Welcome to
ANPI VIP Training
Objectives
By the end of this training session you will…
•
Understand why a customer would choose a Hosted
Unified Communications solution
•
Understand why a customer should choose ANPI VIP
•
Understand the consultative approach to selling ANPI
VIP
•
Understand the bundles and components of the service
•
Understand the tools available to conduct effective
sales calls
•
Be ready to sell ANPI VIP!
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Hosted Unified
Communications
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Why Hosted Unified Communications
Decreased Total Cost of Ownership
Increased Productivity
Increased Scalability
Vendor Consolidation
Business Continuity
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Decreased Total Cost of Ownership
Minimal capital expense required
Maintenance included
IT resources can be allocated to core tasks and functions
Built in Business Continuity Solution
Simple, self service, intuitive web portal management
Predictable monthly fees
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Increased Productivity
Business
Productivity features:
• Auto Attendants,
Hunt Groups
User
Productivity features:
• Mobility, Collaboration,
Unified Messaging
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Hosted
IP PBX
Fax-toEmail
Instant
Message
Presence
Hosted
UC
Mobility
Audio/
Video
Conf
Web
Collab
Scale with business demands
Add incrementally or change service as
business grows
Always provide the latest features and
services
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Vendor Consolidation
Data
Voice
Toll Free
Phone Equipment
Long Distance
Others…
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Business Continuity
Cloud based call routing protects
customers’ offices from disasters (natural
disaster, fire, flood, etc.)
All features and services can be managed
through a web portal – from anywhere.
Auto Attendants, Hunt Groups, Integrated
Mobility, Call Forwarding enable calls to
be connected regardless of the situation.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
How the service is delivered
1. Can be delivered “over the top” as
customers can provide their own
broadband connection.
2. Can be delivered over ANPI provided
broadband services.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Hosted IP PBX Compatibility
• Speed Test should always be conducted on site due to
unknown broadband connection configuration.
• Bandwidth Calculator will help guide and determine the
optimal bandwidth required for customers call capacity.
• http://www.anpi.com/support/
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Understanding the Customer’s
Current Phone System
•
Key Systems
•
•
•
•
PBX Phone System
•
Connects to the PSTN with trunk lines (PRIs, T1s or other form of broadband)
•
Provides extension dialing, transferring, hunt groups, voice mail and many other features.
IP PBX
•
Use of packet switching.
•
PBX that holds features remains at the customer location.
•
•
User selects an outgoing line to place a call. Other users in the office will see that the line
is in-use.
User answers an incoming call, can place the call on hold and another user can pick up
that line.
Provides extension dialing, transferring, hunt groups, voice mail and many other features.
Hosted IP PBX
•
Same as IP IPBX but is not premise based. Features/functionality located in Service
Provider’s cloud or data center.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
ANPI VIP
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Why ANPI VIP?
More Features, More Services, More Innovation
•
Fully integrated - Hosted IP PBX, Unified Messaging, Instant Messaging,
Presence, Fax, Audio Conferencing, Web Collaboration, Desktop and PC
clients, and more
•
Free unlimited local and long distance calling, International calling to 22
countries
•
Customer Portal designed with users and administrators in mind
•
No Activation Fee
•
Powered by the leading technology innovators: Sonus and BroadSoft
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
How we measure up…
ANPI
Other hosted providers
Hosted IP PBX
Yes
Yes
Unified Messaging
Yes
Probably
Audio Conferencing
Yes
Probably
Mobile App
Yes
Doubtful
Video
Yes
Doubtful
Chat and Presence
Yes
Doubtful
Fax to Email
Yes
Doubtful
Web Collaboration
Yes
Doubtful
Fully Integrated
Yes
No
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
What does the Offering Include?
Chargeable Services
Included Services
•
Local, Long Distance and International
Calling to 22 countries
•
Users own Local DID number with
unlimited MOU
•
Music on Hold
•
1 GB of Storage for each User
•
Customer Portal
• User/Seat Package
• Value Added Services
• IP Phones/devices
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
•
Administrator
•
End User
•
Activation and Porting Services
•
Standard PBX Features
•
Basic Auto Attendant
Customer Portals
https://vip.anpi.com
Administrator Portal
End User Portal
• Modify Auto Attendant, Hunt
Group and location services
• Manage feature settings
• Reset users’ passwords
• Modify User Profile information
• Modify any user level features
and services
• Order services and view billing
• View Number Porting Status
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
• Listen to voice mail messages
• Download applications
Value-Added Optional Services
• Virtual Phone Number (phone number without any services)
• Toll-free Number
• Virtual Extension
• Advanced Auto Attendant
• Audio Conference
• Fax Line
• Hosted Fax
• Call Recording
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
What is a User Package or Seat?
Set of features bundled together and assigned to a user
Designed for various user types
Can be mixed and matched across an account
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
User Package
Options
Feature
Packs
• Full UC Seat
• Web collab
• Desktop sharing
• Video sharing
• UC Client
• Includes Chat
• Includes Presence
• Includes Mobility
• Basic
• Purpose built for
Receptionists and
Conferencing
rooms
VIPremier
VIProfessional
VIPrecision
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Ask the Right Questions
• Are there places in your office that have phones that are used by a variety
of people?
• When a visitor needs to make a call is there a phone he/she can use?
• Do you ever have customers into your conference room?
• Would your admin be more productive if they could park/pick up calls
from the copy room instead of going back and forth from their desk?
• Does the quality of the call from your conference room reflect well on
your organization?
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Phone Number (DID)
• Each user has a direct inward dial number (customers will refer
to these as ‘direct lines.’)
• Caller ID can be set for outbound calls to either their direct line
or the business main number.
• Great for customers with outside sales reps!
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Voicemail to email
• Also referred to as ‘Unified Messaging’
• Includes Voice Mail to email delivery
• Messages are stored in the Voice Portal and can be retrieved
remotely
• 15 MB of storage per mail box
• Options to forward all message as .wav files to email
• ‘Zero Out’ option to allow callers to escape to another destination
• Destination can be any extension
• Destination can be any 10-digit phone number
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Call Forwarding
Call Forwarding Type
Description
Use case
Call Forwarding Always
Forwards all incoming
calls
Forward all calls to a
mobile phone
Call Forwarding Busy
Forwards calls when:
- user is on the phone
- user has DND enabled
Need a live answer
Call Forwarding No
Answer
Forward calls when no
answer
Need a live answer
Call Forwarding Not
Reachable
Forwards calls when
phone is not registered
Business Continuity!
Customer is never down!
Call Forward Selective
Forwards calls based
upon Caller ID
Only forward to mobile if
important client
*FEATURE NOTE: Voice Mail will be left on forward to destination voice mail service.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Call Notify
What it does
Allows a user to be notified by email when specific calls matching predefined criteria are received. This criterion can be a list of up to 12
phone numbers, a specified time schedule, or a specified holiday
schedule.
Ask the right
question
Ever worried about missing an important call from a top customer?
Use case
Customer is waiting for a call back from a high priority client and wants
to be notified via email if they receive a call from that number.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Do Not Disturb
What it does
Allows a user to automatically forward all incoming calls
to voicemail. If voice mail is not configured, the caller will
hear a busy tone. It includes a Ring Reminder option.
Ask the right
question
Do you ever need to temporarily send all calls to
voicemail?
Use case
User is working on a busy project and doesn't want to be
distracted.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Automatic Hold/Retrieve
What it does
Allows a user to set a timer for recalling held calls.
Ask the right
question
Does your receptionist receive a high volume of calls?
Use case
Receptionist handles a number of calls at a time and
wishes to receive a ring back if a caller has been on hold
for a pre-set amount of time.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Automatic Call Back
What it does
Allows a user to monitor a busy caller and perform a call
back when that caller is no longer busy.
Ask the right
question
Do you have a hard time reaching particular people in
your company?
Use case
A team of people are working on a project with tight
deadlines and need answers quickly.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Speed Dial 100
What it does
Allows a user to place a call by pressing a reduced
number of keys on the dial pad instead of the entire
phone number. Speed Dial 100 requires a 2 digit prefix.
Ask the right
question
Do you currently have a list of contacts in your Speed
Dial?
Use case
Customer calls a specified list of phone numbers on a
frequent basis - for example, a vendor list.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Other features:

Call Return - return their most recently placed
call

Call Waiting – answer a second call when
already on the first call

Call Transfer - transfer a call to another user

Last Number Redial – used to call back the last
number your called
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Your line.
Shared Call Appearance
(scenario #1)
What it
does
Allows a user to share his/her
line with another user. Once
configured, the user can
make and receive calls from
the new line appearance.
Businesses that have
multiple business under one
roof… i.e. Real Estate/Title
Use case Company/Mortgage Broker
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Another
‘business’
line.
VIPrecision
Shared Call Appearance
Line 1
Line 2
(scenario #2)
Line 3
What it
does
Allows all users within the
office to share lines,
replicating a Key System.
Business that require a key
Use case system environment.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPrecision
Your line.
Busy Lamp Field
Enables users to view
another users' 'busy' status
from their phone. When
What it configured, it is also a
does
speed dial to that user.
Use
case
Receptionist wants to view
who is on/off the phone
before transferring a call.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Busy line
status of
another
user’s
line.
VIPrecision
Call Park/Call Retrieve
What it does
Allows a user to park a call on an extension.
The call can then be retrieved from another
phone in the office.
Ask the right
question
What is the process for handling calls you
receive on the main number?
Use case
Receptionist receives a call, parks it on an
available extension then makes a page
announcement for the party that is called.
“Parts – you have a call parked on extension
1234.”
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
PARK:
*68 + extension + #
RETRIEVE:
*88 + extension + #
VIPrecision
Call Pickup
What it
does
Allows a user to pick up another
user's ringing line.
TO PICKUP:
Use case
Small team of workers can answer
each others ringing lines.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
*98 + ringing
extension
VIPrecision
Direct to Voicemail transfer
What it
does
Allows a user to transfer a call
directly to another user's voice mail.
Ask the
right
question
How do you handle calls if the user
the person is calling for is busy?
Use case
Receptionist does an assisted
transfer and the person would
prefer the caller is sent to voice
mail.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
TO TRANSFER
DIRECT TO
VM:
Transfer + *55 +
extension
VIPrecision
3- Way Conferencing
What it does
Allows a user to conference a 3rd party in to an active
call.
Ask the right
question
Tell me about your conferencing needs.
Use case
A user is speaking with a customer and has a question for
their manager. They need to conference the manager in.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIProfessional
Mobility and Collaboration:
• Time to turn up the heat!
• One-Number service
• Call push/pull
• Soft clients
• Chat
• Presence
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIProfessional
VIPresence
Simultaneous
Ring Feature
Mobility
• App for iPhone and Android
• Desktop client for PCs and Macs
• Includes chat and presence
• Ability to place business calls from mobile phone
• Pull and push calls between mobile and office device
• Rings devices simultaneously
• Busy office worker
Sequential
Ring
• Rings devices sequentially
• Someone that works out of multiple offices
Anywhere
• Place receive calls from mobile phone
• Pull and push calls between mobile and office device
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Mobile Clarity
Mobility means different things to different businesses:
•
Mobile workforce (outside sales, field technicians)
•
Occasional work from home workers
•
Full-Time work from home workers
•
Business travelers
Understand your customer’s definition of ‘mobile’ workers.
Dig deeper.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIProfessional
• App available for iPhone and Android / Desktop
Client for PCs and Macs
• Receive calls on a mobile device or client
softphone
• No-Answer goes to business voicemail
• Place calls using business caller ID from mobile
device or computer
• Includes chat and presence functionality from
mobile device and desktop client
• Includes corporate directory from mobile device
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Mobility:
VIPresence
VIProfessional
Mobility:
Simultaneous Ring
• Ring up to 10 devices at one time.
• Voicemail Messages left at business VM
• Answer Confirmation Options
Mobile
Home
Office
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIProfessional
Mobility:
Sequential Ring
• Ring up to 5 locations in addition to your office phone
• Voicemail Messages left at business VM
• Answer Confirmation Options
Office
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Mobile
Home
Mobility Scenarios
Scenario 1: “We have employees that work from home. How can we
connect them to our business?”
Scenario 2: “We have outside sales reps that are always giving out
their personal phone numbers to customers. I want to protect my
business.”
Scenario 3: “We have 2 offices and some workers are constantly
commuting back and forth between the two. What solutions go you
have for these mobile workers?”
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPremier
Collaboration Tools
VIPresence
• Desktop sharing
• Audio Conferencing
VIPresent Now
• Presentation Sharing
• Presenter Video Sharing
• Audio Conferencing
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPremier
Collaboration:
VIPresence Desktop
• Supported on Windows and iOS devices
• Includes:
• Desktop Sharing (one-to-one or group)
• Chat (one-to-one or group)
• Presence
• Audio Conferencing
• Video Conferencing
• Call control (transfer, three way calling)
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
VIPremier
• Access at:
https://present.now.anpi.com
• Includes:
• Desktop and Application Sharing
(one-to-one or group)
• On-Demand or scheduled meetings
• In meeting chat / Q&A
• Audio Conferencing
• Includes15 users/session, usage
charges apply for additional users
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Collaboration:
VIPresent Now
VIPremier
Collaboration:
Audio Conferencing
• Non-Overlapping Conferences
• 15 participants per conference
• Usage fees 1c /min/user/conf
• Includes local dial-in number,
Conference Access # and
Moderator Pin
• Overage Charges of
$2.99/user/conf for participants
over 15 participants
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
IP Phones
• Polycom HD phones
• 10 options – each with a Power Supply or PoE option
• Sold separately from the seat packages
• Can be mixed/matched with seat packages
• There are recommended seat/phone combos
• Phones can be installed at the customer’s home office
and have E911 supported.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Suggested VIPrecision Phones
• Polycom VVX300 w/ Expansion Module
• Expansion Module adds an additional 40 line programmable line keys
• Up to 3 expansion modules can be attached to an VVX phone
• Available PoE (VVX 310)
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Suggested VIProfessional Phones
 Polycom VVX 400
 12 programmable line keys
 Color display
 Also compatible with the
expansion module
 Available PoE (VVX 410)
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Suggested VIPremier Phones
• Polycom VVX 600
• 16 programmable line keys
• Color Touchscreen Display
• Support video calling with USB
camera
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Additional Phone Options
SoundStation
5000
SoundPoint 335, 450, and
550 are supported and
sold, but are not the
recommended ANPI
VIP Phone
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
SoundStation
6000
VVX500
Account Level Features
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Account Level Features
Included with each account
Add-Ons
•
Company Local DID
• Virtual Extension
•
Basic Auto Attendant (1 level)
• Toll-Free Number
•
1 Hunt Group for each User
• Advanced Auto Attendant
•
Music On Hold
•
1 GB of Storage per PBX
• Audio Conferencing (excluding
VIPremier User Packs)
•
Corporate Directory
• Fax Line
•
LNP Porting
• Hosted Fax
•
No Activation Fees
• Call Recording
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Ask the right Questions
• What happens when someone calls your main number?
• How do calls to your sales reps get routed?
• Do you ever need to have incoming calls routed to another office?
• How would being able to route some calls to another office impact
your business?
• Would freeing up your receptionist to do other things be helpful?
• Would balancing your calls evenly between Support Reps help with
customer satisfaction?
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Included
Virtual Number: Main Number (local)
- No porting costs
- Unlimited inbound
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Add-On
Toll-Free Number
• Virtual Extension (includes call forwarding)
• Additional Virtual Numbers
• Used for…
• Marketing in different geographies
• Running promotions
• Keep existing numbers
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Included
Basic Auto Attendant
Used to route calls to extensions within an office, across office locations, Hunt
Groups, external numbers **, remote users, other Auto Attendants, etc.
Includes menu options for both Business and After Hours.
Includes greeting options for both Business and After Hours.
Multiple auto attendants can be assigned to a single location (one is include at
no cost).
Can be assigned a Holiday Schedule.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Included
Auto Attendants
Press 1 for the
Dial by Name
Directory
Main Number
Sales Hunt Group
Press 2 for Sales
Options can be configured for 0-9, * and # for
both Business and After Hours.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Add-On
Advanced Auto Attendants
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Included
Hunt Group Feature Overview
Used to ring groups of users in a pre-determined pattern
within or across locations
One hunt group is included for each 3 user package
purchased
Call Forwarding No Answer settings can be configured to
route calls when no one answers
Each hunt group is assigned a call distribution policy:
• Circular, Regular, Simultaneous, Uniform, Weighted
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Call Distribution Policies
Simultaneous:
• Rings all the
phones at the
same time
Regular:
Circular:
Uniform:
Weighted :
• Rings the
phones one at
a time, always
starting with
the same user
and ringing in
the same
order
• Rings the
phones one at
a time, always
ringing the
users in the
same order.
The order in
which the
users’ phones
will ring begins
with the
individual that
follows the last
user who
received a
hunt group call
• Rings the user
in the group
who has been
idle the
longest
• Administrators
may choose to
direct a certain
percentage of
calls to
individual hunt
group users.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Pilot Number Hunting Overview
Toni
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Leon
Add-On
Audio Conferencing
• Included with VIP Premier
• Non-Overlapping Conferences
• Includes local dial-in number,
Conference Access # and
Moderator Pin
• 15 participants per conference
• Usage fees 1c /min/user/conf
• Overage Charges of
$2.99/user/conf for
participants over 15
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Business Continuity Tools
• Auto Attendants
• Route calls to another office location, remote
users or hunt groups
• Hunt Groups
• Hunt to remote users, workers using mobility
features, another office location
• Call Forwarding Not Reachable
• Route calls to another off-net device automatically
if service is lost
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Solution Selling
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Who to target?
• Companies with 20-99 employees
Why:
• Robust offering designed for mid to large sized
businesses with mobile workforces
• Sweet spot for hosted services – typically ‘cloud
ready’
• Multi-location businesses
Why:
•
•
•
Enables them to reach new markets
Remove geographical boundaries
Deliver a unified solution across all office
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
The Phone Bill Pledge
“I”
“ANPI Sales Professional
Promise to never lead by
asking for the phone bills
And if I do
I understand
That my chances of selling a
Hosted Voice Account
Are Basically Zero”
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Consultative Approach..
Upfront Contract
Needs Analysis
Presenting the solution
Addressing demo requests
Proposal
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Upfront Contract:
Verbal agreement to be had at the
beginning of your meeting so all
parties understand how the meeting
will go and what will warrant “next
steps”…
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Needs Analysis
Used to determine customer requirements by:
 Asking probing questions about their business
 Map the customer’s challenges to features to present value
 Sharing customer success stories
 Asking specific questions regarding existing
hardware, bandwidth requirements and user
information
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Sales Presentation
When to use the Sales Presentation:
• After the Needs Analysis during a first appointment
• On a second meeting if you are presenting the solution to a larger
audience
‘How’ to use the Sales Presentation:
• Cover slides and content that are applicable to the customer
• Focus on the services that address their hot buttons!
PRACTICE PRACTICE PRACTICE!
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Phone Bills
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Resolving Objections
Be
understanding.
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Be sure YOU
understand.
Be a problem
solver.
Bring home the
order.
Be understanding
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Be sure YOU understand
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Be a problem solver
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Bring home the order
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Objection #1: We can’t have all our
services on the same connection
because we can’t be down!
Step
Acknowledge
“Making sure that you have services available is certainly
important”
Ask
“What kind of redundancy do you have built into your current
voice service?”
Address
“Well – our solution is actually more redundant and less
impacted by an outage than your current PBX. Because it is
cloud based, many of your voice services are never down.
We can assist you with setting up Call Forwarding Not
Reachable so everyone can receive calls even if your
Internet connection is down. Also – your Auto Attendant will
never be down – so customer can always reach that
greeting. In fact that is one of the most significant benefits of
a hosted solution”
Advance
“Does that address your concern? The redundant nature of
hosted voice has been a source of peace of mind for many of
our existing customers.”
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Objection #2: Do you have a Trial Period?
Can We get a Month to Month Contract?
Step
Acknowledge
“Making sure the solution is right before committing to a long
term contract is something many businesses do.”
Ask
“What would you evaluate during this trial period that would
help you be comfortable signing a contract?”
Address
The “address” in this situation depends on their answer to the
“Ask”. If they’re concerned with call quality do a demo call
and talk about QoS, if they’re concerned with ease of use of
the phones send them the “demo kit”, if they’re concerned
about outages, share SLA information. As a LAST RESORT
we DO have a 30 day satisfaction guarantee.
Advance
“Can you see from our (SLAs, recent test call, whatever we
did to ADDRESS) that signing a 3 year contract to obtain the
corresponding discounts makes sense?”
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Demos and Scenarios
Confidential and Proprietary. Subject to Non-Disclosure Agreement.
When to conduct a customer demo
1. Customer states it is a requirement before making a
decision.
Ask the customer what specifically they are looking to validate.
Ensure you provide a demo that meets their needs.
2. Your next meeting will include various types of users
within the organization. They have asked for a presentation
and demonstration.
Find out who is attending and prepare use case stories to run
through during the demonstration.
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When to conduct a customer demo
3. Based on conversation, you feel that providing a demo at
the next meeting will help to land the deal. Cues:
“We had a bad experience with VoIP - we don’t know if the
technology will even work.”
“Our current solution is complicated – I’d like to see if this is easier
to use.”
“Our current system is very cumbersome to manage and only one
resource even knows how to use it. Is this system easy to
manage?”
4. Competition has provided demos and you know VIP will
crush it!
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Set Up Demo Kit and Review Script….
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How to conduct a customer demo:
VIP Presence for Desktop
1. Login to VIP Presence app on your computer.
2. Tell a story that relates to their business: FOR EXAMPLE:
“Mr. Customer, let’s say you are working on a design project with 3 other team members. You have a
question about the images. You see that Joe is on the phone, so you send him a quick chat
message. (send chat)
Joe replies that he is stuck on a conference call but needs to confirm some things with Kelli. You suggest
they meet in your MyRoom for a group chat. (click MyRoom and drag Joe and Kelli into your
MyRoom.)
To better communicate your questions on the images, you initiate a desktop sharing session. (click
Desktop share).
Joe replies that he is off of his conference call and can talk, so you escalate the chat to a call and tell Joe
and Sue to call your Room. (Click the Call button to initiate the audio bridge).”
Demo elements you have accomplished with a simple story: Presence, Chat, Desktop Sharing,
and Audio Conferencing.
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Scenarios
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