Initially you were excited about the possibility of a new piece of equipment that promised significant savings and enhanced efficiency. But after investing days talking with the sales team, you realize it's more than your budget can handle, or you don't have the system or space requirements needed. You are left frustrated and back at square one. Sound familiar? One manager explains, "So many figures and options are thrown out during sales discussions that can lead to misunderstandings."
 In-Plant managers shared with us some questions that you should ask in the beginning that may help you avoid common sand-traps that can easily shift you off course. The best defense is a good offense.
Are we using the same terminology in all of our discussions with all representatives?
Make sure everyone (you, your staff, the sales rep, vendor support technicians and anyone else involved in the process) understands and is using the same terminology. "Beware of the phrase, no problem," one manager shares. "We were in the process of networking our fleet of 52 copiers with our next contract. As all sales pitches go, the word "no" is eliminated from all conversations. On this particular occasion our vender was asked specifically if we could print through MAC computers utilizing the accounting/tracking system that we were considering. Every question concerning printer networking was answered, no problem. Two years later we can finally print through the system via MAC computers, but not without workarounds. The team of people needed to have this come to fruition was unbelievable. Everyone speaks a different (technical) language too. Our network specialist used different terms than our vendor's network specialist, who used different terms than the tech support from the vendor company."
Can our current computer capabilities accommodate the proposed upgrade without any additional requirements?
Before investing too much time hearing about the advantages of a new piece of software, ask if your current computer capabilities can handle the upgrade's requirements. If your sales rep isn't sure, check with your IT staff before entering into lengthy sales discussions.
What is the total cost of the proposed upgrade?
Make sure the price tag is comparable to the size of your shop. During your first sales call, ask if the cost of the proposed equipment/software fits within your budgetary constraints. Be specific. You know how much your company would be willing to invest and you also know the price tags that definitely won't get the nod from management, no matter how much it promises to improve your shop's efficiency.
Will the proposed upgrade perform as promised without any additional upgrades?
If you can only afford one upgrade at the present time, make that perfectly clear to your sales rep in the beginning. Explain up front that you definitely cannot entertain any additions beyond the parameters identified. Sales discussions often start small and before you know it morph into systems that your budget couldn't possibly accommodate. "First they discuss a small upgrade, ok we are listening, sounds good so far," explains one in-plant manager. "Then they discover we need much more, pretty soon their suggestion is upgrade everything at once so that everything works together and we can be more efficient." Identify very clearly in the very beginning the upgrades that you will consider and those that are completely out of the ballpark. "It is frustrating because we get off the subject so much because they want to sell us multiple items when we are asking to look at one thing."
Will our current space and electrical set-up handle the addition?
Before becoming too interested in a piece of equipment, ask if your current space and electrical needs can handle the addition.
Could you document that information for our records?
If you are basing your decision on information promised in various conversations, ask that the information be documented in writing.
What will be demonstrated during the off-site demonstration? Ask for specific activities. Before attending a sales demo, clarify with your rep exactly what you expect to see. One manager shared how she and her copy operator took off valuable work time to attend a demo on a large volume copier that they were interested in acquiring. When they arrived, they saw a machine with balloons on it. Unfortunately, it was not the new machine on display, but an earlier model. A table with literature and spec sheets on the new machine was close by, but the machine itself was not available for viewing. Participants felt duped. The company wasted their time and the time of all the participants.
Don't know if you have asked all of the right questions?
Ask your in-plant colleagues for their experiences on different pieces of equipment/software through IPMASERV's discussion group.
The bottom line is to make sure you do your homework and consider all of the facets that accompany the upgrade before investing too much of your time and definitely before signing on the dotted line. IPMA offers IPMASERV, an on-line discussion group that allows you to ask your colleagues about their experiences and receive candid feedback. If you are an IPMA member who is interested in joining IPMASERV, contact ipma1@mindspring.com
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