1 © 2006 Lenovo

2 Selling Lenovo Services- The First Question! How would you like to extend your client relationships over longer periods of time, increase your income by meeting and surpassing your sales goals, and better serve your small, medium and large business customers with services that can really make a difference in their businesses?

3 © 2006 Lenovo So How Do You Sell Lenovo Services? To sell services, simply ask your customer what type of services they need, usually at the end of the sales process when you’ve got everything else wrapped up. Then, just as an afterthought, ask and hope that they can see the value of the services you have to offer. NOT a good idea!

4 © 2006 Lenovo Discover the Pain A better approach is to go through a process of pain gathering, just as you would when you’re selling desktops or notebooks. Discover what causes the customer pain, and resolve that pain using the services and solutions offered by Lenovo. In effect, lead the customer to the benefits that these excellent service options provide.

5 © 2006 Lenovo Sample Discovery Questions When talking about Lenovo Services, there are open-ended questions or comments you can make to encourage your customer to start thinking about the services that you can offer… Try some of the following : - I assume the BASE warranty of the machine is adequate to fit your needs. Then…. - Have you thought about extended or upgraded coverage for your new equipment - What percentage of the your staff receiving the new notebooks are road warriors or travel often. Then… - Were you aware accidental damage from an electrical surge, liquid spill and/or LCD damage due to a dropped notebook are covered under the accidental protection offering….and NOT the base warranty! - On the equipment you are NOT replacing now, extended maintenance coverage is available The Lenovo TOP 10 Part Numbers will be all you need to provide customers the answers to almost all the questions listed above!

6 © 2006 Lenovo Quick Review  The key to successfully selling services is to first discover the customer’s pain.  Once you understand the customer’s pain points, you will be able to resolve them.  View services just as you would any other type of product and be sure to include them within the context of your sales presentation.

7 © 2006 Lenovo The Sales Rep: What’s In It For You? Selling Lenovo services allows you to offer your customers a level of protection, support and service that resolve pain points and fit their individual needs! So the big question is, what’s in it for you? If you add support services that help your customer you will: Protect customer’s systems and reduce TCO Maintain the equipment throughout their lifecycle even beyond the warranty Provide protection against accidental damages and financial loss Your results will be: Increased loyalty on the part of your customer Greater satisfaction with the equipment they buy Guaranteed repeat business because of lower TCO Reduced competition because of the level of support the customer has grown used to A strong sense of satisfaction because you will have done a great job resolving customer pain AND………

8 © 2006 Lenovo What About the $$$$$$$$ ? In addition to everything mentioned, here’s what you do for yourself: Every service you add to any equipment package will help you meet your overall sales goals. We’re talking real dollars here because the margins on services are really quite good. That means the gross profit and the commissionables really add up. So at the end of the sale, you make more money. It’s that simple: Sell Lenovo Services—Make More Money! It’s Easy Money!

9 © 2006 Lenovo Your Call to Action The Last Question!!!! What are you going to do with all of this ? Suggestion! Get busy and review The Lenovo Top 10 Services that are available and get comfortable with the offering information. - Polish up your consultative and discovery skills - Practice presentations integrating services into your sales process - And last, go out and include Lenovo Services in every sales call you make and over time, track the increases you get in customer satisfaction, loyalty and commissionable income.