Contents:

Section 1. Analysis and Interpretation of Survey Results Introduction Study Objectives Significant Findings Benchmarking the Customer-Sales Rep Interface - Frequency and Type of Customer-Sales Rep Interaction - Interaction Frequency by Product Category - Identifying Highly Receptive Scientists Customer Expectations for Technical Support and Advice - Most Valued Technical-Assistance Services - Products Requiring Technical Support - Alternative Sources of Technical Support Customer Expectations for Purchasing Support and Advice - Most Valued Purchasing-Assistance Services - Products Requiring Purchasing Support - Frequency of Sales Rep Follow-Up Evaluating Your Sales Force’s Performance - Customer-Perceived Sales Rep Visibility - Favorable Personal and Professional Attributes - Most Useful Type of Assistance for Customers - Customer Satisfaction with Technical Assistance - Customer Satisfaction with Purchasing Assistance - Ability to Generate Customer Recommendations - Customer Purchases Attributed to Sales Rep Influence Maximizing a Sales Rep’s Effectiveness - Facilitating eCommerce - Promoting Customer Service - Improving Lead Generation Recruiting and Training Your Sales Team - Desirable Personal Qualities - Critical Professional Skills - Optimal Sales Force Organization Conclusion Section 2. Study Methodology and Demographics - Questionnaire Overview - Questionnaire Design - Analytical Techniques - Demographics - Questionnaire Section 3. Presentation of Survey Data Types of Assistance from Sales Reps - Value of Specific Types of Technical and Purchasing Assistance - Satisfaction with Technical and Purchasing Assistance from Sales Reps Personal & Professional Qualities of Sales Reps - Importance of Specific Personal Qualities of Sales Reps - Overall Satisfaction with Personal Qualities of Sales Reps - Importance of Specific Professional Qualities of Sales Reps - Overall Satisfaction with Professional Knowledge of Sales Reps Purchasing Support & Advice - Products for which Purchasing Assistance is Useful - Products for which Purchasing Assistance is MOST Useful - Percentage of Orders that Require Purchasing Assistance - Desired Frequency of Contact from Sales Reps after Purchasing Instrumentation Technical Support & Advice - Products for which Technical Assistance is Useful - Products for which Technical Assistance is MOST Useful - First Source of Assistance for Technical Problems - Other Resources of Assistance for Technical Problems - Percentage of Orders that Result in a Need for Technical Assistance Improving on the Job Performance - Form of Sales Force Organization that is Most Useful in Supporting Research - Usefulness of Having a Dedicated, Single-Point-of-Contact Sales Rep for All Requests - Usefulness of Having a Sales Rep Set Up an Online Purchasing Account for a New Supplier - Usefulness of Interacting with Sales Rep for Existing Account Regarding Questions or Problems in Placing an Order - Length of Time Willing to Wait to be Contacted by Sales Rep for Question or Problem in Placing an Order - Ordering Through a Sales Rep vs. Through Supplier Web Site - Preferred Product Information for Reps to Leave Behind - Preferred Promotional Item from Sales Reps Your Experience with Sales Reps - Times per Week Contacted by Sales Rep, Initiated by Rep or by Lab - Frequency of Interaction with Sales Reps for Specific Product Types - Company Sales Reps Regularly Interacted With - Satisfaction with Specific Areas of Technical & Purchasing Assistance of Sales Reps from Company - Overall Satisfaction with Technical & Purchasing Assistance of Sales Reps from Company - Assessment of Specific Areas of Overall Experience with Sales Reps from Company - Assessment of Sales Reps’ Understanding of the Research - Circumstances under which Assistance of Sales Rep from Company would be most useful - Likelihood to Recommend Supplier Based on Experiences with Their Sales Reps - Percentage of Purchases from Supplier that were Influenced by Sales Rep Demographics Section 4. Appendices - Insights and Perspectives - Quadrant Analysis - Cross-Tabulations by Supplier

Methodology

This report is based on responses to an online survey fielded to registered members of The Science Advisory Board, an online community of more than 32,000 scientists from around the world. Each of the qualified respondents received a personalized email message containing a unique Uniform Resource Locator (URL) directing them to the online questionnaire. The email message described the objectives of the study, the incentive for participating, and a privacy guarantee. Between February 21 and 27, 2007, 989 scientists from The Science Advisory Board participated in the survey. The questionnaire, consisting of 32 closed or partially closed questions and 5 open-ended questions, was designed to take a maximum of 15 minutes to complete. Results were tallied automatically through a proprietary software application and analyzed using the Statistical Package for the Social Sciences (SPSS). Special analytical techniques used to prepare the report include: - Derived Importance Modeling for the construction of the quadrant charts relating customer perceived value and impact on satisfaction to various purchasing support services delivered by a sales rep. - Net Promoter Score analysis designed to calculate the percentage of a supplier’s customers who are promoting the brand to their colleagues based on their interactions with sales reps, taking into account the percent that are not promoting the brand. - Sales Rep Receptivity Modeling, a measure of the degree to which life science researchers seek out and/or receive either technical or purchasing assistance from a supplier’s sales rep(s). The Model enables us to segment life scientists into three receptivity groups. - CHAID (Chi-square Automatic Interaction Detector) Analysis to identify key market segments within the respondent population based upon like characteristics. Demographics Market Segment Respondents=989 Academic 614 62% Pharmaceutical/Biotechnology 297 30% Contract Research 32 3% Medical Device/Diagnostics 30 3% Commercial Testing Lab 15 2% Hospital or University Medical Center 1 <1% Job Position Respondents=989 Staff Scientist 226 23% Principal Investigator 177 18% Post Doctoral Fellow 153 15% Lab Director/Supervisor/Coordinator 142 14% Professor/Teacher 125 13% Graduate Student/Research Assistant 113 11% Laboratory Technician 37 4% Department Head 9 1% Production/Manufacturing 5 1% Bioengineer 2 <1% Geographic Region Respondents=989 North America 565 57% Europe 340 34% Asia 69 7% Australasia/Pacific 9 1% Africa 4 <1% Central/South America 2 <1%