Meeting customers
expectation
RFI process review
PRESENTATION BY
START
GBL
mailbox
OTHER SITE
VER+MULTISITE
RFP process
RFI process
RFI Owner
Logs in CRM (ZNA#
assigned) and
creates SP site
RFI Owner
OPS Lead(s)
Sends RFI to the
OPS Lead(s) who
need to provide
input
Complete RFI using
database by agreed
deadline, Update db
if needed
RFI Owner
Finalize RFI, send it
to AM for final and
input review and
save a copy in CS SP
RFI Owner
Sent RFI to the
Client and update
CRM
END
Client Service
Sharepoint
RFI dababase is a
tool in Excel format
that collect the FAQ
received in Client
Service site
RFI database
Meeting customers expectation
 Why customers need to know more about us?
Today topics

Selling process

Voice of customers

Target

Workshop session
Core Values
Trustworthiness
Trust is the foundation of our company. It is an essential human value that we
honor in all our activities, from the way we operate to the way we communicate.
Service
Our customers are our most important stakeholders and the reason for our
existence as a company. We support our customers and collaborate with our
internal colleagues with professionalism, courtesy, clear accountability and a sense
of urgency. Our goal is transform customer service into customer delight.
Quality
We strive to deliver the highest possible quality in the scientific services we
provide to our customers. Only by doing so can we be considered leaders in our
industry.
Knowledge
The quest for knowledge is never-ending, and as part of our pursuit of scientific
excellence we are driven to expand our universe of knowledge in all our fields of
expertise.
Teamwork
There is no more important asset than our people. Across all our sites and at every
level of our company we promote learning, sharing and individual growth so that
we can build a team that is much more than the sum of its individual parts.
The Consultative Selling
Process
Establish
Rapport
Identify
Critical
Needs
Achieve
Credibility
Bridge
Needs to
Capabilities
Overcome
Objections
Close
An example
VISIT/
AUDIT
RFI
change of
success
5
%
15
%
CONTRA
CT
RFP
25
%
10
0
%
Request for Information:
why your customers do it?
 To gather information about:
 The suppliers themselves (facilities, finances, attitudes,
motivations)
 The state of the supply market
 Supply market dynamics
 Trends and factors driving change
 Alternative pricing methods
 Supplier competition
 Breadth and width of product/service offerings, by supplier
 Supplier strategic focus, business and product plans
Make or Buy: need to consider whether to make or buy
some or all of a product or service. Need to consider a
number of factors:

Make

Buy

Available capacity

If an organization has available capacity, it makes sense to utilize it.

If an organization does not have available capacity, it makes sense to utilize it.

Expertise

If a firm has expertise in a field, it may make sense to utilize it.

If a firm lacks expertise in a field, it may make sense to buy it elsewhere.

Quality Consideration

Firms that specialize can usually offer higher quality than an organization can obtain outside.

Firms that do not specialize usually do not offer higher quality.

Nature of demand

When demand is high, firm should do the work itself.

When demand is low, firm should not do the work itself.

Cost

Need to consider all cost factors when deciding whether to make or buy.

Need to consider all cost factors when deciding whether to make or buy.

Product Architecture

Integral products

Modular products
The value pyramid
Innovation
Cost
Service
Quality/Regulatory
Assurance Of Supply
RFI The vehicle to let the customers know
knowledge
RF
I
Thank You.