This guide is designed to help Microsoft and partner telesales reps prepare for, conduct, qualify, and close outbound customer calls with business decision-makers of small- and mid-sized companies.

Using this guide

GOAL: Generate enough interest for them to learn more, test drive CRM Online or download a free trial.

Topic – Sales and Service. The way people buy and seek service has fundamentally changed in this social, mobile, and always-connected world. The easy-to-adopt, easy-to-use Microsoft solution for sales and service (Microsoft Dynamics CRM Online) surfaces the right information at the right time no matter where users are so they can know more about their customers and engage with them in meaningful ways that deepen relationships and grow the business.

Key product is: Microsoft Dynamics CRM Online with Office 365 being an important complementary part of the SMB solution.

Call

Flow

Open call

Confirm you are speaking with a business decision-maker

Page 2

The “Hook”

Get the customer engaged

(first 10-90 seconds)

Wrap up the conversationAddress objections (Page 4)

Recommend that customer downloads a free trial

(Page 5)

Explore interest in Microsoft

Scenario 1

Scenario 2

Scenario 3

Page 3 Pages 4-5

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ModernBiz Microsoft Dynamics CRM Online Tele

ScriptVersion 1.0 November 2014

#modernbiz

ModernBiz Sales and Service – The Introduction

We’ve helped both sales and service teams access the information they need to be effective. These teams can easily view and prioritize sales leads, review service call history, access company intelligence, find social connections, connect with experts, and draft proposals-all from within their CRM system. Can I tell you more?

I know that a sales person's biggest challenge is time wasted trying to find information about a customer's activities. Can I tell you how we can help provide your organization a 360 degree view of your customers and prospects?

If customer challenges you (“I don’t have time” or “not interested”)

If customer is receptive (“I saw the direct proposal” or “okay”)

Hello, this is [Name] calling on behalf of the Business Productivity group at Microsoft.

I’d like to share how we’ve helped organizations like yours grow their business by improving the connections with their customers leading to more effective selling and improved customer service.

Intr

o

In the past, you may have tracked sales leads and service orders on a spreadsheet or by paper or in email messages. The Microsoft Dynamics CRM Online solution actually helps teams who talk with customers and prospects do their job – it helps them understand your customers better by providing a complete view of their activities and profile all in one place – no more flipping through different applications or looking for the handwritten notes. It helps you serve customers better and increase your sales by prioritizing the right leads and driving sales and service best practices – all from anywhere, any device.

Valu

e

Mess

ag

e

Are you more interested in improving customer insights, serving existing customers, or enabling sales, service mobility?

Check-in

Ad

vanta

ges

• Contact, opportunity, pipeline and customer service management plus workflows that allow you to drive consistent processes from team member to team member.

• Social listening (not available UK and Japan) to identify opportunities by track brand, competitors

• Social connections help you get an introduction instead of cold-calling - this brings in external data to complement what you have collected.

• Sales and service mobility; easily collaborate with your colleagues

Cap

ab

iliti

es• Microsoft solutions provide familiar user

experiences people love to help drive tangible business outcomes

• Rich analytics featuring real-time dashboards

• Unmatched value and TCO advantage• Enhanced privacy protections

or

ModernBiz Sales and Service – Detailed Call Guidance

During the introduction, the customer should have indicated whether they are more interested in improving customer insights, serving existing customers, or enabling sales, service mobility? These closely map to the scenarios below that are enabled by Microsoft Dynamics CRM Online.

C: Enabling sales, service mobility

ResponseThe Microsoft mobile sales and service solutions provide access to the information they need in the format they expect on the devices they choose.

Solution• Combining Office 365 with CRM allows

you to stay better connected to your customers.

• Access key CRM functions with a consistent user interface across devices (PC, phone, tablet, laptop) and platform (Windows, iOS, Android)

• Contact customers via email, IM, phone, video-all in a single click.

• Present simply and confidently from tablets or phones, accessing the data you need to not only look smart, but be smart.

• Work together easily by bringing together the right people wherever they are.

Probing questionMobility is a way of life for the modern professional. When employees people travel, they are often subjected to a second-rate mobile experience. How do you ensure that sales and service personnel are productive from wherever they are?

A: Improving customer insights

ResponseAccess and organize customer data so that you can stay on top of events in your customer’s business or industry. Gather relevant information about your customers to make your interactions more personal.

Solution• Automatically populate company and

contact information for target customers in CRM.

• Track buying history, service calls, sales efforts, social interactions – history of all communications across multiple channels in one place.

• Manage sales performance and service events via personalized dashboards that are easy to share and drill into for deeper insights.

• Provide a better view into sales pipeline.• Get real-time company and contact

information from over 30,000 sources.

Probing questionThe amount and complexity of data are growing exponentially. The ways your customer interacts with you are growing. Are your people able to leverage your sales management tools to discover and track opportunities?

Trek is a global leader in bicycles and related gear. Trek Bicycles deployed Microsoft Dynamics CRM Online and Office 365 to help sales representatives communicate and connect to key data, like previous retailer interactions. This helps support their sales goals. The solution provides a complete view into customer and account information. Sales reps save time gathering info for customer meetings and the solution promotes consistent global processes. C

ust

om

er

Sto

ry

B: Servicing existing customers

ResponseExisting customers demand their problems be resolved quickly. Give your team the tools to see a 360° view of customers including the history of their purchases, customer service calls and other communications. Solution• Let your entire team know what is going

on with your customers so everyone is on the same page. Your sales people want to know if there is an outstanding service incident BEFORE they call on the customer.

• Use social listening to hear what the world is saying about you. Gain insight into customer sentiment, monitor developments at top accounts, and follow competitors to spot opportunities. Microsoft Social Listening (US) is affordable and available to all your people.

• Match the people and resources needed to get customer issues resolved quickly. And track this activity in CRM.

Probing questionDid you know it is 6-7 times more expensive to acquire a new customer than keep an existing customer? Do you have the information you need to keep your current customers happy? Does everyone have the same view of a current customer’s activities?

ModernBiz Sales and Service – Objection HandlingObjection Response

We’re looking at Salesforce.com

Are you looking for a fully integrated CRM and sales and service solution?Currently Microsoft Dynamics CRM solution is the only sales and service solution fully integrated with Office 365. What Microsoft offers today:• Out of the box Office 365 integration with Outlook (UI option and auto messaging tracking), Lync (screen sharing, presence and click-to-

call), Yammer (in context), SharePoint (group and document management with versioning), Excel (dynamic worksheet updates from CRM), and Power BI (data exploration and what-if analysis).

• Microsoft Dynamics CRM Online and Office 365 share administration and authentication• Native apps for iPhone, iPad, Android, and Win8 devices• Process-guided UX within Microsoft Dynamics CRM drives to desired outcomes and is extended to mobile apps• Works with Microsoft Dynamics Marketing and Microsoft Social Listening (US), Insights from InsideView (US) adds social and business

dataSalesforce.com has future plans to integrate with Microsoft productivity tools but an availability time frame has not been released. Does sales management worry about user adoption?Microsoft Dynamics CRM has an intuitive, outcome-driven user experience that guides users through their tasks while giving them the information they need so they can stay focused, develop leads and close deals while on the device of their choice (iPhone, Windows Phone, Android phones, Win8 and iPad tablets). And you can save money by letting your people work on devices they already own.Salesforce.com offers a user experience that buries processes within records and drop downs without any out of the box process guidance for users. Salesforce.com users must frequently flip between apps and screens which is counterproductive. Do multiple teams internally collaborate together to get deals closed?Microsoft has been a leader in productivity and collaboration for decades and brings that innovation together to enable your people to work together wherever they are. Office 365 allows your people to co-author documents and view online status, so they can sell more efficiently with access to the people and resources they need, right when they need them. Salesforce.com requires flipping between apps and a social experience with Chatter that requires all users to have a CRM license to collaborate in the context of a Does your company have trust concerns?Microsoft owns and manages its own data centers around the globe. Microsoft is transparent in our datacenter operations including locations and the protections and flow of customer data so that customers understand the controls in place to secure access to their data and meet industry or government privacy standards. We stand behind our online services with 99.9% financially backed service level agreements and enterprise scalability and services designed for every size business. Microsoft is the only company whose enterprise cloud contracts are approved under the European Union (EU) privacy law.Salesforce.com does not offer comparable contractual privacy protections via European Model Clauses or SLAs.

You need to talk to the CIO about this.

I’d be happy to talk to the CIO about this — could you make an introduction? Before I speak with your CIO, I’d like to make sure you understand the business justification for a sales and service solution. Can I spend a couple of minutes going over how CRM and Office 365 solves some key business challenges for organizations like yours? <with a “yes,” go back to the scenarios on page 3.>

We don’t have direct sales.

The Microsoft solution is not just for a direct sales force. How does your company market and sell products and/or solutions? Through Partners or Distributors or Agents. This sales and service solution works just as well for them.

We don’t have budget for this type of solution

Microsoft delivers transparent pricing options without a lot of hidden costs and allows for more flexible licensing options with mix and match capabilities. With a solution from Microsoft, most of our customers are able to take more advantage of their existing technology investments. We typically see deployments pay for themselves many times over. With our SaaS offering there is no large upfront investment, only a stable and low monthly fee. Are you an Office 365 customer currently?

ModernBiz Sales and Service – Wrap up the Conversation

Thank the customer for their time. Confirm the things they were interested in. Make a note of these so they can be handed to the next resource.

Tell the customer that you recommend • Go to http://www.modern.biz for

more information• Connect with a partner to understand

the value you can achieve. Visit http://

www.microsoft.com/dynamics/marketplace-partners/findpartner.aspx/ and enter “CRM” in “Company Needs”

• Test drive with guided tour of CRM Online

Send your customer information on Microsoft Dynamics CRM Online to help them learn more about its potential for their business. Examples include:• Learn more• Take a guided tour of CRM Online

Follow-up resources for customers

Recommend next steps

Confirm Customer Needs

During this call, keep in mind the BANT criteria, but don’t push the customer on these. The next resource should qualify these:1. Budget — If you haven’t heard anything to confirm

that there is a budget, alert the partner/Microsoft resource that this still needs to be confirmed.

2. Authority — If you are talking to an owner, executive or business partner, then this should be covered. If you are doubtful, then ask who typically provides approval for projects.

3. Need — If the discussion gets to the point of a hand-off, then the need has been established.

4. Timeline — Again, hand this off to the next resource if this hasn’t been confirmed.

Qualify the opportunity

© 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.