ScottLearFullInterviewV1
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Contact
Us
at
www.tomingraminc.com
972-394-5736
or
tom@tomingraminc.com
Welcome
to
Interviews
With
the
Sales
Experts!
Interview
with
Scott
Lear,
15
Years
with
Schneider
Electric
including
Area
Manager
and
Director,
Business
Development
Automation
and
Control
Click
Play
to
Continue
(if
needed)
For
more
Interviews
with
the
Sales
Experts,
go
to
www.tomingraminc.com
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(15:15)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(2:40)
Grew
Services
from
$1.5
million
to
$9.75
million
in
4
years
at
32%
Contribution
Margin
in
3
State
Midwestern
Region.
Interviews
With
the
Experts
(604)
Schneider
Electric
(2:27)
Becoming
Commoditized
Services
was
Warranty
Services
Took
mind
set
change
Not
just
fixing
your
own
equipment
Must
do
more
for
customer,
even
with
competitor’s
equipment
Interviews
With
the
Experts
(604)
Schneider
Electric
(French
electrical
equipment
mfr)
U.S.
Division
Grew
Services
from
$24
million
to
$400
million/year
at
32%
Contribution
Margin
from
1994
to
2009.
(From
1%
to
10%
of
sales.)
(0:48)
Total
sales
grew
from
$2.4
billion
to
$4
billion,
demonstrating
product
sales
gains
that
accompany
effective
services
sales.
Parent
Company
changed
workforce
from
7.7%
Services
and
Projects
in
2008
to
12.9%
in
2010.
Produced
15%
EBITA
in
2009.
Interviews
With
the
Experts
(604)
Schneider
Electric
(French
electrical
equipment
mfr)
U.S.
Division
Grew
Services
from
$24
million
to
$400
million/year
at
32%
Contribution
Margin
from
1994
to
2009.
(From
1%
to
10%
of
sales.)
(1:03)
Total
sales
grew
from
$2.4
billion
to
$4
billion,
demonstrating
product
sales
gains
that
accompany
effective
services
sales.
Parent
Company
changed
workforce
from
7.7%
Services
and
Projects
in
2008
to
12.9%
in
2010.
Produced
15%
EBITA
in
2009.
Named
an
executive
vp
and
board
member
to
the
job
of
discovering
additional
services
revenue
opportunities****.
Interviews
With
the
Experts
(604)
Schneider
Electric
(French
electrical
equipment
mfr)
U.S.
Division
Grew
Services
from
$24
million
to
$400
million/year
at
32%
Contribution
Margin
from
1994
to
2009.
(From
1%
to
10%
of
sales.)
(1:18)
Total
sales
grew
from
$2.4
billion
to
$4
billion,
demonstrating
product
sales
gains
that
accompany
effective
services
sales.
Parent
Company
changed
workforce
from
7.7%
Services
and
Projects
in
2008
to
12.9%
in
2010.
Produced
15%
EBITA
in
2009.
Named
an
executive
vp
and
board
member
to
the
job
of
discovering
additional
services
revenue
opportunities****.
Switched
from
cost
plus
pricing
to
value
based
pricing.*
Interviews
With
the
Experts
(604)
Schneider
Electric
(1:40)
Becoming
Commoditized
Interviews
With
the
Experts
(604)
Schneider
Electric
(1:53)
Becoming
Commoditized
Services
was
Warranty
Services
Interviews
With
the
Experts
(604)
Schneider
Electric
(2:06)
Becoming
Commoditized
Services
was
Warranty
Services
Took
mind
set
change
Interviews
With
the
Experts
(604)
Schneider
Electric
(2:17)
Becoming
Commoditized
Services
was
Warranty
Services
Took
mind
set
change
Not
just
fixing
your
own
equipment
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(12:09)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Priced
on
value
brought
to
customer
Class
4
services
strategy:
3-week
refinery
downtime
to
0!
Customers
will
start
with
“Price
is
#1”
–
In
the
end
it
is
not!
Not
“Plug
&
Play”
equipment,
not
standardized
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(11:05)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Priced
on
value
brought
to
customer
Class
4
services
strategy:
3-week
refinery
downtime
to
0!
Customers
will
start
with
“Price
is
#1”
–
In
the
end
it
is
not!
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(8:29)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Priced
on
value
brought
to
customer
Class
4
services
strategy:
3-week
refinery
downtime
to
0!
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(7:30)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Priced
on
value
brought
to
customer
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(6:39)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(6:15)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division.
(6:00)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Customer
Problem:
When
a
30
year
old
electric
substation
need
replacement
(e.g.
4,000
volt
system
for
a
refinery),
competitors
want
to
sell
all
new
equipment,
which
creates
three
weeks+
of
disruption
and
outages.
Schneider
pioneered
"in-place-refurbishment"
for
both
its
equipment
and
competitor's
equipment,
which
resulted
in
near
zero
down
time.
Ultimately
was
able
to
earn
more
profit
than
selling
new
equipment
to
customer
because
of
extreme
value
customer
placed
on
no
outages.
(SL)*
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division.
(5:40)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Customer
Problem:
When
a
30
year
old
electric
substation
need
replacement
(e.g.
4,000
volt
system
for
a
refinery),
competitors
want
to
sell
all
new
equipment,
which
creates
three
weeks+
of
disruption
and
outages.
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division.
(5:12)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(3:59)
#1
was
making
services
part
of
culture
We
were
not
going
to
get
more
people
Incentive
systems
for
services
“Halo
Effect”
of
new
value
to
bring
to
customers
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(3:47)
#1
was
making
services
part
of
culture
We
were
not
going
to
get
more
people
Incentive
systems
for
services
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(3:27)
#1
was
making
services
part
of
culture
We
were
not
going
to
get
more
people
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(3:20)
#1
was
making
services
part
of
culture
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(3:08)
Grew
Services
from
$1.5
million
to
$9.75
million
in
4
years
at
32%
Contribution
Margin
in
3
State
Midwestern
Region.
Accomplished
with
ZERO
INCREMENTAL
PEOPLE.
Total
sales
grew
from
$78
million
to
$120
million,
demonstrating
product
sales
gains
that
accompany
effective
services
sales.
(SL)*
Interviews
With
the
Experts
(604.1)
Schneider
Electric,
U.S.
Division.
(2:55)
Grew
Services
from
$1.5
million
to
$9.75
million
in
4
years
at
32%
Contribution
Margin
in
3
State
Midwestern
Region.
Accomplished
with
ZERO
INCREMENTAL
PEOPLE.
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(20:09)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Resulted
in
minimum
30%
increase
in
bids
won
Other
guys
will
continue
doing
what
they
have
always
done
Had
44,000
SKUs.
Added
technical
services
sales
force
Incentives:
Sales
always
must
get
credit
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(19:34)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Resulted
in
minimum
30%
increase
in
bids
won
Other
guys
will
continue
doing
what
they
have
always
done
Had
44,000
SKUs.
Added
technical
services
sales
force
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(18:32)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Resulted
in
minimum
30%
increase
in
bids
won
Other
guys
will
continue
doing
what
they
have
always
done
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(14:45)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(14:12)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(14:05)
End
user
customer
VS
purchasing
guys
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(13:50)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Key
techniques:
(a)
"How
to
be
two
out
of
three
bids."
Customers
would
always
need
three
bids.
Make
sure
your
bids
included
a
competitive
bid
for
new
equipment
and
a
bid
for
refurbishment
services
as
a
second,
competitive
bid.
This
would
leave
one
open
bid
slot
for
a
competitor.
Regularly
having
two
of
three
bid
slots
wins
a
lot
of
business.
(b)
"Do
you
want
fries
with
that?"
It
sounds
trite,
but
rigor,
training
and
demands
on
the
sales
force
to
sell
services
are,
in
part,
this
simple.
(c)
We
must
get
beyond
the
"services
is
just
the
warranty
group
-
a
necessary
evil"
mentality".
(d)
We
must
make
selling
services
formally
evaluated
as
part
of
performance
management
and
compensation.
(e)
We
added
a
small
dedicated
technical
services
sales
force
to
assist
the
product
sales
force
in
proposing
and
closing
business.
(SL)*
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(13:40)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Key
techniques:
(a)
"How
to
be
two
out
of
three
bids."
Customers
would
always
need
three
bids.
Make
sure
your
bids
included
a
competitive
bid
for
new
equipment
and
a
bid
for
refurbishment
services
as
a
second,
competitive
bid.
This
would
leave
one
open
bid
slot
for
a
competitor.
Regularly
having
two
of
three
bid
slots
wins
a
lot
of
business.
(b)
"Do
you
want
fries
with
that?"
It
sounds
trite,
but
rigor,
training
and
demands
on
the
sales
force
to
sell
services
are,
in
part,
this
simple.
(c)
We
must
get
beyond
the
"services
is
just
the
warranty
group
-
a
necessary
evil"
mentality".
(d)
We
must
make
selling
services
formally
evaluated
as
part
of
performance
management
and
compensation.
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(13:30)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Key
techniques:
(a)
"How
to
be
two
out
of
three
bids."
Customers
would
always
need
three
bids.
Make
sure
your
bids
included
a
competitive
bid
for
new
equipment
and
a
bid
for
refurbishment
services
as
a
second,
competitive
bid.
This
would
leave
one
open
bid
slot
for
a
competitor.
Regularly
having
two
of
three
bid
slots
wins
a
lot
of
business.
(b)
"Do
you
want
fries
with
that?"
It
sounds
trite,
but
rigor,
training
and
demands
on
the
sales
force
to
sell
services
are,
in
part,
this
simple.
(c)
We
must
get
beyond
the
"services
is
just
the
warranty
group
-
a
necessary
evil"
mentality".
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(13:20)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Key
techniques:
(a)
"How
to
be
two
out
of
three
bids."
Customers
would
always
need
three
bids.
Make
sure
your
bids
included
a
competitive
bid
for
new
equipment
and
a
bid
for
refurbishment
services
as
a
second,
competitive
bid.
This
would
leave
one
open
bid
slot
for
a
competitor.
Regularly
having
two
of
three
bid
slots
wins
a
lot
of
business.
(b)
"Do
you
want
fries
with
that?"
It
sounds
trite,
but
rigor,
training
and
demands
on
the
sales
force
to
sell
services
are,
in
part,
this
simple.
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(13:10)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Key
techniques:
(a)
"How
to
be
two
out
of
three
bids."
Customers
would
always
need
three
bids.
Make
sure
your
bids
included
a
competitive
bid
for
new
equipment
and
a
bid
for
refurbishment
services
as
a
second,
competitive
bid.
This
would
leave
one
open
bid
slot
for
a
competitor.
Regularly
having
two
of
three
bid
slots
wins
a
lot
of
business.
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(12:59)
"How
to
Get
Product
Sales
Guys
to
Sell
Services":
See
results
achieved
by
(SC).
Interviews
With
the
Experts
(604.2)
Schneider
Electric,
U.S.
Division
(12:37)
Big
customer
problem
–
shut
down,
discovers
and
creates
other
problems
Internal
parts
were
new
Priced
on
value
brought
to
customer
Class
4
services
strategy:
3-week
refinery
downtime
to
0!
Customers
will
start
with
“Price
is
#1”
–
In
the
end
it
is
not!
Not
“Plug
&
Play”
equipment,
not
standardized
Offer
became
“No
headaches
for
customer”
Thanks
for
Joining
Us
–
Some
Details:
(31:25)
Names
are
disguised
*
“Summaries
of
complex,
long
term
efforts…
Intended
to
communicate
principals
and
concepts…
Estimates
of
benefits…
May
have
been
altered
to
protect
confidentiality…”
Remember
to
ask
us
for
the
rest
of
the
story…
For
more
Interviews
with
the
Sales
Experts,
go
to
www.tomingraminc.com
Contact
Us
at
972-394-5736
or
tom@tomingraminc.com
Interviews
With
the
Experts
Summary:
(31:07)
Place
a
high
value
on
services
Do
not
set
up
as
isolated,
stand-alone
division
Don’t
give
it
away
Interviews
With
the
Experts
Summary:
(30:34)
Place
a
high
value
on
services
Do
not
set
up
as
isolated,
stand-alone
division
Interviews
With
the
Experts
Summary:
(30:05)
Place
a
high
value
on
services
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(28:42)
Customer
came
to
Schneider
Schneider
in
an
associated
business
Customer’s
problem
was
huge
capital
outlay
for
new
machine
Schneider’s
Solution:
Services
extended
life
of
machine
Customer
and
Schneider
solved
need
together
Resulted
in
huge
“drag
along”
sales
–
became
global,
marquee
account
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(27:46)
Customer
came
to
Schneider
Schneider
in
an
associated
business
Customer’s
problem
was
huge
capital
outlay
for
new
machine
Schneider’s
Solution:
Services
extended
life
of
machine
Customer
and
Schneider
solved
need
together
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(27:25)
Customer
came
to
Schneider
Schneider
in
an
associated
business
Customer’s
problem
was
huge
capital
outlay
for
new
machine
Schneider’s
Solution:
Services
extended
life
of
machine
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(25:45)
Customer
came
to
Schneider
Schneider
in
an
associated
business
Customer’s
problem
was
huge
capital
outlay
for
new
machine
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(25:35)
Customer
came
to
Schneider
Schneider
in
an
associated
business
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(25:30)
Customer
came
to
Schneider
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(24:45)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Capitalized
on
Competitor's
Tendency
to
Always
Propose
New
Equipment.
Able
to
place
a
service
engineer
on-site
with
a
major
cigarette
manufacturer
for
two
years
doing
nothing
but
refurbishing
the
electrical
portions
of
older,
mechanically
sound
cigarette
producing
machines.
(SL)*
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(23:36)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Capitalized
on
Competitor's
Tendency
to
Always
Propose
New
Equipment.
Interviews
With
the
Experts
(604.4)
Schneider
Electric,
U.S.
Division.
(23:10)
$1
Million+
Services
Success
Story,
Beating
Competitor's
Product
Sales
With
a
Service:
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(21:45)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Resulted
in
minimum
30%
increase
in
bids
won
Other
guys
will
continue
doing
what
they
have
always
done
Had
44,000
SKUs.
Added
technical
services
sales
force
Incentives:
Sales
always
must
get
credit
Don’t
let
sales
guys
abdicate
and
hand
off
services
sale
to
service
expert
Performance
Management
of
Sales
Guys:
20-40%
on
services
measures
Interviews
With
the
Experts
(604.3)
Schneider
Electric,
U.S.
Division.
(20:16)
End
user
customer
VS
purchasing
guys
Purchasing
guys
will
demand
3
bids,
but
no
more
Most
competitors
undifferentiated
Used
services
to
construct
a
credible
competitive
bid
Resulted
in
minimum
30%
increase
in
bids
won
Other
guys
will
continue
doing
what
they
have
always
done
Had
44,000
SKUs.
Added
technical
services
sales
force
Incentives:
Sales
always
must
get
credit
Don’t
let
sales
guys
abdicate
and
hand
off
services
sale
to
service
expert