MSP sales tips and techniques. How to use Kaseya to perform an IT network assessment as an effective sales prospecting tool. Topics include how to create a sales pitch for using IT network assessments, what types of network information to gather, and how to analyze the data. Also discussed are tips on how to use Kaseya as the technology that enables this sales tactic, how to prepare for the client meeting to be ready to answer questions - and objections. See a sample Report of Findings and learn how to use the summary report to convert the prospect to a new MSP client.

1. MSP Sales Tactic
Using Kaseya to Perform an IT
Network Assessment to Win New
Business
May 21, 2013

2. Agenda
• Introductions
• Our sponsor
• Our MSP expert – Erick Simpson
– How to create a sales pitch for using IT network
assessments as an MSP prospecting tool
– The types of information to gather during the assessment
and how to analyze the data
– How to use Kaseya as the technology that enables this sales
tactic
– How to prepare for the recap customer meeting so you can
handle typical questions – and handle common objections
– How to use the summary report of findings to convert the
prospect to a customer with a new managed services
agreement
• Kaseya demo & Network Assessment expert – Jeff Keyes
• Q&A
2

3. Stay until the end or participate in the
session via Q&A and you may win!

4. From the Part 1 session
Why IT Network Assessments are
Good Prospecting Tools for MSPs

5. Using IT Network Assessments as an
MSP Sales Tool
• What is an IT network assessment
• What to offer for free AND what to charge
for
• Where to leverage your current tools to
do the heavy lifting during the
assessments
• What gaps might exist with your current
tools that may limit your strategic success
• What information to present to the
prospect - and when

6. 1st Prospect Meeting – Sales Steps 1-3
• 1st Client Meeting
– You have prepared for the
meeting
– You have conducted your
Warm-Up
– You have conducted your
Business Needs Analysis
• Introduce the Network
Analysis
1. Strategic Preparation
2. Warm-Up
3. Qualifying

8. Running a Network Assessment
• Deploy first Kaseya agent
• Remote deploy the rest
– Scan the network for missing devices / machines
• Policy assignment
• Audit
• Check general network configuration
• Check antivirus
• Check patch
• Check backup
• Check key monitoring stats
• Summary of Findings Report
8

9. Kaseya Demo
9

10. Network Assessment Sales Strategy
Leave behind a connection
• Useful for “emergency” support
• Beginning of other services
• Periodic environmental “spot checks”
• Run specials
10

12. Sales Step 4: Presentation
2nd Appointment
• Present your network
assessment results
• Present your services
• Present your
numbers
• Present on your
terms
• Don’t forget your
warm up!!!

13. Sales Step 4: Presentation
Prospects invest for practical reasons,
explain your services in practical terms…
• Present in a clear, concise, logical order
• Use your prospect’s words when you can
• Stay focused
• Don’t let the prospect take you off
course (i.e. price)
• Don’t get technical
• Tie your features and benefits to their
pain points

14. Step 1
• Network
Assessment
Findings
Step 2
• The
PowerPoint
Presentation
Step 3
• The
Managed
Services
Proposal
Step 4
• The Cost
Savings
Analysis
How to Present in a Clear, Concise,
Logical Order

15. Sales Step 5: Overcoming Objections
An objection is only a misunderstanding or
lack of information – avoid creating them…
• Don’t create arguments
• Don’t oversell features and benefits
• Don’t move forward until you confirm
your prospect’s understanding
• Don’t ignore your prospect’s questions
• Don’t use sales profanity…

16. Overcoming Objections
Words mean things, don’t use words
that mean the wrong thing…
Most common sales profanity:
Bad Word Better Word
Customer Client
Contract Agreement
Buy Invest
Problem Challenge
Appointment/Meeting Visit

17. Overcoming Objections
An objection is only a misunderstanding
or lack of information…
Step 1: Identify Objection
(Minor, Major, or Conditional)
Step 2: Acknowledge Objection
(I understand Mr. Prospect )
Step 3: Qualify Objection
(Ask more questions)
Step 4: Answer Objection
(Clarify the misunderstanding)

18. Overcoming Objections
There are 3 types of objections, which
are you dealing with?
Step 1:
Identify
Minor Objection – The prospect’s way of saying
slow down. Overcome this objection NOW!
“I want to think about it ”
Major Objection – An objection that can be
overcome, but not today - such as public school
budgets
“Our budget cycle is not until next quarter ”
Conditions – Terms for doing business. You
cannot overcome conditional objections
“Our security measurements must meet HIPAA
Compliance ”

19. Overcoming Objections
To be the trusted advisor, let your
prospects know you hear them…
Step 2:
Acknowledge
“I understand Mr./Ms.
Prospect ”

20. Overcoming Objections
Back up a few steps in the process to
move forward in the process…
Step 3:
Qualify
Remember your qualifying process:
Discover what the misunderstanding is
Discover what information the prospect
is lacking

21. Overcoming Objections
Clear the objection and close by invoking
emotion
Step 4:
Answer
Once you discover what the
misunderstanding is, simply clarify.
Once you discover what information
the prospect is missing, simply
deliver it.

22. The Price Objection
• When the perceived value of a
solution exceeds its cost,
decision making is easy
• For prospects who have
pressing needs, not buying your
product or service might be
their most expensive option

23. Sales Step 6: Closing
Closing is not the most important step in
the sales cycle, it’s the 6th step…
• Assume the sale – keep moving until they say stop
• Don’t oversell – listen for the buying signs to close
• Don’t stumble through your closes – Practice,
Practice, Practice
• Remember your “value info” from your warm up

24. This is the easiest step to get you more business, don’t skip it…
Sales Step 7: Follow Up
Simplify your service delivery by
asking for vertical-specific
referrals
Get more referrals by using a
Referral Lead Sheet
Execute your Preparation step for
the next sale with your new client
NOW!

25. Next Steps
• More on SPC International’s Kaseya Optimization Services
http://s.spc-intl.com/kaseyarmm
• For a free live Kaseya product demo
www.kaseya.com/mspdemo
• For a free trial
www.kaseya.com/trynow
• To speak with us
www.kaseya.com/contactme
25
@kaseyacorp/company/kaseya/KaseyaFan community.kaseya.com
Save $100 with SPC’s special Kaseya
Optimization Offer!
http://s.spc-intl.com/kaseyarmmsvc

26. Attachments

27. Kaseya Network Assessment
Working Notes
• Deploy first Kaseya agent
• Remote deploy the rest
– Scan the network for missing devices / machines
• Policy assignment
• Audit
• Check general network configuration
• Check antivirus
• Check patch
• Check backup
• Check key monitoring stats
• Summary of Findings Report
27

28. Agent Deployment
Organization assignment
• First Kaseya agent
– URL Link
– Email
• Kaseya agent deployment to
environment
– Credentials
– Domain
– LAN Watch
28

29. Policy
• Wraps functionality together
• Assign to an organization
• Means we just deploy Kaseya agents to
the environment…and then print
reports
29

30. Audit Scans
• Baseline
• Update
30

31. Servers
• Patch settings
• Open shares
• DNS / DHCP
• Event logs
• Disk utilization
• Warranty
• Sizing
• Logon scripts
• Time status
31

32. Patch
• Run scan
– (optional) Assign profile
• View patch scan status
• View automatic update settings
32

33. Security
• Patch
– Windows auto update
– Current missing patches
• Antivirus
– Installed and active?
– Out of date?
• Domain / Workgroup
33

34. Hardware Lifecycle
• Minimum hardware specs
• Migration report
– Hardware replacements
– Hardware upgrades
• Hardware expected life
34

35. Software Check
• Licenses for Office, others
• Other remote control solutions
• Undesirable software
– Torrents
– Toolbars
– Crapware
35

36. Quick Monitoring Check
Basic consumables
• Disk
• Memory
• Network
• CPU
36

37. Summary of Findings Report
Complete visibility of IT services
• Integrated Across
IT Disciplines
• Compliance
Reporting
• Multiple Output
and Delivery
Options
• Custom Report
Layouts
• Exportable
37

38. About Kaseya
• Enterprise-class IT systems
management for everybody
• Key Facts
– Founded 2000
– Privately held, no debt, no
external capital requirements
• Multi-million dollar R&D
– 33 offices worldwide in 23
countries with 450+ employees
• 12,000+ customers
• Millions of assets managed
– 6 patents issued for IT service
delivery processes & remote IT
management processes
• 37 patents pending
– Common Criteria (EAL2+) certified
and FIPS 140-2 security compliant
– ITIL v2 and v3 compatible (Pink
Elephant cert in progress)
38

39. Unified Systems Management with
Kaseya Essentials
Event Management
• Alerts / Notifications
• System Events
• Logs
Automation
• Scheduling
• Procedures
• API/Messaging
Business Intelligence
• Reporting
• Dashboards
• Interactive Data Views
IT Configuration Management
Asset Management
Security
Business Continuity
Service Delivery
Systems Monitoring
• Remote Management
• Software Deployment
• Power Management
• Image Deployment
• Desktop Migration
• Mobile Device Management
• Network Discover & AD
• Hardware/Software
• Asset Management
• Virtual Machine
Management
• AntiVirus
• AntiMalware
• Patch Management
• Software Updates
• Image Backup
• Image Virtualization
• File & Folder Backup
• Service Desk/Ticketing
• Policy Management
• Service Billing
• Policy Compliance
• Time Tracking
• Systems Checks & Alerts
• Agent Monitoring
• Enterprise Monitoring
• Agent-less Monitoring
• Log Monitoring
39

40. Why MSPs Choose Kaseya
A single Kaseya user can proactively manage 1,000s of automated
IT systems and network tasks in the same amount of time
required by a team of technicians using other techniques
It’s the industry’s only patented single-server-single-agent
architecture; MSPs get enterprise-class capability that is easy to
use and easy to afford
With 60+% of top MSPs worldwide using Kaseya, they get access
to the most robust community available
And with so many ISVs plugging in to Kaseya via a seamless
integration process, they get an easy way to leverage their
existing strategic technology partnerships