Overview

This guide is intended for the dmAnswers14 pro, to read before doing a dmAnswers14 Initial Setup ProTime.

We expect this guide to grow as more pro times take place, with lots of handy tips etc.

Preparation

Before starting the pro time session (it's good not to leave this until the last minute!):

Review the customer's dmAnswers14 planning form

Has the customer filled in the key information? Do you understand their requirements?

Log in to the customer's clubhouse

Review their current services to make sure they are ready to be set up with dmAnswers14

Make sure your computer is ready for screenshare/ VoIP audio

It is currently recommended that you use optimity for your internet connection

Make sure you have the join.me login credentials

Make sure you know how to operate join me, including recording the session and giving customer mouse controls.

Have a memo document open so that you can minute the wrap up and actions.

Agenda - 20 mins

Intro and sound check – 1min

Can you hear each other and can the customer see your live screen? This is a good time to turn on the recording.

Pro states objectives – 1min

 The purpose of the initial setup proTime session is to get the customer initially started with using dmAnswers14. They will probably find that they wish to review these settings after a week or so of using dmAnswers (and then on a regular ongoing basis), based on the calls theyhave received and the outcome of the agents handling them.

Pro checks prep done – 1min

Ask the customer if they have completed the prep in #1163 and ask them how they found it

Essential questions – 2 min

Ask the customer if they have any essential questions before the demo - keep it short, the best reply will hopefully be "the best way to answer that is to show you".

Intial setup demo – 5min

Set up their preferences as per their planning form.

Invite the customer to make changes – 5min

This will open up the discussion, and give them a chance to do it themselves. You can give them control of the mouse.

Wrapup, where next, any actions – 5min

Pro must minute the wrap up and actions, and send them with the meeting recording (recommended dropbox - ask the customer if they have one, or use one of DML's).

Post-session

RJW would like to know the following information, so ensure that this information is updated in SalesForce after the session:

• Why they bought
• Why now
• Which archetype are they closest to

FAQ/tips

What if the customer doesn’t know what they want?

Use standard replay default for a week and review

Establish value of calls

What is the value of a newBiz enquiry?

Is there any preselling/other improvements I can suggest?

e.g. SB12 for different kinds of calls