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MYOB Contact Centre - Sales & Service Area - Outbound Sales Induction

For Internal Use Only - Created by Katrina Delis & Erin Scott 1

WorkbookMarch 2006

Version 2

Contact Centre InductionSales & Service

Outbound Sales

$


Contents

How to use this workbook……………………………………………………..…………………..……………3

Icons………………………………………………………………………………………..……………………….4

About this course…………………………………………………………………………..…………………….5

Welcome to MYOB Australia……………………………………………………………………...…………….6

MYOB History & Purpose………………………………………………………………..……………………...6

MYOB Organisational Structure………………………………………………………………..…………..….9

About Your Role…………………………………………………………………………………………...…….11

Site Familiarisation………………………………………………………………………………………...……12

Building Tour Quiz…………………………………………………………………………………..………….14

Position Objectives…………………………………………………………………………………..…………16

MYOB Customers……………………………………………………………………………..………………...24

Introduction to MYOB Products & Services………………………………………………………..………27

First Day Quiz…………………………………………………………………………………………..………..37

Learning about Lotus Notes……………………………………….……………………...…………………..39

MYOB Website………………………………………………………………………..………………………….49

MYOB SME Products (The Onion Presentation)…………………………………………………..………52

Accounting Basics………………………………………………………………………..…………………….54

MYOB Premier Navigation…………………………………………………..…………………..…………….60

Upgrades……………………………………………………………………………………………...…………..72

MYOB Cover………………………………………………………………………………………………...…...74

MYOB Revenue Protection Service…………………………...…………………………………..…………70

I.T. Passwords……………………………………..………………………………………………..…………...77

MYOB Launchpad……………………………………………………………………………...………………..78

Information Resources…………………………………………………………………..………………..…...82

Reggie (MYOB Customer Database)………………………………………………………….……………..83

Commonly used Forms (FOD's)……………………………………………………………...………..……100

Introduction to M-Powered Services………………………………………………………....…………….101

Identifying M-Powered Services Leads and Opportunities……………………..……………………..108

Phone Training…………………………………………………………………………………..………..……111

Follow up Training…………………………….………………………………………………………….……115



How to Use this Workbook

Because people like to learn differently, this workbook has been designed for use as both a basis for a facilitator lead workshop or as a self paced workbook that individuals can complete within their own timeframe.

In order to gain the most from the material, we recommend that you work through the modules in the order that they are presented. Make personal notes as you go. You will also obtain some handouts during the course as well.

During the sessions you will be given opportunities to complete activities, discuss case studies, listen to recorded calls and examine situations depicting a number of challenging situations you will experience in your role.

Towards the end of this course, you need to participate in two role-play assessment that will evaluate your skills and knowledge with regards to MYOB products & services. These are simulations of common calls that you will make in each of these areas.

As a learner you will have additional goals you may wish to explore. Talk to your trainer about your development needs. Clarify what you, as a learner want to achieve before, during and after each of these modules, so that the learning becomes more relevant.



Icons:Throughout this workbook a number of icons have been used to help guide your learning.

This icon signifies that information is available on-line via the MYOB Intranet or other relevant site reference. Follow the prompts provided.

Read the information provided in your participants workbook. Where appropriate, you may like to highlight any key points and/or make your own notes.

Think about the key questions listed in the workbook. How do they apply to your work area? Where possible, provide examples of where these situations have occurred based on your past experience or where they might apply in the future.

Test your skills by completing the activity or exercise outlined in your workbook. Think about how you would apply your learning to situations back in the workplace. You may like to discuss your answers with your Manager/Team Leader, Coach or Learning Partner.

This icon indicates that materials to be covered are contained in an additional resource or business tool. This may include policies, procedures, product manuals, brochures, forms etc. Obtain copies of the relevant documents and compare your current work practices against the information contained in the workbook.

This icon signifies that additional information about this topic is available in the “Participants Handouts” document.

This icon represents “discussion”. You are encouraged to talk with your trainer to discuss the information contained in this section of the workbook.

This icon indicates the use of a Powerpoint Slide presentation (PPT). The text that appears next to the icon will provide you with the title of the slide, the information contained on the overhead and information if you need to expand on key points. PPT’s are numbered according to the section of the module in which they are used.This icon indicates the use of a flip chart (sometimes referred to as butchers paper). Flip charts are usually prepared prior to the commencement of the course. Often two or three colours are used to enhance the learning. The text or diagram that appears next to the icon in the leaders guide will indicate specific information to be covered, or if a title page is to be prepared and used to capture participants comments during the course. Some flipchart pages may be able to be re-used. Double-jacking or listening to recorded calls

This icon indicates that you will have to work as a group/team to accomplish a task.



About this course

Purpose:The purpose of this course is to orient you to your role as an Outbound Sales Representative.

Learning Outcomes:

During this workshop participants will:

Understand MYOB’s history and purpose.

Understand who MYOB's customers are

Understand MYOB’s products and services.

Learn about the organisational structure and locate your position within the structure.

Understand your role and responsibilities, key result areas. Also you will get to know the roles that support you (your team leader, your team support specialist).

Learn the MYOB customer contact centre systems: Reggie, Campaign Manager, Lotus Notes, Sales and Service Database & IRC.

Learn the basics of Accounting concepts & MYOB Premier software.

Learn and develop sales techniques.



Welcome to MYOB

On behalf of the team at MYOB and the CEO - Craig Winkler, we would like to welcome you to the team.

In 1991, Craig Winkler co-founded the business, now operated by MYOB Limited. Despite being a publicly listed company, Craig takes great pride that MYOB has retained its focus on customers first.

Craig has been involved in software programming and business consulting for over 20 years. He started his first business during the week of the 1987 Australian share market crash and has learnt first hand many valuable business lessons.

MYOB History and Purpose

• The MYOB Group founded in 1991 is a leading provider of business management solutions for small to medium sized businesses and accountants around the world.

• Our solutions are designed to liberate business owners and accountants from the burden of day to day administration, empowering them to achieve business success.

• MYOB develops and delivers award-winning software, services and support for more than 500,000 businesses and 10,000 accounting practices worldwide.

• MYOB Limited is a public company listed on the Australian Stock Exchange (ASX symbol “MYO”) which has operations domestically and in New Zealand, the US, UK, Malaysia, Singapore and Hong Kong.

• 2004 was a company transforming year. Merger with Solution 6 well executed and integrated

• Exceptional Combined customer base• 10,000 accounting practices• 500,000 business customers

Some dates to mark our milestones…..

Year Milestone1991 MYOB Co-founded by Craig Winkler1993 Reached 10 000 customers1994 Released software – “Accounting with Payroll” for the first time



1996 Acquired intellectual property expanding operations to North America & Europe; Received the Telstra Small Business of the Year Award – we now sponsor and adjudicate this award

1997 MYOB released the first multi-user accounting product – MYOB Premier

1999 Entered the POS Retail Market and listed on the Australian Stock Exchange2000 MYOB supported the GST implementation in Australia

2003 MYOB M-Powered Services released into the services market

2004 Merger between MYOB and Solutions 6 – now one company, MYOB2005 Partnerships formed with WebAlive, NetSuite & Exonet to deliver new solutions

Make your own notes here



MYOB Company History Quiz

Use your notes and the MYOB public website to research the answers.

Refer to Notes

1) When was MYOB founded?

2) Who does MYOB provide business solution for?

3) MYOB operates in seven countries. What are they?

4) Is MYOB a private or public company?

5) When was the MYOB software ‘Accounting with payroll’ released for the first time?

6) In 1997 MYOB released the first multi-user accounting product. What was the name of this software?

7) Why was the year 2000 a busy year for MYOB?

8) In 2003 what was released in the services market?

9) What major event happened in 2004? The merger between MYOB and …



MYOB Organizational Structure

MYOB Australia is divided into two divisions:

The Business Division provides solutions for small-to-medium enterprises (SME's). This includes the SME accounting software range, retail point-of-sale software, MYOB M-Powered Services, training and support.

The Accountants Division provides solutions for accounting practices. This includes practice management, client accounting and tax and compliance software.

Both divisions share the services of IT, product development, product management, finance, HR, marketing services and Contact Centre Operations.

MYOB Australia Contact Centre Structure

Contact Centre Operations is a shared service between the Business and Accountants Division. The Operations team manage resource analysis and planning, the quality system, learning and development , and specialist projects.

Divanisha Pillay is the Contact Centre Learning & Development Specialist. Tracey Brock is the Contact Centre Quality Delivery Specialist.

Sales & Service provide customer service to existing MYOB customers, pre-sales advice to new customers, and outbound calls to existing customers.

Technical Support provide support on using MYOB software to existing customers.




Sales & Service Area Organizational Structure

What do each of the Sales & Service teams do?

Brazil - Outbound SalesBrazil is the Outbound Sales team. There are various campaigns running in Team Brazil that cover many different MYOB products & services. The marketing specialists from each area of the business develop a campaign and submit it to the Outbound team to put into action.

Madagascar - Customer ServiceMadagascar take calls from existing MYOB customers. They help customers register their software, activate and confirm company files, take orders and queries from resellers, and sell MYOB products and services. Some Madagascar team members operate from the MYOB Malaysia Contact Centre in Kuala Lumpur.

Siberia - SalesSiberia handle incoming sales enquiries, including matching prospective customers to the appropriate MYOB product as well as recommending upgrades to existing customers. They also handle any queries relating to MYOB Training courses and place bookings for these courses. Siberia also handle Professional Partners, including any queries, orders and applications.

Vegas - M-Powered Sales & ServiceVegas is a combination of inbound and outbound. The inbound representatives take sales calls from prospective M-Powered customers as well as service calls from existing M-Powered customers. The outbound team follow-up on leads created by other teams within the Contact Centre, as well as calling existing M-Powered users to help them implement and utilize their services.

For Internal Use Only - Created by Katrina Delis & Erin Scott

Direct Sales Area

ManagerLuke

Hargraves

Team Leader Brazil

Maurice Chapparo

Team LeaderMadagascar

Steve Roberts

Team LeaderSiberiaMartin

Schneider

Team LeaderVegas

Nadine Woolridge

Team Specialist

BrazilKatrina Delis

Team Specialist

BrazilErin Scott

Team Specialist

MadagascarMelissa Torcasio

Team Specialist

SiberiaJayme Pavloff

Team SpecialistVegas

Deanne Lawrence

QualityCo-ordinatorKen Smart

10


About Your Role

Information about MYOB OHS & HR policies and procedures can be found at http://internal.myob.com.au/hr/




Site Familiarisation - 12 Wesley Court, East Burwood -

All About our Site

Road AccessEntry & exit is available via Wesley Court, which connects with Lakeside Drive and ultimately to Burwood Hwy. There are traffic lights at the corner of Burwood Hwy and Lakeside Drive.

Access from Springvale Road is an entrance only, and you will need to be traveling north along Springvale Road to be able to use this entrance. Extra care should be taken when driving past the main entrance of the building, particularly during peak times.

To ensure safety for all, staff are encouraged to comply with the designated speed limit (10 kph) when entering or exiting the site.

ParkingThe MYOB carpark provides a total of 280 car parking spaces, 40% of these are underground. Visitor / Courier carparks and Training customer carparks have been assigned at the front of the building and along the spaces facing the lake. Addison's have 10 spaces to the right of the building marked for their use only.

There are two levels of underground parking. The roller shutter will remain open during 'heavy traffic' periods such as the start and end of the working day. An electronic monitor will record the number of vehicles entering and exiting the underground parking area. A flashing sign above the roller shutter indicates if both levels are full.

There is additional carparking for MYOB staff available behind the warehouse. Access to this carpark is via Vision Drive off Springvale Road. Refer to the carpark map for further information.

All About Our BuildingOur facilities consist of a 4-story office building and a warehouse.

The office building levels are numbered Level 1 through to 4 - so there is no 'ground floor'. Access to visitors and members of the public is restricted to Level 1. There are a sufficient number of 'internal' meeting rooms located on Levels 2 to 4 to meet our internal working needs. In addition, we have a number of 'external' meeting rooms located together on Level 1 that are of a higher quality. These provide a professional yet friendly environment for conducting meetings with people from outside MYOB.

Use of LiftsThere are two lifts in the building. During busy periods such as the start and end of the working day they will operate at full capacity. During the day, staff are encouraged to adopt our 'one up, two down' policy. If you are going up just one floor you should use the stairs rather than the lift. Likewise, if you are going down one or two floors you should also use the stairs. The stairs are conveniently located at the front and the rear of the building.



Cool Places to….

Shop Until You Drop - Closest Shopping Centres

Forest Hill ChaseCnr Mahoneys and Canterbury Roads, Forest Hill

The GlenCnr Springvale and High Street Roads, Glen Waverley

Vermont South Shopping CentreCanterbury Road, Vermont South

East BurwoodCnr Burwood Hwy & Blackburn Road, East Burwood

Get Lunch

MYOB CaféLevel 1, MYOB building

Café OggiCnr Lakeside Drive & Burwood Highway

Catch Public Transport

Tram Tram Line 75 stops at the intersection of Lakeside Drive and Burwood Highway

Train Glen Waverley Station on the Glen Waverley line.Nunawading Station on the Lilydale and Belgrave lines.

Bus Ventura Bus Lines (ph 9579 4811) travel along Blackburn RoadGrenda Bus Services (ph 9791 2988) travels along Springvale Road

Bank

All major banks are represented at The Glen and Forest Hill Chase shopping centres There is only a Bank of Melbourne at Vermont South Shopping Centre.ATM's for NAB, CBA and BOM are located at the East Burwood Shopping Centre.



Building Tour Quiz

Level 1

Is there a toilet in the sick bay?

Are there any parking restrictions in the outside car park?

How many training rooms do we have in the training department?

Who works at reception?

What hours is reception open from?

What is the name of the company that has their office located near reception?

Warehouse

Who is the logistics manager?

Is there a side entrance into the warehouse?

Level 2

List 3 departments that work on level 2



Level 3

How many meeting rooms are there on level 3?

Who’s office is located in the corner of level 3 near the stairs?

Level 4

Which 2 departments work on level 4?

Other

If you’re walking down the stairs to go to the level 1 basement car park, do you need your security tag to get in?

Where is the closest bus stop?

Position Objectives

Information to assist you as an Outbound Sales Representative

Position Description & Key Performance Indicators (KPI's)






Position Description

Position: Direct Sales Representative(Outbound)Department: Contact Centre

Location: Melbourne – Burwood East

Reports to: Direct Sales – Outbound Team Leader

Responsible for: Not Applicable

Works with: Direct (Outbound) Sales Team Members & Team Support Specialist

Key Customers / Stakeholders:

New & Existing Customers, Resellers & Third Party MYOB Service providers

Authorisation level: Not ApplicablePurpose: To achieve acquisition and loyalty sales targets, meet customer

satisfaction objectives and provide excellent sales results to the Direct Sales Team and wider Contact Centre.

Key Responsibilities:1 Achieve Recurring revenue target2 Achieve Outbound telesales campaign targets3 Achieve inbound loyalty sales conversion targets4 Meet agreed customer service standards (83% Call and written

Quality)5 Ensure delivery of a positive customer experience.6 Assist with Inbound and customer service calls as & when

directed7 Cross-selling other MYOB products and services8 Maintain open and clear communications with Team Leader

Professional / Tertiary Qualifications:

Not Applicable

Knowledge and Experience:

Recent Sales and / or contact centre experience - desired

Work Related Competencies: 1. Demonstrated ability to identify sales and leads

opportunities as well as sales closure skills – essential2. Demonstrated excellent customer service skills – essential3. Excellent oral and written communication and interpersonal

skills – essential4. Competent decision making skills - essential5. Negotiation skills – essential6. Ability to work in a team environment – essential7. Ability to multi-task – essential8. Have sound knowledge of Word & Excel products and the

ability to converse with clients who possess varying degrees of IT knowledge – desirable



Competency in MYOB and standard office software – desirable

Demonstrate a basic accounting knowledge – desirable Conflict resolution skills – desirable

Key Behavioural Competencies:

Self – motivated / Proactive Dynamic Tenacious Emotionally intelligent

Core Competencies The Job Holder’s values will match those of the company. MYOB values include:Communication

We communicate openly by exchanging information and actively listening to all stakeholders.

Team SpiritWe value and recognise the contributions of our colleagues, both locally and globally.We enjoy working together to achieve outstanding results and total job satisfaction.

IntegrityWe act with integrity and honesty in everything we do.

ExcellenceWe act professionally and pursue excellence in all areas of our business.

VisionWe are creative, proactive, innovative and resourceful.

Additional requirements: SME Business understanding (preferably sales experience)

Career Path: Direct upwards movement: Direct Sales – Outbound Team LeaderAlternative: Direct Sales – Inbound Team Leader, Marketing Specialist, IT Tech Support, Team Support Specialist.

Performance Objectives (SMART)

To be confirmed at the start of the new role.Financial Ability

Target number of sales (Sales V Closed Record % per campaign)

Number of Leads generated target (Leads V Closed record % per campaign).

MPS: Services applied for V Actual Number of calls

Market Growth

Achieve Marketing Department Campaign objectives

As agreed with marketing per campaign

- Conversion of Sales



- No. of calls per day (60 – 80 depending on Campaign)

- No. of closed records per day conversion- No. of sales desired per day

Key Performance Indicators (KPI’s) 60 – 80 Calls per day (Campaign specific) 25% Conversion (Unless otherwise stated) 6 credit Sales per day (Campaign specific) 33% Productivity

([Calls x Avg handling time] / Outbound calls workstate) 95% Adherence to schedule

Customer Service

Call quality:- 0 to 66% Failed- 67 to 82% Meets Some- 83 to 92% Meets All (Pass)- 93 to 96% Exceeds- 97 to 100% Outstanding

Quality observation outside of the quality process – observed behaviour: in respect to the quality of the customer experienced which is observed.

Progression to Quality Assessor – Attend two quality calibration sessions per month and rate one test call per month which needs to be evaluated and scored within 5%(higher or lower) of the predetermined score

Work Efficiencies

Adherence to Schedule – 95 % rating

Effective Management of Non-phone activity

Will be reviewed at least once per month on the basis of:- Call preparation time at the beginning of each day- Follow up work performed after each call. (AHT)

Project work – turn around service: scope of project at time



Index Codes (Inbound)

95% adherence average.

Innovation & Excellence

Actively suggest, develop and implement productivity and efficiency improvements which lead to increased outcomes. This will be measured on Team Leaders Observations & one suggestion per quarter.

Motivated Staff

Have a go – participate, take opportunity within boundaries.

- Be a team player

- Take pride in performance

- Self Motivated

- Provide quality work

- Give prompt service

- Be Customer focused

- Accept change & challenge

- MEASURED BY TL OBSERVATION

Outbound Position Objectives

Attendance Adherence The Outbound Sales team begin work at 8:30am and finish at 5:00pm,

Monday to Friday – with the possibility of weekend work. Morning Tea Break is at 10:30am – 10:45am Lunch Break is at 1:00pm – 1:30pm Afternoon Tea Break is at 3:30pm – 3:45pm Attendance at Meetings

Adherence to Work Schedules Sign in/out of the Evacuation Form daily Log on/off the Phone daily Select Workstates when changing duties daily Log on/off the Computer daily Check your Quality Folder weekly for feedback and results



Dress Expectations Every company has different expectations regarding dress standards. The Contact Centre's dress standard is smart casual. Avoid wearing tank tops, midriffs, tracksuits or clothing that presents itself as

not appropriate for a workplace.

7 Week Checkpoint Review The team leader will arrange a meeting with each new team member 7 weeks into their employment. At this stage the Team Leader and team member will discuss performance and skills.

MYOB Performance Development Review (PDR) ProcessMYOB looks at employee careers as a partnership by providing career enhancement programs that facilitate long-term careers while, at the same time, expecting employees to take responsibility for their professional self development.

Given the dynamic nature of the IT industry, MYOB regularly evaluates its career enhancement programs to ensure that they continue to facilitate the above two objectives.

PDRs provide the opportunity for: two way discussion measuring the Team Member’s achieved performance against goals, role

requirements and identifying action plans in those areas which can be improved.

discussions on your career goals and development identify training requirements identifying Team Member’s future potential and setting new goals to achieve

both personal and professional objectives along with those of the organisation

Sick Leave, Compassionate/Bereavement Leave and Late Arrivals If you are sick, require compassionate leave or you are running late you need

to call Maurice Chaparro. If you are unable to get in contact with Maurice, call either Erin or Katrina.

You must speak to someone to advise of your absence, you cannot just leave a voicemail message.

If you are sick on a Monday, Friday, for more than 1 day, or a day either side of a public holiday you MUST provide your team leader with a medical certificate.

For further information on leave guidelines see the MYOB Intranet.

Expectations of you as a member of the MYOB Australia Sales & Service teamIn the MYOB Australia Sales & Service team we expect you to:

Be punctual Advise in advance if you are sick or unable to come to work the following

day Maintain a high level of service and to give our customers an excellent

customer experience every time you contact them



Do your best to resolve any issues that our customers have during their call - be proactive and seek a solution that is viable for both the customer and MYOB.

Work very well as part of the team

Contacts

To contact anyone at MYOB, call (03) 9222 9992 then the extension number of the person you wish to contact.

Your contacts:

Maurice Chaparro: Team Leader Ext 7498

Katrina Delis: Team Specialist Ext 7212

Erin Scott: Team Specialist Ext 7228

Other contacts:

Steve Roberts Team Leader Ext 9930

Martin Schneider Team Leader Ext 7225

Jayme Pavloff : Team Specialist Ext 7241

Melissa Torcasio: Team Specialist Ext 7176

Team Leader Queries

If you:

Get an escalated call from an angry customer Need to make changes to your roster Have a customer call requesting a discount or an extension to either their

Introductory Support or their current Cover support plan Have pressing family issues that may affect your work and availability Have issues with fellow staff members Have any other queries that you believe would be best addressed by your

Team Leader



Please call Maurice Chaparro on ext 7498. If Maurice is not available, please contact another Team Leader.

Team Support Specialists Queries

Our Team Support Specialists (TSS’s) are a group of people who can be contacted for any procedural, pricing and problem solving issues. Erin Scott, Katrina Delis, Jayme Pavloff & Melissa Torcasio are the people to contact for these queries. Use your "What Would Your Support Specialist Say?" guide to assist you.

If you have issues with you systems (Reggie crashes, computer problems, etc), please contact any of the Team Support Specialists for assistance.

.



MYOB Customers

Small to Medium Enterprises (SME) Resellers Certified Consultants (CC’s) RetailManager Professionals (RMP’s) Public Accountants Club (PAC) members Bookkeepers Club (BK) members Developers Education Providers

Small to Medium Enterprises (SME) SME Customers make up the majority of our customer base & are the end

users of our programs. SME Customers range from small, one man service based business to

medium sized enterprises consisting of anywhere up to 50-100 employees. SME Customers use our range of SME products to manage their day to day

account, payroll, inventory, sales etc.

Resellers Resellers can purchase stock from us at a wholesale price to onsell to

customers at a retail price. Our major resellers are Officeworks, Harvey Norman, City Software, Dick

Smith Electronics, Harris Technology, Leading Edge Computers, Mail Order Software Australia, Myer, Next Byte and XICG.com.

Certified Consultants (CC’s) The MYOB Certified Consultant panel is an Australia-wide group of

independent consultants professionally endorsed by MYOB. CC’s provide onsite support to MYOB SME customers and also assist in

areas such as recommending which MYOB program / service would best suit their needs.

CC’s have to sit an exam to be accepted into the CC panel and fees apply. CC’s are listed on our website, are promoted by MYOB staff and are allowed

to put the MYOB Logo on their business cards and letter heads. CC’s can purchase MYOB software at wholesale price to onsell to their clients

RetailManager Professionals (RMP’s) The RetailManager Professional panel is an Australia-wide group of

independent consultants professionally endorsed by MYOB. RMP’s provide onsite support to customers using the MYOB Retail product

range (RetailManager, RetailBasics etc).They can also assist with hardware implementation, onsite training and recommending which retail product would best suit the customers needs.

RMP’s have to sit an exam to be accepted in the RMP panel and fees apply. RMP’s are listed on our website, are promoted by MYOB staff and are

allowed to put the MYOB logo on their business cards and letterheads.



RMP’s can purchase MYOB software at a wholesale price to onsell to their clients.

Some RMP’s are also CC’s.

Public Accountants Club members (PAC’s) The MYOB Public Accountants Club (PAC) has been established to provide

exclusive assistance to accountants in public practice. The club allows members to work with their clients who use MYOB programs.

Benefits include:o Priority phone support with the Technical Support teamo Reference softwareo Free upgradeso Reseller status

To be eligible to join the PAC members must have a Public Practice Certificate

Bookkeepers Club members (BK’s) The MYOB Bookkeepers Club has been established to provide exclusive

assistance to bookkeepers with third-party clients. Benefits include:

o Priority phone support with the Technical Support teamo Reference softwareo Free upgradeso Reseller status

To be eligible to join the BK Club members must be a bookkeeper in private practice with external third-party clients and have a minimum two years of practical bookkeeping/accounting experience.

Developers The Developers program gives members full access to the read and write

features of the ODBC (Open Database Connectivty) driver. The ODBC driver allows Developers to design their own add-on solutions to MYOB.

Developers receive reference software and free ODBC registration for their clients.

Education Providers Education Providers are customers who provide MYOB training to students.

They may be TAFE’s, secondary schools, universities or private colleges. The MYOB Education edition provides these customers with:

o The latest versions of MYOB softwareo Previous versions of MYOB softwareo 1 year of technical supporto A Student Edition pack to give to students to allow them to study at

home



MYOB CUSTOMERS QUIZ

Match the MYOB Customer type to the actual customer and explain why.

SME User Vermont Business Consulting__________________________________________________________________

Resellers ACME POS Solutions_______________________________________________________________

Certified Consultants Betty's Bookkeeping Services_______________________________________________________________

RetailManager Professionals Forest Hill Add-on Solutions__________________________________________________________________

Public Accountants Club members Katrina's Florist_______________________________________________________________

Bookkeepers Club members Officeworks_______________________________________________________________

Developers Box Hill TAFE_______________________________________________________________

Education Providers Burwood Chartered Accountants_______________________________________________________________



Introduction to MYOB Products & Services

Refer to the MYOB Products & Services Guide

Product Overview

SME Accounting Range:

MYOB JustInvoices v1 (JIFUL) Prepare invoices and track sales and GST For small or home-based businesses $99.00

MYOB BusinessBasics v1 (MBFUL) Easy business and accounting software. For small or home-based businesses $149.00

MYOB FirstEdge v1 (FEFUL) For small or home-based businesses on Mac. $149.00



MYOB Accounting v15 (MAFUL) Accounting, inventory and business management software for

professional owner-operator $299

MYOB Accounting Plus v15 (MPFUL or MPSUPFUL) Single user accounting software with integrated payroll, inventory and

time-billing $595 or with Cover $849

MYOB Premier v9 (MUSUPFUL or MUFUL) Powerful, multi-user (comes with 3 licences) Integrated payroll, inventory, time-billing & multiple currency $1495 (incl Cover)



MYOB AccountEdge v5 (MEFUL) For Mac users Powerful, multi-user (comes with 1 licence) Integrated payroll, inventory, time-billing & multiple currency $595

MYOB Premier Enterprise v3 (MUENTFUL) For Windows 2003 users (terminal server) Powerful, multi-user (comes with 5 licences) Integrated payroll, inventory, time-billing, multiple currency & more reports $3950 (incl Cover)



Specialist Products Range:

MYOB PowerPay v7 (POFUL) Manage large and complex payrolls Use it with existing business management systems $549 (only available directly from MYOB)

MYOB AssetManager v3 (AMPROFUL) Track assets, service history & location $899 (only available directly from MYOB)

Retail Products Range:



MYOB RetailBasics v2 (RBFUL)• Turns a standard PC into a point-of-sale system with a lot more functionality

than a cash register• $299

MYOB RetailReady v2 (RRFULUSB)• A package that includes RetailBasics software, cash drawer, barcode scanner

and docket printer• $999

MYOB RetailManager v8 (RMFULWIN)• Streamline store operations with a powerful point-of-sale system that

manages your sales, stock, GST, employees and customers• $1990



MYOB RetailHospitality v2 (RHFULWIN)• Designed specifically for the hospitality industry.• Is a computerised touch screen / point of sale interface for cafes, bars,

restaurants & food outlets• $2599

MYOB RetailManager Enterprise v2 (RMENT)• Get a global view of all your retail operations for better multiple store

management• $1990



Web Products Range:

MYOB WebAlive Simple to use software that enables you to manage and update all the

content on your website yourself. Prices start at $401.50

Enterprise Products Range:

MYOB Netsuite MYOB NetSuite is a business application that can provide all major

functionality in one system. It is an integrated Accounting, CRM(Customer Relationship Management), ERP (Enterprise Resource Planning) and E-Commerce solution.

Prices start at $2,500

MYOB Exonet It’s simple to use, flexible and highly configurable to meet your business’

needs today and well into the future. It is scalable from five to hundreds of users – allowing everyone in the business access to your key business system. Of course you control access and can restrict who has access to what specific data.

Pricing differs depending on the customer's requirements.



Services

Support Options

• Technical support for software-related queries• 30 days of complimentary introductory support• Premier customers have 12 months of free introductory support!• Cover includes 12 months of technical support• Access support by phone (9am to 7pm, Monday to Friday)• Fax and email within the next business day• Support notes – web based library of hints, tips and information available 24

hours, 7 days a week.• Pay per call support - customers can pay for support on a "per call" basis.

The cost is $5.00 per minute (minimum $25.00 charge).

Cover

12 month membership that includes:• Unlimited technical support for 12 months, through subscription• Includes other benefits like:

– Automatic software upgrades– Exclusive access to MYOB M-Powered Services (+ no set up fees or

ongoing monthly fees per service - $ 120 p/a saving)– Access Revenue Protection Service– Download access to topical guides, e.g. End of Financial Year Guide

etc.

Cover Pricing

Cover Upgrade Only Cover

BusinessBasics / FirstEdge

N/A $99

Accounting $249 $279

AccountingPlus $339 $399

AccountEdge $389 $429

Premier N/A $529

PremierEnterprise N/A $729



Customer Training

• Helping customers make the most of their software• Enrol on the website or call into the contact centre• Course range

– Basic: Getting started with MYOB, Working with MYOB, Certificate in Bookkeeping

– Advanced: Advanced Certificate in Bookkeeping, MYOB accounting software for accountants

– Other: Inventory, payroll, End of financial year reporting• Locations: Collins Street CBD, Burwood East, Sydney, Adelaide, Brisbane,

Perth

On Site Assistance

• Some customers prefer to receive assistance in implementing, customizing and utilising MYOB Products and Services on-site

• Choose a MYOB Certified Consultant from the website where there is a history, range of services & relevant qualifications listed on each consultant

• Choose an MYOB RetailManager Professional from the website, similar information to a Certified Consultant

MYOB Works with Accountants

• MYOB works closely with Public Accountants

• On screen is easy to use, free from accounting jargon, behind screen is a sophisticated double-entry accounting system

• Print, email and fax reports to your accountant straight from your MYOB software

MYOB M-Powered Services

MYOB M-Powered Services work from within the security of MYOB software to simplify some common business processes, including:

• Receiving customer payments (Invoices service)

• Making super contributions (Superannuation service)

• Providing for and paying tax bills (MoneyController service)

• Paying suppliers and employees (Payment service)

• Reconciling your bank accounts (Bank Statement service)



MYOB Revenue Protection Service

• SME’s like other businesses spend time and energy chasing after debts

• They could be spending their time with more profitable business activities

• Powered by Dun & Brad Street

• Exclusive access for Cover members only

• $99 annual subscription

MYOB Forms

• Powered by Forms Express

• Works straight from MYOB software

• Allow business owners to eliminate procedures that cost time and money– Customised cheques– Customised and secure pay advice forms for employees– Customised statements– Customised stationery

MYOB Add On Solutions

• Growing range of compatible add on solutions

• Browse, purchase or download

• Developed by independent developers

• Tailored to industry types

See the "Add On Solutions" section of the public website for further information.

Myobconnection

• Network for business owners focussed on practical knowledge to help build profitable businesses - http://myobconnection.com.au/

• Created by business, financial and marketing experts

• You don’t have to an MYOB customer

• Registering is easy

• It’s FREE!



First Day Quiz

Company & Position overview

What is the name of the team that you will be working in?

What is your team leader’s name?

List two of your KPIs

Who is your first point of contact if you have HR issue?

List two other countries where we have MYOB offices – is there a website that lists all of the countries that MYOB operates in?

What hours is the Café open from and to?

What level of the building do our Product Development team work on?



MYOB Customers

What does SME stand for?

List 4 types of businesses that are SME's?

If a customer is a CPA (Certified Practicing Accountant), which membership might they be eligible to join?

Products & Services

List 3 products that have Payroll and Time Billing features

What is the recommended retail price of AccountEdge?

Which products have multiple currency functionality?



Learning About Lotus Notes

Welcome to Lotus Notes - this is a powerful, multifaceted software that gives you instant access to all the information that is important to you. You can use Notes to send and receive Internet mail, schedule appointments, browse the Web, contribute to Internet newsgroups, and take advantage of the Welcome Page for tracking all your important daily information. The Welcome Page is a great place to start. This page gives you immediate access to your mail, bookmarks, calendar, and more. To get Help while you are exploring Notes, press F1 or choose Help - Help Topics from the menu.

Lotus Notes – Navigation

Menu BarThis is the Menu Bar. It will help you apply functions that are necessary for using Lotus Notes. It is located at the very top of your screen.

Tool BarThis is the Lotus Notes tool bar. You can use these buttons to apply functions. This is located below the Menu Bar.

TabsThese tabs are found above the tool bar. They represent inboxes and emails that are open.

Database LinksThese appear down the left-hand side of Lotus Notes. Most database links will have their own unique icon to help you identify them. You can click on a database link to open that database.



Database Links

These are the most common databases used by Sales & Service department: Staff directory Sales & Service Internet Sales & Service Database CSR Internet CSR Fax Database Refunds Database Training Database

Creating database links You will usually receive database links as an attachment to an email. They will appear as a little book -

Click on the link and have the main screen of the database displaying. Go to the top menu bar and select Create and Bookmark. The name of the database will appear in the name field – leave this as is. Highlight the Bookmark Bar line in the Add To window and select OK.

Folders

You will already have a list of folders appearing in your inbox. These include:

Inbox - Emails sent to you will appear in your inbox.

Drafts - This folder is designed to hold documents that you have created as drafts but not yet sent.

Sent - This folder holds documents that you have sent to others and selected to save.Follow Up - this is where you will see any emails flagged for follow-up. Emails can be flagged as urgent, normal or low-priority.



Junk Mail - The Junk Mail folder allows you to view messages labelled junk and retrieve those that you want to keep. The Junk Mail folder also provides tools for managing blocked addresses, as well as the option for restoring blocked addresses.

Trash - This folder holds documents that have been marked to be deleted. When you close Notes, you will be prompted to delete any items in the trash folder – be careful.

Views - within this folder you will find All Documents - This folder holds all documents that are contained in your

Lotus Notes database – do not delete emails in your All Documents folder. Mail Threads - Also stores all documents contained within your Lotus Notes

database – do not delete documents from this folder.

Tools - within this folder you will find Archive - If you need to archive documents to free up space in your Lotus

Notes database, they can be retrieved from here. Rules - You can create mail rules to send emails containing particular text to

a specified folder – for more info, use the Notes Help function or ask your product specialist.

Stationery – you can create stationery documents as templates and save them into the stationery folder. To create a new stationery document, create a new memo, type the stationery document, select tools and save as stationery. This will save the stationery template into your stationery folder.

To create a new folder Open your inbox Choose Create and Folder from the top menu bar and name the folder

accordingly.

To delete a folder Highlight the folder by clicking on it Select Actions from the top menu bar Select Folder Options and Delete Folder

Changing/Creating your Lotus Notes Password

Note: Your Lotus Notes password will be the same as your Network password - We recommend that you keep these passwords the same and do not attempt to change them.

To change your password: Go to the top menu bar and select File > Security > User Security Enter in your current password Select the ‘Set Password’ option Enter your current password Enter your new password Enter your new password again Select OK



Changing/Creating your Lotus Notes Letterhead

To change the letterhead that appears at the top of your outgoing mail messages: Go to your Inbox and open a 'New Memo' Select the 'Tools' and then 'Preferences' option from the menu bar. Select the 'Letterhead tab' and choose the letterhead you prefer. Select OK

Changing/Creating your Lotus Notes Signature

To create or change the signature that appears on your outgoing mail: Go to your Inbox and open a 'New Memo' Select the 'Tools' and then 'Preferences' option from the menu bar Select the 'Signature tab' and type in your details (refer to below format) Select OK

Example:

Kind Regards

Bob SmithSales & Service RepresentativeMYOB AustraliaPhone: 03 9222 9992 Ext 1234Fax: 03 9222 9888Email: [email protected]

Sending Emails

To send an email from Lotus Notes: Go to your Inbox and open a New Memo Enter the email address/es into the relevant fields (TO,CC,BCC and Subject)

To - This field addresses the person/people that you are primarily emailing.

cc -This stands for carbon copy – add person/people that you would like to make aware and include in this communication, but you may not necessarily be directing the email to them.

bcc - This stands for blind carbon copy – the person/people in this field will be the only ones that know you have emailed the communication to them – there email address is hidden.

Subject – This field should provide the receiver of the email with the subject of the memo. The subject topic shoud be short, clear and concise.

To complete the email, add the information you require to the text area and click send.



Attaching Documents to an email

To attach a document to an email: Go to your Inbox and open a New Memo. Click into the body of the New Memo field (the area of your email where you

will be adding the attachment or typing your communication) From the menu bar select File > Attach A dialogue box will appear – select from the ‘Look in’ field the area that your

attachment is stored. Highlight the document you want to attach and click Create.

Creating a link to a web page in an email

Go to the web page that you wish to create a link to in your document. Copy the full address of the webpage and paste the address in the body of

the email. Highlight the web address in your email, then go to Create > Hotspot > Link

Hotspot. In the Type field, select URL. Copy the web address into the Value field.

Close the Hotspot Resource Link window. You have now created a link to a web page.



Emailing groups of people

To email a group of people (eg: the members of your team): Create a New Memo Select the Address button and type the word MYOB into the ‘starts with’ field. Use the scroll bar to locate the team that you wish to email. Click on the team and select the To button to add the address into your

email. This process can be used to add several people and groups into the ‘To’ field.

Receiving Emails

When you receive a new email, you may receive a sound alert or a visible alert.

You can change your email notification preferences by going to File > Preferences > User Preferences and selecting the Mail and News menu.

Emails appear in your inbox, coloured red and emails that you have read will turn to black.

Once you have read your emails you may decide to sort and strore your emails into folders.

To move an email, click on the email and drag the email into the relevant folder.

This is also a quick way of deleting your emails – move them into the trash folder.

To open an attachment, double click on the attachment and select from view, open, edit, save, delete.

How to create a phone message



To send a phone message for someone: Go to the top menu bar and select Create > Special > Phone Message. A

message box will appear, fill this out and send it to the required person.

Setup auto check for spelling

To set up the spell check in Lotus Notes:Go to Tools > Preferences > Mail and tick the box (as shown below)

Calendar



The Lotus Notes Calendar is a view in your mail database that you can use to manage your time. Use the Calendar to keep track of meetings, appointments, anniversaries, reminders, and events (collectively referred to as Calendar entries). You can use the Calendar Mini View to keep track of notices you receive and items on your To Do List.

Meeting InvitationsYou may receive meeting invitations from Team Support Specialists, Team Leaders or Marketing Specialists advising you of an upcoming meeting times and locations. You will receive the meeting invitation in your inbox. Meeting invitations can be distinguished by their icon at the left:

Responding to an invitationThere are a number of ways to respond to a meeting invitation. Once you have opened the invitation, select Respond.

If you want to… Do this



Accept the invitation Choose Accept

Decline the invitation Choose Decline

Propose a new date or time

Choose Propose New Time. Specify a new date and time and click OK.

Accept the invitation but leave the time free in

your schedule

Choose Tentatively Accept. The meeting will be added to your calendar but the time will appear free in your

schedule to others.

Pass responsibility for answering the invitation

to someone else

Choose Delegate. Specify the person you are nominating to attend the meeting in your place in the Delegate options

box. This will forward the invitation to the delegate and send a declined invitation to the sender on your behalf.

If you want to send a comment with your meeting response (eg. explaining the reason you cannot attend) select Respond With Comments.

Requesting more information about a meetingIf you need more information about a meeting you can email any questions or concerns about the meeting from the invitation.

Open the invitation and select Request Information

Type your questions into the body of the email and click Send.

The sender will then receive your questions and be able to respond to them.

Check availabilityBefore accepting an invitation you might like to check your calendar and make sure you are available. You can do this by opening the invitation and clicking Check Calendar.

RemindersOften when making an outbound call the customer may ask you to call them back on a certain day at a particular time. To make sure you remember to call this customer you can set a reminder in your calendar.

To set a reminder:

Open your calendar and click on the New action button, and select Reminder

Specify the subject, date & time for the reminder, then click Save & Close.

The reminder will appear in your calendar. You can easily distinguish a reminder in your calendar by the icon:

Alarms



You can setup alarms in Lotus Notes to notify you of a meeting or reminder:

Open your calendar and from the menu select Action > Tools > Preferences.

Click the Alarms tab.

From here you can enable your alarm and specify when you would like to receive the alarm and if you want a sound to go off.

To Do ListYou can create a To Do List in Lotus Notes. You can setup To Do items, and specify start and end dates as well as the priority of the item.

To setup a To Do Item:

Open the To Do List.

Click on New To Do Item and complete the details (start date, end date, priority, etc).

As you build your To Do List, Lotus Notes will organize the items in order of priority and due date, so the most urgent item appears at the top of your list.

Lotus Notes Exercises

1. Send the person sitting to your right an email telling them something about yourself that they don't already know,

2. Create a new folder called Jokes.

3. Change the sound of your Lotus Notes message alert.

4. Change your letterhead to the MYOB letterhead.

5. Set your Lotus Notes to check for new emails every 1 minute.

6. Change your setup so you can see your emails in a preview.

7. Set a reminder in your calendar to sign in every morning.

8. Send a phone message to your Team Specialist.

9. Switch an auto spelling check.



MYOB Website

Visit www.myob.com, and select Australia as the country. You will then be directed to the MYOB Australia website. Save this site to your Favourites list.

Navigate around the MYOB Website & answer the following questions:

1. Explain how to locate the available MYOB Products for SME business customers who are using PC?

2. Explain how to locate the MYOB Products available for SME business customers who are using Mac?

3. A customer is interested in buying MYOB Accounting and would like to know where they can buy it from. Explain how you would direct the customer where to find this information on the website? Is there an option to buy directly from MYOB?

4. Go back to the Home page. Explain how to locate the MYOB Certified Consultant List on the website.

5. What telephone number would a customer use to contact MYOB to subscribe to Cover

6. Go back to the Home page again. Where can an existing customer go to update their registered details?

7. Go to the Products & Services page. List 3 services that MYOB offers customers running a small business?

8. Explain how a customer might find the dates and times of MYOB Training Courses?



my.myob

my.myob is a secure website where existing customers can log-on to view their existing products / memberships, download any available updates, change their contact details and place orders.

You can log onto my.myob using the following details then answer the questions :

Serial Number: 619316508131

Password: goanna

1. What product does this customer have?

2. What version are they using?

3. List 3 products this customer can purchase online:

4. What can this customer download from my.myob?

5. What date did the customer register their program?



Downloading a Test Drive

Most MYOB products can be downloaded as a test drive from the MYOB website. If the product cannot be downloaded a Test Drive CD is available.

Search the MYOB Website and complete the table below:

Product Can a test drive be downloaded (Yes / No)Just Invoices

BusinessBasics

FirstEdge

Accounting

AccountingPlus

Premier

AccountEdge

AssetManager

PowerPay

RetailBasics

RetailManager

RetailManager Enterprise

RetailHospitality

When you have completed the table above, download a copy of the MYOB Premier test drive to your computer.



MYOB Products (The Onion Presentation)




Product Comparison Puzzle

Objective: To become familiar with the different features of MYOB accounting Products.

Let’s Begin: Listed below is a mix of different features of each MYOB accounting product. Each of the features belongs to one of the MYOB accounting products. The first one has been completed for you….

Windows Operating System PurchasesSingle-user InventoryTime Billing Windows Operating SystemBanking Multi-currencyPurchases BankingMac Operating System PurchasesMulti-user Windows Operating SystemMulti-currency InventoryPrice matrix Single-userMac Operating System PayrollBanking Time BillingInventory BankingMulti-currency InventoryPrice matrix PurchasesPayroll PayrollWindows 2003 Operating System BankingSingle-user Multi-userTime Billing Single-userMulti-user Windows Operating SystemPayroll Price MatrixBanking PurchasesWindows Operating System InventoryBanking BankingSingle-user

Benefits? Now we know the features consider the benefits these features may offer a customer



Accounting Basics

In this unit you will be introduced to basic accounting terms & concepts.

By the end of this unit you will be able to:

Define basic accounting concepts Identify asset, liability, owner's equity, income or expense business

transactions

Accounts

To see how a business is performing and what its position is at a certain point in time, all business transactions are sorted into groups called accounts.

These accounts are stored in the Accounts List.

Following is an example of a business' Accounts List.





Assets, liabilities and equity

In the Accounts List, accounts are grouped by their 'type'. Accounts that reflect what a business owns and how much they owe to external parties are known as assets and liabilities types.

Assets are items of value owned by the business. Examples of such assets include cash at the bank, motor vehicles, premises, land and debtors (accounts receivable).

Liabilities are obligations or debts a business is required to pay to external parties. Examples of liabilities are bank overdrafts, mortgages and creditors (accounts payabale).

The Balance Sheet is a report that combines the asset and liability accounts to show the company's net worth, called Equity. Equity type accounts show the net worth of the owner's share in the business.

The following Balance Sheet illustrates the value of the assets and liabilities of a business as at 30/6/05. Notice that Net Assets equals Total Equity.

Balance Sheetas at 30 June 2005

AssetsCash at Bank $10,000Motor Vehicle $25,000Premises $75,000Office furniture $12,000

Total Assets $122,000

Less LiabilitiesLoan from bank $20,000Creditors $12,000

Total liabilities $32,000

Net Assets $90,000

EquityCapital - Owner $90,000

Total Equity $90,000



Income and expenses

A business exists to make sales, but to generate these sales there will be some costs. Accounts that reflect this revenue and the costs, are income and expense account types.

Income includes amounts earned by the business by selling inventory to customers, by providing a service to customer or by investments. Sources of income include interest received, commissions and rent received.

Expenses are amounts incurred whilst generating income. Some of the expenses that are common to most businesses are wages, purchases of stock, electricity, depreciation and bank charges.

The Profit & Loss Statement is a report that compares the income earned with the expenses incurred in generating those sales.

In the Profit & Loss Statement below, notice that the Total Income less the Total Expenses has resulted in a Net Profit. This is because the amount of income generated by the business has exceeded the amount of expenses incurred in the current financial period. If the opposite scenario occurs where the business incurs greater expenses than income, the business would be running at a loss.

Profit & Loss Statementfor the month ending 30

June 2005

IncomeSales $50,000Commission $45,000Interest received $ 5,000

Total Income $100,000

Less ExpensesPurchases $60,000Electricity $ 2,000 Wages $ 6,000Bank Charges $ 2,000

Total Expenses $70,000

Net Profit $30,000



Accounting terms

Double Entry AccountingA method of bookkeeping in which every transaction is balanced by equal debits & credits.

Accrual AccountingThis method of accounting records the sale or purchase of goods and services at the time they are delivered, not at the time they are paid for.

Cash AccountingThe Cash method records the sale or purchase of goods and services at the time they are paid for, not when they are delivered.

Cost of Goods Sold (COGS)Represents the cost of items or services sold to customers.

Prepaid ExpensesRepresent expenses you pay for in advance of receiving them. Prepaid expenses are assets.

Retained EarningsMoney from a previous year's earnings that has been left in the company. At the end of a financial year any money earned (or lost) during the year is transferred to retained earnings. Retained earnings is an equity account.

Cash DrawerA holding account to track all money received from customer payments.

JournalA journal is a tool for organizing your accounting entries. In MYOB Premier, all transactions are grouped into one of the six journals - General, Disbursements, Receipts, Sales, Purchases or Inventory.

LedgerA list of accounts used in the company.

ReceivablesThe customers who owe you for the items or services delivered. Also known as Trade Debtors.

PayablesThe suppliers you owe for items or services delivered. Also known as Suppliers or Trade Creditors.

Disbursements (Cash)Payments made for purchases.

Receipts (Cash)All money received in the business is recorded as cash receipt and entered in the Cash Receipts Journal.



Review Tasks

1 Classify the following accounts as assets or liabilities

Account Asset / LiabilityInventoryAccounts PayableOffice FurnitureTruckDebtorsCreditorsEquipmentMotor VehicleBank Overdraft

2 Classify the following accounts as income or expenses

Account Income / ExpenseSalesWagesCleaningPurchasesPetrol and oilInterest paidRent on buildingRent receivedAdvertisingBank FeesStationery usedElectricity



Premier Navigation

By following these exercises you will learn about the different areas of MYOB Premier and how to move around it.

By the end of this unit you will be able to:

Open an existing Premier company file Describe the Menu bar, the Command Centre and the Command Panel Use navigation tools to move around the Command Centre and Command

Panel Exit the Premier company file

Opening MYOB Premier

1. To open an existing company file, double-click on the Premier icon on your desktop:

2. You will come to the MYOB Welcome screen. Click Open to open the company file.



3. You can locate your Premier company file by looking in the Premier9 folder. Highlight the Clearwater.myo file and click the Open button.

4. You will then need to sign-on to the company file. Leave the user name as Administrator and the Password section blank, and click OK.



5. You will be asked if you wish to verify your company file. Verifying a company file checks that file for errors. To verify the file click Yes, then click OK to the next window. To open the company file without verifying click No.

6. The company file is opened and the Command Centre is displayed:

You have now opened the Company File!



The Menu Bar

The Menu bar is located across the top of your screen:

The following table describes each Menu bar option:

Menu Bar DescriptionFile Use this to create or open a company file; backup, verify & optimize

the company file; import & export dataEdit Enables you to cut, copy, paste, edit and delete dataLists Use this to view a list of super funds, payroll categories, items, jobs,

activites etcCommand Centres

Provide access to the eight command centres available in Premier. Lets you access functions in other command centres while you are working in your current command centre

Setup Provides setup functions for the current company file, such as Company Information, customised forms, business calendar etc

Reports Provides access to an index of available reports & report batchesWindow Enables you to arrange windows on the screenHelp Provides access to help files within the software, as well as online

help and M-Powered Services information



The Command Centre

The following table provides a description of the main functions of the different command centres:

Command Centre

Description

Contains Accounts List, Company Data Auditor, BASLink, and record general journal entries.

Write cheques and prepare electronic payments, record receipts and prepare bank deposits. Reconcile bank accounts.

Create quotes, orders and invoices. Record customer payments. Print/email invoices and statements.

Setup activities to be charged. Log activities and record prepare time billing invoices.

Create purchase orders and prepare payments to suppliers. Print/email purchase orders.

Pay employees and print paycheques or prepare electronic payments. Pay superannuation and prepare payment summaries.

Create items for invoicing and track inventory items.

Create cards for customers, suppliers and employees. Record entries in the contact log and perform mail merges to address labels and customised letters.



Using the Command Centre

Follow the example to navigate through the Command Centre:

1. Click the Card File button to open the Card File Command Centre2. Click Cards List. This will display a list of all your Cards. The tabs at the top

provide access to Customers, Suppliers, Employees and Personal cards.

3. Click on the zoom arrow ( ) next to A-Z Stationery Suppliers to display the card details. You can then click on various tabs to view information on the customer, such as contact details, selling and payment details etc.



The Command Panel

The Command Panel contains the To Do List, Find Transactions search, Reports and Analysis:

The following table describes the functions of each panel:

Command Panel

Description

To Do ListView the business tasks that affect your company on a regular basis and complete these tasks. For example, the Stock Alert option allows you to create purchase order for stock items that are low

Find Transactions

Search for transactions using various methods such as date ranges, customers, items, or transaction numbers

Reports Access to the Reports IndexAnalysis Analyse company activities such as sales, profitability, trends etc



Using the Command Panel

Follow the example to view all customers who have overdue payments:

1. Click on the arrow next to the To Do List and select A/R (Accounts Receivable).

2. This will display a list of all customers who have outstanding accounts. It will display the customers name, the number of days the account is overdue, the invoice number, the due date and the balance still outstanding.



Closing MYOB Premier

MYOB Premier automatically saves your data and your file each time you make a change. Depending on the options selected in your program, you may be asked to backup your data.

To close MYOB Premier:

1. Go to the File menu and choose Exit. The following window may be displayed:

2. If you wish to back-up the file select Yes If not, click No. MYOB Premier will then close.



Review Tasks

Task 1

Open the Clearwater company file. Choose the Accounts Command Centre and select the Company Data Auditor. Complete the table:

Eg. File Name

Release

Location

Size

Payroll Tax Tables Date

Task 2

Open the Accounts Command Centre and select the Accounts List. The Accounts List displays all the accounts in the company file. Fill in the table below with the details of the following accounts:

Account Name Asset/Liability/Equity/Income/Expense

Account Number Balance

Petty Cash

Motor Vehicles

Visa Card

Service Income

Payroll Expenses



Task 3

Open the Card File Command Centre and click on Cards List. Complete the table for each card:

Mary JonesWhat type of card is Mary Jones?

What is her phone number?

When is her birthday?

What is the postcode for Box Bay?

Island Way MotelWhat type of card is Island Way Motel?

What is their first phone number?

Who is the contact person?

How much does Island Way Motel owe?

Task 4

Click the Command Panel To Do List and select A/R (Accounts Receivable), and complete the following table:

James Cameron, Invoice 00000027How many days overdue is the invoice?

When was the invoice due?

How much is still owing?

What is the invoice for?



Task 5

Click the Command Panel To Do List and select A/P (Accounts Payable), and complete the following table:

Which supplier has 2 Purchase Orders due on 28/2/05

How many days overdue is the Purchase Order 00000005?

How much is owing on Purchase Order 00000005?

List 2 other Purchase Order numbers yet to be paid to this supplier

Task 6

Click the arrow next to the Analysis button ( ) and select Balance Sheet. The Analyse Balance Sheet window is displayed. Complete the following table:

What was the amount of the Trade Debtors account at 30 June 2005?

What % of total assets was the June Trade Debtors figure?

How much Superannuation was owed as at 30 June 2005?



Upgrades




Upgrade Quiz

1. Which 2 products have upgrade at retail packages available?

2. What do we call an upgrade when you're upgrading from one program to another?

3. How many days of upgrade support does a customer receive?

4. A customer would like to upgrade from Accounting to AccountingPlus. Can they purchase this as an upgrade at retail?

5. Can a datafile be upgraded from Accounting v11 to Accounting v15?



Cover




Cover Pricing vs Upgrade Pricing

Product Upgrade Only Cover Pay-by-the-month

BusinessBasics/FirstEdge

N/A $99 (support only)

$8.95

Accounting $249 $279 $22.95AccountingPlus $339 $399 $32.95AccountEdge $389 $429 $34.95

Premier N/A $529 $43.95

What if a customer just purchased an UAR and wants to take up Cover?

If a customer went to a retail store and purchased an Upgrade At Retail (UAR) we can offer them a special price on Cover. This special offer is valid for 30 days after they register their upgrade.

Product UAR Special Cover Price Pay-by-the-monthAccounting $109 N/A

AccountingPlus $159 N/A

Payment Options

Payment Method Renewal Notice

Order Form Pay-by-the-month

Credit Card Cheque Online BPay

Post BillPay

Cover Pricing for other products

Product Cover Pay-by-the-monthJustInvoices $99 (support only) $8.95

PremierEnterprise $729 $59.95PowerPay $359 $29.95

AssetManager $429 $34.95RetailBasics / RetailReady $149 $12.95

RetailManager $499 $42.00RetailManager Enterprise $399 $39.00

RetailHospitality $599 N/A



MYOB Revenue Protection Service (Dun & Bradstreet)




IT Passwords

Use the table below to record your passwords.

Program PasswordWindows

Lotus Notes

Launchpad

Reggie



MYOB Launchpad

MYOB Launchpad is used throughout the Sales & Service area for a number of tasks. Launchpad is divided into 2 areas:

AlmondAlmond is the area that manages customer company files. This is used by the Customer Service & Professional Partner teams.

Campaign ManagerCampaign Manager is the area where campaigns for the Outbound team are loaded, and the area that we will be learning about today.

Logging onto Launchpad

1. Open Internet Explorer and go to launchpad.myob.com.au (save this site as a favourite). You will see the following logon screen:

2. Enter your Username & Password and click Go.



3. This will take you into Launchpad where you will have the following options:

Selecting a Campaign

1. Click on the Select Campaign hyperlink. This will take you to the MYOB Campaign Manager Login screen. This is where you enter the campaign code that is relevant to you. (A list of campaign codes can be found on the Sales & Service database).

2. Enter the campaign code and click Login. This will load the campaign for you.



The Candidate Screen



Section 1 You can find the name of the campaign you have logged into at the top. Skip Candidate - you can click this button if you need to skip over the current

candidate to the next candidate. The candidate will appear back in Campaign Manager in 4 hours.

Jump to Candidate - DO NOT CLICK THIS BUTTON

Section 2 This is where you will find the candidates product information and contact

details. Add Comment - use this button to record a comment about the candidate.

For example: "CMA1 - 1st att - spoke to Barry, he needs to discuss Cover with his business partner. CB arranged for next week".

Edit Customer - DO NOT CLICK THIS BUTTON

Section 3 These buttons are used to record an outcome for the call. These buttons will

put the candidate back into the campaign in 24 hours. Call Back - if the customer has advised a call back would be appropriate, and

this call back could be made by anyone in the Outbound team, press the button and specify a date & time for the call back. This will put the candidate back into the campaign on that date & time.

Wrong Number - DO NOT CLICK THIS BUTTON

Section 4 This is where you can view the candidates comment history. Anytime a

customer has contact with MYOB a comment will be entered.

Section 5 Transaction Details - DO NOT USE THESE TRANSACTIONS Payment Details - DO NOT USE THESE PAYMENT OPTIONS All transactions & payments must be processed through Reggie.

Section 6 This is where you select the final outcome of a call (otherwise known as the

index category. Don't Buy - this is where you select the reason the customer decided not to

purchase the offer. It is where you also specify if the customer purchased the offer and it was processed through Reggie.

Buy - DO NOT CLICK THIS BUTTON



Information Resources

Information on products, services and procedures, as well as resources you may need, can be found in many places.

Sales & Service Database

This is a database in Lotus Notes where information on all Sales & Service area procedures is stored. You can also find information on current special offers, events & seminars.

It is also where information & resources (such as scripts and objection handling techniques) can be found for all campaigns operating in the Outbound team.

Staff Directory

The Staff Directory is another database in Lotus Notes. Here you can find information on all staff working at MYOB, including position, team, extension number and a photo.

FSMEL01

FSMEL01 is the server where MYOB documents and resources are stored. There are many directories within FSMEL01. The main ones used by Outbound are:

File ServerThis is where all external documents for customers are stored, as well as the forms that can be faxed / emailed from Reggie.

FireworksFireworks is where you can access specific documents or resources for Outbound (in the Outbound - Team Brazil 2006 folder). Fireworks also contains all Contact Centre Quality documents and results.

AppsApps is short for applications. If you need to install a program onto your computer (for example, you may need to install an updated version of Reggie) you will find the program in Apps.



Reggie (MYOB Customer Database)

You will learn the following basic functions of Reggie:

Searching for a customer Buttons in Reggie and their functions Adding a comment Checking contact details Checking cover history Checking transaction history Adding a new transaction Processing a lead Sending a fax or email my.myob password Customer requests to cease communications

Searching for a Customer

Reggie has advanced search features to enable us to quickly locate and identify customers. The above list indicates different types of searches that you can perform. To us these, simply use the format and type into the Find section. For example to search for a customer by a phone or fax number enter a p followed by the number i.e.: p0392229992



Buttons in Reggie and their functions

Send fax or email

Get Write Access (allow editing)

New Transaction

Add product

Delete Reggie comment

Archived history (show comment)

Add history (new comment)

Start PPC timer.

Order Enquiry



Adding a Comment

For every contact we have with a customer we need to record a comment detailing that contact.

Open the customers file and click the Add History button:

Record the details of the contact with the customer. If the customer was happy with your solution, press Save . If the customer was unhappy, press Save :



Checking Contact Details

If a customer decides to purchase a product from you using a credit card, you must action a four-point ID check (generally company name, contact name, address & phone number). All of these details can be found in Reggie under various tabs in the customer's file:



Updating Contact Details

What do you do if a customer advises:

Their address, phone / fax number or email address has changedOpen the customers file and click the Get Write Access button. This will allow you to edit their addresses, phone & fax numbers & email address:



The contact person has changedFirstly, confirm that the reason the contact person has changed is not because the business has changed hands. Once this has been confirmed, double-click on the product line that contains the incorrect contact name:

This will open more information about the product, and from here you can edit the contact person by clicking the Get Write Access button:

Their company name has changed or a new company has taken overIf a customer advises us their company name has changed, or a new company has taken over, we need to ask the customer one qualifying question:



Has your ABN changed?

If the answer is YESYou will need to follow the Request for Permanent Assignment of Software Licence (RPASL) procedure. Open the customer's file and click Write Access. Change the customer's address status from Active to Removed:

Remove the comment in the Urgent field and enter "RPASL IN PROGRESS" with today's date:

Fax / email the customer the RPASL form and save the changes you have made by clicking Save.

IMPORTANT: If an RPASL is in progress then no transactions can be processed for this customer until the RPASL is resolved.



If the answer is NO

You will need to follow the Company Name Change (CNC) procedure. Open the customer's file and click Get Write Access. Change the customer's address status from Active to Removed.

Remove the comment in the Urgent field and enter "CNC IN PROGRESS" with today's date.

Fax / email the customer the CNC form and save the changes you have made by clicking Save.

IMPORTANT: If a CNC is in progress you can still process transactions, however the customer's tax invoice will be issued under the old company name. Once we receive the CNC form back we can re-issue the tax invoice in the new company name if requested by the customer.

They are no longer in business or are using alternative softwareIf a customer's business has closed down, or they have moved on to alternative software we need to reflect the changes in Reggie:

Open the customers file and double-click on the product they are no longer using. Click the Write Access button, then click the drop-down menu next to Status:

You will be given a list of reasons to change the product status. Select from either No Longer In Business or Using Alternative Software:

Save your changes. This will change the product to a de-registered product:



Checking Cover History

In Reggie we can see when a customer's previous Cover plan expired (or when their current Cover plan is due to expire).

Open the customers record and double-click on the product you wish to view the Cover history for. Click on the Subscriptions tab:

SUP - this represents any Cover plans the customer had or has. You can see the from and to dates. Any To dates in red represent plans that have expired.

CMP - this represents any campaigns the customer may have been part of. When a customer gets loaded into Campaign Manager a subscription is created in Reggie.

Checking Transaction History

You can check a customers transaction history to see what purchases they have made in the past, and what method of payment they used.

Open the customers file and click on the Order Enquiry button:



This will open a list of all the transaction processed for this customer:

To view the details of a particular transaction, double-click on it:



Adding a New Transaction

When a customer agrees to purchase something we need to process the appropriate transaction.

Open the customers file and click the New Transaction button:

A list of available transactions will appear. Confirm the item and price with the customer. Highlight the transaction you wish to process and click Select:

Confirm the customer's delivery address & contact phone number. Obtain their credit card details and enter these into the Payment section. Click the Authorise button to authorize the customer's credit card:



You will be advised once the credit card has been authorized. Give the customer the authorization number and click OK, and click Save to save the transaction. You will then need to give the customer their transaction number. This is the TR number that is found in the Order Enquiry screen:



Processing a Lead

When you have spoken to a customer and recommended a product / service, but the customer advises they will need to think about it, or they would prefer to pay via another method other than credit card, you can process a lead.

When the payment is received it will be matched up to your lead and you will be credited with the sale.

To process a lead, open the customers file and click the New Transaction button (just as if you were processing a sale). Select the appropriate lead transaction from the list. For example, if you speak to a customer about Cover and they advise you they will pay by cheque, process the lead for Cover:

Once you have selected the lead, save the transaction. The lead has now been entered into the system.

List of commonly used lead transactions:

Lead Transactions Description LMPOWC M-Powered Services Lead - CALLBACK

REQUIREDLMPOW M-Powered Services Lead - NO

CALLBACKLSMEUPC SME Cover / Upgrade Lead - CALL

BACK REQUIREDLSMEUP SME Cover / Upgrade Lead - NO

CALLBACKLSMEFUPC SME Family Upgrade Lead -

CALLBACK REQUIREDLSMEFUP SME Family Upgrade Lead - NO

CALLBACK



Sending a fax / email

When you need to send a fax or email to a customer you can do this from Reggie. Open the customers file and select the Fax / Email button:

You can select from fax or email by clicking on the appropriate tab at the top of the screen:

Check the details such as email address / fax number, and write the body of your email below. You can then attached any required documents (for example, a Cover order form).



To attach a document, click on the FOD-AU tab located at the top right of the screen:

You can then search from a list of available documents. Locate the document you want a place a "x" next to it. When you have checked all your attachments click the Email / Fax button to send the email / fax.



My.myob password

If a customer asks you for the my.myob password WE CANNOT PROVIDE THE ACTUAL PASSWORD!

If we have checked all the customers details and confirmed their ID, what can we do? We can provide them with the hint We can have the password reset

To provide the customer with a hintOpen the customers file and click on the Web security tab to view their hint:

To get the password resetAdvise the customer we can reset their password. They will need to log back into my.myob and create a new password and hint. Email the customers details to your Team Support Specialist and they will reset the password and email / fax it to the customer.

Customer requests to be removed from our mailing list

If a customer advises you they do not wish to receive any faxes or emails from us, simply open the customers file, click the Write Access button and remove the fax number and / or email address from their file.

If the customer does not want to receive any communications (including information about new releases or cover renewal) they will need to complete a Request to Cease Communications form. This can be faxed / emailed from Reggie.



Reggie Exercises

1. Find the customer with the serial number 617904405750. What is this customer's company name?

2. Find the contact name Brian Blight. What is his phone number?

3. Search for the company name Bakers Delight. How many records are there?

4. Locate the serial number 617210806330. On what date in 2005 did this customers Cover Plan expire?

5. Locate the serial number 617238512060 and then locate the transaction TR321292. What did the customer purchase, when did they purchase and what method of payment did they use?

6. Locate the customer with the email address [email protected]. What is the hint for their my.myob password?



Commonly used Forms (FOD's)

FOD # NAME DESCRIPTION6003 MA Cover Accounting Cover order form6004 MP Cover AccountingPlus Cover order form6005 MU Cover Premier Cover order form6006 ME Cover AccountEdge Cover order form6015 Cover

ConfirmationFor customers who have purchased

Cover6018 MPMA UPG SUP Special Cover price for UAR customers6030 Cover Datasheet Information on Cover6103 Upg from MA Upgrade options for Accounting

customers6104 Upg from MP Upgrade options for AccountingPlus

customers6105 Upg from MU Upgrade options for Premier customers6106 Upg from ME Upgrade options for AccountEdge

customers8002 MU Whats New Information on the latest version of

Premier8004 MA Whats New Information on the latest version of

Accounting8006 MP Whats New Information on the latest version of

AccountingPlus8501 ME Whats New Information on the latest version of

AccountEdge6501 Replacement CD Order form for replacement CD6502 Replacement -

FaultyOrder form for replacement CD where

original was faulty6503 Repl - not

deliveredOrder form for replacement CD where

original was never delivered6700 MYOB User

GuidesOrder form for replacement User Guides

6701 CNC Company Name Change form6702 RPASL Request for Permanent Assignment of

Software Licence form6703 No

CommunicationsForm for customers who no longer wish to receive any communications from MYOB

10001 Invoices Information on M-Powered Invoices10002 Superannuation Information on M-Powered

Superannuation10003 MoneyController Information on M-Powered

MoneyController10004 Payments Information on M-Powered Payments10005 Bank Statements Information on M-Powered Bank

Statements10006 MPS Family Information on all M-Powered Services



Brochure6658 Training Courses Descriptions and schedules for MYOB

Training Courses

Introduction to MYOB M-Powered Services

MYOB M-Powered Services work from within the security of MYOB software to simplify some common business processes, including:

Receiving customer payments Making superannuation contributions Paying suppliers & employees Reconciling your bank accounts Providing for & paying your tax bills

MYOB M-Powered Invoices

MYOB M-Powered Invoices enables your customers' different payment options to pay you: BPay, credit card by phone / internet & Australia Post BillPay.

Features & benefits include: Helps you get paid faster. When your customers utilize any of these payment streams, you receive

those payments as clear funds deposited into your bank account the following business day assuming they've paid you before cut off time.

Gives your customers the convenience of paying through Australia's most popular payment channels.

BPay & credit card by phone & internet available 24/7. No contracts with service or CBA merchant facility. Can assist you improve your cash flow. Creates a very professional image for your business. It may reduce your aged debtors. Each day at approximately 3pm MYOB sends you a payment advice detailing

the invoice number, amount paid, date paid & the method of payment. Then, by utilizing the import assist function you can upload this information into your software & automatically reconcile this payment against the outstanding invoice in your software.

Create multiple invoice templates to sort specific customers. Choose which payment options to offer individual customers.

Simple, affordable, easy to setup service building on the invoicing features of your MYOB software to help you get paid faster & save time processing your accounts.

In summary, M-Powered Invoicing provides you with the ability to offer your customers the options of BPay, credit card by phone / internet & Australia Post BillPay enabling you to get paid faster & help improve your cash flow.



Which bank do I have to be with to use M-Powered Invoices?All banks are compatible with M-Powered Invoices.

M-Powered Invoices Cut Off TimesAustralia Post BillPay 5:00pm each business dayBPay 6:00pm each business dayCredit card by phone / internet 9:00pm each business day

M-Powered Invoices Fee Break DownMYOB fee $2 per paid invoiceCBA Merchant Facility Fees 1.69% on transactions OR $12 per

month, whichever is higher, plus 8c per transaction

What does an M-Powered Invoice look like?

MYOB M-Powered Superannuation

M-Powered Superannuation provides you with the ability to undertake the processing of superannuation contributions & payments to your employees directly from your software.

Features & benefits include: Having complete control within your software, eliminating any manual

calculating of superannuation contributions for each employee & fund. Reduces the time & effort it takes to calculate & pay superannuation

contributions. Contribution advices have all the required information & are automatically

provided with your electronic payment. Eliminates the need to complete superannuation fund payment forms 7 write

cheques for each fund. Superannuation payments can only be authorized by bank signatories to your

nominates business bank account. These signatures have been validated by your bank.

Similar to your signatory process at your bank, your software will prompt you for passwords when validating all payments.



No need to write cheques or pay for postage. Eliminates the need to complete & post contribution advices separately. Provides reports on all super contribution types, for all publicly listed super

funds & employees. This eliminates the need to generate separate reports for each super contribution type.

Ability to reduce your bank fees as a single debit is made to your nominated business bank account for the total of your super payments.

Payment receipt numbers are issued for all transactions made using the services.

In summary, M-Powered Superannuation allows you to process super payments electronically within your software, and eliminates the need to write cheques & manually send contribution advices.

Which bank do I need to be with to use M-Powered Superannuation?All banks are supported with this service.

MYOB M-Powered Superannuation Cut Off TimesEmployee Contributions 3:30pm each business day

MYOB M-Powered Superannuation Fee Break DownEmployee Fee $3.00 per quarter per employee

How does MYOB M-Powered Superannuation work?



MYOB M-Powered Payments

M-Powered Payments enables you to pay both employees & suppliers directly from your MYOB software. This service also includes the ability to have remittance advices automatically sent to suppliers by email or fax.

Features & benefits include: Enables you to streamline your payment processes, reducing the time & effort

it takes you to pay your employees & suppliers. Remittance advices are automatically sent to suppliers on confirmation of the

payment by your bank. Payments can be future dated up until 45 days to assist with paying them on

time. Keeping track of your payments, having full control, no need to go outside

your software, no need to import ABA files……eliminating double handling. Similar to your signatory process at your bank, your software will prompt you

for passwords when validating all payments. Payments can only be authorized by bank signatories. These signatures

have been validated by your bank. M-Powered Payments provides historical reports, viewing the status of a

payment & processed payments can be utilized as a payment receipt. Ability to reduce your bank fees, as a single debit is made to your nominated

business bank account for the total of all payments. No need to be online whilst processing payments. No need to write cheques or pay for postage.

In summary, M-Powered Payments allows you to process payments electronically, automating supplier remittances & generating historical & real-time reports all within your MYOB software.

Which bank do I need to be with to use M-Powered Payments? Commonwealth Bank & Westpac customers can apply immediately. ANZ Bank & National Australia Bank customers can submit an expression of

interest (EOI). An additional form (TNA form) will need to completed for all other bank

customers.

M-Powered Payments Cut Off TimesCommonwealth Bank customers 5:30pm each business dayWestpac customers 4:45pm each business dayAll other banks (TNA) 5:30pm each business day

M-Powered Payments Fee Break DownCosts for CBA & TNA's 25c per transaction lineWestpac fee* 11c per transaction lineMYOB fee 14c per transaction line*Westpac setup costs are $275, dependant on the customer's relationship with the bank)



How does M-Powered Payments work?

MYOB M-Powered Bank Statements

M-Powered Bank Statements reduces the time & effort it takes you to view daily & historical bank balances & transactions. It also provides the ability to reconcile your accounts with ease all within your MYOB software.

Features & benefits include: Allows you to instantly retrieve daily bank account balances & transactions

from your nominated accounts from within your software. Eliminates the need to go outside your software to download an ABA file, or

work from manual statements. All bank statements are stored within your software, dating back to your

approval date for the service. All discrepancies, eg. bank fees, will be generated within your discrepancy

report allowing you to manually reconcile your accounts. Automated reconciliation against your general ledger records. All statement information is automatically downloaded & stored for future

reporting purposes via a secure internet connection from MYOB.

In summary, M-Powered Bank Statements provides you with the ability to view banking history & transactional reports all within your software. This eliminates the need to import ABA files & the need to go outside MYOB. Accounts can be reconciled with ease as discrepancies are found with a click of a button.

Which bank do I need to be with to use M-Powered Bank Statements? Commonwealth Bank & Westpac customers can apply immediately. National Australia Bank & ANZ Bank customers can submit an EOI.

M-Powered Bank Statements Cut Off TimesBank Statement Information 9am each day following a business day

M-Powered Bank Statements Fee Break DownStatement Transaction Fee 10c per transaction

How does M-Powered Bank Statements work?



MYOB M-Powered MoneyController

M-Powered MoneyController is two accounts (with Macquarie Bank) linked to your general trading account designed to help you track your liabilities & analyse your investment capacity at an instant snapshot.

Features & benefits include: The first account is a provisions account which assists in tracking your

liabilities in real time, estimating what funds you need to set aside to avoid any possible shortfall so you'll then have funds readily available when it's time to pay the ATO & other liabilities.

The second account is the investment account. It allows you to see your investment capacity (potential savings).

Using your software you can move funds between your trading account & linked Macquarie accounts.

Have control of your financial position at any time Within your MYOB software you can see how your liabilities are financially

tracking in real time. No bank fees or charges from Macquarie bank or MYOB. Enables electronic access to interest bearing accounts without the minimum

balance restriction. Transfer funds to the ATO electronically within your software. Earning 4.75% interest rate on surplus cash & taxes you have set aside for

the ATO. Security of money transferred within your software. No need to change banks because M-Powered MoneyController is

compatible with your existing banking arrangements.

In summary, M-Powered MoneyController provides you with a snapshot of your financial position at any time. This allows you to manage your liabilities such as the ATO & pay them directly from your MYOB software.

Which bank do I need to be with to use M-Powered MoneyController?Both the Macquarie Provision & Investment accounts can be linked to any General Trading Account of any Bank.

M-Powered MoneyController Cut Off Times



Funds Transfer 3:30pm each business dayStatement Information 9:00am each day following a business day

M-Powered MoneyController Fee Break DownThere are no account keeping, setup or transactional fees.

How does M-Powered MoneyController work?



Identifying an MYOB M-Powered Lead

M-Powered Services – ‘One Liners’ - Qualifying the Lead

Qualifying Questions

Are you on cover?If yes, the customer can access the M-Powered Services and MYOB will waive the $10 per month access fee.

What version and what program are you using?Refer to the M-Powered Services Version Compatibility Chart to determine which MPS will match the customer’s program/version.

Probing Questions – all answers/comments should be added into Reggie

M-Powered superannuation allows you to pay your employees superannuation electronically through MYOB. No more sending out cheques, less paperwork, and it saves time.

Do you use the payroll in MYOB? Yes – Create Lead How many superfunds do you pay superannuation in to? More than 1 –

Create Lead Are any of these superfund’s self managed? No – Create Lead How many employees do you have? More than 1 – Create Lead

M-Powered invoices allows your customers to pay their invoices to you, by using extra payment options such as BPAY, credit card over the phone, or Post BillPay (at an Australia Post outlet by using a barcode on the invoice). The invoice will look more professional – similar to a phone or electricity bill.

Do you issue invoices from MYOB? Yes – Create Lead How many invoices do you issue per week? More than 1 – Create Lead

M-Powered payments allows you to pay your suppliers and wages electronically through your MYOB software and it will automatically send out a remittance advice slip to the supplier for you. No more double handling or cheque costs.

How do you pay your suppliers – cash, cheque, electronic transfer? Any option – Create Lead

What bank are you with? Commonwealth Bank or Westpac - Yes – Create Lead. ANZ or National – Yes,Create No Call back Lead and fill in an Expression of Interest Form (on the public website). Other Banks? Yes – Create Lead, let customer know there is an additional form they will also need to fill out from their bank to use this service.



M-Powered bank statements allows you to receive and automatically reconcile your nominated bank statements with the accounts in your MYOB software. No more double handling or doing it the manual way.

Do you reconcile the bank statements against your MYOB? Yes – Create Lead

What bank are you with? Commonwealth Bank or Westpac? Yes – Create Lead. ANZ - Yes, Create ‘No Call back’ Lead and fill in an Expression of Interest Form. Other banks cannot access this service

M-Powered MoneyController is a fee free service, where MYOB and Macquarie -Bank work in partnership to offer MYOB customers a high interest earning account, where you can earn 4.75%p.a. on money put aside to meet liability obligations.

Would you be interested in this service? Yes – Create Lead for all MYOB Customers they can all use this as long as they are on the correct version.



Listening to recorded calls




Phone Training The phones are an important part of the business. There are many functions that our phones can perform. Below are instructions on how to use some of the more common functions that you will need in day to day work.

Log on / off

BLACK PHONESTo log on:

Select Line 1 Select *15 Type in your extension number with an 8 instead of a 7 in front. Eg: My

extension is 7200, I log in as 8200. Wait for three beeps. Wait for the number 30 to show (this means you are on the outbound

channel)

To log out: Select Line 1 Select *16

GREY PHONESTo log on:

Select Log In Type in your extension number, starting with 8 instead of 7. Eg: My extension

is 7200, I log in as 8200. Wait for the number 30 to show (this means you are on the outbound

channel)

To log out: Select Log Out

To check if you are patched in press *oo and your extension number should show.

Workstates

When you are not on a call, when you are performing a work-related task off the phones or when you may be on a scheduled break……use the workstates function.

Workstate 1 Breaks…Scheduled tea breaks or bathroom breaksWorkstate 2 IT Issues…Includes computer freezes/crashes, telephone problemsWorkstate 3 Training…Team leader coaching, review of personal performance

data, dept, team, individualWorkstate 4 Lunch break…scheduled 30min lunch breakWorkstate 5 Open Issues…following up on customers issues.Workstate 6 Meetings…One on one meetings, team and department meetingsWorkstate 7 ProjectWorkstate 8 Quality Listening…Quality listening or RecordingWorkstate 9 Outbound…Making outbound calls.

To enter a particular workstate……Press workstate and then the appropriate number.



You can only use the workstate function when you are not on a phone call.

Vu Stats

The view stats function allows you to check how many customers are available in each queue, and what the wait time is. The data dis[played updates every 30 seconds.To display a queue….Press ‘VU-STATS’ on your phone followed by the appropriate number – this information can be found on your phone list.

Transferring a call

You may need to transfer a call to another area or department.

To transfer a call….select Transfer button Type extension number required (use phone list) Select Transfer again to complete the process.

Placing customer on HOLD

When placing the customer on hold you will need to ask the customers permission…. For example: Do you mind if I put you on hold? Thank them for holding when you come back to them.....

Press ‘Hold’ for function to work, and reselect ‘Hold’ to return to the customer.

Voicemail

MYOB uses the Audix system to take voicemail messages

Logging in to Audix Dial the Audix system extension number 9799 Enter your extension number followed by # Enter the password (by default it is 1357) followed by #

Recording your name After logging in, Audix will ask you to record your name Press 1 to record your name Record your name immediately when you hear the tone Press 1 immediately upon completion If you wish to re-record, press 1 again and repeat the above procedure Press # to confirm and hang up

Creating & Changing Your GreetingThis is the greeting callers will hear when they are directed to Audix.



Log into Audix & you will hear the Activity menu Press 3 to administer personal greetings Press 1 to creat / change or delete a greeting Follow the voice prompts, enter the greeting number, create greeting etc Activate greeting for All Calls upon completion

Retrieving Your MessagesWhen you have voicemail a red light will appear on your phone (next to ).

Log into Audix Enter your extension & press # Enter your password and press # Press 2, then 0 and listen to your messages.



Listening to recorded calls




Follow-up Training

You will be provided with training on the following sessions post your induction training. Please place a tick next to the topic once you have completed training

IRC

Sales & Service Inbox

Profit Share

FSRA

Professional Partners

Registrations / Activation & Confirmation

What's New for 2006

Review of IT Skills

Review of Product Knowledge

Review of Sales Skills

MYOB Training Courses

Objection Handling Workshop

Quality

Cross-selling / Leads generating Workshop

Software Exchange

CNC / RPASL review

Archie Training

Calls for Other Departments

Retail Product Overview (including RMP's)
