Advanced Customer Acquisition *The Process*

Report
Advanced Customer Acquisition
“The Process”
United States
CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS
Over $3,000 month
NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT RESIDUALS
YBA PREFERRED TOOL
Canada
CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS
Over $3,000/month
NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT RESIDUALS
YBA PREFERRED TOOL
Leaders Do Your Homework
More Understanding = More Success
• Learn about your market and products
• Master 2-3 services in your area
• Customer Surveys specific to the market
• Review FAQs and answers on your Storefront
• Set weekly or monthly customer training with
your team
• Training, Training & more Training!
4
FACT:
The RESULTS of an IBO and their TEAM Who are
Excellent At Acquiring Customers:
1. You will earn a higher residual income
2. Your team will earn a higher residual income
3. Better recruiters because of belief
4. Better trainers
5. Ultimately more successful
Perception vs Reality
• Buy emotionally, not logically
• People spend their money on things they think will make
them happy
• Don’t know exactly what they have or what they are paying
• Savings are NOT the most motivating factor
• Feel great about supporting a cause
• Would rather do business with someone they like & trust
over saving money
6
Customer Acquisition
Short-Term Goal:
Long-Term Goal:
15+ customer points
st
(1 30 days)
60+ customer points
A leader in the hunt for TC,
RD, RVP, SVP - 100+ Points
Acquire 5 or more qualifying
customer points
• Become a QTT (Qualified Team
Trainer)
• Acquire 15 or more customer points
• Become an ETL (Executive Team
Leader)
• 20 to 30 points for September
Quickstart Bonus
is a must!
Allows you to maximize Compensation
Plan
Customer Sources
1. Yourself
2. Prospects who do not become IBOs
3. Referrals & Everyone Else –
Warm Market
Initially new IBOs should focus
on Customer Sources 1 and 2
Customer Sources
1. Yourself
2. Prospects who do not become IBOs
3. Referrals & Everyone Else –
Warm Market
Approach referrals and everyone else after you
gain knowledge, experience and confidence
Customer Source 1: Yourself
We recommend you become your
own customer!
1. Creates knowledge & belief for you in the services
2. Teaches you the customer sign-up process
3. Provides you all the necessary tools
4. You set a good example
Customer Source 2
Prospects who do not become
ACN Independent Business
Owners
Keys to Success
•
Enthusiasm
•
Urgency
•
Rely on your relationship
•
Use the favor approach
Customer Source 3
Referrals and Everyone Else - Warm Market
Always ask Questions
Who do you know?
Who would like their service for free?
Who would like to save money?
Who would like to feed hungry children?
Who do you know who would like unlimited service?
Who do you know who doesn’t like their current carrier?
Who do you know who is paying too much for service?
U.S. and Canada
Strive for 5
For IBOs & Customers
When you refer 5 people who become customers of the same
service, you can receive your same residential service free!
This further helps our mission to feed 1 million children this year!
U.S.
Strive for 5 for IBOs and Customers
Digital Phone
Refer 5 ACN Digital Phone Service
Customers, 5 ACN Digital Phone
Service Bundled with High Speed
Internet Customers or a
combination of both and your
service can be FREE!
Local &
LD
Refer 5 ACN Local and Long
Distance Customers and
your Local and Long
Distance service
can be FREE!
Flash
Wireless
Refer 5 of each or a combination
of Flash and Flash (s) Customers
and your Flash Service can be
FREE!
Canada
Strive for 5 for IBOs and Customers
Digital Phone
Refer 5 ACN Digital Phone Service Customers,
5 ACN Digital Phone Service Bundled with High
Speed Internet Customers or a combination of
both and your service can be FREE!
Local & LD
Refer 5 ACN Local & Long Distance Customers, 5 ACN
Local & Long Distance Bundled with High Speed
Internet Customers or a combination of both and your
Local and Long Distance Service can be FREE!
Customer Approach
FAVOR
HELP
TRY
People will become your customer quicker to support you
than if you try selling them on the services
Approaches: With Favor, Help, Try
1. Your “Why” approach
2. Will Play for Food approach
3. “Why” Approach w/ customer survey form and
gathering information
4. Ask Questions Approach that lead into Favor, Help, Try
Approach
5. Questions with Service for Free Approach
MARCH TO A MILLION
Follow our progress…
Understand the Power of a
Cause Based Mission
88%
of Americans said if given the opportunity
would buy service with social benefit
84%
of Americans would tell friends & family about a
company with a social benefit
Customer Acquisition Approach
1. Use the Customer Acquisition Script
2. Speak with Urgency & Enthusiasm
3. Sort
Red Apples
Sign Them Up
Green Apples
Follow the Script
Brown Apples
Move On
Customer Acquisition Script
“Can you do me a
huge personal favor?”
(Wait for Response)
Customer Acquisition Script
Red & Green Responses –
Ask the Favor!
Customer Acquisition Script
“I’m working with a company that offers all of your essential
home services that most people use every day like home
phone service, television, wireless cell phone service and gas
and electricity just to name a few. However, when you use one
of our services, you’re helping support a charity that focuses
on feeding children in need.”
Customer Acquisition Script
“Very simply, when you become one of my customers, a child
gets fed each and every month for as long as you remain a
customer. If I acquire a certain amount of customers this month,
we can provide even more meals to hungry children, and I’m
only a couple customers away from my goal.
In addition, I can show you how your service could be free when
you simply refer a handful of other customers who sign up for the
same service.”
Customer Acquisition Script
“If I can offer you a service:
That you are already using with the same or better quality and
value that you are used to...and with the potential to receive that
service for free…
Can you do me a huge personal favor, help support me and this
charity and become one of my customers?”
(wait for response)
Customer Acquisition Script – Alternate Option Using the WPFF Video
“Do you mind giving me your cell number? I want to text
you a video to watch, and then I can follow up with a
phone call to find out if you like what you see.”
Send Will Play for Food or Strive for 5 Video
How to Handle Green Apples
•
•
Answer The Question
Ask For The Favor
Ask for the Favor
“Can you do me a huge personal
favor, help me and this charity and
become one of my customers?”
How to Handle Green Apples
For additional commonly asked questions and
answers visit your Store Front and
remember for best results:
1. Answer the question
2. Ask for the favor
How to Handle Brown Apples
Don’t have any emotional attachment • Not everyone is going to say YES
• Don’t get upset
• Understand we SORT - NOT SELL
• SW / SW / SW NEXT
• “NO” today / “YES” in the future
• WHY people say “NO”
• Have Fun
The Process
Flash Wireless Customer Acquisition
Flash Wireless - The Process
First Step
•
If you want success, become your own
customer…period! This is one of your best
recruiting tools
•
In some cases, may mean having to break your
contract
33
Flash Wireless
Key Points
• Use Storefront / Flash Wireless to view compatible
devices
• Have access to Wi-Fi – most phones activate over
Wi-Fi (Starbucks, House, etc.)
• Customer will need account # from previous provider
and 4 digit PIN code to transfer number
34
Flash Wireless
Key Points
• Get familiar with where to find MEID numbers for
phones
• Android - under battery (Droids, HTC, Samsung
Galaxy, etc.)
• Apple products like iPhone - under settings in phone
35
Flash Wireless
Key Points
• Make sure phone is charged
• Have Flash Customer Service number handy: 1-888226-2141
• Customer must have an email address – easy to get a
free one through gmail, etc.
36
Flash Wireless
Key Points
• Flash (s) is Sprint, Flash Wireless (v) is Verizon
• Get familiar with plans on both networks
• FAQs located in Support section of your storefront
– a must read if you want to be excellent at this
service
37
Flash Wireless
Key Points
•
Know which network your customer is currently
using
•
BYOD (bring your own device) - see compatible
phones by selecting “Bring Your Own Phone”
38
Flash Wireless
Key Points
•
Flash Wireless (s) – 3G, 4G and 4G LTE Device
support
•
•
Many desirable phones (iPhone 5, note 2, Galaxy 2,
3 and 4s, etc.)
Flash wireless (v) – supports many 3G devices, with
more devices coming
39
Flash Wireless
Key Points
• Latest and greatest devices may not be supported within first
year of release
• Reality:
• Most people don’t want to spend $800 on a new phone or
get into a contract with Early Termination Fees
• People prefer to save on their monthly plan
versus having the latest phone
40
Flash Wireless
Key Points
•
Flash wireless (s) Advantages: Contract phones with
2-year agreements at reduced costs and will require
credit checks
•
Flash Wireless (v) Advantages: No contracts, no credit
checks, month to month billing, no ETFs, unlimited
plans, awesome pricing plans
41
Flash Wireless
Points and commissions for the life of
the customer forever as
long as they are paying their bill
☺ $$$$$$$$$$!!
42
Flash Wireless
• Purchase equipment online with no contract –
must pay for phone during checkout
• Bring current number with you or get a new
number
43
Flash Wireless
Add Ons
• Flash wireless (s) – International plans
• Flash Verizon (v) Mobile hotspot – provides Wi-Fi
to up to 5 other devices
• Many online companies offer insurance for
phones
Unlimited calling is based on normal, personal, non-commercial use.
44
Flash Wireless (v)
Rate Plans
•
•
•
•
Unlimited voice only - $32
Voice, text and 200 MB data - $36
Unlimited voice, text and data - $67
Biggest Advantage: Unlimited Plans
Unlimited calling is based on normal, personal, non-commercial use.
45
Flash Wireless (s)
Rate Plans
• Unlimited voice only - $32
• Unlimited Voice and text plus 200 MB of data - $36
• Unlimited voice, text, and data - $47
46
Flash Wireless (s)
Advantages Over Other Carriers
• All billing is done through credit, debit or use of a
prepaid card
• Having an unlimited or data plan is not required for
smartphones.
– Select a lower priced plan and use a smartphone
with Wi-Fi capability
47
Flash Wireless (s) & (v)
Advantages Over Other Carriers
• Pricing plans already include most taxes
• Flex Wallet - Customer receives $10 credit at signup for use with directory assistance, international
calling, etc.
– Allows no contract customers all conveniences of
contract customers
48
Flash Wireless
Customer Account Management
•
Accounts managed online at flashwireless.com
•
Remember you can upgrade or change devices at
any time at flashwireless.com
•
Put in new ESN/ MEID number. Takes about 3 to 5
minutes
49
Flash Wireless
Sign Up Process
• Go to your Online Store, select Wireless, then
Shop Now
• Choose your network
• 3 ways to shop – by plan, by phone or bring your
own phone
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Flash Wireless
Sign Up Process - BYOD
•
Enter the phone MEID number
•
•
A handful of phones like iPhone 5, Samsung Galaxy
4, etc. ask for the ICC ID number which is located in
same area
Once device is checked and approved,
proceed to next page and pick a plan
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Flash Wireless
Sign Up Process - BYOD
• Add additional features such as international plan
• One time activation fee of $29.99 added
• Select to transfer your number or acquire a new
number
53
Flash Wireless
Sign Up Process
•
•
If transferring a number, enter previous account
number and 4 digit PIN code from previous provider
If not correct, order will be placed but number will not
port until fixed – customer will receive an email with
instructions
54
Flash Wireless
Sign Up Process
• Enter billing and shipping information
• Enter your email and create password for online login
account management
• Enter payment information
•
Agree to Terms and Conditions -
The Customer Must Do Themselves
(Important)
55
Flash Wireless
• Confirmation code – write this down for future
reference
• Once complete, customer will receive 2 emails
1.
Confirmation of order
2.
Activation instructions – may take up to 72 hours for
customers transferring a number
56
Flash Wireless
All details on how to activate phone will be
provided
• Activation instructions for all phones available
under Tools and Resources tab on Flash Wireless
Online Store
57
Flash Wireless
Important Reminders
Most phones activate by Wi-Fi or a code, so
customer should keep both phones with them at
all times in the event the number ports while in a
Wi-Fi area. In this case, the original phone
would no longer work.
58
Flash Wireless
Nuggets
• Gather information from potential customers through
the customer survey form or by asking …
•
•
•
•
•
What network do you have?
What are you currently paying?
How many phones on plan?
Do you have unlimited Data?
Are you in a contract with current provider/how many months are left?
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Flash Wireless
Nuggets
•
•
Even with ETF fees, we can save customers
money over a few months which often offsets the
ETFs
3 accounts with up to 5 phones on each account
per household address
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Flash Wireless
Nuggets
Don’t forget…
• Strive for Five for IBOs & customers
• If you have Flash wireless service and acquire 5
additional customers in addition to yourself (even in
own home) your service can be free
• Savings of up to $804 a year just on your own
phone
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Flash Wireless
Nuggets
• Flash wireless is an ACN Core service
which means you will receive points and
residuals for life of customer
Become a Flashaholic!
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Set up weekly or monthly Customer
Training with your team
Go get 60+ Points of Flash Wireless to
master service & build Billing Revenue
Send customers Thank You Cards from
the Contact Center this weekend!
Use testimonials at your weekly BOMs
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