Tensitron Playbook PDF 17th August 2021

Playbook 17th August 2021 Version 3.0, Final  PURPOSE STATEMENT The purpose of this playbook is to help Tensitron run smoothly and effectively by sharing the process knowledge, maintaining a consistent workflow, providing consistent information, vision, and strategy to all our emplo...

Playbook 17th August 2021 Version 3.0, Final  PURPOSE STATEMENT The purpose of this playbook is to help Tensitron run smoothly and effectively by sharing the process knowledge, maintaining a consistent workflow, providing consistent information, vision, and strategy to all our employees. It describes our company's policies, workflows and procedures, and explains how the business operates as well as the role each department plays.  Table Table of Contents of Contents Chapter 1: Tensitron History and Mission Chapter 2: Value Proposition Chapter 3: Tensitron Products Chapter 4: HVNs and HVTs Chapter 5: Market Segments Chapter 6: Marketing Chapter 7: Sales Process Chapter 8: Post Sale Resources Chapter 1: Tensitron History and Mission HISTORY OUR MISSION Tensitron is a KTC Instruments Company, Tensitron provides tension-measuring solutions founded in 1935, which designs, which enable our customers to maintain manufactures, sells, and services digital, mechanical and electronic tension measuring quality, save time and money. instrumentation. Our products are used in We manufacture 100% in the USA and commit many different industries and companies for a to the highest standards of quality. variety of quality control purposes. We are We provide prompt, highly-skilled, recognized as the leading provider of superior precision tension meters and tension knowledgeable and personalized support to our measuring instrumentation. Tensitron meters new and existing customers. are used world-wide in manufacturing and testing and transportation applications.  Chapter 2: Value Proposition We have been the leader in tension testing for the last 86 years! We help the largest and most respected companies in the world test tension. We make Quality Managers, Aviation Maintenance, Operations Managers, Technicians, and Shipping Managers look good! (saving money, preventing issues) We provide highly precise, cost-effective equipment that fits the application. We offer Industry leading after-sale care.  Ready to work right out of the box User friendly design making it easy to train others We provide detailed training videos Can be easily transported, weighing 2-10 lbs. Showing Value And Take the meter directly to the material Ease Of Use To The Can be used in virtually any position Quality that is built to last Customer Made in the USA with a 1-year warranty to back it up Calibrated and NIST-certified to the highest standard Top-notch customer service with live chat during business hours Fastest OEM calibration & repair turnaround in the business Expedited calibration & repair options available  Chapter 3: Tensitron Products ACX BTX CX LX ACM Transducers TX STX WX TR *Click Excel Icon to open Product Reference Tool  Chapter 4: High Value Needs Process Control Tension Testing High Quality Compliance Reliable Customer Straightforward Equipment Service Products When critical tension is Built to last Save money! Adherence to Internal Easy to use products that Prevent damaged products Standards, External Knowledgeable Customer are ready to work right required for their processes 1 year warranty Prevent downtime on Service Reps and products Consistent and reliable Regulations, and/or Vendor out of the box production equipment Specifications Consistent and reliable Can easily train others to readings support via the phone, use them High accuracy tension prevent customer issues email, or online chat testing Good customer rapport Note: High Value Needs are customer focused. What do they care most about? These need to be identified to ensure we are meeting them. Chapter 4: High Value Criteria for Targets Chapter 4: High Value Target Customers Chapter 4:How to achieve (HVT) by using the scorecard The scorecard is an essential part of process to figure out how to achieve the High Value Target. By doing this practice we know our customers need and requirement and how we can help them to achieve their goals by using our product. We can also use this to determine how we can build a long term relationship with them to achieve our goals. How to fill the score card? Following are the steps to fill the score card 1. Why measuring tension is an essence to their business? 2. Do they use the meters for internal process verification for certifying their products? 3. Chances to grow for us in different units within their business. 4. Evaluate by the company’s size, global reach locations and brands. 5. How frequently the meters being used by the customers in their business(daily or monthly uses). 6. How useful our meters are to meet the customer’s standard process. Chapter 4: Scorecard Required Research To fill scorecard the very first step is to research and know more about our customer. Following are the standard research process: Research Type: Research Criteria: 1. Check the Company website to fetch the 1. Company Size - Revenue, Global locations, information. Industry Type and Industry leaders. 2. Check Social media and Professional/Career 2. Mission Statements - Values for customer, quality. platform like LinkedIn, Instagram, 3. Projects - Known for any project?, or any upcoming glassdoor, Career builder, Indeed. project. 3. We can also try to get the information on 4. Product and Service type different marketplace by doing general search on google.  Chapter 5: Market Segments Aviation Industry: Commercial, General, and Military ACX-1 and ACM meters High Value Needs (HVNs): Reliability, focused on standard cable sizes (as opposed to custom), adherence to standards, specs and regulations Many customers located at or near airports, dozens of countries represented Major customers: Boeing, Bombardier/Learjet, US Air Force, Pilatus Aircraft, Textron Aviation, Skywest High Value Targets (HVTs): AAR Aircraft Services, Aviation Technical Services, Flightstar Aircraft Services, GE Aviation, Pemco World Air Services  Chapter 5: Market Segments Packaging Industry: Glass/plastic bottles, aluminum cans STX-1 and occasionally BTX-1 meters High Value Needs (HVNs): Maintaining tension that is neither too high nor too low (to avoid squeezing products while still holding them firmly), ease of use and tension reading Many inquiries from potential customers who are new to concept of precise tension measurement (education is key) Major customers: Crown Cork, Owens-Illinois, Graham Packaging, Ball, Ardagh Group, Signode (also supplies straps themselves), Silgan, Anheuser-Busch High Value Targets (HVTs): International Paper Company, WestRock, Tetra Laval, Smurfit Kappa Chapter 5: Market Segments  Chapter 5: Market Segments Underutilized Market Segments Pharmaceutical/Medical Industry (WX-1, TX-1): Numerous medical technology companies have inquired about measuring tension on various surgical fabrics, webs, and fibers they’ve been creating using proprietary or experimental processes. This is needed to ensure the tension is correct when needing precise tension for medical applications. Sports equipment manufacturing (TX-1, Transducers): Items such as baseballs are made of tightly-wound yarn and stitched together with a different type of yarn. Artificial turf manufacturing is similar to the textile industry’s need for fiber tension consistency. Tension must be consistent in all these processes.  Chapter 5: Market Segments Underutilized Market Segments Music Instrument Industry (TX-1): Like electromagnetic coils, these oblong bobbins wound with copper wire amplify the vibrations of steel strings. Like the above, very few manufacturers have reached out to us, despite a need for consistent tension always. Construction Industry (CX-1, ACX-1, and STX-1): Safety is key for this industry, and construction projects utilizing harnesses and structural cables could use the CX-1 or ACX-1 to ensure their integrity when lives are on the line. Robotics Industry  Chapter 6: Marketing Case Studies Purpose: To show how Tensitron products have successfully solved a problem for our customers Headquartered in Dayton, Ohio, PSA Airlines operates an all-jet fleet consisting of exclusively Bombardier regional jet aircraft. Their team executes more than 800 flights daily to nearly 100 destinations on behalf of American Airlines. PSA’s mission is to always deliver satisfied customers to their destination, safely Tensitron ACX-500-1 tension meters are in use throughout nine PSA Airlines’ bases. The Norfolk, VA and on time. To achieve base has been using it regularly for many years to efficiently and accurately check critical tension this, they frequently check areas, including rudder connection cables, aileron, and elevator. Accurate tension in these areas give aircraft cables involved in PSA the confidence necessary to provide a safe flight. They also use the ACX-500-1 tension meter to the flight control system to test the wheel assist cable in the passenger door. PSA trusts this meter to verify the tension on their ensure safety. By checking aircraft cables. the tension of the aircraft The spaces they use the ACX-500-1 in can be tight. The small size and portability of the meter cables in specific areas, allow it to be used with one hand while reaching in panels and around objects. The meter also gives they are able to verify they PSA the ability to store a reading while in a difficult space. This allows them to view results are within the required afterward rather than having to read the display in an uncomfortable position. Other significant tension range. features of the ACX-500-1 tension meter that PSA appreciates are its ease of use, straightforward readout, and solid battery life. For more details  Chapter 6: Marketing Tensitron Marketing Search Engine Lead Generation Content Based Leadfeeder Email Google Ads DataAxle USA Social Media SEO Trade Shows  Chapter 6: Marketing Lead Generation Leadfeeder Takes traffic from our website and identifies by company Can connect to organizations that match in our Pipedrive See what they viewed on our website and for how long Data Axle Search by industry/classifications for sales leads. Emails are then added in Constant Contact after going through list cleaner Trade Shows Rent booth at some of the largest events in our industry Demonstrate our products Interact and build rapport with potential leads  Chapter 6: Marketing Content Marketing Email Utilize Email lists in Constant Contact to send monthly emails about our products and how we are relevant to everyday life Send special campaigns based on current events and initiatives going on at Tensitron Social Media Utilize LinkedIn, Twitter, Facebook, and Instagram to become more relevant to potential customers while sharing interesting content and events Engage with followers as much as possible  Chapter 6: Marketing Search Engine Based Google Ads Place ads both in the results of search engines like Google Search and on non-search websites, mobile apps, and videos​ Search Engine Optimization (SEO) Process of improving our site to increase its visibility when people search for products or services related to Tensitron in search engines  Chapter 7: Sales Process When we have a Lead In: Types and Greetings Tensitron has following mode of communication with it’s customers and each & every mode have specific way to use our pipedrive platform to maintain the track record. Phone call “Hello! You have reached Tensitron, this is *Name* speaking. How may I help you?” Email See templates on Pipedrive and following slides Website Form See templates on Pipedrive and following slides Website (Tawk.to) Chat See slide on Tawk.To  Chapter 7: Sales Process Handling Lead Ins: Questions Gather contact’s name, title (optional), their contact information (email and phone, address optional), and the name of their company if not already provided in the lead (like on phone calls) Check to see if company or customer information is already in QuickBooks. If it is, make sure info is accurate and up to date. If it is not in QuickBooks – add company Find out what problem the customer is trying to solve. This usually includes a request for a specific type of meter, but the customer’s request may not necessarily coincide with the type of meter they need (e.g., asking for an ACX-1 when trying to measure moving cables)  Chapter 7: Sales Process Necessary Introduction Questions What industry are they in? What issues are they facing? What current meter do they have, if any? What part of their process would they like to improve? What is the standard being followed? (Is there are quality system?) When would they like a solution by? Do they already have a proposed solution? Would they like a quotation or more information? How does measuring tension help you?  Chapter 7: Sales Process Necessary Introduction Questions (cont.) Are you looking to measure tension? (Important to ask because some requests are about the unrelated property of tensile strength) Has the tension on your material been too loose or too strong (i.e., breaking)? Reference “General Q’s” Document  General Questions Question for New Customers: Question for Existing Customers: 1. What is the Purpose for using meters? whether its 1. What is the Purpose for using meters? being used in manufacturing units or packaging 2. Do you ever have any accuracy issues with your units? current solution? 2. How often are you testing? 3. What materials type they wanted to measure the 3. Have you ever used a Tensitron meter in the past? tension on? if yes, what are you using to test tension 4. Ask if calibration is needed for the meter they are currently? using in their facilities or units. 4. What specific materials are you testing the 5. Location related questions: tension on. A. If they have their business units using the 5. What is the expected tension range? meters in different location. We will have the 6. Location related questions: location details in our quickbook. A. If they have their business units in different (We can access the information and use it to check location. the scope of meter calibration or new B. If yes. check if we have scope for our meters in requirement) other locations as well. if yes ask for reference B. If yes, check if we have scope for our meters in number to reach out to different facilities or other locations as well. if yes, ask for reference business units. number to reach out to different facilities or  Segment Questions ACX-1 and ACM ∙ Are you measuring tension as part of your maintenance checks and or overhauls ∙ How frequently? ∙ Which regulations do you have to follow? ∙ How precise do your measurements need to be? ∙ How many people do measurement? STX-1 and BTX-1 ∙ Do you test Tension on strapping? ∙ Are you shipping products that are susceptible to load shifting? ∙ What happens when a load shifts? ∙ Have you lost any product as a result of load shifting? BTX-1 and WX-1 ∙ Is tension a requirement for any of your products? ∙ Do you have conveyor belts as part of your process? ∙ How do you measure alignment of belts? ∙ What happens if conveyor belts come out of alignment? CX-1 ∙ Do you have guy wires that are supporting structures? ∙ What is the tension in those wires? ∙ Are you testing different materials?  Qualifying Questions for a Quote 1. What type of material do you intend on measuring the tension of? (cable, wire, band, strap, web, textile, etc.) This will allow us to narrow down the family of meter(s) which could work for them. 2. What are the dimensions of this material? We will use this info to determine if standard calibrations are sufficient or if custom calibrations are needed if available. We may need samples if custom calibrations are needed. 3. What is the weight range that you need to be able to measure? This data will also assist in choosing the correct meter model. 4. Will the material you are measuring be stationary or moving? We can use this to determine if rollers are required. What is the line speed? Do you need to measure tension continuously? (transducer) 5. Will the measuring device be used by hand or need to be mounted? This can help determine which meter as well as if a transducer could be used. Is the material easily accessible? Awkward angle, tight space, etc. Are there any special circumstances, environments, etc.? Corrosive material, water, oil, etc.  Dimension Limits Solid copper wire – 20 AWG (0.8mm) EDM wire, magnet w ire - up to 0.8mm Stranded Steel Wire – 0.04” (1mm) Solid Steel Wire – 0.02” (0.5mm) Tubing – 0.2” (5mm) Film, tape, ribbon – 1.5” wide (38mm) Max Width: 4 inches Thickness: Poly – 0.010” – 0.087” (if thicker, check w/ Production) Steel – 0.017” – 0.044” (if thicker, check w/ Production) All standard calibrations are for stainless steel, uncoated, 7x19 cables except 1/16 inches (7x7 cable): 1/16”- 1/4” (fractional inches) or 1.57mm-6.35mm (metric) Or 5 CWT– 20 CWT Solid copper wire – 12 AWG (2mm) – 6 AWG (4mm) Solid Steel Wire – 0.04” (1mm) – 0.08” (2mm) Stranded Steel Cable: 7x7 cable: 1/8”(3mm) 7x19 cable: 5/32” (4mm) – 1/4”(6mm) Max width: 4 inches Stationary Tie-down or Ratchet Straps: up to 1/4” thick Stationary Small V-belts: up to 1/8” thick Fabric, Paper, Film, Plastic Sheets, Metal Foils, Conveyor belts Width: Ideal for flexible flat materials 8 inches or more Material Up to 1/8” thick Between 3/16” (4.8mm) and 3/4” (19mm) But must be a flexible material at higher diameters (such as a 7X19 rope) Additional Information: Qualifying Questions for a Quote CALIBRATIONS Custom calibrations may require a 10-foot sample to be sent to us. Calibration certificate that comes with the meter is good for only 12 months Standard calibrations included and can add custom: - ACX - ACM/TR – can be custom-calibrated for 1 type of material - TX - STX Custom calibrations only: - LX - BTX - CX - WX - Transducers  Chapter 7: Sales Process PROGRAMS USED BY SALES AND SERVICE TAWK.TO – chat feature on the Tensitron website that enables live conversations between the potential customer and the sales team VOICE EDGE – digital phone linked to the main Tensitron number (303-702-1980). Extensions are assigned to employees. GOOGLE DRIVE – digital file storage and synchronization service Purpose: Holds all the policies, procedures and other documentation for Tensitron  Chapter 7: Sales Process PROGRAMS USED BY SALES AND SERVICE QUICKBOOKS - accounting software used by Tensitron Purpose: To Create and Pay Bills, Send Invoices, Generate quotes, Purchase Orders, Sales Orders, Invoices and record payments. Create Financial Reports and Trends View Customer Information (Contact information, Transactions, Payment Terms, Shipping Information,etc.) Quickbooks Uses by our Sales Representative: We use it to create estimate quote of products requested by the customers, once the quotes are approved by customers it will be converted into sales order and we will create the purchase order and send to the customers for final confirmation. We use Quickbooks to maintain the records of our customers account and we use it to get financial and P&L statements. SQUARE – platform for Credit Card payments Uses of SQUARE - Once we get the confirmation, we use SQUARE for the payments process and we provide link to the customer to proceed with payment.  Chapter 7: Sales Process PROGRAMS USED BY SALES AND SERVICE PIPEDRIVE – Customer Relationship Management Tool (CRM) used by the Sales and Service Team Purpose: To create a deal (transaction we are pursuing with a person or organization) and track its progress Store information on persons or organizations Place to record notes on the deals (e.g., phone or live chat conversations) Links to Outlook to document email conversations Set activities/reminders and details for next steps Store attachments or files as needed  Chapter 7: Sales Process Website Chat Responding Instructions TAWK.TO  Chapter 7: Sales Process Customers experiences to the landing page Click for help Click here to start a chat  Our view on Tawk.to Click here to take a chat Press Enter to send Press to copy the chat Chapter 7: Sales Process Pipedrive Uses and Features Phone Call and Website Chat documentation Creating a Deals in Pipedrive  Sales Process -ales Pipedrive Process navigation Navigating the tabs to the left Click for Leads/leads inbox Deals icon - Click for deals Mail - Click for email Click here to check Activities Click for Contacts/Organizations Click the Insights tab to see Reports Click here to create new product* *Note: - New product to be created only when we don’t find the products/parts in search bar while creating deals.  Pipedrive alesContact’s Process View When you select the contact icon on right navigation bar, you can view the contact by people, organization and by contacts timeline. Contact timelines shows the time duration from when we connected with the person or organization. Other features on next Page  Pipedrive Insight’s View When clicked on reporting icon (on right navigation bar), you can view and share the reports. We can always check for specific period we want to see the reports.  How to create the new deal in Pipedrive How to create a new deal in Pipedrive when in deals Click here to create new deal Once you click to create the deal, form will pop up to the screen to fill in the details. Please follow the next page for theinstructions. Details to be filled in the form Fill the details Fill customer (email and phone details here number) here Deal owner name Entire company should be selected Click to save Deal will appear here Click here to view the deal created Use edit Icons to edit the details (Organization and Person) in the Deal if required Click to edit Deals view - How to add Tawk.to conversation, any updates or conversation notes Click to schedule follow-ups Click to add notes Click to Copy & Paste Tawk.to Conversation or save Phone Call Notes you took Make sure to update notes and if you have additional information  Creating a Deal in Pipedrive via Email and Website Form documentation Click email to see the request View of page when you click the email request Click here to create deal through email request  Fill the details Fill customer (email and phone details here number) here Deal owner name Fill the information Click to Save Click to see the deal linked to email request When viewing a deal Deal owner Click here to reply to the email Use edit Icons to edit the details (Organization, Person and Deal owner) in the Deal if required Click to edit Draft your reply and click to send  Sales Process – Request for Quote (RFQ) When they request a quote: info needed Company Name Customer Name Billing Address Shipping Address ATTN: (to who) Phone number Form of payment Intl (Wire or CC) Domestic (Check, ACH, CC, Wire) SEE SLIDE 79 FOR PROCESS TO CREATE AN ESTIMATE Products being estimated (specific model number and any custom calibrations / add-ons (Refer to  Sales Process – Action required for the request After you have the first contact/send your first response Do research on the Company: Do background research on the company and how Tensitron may be applicable Locations Industries Company size Production capacity Quality standards Set follow-up activity for 2 days later – see next slide Scheduling a follow-up using activity tab in Pipedrive and view after scheduling Select activity tab to schedule follow-ups for selected deals Add note Clicked here to save changes View of page after follow-up is scheduled When you click on activity icon (on right navigation bar), you can view the activities and scheduled follow-up. We can always check for a specific time period. You can always change the view of your activity list by selecting today, tomorrow, this week or next week Completed activity  Sales Process – Steps to Follow-up on Leads Following up on Leads Steps… CALL: First Touch – 3rd Day from initial contact If Answer: 1. Confirm receipt of email and/or quotation 2. Ask if they have questions 3. Ask if their colleagues saw this as fitting? 4. When are they looking to move forward (quote or purchase)? 5. Ask for proper time to reach back out 6. Handle their request (quote, more info, etc.), if any 7. Log call in Pipedrive and Set follow-up activity for 2 days later See slide 77 titled “responding to interested customers” If No Answer: 1. Leave VM 2. Log call in Pipedrive and Set follow-up activity for 2 days later  Sales Process – Second Follow-up CALL: Second Touch – 5th day from initial contact If Answered: See previous slide for steps If Not Answered: Send an email asking the questions on previous slide There is a template in Pipedrive Log call in Pipedrive and Set follow-up activity for 8 business days later  Sales Process – Third Follow-up CALL: Third Touch – 15th day from initial contact If answer See First Touch slide If no answer Leave VM – do we have a script? Send email with same questions Log call in Pipedrive and Set follow-up activity for 1 month later  Sales Process – Final Follow-up EMAIL: Fourth Touch – 1.5 months from initial contact Resend previous email and ask if they saw it Set follow-up activity in Pipedrive for 3 business days later If reply to email within 3 days Follow first touch steps If no reply email within 3 days Ask when to touch base again Set follow-up activity in Pipedrive for 3 months later Click the “Lost” button on the deal  Sales Process – Responding to Customers Notes on Responding to Interested Customers Respond to customer appropriately Ask if anything else needed or further questions Log call in Pipedrive and Set follow-up activity for 2 business days later for response When/If they respond…see next slide  Sales Process - Estimates and Sales Order Creating an Estimate and Sales Order QuickBooks screenshots Shipping calculator Square SOP Emailing the SO Documenting in Pipedrive (adding SO#s, setting activity of tracking/payment)  Sales Process - Sales Order in QuickBooks Creating a Sales Order in QuickBooks Create an estimate Convert the estimate into a sales order If for some reason we got a sales order before an estimate, we MUST create the estimate first in Quickbooks for our records. We don’t need to send it to the customer. Instructions to follow Select “customer center” If note finding the company name in search bar, then click to create new Search by company name Once you click on the right company, Select “Estimates” To Populate the Estimate Type product name, description will be auto filled by your selection of product we can also add specific details requested. Create estimation and save as pdf to share with customer. Save as PDF to send The prices will pre-populate for meters and fees Click to save Converting the Estimate into a Sales Order Click to create sales order Note: to create sales order we need confirmation from customer via email To Create Sales order Click here to create sales order Everything will populate for you except the PO number. You must type that in. Type the P.O number here Note: Sometimes customer won’t be providing the purchase order number(P.O), So while creating the P.O we need to attach the email requested by the customer You must attach a copy of the PO to the Sales Order for records retention. Click to add attachment (P.O) Once done with adding the P.O or the Email click done Note: Sometimes customer won’t be providing the purchase order number(P.O), So while creating the P.O we need to attach the email requested by the customer Once Purchase Order is created, save and send to customers Save as PDF to send Click to Save & Close Your Sales order is here now. Click to see the sales order Document each sales order on the “New Orders” spreadsheet on the Google Drive Add the created sales order to the google drive spreadsheet to keep track of sales order.  Chapter 7: Sales Process After you have completed the Sales order and logged it on the New Orders Spreadsheet: Create a deal in Pipedrive if there is not one already (from a quote). If the payment terms are payment in advance, create an activity for payment and set it for 3 days Once paid, or if there are payment terms, set an activity for sending the tracking information. This should be set out for at least 2 weeks depending on the current lead times for new meters  Chapter 7: Sales Process REACH-OUTS General Purpose: To build rapport/relationships with our Current Customers To move from a transactional approach of sale (single-sale focus) to a relational approach (long-term) To keep our Customer Information in QuickBooks and Pipedrive current including change in contact person and location To promote our products and services Marketing Point of View: Domestic Companies: Attempt to call up to 2 times. Email if not able to connect International companies: Email only  Chapter 7: Sales Process REACH-OUTS Procedure: 1. Select a company from the Customer Center in QuickBooks. If there is contact information, call or email. For International, email only. 2. If there is no contact information, search for a Sales Order (SO) and see if there is a Purchase Order (PO) attached which would usually have contact info. 3. If PO or information in PO not available, search company name on Google Drive under Pipedrive Service. If there is a Service Form, use the contact information on there. 4. If there is no Service Form, search online (Google browser) for the main number and attempt to reach the right person (automated system company directory, Quality or plant department, request operator to get you transferred). 5. Use Call scripts as a guide to engage the client. (see next page) 6. If person says they do not use it, attempt to get transferred to end-user. If they resold the meter, request if you can email them and they can forward your email to the end-user. Obtain email and use the email script.  Chapter 7: Sales Process Call Script Introduction “Hello, this is. ____________ from Tensitron, how are you doing today?” Establish the reason for the call I'm calling to check in on how your tension meter is working for you. Would you mind helping me to get a better understanding of how you're using the tension meter and how it is helpful to you in your business? [Pause here and make sure to listen] Can you ask any open-ended questions to gain a better understanding of their use?  Chapter 7: Sales Process Call Script (cont’d) Describe Calibration Service We recommend making sure your meter is serviced and calibrated on a regular basis. We've developed a new simple way to ensure that your meter is serviced and calibrated on schedule. It is pretty simple. May I walk you through it? If you're near your computer, Go to www.tensitron.com In the upper right hand corner of the menu bar you will see ‘service and support’. · Please click on ‘service and support’ and it will bring up a new page. · On the new page you will see a tab called ‘download service form’. · When you click on that tab it will ask you for some information which will tell us to expect your meter in for service and calibration. · Please complete this information and then the service form · Include the form with your meter and send it to us at 733 South Bowen St, Longmont Co, 80501. It's really just that simple. Upon receipt we will examine your meter and give you an estimate for calibration and regular service. If additional repair is required we will let you know what is involved before we proceed to do the service and calibration.  Chapter 7: Sales Process Call Script (cont’d) Confirm they understand the process and see if they have any questions Do you have any questions about the process or form or shipping? Explain the importance of regular calibration Keeping your meter in tolerance is important and a good thing to do. As part of our regular service and at no additional charge we will dismantle your meter, clean, and rebuild it. Then we will re calibrate your meter and provide you with a new NIST traceable certificate of calibration which is good for 12 months. If you have any questions, I'd be happy to answer them. Seek Feedback and close the call We're very interested in your feedback and ways in which we might be able to improve both our products and our service. I am here to help you with your Tension needs and I will send you a follow up email so you have my contact information. Please reach out to me with any questions or concerns. Thank you very much for your business  Chapter 7: Sales Process Email Script – With Calibration This is ______ from Tensitron. I want to reach out to make sure your tension meters are still working well for you. As part of our service, we strongly recommend that your meters be checked/calibrated once a year, so they continue to read accurately. You’ll also get a new NIST-traceable certificate of calibration with it good for 12 months. Visit https://tensitron.com/service-and-support/ to fill out our service form and send in the meters to us. Please let us know if you have questions about getting your meter serviced or other concerns. Also, we want to hear from you. If you can send us a brief statement of how measuring tension has helped your company, or if you have any suggestions for improvement, we would really appreciate it.  Chapter 7: Sales Process Email Script – No Calibration This is _______ from Tensitron. I would like to thank you for regularly sending your tension meters to us for service/calibration. I just wanted to reach out to see how our tension meters are working for you and how we can assist you better. We would like to understand your company and what role our meters play in your operations. If you can send us a brief statement of how measuring tension has helped your company and why it is important, or if you have any comments or suggestions for us, we would really appreciate it.  Chapter 7: Sales Processes Conversation points for Reach Out Project and other interactions for calibration ∙ Who are you currently using for your calibration & service of your tension testing equipment? ∙ How often do you want your tension testing equipment provider reaching out to you? ∙ How often do you have your equipment serviced or calibrated? o Whenever it breaks o We recommend Tensitron meters be serviced and calibrated on a yearly basis ∙ What sort of turnaround time are you currently seeing for your service / repair? ∙ How long can you afford to be without a meter? o We cannot afford being without meter ▪ Does your whole production stop or get backed up? ∙ Do you keep any spare meters in stock? ∙ Do you have a regular schedule for your service & calibration? o Yes Tell me about your service and maintenance program o No What’s keeping you from setting up scheduled maintenance? ∙ What history do you have with Tensitron? ∙ What have you heard about Tensitron?  Chapter 7: Sales Process When to ask another department for help Ask Production for complex situations Brad – STX, BTX, WX, CX, Transducers Thomas – ACX, ACM, LX Patrick – TX, TR Ask if Production needs a sample for orders Ask Tensitron Service for complex shipping questions Ask Debjani (Accounting) for payment issues/concerns Ask Lori Ford for mailed check payments Ask Jim/Will for pricing on custom orders and QB code issues  Chapter 7: Sales Processes Shipping Expedited shipping is available upon request. We ship within and outside of USA. Service or Calibration A complete dismantle, clean the meter, rebuild it, and then re-calibrate it. Each meter comes with a new NIST-traceable certificate of calibration with it good for 12 months. We recommend meters to be serviced every 12 months. One of the incentives we give customers is a coupon for service. Meters require a password to begin the calibration process. We do not give this out unless it is a special circumstance. Instead, we recommend they send the meters to us for calibration.  Chapter 8: Post-Sales Process Setting Calibration Due Reminders Calibration Due Follow Up – We remind customers of service (calibration) on the 3rd month, 6th month, 9th month and 12th month (due date) from date of last service.  Resources Our Website - https://tensitron.com Case Studies - https://tensitron.com/about-us/case-studies/ Products - https://tensitron.com/tension-meters/ Operating Manuals: On Tensitron Drive (Operating Manuals 2021) Our Social Media LinkedIn Twitter Facebook Instagram