Green Sheet 5.2 User Online Help September 2014

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1 Green Sheet 5.2 User Online Help September 2014

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3 Table of Contents Introduction... 1 Welcome... 1 Welcome... 2 Getting Started... 3 Getting Started - What's in the Green Sheet?... 3 Getting Started - What's in the Green Sheet?... 6 System Requirements... 9 Hardware... 9 Software... 9 Basic Features What's New SAM 5.2 August SAM 5.1 April SAM 5.0 September SAM 5.0 March Navigation Menu Bar, Short Cuts, and Icons Menu Bar, Short Cuts, and Icons ecoaching Managers Notes & Additional Notes Launching a Green Sheet from Gold or Blue Sheets Using the Green Sheet Enter, Select, Edit and Delete Data Enter, Select, Edit and Delete Data Company Attendees Single Sales Objective Getting Started and Buying Influences Buying Influence Buying Influence's Concept Giving Information Getting Information Getting Commitment Debrief Notes Sales and Support Contacts Sales and Support Contacts Sales Support Sales and Support Contacts Sales Support Troubleshooting Tips iii

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5 Introduction Welcome Miller Heiman's Sales Access Manager SM integrated software tool enhances, maintains and encourages interactive use of the Conceptual Selling methodology. Utilization of the tool re-enforces your Conceptual Selling skill sets while making the intuitive process fun and interesting within your own contact management environment. For More Information Visit: Getting Started Navigation Using Sales Access Manager Troubleshooting Tips & Contact Information Copyright Miller Heiman, Inc All Rights Reserved 1

6 Green Sheet 5.2 User Online Help August, 2014 Welcome Miller Heiman's Sales Access Manager SM integrated software tool enhances, maintains and encourages interactive use of the Conceptual Selling methodology. Utilization of the tool re-enforces your Conceptual Selling skill sets while making the intuitive process fun and interesting within your own contact management environment. For More Information Visit: Getting Started Navigation Using Sales Access Manager Troubleshooting Tips & Contact Information Copyright Miller Heiman, Inc All Rights Reserved 2

7 Getting Started Getting Started - What's in the Green Sheet? When you first opened the Conceptual Selling Sales Call Plan Worksheet (Green Sheet) it looks similar to your Green Sheet in your training course on the screen with the exception that it is software connected to a CRM system so it provides a variety of interactive capabilities. Menu Bar and Drag & Drop Icons are on the left and Short Cut Icons are on the right hand side of the Green Sheet. The Green Sheet was designed to assist you in managing and planning your sales calls. It has an easy to use, intuitive user interface, while linking to your organization's customer relationship / sales force automation / contact management system to enable swifter data input. 3

8 Green Sheet 5.2 User Online Help August, 2014 Sales Call Plan Worksheet (Green Sheet) We believe that providing you the Green Sheet in an interactive format should increase your productivity as well as your sales performance. If at any time you need additional assistance, refer to the Troubleshooting Tips section for more information and contacts. Copyright Miller Heiman, Inc All Rights Reserved 4

9 Getting Started 5

10 Green Sheet 5.2 User Online Help August, 2014 Getting Started - What's in the Green Sheet? When you first opened the Conceptual Selling Sales Call Plan Worksheet (Green Sheet) it looks similar to your Green Sheet in your training course on the screen with the exception that it is software connected to a CRM system so it provides a variety of interactive capabilities. Menu Bar and Drag & Drop Icons are on the left and Short Cut Icons are on the right hand side of the Green Sheet. The Green Sheet was designed to assist you in managing and planning your sales calls. It has an easy to use, intuitive user interface, while linking to your organization's customer relationship / sales force automation / contact management system to enable swifter data input. 6

11 Getting Started Sales Call Plan Worksheet (Green Sheet) We believe that providing you the Green Sheet in an interactive format should increase your productivity as well as your sales performance. If at any time you need additional assistance, refer to the Troubleshooting Tips section for more information and contacts. Copyright Miller Heiman, Inc All Rights Reserved 7

12 Green Sheet 5.2 User Online Help August,

13 Getting Started System Requirements Hardware The hardware requirements are: Minimum Recommended Screen Resolution 1024 x x 768 or higher Software Miller Heiman's Sales Access Manager SM v5.0 is designed for multiple operating systems and browser combinations. The software requirements are: Software Drivers Computer Software Operating Systems & Browsers Minimum Print Driver for network or local printer Adobe Reader 8 (for viewing printed pdf) Recommended Adobe Reader 8.0 or above 9

14 Green Sheet 5.2 User Online Help August, 2014 Copyright Miller Heiman, Inc All Rights Reserved 10

15 Getting Started Basic Features This powerful software tool ensures that your Conceptual Selling is supported; basic features include: New HTML5 version compatible with tablet devices Simple User Interface Easy to use, intuitive worksheet aids and navigation Shorter Sales Cycles Increased Confirmation of Buying Influences Collaborative Team Selling Decreased Time spent on non-productive activities Increased Sales process adoption Flexibility to adopt new business processes Manager's & Additional Notes Auto-saving capability (Set up by your System Administrator) Interactively with Large Account Management (Gold Sheet) and Strategic Selling (Blue Sheet) Other Key Features Easy text entry fields that can be mapped to your CRM system ecoaching information & elearning Options Two ways to edit table items: Inline Entry or Dialog Method Copyright Miller Heiman, Inc All Rights Reserved 11

16 Green Sheet 5.2 User Online Help August, 2014 What's New SAM 5.2 August 2014 All Platforms Enhanced Print Routine the print routine has been re-written to handle printing sheets with over five pages of data. Microsoft Dynamics CRM and Oracle CRM On Demand New Funnel ScoreCard, Relationship Maps and Sales Process Funnel tools have been added. Salesforce New Auto-Mapping option in the SAM Admin Tool for use when setting up a new SFDC org. Resolved Issues MHSAM Blue Sheet Revenue field wasn t printing when changed to a nonnumeric field type. SAM 5.1 April 2014 Salesforce The following new enhancements have been added to Sales Access Manager v5.1: New Relationship Maps tool The opportunity level Relationship Maps graphically display the reporting and influence structure of the contacts within an opportunity. It is available to any Blue Sheet or Green Sheet licensed user and is launched from the opportunity record. New Funnel ScoreCard tool - The Funnel ScoreCard allows the rating and scoring of the business and opportunity criteria of an opportunity, and is launched from the opportunity record. The Funnel ScoreCard totals can be mapped out to the opportunity record and also in to the Blue Sheet. Separate licenses are required to access this tool. Please inquire with your SC or the Miller Heiman Products Team at sam@millerheiman.comfor more information. 12

17 Getting Started New Sales Process Funnel tool The Sales Process Funnel visually displays the opportunities in your funnel grouped by sales stage. It has multiple filter options available to view the funnel in different ways and is accessed from a separate tab in the CRM. Thresholds can be set by your administrator for specific stages and opportunities which will color-code the opportunities red when they are outside the pre-determined thresholds. Separate licenses are required to access this tool. Please inquire with your SC or the Miller Heiman Products Team at sam@millerheiman.com for more information. New Blue Sheet enhancement allowing Suggested Actions to be imported from the Sales Process Funnel stage Allocation section The administrator can add an asterisk in front of a selling or customer action in the Sales Process Funnel stage Allocation section of the Admin Reference Data, to allow those actions to be imported into the Blue Sheet. By checking the new Show recommended actions for stage checkbox which has been added to the Suggested Actions dialog, a pick list displays for each stage a recommended action has been created for. These actions can then be selected for import to the Possible Actions section of the Blue Sheet. Resolved Issues WS07340 & WS07373 Blue Sheet issue resolved when mapping the revenue field to a text field. WS07498 Blue Sheet issue resolved where Adequacy of current position text wrapped to a second line when viewed in the following languages: French, German, Spanish Latin, Spanish Europe, Danish or Russian. WS06251, WS06604 & WS Green Sheet issue resolved where the SSO was not populating. SAM 5.0 September 2013 Microsoft Dynamics CRM and Oracle CRM On Demand The following new enhancements have been added to Sales Access Manager v5.0: New HTML5 version compatible with tablet devices the flash applet has been rewritten in HTML5 to be compatible with tablet devices. Note: SAM 4.9 requires the 4.9 ipad version, and SAM 5.0 requires the 5.0 ipad version. The CRM & ipad versions must be the same. Enhanced Print Layout New print layout expands fields vertically and wrap to ensure all data is visible. Where this expands the height of any section, all sections below the expanded section move downwards to ensure that they always started at the same vertical point. The groups which should always start at the same vertical point are shown below. Thick lines indicate where sections should be treated as all starting at the same point. 13

18 Green Sheet 5.2 User Online Help August, 2014 A new Created Date can now be mapped from the Sheets to the CRM There is a new Mapping option for each of the sheets to map the date the sheet was created. Two ways to edit table items: Inline Entry or Dialog Method Single clicking any field in a table will allow the user to enter information directly into that field. Double clicking on any cell in any table row will open the relevant EDIT DIALOG for that item. Note: Double clicking will not be possible on touchscreen devices. When the sheets are used on these devices, a single click will be treated as a double click, and there will be no inline editing All EDIT DIALOGs include a SAVE & NEW button Clicking this button will add the item, and reset the dialog with defaults so that another item can be added. Failing to complete any mandatory fields before selecting the SAVE & NEW button will result in the same warning as per the SAVE button. Table rows can be rearranged by dragging & dropping up or down All sections with tables should allow the user to drag and drop rows creating a user defined row order. The initial sort order will be defined by the order in which rows are added to a table. The user sort order is saved when the user saves the sheet. Clicking the column header will toggle between sorting the column in ascending alphanumerical order / descending alphanumerical order and back to user saved sort order. The saved sort order will always be the order the user has created by dragging and dropping the rows. Visibility to New Table Rows When a row item is added to a table, the application will scroll the table if necessary to ensure that the new item is visible. Tooltips Hovering over any field in a table will display a tooltip with the value of the cell in it. User prompts added with checkboxes to Not Show this Message Again A number of user prompts have been added to the Blue Sheet in V5. In order to minimise intrusion, users will be able to prevent these pop ups from appearing by selecting a Do Not Show this Message Again checkbox. There will be one checkbox on each separate warning prompt. For example, if a user is prompted to update their Adequacy of Current Position, they will be able to suppress further prompts of this message. However, they will still see any other automatic warnings until they choose to suppress those other warnings. An admin function allows administrators to reenable each type of warning message for any particular user. The default format for all numeric and currency fields is zero decimal places For example, numbers display as 47,000 rather than 47, For currency fields display the currency symbol or text in the field label e.g. [Label:"Volume ($)"] [Value:" "], [Label:"Volume (chr)"] [Value:" "]. This functionality is required for the following fields: Blue Sheet Current Volume, Potential Volume, Revenue, Product. Green Sheet Sales Rev/Other Units. Gold Sheet Rev Target 14

19 Getting Started (Low, Realistic, High), SSO Rev/Units Column. Platinum Sheet Revenue Targets (Exist, Est From Proposed Programs, Total Target Revenue). Different sets of ICC descriptions are allowed by Blue Sheet type. Last Updated information now displays as days, hours, and minutes ago As specific dates and times cannot be used due to timezones, when the sheets are updated the information appears as Last Updated: 477 days, 7 hours and 27 minutes ago. Inactive users are not displayed in drop list for new Actions To ensure actions are not assigned to inactive users, only Active user names will display when assigning users for new Actions. Historical data will remain. Inactive users are no longer pulled into the SAM Admin tab To reduce the user list in the SAM Admin tab, only active users will be pulled in from the CRM. Because of this change, the CRM Active option within user maintenance of the SAM Admin tab will no longer be shown. Allow users to select multiple roles Users can select multiple roles in the following sections: Blue SheetBuying Influences, Green SheetGetting Started, Gold SheetField of Play & Strategic Players, Platinum SheetSituation Appraisal, Key Players, Team Members. Competitor Positioning can be entered against each competitor Competitor section is now a table that allows the Positioning (Only Alternative, Front Runner, Shared, Zero) to be entered for each competitor listed. Checkboxes added to "Summary of my Position Today" for Possible and Best Actions Checkboxes have been added to the table rows to allow the action to be automatically added to the "Possible Actions" and "Best Actions" sections. The "Best Action" checkbox is only enabled when the "Possible Action" checkbox is checked. For all values from 5 to +5 (except 0) the value must be preceded by its sign value This applies to the "Ideal Customer Criteria" and "How Well is the Base Covered" sections in the Blue sheet. Editing Managers Notes saves username and date stamp Whenever Managers Notes are edited and saved, the username and date/time stamp are saved and display in the dialog. The Admin User list can be exported to a CSV which can also be printed The User List on the User Maintenance screen will output all of the active users (inactive users are excluded). Auto delete users no longer in the CRM system and determined when user list is refreshed. Create Action in CRM checkbox added to Gold Sheet & Blue Sheet A checkbox has been added to the Gold & Blue Sheet (Account & Opportunity record) that allows users to create actions directly in the CRM and autoadd to the associated sheet. Green Sheet Admin option added for SSO section Mapping option allow either 1) pull the data from CRM as Read Only into the Green sheet (default) or 2) allow the user to edit the data in Company / Specific Area, Sales Revenue / Other Units and Product / Service. Note: for option 2, the data will not be pulled from or written back to CRM. Green Sheet pick lists added Pick list values can be defined for the following fields: 'Valid Business Reason', 'Credibility', 'Giving Information', 'Getting Information', 'Getting Commitment' 15

20 Green Sheet 5.2 User Online Help August, 2014 Green Sheet Debrief Icon changes color when data entered Debrief icon displays in grayscale with no data, and pencil is colored when data entered, the same as the Manager and Additional Notes icons. Resolved Issues WS02154 Remove the inactive users from the CRM in the SAM Admin tab WS02159 Update mapping in SAM Gold Sheet for Additional Notes to be Bi directional WS02160 Update mapping in SAM Blue Sheet for Additional Notes to be Bi directional WS02161 Update mapping in SAM Green Sheet for Additional Notes to be Bi directional WS02245 Add a "status" column on best action plan section (blue sheet) WS02318 Allow for mapping to tasks and appointments for Green Sheet WS02833 Possible Actions showing completion dates WS02933 ecoaching button and elearning links in Platinum Sheet do not work WS03010 Buying Influence information truncated on Blue Sheet Printout WS03182 PDF Green sheet header does not match Green Sheet header WS03234 Add the ability to display both Product and Opportunity Name in Blue SAM 5.0 March 2013 Salesforce New HTML5 version compatible with tablet devices the flash applet has been re-written in HTML5 to be compatible with tablet devices. Note: SAM 4.9 requires the 4.9 ipad version, and SAM 5.0 requires the 5.0 ipad version. The CRM & ipad versions must be the same. Enhanced Print Layout New print layout expands fields vertically and wrap to ensure all data is visible. Where this expands the height of any section, all sections below the expanded section move downwards to ensure that they always start at the same vertical point. A new Sheet "Created Date" can be mapped to the CRM There is a new Sheet Mapping option to map the date the Blue, Green, Gold, or Platinum Sheets were created. Two ways to edit table items: Inline Entry or Dialog Method - Single clicking any field in a table will allow the user to enter information directly into that field. Double clicking on any cell in any table row will open the relevant EDIT DIALOG for that item. Note: Double clicking will not be possible on touchscreen devices. When the sheets are used on these devices, a single click will be treated as a double click, and there will be no inline editing. 16

21 Getting Started All EDIT DIALOG windows include a SAVE & NEW button - Pressing this button will add the item, and reset the dialog with defaults so that another item can be added. Failing to complete any mandatory fields before selecting the SAVE & NEW button will result in the same warning as per the SAVE button. Table rows can be rearranged by dragging & dropping up or down - All sections with tables should allow the user to drag and drop rows creating a user defined row order. The initial sort order will be defined by the order in which rows are added to a table. The user sort order is saved when the user saves the sheet. Clicking the column header will toggle between sorting the column in ascending alphanumerical order / descending alphanumerical order and back to user saved sort order. The saved sort order will always be the order the user has created by dragging and dropping the rows. Visibility to New Table Rows - When a row item is added to a table, the application will scroll the table if necessary to ensure that the new item is visible. Tooltips - Hovering over any field in a table will display a tooltip with the value of the cell in it. March Version New Green Sheet Meeting Plan with Enhanced Printing Credibility section has been expanded to allow designation of yes or no via radio buttons, in addition to the text input. Buying Influence Concept section has been expanded to allow selection and input of the Contact Name, Role and Concept. Getting Information and Getting Commitment sections have been streamlined so that all entries are input into the same dialog and are differentiated via radio buttons at the top of the dialog (for Confirmation, New Information, or Attitude in Getting Information; and for Best, Minimum, or Question in Getting Commitment). Post Call Assessments have been renamed to Debrief Notes, and the Debrief icon is now located in the header tool bar at the top, on left of the Managers Notes icon. Printing stretches from top to bottom to reduce the number of printed pages For an in depth recording of the new version changes, click here, or else go to this link: For additional instructions on playback of the recording, click here, or else go to this link: Note: Recording playback requires Flash. If you do not have Flash installed, you will be prompted to install it before playback begins. April Version Green Sheet Subject Field Mapping The Green Sheet subject field (added March 2011) defaults to pull from the Task Subject in the CRM, and can be mapped 17

22 Green Sheet 5.2 User Online Help August, 2014 to any other task field. It is locked within the Green Sheet so it cannot be edited and has been added to the Green Sheet Print Routine (WS01557). The following known issues have been resolved: Case WS02097 & WS02096 Green Sheet print dialog not defaulting to all options selected. Case WS02016 Green Sheet Prove It! label always displaying in English, verses correct language translation. Case WS01998 Sheets not displaying Blue, Gold, Green icons with Unlimited Licenses. Language Translation The latest Language Translation files have been updated. March Version Subject field added to Green Sheet - A new Subject field has been added to the Green sheet which pulls from the Task Subject in the CRM and it is locked within the Green Sheet so it cannot be edited. This allows you to see which task your Green Sheet is attached to, the same way the Opportunity Name displays in the Blue Sheet. The fields in the top left section of the Green sheet have rearranged in order to make room for the new Subject field. Subject Field added to Green Sheet February Version Multi-Select capability added to all Green Sheet pick-lists - The following Green Sheet pick-lists are now multi-select: Best Action Commitment, Minimum Acceptable Actions, Valid Business Reason, and Credibility. Reviewed by Manager auto-updates when Manager Notes are input - The Reviewed by Manager Date field is now automatically updated with the current date when any Managers Notes data is entered. Print Dialog defaults to ALL selected - The print dialog now defaults to ALL print options selected. Users can deselect any options as desired. New Features in Version 4 In-Depth Buying Influences Contact and Company Attendee Searches 18

23 Getting Started Launch right from the Strategic Selling Blue Sheet or if Blue Sheet exists for the Green Sheet Launch it right from the Green Sheet Drag & Drop Markers ecoaching Post Call Assessment Copyright Miller Heiman, Inc All Rights Reserved 19

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25 Navigation Menu Bar, Short Cuts, and Icons The following will assist to guide you through navigating Sales Access Manager SM. The Menu Bar provides drop down menus for easy access to files, dialog boxes within the Green Sheet, Help and About the current version of Sales Access Manager SM. Alternatively, Short Cut Icons can also be used to invoke different options of the File Menu. The menu bar is located at the top left of the screen and the Short Cut Icons are located on the top right of the screen. File Menu Help Menu Short Cut Icon Menu Location of Menu Bar & Short Cut Icons on the Green Sheet File - You may Save, Save and Exit, Exit, or Print from this screen by selecting the relevant choice from the drop down menu. Save - When selecting Save, the Green Sheet saves all information within the Flash Applet, but does not update the CRM until the Exit button has been selected. Exit - When selecting Exit, the Green Sheet window closes without saving changes, however a warning message appears prior to the closing. Click "OK" to close the Sheet, or click "Cancel" to remain in the Green Sheet. Save and Exit - When selecting Save and Exit within the drop down menu, the sheet saves and then closes. This is a full proper save which releases information that is to be written to the CRM. Print - When selecting the Print option, a new window is displayed to select the Primary Green Sheet, Debrief Notes, Manager's Notes, or Additional Notes. The print dialog defaults to "ALL" options. De-select any items not desired and click "OK" to print or click "Cancel" to stop without printing. 21

26 Green Sheet 5.2 User Online Help August, 2014 The Green Sheet will be saved as a.pdf file output. If the version of Acrobat Reader supports the function (version 8.0+), then refer to the Adobe Help in the reader and look up setting up preferences for details to see it in the browser window. Check with your system administrator if your organization uses other PDF viewers and their capabilities To the PDF, make sure you have preferences set within the user's PDF viewer on your local computer. Follow the "Help" instructions within the PDF View software, whether it s Adobe Reader 8+ or another PDF viewing software. Some do not provide this feature. Check with your internal IT department for an upgrade. Print Dialog Managers Notes (none) (exists) - Managers may add information by clicking the pencil icon with the "M". When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Manager Notes within the sheet. The "Reviewed by Manager" date field also automatically updates to the current system date when Manager Notes are input. Additional (none) (exists) - Users may add information by clicking on the pencil icon. When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Additional Notes within the sheet. Help - If you are in here reading this information, then you have already figured out how to access the "Help" section for this product. Detailed help for each area of Sales Access Manager is available under the Book listings on the left. Search and Glossary functions are also available. For more information about Sales Access Manager, scroll to About to find out the Version of the Product and reaching Miller Heiman for more product information. elearning - Users that have been through the full web-based training session may take advantage of the elearning function. This is great for any users who need a refresher course or new users within your organization that do not have time available for a class room session. For more information on gaining access to the elearning - contact Miller Heiman directly. Users who have been through the web-based training program may access the elearning with their same login credentials 22

27 Navigation Debrief - When selecting the Debrief Notes option, a new dialog window displays with all the free-form text questions available. The Debrief Notes was previously labeled the Post Call Assessment. Debrief Notes Dialog Drag and Drop Markers - are like the stickers in the training class and are located are located on the top left just above the Sales Call Plan information for the Account & Date section. Drag and Drop Markers Adding Drag and Drop Markers - Simply select the Strength or Red Flag from the Drop and Drag Marker section of the Blue Sheet and drag it to the area that requires it. If you see a x symbol, then that is not are area where the marker can be placed. Strengths - Strengths are elements that make your solution significantly different from those being offered by your competition (in the Drag and drop markers section) and dragged and dropped to appropriate places within the Green Sheet. Red Flags - Red Flags are symbols used for highlighting areas of strategy that require further attention; a method for designating areas of risk. Red Flags are a positive way to remember important information is currently missing, needs clarification, or perhaps needs review. 23

28 Green Sheet 5.2 User Online Help August, 2014 Removing Strengths and Red Flags - There are two methods of removing Strengths and Red Flags. 1. Click and Drag off the Screen - Left mouse click and on the icon, and continue to hold while dragging the icon to the edge of the screen. When the trash can is displayed, release the left mouse button and the marker is removed. Trash Can 2. Use of the Eraser - Left mouse click on the icon, and continue to hold while dragging the eraser to the relevant parts of the sheet and erase the Strengths or Red Flags that you do not wish to display. Release the left mouse button when finished with the eraser. Add Remove Repository Drop List - Click to add an entry to a table. - Click to remove the selected entry from a table. - Click to view suggested items you may wish to include. - Click to view drop list options. Checkbox - Click to insert or remove a checkmark in the Summary of My Position Today and Best Action Plan sections. Expand - Click and drag to expand a dialog window. OK - Clicking "OK" in a dialog window will perform an action (if prompted) and close the dialog. Cancel - Clicking "Cancel" in a dialog window will close the dialog without performing any action. Save and New add a new table entry. - Click to save the dialog data and the automatically There is no edit and undo functionality within the Green Sheet, so use the eraser option with care! Copyright Miller Heiman, Inc All Rights Reserved 24

29 Navigation 25

30 Green Sheet 5.2 User Online Help August, 2014 Menu Bar, Short Cuts, and Icons The following will assist to guide you through navigating Sales Access Manager SM. The Menu Bar provides drop down menus for easy access to files, dialog boxes within the Green Sheet, Help and About the current version of Sales Access Manager SM. Alternatively, Short Cut Icons can also be used to invoke different options of the File Menu. The menu bar is located at the top left of the screen and the Short Cut Icons are located on the top right of the screen. File Menu Help Menu Short Cut Icon Menu Location of Menu Bar & Short Cut Icons on the Green Sheet File - You may Save, Save and Exit, Exit, or Print from this screen by selecting the relevant choice from the drop down menu. Save - When selecting Save, the Green Sheet saves all information within the Flash Applet, but does not update the CRM until the Exit button has been selected. Exit - When selecting Exit, the Green Sheet window closes without saving changes, however a warning message appears prior to the closing. Click "OK" to close the Sheet, or click "Cancel" to remain in the Green Sheet. Save and Exit - When selecting Save and Exit within the drop down menu, the sheet saves and then closes. This is a full proper save which releases information that is to be written to the CRM. Print - When selecting the Print option, a new window is displayed to select the Primary Green Sheet, Debrief Notes, Manager's Notes, or Additional Notes. The print dialog defaults to "ALL" options. De-select any items not desired and click "OK" to print or click "Cancel" to stop without printing. The Green Sheet will be saved as a.pdf file output. If the version of Acrobat Reader supports the function (version 8.0+), then refer to the Adobe Help in the reader and look up setting up preferences for details to see it in the browser window. 26

31 Navigation Check with your system administrator if your organization uses other PDF viewers and their capabilities To the PDF, make sure you have preferences set within the user's PDF viewer on your local computer. Follow the "Help" instructions within the PDF View software, whether it s Adobe Reader 8+ or another PDF viewing software. Some do not provide this feature. Check with your internal IT department for an upgrade. Print Dialog Managers Notes (none) (exists) - Managers may add information by clicking the pencil icon with the "M". When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Manager Notes within the sheet. The "Reviewed by Manager" date field also automatically updates to the current system date when Manager Notes are input. Additional (none) (exists) - Users may add information by clicking on the pencil icon. When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Additional Notes within the sheet. Help - If you are in here reading this information, then you have already figured out how to access the "Help" section for this product. Detailed help for each area of Sales Access Manager is available under the Book listings on the left. Search and Glossary functions are also available. For more information about Sales Access Manager, scroll to About to find out the Version of the Product and reaching Miller Heiman for more product information. elearning - Users that have been through the full web-based training session may take advantage of the elearning function. This is great for any users who need a refresher course or new users within your organization that do not have time available for a class room session. For more information on gaining access to the elearning - contact Miller Heiman directly. Users who have been through the web-based training program may access the elearning with their same login credentials Debrief - When selecting the Debrief Notes option, a new dialog window displays with all the free-form text questions available. The Debrief Notes was previously labeled the Post Call Assessment. 27

32 Green Sheet 5.2 User Online Help August, 2014 Debrief Notes Dialog Drag and Drop Markers - are like the stickers in the training class and are located are located on the top left just above the Sales Call Plan information for the Account & Date section. Drag and Drop Markers Adding Drag and Drop Markers - Simply select the Strength or Red Flag from the Drop and Drag Marker section of the Blue Sheet and drag it to the area that requires it. If you see a x symbol, then that is not are area where the marker can be placed. Strengths - Strengths are elements that make your solution significantly different from those being offered by your competition (in the Drag and drop markers section) and dragged and dropped to appropriate places within the Green Sheet. Red Flags - Red Flags are symbols used for highlighting areas of strategy that require further attention; a method for designating areas of risk. Red Flags are a positive way to remember important information is currently missing, needs clarification, or perhaps needs review. Removing Strengths and Red Flags - There are two methods of removing Strengths and Red Flags. 1. Click and Drag off the Screen - Left mouse click and on the icon, and continue to hold while dragging the icon to the edge of the screen. When the trash can is displayed, release the left mouse button and the marker is removed. 28

33 Navigation Trash Can 2. Use of the Eraser - Left mouse click on the icon, and continue to hold while dragging the eraser to the relevant parts of the sheet and erase the Strengths or Red Flags that you do not wish to display. Release the left mouse button when finished with the eraser. Add Remove Repository Drop List - Click to add an entry to a table. - Click to remove the selected entry from a table. - Click to view suggested items you may wish to include. - Click to view drop list options. Checkbox - Click to insert or remove a checkmark in the Summary of My Position Today and Best Action Plan sections. Expand - Click and drag to expand a dialog window. OK - Clicking "OK" in a dialog window will perform an action (if prompted) and close the dialog. Cancel - Clicking "Cancel" in a dialog window will close the dialog without performing any action. Save and New add a new table entry. - Click to save the dialog data and the automatically There is no edit and undo functionality within the Green Sheet, so use the eraser option with care! Copyright Miller Heiman, Inc All Rights Reserved 29

34 Green Sheet 5.2 User Online Help August, 2014 ecoaching Throughout the Green Sheet when you click on the title of the section, a browser window will appear behind the sheet as a separate window or a tab depending on your web-browser settings, with specific information from the Miller Heiman Knowledge Center regarding the section of the sheet. ecoaching Section Titles 30

35 Navigation For example, if you click on the title "Getting Started", a snippet related to that section appears. You may also login to the Knowledge Center as well using your Miller Heiman username and password. If you cannot remember your Miller Heiman Knowledge Center username and password, then contact Miller Heiman directly or create an account on the website. Note: the ecoaching page will display in a separate browser window behind the Green Sheet, so the Green Sheet window will need to be manually moved down in order to view the ecoaching information window. ecoaching Example - Getting Information Copyright Miller Heiman, Inc All Rights Reserved 31

36 Green Sheet 5.2 User Online Help August, 2014 Managers Notes & Additional Notes Manager's Notes Manager's may now add information about a Call Manager's Green Sheet strategy without interfering with the Strategic Call Plan at all. Managers Notes (none) (exists) - When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Manager Notes within the sheet. The "Reviewed by Manager" date field also automatically updates to the current system date when Manager Notes are input. Manager's Notes - Dialog Box Additional Notes Users may also write information within the Additional Notes section without affecting the overall strategy within the Gold Sheet. This allows for collaboration and reminders easily or perhaps information that is internal to the organization that should not be shared with the client. 32

37 Navigation. Additional Notes (none) (exists) - Users may add information by clicking on the pencil icon. When text has been entered and the sheet has been saved, the pencil icon displays in color to indicate there are Additional Notes within the sheet. Additional Notes Dialog Box After entering information in either dialog box, click the "OK" button to save, or the "Cancel" button to close without saving. Copyright Miller Heiman, Inc All Rights Reserved 33

38 Green Sheet 5.2 User Online Help August, 2014 Launching a Green Sheet from Gold or Blue Sheets Launching a Green Sheet can be achieved through the custom link Conceptual Selling or an image link in a Miller Heiman methodology section located on the Tasks detail page of the CRM/SFA system if a user is just utilizing Conceptual Selling, or has created an activity that is not related to a Gold Sheet or a Blue Sheet. Generally due to system CRM limitations, it will only reside on a task or "TO DO" type activities. Launching a Green Sheet from a Gold Sheet Launching a Conceptual Selling Green Sheet from Large Account Management Gold Sheet occurs from the Best Actions section. Once an activity is created from a goal or within additional activities not related to a specific goal, and the Best Action box is checked, then the activity appears in the Best Actions section. After the Gold Sheet has been saved, the Green Sheet icon will appear next to the activity in Best Actions. Click the Green Sheet icon to launch the Green Sheet. Note: A Green Sheet license is required in order for the Green Sheet icon to appear and allow the Sheet to launch. Launching a Green Sheet from the Best Actions in a Gold Sheet Launching a Green Sheet from Blue Sheet Launching a Conceptual Selling Green Sheet from the Strategic Selling Blue Sheet occurs from the Best Action Plan. Once a Possible Action has been checked to add to the Best Action Plan and the Blue Sheet has been saved, the Green Sheet icon will appear next to the activity in the Best Action Plan. Click the Green Sheet icon to launch the Green Sheet. Note: A Green Sheet license is required in order for the Green Sheet icon to appear and allow the Sheet to launch. 34

39 Navigation Launching a Green Sheet from Best Action Plan Blue Sheet Successful Launch of Green Sheet from Best Action Plan in the Blue Sheet Copyright Miller Heiman, Inc All Rights Reserved 35

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41 Using the Green Sheet Enter, Select, Edit and Delete Data You are able to enter data into the Green Sheet two ways, either Inline editing by clicking once into the input field on the screen, or via a dialog window by either clicking the Add icon or by double clicking in any table row. There is also a third way to add data for select sections, and that is using the Repository icon to "View Suggested Items". Selecting any of the items will automatically add them to your Green Sheet section. Table rows can be deleted by selecting them to highlight, and then clicking the Remove icon. Each of the sections of the Green Sheet are detailed separately. Please click on the relevant links below: Company Attendees Single Sales Objective Getting Started and BI Giving Information Getting Information Getting Commitment Debrief Notes Enter Data Click on the "Add" icon in the section you wish to complete and the dialog window for that section opens in front of the Green Sheet The dialog window may be moved around by clicking in the dialog header and holding the left mouse button down while moving the dialog window around the sheet. When you have finished entering the data you wish, click the "OK" button to save the information and close the dialog window, click the "Cancel" button to close the dialog window without saving, or click the "Save and New" button to save the information and enter another data row for the same section. The information you entered then displays in the first available row in the section. The Giving Information section is shown in the example, however, the function works the same for any section that has the "Add" icon. 37

42 Green Sheet 5.2 User Online Help August, 2014 Giving Information "Add" icon and Dialog Window Select, Edit or Remove Data To edit data, either click into the field to edit directly in the sheet (inline editing), or else double click into the field to open the dialog window (if one exists for that section). Note, Dialog windows exist for tables or sections that allow multiple rows. When single clicking on a row to select it, row changes color so you know what has been selected. Double click on the field or row to open the dialog window. If editing inline, then click off the field when finished editing. If editing in a dialog window, click the "OK" button to save the information and close the dialog window, click the "Cancel" button to close the dialog window without saving, or click the "Save and New" button to save the information and enter another data row for the same section. Editing directly in the sheet in the Concept field of the Getting Started Section 38

43 Using the Green Sheet Delete Data Select a row and click the "Remove" icon to delete a data row from a section. A warning message will appear prior to deletion. Click "OK" to proceed with the deletion, or click "Cancel" to abort the deletion. Warning Message Prior to Deleting an Item Copyright Miller Heiman, Inc All Rights Reserved 39

44 Green Sheet 5.2 User Online Help August, 2014 Enter, Select, Edit and Delete Data You are able to enter data into the Green Sheet two ways, either Inline editing by clicking once into the input field on the screen, or via a dialog window by either clicking the Add icon or by double clicking in any table row. There is also a third way to add data for select sections, and that is using the Repository icon to "View Suggested Items". Selecting any of the items will automatically add them to your Green Sheet section. Table rows can be deleted by selecting them to highlight, and then clicking the Remove icon. Each of the sections of the Green Sheet are detailed separately. Please click on the relevant links below: Company Attendees Single Sales Objective Getting Started and BI Giving Information Getting Information Getting Commitment Debrief Notes Enter Data Click on the "Add" icon in the section you wish to complete and the dialog window for that section opens in front of the Green Sheet The dialog window may be moved around by clicking in the dialog header and holding the left mouse button down while moving the dialog window around the sheet. When you have finished entering the data you wish, click the "OK" button to save the information and close the dialog window, click the "Cancel" button to close the dialog window without saving, or click the "Save and New" button to save the information and enter another data row for the same section. The information you entered then displays in the first available row in the section. The Giving Information section is shown in the example, however, the function works the same for any section that has the "Add" icon. 40

45 Using the Green Sheet Giving Information "Add" icon and Dialog Window Select, Edit or Remove Data To edit data, either click into the field to edit directly in the sheet (inline editing), or else double click into the field to open the dialog window (if one exists for that section). Note, Dialog windows exist for tables or sections that allow multiple rows. When single clicking on a row to select it, row changes color so you know what has been selected. Double click on the field or row to open the dialog window. If editing inline, then click off the field when finished editing. If editing in a dialog window, click the "OK" button to save the information and close the dialog window, click the "Cancel" button to close the dialog window without saving, or click the "Save and New" button to save the information and enter another data row for the same section. Editing directly in the sheet in the Concept field of the Getting Started Section 41

46 Green Sheet 5.2 User Online Help August, 2014 Delete Data Select a row and click the "Remove" icon to delete a data row from a section. A warning message will appear prior to deletion. Click "OK" to proceed with the deletion, or click "Cancel" to abort the deletion. Warning Message Prior to Deleting an Item Copyright Miller Heiman, Inc All Rights Reserved 42

47 Using the Green Sheet Company Attendees Company Attendees are individuals within your organization that will be attending the sales call, whether over the phone or in person. Click the "Add" icon to add a new attendee, or double click on an existing row to open the Company Attendee dialog window. You can also add or edit an attendee by typing directly into the input fields on the sheet. Company Attendees Section The Owner of the of the activity will either appear in the first line of company attendees or be available in the drop down list to select, depending on the CRM/SFA system. A Company Attendee may be searched or selected. Note that the search function will only search users within your CRM, instead of Account Contacts as in the Buying Influence section. Company Attendees Name Drop Down Selection Search Function - Internal Users In the drop down list, select "Search" to open the search dialog window. Type in the name or a partial name for the contact you wish to search. Every contact matching your criteria will appear in a scroll menu. The more information entered into the Contact Name search, the more the amount of potential contacts in the available list will be reduced. The search results return matching Contact Names along with their Title, to make it easier to select the correct individual as a Company Attendee. 43

48 Green Sheet 5.2 User Online Help August, 2014 Scroll down the list and click with your left mouse button on the name you wish to highlight, and then click "OK". The contact's name will appear in the Contact Name box and the search dialog will close. Search Dialog Window When you have finished entering or editing the data, select "OK" to save any changes and close the dialog, select "Cancel" to close without saving changes, or select "Save and New" to save changes and enter a new Company Attendee. Copyright Miller Heiman, Inc All Rights Reserved 44

49 Using the Green Sheet Single Sales Objective The Single Sales Objective or SSO, is the specific revenue objective or piece of potential business that you anticipate you will secure by calling on this person. The achievement of that objective may be close or months away, but every time you go into a true sales call, it's the Single Sales Objective that defines why you're there. Single Sales Objective Section The SSO data auto-populates from the Blue Sheet if one has been defined within the Opportunity. If an Opportunity Blue Sheet exists, then a Blue Sheet icon appears in the top right corner, which when clicked, launches the Blue Sheet in a separate window. Please note, that the Blue Sheet icon will only appear if the following are true: 1. The Green Sheet was launched from the CRM and not from a Blue Sheet 2. The associated Task is attached to an opportunity 3. The Blue Sheet is not open and locked by another user 4. The Blue Sheet was not closed incorrectly and left locked 5. The user is licensed to access a Blue Sheet Blue Sheet Icon in the Sales Objective Section There are five distinct criteria that identify the Single Sales Objective: 45

50 Green Sheet 5.2 User Online Help August, Product/Service tells you exactly which product or service you intend to sell and how much of it. 2. Specific, clear and concise SSO that tells you exactly what the objective is and another person can clearly understand it. 3. Definable and measurable in relationship to units or revenue. 4. Tied to a time line - a specific date to achieve to close the deal. 5. A single sales objective not multiple add-ons. Copyright Miller Heiman, Inc All Rights Reserved 46

51 Using the Green Sheet Getting Started and Buying Influences The Getting Started section includes your Buying Influences, the Valid Business Reason, and the Credibility information. Getting Started Section Buying Influence A Buying Influence is the individual who can have a positive or negative impact on your opportunity, whatever position, company or role in any given sale. Since the roles of the Buying Influences are diverse and may change frequently, you should begin your information analysis by determining whether you know all the Buying Influences for each upcoming sales call. The concept of analysis of the Buying Influences is covered in depth in the Strategic Selling Process. However, when thinking about your sales call, keep in mind the following: Who will have final approval authority for the Single Sales Objective I'm currently pursuing? Which person or people in the buying organization will actually use (or manage the use of) the product or service I'm selling? Which person or people will be judging my proposal? Do I have a guide, that is, someone who can provide me with reliable information for this sale? 47

52 Green Sheet 5.2 User Online Help August, 2014 With regard to the individual I'm going to be calling on next, what is this person's degree of influence in the sale? Once you have the Buying Influences identified in the account or associated with the account, access the Buying Influence input dialog box by clicking in the section with your left mouse button. Buying Influence Dialog Window Selection of the Buying Influences comes from the Account Contacts within the CRM system. If a Single Sales Objective has been completed (Blue Sheet) and the Green Sheet was launched from it, then the first Buying Influence is pre-populated in some CRM/SFA systems. When you have finished entering or editing the data, select "OK" to save any changes and close the dialog, select "Cancel" to close without saving changes, or select "Save and New" to save changes and enter a new Buying Influence. Entering a Buying Influence Click on the icon to launch the dialog window. Select contact associated with the activity from the drop list. If the contact is not there, select search to launch the contact search dialog. 48

53 Using the Green Sheet Buying Influence Contact Name Drop List Search Function - Account Contacts In the drop down list, select "Search" to open the search dialog window. Type in the name or a partial name for the contact you wish to search. Every contact matching your criteria will appear in a scroll menu. The more information entered into the Contact Name search, the more the amount of potential contacts in the available list will be reduced. The search results return matching Contact Names along with their Title, to make it easier to select the correct individual as a Buying Influence. Scroll down the list and click with your left mouse button on the name you wish to highlight, and then click "OK". The contact's name will appear in the Contact Name box and the search dialog will close. 49

54 Green Sheet 5.2 User Online Help August,

55 Using the Green Sheet Buying Influence Search Dialog & Buying Influence Search Dialog with Contacts Found Buying Influence's Concept The Buying Influence's Concept should be thought of in terms of striving for a Win-Win result. A Win-Win result is more desired over other possibilities for the two following reasons: 1. It is more profitable than any other option or quadrant in the Win/Lose Diamond. 2. It is more comfortable than any other quadrant. When considering the Buying Influence's Concept, remember the quadrants and how they may affect client satisfaction and repeat business: Win-Win: Both you and the customer feel satisfied with the deal and you both feel satisfied with your business relationship Win-Lose: You feel good about the sale, but for whatever reason, the customer feels that they have gotten the short-end of the stick. 51

56 Green Sheet 5.2 User Online Help August, 2014 Lose-Win: Your customer is satisfied, but in some way you've had to "buy the business" - so you feel you've gotten the short end of the stick. Lose-Lose: In spite of the fact that you've closed the deal, you both wish you'd never done business together-and you are probably determined never to do it again. To narrow down the Buying Influence's Concept to reach the Win-Win quadrant, remember the following three clues: 1. Discrepancy - A perceived gap in the prospect's mind between where he/she is right now and where he/she wants to be. 2. Importance in addressing the customer's Concept, you always need to be alert to the level of importance he/she assigns to a given task to be accomplished. 3. Solving a problem - A synonym for Concept is "solution image". If your customer has an urgent problem, the discrepancy level is by definition going to be great. In Summary, picking up the customer's Concept is not incidental to good selling, it is the basis on which all long-term success is built because it's the only thing that ties in directly to what the individual customer wants to accomplish. Valid Business Reason A Valid Business Reason is something that gives a potential buyer a reason for wanting to spend some of their valuable time in a meeting with you. It may reinforce your reasons for wanting to make the call, but it emphasizes their priorities, not yours. It accomplishes two major purposes: 1. It gives the potential customer information they need in order to understand exactly who you are and why you want to schedule a meeting at this time. 2. It establishes a common foundation so that when you do meet, you will be able to comfortably begin the questioning process by concentrating on understanding the customer's Concept. Valid Business Reason Section The Valid Business Reason is a free form text entry field. Input your complete Valid Business Reason directly into the text field on the Green Sheet. Suggested Items for Valid Business Reason 52

57 Using the Green Sheet If the Suggested Icon is available, then Suggested items for Valid Business Reasons exist. Instead of clicking on the icon, click on the Suggested Icon to open the Suggested Items dialog. Click to check one or more items in the list, then click "OK" to add the selected items to the Valid Business Reason section. Suggested Items for Valid Business Reason The six key ideas involved in this critical prerequisite are: 1. Sets the purpose of the appointment from the customer's perspective. 2. Shows you are prepared and thinking about the client's problems. 3. Minimizes your calling time; a screening device that enables you to cut down on the number of calls to concentrate on real chance mutual success. 4. Decode as "Time is valuable" for both you and the client. 5. Sets mutual expectations for the meeting. 6. Gives customers the time they need to prepare in advance. Determining whether you really have a Valid Business Reason may be the most difficult thing of all. There are five questions you should ask yourself in advance of every call. 1. Will the client accept the reason I want to see him/her as having an impact on their Concept or solution image? 2. Does the Valid Business Reason tell the customer or prospect why they should place this call at the top of their priority list? 3. Does the Valid Business Reason make it clear what's in the sales call for the customer? 53

58 Green Sheet 5.2 User Online Help August, Is it clear that my Valid Business Reason relates to the customer's business, not just my own? 5. Is this Valid Business Reason stated concisely and clearly enough to be left on voice mail or or relayed by an assistant? Credibility Credibility is as fragile as it is valuable, and nobody ever really "gets" it once and for all. A more accurate way is to say that the Conceptual salesperson gains credibility in an ongoing process rather than the nailing it down for all time. There are three basic ways to gain credibility. 1. Credibility by reputation, which is gaining trust because of reputation. 2. Credibility transferred through a customer from a respected colleague, a business associate, a past satisfied customer, or someone else the customer trusts; that person's credibility can be transferred to you. 3. Credibility earned; gaining credibility as you earn it yourself. Credibility Section Credibility is a free form text entry field. Select whether you have credibility via the yes/no radio buttons, then input your Credibility statements directly into the text field on the Green Sheet. Suggested Items for Credibility If the Suggested Icon is available, then Suggested items for Credibility exist. Instead of clicking on the icon, click on the Suggested Icon to open the Suggested Items dialog. Click to check one or more items in the list, then click "OK" to add the selected items to the Credibility section. 54

59 Using the Green Sheet Suggested Items for Credibility Guidelines for earning credibility will help you with every face-to-face encounter. 1. Ask precise questions - the more focused and specific, the clearer it will be to the client that you've done your homework. 2. Listen intently. Demonstrate to the customer you're actively listening with the appropriate body language and supportive responses. 3. Be yourself. 4. Don't be a know-it-all. Don't give your prospect pat answers, and don't under any circumstances suggest that you know more than he does. 5. Stay Win-Win. Demonstrate to the prospective buyer that you're not ignoring yourself. 6. Always remember that you have to deliver. Copyright Miller Heiman, Inc All Rights Reserved 55

60 Green Sheet 5.2 User Online Help August, 2014 Giving Information Giving information is supposed to be what salespeople do best. The difficulty is that the information you have about your product and the information you consider important, may or may not be the information your potential customer needs in order to make a sensible purchasing decision. Giving out the wrong information in many cases, can be worse than giving out no information at all. Therefore, in the Giving Information phase, you need to dispense your wisdom selectively so that it facilitates a better understanding of the customer's situation and enables you to work together toward appropriate solutions. Giving Information Section In order to be effective, the information you give your customer has to do two related things: 1. Help you identify the fit between your product or service and the customer's Concept. 2. Clearly differentiate your solution to his problem from the solutions being offered by your competition. The information you give out must do more than prove you're a candidate for the business, it must demonstrate that you're offering the best solution. Differentiating - Why It's Important Buyers can perform the selection process for purchasing something one of two ways. They can make the selection at random, or they can make the selection by differentiating - by acting on a perceived distinction between one option and all the others. It is critical to provide help so your customers can see the distinction. Therefore, the fundamental task in the Giving Information phase of the sales call is to highlight those areas where you are different, in other words, your Unique Strengths. Unique Strengths Unique Strengths is quite different from the traditional product-related notion of features and benefits. The basic difference between the two approaches to giving product information, is that the "features-and-benefits" idea starts with the product, while 56

61 Using the Green Sheet Unique Strengths starts with the customer's Concept and then enables you to relate the product to the a Concept. When considering what you have to offer as unique strengths consider the following areas for possible Unique Strengths: People Product Process Knowledge Service Implementation Delivery Experience Organization Customer base Technology Reputation Application Training Logistics Unique Strength Consideration Areas Remember to ask yourself: How does this Unique Strength meet this person's image? How does it hook up to her solution image? To add your Unique Strengths in the Green Sheet, Click the Add Icon in the Giving Information section to open the dialog window. Type your text into the input field for "My unique strengths for this sale", "So what" and "Prove it". Giving Information Dialog So What For every Unique Strength, put yourself in your customer's place and ask "So what?" This often reveals startling gaps in information. What this also does is test the validity by focusing on the customer's Concept. You can have an impressive list of Unique 57

62 Green Sheet 5.2 User Online Help August, 2014 Strengths, but if they don't relate to the solution image a client wants, they're going to be useless, or they will distract from finding an appropriate fit. Prove It Prove It is a second and more demanding validity test to further focus your Unique Strengths. For each Unique Strength, write an ending to these two sentences: "We are the only ones who..." "We are different because..." There are no right or wrong answers, and your "proofs" don't have to elaborate. However, if you can't find something different in either sentence than it may require more thinking about your truly Unique Strengths. Once you have gone through this process and further tested the value of each Unique Strength by "proving it", you'll have a list of differentiating qualities that are clear, concise and easy to highlight. Suggested Items for Unique Strengths If the Suggested Icon is available, then Suggested items for Giving Information exist. Instead of clicking on the icon, click on the Suggested Icon to open the Suggested Items dialog. Click to check one or more items in the list, then click "OK" to add the selected items to the Giving Information section. Copyright Miller Heiman, Inc All Rights Reserved 58

63 Using the Green Sheet Getting Information Why are good questions important? Effective selling is the art of establishing dialogue. In the vast majority of cases, sales success begins with the ability to ask good questions and then listen to the answers. Getting Information Section We have defined eight of the most important reasons why. 1. Good questioning allows you to clearly identify and qualify, early in the selling process, the individual people you deal with and also their companies. 2. Good questioning helps you to understand the current customer situation. 3. Good questioning at the outset of a sales call helps to establish the rapport that is so helpful in fostering fluid communication between buyer and seller. 4. Good questioning lets you determine where you do, and do not, understand the decision-making process of a given customer. 5. Good questioning enables you to identify significant differences between your own capabilities and those of your competition. 6. Good questioning can reinforce your credibility with a customer by demonstrating to them that you are in fact interested in their needs and opinions, not just in pushing your product. 7. Good questioning can motivate and sustain your customer's interest, stimulate their thinking, and modify their attitudes and concepts regarding you and your product or service. The questioning process begins with identifying those areas of the sale where you are currently lacking information. When thinking of these questions, keep your Single Sales Objective in mind. Here are six sequential questions that will help you identify what may be missing. 1. Do I need information about the customers involved? 2. Do I need information about the customer's Concept? 3. Do I need information about the account's buying process? 59

64 Green Sheet 5.2 User Online Help August, Do I need information about possible new players? 5. Do I need information about the competition? 6. Do I need information about my uncertainties or worries? To assist in defining these questions, we suggest using the following three guidelines for your criteria: 1. Elicit the information you need. 2. Phrase in an effective manner. 3. Present in an appropriate sequence. Getting Information Dialog Suggested Items for Getting Information If the Suggested Icon is available, then Suggested items for Getting Information exist. Instead of clicking on the icon, click on the Suggested Icon to open the Suggested Items dialog. Click to check one or more items in the list, then click "OK" to add the selected items to the Getting Information section. 60

65 Using the Green Sheet Suggested Items for Getting Information Confirmation Questions Confirmation Questions validate your data or reveal inaccuracies in what you thought was true. They have a dual purpose; to help you identify information you already have or think you have, and they help you discern discrepancies in it. It's important to be current with regard to: your customer's Concept business issues that may have arisen since your last meeting any possible changes in organizational structure Remember the focus of Confirmation Questions is always on the current situation. Left mouse click on the Getting Information section in the Green Sheet. Click the to open the dialog window. Designate this item as either a Confirmation item, New Information or Attitude question via the radio buttons at the top of the dialog, and then type your text directly into the input field. Always phrase your Confirmation Questions in the present tense. Use key words that signal the customer you are asking for information about the present. Key words are located right in the Getting Information dialog box to assist you in creation of your Confirmation Questions. Keep in mind that confirmation Questions should be answerable with a simply "Yes" or "No" response. They are not open ended questions, but closed. 61

66 Green Sheet 5.2 User Online Help August, 2014 If you are having problems phrasing your question, shift to a statement-question combination by first making a statement that you believe to be true in the past, and then ask is this still the case. When to Use Confirmation Questions In a way to emphasize the value of Confirmation Questions early in the sales call, we suggest that you open the sales call by asking this type of question. One good way of doing this is to verify the purpose of the meeting as you understand it in the form of a Confirmation Question. You should use Confirmation Questions immediately before presenting the customer with any new product or service data. This will maximize the chances that a possible fit actually exists between the product or service you're going to describe and the real needs of the customer as she understands them. They are also valuable when you are building a foundation for moving the sale forward. As you get closer to taking a customer's order, two things happen: Your confidence begins to rise, and your vulnerability also rises because you're becoming more confident. New Information Questions These questions follow up and build on New Information by asking for more clarification. The purpose of New Information Questions is threefold: To clarify your understanding of what your customer is trying to accomplish, fix, or avoid To update your information To resolve your information discrepancies by filling in the gaps. To add your Getting Information questions, click the Add icon to open the dialog window. Designate this item as either a Confirmation, New Information or Attitude question via the radio buttons at the top of the dialog, and then type your text directly into the input field. When formulating your new questions, the focus is on the key words of who, what, when, where, and how or "how much" or "how many". These are called explicit questions since they ask the customer to provide very specific new information. Exploratory questions invite the customer to explore at his or her own level of detail. They begin with key words like tell, explain, demonstrate and show. These questions seek further information, but they do so in a more open, expansive manner. If an individual is resistant to the question, we suggest using a technique that makes exploratory New Information Questions sound less confrontational. Basically, the perceived aggressiveness of a question by phrasing it indirectly or by employing such structures as "I'd like to..." or "I'd appreciate it if you would..." or simply "Could you...?". When working with a customer that is sensitive to being told to do something, you may get better results asking in an indirect versus a direct manner. When to Use New Information Questions 62

67 Using the Green Sheet When encouraging a customer to explore his/her Concept openly. In response to an unexpected "NO" answer to a Confirmation Question. When information is missing or unclear. Attitude Questions Attitude Questions focus on how he/she personally feels about those results. The purpose of an Attitude Question is to get the customer to reveal personal information about how they, individually, will win or lose in this sale. Such questions seek to discover the individual customer's values and attitudes, which are so important in determining Concept. To uncover individual needs, desires, concerns, and feelings. To discover unidentified issues. To understand attitudes and values. To add your Getting Information questions, click the Add icon to open the dialog window. Designate this item as either a Confirmation, New Information or Attitude question via the radio buttons at the top of the dialog, and then type your text directly into the input field. Since Attitude Questions are focuses around the personal values and attitudes of the Buying Influence, these questions typically use key words such as what, which, why and how in conjunction with phrasing that encourages a judgement, or in other words, probe for a value judgement. When using "why", be cautious because you are seeking a person's judgement, not challenging or questioning it. When to Use Attitude Questions To understand the customer's feelings. To get the customer's perspective on the feelings of others involved. To understand the real issues. Copyright Miller Heiman, Inc All Rights Reserved 63

68 Green Sheet 5.2 User Online Help August, 2014 Getting Commitment Every time you go out on a sales call, whether a physical meeting or a phone call, by definition you have committed your own and your company's time and resources to a possible buy/sell relationship. You should not be the only person in that relationship who has extended himself or herself in threat way. Unless your customer commits also, you do not have a Win-Win relationship. Getting Commitment Section Furthermore, vague promises to "think about the proposal" or "get back to you sometime next month" are not signs of commitment. What you want before the end of every sales call is the customer's promise to do something by a specified date. The commitment can be the kind of "high-end" commitment as defined in your Best Action Commitment, or it can be the "low-end" commitment defined in your Minimum Acceptable Action, or it can be something in between. But whatever level of commitment your customer agrees to, it should indicate unambiguously that he is willing to spend some of his company's time and resources, just as you have. Commitment Questions Getting commitment is the whole point of going into a sales call. When you don't get it, you realize there's been a disconnect. Since a commitment isn't free and also isn't automatic, if you want a commitment on every call, you have to ask for it. In a good selling process, with each sales call you should move the sale closer to an ultimate Win- Win commitment in a series of graduated steps. Because it's incremental, the level of commitment may vary from one sales call to the next. Therefore, Commitment Questions do the following: 64

69 Using the Green Sheet Move the sale toward closure Determine where you are in the sale Obtain the customer's agreement to take action that moves the sale forward Getting Commitment Dialog To enter a Commitment Question, click the "Add" icon to open the dialog window. Enter text into the input field for a specific confirmation question. Click one of the radio buttons at the top of the dialog to indicate this commitment as Best (B), Minimum (M), or Question (Q). When to Use Confirmation Questions Before the end of every sales call, to ensure that the customer will take action. To learn what remains to be done. When phrasing your Commitment Questions keep in mind that they are related to future efforts. Verbs such as determine, plan, schedule, propose all focus on what still needs to be done in order to keep moving toward a Win-Win result. Commitment Questions are often phrased effectively in the form of a statement-plus-question combination. However, the Commitment in relationship to future efforts is not your alone, but also the customer's efforts. A good Commitment Question focuses on what the customer has to do, or be involved in doing, to move the sales process forward. How to validate your Commitment Questions Review your Action Commitments and make certain that: 65

70 Green Sheet 5.2 User Online Help August, 2014 Each Action Commitment is specific It focuses on something that the customer, not you, will do It can be documented objectively once it has been accomplished Given the current scenario as you understand it, it is still realistic from the customer's point of view After writing your Commitment Questions you need to test them. each Commitment Question should be answerable by a simple Yes or No. For each Commitment Question as yourself the following: Does this question match the Action Commitment? Does this question ask the customer to take a reasonable action? Does this question indicate a specific date for the completion of the Action Commitment? Suggested Items for Getting Commitment If the Suggested Icon is available, then Suggested items for Getting Commitment exist. Instead of clicking on the icon, click on the Suggested Icon to open the Suggested Items dialog. Click to check one or more items in the list, then click "OK" to add the selected items to the Getting Commitment section. Suggested Commitment Questions and Statement Items 66

71 Using the Green Sheet Remember: When you can't get commitment, the process is stalled by a "Stubborn" or "Difficult" or "price-sensitive" buyer. The reluctance can be translated into the perception: "I don't see what's in this for me." In other words, this is a customer's Lose or No-Win perception and the sooner you can see and deal with a potential buyer's "Lose" feelings, then the sooner you'll be able to move the selling process forward. Possible Basic Issues A Basic Issue is any personal feeling a customer may have that results in his or her believing "I'm losing." Basic Issues are not concrete, quantifiable, "objective" realities, but from deep within the customer's individual experiences and value system. So they cannot be "overcome" or talked around like a reluctant buyer's objection. In fact a Basic Issue and objection are two very different things. An objection is merely the manifestation of an underlying Basic Issue or the Basic Issue is the hidden cause of the customer's reluctance, while the objection is the visible effect. What should you do with Basic Issues: You should never judge a Basic Issue. There are ways to analyze and discuss and work with those feelings, but the one thing you should not do, ever, is to deny their validity. Never assume that you know what the particular Basic Issue is. Since the "I'm losing" perception and non-commitment are always linked, it's safe to assume when you cannot get commitment that there's some Basic Issue Involved. In an effort to better understand how to clearly identify Basic Issues we have provided you a table of Possible Basic Issues that may assist you in determining someone's Basic Issue in the future. loss of power loss of control less leisure time lack of skill development decrease of personal productivity not seen as problem solver lack of recognition stuck in a rut loss of self-esteem Possible Basic Issues loss of security being seen as malcontent not invented her seen as sub-par performer loss of credibility lose freedom of choice seen as me-too decrease responsibility less time with family To enter a Basic Issue Question, click the "Add" icon to open the dialog window. Enter text into the input field for a specific confirmation question. Click one of the radio buttons at the top of the dialog to indicate this is a Basic Issue (BI) or a Basic Issue Question (Q). 67

72 Green Sheet 5.2 User Online Help August, 2014 Best Action Commitment Simply put, the Best Action Commitment is the high end of the commitment scale. It's the best level of commitment you can realistically expect your custom to make as a result of this particular sales call. Ultimately the Best Action Commitment would be a signed order, but that's seldom a realistic goal. Therefor for most calls-and for all but the last call in a lengthy, multi-call process- you'll have to aim for something less than the order. What you want throughout the selling cycle is incremental commitment that might be a reasonable Best Action toward the end of a complex selling cycle. Thus the Best Action targets should be in line as an action that is appropriate for where you are in the selling process and that builds on the client's past Action Commitments toward firmer future commitments. Five things to remember when writing your Best Action Commitment 1. Is the Action Commitment specific? Does it define who, what where and when for the action? 2. Does it focus on what the customer will do? 3. Is the statement of Best Action measurable? 4. Does this Best Action Commitment move the sale forward? 5. Is this Best Action Commitment realistic? Minimum Action Commitment A Minimum Acceptable Action is the least you will settle for because it's the least the customer can do to make it clear to you that there's still a mutual interest in producing a Win-Win outcome. In defining a minimum Acceptable Action, you should remember the same guidelines laid out for a Best Action. On the opposite end where a Minimum Acceptable Action is at the low end of the scale, it should still be specific and stay focused on what the customer will (and can) do. The outcome of the action should also be measurable, realistic and still move the sale forward even though it may be a slower cycle. If you find yourself having difficulty moving forward with a customer, the question may be related to a match between the Buying Influence's Concept and your product or service. If there is a potential match and you can't get even Minimum Acceptable Action on a call, you really have only three choices. 1. Ask questions to uncover why the customer is resisting. The most common reason a customer will not help you move a sale forward is that he sees the "progress" as a personal Lose or just doesn't see it as a Win. 2. Revise your Minimum Acceptable Action downward in response to what's happening (or not happening) in the sale. 68

73 Using the Green Sheet Moving toward this option too quickly, in fact, means you could end up on each successive sales call with less and less. You should consider revising downward when you walk into a meeting and find that the scenario is significantly different from what you had thought it was going to be. 3. Close your briefcase quietly and walk out. The final choice is a last resort action, but it's not one you should avoid at all costs because if you set your Minimum Acceptable Actions realistically and in accord with the guidelines out, there should be very few sales calls where the custom balks at your minimum. If he or she does, you need to ask: Is she really committed? does she really want to play Win-Win? In rare exceptions walking away may be the best choice. Basic Issue Signals Look for these signals during your sales call that may help determine Basic Issues Hesitation Questioning attitude Repeated objections Argument Passive resistance In the same manner as adding information into the Possible Basic Issues section, you may enter different information into the defined Basic Issues section. Repeat the step for each Basic Issue Question you have identified. Click the to open the dialog box. Click into the white box to type text for a specific basic issue As you add more than 3 Basic Issue items scroll up and down on the right to see additional questions that have been added. Key information is available on the left of the free-form text field. Basic Issue Questions Basic Issue Questions are a specialized type of Commitment Question. Like Attitude Questions, they're often uncomfortable or unfamiliar territory for many salespeople, who may shy away from asking them because they're not used to them. A Basic Issue Questions dual purposes are to help you understand your customer's reasons for feeling that the situation is a Lose and to help you to uncover what still needs to be done to turn the situation into a Win. When phrasing a Basic Issue Question, it is appropriate to use key words like doubtful, puzzled and unclear for example. The point of these questions is to move you away form the Basic Issue gray area in the buy/sell encounter. Uncover why the sale is not moving forward Discover unidentified issues Learn how a customer may lose When to Use Basic Issue Questions After a No response to a Commitment Question. As a final test to ensure customer commitment 69

74 Green Sheet 5.2 User Online Help August, 2014 When signals arise Unknown Basic Issues 1. Describe the customer's Basic Issues 2. Confirm these Basic Issues 3. Ask how you can help? 4. Identify the appropriate actions 5. Always use your own feelings as a guide 6. Remember "Golden Silence" Copyright Miller Heiman, Inc All Rights Reserved 70

75 Using the Green Sheet Debrief Notes The Debrief Notes provides a user the ability to evaluate the information gathered in the call upon completion in one easy form. It should be used as a guide for any Red Flags that appeared during the call. Each question/statement area has a free-form text box for information. Additionally, the Debrief Notes may also be printed to review with a coach or manager to define the next steps for moving the deal forward. Debrief Notes Icon Click on Debrief icon to open the dialog window. Click into the white section under each question to enter free-from text. When you have input or edited the field as appropriate, select "OK: to save any changes and close, or select "Cancel" to close without saving changes. 71

76 Green Sheet 5.2 User Online Help August, 2014 Debrief Notes Dialog Copyright Miller Heiman, Inc All Rights Reserved 72