Post on 06-Mar-2018
transcript
GoneFishing
The Tyler Guide to Selling
Contents
Foreword 3Introduction 5
The W.S. Tyler Story 6
Selling on Safety 9
Applying Safety to Sales 11
Selling on Quality 13
Applying Quality to Sales 15
Selling on Professionalism 17
Outside Sales Calls 19 Inside Sales Calls 21 Negotiations 23 Quotations 26 Quotation Cover Email 28 Quotation Follow-Ups 29 Quotation Follow-up Email 30 Complaints 31 Email Complaint Response 33 Emergency Procedure 33
Selling on Experience 35
Being Available 37 Responding Quickly 38 Showing Rather than Telling 38 Offering Something New 39 Adding that personal touch 40 The Rock Book 41 Tyler Cash 42
SMK-00001 Rev 2
Selling on Technology 45
The Pro-Deck Sales Approach 47 Hydro-Clean Testing Process 48 The PET Sales Approach 49 Engineering Process 50 EDS User Guidelines 52 Costing & Price Instructions 56 Discount Rules 57 Customer Complaint Process 58 EDS Form 59 SEQ Form 68 WEQ Form 70 PEQ Form 72 Internal Complaint Form 74
Selling to Achieve Results 77
Structured and Simple Reporting 78 Adapting 80 Reporting Guidelines 81
Finance 85
Minnows to Muskies 86 Credit Application 90 Granting Credit 92 Collection Call Process 98 Dunning Procedure 99 Collection Notices 100 Red Customers 101 Writing Off Accounts 102 Lien Registration 102 Mark-Up vs. Margin 104
2 ///Gone Fishing
notes
The Tyler Guide to Selling/// 3
I went fishing this past summer. I had prepared the boat the night before with all the gear I
thought I would need for a successful trip. The next morning, I got up early and off I went. I got
one lousy bite all day, and the line broke before I could reel it in. I changed locations on the
lake several times and used every different lure I had, still nothing. The most frustrating part
of the day was seeing all the fish jumping, so I knew they were out there. I decided that day I
wanted to be a more successful fisherman.
This book was written by eight people that work in W.S. Tyler’s internal and external sales
divisions, who were convinced the sales process could be made more fun, more efficient and
more successful by comparing the sales process to the great sport of fishing.
When fishing, safety is always the first priority. You are focused on top quality as it relates to
your gear, your location, your boat, and finally the fish you are looking for. As a professional,
you must respect the fish. You want to enjoy a fishing experience you can tell your friends and
family about. Finally, you are going fishing to put as many big fish as you can into the boat. In
other words you want results. These principles of fishing happen to represent the same values
W.S. Tyler stands for.
Every day you walk into W.S. Tyler, you, my friend, are going fishing. You get in the boat that is
your desk or vehicle. The computer and phone are your rod and reel. You use your marketing
tools as bait. You’re fishing for that elusive BIG FISH.
That elusive BIG FISH, is the SALE!
Forward
4 ///Gone Fishing
notes
The Tyler Guide to Selling/// 5
A company is defined by its Customers’ perceptions of its most valuable asset: its people.The sales force is the front stage, often the first and last impression a company makes on its current and potential Customers.
This sales book has been designed to enhance the Tyler sales process to make it the ultimate experience for both our Customer and us. It is based on our core values of:
IntroduCtIon
SafetyEliminate danger, risk and injury
QualityCommit to excellence
ProfessionalismDemonstrate courtesy, respect and responsibility
ExperienceInitiate a rewarding gain of knowledge and skill
ResultsFocus efforts to provide positive outcomes
In Addition, there are sections dedicated to:
Technology Finance
6 ///Gone Fishing
At every W.S. Tyler sales meeting we hold a Gone Fishing expedition. The intent of these sessions is to build on our Gone Fishing experiences, and further develop our level of professionalism and experience in order for our Customers to achieve results.
During one of our expeditions we discussed the question, “when someone asks you what we do at W.S. Tyler, what do you tell them, and HOW DO YOU MAKE IT MEMORABLE?”
Easier said than done. We divided into groups and worked to conquer the approach. From the traditional to the historical to the abstract, below are just a few of the stories we wrote.
the traditional approachWe have been making money out of rocks since 1872. The W.S. Tyler Company is built on integrating new technology that changes the way you process your material. Whether you want to increase your profits by using our experience, our services or our technologies, every solution is tailored to your situation. W.S. Tyler revolves around studying your products and your plant to eliminate the pain in your process. At the end of the day your rocks make you more money when you partner with The W.S. Tyler Company.
the Historical approachW.S. Tyler is a family owned company founded in 1872. Since then our company has been serving the aggregate and mining industries with innovative and industry leading products. W.S. Tyler was the first company to develop test sieves, which are still used today in quality control labs. We have expanded our products and services around the sizing and beneficiation of minerals and aggregates, with a focus on engineering, research and development and dedicated services to find the right solutions for our valued Customers.
Today, under the Haver & Tyler umbrella, we have operations throughout North and South America and are also represented on all other continents. As such our values are represented by building long term local and global partnerships.
tHe w.s. tyler story
The Tyler Guide to Selling/// 7
the abstract approachW.S. Tyler helps build roads, walls, roofs, even the car you’re driving! For example, our technology pelletizes the iron ore that produces the steel your car is constructed from. Our vibrating screens process the oil sands that fuel your car. We offer the washing technology that cleans the platinum in the catalyst. We manufacture the woven wire mesh incorporated into your air bags. After the lifecycle of your car, our screens even process the glass and tires for recycling. At some point in your life, you have driven on a road made of material that was processed with W.S. Tyler equipment.
W.S. Tyler works with mining, aggregate and industrial minerals producers to provide the technology needed to create products used in every day life.
In your own words
What do we do at W.S. Tyler?
How do you tell the W.S. Tyler story?
8 ///Gone Fishing
notes
The Tyler Guide to Selling/// 9
safety
10 ///Gone Fishing
sellIng on saFety
Safety is the cornerstone of our business and is defined by our core values to eliminate danger, risk and injury. It is essential that our Customers and our employees go home safe at the end of each day. By selling our products on key safety needs for our Customers, we are not just selling a product, but offering peace of mind in their work every day. How do we sell on Safety?
leading communication by...
•asking critical questions
•listening for key safety needs
•stating safety features
•Sellingsafetybenefits
•setting new safety standards
...to eliminate danger, risk and injury.
The Tyler Guide to Selling/// 11
applyIng saFety to sales
DIVISION SCREENING SERVICE PET A & D
Product …wire clothsections …tube housings …machine
guards …stair cases
CustomerKey Safety
Needs
“Our guyskeep cuttingthemselves.”
“The lasttime weinstalled oneit almost fell.”
“Our guardsare too heavyto keep liftingthem 80 feet in the air.”
“We needsomethingthat will notallow thingsto fall downthe staircase.”
Our SafetyFeatures
“Our wovenwire sectionshave MetalReinforcedEdges (MRE).”
“Our tubehousingshave ‘ears’ onthem.”
“We offerfiber glassguards.”
“We usestainless steelmesh as ourstair caseinfill.”
Our SafetyBenefits
“MREs createa smoothsurface andcover allwires, whichmeans yourpeople willno longerexperiencecuts.”
“The earsallow thetube housingto remainfirmly inplace duringbearingchanges,that meansyou will nothave toworry aboutthe housingfalling and causingcriticalinjuries.”
“Our guardsonly weigh20 lbs, makingthemextremelylight, whichmeans yourguys will nolongerstruggle liftingthem,even in highaltitudes.”
“Our meshacts as a fallprotection,which preventsthingsfrom fallingdown thestaircase.”
12 ///Gone Fishing
notes
The Tyler Guide to Selling/// 13
Quality
14 ///Gone Fishing
sellIng on QualIty
“Quality is remembered long after price is forgotten.”
Quality is defined by Tyler as a commitment to excellence. The same features that we sell on safety, can be translated to selling on quality. By knowing what is important to our Customers,we can illustrate the quality benefits our products and services have to offer. How do we sell on Quality?
leading communication by...
•asking critical questions
•listening for key quality needs
•stating quality features
•Sellingqualitybenefits
...to demonstrate our commitment to excellence.
The Tyler Guide to Selling/// 15
applyIng QualIty to sales
DIVISION SCREENING SERVICE PET A & D
Product …wire clothsections …tube housings …machine
guards …stair cases
Key CustomerNeeds
“The individualwires make it difficult to fit thesections.”
“1 outof 4 times wechange bearings,they fail shortly after.”
“Our guardsare difficultto fit.”
“We are lookingfor a more modern, high quality look.”
QualityFeatures
“Our wovenwire sectionshave MetalReinforcedEdges (MRE).”
“Our tubehousingshave ‘ears’ onthem.”
“We offerfiber glassguards.”
“We usestainless steelmesh as ourstair caseinfill.”
QualityBenefits
“MREs createa smoothsurface andcover allwires, whichmeans they fit into the tension rails every single time.”
“The earsallow thetube housingto remainfirmly inplace duringbearingchanges,which meansthe seal between tube and side plate is never broken eliminating contamination.”
“Our guardsonly weigh20 lbs, makingthem extremelylight, which means each guard is easy to fit.”
“Our meshis woven giving the staircase infill a modern look.”
16 ///Gone Fishing
notes
The Tyler Guide to Selling/// 17
Professionalism
18 ///Gone Fishing
sellIng wItH proFessIonalIsm
“Performing at a consistently higher level than others.”
There are professionals, and there are amateurs. Anyone can be an amateur. It takes skill and expertise validated by certain actions to be a professional. Every point of contact with our Customers must be done with decorum. In all process steps follow the most important principle of professionalism: Honesty and Integrity.
How do we sell with professionalism?
demonstrate courtesy, respect and responsibility through...
•Honesty & Integrity
•preparation & anticipation
•Code of Conduct
•product & application Knowledge
•KeepingPromises
the following tools are all points of contact where we communicate professionalism to our Customers.
The Tyler Guide to Selling/// 19
outsIde sales Calls
Professional Value Process To-Do
Preparation &
Anticipation
1. Plan Who?
• Review historic sales for those Customers who have not bought from us in the last 12 months,and/or look for potential new Customers on basis of:
• The Customer’s potential sales
• The Customer’s product or industry
• The Customer’s geographic location
• The availability of the Customer’s principal*
2. Material Preparation • Bring The Rock Book
3. Attire • Tyler apparel should always be worn.
“Hone your listening skills, don’t interrupt; choose your questions and comments wisely.”
Sales calls are powerful tools to start the sales process. They are the means by which we can get
the Customer’s attention and drive the Customer’s interest and desire to have our products. Sales
calls need to be organized and well prepared. For cold calls (calls to new Customers) or planned calls
(calls to existing Customers) whether in person or via phone, the following guidelines apply:
*Principal – The contact person you deem to be the decision maker for the purchase of the specific product. Always look for someone far up in the Customer’s chain of command as it provides a great networking opportunity and his/her support will go a long way when being directed to others.
20 ///Gone Fishing
Professional Value Process To-Do
Code of Conduct
4. Call Ahead• Call the Customer a few minutes prior to the visit to ensure he is prepared for you and has time. This is also valid for cold calls.
5. Introduction to Customer
• Ask to speak to the principal*
• Thank him for taking the time to speak to you
• Give him/her your business card
• Tell him/her you would like to ask a few questions
• Give a very brief introduction to W.S. Tyler and your business philosophy.
• Ask the critical question“What is your biggest Screening Challenge?”
6. Gathering Information • Listen for key challenges
Application &
Product Knowledge
7. Sell on “key challenges”
• State key features
• Translate features into Customer benefits (“which means,you …”)
8. Coordinate Quote with Office • Follow Up according to Follow-Up Guidelines
Keeping Promises 6. Communication • Follow Up with answers to questions quickly
The Tyler Guide to Selling/// 21
Professional Value Process To-Do
Preparation &
Anticipation
1. Material Preparation
• Have the Sales Report Form readily available
• Ensure access to all relevant marketing, sales,
pricing and history related information
Code of Conduct
2. Answer the Call
• Name the Department the Customer has reached and introduce your self, i.e.:
“Service, Lui Petrucci speaking”
3. Listen and Ask
• Listen for key challenges
• Ask critical questions
• Determine the Customer’s need or requirement
InsIde sales CallsIncoming calls by Customers offer a world of opportunity. The Customer is interested enough in us to pick up the phone and dial our number. It is our goal to make the best use of the Customer’s time with us and offer him an enjoyable and beneficial experience:
22 ///Gone Fishing
Professional Value Process To-Do
Application &
Product Knowledge
4. Be of Service
Scenario 1: All questions can be answered immediately. In this case sell according to Sales on Safety / Sales on Quality and quote according to the quoting procedures and continue with Up-Sell/ Cross-Sell once done.
Scenario 2: All questions cannot be answered immediately. In this case determine a plan of action in your mind and explain the next steps to the Customer.
5. Up-sell/ Cross-Sell
• Continue the conversation:
“While I have you on the phone, are you aware that we also provide”:
• full line of media products
• vibrating screens and washing technology
• spare parts and service
If “YES” – move to ending conversation
If “NO”–
• Ask critical questions
• State key features
• Translate features into benefits
6. End Conversation
• Reiterate Action Plan (if required)
• Thank Customer for his interest in W.S. Tyler
The Tyler Guide to Selling/// 23
negotIatIons
let’s praCtICe
some points to remember in your negotiations.
1. negotiation is a science, not an art.
2. ask more questions than you think are necessary.
3.Anchoring–makingthefirstoffer–usuallysetsthetone.
4. understand the concept of framing.
5. you must be the one to close the deal.
exercise
You are following up on a quote we have submitted for 3 - 8 x 20, 3D F-Classes for the Rogers Group. We quoted the job for $300,000 with a 12 week delivery time. After asking the Customer how we look, he tells you that he likes what W.S. Tyler has to offer. He enjoyed the personal approach. He feels you have understood his problem better than anyone. He believes in our quality. Unfortunately you are 15% high and your delivery time is two weeks longer than the competition. The Customer feels our competitor is a very good and dependable company, with a great reputation. You know our price cannot be reduced any further and our shop is backed up and cannot improve the delivery date.
24 ///Gone Fishing
price FramingBuild a negotiation frame by which you paint a picture for the Customer, which makes him understand that the value he’s receiving is worth the price. Refrain from talking about features and benefits of the unit, but engage into his thoughts on how this investment will improve his life.
Price Frame 1 – Make the visit personal:“I can appreciate what you’re saying, if I was you I would feel the same. We have a Customer, Vineland Quarries, that was facing the same situation. He could have had another machine installed at no cost, but because they had a similar experience with us at to what you just described, they chose to wait and purchase our equipment.”
Price Frame 2 - Outline the benefits of improved revenue through additional uptime and more profit per ton. Promote the after sale value:“Imagine sitting down with your production team in six months and they tell you your efficiencies are up 15%. FMI installed our F-Class machines last year, and had that exact meeting after investing in Tyler Technology.”
The Tyler Guide to Selling/// 25
delivery FramingBuild a negotiation frame by which you paint a picture for the Customer, which makes him understand that waiting the additional two he needs to wait is worth it. Refrain from throwing additional services or free products at him, but engage into his thoughts on how this additional wait will improve his life.
Delivery Frame 1 – Promote the personal approach, sell on knowledge, experience and understanding of Customer’s problems, education, and how we can help the Customer achieve more with us.
“Imagine your crew is trained and educated on our technology.”
Delivery Frame 2 – Illustrate why it is better to wait two weeks up front rather than experience break-down later with a machine of lesser quality.
“Imagine you do get a machine two weeks earlier, but your team is unhappy with its performance.”
Key negotIatIon words
“picture this...”
“suppose...”
“Imagine...”
“you said...”
26 ///Gone Fishing
“Remember you are not the only source of supply out there; make sure the Customer knows in the end you are the right choice.”
Quotations are a means to an end. We have to provide quotations in order to secure the Customer’s conviction. The information we transmit in the quote paired with the way in which we present it drive our success chances. For all quotations whether in writing, in person or via phone, the following guidelines apply:
QuotatIons
Professional Value Process To-Do
Preparation &
Anticipation
1. Review the quote request • Check for completeness of information
2. Issue costing request (if applicable)
• Transmit the requirements and timeline to other departments
3. Summarize cost & Mark-Up
• Consider the Customer and situation when applying Mark-Up as follows:
Low Margin if:• quoting a dealer• high degree of competition• new Customer• high profile project
High Margin if:• high risk Customer or project• you want to steer the sale into a different product• no competition• specific regions• little chance for repeat
The Tyler Guide to Selling/// 27
Professional Value Process To-Do
Preparation &
Anticipation
4. Determine Delivery
• Determine delivery date in the system
• If not comparable to Customer request call Customer and ask by when the Customer really needs the product
• If required negotiate the delivery
5. Up-Sell/ Cross-Sell
• Up-sell, cross-sell or suggest alternative or complementary product opportunities
6. Check for Accuracy
• Check for accuracy in terms of: delivery date, payment terms, ship terms, product specs, price
• Ensure that you enter the correct sales representation into the system
• Check quote for appearance, spelling and consistency
Code of Conduct 7. Sending Quote
• Every formal quote is preceded by a quotation cover email or personal introduction in which you:
• Thank the Customer for the opportunity
• Highlight the attachments
• Ask for the PO# and return of document
• Ask for credit contact (if new Customer)
• Invite to contact us if there are any questions
• Quote directly on the Customer’s fax or email if the situation allows
* Note: There are certain circumstances and certain Customers that require very quick responses. There is also something positive in using the same format the Customer uses for the response to his/her RFQ. Therefore, it is absolutely acceptable to write prices directly on the Customer’s faxes or emails in order to generate quick turn around. This shall however not apply to new Customers and the Customer’s consent should be granted.
28 ///Gone Fishing
Professional Value Process To-Do
Application &
Product Knowledge8. Sending Quote
• If warranted attach product info/references/ press releases. If the attachments are drawings or engineering information ensure that they are not of confidential nature.
Keeping Promises
9. Sending Quote • Customer receives the quote or at minimum the acknowledgement within 24 hours
10. Communication
Sales rep is immediately informed via phone on all quotes:
• That exceed $3,000
• To new Customers
• To Customers that have expressed interest in other products
SUBJECT: FW: W.S.Tyler Quote # 1234 - Customer Name - RFQ 1234 - Description of Project or Product
Dear Customer:
Thank you for the opportunity to quote (description of project or product). Attached please find (list of attachments).
To place your order, please enter your purchase order number on the quote and return it to us. I will confirm receipt of your order by email.
(If this is a new Customer) Also attached is our standard credit application form. Please have this completed and returned to us so we can proceed with your order.
Please contact us if you have any questions.
(Signature)
QuotatIon Cover emaIl
The Tyler Guide to Selling/// 29
“Eighty percent of your work to get an order is done here; make the most of it.”
Follow-up is often regarded as a hassle or as something that we will do when we have time. However, the follow-up is the most important part of the sales process. The follow-up allows us to drive the Customer to close the deal. Our primary aim in sales is not to quote the Customer, but to lead him or her to close the order with us. The follow-up requires extensive attention. All quotations over $1000, whether in writing, in person or via phone, must be followed up within a maximum of 24 hours as per the following guidelines:
QuotatIon Follow-ups
Professional Value Process To-Do
Preparation &
Anticipation1. Review Quote
• If warranted attach product info / references / press releases. If the attachments are drawings or engineering information ensure that they are not of confidential nature.
Code of Conduct
2. Send Email
or
Make Phone Call
or
Personal Visit
• “We sent you a quote and have not seen the order. Have you placed it yet?”
• If NO: “What information do you require to make a decision?”
• If NOTHING: “May I enter the order for you?”
• If NO: “What will it take?”
• If YES (placed order with competition):
”That is unfortunate, may I ask what led to that decision? What could we do better the next time? Thank you for the feed back. Do you have any other requirements that may allow us to earn your business?”
• END any conversation in”“While I have you on the phone, I just have one further question. What is your biggest challenge when it comes to screening?”
30 ///Gone Fishing
Professional Value Process To-Do
Keeping Promises
3. Follow-Up Responsibility
• For orders:
$1,000 < $3,000 follow-up by CustomerService Advisor
$3,000 - $10,000 follow-up by Certified Sales Manager
> $10,000 follow-up by Business Unit Manager
4. Communicate Follow-Up Results
• Make a point of sharing the results of the follow-up within your Business Unit Manager and with the applicable Certified Sales Manager.
Application &
Product Knowledge
5. Attend to the biggest Screening Challenge
• Listen for key challenges
• State key features of applicable products
• Translate features into Customer benefits
(“which means,you…”)
SUBJECT: FW: W.S.Tyler Quote # 1234 - Customer Name - RFQ 1234 - Project or Product
(Forward your original email and attachments with the following)
Dear Customer:
I am following up with you on your request for (name of project or product).
We want to ensure we meet your requirements. Can you let us know the status of the project and if there is anything further we can do for you?
(Signature)
QuotatIon Follow-up emaIl
The Tyler Guide to Selling/// 31
“Do unto others as you would have them do unto you.”
Customer complaints are often deemed the most inconvenient and unpleasant situation a sales person can experience. However, complaints are the only real situation in which we can prove our value to the Customer. We have a chance to underline as to why his decision to do business with us is the right one. Complaints are an opportunity. Please handle them as follows:
ComplaInts
Professional Value Process To-Do
Preparation &
Anticipation
1. Review Complaint
Code of Conduct 2. Acknowledge Complaint
• “I understand how you feel.”
• “Can you explain to me exactly what happened?”
• Fill out the Complaint Form accordingly
• “What are your expectations of us right now?”
• Reassure the Customer that we take any complaint very serious and that his/her complaint is our top priority and that we will get back to him/her as soon as possible
32 ///Gone Fishing
Professional Value Process To-Do
Application &
Product Knowledge
3. Investigate Complaint • Gather all relevant facts & opinions
4. Resolution Strategy
• Draft a Plan
• Inform Business Unit Manager / Certified Sales Manager
Keeping Promises
5. Inform Customer
• State the features of the resolution plan
• Translate the features into Customer benefits (“which means you…”)
• Apologize for the situation we put the Customer in and thank him for the opportunity to help him to resolve this
6. Distribute Complaint Form
• Send complaint Form to:
• Business Unit Manager
• Certified Sales Manager
• Finance
• Operations Manager (if applicable)
• Marketing Manager (if applicable)
The Tyler Guide to Selling/// 33
emergenCy proCedure“Priority number one, that’s why it is called an Emergency.”
Customers can experience major emergency situations due to the failure of our products or services. Emergencies are defined as situations in which our Customer experiences complete plant / process shutdown. In order to ensure that we resolve such situation professionally the following process applies.
SUBJECT: Plan of Action (description of the Customer’s complaint)
Dear Customer:
We understand (description of complaint).
It is our top priority to resolve this by:
Step 1
Step 2
Step 3
We apologize for the situation and thank you for allowing us to resolve it.
We trust this action plan will meet your expectations.
(Signature)
emaIl ComplaInt response
34 ///Gone Fishing
Professional Value Process To-Do
Preparation &
AnticipationReview Emergency
Code of Conduct Acknowledge Emergency
• “I understand the situation”
• “Can you explain to me exactly what you require?”
• IF product needs to be sent: Ask for the correct ship-to location
• Fill out the Emergency Form accordingly
• Reassure the Customer that we take any emergency extremely seriously and that his/her situation is our top priority and that we will take immediate actions and keep him/her informed about the status.
Application &
Product Knowledge
1. Make Emergency Call • Call the Red Phone and explain situation
2. Resolution Response
• Follow-up with the Emergency Responder via Red Phone
Keeping Promises
1. Inform Customer • Tell the Customer how we have resolved the issue
2. Distribute Emergency From
• Send Emergency Form to:
• Business Unit Manager
• Certified Sales Manager
• Finance
• Technology Manager (if applicable)
• Operations Manager (if applicable)
The Tyler Guide to Selling/// 35
ExpEriEncE
36 ///Gone Fishing
sellIng on experIenCe
“Use your experience to create a good experience for our Customers.”
We define experience as a rewarding gain of knowledge and skill. You may think it’s all about providing good Customer service, but doesn’t everyone? We have to go beyond that in meeting our Customers’ greatest desire of all: a compelling experience that transcends transactions. Think of a great experience you had
as a Customer. Chances are, you walked away from that experience thinking to yourself,“I’ve never seen that before!” That company had a significant influence on you.
How do we sell on experience?
InfluenceourCustomers’perceptionofusby...
• Being available
•responding quickly
•showing rather than telling
•offering something new
•Addingthatpersonaltouch
...to create an addictive connection.
The Tyler Guide to Selling/// 37
BeIng avaIlaBle
Our Customers need to know we are available for them. Maybe YOU are not available right this moment, but our company is. By ensuring our Customers reach a Tyler representative with a heartbeat, and not a phone maze, we have established a voice mail protocol to ensure they connect with us. Keep your voicemail greetings short and concise out of respect for our Customers’ time. Of course, a personal touch is always welcome.
Telephone CallsAll unanswered phone calls are to be forwarded to reception.
reCeptIon to answer:
“I’m sorry, __________ is unavailable, would you like me to take a message or can I put you through to his/her voicemail?”
Internal Voicemail:“Hello, you have reached __________, please leave a message and I will get back to you as soon as I can.”
External Voicemail or Direct Line:“Hello, you’ve reached __________ at W.S. Tyler, please leave a message and I will get back to you as soon as I can.”
Out of Office Voicemail:“Hello, you’ve reached __________ I am out of the office until__________. For urgent matters please call __________, otherwise please leave a message and I will get back to you as soon as I can.”
Out of Office Email:“Thank you for your email. I will be out of the office until __________. For urgent matters
please forward your message to __________, otherwise I will respond when I return.”
38 ///Gone Fishing
respondIng QuICKly
sHowIng ratHer tHan tellIng
While we cannot be with every Customer all at once, we must prioritize their requests, and ensure we respond accordingly. By following a guideline of responding by importance,we can ensure we leave each Customer knowing that we are making them our utmost priority.
Respond to Customers in order of importance:
• Emergency
• Complaints
• Questions and Information
• Quote, Pricing and Delivery
• Order Confirmation
Anyone can give you the information you requested, but if you can add something extra, and show our Customer how something will work for them, well isn’t that something to talk about? Don’t just tell them about it, show them!
written • Attach The Rock Book and relevant brochures and flyers at all opportunities and make mention of them in your correspondence
phone• Invite the Customer to follow your explanations along using the website. Walk Customer through product features and benefits online.
In person• Show samples. Suggest Customer and product references around these samples. Show video.
The Tyler Guide to Selling/// 39
oFFerIng sometHIng newEveryone is always looking for easier, faster, or better ways to do what they do. Taking the time to walk and talk our Customers through our new products and services not only increases our sales opportunities, but creates an experience where our Customer can feel confident knowing you care about his or her business.
written • Send The Rock Book
phone
• Invite the Customer to follow your introduction of a new product using the website. Walk the Customer through product features and benefits online. Suggest Customer and product references around these samples. Ask the Customer if they would like to see a sales representative, or if we can send samples
In person • Show samples. Show videos. Discuss Try & Buy.
40 ///Gone Fishing
addIng tHat personal touCH
marKetIng tools
In the end, it’s all about people and the connection we have with each other. Relating with our Customers and showing we are interested in more than what they buy from us, leaves them with that personal connection to our company and our people. It’s what makes them want to pick up the phone to call you instead of the other guy.
Marketing Tools are available under the Product Info tab located at the bottom of the website,
www.wstyler.ca.
show Interest In: • Family• Job/company• Personal interests
relate with a story: • Personal (talk about weather, flight, etc.)• Product origins (product was originally used…)• Ongoing projects• Company and colleagues
show appreciation: • Bring donuts/coffee• Corporate gifts
The Tyler Guide to Selling/// 41
tHe roCK BooKEvery Tyler representative will carry The Rock Book in their vehicle to every sales call. It is your responsibility to ensure you are well stocked at all times.
The Rock Book includes full-color images, detailed 3-D schematic drawings and specific descriptions throughout its five sections:
• Screens
• Components
• Equipment
• Services
• Resources
The Screens, Components and Equipment sections of The Rock Book offer effective technologies to increase product quality and plant efficiency. With this information in hand, processing plants
will be able to better customize the blend of screen media, processing equipment, components and accessories. The Service and Resource sections address vibration analysis, installation and maintenance, aggregate specifications, wire alloy information and types of crimps and openings. The resources section also contains a handy reference area with a comprehensive guide to screening basics and a glossary of terms.
The Rock Book is available online at www.tylerrockbook.com
42 ///Gone Fishing
what is tyler CasH?TYLER CASH is W.S. TYLER’s own currency. It can be used dollar for dollar on Pro-Deck, spare parts, or on-site service of ANY brand of screening, washing or pelletizing equipment, or toward the purchase of new Tyler equipment.
who can issue tyler CasH?TYLER CASH can be issued by a W.S. TYLER Certified Sales Manager or a HAVER & TYLER Corporation General Manager.
How can I offer my Customer tyler CasH?If you are not a Certified Sales Manager or a Corporation General Manager, contact your Customer’s representative and ask them to visit your Customer with TYLER CASH.
How much tyler CasH can a Customer receive?The Certified Sales Manager or Corporation General Manager may give a Customer as much of their TYLER CASH allowance as required.
what if I have a circumstance that requires extra tyler CasH?Any additional TYLER CASH requests must be approved by the President.
How do I register my Customer’s tyler CasH?Send an email to tylercash@wstyler.ca with the Customer’s name, email, and TYLER CASH serial number(s). You MUST do this to activate the TYLER CASH.
How does my Customer redeem their tyler CasH?The Customer quotes his TYLER CASH serial numbers or sends in a copy of his TYLER CASH. Upon receipt, this information must be sent to tylercash@wstyler.ca
tyler CasH
Serial Number: C200001
Serial Number: B100001
Serial Number: A000001
The Tyler Guide to Selling/// 43
notes
44 ///Gone Fishing
notes
The Tyler Guide to Selling/// 45
Technology
46 ///Gone Fishing
FIve step pro-deCK proCess
1. vibration analysisA certified technician utilizes our signature wireless vibration analysis system to monitor and analyze speed, stroke and overall performance of any vibrating screen.
2. machine Inspection Includes an inspection of key components, examination of interference or loose components, bearing temperature analysis, feed material analysis and screen media inspection.
3. screen media audit We combine historical screen media usage data with an onsite discussion and examination of our professional analysis to audit your current screen media, and create an action plan for success.
4. screen media recommendationYour Pro-Deck technician will combine the results of the analysis; inspection and screen media audit to recommend specific types of screen media that work best for your unique situation.
5. screen media Implementation Screen media is changed one section at a time, with results measured and recorded in between every change. The process continues until all recommendations are implemented and the results are positive.
The Tyler Guide to Selling/// 47
pro-deCK sales approaCHProcess Responsibility Action
Identify Certified Sales Manager
Identify a Pro-Deck opportunity (hint: screening opportunities are Pro-Deck opportunities). Take pictures of the challenges. Prepare a preliminary recommendation.
Presentation Certified Sales Manager
Incorporate Customer’s Pro-Deck opportunity and preliminary recommendations into customized presentation. Present to decision makers.
Guarantee Certified Sales Manager Offer 100% satisfaction guarantee on first Pro-Deck.
Vibration Analysis Pro-Deck Specialist
Utilize our signature wireless vibration analysis system to monitor and analyze speed, stroke and overall performance of the vibrating screen(s).
Machine Inspection Pro-Deck SpecialistInspect key components, examine any interference or loose components, bearing temperature analysis, feed material analysis.
Screen Media Inspection Pro-Deck Specialist
Combine historical screen media usage data with an onsite discussion and examination of the professional analysis to audit the Customer’s current screen media, and create an action plan for success.
RecommendationCertified Sales Manager
& Pro-Deck Specialist
Combine the results of the analysis, machine inspection and screen media inspection to recommend parts, service and specific types of screen media that work best for the Customer’s unique situation. Certified Sales Manager presents the recommendation to the Customer via the Pro-Deck Report Card.
Implementation Pro-Deck Specialist
Screen media is changed one section at a time, with results measured and recorded in between every change. The process continues until all recommendations are implemented and the results are positive. Parts are installed and Service is executed.
48 ///Gone Fishing
Hydro-Clean testIng proCessResponsibility Process
Certified Sales Manager
Qualify the Hydro-Clean lead by completing the WEQ with the Customer.
Certified Sales Manager Quote budgetary pricing for Hydro-Clean system.
Process Engineer Review WEQ and determine if testing should be completed at HEM or via the HC Mobile.
HEM Testing HC Mobile Testing
Process EngineerComplete HEM Sample form and send to Customer to include with their sample to HEM.
Complete Test Proposal and send to Customer, CC Certified Sales Manager.
Sales Order Administrator
Upon receipt of PO from Custom-er, enter HEM Sample Test in SAP.
Upon receipt of PO from Customer, enter WST Test Proposal in SAP.
Process Engineer Convert HEM test results into WST format.
Schedule and complete on-site testing. Complete Feasibility Report and send to Customer.
Certified Sales Manager and Process
EngineerReview test results with Customer.
The Tyler Guide to Selling/// 49
tHe pet sales approaCH
PROCESS RESPONSIBILITYVIBRATING
SCREENSHYDRO-CLEAN
Pelletizing Discs
Ideal Sales Order Definitions
An order for multiple platform T&F-Classes acquired though personal visit to a Customer with a high chance of repeatability though Customer relations
An order for a Hydro-Clean and a rinse screen in a successful application and part of a repeatable process
An order for a Scarabaeus in a successful application and part of a repeatable process
Pre- Evaluation
Field Sales Responsibility
Inform PET Sales about project specs. Understand the goals and objectives of the Customer and his current problems or constraints (including budgets and time frames) / Obtain as much process information (i.e. flow sheets) and installations drawings from the Customer as possible
Concept Definition
PET Sales (with Field Sales
involvement)
Initiate a first project meeting between PET Manager/ Technology Manager / Applications Manager (and Engineering as required) to discuss potential concepts and approach
Concept Design
PET Sales & Engineering
Sizing and machine selection / Perform required calculations / Create installation drawings and layover drawings as required
Information Preparation
PET Sales Compose a package of all relevant information, such as quotations, cost, technical information, drawings, marketing material
Customer Visit
Field Sales & PET Sales
(Engineering if required)
Field sales sets up the visit and introduces agenda to the Customer / Pre-meeting between Field sales and PET Sales and agreement on presentation strategy (which concept option do we want to push?) / Meeting with Customer using proper documentation tools (such as pictures, reports etc.) - conduct plant visit if possible, listen to Customer requirements and adapt & present possible concepts according to onsite findings
Quotation PET Sales (Engineering & Field Sales
as required)
On basis of meeting results adapt concept and quote project (including pay-back calculations if feasible)
50 ///Gone Fishing
engineering process
Approach Modular Machines Custom Design Tailor-Made Design
Description
The Customer chooses from specific components available in a pre-structured BOM (bill of materials)
The Customer exchanges specific components within a pre-structured BOM to components that still need to be designed
The Customer requires a solution or a machine which is not covered by the platform (pre-structured BOM) and requires the design of multiple new components
Allowable Machine BOM
ChangesNone
Feedbox / Discharge Lip / Side Plates
(extensions)Any
Sales Responsibility
Field sales are responsible to provide an EDS for every machine project and an SEQ for all projects with unspecified machine sizes or unclear applications
within their or their distributors territoriesAND
Internal sales is responsible for all open territories including sales agents
Sales Mandate
Lead the Customer to understand his benefits of staying within the modular design
Lead the Customer to understand his benefits of staying within the customized design
Focus the Tailor-Made approach towards the applications versus the Customer preference
EDS Requirements
Communicate selected components using check boxes
Communicate selected components using check boxes and list custom requirements for feedbox, discharge lip and sideplates
Communicate Customer’s requirements outside the platform using Tailor-Made EDS
The Tyler Guide to Selling/// 51
Approach Modular Machines Custom Design Tailor-Made Design
EDS Requirements
Exceptions
Replaces identical machine with existing SAP material number
and BOM
Replaces identical machine with existing SAP material number
and BOM
Replaces identical machinewith existing serial number,
specification card and drawings
Component Engineering
Responsibility
Master Design for all components in
global BOMs
Master Design for all components in
global BOMs
AND
Design Engineer for allowable custom
components
Design Engineer for all components
Engineering Mandate
No design changes allowed
The global BOM with its components is the starting point for each
new machine
AND
Create a library of custom components for possible re-use
For new designs re-use as many ‘standard’ components
as possible
AND
For repeat orders do not integrate any changes
without consulting Technology & Sales
52 ///Gone Fishing
eds user guIdelInes
General
EDS stands for Equipment Data Sheet. The EDS is designed to configure and document the Customer requirements for T- and F-Class machines, 6 and 8 feet wide, for the purpose of:
• Quotations
• Orders and Order Confirmations
• Procurement
• Final Design
• Assembly
• Shipment
Through the use of the EDS, communication between:
• Customer
• Outside sales
• Inside sales
• Engineering
• Operations
will be unified, clear and unmistakable with the goals to:
• Improve the quotation process by:
o Identifying if the required machine is Modular, Custom or Tailor-Made
o Utilizing the cost sheets and quotation guidelines to determine quick and easy pricing for Modular and Custom machines
o Providing the Customer with budget pricing directly in the field
o Ensuring that Tailor-Made machines are identified easily enabling field sales to collect all required data and documentation at that point of time
• Improve the use of standard machine components by:
o Identifying and selecting the components on the EDS
o Providing Engineering with a detailed outline of what needs to be changed
o Providing Operations with the ability to preorder components at time of order
The Tyler Guide to Selling/// 53
Definitions &
Explanations:
• Modular Machines
o The Customer chooses from specific components available in a pre-structured BOM (Bill of Material)
o Modular machines have no allowable BOM changes
o Providing the Customer with budget pricing directly in the field
o Prices shown on provided pricing sheets represent Modular machines
o The EDS outlines all modular components under the heading Modular
• Custom Machines
o For Custom designed machines, the Customer exchanges specific components within a pre-structured BOM with components that still need to be designed or modified
o Custom design machines have the following allowable BOM changes: feedbox, discharge lips, side plate extensions and body bracket location.
o Allowable changes to these three components ensure that the Customer can meet certain mounting, feed and discharge points, and allow for screen replacements using the Modular design with minimum of changes to the design
o To account for these changes you need to add $5,000 to the price of the Modular machine
o The EDS outlines all custom components under the heading Custom. Further explanations are required and need to be outlined with the line item number and explanations in the comment box
o All changes require engineering review for feasibility prior to order confirmation
• Tailor-Made Machines
o This applies if the Customer requires a machine that is not covered by our platform, (pre-structured BOM) and requires the design of multiple new components.
o Any BOM changes are allowable
o These machines are not covered by our pricing sheets and need to be quoted from the PET department
o The EDS outlines all special requirements under the heading Tailor-Made. Further explanations are required and need to be outlined with the line item number and explanations in the comment box.
o Tailor-Made machines require more processing data via an SEQ
For more details on the above, the requirements, responsibility and mandates please refer to Sales and Engineering Approach.
54 ///Gone Fishing
eds user guidelines
Completing an EDS
The EDS is the ruling document in the above processes and is a necessary pre-requisite for all vibrating screen quotations and orders.
The document is self-explanatory. It follows the global BOM (Bill of Material) for these machines and matches all line items used in our SAP system. To use this document properly, please use it in conjunction with the provided price lists and dimensional drawings as follows:
1. Complete the Customer and contact information at the top of the document.
2. Even when the Customer specifies the screen size he requires; ensure that the minimum material data is completed. On the basis of this data, our internal department will confirm feasibility of the selected screen and components. Please note that this does not replace the screen sizing! If the minimum material data information is not completed, the quotation will not be a firm quote.
3. Under Machine Information, select the type of screen, size and number of decks. The sizes listed are that of our modular machine sizes. Please review the item Sales Mandate in the Sales and Engineering Approach, in regard to how to guide the Customer. If the size of screen the Customer requires is not listed, use the predetermined spaces to fill in the size and width of the required machine. Please note that at this point we are dealing with a Tailor-Made machine. You will not be able to price out of your provided cost sheets. Complete the document and forward it to the office for quotation.
4. If the Customer chooses a size represented as a Modular machine, you will find on the price lists provided for the T- and F-Class modular screens an installation drawing number for each of the configurations. These drawings represent the Modular machine designs. Based on the screen size and number of decks the Customer is looking for, select the correct dimensional drawing as a guide to determine the requirements and changes with the Customer while going through the EDS component by component. Based on the dimensional drawings the Customer will be able to determine if the Modular design fits their needs, or if any modifications are required.
5. The last page of the EDS is labeled Optional Components. Please note that these items need to be priced as options and are not included in the base machine price. All outlined options can be found on the pricing sheets under Options and need to be added to the base machine price.
The EDS can be completed with the Customer (preferred) or based on your notes and conversations.
The Tyler Guide to Selling/// 55
Expectations
The EDS in its current form is developed as a tool to use and not as a burden. The GENERAL part of this document describes what we are trying to achieve with it. Please use this tool for inquiries and ordering vibrating screens.
If you use it properly and with the EDS determine that the required machine is a Modular or Custom machine, you are able to provide the Customer, with the help of the provided costing sheets, a price right away. If you feel that a formal quote is required please send the EDS into the office for providing a formal quotation.
Please note that all inquiries require a completed EDS for further processing. This document is the main communication tools for these processes.
56 ///Gone Fishing
CostIng & prICe InstruCtIons
Modular Machines Custom Design Tailor-Made Design
Costing Tool Costing Spread Sheets Costing Spread Sheets
Actual Costs of Identical or Similar Machines &
Estimations(T & F-Class)
T-Class Target Margins
25% GM(Mark-Up 1.33)
Modular Costat
25% GM (Mark-Up 1.33)
+$5,000 added to sales price
35% GM(Mark-Up 1.54)
F-Class Target Margins
35% GM(Mark-Up 1.54)
Modular Costat
35% GM (Mark-Up 1.54)
+$5,000 added to sales price
35% GM(Mark-Up 1.54)
XL-Class Target Margins N/A N/A
30 % GM(Mark-Up 1.43)
L & UML-Class Target Margins N/A N/A
35% GM(Mark-Up 1.54)
H-Class Target Margins N/A N/A
30% GM(Mark-Up 1.54)
S-Class Target Margins N/A N/A
35% GM(Mark-Up 1.54)
Purchased Vibrating Screens
Target Margins
N/A N/A20% GM
(Mark-Up 1.25)
The Tyler Guide to Selling/// 57
dIsCount rules
Volume Strategy Partners
NoteTo get the order anyone at WSTC can give a 5% discount off the LIST PRICES to end Customers only. Discounts over 5% or varying from these instructions must
be approved by the PET Manager or Senior Sales Manager.
T-Class 5% for two or more identical machines to
end users
Up to 15% TBD by Senior Sales Manager
15% off for Dealers10% off for H&B members
All Other Classes
5% for two or more identical machines to
end users
15% off for Dealers15% off for H&B members
Purchased Equipment
0% less than $0.5 Mio2.5% for $0.5 Mio to
$1 Mio5% more than $1 Mio
N/A
58 ///Gone Fishing
Customer ComplaInt proCess
Approach Mechanical IssueApplication
IssueCommercial Issue
Description
The functionality of the machine is jeopardized due to mechanical failure
The performance of the machine is not meeting Customer’s or process expectations
The Customer’s commercial expectations are not met
First WSTC Contact Responsibility
Follow the “Gone Fishing - Complaint” Guideline and inform the Service Manager via Complaint Form
Follow the “Gone Fishing - Complaint” Guideline and inform the Order Administrator via Complaint Form
Service / Order Admin Responsibility
Pull the following basic information:1. Serial Number & EDS2. Certified Drawing3. Specification Card if available4. Vibration Analysis Reports (Shop & In Field)5. Quality Inspection Report
Pull the following Information:1. Quotation2. Customer PO3. Order Confirmation4. Invoice
1. Call Customer to understand the nature of the complaint2. Determine if the issue is mechanical or application oriented3. Solve problem if possible4. Document Customer communication5. If solved follow up with Customer via mail/ CC Division Manager, Order Admin, Finance6. If Service Department cannot solve, proceed to the next step
1. Call Customer to understand the nature of the complaint2. Solve problem if possible3. If solved follow up with Customer via mail / CC Division Manager, Finance4. If Order Admin cannot solve, proceed to the next step
Contact Technology Division with above data
Contact PET department with above data
Contact Division Manager with above data
Technology Division / Applications Department / Division
Manager
Solve problem involving all resources required. After the problem is solved document and communicate the results.
The Tyler Guide to Selling/// 59
www.wstyler.ca | +1-800-325-5993
200320984 Rev. A
CIRCULAR‐MOTION VIBRATING SCREEN6' and 8' Wide, T‐CLASS & F‐CLASS Machines
CUSTOMER
Deck 2: Deck 3: mm
MINIMUM MATERIAL DATA REQUIRED *
MAX LUMP SIZE FEED RATE SOLIDS MOISTURE (For non‐slurry app.)mm in. mesh US No. t/h %st/h m3/hr
NUMBER OF DECKS
1
2
US No.
MACHINE INFORMATION MODULAR TAILOR MADE
MACHINE CLASS
in. mesh
6' x 16'
6' x 20'
T‐CLASS (Two‐Bearing)
3
* IF TAILOR MADE COMPONENTS ARE REQUIRED, CUSTOMER WILL BE REQUIRED TO COMPLETE AN S.E.Q. IN ADDITION TO THE MINIMUM MATERIAL DATA.
COMMENTS
Other:
PROJECT COMPANY
CONTACT NAME PHONE # E‐MAIL
QUOTATION # CUSTOMER P.O. # ORDER #
X
MATERIAL TYPE
8' x 16'
8' x 20'
8' x 24'
F‐CLASS (Four‐Bearing)
MACHINE SIZE
OPENING SIZES REQUIREDDeck 1:
200320984 Rev. A
CIRCULAR‐MOTION VIBRATING SCREEN6' and 8' Wide, T‐CLASS & F‐CLASS Machines
CUSTOMER
Deck 2: Deck 3: mm
MINIMUM MATERIAL DATA REQUIRED *
MAX LUMP SIZE FEED RATE SOLIDS MOISTURE (For non‐slurry app.)mm in. mesh US No. t/h %st/h m3/hr
NUMBER OF DECKS
1
2
US No.
MACHINE INFORMATION MODULAR TAILOR MADE
MACHINE CLASS
in. mesh
6' x 16'
6' x 20'
T‐CLASS (Two‐Bearing)
3
* IF TAILOR MADE COMPONENTS ARE REQUIRED, CUSTOMER WILL BE REQUIRED TO COMPLETE AN S.E.Q. IN ADDITION TO THE MINIMUM MATERIAL DATA.
COMMENTS
Other:
PROJECT COMPANY
CONTACT NAME PHONE # E‐MAIL
QUOTATION # CUSTOMER P.O. # ORDER #
X
MATERIAL TYPE
8' x 16'
8' x 20'
8' x 24'
F‐CLASS (Four‐Bearing)
MACHINE SIZE
OPENING SIZES REQUIREDDeck 1:
EQUIPMENT DATA SHEET/// Circular-Motion Vibrating Screen: 6’ and 8’ Wide, T-CLASS and F-CLASS Machines
W.S. TYLER PET-00009 Rev 1
60 ///Gone Fishing
www.wstyler.ca | +1-800-325-5993
SIDE PLATES WITH REINFORCING PLATES AND PROFILES MODULAR CUSTOM TAILOR MADE
Custom Body Bracket Location
#101 Side Plates
Extended Side Plates
#103 Reinforcing Plates
#104 Reinforcing Profiles
BODY BRACKETS MODULAR CUSTOM TAILOR MADE
T‐CLASS (Two‐Bearing)
#107 Body Brackets @ 20° Inclination)
CUSTOM TAILOR MADE
Custom Inclination (16°, 17°, 18°, 19°, 21°, 22°)
F‐CLASS (Four‐Bearing)
#109 Feed Box
Custom Feed Box
#107 Body Brackets (16° ‐ 22° Inclination)
FEED BOX WITH LINERS MODULAR
#111 Feed Box Liners
Polyurethane
Steel (Standard)
BACK PLATES MODULAR
Rubber
Intermediate (42" Deck Spacing)
CUSTOM TAILOR MADE
#113 Back Plates
Adapter (21" Deck Spacing)
Standard
#119 Discharge Lip Liners
DISCHARGE LIP WITH LINERS MODULAR CUSTOM TAILOR MADE
#117 Discharge Lip
Polyurethane
Custom Discharge Lip
BODY CONFIGURATION
ITEM # COMMENTS
Rubber
Steel (Standard)
EQUIPMENT DATA SHEET/// Body Configuration
W.S. TYLER
The Tyler Guide to Selling/// 61
www.wstyler.ca | +1-800-325-5993
CUSTOM TAILOR MADE
5‐RAIL, SIDE TENSIONED DECK SETUP
DECK CONFIGURATIONDECK 1 DECK 2 DECK 3
#121 5‐Rail Deck Frame for Side Tensioned Media
#123 Facing Profile
DECK SETUP MODULAR
Silicone
Polyurethane
Rubber (Standard)
7‐RAIL, SIDE TENSIONED SETUP (Available on 8' wide machines ONLY)
#125 7‐Rail Deck Frame for Side Tensioned Media
#135 Tension Rails
#137 Tension Bolts
Rubber (Standard)
#127 Facing Profile
Polyurethane
#137 Tension Bolts
MODULAR PIN‐AND‐SLEEVE DECK SETUP
Silicone
#135 Tension Rails
Polyurethane (Standard)
#129 Deck Frame for Modular Media
#133 Side Plate Liner
#131 Deck Frame for Bolt Down Media
#133 Side Plate Liner
Steel
BOLT DOWN DECK SETUP
Steel (Standard)
Polyurethane
ITEM # COMMENTS
EQUIPMENT DATA SHEET/// Deck Configuration:
W.S. TYLERDeck 1 Deck 2 Deck 3
62 ///Gone Fishing
www.wstyler.ca | +1-800-325-5993
ITEM # COMMENTS
Steel (Standard)
Polyurethane
#131 Deck Frame for Bolt Down Media
#133 Side Plate Liner
Steel
BOLT DOWN DECK SETUP
Polyurethane (Standard)
#129 Deck Frame for Modular Media
#133 Side Plate Liner
#137 Tension Bolts
MODULAR PIN‐AND‐SLEEVE DECK SETUP
Silicone
#135 Tension Rails
Rubber (Standard)
#127 Facing Profile
Polyurethane
7‐RAIL, SIDE TENSIONED SETUP (Available on 8' wide machines ONLY)
#125 7‐Rail Deck Frame for Side Tensioned Media
#135 Tension Rails
#137 Tension Bolts
Silicone
Polyurethane
Rubber (Standard)
#121 5‐Rail Deck Frame for Side Tensioned Media
#123 Facing Profile
DECK SETUP MODULAR CUSTOM TAILOR MADE
5‐RAIL, SIDE TENSIONED DECK SETUP
DECK CONFIGURATIONDECK 1 DECK 2 DECK 3
EQUIPMENT DATA SHEET/// Deck Configuration:
W.S. TYLERDeck 1 Deck 2 Deck 3
The Tyler Guide to Selling/// 63
www.wstyler.ca | +1-800-325-5993
ITEM # COMMENTS
Steel (Standard)
Polyurethane
#131 Deck Frame for Bolt Down Media
#133 Side Plate Liner
Steel
BOLT DOWN DECK SETUP
Polyurethane (Standard)
#129 Deck Frame for Modular Media
#133 Side Plate Liner
#137 Tension Bolts
MODULAR PIN‐AND‐SLEEVE DECK SETUP
Silicone
#135 Tension Rails
Rubber (Standard)
#127 Facing Profile
Polyurethane
7‐RAIL, SIDE TENSIONED SETUP (Available on 8' wide machines ONLY)
#125 7‐Rail Deck Frame for Side Tensioned Media
#135 Tension Rails
#137 Tension Bolts
Silicone
Polyurethane
Rubber (Standard)
#121 5‐Rail Deck Frame for Side Tensioned Media
#123 Facing Profile
DECK SETUP MODULAR CUSTOM TAILOR MADE
5‐RAIL, SIDE TENSIONED DECK SETUP
DECK CONFIGURATIONDECK 1 DECK 2 DECK 3
EQUIPMENT DATA SHEET/// Deck Configuration:
W.S. TYLERDeck 1 Deck 2 Deck 3
64 ///Gone Fishing
www.wstyler.ca | +1-800-325-5993
T‐CLASS (Two‐Bearing)
#201 Concentric Shaft
SHAFT CONFIGURATION
SHAFT SETUP MODULAR CUSTOM TAILOR MADE
#203 Two‐Bearing Shaft Assembly (160mm Bearings)
Single Shaft
#205 Eccentric Bushing (Match with Item #401)
F‐CLASS (Four‐Bearing)
Double Shaft (Modular only for 8' x 24' Machines)
#211 Concentric Bushing
#207 Eccentric Shaft (Match with Item #401)
#209 Four‐Bearing Shaft Assembly (160mm Bearings)
SHAFT HOUSING WITH LINER MODULAR CUSTOM TAILOR MADE
#251 Shaft Housing
#255 Shaft Housing Liner
Rubber (Standard)
Steel
LUBRICATION LINES MODULAR
ITEM # COMMENTS
CUSTOM TAILOR MADE
#261 Lubrication Lines
T‐CLASS (Two‐Bearing)
#201 Concentric Shaft
SHAFT CONFIGURATION
SHAFT SETUP MODULAR CUSTOM TAILOR MADE
#203 Two‐Bearing Shaft Assembly (160mm Bearings)
Single Shaft
#205 Eccentric Bushing (Match with Item #401)
F‐CLASS (Four‐Bearing)
Double Shaft (Modular only for 8' x 24' Machines)
#211 Concentric Bushing
#207 Eccentric Shaft (Match with Item #401)
#209 Four‐Bearing Shaft Assembly (160mm Bearings)
SHAFT HOUSING WITH LINER MODULAR CUSTOM TAILOR MADE
#251 Shaft Housing
#255 Shaft Housing Liner
Rubber (Standard)
Steel
LUBRICATION LINES MODULAR
ITEM # COMMENTS
CUSTOM TAILOR MADE
#261 Lubrication Lines
EQUIPMENT DATA SHEET/// Shaft Configuration
W.S. TYLER
The Tyler Guide to Selling/// 65
www.wstyler.ca | +1-800-325-5993
MOTOR & DRIVE CONFIGURATION
DRIVE SETUP MODULAR CUSTOM TAILOR MADE
0.375" Stroke ‐ 860rpm
LH
#401 Drive Assembly, Motor Speed = 1800rpm
T‐CLASS (Two‐Bearing) Drive Side: RH
0.25" Stroke ‐ 1050rpm
0.5" Stroke ‐ 740rpm
LH
#401 Drive Assembly, Motor Speed = 1800rpm
F‐CLASS (Four‐Bearing) Drive Side: RH
0.5" Stroke ‐ 740rpm
0.375" Stroke ‐ 860rpm
MOTOR MODULAR CUSTOM TAILOR MADE
#403 3‐Phase Motor, Speed = 1800rpm (Brand: Westinghouse)
0.25" Stroke ‐ 1050rpm
460V
575V
Special Requirement
MOTOR BASE & SUPPORT MODULAR CUSTOM
Supplied by Customer
TAILOR MADE
#405 Motor Base
Sliding
Pivoting
#409 Motor Support
T‐Class (Only Required with Base Frame)
F‐Class
ITEM # COMMENTS
MOTOR & DRIVE CONFIGURATION
DRIVE SETUP MODULAR CUSTOM TAILOR MADE
0.375" Stroke ‐ 860rpm
LH
#401 Drive Assembly, Motor Speed = 1800rpm
T‐CLASS (Two‐Bearing) Drive Side: RH
0.25" Stroke ‐ 1050rpm
0.5" Stroke ‐ 740rpm
LH
#401 Drive Assembly, Motor Speed = 1800rpm
F‐CLASS (Four‐Bearing) Drive Side: RH
0.5" Stroke ‐ 740rpm
0.375" Stroke ‐ 860rpm
MOTOR MODULAR CUSTOM TAILOR MADE
#403 3‐Phase Motor, Speed = 1800rpm (Brand: Westinghouse)
0.25" Stroke ‐ 1050rpm
460V
575V
Special Requirement
MOTOR BASE & SUPPORT MODULAR CUSTOM
Supplied by Customer
TAILOR MADE
#405 Motor Base
Sliding
Pivoting
#409 Motor Support
T‐Class (Only Required with Base Frame)
F‐Class
ITEM # COMMENTS
EQUIPMENT DATA SHEET/// Motor & Drive Configuration
W.S. TYLER
66 ///Gone Fishing
www.wstyler.ca | +1-800-325-5993
BASE FRAMES AND DUST SUPRESSION
BASE FRAME MODULAR CUSTOM TAILOR MADE
T‐CLASS (Two‐Bearing)
#501 Base Frame @ 20° Inclination ONLY
#503 Base Frame for Stationary Dust Seal
Base Frame @ Custom Inclination
#503 Base Frame for Stationary Dust Seal (20° Inclination ONLY)
F‐CLASS (Four‐Bearing) (REQUIRED on all F‐Class Machines)
Base Frame for Stationary Dust Seal @ Custom Inclination
STATIONARY DUST SEAL MODULAR
#501 Base Frame
CUSTOM TAILOR MADE
#601 Stationary Dust Seal
TAILOR MADE
#603 Vibrating Dust Cover
MODULAR CUSTOMVIBRATING DUST COVER
ITEM # COMMENTS
BASE FRAMES AND DUST SUPRESSION
BASE FRAME MODULAR CUSTOM TAILOR MADE
T‐CLASS (Two‐Bearing)
#501 Base Frame @ 20° Inclination ONLY
#503 Base Frame for Stationary Dust Seal
Base Frame @ Custom Inclination
#503 Base Frame for Stationary Dust Seal (20° Inclination ONLY)
F‐CLASS (Four‐Bearing) (REQUIRED on all F‐Class Machines)
Base Frame for Stationary Dust Seal @ Custom Inclination
STATIONARY DUST SEAL MODULAR
#501 Base Frame
CUSTOM TAILOR MADE
#601 Stationary Dust Seal
TAILOR MADE
#603 Vibrating Dust Cover
MODULAR CUSTOMVIBRATING DUST COVER
ITEM # COMMENTS
EQUIPMENT DATA SHEET/// Base Frames & Dust Suppression
W.S. TYLER
The Tyler Guide to Selling/// 67
OPTIONAL COMPONENTS
CENTRAL LUBRICATION SYSTEM MODULAR CUSTOM TAILOR MADE
T‐CLASS (Two‐Bearing)
#605 Central Lubrication System w/ 10L Reservoir
System w/ 120L Drum
F‐CLASS (Four‐Bearing)
System w/ 120L Drum
#607 Central Lubrication System w/ 10L Reservoir
SKF COPPERHEAD SYSTEM MODULAR CUSTOM TAILOR MADE
#609 SKF Copperhead System
SPRAY SYSTEM CUSTOM TAILOR MADE
#611 Spray System
MODULAR
SPECIAL PAINT CUSTOM TAILOR MADE
#613 Paint Requirements ‐ Customer Color
MODULAR
Paint Requirements ‐ High Heat / Corrosion Resistant
ITEM # COMMENTS
OPTIONAL COMPONENTS
CENTRAL LUBRICATION SYSTEM MODULAR CUSTOM TAILOR MADE
T‐CLASS (Two‐Bearing)
#605 Central Lubrication System w/ 10L Reservoir
System w/ 120L Drum
F‐CLASS (Four‐Bearing)
System w/ 120L Drum
#607 Central Lubrication System w/ 10L Reservoir
SKF COPPERHEAD SYSTEM MODULAR CUSTOM TAILOR MADE
#609 SKF Copperhead System
SPRAY SYSTEM CUSTOM TAILOR MADE
#611 Spray System
MODULAR
SPECIAL PAINT CUSTOM TAILOR MADE
#613 Paint Requirements ‐ Customer Color
MODULAR
Paint Requirements ‐ High Heat / Corrosion Resistant
ITEM # COMMENTS
W.S. TYLER
St. Catharines, ON+1-800-325-5993
W.S. TYLER
Edmonton, AB+1-780-447-1528
HAVER & TYLERROCKY MOUNTAINS
Chilliwack, BC+1-778-775-1515
HAVER & TYLERGRAND CANYON
Gilbert, AZ+1-812-890-5830
HAVER & TYLERAPPALACHIANS
Conyers, GA+1-770-760-1130 www.wstyler.ca
EQUIPMENT DATA SHEET/// Optional Components
W.S. TYLER
68 ///Gone Fishing
COMPANY DATE
STREET; P.O. BOX ZIP CODE/ POSTAL CODE
CITY STATE,PROVINCE
CONTACT
JOB TITLE
PHONE # FAX #
COUNTRY; REGION
PROPOSAL TYPE PROJECTExpansionBudgetary quote Firm quote New plant
oC
oF
Replacement
CUSTOMER
PROJECT
MAKE MODEL SIZE DECKS
REPLACEMENT SCREEN DATA
MATERIAL TYPE
BULK DENSITY SOLIDS
FEED RATE SOLIDS
SOLIDS MOISTURE (For non-slurry app.)
SLURRY VOLUME
PARTICLE SHAPE
CHARACTERISTICS
FEED RATE
AMBIENT TEMPERATURE
MATERIAL DATA
%%SGm3/hrlbs/ft
3t/m
3
BULK DENSITY SLURRY
SGm3/hrlbs/ft
3t/m
3
USGPMm3/hrst/ht/hm
3/hrstpht/h
Round
Abrasive
Low fluidity
Granulated
Pulverized
Flat
Corrosive
% (Normal 85 - 90%) or
Toxic
Cubic
Rough SurfaceHygroscopic
Electrostatic
Continuous Variable rate Batches
110V 220V
Indoor Outdoor Partial Enclosure
Crushed
Explosive Other:
Slivers
Crumbles
Inflammable
Other:
High Fluidity Dusty
PRODUCT TEMPERATUREo
Co F
PLANT LOCATION
ENVIRONMENT
HOURS OF OPERATION
CONTROL VOLTAGE
PLANT DATA
With Flow
Angle
DROP HEIGHT (18” is recommended)
Against Flow
Split
New Stationary
Portable
Existing Stationary
Skid
FEED TO SCREEN STRUCTURE
DESIRED SCREENING EFFICIENCY MAX LUMP SIZE
1/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
SEQ
mm in. mesh US no.
Screening Equipment Questionnaire
SEQ/// Screening Equipment Questionnaire
W.S. TylerPET-00006 Rev 1
The Tyler Guide to Selling/// 69
Vibrating Dust Enclosure
Non Vibrating Enclosure
No Enclosure
Deck 1
Deck 2
Deck 3
OPENING SHAPE
Slot parallel flow
Slot right angle
Square
Round
Zig zag
SCREEN MEDIA
SPRAY BARS
Wire cloth
Perforated plate
Urethane
Rubber
Bar
mm
Cut size
Openingin. mesh US no.
Completed By:
COMMENTS
DESIRED SCREENING
Scalping
Scalping
Scalping
Sizing
Sizing
Sizing
Reject Screening
Reject Screening
Reject Screening
Dewatering
Dewatering
Dewatering
Washing
Washing
Washing
Other:
Other:
Other:
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)
Dec
k 1
Deck 1 Deck 2 Deck 3
Dec
k 2
Dec
k 3
Dec
k 1
Dec
k 2
Dec
k 3
Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing) MACHINE DATA
SCREEN MEDIA DATA
Deck 1
Deck 2
Deck 3
2/2
ENCLOSURE
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Screening Equipment Questionnaire
SEQ
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
••••••380V 460V 575V
Class: Group:
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
W.S. Tyler
St. Catharines, ON+1-800-325-5993
W.S. Tyler
Edmonton, AB+1-780-447-1528
HAVer & TylerrOCKy MOUNTAINS
Chilliwack, BC+1-778-775-1515
HAVer & TylerGrAND CANyON
Gilbert, AZ+1-812-890-5830
HAVer & TylerAPPAlACHIANS
Conyers, GA+1-770-760-1130 www.wstyler.ca
70 ///Gone Fishing
WEQ/// Washing Equipment Questionnaire
W.S. Tyler
CUSTOMERCompany DatE:
StrEEt/p.o. Box Zip CoDE/poStal CoDE
City StatE/provinCE Country/rEgion
ContaCt JoBtitlE
E-mail phonE # Fax #
CuStomErS goalS anD ChallEngES BuDgEt timE FramE
PROJECTpropoSal typE
o Budgetary quote o Firm quoteproJECt
o Expansion onew plant o replacement
REPLACEMENT EQUIPMENT DATAmakE moDEl SiZE othEr:
PLANT DATAplant loCation FEED to WaShing EQuipmEnt StruCturE
hourS oF opEration
Control voltagE
EnvironmEnt Drop hEight (18” is recommended)
Do you havE a FrESh WatEr Supply?
WatEr trEatmEnt
o yes onot Existing
o 110v
oWith Flow onew Stationary
o Split o Existing Stationary
oangle o Skid
o portable o indoor ooutdoor o partial Enclosure
o 220v
[m3/hr] to [m3/hr] [gpm] to [gpm]ono o Existing, rotation capacity from:
MATERIAL DATAWhat iS thE top SiZE? (maximum top size is 6”) What iS thE maximum lump SiZE? (may not disintegrate clay
balls >4”)What thE % oF FEED matErial >1mm (16 mESh)? Feed must contain 30-40% material >1mm (16 mesh)
matErial typE FEED ratE SoliDS Quantity oF thE partiClES >63 µm / 250 mesh
Bulk DEnSity SoliDS SoliDS moiSturE (For non-slurry app.)
matErial to BE ClaSSiFiED aFtEr WaShing proDuCt tEmpEraturE amBiEnt tEmpEraturE
partiClE ShapE
CharaCtEriStiCS
FEED ratE DESirED WaShing EFFiCiEnCy max lump SiZE
o t/h
o t/m3
oContinuous o variable rate onormalo Batches oother: omm o in omesh ouS no.
% %
%
%
o stph
o lbs/ft3
o yes
o round
oabrasive
ohigh Fluidity
o Flat
oCorrosive
o low Fluidity
oCubic
ogranulated
o Electrostatic
oCrushed
ohygroscopic
o pulverized
o Slivers
o rough Surface
oDusty
oother:
oCrumbles
o inflammable
o ºC o ºC
om3/hr
om3/hr
ono o ºF o ºF
o Sg
pEt-00007 rev 1
The Tyler Guide to Selling/// 71
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
W.S. Tyler
St. Catharines, ON+1-800-325-5993
W.S. Tyler
Edmonton, AB+1-780-447-1528
HAVer & TylerrOCKy MOUNTAINS
Chilliwack, BC+1-778-775-1515
HAVer & TylerGrAND CANyON
Gilbert, AZ+1-812-890-5830
HAVer & TylerAPPAlACHIANS
Conyers, GA+1-770-760-1130 www.wstyler.ca
NEXT STEPSCollect all required flow sheets and installation drawings. Send hEQ, flow sheets and installation drawings in one package with the subject line: hEQ, Customer name, location, project name (if applicable) to: hydroclean@wstyler.ca
RINSE SCREEN SECTIONWhat proDuCtS anD SiZES Do you Want to proDuCE?
Do you Want to rECovEr any SanD proDuCtS?
iF yES, What SanD proDuCtS?
o yes ono
AIM OF THE WASHING PROCESS
o resolution on certain grain sizes oCleaning of surfaces
oDissolving of lumps o Separation of lightweight materials
o liberate percious metals oother:
72 ///Gone Fishing
psi
psi kpa
kpa
COMPANY DATE
STREET; P.O. BOX ZIP CODE/ POSTAL CODE
CITY STATE,PROVINCE
CONTACT
JOB TITLE
PHONE # FAX #
COUNTRY; REGION
PROPOSAL TYPE PROJECTExpansion
Rim Height:Diameter:
Budgetary quote Firm quote New plant
oC
oF
Replacement
Motor Size: KW HP
CUSTOMER
PROJECT
MAKE MODEL DISC SIZE
PELLETIZING DISC DATA
MATERIAL TYPE
BULK DENSITY SOLIDS
FEED RATE SOLIDS (DRY)
AVERAGE MOISTUREMOISTURE FLUCTUATIONS
PARTICLE SHAPE
CHARACTERISTICS
FEED RATE
AMBIENT TEMPERATURE
FEED MATERIAL DATA
%%SGm3/hrlbs/ft
3t/m
3
FEED STORAGE
m3/hrstpht/h
Round
Abrasive
Low fluidity
Granulated
Pulverized
Flat
Corrosive
Cubic
Rough SurfaceHygroscopic
Electrostatic
Continuous Variable rate Batches
220V 24V Other:110V
Indoor Outdoor Partial Enclosure
Crushed Slivers
Crumbles
Inflammable
Other:
High Fluidity Dusty
MATERIAL TEMPERATUREo
Co F
Yes No
PLANT LOCATION
ENVIRONMENT OF DISC LOCATION
HOURS OF OPERATION
CONTROL VOLTAGE
PLANT DATA
New Stationary Existing Stationary Yes No
STRUCTURE
COMPRESSED AIR AVAILABLE?
STRUCTURAL DRAWING ATTACHED (please attach)
MAX LUMP SIZE MSDS SHEET ATTACHED
1/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
PEQ
mm in. mesh US no.
Pelletizing Equipment Questionnaire
Indoor Outdoor
Yes NoTHREE PHASE
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
Yes No
Yes No
50HZ 60HZ
ALTITUDE above 1000m (3300ft)?
Yes No
380V Other:460V 575V
Class: Group:
Toxic Explosive Other:
Yes No
COOLING AVAILABLE WATER?
Yes No
Pressure:
Pressure: Temperature Min: Max:
oC
oF
PEQ/// Pelletizing Equipment Questionnaire
W.S. TylerPET-00008 Rev 1
The Tyler Guide to Selling/// 73
Completed By:
COMMENTS
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS OF FEED MATERIAL
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
PEQ
Pelletizing Equipment Questionnaire
PRODUCT
STRENGTH REQUIREMENT (DRY)
PELLET APPLICATION
Iron Ore (Blast Furnace) Iron Ore (Direct Reduction) Sinter Sinter Hybrid (HPS)
Expanded Clay
Fertilizers
Building Material Chemical Industry
No Requirement Pellet Strength
Newton (N)
Pound - force (lbf)
AVERAGE PELLET SIZE
FORMULA FOR PELLETS AVAILABLE
PRIOR TESTING FOR PELLETIZING COMPLETING (If yes, provide results)
RECOMMENDED BINDING AGENTS:
BULK DENSITY
RANGE OF VALUABLE PELLET SIZE REQUIRED
in.mm
No
From: To:
Yes
NoYes
Other:
MOISTURE
%
RECOMMENDED ADDITIVES:
lbs/ft3
t/m3
in.
mm
in.
mm
Completed By:
COMMENTS
AIM OF THE WASHING PROCESS
Resolution on certain grain sizes
Dissolving of lumps
Cleaning of surfaces
Separation of lightweight materials
Date:
SIZE
Tyler Mesh
US Sieve No.
Inches
Millimeter
Passing
Retaining
Cumulative
Fraction (must = 100%)Micron
1
2
3
4
5
6
7
8
9
10
11
12
13
14
=
=
=
=
=
=
=
=
=
=
=
=
=
=
%
%
%
%
%
%
%
%
%
%
%
%
%
%
PERCENTAGE
SIEVE ANALYSIS (required for sizing)
2/2
225 Ontario St., P.O. Box 3006, St. Catharines, ON, L2R 7B6 Tel: (905) 688-2644 Fax: (905) 688-6940 www.wstyler.ca
Yes NoTHREE PHASE
ALTITUDE above 1000m (3300ft)?
FREQUENCY
VOLTAGE
MOTOR DATA
MOTOR EXPLOSION PROOF?
ENCLOSURE
Yes No50HZ 60HZ
Yes No
TEFC TENV
380V 460V 575V
Class: Group:
Hydro-Clean Equipment Questionnaire
HEQ
W.S. Tyler
St. Catharines, ON+1-800-325-5993
W.S. Tyler
Edmonton, AB+1-780-447-1528
HAVer & TylerrOCKy MOUNTAINS
Chilliwack, BC+1-778-775-1515
HAVer & TylerGrAND CANyON
Gilbert, AZ+1-812-890-5830
HAVer & TylerAPPAlACHIANS
Conyers, GA+1-770-760-1130 www.wstyler.ca
74 ///Gone Fishing
Internal Process Document/// Customer Complaint Form: Machines | Document No: SER-00002
W.S. Tyler
1. Follow WSTC Customer Complain Approach
WSTC Contact Name: Date:
Customer
Name: Email:
Company: Phone:
Serial No.: Order No.:
Follow-Up: Date:
Has the issue been resolved satisfactorly? o Yes oNo (If “No” return to #2 above)
Closed By Name: Date:
Document Author: Document Date: Approved By: Revision Date: Revision No:
DT 2012-06-27 2013/08/12 003
Customer Complaint Via: o Site Visit o Email o Phone
oMechanical Issue oApplication Issue oCommercial Issue oQuality Issue
Description:
Steps Take to Resolve Issue:
Attached Documents: Mechanical/Application
o EDS o Vibration Analysis
oCertified Drawing oMachine Inspection
o Spec. Card
oOther
Attached Documents: Commercial
oQuotation o Invoice
oCustomer P.O.
oOrder Information
oOther
2. Following information to be filled out by responsible department.
The Tyler Guide to Selling/// 75
notes
76 ///Gone Fishing
notes
The Tyler Guide to Selling/// 77
Results
78 ///Gone Fishing
sellIng to aCHIeve results
Ultimately we are all here to achieve results. It’s what keeps the doors open, keeps us in the boat, and allows us to continue to do what we love in life. How do we sell to achieve results:
Focus efforts to provide consistent booking successes through...
•structured and simple reporting
•adaptation
struCtured and sImple reportIngResults are the ultimate measure for all our efforts. They are the documentation of our success. The Results represent our report card. In order to realize results, the following reporting guidelines apply:
The Tyler Guide to Selling/// 79
when? what? who?
DailyBookings will be recorded on a designated board daily. It will be updated with sales and Month-to-Date Bookings figures. CSA
Weekly 1st working day of the
week
A meeting with everyone will be held in the shipping department to report on the previous weeks:
Bookings, Sales, Delivery, CreditsAdministration
Weekly
An open orders list for all quotes greater than $3,000 will be forwarded to the Certified Sales Managers with the request for status.
Business Unit Manager
The Bookings Dashboard per Certified Sales Manager will be forwarded to all Business Units and Certified Sales Managers
Marketing
Monthly
Bookings will be recorded on a designated board monthly. It will be updated with sales and Year-to-Date Bookings figures.
CSA
The YTD Budget for the entire company will be updated and circulated to all Business Units Marketing
Quarterly
A Customer bookings report will be circulated to all SalesRepresentatives, outlining:
Bookings / Month
Bookings / YTD
Bookings / Month previous year
Bookings / YTD previous year
Business Unit Manager
80 ///Gone Fishing
adaptIngIn the event our results are not met,we need to adapt our ways to changing circumstances. In other words failure to meet our goals needs to result in specific actions. The following actions shall apply:
when? what? who?
Weekly Goals not met
Check Follow-Up for consistency and completeness CSA
Contact Certified Sales Manager currently not meeting goals to determine what can be improved jointly
Business Unit
Manager
Weekly Goals not met 3 weeks in a row
• Run Bookings vs. Quote Report
• Determine from report if we have a market or a closing problem
• IF market problem, review existing Customers that have not bought from us in the last 3 / 6 / 9 months
• IF closing problem, determine if the reason is pricing, quality or delivery and develop marketing campaign to target reason
Business Unit
Manager
The Tyler Guide to Selling/// 81
Labeling the email subject lines in your reports is critical to everyone to find, file and discuss important project information. Each subject line must be carefully filled out prior to sending. The format for the email subject line is as follows: Document Type, Customer Name, Location, Project Name (if applicable) In regard to addressees, every email should be addressed to only those individuals who are expected to take action. All others shall be copied into the CC line.
document type abbreviationVisit Report VR
Telephone Report TRCredit Request CR
Marketing Report MRRequest for Quotation RFQ
exampleSubject: VR: Grupo Frisco, El Coronel, Mexico, Expansion Project for 5 Semi-MobileProcessing Plants and 11 Future Mining Projects
To-Do:1. FF - Meet with the H&T board to formulize our strategic intent to offer complete plants.2. FF - Compile a team to visit the mine site and design a new plant concept in Mexico.
Summary:Grupo Frisco is looking to expand in 5 new semi-mobile expansion plants worth a minimum of $10 - $15 million and 11 new projects in undisclosed value with a partner to the exact specification to which we always promote ourselves…
Report:“If you want to do business with us, you must understand that Grupo Frisco is not a Mining Company, but in reality is a Company of Opportunities. We are not searching for suppliers, but for partners.”
These are the words with which Roland Duer, Chief Purchasing Officer of Condumex - the buy-ing arm of Grupo Frisco, opened up the meeting at which 12 competing companies took part in on August, 11th 2011...
reportIng guIdelInes
82 ///Gone Fishing
rFQ reportIng guIdelInesLabeling the email subject lines in your request for quote is critical. Each subject line must be carefully filled out prior to sending. The format for the request for quote email subject line is as follows:
RFQ, Customer Name, Location, Part or Service to be quoted
Every email should be addressed to only those individuals who are expected to take action. All others shall be copied into the CC line.
exampleSubject: RFQ, Lafarge Canada, Dundas Ontario, Bearing Housing
To-Do:1. SW – Quote QTY 2 Bearing Housing 2. SW – Provide a 5% discount and show the discount3. LP – Quote the service to install the QTY 2 Bearing Housings
Machine Information:Machine Type: F-ClassMachine Size: 8ft X 20ft, 3DMachine Serial #: 21862
Contact Information:Contact Name: Teresa RafajacContact Email: teresa.rafajac@lafarge-na.comContact Phone: +1 905-527-3671, Ext. 269
The Tyler Guide to Selling/// 83
notes
84 ///Gone Fishing
notes
The Tyler Guide to Selling/// 85
Finance
86 ///Gone Fishing
mInnows to musKIes
Customers are the core of our business, without them there is no requirement for a boat to fish from or a road to travel. How we handle our Customers and the perception that they have of us should always be that of an angler trying to catch the coveted muskie on our fishing expedition.
With the creation of Gone Fishing - the Tyler Guide to Selling, it is evident that the standards of how we deal with our stakeholders are on the rise. Therefore, the finance
team identified the need to create a tool to improve our communication and management of our Customers.
This guide is created to establish a foundation for evaluating our current and future Customers by rewarding them according to their performance.
Join us as we grow our Customers from minnows into muskies with W.S. Tyler’s Guide to Customer Management!
The Tyler Guide to Selling/// 87
IntroduCtIon
what is it?
The Minnows to Muskies section of the Gone Fishing book is a tool that is used to establish and maintain valuable Customer relationships, by achieving a positive contribution to the company’s results.
How does it work?
Using W.S. Tyler’s core values, this guide outlines the necessary information to provide Customers with the best possible experience.
goals of the guide:
1. To create new Customer accounts in a timely manner while providing a positive Customer experience.
Appropriate time to allow for a new Customer set-up: • One hour; providing that a Dunn & Bradstreet (D&B) report is available • 48 hours if a formal reference check is required
2. To maintain a positive cash flow through utilizing the performance measurement tool, Days Sales Outstanding (DSO) with a 45 day target.
88 ///Gone Fishing
saFetySafety is the cornerstone of our business and is defined by our core values to eliminate danger, risk and injury. The finance department is responsible for minimizing the financial risk to W.S. Tyler which will ensure a stable work place for our employees and allow for future growth opportunities.
what is Financial risk for w.s. tyler?
Financial risk is any action that impedes the ability of the company to maintain a positive cash flow. Financial risk increases when excess pressure is placed on the company’s cash flow due to Customers’ delinquent payments or bankruptcies.
How does it work?
By completing a formal credit check and monitoring Customer payment patterns we are minimizing our risk of exposure to delinquent accounts. Establishing good Customer relationships up front is important in order to achieve this.
It is also important for both our Customers and employees to understand the risks involved when extending credit terms. Regardless of the size of the order we need to offer appropriate terms to our Customers based on their credit history to ensure that the probability of receiving payment is high.
The Tyler Guide to Selling/// 89
QualItyQuality is defined by our core values as a commitment to excellence. The level of service that is provided by W.S. Tyler plays an extremely important role in how we should be developing and maintaining our Customer relationships.
what is it?
In this guide, quality is the ability to rate our Customers using metrics in order to determine the appropriate level of incentives based on the value of the relationship.
How does it work?
A Loyalty Program has been created to allow each end user to earn Tyler Cash to be applied to future orders. It focuses on annual sales and the Customers’ days to pay. This will be reviewed semi-annually in conjunction with the sales meeting to promote Customer awareness through the support of our outside sales team.
If the end user purchases from TWO divisions (ie. Media, Parts & Service)
If the end user purchases from ONE divisions (ie. Media, Parts & Service)
Example: ABC Quarry purchased $575,000 of media and parts during 2013 and pays within terms. The amount of Tyler Cash this Customer would receive is: 575,000 @ 5% = $28,750.
number of days to pay Beyond due dateSales Value 0 1-10 11-20> 250,000 5% 4% 3%
150,000 – 249,999 4% 3% 2%50,000 – 149,999 3% 2% 1%
number of days to pay Beyond due dateSales Value 0 1-10 11-20> 250,000 4% 3% 2%
150,000 – 249,999 3% 2% 1%50,000 – 149,999 2% 1% 0.5%
90 ///Gone Fishing
proFessIonalIsmProfessionalism is known as “performing at a consistently higher level than others”. How we carry and present ourselves is instrumental in showing that we are one step ahead of our competition.
what is it?
This guide standardizes how to communicate delicate topics with respect and courtesy.
How does it work?
The guide provides the necessary forms and guidelines to manage our existing and new Customers effectively.
CredIt applICatIon
what is it?
A document completed with the Customer’s correct contact information, applicable sales tax registration numbers, amount of credit required and trade references
How does it work?
The document is sent to a potential Customer for completion at the time of quotation. When received by W.S. Tyler the finance department will initiate the credit approval process.
The Tyler Guide to Selling/// 91
1. Contact Information
Full Business Name: Primary Phone Number:
Street Address: P.O. Box:
City: Province or State: Postal or Zip Code:
Accounts Payable Contact Name: Accounts Payable E-Mail Address: Accounts Payable Telephone Number:
Purchasing Contact Name: Purchasing E-Mail Address: Purchasing Telephone Number:
2. Corporate ownership
Business Type: Number of Years in Business:
Corporation Partnership Proprietorship
GST/HST Registration Number - Canada: Federal Tax ID Number - U.S.A.:
3. trade references
Company Name: Fax Number: Contact Name:
Company Name: Fax Number: Contact Name:
Company Name: Fax Number: Contact Name:
4. Initial order request (optional)Item Number: Page Number Item Description: Details:
Item Number: Page Number Item Description: Details:
Item Number: Page Number Item Description: Details:
P.O. Number
5. Credit Card Information (expedites Initial order)
Visa or MasterCard: Expiration Date: Credit Card Number:
6. please read the attached terms and Conditions
In consideration of credit extension, applicant (Customer) agrees that all transactions made shall be governed by W.S. Tyler's standard terms and conditions of sale.
Signature of Applicant: Date:
Print Name and Title of Applicant: Applicant's Telephone Number:
Credit application
92 ///Gone Fishing
grantIng CredIt
what is it?
The process used to determine the degree of exposure to financial risk. This is the maximum value of sales orders that W.S. Tyler authorizes the Customer to place before receiving payment.
How does it work?
A credit check is performed using Dun & Bradstreet (D&B) on-line software or by contacting the Customer’s references if a D&B report is unavailable.
option 1 - dun & Bradstreet
W.S. Tyler has developed a risk matrix utilizing the following ratings:
1. Paydex - Indicates the average time that the Customer takes to pay an invoice.
2. Financial Stress Score - Based on historical data, it predicts the likelihood that a company will face: legal relief from Customers, ceasing operations, going into receivership or voluntarily withdrawing from operations within the next 12 months.
3. Commercial Credit Score - Predicts the likelihood that a company will pay its bills in a severely delinquent manner (90+ days overdue) or seek legal relief in the next 12 months.
The Tyler Guide to Selling/// 93
grantIng CredIt
Total points earned from the three categories establishes the Customer’s credit limit.
Example: W.S. Tyler Canada’s Rating:
If credit was being granted to W.S. Tyler Canada, the company would be considered Low Risk with a limit of $75,000 with the ability to increase when required.
risk weighting
paydex (50%)
Financial stress (25%)
Commercial stress (25%)
Low
D&B Score76-100
D&B Score69-100
D&B Score34-100
Points Earned38-50
Points Earned17.25-25
Points Earned8.5-25
Medium
D&B Score51-75
D&B Score2-68
D&B Score7-33
Points Earned25.5-37.5
Points Earned0.5-17
Points Earned1.75-8.25
High
D&B Score0-50
D&B Score1
D&B Score1-6
Points Earned0-25
Points Earned0.25
Points Earned0.25-1.50
If score falls… Credit limit Credit management risk
> 60 Requested Amount/ $75,000 Low Risk
26.75 < 60 $25,000 Medium Risk
< 26.75 Cash in Advance High Risk
d&B report Calculation
Paydex 75 37.50
Financial Stress 61 15.25
Commercial Stress 62 15.50
Total Points 68.25
w.s. tyler risk matrix - dun & Bradstreet
94 ///Gone Fishing
grantIng CredIt
option 2 - manual Credit Check process
what is it?
A D&B report is unavailable – A financial questionnaire is sent to the Customer’s trade references to obtain payment pattern information which enables us to determine an applicable credit limit.
How does it work?
A letter is sent to a minimum of three trade references requesting the Customer’s payment history, credit limits and Customer rating (Excellent - Good - Poor)
If a response is not received within 24 hours a follow-up call is made by Finance.
WherecanIfindit?
P:\FIN-00004 Customer Credit Check
The Tyler Guide to Selling/// 95
grantIng CredItw.s. tyler’s risk matrix - manual Credit Check process
Total points earned from the two categories determine the Customer’s credit limit.
Example: Customer X Rating:
If credit was being granted to ABC Quarry, the company would be considered Low Risk with a limit of $75,000 with the ability to increase when required.
risk weighting account rating (65%) days to pay (35%)
LowExcellent < 12 days late
Points Earned65
Points Earned35
MediumGood 12-25 Days Overdue
Points Earned45
Points Earned25
HighPoor >25 Days Overdue
Points Earned0
Points Earned0
If score falls… Credit limit Credit management risk
> 60 Requested Amount/ $75,000 Low Risk
26.75 < 60 $25,000 Medium Risk
< 26.75 Cash in Advance High Risk
response
#1
response
#2
response
#3average Calculation
Account Rating Good Good Excellent Good 45
# Days Overdue <10 days <15 days On-Time Low Risk 35
Total Points 85
96 ///Gone Fishing
grantIng CredIt
option 3 - new Cash Customers
what is it?
This option is available for Customers that are paying by cash or credit card when the formal credit application is not completed.
How does it work?
The Customer is required to complete the “New Customer Information Request” form to obtain all required information to set up the Customer masterfile in SAP. The payment term is “Cash in Advance” and payment is due with the receipt of the purchase order.
WherecanIfindit?
P:\FIN-00005 New Customer Information Request
The Tyler Guide to Selling/// 97
autHorIzIng CredIt lImIts and payment terms
sales partners
Special terms have been negotiated as a result of a formal agreements between the sales partners and W.S. Tyler.
WherecanIfindIt?
Partner profiles can be found in: S: _Sales\Sales Partners\ Sales Partner Network
Credit limit authorization authorization limit
Customer Management 0 -$75,000Accounting Manager $75,000 - $250,000
Controller Above $250,000
standard payment terms
Orders less than $50,000 1.5% 10, net 25 daysOrders greater than $50,000 40% Down Payment; 60% Readiness to Ship
what is it?
This identifies the credit limit and non-standard payment term authorization levels for the Finance department. This mitigates both the company’s cash flow and financial risk.
How does it work?
98 ///Gone Fishing
experIenCe
ColleCtIon Call proCess
We define Experience as a rewarding gain of knowledge and skill - creating a compelling experience that transcends transactions.
what Is It?
It is what makes communication with our Customers surpass the level of our competitors. It encompasses collection and dunning procedures.
How does It work?
We strive to make the experience of dealing with W.S. Tyler memorable and enjoyable. We want the Customer to want to call us.
what Is It?
This is the guideline for making collection calls including responses for unpleasant situations
How does It work?
Calling a Customer for payment puts both the Customer and W.S. Tyler in an unpleasant situation. To ease and clarify communication, the following procedures will apply:
CUSTOMER COLLECTION CALL PROCEDURE COLLECTION CALLS PROFESSIONAL VALUE
PROCESS TO-DO
Preparation & Anticipation
1) Plan Who to Call
Using the weekly call list as your guide • Go into Customer “Master file” to obtain phone number, contact name and review any pertinent notes in the text fields • Look at Customer “account” to identify specific invoices that are due or past due. • Print preview of invoices, to show customer PO, date, amount • Check size of account using SAP transaction FD11 • Machine Order calls would be made to the “buyer” – located on the commercial checklist
•
Code of Conduct 2) Collection Call
• Clearly identify self, company and purpose of your call. Eg. Good Morning, Cheryl calling from W.S. Tyler Canada. I am calling to obtain payment status of invoice(s) XXXX which is past due.
↓ For Voice Mail Messages
1) leave name 2) company name 3) phone # & ext 4) invoice #, $ amount, PO# 5) Request a call back within
the next 2 days to discuss payment status of these invoice(s)
6) Go to Outlook and put a reminder for the third day to call back if no response
↓ When you reach AP contact
a) Customer advises that payment has been completed Ask for cheque # Ask for release date Update both your call list & customer account in SAP
b) Customer advises that the invoice has not been received Ask for email or fax # to send Go to Outlook and put a reminder to follow up in 2 business days to confirm receipt and payment status Update call list and customer account in SAP
c) Customer Advises that they will Not be Paying the Invoice Reasons why not paying i) Customer states they have extended terms
• You will contact your sales department and find out if special terms were established for this order and verify that payment terms on the account are correct
• If customer still insists they have extended payment terms, your response should be that “your pricing is based on WS Tyler receiving your payment within 25 days.”
• The sales department should be advised to add a “buffer” to account for the extended payment by setting up a text in SAP for the customer #
The Tyler Guide to Selling/// 99
dunnIng proCedurewhat Is It?
The dunning procedure is when reminder notices are sent to the Customer informing them of their overdue invoices
How does It work?
This process is completed on the 15th and the 30th day of each month. The notices are automatically generated through SAP and are sent to the Customer via email or fax.
The first reminder notifies the Customer that they have an invoice beyond our credit terms and asks them to indicate if there is a problem ie. pricing, quality etc.
The second reminder indicates for a second time that the Customer still has an invoice beyond payment terms. It also
states that if payment is not received in the next few days W.S. Tyler will no longer be able to extend credit. Once again the Customer has an opportunity to indicate if there is a problem.
The third reminder is the final reminder; it indicates that we have not had any response from the Customer, that interest will be added and that if no response is received, the Customer will be put into the collection process.
WherecanIfindit?
The dunning run levels are tracked on the Customer masterfile within the accounting module of SAP.
100 ///Gone Fishing
ColleCtIon notICes
what Is It?
A Collection Notice is a letter sent to our Customer demanding payment by a third party organization after all of our collection attempts are deemed unsuccessful.
How does It work?
Step 1: When payment is greater than 60 days overdue or all three dunning levels have been completed without any response from the Customer and Customer service cannot assist any further in the collection process we hand the account over to a third party collection agency. A letter is sent by the collection agency to the Customer giving the Customer 10 days to respond before the debt is publicly filed and thereby affecting their credit rating.
Step 2: The collection agency follows up with W.S. Tyler for the next course of action after the 10 days expire. W.S. Tyler advises the agency to proceed with the final collection when the 10 day letter is unsuccessful.
The service fee for the collection agency varies based on the value and age of the account.
WherecanIfindit?
Service fees can be found in: P:\FIN-00007 Collection Service Fees
The Tyler Guide to Selling/// 101
red Customers
what Is It?
These accounts are identified as a Customer account that has been sent to the collection agency with no resolution.
How does It work?
The red Customer accounts are flagged in SAP software through the following steps:
1. The Accounting Module Customer payment terms are changed to “due upon receipt” and an email is sent to Customer service to also change the Sales Module accordingly.
2. The Credit Management Module is updated to give the Customer $0.01 in credit and a note documenting that the Customer is placed in collection is entered in the text file.
3. If the Customer pays as a result of the collection letter, the fee that is charged to W.S. Tyler must be documented in the Credit Management Module’s Customer file.
4. Future dealings with W.S. Tyler will change to:
a. Payment in Advance
b. Payment of collection fees incurred
c. Incentive pricing is no longer available
WherecanIfindit?
Notations are made throughout the SAP Software in the sales, accounting and credit management module.
102 ///Gone Fishing
wrItIng oFF aCCounts
lIen regIstratIon
what Is It?
This process involves removing all of the uncollectible amounts owing to W.S. Tyler from the current accounts receivable system and applying them against a “reserve for bad debts”.
Invoices that are not successfully collected must be removed from the active accounts receivable module and applied against the bad debt reserve.
How does It work?
When all efforts to collect the amount from the Customer are exhausted the account is flagged for write-off. Customer Management must get authorization from the Accounting Manager or Controller to remove the account.
WherecanIfindit?
Notations are made throughout the SAP software in the sales module, accounting module and credit management.
what Is It?
A tool to minimize the financial risk to W.S. Tyler for large purchases that are not paid in full. The title to the goods remains with W.S. Tyler until full payment is received from the Customer.
How does It work?
When Liens are registered with the Personal Property Security Act (PPSA) within Canada and the Uniform Commercial Code (UCC) within USA. This is applicable to orders greater than $50,000 and the following conditions exist:
1. Full payment has not been received 2. The Customer is not a gold Customer
The Tyler Guide to Selling/// 103
results
what Is It?
The results in this guide are measured by the Days Sales Outstanding (DSO) target and thereby minimizing the financial risk to W.S. Tyler.
How does It work?
The DSO target is an indicator of how successful W.S. Tyler is with collecting payments from our Customers. The goal at W.S. Tyler is to receive payment on average within 45 days.
Bad debts are also an indication of W.S. Tyler’s ability to collect its payments and should be less than one percent of its sales.
104 ///Gone Fishing
marK-up vs. margIn
mark-up
Mark-up calculates the profit as a percentage of the Cost. Assuming that the cost of the pie equals 3 slices:
We calculate the mark-up % based on the cost or the 3 slices of pie
gross margin
Gross margin calculates the profit as a percentage of the Selling Price. Assuming that the cost of the pie equals 3 slices.
We calculate the gross margin % based on the selling price that we want to achieve.
Cost mark-up selling price
mark-up mark-up(%)
Calculationof selling price
3 slices 1 slice 4 slices 1/3 33% Cost + Cost (33%)
3 slices 2 slices 5 slices 2/3 66% Cost + Cost (66%)
3 slices 3 slices 6 slices 3/3 100% Cost + Cost (100%)
Cost mark-up selling price gross margin gross margin %
3 slices 1 slice 4 slices 1/4 25%
3 slices 2 slices 5 slices 2/5 40%
3 slices 3 slices 6 slices 3/6 50%
The Tyler Guide to Selling/// 105
reference table
How to calculate the gross margin when we know the cost:
Cost gross margin %
Calculationof selling price
selling price
3 slices 25% Cost/(1-GM%) 3/(1-25%) 3/75% = 4 slices
3 slices 40% Cost/(1-GM%) 3/(1-40%) 3/60% = 5 slices
3 slices 50% Cost/(1-GM%) 3/(1-50%) 3/50% = 6 slices
desired margin
mark-up percent
mark-up multiplier
desired margin
mark-up percent
mark-up multiplier
desired margin
mark-up percent
mark-up multiplier
21% 26.58% 1.266 41% 69.49% 1.695 61% 156.41% 2.564
22% 28.21% 1.282 42% 72.41% 1.724 62% 163.16% 2.632
23% 29.87% 1.299 43% 75.44% 1.754 63% 170.27% 2.703
24% 31.58% 1.316 44% 78.57% 1.786 64% 177.78% 2.778
25% 33.33% 1.333 45% 81.82% 1.818 65% 185.71% 2.857
26% 35.14% 1.351 46% 85.19% 1.852 66% 194.12% 2.941
27% 36.99% 1.370 47% 88.68% 1.887 67% 203.03% 3.030
28% 38.99% 1.389 48% 92.31% 1.923 68% 212.50% 3.125
29% 40.85% 1.408 49% 96.08% 1.961 69% 222.58% 3.226
30% 42.86% 1.429 50% 100.00% 2.000 70% 233.33% 3.333
31% 44.93% 1.449 51% 104.08% 2.041 71% 244.83% 3.448
32% 47.06% 1.471 52% 108.33% 2.083 72% 257.14% 3.571
33% 49.25% 1.493 53% 112.77% 2.128 73% 270.37% 3.704
34% 51.52% 1.515 54% 117.39% 2.174 74% 284.62% 3.846
35% 53.85% 1.538 55% 122.22% 2.222 75% 300.00% 4.000
36% 56.25% 1.563 56% 127.27% 2.273 76% 316.67% 4.167
37% 58.73% 1.587 57% 132.56% 2.326 77% 334.55% 4.348
38% 61.29% 1.613 58% 138.10% 2.381 78% 354.55% 4.545
39% 63.93% 1.639 59% 143.90% 2.439 79% 376.19% 4.762
40% 66.67% 1.667 60% 150.00% 2.500 80% 400.00% 5.000
106 ///Gone Fishing
notes
The Tyler Guide to Selling/// 107
notes
108 ///Gone Fishing
notes
109 ///Gone Fishing
notes
111 ///Gone Fishing