Option #2 ‘Ox more popular option! Have a senortechnician come eu troubleshoot and work onthe problem for two hours. While he ‘working onthe fsue, | ask 15 minutes ofthe owners tine to about how your company might be able to take advantage of ‘what we do, The two hours of onsite lator wil be performed at zero costo you! Wich way would you Ike to proceed? Prospect: Option #2 ‘Close on next step: Yst Appointment ARC: Ok Let's eee. Can we lok at We. afternoon around 1:30pm to start or would Thursday at 9am be better?aie) 8 Mele lose On The ol: Close the discovery over the phone Greeting: Good morning, Thank you fo calling [YOUR COMPANY]. This i [YOUR NAME, Proapect Hi Lam interested in looking into your services, Whats the frst step? Sales Person: OK wll thank you for ging us the opportunity to serve your company. Gefare | set up atime for us to go aut there and check things out, can | ask you a couple of species about your company st? Prospect: Sue Seles Porson: 1 Can get your name and company? |2 2 Whatis your raeln the company? £ 3 Doyouthavemore tan onetoeaton? 5 4: Bosites the standard Microsoft Office application, do you un any specialized appeations? 5:Are you guys 85 or do you have shisha work fer hours as wel? 6 Do yeucrtety nave a dedicated gy 0” does somebody take that on asa second duty? 7 Ate you expiring this move secret ors everyane onthe same page? © &:boyou alow employees to bringin thelr own equipment or do you purchase remote devices fr them? ‘Summarize: Okay, welt me ask you tls then. Besides the obvious of looking to reduce response time and keeping the network tuning to minimize downtime are there any other concerns that you may have with your current situation? Solution transition: Mr CEO, you areconcermed about and ___ solving those problems is eally our core business. Should take a couple of minutes and explain how you might be able to benefit by what we do?” ‘Address the elephant in the room: “Fs let me say thi, because there is so much noise inthe marketplace, you have probably ben geting inundated by tha. carnpanies coming in wanting to pith that services, using al Kes argon, {and even pricing tha’ all over the mapto the pot it can get very confusing on who can help versus whieh ones are wanting, ‘oust take your money and eave! Value proposition: But at ‘cut approach is abit iferent. Just ke @ doctor who doesit know anything about his ‘ew patient until he uses tools ike xvas, scanners, MRIs and maybe even some blood wark, we need ta find out the state of your network and spend ite time seeing how ts constructed. Look rather than ust alk about hi oa generic senee, might [suggest one ofthese two options? Option 21 [ll have my senior engineer come in wth his network analysis sutra at ake a lop ook your network, Justa feu of the things tat he wil produce er you wil be a ik por, full network assessment report detailed asset report as .wellas a network ste diagram. Your end product wil bea bound book with everything you need te know abovt your network. “The cost for our company to do thi is $2500, Option #2 ‘The second and moce popular option wilbe to allow my senior engineer and myself to complete a network analysis. Then, {give us an hour to go over an executive summary of your network with the owne: and office's ofthe company. We wil tine the good, bad and ugly as well go over our services, there isa need fr ther. Fortis we do nat charge anything at al ‘Wich option would you prefer (Then schedule accordingly) 16 AartectIndustry & Business CCY-r Ke) > Good reference sites: + census.gov (local)Non-Credible Question and Killer Filler Words Non-credible tech questions: Do you have a firewall? Do you have anti-virus? o you have SPAM software? Non-credible business development questions: ‘Are you happy with your IT guy? Is everything running okay? ‘Ate you scared of technology? Killer filler words that will destroy crecbilty and empathy: © Amesone © coo! © Pertect © Famastie © Absolutely (© That's wonderful © Thats great 18 ArtecBartec 19 Ne lotes COCOOOECOCOECCCOC0C0000000000009999999Transition Phrases Managing the stages ofthe sales call using the Conversational Layering Model requires logical transitions in order to set the ‘context and keep the conversation lowing. Useful transition phrases to seek deeper and understand more: + Can | sk you couple specitis about > ‘Besides the obvious goal of ean ask what else most concerns your” athe than goo gener pitch sake sure we reo the same pape, can ask you acai species bout How does groin affect yo “Wel let me ak hs to wha extent cos affect 7 Useful transition p 2s to blend the next question without the interrogation effect: ‘Tin not surprised to hear you sy that.” + Welllet me ask you tis then, “with that beng sai.” “inthe event that" “With this min + To putt another way." That brings ust." * Keeping these points in mind." “Lets begin with.” Creating mil invitations Technique: Whenever you ae done talling/explaning/elaborating a point, always end your comments with @ question. + (Magic question) “Can | ask ou a couple specifics about ES * "How about take a couple of minutes and explain "Does that make sense, o are there any questions?” *Weuldit make sense for meto ra “Would you ike me to review some options with you?” ‘can go on and on about "so here's what fm thinking. fyou are concerned about and then might recommend we (insert next step)?" 20 CharTec*First Appointment: Close On Di Goa 1. Build ereibity 2 Close on the discovery meeting ‘ranaltion into nostic questions: ‘Scenario #1: To be used the conversation ether one-sided, going on forever or not going well Wel, Mr. CEO, can only imagine how busy you are and how precious your times so realy aporeciate you setting aside alti bit of time forme. !am prepared today to give you some detals about who we are and the value we bring Wo out ‘customers; but rather than just cive you a generic pitch, can | ask you a couple specifies about your company to make ‘sure that! give you relevant information? ‘Scenario #2: To be used fhe specifically ask, “Please tell me about your services and/or company.” "Mt. CEO, | di come prepared today to ducussallthe services we offer here at ut before get too far ito cant sk you @ couple spectics about your company to make sure giv you relevant information? Diagnostic Questions 1. Besides this locaton are there any other remote locations? 2 Approximately how many people in each location? 3. Afe you primarily 85, WF or do you have extended hours and days? 4 Do you guys run ConnectTow or Auto Tow? Version 14 or have you migrated tothe newest version? jeu waa, 2 ase 5So, besides the obvious Microsoft applications, are there anyother applications that you QuyS TUN? Svagcsud remnt YH 6: Do you alow employees to bring in thel own devices or do you supply them? gal nine. 7 Do youhave a dedicated. person, or does anather employee handle those tacks? Bur Led syerem Gan Notes: aFirst eee PSTTATLU TS Teanstion statement © summarize: "So besides the abvious of loating to reduce response time and keeping your servers and worktatons running ‘teminimize downtime are thre anyother eanceme that Keep Yu up at hight with your technology?" (Customer response required) © Solution transition: "Me. CEO Ifyou are concerned about + and ___, solving those problems are realy our core business. Should teke a couple of mines and explain how you might beable to benefit by hat we do?” (© Address the elephantin the room: “Firs lot me say thi, Because there is 39 much nose in the marketplace, you have probably been getting Inundated by people coming nner wanting to pitch thelr services, using alkinds of jargon and pricing al ver ‘themap, othe paint where can get prety confusing about which of these vandors can actually hep you versus ‘hich ones are wanting to just ake your maney and eave Value proposition fut at [YOUR COMPANY] our approachis a bit different. What we like fo do fs come ln and see the ay ofthe land. Just Ikea doctor who doesn't know anything about his new patient uti he uses tooslike Xays, scanners, MRs and maybe some blood work we need to find out he state of your network and spend a ite time seeing how its constucted, Look. rather han just ak about this ina generic sense, might suggest one ofthese two options? Option #1 'My sales engineer wll come in with hisnetwork analysis software and take an indepth ook at your network Just few of the things that he wil produce for you wil be a risk report, fll network assessment report, a detalled asset report, ‘as well asa network ste diagram. Your end product ll look something lke this (show example). The cost for our ‘company to perform this willbe $2,500 on option #2 The seoond and more popular option will be to allow my senior engineer and myself to complete a network analysis. “Tien give us a out io yo uve an executive surnmary of your network wth the owner andofeers of the company. We Will outline the good, bad and ugly as well go over aur services, theres aneed for them. For his we do not charge srything |Which option would you prefer? 22 CharTec’