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Advanced Customer Acquisition “The Process”. CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT.

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Presentation on theme: "Advanced Customer Acquisition “The Process”. CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT."— Presentation transcript:

1 Advanced Customer Acquisition “The Process”

2 CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT RESIDUALS YBA PREFERRED TOOL United States Over $3,000 month

3 Over $3,000/month CORE SERVICES – PREFERRED – LIFE OF THE CUSTOMER RESIDUALS NON-CORE SERVICES – PREFERRED – LIFE OF THE CONTRACT RESIDUALS Canada YBA PREFERRED TOOL

4 4 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!

5 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 FACT: The RESULTS of an IBO and their TEAM Who are Excellent At Acquiring Customers:

6 6 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

7 Short-Term Goal: 15+ customer points (1 st 30 days) 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 Customer Acquisition Long-Term Goal: 60+ customer points A leader in the hunt for TC, RD, RVP, SVP Points is a must! Allows you to maximize Compensation Plan

8 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

9 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

10 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 We recommend you become your own customer! Customer Source 1: Yourself

11 Keys to Success Enthusiasm Urgency Rely on your relationship Use the favor approach Prospects who do not become ACN Independent Business Owners Customer Source 2

12 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? Customer Source 3

13 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! Strive for 5 For IBOs & Customers U.S. and Canada

14 Digital Phone Local & LD Flash Wireless 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! Refer 5 ACN Local and Long Distance Customers and your Local and Long Distance service can be FREE! Refer 5 of each or a combination of Flash and Flash (s) Customers and your Flash Service can be FREE! U.S. Strive for 5 for IBOs and Customers

15 Digital PhoneLocal & LD 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! 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! Canada Strive for 5 for IBOs and Customers

16 FAVOR HELP TRY People will become your customer quicker to support you than if you try selling them on the services Customer Approach

17 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 Approaches: With Favor, Help, Try

18

19 MARCH TO A MILLION Follow our progress…

20 Understand the Power of a Cause Based Mission of Americans said if given the opportunity would buy service with social benefit of Americans would tell friends & family about a company with a social benefit 88% 84%

21 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 Approach

22 “Can you do me a huge personal favor?” (Wait for Response) Customer Acquisition Script

23 Red & Green Responses – Ask the Favor! Customer Acquisition Script

24 “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

25 “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

26 “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

27 “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 Customer Acquisition Script – Alternate Option Using the WPFF Video

28 Answer The Question Ask For The Favor How to Handle Green Apples

29 “Can you do me a huge personal favor, help me and this charity and become one of my customers?” Ask for the Favor

30 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 Green Apples

31 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 Don’t have any emotional attachment - How to Handle Brown Apples

32 The Process Flash Wireless Customer Acquisition

33 33 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 First Step Flash Wireless - The Process

34 34 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 Key Points Flash Wireless

35 35 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 Key Points Flash Wireless

36 36 Make sure phone is charged Have Flash Customer Service number handy: Customer must have an address – easy to get a free one through gmail, etc. Key Points Flash Wireless

37 37 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 Key Points Flash Wireless

38 38 Know which network your customer is currently using BYOD (bring your own device) - see compatible phones by selecting “Bring Your Own Phone” Key Points Flash Wireless

39 39 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 Key Points Flash Wireless

40 40 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 Key Points Flash Wireless

41 41 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 Key Points Flash Wireless

42 42 Points and commissions for the life of the customer forever as long as they are paying their bill ☺ $$$$$$$$$$!! Flash Wireless

43 43 Purchase equipment online with no contract – must pay for phone during checkout Bring current number with you or get a new number Flash Wireless

44 44 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 Add Ons Flash Wireless Unlimited calling is based on normal, personal, non-commercial use.

45 45 Unlimited voice only - $32 Voice, text and 200 MB data - $36 Unlimited voice, text and data - $67 Biggest Advantage: Unlimited Plans Rate Plans Flash Wireless (v) Unlimited calling is based on normal, personal, non-commercial use.

46 46 Unlimited voice only - $32 Unlimited Voice and text plus 200 MB of data - $36 Unlimited voice, text, and data - $47 Rate Plans Flash Wireless (s)

47 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 Advantages Over Other Carriers Flash Wireless (s)

48 Pricing plans already include most taxes Flex Wallet - Customer receives $10 credit at sign- up for use with directory assistance, international calling, etc. –Allows no contract customers all conveniences of contract customers 48 Advantages Over Other Carriers Flash Wireless (s) & (v)

49 49 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 Customer Account Management Flash Wireless

50 50 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 Sign Up Process Flash Wireless

51

52 52 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 Sign Up Process - BYOD Flash Wireless

53 53 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 Sign Up Process - BYOD Flash Wireless

54 54 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 with instructions Sign Up Process Flash Wireless

55 55 Enter billing and shipping information Enter your and create password for online login account management Enter payment information Agree to Terms and Conditions - The Customer Must Do Themselves (Important) Sign Up Process Flash Wireless

56 56 Confirmation code – write this down for future reference Once complete, customer will receive 2 s 1.Confirmation of order 2.Activation instructions – may take up to 72 hours for customers transferring a number Flash Wireless

57 57 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 Flash Wireless

58 58 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. Important Reminders Flash Wireless

59 59 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? Nuggets Flash Wireless

60 60 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 Nuggets Flash Wireless

61 61 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 Nuggets Flash Wireless

62 62 Flash wireless is an ACN Core service which means you will receive points and residuals for life of customer Become a Flashaholic! Nuggets Flash Wireless

63 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 63


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