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?

5 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

Up to Ten Phone Lines Competitive Rates Up to 3 Analog Lines Wireline Phone Service for Businesses Business Advantage - U.S. Available in select CenturyLink markets in: AZ, CO, ID, MN, NM, OR, UT & WA

Up to Five Phone Lines Competitive Rates Add data/fax line No Need to Switch Out Existing Equipment Bundle with High Speed Internet Wireline Phone Service for Businesses BusinessTalk - Canada Available in select areas of Ontario and Quebec

8 Digital Services Digital service translates or digitizes the voice sounds into a series of data bytes, transfers those bytes over a data pipe and then translates those digitized bytes into audible sounds at the other end. VoIP is Voice over Internet Protocol and IP Telephony is Internet Protocol Telephony. –VoIP is the digital transport vehicle i.e. how a digitized conversation goes from one location to another –IP Telephony is using Internet Protocol’s to digitize voice to take advantage of hardware and software applications Digital voice services transport your voice calls over the same data connection you use for surfing the Internet or checking instead of having a separate connection for just voice service (which is what POTS is). Why would you do this? –Cost savings by using one connection instead of multiple connections –Flexibility as you can easily add or remove digital voice lines –Efficiency is improved e.g. as you can forward calls and s virtually anywhere ACN’s DigitalTalk Express service is a digital service which means your prospective small business customer must have an Internet connection to utilize the service. 8 Digital Services Digital service translates or digitizes the voice frequencies of sound into a series of data bits and transfers those bits (ones & zeros) over an Internet connection and then convert those digitized bits into audible sounds at the distant end VoIP is Voice over Internet Protocol IP Telephony is Internet Protocol Telephony Transports voice calls over the same data connection used for surfing the Internet Benefits: Cost savings by using one connection instead of multiple connections Flexibility as you can easily add or remove digital voice lines Efficiency is improved e.g. as you can forward calls and voice mails virtually anywhere Call quality is excellent

Available in U.S. and Canada 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 business-tested solution Simple, customer self installation Digital Phone Service for Businesses DigitalTalk Express - U.S. & CA

Account Qualification Know what services are available for their location Know the pricing

Account Qualification Services

Account Qualification Pricing & Options

What’s Next? Small Business Customer Acquisition

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

Contact Center TOOLS 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