1. Meeting customers expectation RFI process review PRESENTATION BY

2. RFI dababase is a tool in Excel format that collect the FAQ received in Client Service site

3. Meeting customers expectation  Why customers need to know more about us?

4. Today topics  Selling process  Voice of customers  Target  Workshop session

5. Core Values Trustworthiness Trust is the foundation of our company. It is an essential human value that we honor in all our activities, from the way we operate to the way we communicate. Service Our customers are our most important stakeholders and the reason for our existence as a company. We support our customers and collaborate with our internal colleagues with professionalism, courtesy, clear accountability and a sense of urgency. Our goal is transform customer service into customer delight. Quality We strive to deliver the highest possible quality in the scientific services we provide to our customers. Only by doing so can we be considered leaders in our industry. Knowledge The quest for knowledge is never-ending, and as part of our pursuit of scientific excellence we are driven to expand our universe of knowledge in all our fields of expertise. Teamwork There is no more important asset than our people. Across all our sites and at every level of our company we promote learning, sharing and individual growth so that we can build a team that is much more than the sum of its individual parts.

6. The Consultative Selling Process Establish Rapport Identify Critical Needs Achieve Credibility Bridge Needs to Capabilities Overcome Objections Close

7. An example 10 0 % 5%5% 15 % 25 % change of success RFI VISIT/ AUDIT RFP CONTRA CT

8. Request for Information: why your customers do it?  To gather information about:  The suppliers themselves (facilities, finances, attitudes, motivations)  The state of the supply market  Supply market dynamics  Trends and factors driving change  Alternative pricing methods  Supplier competition  Breadth and width of product/service offerings, by supplier  Supplier strategic focus, business and product plans

9. Make or Buy: need to consider whether to make or buy some or all of a product or service. Need to consider a number of factors: Make Buy Available capacity If an organization has available capacity, it makes sense to utilize it. If an organization does not have available capacity, it makes sense to utilize it. Expertise If a firm has expertise in a field, it may make sense to utilize it. If a firm lacks expertise in a field, it may make sense to buy it elsewhere. Quality Consideration Firms that specialize can usually offer higher quality than an organization can obtain outside. Firms that do not specialize usually do not offer higher quality. Nature of demand When demand is high, firm should do the work itself. When demand is low, firm should not do the work itself. Cost Need to consider all cost factors when deciding whether to make or buy. Product Architecture Integral products Modular products

10. The value pyramid Cost Assurance Of Supply Quality/Regulatory Service Innovation

11. RFI The vehicle to let the customers know RF I knowledge

12. Thank You.