Customer Surveys

Robert & Diana OlivanRegional Directors

We Offer Services People not only need, But CAN’T LIVE WITHOUT!

Brands Everyone Knows, Trusts & Uses!

All we have to do is learn HOW our customers think!

Why do people get or change these services?

• Home Phone?

• Cell Phones?

• Aircards/Mifi’s?

• TV?

• Home Security?

• Internet?

• Video Phone?

• Business Phones?

• World Mobile?

• Technical Support?

• Gas & Electricity?

5 Types of Customers1. The Money Savers2. The Dissatisfieds3. The Upgraders4. The New Accounts5. The Favors

Surveys Are The Fastest Way To Gather Customers

1. Do people like to be sold?

2. Do people like to be sold by their best friends & family?

3. Is the average person technical?

4. Do people like to feel important?

5. Do people like to help other people?

Why is ACN Different?Why do Surveys?

The Fast Track to Success• If you want 40 pts… Get 40 surveys!

• The key to your residual income is only 40 Surveys away… What are you waiting for?

• The person who tries to help the most people will be the person with the most customers… WHY NOT YOU?

• Carry 20-50 Blank Surveys with You Always

Surveys• Information Gathering Tool• The Fastest Way To Learn Your Marketplace• The Fastest Way To Learn ACN Services• Think of Surveys as a “Lead Sheet”• Provides Future Business• The Survey Tells a Story• Help You Become Their “Home Service

Consultant”

When Should You Take a Survey?

• As a Training Opportunity

• Before Every PBR

• At Every Launch

• When Talking To Friends/Family/Neighbors

• Around The Office/Neighborhood

• When You Are Not Recruiting

• At Every Opportunity

I need a FAVOR… (tell them why)

Would you please HELP me with a SURVEY!

FAVOR, HELP, WHY… SURVEY

Hi ____, Do you have a minute?

Can you do me a HUGE FAVOR? (Wait for response-be quiet)

As you know………state your “WHY”

(Example: We lost our retirement and had to spend the kid’s college fund and we found a way to get it back, but we need your help- and we are so excited about how this can help us out! –remember to end on a POSITIVE NOTE!)

I need a Favor, Help me with a Survey!

I just started my new business and it’s a Telecom business. Right now I am in TRAINING. I have no idea what I am doing & I need your help!(If experienced: I am currently doing some NEW Market Analysis & I need your help!)

Can we spend just about 3 min. so I can ask you a few questions about the SERVICES that you are using & approximately how much you are spending? This is really going to help me learn my new business!

(Pull Out A Survey)

Who is your cell phone carrier? Approx. how much are you spending? How many phones on the plan?

Do you have a home phone? Who is your carrier? Approx. how much are you spending? (If it’s bundled with other services, get the total price for services bundled.)

Who do you have for Internet? How much are you spending?

Who do you have for TV? How much are you spending?

Do you have Home Security? How much are you spending?

How long have you been paying for cell phones, Home phones, Internet, TV & home security? (Looking for an average amount 5 or 10 years.)

Add up monthly, annual & lifetime budget (i.e. $300 month x12 months=$3600 year x 10 years = $36,000)

Oh yeah, one last thing… How much (on average) are you paying for PG&E?

A Favor for a favor…Thank you so much for your time… I really

appreciate it! What I’m going to do is take this back to my trainers where they will show me how all of this comes together. You have no idea how much this is going to help me out! I can’t thank you enough!

By the way… If I do happen to find some sort of value, some sort of benefit or cost savings… would you even want to hear about it?

I think I found something… plus this is perfect timing!I’m just a few customers away from a major promotion that will really help us right now! I need to qualify tonight by midnight… Would you do me a HUGE FAVOR, and become my customer? This is SO IMPORTANT! It would really make a big difference for me and my family.

THE FOLLOW UP CALL - FAVOR

If they hesitate:

Listen, I am not sure if you understand how huge this

is. It is so important for me to gather you as a

customer-- just consider TRYING my service – I can

come over tomorrow and wash your car, or I will

MOW YOUR LAWN--- I’ll EVEN BAKE YA SOME

DYNAMITE CHOCOLATE CHIP cookies right now!!!

• DO YOU LOVE YOUR CARRIER/PROVIDER?

• 3 Types Of Customers

1. People who LOVE their carrier

2. People who HATE their carrier

3. People who just DON’T CARE

• Learn about the industry from your customers!

Advanced Training

Advanced: Follow Up Questions for Future Customers

How long have you had… (Carrier)?When did you last purchase your cell phone?Do You LOVE them?Why do you love, hate, don’t care about them?Have you ever thought about getting home security (aircard, etc.)?

Would you let me help you when you do?How old are your kids? I can hook you up!That’s a great question… let’s call the expert! (Put them on the

phone with ACN wireless, TV, ADT, etc.)The next time you go to upgrade your cell phone, can we at least

look at my website… would it be ok with you if we got the credit rather the store?

• The Compound Effect – 1 survey/1 Demo a day

• 5 days/week = 5 surveys/demos

• 4 weeks/month = 20 surveys/demos

• 10 months/year = 200 surveys/demos

• Average 3 services per survey = 600 services

• What if you taught your team to do 1/day?

• DO IT NOW!

Customer AcquisitionCustomer Acquisition

Simple Disciplines repeated over time lead to massive success…

Video Phone Customers

CARRY

DEMO

DISPLAY / SURVEYS

EVERYDAY!

The Person Who Talks To The Most People Has The Most Opportunity

Current & Future

Opportunities

• Customers can save up to 40% off their monthly bill

• Video Phones available

Target Customer

Small businesses with:- Between 3 and 50 employees- Multiple locations

2-4 lines =3 points

5-9 lines =4 points

10+ lines =5 points

Digital Phone Service

Mobile Phone Application

Benefits• Make domestic calls without

incurring charges

• International calls at lesser rates than mobile phone providers