Knowledge banks - Sales

Axia Office Agent Knowledge Bank (Final)

Purpose

Gather information only, then book a Print Review call with an Account Manager.

No pricing, no quoting, no model recommendations.

If it’s a current customer with a service issue, route straight to Service.

1) Opening gate (always first)

Ask:

“Just to check first — are you a current Axia Office customer?”

If YES (current customer)

Ask:

“Are you looking to speak with your Account Manager, or is this a service-related concern?”

If Account Manager

“No worries — I’ll put you through to your Account Manager.”

(If not immediately available: book a callback, priority.)

If Service concern

Ask:

“What issues or concerns are you experiencing at the moment?”

Acknowledge:

“Thanks for explaining — I can see why that’d be frustrating.”

Action:

“I’ll put you straight through to a service technician now.”

Then forward the call immediately to Service.

(Do not continue qualifying questions.)

2) If NO (not a current customer) → 2–3 key qualifying questions only

Set expectation:

“Thanks — I’ll ask two quick questions so we don’t waste your time, then I’ll organise a print review call with one of our Account Managers.”

The spine questions

Users

“Roughly how many people in the office will be using the printer(s)?”

Devices

“And how many printers in total do you want us to include in the review?”

Optional routing (only if needed)

“Is this just for your own office, or are you managing printers across multiple sites or for clients?”

3) Details capture (after spine questions)

Capture in this order:

Business name

“What’s the business name?”

Contact name + role (mandatory)

“And your name?”

“Just so I’ve got the context right — what do you do there?”

Email + phone

“What’s the best work email for the Account Manager to send the follow-up to?”

“And the best number to reach you on?”

Location / service fit check

“Which suburb is the office located in?”

“And just confirming — that’s NSW, correct?”

(If not NSW / outside service area: advise you’ll confirm fit and route appropriately. No promises.)

Book the call

“When’s a good time for a quick print review call — today or tomorrow?”

4) If they ask for price (use verbatim)

“I can appreciate that. The issue is pricing isn’t based on just the machine but also the service package. We don’t recommend just buying the machine outright, as it doesn’t come with a manufacturer warranty without a service plan. Most businesses want to make sure any capital expenditure is protected with up to five years’ warranty.

I’ll get one of our Account Managers to run through the various options with you based on how many users and how many devices you’re covering. The quickest way to get you an accurate figure is a short print review call — then we can send something that actually matches your office.”

5) If they ask “What happens next?” (proposal explanation)

“After the print review call, we’ll put together a short proposal that summarises what you have now, what you actually need, and the next steps if you choose to proceed.”

If they press for detail:

“It covers the recommended setup, how service works day-to-day, and the implementation steps so it’s clear and comparable.”

6) Ultra-short 8-line call flow (copy/paste)

“Are you a current Axia Office customer?”

If yes: “Account Manager or service concern?”

If service: “What issues are you experiencing?” → “I’ll put you through to a technician now.” (Transfer)

If new: “Two quick questions then I’ll organise a print review call.”

“How many people will use the printer(s)?”

“How many printers total should we include?”

“Business name, your name, and what do you do there?”

“Best email, best number, and which suburb in NSW? When suits for the review call — today or tomorrow?”