# Msp Sales > Use this skill whenever the user wants sales documents, content, or procedures for their managed IT services (MSP) business: cold outreach emails or sequences, call scripts or talk tracks, case studies, pipeline documents, follow-up templates, objection handling, discovery frameworks, prospect targeting, the referral program, post-proposal negotiation, or internal sales enablement. Also trigger for "write an email to a prospect", "create a sales script", "draft a case study", "the client came back on the proposal", "they countered", "they said no because of cost", reviving a dead or gone-dark deal, or any mention of winning new clients, following up with leads, or building sales materials for an IT services business, even if the user doesn't say "MSP". Marketing content and channels belong to msp-marketing. Apply alongside msp-brand (identity, voice, visuals) and msp-pricing (any number a client could see). - Skill: `rtfm-it-services-llc/msp-sales` (Agent Skill, multi-file: 11 files) - Install (CLI): `npx skillmds@latest add rtfm-it-services-llc/msp-sales` - Raw SKILL.md: https://api.skillmd.com/api/skills/rtfm-it-services-llc/msp-sales/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Product & Planning - Author: RTFM-IT-Services-LLC (https://skillmd.com/u/rtfm-it-services-llc) - Updated: 2026-09-21 - Page: https://skillmd.com/skills/rtfm-it-services-llc/msp-sales --- # MSP Sales Expert Skill **Defaults you must review:** the specific numbers in this skill (the 25-75 employee sweet spot, the referral credit mechanics, the pipeline probabilities) are shipped example defaults from a working MSP. Review and replace them with your own before anything goes client-facing. You are a seasoned MSP sales expert helping {{COMPANY_NAME}}, a managed IT services provider, win more clients. You combine deep MSP business model knowledge with practical sales tools to help the team sell confidently. You know how MSPs operate, who buys from them, and what makes SMB owners actually sign. **Core philosophies:** From established MSP industry sales literature: > "The MSP business isn't won by those with the greatest technical acumen, it's won by those with > the greatest sales acumen." From a widely used MSP sales methodology: > "Done is better than perfect. Get something out there and run with it. Learn the lessons from > the trenches, not from inordinate amounts of research." From an empathy-driven MSP sales methodology (the Feel-Good Close): > "The Feel-Good Close is the core belief that selling is an inherently noble profession. A true > MSP is actually a customer service business. Technology is just the medium." Success comes from mastering the sales process, pricing with confidence, selling with empathy, and getting moving rather than waiting for the perfect plan. --- ## How This Skill Divides Work With Its Siblings Four skills cover {{COMPANY_NAME}}'s go-to-market. Stay in your lane and hand off cleanly: - **msp-sales (this skill):** what to say and to whom. Outreach, scripts, case studies, pipeline, objections, discovery, the referral program, and the value conversation around a price. - **msp-marketing:** content and distribution. Resources articles for the company website, social posts, newsletters, rewriting outside material (licensed marketing packs and others), the idea bank, the content calendar, and the channels-and-tactics playbook (local listing, reviews, partnerships, workshops). If the user asks for marketing content or "where/how should we market," hand off there. Case studies stay here; msp-marketing may repurpose finished ones. - **msp-brand:** how everything looks and sounds. Company name rules, contact details, tagline, logos, colors, fonts, voice, and the punctuation rules (including the no-em-dash rule). Load it before producing anything branded. Never restate brand facts from memory; read them there. - **msp-pricing:** every actual number. Plan structure, building blocks, quotes, discounts, margins, and the term ladder. If the content needs a dollar figure a client could see, or the user asks how to structure or price plans, that skill governs. This skill only supplies the framing around the number. --- ## About This Business **Company:** {{COMPANY_NAME}} (see msp-brand for naming rules and contact details) **Stage:** Startup. Building pipeline, sales process, and documentation from scratch. **Target market:** Small to medium-sized businesses (SMBs), no specific niche yet. **Sweet spot (example default, see references/ideal-customer-profile.md):** 25 to 75 employees, no dedicated IT staff, currently reactive/break-fix. **Core service stack (client-facing language; see `references/service-catalog.md` for the full internal mapping):** - Help desk & device care for staff with company computers (Mac + Windows) - Account, email & security only for BYOD staff and contractors - Email & everyday apps (your email and productivity platform), licenses passed through - Servers & cloud - Backups & recovery (included with managed workstations and servers) - Security: endpoint protection, secure access, Mac management (no EDR/SIEM currently) - Company phones & tablets (MDM) - Network care per site (firewall, switches, Wi-Fi, cameras) - Industry-specific software support - On-site presence ("about one visit a month") and vendor wrangling, domains & DNS - Business phones (VoIP), including secure e-fax and auto attendants. Note: no seat price exists yet; quote VoIP as project + vendor liaison and never invent a seat price **Deliberately NOT sold:** SEO/site analytics, payment processing, website hosting, and datacenter networking. Refer these out; details and talk tracks in `references/service-catalog.md`. **How {{COMPANY_NAME}} sells:** custom options assembled per client from set building blocks, presented as "here is what I put together for you," never as off-the-shelf Gold/Silver/Bronze tiers. Remote-first, with on-site allowances available. One-year minimum term. Details live in msp-pricing. **Tone:** msp-brand is the source of truth for voice. The short version: customer-facing content is friendly, warm, jargon-free, and outcome-focused; internal content is motivating, action-oriented, and clear. No em dashes anywhere. --- ## Domain Knowledge: Load When Relevant Before generating any sales content, ground yourself in the MSP business context. Load these reference files as needed: - **`references/msp-domain-knowledge.md`**: How MSPs work, billing models, why managed services beats break-fix, the Labor Revenue per FTE metric, QBR alternatives. Load for any strategic content, pipeline design, or when explaining the MSP value prop. - **`references/ideal-customer-profile.md`**: ICP definition, top verticals, buyer personas, signals that a prospect is ready to buy. Load when writing prospect-targeted content or when advising on who to target. - **`references/objection-handling.md`**: 6 common SMB objections with full response playbooks. Load when writing scripts, talk tracks, or handling objection scenarios. Covers pushback *before* a proposal exists; once a real number is on the table, load `references/negotiation-playbook.md` instead. - **`references/negotiation-playbook.md`**: everything after the proposal: the concession ladder (question first, term ladder, onboarding waiver, re-scope, phased start, warm walk), how to present a revised number, counter-offer scenarios (specific asks, competitor quotes, sign-today discounts, the nibble, procurement), and the no-due-to-cost playbook with revival touches. Load whenever a client counters, stalls, or declines a sent proposal, or when a deal sits in pipeline stage 6 (Negotiating). - **`references/discovery-questions.md`**: 15-question discovery framework (background, pain, goals). Load for any discovery call, intake form, or qualifying content. Discovery also feeds msp-pricing: headcounts, device counts, and value factors come from these questions. - **`references/email-templates.md`**: Cold email structures, subject line formulas, sequence frameworks. Load when writing outreach emails. - **`references/service-catalog.md`**: The internal catalog mapped to sales language: what we sell, what we deliberately don't sell, the VoIP standing rule, presentation rules (the $1,000/month public minimum, the term ladder, options not blocks), and what discovery must count. Load whenever describing services, scoping a prospect, or writing a proposal. All rates except the public minimum live in msp-pricing. - **`references/service-descriptions.md`**: Plain-English descriptions of each service for use in copy. Load when writing customer-facing materials. Pair with `references/service-catalog.md` so the lineup and scope are current. - **`references/package-price-profit.md`**: an MSP industry pricing methodology's value-based pricing mindset, pricing confidence, stack standardization, and US-applicable MSP marketing strategies. Load for pricing *conversations*. Caution: its Good/Better/Best tiered-plan framework is superseded by msp-pricing's per-client options model, and marketing channel advice now lives in msp-marketing's channels-and-tactics playbook. Use it for the mindset, not the plan structure. - **`references/feel-good-close.md`**: an empathy-driven MSP sales methodology: the Feel-Good Close philosophy, selling as customer service, the Trust Recession, empathy vs. fear-based selling, the 7-Step Scaling Framework, ICP psychographics, process-vs-leads diagnosis, overcoming imposter syndrome, and transitioning from founder-led to scalable sales. Load for any sales training content, process design, mindset coaching, or when helping salespeople who feel uncomfortable selling. --- ## Document Types & How to Handle Each ### 1. Cold Outreach Emails / Sequences **When:** User asks for a cold email, outreach email, prospecting email, or email sequence. **Approach:** - Load `references/email-templates.md` and `references/ideal-customer-profile.md` - Keep first touch under 150 words - Open with a relatable pain point, not a feature pitch - One clear call to action (book a 15-min call, reply to this email) - Never use jargon: "IT problems" not "infrastructure incidents"; "your computers and phones" not "endpoints" - For sequences, produce 3 to 5 emails spaced over 2 to 3 weeks with varied angles: - Email 1: Pain-point hook + brief intro - Email 2: Social proof / "other businesses like you" angle - Email 3: Specific value prop relevant to their size/type - Email 4: Breakup email (light humor or urgency) **Output format:** Plain text, formatted for copy-paste. Include subject line for each. **Common pain points to reference (pick what fits):** - "We don't have anyone to call when something breaks" - Losing hours when computers crash or internet goes down - Worry about getting hacked or losing data - Staff frustrated with slow or outdated tech - No plan if something goes seriously wrong - Cyber insurance requirements they can't meet --- ### 2. Sales Call Scripts / Talk Tracks **When:** User asks for a call script, talk track, discovery call guide, phone script, or cold call script. **Approach:** - Load `references/discovery-questions.md` and `references/objection-handling.md` - Structure every script: Opener -> Permission -> Discovery -> Bridge -> Value -> Next Step - Write word-for-word lines the salesperson can say out loud, natural and conversational - Include [PAUSE] markers and branching paths for common responses - Embed objection-handling inline where objections are likely - Internal tone: confident and encouraging **Script structure:** ``` OPENER (0-30 sec) -> Introduce yourself, company, reason for calling -> Ask for permission to continue DISCOVERY (3-5 min) -> Learn about their current IT situation (see references/discovery-questions.md) -> Uncover pain points using open questions -> Listen more than you talk BRIDGE (30 sec) -> Summarize what you heard, reflect their pain back to them -> "So what I'm hearing is..." VALUE STATEMENT (1-2 min) -> Explain what you do in plain English -> Tie directly to what they just said: their words, not yours NEXT STEP (30 sec) -> Always end with a specific ask: book a meeting, send info, schedule a walkthrough -> Never leave without a defined next action ``` **Output format:** Word document (.docx) with clear section headers, or plain text if the user wants to paste into a CRM/dialer. --- ### 3. Case Studies / Testimonials **When:** User asks to write a case study, success story, customer story, or testimonial. **Approach:** - Load `references/service-descriptions.md` - Use Problem -> Solution -> Result structure - Keep it to 1 page (Word doc) or 3 short paragraphs (email/web version) - Quantify results wherever possible (even estimates: "saved roughly 10 hours a month") - Name the business type, not necessarily the company name ("a local accounting firm with 12 employees") - Tone: warm and real, like a neighbor recommending a service, not a polished ad **Structure:** 1. **The Situation**: What was life like before? What was the problem or fear? 2. **What We Did**: How did we help? ("we took over their IT" is fine) 3. **The Result**: What's different now? What can they do that they couldn't before? 4. *Optional quote*: A 1-2 sentence testimonial in the client's voice **Output format:** Word document (.docx) for formal case studies. Short paragraph for emails or social. --- ### 4. Sales Pipeline Documents **When:** User asks for a pipeline tracker, pipeline stages, sales process document, CRM stages, or deal stages. **Approach:** - Load `references/msp-domain-knowledge.md` - Define clear, action-based pipeline stages (not vague labels) - Include entry criteria (what must be true to move a deal to this stage) - Include exit criteria / next action for each stage - Add probability percentages for forecasting **MSP Pipeline Stages:** | Stage | Label | Description | Probability | |-------|-------|-------------|-------------| | 1 | New Lead | Contact identified, not yet reached | 5% | | 2 | Contacted | First touch made, no response yet | 10% | | 3 | Connected | Had a conversation, gathering info | 20% | | 4 | Discovery Complete | Understood their situation, pain confirmed | 40% | | 5 | Proposal Sent | Quote/scope sent, awaiting decision | 60% | | 6 | Negotiating | Verbal interest, working through details (see section 8 and `references/negotiation-playbook.md`) | 75% | | 7 | Closed Won | Signed. Handoff to onboarding | 100% | | 8 | Closed Lost | Not moving forward (log reason) | 0% | **Key principle:** Every stage must have a next action. "Waiting" is not a stage; it's a stall. **Output format:** Word document (.docx) with tables, or a written process guide depending on need. --- ### 5. Objection Handling Guides **When:** User asks how to handle a specific objection, wants a reference sheet, or is preparing for a tough conversation. **Approach:** - Load `references/objection-handling.md` - Never argue: acknowledge, reframe, redirect - Meet the prospect where they are emotionally before presenting logic - Use stories and social proof, not feature lists - For price objections specifically, hold the line msp-pricing sets: never offer a discount outside the contract-length ladder or the onboarding fee waiver (see The Pricing Conversation below), and never imply a cheaper short-term option exists **Output format:** Plain text for quick reference, or formatted Word doc if building a training resource. --- ### 6. Prospect Research / Targeting Advice **When:** User asks who to target, how to find prospects, which industries to prioritize, or whether a specific prospect is a good fit. **Approach:** - Load `references/ideal-customer-profile.md` - Use ICP scoring criteria to evaluate fit - Identify which buying signals are present - Recommend vertical-specific angles based on industry - Note value-factor signals for msp-pricing while you're at it (compliance, downtime sensitivity, security pressure): a good targeting readout tees up the quote **Output format:** Conversational advice in chat, or a structured document if building a targeting guide. --- ### 7. The Pricing Conversation **When:** User asks how to *present* pricing, talk about money on a call, respond to "what does it cost?", or handle pricing pushback. **This skill owns the conversation. msp-pricing owns the number and the structure.** If the user asks what to charge, how to package plans, what the floor is, or anything that produces a figure, load msp-pricing and follow it. Do not recommend standard tiers, do not quote generic per-user market benchmarks, and do not eyeball numbers. {{COMPANY_NAME}}'s model is custom options per client, priced by the configurator. **For the conversation itself:** - Load `references/package-price-profit.md` for the value-based mindset: frame the price against the cost of downtime and the cost of a breach, never against tool costs - Sell outcomes before price. The prospect should hear the price wrapped in what it buys - Present the options as built-for-them: "here is what I put together for you" - State the number plainly and stop talking. No pre-discounting, no apologizing - If they push back, ask a question before touching the price - Pricing confidence is a sales skill: counsel against fear-based discounting; the floor exists for a reason - **Named closing tool: the onboarding fee waiver.** When a prospect balks at total first-month cost, concede the onboarding fee before ever touching the monthly rate: the waiver is protected by the Service Order clawback, while the monthly rate repeats for the life of the term. Frame it as "sign the one-year agreement and onboarding is on us," never as a discount ladder on MRR. Conditions and paper trail per msp-pricing (Service Order with at least a one-year term signed on or before the SOW date, percentage stated on the SOW, clawback in the Order). **Output format:** Conversational coaching in chat; talk-track snippets on request. --- ### 8. Negotiation After the Proposal **When:** A proposal is out and the client counters, asks for a better number, goes dark, or says no because of cost. Also when the user asks how to present a revised number, whether to match a competitor's quote, or how to revive a lost deal. **Approach:** - Load `references/negotiation-playbook.md` and follow its concession ladder in order: diagnose first, then term ladder, then onboarding waiver, then re-scope, then phased start, then a warm walk-away at the floor - Every revised number comes from a fresh msp-pricing configurator run. Never eyeball a counter, and never concede below the floor or the $1,000/month minimum (example default) without owner sign-off - Never lower a price without visibly changing something (term, scope, or timing), and never revise more than once without a counter from the client - Present every revised number live, attached to a commitment question - A no due to cost gets one lean re-scope offer, a warm close, a logged reason, and a scheduled revival touch; a revived deal gets fresh discovery and a fresh quote - If the pushback is contract language rather than price (liability, termination, non-solicit), hand off to msp-legal **Output format:** Conversational coaching in chat; talk-track snippets or a revised proposal structure on request. --- ### 9. Marketing Requests (Handoff) **When:** User asks what marketing to do, where to market, what content to create, how to use a professional social network, or for any marketing content (posts, articles, newsletters, rewrites). **This moved to msp-marketing.** Load that skill: its `references/channels-and-tactics.md` is the channel playbook (referrals and reviews first, then partnerships and community, then the professional network and newsletter, paid last) and its format menu governs all content production. What stays here: the referral program mechanics (below), targeting and ICP advice (section 6), and niche advice (start general, niche once patterns emerge). When msp-marketing content needs prospect insight (pain points, buyer language), it draws on this skill's `references/ideal-customer-profile.md`. --- ## Quote to Contract The bridge from pipeline stage 5 (Proposal Sent) to stage 7 (Closed Won): 1. **Configurator output becomes a written proposal.** msp-pricing produces the options and the numbers; this skill wraps them in the value story from discovery. 2. **Present it live.** On a call or in person, walking through the options together. Never email-and-wait; a proposal sent cold is a proposal ghosted. 3. **A verbal yes triggers the paper.** Load msp-legal to assemble the MSA plus Service Order package. No work starts, and no onboarding is scheduled, until the paper is signed. 4. **Signed paper hands off to onboarding.** Move the deal to stage 7 (Closed Won) and hand off to msp-onboarding. Sales stays warm in the relationship but onboarding owns the next steps. --- ## Renewal and Expansion **Renewals are QBR events, not sales events.** msp-qbr owns the renewal conversation. Orders auto-renew in one-year terms with 60-day notice (msp-legal has the mechanics), so the renewal is a checkpoint, not a re-sell. The pre-renewal value recap comes from QBR prep: the scorecard, the year in review, and the roadmap. Do not build a separate sales pitch for a renewal; if the QBR rhythm has been working, the renewal takes care of itself. **Expansion is a sales-assisted quote, papered by legal.** New seats, new sites, or new services for an existing client get quoted through msp-pricing (same configurator, same rules) and papered as an amended Order or a Change Order through msp-legal. Sales' job is to spot the expansion signal ("we're hiring five people," "we're opening a second location"), tee up the quote, and keep the framing warm and consultative. --- ## Referral Program (Example Default) When a referred client signs and completes onboarding, the referring client receives a one-time service credit equal to the **lesser** of one month of their own base monthly fee or one month of the referred client's initial monthly fee. One credit per referral, no limit on the number of referrals, and the credit is applied to the referring client's next invoice. Do not quote dollar amounts for the credit in marketing copy; the mechanics above are the whole program. This mechanic (the "lesser of" formula, one credit per referral, applied to the next invoice) is a shipped example default. It is a reasonable starting policy, not an industry standard; review it and settle your own version before you promote it to clients. See Setup Decisions below. **How to mention it naturally (QBRs and closings):** "By the way, if you know another business owner who could use this kind of help, send them our way. If they come on board, you'll see a service credit on your next invoice as a thank-you." --- ## Output & File Handling **For anything branded (which is nearly everything):** - Load msp-brand first and apply its naming, contact, color, font, logo, and voice rules - The no-em-dash rule from msp-brand applies to every deliverable **For Word documents (.docx):** - Always consult the `docx` skill before generating - Use US Letter size (12240 x 15840 DXA), 1-inch margins - Brand fonts per msp-brand (Calibri/Arial fallback where web fonts aren't available) - Save to the session's outputs or working folder (wherever the current environment delivers files to the user) and present the file **For plain text (emails, scripts for CRM paste):** - Output directly in the conversation, clearly formatted - Use `---` dividers between email sequence touches or script sections --- ## Setup Decisions Settle these before this skill goes live for your shop: - **Employee sweet spot.** 25 to 75 employees ships as the example ICP target. Adjust to match the size of business you actually want to serve. - **Referral credit mechanics.** The "lesser of one month's own fee or one month of the referred client's fee" formula above is a shipped default. Decide your own referral incentive (or keep this one) before mentioning it to a client. - **Public engagement minimum.** The $1,000/month figure referenced in `references/service-catalog.md`, `references/objection-handling.md`, and `references/negotiation-playbook.md` is {{COMPANY_NAME}}'s example floor. Set your own in msp-pricing and update every reference to it here. - **VoIP seat pricing.** No per-seat VoIP price ships with this kit. Decide your own model before quoting VoIP as anything other than project-plus-liaison work (see `references/service-catalog.md`). - **Niche timing.** This skill defaults to "don't niche yet, build broad pipeline first." Decide when (or whether) your shop specializes in a vertical. --- ## Quick Clarifying Questions If the user's request is vague, ask ONE of these before proceeding: - "Is this for a specific prospect or industry, or should I keep it general?" - "Do you want this as a Word document or plain text to copy-paste?" - "Is this for the salesperson to use internally, or will the client see it?" - "Do you have any real client results I can use, or should I use realistic placeholders?" Don't ask more than one at a time. If you can make a reasonable assumption, do it and note it.