Re: 2019 Kick Off - Objection Handling MaterialsHere are the materials from today's session on Objection Handling and Questioning. The end of the powerpoint includes the links to some great Clarifying and Probing questions. Thank you!
RE: 2019 Kick Off - Objection Handling MaterialsThanks very much, Adrian!
I think that's a great tool to work creatively.
2019 Kick Off - Objection Handling MaterialsTop Most Consistent Global Objections:
- The JMP Rule of One – Why can’t we use this at all the companies we own? We would like our engineers in Mumbai to use the software, why is that a problem?
- Licensing Model – We would like our users to be able to check-out a concurrent license, we’ll buy 10 licenses, and supply this to 30 engineers, ok?
- Price – Shoot, we’ll just do in open source what JMP can do for us…and we’ll do it for free!
- Culture Change – Our engineers/scientists/teachers have been doing it this way for a long time and it’s all just fine…change is hard, we don’t have time to update materials, and they know how to do it already in Minitab/R/Excel…no thanks.
- Deployment – So it’s MY JOB to now set this up on everybody’s desktop and keep track of it?
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- Rebecca
- Familiarity with a competitor and their ease of use: “My engineers are used to getting a prescribed answer using Minitab.” or “We already standardized on Tableau.” Or “We are too busy to evaluate a new way of doing things.”
- Rule of 1s Terms: “Why can’t I deploy the software anywhere my engineers are located?” or “Why can’t I use licenses from a company we acquired?”
- Concurrent licensing: “Why can’t I install JMP and only have x number of people licensed use it at one time?”
- JMP Pro: “Why is JMP Pro 10x the cost of JMP?”
- Pricing: “We are a small start-up and we can’t afford the annual fee.”
- Lori/Damian
- License model – concurrent license model is a top request
- Acquisitions just assume the license and continue with business – customers do not want to re-buy
- Also have a BAU component
- Adding related entities – customer sees themselves as the same business
- Adding another country to an existing license – customer sees it as a simple request
- Consolidating licenses – have used co-terming as a work around
- Curt
- Price is the most common objection partly due to open source being a major competitor in our academic markets.
- Inertia or a lack of incentive or motivation to innovate in their teaching.
- Perception that JMP is not used in industry.
- Want an online solution - no install (mostly in introductory markets).
- Biggest ongoing customer care or post sale objection is the deployment and installation issues.
- Ashley Prince
- Silence - while not an objection, an opportunity or lead who goes quiet is a frequent subject of territory reviews.
- Payment terms – sourcing and legal teams under scrutiny to follow a company-wide mandates
- Adoption – concern about the adoption of a new tool and the learning curve required to become productive
- Decision process/Authority – the prospect does not allow you access to authority and/or decision makers, and the opportunity gets stuck “in review”
- Pricing – particularly around JMP Pro
- Iris Yuan
- Un-flexible Licensing Model: "Minitab Concurrent Licensing model： the engineers who are using JMP do not need to use JMP all the time, we would like to maximize the usage of JMP"
- Hard to qualify JMP's value to end user department： “It's hard for us to qualify the value of JMP to our management team? Could you tell us how to qualify JMP's ROI? "
- Lack of learning material base on 6 sigma systems： “JMP is very good but do you have any learning material based on 6 sigma system? such as Minitab has the teaching material which match with the 6-sigma system. That's much easier for our Quality engineers to access"
- One click solution: "We prefer a "one click" data analysis / reporting solution but not just a statistic tool"
- Support for 3rd party or open source tool：” we want to leverage usage of our existed models which are created by MATLAB、R and Python. How dose JMP integrate with or support for open resource software, such as R, Python“
- Luke Walker
- Too expensive/we have no budget
- We have another tool for that
- Wouldn’t know how to use the software
- Management do not buy into the DOE method
- We want a different type of license model (usually concurrent)
- Kiyomi Kato
- We do not use all function. Limited function with cheaper license fee is desired.
- Concurrent license or install based license is preferred because frequency of using statistics is low.
- We already have another statistical software.
- JMP related book is less at the store compare to SPSS.
- Too busy and not to have chance to use JMP
Helpers:
Iris Yuan
Isabelle Swaenepoel
Kiyomi Kato
Nick Salvatore
Stuart Neighbours
Chuck London
Clarifying Questions
- Price – Shoot, we’ll just do in open source what JMP can do for us…and we’ll do it for free!
- Who will build solution?
- Who will maintain solution?
- What happens if that person leaves?
- Cost and time of building and maintaining solution?
- Stability of a home-grown solution?
- How will the solution adapt to your needs and grow with you?
- Where will your users go if they have questions?
- What is the reliability of the open source solution? How do you know?
- Are all your users able to modify or program in open source code / script?
- help me understand why open source is a better option for you?
- Coding costs money. Which means open source really isn’t free.
- What happens if your coder leaves the company and you have no support. The time-saving and functionality will save hours of engineering hours.
- It’s not expensive...less than $100/euros a month. Volume pricing, install multiple machines, transfer to a user who may have left the company.
- Hard to qualify JMP’s value to management
- What are you doing now to address the need?
- Is the current solution working well and efficiently?
- What’s not working well?
- How do you currently present your findings to management?
- What is the cost of the current solution (time and money, and opportunity cost)?
- What would be the value of being able to do X, Y, Z to your management team?
- How do you want your team spending their time?
- What is the most valuable way for your team to be spending their time?
- Do you know how others in your industry are using and finding value in JMP?
- What is your cost of failure, cost of return, the savings of time and money?
- Can Use JMP across depts, they can all speak JMP.
- Improving efficiencies, saving time, less headcount
- Show your own value by using JMP, impressing your colleagues and boss.
- Staying competitive and not falling behind in the market, seeing your results faster.
- We are working with other industries that are using JMP and this is how they are using JMP...paint a picture.
- Licensing Model – We would like our users to be able to check-out a concurrent license, we’ll buy 10 licenses, and supply this to 30 engineers, ok?
- Are the 30 users expected to use it at the same time?
- What are their roles? Where are they located, i.e. are they remote, headquarters, desktop install or laptop?
- How important is the product to each user? Show the value to each user to have their own license.
- Why do you need a concurrent license? Why is that important to you?
- Adoption – concern about the adoption of a new tool and the learning curve required to become productive
- How did you adopt and implement the last product?
- What kind of problem are you trying to solve?
- What platforms/applications will you start using first?
- Payment terms – why can’t JMP just accept our standard 60 / 90 / 120-day terms?
- Are you familiar with how our software delivery/license update process works?
- Can you describe the invoice/PO/payment process at your company?
- Are you familiar with the payment terms of the existing MLA?
- What stakeholders are vested in keeping the software up and running? Is the license team familiar with warning messages and crash dates?
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- Lack of learning material based on 6 Sigma Systems
- What are your training concerns related to changing to JMP from Minitab?
- What is especially useful with the Minitab training materials?
- What type of things does your current training program lack?
- Who is being trained? What medium/delivery mechanism exist?
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- Deployment – So it’s MY JOB to now set this up on everybody’s desktop and keep track of it?
- How do you deploy other desktop software?
- How are you currently managing your software licenses?
- License management is common. Is there someone else in the department we should talk to to help manage this?
- What are your specific concerns? Why will this be difficult?
- Notes
- We have the resources to share how they are deploying/managing the number of licenses you will be getting.
- We have deployment guides, and we also have tech support and SE’s to help smooth this process over.
- It sounds scary deploying for so many people, but the software depot allows for you to do this from one spot. (depends on admin rights)
- Launch logger
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- Support materials: We already have so many support and training material for SPSS, Minitab, R, excel. I don’t see anything to help with JMP. How can we be successful without these materials?
- What type of materials do you need specifically?
- How do you define success in this process?
- In your experience what materials have provided you the most success?
- Who is specifically being targeted on your end for these materials?
- Is there something specific you need training on?
