Microsoft Dynamics Apparel and Textiles Telesales Guide

This telesales guide provides an overview of the information you will need to drive demand for Microsoft Dynamics ERP and/or CRM solutions with customers in the apparel and textiles vertical.
BACKGROUND INFORMATION
Vertical Overview Approximately 25,000 companies manufacture apparel and textiles in the US, with combined annual revenue of about $100 billion. Large companies include Burlington Industries, Unifi, VF Corporation, Levi Strauss, and Warnaco. Some plants in the industry have 500 workers and annual sales of $50 million, but most manufacturers operate a single plant with fewer than 50 employees and annual revenue under $5 million. In the apparel segment, manufacturers usually specialize in one type, such as mens pants, womens skirts and pants, and womens tops. The major products in the textile segment are yarns and threads, fabrics, carpets, and curtains. Demand is largely determined by consumer tastes and consumer demand for home furnishings like carpets, furniture, and curtains. Target Audience Potential prospects are companies that: Experience strain from their supply chain due to an increasing number of variables (styles, sizes, colors, and fabrics) Often see delays in new designs getting to market due to a lack of integration between product development and manufacturing Have sales teams who cannot accurately quote project costs and delivery due to a lack of real-time information Struggle to manage the multiple sales channels such as direct, manufacturers representatives, and retail Prospects and customers may or may not know the value that an ERP or CRM solution can provide their organization. Their mindset could be any of the following: Unaware of ERP or CRM software Dont recognize ERP or CRM software as the way to meet their needs Perceive ERP or CRM solutions as only for the big companies and too complex or expensive Conclude that upgrading their current accounting, bookkeeping, or customer-relationship software will suffice Actively searching for their first ERP or CRM solution

Target Contact Inside the prospects business, talk directly to the technology-influencing business decision maker (TI-BDM). While this could be virtually any senior individual in the company, the following are the most likely roles to be interested in ERP or CRM solutions: For ERP solutions: VP of Engineering / VP of Manufacturing VP of Quality / Compliance VP of Supply Chain

For CRM solutions: VP of Sales / VP of Marketing

Telesales Guide page 1

Microsoft Dynamics Apparel and Textiles Telesales Guide

ROLE-SPECIFIC CHALLENGES AND QUESTIONS TO ASK
Role
VP of Engineering / VP of Manufacturing

Most Relevant Solution(s) Challenges

ERP oving products from development to manufacturing M must be quick while maintaining quality controls anaging complexity with designs due to the M large numbers of suppliers, materials options, and manufacturing locations Manufacturing new products in parallel with customers and vendors Collaborating with international suppliers of raw materials Integrating with Operations to avoid slow time-tomarket and mistakes Selecting the appropriate suppliers and manufacturing facility for each order Maintaining quality while reacting to frequent acquisitions and mergers Managing bills of material and production routings complicated by the large number of item variables Tracking suppliers, lots, color-ways and manufacturing routings on each shipment Providing visibility to inventory, availability and production status Managing ever-changing routings based on cost, production efficiency, and quality Dealing with increasingly strict delivery requirements with short lead times

Probing Questions
Are you able to quickly move products from development to manufacturing? Does quality suffer? How do you manage all of the designs with the large numbers of suppliers and materials options? Is your company able to manufacture products in parallel with customers and vendors? How do you accomplish this? How do you collaborate with your international suppliers? How do your teams integrate with Operations to avoid mistakes? For any given order, how do you select the appropriate suppliers and manufacturing facilities? Are you able to manage your bills of material, despite the large number of item variables?

VP of Quality / Compliance ERP

VP of Supply Chain

ERP

For any given shipment, how do you track your suppliers, lots, color-ways and manufacturing routings? Are you able to provide visibility into your inventory, availability and production status to suppliers and customers? How? Do you deal with strict delivery requirements and short lead times? How you do overcome them?

Telesales Guide page 2

Microsoft Dynamics Apparel and Textiles Telesales Guide

ROLE-SPECIFIC CHALLENGES AND QUESTIONS TO ASK
Role
VP of Sales / VP of Marketing

Most Relevant Solution(s) Challenges

CRM Enabling quick responses to customers Differentiating firm from competition Gathering real-time data from manufacturing and suppliers to accurately quote project costs and delivery Managing multiple sales channels Streamlining sales management Improving customer service Forecasting demand more accurately Implementing CRM systems and methodologies

Probing Questions
What have you done to enable quicker responses to customer requests? How have you streamlined sales management? What initiatives have you put into place to improve customer service? Do your customers have access to the information they need in your back-end systems? Are you able to forecast demand accurately? What systems do you use? Have you considered implementing a CRM system? How would this help your business? From where do you get customer and supplier data? Is it accurate? Is it real-time? How do you manage your multiple sales channels?

Telesales Guide page 3

Microsoft Dynamics Apparel and Textiles Telesales Guide

ERP
MICROSOFT DYNAMICS VALUE PROPOSITION
Key Message If you only have 60 seconds to deliver your sales pitch, this is it: The Microsoft Dynamics business management solution is designed for organizations like yours in the apparel and textiles vertical to enable you to: Enhance connectivity and communication - Maintain high production levels and on-time delivery rates by sharing real-time information about specifications, order status, and quality control. Streamline supply chain processes - Efficiently manage the product life cycle throughout your supply chain. Integrated processes make it easy to manage campaigns and inventories. Gain business insight - Centralized data management enables you to aggregate and analyze critical information. View and react in real time - Improve margins with business intelligence that analyzes critical data from multiple perspectives.

TARGET NEEDS, PAIN POINTS, AND MICROSOFT DYNAMICS BENEFITS

Good candidates for an upgrade to a Microsoft Dynamics ERP solution may bring up any of the following needs or pain points. Microsoft Dynamics addresses those issues with these related benefits. Needs Supply chain complexity - Increasing number of variables (styles, sizes, colors, fabrics) create stress on a global supply chain. Slow time to market - New designs are often delayed getting to market due to a lack of integration between product development and manufacturing.

Pain Points in the Vertical Increasing number of variables (styles, sizes, colors, and fabrics) is creating stress on a global supply chain. New designs are often delayed getting to market due to a lack of integration between product development and manufacturing. Competition-induced pressure is growing for higher quality at lower cost.

Sense of Urgency Many prospects may prefer to stay the course with their current systems rather than endure the changes involved in a software upgrade. The sense of urgency is around this point: Your current accounting software may be limiting your companys ability to meet its business goals. Upgrade now to achieve your business potential.

Benefits of Microsoft Dynamics ERP Solutions Gain business insight - Aggregate and analyze critical information from across your operation. Efficiently manage processes and transactions to make fast, well-informed decisions. Streamlined and efficient manufacturing and delivery - Manage production and distribution processes. Provide real-time data visibility. Increased agility - Gain control of your business processes. Understand shifts in demand and the competition.

Telesales Guide page 4

Microsoft Dynamics Apparel and Textiles Telesales Guide

CRM
MICROSOFT DYNAMICS VALUE PROPOSITION
Key Message If you only have 60 seconds to deliver your sales pitch, this is it: The Microsoft Dynamics business management solution is designed for organizations like yours in the apparel and textiles vertical to enable you to: Better decision-making and a clearer view of customers - Create a single view of each customer based on every piece of information collected. Respond quickly to changing market conditions - Model production capabilities for changes in demand to capitalize on new opportunities as they arise. More efficient sales process - CRM solutions can help you manage and track all customer-facing activities from the initial point of contact. Tight integration with Microsoft solutions - Allows employees to pull information from Microsoft Office applications.

TARGET NEEDS, PAIN POINTS, AND MICROSOFT DYNAMICS BENEFITS

Good candidates for an upgrade to a Microsoft Dynamics CRM solution may bring up any of the following needs or pain points. Microsoft Dynamics addresses those issues with these related benefits. Needs Lack of data - Sales lacks real-time information from manufacturing and suppliers to accurately quote project costs and delivery. Supporting multiple sales channels - It is difficult to manage the multiple sales channels such as direct, manufacturers representatives, and retail.

Pain Points in the Vertical Sales lacks real-time information from manufacturing and suppliers to accurately quote project costs and delivery. It is difficult to manage the multiple sales channels such as direct, manufacturers representatives, and retail.

Benefits of Microsoft Dynamics CRM Solutions Improved coordination and performance - Respond more quickly to market changes. Coordinate sales efforts by using consistent information. Improved profits - Better understand your customers requirements. Gain visibility to deploy resources and improve delivery performance. Strengthen customer relationships - Facilitate communication between your sales team and your customers. Capture and store customer information from the field.

Sense of Urgency Many prospects may prefer to stay the course with their current systems rather than endure the changes involved in a software upgrade. The sense of urgency is around this point: Your current customer relationship management software may be limiting your companys ability to meet your customers expectations and your business goals. Upgrade now to achieve your business potential.

EVIDENCE
Summary Fast-growing footwear manufacturer steps up customer service efforts with Microsoft Dynamics CRM. http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=48413

Telesales Guide page 5

Microsoft Dynamics Apparel and Textiles Telesales Script

OPEN THE CALL
Hello, this is [Name] from Microsoft/[Partner Name]. Im calling today to talk to you about the flexible, easy-to-use business management solutions we offer. These affordable solutions are designed to help companies in the apparel and textiles vertical like yours drive performance and help increase profitability. What is your role in your organization? Are you responsible for decisions related to Enterprise Resource Planning (ERP) (or Customer Relationship Management [CRM]) solutions? If NO, identify the right contact Who is responsible for decisions related to ERP (or CRM) in your company? If yes, ask PROBING QUESTIONS to determine your prospects interest I am calling to discuss ways that we might be able to help you with solutions related to ERP (or CRM).

PROBING QUESTIONS

Identify your contacts current Pains, Plans, Processes, People, and Price (that is, budget and resource) situations. Pains: Based on the role of your contact, ask some of the role-specific questions provided on pages 2-3 of this telesales guide. Plan What are some of your current business priorities? Do you have any projects or initiatives underway to address this priority? What is your timeframe for completing [project related to priority]? What are some of the ways you plan to measure success related to the priority? Process What solutions are you actively evaluating to help you meet your objectives relative to this priority? What (additional) solutions to address this priority are you aware of and planning to evaluate? Who else at your company is involved in the evaluation or decision around this priority? Are you currently looking at any ERP (CRM) solutions to address this priority? Which ones? Are you familiar with Microsoft Dynamics solutions? People Do you have employees with the needed capabilities to help you accomplish your objectives related to this priority? Are you working with any technology partners to help you implement any solutions to address this priority in this area? Who? Price Have you already allocated budget for this solution?

Check Point: Is this prospect interested in evaluating ERP or CRM solutions from Microsoft? Is he or she a good candidate for a new solution? If so, move on to the PROVE VALUE section.

Telesales Guide page 6

Microsoft Dynamics Apparel and Textiles Telesales Script

PROVE VALUE - ERP
General Microsoft Dynamics ERP Benefits for the Vertical Supply Chain Complexity Pain: We have learned that apparel and textile companies are feeling stress over their global supply chain due to an increasing number of input variables, such as styles, sizes, colors, and fabrics. Benefit: Microsoft offers business-management solutions that make it easier for apparel and textiles companies to deal with complicated supply chains by 1. Tracking and tracing products from raw materials to retail stores to assist in the improvement of quality 2. Providing a way to collaborate with global suppliers, manufacturing, operations, and customers on new designs and quality concerns 3. Automatically sending final designs to production for manufacturing Operations Costs and Efficiencies Pain: We understand that apparel and textile companies are dealing with high operations costs and low efficiencies because of a lack of integration between product development and manufacturing. Benefit: Microsoft offers business-management solutions that make it easier for apparel and textiles companies to deal with high operations costs and low efficiencies by 1. Adopting flexible operational networks and business processes that can easily change as business needs evolve 2. Enabling informed decisions using data from suppliers and customers in realtime actionable workflow notifications 3. Integrating multiple facilities and departments by delivering a single real-time view into all manufacturing, customer, sales, and procurement

Telesales Guide page 7

Microsoft Dynamics Apparel and Textiles Telesales Script

PROVE VALUE - CRM
General Microsoft Dynamics CRM Benefits for the Vertical Real-time Customer Data Pain: We have found that sales teams in apparel and textile companies lack real-time information from manufacturing and suppliers to accurately quote project costs and delivery. Benefit: Microsoft offers business-management solutions that make it easier for apparel and textiles companies to develop and utilize real-time customer data by 1. Providing real-time insight into operations and suppliers to deliver accurate quotations and reliable service to customers 2. Utilizing raw material costs and data in CRM to allow sales people to quickly create customer specific quotations Improved Customer Satisfaction Pain: We have seen apparel and textile customer satisfaction decrease as customers lose visibility into the production status. Benefit: Microsoft offers business-management solutions that make it easier for apparel and textiles companies to improve customer satisfaction by 1. Enabling customers to look into operations to see order status and receive automatic alerts when changes to plans have occurred 2. Helping multiple personnel in many locations interact with a customer while maintaining a consistent customer view 3. Integrating customer relationship management tools with proposals, contracts, and billing Evidence The Orthotic Group The Orthotic Group, based in Markham, Ontario, is one of North Americas largest manufacturers of customized footwear and custom foot orthotics. Summary Fast-growing footwear manufacturer steps up customer service efforts with Microsoft Dynamics CRM. Business Situation To continue its impressive growth and challenge its larger competitors in a highly competitive industry, The Orthotic Group sought to differentiate itself by providing high-quality customer service. Solution The Orthotic Group deployed and integrated Microsoft Business Solutions CRM to give its sales and customer service representatives access to rich, timely information. Benefits Improved customer service Reduced month-end closings from 5 days to 1 day Easy access to information Faster response to customers Redeployment of resources to more productive activities

Link http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=48413

Telesales Guide page 8

Microsoft Dynamics Apparel and Textiles Telesales Script

QUALIFY:
Based on what weve spoken about today, I would recommend that you look at [solution]. Can I send you more information related to [solution]? May we schedule a meeting to determine the best solution to your current needs? Microsoft has a current offer on [product]. This special offer ends [date]. Would you like to know more?

CLOSE THE CALL:

I will send you a [solution] information packet immediately. I will schedule . . . Before we close, can I confirm your contact information? Correct spelling on name Title Mailing address, city, state, and ZIP Email address Direct phone number and fax

Thanks very much for your time. Please feel free to call me at any time. You can reach me at [phone number and email address].

Telesales Guide page 9

Microsoft Dynamics Apparel and Textiles Telesales Script

VOICE MESSAGE SCRIPT
If you know the name of the VP of Engineering, VP of Manufacturing, VP of Quality / Compliance, VP of Supply Chain, VP of Sales, VP of Marketing, ask for that person directly. You may reach his or her voice mail box first. Hello, this is [Name] from Microsoft/[Partner Name] Im calling today to talk to you about some of the affordable Microsoft Dynamics business management solutions we offerdesigned specifically to help businesses in the apparel and textiles vertical.

RECEPTIONIST SCRIPT
If you dont have a specific persons name to ask for, a receptionist can connect you. Hello, this is [Name] from Microsoft/[Partner Name] For ERP Solutions I hope you can help me. Im trying to reach the person who manages your Accounting and Finance department. Who would be the best person to speak with? For CRM Solutions I hope you can help me. Im trying to reach the person who manages your customer relations. Who would be the best person to speak with?

Please call me at [XXX-XXXX] and we can discuss how Microsoft Dynamics can help you achieve more of your business goals.

Thank you for your time, and I look forward to speaking with you.

Can you connect me please?

If challenged, say: Id like to speak to the person responsible for purchasing business software solutions in your company.

Telesales Guide page 10