The Faucet of Knowledge

Hosting Sales and Support Training

Day 6

Day 6 was an introductiopn to microsoft 365 and all of its products. We went over the features and functionality of the program as well as who would benefit the most from each specific one. We discussed DNS and how it relates to email

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Tab Content

1.) Sender Sends mail

2.) Mail server sends Mail to ISP

3.) ISP Determines where to send your mail

4.) The sending and receiving mail servers check message for spam

5.) The receiving Mail server receives mail

    • Describe the benefits of using Office 365 and Online Bookkeeping
    • Ask advocacy questions about Office 365 and Online Bookkeeping
    • Differentiate between Office 365 and WorkSpace plans
    • Explain how email works
    • Describe DNS as it relates to email
    • Review Setting Expectations
    • Describe the benefits of using Online Bookkeeping
    • Set up Online Bookkeeping
    • Define Presence in the Product Roadmap
    • Define hosting
    • Email
    • Office 365
    • WorkSpace
    • Presence
    • Hosting

Email explained

Compose Email and hit send

Susan's ISP takes the mail from Susan's server who then delivers it to Gary's mail server

Gary's Email Service Pulls the email off his mail server

Email

Email Sever Settings

Incoming Mail

Post Office Protocol

Pop

Emails received VIA Pop can only be viewed on that specific web mail or client. it was received on Ideal if that was the only option or for testing

Internet Message Access Protocol

Imap

Free us from the limits of sending and reciging email from a single client IMAP allows you access any Email Client or webmail server from any device

Email Sever Settings

Outgoing Mail

Simple Mail transfer Protocol

SMTP

Is used to send email from email client to email server. SMTP uses the recipients emaill address and Email Domain server

Email Uses DNS TOO

Sender Sends Mail

Feature

ISP

Mail is then sent to your ISP

Name Sever W/ MX Record

Your ISP determines where to send your mail using the emails address and domain

Firewall

The sending & Recieving Mail server check the message for spam

Recieving Mail Server

Add some text here to describe your services to the page visitors.​

Reciepient Recieves Mail

Add some text here to describe your services to the page visitors.​

Sample MX Record

Girltanogo-com.mail.protection.outlook.com

Free Email

  • Web Based
  • Commenly Accepted
  • No renewals
  • "eg. @google.com"

Domain Based Email

  • Web Based
  • Commenly Accepted
  • More Professional
  • "eg. @yourdomain.com"

Domain Based email

9 x's

More Likley to choose your business

What are the steps in sending an email? Susan is sending an email to Gary. Put the following steps in the correct sequence. There are 6 steps, so you should place 1 through 6 in the boxes below.

  • 1.) Susan types up an email and clicks Send
  • Gary receives his email and reads it
  • When Susan's Mail Server has the MX record for Gary's domain, it sends the email to Gary's Mail Server
  • Susan's Outlook client sends the email to her Mail Server
  • Gary's Mail Server finds his account and sends him the email
  • Susan's Mail Server does not house the domain for Gary's email, so it does a DNS lookup to get the MX record for his domain

Answer the following questions for the different Office 365 Apps:

  • What is it?
  • How does it benefit the customer?

Teach Back


Your calendar in Outlook Web App lets you create and track appointments and meetings. You can create multiple calendars, link to other people’s calendars, and even share your calendar with other people in your organization.

Everyone in business should have access to a shared calendar for event and meeting collaboration

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Organizing numbers and information, supports functions

People who have  a need to crunch numbers or compile data would benefit from this application

Toggle Content

Cloud based storage

file sharing

MileIQ is a mileage-logging service that takes the hassle out of capturing, organizing and reporting the deductible and reimbursable miles you drive. The MileIQ app runs in the background on your smartphone, recording every drive automatically and saving them to the cloud. With a premium subscription from Office 365, you can log unlimited drives every month.

 

Giant Notepad that you can share with other users

Rolodex

Contact management system

One system to keep all contact informationm

 

Organize new plans, assigns tasks

Toggle Content

Slideshow presentation software. uses dynamic visual effects

Collaborative platform for Ms office to allow many people to access information

PResentation program designed for quiker build times

Organizes task, like a planner

Toggle Content

Graphical word processor program

Toggle Content

Great for sharing files notes webinars

Sets  up quizzes, Essays, Surveys,. Export to Excel

Create and manage worksheets, files and Communicate with team

A way to set up appointments and tie it to your work calendar,

Used for sending and receiving invoices

Office 365 Scenarios

Stephanie

Go Daddy Customer

Part 1

 

Stephanie is a GoDaddy customer. You have already greeted Stephanie, asked her how you can help, and confirmed that she has validated into the account.

Stephanie: “I bought a domain with GoDaddy, and I am not sure what I’m supposed to do now. Also, someone told me I should have privacy. I’m not sure what that is.”

You: “Got it. I can help you with that. I’m going to ask you a few questions to figure out what our best course of action is for you. While I’m doing that, I will check into your account to make sure that you have everything set up that you need. Sound good?”

Stephanie: “Perfect. Thank you.”

What high-level consultative questions can you ask Stephanie?

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Part 2

You learn that Stephanie owns pet grooming business and has had her shop for three years. She works out of her shop most days answering phones and scheduling appointments in-between grooming pets alongside her assistant groomer. She tells you that she tries to utilize free business services whenever she can.

 

Having uncovered that Stephanie schedules appointments and sells products. Plus, remembering that 85% of small businesses use the Microsoft Office software suite you decided to transition into an Office 365 conversation.

 

Transitioning questions:

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Part 3

You learn that Stephanie uses Word to create her business cards and create promotional flyers that she leaves at pet stores in her area. She also uses Excel to track her client appointments, schedule her staff and track product sales.

 

Having uncovered the fact that Stephanie uses Microsoft Office programs, you transition into a conversation about Office 365 to learn how important Office programs are to her business and start to begin value for Office 365.

 

Office 365 Productivity questions to ask Stephanie:

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Part 4

You learn that Stephanie uses Excel on a daily basis and she believes Office is important to running her business. Lastly, you learn that she is currently using Office 2003 on her laptop and is planning on purchasing a new computer for the small office attached to her shop.

Based on ONLY the information provided in this scenario and that you’ve uncovered during your consultative conversation, What Office 365 plan do you recommend? How will you clearly demonstrate that this purchase decision will have a positive impact to Stephanie’s business?

Suggested plan:

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Nathan

Go Daddy Customer

Part 1

Part 1

Nathan is an existing GoDaddy customer. He has contacted support. You have already greeted Nathan, asked him how you can help, and confirmed that he has validated into the account.

 

Nathan: “I have Website Builder for my website, and I have a few questions about its features and functionality.”

 

You: “You’ve reached the right person. I can help answer your questions and send you some how-to’s for any future questions you may have. I see in your account that you own a domain name with us (GoDaddy) and have had Website builder for 4 years.”

 

What high-level consultative questions can you ask Nathan?

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Part 2

Part 2

You learn that Nathan has been making custom skateboards for his friends for years and recently celebrated the company’s 5th year anniversary. (You congratulate him on the achievement and continue to engage in a consultative conversation.)

 

You also learn that Nathan is creative and laid-back, and will soon be hiring an assistant to help him continue to grow his business. It’s a big step for him but he wants to spend more time focusing on designing and making amazing custom skateboards. You also learn that the assistant is working part-time out of his shop and from home.

 

Having uncovered the fact that Nathan’s assistant is working remotely, you transition into a conversation about Office 365.

 

Transitioning questions:

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Part 3

Part 3

You learn that Nathan is hiring an assistant to manage operations, order fulfillment and scheduling product demos at skate shops and events. You also learn that Nathan travels quite a bit to expos and tradeshows. You also learn that Nathan is unsure how working remotely will affect his ability to communication with his assistant.

 

Having uncovered the fact that Nathan is hiring an assistant who will be working remotely and will be responsible for managing operations you continue the conversation by asking Office 365 productivity questions. You also identified an emotional reason for a purchase: he is unsure how productive the flow of communication will be.

 

Office 365 questions to ask Nathan:

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Part 4

Part 4

You learn that Nathan’s assistant will be using Office products on his computer while in the shop and that the last time he upgraded his Office was when he got a new computer in 2007. Additionally, Nathan has been using his personal Gmail email to schedule meetings and contact customers. Lastly, you learn that his assistant will use his own computer when he works on the weekends. Nathan uses his iPad while attending expos to showcase his design concepts.

Based on ONLY the information provided in this scenario and that you’ve uncovered during your consultative conversation. What Office 365 plan do you recommend? How will you clearly demonstrate that this purchase decision will have a positive impact to Nathan’s business?

Suggested plan:

Rationale:

What other features do you highlight?

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Productivity Questions Activity

Productivity Questions Activity

Read the following customer scenarios. Write 1-2 Productivity questions that you can ask to get the conversation moving forward.

Scenario 1

Jesse just got his new food truck up and running, Uncle Jesse’s. He is trying to make the truck as visible as possible, putting it in various locations. It has now been a week, and he is finding himself trying to plan where to be, keeping track of costs, and worrying about money coming in more so than the food he is cooking.

Do you have a system to keep track of your sales / Expenses?

What tax structure is your business set up as? Sole Prop? / Partnership? / Corp?

Scenario 2

Edith is the owner and editor of an online blog, Downton Shabby. The blog posts articles on early 20th century, English fashion and décor. Her blog has been active and running for nearly two years. Edith routinely meets with designers, boutique owners, and other editors to discuss article ideas and fashion trends. She operates on the go, but does have a small office she calls headquarters, with about 5 contracted employees.

Are you able to track your Mileage and expenses for business related meetings?

Do you have a payroll system? How do you pay your employees?

What are your employees using to manage their time? / Scheduling / Coordinating?

Scenario 3

Dexter runs a successful home cleaning service in Miami, Florida. He is well-established. Recently, he has seen some new competition coming into the area. He is concerned that he will not be able to keep up and manage new customers coming in while competing for business with these new companies.

How frequently do you communicate with your current customers? How do you communicate with them?

What is the process your prospects go through before speaking to you?

What percentage of your customers are recurring customers?

 

Marketing Your Business

0 %
Of people will buy a product after recivieng email for a year

If your web presense is your storefront, Marketing is how you get people there.

What is Online Marketing?

The action or business of promoting and selling products and services,m Including market research and advertising.

What are 10 ways to successfully market your business online

  • SEO
  • PPC
  • Publish an e newsletter
  • Use link exchange
  • Write a blog
  • Participate in social media
  • Promote Website offline
  • Make sure your site looks and reads professionaly
  • Make sure your site loads quickly and easily
  • Generate positive customer reviews

Search Engine Optimization

Email Marketing

Where you can manage email campaigns where you can, sign up forms ETC.

SEO Services

Provides a dedicated campaigns specialiust who performs work on and off site websites.

Get Found

Offsite SEO Tool that publishes business profile information to a variety of popular directory sites

Search Engine Visibility

A tool that improves a websites search engine optimization |

What is SEO?

SEO is the way businesses are found.

What search engines look at

  • User Experience
  • Title Tags
  • Relevent Content
  • Links
  • Images

3 steps to SEO Success

Define Yourself100%
Create Content100%
Make Friends100%

What you see

What Search engines see

Exit Ticket

At the end of class, answer the questions and submit to your facilitator.

Home Study – Optional

Get a head start on tomorrow!

1. Why would we offer PWS to a customer?
2. Professional web services should be offered to a customer if they do not have the time or knowledge of how to build their own site.

3. What apps come with Office 365?
Calendar, Dynamics 365, Dynamics 365, excel, flow, onedrice, onenote, people, planner, powerapps, powerpoint, sharepoint, sway, task, video, word, yammer

4. What Zone File record controls email?
5. MX Record

6. What is the difference between Business Premium and Online Essentials?

7. ) Why would a customer not choose to go with Office 365?

Because they already have it