Sales Handbook

Communication

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GitLab Version Check

Before prospecting and engaging with a prospect, check to see if they are using CE. To do this, use GitLab Version Check. Everything about GitLab Version Check.

Parent and Child Accounts

When to create an Opportunity

Before a lead is converted or an opportunity is created the following must occur:

Reseller Opportunities

Opportunities utilising a reseller require slightly different data:

Opportunity Naming Convention

Opportunities will follow the following rules:

Opportunity Types

  1. New Business - This type should be used for any new account (business) who signs up either through the sales team or via the web portal. Paid training also falls under this type if the organization does not have an enterprise license.
  2. Add-on Business- This type should be used for any incremental/upsell business sold into an existing account and division mid term, meaning not at renewal.
  3. Existing Account - Cross-Sell- This type should be used for new business sold into an existing account but a new division, a new puchasing group.
  4. Renewal - This type should be used for an existing account renewing their license with GitLab. Renewals can have their value increased, decreased or stay the same. We capture growth/loss as a field in Salesforce.com

Opportunity Stages

  1. Discovery - research, fact finding, identify contacts, current situation,
  2. Developing - isolate the opportunities, assess needs, qualify the opportunities, build rapport, access decision makers, understand decision process and criteria, Collaborate on solutions, define the business case, assess competition
  3. Present Solution - Tailor the presentation, coordinate the team, present recommendations, present pricing, isolate value proposition, gain feedback
  4. Negotiating - negotiate business terms resolve objections, set close plan (sequence of events), gain commitment
  5. Verbal Commitment - how a company approves s business teams desire to purchase, how the company vets purchases from a legal, info security, risk, compliance and vendor management perspective
  6. Won - Deal won and booked
  7. Lost - Opportunity not won at this time
  8. Unqualified - This should only be used when an opportunity is passed from the BDR team, but does not meet our stanard qualification criteria. Once you've moved the opportunity to Discovery or later, the opportunity can no longer be marked as Unqualified.

Processing Orders

Step 1 - New Account

  1. Click on the Accounts tab
  2. Click on New button to Create Account
  3. Select either Standard or Channel record Type. Each record type will have a different Account layout based on our engagement.
  4. Stanard Record Type should be used for all non-reseller partner accounts.
  5. Channel Record Type should be used for all reseller partner accounts.
  6. Create Account Screen – Enter all mandatory fields and click on Save – Account is created
  7. A specific custom field has been created to capture the Entity information. This Entity information is important when drafting quotes as the entity's contact, banking, and beneficiary information will populate on the order form.
    • NL
    • US
  8. Sales rep will choose the Entity from the Dropdown

Step 2 - Contacts

  1. Create Contacts, by clicking on the new contact button
  2. Make sure to add in the address for any contacts associated with the quote (Bill To and Sold To)

Step 3 - Opportunity

  1. Create Opportunity by navigating to the Opportunity Related list and click on New button
  2. Select the Opportunity Record Type. Like Accounts, the options are Standard and Channel.
  3. Standard should be selected when engaged in a Sales opportunity.
  4. Channel should be selected when engaged in a Reseller opportunity (attempting to sign a reseller partner in a new territory, not Sales opportunities where resellers are involved).
  5. Enter all the required fields based on your business process and click on Save Button

Step 4 - Zquotes – New QUOTE

  1. Click on New Quote button within the opportunity
  2. Enter all details and click on Next and select products to complete the Quote creation process
  3. All the fields marked in red are mandatory fields, below are fields description
  4. Valid Date – Date until when Quote is valid; This is auto set to 30 days from today’s date
  5. Quote Template – click on the button to select the Quote template
  6. Bill To contact - Click on the vlookup button to enter the Bill To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Bill To person would be the contact to whom the bill will be sent
  7. Sold To Contact - Click on the vlookup button to enter the Sold To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Sold To person would be the contact to whom the product was sold 1, Invoice Owner -
  8. Payment method - refers to the type of payment the customer is using for paying this Quote/Subscription
  9. Payment Methods currently defined are as follows –
    • Credit Card
    • ACH
    • Check
    • Wire Transfer
  10. Currency - by default below are the fields available, the currencies can be removed/Added or hidden based on your business needs
    • USD
    • EUR
  11. Click Thru EULA - is used when an agreement has not been signed; A use case being a product(EE ) is sold through a partner
  12. Start Date - Specify the date on which this subscription, or contract, is effective. This date becomes the Contract Effective Date of the subscription in Zuora.
  13. Subscription Term Type:
    • By default set as Termed
  14. Initial Term and Renewal Term - Specify initial term and the renewal term in months
  15. Auto Renew - it is checked by Default; Subscription automatically renew when the initial term for a subscription is over.
  16. Tax Exempt - Need to check with client to make sure they are tax exempt and load tax exempt certificate into their account in SFDC.
  17. Tax Exempt - If tax exempt click yes on drop down menu and add additional notes if needed.
  18. Special Terms and Notes - Enter any additional notes that is not specified by the above settings.
  19. Click on Next to make the product selection
  20. Product Selector Page
  21. Click on Product Vlookup Button to make the product selection
  22. Click on Rate plan Vlookup Button to make the rate plan selection
    • GitLab Enterprise Edition is the rate plan when selling per license seats @ $39
  23. Once the quote has been created, you can modify it, delete it, or send it from Salesforce to Z-Billing to create a subscription.

Step 5 – Generate PDF

  1. Upon creation of a Quote, click Generate PDF. The PDF will be saved as an attachment under the opportunity object.

Step 6 – Send for signature via Sertifi

  1. Within the ZQuote object, click Sertifi E-Sign button near the top of page.
  2. 1st signer will be auto-populated with the bill to contact. You can change if needed.
  3. Add in the 2nd signer and click add participant. Second signer is GitLab executive. Click Next
  4. You will now be asked to attach the Quote PDF. Under the drop down for Related Notes and Attachments. Select the quote for signature and click send for signature.
  5. Once all parties have signed, the fully executed document will be saved as an attachment.

Step 7 – Send to Z-billing

  1. Once the Quote is signed, Sales rep will click on Send to Z-billing button to send the Quote to Zuora
Quote Metrics

The following quote metrics are available:

Edit Quote Button
Edit a Quote
Select products Button
Delete Button
Generate PDF Button
Send to Z-Billing Button

Step 8 – Close Won an Opportunity

  1. Once quote is signed and attached to opportunity, via Sertifi or manually and quote has been successfully sent to z-billing, go into the opportunity and change the stage to closed won.
  2. A renewal opportunity will be automatically created for the account

Closing Deals for Educational Institutions receiving educational pricing

Returning Customer Creation Process(Upgrade/Renewals/Cancellations)

  1. Create an Opportunity for an Add-on or Renewal. If a cancellation, click on Oportunity they want to cancel.
  2. Click on New Quote button within the opportunity
  3. Since this is a returning customer, sales rep will see a screen showing the current subscription.
  4. This screen determines that this customer is already established in Zuora and will allow the sales rep to perform on the 4 actions –

Updating Subscription for the account

  1. Amend existing subscription for this billing account
  2. Renew existing subscription for this billing account
  3. Cancel existing subscription for this billing account
New Subscription for the account
  1. This will allow the Sales rep to create a new subscription for the existing billing account.
  2. Clicking on Next will take the sales rep thru the same Quoting flow that was seen the new Quote creation process
Amend existing subscription for the billing account
  1. This process is used to perform any Upgrades on an existing subscription
  2. Choosing “Amend existing subscription for billing account”, will allow sales rep to perform amendment to an existing subscription.(Upgrades)
  3. Clicking on the this radio button will list all subscriptions that are tied to the customer
  4. Click to choose the subscription for performing an Amendment and hit on Next button
Cancel existing subscription for the billing account
  1. This process is used to cancel an existing subscription
  2. Click on Opportunity to cancel.
  3. Click on New Quote
  4. Since this is a returning customer, sales rep will see a screen showing the current subscription.
  5. Choosing “Canel existing subscription for billing account”,
  6. Clicking on the this radio button will list all subscriptions that are tied to the customer
  7. Click the subscription for performing a cancellation and hit on Next button
  8. Select cancellation date and click Next Button.

Zuora Supporting 4 types of Amendments –

  1. Terms and Conditions amendment – The sales rep will be able to change the terms and conditions of an existing subscription;
  2. Remove product Amendment – The sales rep will be be able to perform a Remove a product Amendment;
    • In this case, sales rep will have to Set the Start date (Contract effective date in Zuora terms) when the remove product amendment should happen
    • Click on Next
    • This will take them to the product selector page and displays the original product that was purchased within the subscription
    • Sales rep can now remove the product
  3. Add product Ammendment – Sales rep can add a new product from the product selector page
  4. Update Product Amendment – Sales rep can update the existing product of the existing selected product
    • Note: Do not change the Terms and conditions unless you are performing a terms and conditions amendment(except for start date). Let's take an example - Let's say a customer once to add more seats to their license.
      1. Set the start date
      2. Change the quantity field to reflect the new total number of seats
        • Hit on Save

Once on the Quote Summary, will click on generate PDF to generate a Quote PDF Send it to the customer - only if there is no record of a signed quote. If customer purchased online, they agreed to our terms and condition, so no need to have them sign a quote. It is ideal though. Upon Sign-off, or existing signed quote, click on the Send to Z-billing button to send the Quote over to Zuora

Renew existing subscription for the billing account
  1. This process is used to perform Renewal on an existing subscription; this is only created if the AUTO RENEW Flag is set to “NO” for a subscription initially.
  2. Choosing “Renew existing subscription for billing account”, will allow sales rep to perform Renewal to an existing subscription;
  3. Clicking on the this radio button will list all subscriptions that are tied to the customer
  4. Clicking on next will take the sales to the Create Renewal Quote page
  5. Sales rep will select the renewal Quote Template from the list
  6. Enter the Renewal term in months
  7. Will hit on Next
  8. Skip the product selector page, unless want to update the QTY or want to add a new product
    • if they are adding more seats, change the quantity field to reflect the new total number of seats
  9. Once on the Quote Summary, will click on generate PDF to generate a Quote PDF
  10. Send it to the customer, via Sertifi button within Zquote screen
  11. Upon Sign-off will click on the Send to Z-billing button to send the Quote over to Zuora
  12. Close Won the opportunity
Renew existing subscription wth a "true-up" for the billing account
  1. This process is used to perform a Renewal on an existing subscription and to add a one time charge for true up; this is only created if the AUTO RENEW Flag is set to “NO” for a subscription initially.
  2. Choosing “Renew existing subscription for billing account”, will allow sales rep to perform Renewal to an existing subscription;
  3. Clicking on the this radio button will list all subscriptions that are tied to the customer
  4. Clicking on next will take the sales to the Create Renewal Quote page
  5. Sales rep will select the renewal Quote Template from the list
  6. Enter the Renewal term in months
  7. Will hit on Next
  8. On the product selector page, add the true up product
    • enter the number of seats they will true-up. Add in the price of the seat, 50% of price they paid.
  9. Next, update their current subscription to reflect the new total number of seats they will be renewing for which will be equal or greater than the amount they had with their subscription plus the true up amount.
  10. Once on the Quote Summary, will click on generate PDF to generate a Quote PDF
  11. Send it to the customer, via Sertifi button within Zquote screen
  12. Upon Sign-off will click on the Send to Z-billing button to send the Quote over to Zuora
  13. Close Won the opportunity

Creating a Quote for a Partner

A reseller quote has a few different things than a regular quote:

Workaround for the lack of a reseller quote template:

  1. When creating the quote, create the word doc version.
  2. Download and open the quote in word
  3. Then cut and paste the appropriate data into the template at: [https://drive.google.com/open?id=0B5Yzx31C60SST2pKbWxOdi00Ync]
  4. Attach this new word doc to the opportunity
  5. Delete the original attachment
  6. Send the new attachment to the reseller contact with Sertifi as normal

Closing a Won Deal

In order to close a deal in Salesforce.com, one of the following must happen:

  1. Client paid via Credit Card through the web portal (terms are agreed upon sign up)
    • Renewals for clients who made their purchase via the web portal; they have agreed to terms of service, therefore a signed quote is not necessary to close the opportunity. Just need to make sure an invoice (Credit Card) was charged.
  2. Prospect has returned a signed quote (attach to the opportunity). Quote required for all purchases not made via web portal in order to confirm products purchased, # of seats, term and pricing. Quote is also needed to confirm they agree to terms and conditions.
    • If a PO is received, we need to receive a signed quote showing the products, # of users, term and pricing of the subscription. The acceptance of terms language can be removed but click-thru EULA needs to be checked when sending out the license key.

Once the above has happened, please make sure the following actions are done:

  1. Attach any signed agreement, PO, and/or quote as an attachment to the opportunity page/object in Salesforce.com. If sent/signed via sertifi, this will happen automatically.
  2. Add in the competition we were up against in the opportunity. This can be the legacy SCM solution they had and/or who they were evaluating along side of us. This can also be ourselves, meanign GitLab CE or .com
  3. Create an add-on or Existing Account (new division) opportunity if there has been one identified by you at this time.
  4. An automated task is created to check in with the Account, 30 days after the deal closes. The purpose for this check in is to make sure they are happy, address any questions they have, ask them to be a reference or to speak with our product marketing team on how they use GitLab.
    • If the customer agrees to be a reference, please check the box on the account object called "referenceable customer". Also go to the contact object who agreed to be a reference and under the field "role" please select "reference - investors and prospects"
    • If customer agrees to speak with product marketing about how they use GitLab, please email product marketing manager
  5. Once the opportunity is closed won, the field "type" on the account object will change to "customer"
  6. A task will be auto created in Salesforce.com reminding you to update the Technology Stack field on the account to reflect the GitLab Tools they are using. Example: GitLab Issue Tracker, CI, Wiki

View and download invoices in Salesforce:

As soon as an invoice was generated, the sales rep can view and download it as a PDF in Salesforce. Scroll to the bottom within the Salesforce-Account and click on the invoice number under "Invoices". Then on the bottom of the invoice view, click "Invoice PDF".

Using Cases in Salesforce

A case is a question or feedback from a prospect or customer. Each of us can review cases to see how we can deliver better service.

When a case is submitted, if the contacts email address is in salesforce, the contact owner will be assigned to the case. If there is no match, the case will go to our BDR Queue. Anyone can check this queue and reassign to yourself if this is your contact or respond to this case.

Cases display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.

To work with Email-to-Case or On-Demand Email-to-Case emails:

Closing a Case

Process after you close a Premium Support Subscription

Once you close a deal that includes Premium Support, you need to:

  1. Request a Dedicated Service Engineer as described in the Support Handbook.
  2. Once this is determined, please add the Dedicated Service Engineer to the Salesforce account with the drop down.
  3. The next step is to introduce your client to their Dedicated Engineer, and if necessary, work together to schedule an on-boarding call to cover any questions, and give an overview of the support they are entitled to.
  4. You would have probably brought this up prior to the deal closing, but if the client is interested in joining the Slack support channel, please work with the Dedicated Engineer to make this happen.

Escalation to Support

Customers that require technical assistance or have questions that are not within the scope of sales can have their queries escalated to the GitLab support team via the following channels.

  1. For quick questions, see the internal support section of the support handbook.
  2. Forward a customer question via email to the support email address. - It's important the email is forwarded and not CC'd to avoid additional changes required once the support request is lodged.
  3. Create a new ticket on behalf of the customer in the Zendesk UI - more information

Contributing to EE Direction

Being in a customer facing role, salespeople are expected to contribute to GitLab Direction. Each day we talk to customers and prospects we have the opportunity to hear of a feature they find valuable or to give feedback (positive and constructive) to an EE feature that there is an issue for. When you hear of feedback or you personally have feedback, we encourage you to comment within the issue, if one exists, or create your own issue on our EE Issue Tracker. Checking the GitLab Direction page and the EE Issue Tracker should happen throughout the week.

Export Control Classification, and Countries We Do Not Do Business In

GitLab's Export Control Classification (or ECCN) is 5D002.c.1 with CCATS number G163509. This means that GitLab source code can be exported and re-exported under the authority of license exception TSU of section 740.13(e) of the export administration regulations (EAR).

Per 740.13(e)(2)(ii) of the EAR, there are restrictions on "Any knowing export or reexport to a country listed in Country Group E:1 in Supplement No. 1 to part 740 of the EAR".

As a consequence of this classification, we currently do not do business in: Iran, Sudan (excluding South Sudan), Syria, North Korea, and Cuba.