Advanced Customer Acquisition

“The Process”

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

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

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Leaders Do Your HomeworkMore 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!

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:

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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

Short-Term Goal:15+ customer points (1st 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 pointsA leader in the hunt for TC, RD, RVP, SVP - 100+ Points is a must!Allows you to maximize Compensation Plan

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

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

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

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

Referrals and Everyone Else - Warm Market

Always ask QuestionsWho 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

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

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

Digital Phone Local & 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

FAVORHELPTRY

People will become your customer quicker to support you than if you try selling them on the services

Customer Approach

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

MARCH TO A MILLIONFollow our progress…

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%

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

“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

“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

• Answer The Question• Ask For The Favor

How to Handle Green Apples

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

Ask for the Favor

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

• 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

The ProcessFlash Wireless Customer Acquisition

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• 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

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• 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

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• 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

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• Make sure phone is charged

• Have Flash Customer Service number handy: 1-888-226-2141

• Customer must have an email address – easy to get a free one through gmail, etc.

Key Points

Flash Wireless

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• 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

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• 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

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• 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

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• 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

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• 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

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Points and commissions for the life ofthe customer forever as

long as they are paying their bill ☺ $$$$$$$$$$!!

Flash Wireless

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• Purchase equipment online with no contract – must pay for phone during checkout

• Bring current number with you or get a new number

Flash Wireless

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• 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.

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• 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.

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• 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)

• 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

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Advantages Over Other Carriers

Flash Wireless (s)

• 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

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Advantages Over Other Carriers

Flash Wireless (s) & (v)

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• 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

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• 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

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• 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

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• 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

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• 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

Sign Up Process

Flash Wireless

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• 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)

Sign Up Process

Flash Wireless

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• 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

Flash Wireless

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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

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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

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• 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

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• 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

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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

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• 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

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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