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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.

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objectives
Objectives

By the end of this training session you will…

  • Understand why a customer would choose a Hosted Unified Communicationssolution
  • 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!
module 1
Module 1

Hosted Unified Communications

scale with business demands
Scale with business demands
  • Add incrementally or change service as business grows
  • Always provide the latest features and services
vendor consolidation
Vendor Consolidation
  • Data
  • Voice
  • Toll Free
  • Phone Equipment
  • Long Distance
  • Others…
how the service is delivered

Can be delivered “over the top” as customers can provide their own broadband connection.

Can be delivered over ANPI provided broadband services.

How the service is delivered
hosted ip pbx compatibility
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/
understanding the customer s current phone system
Understanding the Customer’s Current Phone System
  • Key Systems
    • 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.
  • 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.
    • 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 cloudor data center.
module 2
Module 2

ANPI VIP

why anpi vip
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
what does the offering include
What does the Offering Include?
  • Chargeable Services
  • Included Services
  • User/Seat Package
  • Value Added Services
  • IP Phones/devices
  • 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
    • Administrator
    • End User
  • Activation and Porting Services
  • Standard PBX Features
  • Basic Auto Attendant
customer portals https vip anpi com
Customer Portalshttps://vip.anpi.com
  • Administrator Portal
  • End User Portal
  • Modify Auto Attendant, Hunt Group and location services
  • Reset users’ passwords
  • Modify User Profile information
  • Modify any user level features and services
  • Order services and view billing
  • View Number Porting Status
  • Manage feature settings
  • Listen to voice mail messages
  • Download applications
value added optional services
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
slide19

What is a User Package or Seat?

Designed for various user types

Set of features bundled together and assigned to a user

Can be mixed and matched across an account

feature packs
Feature Packs

User Package Options

3.

2.

1.

ask the right questions
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?
slide22

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!
slide23

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
slide24

Call Forwarding

*FEATURE NOTE: Voice Mail will be left on forward to destination voice mail service.

slide30

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
slide31

Shared Call Appearance

(scenario #1)

Your line.

Another ‘business’ line.

slide32

Shared Call Appearance

(scenario #2)

Line 3

Line1

Line 2

slide34

Call Park/Call Retrieve

PARK:

*68 + extension + #

RETRIEVE:

*88 + extension + #

slide35

Call Pickup

TO PICKUP:

*98 + ringing extension

slide36

Direct to Voicemail transfer

TO TRANSFER DIRECT TO VM:

Transfer + *55 + extension

mobile clarity
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.

mobility vipresence
Mobility:VIPresence
  • 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
slide42

Mobility:

Simultaneous Ring

Mobile

Home

Office

  • Ring up to 10 devices at one time.
  • Voicemail Messages left at business VM
  • Answer Confirmation Options
mobility sequential ring
Mobility:Sequential Ring

Mobile

Home

Office

  • Ring up to 5 locations in addition to your office phone
  • Voicemail Messages left at business VM
  • Answer Confirmation Options
mobility scenarios
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?”

slide46

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)
slide47

Collaboration:

VIPresent Now

  • Access at: https://present.now.anpi.com
  • Includes:
    • Desktop and Application Sharing (one-to-one or group)
    • On-Demandor scheduled meetings
    • In meeting chat / Q&A
    • Audio Conferencing
    • Includes15 users/session, usage charges apply for additional users
slide48

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
ip phones
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
  • Phonescan be installed at the customer’s home office and have E911 supported.
suggested viprecision phones
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)
suggested viprofessional phones
Suggested VIProfessional Phones
  • Polycom VVX 400
    • 12 programmable line keys
    • Color display
    • Also compatible with the

expansion module

    • Available PoE (VVX 410)
suggested vipremier phones
Suggested VIPremier Phones
  • Polycom VVX 600
    • 16 programmable line keys
    • Color Touchscreen Display
    • Support video calling with USB camera
additional phone options
Additional Phone Options

SoundStation

5000

SoundStation

6000

VVX500

SoundPoint 335, 450, and 550 are supported and sold, but are not the recommended ANPI VIP Phone

module 3
Module 3

Account Level Features

account level features
Account Level Features
  • Included with each account
  • Add-Ons
  • Company Local DID
  • Basic Auto Attendant (1 level)
  • 1 Hunt Group for each User
  • Music On Hold
  • 1 GB of Storage per PBX
  • Corporate Directory
  • LNP Porting
  • No Activation Fees
  • Virtual Extension
  • Toll-Free Number
  • Advanced Auto Attendant
  • Audio Conferencing (excluding VIPremier User Packs)
  • Fax Line
  • Hosted Fax
  • Call Recording
slide56

?

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?
slide57

Virtual Number: Main Number (local)

- No porting costs

- Unlimited inbound

slide58

Toll-Free Number

  • Virtual Extension (includes call forwarding)
  • Additional Virtual Numbers
    • Used for…
      • Marketing in different geographies
      • Running promotions
      • Keep existing numbers
auto attendants
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.

slide65

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
business continuity tools
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
module 4
Module 4
  • Solution Selling
who to target
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
the phone bill pledge
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”

upfront contract
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”…

needs analysis
Needs Analysis
  • Used to determine customer requirementsby:
    • 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
sales presentation
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!
objection 1 we can t have all our services on the same connection because we can t be down
Objection #1: We can’t have all our services on the same connection because we can’t be down!
module 5
Module 5
  • Demos and Scenarios
when to conduct a customer demo
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.
when to conduct a customer demo1
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!

how to conduct a customer demo vip presence for desktop
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 MyRoomand 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.