Sales Handbook

Reaching the Sales Team (internally)


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Other Sales Topics in Handbook

Sales Resources outside of the Sales Handbook

Sales Team Call

  1. The Sales team call is every Monday and Wednesday from 9:00am to 9:30am Pacific Time.
  2. We use Zoom for the call since Hangouts is capped at 15 people, link is in the calendar invite, and also listed at the top of the Sales Team Agenda.
  3. The call is recorded automatically, and we have a 1GB limit for recordings which is roughly sufficient for 3 days; after this is full, the recording will not be stored. Recordings can be found by logging on to the Zoom portal using the generic credentials in the Shared vault in 1Password; find "My Recordings" and look for Sales Team Call. Remember to actively log out after viewing or downloading the recording, otherwise you will appear as the Moderator on subsequent calls.
  4. We start on time and will not wait for people.
  5. Person who has first item on the agenda starts the call.
  6. If you are unable to attend just add your name to the Sales Team Agenda as 'Not attending'.
  7. We start by discussing the subjects that are on the agenda for today.
    • Everyone is free to add subjects. Please start with your name and be sure to link to an issue, merge request or commit if that is relevant.
    • When done with a point mention the subject of the next item and hand over to the next person.
    • When someone passes the call to you, no need to say, “Can you hear me?” Just begin talking. If we can’t hear you, we’ll let you know.
  8. Even if you cannot join the call, consider reviewing the recorded call or at minimum read through the sales team agenda and the links from there.

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.

Adding Leads via Discover.org

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 utilizing a reseller require slightly different data:

Opportunity Naming Convention

Opportunities for subscriptions will use the following guidelines:

Abbreviation of Products:

Opportunities for Training will use the following guidelines:

Types of Training:

Gitorious Opportunities:

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 purchasing 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 standard 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. Standard 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. Note: Customers can purchase in advance of the subscription Start Date. In this case, when the Quote is pushed to Z-billing the license generated will be encrypted with the furure Start Date and will not function until then.
  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. In the Discount field, enter the discount in percentage (%) you wish to apply. This will automatically update the Effective Price field.
  24. Conversely, if you wish to apply a specific price to a product, enter the price in the Effective Price field. This will update the Discount (%) field.
  25. Enter the quantity of the product.
  26. After you hit enter, the Total Price of the line item will update.
  27. Finally, enter the Period of the line item.
  28. Click Save to save the changes you made to the line item.
  29. If you need to add additional products to the quote, click New Product Button and repeat the steps of adding a product, rate plan, discount, price, and quantity.
  30. After you've completed adding all products to a quote, click Next Button and you will be taken back to the Quote record detail screen.
  31. 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 Opportunity 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. (Note that if a customer purchases seats for the wrong billing account, please see the next section.)
  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 “Cancel 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.
Cancel an erroneous subscription for the billing account
  1. This process is used to cancel an erroneous subscription.
  2. For example, a customer may purchase additional seats or products via the web portal which was originally intended as on add-on to an existing subscription.
  3. Provide Finance or Sales Operations with the erroneously created Zuora Subscription ID, invoice number and the correct Zuora Subscription ID.
  4. Finance will cancel the subscription and either refund the invoice (if a credit card purchase) or cancel the invoice (if check or other payment method).
  5. Finance will then amend the correct Zuora Subscription ID and will either charge the card on file or send the invoice via email.

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 Amendment – 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 with 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

Using Customer Form Agreements

Our experience shows that using a prospect's form agreement is expensive and, more importantly, time consuming. Deals in which we use the customer agreement take on average 60 days longer to close than if completing using our standard subscription agreement with changes as requested by customer counsel. The arguments in favor of using our agreement are as follows:

  1. Our agreement is an annual subscription agreement with a true-up whereas customer form agreements typically are based on paid up licenses.
  2. We are an open source company and our agreement provides licenses for both the CE version of the product and the EE version as well as dealing with contributions of code from our customer.
  3. We have non-standard but customer favorable warranty and acceptance provisions.
  4. We are very accommodating of customer requested changes to our form agreement which is why we can close deals quickly.

Despite the overwhelming arguments in favor of using the Gitlab form some prospects insist on using their form agreement. GitLab will accommodate such requests with the following assumptions:

  1. GitLab must have been selected as the solution of choice by the customer.
  2. The deal must be in excess of $15,000.
  3. The primary decision maker must indicate their willingness to facilitate the internal process in a manner that brings issues to closure within 30 days of negotiations. The decision maker must also acknowledge that they understand that the form agreement may require significant revisions based on what is described in the above section. Items 1 and 3 above must be acknowledged in writing prior to proceeding with the contract markup.

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. On the Account record, make sure you've added the Industry. You will receive an error message if you attempt to close won an opportunity without an Industry.
  2. On the Opportunity record, 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.
  3. Add the competition we were up against in the opportunity in the Competitor field, which is located in the Qualification Questions section. This can be the legacy SCM solution they had and/or who they were evaluating along side of us. This can also be ourselves, meaning GitLab CE or .com
  4. Create an add-on or Existing Account (new division) opportunity if there has been one identified by you at this time.
  5. 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.
  6. If the customer agrees to be a reference, please complete the following steps:
    • In the Referenceable Customer field on the account page, change the picklist value to "Yes".
    • Select all the Reference Types they are willing to offer (please see the next section for an explanation of the Reference Types).
    • Enter any Reference Comments related to the customer's willingness to be a reference.
    • 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.
  7. If the customer declines to be a reference in any way, please note that we cannot mention them in any external conversations with prospects or investors. Please make sure to add notes in the Reference Notes field on why the customer declined.
  8. Once the opportunity is closed won, the field "type" on the account object will change to "Customer".
  9. 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

Reference Types:

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. Create a new ticket on behalf of the customer in the support web form
  2. For quick questions, see the internal support section of the support handbook.
  3. 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.

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.