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  • #9516778
    What could I have done different
    Jake Gardner
    Participant
    Apr 8, 2024

    I had an inbound enquiry the other day requesting a quote. Now my sales process will normally include an onsite review, if that is not possible then a phone based discovery session where I can gather the the selling points so I can put the best possible solution to them.

    When I wanted to get on the phone the prospect said to just go over email. I continued on against my best judgement. If I had have got on the phone I could have actually been able to qualify them out or qualify them in and find out or propose a better solution that would have got them onboard.

    Just looking for some feedback for next time what I could have said differently so they follow my sales process rather then me following their buying process. I’m not really worried about not getting the deal over the line, the part that bothers me is that I spent time on something that it wouldn’t have gone anywhere.

    See the email thread below (I have redacted the clients info):

     

    Hi Prospect,

    No worries. I will mark this off as not going ahead.

    Thanks,

    Jake Gardner

    Gunners Business Solutions
    Ph 03 5562 8233 | Ph 0403 386 127
    Email jakeg@gunners.com.au
    gunners.com.au

    From: Prospect
    Sent: Monday, April 8, 2024 9:00 AM
    To: Jake Gardner <jakeg@gunners.com.au>
    Subject: Re: Print service enquiry

    CAUTION: EXTERNAL EMAIL
    Thanks Jake, appreciate your time, but this isn’t going to be the right fit for us based on these terms and figures.

    Prospect
    ________________________________________
    From: Jake Gardner <jakeg@gunners.com.au>
    Sent: Monday, April 8, 2024 7:31 AM
    To: Prospect
    Subject: RE: Print service enquiry

    Hi Prospect,

    Do you have something that you are comparing this against? Happy to go over and compare what the actual difference is in the options.

    We do have a cheaper model available for the colour machine that would push the cost down a fair bit, but the running costs on them are quite high.

    At the end of the term there are three options:
    1. Return the equipment and cancel the contract.
    2. Extend the contract (if the hardware is still able to be supported)
    3. Upgrade to new equipment

    With the print pack prints do not carry over from month to month. It is an included monthly volume.

    Thanks,

    Jake Gardner

    Gunners Business Solutions
    Ph 03 5562 8233 | Ph 0403 386 127
    Email jakeg@gunners.com.au
    gunners.com.au

    From: Prospect
    Sent: Friday, April 5, 2024 3:00 PM
    To: Jake Gardner <jakeg@gunners.com.au>
    Subject: Re: Print service enquiry

    CAUTION: EXTERNAL EMAIL
    Thanks Jake.

    Are these the most basic spec you offer? The outright purchase price of the hardware seems extraordinarily high considering our type of usage. I would have thought for our needs, based on what I’ve seen around, we’d be looking at less than half that cost these days.

    In terms of the 60 month contract, what happens at the end of the 60 months?

    Also I assume we’d be able to monitor our print volume in real time – does any unused portion carry over month-to-month?

    Prospect
    ________________________________________
    From: Jake Gardner <jakeg@gunners.com.au>
    Sent: Thursday, April 4, 2024 6:12 PM
    To: Prospect
    Subject: RE: Print service enquiry

    Hi Prospect,

    See attached, I have based the proposal off of the print pack option as that is the way most people go.

    There is two options based off different hardware. The ImageRUNNER is a lot better of a unit & the per page print costs are a lot lower then the ImageCLASS unit.

    If you were to purchase the hardware outright option 1 would be $xxx.xxx ex GST and option 2 would be $xxx.xxx ex GST.

    Thanks,

    Jake Gardner

    Gunners Business Solutions
    Ph 03 5562 8233 | Ph 0403 386 127
    Email jakeg@gunners.com.au
    gunners.com.au

    From: Prospect
    Sent: Thursday, April 4, 2024 8:35 AM
    To: Jake Gardner <jakeg@gunners.com.au>
    Subject: Re: Print service enquiry

    CAUTION: EXTERNAL EMAIL
    No worries, Jake.

    1. What is the approximate monthly print volume (pages printed per month)

    I would say max 500 on each of the simple B&W printers, and 1000 on the colour printer/scanner

    2. Would this be replacing devices or additional devices? If replacing then:
    a. What do you have currently

    Replacing an extremely old Canon and Brother, one printer would be additional

    a. What is the reason for upgrading and why are they not suiting your needs.

    As above, extremely old, no longer reliable, slow, no colour printing

    a. What do you plan on doing with the devices once they new ones are installed?

    Likely recycling

    a. Are these machines currently under contract

    No
    3. Are you interested in purchasing the equipment outright or going on a monthly plan?

    I’m interested in looking into both options, if a plan is reasonably priced for our modest needs, I would look at that for the convenience, depending on terms, otherwise I’ll be purchasing new printers outright

    4. For the scanning do you want to be able to:
    a. Scan to Folder on the computer – most likely this is all we’d need, we don’t scan files we need to retain for long
    b. Scan to email
    c. Scan to OneDrive
    d. Scan to SharePoint
    e. Scan to folder on server (on premis)

    ________________________________________
    From: Jake Gardner <jakeg@gunners.com.au>
    Sent: Wednesday, April 3, 2024 2:51 PM
    To:
    Subject: RE: Print service enquiry

    Hi Prospect ,

    Firstly sorry about the spelling on the below email.

    Typically we would go through a review to figure out what the right fit is, but if I can get the below info I should be able to figure it out.

    1. What is the approximate monthly print volume (pages printed per month)
    2. Would this be replacing devices or additional devices? If replacing then:
    a. What do you have currently
    b. What is the reason for upgrading and why are they not suiting your needs.
    c. What do you plan on doing with the devices once they new ones are installed?
    d. Are these machines currently under contract
    3. Are you interested in purchasing the equipment outright or going on a monthly plan?
    4. For the scanning do you want to be able to:
    a. Scan to Folder on the computer
    b. Scan to email
    c. Scan to OneDrive
    d. Scan to SharePoint
    e. Scan to folder on server (on premis)

    Thanks,

    Jake Gardner

    Gunners Business Solutions
    Ph 03 5562 8233 | Ph 0403 386 127
    Email jakeg@gunners.com.au
    gunners.com.au

    From: Prospect
    Sent: Wednesday, April 3, 2024 2:01 PM
    To: Jake Gardner <jakeg@gunners.com.au>
    Subject: Re: Print service enquiry

    CAUTION: EXTERNAL EMAIL
    Hi Jake,

    No I’m not, hence the email address.

    Are you able to email through some details of print services, options and approx prices, eg for 1 x desktop colour scanner/printer + 2 x black and white compact printers? All A4.

    Thanks

    Prospect

    Store Manager

    Outlook for Android
    ________________________________________
    From: Jake Gardner <jakeg@gunners.com.au>
    Sent: Wednesday, April 3, 2024 1:55:49 PM
    To: Prospect
    Subject: FW: Print service enquiry

    Hi Prospect,

    Are you able to give me a call to discuss?

    My direct number is: 0403 386 127

    Thanks,

    Jake Gardner

    Gunners Business Solutions
    Ph 03 5562 8233 | Ph 0403 386 127
    Email jakeg@gunners.com.au
    gunners.com.au

    To: Jake Gardner <jakeg@gunners.com.au>
    Subject: Print service enquiry

    Hey Jake,
    Prospect from prospect company called, she was wanting to get a printer and set it up a printer on a maintenance system. She’s currently working from home with a baby and didn’t know when she would have a quiet moment for a phone call so asked if she could be emailed instead of called regarding this. Her email address is xxxx@xxx.xxx

    Thanks,

    Operations Support Officer

    Gunners Business Solutions

     

    #9516810
    Will Barron
    Keymaster
    Apr 11, 2024
    Will Barron Apr 11, 2024

    Hey Jake, we covered this on the group coaching call.

    BUT… you left out that first email which kinda makes more sense to her not wanting to jump on a call.

    Once a person decides something (I’m not doing a call) they tend to stick with that choice even when they learn more information (there’s a bunch of questions to answer before you’re going to get a quote) and that original uninformed decision was dumb.

    My first response would have been –

    Hi NAME,

    I’d love to give you all the details and a quote over email but it’s difficult to do that without learning more about your situation.

    Would it make sense to jump on a 10 minute call and I can get all of that sorted for you?

    I’ve kids myself/my brother has a baby/insert rapport building baby line so if you need to jump off mid call to look after the little one that’s no problem.

    Thanks,

    Not sure it would have changed the outcome but it would probably have avoided the passive aggressive response that you got.

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