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Table Contents

1. Daily expectations of Epicor Business Development Representatives
2. Frequency of record contact
a. Prospect
b. Warming queue
3. Sample cold calling questions
4. Leaving voicemails
5. Sending emails
a. Generic Email Templates
6. Calling non-headquarters
7. Vista/Vantage differentiators
8. Qualified lead criteria
9. Cold calling resources
10. Qualifying criteria by product
a. Vista/Vantage
b. Enterprise
i. E4SE
ii. ITSM

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1. 1. 1. 1. DAiLY ExccTATioNs DAiLY ExccTATioNs DAiLY ExccTATioNs DAiLY ExccTATioNs

Business Development Representatives are assigned the task of identifying leads in a
specific territory for a specific product. The goal is to contact a prospect every 90 days.
BDRs are expected to make 80 unique dials a day and have 3-3.5 total hours of talk time
per day to achieve that goal.

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Arrange contact with a prospect every 90-120 days no matter if the prospect is a
headquarters or a branch.

If the company is in the warming queue contact them every month or otherwise
indicated by them.

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Here are some great questions that you can ask when you are on the phone with a
prospect. Remember to put them in your own voice so you dont sound scripted.
o What software are you currently using?
o How long have you been using that piece of software?
o What do you like about that system?
o If you could change anything about that system, what would it be?
o Are you on maintenance?
o How often do you review your software for its usefulness?
o Are you currently in a growth phase of your business?
o How often do you call in for support for your software?
o Who is your knowledge expert at this facility regarding your system?
o If you are a manufacturer, and you are experts in mfg, then why are you writing
your own software?

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BDRs are allowed to manage their territory as they see fit and use different techniques in
order to achieve the end goal. With regard to voicemails, I found them to be rather
ineffective. The problem with voicemail is that people simply dont listen to them or are
too busy to respond.

For these reasons, I did not leave voicemails with prospects. Instead, I used our follow-up
feature in clientele that the majority of CRM systems have. In the subject line of that
follow-up I indicated, using short hand, that this follow up is a callback follow-up, what
the date was I called and how many times I attempted to reach them during that day. For
example, the subject line would often resemble this: cb fu 12/7 <2> 12/8 <1>. What this
told me was that this was a callback follow-up, as opposed to a marketing follow-up. I
attempted to reach that person and/or company twice on December 7 and one time on
December 8
th
.
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Once a company is in my follow-ups I would attempt to reach the prospect for about
thirty days. These calls were quick because I already know the company, the people, and
the information. When I would make the call, if they werent available I would add the
extra date in my follow-up subject line and move onto the next lead.

The point is to identify prospects that are great fits for Epicors products. Those are the
ones you should target and those are the ones you should continue to call to make contact
with.

For example, if the prospect is a job shop with 5 employees, by all means leave a
voicemail. However, if the prospect is a trailer manufacture with 30 employees and they
are using Peachtree, you should want to speak with them and educate them on what our
system can provide them. Your primary goal is to identify those prospects that are
evaluating. If they arent evaluating, find facts about the company, their software, their
growth, their industry so that you can have better conversations with them down the road.


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Emails can go a long way only when you have had conversations in the past with the
prospect and they are familiar with you and your company. As a BDR, I didnt not send
as many emails as I would have liked to. I had the most success when the person
themselves gave me their email address and I told them that I would contact them via
email to check on the status of their software.

Sending out emails to prospects without having had previous contact with them will
likely be as effective as leaving voicemails. For the most part, you are not going to get
any additional information about the company by sending any email out. Remember, the
point of contacting these leads is to see if they are evaluating but if they arent, the
secondary goal is to establish a basis for conversation in the future. Below are some
generic emails (separated by topic) that should help you save time if you do choose to
email prospects


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(Spoke with Prospect, sending e-literature follow up)

Hello NAME,

It was nice to speak with you. Here is the literature I promised. If you have any questions, please
feel free to contact me at any time. I will follow up with you in the near future. Have a
wonderful day!

Kindest Regards,
___________________________________________________________________________
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Hello NAME,
I appreciate you taking the time to chat with me this morning about your NAME system and ERP
plans for 2007. Epicor is the leader in the mid-market for fully-integrated ERP systems with Tier
1 functionality at Tier 2 pricing. Please email, or call me anytime regarding Epicor's award
winning products and services, or about future projects. Thanks again and have a wonderful day.
Kindest Regards,


(Didnt reach prospect, LVM, sending email follow up)

Hello NAME,

I just left you a voice mail message and thought email may be an easier way of reaching you. I
wanted to touch base with you this year and see if there were any software evaluations planned
for this year or possibly next year. Here is some information about one of our solutions.
Please feel free to give me a call if you have any questions. I look forward to hearing from you at
your earliest convenience.

Cheers,
_______________________________________________________________________

(Checking on Evaluation status)

Hello NAME,

I left you a voice mail message today. I thought it may be easier to get in touch with you by
email. I was checking in on the status of the software evaluation. Is it still on hold or are you
now moving forward? Please contact me with an update. Thanks much.

Kindest Regards,
________________________________________________________________________
Hello NAME,
I had been in touch with you regarding an interest in our Epicor for Manufacturing solution and
am hoping to get an update on the status of your software evaluation. Please feel free to call me at
952.417.5152, or let me know a good time for us to discuss this project in further detail. I look
forward to speaking with you again and hope everything is going well for both yourself and the
business.
Best Regards,
_____________________________________________________________________________
(Web lead)

Hello NAME,

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I just left you a voice mail message today. I thought it may be easier to get in touch with you by
email. I saw you were on the internet looking at some information. I wanted to check in with
you directly to see if you received all the information you needed and also to see if there were any
software evaluations planned for this year or next year. Please contact me with an update.
Thanks much.
_____________________________________________________________________________
Hello NAME,
I am inquiring to make sure you received either the voicemail, or e-mail from Mike
Holton, Territory Manager for your area. I have given him a detailed description of your
evaluation and requirements based on our conversations, and he is hoping to get in contact with
you to discuss requirements, product pricing, and potential demonstrations of the
Epicor product. Mike's contact information is as follows:
Hopefully you have a moment to get in contact with him in the near future. Hope all is well and
look forward to hearing from you soon.
Best Regards,
Hello NAME,
I had recently received your request for information off of the 2020 website and am hoping to get
in contact with you to discuss your software evaluation. Please feel free to call me at
952.417.5152, or let me know a good time for us to discuss this project in further detail. I would
like to get you in contact with the Territory Manager to discuss pricing and potential
demonstrations. I look forward to speaking with you and hope everything is going well for both
yourself and the business.
Best Regards,
(Generic, use w/o having previous contact)
Hello NAME,
I am trying to contact you regarding your organization's business systems. Are you currently in
the process of evaluating your software applications? Epicor is the leader in the mid-market for
fully-integrated ERP systems. We also offer Tier 1 functionality at Tier 2 pricing. If you could
please email, or call me at your earliest convenience I would greatly appreciate it. Please visit the
link below to find out more information regarding Epicor's award winning products and services.
Thank you and have a wonderful day.
Kindes
t Regards,

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Forty percent of Epicors current leads are from what we call Corporate Elsewheres.
Often times organization will start an evaluation at one facility and slowly migrate other
facilities to that software. In larger organizations the headquarters is simply an office and
not a manufacturing facility. Therefore, evaluations often stem from the branches. When
you call, if they tell you Corporate makes all our decisions, ask who to speak with at
headquarters. Also, ask to speak with the person there that deals with the software issues.

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Vista/Vantage Verticals
Industrial Machinery
Capital Equipment
Electronics
Sign Builders
Medical Device
Rubber and Plastics
Automobile
Aerospace
Foundry
Casting
Job Shop
o CNC
o Lathe
o Milling
o Tool and Die
o Stamping

Enterprise
Distribution
Financial Services
Hospitality/Food Service
Non-Profit

E4SE
Professional Services
ITSM
Incident management
Problem management
Change management
Configuration management
Service level management


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Prospects often ask BDRs, what is the difference between Vista and Vantage? As you
know, there is no difference between the two products from a technical standpoint, as
they are built on the same foundation; however, Vista has some modules that are simply
not activated. The following rudimentary criteria should be used as a guideline to
differentiate the two:

Vista:
Less than 15 users and
Less than 75 employees and
Less than $8 million in revenue
One site
One language
One ledger

*Assume that values greater than those listed above would dictate the need for Vantage.

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Epicor, and many of our partners, have adopted the strategy of utilizing an internal sales
team and an outside sales team. In this strategy, our telemarketing cultivates and nurtures
leads until they are qualified and flipped for our outside sales reps to continue working
through the sales process. The following are the questions that should be asked trying to
determine what leads are, in fact, qualified. The asterisk indicates the questions that
are usually the most important to our internal sales force.
*WHO IS ON THE PROJECT TEAM:
*TIMEFRAME TO IMPLEMENTATION
*TOTAL SOFTWARE BUDGET:
*WHAT IS THE COMPELLING EVENT (WHY ARE YOU LOOKING?):
WHAT DO THEY MFG:
WHO IS THE BEST CONTACT:
NUMBER. OF SITES:
TOTAL ANNUAL REVENUE:
TOTAL EMPLOYEES:
TOTAL CONCURRENT USERS:
CURRENT SOFTWARE:
WHO ARE OUR COMPETITORS:
MANUFACTURING PROCESS: Hybrid (MTO and MTS):






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One of the best resources, and the most convenient, is www.coldcallingpodcast.com. The
podcasts are on a myriad of different topics from forming value proposition statements to
leaving voicemails and sending emails. The recordings are about 30 minutes long and can
be downloaded and used on any computer or MP3 player.


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If you have additional questions, our would like some additional training regarding cold
calling, please send me an email at bpeters@epicor.com or call me at 952-417-5307.