Participant Workbook Table of Contents Welcome to GoDaddy! ............................................................................................................................................................ 4 Account Creation ..................................................................................................................................................................... 5 Tools and Resources .............................................................................................................................................................. 11 Introduction to WOW ............................................................................................................................................................ 13 Introduction to Troubleshooting ........................................................................................................................................... 15 Introduction to Domains ........................................................................................................................................................ 17 Using Domains ....................................................................................................................................................................... 19 WOW: Building Rapport......................................................................................................................................................... 22 Domain Management ............................................................................................................................................................ 24 Domain Transfers ................................................................................................................................................................... 28 Introduction to DNS ............................................................................................................................................................... 30 Introduction to Email ............................................................................................................................................................. 32 Using Email ............................................................................................................................................................................. 33 Email Troubleshooting ........................................................................................................................................................... 35 Starting a Website.................................................................................................................................................................. 40 Web Design Services .............................................................................................................................................................. 42 Websites + Marketing ............................................................................................................................................................ 44 OJT Expectations .................................................................................................................................................................... 49 Account Maintenance ............................................................................................................................................................ 51 Managed WordPress ............................................................................................................................................................. 54 Shared Hosting – cPanel ........................................................................................................................................................ 57 cPanel Email ........................................................................................................................................................................... 60 Shared Hosting – Plesk ........................................................................................................................................................... 62 Hosting Troubleshooting ....................................................................................................................................................... 65 Website Security .................................................................................................................................................................... 75 Hands-off Troubleshooting .................................................................................................................................................... 79 Paid Services .......................................................................................................................................................................... 81 WOW: Discover and Solutions ............................................................................................................................................... 83 DNS Review ............................................................................................................................................................................ 85 Marketing ............................................................................................................................................................................... 87 Aftermarket............................................................................................................................................................................ 92 Troubleshooting Review ........................................................................................................................................................ 94 WOW: Closing ........................................................................................................................................................................ 96 WOW: Review ........................................................................................................................................................................ 98 Customer Privacy ................................................................................................................................................................. 102 Welcome to GoDaddy! Notes: Small Business Prep – Start Your Side Hustle Over the next few weeks, whenever we talk about a product or service, we will give you the chance to use those products to create a business you are truly passionate about. First, complete the following questions about the business you would want to own: 1. What type of business will you open? 2. What is the name of your business? 3. Do you offer services? Do you sell goods online, in a brick and mortar location, or both? 4. Why do you want to own this type of business? 5. What would your logo for look like (describe it below)? Account Creation Tools & Resources: TLA Info: Tips & Tricks: Notes: Activity: CRM Scavenger Hunt • Answer all questions and how you determined the answer. • Be prepared to share with the class. • Validate all accounts using the first 6 digits, and last 4 digits, 601111-1117 • Notate each account you access with “Training”. Search for your own 3-letter account 1. Figure out how to locate the personal information on the account (name, address, phone number, etc.) 2. Make sure everything is accurate to what you see below. If it is not, update and Save. Do a search for account PD1: 1. Where do you go if the customer asks you to change their email address because it is out of date? 2. How many total products does the account have? 3. How much total money has been spent in this account over its lifetime? Do a search for account RQB: 1. What was purchased on 05/07/2013? 2. What is the receipt number? 3. Who completed the order for the purchase? Do a search for account KLT: 1. What message did we send that failed? 2. Why did it fail? 3. Where do you see what email address it failed to send to? Activity: Mock Calls • Use the information below during the Mock Calls Activity. • If you are reading this and it’s either not time for that activity yet, please do not read further. Scenario 1: Customer Details: Customer Name: Bobby Drake Account Number: 255955297 PIN: 7181 Directions: As the customer, you will start the conversation with the following issue: “I cannot log into my GoDaddy account to renew my products.” Details you can share with your guide when/if they ask: • You do not know the email address on file. • You are not receiving the 1-time code being sent by guides in the past. • You cannot log into your account on GoDaddy.com • You have been a customer for 10 years. • You received an email from GoDaddy about renewing your products. Solution: To resolve your issue, your guide should: • Guide you to changeupdate.com. • Advise you of the 72-hour time frame for response to the changeupdate.com form. Scenario 2: Customer Details: Customer Name: Bruce Banner Account Number: 255955564 PIN: 1011 Directions: As the customer, you will start the conversation with the following issue: “I can’t log into my GoDaddy account.” Details you can share with your guide when/if they ask: • You do not know the email address on file. • You cannot log into your account on GoDaddy.com • You just started your engraving business a few month ago and need to update your website. • You are not receiving password reset emails that are being sent when you click “I