| |
| |
| Preface | |
| |
| |
| |
| Purchasing Laboratory Instruments | |
| |
| |
| |
| Selecting Laboratory Instruments | |
| |
| |
| |
| Modular Systems | |
| |
| |
| |
| Systems-in-a-Box | |
| |
| |
| |
| Automation | |
| |
| |
| |
| Data Archival and Recovery | |
| |
| |
| |
| Step-By-Step Purchasing | |
| |
| |
| |
| Analytical Instrument Specifications | |
| |
| |
| |
| Dedicated Packages versus Component Systems | |
| |
| |
| |
| Critical Features of Laboratory Instruments | |
| |
| |
| |
| Universal Laboratory Equipment | |
| |
| |
| |
| Spectroscopy and Analyzer Instruments | |
| |
| |
| |
| Separation Systems | |
| |
| |
| |
| Definitive Chromatography Systems | |
| |
| |
| |
| Automation Accessories | |
| |
| |
| |
| Mass Analyzer Selection | |
| |
| |
| |
| Dedicated Analysis Facilities | |
| |
| |
| |
| Finding The Best Price | |
| |
| |
| |
| Price Quotations | |
| |
| |
| |
| Government Service Administration (GSA) Pricing | |
| |
| |
| |
| Instrument Selection | |
| |
| |
| |
| Fitting Your Needs and Budget | |
| |
| |
| |
| Consider Service and Support | |
| |
| |
| |
| Demonstration Equipment Discounts | |
| |
| |
| |
| Discounting in Kind | |
| |
| |
| |
| The Modular Trap | |
| |
| |
| |
| Buying Used Equipment | |
| |
| |
| |
| New System Warranties | |
| |
| |
| |
| Grants and Bidding | |
| |
| |
| |
| Logical Bidding Specifications | |
| |
| |
| |
| Dealing with Purchasing Agents | |
| |
| |
| |
| Using GSA Pricing | |
| |
| |
| |
| Quantity Discounting | |
| |
| |
| |
| Instrument Vendor Support | |
| |
| |
| |
| In-House Demonstrations and Seminars | |
| |
| |
| |
| User Training Schools | |
| |
| |
| |
| Vendor Application Development Laboratories | |
| |
| |
| |
| Technically Trained Sales Representatives | |
| |
| |
| |
| Vendor-Sponsored Technical Meetings | |
| |
| |
| |
| Postsales Support | |
| |
| |
| |
| Cost of Consumables | |
| |
| |
| |
| Laboratory Instrument Service | |
| |
| |
| |
| Quality Is Job 1, Quality Service Is Job 2 | |
| |
| |
| |
| Separating Instrument and Application Problems | |
| |
| |
| |
| Reverse-Order Diagnosis | |
| |
| |
| |
| Service Resources | |
| |
| |
| |
| Spare Parts Inventory | |
| |
| |
| |
| Diagnosing Grounding and Static Problems | |
| |
| |
| |
| Recycling The System | |
| |
| |
| |
| The Dedicated Recycled System | |
| |
| |
| |
| Technician Training Instruments | |
| |
| |
| |
| University Instrument Donation | |
| |
| |
| |
| Used-Instrument Resale | |
| |
| |
| |
| Metal Recycling | |
| |
| |
| |
| A Guide to the Selling Process | |
| |
| |
| |
| Buying Relationships | |
| |
| |
| |
| Win/Lose Selling Relationships | |
| |
| |
| |
| Win/Win Selling Relationships | |
| |
| |
| |
| Buying Hardware, Service, and Support | |
| |
| |
| |
| Advantages of A Profitable Vendor | |
| |
| |
| |
| Getting What You Pay for and Need | |
| |
| |
| |
| Sales Justification | |
| |
| |
| |
| Emotional Decision Making | |
| |
| |
| |
| Reasons for an Instrument Selection | |
| |
| |
| |
| Purpose of the Decision | |
| |
| |
| |
| Path to a Sales Decision | |
| |
| |
| |
| The Qualifying Sales Interview (ADMANO) | |
| |
| |
| |
| Profiling the Sales Call | |
| |
| |
| |
| Training Salespeople | |
| |
| |
| |
| Hot Button Analysis (HBA) | |
| |
| |
| |
| Verbal/Visual Placement | |
| |
| |
| |
| Handling Graded Placement | |
| |
| |
| |
| Motivational Hot Buttons | |
| |
| |
| |
| Selling to Each Hot Button Type | |
| |
| |
| |
| Objections in the Sales Process | |
| |
| |
| |
| Systematic Selling | |
| |
| |
| |
| Establishing Trust | |
| |
| |
| |
| Helping to Create Desire or Need | |
| |
| |
| |
| Showing That Your Equipment Will Help | |
| |
| |
| |
| Creating Sales Urgency | |
| |
| |
| |
| Assistance of Sales Tools | |
| |
| |
| |
| Use of Demonstration Equipment | |
| |
| |
| |
| Step-by-Step Instrument Selling | |
| |
| |
| |
| Closing the Sale | |
| |
| |
| |
| Assumptive Closes | |
| |
| |
| |
| Manipulative Closes | |
| |
| |
| |
| Final Closing and the Lost Sale Close | |
| |
| |
| |
| The Laws of Selling | |
| |
| |
| |
| Salespeople Are Made, Not Born | |
| |
| |
| |
| You Only Have One Chance to Make a Good First Impression | |
| |
| |
| |
| Salespersons Ask Questions, Not Make Statements | |
| |
| |
| |
| Fear of Loss Is More Important Than Desire for Gain | |
| |
| |
| |
| If You do not ask, the Answer Is Automatically No | |
| |
| |
| |
| Listen More Than You Talk | |
| |
| |
| |
| Objections Are a Sign of Interest | |
| |
| |
| |
| Do Not Argue, Ask for Clarification | |
| |
| |
| |
| Body Language Can Defuse Sales Tension | |
| |
| |
| |
| Emotional Buying and Logical Justification | |
| |
| |
| |
| People Want to Be Fair | |
| |
| |
| |
| Honesty Is Good Business | |
| |
| |
| |
| Never Criticize an Opponent | |
| |
| |
| |
| Tanstaafl | |
| |
| |
| |
| Explaining Quality or Apologizing for the Price | |
| |
| |
| |
| The Word Sales Comes from Serving | |
| |
| |
| |
| Handling Problems | |
| |
| |
| |
| Warranties and Customer Expectations | |
| |
| |
| |
| Dealing with a Lemon | |
| |
| |
| |
| Instrument Success Goals | |
| |
| |
| |
| Providing Application Support | |
| |
| |
| |
| Territory Management | |
| |
| |
| |
| Confidentiality | |
| |
| |
| |
| Sales Integrity | |
| |
| |
| |
| Frequently Asked Questions | |
| |
| |
| |
| Frequently Asked Purchasing Questions | |
| |
| |
| |
| Frequently Asked Questions About New Instruments | |
| |
| |
| |
| Frequently Asked Questions about the Selling Process | |
| |
| |
| |
| Memory Aids, Figures, and Tables | |
| |
| |
| |
| Glossary of Purchasing and Sales Terms | |
| |
| |
| |
| Troubleshooting Quick Reference | |
| |
| |
| |
| Troubleshooting the Purchase | |
| |
| |
| |
| Troubleshooting the Sale | |
| |
| |
| |
| Selected Reading List | |
| |
| |
| Index | |