Sales Challenge Competition
Company History
Founded in 1907 as a messenger company in the United States, UPS has grown into a
multi-billion-dollar corporation by clearly focusing on the goal of enabling commerce
around the globe. Today, UPS is a global company with one of the most recognized and
admired brands in the world. We have become the world's largest package delivery
company and a leading global provider of specialized transportation and logistics services.
Every day, we manage the flow of goods, funds, and information in more than 200
countries and territories worldwide.
1907-1929
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Messenger Service
1907 - 1912
In 1907 there was a great need in America for private messenger
and delivery services. To help meet this need, an enterprising 19year-old, James E. (“Jim”) Casey, borrowed $100 from a friend
and established the American Messenger Company in Seattle,
Washington. According to accounts given by Jim there were
quite a few messenger services already in the Seattle area, some
of which he had worked for in the past.
That initial name was well-suited to the business pursuits of the new company. In
response to telephone calls received at their basement headquarters, messengers ran
errands, delivered packages, and carried notes, baggage, and trays of food from
restaurants. They made most deliveries on foot and used bicycles for longer trips. Only
a few automobiles were in existence at that time and department stores of the day still
used horses and wagons for merchandise delivery. It would be six years before the
United States Parcel Post system would be established.
Jim and his partner, Claude Ryan ran the service from a humble office located under the
sidewalk. Jim's brother George and a handful of other teenagers were the company's
messengers. The company did well despite stiff competition, largely because of Jim
Casey´s strict policies of customer courtesy, reliability, round-the-clock service, and
low rates. These principles, which guide UPS even today, are summarized by Jim´s
slogan: best service and lowest rates.
Retail Era
1913 - 1918
The young company focused on package delivery for retail
stores, as improvements such as the automobile and the
telephone were causing a decline in the messenger business. The
company also began to use motorcycles for some deliveries. For
about two years, the company´s largest client was the United
States Post Office, for which they delivered all special delivery
mail entering Seattle. During this period, the company began
using consolidated delivery,that is combining packages
addressed to a certain neighborhood onto one delivery vehicle. This way, manpower
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and motorized equipment could be used more efficiently, and rates could be kept low.
The year 1913 brought several significant changes.
The company acquired its first delivery car, a Model T Ford, and on its side
was inscribed a new name: Merchants Parcel Delivery. The new name, partially the
result of Jim Casey´s agreement to merge with competitor Evert (“Mac”) McCabe,
reflected a shift in the primary focus of the business from messages to packages. The
business began to grow quickly, and because of its high standard of service and
personalized attention to every package handled, the young company built a strong
reputation among the stores in the city. In 1916, Charlie Soderstrom joined the
company, bringing automobiles and expertise with him. He also brought the color
brown. By 1918 three of Seattle´s largest department stores had become regular
customers, disposing of their own delivery cars (which Jim and his associates often
purchased) and turning business over to Merchants Parcel Delivery.
Common Carrier Services
1919 - 1930
In 1919 the company made its first expansion beyond Seattle to
Oakland, California, and adopted its present name, United Parcel
Service. The word “United” served as a reminder that the
company´s operations in each city were part of the same
organization, “Parcel” identified the nature of the business, and
“Service” indicated what was offered.
In 1922 UPS acquired a company in Los Angeles with
an innovative practice known as "common carrier" service. Common carrier service
incorporated many of the features and operating principles of the retail store delivery
service with features not then offered by many other private carriers, or even the parcel
post.
The differentiating features of common carrier service included automatic daily pickup
calls, acceptance of checks made out to the shipper in payment of C.O.D.s, additional
delivery attempts, automatic return of undeliverables, and streamlined documentation
with weekly billing. Perhaps the most key feature was that UPS was able to provide its
extensive service at rates comparable to those of parcel post.
UPS was one of the few companies in the United States to offer common carrier service
at the time. The acquisition of one small company and the decision to continue
with common carrier service would influence the growth of UPS for years to come.
In 1924 UPS debuted another of the technological innovations that would shape its
future: the first conveyor belt system for handling packages. While the common carrier
service was at first limited to a small area around Los Angeles, by 1927 it had been
expanded to include an area extending up to 125 miles from the city´s center. At the
same time, the retail delivery services of UPS had also expanded to include all the
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major cities on the U.S. Pacific Coast.
1930-1980
Expansion
1930 - 1952
In 1930 UPS extended its reach to the East Coast when it began
consolidating the deliveries of several large department stores in
New York City and Newark, New Jersey. However, trends
during the 1940s and 1950s prompted UPS to redefine itself.
During World War II, fuel and rubber shortages influenced retail
stores to curtail delivery services and to encourage customers to
carry their packages home. Nonetheless, UPS still continued to
grow.
This trend continued after the war, as much of the population began migrating into the
suburbs, buying cars, and shopping at large new shopping centers with ample parking
lots. Though UPS had continued to expand its retail store services throughout the 1930s
and 1940s, by the early 1950s it was clear that contract service to retail stores was
limited. Therefore, UPS managers began looking for new opportunities while the core
business remained focused on retail delivery.
They decided to expand UPS services by acquiring "common carrier" rights to deliver
packages between all customers, both private and commercial. This decision placed
UPS in direct competition with the U.S. Postal Service, and in direct opposition to the
regulations of the Interstate Commerce Commission (ICC). In 1952 UPS decided to
begin common carrier operations in cities where they could do so without the authority
of state commerce commissions and the ICC. In 1953 Chicago became the first city
outside of California in which UPS offered common carrier service.
At the same time, UPS decided to use legal means to seek an extension of its operating
authority in California. This touched off a series of unprecedented legal battles (taking
place before regulatory commissions and courts) for UPS to obtain the proper
certification to operate over areas wide enough to satisfy growing public demand for its
unique services. Over the next 30 years, UPS pursued more than 100 applications for
additional operating authority.
Air Service
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1953 - 1974
While one part of UPS was striving for greater access to ground
routes, another part was resurrecting UPS´s access to the air. In
1929 UPS became the first package delivery company to provide
air service via privately operated airlines. Unfortunately, a lack
of volume (caused in part by the Great Depression) combined to
end the service in the same year.
In 1953 UPS resumed air operations, offering two-day service to
major cities on the east and west coasts. Once again, UPS packages flew in the cargo
holds of regularly scheduled airlines. Called UPS Blue Label Air, the service grew,
until by 1978 it was available in every state, including Alaska and Hawaii.
The Golden Link
1975 - 1980
While broadening its services, UPS was also expanding into new
territories. Today, fast, convenient delivery service is available
coast-to-coast and around the world. But in the 1950s, UPS was
restricted from operating in many parts of the country. In some
cases, senders were forced to transfer a package between several
carriers before it reached its final destination. Federal authority
was needed for each state border that was crossed, and each state
had to authorize the movement of packages within its borders.
Over three decades (1950s-1970s), UPS systematically fought to obtain authorization to
ship freely in all 48 contiguous states. Finally, in 1975, the Interstate Commerce
Commission granted UPS the authority to begin interstate service to and from Montana
and Utah, and to extend statewide its partial service areas in Arizona, Idaho, and
Nevada. UPS was also authorized to connect service in these five states with existing
service on the Pacific Coast and with all states to the east. As a result, UPS became the
first package delivery company to serve every address in the 48 contiguous United
States. This historic convergence of service areas
became known within UPS as the “Golden Link.”
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1981-1990
UPS Airlines
1981 - 1988
The demand for air parcel delivery increased in the 1980s, and
federal deregulation of the airline industry created new
opportunities for UPS. But deregulation also caused change, as
established airlines reduced flights and abandoned some routes
altogether. To ensure dependability, UPS began to assemble its
own jet cargo fleet.
With growing demand for faster service, UPS entered the
overnight air delivery business, and by 1985, UPS Next Day Air service was available
in all 48 states and Puerto Rico. Alaska and Hawaii were added later. That same year,
UPS entered a new era with international air package and document service, linking the
U.S. and six European nations. In 1988, UPS received authorization from the Federal
Aviation Administration (FAA) to operate its own aircraft, thereby officially becoming
an airline. Recruiting the best people available, UPS merged a number of cultures and
procedures into a seamless operation called UPS Airlines.
UPS Airlines was the fastest-growing airline in FAA history, formed in little more than
one year with all the necessary technology and support systems. Today, UPS Airlines is
one of the 10 largest airlines in the United States. UPS Airlines features some of the
most advanced information systems in the world, like the Computerized Operations
Monitoring, Planning and Scheduling System (COMPASS), which provides
information for flight planning, scheduling, and load handling. The system, which can
be used to plan optimum flight schedules up to six years in advance, is unique in the
industry.
International Growth
1988 - 1990
UPS first went international in 1975 when it offered services
within the Canadian city of Toronto. Operations in Germany got
underway the next year. However, the 1980s saw UPS enter the
international shipping market in earnest, establishing a presence
in a growing number of countries and territories in the Americas,
Eastern and Western Europe, the Middle East, Africa, and the
Pacific Rim. In 1985 UPS started international air service
between the United States and six European countries. Then, in
1989, domestic air service was added in Germany.
Today, UPS operates an international small package and document network in more
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than 185 countries and territories, spanning both the Atlantic and Pacific oceans. With
its international service, UPS can reach over four billion people, twice the number of
people who can be reached by any telephone network.
1991-1999
Embracing Technology
1991 - 1994
By 1993 UPS was delivering 11.5 million packages and
documents a day for more than one million regular customers.
With such a huge volume, UPS had to develop new technology
to maintain efficiency, keep prices competitive, and provide new
customer services. Technology at UPS spans an incredible range,
from small handheld devices, to specially designed package
delivery vehicles, to global computer and communications
systems.
The handheld Delivery Information Acquisition Device (DIAD), carried by every UPS
driver, was developed to immediately record and upload delivery information to the
UPS network. The DIAD information even includes digital pictures of a recipient's
signature, thus giving customers real-time information about their shipments. This
proprietary device also allows drivers to stay in constant contact with their
headquarters, keeping abreast of changing pickup schedules, traffic patterns, and other
important messages.
At the other end of the spectrum, UPSnet is a global electronic data communications
network that provides an information processing pipeline for international package
processing and delivery. UPSnet uses more than 500,000 miles of communications lines
and a dedicated satellite to link more than 1,300 UPS distribution sites in 46 countries.
The system tracks 821,000 packages daily. Between 1986 and 1991, UPS spent US$1.5
billion on technology improvements, and plans to spend an additional US$3.2 billion
over the next five years. These improvements are aimed at improving efficiency and
expanding customer service.
In 1992, UPS began tracking all ground packages. In 1994, UPS.com went live, and
consumer demand for information about packages in transit soared. The following year,
UPS added functionality to its Web site that allowed customers to track packages in
transport. The resulting popularity of online package tracking exceeded all expectations.
Today UPS.com receives millions of online tracking requests daily.
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Expanded Services
1994 - 1999
By the late 1990s, UPS was in the midst of another transition. Although the core of the
business remained the distribution of goods and the information that accompanies them,
UPS had begun to branch out and focus on a new channel, services. As UPS
management saw it, the company´s expertise in shipping and tracking positioned it to
become an enabler of global commerce, and a facilitator of the three flows that make up
commerce: goods, information, and capital. To fulfill this vision of new service
offerings, UPS began strategically acquiring existing companies and creating new kinds
of companies that didn´t previously exist.
Through these acquisitions and creations, UPS sought to serve its customers in a new
way. By providing unique supply-chain solutions, UPS allowed its customers to better
serve their own customers, and focus on core competencies. In 1995 UPS formed UPS
Logistics Group to provide global supply chain management solutions and consulting
services based on customers´ individual needs. In 1995 UPS acquired a company called
SonicAir, making UPS the first company to offer same-day, “next flight-out” service
and guaranteed 8 a.m. overnight delivery. In 1998 UPS Capital was founded with a
mission to provide a comprehensive menu of integrated financial products and services
that enable companies to grow their business.
New York Stock Exchange
1999 - 1999
On November 10, 1999, UPS offered shares of its stock to the public for the first time.
This initial public offering strengthened UPS by giving the company the ability to use a
publicly traded security to make strategic acquisitions in important markets around the
world.
2000-2007
Global Commerce and Transformation
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2000 - 2007
Over time, UPS has become a leader in global supply chain management. At UPS,
global distribution and logistics involves managing not only the movement of goods,
but also the information and funds that move with those goods.
UPS customers repeatedly asked to tap into this expertise, which ultimately led to the
development of a full-service business. UPS Supply Chain Solutions is a streamlined
organization that provides logistics, global freight, financial, and mail services to
enhance customers' business performance and improve their global supply chains.
In 2001, UPS ventured toward retail business by acquiring Mail Boxes Etc., Inc., the
world's largest franchisor of retail shipping, postal and business service centers. Within
two years, approximately 3,000 Mail Boxes Etc. locations in the United States rebranded as The UPS Store® and began offering lower UPS-direct shipping rates. The
stores remain locally owned and operated, and continue to offer the same variety of
postal and business services, with the same convenience and world-class service.
UPS continues to expand service worldwide. In Europe, Asia, and South America,
customers enjoy an unmatched portfolio of time-definite and supply chain services.
Two major enhancements to international service came with the expansion of
Worldport, the air hub in Louisville, Kentucky, as well as the European air hub in
Cologne, Germany. With Asia identified as a primary growth target, in 2005 UPS
launched the first non-stop delivery service between the U.S. and Guangzhou, China.
That same year, UPS acquired the interest held by its joint venture business partner in
China, giving it access to 23 cities that cover more than 80% of the country's
international trade.
From using electric vehicles in New York City during the 1930s to developing water
conservation techniques while keeping the familiar brown package cars clean, as well as
operating the world's largest fleet of compressed natural gas (CNG) vehicles, UPS has
long practiced environmentally-conscious innovations. Although sustainable practices
are not new to UPS, the company recognized the need to formally document its focus
on responsible business models. In 2003, UPS issued its first Corporate Sustainability
report, highlighting the importance of balancing economic, social and environmental
objectives. Now an annual report, it tracks the company's key performance indicators
relevant to the business.
UPS continually gains wider access to various markets through acquisitions. The 1999
acquisition of Challenge Air made UPS the largest express and air cargo carrier in Latin
America. Purchasing Menlo Worldwide Forwarding in 2004 added heavy air freight
shipment capability, while the acquisition of overnight in 2005 expanded the company's
ground freight services in North America. Other recent acquisitions in the U.K. and
Poland present new opportunities for growth in Europe.
Over the past 100 years, UPS has become an expert in transformation, growing from a
small messenger company to a leading provider of air, ocean, ground, and electronic
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services. The most recent public change came in 2003, when the company introduced a
new brand mark, representing a new, evolved UPS, and showing the world that its
capabilities extend beyond small package delivery. The company went another step
further, adopting the acronym UPS as its formal name, another indicator of its broad
expanse of services. Ever true to its humble origins, the company maintains its
reputation for integrity, reliability, employee ownership, and customer service. For
UPS, the future promises even more accomplishments as the next chapter in the
company's history is written.
Worldwide Facts
Worldwide Facts
Founded: August 28, 1907, in Seattle, Wash., USA
World Headquarters: Atlanta, Ga., USA
World Wide Web Address: www.ups.com
Chairman & CEO: David Abney
2013 Revenue: $55.4 billion
Employees: 399,000 Worldwide (323,000 U.S.; 76,000 International)
Package Operations
2013 Revenue: $46.5 billion
2013 Delivery Volume: 4.3 billion packages and documents
Daily Delivery Volume: 16.9 million packages and documents
Daily U.S. Air Volume: 2.3 million packages and documents
Daily International Volume: 2.5 million packages and documents
Service Area: More than 220 countries and territories; Every address in North America and
Europe
Customers: 9.4 million daily (1.5 million pick-up, 7.9 million delivery)
Online Tracking: Average 47.5 million daily tracking requests
Retail Access: The UPS Store®, 4,803; Mail Boxes Etc.®, 2; UPS Customer Centers, 1,000;
Authorized outlets, 11,092; UPS Drop Boxes, 38,407
Operating Facilities: 1,990
Delivery Fleet: 98,926 package cars, vans, tractors, motorcycles, including 4,518 alternativefuel vehicles
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UPS Jet Aircraft Fleet: 237
Chartered Aircraft: 301
Daily Flight Segments: Domestic - 990; International – 1,015
Airports Served: Domestic - 382; International - 346
Air Hubs:
United States: Louisville, KY (Main Global Air Hub); Philadelphia, PA; Dallas, TX;
Ontario, CA; Rockford, IL; Columbia, SC
Europe: Cologne/Bonn, Germany
Asia Pacific: Shanghai; Shenzhen; Hong Kong
Latin America and Caribbean: Miami, FL, USA
Canada: Hamilton, Ontario
Supply Chain and Freight
2013 Net Revenue: $8.9 billion
UPS Supply Chain Solutions
Key Services: Logistics and distribution; transportation and freight (air, sea, ground, rail);
freight forwarding to 195 countries; international trade management, and customs brokerage.
Specialty Services: Service parts logistics; technical repair and configuration; supply chain
design and planning; returns management.
Facilities: 528 facilities in more than 120 countries; 30.9 million sq. ft.
Delivery fleet: 533
UPS Freight
Key services: Leading provider of less-than-truckload services coast-to-coast.
Delivery fleet: 5,680 tractors; 20,350 trailers
Facilities: 213 service centers
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U.S. Shipping Services
UPS offers guaranteed time-definite and day-definite delivery based on your shipment's
destination. Select any service for more information.
U.S. Shipping Services
International Shipping Services
Delivery Commitment
Freight Shipping Services
Service
Same Day
Delivery time provided when
order is placed
UPS Express Critical
Next Business Day
Delivery as early as 8:00 a.m.
UPS Next Day Air Early A.M.
Next Business Day
Delivery typically by 10:30 a.m.
UPS Next Day Air
Next Business Day
Delivery typically by 3:00 p.m.
UPS Next Day Air Saver
2 Business Days
Delivery typically by 10:30 a.m.
UPS 2nd Day Air A.M.
2 Business Days
Delivery typically by end of day
UPS 2nd Day Air
3 Business Days
Delivery by end of day
UPS 3 Day Select
1-5 Business Days
Delivery based on distance
to destination
View U.S. Ground Maps
UPS Ground
Contractual Services for Multiple-Package Shipments
1-5 Business Days
Delivery based on distance
to destination
View U.S. Ground Maps
UPS Ground with Freight
Pricing
1-5 Business Days
Delivery based on the UPS
shipping service you choose
UPS Hundredweight Service
International Services
Delivery Commitment
Service
Export and Import
Best Available Flight
Delivery time provided when order
is placed
UPS Express Critical
1-3 Business Days
Delivery typically by 8:30 or 9:00
UPS Worldwide Express
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a.m.
Plus
1-3 Business Days
Delivery by 10:30 a.m. or 12:00
noon
UPS Worldwide Express
1-3 Business Days
Delivery by end of day
UPS Worldwide Express
Freight
1-3 Business Days
Delivery by end of day
UPS Worldwide Saver
2-5 Business Days
Delivery by end of day
UPS Worldwide Expedited
Day Definite by Date
Scheduled
Delivery by end of day
UPS Standard
Next Business Day
Delivery typically by 10:30 a.m.
UPS Worldwide Express
NA1
3 Business Days
Delivery by end of day
UPS 3 Day Select from
Canada
Import Only
Freight Services
Delivery Commitment
Service
Air Freight Within and Between the U.S., Canada, and Puerto Rico
Next Business Day
Guaranteed delivery by 12:00 noon
or 5:00 p.m.
UPS Next Day Air Freight
Next Business Day
Delivery by 12:00 noon or 5:00 p.m.
UPS Next Day Air Freight NGS
2 Business Days
Guaranteed delivery by 12:00 noon
or 5:00 p.m.
UPS 2nd Day Air Freight
2 Business Days
Delivery 12:00 noon or 5:00 p.m.
UPS 2nd Day Air Freight NGS
3-4 Business Days
Guaranteed delivery by 5:00 p.m.
UPS 3 Day Freight
3-4 Business Days
Delivery by 5:00 p.m.
UPS 3 Day Freight NGS
Air Freight For All Other Origins and Destinations
1-3 Business Days
Delivery by end of day
UPS Worldwide Express
Freight
1-3 Business Days
Delivery to airport by end of day
UPS Air Freight Direct
3-5 Business Days
Delivery to airport by end of day
UPS Air Freight Consolidated
Less-Than-Truckload (LTL)
Varies by Service
Selected
Delivery based on destination and
origin
UPS Freight LTL
Learn more about UPS by watching the videos below:
Video 1: http://www.youtube.com/watch?v=KWAwL3Rlbjo
Video 2: http://www.youtube.com/watch?v=pcsk9nEKPGM&ob=av3e
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Note: CSUF students at minimum should understand all Domestic offerings and the
following International offerings: WW Express / WW Express Saver / WW Expedited
service. Additionally, you should know LTL Services. Just right click on the attached
blue links and select “Open Hyperlink” and learn about the service descriptions.
Selling
Sales Professionals manage a book of business in their territory. Their responsibility is to
Analyze customer data to find and understand trends in customer shipping patterns and
behavior, to analyze the market share in their book of business / territory in order to
identify business opportunities. Sales Professionals Plan their visits to effectively
explore and uncover new opportunities, retain existing customers as well as stem off
competitive threats. Finally, Sales Professionals must Execute their plans and strategies
to covert, penetrate, and retain accounts effectively in order to grow the business in their
patch of land.
Analyze
Plan
Execute
We are the largest Transportation and Logistics Company in the World and our people
sell by Creating Value and Differentiating themselves from their competitor. We do not
sell on price as we understand the concept that if you, “Win on Price You Lose on Price”.
Sales Professionals are expected to ask high impact questions in order to understand the
customer’s total supply chain (Inbound, Outbound and Returns) and understand
challenges that are keeping customer from realizing their business goals. We use a
question and probing model to identify challenges the customer is having in their Supply
Chain or to understand the strategic direction of a company. They plan their visits in
order to have productive dialogue that is relevant to the customer and speaks to satisfying
their needs. Additionally, Sales Professionals are required to know where the customer is
in the Buying Cycle (Evaluating their Options, Purchasing Etc.) and have to sometimes
effectively handle objections in order to make the opportunity viable.
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*Diagram of Buying Cycle obtained by DavidTang.org
Once the Account Executive builds Value by understanding the customer’s Supply Chain,
Business Goals and Challenges they must align their products and services strategically
to Quantify the Value of their proposed solutions. When Account Executives do a poor
job quantifying the value of their solutions the negotiation immediately turns to price.
The objective is to help customers achieve their goals with transportation and logistics as
well as with distribution and warehousing needs to help the customer grow their business
and streamline processes throughout their Supply Chain. In many cases Account
Executives map out a customer’s Supply Chain and processes. Through this process we
uncover customer Needs by exploring opportunities effectively to Build Value.
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*UPS White Paper “Inventory in Motion”
Handling Common Objections:
 I am happy with your competitor
 I’m concerned with Damages
 I’m concerned with International Shipping Reliability
 Your Price is too high
 I’m concerned with Representation

I’m concerned with your ability to pick my packages up
The way you handle customer objections is critical to gaining trust and cooperation to
explore the customer’s business and gain an opportunity to advance the sale. In fact we
carry more International Shipments all over the world than any of our competitors and we
are the most reliable carrier according to Fortune Magazine’s annual study for the last 18
years running. We also have the largest and highly respected and trained sales force in
the world. When customers complain about any aspect of our service these are isolated
issues but perception is reality and effectively getting past the objection is critical to
having a productive meeting with a potential client.
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UPS Job Summary
The Account Executive is responsible for achieving his/her assigned sales plan by
generating profitable UPS Small Package revenue growth through the development of
new business and the retention of existing business within his/her territory. This position
analyzes customers’ current supply chain needs to create appropriate solutions and
promptly respond to customers’ requests.
The primary focus of this position is to conduct face-to-face customer sales calls. The
Account Executive travels to customer sites to hold meetings and gather information.
This individual analyzes customer billing technology and proposes technology solutions.
The Account Executive builds relationships with key stakeholders, and generates revenue
opportunities across all product and service lines. Pre-sale duties include preparing action
plans and customized presentations, and performing pre-call research and analysis. Postsale duties include ensuring smooth implementation and account setup, and training
customers on UPS technology solutions, billing analysis tools, and packaging techniques.
The Account Executive also responds to internal and external customer concerns or
problems, determines corrective actions, and/or assigns response personnel.
Other Duties

Maintain and grow a book of business (e.g., ground, air, international, freight)

Introduce new products and services and expand business opportunities within
customer accounts

Track sales performance to objectives

Monitor account statistics and respond to internal sales leads to identify
opportunities and create sales strategies

Research resources and account history

Qualify leads

Submit pricing requests and analyze price quotes

Develop standard operating procedures (SOPs), generate standard and customized
reports and queries, access appropriate databases, and interpret and clarify data
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Preferred Competencies

Applies business and industry knowledge and understands how key factors impact
business strategies and customer organizations in areas such as industry trends,
global business perspectives, and organizational structures and functions

Applies financial expertise by analyzing and evaluating financial data, patterns
and trends to determine the financial impact of a decision on the customer and the
company.

Applies knowledge of customer business models and operating structures and
offers logistic sales solutions that support the customer’s strategic business
objectives

Applies knowledge of the features and business applications of services, products
and customer-facing technology offerings and solutions

Applies supply chain and logistics knowledge of the flow of materials,
information, and finances involved in manufacturing and distributing products

Applies knowledge of core business and of freight structure and operations to
resolve problems, make decisions and achieve business objectives

Assesses and identifies business needs and conducts customer analysis to
determine customer requirements and constraints, determine the impact of
products/services on customers, and identify which products, services and
features to promote to current/potential customers

Builds business partnerships and develops key customer relationships to
maximize account profitability. Understands the customer’s business and aligns
account strategies to customer goals

Conducts competitive analysis of competitor’s offerings and strategies, and
maintains awareness of competitive environment

Creates and develops strategies and plans for effectively managing accounts

Negotiates with others by identifying desired outcomes, organizational priorities,
and appropriate strategies and concessions. Asks pertinent questions, considers
alternatives, persuades others, and bargains for win-win solutions

Solicits information using information gathering techniques such as asking open
and closed-ended questions, probing for details, and interviewing others to obtain
additional information
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Sales Professional Video’s:
http://jobs-ups.com/omaha/sales/jobid4326719-account-executive-jobs#
UPS Solutions:
Our customized customer centric solutions can impact Shipping and Distribution,
Customer Service, Billing as well as Sales. The following are some solutions our
Account Executives position with our customer:
Quantum View Manage for Visibility:
Improve Billing and Collection Cycles with Quantum View Manage
Quantum View Manage is a Web-based tracking solution that gives you visibility into
shipping activity.
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Accelerate cash flow with delivery alerts that help you bill and collect faster, and
anticipate funds by knowing when C.O.D. shipments have been delivered.
With automatic exception alerts, find out early if a change in delivery date could
delay your ability to invoice customers.
Respond more efficiently to non-payment issues related to failure to receive
shipments, and provide a signature delivery confirmation to help reduce nonpayment, credit card holds, and charge-backs.
Speed up the research process by creating customized shipment lists and reports
that are sorted or filtered using your choice of shipment attributes, like the
references entered into CampusShip, for cost allocation purposes.
http://www.ups.com/content/us/en/bussol/browse/ups_tracking.html?launchVideo=upss_dm_qvm
_0611_
Billing Center to reconcile Small Package and Freight Bills:
Quickly Access Invoices and Allocate Costs with UPS Billing Center
UPS Billing Center offers a secure way to manage and analyze invoices with custom
reporting.
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
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
View shipments by reference number, and streamline cost allocation with
reporting for package and LTL shipments.
For domestic as well as export and import invoices, create and download an
invoice summary report, along with detail reports such as invoice, reference
number, approved reference number, tracking number, or address correction.
Bill for services earlier by accessing invoicing information at any time.
Receive email notifications when new invoices become available, and set up
helpful alerts like payment reminders and confirmations.
Save time by paying your UPS invoice online.
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Integration to streamline the Shipping Process:
WorldShip Integration
WorldShip integration gives you several options for getting the information required to
generate shipping labels. You can import an address book and manage addresses to
simplify entry of recipient address details. If you connect to a data file, you can pull
complete shipment information one order at a time or as a batch. You can even automate
label generation by telling WorldShip how often to scan for new shipments.
WorldShip's benefits extend beyond the warehouse, too. By setting up data feeds into and
out of WorldShip, you can streamline order entry, customer service, accounting,
procurement, and billing processes.
Business is better when systems communicate. Start using WorldShip's time-saving
features and integration capabilities.
http://www.ups.com/content/us/en/bussol/browse/worldship.html?launchVideo=upss_dm
_worldship_0611&returnURL=http%3A%2F%2Fwww.ups.com%2Fsearch%2Fbussol%
3Floc%3Den_US%26query%3DIntegration+Worldship%26searchwithin%3DbusinessSo
lutions%26offset%3D0%26role%3Dall%26industry%3Dall%26calltoactions%3Dall
Paperless Invoice for International Shipments:
Electronic Commercial Invoices Speed Data to Customs
UPS Paperless™ Invoice is an industry first that promotes sustainability and eliminates
the need for paper commercial invoices by integrating order and shipment processing,
and transmitting commercial invoice data to enable clearance by customs offices across
the globe. You can easily manage your paperless shipping lane preferences on a pershipment basis, or by shipping lane, to gain even more flexibility.
UPS Paperless Invoice includes paperless NAFTA Certificate of Origin for shipments
between the United States and Canada.
All you have to do is enter shipment commodity details into your UPS shipping system.
The information is then available electronically and used to clear your shipment through
customs. If you complete your international paperwork outside of the shipping system,
the Upload My Forms feature allows you to upload your own trade documents to travel
electronically with your shipment. With this electronic transmission, shipment processing
for package or air freight can begin earlier, enabling timely customs clearance.
UPS Paperless Invoice works seamlessly with all current UPS shipping systems. There is
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no need for additional software. Any company, regardless of size or industry segment,
can use UPS Paperless Invoice free of charge.
http://www.ups.com/content/us/en/bussol/browse/air_freight.html?launchVideo=upss
_an_paperless_0611_
Import Control to control and manage inbound shipments coming from other countries:
Take Control of Your Imports: Minimize Delays and Reduce Costs
UPS Import Control delivers the most comprehensive inbound shipping solution
available. Now you can specify the transit time for each import shipment, while
providing the documentation needed to facilitate customs clearance. So you can prevent
unnecessary shipping costs or delays. UPS puts you in the driver’s seat with advanced
technology that ensures your inbound international packages are delivered to your exact
specifications.
http://www.ups.com/content/us/en/bussol/browse/import_cntrl_resources.html?retu
rnURL=http%3A%2F%2Fwww.ups.com%2Fsearch%2Fbussol%3Floc%3Den_US
%26query%3DImport+Control%26searchwithin%3DbusinessSolutions%26offset
%3D0%26role%3Dall%26industry%3Dall%26calltoactions%3Dall
Branded Label to Market your product more effectively:
Along with the UPS Shipping Label a second label can be used to advertise your product
and to offer discounts that are trackable through a UPS Code. It’s all about visibility and
brand recognition and UPS gives you the ability to lure customers back to your website
for repeat business.
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UPS Returns to streamline the returns process:
Efficient returns mean happier customers
Handling returns can be a difficult task for your business, and it's not so easy for your
customers either. Avoid repeat customer calls or lack of product return visibility and
overcrowded warehouse space.
Get an easy and efficient process for sending a return label to your customer online, and
turn the returns process into a streamlined operation without the need for your own IT
resources.
Automating Returns
UPS Returns® on the Web-Ready to Use is a self-service returns solution that automates
the returns process without changing the way you run your business. This service allows
returns to be completed online by the customer, including the delivery of a UPS return
label. You can also link your back-end databases to the returns process to maximize the
use of the return product information, reducing costs while improving customer service.
Online Returns Benefits
We've made processing your returns online a simple, ready-to-go option. You can get
connected easily with UPS and start offering a new level of support to your customers.
Now, that's what real customer service is all about.
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Your customer service staff can process returns faster and e-mail customers a link
to your dedicated returns website.
Your customers can print their own labels when needed.
You can implement special routing instructions and route specific returns to
different locations.
You can even implement any special business rules for customer service, like
restricted shipping options.
You can customize e-mail with instructions for processing returned shipments.
http://www.ups.com/content/us/en/bussol/browse/shipping_returns.html?launchVideo=upss_dm_
md_returns_0809
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Sales Competition Scenario:
You are a UPS Sales Professional and you are going into a new business opportunity
called Brickman Technology to explore and understand their business. They currently
use you competitor for all of their shipping needs and are satisfied with their service
according to your UPS Driver. Your responsibility will be to explore the customer’s
entire supply chain and possibly align UPS solutions to their needs. You are meeting
with the Transportation Manager, Customer Service Manager, and the Finance and
Accounting Manager in this call. You should seek an advance to present formally to the
CEO and CFO of Brickman if the time is right.
Brickman Advance Technology Inc (BAT)
www.brickmanat.com
ABOUT US
Brickman Advanced Technology™ is a leading-edge technology company providing
high tech solutions to the automotive industries. Brickman Advanced Technology Inc is a
leading developer of electronic fuel injection systems, EFI components, intake manifolds,
tuning tools for high performance and street applications. Aftermarket automotive parts
is their specialty with distinctive product lines that have expanded over the years to
include high tech components for electric and hybrid automobiles. Brickman Advance
Technology Inc continues to grow their business with customers throughout North
America, Europe and Asia. Innovative solutions include the newly developed fuel
injection fuel mizer that installs in minutes to almost any vehicle and increases fuel
economy by 25-40%. The Fuel Mizer and other similar innovations have built Brickman
Advance Technology Inc reputation as a global leading edge manufacture. Innovation,
Quality, Customer focused and always looking towards the future Brickman Advance
Technology Inc is dedicated to excellence. We are registered to ISO 9001:2008 and
ISO/TS 16949:2009. Located in Ohio for the past 25 years.
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VISION STATEMENT
Brickman Advance Technology Inc delivers innovative, quality products to a global
market. Our focus will always be on exceeding our customers’ expectations and
providing opportunities for our employees to have rewarding careers. We will do this by
delivering innovation in our products and service and by developing outstanding
relationships with our valued customers. We will deploy cutting edge technologies to
produce products that meet the demanding requirements of our industrial OEM customers.
These technologies will then be leveraged into the automotive market channels. As a
global supplier of automotive parts, we recognize the need to grow with our customers
and to continuously expand the solutions we bring to the marketplace.
COMPANY HISTORY
In May of 1977, Michael S. Sylvester founded Brickman Advance Technology Inc.
Creating automotive solutions through advance technology and innovation with a focus
on quality and customer service. Michael surrounded himself with the best in the
industry and created an environment that allowed creativity and new ideas. Brickman
Advance Technology Inc is known for its quick customer service and attention to details.
Customer focused new products have driven Brickman Advance Technology Inc growth
over the last five years to double digits. This growth expands over the globe and Michael
expects this trend to continue with the introduction of their new innovated products like
the Fuel Mizer. The growth strategy is simple, focus on the customer, and develops
leading edge automotive solutions and achieving our goal of industry leading excellence.
Training Sessions:
On ____________________ we will be training you on Sales Techniques. It will be your
opportunity to ask any questions or concerns about the Brickman Technology Scenario.
Effective use of these sales techniques is a must at UPS to build value with customers and
take the focus off of price.
General Comments and Suggestions:
We suggest you have a basic understanding of UPS’s rich history so that you recognize
the breath and scope of our company. We also suggest you take a look at the video links
we provide to you and the solutions we highlight in this document to get a basic
understanding of the solutions you might want to position in the call with Brickman
Technology Inc. You should have a general working knowledge of our service offerings
for Domestic and International as well as LTL Freight Services. If more information is
needed please visit www.ups.com .
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Judging Criteria
Approach (5%)
Needs Identification (25%)
Product / Service Presentation
(25%)
Overcoming Objections (15%)
Close (10%
Communication Skills (15%)
Overall (5%)
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