Account Name
Client Conversation Plan
Conversation
Goals
What do you want to
accomplish to add
value to your client
and move your deal
forward?
1.
Spice Jet
Get to know the client and their objective (CRA)
2. Determine what IBM solutions are relevant and be able to explain them clearly
3. Set up next meeting
Consider where
you are in the
CVM phases.
Intent
Approach
Open
How will you
deliver a strong,
interesting
opening that
captures your
client’s attention
and piques their
curiosity?
A value
statement that
tells the client
who you are
and what you
do (if needed)
and why you
are there
A short
reference story
to build
credibility, trust
and confidence
Relevant
questions that
show
preparation,
personal
interest and a
dedication to
the client’s
personal
success
Engage
List questions
about issues and
opportunities that
you want to
explore with your
client.
Client Name and Title
Based on your
Approach and
goals, how will
you begin to
Engage your
client?
What questions
will you ask?
Compelling
Reason to Act
IBM Unique Value
Value
Proposition
Delivery
Expectations
Facilitate
Direct
Support
Inform
Motivate
Instruct
Unlock
Confront
Confirm Client
Value
For the most part we all take some form of transportation everyday. I travel a
lot for work requiring me to get on a plane. With the integration of IBM solutions
in almost every airport and with 90% of the airlines using IBM products – I feel
more confident that it’s going to be a smooth process from the minute I go to
book a flight to the minute I pick up my bag.
American Airlines and IBM Cloud came together to create an app that
enables Dynamic Rebooking – customer experience is key and with the
help of IBM – AA was able to save money, deliver faster development and
release of new apps, and improve operational reliability, productivity and
end customer response times,
1. Tell me about how you do things in your role as Senior Manager?
2. What are your goals for your team and how do you prioritize
them?
3. How have changes in the airline industry effected the way you
run your business?
Innovate
Consult
Share Expertise
Propose
Partner with your client to explore
fresh thinking
Question and
reframe to
uncover and
define issues
Mine the depth and breadth of IBM’s
experience
Propose appropriate
action
1. After doing some research on your past quarterly performance, what would
you like to see happen to rectify the decrease in market share and increase
in debt? What factors are causing this downturn in your opinion?
2. What are some of your mission critical objectives/goals? What features
would you like to enhance to leverage over competitors?
3. What effects have the raise in crude oil prices had on your business?
4. Many reviews on the customer service/experience aspects of your flights
have been in the negative? What do you think could be the caustory factors
in the nature of these reviews, and what is Spice Jet currently doing to turn
that perception around?
5. What are the size and scope of your current operations?
What potential
objections
could your
client present?
Potential Objection
1. The COST of solution is too
expensive.
How I could handle
We will firstly propel the CRA by asking how
much the company would lose financially if
they do not act immediately.
We can secondly provide metrics presenting
how the ROI will counteract any upfront
costs.
Thirdly, we will delineate how IBM has IGF
offerings that can make the deal possible
despite financial constraints so that the
customer can be relieved of their current
deleterious situation.
2. IBM is not experienced in the
International Airline Industry.
IBM has had successful partnerships with
internationally reputable airlines (American
Airlines, Emirates Airlines,etc.) Infact, we’ve
actually had over 60 years of experience and
to this day 80% of airline reservations are run
by us on a daily basis.
IBM can offer assistance is every aspect of
the airline industry – something not many
others can say. We do it all. We have:

3.Why choose IBM over some of the
other competitive offerings?


Close
1) Summarize
progress made in
the conversation.
2) Propose next
steps.
3) If you have
earned the right,
ask for the
commitment to
proceed.
What
commitment(s)
do you need
from your client
to move the
deal forward?
IBM Travel Retail – Cognitive Commerce,
Customer Experience Personalization,
Cloud SaaS, etc.
IBM Travel Operations – Day of
Departure Operations Optimization,
Turn Time Management Solutions,
Travel Concierge with Watson, etc.
IBM Travel Maintence – Predictive
Maintenance, Asset Management with
Maximo, IoT Offerings Around Sensor &
Aircraft Performance Analytics, etc.
During the call, consider whether you have earned the right to ask for this commitment.




Summarize the CRA
o Tie in connecting point – what are the main metrics, timelines,
reasons why the CRA is so important? What moments of the
conversation will they want you to remember?
Recommend success story reference (American Airlines - hyperlink attached)
Trial close for continued business/discussion (because this is an introductory
call, trial close should be for continued communication/next
meeting/potential demo – this is entirely subjective to the “feel” of your call
and client interest level)
Express confidence in our continued business with a strong closing
statement