Customer Pre-Call Planning Template

Customer Pre-Call Planning
Customer Name:
Brief Company Snapshot:
Any resource Links needed for presentation?:
-1- Point of Contact*
First NameLast NamePosition
-2- Point of Contact
First NameLast NamePosition
-3- Point of Contact
First NameLast NamePosition
-4- Point of Contact
First NameLast NamePosition
-5- Point of Contact
First NameLast NamePosition

Sales Summary--Product Discounts (Metalworking products)

	Previous 12	Previous 13-24	Target Category?
Abrasives
Carbide Indexable
Cutting Blades
Drills/Reamers
EDM Wire
End mills & Cutters
Flat stock
Ind Publications
Machinery
Machine Tool Accessories
Measuring Instruments
Metalworking fluids
Taps/Dies
Tooling Components
Welding

Sales Summary--Product Discounts (MRO)

	Previous 12	Previous 13-24	Target category FY21?
Automotive
Electrical
Fasteners
Hand tools
Hardware
Hose, Tube Fittings
HVAC
Janitorial
Lubrication
Material handling
Marking & Labeling
Motors
Office Equipment
Packaging/Shipping
Paints/Adhesives
Plumbing
Pneumatic & Hydraulics
Power Tools
Power Transmission
Process Equipment
Production Tool
pumps
Raw Materials
Safety

COVID-19 -Pandemic Related
What types of challenges are you facing due to the pandemic?How has the covid-19 affected your business in general?What are your current restrictions for vendors and visitors and such?Have you had any outbreaks or anyone direct affected by Covid?Did you see the Cares act summary? Did you get any value from it?I know some of PPE shortages and supply chain disruptions have created some challenges for some of my customers. In many cases, msc has been able to source some of these hard to find items or at least suitable alternatives. Have you seen the Crisis response checklist i sent you recently?I know ear loop masks, and hand sanitizer have been in high demand. We just got a huge shipment of both and they are now available in smaller quantities and priced to move. Of course, they always sell out just as quickly as they come in so they being sold first come first serveIt seems like things are starting to loosen up just a bit here, but we both know there is going to be some changes moving forward? What are you guys doing to prepare for the new normal?I know in-person meeting might be a little tough right now but i think we should set up a short virtual meeting to address some of these challenges. What works for you?The world is definitely thrown us a curveball here with this whole covid-19 pandemic and and with that being said I know you're facing new challenges a lot of uncertainty and possible change but sometimes times of uncertainty can be a perfect opportunity to look at your plant operations differently
Industry Specific -Discovery
What's the bulk of your work load right now? Is it milling, turning, tapping, or drilling?If there was one area, job, or application you could improve upon in the shop what would it be?I know you like to use (brand x) tooling, but would you be open to doing some testing at no risk to you to find a more cost effective tolling solution?You and I both know that technology changes practically overnight in our industry. What was great a year ago might not cut the mustard today and even if it does there is surely something out there that is even better...So if i could show an (new tool) that would save you time and make you money,, would you keep an open mind to it?Have you ever met or worked with our metalworking specialist?
Discovery/Need Questions
What Projects are you Currently Working on Now?What are your biggest challenges this year?What are your biggest priorities this year?What are your business growth goals for this year?Who are your biggest competitors?What are your company’s competitive strengths and weaknesses?What has your companys growth been to date?How do you see your business grow, and your needs changing over the next one or two years?What is the biggest challenge/frustration you face with your current process?What factors are limiting your process from being as effective as it could be?Other clients we’ve spoken with are challenged by common issues like ‘A, B, and C.’ How are these challenges affecting your business?Who are you doing business with now? Why did you choose that vendor?
Authority Questions
Is there anyone else in your company you’d like or need to include in these discussions?Who first decided to explore the idea of this solution within your company?Do you anticipate any pushback from your colleagues or superiors against this solution?Are you the person that makes the final decision ?How will the decision-making process work?
Budget Questions
What is total annual Tooling/MRO Spend? Just a Ball park figureDoes that include like PPE like gloves, safety glasses and earplugs?How about janitorial/Office equipment? What would you say you spend annually ?Im just trying to learn more about your business and get a better idea of your spend on consumables, because the more i learn about your business the better job i can do for you..KNow what i mean?Do you currently have a budget allocated for this solution, or will you have to make a case for one?What is your budget for this solution?How much have you spent on similar solutions in the past?Would you be willing to meet us at our price if it means great service?
Timeline Questions
What’s prompting you to do something about this challenge/opportunity now?How long have you been facing this problem/dealing with these pain points?What is your timeline for making a decision?How soon would you be open to install/onboarding/delivery?
Business/Solutions Impact Questions
What if you could gain more productive hours with lean inventory management at no added cost? Would you keep an open mind to that?What challenges have you run into with other solutions you’ve tried?Just so I can be sure we are providing you with with the support/service you need, what are you are your expectations?How do you see your business needs changing as your company evolves?Which teams/departments would be affected/would benefit from this?What spillover benefits or qualitative results would you like to see from this deal?Would you be interested in further training sessions or perhaps lunch or learns ?
Competitor/Industry Questions
Have you tried a solution like ours in the past? What were the results?Which company or provider are you currently working now? (If you have already)Do you have a contract in place with one of our competitors? What are the terms?Why did you initially choose to go with (name of competitor)?Why are you considering changing suppliers/partners at this time?Why are you unsatisfied with the current solution/state? And what specifically are you looking for in a new partner/provider?How much do you know about us, our product, solutions, and/or our service?Are you exploring any other options or solutions with other industry competitors ?How much emphasis do you place on service in a package like this?
Pipeline Advancement Questions
I've already helped several customers just like you with the same or similar solutions and it looks like a great fit to me.. What do you think?Do you have any questions, comments, or concerns I can address at this time?Do you have any concerns about how our product/service would work?Are there any reasons why we can’t move forward at this time?What questions do you have that I haven’t answered yet?What else can I do to help you finalize this decision?What’s the best way to communicate with you moving forward?
Closing Questions
It definitely looks like were on the same page here and i know we can meet your needs with this solution, When should we get started on implementation?If we could find a way to deal with [objection], would you feel comfortable moving forward?Unless you have any more questions or concerns, I think we're ready to get started. DO you agree?Does the product/solution make sense to you?All things considered, I think these two products would work best for you. Would you like to go with [X] or [Y]?Can you send me a list of your tooling/MRO Supplies so i can get started putting an item plan together?Lets do this. I'll bring in my (MWS or the subject matter expert) I have a field day planned in a couple weeks anyway so ill be in the area. I figure they are they are the experts and may be able to provide some unque insight that i cant give you..Its at least worth a converstaion right?I know you said you need to have a solution in place by [date]. Working backward from that day and factoring in implementation and training time, it looks like we'd need to get started by [date] in order to meet that deadline. Can you commit (date) to get started?When can we begin [implementation, training, etc.]?I feel like We've gotten our signals crossed and been playing phone tag for a while now. Am I right in assuming this isn't a priority for your business at the moment, or is it just not the right solution/fit?What are your must-haves, should-haves, and could-haves?What will it take to win your business?
Follow-Up Questions
Has our product/service lived up to your expectations?What improvements/results have you gotten with our product/solution?Is there anything we need to address that would keep you from reordering/renewing?Have you looked into our solution on [blank]?Now that we have least somewhat proved our value to you with this solution, will you allow us to at least compete for the business in other areas?What does success look like for you… your business…this project…our work together
Specific Question to ask customer
Specific Question to ask customer
Specific Question to ask customer
List Navigator Plays and other potential Opps:
List Other Talking Points:
Any resource Links needed for presentation?:
What is the Objective for this call (Value delivered?)
What Message/Insight will you use to achieve your objective?

Opportunity/Commitment (What is the Next Action Step?)

	Improvement Activity	Next Action Step	Who Owns it?	Deadline Date?
Opp #1
Opp #2
Opp #3
Opp #4
Opp #5
Opp #6

Opportunity Campaigns (FY20-21)

	Do we have the Business?	If YES, Can we grow the business	If NO, Can we target the business	Next Action Step	Who Owns it?	Notes
Millmax™
SafetyMax™
ABC Analysis/MSC Solutions
Category Discounts & CSD Review
CRC Risk Reduction
Heat Stress
Food for thought-COVID-19
Preparing for New Normal-COVID-19
Pandemic Solutions-COVID-19
KN-95-Lower Price PPE
Fluke Preventative Maintenance
Milwaukee Tool Promo
Washroom Solutions

Opportunity/Commitment (What is the Next Action Step?)

	Do we have the Business?	If YES, Can we grow the business	If NO, Can we target the business	Who Owns it?	Next Action Step
Abrasives
Carbide Indexable
Cutting Blades
Drills/Reamers
EDM Wire
End mills & Cutters
Flat stock
Ind Publications
Machinery
Machine Tool Accessories
Measuring Instruments
Metalworking fluids
Taps/Dies
Tooling Components
Welding

Opportunity/Commitment (What is the Next Action Step?)

	Do we have the Business?	If YES, Can we grow the business	If NO, Can we target the business	Who Owns it?	Next Action Step
Abrasives
Carbide Indexable
Cutting Blades
Drills/Reamers
EDM Wire
End mills & Cutters
Flat stock
Ind Publications
Machinery
Machine Tool Accessories
Measuring Instruments
Metalworking fluids
Taps/Dies
Tooling Components
Welding

Who or What Resources Needed to move next action step forward?:
Other ways you can help your Customer's pain point and help them improve Business?
Upload PDF Files needed:
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Customer Post Call Discovery
What Manufacturing Processes do they use?
CoatingsLaser EngravingPlatingDie CastingsContinuous CastingsCentrifugal; CastingsInjection MoldingRapid PrototypingExrusion moldingPowder MetallurgyShearingStampingRoll FormingRoll BendingCNC MachiningMillingTurningThreadingBoringDrillingKnurlingGrindingSawingFabricationWeldingBrazingEngineering and DesignMaint. and repair
What Resources Can we use to win more business
MWS-Paul KlettBDE-Shannin MidthumBDR-Luke PeasleeBDM-Sherry BriccoSafety Specialist-Lisa Rozek
What Business Can we Target ?
MetalworkingAbrasivesSafety/PPECovid-19Fasteners
What Types of Machinery and Equipment does customer have in shop?
What Ferrous Materials does the customer work with?
Low Carbon SteelMedium Carbon SteelHigh Carbon SteelTool SteelCast Iron200 Series stainless300 series stainless400 series stainless500 series stainlessNickel Based & High Tempo AlloysTitaniumHasteloyOther
What Non Ferrous Materials does the customer work with?
AluminumCopperBrassBronzePlasticsOther
Big challenges, trends or changes in your Customer's Industry
Who is MSC Biggest competitor here and why?
What are the customers pain points?
What type of Sales Cadence does the customer prefer moving forward?
WeekyBi-weeklymonthly
Should be Empty:

Customer Pre-Call Planning

Customer Post Call Discovery