Product Training W Series

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  • Website example and scorecard as new graphics?
  • Live ecomm store
  • Your customer should be encouraged to take advantage of website modifications to perfect their site over the first 30 days. Thereafter, enjoy 60 minutes of ongoing modification month to month
  • Brochures created for the customer can typically be retrieved in electronic format by contacting the company who designed it.
  • Play call sample. Keep things LINEAR.
  • Product Training W Series

    1. 1. Training Materials W Series February 20 10
    2. 2. Learning Objectives <ul><li>Do It For Me Websites </li></ul><ul><ul><li>Product Definitions </li></ul></ul><ul><ul><li>Fulfillment Process </li></ul></ul><ul><ul><li>DIFM Sales Tips </li></ul></ul><ul><li>Ecommerce </li></ul><ul><ul><li>Product Definition </li></ul></ul><ul><ul><li>Fulfillment Process </li></ul></ul><ul><ul><li>Ecommerce Sales Tips </li></ul></ul><ul><li>Expectation Setting </li></ul><ul><li>FAQs </li></ul>
    3. 3. Do-It-For-Me Website + Marketing © 2009 The Berry Company. To be used by The Berry Company personnel only.
    4. 4. <ul><li>Comprehensive website consultation </li></ul><ul><li>Search engine optimized professional copywriting & design services </li></ul><ul><li>60 Minutes each month of ongoing Modifications support, we will make the changes for the customer </li></ul><ul><li>Submission to over 75 local directories, including Yahoo! Local, MSN Local, as well as popular Internet Yellow Pages </li></ul><ul><li>Advertising in the search results of major search engines like Yahoo!, Google, and Alta Vista </li></ul><ul><li>Submission to Google Maps, an enhanced listing with printable coupon. </li></ul><ul><li>Trackable Phone Number – toll-free or (where available) local to the customer’s area </li></ul><ul><li>Personalized domain name registration </li></ul><ul><li>Unlimited e-mail boxes </li></ul><ul><li>Internet Scorecard/Website Statistics Reporting </li></ul><ul><li>Website Self-Editing Tools – Web-based, with nothing to download or install </li></ul><ul><li>Unlimited Technical & Customer Support </li></ul><ul><li>Robust, Reliable Hosting </li></ul><ul><li>Quick turnaround – online within 10 days from completion of consultation. </li></ul>Berry Do it for Me Website Design Berry Presence is the turnkey, all inclusive bundle for small business. Berry will do it all!
    5. 5. <ul><li>Website writing and design services </li></ul><ul><ul><li>Customized to the customer’s needs </li></ul></ul><ul><ul><li>Design based on the Interview Questionnaire </li></ul></ul><ul><li>Website hosting </li></ul><ul><ul><li>Secure reliable hosting with 24/7 support </li></ul></ul><ul><li>Search engine optimized content </li></ul><ul><ul><li>Built with SEO “best practices” in mind </li></ul></ul><ul><ul><li>Search Engine Submissions - appear on the search engines </li></ul></ul>Berry Do it for Me Website Design
    6. 6. <ul><li>Personalized domain name (www.yourdomain.com) </li></ul><ul><ul><li>A new domain is selected by your customer during your Interview </li></ul></ul><ul><ul><li>Customers with existing domains can choose a new domain (recommended) or have us support their current domain. If they wish to use their current domain, the customer must provide the domain registration username and password during the interview. </li></ul></ul><ul><li>Unlimited email boxes (@yourdomain.com ) </li></ul><ul><ul><li>10GB of storage </li></ul></ul><ul><ul><li>Self-managed by the customer </li></ul></ul>Berry Do it for Me Website Design
    7. 7. Berry Webmail 10 9 500 400 100
    8. 8. <ul><li>Submission to over 75 search engines, including Google ™, Yahoo!®, AOL®, and Bing/MSN™ </li></ul><ul><li>Promote special offers to Web customers through Google™ Maps Coupon </li></ul><ul><li>Top Internet Yellow Pages directory listings like MSN™ Local and Yahoo!® Local </li></ul><ul><li>Performance tracking that measure the success of online marketing efforts </li></ul>Website Marketing Marketing © 2009 The Berry Company. To be used by The Berry Company personnel only.
    9. 9. Internet ScoreCard – Measuring Success What types of reporting can I expect? Overall Website Traffic We’ll report your overall website traffic activity by month so you can see how our promotional tools are generating customer leads to your website. Telephone Call Activity Your ScoreCard shows the call activity generated from the trackable toll free telephone number on your customer’s website. Your unique telephone number routes directly to your business telephone. Contact Form Tracking View customer contact forms generated directly from your website to your [email_address] email address. These are current and prospective customers contacting your business. Clicks Tracking Easily view all the traffic generated from your website promotional services including Internet Yellow Page Directories and Search Engines.
    10. 10. <ul><li>60 mins/month of website modification support </li></ul><ul><ul><li>Text, image or color/design changes </li></ul></ul><ul><ul><li>For first 30 days after the site is live, the customer may review site and call to make changes to their copy, add content not originally provided, and swap-out images to ensure site accurately reflects the customer’s brand and business. </li></ul></ul><ul><ul><li>The customer is provided with an online form, email address and phone number to contact the web design team. </li></ul></ul><ul><ul><li>Simple modifications can typically be handled immediately with the customer on the phone. </li></ul></ul><ul><ul><ul><li>More difficult modifications will be handled within 3-4 days </li></ul></ul></ul><ul><ul><ul><li>8am to 8pm EST customer service and modifications support </li></ul></ul></ul><ul><li>Unlimited technical & customer support </li></ul><ul><ul><li>Questions about Hosting, Email, and Domains </li></ul></ul><ul><ul><li>24/7 technical support </li></ul></ul>Berry Website Maintenance
    11. 11. Marketing – Value to Clients <ul><li> National and Local Exposure </li></ul><ul><ul><li>Professional search engine marketing experts manage the promotion of your client’s website with ongoing search engine submission </li></ul></ul><ul><ul><li>Easy Tracking of Website Traffic </li></ul></ul><ul><ul><li>Detailed performance reports that allow your customers to track their online success and search engine rankings through their Internet ScoreCard available 24/7 </li></ul></ul><ul><ul><li>Expert Consultation </li></ul></ul><ul><ul><li>Use your 60 minutes of modifications each month to manage your website—we do it all for you! Or consult with our team of internet experts and customer support representatives available to help your business grow online and keep you updated on the latest internet trends </li></ul></ul>© 2009 The Berry Company. To be used by The Berry Company personnel only.
    12. 12. Berry Do it for Me Website Design Packages Typically 60+ minutes Up to 60 images for first design Up to 20 Pages - 1 Map Page - 1 Contact Us Page - gallery pages, coupon pages also available $199.00 / mo. Berry Dominate Typically 45-60 minutes Up to 40 images for first design Up to 10 Pages - 1 Map Page - 1 Contact Us Page - gallery pages, coupon pages also available $149.00 / mo. Berry Captivate Typically 45 minutes Up to 20 images for first design Up to 5 - Up to 3 content pages - 1 Map Page - 1 Contact Us Page - gallery pages, coupon pages also available $99.00 / mo. Berry Presence Interview Images Pages Retail Price Product Description
    13. 13. <ul><ul><li>The Web Consultant will make up to 3 calls within 5 business days to engage the advertiser </li></ul></ul><ul><ul><li>The Consultant will reference the Website Information Form completed at the point of sale and expand on that during the consultation. </li></ul></ul><ul><ul><li>The interview will take approximately 45-minutes (45-90 minutes depending on package) – the longer your customer can spend with their consultant, the more personalized their website will be </li></ul></ul><ul><ul><li>The time between order submission and website delivery is typically 2 weeks or 10 business days or less </li></ul></ul><ul><ul><li>Following the interview, the Web Consultant will compile all of the interview information and submit it to the design team to design the 1 st draft of the website </li></ul></ul><ul><ul><li>If your customer would like to submit materials for the first draft of the website (e.g. logo, images), the customer should send them immediately after the interview but no later than 48 hours after the interview (materials may be added after the website publication) </li></ul></ul>Website Interview
    14. 14. Berry Websites After The Interview <ul><ul><li>Customers will receive an invitation to view the 1 st draft of the website via a Welcome Email which is sent to their e-mail address on file </li></ul></ul><ul><ul><li>During the first month of service, we want the customer to be as engaged as possible in getting their site exactly as they’d like it. Encourage your customer to make calls or e-mails to the Modifications team during this time </li></ul></ul><ul><ul><li>Each month thereafter, customers receive 60 minutes of on-demand modifications service </li></ul></ul><ul><ul><li>Websites can take up to 6-8 weeks to appear in search engine results. </li></ul></ul><ul><ul><li>Remind customers to review their Internet Scorecard as frequently as possible to review all of their website phone & e-mail inquiries </li></ul></ul><ul><ul><li>For a website to be most effective, it should be kept current with any new products & services, promotions, or other developments in their business. Customers should call in and have their sites updated regularly </li></ul></ul>
    15. 15. eWorks! XL: The Website Build 10 Days Site Designed & Built Quality Control Editor: QA SEO Test Site Published <ul><ul><li>An experienced team of experts hard at work for Belo customers! </li></ul></ul><ul><ul><li>Web Consultant Group: 45 (up to 90 for largest package) minute phone consultation to gather content and customer input for the website </li></ul></ul><ul><ul><li>Professional Design Team: Reviews information organized by Web Consultant, and selects an effective design </li></ul></ul><ul><ul><li>Experienced Copy Writing Team: Composes professional, SEO-optimized copy for website with a focus on customer conversion </li></ul></ul><ul><ul><li>Quality Review Group: Comprehensive check of customer’s site before 1 st version is published to the Internet for customer’s review </li></ul></ul><ul><ul><li>Modifications Team: On-demand modifications service - as needed for the first 30 days as 1 st design is finalized - 60 minutes per month thereafter </li></ul></ul>Interview Completed
    16. 16. Sales Tips
    17. 17. Website Probing Questions <ul><li>Common Conversation Starters for Websites </li></ul><ul><ul><li>Q: How do you promote your business now? </li></ul></ul><ul><ul><li>Q: How do you currently get new customers? </li></ul></ul><ul><ul><li>Q: How do you communicate with your current customers? </li></ul></ul><ul><ul><li>Q: If I were coming to your city, how would I find out about your business? </li></ul></ul><ul><li>Additional Sales Techniques </li></ul><ul><ul><li>Q: I was looking on Google, and wasn’t able to find [Company Name], do you have a website I can take a look at? </li></ul></ul><ul><ul><li>Q: I was searching on Google & found [competitor name] has a website they’re promoting in [local area]. Are you online yet? </li></ul></ul>
    18. 18. Features and Benefits Berry Websites Feature Benefit WTM2U Web-based Self-Editing Tool Allows you to make changes anywhere at any time You can keep your website updated Quickly and easily No more waiting for someone to update your website. You can add as many pages as you want Unlimited Server Space & Bandwidth Many customers can view your web page at any time, and you can place as much information as you would like online Add as many pages and as much content as you want or upgrade to a larger website package and we’ll do it for you! Top Level Domain Helps ensure you are found easily and helps you establish strong branding We register your choice .com, .net, .org, .info, .biz to help you establish strong branding Unlimited Domain e-mails Gives a professional impression to clients and potential customers You can organize e-mails for business purposes or use them for employees Ex. [email_address] , [email_address]
    19. 19. Berry Website Features and Benefits Feature Benefit WTM2U 60 mins of modifications We will do the work for you We can handle your website changes for you saving you time Internet Scorecard Tracking You can track all phone calls, contact us forms and visitors to ensure your dollars are being spent wisely   Toll Free Tracking Number Track all phone calls from website Never miss out on a potential customer. You can track all calls coming in to your tracking number. Find the number they called from, see missed calls, and even their location (city and state). Submit to Google, Bing and Yahoo! Website will be listed This means we will place your site to be listed in even more of the top engines. Enhanced Google Maps Feed More local exposure Customers can find your coupon listed as part of your Google Maps listing Submit to Bing Local and Yahoo! Local More local exposure We will request your site to be seen in even more local listings, giving you added local exposure
    20. 20. Responding to Top Objections <ul><li>I don’t have time for this </li></ul><ul><ul><li>Our packages provide everything for you, even ongoing changes </li></ul></ul><ul><li>I don’t have money for this </li></ul><ul><ul><li>We have many options designed to save you money and get you online inexpensively. What does your average customer spend? </li></ul></ul><ul><li>A business like mine doesn’t need a website </li></ul><ul><ul><li>Consumers expect businesses to have an online presence. Tell me more about what you do at [Company Name] </li></ul></ul><ul><li>I already have all the business I can handle </li></ul><ul><ul><li>A website can help you serve your existing clients and manage your business more effectively – freeing your valuable time </li></ul></ul><ul><li>I’ve tried a website before and it just doesn’t work </li></ul><ul><ul><li>I’ve heard that before. We’ve used the experience we’ve gained to design products that focus on the needs of small businesses exactly like yours </li></ul></ul>
    21. 21. Internet Statistics That Sell <ul><li>With gas prices climbing and consumer discretionary income declining, millions of Americans turned to online coupon sites for better deals on their retail purchases. The top gaining category in May was online coupon sites – with 34.7 million visitors. (Web Creator Plus includes Google Coupon) </li></ul><ul><li>--comScore, May 2009 </li></ul><ul><li>More than ½ of US households have broadband Internet access, 81% have a PC, and ½ of those have more than one PC. </li></ul><ul><li>--Forrester Research, 2008 </li></ul><ul><li>74% of US adults use the Internet, up from 46% in 2000. 93% of teens 12-17 use the Internet, up from 73% in 2000. 87% of parents of teens go online. </li></ul><ul><li>--Pew Internet Research, 2009 </li></ul><ul><li>9.4 billion searches were conducted in the top search engines in May 2009, with Google capturing over 63% of the total volume. Directly behind Google was Yahoo! (17%), and MSN (9.4%). </li></ul><ul><li>--Nielsen Online, June 2009 </li></ul><ul><li>While either at home or at work, the average person in the US visits 104 different domains, and views 2,352 different Web pages each month. </li></ul><ul><li>--Nielsen Online, June 2009 </li></ul><ul><li>89% of consumers making in-store purchases in key retail categories have conducted online research prior to purchase. </li></ul><ul><li>--BIG Research, 2007 </li></ul><ul><li>According to eMarketer, 152 million individuals ages 14 & above will shop online in 2009. That means almost 9 out of 10 Internet users will browse, research, or compare products online this year. </li></ul><ul><li>A study of US Internet Users revealed that 57.6% of them had engaged in local search. </li></ul><ul><li>--eMarketer, 2006 </li></ul><ul><li>Local searches comprise 12% of all searches on the Top 5 portals. </li></ul><ul><li>--Yellow Pages Association (YPA) study conducted by comScore, March 2009 </li></ul><ul><li>Healthcare, Nielsen Online </li></ul><ul><ul><li>83% of online adults have turned to the Web for health information. </li></ul></ul><ul><ul><li>57% of people seeking health information online say that the information had an impact on their own health care or the way they care for someone else. </li></ul></ul>
    22. 22. <ul><li>Sell to customers who: </li></ul><ul><li>Do not currently have a website </li></ul><ul><li>That are currently attempting to build a website themselves </li></ul><ul><li>Have a website which does not professionally represent the business </li></ul><ul><li>Who are unhappy with their existing websites or cannot update it </li></ul><ul><li>Need to pay a designer for changes and update to the website </li></ul><ul><li>Have an existing website which is not optimized for search engine results </li></ul><ul><li>Have a strong need/desire to drive traffic to their businesses through online channels and advertising efforts </li></ul><ul><li>Do not sell to customers who: </li></ul><ul><li>Have the need for a database driven site </li></ul><ul><li>Need ecommerce functionality </li></ul><ul><li>Have an existing robust site with which they are happy </li></ul><ul><li>Additional tips… </li></ul><ul><li>Evaluate your customer’s existing website if they have one. Is it working? Does it look professional? Can you find it doing an online search? </li></ul>How to Sell Berry Websites © 2009 The Berry Company. To be used by The Berry Company personnel only.
    23. 23. Berry Website Order Process <ul><ul><li>When you have a customer that is purchasing : </li></ul></ul><ul><ul><ul><li>Confirm with the customer that they would like to proceed </li></ul></ul></ul><ul><ul><ul><li>Complete the Website Interview Form with the customer </li></ul></ul></ul><ul><ul><ul><li>Explain to the customer that he is the best representative for his company and the only person that should complete the interview and be responsible for changes, etc. </li></ul></ul></ul><ul><ul><ul><li>Customer should understand that a website is an ever-evolving representative of his company. Please encourage the customer to stay engaged. </li></ul></ul></ul><ul><ul><ul><li>Promote making changes and perfecting the website during the first 30 days. The first publication is built based on the initial interview. </li></ul></ul></ul>
    24. 24. Ecommerce
    25. 25. eCommerce Process <ul><li>Store will be designed after website is completed </li></ul><ul><ul><li>An eCommerce specialist will contact the customer to conduct an eCommerce interview and design the store </li></ul></ul><ul><ul><li>Customer will need to setup payment gateway and merchant account </li></ul></ul><ul><ul><ul><li>The eCommerce specialist will work with the customer and QBMS to set up payment gateway and merchant account </li></ul></ul></ul><ul><ul><ul><li>If customer does not want QBMS then the eCommerce specialist will provide a list of alternatives, and customer will be responsible for completing the setup </li></ul></ul></ul><ul><ul><ul><li>The specialist will collect the information on the 1 st product and add that to the store and publish </li></ul></ul></ul><ul><ul><li>Customer will submit store/product info at www.storeinfo.berrycompanyonline.com </li></ul></ul><ul><ul><li>We will set up the first 25 products with product info provided by the customer </li></ul></ul><ul><ul><li>Customer will be responsible for adding additional products to store once complete, or can purchase an upgrade option to have products added on their behalf </li></ul></ul><ul><li>Definitions </li></ul><ul><ul><ul><li>Store = Online presentation of products </li></ul></ul></ul><ul><ul><ul><li>Payment Gateway = Secure payment information transmission </li></ul></ul></ul><ul><ul><ul><li>Merchant Account = Payment processor that processes credit cards and deposits funds into business banking account </li></ul></ul></ul>
    26. 26. Key Features & Benefits <ul><li>Shopping Cart is one of best and easiest to use eCommerce solutions in the industry </li></ul><ul><ul><li>Seamless </li></ul></ul><ul><ul><ul><li>Completely customizable look & feel/layout (to match any site) </li></ul></ul></ul><ul><ul><ul><li>User-friendly Search by Keyword, Price Range, or Category </li></ul></ul></ul><ul><ul><ul><li>Unlimited number of products </li></ul></ul></ul><ul><ul><ul><li>Easy 2-step checkout process for customers to maximize conversion </li></ul></ul></ul><ul><ul><ul><li>Real-time Domestic & International Shipping calculations from FedEx, UPS, USPS, DHL, and Canada Post </li></ul></ul></ul><ul><ul><ul><ul><li>Flat Rate, Weight, Order, Quantity, or Product Specific </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Customers have the ability to offer free shipping </li></ul></ul></ul></ul><ul><ul><ul><li>Integrated with over 65 payment processors </li></ul></ul></ul><ul><ul><li>Secure </li></ul></ul><ul><ul><ul><li>SSL Encryption on Store Front, as well as checkout </li></ul></ul></ul><ul><ul><ul><li>Industry leading security standards - PCI/CISP Certified </li></ul></ul></ul><ul><ul><ul><li>Monitored by McAfee Secure and HackerSafe </li></ul></ul></ul><ul><ul><li>Manageable </li></ul></ul><ul><ul><ul><li>Full access, user-friendly order management </li></ul></ul></ul><ul><ul><ul><li>Reporting on sales and visitor-to-sale conversion analytics </li></ul></ul></ul><ul><ul><ul><li>Ability to Export to Excel, QuickBooks </li></ul></ul></ul><ul><ul><ul><li>No Software To Install </li></ul></ul></ul><ul><ul><ul><li>Easy-To-Use Web Dashboard for Account Management </li></ul></ul></ul><ul><ul><ul><li>Store Front and Product Catalog </li></ul></ul></ul>
    27. 27. Shopping Cart Features <ul><li>Simple Two-Step Checkout Process </li></ul><ul><li>Search by Keyword, Price Range, or Category </li></ul><ul><li>Real Time International Shipping Calculation from FedEx, UPS, USPS, DHL, and Canada Post </li></ul><ul><ul><li>Calculated Shipping Based On Flat Rate, Weight, Order, Quantity, or Product Specific </li></ul></ul><ul><ul><li>Offer Free Shipping On Certain Items </li></ul></ul>
    28. 28. Payment Features <ul><li>Accept Online Payments </li></ul><ul><ul><li>All Major Credit Cards, Checks, Debit Cards </li></ul></ul><ul><ul><li>PayPal </li></ul></ul><ul><ul><li>Multiple Currencies </li></ul></ul><ul><li>Integrated Support For Over 65 Payment Gateways </li></ul><ul><ul><li>QuickBooks Merchant Services, Authorize.net, Bank of America, Heartland Payment Systems, PayPal, and Many More! </li></ul></ul><ul><li>Offline Payment Options Available </li></ul>
    29. 29. Payment Processors  2CheckOut.com*    Authorize.Net or eCheck.Net    Bank of America  Beanstream    BluePay    BLUEPAY2    Concord EFSNET    Cybercash    CyberSource**    DPI    Echo    eCommerce Exchange (ECX)    Epoch/Paycom    EPP/GoRealtime    eProcessing Network    EPS SecureNet    EWAY    Fast Transact    FirePay    Heartland Payment Systems    IntelliPay    Internet Secure    IONgate    iTransact    LinkPoint / YOURPAY    MCPS    Merchant Partners    MONERIS    Moneris 2.0    NetBanx    NetBilling    NETWORKMERCHANTS    PARADATA    Payflow Link*    Payflow Pro*    Paymentech    PAYPAL*    PayReady    PayStream    PaySystems Pro (RevEcom)    PlanetPayment    Plug n Pay    PRIGATE    Processing Net    PROTX    PROTXCA    PSiGate    PSIGATEXML    QuickBooks Merchant Services    Right Connect    SecurePay    SHIFT4    SkipJack    StrataPay    SUREPAY    TrustCommerce    USA EPAY    uSight    Veri Payment    ViaKlix – 2    ViaKlix (Nova)    Virtual Merchant    VirtualCard    WorldPay*    WorldPay Invisible * Does not integrate with our recurring billing system ** Requires $49 setup fee for key generation
    30. 30. Security Features <ul><li>Secure SSL Certificate Encryption Protected </li></ul><ul><ul><li>Both on your new store front and throughout the checkout process </li></ul></ul><ul><li>Certified PCI (Payment Card Industry) Solution </li></ul><ul><li>Certified CISP (Cardholder Information Security Program) Solution </li></ul><ul><li>Monitored by McAfee Secure and HackerSafe </li></ul>
    31. 31. Product Details and Reporting <ul><li>Product Management </li></ul><ul><ul><li>Set Up Products, Categories, Coupons </li></ul></ul><ul><ul><li>Custom Tax and Shipping Tables </li></ul></ul><ul><ul><li>First 25 product-setup is included with purchase </li></ul></ul><ul><li>Full Access Order Management </li></ul><ul><ul><li>Easy access to full order and customer information </li></ul></ul><ul><ul><li>Order-Based Discounts </li></ul></ul><ul><ul><li>Process Refunds </li></ul></ul><ul><ul><li>Printable Invoices </li></ul></ul><ul><li>Built-In Reporting </li></ul><ul><ul><li>Up-to-the-minute sales reporting </li></ul></ul><ul><ul><li>Advanced conversions (visitor-to-sales) analytics </li></ul></ul><ul><li>External Reporting </li></ul><ul><ul><li>Easily export order data, customer information, and other valuable data to Excel or QuickBooks </li></ul></ul>
    32. 32. Sales Tips
    33. 33. Target Market <ul><li>Add Ecommerce if </li></ul><ul><ul><li>Customer has a retail store </li></ul></ul><ul><ul><li>Customer sells products or services </li></ul></ul><ul><ul><li>Customer wants to expand reach to beyond local area, or is looking for new channels to generate revenue </li></ul></ul>
    34. 34. Probing <ul><li>Common Conversation Starters for eCommerce </li></ul><ul><ul><li>What kind of help or services are you interested in? </li></ul></ul><ul><ul><li>What type of products are you selling? </li></ul></ul><ul><ul><li>How many products do you have? </li></ul></ul><ul><ul><li>Do you currently have a shopping cart? </li></ul></ul><ul><ul><li>Have you thought about adding a shopping cart? </li></ul></ul><ul><ul><li>Are you looking for new sources of revenue in the current economic climate? </li></ul></ul><ul><ul><li>How can your customers find out about you during off hours? </li></ul></ul><ul><ul><li>Do you, or have you thought of selling your product outside of the [City Name] area? </li></ul></ul><ul><ul><li>What would expanded store hours do for your business? </li></ul></ul><ul><ul><li>What type of strategies are some of your competitors using to attract business? [lead-in to broadening market area, product availability] </li></ul></ul>
    35. 35. Features and Benefits eCommerce Feature Benefit WTM2U? Customizable Matches your website Site visitors will have a seamless experience Searchable Customers can find products by keyword, category, or price More sales because customers can easily find products Secure SSL Encryption PCI/CISP Certified, McAfee Secure Monitoring You can rest assured your data, and your customers’ data is safe Manageable Full access to user-friendly order and store management and reporting; ability to export to excel, QuickBooks You can always keep your online storefront up to date
    36. 36. Sample Presentation Flow Value Proposition Sales: Have you thought about adding a shopping cart to expand sales outside of your local area? Customer: Yes, I’ve considered it. Sales: Introduce Value: We can customize an online store for you to match the look and feel of your websites within 5 days of your site being published! It’s fast and easy. You just have to tell us what you want to sell! Sales: What type of products are you selling in your store? Customer: Children’s clothing Sales: Introduce Value: Customers can find products by keyword, category, or prices, so you could set up categories for girls, boys, sizes, seasons, etc. Conversion is higher when stores are that easy to navigate .
    37. 37. Responding to Top Objections <ul><li>I don’t have time for this </li></ul><ul><ul><li>Our packages provide everything for you, even ongoing changes </li></ul></ul><ul><li>I don’t have money for this </li></ul><ul><ul><li>We have many options designed to save you money and get you online inexpensively. What does your average customer spend? </li></ul></ul><ul><li>A business like mine doesn’t need a website </li></ul><ul><ul><li>Consumers expect businesses to have an online presence. Tell me more about what you do at [Company Name] </li></ul></ul><ul><li>I already have all the business I can handle </li></ul><ul><ul><li>A website can help you serve your existing clients and manage your business more effectively – freeing your valuable time </li></ul></ul><ul><li>I’ve tried a website before and it just doesn’t work </li></ul><ul><ul><li>I’ve heard that before. We’ve used the experience we’ve gained to design products that focus on the needs of small businesses exactly like yours </li></ul></ul>
    38. 38. Objection Handling Addressing Objections Sales: Have you thought about adding a shopping cart to expand sales outside of your local area? Customer: Yes, I’ve considered it. Sales: Introduce Value: We can customize an online store for you to match the look and feel of your websites within 5 days of your site being published! It’s fast and easy. You just have to tell us what you want to sell! Objection: I just can’t afford it right now. Sales: Of course you can. Let’s do the math on if you make just 2 online sales per month. Discuss ROI Sales: What type of products are you selling in your store? Customer: Children’s clothing Sales: Introduce Value: Customers can find products by keyword, category, or prices, so you could set up categories for girls, boys, sizes, seasons, etc. Conversion is higher when stores are that easy to navigate . Objection: I don’t have time do mess with creating an online store Sales: We do it all for you. All you have to do is spend a few minutes with our ecommerce specialist, tell us about your products, and we’ll have you up and running 5 days after that consultation.
    39. 39. Expectation Setting
    40. 40. Prepare Your Advertiser <ul><li>What your customer should know about the Interview: </li></ul><ul><li>The time between order submission and website delivery </li></ul><ul><li>When to expect a web consultant to call </li></ul><ul><li>What to expect from an interview call (i.e. length, discussion points, dns transfer information) </li></ul><ul><li>First publication of the website is considered a draft. The look and feel of a site can be modified during modifications, as well as images and content </li></ul><ul><li>Site may take 6-8 weeks to appear in search engine results. </li></ul><ul><li>The benefit of the trackable telephone number is the ability to measure ROI on the website. Customers should be discouraged from using the number on business cards and print materials as results will be skewed. Also, it cannot be taken with them, if the website is cancelled. </li></ul>
    41. 41. <ul><li>Documents should be in electronic format and the information easily extracted (i.e., can information be copied/pasted)? </li></ul><ul><li>Some easily accepted file types for data extraction are Word, a convertible PDF, email, text file, etc. </li></ul><ul><li>Customers who have scanned/non-convertible PDFs, images of content documents, etc. should retrieve the electronic format of these files.*** </li></ul><ul><li>***Heavy transcription risks SLA and is not supported. </li></ul>Prepare Your Advertiser Ask your customer about their materials Providing content from brochures, marketing materials, and previous print ads help to customize websites and provides great insight into your advertiser’s company for our designers. When discussing your advertiser’s materials, please keep in mind the following guidelines.
    42. 42. <ul><li>Image Selection and Scanning </li></ul><ul><ul><li>Choose images that compliment the business and the story about the products, services and core focus </li></ul></ul><ul><ul><li>Avoid using clip art </li></ul></ul><ul><ul><li>Original images are best as they are the highest quality and typically a clear image file without distortion </li></ul></ul><ul><ul><li>Images that are faxed, or copies of images that are faxed, are not of acceptable quality to be used on a website. </li></ul></ul><ul><ul><li>Ensure that scanned images are scanned at the highest resolution setting possible to ensure a clear digital image without any fading or fuzziness. </li></ul></ul><ul><ul><li>Image Format, Size and Resolution: Minimum size of 150 x 150 pixels*Formats include JPG and GIF. Image file sizes should be less than 600kb per image. The smallest image accepted is 150 pixels height by 150 pixels width. </li></ul></ul><ul><ul><li>We will crop and resize images if needed </li></ul></ul><ul><ul><li>Images which need to be sent snail mail, require photoshop editing, etc. require additional time, can delay site production, and may require additional fees to complete. </li></ul></ul>Ask your customer about their materials. Adding images of the customer’s office, team, products, and/or services adds a visual element and customized dimension to your advertiser’s website. To ensure that we are able to use your advertiser’s images on the website, please remember the below image guidelines. Prepare Your Advertiser
    43. 43. Selling Points for Top Verticals
    44. 44. Unengaged Process <ul><li>Unengaged sites will be built using sales-collected content submitted with order </li></ul><ul><li>Unengaged customers who own their own domain: A new domain will be chosen for them and their site published. This eliminates the risk of customer’s current site being taken down and losing any current emails. </li></ul><ul><li>Once customer becomes engaged we will help them transfer DNS of their original domain </li></ul><ul><li>if customer calls Berry to re-engage (wishes to continue), LIM will transfer customer to Vendor 800 number and provide customer the correct IVR option for MODIFICATIONS department ( and not Web Consulting for an interview ). </li></ul><ul><li>**Unengaged Status is reported through the escalation channel. Sales is encouraged to reach out to their advertisers and persuade them to be engaged in website revisions. </li></ul>
    45. 45. FAQs <ul><li>Can our eCommerce solution support payments from renters to landlords? </li></ul><ul><ul><li>1SC is setup using a checkout experience. I.E. You go to a store, view products, add a product to your cart, and checkout. However, the property owner could have a Pay Now Pay Pal button for rent if he would like to do it that way. The renter would be responsible to paying the correct amount. </li></ul></ul><ul><li>Can customers use an existing merchant account that they use for on-site sales? </li></ul><ul><ul><li>If a customer already has a merchant account that they use for in-store processing, it should be able to be used with the ecommerce product. Similarly, if a customer already has a payment processor relationship with a compatible processor, they may also use that. Our ecommerce web consultants will ask this question during the ecommerce interview. </li></ul></ul><ul><li>Can retailers use WC+ and eCommerce as their primary &quot;store&quot; to process all sales (both on-site and web) ) </li></ul><ul><ul><li>If they have a computer at their physical location, they could theoretically enter orders through their shopping cart to process the payment. However, they should check their payment processor agreement to verify this is allowed. </li></ul></ul><ul><li>Can ecommerce customers sell downloadable files? </li></ul><ul><ul><li>Yes </li></ul></ul><ul><li>When a sale is made on a customer’s eCommerce platform, will the buying customer receive an email confirmation at point of sale, and will the selling customer receive a confirmation letting them know a sale went through?     </li></ul><ul><ul><li>Yes to both. Store Owners are notified via e-mail when they receive an order; customers that purchase will also receive an e-mail.  Store Owners have the additional benefit of being able to customize these outbound customer notifications with their own messaging. </li></ul></ul><ul><li>Can customers that purchase eCommerce sell products internationally? </li></ul><ul><ul><li>Yes, the platform supports multiple currencies and real-time shipping calculations from the major shippers </li></ul></ul><ul><li>Can music be added to the site? </li></ul><ul><ul><li>Yes. We can add all file types (except those that are executable; i.e. .exe, .com, .bat). For sound files to be most effective on a website, they need to be in a web-ready format. While there’s no stated hosting limits for the website, we highly encourage customers to limit the amount of information on the website for usability purposes. In other words, even though you can technically host a 2-hour commercial on your website, it will slow the download time for viewers </li></ul></ul><ul><li>How customizable is eCommerce for each product?  For example, if a browser clicks on a product, can you show different configurations / colors? </li></ul><ul><ul><li>Any product can have up to 3 attributes (colour) and each attribute can have several options (red, blue, green, etc.). Each option within each attribute can affect the price of the item by either adding or subtracting from the main item’s price. </li></ul></ul><ul><li>Is the web Creator with eCommerce compatible with Account Software? </li></ul><ul><ul><li>Sales data can be exported to Excel, but there is no official “integration.” </li></ul></ul>
    46. 46. FAQs <ul><li>Does Web Creator have MLS? </li></ul><ul><ul><li>Matrix does not currently have a widget for an MLS Listing dBs. </li></ul></ul><ul><li>Can my customer have a dedicated server? </li></ul><ul><ul><li>We offer a shared environment, and not a dedicated environment. </li></ul></ul><ul><li>Can customers setup weekly / monthly alerts or reports on site performance (in addition to the reporting they can access proactively on their own)? </li></ul><ul><ul><li>The scorecard and statistics reporting require proactive access from the customer. </li></ul></ul><ul><li>Is there an e-mail address that reps can ping to get updates regarding website statuses? BERRY </li></ul><ul><li>What if my customer does not like the site which was published? </li></ul><ul><ul><li>The website is an ongoing project for the life of the product. The first website is a draft, which is published online, but is not intended to be the final website.  Customers should be encouraged to work hand-in-hand with our web consultants to tweak the site to their liking. We are consultants and not 1-stop developers. </li></ul></ul><ul><li>Will customers using the trackable phone number be able to see the caller’s ID on their phone even though it is routed through our trackable line?  </li></ul><ul><ul><li>Absolutely. It will appear with Caller ID information as any other call would. </li></ul></ul><ul><li>Can websites be setup in Spanish? (or any other languages)? </li></ul><ul><ul><li>This is not currently offered. </li></ul></ul><ul><li>Is there a way for one page of the website to be password protected so that only certain individuals can have access? </li></ul><ul><ul><li>We do not offer password protection at this time. </li></ul></ul><ul><li>My advertiser’s site was built unengaged and he now wants to make changes. What should he do? </li></ul><ul><ul><li>The advertiser should call our modifications line to make updates to his site. </li></ul></ul><ul><li>Why is it important to be PCI/CISP compliant? </li></ul><ul><ul><li>The Payment Card Industry Data Security Standard (PCI DSS) is a set of standards developed by the major credit card companies to ensure that strong requirements are in place to protect credit card data security.  Businesses that accept credit cards must be PCI compliant, or risk losing their ability to process credit card payments.  Our online store product gives customers the tools that they need to ensure that their technology solution meets these requirements. </li></ul></ul>

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