Pricing & Service Process

Partner Service & Sales Training

Pricing Strategies

I. Pricing StrategiesII. Confirmation & Agreement III. Order ProcessIV. Service Process

Pricing Strategies

At BizCentral USA our goal is to help small businesses succeed! It is also our goal to help you succeed!

Our pricing and package structures enable us to meet the needs of a wide range of organizations.

We offer a la carte and value package options, to help you with flexibility, plus options for maximum up-selling opportunities.

Package Options

• For all of our services, we have designed and grouped together the most commonly needed items to provide value savings and up-sell opportunities.

• Our package options include:• Monthly Bookkeeping & Tax Prep Package• A) SEO Starter Package, B) SEO Package Plus and C) SEO

Premium• A) Basic Corporate Branding Package or B) Package Plus• A) Website Starter Package, B) Package Plus and C) Premium

Package • A) Deluxe Business Plan Package, B) Package Plus and C) Basic

Package• A) Business Plan & Grant Combo and B) Business Grant Package• A) Business Certification Combo and B) Combo Plus• Incorporation Package

Package Benefits

• Benefits of our Package Options:• Provides a package discount for clients• Sets you up to “add-on” or “up-sell” additional

services• Makes the sales process faster, simple & less

overwhelming for clients• Creates awareness of additional services• Multiple budget friendly choices

A la Carte Options

• A la Carte options provide a simple value added, low price image of our company and services

• Our a la carte options give clients the ability to mix and match, and customize an order that will meet their current needs and budget.

• We offer a la carte service options for all services

A la Carte Benefits

• A la Carte options provides affordable pricing & promotes trial of our services and appeals to:

• Clients with a very limited budget, and who can only make small purchases over a period of time.

• A client who needs one thing, and one thing only. – (Who really just needs one thing?)

• Benefits of our A la Carte Options:• Chance for you, the partner, to engage in business

with the client over a longer timeframe, due to their continuous needs

• Once again, this option also creates a platform for “add-ons” and “up-selling when may options are selected.

Tips to Up Selling

• In order to maximize your “add-ons” and “up-sales” it is important to:

• Ask a lot of questions– This will help you determine what package or a la

carte option will best meet the needs of your client.

• Be certain what the client’s budget is– Do not try to offer the client more than they can

handle by drastically exceeding their budget. This could have a negative affect on your sale.

• Know the packages and a la carte services you are selling– There is no way to effectively up sell if you are not

familiar with every package and service option, and how it can compliment the other.

Confirmation & Agreement

I. Pricing StrategiesII. Confirmation & Agreement III. Order ProcessIV. Service Process

Confirmation & Agreement

• Once an order has been placed, the second step is for the client to review and sign our product & service agreement.

• To avoid misunderstanding during the service and thereafter, it is critical that no work is started before we receive the signed Terms & Agreement.

• This service agreement is very clear and effective in setting the expectation along with service process.

Clients Always Want More

• We have served over 7,000 clients to date. Therefore, we have the experience of working with all types of difficult clients and personalities.

• We strive to be as clear and upfront as possible to avoid any miscommunication during the service process.

• To aide us in that task, we ask clients to read and sign two different Terms of Service Agreements:

• A General Terms & Agreement• A Product Specific Terms & Agreement

General Terms of Service

• Our General Terms of Services Covers:

• The average production schedule• Billing and Surcharges• Shipping• Termination Circumstances• Client Communication• Dispute Resolution

Product Specific Terms of Service

• Our Product Specific Terms of Services Covers:

• Specific service schedules for products or services if it varies from the general terms

• Information that is necessary to complete the production process

• Guarantees on results or approval as applicable• Drafts and final products• Add-on services• Research and requirements• Any additional information that should be disclosed to

the client

Order Process

I. Pricing StrategiesII. Confirmation & Agreement III. Order ProcessIV. Service Process

Order Process

• As a partner and a face of our company, it is in the best interest of the client and the company to have a clear understanding of the ordering process.

• Clients will want to know how our process works, and they will rely on you to inform them of every step it takes to provide them with their final product; Even if you are not the one completing the work.

• The following slides will take you through the ordering and service process of our company.

Order Process

• Once the client signs and returns our Terms & Agreement; both the General and Product Specific, they will be sent to customer service to begin the order process.

• We believe in Fanatical Customer Service, and in order to provide this to every client we have developed a streamlined customer service process.

Steps to Processing the Client

• Step 1: Terms of Service are received and a welcome email is sent to the client.

• Step 2: Within 4 hours after the welcome email is sent, a welcome phone call is placed by customer service.

• The client is given:

– The appropriate questionnaire for the purchased service

– Access to the “Product Steps Page” where they are given resources, samples and free tools to help them in providing the most accurate information in the questionnaire and phone interview.

– The phone interview agenda

Steps to Processing the Client

• Step 3: Once the questionnaire is received, a follow-up call is placed by the assigned customer service representative.

• If the questionnaire is not received within 48 hours, customer service will place the follow-up call anyways and the information is taken over the phone.

• Step 4: When all necessary information is received, the client is assigned a service consultant and their phone interview is scheduled.

Service Process

I. Pricing StrategiesII. Confirmation & Agreement III. Order ProcessIV. Service Process

• On average, our service process takes anywhere from 10-15 days from the time that all necessary information is gathered from customer service.

• It is important to emphasize this timeframe to every client.

• Specifically noting, that their service days begin once, and only when all information has been received.

Service Process

• Step 1: Once assigned to their service consultant, the client will participate in a phone interview to gather any additional information needed.

• Step 2: The consultant will begin working on their service, and if applicable, they will send them a draft of their product via email.

• Step 3: At this point the client has 7 calendar days to reply with any changes, adjustments or requests to draft.

Service Process Steps

• Step 4: Once all revisions are received by their consultant, a revised version will be completed and the file will undergo quality control within 2-5 business days.

• Step 5: An approved file is sent back to the assigned customer service consultant CSR.

• Step 6: From here the CSR will place a final call to verify shipping and request a customer satisfaction survey.

Service Process Steps

• When, and ONLY when we have received full payment for a client’s order, will their final product be sent to them either via email or postal service.

• If Paid in Full:• File is emailed or shipped and client is

sent tracking confirmation email.

Shipping

The Path to Fanatical Customer Service

You Close the Deal!

You Send client TOS

Terms received within 24 hours?

Yes

No

Follow-up call is conducted

within 24 hours

Questionnaire Completed? Yes

No

Client interview is scheduled

All Clients work is

completed within 15 days

of order

File returned to customer care for

final payment arrangements and

shipping verification; client survey sent

Client paid in full?

YesFile sent for shipping; client sent tracking confirmation email

Partner Update

• We will keep you “in the loop” at all stages of the ordering and service process.

• You will received weekly updates on the status of every order you have placed.• Additionally, we will provide you with up-

sell and add-on opportunity suggestions.• We believe you should be on the same

page as us, at all times.• Please see the following page for a sample

of your weekly affiliate update.

Sample Chart

Conclusion

• We hope you have retained more information in this presentation in regards to our package and a la carte options, ordering and service process.

• It is a vital part to the sales and marketing process to offer package services to increase your profitability.

• We also believe that packaged services will benefit your clients as well.