ABCs of Small Business
Customer Acquisition
Welcome
Small Business Customer Acquisition Series
•How to Approach
•How to Sell to Small Businesses
•Increase Knowledge of Small Business Products
•Benefits of Products to Small Business Owners
Agenda
•What is the difference between ACN’s DigitalTalk Express
and BusinessTalk services?
•How do I pre-qualify a prospect?
•Small business customer acquisition – What to do?
DigitalTalk Express vs.
BusinessTalk
• Terms: Analog, Digital, VoIP and IP Telephony
• Differences between the 2 ACN Phone Service offerings
• How does all this fit together?
Analog Services
POTS (Plain Old Telephone Service)
lines (wired service from the pole to
your office using traditional copper
lines). Also referred to as landline
service.
Benefits:
• No Internet service needed
• Switch to ACN is seamless
• Consistency and reliability
• Provides the customer with no
change in the user’s experience
to what they experience today
5
Business Advantage - U.S.
Wireline Phone
Service for
Businesses
Available in select CenturyLink markets in:
AZ, CO, ID, MN, NM, OR, UT & WA
• Up to Ten Phone Lines
• Competitive Rates
• Up to 3 Analog Lines
BusinessTalk - Canada
Wireline Phone
Service for
Businesses
Available in select areas of
Ontario and Quebec
• Up to Five Phone Lines
• Competitive Rates
• Add data/fax line
• No Need to Switch Out Existing
Equipment
• Bundle with High Speed Internet
Digital Services
Digital Services
••
••
•
•
••
•
Digital
soundof
into
a series
Digital service
service translates
translates or
or digitizes
digitizes the
the voice
voice frequencies
sounds into of
a series
data
bytes,
of
data
bits
and
transfers
those
bits
(ones
&
zeros)
over
an
Internet
connection
transfers those bytes over a data pipe and then translates those digitized bytes
and
convert
those
digitized
bits into audible sounds at the distant end
into then
audible
sounds
at the
other end.
VoIP is
is Voice
Voiceover
over Internet
Internet Protocol
Protocol and IP Telephony is Internet Protocol
VoIP
Telephony.
VoIP is the digital
transportProtocol
vehicle i.e.Telephony
how a digitized conversation goes from one location to
IP– Telephony
is Internet
another
– IP Telephony
is using
Protocol’s
digitize
voice to take used
advantage
of hardware
Transports
voice
callsInternet
over the
sametodata
connection
for surfing
theand
Internet
software applications
Digital voice services transport your voice calls over the same data connection
Benefits:
you use for surfing the Internet or checking email instead of having a separate
• Cost savings
usingservice
one connection
instead
of multiple
connections
connection
for justbyvoice
(which is what
POTS
is).
Why
would you
this?
• Flexibility
asdo
you
can easily add or remove digital voice lines
–
•–
–
•
Cost savings by using one connection instead of multiple connections
Flexibility asisyou
can easily e.g.
add oras
remove
voice linescalls and voice mails
Efficiency
improved
you digital
can forward
Efficiency is improved e.g. as you can forward calls and emails virtually anywhere
anywhere
virtually
ACN’s DigitalTalk Express service is a digital service which means your
• Call quality
is excellent
prospective
small
business customer must have an Internet connection to utilize
8
the service.
DigitalTalk Express - U.S. & CA
Digital Phone Service for Businesses
Simple out-of-the-box phone
system
•Turn-key phone system with
unlimited calling to U.S. and
Canada
•Offers to 4 voice lines
•Easy to use yet a powerful
Available in U.S. and Canada
business-tested solution
•Simple, customer self
installation
Account Qualification
• Know what services are available for their location
• Know the pricing
Account
Qualification
Services
Account Qualification
Pricing & Options
Small Business Customer Acquisition
What’s Next?
IBO Mindset
Businesses buy based on
relationships, just like
residential customers
The products we offer will
meet their immediate needs
Be a consultant / partner for
phone service optimization
Focus on benefits not price
Business Owner Mindset
•
•
•
•
Will this service save me money?
OR
Will this service improve my businesses efficiency?
OR
Will this service help me generate more sales opportunities for
my business?
AND
Do I like the person who is offering me this service
Is What I Have
the Right Fit?
1. What services do they use today?
2. What are they paying for those services?
3. Are they under contract?
What is Different Than Speaking with a
Residential Customer?
• Contract Length
3 year term contracts
• Credit Check
Industry standard
• Non-Recurring Costs (NRC)
Understand and can calculate their Return
on Investment (ROI)
Why Small Business Customers?
• Small business services generally are priced higher than
consumer services
• Many small businesses will use more services than a consumer
• Small businesses will enter into longer term agreements than
consumers
• ACN expansion of small business services
TOOLS
Contact Center
Contacts
Manage Your Small Business
Owner Info
Track Your Customer’s Interest
Creative Center / Marketing
Materials
Thank You E-cards
Product E-cards
ABCs of Small Business
Customer Acquisition