Research Tools
Reasons to Call
Product Upselling
Line of Business
Pain Questions (D.I.C.T.A.T.E)
100
An Oracle internal resource that allows users to review account installs, prior service request from customers, compliance status for products, acount contacts, as well as advice on which products to upsell...
What is Upsell Wheel
100
An easy conversation starter, these ________ include an in-person look at products, as well as webinars that can be attended after prior registration.
What are Oracle event information
100
A customer replies yes when asked if their dept. is overburned with end user requests' for reports...
What is an opportunity for BI
100
When talking to a customer with this job title, the conversation should center around importance of protecting important internal data, as well as critical customer information including medical records, social security numbers, and credit card information.
What is conversation with Security Architects
100
This follow up question is the bread and butter of keeping a customer on the phone, and occurs after a pain arises in the conversation. It is often uncovered by asking the customer "interesting, can you tell me more about that.
What are Details
200
accessed through CA Order management, these reports offer high level contact information as well as detailed a detailed purchasing history.
What are Iterp Reports
200
Sent by Lara Norman, these lists include product classrooms that can be attended online, and offer insight into what products our customers are interested in.
What are virtual classrooms
200
This conversation should be approached with caution and should be should pertain to only relevant and pertinent info.Topics should revolve around efficiency and cost-savings
What is conversation with CTO or CIO
200
This question occurs after the customer has explained the pain that has plagued them, and attempts to uncover what steps the customer has taken in to correct the problem
What is try and fix
300
Accesed through sales call online, these reports show who has been downloading our products and how we can reach them
What are Software downloads
300
These hands on demonstrations require an a opp id for registrastion and offer in in depth look at products that a customer has already expressed interests in learning more about
What are workshops over the web
300
A customer responds yes when asked if they have a need for maintaining high level communication between their web based applications.
What is an opportunity for Web Logic
300
this conversation should revolve around the complexity of IT and user data.
What is conversation with technical IT
300
This pain question is not relavent to the business side of a customers job, but instead deal with daily aggravation that the pain causes the customer
What is the emotion aspect of the pain chart
400
This tool shows an updated list of contacts that have attended a recent event, taken an Oracle survey, or reached out to someone at Oracle recently about a particular product or issue
What are LVT leads
400
An agressive way to set up discovery calls, this approach to calls for managers to take 20-30 minutes of their time to go over account status and talk about their initiatives for the coming year
What are annual account reviews
400
Customer replies no when asked if they are satisfied with response time/ performance of their DB, and yes when asked if they store large amounts historical information, but that their apps are used most oftenfor newer data.
What is an opportunity for advanced compression
400
topics with these professionals should center around pressure not to bottleneck busisness decision making and the excessive manhours needed to deliver performance today
What is conversation with busisness and senior IT
400
This aspect of the pain funnel is a strategy for controlling the conversation, and centers around the 80/20 rule for speaking with the customers
What is Talk Less
500
A social networking site that allows for an alternative method of connecting with customers, and is a good resource for finding new contacts
What is LinkedIn
500
Reseached through upsell wheel, this call should be handled with the utmost care and pertinent information should be uncovered by working backwords through the appropriate pillar. The customer should trap themselves, and the information should then be given over to your rep in order for them to handle themselves
What is a compliance issue
500
a 12c customer that recently uprgraded responds yes when asked if they're DB applications require high availability and horizontal scalability on low cost servers without changing a single line of code
What is opportunity for RAC
500
Topics of conversation with this type of IT proffesional should center around poor DB performance contraining the frequency and quality of reporting and business performance.
What is conversation with a BI proffesional
500
This pain question attempts to get the customer to determine the severity of solving this particular pain. It focuses on the implications of not fixing the pain on the customers business and is formed by asking the customer "do you mind if i ask what happens if you don't take any steps to fix this problem?"
What is In-Action
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