1. The Empire Strikes Back

2.  Client gets unlimited support ◦ Client gets support 24/7 by our amazing agents, they already paid for the service ahead of time in their mind so they do not feel they get “nickel and dimed” for coming back ◦ Ongoing connection to our clients  Profitable ◦ We continue to get a monthly revenue stream

3.  $69.99 setup fee per computer. ◦ Price Breakdown for day 1 setup fees: ◦ 1PC - $69.99 ◦ 2PC – $139.98 ◦ 3PC - $209.97 ◦ 4PC - $279.96 ◦ 5PC - $349.95  $19.99 monthly fee – Covers all computers.  First month fee waived!

4.  6 month commitment ◦ Current clients sign up for a 6 month commitment ◦ They will receive an email at the end of the term where they can choose to continue to receive support for $19.99 a month  Future – Plans will be $19.99 a month without an expiration date

5.  All of our existing services are included with the exception of training services and Harmony services ◦ Ipod/MP3 help is included ◦ Camera/PDA help is included  15% off on-site services ◦ If a clients problem can not be resolved online, instead off the client the 15% on-site discount they are eligible for. You also can offer them the 15% off in-store coupon

6.  At the bottom of the service list, choose the GSOSP that you want to offer ◦ Choose the first service from the 2 nd selection box ◦ Send the offer to the client  Adding a PC later ◦ Work to ensure we offer the proper solution from day 1 to setup the client with all computers needed ◦ If you must add a PC later, use the GSOSP – Add PC’s which is a $69.99 one time fee.  Service is located in the normal service list, not under the subscription heading  Adding a PC will not turn a 1pc sub into a 2pc sub from a platform standpoint, so leave very good notes that say that the client purchased an additional PC

7.  If a new client, select the GSOSP you want to sell from the service tab  If a returning client, select the GSOSP the client has, as well as the prepaid service you want to perform

8.  Left panel will call out the client has an existing plan  Note the “Start Now” button  You also can begin as usual by preparing an offer

9.  We want to get all computers setup and running properly on day 1 ◦ Perform a PC tune up on each computer ◦ If needed, install a new antivirus for the client to keep them protected  You need to get the MAC address of each computer – Run the “ipconfig /all” command from command prompt to get the clients MAC address. This is unique to every computer and allows us to track which computers we work on

10.  Work Value credit ◦ You get full credit for the service offered. If you perform a tune up, you will get $49.99 credit. If you perform a virus removal, you get $149.99 credit ◦ You need to send an offer through for each job/computer. If a client has a 3-PC plan, and you are doing a Tune Up on each computer, you need to send through 3x PC Tune Up offers to properly get credit

11.  Is a refund needed? ◦ Subscriptions are good for at least 6 months, even if we have to have the client go in-store / on-site, attempt to save the sale, while we can’t help today, we can in the future  If a refund is needed during the first 30 days: ◦ 1) Submit a refund request to refund the setup fee and to cancel future payments  If a refund is needed after 30 days: ◦ We will not provide any refund except for that months $19.99 charge. Again, recommend the client keep the plan as the long term benefits are large

12.  Yay  No action needed on your part yet  More details coming soon  Don’t sell/offer the “GSOSP – In-store Only – Don’t sell online” plan – because, it says don’t sell online. K? Good!

13.  Requires you schedule them as a “contract” job – Don’t worry, its easy! Select “continue – apply contract”

14.  Search for “online support” as the partner name and select it  You will need to enter access code and proceed to schedule the job as normal – Access code is “geek squad online support”

15.  Redo’s – Any work done within 30 days of the initial service must be done as a redo ◦ Example: Day 1 client has a virus removal. Day 12 client comes back with another virus. This is a redo service under the 30 day warranty, do not under any circumstance send through another virus removal offer  Unique situations – Contact a DCO or email the concerns to remotesupport@geeksquad.com and quote 24 to 48 hours for the client to receive a response remotesupport@geeksquad.com

16.  A contest? Oh yes!  Each computer in a subscription counts as 1 point. First agent to 50 points wins  1PC subscription = 1 point  2PC subscription = 2 points  3PC subscription = 3 points  4PC subscription = 4 points  5PC subscription = 5 points  Contest starts… TODAY! 9/14/2010  Track your own points ◦ Inform DCO once you have 50 points ◦ DCO will verify the winner  Winner gets to skip being scheduled for one month. Complete flexibility FTW? Stacy?

17. OH NOES