Starting Simple: Who's in the Room?

• Who from your organization should we include in this conversation today (names/titles and preferred contact email/phone)?
• Which functions need visibility into this opportunity (select all that apply)? Options: Procurement/Buying, Quality/Technical Lab, Logistics/Operations, Finance/Accounting, Legal/Contracts, Trading/Commodities, Terminal Operations, Senior Executive Sponsor, Other
• Who will act as our day-to-day commercial lead on your side (single point of contact for pricing, samples, scheduling)?
• Do these stakeholders sit in the same location or across multiple sites/time zones? Options: Same site and team, Multiple sites within country, Multiple countries/time zones, Mixture (some local, some remote)
• Have you worked with our refinery or trading team before? If yes, briefly describe the past engagement and outcome. Options: Yes — long-term supplier, Yes — short trial, No prior engagement
• Are there internal stakeholders who should be looped in only if specific issues arise (e.g., legal for contract changes, safety for terminal audits)? If so, who are they and under what triggers should they be engaged?

Who's Really Holding the Keys to Yes?

• If this deal needed to be approved tomorrow, who would sign off — and what would keep them awake at night about it?
• What is your typical internal approval path for new primary suppliers (e.g., procurement approval → finance check → legal sign-off)? Options: Procurement approval only, Procurement + Finance, Procurement + Quality + Finance, Cross-functional steering committee, Other — please describe
• Which thresholds trigger additional approvals (select any that apply)? Options: Annual spend above a set amount, New terminal or delivery point, Non-standard quality/spec, Contract longer than X months/years, Third-party financing required, Other
• How long does each typical approval stage take on average (procurement, quality, finance, legal)? Please give specific timelines where possible.
• Are there board-level or executive milestones (e.g., quarterly procurement reviews) that would influence timing or timing windows for a commitment? Options: Yes — fixed windows, Yes — flexible but present, No — no executive cycle constraints
• What do you consider a deal-breaker vs negotiable in executive-level approval (examples: quality guarantee, price floor/ceiling, volume commitment, indemnities)?

If Something Breaks, Whose Phone Rings at 2AM?

• Describe a recent supply interruption or off-spec event you experienced — who on your team handled it and what was the hardest part?
• When product is suspected off-spec at your terminal, who is responsible for initiating tests, confirming results, and communicating with suppliers? Options: Local terminal ops, Quality/lab team, Procurement, External lab, Other
• What turnaround time do you expect for sample test results and for commercial resolution (e.g., credit, replacement, investigation)? Options: <24 hours, 24–48 hours, 48–72 hours, >72 hours
• How do logistics failures (late arrival, wrong delivery mode, short shipment) impact your downstream operations — and which impacts are least tolerable?
• What escalation path do you currently use for supplier issues, and how effective has it been (examples: vendor portal, direct exec contact, formal dispute resolution)? Options: Vendor portal / ticketing, Direct commercial contact, Operations-to-operations escalation, Legal dispute process, Other
• Emotionally — what is the biggest anxiety your team feels about switching or adding a new supplier? Options: Quality uncertainty, Delivery reliability, Billing/invoice disputes, Hidden costs or penalties, Operational complexity, Other

What 'Good' Actually Means for Each Team

• For procurement, what pricing outcome or contract structure would you describe as a win (e.g., index-plus, fixed-term, formula with caps/floors)? Options: Index-plus formula, Fixed periodic price, Blended/laddered pricing, Spot with negotiated ceilings, Other — describe
• For quality/technical stakeholders, what measurable acceptance criteria must be met on day one and over a trial period (e.g., ASTM specs, sulfur ppm, volatility limits)?
• For logistics/ops, what delivery performance metrics define success (choose priorities)? Options: On-time delivery %, Accurate volume delivered, Right delivery mode (pipeline/barge/truck), Minimal demurrage events, Safe transfers with no incidents
• For finance, what invoicing and payment behaviors are non-negotiable (e.g., invoice formats, net terms, dispute timelines)? Options: Standard PO/invoice match, Net 30/45/60 terms, Electronic invoicing only, Third-party payable milestones, Other
• Across your teams, what KPI or signal would make you comfortable transitioning a supplier from trial to primary (e.g., 90% on-time for 3 months, zero off-spec breaches, invoicing accuracy >99%)?
• If you could name the single most persuasive proof point a refiner could produce to earn primary-supplier status, what would it be? Options: Consistent ring-fenced quality samples, On-time delivery history, Transparent pricing formula with examples, Third-party lab validation, Operational readiness & terminal access, Other

The Unsaid Trade-offs — Where Would You Compromise?

• If you had to choose, which of the following are you most willing to flex on for the right overall outcome (pick up to two)? Options: Volume commitment, Pricing rigidity, Trial duration, Quality tolerances within spec, Delivery windows, Payment terms
• What specific ranges or limits would you accept for volume flexibility (e.g., ±10%, ±20%, firm min/soft max)? Options: Firm volume only, ±5%, ±10%, ±15–20%, Flexible within agreed band — specify
• Would you consider accepting a small, documented quality variance during ramp-up if matched with robust testing and commercial remedies? Options: Yes — with strict monitoring, Maybe — case-by-case, No — zero tolerance
• How do you feel about structured pricing (formula with caps/floors) versus a fixed price for the term — which reduces your biggest risk? Options: Formula with caps/floors, Fixed price, Hybrid laddered approach, Unsure — need examples
• Which commercial remedies feel fair to you for off-spec or late delivery events (select all that apply)? Options: Financial credit against invoice, Make-good shipments, Contract extension, Price adjustments, Root-cause investigation and corrective action plan
• What internal trade-offs would you need to make to accelerate a decision (for example, pre-approving logistics before final commercial terms)?

Making It Real: Tests, Timelines, and Daily Routines

• If we propose a 60–90 day trial on a portion of your volume, what would be the minimum trial conditions you'd require to consider it meaningful? Options: Minimum volume band, Representative delivery modes only, Full testing and pass rate, Defined KPIs for on-time/delivery accuracy, Other — specify
• Who on your side will own the sample testing workflow (chain-of-custody, lab selection, test methods, and final acceptance)? Options: In-house lab, Third-party lab, Terminal operations, Quality manager, Procurement
• Which test methods and standards must be used for acceptance (choose all that apply or specify others)? Options: ASTM methods, Internal company spec, EPA/regulatory tests, Third-party independent lab protocol, Other — specify
• What turnaround for sample results and formal acceptance do you require during the trial (hours/days)? Options: Same day (<24h), 24–48h, 48–72h, >72h — acceptable in special cases
• How should we document and share test results and operational metrics during the trial (options you prefer)? Options: Shared dashboard, Weekly summary emails, Joint weekly ops calls, Formal monthly performance report, Ad-hoc on escalation
• Which metrics should trigger an immediate stop or remediation during the trial (examples: >1 off-spec event, >X% late deliveries)? Please specify thresholds.
• Would you accept third-party witnessed sampling or chain-of-custody protocols to accelerate trust-building? If yes, which level of independence do you prefer? Options: Third-party witnessed at source, Third-party lab testing only, Joint witnessed sampling, No third-party required

Communications, Escalation, and the Rhythm of Work

• How do you prefer to receive urgent operational notices (select all that apply)? Options: Phone call to ops contact, SMS/text to named lead, Email distribution list, Dedicated ops portal/ticket, Messaging platform (Slack/Teams)
• What cadence of commercial and ops reviews do you want during onboarding and the first 6 months (e.g., weekly ops stand-up, monthly commercial review)? Options: Weekly ops stand-up, Bi-weekly during ramp, Monthly commercial review, Quarterly executive review
• Who should be on the escalation list for commercial disputes versus operational incidents?
• What SLAs would you like to see for initial responses to issues (acknowledgement within X hours, investigation within Y days)? Options: Acknowledge <2 hours, investigate <48 hours, Acknowledge <8 hours, investigate <72 hours, Custom SLA — specify
• Are there corporate governance or third-party oversight requirements (e.g., supplier audits, safety reviews) that we should schedule now? Options: Yes — supplier audits required, Yes — safety/compliance reviews, No additional requirements, Unsure — need guidance

Readiness Check: What Would Make You Say Yes?

• If we could satisfy three critical items for your team within 30 days, which three would tip the decision in our favor?
• What internal milestones or deadlines do we need to hit to align with your procurement calendar (contract cycle, budget cutoffs, board meetings)?
• Do you require a pilot purchase order or legal review before trial shipments can start? Options: Pilot PO required, Legal review required, Both required, No — verbal commercial OK to start
• What are the three most common objections you anticipate from your internal approvers about changing or adding a supplier?
• Realistically, what is your target date to make a supplier selection for this volume (month/quarter)? Options: Within 2 weeks, Within 1 month, This quarter, Next quarter, No set timeline
• Finally, what would you like our next meeting to achieve — and who else should join that session to move things forward?

Where Your Supply Story Begins

• Walk me through your typical sourcing flow today — from the moment a need is raised to the moment product arrives at your terminal.
• Which delivery points do you use most often for receipt (select all that apply)? Options: Pipeline connection/slot, Barge/tanker berth, Truck rack, Rail, Direct truck to site, Third‑party terminal, Other
• What percentage of your monthly volume is on term vs spot vs formula-based supply? Options: 0–10% term / 90–100% spot, 11–40% term / balance spot, 41–70% term / balance spot, 71–100% term / minimal spot, Mostly formula/indexed
• Who on your team is regularly involved in day‑to‑day supply decisions (roles, not names)? Options: Procurement/Buyer, Quality/Technical, Logistics/Operations, Finance/Treasury, Trading Desk, Terminal Ops, Other
• How do you currently validate a new supplier’s product before moving to full supply? Options: One-off sample test, Short trial (30–60 days), Extended trial (60–90 days), Parallel testing with incumbent, No formal trial — trust & reputation, Other

If Your Supply Could Complain, What Would It Tell Us?

• How often do you experience off‑spec deliveries or quality disputes that require formal dispute resolution? Options: Weekly, Monthly, Quarterly, Rarely (annually or less), Never
• When off‑spec or near‑spec events happen, what failure modes do you see most frequently (pick all that apply)? Options: Cetane/octane out of range, Sulfur exceedance, Water or sediment contamination, Unexpected aromatics or vapor pressure, Incorrect grade delivered, Blending/compatibility issues, Other
• Describe a recent quality or delivery failure that had real operational impact — what happened and what downstream pain did it cause?
• How long have you typically been tolerating recurring quality or logistics issues before you escalate or change suppliers? Options: Immediately (same day), Within a week, Within a month, Several months, We tolerate long term
• What hidden costs show up in your business when those failures occur (e.g., demurrage, lab testing, lost sales, reconciling blends)?

Who Holds the Keys When Things Go Off Script?

• Who ultimately signs off on accepting a delivery that is marginal but still within tolerance? Options: Procurement/Buyer, Quality/Technical, Operations/Terminal, Finance (for cost exemption), Cross‑functional approval
• What is your escalation path and SLA for a disputed quality test — from discovery to final resolution? Options: Same day triage, 3–5 day resolution, 3–7 day review, 1–2 week resolution, Multi‑week with external lab involvement, No formal SLA
• Where are samples tested and who runs the lab credentials you require? Options: In‑house lab, Regional third‑party lab, Buyer’s terminal lab, Seller/refiner lab, API/ASTM accredited lab
• Which documents are mandatory before you accept first deliveries (select all that apply)? Options: Specs & certificate of analysis, MSDS, Bill of lading, Chain of custody/sample IDs, Commercial terms / PO, Other
• How comfortable are your stakeholders with remote or electronic acceptance versus physical sample handover? Options: Fully comfortable, Mostly comfortable with controls, Skeptical — prefer physical, Not comfortable

Where Logistics Quietly Break Down

• Where do you see the biggest logistics pinch points today — scheduling, access, capacity, or communications? Options: Scheduling/slots, Terminal access restrictions, Carrier availability, Weather/seasonal constraints, Pipeline maintenance/turnarounds, Other
• How far in advance do you typically need to lock a pipeline/barge/truck slot to feel secure about on‑time receipt? Options: Same day, 1–3 days, 4–7 days, 8–14 days, More than 2 weeks
• Which carriers or transport modes create the most uncertainty for you, and why? Options: Truck carriers (availability), Rail (scheduling), Barge (tide/berth), Pipeline (maintenance windows), Third‑party terminals (access), Other
• Tell me about a recent late or mis‑scheduled delivery — what were the root causes and how did your team respond?
• During refinery turnarounds or peak seasonal demand, how does your current routing and allocation strategy change? Options: Increase truck allocations, Shift to alternative terminals, Scale back volumes, Prioritize critical locations only, Use emergency spot purchases

What 'On‑Spec' Really Looks Like for Your Team

• Which specific product parameters are non‑negotiable for your operations (rank top 5 in order of importance in free response)?
• What test methods and frequency do you require for incoming fuel (pick the ones you use)? Options: ASTM distillation/tank tests, GC/MS or HPLC for aromatics, Water & sediment, Cold flow/CFPP, Sulfur analysis, Octane/cetane by standard methods, Other
• How tight are your acceptance tolerances relative to ASTM or industry norms? Options: Tighter than ASTM (narrow band), Aligned to ASTM, Looser than ASTM (rare)
• When a sample falls in the margin zone (close to spec but not ideal), what decision framework do you use to accept, reject, or blend? Options: Accept with waiver, Request retest/third‑party, Reject and return, Blend to meet spec, Escalate to cross‑functional review
• If we asked your lab team what surprises them most about supplier samples, what would they say?

How You Know Supply Is Working — The Metrics That Matter

• Which KPIs do you track to judge supplier performance (choose all that apply)? Options: On‑time delivery %, On‑spec delivery %, Invoice accuracy, Days to resolution on disputes, Volume variance vs plan, Demurrage/penalty incidents, Other
• What’s your current baseline for on‑spec delivery percentage? Options: >99%, 97–99%, 95–97%, 90–95%, <90%
• How frequently do you receive performance reporting from suppliers, and who reviews it internally? Options: Weekly — ops & procurement, Monthly — procurement & finance, Quarterly — leadership, Ad hoc upon incidents, We don’t get regular reports
• Which single metric would make your CFO happiest if improved, and why?
• What level of price variance vs benchmark (e.g., Platts/OPIS) is acceptable before finance asks hard questions? Options: Within ±0.5¢/gal, Within ±1¢/gal, Within ±2¢/gal, More than ±2¢/gal

If We Could Fix One Headache for You, Which One Changes Everything?

• Which single sourcing problem, if solved, would free up the most time or margin for your team?
• How would a meaningful improvement in that area change your day‑to‑day operations?
• What trial duration and acceptance criteria would you need to feel confident switching primary supply (pick closest match)? Options: 30 days with 100% on‑spec, 60 days with ≥98% on‑spec, 90 days with ≥95% on‑spec and delivery SLA, Pilot berth with agreed remediation plan
• How much volume flexibility (up/down band) is required in your contracts to manage seasonality and turnarounds? Options: ±5% band, ±10% band, ±20% band, Custom negotiated flex
• Which of these commercial structures would you be most open to trying as a risk‑sharing approach? Options: Index‑plus formula with quality guarantee, Fixed term with volume flexibility, Dynamic pricing tied to reliability metrics, Shared penalty/rebate scheme for off‑spec

What Needs to Be Ready Before We Run a Trial?

• What internal approvals and stakeholders must sign off before you can accept a trial supply? Options: Procurement, Quality/Technical, Operations/Terminal, Finance, Legal/Contracts, Senior Leadership
• Which terminal access or scheduling items must be confirmed before the first load (select all that apply)? Options: Berth/slot confirmation, Carrier assignment, Metering and sampling arrangements, Security/permit clearance, Insurance/indemnity checks
• What are your minimum expectations for invoicing and reconciliation during a trial period? Options: Bill matches BOL and tank reads, Weekly reconciliations, Finance approves sample invoices, Electronic invoicing with supporting docs, Other
• If a trial uncovers a gap, what immediate contingency actions do you expect the supplier to take? Options: Supply replacement at seller cost, Blending to remediate, Pause deliveries until root cause fixed, Financial compensation, Joint root cause analysis
• How do you prefer we communicate operational status and exceptions during a trial (frequency and channels)? Options: Daily ops call + email, Real‑time alerts + weekly summary, Weekly ops meeting only, As‑needed via phone/email

Kick-off: Who You Are and What You Own

• What is your role and primary responsibility in fuel procurement or supply decisions? Options: Fuel Procurement Manager (Distributor), Commodity Trader (Oil Company), Supply Chain Director (Airline), Feedstock Buyer (Petrochemical), Operations/Terminal Manager, Finance/Commercial Approver, Other
• Which product families do you actively buy or manage today? Options: Petroleum Coke, Gasoline (all grades), ULSD / Diesel, Jet-A / JP-8, Naphtha / Petrochemical feedstock, Propane / Butane, Heating Oil, Sulfur, Other
• Tell us the primary delivery points or terminals you operate (city/terminal name) and which are highest priority.
• What monthly volumes (bbls or gallons) do you typically need from an individual supplier at peak and average? Options: <10,000 bbls / month, 10k–50k bbls / month, 50k–150k bbls / month, 150k–500k bbls / month, >500k bbls / month, Prefer not to disclose
• Who else in your organization must sign off on a new supply relationship? List roles and what matters most to each.

If Supply Could Stop Keeping You Up at Night...

• When supply problems happen, what is the first thought that runs through your head? Options: Customer fills from competitor, Operational shutdown, Regulatory/quality escalation, Margin leak / higher procurement cost, Logistics gridlock, Other
• Give a recent example of a supply disruption that mattered—what happened, who was affected, and how long did it take to recover?
• How often do quality or delivery issues materially affect your operations (e.g., missed flights, lost retail sales, plant curtailment)? Options: Almost every month, A few times a year, Once a year, Rarely, Never
• When those problems occur, which internal metric or cost line gets hit first (revenue, customer churn, plant downtime, premium logistics, penalties)? Options: Revenue loss/customer churn, Operational downtime, Increased logistics/demurrage, Quality rework and disposal costs, Regulatory fines, Other
• How does it feel inside your team when a supplier fails to meet expectations—frustrated, resigned, urgently searching for alternatives, or something else? Options: Frustrated, Resigned/accepting, Urgently searching alternatives, Cautiously optimistic, Other

Where Your Current Supply Actually Lives (Beyond the Contract)

• Map the last-mile path for your typical deliveries—what sequence of custody, transfers, and tests actually occurs from loading to your tank?
• Which delivery modes are critical for you right now? Options: Pipeline connection, Barge/tanker, Truck rack, Rail, Direct terminal offload, Combination
• Where do you run acceptance testing—on-site terminal lab, third-party lab, refinery certificate only, or another model? Options: On-site terminal lab, Third-party independent lab, Refiner-provided certificate, Mill-test + spot checks, Other
• How long does a typical acceptance test cycle take from sample draw to a usable result, and what delays are common?
• Are there contractual or physical constraints at your terminals (no weekend access, limited offload hours, berth depth limits, pipeline slotting) that often complicate supply? Options: Yes—scheduling/slot limits, Yes—physical capacity limits, Yes—regulatory/local restrictions, No—flexible access, Unsure

Quality Isn't a Checkbox — It's Your Business

• Describe a time when a borderline quality result forced a decision—did you accept, reject, blend, or route to another market? What drove that call?
• Which specific tests or parameters are absolute deal-breakers for you (e.g., sulfur ppm, flash point, cetane/octane, aromatics, freeze point)? Options: Sulfur ppm, Flash point, Cetane/octane, Aromatics/benzene limits, Freeze point/cloud point, Distillation curve/IBP/EP, Other
• How much variance from spec do you tolerate before triggering a commercial remediation or operational hold? Options: Zero tolerance, Within lab uncertainty only, Up to 1–2% variance, Up to defined ppm limits, Case-by-case
• If an off-spec event occurs, what resolution path do you expect—credit, replacement, blending, testing arbitration, or operational workaround? Options: Credit/price adjustment, Replacement shipment, Blending to spec, Independent arbitration lab, Operational workaround, Other
• Who in your organization owns the reputational and operational risk when quality issues arise (procurement, quality assurance, operations, safety/regulatory)? Options: Procurement, Quality Assurance, Operations, Safety/Regulatory, Finance, Shared responsibility

Pricing: What You’re Trading Off When You Pick a Supplier

• If price volatility forced you to choose between lowest near-term cost and long-term reliability, which would you pick and why? Options: Lowest near-term cost, Long-term reliability, Balanced—somewhere in between, Depends on product/season
• Which benchmark or formula do you currently prefer for pricing (Platts, OPIS, NYMEX + differential, fixed rack, other)? Options: Platts-based formula, OPIS-based formula, NYMEX-linked, Fixed rack price, Spot at loading, Other
• How do you handle billing disputes or invoice errors today—automated reconciliation, manual review, or escalation to finance/legal? Options: Automated reconciliation, Manual review by finance, Escalation to commercial/legal, We rarely have disputes, Other
• What financial limits (approval thresholds, credit lines, prepayment requirements) would determine whether you can onboard a new refiner?
• How much visibility into refinery runplans, turnarounds, and crude slate would you want to feel comfortable with a term contract? Options: High transparency (weekly updates), Moderate (monthly/cycle notices), Low—only when issues arise, Depends on contract term

Logistics & Terminal Realities That Make or Break a Deal

• Which single logistics constraint has caused the most failed shipments or delays for you in the past 24 months? Options: Pipeline slot unavailability, Carrier shortages, Berth/port delays, Terminal demurrage, Regulatory/permit issues, Other
• How do you typically book carriers and manage transfer windows—do you handle bookings in-house, via a broker, or rely on the seller's logistics team? Options: In-house, Third-party broker, Seller coordinates, Hybrid
• What are your standard demurrage or detention tolerances, and who should own those costs in a trial or term arrangement? Options: Buyer pays, Seller pays, Shared per contract, Case-by-case
• How much advance notice do you need for scheduled shipments or pipeline slots to avoid operational disruption? Options: <48 hours, 48–72 hours, 3–7 days, >7 days
• Which documentation or digital integrations (EDI, API load notices, lab result feeds) would reduce friction for you? Options: EDI delivery/manifesting, API load & test results, PDF certificates only, Portal access for status, Other

Trials, Tests, and Trust-Building — What Really Proves It

• Would a 60–90 day partial-volume trial convince you to move primary volume, or are there non-negotiable proof points missing from that model? Options: Yes—trial sufficient, Trial helpful but not sufficient, No—need longer/greater volume, Depends on product/terminal
• What specific success signals do you need to see during a trial (on-spec rate, on-time delivery %, invoice accuracy %, sample pass rate)? Please quantify if possible.
• How do you prefer to handle qualification samples—split samples to independent lab, single lab with chain of custody, or buyer-run testing only? Options: Split sample with independent lab, Seller lab + buyer acceptance, Buyer-run testing only, Third-party arbitration process
• Who signs off on trial acceptance internally (title/role), and what paperwork or KPIs finalize that sign-off?
• What trial volume share (percent of your typical throughput) would feel like a realistic but low-risk first step? Options: <10%, 10–25%, 25–50%, 50–75%

Decision & Commitment — What Really Unlocks a 'Yes'

• Outside of price, what single contractual or operational guarantee would make you say yes today?
• Which contract clauses are deal breakers for you (strict volume take-or-pay, limited quality remedies, short notice termination, lack of force majeure clarity)? Options: Take-or-pay/rigid volume, Limited quality remedies, Short termination notice, Unclear force majeure, Inadequate flexibility for turnarounds, Other
• What level of volume flexibility (±%) do you need through seasonal cycles without financial penalty? Options: ±5%, ±10%, ±20%, No penalty within agreed band, Case-by-case
• How long is your internal procurement cycle from commercial agreement to signed contract and operational onboarding? Options: <2 weeks, 2–4 weeks, 1–3 months, >3 months
• What internal or external approvals (legal, finance, risk, credit) typically slow down a supplier onboarding and how can we help pre-clear them?

What Keeps You Up During Turnarounds, Peaks, and Stress Tests

• If a refinery turnaround was announced on short notice, what would be your first three actions to preserve supply?
• How do you prefer alternative supply to be structured during constrained periods—pre-planned contingency volumes, standby agreements, or ad-hoc spot sourcing? Options: Pre-planned contingency volumes, Standby/option agreements, Ad-hoc spot sourcing, Blended approach
• What inventory policy do you run for risk events (days-on-hand target, safety stock in bbls, reliance on pipeline buffers)?
• How quickly would you expect communications and operational adjustments from a refiner during a turnaround to feel adequate—immediate daily updates, weekly, or only when issues arise? Options: Immediate daily updates, Twice-weekly, Weekly, Only on major changes
• What commercial remedies or operational commitments reduce your anxiety during prolonged supply stress? Options: Priority allocation, Price protection, Guaranteed alternate shipments, Compensatory credits, Other

Let's Make a Small, Low-Risk First Move

• What's the smallest, low-risk step that would meaningfully reduce your anxiety about trying a new refinery supply—single sample, first trial shipment, EMR review, or something else? Options: Single qualification sample, One trial shipment, Review of refinery QA/QC and runplan, Short-term pricing pilot, Site visit/ops alignment
• Which data or artifact would help you say yes to that step—recent lab certificates, refinery visit report, logistics plan, or contract term sheet? Options: Lab certificates, Refinery visit report, Operational logistics plan, Draft commercial terms, Insurance/credit terms, Other
• Who should be on the intro call to move this forward (name/role) and what are their top 2 concerns we should prepare to address?
• Realistically, what timeline would you be comfortable with to execute that first step? Options: This week, Within 2 weeks, Within 1 month, 1–3 months
• Are you open to a short written trial agreement that captures acceptance KPIs, schedule windows, and a fast dispute resolution path? Options: Yes—send draft, Maybe—need more info, No—not interested

Getting Comfortable: Who You Are and How You Buy

• Tell us your role and the team you represent in fuel buying (title, responsibilities, and primary products you buy).
• Which of the following best describes your organization type? Options: Wholesale distributor, Retail chain, Commodity trading house, Airline, Petrochemical/feedstock buyer, Other
• On an annual basis, which product volumes do you typically source from a single refiner? Options: < 1,000 MT, 1,000–10,000 MT, 10,000–50,000 MT, > 50,000 MT
• How do you currently split your supply across term vs spot vs formula-based contracts? Options: Mostly term, Balanced term and spot, Mostly spot, Mostly formula/index-linked, Variable seasonally
• Who are the internal stakeholders we should know about (names or roles) — procurement, quality, logistics, finance, operations? Please list and include the single best contact for each.

If a Shipment Missed the Mark, Whose Alarm Goes Off?

• When a late delivery or missed shipment happens, what is the single biggest operational consequence you face? Options: Customer stockouts, Production downtime, Penalties/chargebacks, Re-routing costs, Reputational damage
• Who is empowered to approve emergency alternatives (e.g., spot cargoes, temporary suppliers) and how quickly can they act? Options: Procurement only, Procurement + Ops, Executive sign-off required, Pre-authorized limits in place, No clear authority
• How often do supply disruptions (late delivery, missed windows, or cancelled cargoes) materially impact your operations? Options: Weekly, Monthly, Seasonally, Rarely, Never
• When disruptions occur, what does resolving them usually cost you—directly and indirectly? Tell a recent example and the approximate dollar or margin impact.
• How much slack do you normally carry (days of inventory or % of daily usage) to absorb a missed shipment? Options: < 1 day, 1–3 days, 4–7 days, > 7 days

Where Product Quality Actually Becomes Someone Else’s Problem

• Think of the last time a product failed an acceptance test—what happened next, and who owned the outcome?
• How do you currently validate incoming product quality at your terminal—sampling cadence, lab (internal vs third-party), and acceptance workflow? Options: Immediate onboard sampling + in-house lab, Onboard sampling + external lab, Pre-shipment certificate only, Batch sampling on receipt, Other
• Which specification parameters give you the most headaches (e.g., sulfur, cetane/octane, flash point, density, aromatic content)? Please rank up to three. Options: Sulfur, Cetane/Octane, Aromatic content, Density/API, Flash point, Cold flow/CFPP, Other
• How frequently do you open a quality dispute, and how long does it typically take to reach resolution? Options: Weekly, Monthly, Quarterly, Annually, Never
• What outcomes do you find acceptable when a batch fails—credit, replacement cargo, blended remediation, or arbitration? Which have you relied on before? Options: Credit/discount, Replacement cargo, Blending/remediation, Third-party arbitration, Other

Are You Quietly Designing for Failure (or for Reliability)?

• When you imagine your supply running exactly to plan, what does that feel like operationally and financially?
• What assumptions about refinery uptime, seasonal supply, or logistics capacity do you currently build into your plans that could be optimistic?
• How do you measure supplier reliability today—what KPIs matter (on-time delivery %, fill-rate, lead time variability)? Options: On-time delivery %, Fill-rate/fulfillment %, Avg lead time, Number of off-spec events, Other
• If a supplier consistently met a 95% on-time delivery target but averaged the wrong product grade once per quarter, which is worse for you and why? Options: On-time delivery worse, Wrong grade worse, Both equally problematic, Depends on season/contract
• Where do you tend to get stuck coordinating fixes (pricing, ops scheduling, quality remediation), and how long has that friction been holding you back from scaling a single supplier relationship?

Are You Paying for Confidence—or Just the Commodity Price?

• Which pricing structures do you prefer and why—index-plus, fixed-term, sliding scale, or ad hoc spot buys? Options: Index-plus (Platts/OPIS), Fixed-term price, Sliding/seasonal formula, Pure spot, Hybrid/formula + floor
• How important is price transparency (line-item fees, transportation pass-throughs, blend premiums) when you evaluate a new refinery partner? Options: Critical, Very important, Somewhat important, Not important
• Tell us about a billing or invoicing discrepancy you experienced—how it was discovered, the resolution path, and the business impact.
• What commercial levers (volume flexibility, take-or-pay, make-up rights, quality guarantees) are most valuable to you when weighing supplier risk? Options: Volume flexibility, Quality guarantees, Pricing collars/floors, Make-up rights, Liquidated damages
• If a refiner offered slightly higher pricing in exchange for a rock-solid acceptance process and faster dispute resolution, would you consider it? Options: Yes — likely, Maybe — need details, No — price dominates

Logistics: The Part That Never Makes the Contract Pretty

• What delivery modes do you rely on today (choose all that apply) and which are the most reliable for you? Options: Pipeline, Barge/tanker, Truck rack, Rail, Intermodal
• Describe the top three logistical constraints at your receiving points (e.g., terminal access windows, berth availability, pipeline slots, truck dwell times).
• How predictable are scheduling windows at your terminals? Are carriers usually on-time, or do you experience frequent late arrivals and re-scheduling? Options: Very predictable, Mostly predictable, Sometimes unpredictable, Frequently unpredictable
• When coordinating carriers or pipeline slots, which party typically takes ownership—the supplier, the carrier, or your operations team? Options: Supplier manages, Carrier manages, We manage, Joint ownership
• Have you had to accept alternate delivery modes during turnarounds or peak seasons? If so, how was quality and timing affected?

If ‘Good Supply’ Had a Scorecard, What Would Be on Yours?

• List the three measurable success signals that would make you ready to transition a supplier from trial to primary—be specific (e.g., 98% on-time, <1 off-spec/yr, invoice disputes <1%).
• What acceptance criteria do you require for a qualification sample and trial period (tests, sample size, testing lab, trial volume, duration)?
• How long a trial period do you consider sufficient to validate supply reliability and quality for primary commitment? Options: 30 days, 60 days, 90 days, >90 days, Case-by-case
• What contractual remedies or guarantees feel non-negotiable to you (e.g., credit for off-spec, replacement cargo within X days, liquidated damages)? Options: Credit/discount, Replacement within specified days, Liquidated damages, Performance-based pricing, Other
• If we could meet every success signal you named, what would change for your business in the first six months?

What Would Make You Say 'Yes'—And How Quickly?

• Imagine we propose a pilot: a 60–90 day trial at a defined portion of your volume. What would you need to see in the first 30 days to keep going?
• What internal approvals are required for a pilot and how long does that decision path usually take? Options: Procurement only (days), Procurement + Finance (1–2 weeks), Executive approval (2–6 weeks), Board-level/strategic review (months)
• Which pilot logistics elements must be pre-cleared (terminal access, carrier windows, sample-test labs, invoicing codes)? Please select all that apply. Options: Terminal access, Carrier slots, Sampling & lab plan, Invoicing/billing setup, Insurance/indemnity terms
• What would feel like a reasonable timeline to finalize commercial terms and be ready to schedule trial shipments? Options: Immediately, 1–2 weeks, 2–6 weeks, 1–3 months, Longer
• If there’s one unstated concern stopping you from testing a new supplier, what is it? How long has that concern been present?

Fast Close: Key Details We'll Need to Move Forward

• Please upload or list the critical product specs and acceptance test methods we must meet for qualification (ASTM numbers, allowable tolerances, or your internal spec references).
• Which sample testing path do you prefer for qualification: your in-house lab, a mutually agreed third-party lab, or the supplier lab with verification? Options: Our in-house lab, Mutually agreed third-party lab, Supplier lab + verification, Other
• Who should be on the operational war room for trial coordination (names/roles) — who signs off at each milestone?
• What are the non-negotiable contract clauses you require before accepting trial shipments (insurance limits, indemnity, payment terms, confidentiality)? Options: Insurance limits, Indemnity, Payment terms, Confidentiality/NDA, Force majeure specificity
• Realistically, when could we schedule a qualification sample and the first pilot shipment if terms are agreeable? Options: Within 1 week, 1–2 weeks, 2–4 weeks, More than a month