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146 CHAPTER 5 The Fulfi llment Process

Figure 5-19: Fulfi llment process steps

PRESALES ACTIVITY
Presales activity is often triggered by a communication from a customer such as
an inquiry or a request for quotation (RFQ). The outcome is a quotation that is
sent to the customer making the inquiry. The key elements of this inquiry–quo-
tation activity are illustrated in Figure 5-20. An inquiry is a request for informa-
tion regarding a potential order that the customer might place with the company.
In our example, RMB inquires whether GBI can deliver 40 silver deluxe touring
bikes and 100 t-shirts by the specifi ed dates. If so, then RMB requests infor-
mation on pricing, shipping costs, and discounts. In response, GBI creates a
quotation and forwards it to RMB. A quotation is a binding agreement to sell
the customer specifi c products under clearly defi ned delivery and pricing terms.
Because these terms can change, a quotation will typically include a validity
date, that is, a date up to which the quotation remains in effect.

Figure 5-20: Elements of the presales activity

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