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How to Use This Script This telesales script is designed to help Microsoft partners expand opportunities by selling Microsoft Office 365 and Windows Server 2012 to small and midsize businesses. This guide

has a modular design to help you get access to the information you need quickly while on customer calls. Begin with an introduction and then use the conversation starters to help

you better understand the customer situation and map it to the appropriate scenario on the following page. The scenarios represent common situations that you will encounter when

selling Office 365 to small and midsize businesses. These will help you by offering probing questions and then answering them with key selling points for specific customer needs.

Introduction and Value Proposition

“I wanted to talk to you today to discuss how Office 365 and Windows Server 2012 can help you upgrade and expand your IT capabilities. Many small and midsize businesses today

are considering the use of cloud-based software applications for the ease, accessibility, and cost benefits they offer. At the same time, many still need an on-site platform for a range

of needs from hosting applications, to print sharing, to storing sensitive financial data.

“Together, Office 365 and Windows Server 2012 offer the best of both worlds—offering the power of cloud productivity, combined with the control you need for your on-site data

and applications. Are you interested in learning more? If so, I’d like to ask you a few short questions to better understand your current environment…”

Conversation Starters

Understand current

products

& landscape

The following questions can be used to understand the customer landscape if you are not familiar with the customer’s current situation:

“How many employees do you have? Do you anticipate staying the same size or growing?”

“Do you use Microsoft Office? What version?

“What type of email do you use? What about other communications tools for video conferencing or sharing work and documents?”

“Do you have a server? If so, what are you running? (Exchange? SBS?)”

“What type of business devices do your employees use? PC, Tablets, mobile phones? Do they work off-site? At home or on the road?”

Identify goals &

challenges

The following questions can be used to identify the customer’s goals and challenges and map their needs to an appropriate scenario below:

(Server infrastructure)

“Is cost prohibiting you from purchasing a server/upgrading your server?”

“Will your current IT infrastructure easily scale to meet your growing needs? In what areas do you see a need for greater scalability?”

“Have you used any cloud services? Do you expect to use cloud services—or a combination of on-premise and cloud?”

(Data protection)

“How do you keep your business information secure? How confident are you that your information is adequately protected against data loss or exposure?”

“Is regulatory compliance a concern?”

“Do you have a plan for business continuity (disaster recovery)?”

(Productivity tools)

“Do your employees have effective tools to collaborate with each other and with your customers?”

“Are you running different versions of productivity software? If so, how is that affecting user productivity and license management?”

“How often do you experience unplanned downtime with your email solution?”

(Mobility)

“How well do your current tools support your mobile workers?”

“Do your mobile/remote workers have the same tools as office workers? Do they have online/offline access to their email and shared calendars to stay productive on the road?”

The Best of Both Worlds Telesales Script

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Scenario Guidance

If you typically sell Windows Server… If you typically sell Microsoft Office…

Customer Situation

25+ employees

Has Server

Moderate IT experience

LOB applications

Virtualization

Mobile/remote workers

Relevant Scenario: Scenario 1. SBS Scenario 2. Old Server Scenario 3. No Server Scenario 4. Old Exchange

Probing Questions

1) “How much time do you spend

managing and updating your

productivity tools?”

2) “Are your employees able to

access email, applications and

documents remotely?

3) “Do they want to access their

work on mobile devices, such as

smartphones and tablets?”

4) “How confident are you that your

data is adequately protected?

Are you concerned with data

security when applications are

accessed outside the office?”

5) “How much time do you spend

managing line of business

applications, such as accounting

or ERP systems?”

6) “Do you have a plan for business

continuity (disaster recovery)?”

1) “Is cost a primary reason you

haven’t purchased a server?”

2) “Are you virtualizing your servers,

or are you considering it moving

ahead?"

3) “How much time do you spend

managing line of business

applications, such as accounting

or ERP systems?”

4) “How much time do you spend

managing and updating your

email and productivity tools?”

5) “How confident are you that your

information is adequately

protected against data loss or

exposure?”

6) How well do your current tools

support today’s more mobile

work style?

1) “Is cost a primary reason you

haven’t purchased a server?”

2) “Do your employees work on the

road using mobile devices? Or

do they work remotely from

home or branch offices?”

3) “Does mobile and remote access

increase your level of concern

when it comes to data security?”

4) “How much time do you spend

managing and updating your

productivity tools?”

5) “How much time do you spend

managing PCs and devices? How

do you currently back up your

data and applications?”

1) “How much time do you spend

managing your existing email

server?”

2) “How often do you experience

unplanned downtime with your

email solution?”

3) “How much time do you spend

managing line of business

applications, such as accounting

or ERP systems? Are you

virtualizing your servers, or are

you considering it moving

ahead?"

4) “How confident are you that your

data is adequately protected?

5) “How well do your current tools

support today’s more mobile

work style?”

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Solution: Office 365 Midsize Business &

Windows Server 2012

Office 365 Midsize Business

& Windows Server 2012

Office 365 Small Business Premium &

Windows Server 2012 Essentials

Office 365 Midsize Business

& Windows Server 2012

Key Selling Points 1) Office 365 gives you the familiar

Office apps (licensed as a

subscription so it’s always up-to-

date) working seamlessly with cloud-based email, calendar, file

sharing, and HD video

conferencing. With Office 365, software updates, data backup,

and server management are all

handled for you by Microsoft, with a financially backed 99.9%

uptime guarantee.

2) “Office 365 lets you use your

familiar Office productivity tools

from anywhere. And with Windows Server 2012, you can

enable seamless access to

applications that reside on-site, such as accounting or CRM

systems.”

3) “With Windows Server 2012 and

Office 365, your employees

benefit from a consistent, simplified login experience across

PCs and devices by integrating

with your identity management

system, Active Directory.”

4) “Office 365 helps protect your

documents and data with

premium, always-up-to-date malware protection for your

productivity tools.”

5) “By virtualizing your server using

built-in capabilities in Windows

Server 2012, you can run your line of business apps (e.g., accounting,

ERP) in a virtual machine, which

simplifies IT management and helps you get more out of your

hardware investments.”

6) “Using the built-in virtualization

capabilities of Windows Server

2012, you can easily and cost-effectively deploy a disaster

recovery solution with automatic

data backups.”

1) “With Office 365, you get the

latest productivity tools with a low,

predictable monthly cost. Then

you can upgrade to Windows Server 2012 on your new hardware

and use virtualization to maximize

the value of your investment.”

2) “Windows Server 2012 offers virtualization built-in, so you can

host different workloads on the

same physical server, taking full advantage of your server’s

processing power.”

3) “With a virtualized server, you can

run your line of business apps

(e.g., accounting, ERP) in a virtual machine, which makes it easier to

manage and helps reduce

downtime.”

4) “With Office 365, software updates, data backup, and server

management are all handled for

you by Microsoft.”

5) “With Office 365, you get a

financially backed 99.9% uptime guarantee and automatic data

backup for your productivity

tools.”

6) “Office 365 lets you use your familiar Office productivity tools

from anywhere—and with

Windows Server 2012, you can

enable easy, more secure remote access to applications that reside

on-premises, such as accounting

or CRM systems. With Windows Server 2012, your employees also

benefit from a consistent,

simplified login experience across PCs and devices by integrating

with your identity management

system, Active Directory.”

1) “Windows Server Essentials is

designed to be an affordable first

server for all your on-site business

services needs like housing on-site applications and data, print

sharing, and centralized

management of PCs and devices. Add Office 365 and get your

productivity tools hosted in cloud

and pay a low, predictable monthly cost.”

2) “Office 365 lets you use your

familiar Office tools from

anywhere, whether on PCs or mobile devices. With Office 365,

employees can connect and do

business anywhere.”

3) “Office 365 offers up-to-date

protection against malware, spam,

and phishing.”

4) With Office 365, software updates,

data backup, and server

management are all handled for

you by Microsoft, with a financially backed 99.9% uptime

guarantee.

5) “Windows Server Essentials provides additional peace of mind

in knowing you have daily,

automatic backup of the PCs and devices on your network. It also

offers centralized management of

your applications, whether they

reside on-site or in the cloud.”

1) “Get cloud-based email with Office

365 for simplified management,

reduced IT workload, and a

financially backed 99.9% uptime guarantee.”

2) “Office 365 comes with the familiar

Office apps (licensed as a subscription so it’s always up-to-

date) working seamlessly with

email, calendar, file sharing, and HD video conferencing.”

3) “With Windows Server 2012, you

can host your LOB apps and other

workloads on the same physical server, using the built-in

virtualization capabilities to help

reduce time spent on managing your systems and hardware.”

4) “Office 365 maintains always up-

to-date protection against malware, spam, and phishing. With

Windows Server 2012, you also

have peace-of-mind that your on-

site applications and data are well-protected with built-in encryption

and the ability to easily control

who can access which data.”

5) “With both offerings, you can

enable employees to connect and

access documents, productivity tools, and LOB apps and data from

almost anywhere and on any

device. Also offer single sign-on

via synchronization with Active Directory for easy login across PCs

and devices.”

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Objection Handling to Purchasing Office 365

Objection Response

“Our budgets have decreased.” “Office 365 offers a great way to save money by moving productivity tools like email to the cloud and reducing server upgrade and

maintenance costs. With affordable monthly subscription options, you can reduce your IT management costs, make your business more agile,

and increase employee productivity.”

“We’re using (or considering)

Google Apps.”

“Microsoft builds professional tools for businesses. Google uses your business data to sell advertising.”

“Microsoft Office 365 is the right choice for your business because it gives you the familiar and rich Office applications to use online or offline

across your desktop, smartphone, and tablet.”

“Google Apps has limited email, calendaring, and formatting functionality. Office 365 offers functionality that your users expect and need.”

“The Google Apps for Business SLA doesn’t cover key business applications such as Voice for PC to PC calling, Google Contacts, and Google

Video. Office 365 includes applications for these purposes.”

“It can require a lot of manual labor, add-ons, and third-party applications to migrate email, contacts, tasks, folders, and other data from

messaging solutions such as Exchange to Google Apps, and to set up single sign-on and shared contacts.“

“Google’s support model is based on priority, and to get the highest priority support with the shortest turnaround time, the majority of your

users must be down.”

“What we are using now works

fine. Why should we upgrade

now?”

“End of Support for Office 2003 and Windows XP is April 8, 2014. This will create potential security and compliance risks, or loss of software or

hardware support. Your business could be vulnerable to issues that may cost you added time, money and a tarnished reputation including:

malware, data loss, virus transmission, botnet hosting, audit failure, certification issues, and public notification of customer data at risk.”

“Office 365 is still pretty new.

Shouldn’t we wait for any

problems to be addressed?”

“Office 365 is trusted by companies like Coca-Cola Enterprises (72,000 employees), Starbucks, Campbell Soup, Hyatt Hotels (106,000

employees), the Department of Veterans Affairs (600,000 employees), Lowes (>200,000 employees), Hallmark (9,500 employees), Japan Airlines

(20,000 employees), and Burger King (3,500 users).”

“How can we be sure our

information is safe?”

“Office 365 is designed from the ground up to be highly secure and uses multiple scanning engines to provide premium malware protection.”

“For Online Subscription Services, data is replicated in geo-redundant data centers to help protect against data center or network failures.

Microsoft is compliant with global privacy laws, uses ISO/IEC 27001:2005 certification, and undergoes an annual SSAE 16 Type II audit by an

independent third-party auditor.”

“Is it easy to migrate from

Exchange Server?”

“Yes! Many migrations are done overnight or over a weekend (with the right preparation and depending on the current solution, mailbox size,

and number of users). You can choose to migrate all existing mailboxes, or to have a combination of on-premises and online mailbox storage.

When the migration is done properly, you will be able to retain all of your old email, data, and folder structure.”

“A Microsoft partner can help you with your migration, or manage the migration for you.”

“How do I know my information

will be available when I need it?”

“Microsoft Online Subscription Services provide a financially-backed 99.9% uptime guarantee, which free and consumer tools cannot promise.

With Office 365 you get the performance and reliability you need for your business reputation.”

“All I really need is email.” “If you truly just need email, you can subscribe to Exchange Online on its own. However, with Office 365, you get a set of capabilities that work

together—such as presence, IM, video conferencing, and file-sharing sites—to help you work more efficiently, make a professional impression,

and reduce your IT staff burden.”

“Don’t I miss out on a lot of

features with the online version?

“The online and server versions of Office are very similar, with a few key differences. Often features are deployed online before packaged

products”

“Exchange Online permits you to aggregate mail from multiple external email accounts, which is not possible with Exchange Server. Plus,

Exchange Online includes more advanced anti-malware filtering than the basic capabilities included with Exchange Server 2013.

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Objection Handling to Purchasing Windows Server 2012

Objection Response

“A server is too complex for our

business.”

“Actually, most businesses with more than a handful of employees find that a server-based system is much simpler to administer than a peer-

to-peer network, enables cost-saving resource sharing, and more than makes up for any additional complexity with enhanced reliability,

capabilities, and cost savings.”

“Peer-to-peer networking is

good enough for us. We don’t

need a server”

A server solution can help many small businesses:

“With peer-to-peer, you have data distributed across PCs. If someone’s laptop is stolen or lost, your data is gone. A server enables centralized

storage and back up of data, which can save time and prevent data loss.”

“Unlike peer-to-peer, a server enables you to centrally manage and control who can access what files, which enhances security of business

data.”

“Rather than having information in multiple locations, a server provides a single, centralized access point for information and resources, making

it easier to find the right information quickly.”

“A server is too expensive.” “Windows Server 2012 comes in editions that span a range of price points, from an entry-level server that is perfect for the needs of a small

business to a scalable, enterprise-grade server product. Windows Server 2012 combined with Office 365 offers a comprehensive solution that

provides you anywhere access to familiar tools along with full versions of professional-grade server software. Plus, it provides a flexible

platform that can scale to accommodate your needs as your business grows, saving you money in the long run.”

“My Windows Server solution

works fine. Why should I upgrade

now?”

“Outdated IT infrastructure can be expensive to maintain. Windows Server 2012 helps to simplify IT with a range of centralized, easy-to-use

management tools. With virtualization built-in, Windows Server 2012 gives your business what you need to get the most out of your server

resources by combining multiple workloads on the same physical hardware. Windows Server 2012 also includes new capabilities that help

reduce downtime so you can focus on your business, and not technology.”

“Why should I use Microsoft

solutions for virtualization vs.

VMware solutions?”

“Microsoft provides a complete virtualization platform built-in to Windows Server 2012 at no additional cost. VMware charges for their

virtualization software and in many cases offers less functionality than Windows Server. For example, vSphere Essentials costs $500, and it

doesn’t have the ability to migrate VMs or virtual storage without downtime—key capabilities that enhance business continuity. It doesn’t

include VM replication to provide fast recovery from a disaster. And it doesn’t include data encryption of remote servers in less secure

locations. Windows Server 2012 includes all of these features and more, built-in. Why would you pay $500 for less functionality?”

“Why do I need a server? Isn’t

everything moving to the cloud?”

“It really comes down to customer preference. Some small business owners may feel comfortable with everything online (or in the cloud).

Others, typically those who have already invested in client or client-server line-of-business (LOB) applications, will be more comfortable having

either an on-premises application server, such as Windows Server 2012 Standard. Yet another segment may be best served by a solution such

as Windows Server 2012 Essentials, which gives them the flexibility to run software on-premises and online (in the cloud). Microsoft is

delighted to be able to offer options for a wide range of customer and partner preferences.”

Which applications would I be

more likely to run on-premises

and which ones would I want to

run online (in the cloud)?

“Within the small business segment there is a wide variety of applications, and how they are deployed varies by industry and country. For

example, if you’re in financial services, you may have some regulatory requirements to maintain records on-site at your business, and so you

might prefer a traditional computing approach. If you’re a small real estate office, you may not face the same requirements, and so you might

be more likely to look at running both local and online software. The benefit of Windows Server 2012 is that it’s an affordable first server that

handles your on-premises needs like hosting on-site applications and print sharing. It lets you do traditional computing, online (cloud)

computing, or both—according to your preferences and needs.”

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Summary & Closing 1. Confirm pain, vision, budget, timeline, and decision maker.

2. Identify follow-on activities needed to close the sale. These may include migration planning, competitive differentiation, or a training plan. Resources include:

Office 365 trial

Encourage your customer to sign up for a free trial.

Datasheets and other

supporting content

Send your customer information on Office 365 to help them learn more about its

potential for their business. Examples include:

The new Office for Midsize Businesses pitch deck

Service Level Agreement for Microsoft Online Services

Total Economic Impact of Microsoft Office 365 (midsize customers)

Office 365 demos

Invite your customer to view Office demos. Several demos are designed

to help customers visualize the potential benefits of Office 365.

Technical resources

Email your customer links to technical resources for IT decision makers. Examples

include:

Ignite guided labs for the new Office

TechNet articles:

– What’s new for IT professionals in Office 2013

– Resources for the new Office for IT pros

– Office 2013 Resource Kit

Office Next blog:

– Office and the cloud

– Click-to-Run and Office on Demand

– Office and SkyDrive for Windows

– Building Office for Windows RT blog post

Apps for the new Office and SharePoint IT admin guide

Why Microsoft?

For customers considering competitive offerings to Office 365 from

Google Apps, IBM, Cisco, and OpenOffice, the Why Microsoft? site can

address some of their questions and give them information on why they

should choose Microsoft.

Point customers to http://www.whymicrosoft.com and

http://trust.office365.com.

Videos and

webcasts

Invite your customer to learn more through online events: visit the

Microsoft World Wide Events site for a list of upcoming and on-demand

webcasts and events.

Email your customer links to videos:

http://www.youtube.com/user/MicrosoftOffice365

Additional

Resources

Office 365 on Microsoft.com: http://office.com/business

Office 365 Open/FPP Purchase Guide: https://aka.ms/partnersandthenewoffice

Cloud Partners Program: http://aka.ms/cloudbenefits

Overview of Microsoft Licensing Programs: www.microsoft.com/licensing

Volume Licensing Service Center information and trainings: www.microsoft.com/licensing/servicecenter

Windows Server n Microsoft.com: www.microsoft.com/windowsserver

Microsoft Partner Network Windows Server 2012: www.mspartner.microsoft.com

Ready to Go Server Upgrade Campaign: http://aka.ms/pmcServerUpgrade

Ready to Go First Server Campaign: http://aka.ms/pmcFirstServer

Ready to Go Office 365 Best 2.0 Campaign: http://aka.ms/BEST