Verizon Freedom for Business Expansion PAK Sales and Strategy

1. Verizon Freedom for Business Expansion PAKSales and Strategy Business Strategic Packaging Group

2. Market Summary Past Verizon first introduced unlimited calling plans (Freedom for Business) in 2003 to defend our existing customer base Competitors responded with their own unlimited plans and these have now become “table stakes” in the major markets Freedom Expansion PAK Measured Usage Unlimited – Voice Network Unlimited Broadband Network Freedom for Business Pricing optimized based on market, regulatory & finance VoIP = low cost Cable Triple Plays • Present • By championing low cost VoIP, Cable Companies have gained a price advantage in key Verizon Markets • Cable companies utilizing bundling plans put VZ at a disadvantage with a la carte pricing • VoIP utilizes simple price options with flat rated long distance • Future • Freedom Expansion PAK is Verizon’s bridge to VoIP expected in the second half of 2009 • Will be competitively priced to combat migration to competitor’s VoIP Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 2

3. Competition • Major competitors have full unlimited offers • Some include discounts for term and/or additional lines • Many include calling features • Competition varies by Region • CLECs vs. Cable Companies • Cable companies are aggressive competitors • Cable companies marketing solely on price • Quality of service or customer service not highlighted • Voice service provided through broadband • Double & Triple Plays are standard offers • Many cable companies don’t differentiate between Consumer and Business Prices • Freedom Expansion PAK offers a comparable price for a Voice not VoIP product • Help defend our market share against cable providers Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 3

4. Product Description 2 Line Package Broadband One Simple Rate $119.99** w/3 year term POTS or CustoPAK High Speed Internet or FiOS MAIN LINE Unlimited Calling & Features ADDITIONAL LINE Calling Features + Additional Line Options TV Option Available 9/16/08 OR Verizon Freedom for Business Expansion PAK • One low priced package for a flat monthly fee • Consists of one Main line and at least one Additional line • Main lines offered on a 1 and 3 year term FiOS TV/DIRECTV Available • 1 line • Calling • Features • $30.00* • 1 line • Unlimited Calling • Calling Features • $60.00* **Illustrative Rates; Not Applicable for All States Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission 4

5. Product Description Line Restrictions • Available only to customers with < 25 lines at the time of negotiation? • Unlimited calling can be sold on up to 10 lines total per account • LPIC and PIC to Verizon on ALL lines in the package is required, even those without unlimited calling • Customers must be Loop Qualified or FiOS capable Line Features • Main line includes unlimited nationwide calling • All Main and Additional lines include up to 5 calling features • Call Forwarding, 3 Way Calling, Call Waiting, Voice Mail & Caller ID • Customers can pick 1 to 5 of the calling features • Additional calling features may be added at tariff rates Long Distance Options • Firm Rate Advantage can be added to account to cover lines without unlimited calling • Minimum Spend Level (MSL) will be waived Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 5

6. Product Description Non recurring charges (NRCs) • NRCs will be waived for LEC products only on the 3 year term • High Speed Internet NRCs will be charged BAU Broadband • Customers must select either Verizon HSI or FiOS as part of the package • Consultants must Loop Qualify or FiOS qualify the customer before offering Expansion PAK • The customer must meet the minimum speed requirement in order to qualify • Customers who want faster speeds will receive a 20% discount off that HSI/FiOS package • Broadband NRCs are usually covered by rebates and we expect this to continue Other • Price points will match within regions wherever possible and match in regions with overlapping areas • Truck Rolls are not included in NRCs and will be charged as required *Illustrative Rates; Not Applicable for All States. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 6

7. Product Description BROADBAND High Speed Internet (HSI) • Minimum of Verizon 3 Mbps HSI on a 1 year term is required • Customer must provision at a minimum of 1.5 Mbps in order to be eligible for the discount • Currently, there are a few customers who pay for the 3 Mbps HSI but only provision at 768. If this is the case, they will not qualify for XPAK at this time. (Future plans for IT will change this requirement so that any customer who pays for the 3 Mbps product will get the discount.) • HSI must be on a line on the customer’s account and cannot be credit card billed • HSI does not have to be on a line with the Expansion PAK USOC/IOSC FiOS • In CA, OR, WA, IN, TX, FL, SC, NY, NJ, MA, RI, MD, VA, PA and DE the minimum requirement is 10M/2M Dynamic • 1 yr Expansion PAK must have a 1 yr FiOS; 3 yr Expansion PAK must have a 2 yr FiOS Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 7

8. Product Description Television FiOS TV • FiOS capable customers whose LFA and SWC is equipped for TV • 2 TV packages are available with a 20% discount • Discount does not apply to add on packages or the Tavern product • 1-Year term available; no month to month option • MRC will be calculated within the total summary price in the XPAK summary grid on the LEC portion of the bill DIRECTV • Select packages are available with a 20% discount • 1 or 2 Year term available; no month to month option • The DIRECTV portion for XPAK will be separately billed by DIRECTV Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 8

9. Product Description Cancellation & Termination Liability LEC Components • Cancellation of any of the “non main line” components: Additional Line, Features or Unlimited Calling, will cause remaining components to go back to a la carte rates Broadband (30 day grace period) • FiOS: $200 ETC for 1 Year Term $250 ETC for 2 Year Term • HSI: $100/$149 ETC for 1 Year Term Main Line (60 day grace period) • Cancellation incurs a charge of: • $75 for default of the 1 year term • Default of the 3 year term • $225 if canceled during 1st year • $150 if canceled during 2nd year • $75 if canceled during 3rd year Grace Period • If the customer terminates service within the first 60 days, starting on the Order Completion Date, customer will be liable for the monthly charges, and the TLA for the Main Line will be waived • Grace period also applies to auto renewed packages Terms • Main Lines offered on 1 & 3 Year Terms • Additional Lines are MTM only • Term agreements automatically renew for another 1 or 3 year term unless customer initiates a change • HSI (1 yr) & FiOS (1 & 2 yrs) terms are BAU and separate from Main line term Term Agreements and Termination Liability Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 9

10. Communication Strategy One recognizable price for one recognizable suite of products • Eliminate laundry listing in the Sales Channels • Upgradeable package to include higher speed HSI or FiOS (where available) and TV Media Channels Billing Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 10

11. Pricing Strategy • Solidify positive customer relationship & positioning and increase retention by driving customers to commit to a 3 year term plan-3 year term pricing (~ 15% discount) better than 1 year pricing (5% discount) Pricing • Provide fresh marketing offer for both Acquisition and Winback programs • Promotional pricing will be available to Winback customers (where available) through Bottom of the Bill for more robust offers • Competes head to head with Cable offer Pricing Drives Behavior • Drives Customers to 3-year term • MTM 2-line/Broadband customer saves on average $24/month moving to 3-year Package (varies by state) • Promotes Unlimited Calling • Unlimited calling (Freedom All) fixed component of the Main line • Promotes Broadband • MTM 2-line customer can upgrade to Broadband for as low as $9 when purchasing the 3-year term (varies by state) Whole Office Solution • TV component offers quality programming at reduced rates and retains customers Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 11

12. Fulfillment and Billing Fulfillment 1 Letter for all of the LEC and LD components of the Freedom for Business Expansion PAK 1 LD letter to cover the lines with unlimited calling LEC Letter will advise customers to look for Broadband emails to learn more about their Broadband order Broadband Fulfillment process will continue BAU Billing 1 simple easy to read price Reinforce one price message Clear explanation of package components • Summary Grid on Bill • ♦Your Verizon Freedom for Business Expansion PAK at $xxx.x9 includes: • ♦ Freedom Expansion PAK Main Line – 1 yr • ♦ Dial Tone Line • ♦ Calling Features • ♦ Unlimited Nationwide Calling • ♦ XX Freedom Expansion PAK Additional Line • ♦ XX Freedom Expansion PAK Additional Line with Unlimited Nationwide Calling • ♦ Verizon Affiliate Name Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 12

13. Positioning • Reliability • Allow customers to get on with their business with no worries about their telecom needs • One flat monthly fee means their monthly cost remains fixed (predictable) • Purchase a Whole Office Solution from a company they know and trust • A network that handles over 1.2 billion calls a day with over 99.9% reliability • Savings • Term agreement option in exchange for discounted MRCs • Provides on average a 15% savings over purchasing products separately • 3 year term rewards customers with deeper savings for their loyalty • Custom Fit • Perfect fit for our 2 line and above customers • Designed with flexibility to expand as their business grows • Additional lines can be customized with our without unlimited calling • Unlike cable, we can add a vast number of a la carte features and plans Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 13

14. Promotions Through out 2009 XPAK will continue to be the LEAD Offer in most states. Different promotions will be in place to sell XPAK with additional lines, faster internet speeds, and TV. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

15. FiOS – XPAK Triple Play Promotion Valid 1/2/2009 – 6/30/09 • LEAD OFFER • FiOS Internet Access-20Mbps/5 Mbps • Local Access Lines - Custopak with VM,CID,3WC,CF & CW • Domestic LD, Toll & Local Usage - Unlimited with One Line • Additional Line w/Features - $27 • Additional Line w/Features & Unlimited Domestic Usage - $60 • Video - FiOS TV (125 Channels) Per Month Starting at $139.99 + SLC w/$35.99 BOB Credit One Time $198.99 Router & Install $290 FiOS BB & FiOS TV Rebate Bundle price points achieved after bottom of the bill discounts; select appropriate promotion offer in RETAIN or NRI Console (Winbacks). Rates above are for illustrative purposes only using Maryland Promotions Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 15

16. FiOS – Enhance the Service Valid 1/2/2009 – 6/30/09 • Add Phones – 4 Line phone (NSQ412) Optional Music-On Hold and Headsets available • Increase speeds – 50 Mbps/20 Mbps • Add Security – VISS ($5.99 1st Month Free) or Verizon Secure Mail ($6.95) • Add Storage – 5GB Remote Storage ($4.99 1st Month Free • Add Point of Sale – Verizon Merchant Services (Refer to Chase) • Add Wireless Voice – Verizon Freedom for Business w/VZW • Add Wireless Broadband – Verizon Flex Business Internet Rates above are for illustrative purposes only using Maryland Promotions Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

17. HSI – Lead Offer – XPAK Triple Play Valid 1/2/2009 – 6/30/09 • High Speed Internet Access – HSI 3M or Greater • Local Access Lines - CustoPAK w/VM, CID, 3WC, CF & CW • Domestic LD, Toll & Local Usage - Unlimited with One Line • Additional Line w/Features - $30 • Additional Line w/Features & Unlimited Domestic Usage - $60 • Video - Direct TV 80+ Channels • Per Month • Starting at $129.99 + SLC (for new XPAK & new line) w/$37.97 BOB Credit for Plan A • If New HSI 3M Basic w/$42.34 BOB Credit includes SLC for Plan A • If New HSI 5M w/$52.35 BOB Credit includes SLC for Plan A • If New HSI 7M w/$68.35 BOB Credit Includes SLC for Plan A • One Time • $198.99 Router & Install & $290 BB & TV Rebate Bundle price points achieved after bottom of the bill discounts; select appropriate promotion offer in RETAIN or NRI Console (Winbacks) Rates above are for illustrative purposes only using Maryland Promotions Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 17

18. HSI – Enhance the Service Valid 1/2/2009 – 6/30/09 • Add Phones - 4 Line Phone (NSQ412) $189.00 when ordering new HSI with bundle (10% Discount) Music-On-Hold & Headsets available • Add Security - VISS ($5.99 1st Month Free) or Verizon Secure Mail ($6.95) • Add Storage - 5 GB Remote Storage ($4.99 1st Month Free) • Add Point of Sale - Verizon Merchant Services (Refer to Chase) Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

19. Selling the Complete Package All customers want to get the most from their service. Whether it’s a new customer who has high hopes and expectations for their business, or an existing customer who needs to optimize costs, maximize efficiency, and generate more revenue. We can help them with expert advice to ensure they have the best value and the best communications package based on their needs with the Verizon Business ExpansionPAK service. Remember to Loop Qualify the customer PRIOR to offering Freedom ExpansionPAK. If the customer is not loop qualified, the package cannot be offered. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

20. Assume the Sale: How do you make the sale? Use assumptive selling! • Assume the sale on every call! • Assume the customer is there to purchase • Gain commitment from the customer • Eliminate any doubt by assuring the customer you are guiding them • Assume their business would benefit from our complete line of products • Assure them you can make their business more profitable How do you do that? • Remove phrases that make the sales process convoluted: • could, if you would like, if you want to, maybe, can you. • Use strong, clear, directing phrases, like: • when, let’s go ahead, I’m/your going to, we need to, let’s move forward Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

21. Qualifying Questions • Ask qualifying questions that will help uncover potential objections which may arise later on. Asking questions will keep the prospect involved. • Think about how to make the prospect visualize the benefits of the package. Ex. Help customers picture how unlimited calling will allow for extended conversations with key customers, or how FiOS TV/DIRECTV will keep customers comfortably occupied and entertained while in the waiting room. • Focus on areas that are of most interest to the prospect. (Cost Savings, Enhanced Communications.) Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

22. Managing Objections/Using Promo’s After promotions are used to overcome initial objections … • Ask the customer what is holding them back. • Remind them that everything that was recommended was uncovered during the interview process. • Reinforce with the customer how the recommended products will benefit the customer. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

23. Package Additions Freedom Expansion PAK FiOS TV or DIRECTV FiOS Data or HSI Wireless ExpansionPAK is the perfect base to offer additional services Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission Verizon Proprietary and Confidential - Not for Use or Disclosure without Permission 23

24. Additional lines Additional lines mean customers won’t miss important calls and dedicated lines for fax, credit card machines, alarm systems, and private business lines will keep their main business lines clear. Examples of some businesses that should have additional lines includes; • Restaurants - additional lines for reservations, take out orders, credit card machine, ordering supplies. • Home Improvement Companies - The telephone is their lifeline! Every sales opportunity can be hundreds or thousands of dollars! • Retail Stores - even small retail stores need additional lines. Fax lines, credit card lines, alarm system lines, and additional lines for rotary hunt of course! Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

25. Additional Lines Ask your customers... Are your customers getting through to someone when they call your business? ● Will your customers always call you back and tell you they received a busy signal? ● Will they always leave a voice message if you miss their call? ● Do they know how many opportunities they are missing? ● Your time is important, so it theirs! When a customer calls, they are ready to do business now! Do your phone lines perform multiple functions? ● Do you use your services as a phone / fax / modem / credit card / alarm line? ● Are your customers getting a busy signal while you fax long documents, use the internet, or process a credit card transaction? Do you delay outbound calls? ● Do you worry about tying up your line while waiting for an important call? ● What is the cost of waiting? Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

26. Additional Lines “Mr/Mrs/Ms Customer you can add an additional line for about $1 per day or less, and additional lines help ensure customers reach your business.” “Mr/Mrs/Ms. Customer being able to make an outgoing call when you need to helps make your business more efficient.” Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

27. TV TV is everywhere today! If your customer says they don’t need TV in their business they may be thinking of how TV works for them at home and not in the work place. For businesses with TV already, determine what the customer is paying today and compare to our rates. Most cable companies repackage residential TV for Business, so their programming doesn’t really fit the business customer’s situation. With FiOS TV and DIRECTV, customers get state of the art TV, with the finest programming, all with digital quality picture and sound. FiOS TV/DIRECTV is a great value. Video questions: -How does your business currently use TV? -How many TVs does your business usually have turned on? -What are you currently paying for your TV service? -Where are the TVs located at your business…waiting room? break room? -Does your business serve food and beverages? -Do you want sports programming? FiOS TV/DIRECTV Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

28. TV “Mr/Mrs/Ms” Customer with everything going on today employees and customers need to stay in touch with breaking news and information. “ “Mr/Mrs/Ms” Customer having TV in your business can actually reduce customers perceived wait times while they wait to do business with you and they’ll appreciate that you cared enough about their valuable time!” “Mr/Mrs/Ms” Customer many businesses have TV today because they know that keeping customers entertained while they wait helps set their business apart from the competition, especially in this economy.” Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

29. Verizon Wireless Verizon Freedom For Business With Wireless Voice BWV leverages the Verizon Wireless “IN” calling capability to provide small business with unlimited incoming and outgoing calls between small business wireless lines and up to five business landline BTNs/WTNs. Wireless Questions • Do you have Verizon Wireless Service? • How many of your employees work remotely? • How many of your employees use their cell phones to call the office? • Are your employees on the road most of the day? • How would you or your employees like to enjoy unlimited calling between your Business line(s) and Verizon MTN(s). Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

30. Verizon Wireless Recommendations: Existing Verizon Wireless: • “Mr/Mrs/Ms/Ms” Customer, you mentioned your employees are on the road a few days a week, because of this I strongly recommend we sign you up for our new offer of unlimited calling between your business line(s) and their VerizonWireless services. • “Mr/Mrs/Ms/Ms” Customer, I know you want your company to enjoy the flexibility of being able to call from their Verizon Wireless phones to your assigned numbers list at anytime for an unlimited amount of time. Recommendations: Non Verizon Wireless: • “Mr/Mrs/Ms/Ms”. Customer, now that I have completed your request I wanted to recommend that you take advantage of our MOC Assigned Numbers List. I can get you to someone who can explain about Verizon Wireless services and I’m sure you already know about us being the most reliable network! • “Mr/Mrs/Ms/Ms” Customer, you mentioned that your are on the road and often have to call your office. I’d like to recommend that you think about switching to Verizon Wireless so you can enjoy unlimited calling for just $X.XX monthly. Let me get someone on the line that can give you more information about this. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

31. Scripting – Setting the Stage Scripting – Setting the Stage Make Recommendation that includes all services to meet business’ needs “Mr/Mrs/Ms/Ms.” Customer, based on what we discussed, I recommend Verizon’s Freedom for Business Expansion Pak service which will take care of all of your Voice/ BB /TV/ Wireless needs and help to make your business grow. You’ll get … VZ FFB Expansion PAK 2+ lines • FFB • Feature PAK 1 or 2 • HSI/FiOS Security Bundle • VISS • VOBS • VSM Additional Services • FiOS TV/DIRECTV • Add’l VAS (PTS, VMS) • One Bill • VFBWV • VFBI …for only$XX.XX per month plus taxes/surcharges.” Include appropriate products based on customer/business needs uncovered during Interview stage. Use Expansion PAK Calculator HSI/FiOS for total pricing and explain each component/package recommended so customer understands how total price was Determined. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

32. Customer Benefits Acquire & Retain Customers • Nationwide calling & broadband Internet means talk, email, and research new opportunities as often as needed to generate new customers and also effectively manage existing customers. Prioritize & Balance Time • Broadband Internet provides faster connections, and decreases down-time. Download and upload internal and external files faster than a dial-up connection and that means increased productivity. Reliability • Verizon’s network handles over 1.2 billion calls a day with over 99.9% reliability and get double your benefits when you include Verizon Wireless. Increase Profitability • Peace of mind with the same low rate for 36 months with the 3 year commitment. Manage Growth • Grow your business with Verizon’s help and expand your geographic marketing reach with Nationwide calling and Broadband Internet. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

33. Business Retain Offer Rules Bundle Requirements: • A 1 line offer can only be pitched to a 1 line customer • Always ensure that customer has all of the components required to earn the bundle • (i.e. 1 Line + FFB + BB + FP + OB) • Must include new Broadband or new Freedom • 1L “Push” offer credits always require a new HSI • Always Retract Offers if customer breaks bundle (i.e. disconnects line or disconnects Broadband or disconnects any other Offer components that the BOTB credit was based on) • $200 FIOS Closer can not be used with any bundle offers • The $50 HSI Closer canbe used with bundle offers (i.e. 1 line bundles and xPak bundles) as “last ditch effort” to close a new HSI sale • Customer can only have 1 Credit offer of the same Offer type (i.e. New Services/Acquisition Offer, Shopper Offer or Save Offer) Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

34. Business Retain Offer Rules • Customer can have both an HSI and LEC Offer simultaneously • Customer can have a Gift Card and Credit offer simultaneously • Consultants can not create a fictitious order # in the New Services Flow with the intent of forcing Retain to process a Credit offer. If this is done, Customer will not receive Credit. • In a Save situation, if the Customer already has a Save offer, it is acceptable to pitch a richer Save offer if you Retract the existing Save offer, and the Customer meets all of the Offer requirements of the new Save offer. • FiOS Data only customers (i.e. no BTN on the account) can not have the FiOS Closer applied via LEC Retain. Send an email containing the following information to Cindy H. Elliott and she will add the customer to the pending fulfillment list for the FiOS Closer offer: • Contact name • Business name • Business street address, city, state, zip code • FiOS Order Number • Program name - $200 FiOS Closer Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

35. Sales Order Entry Check list • BQT – Be sure to enter the order in BQT. Failure to do this will result in failure to receive XPAK discount • LEC Retain – You must use the LEC Retain Tool to receive the promotional discount • expressTRAK – To ensure timely LD service, be sure to enter the order in eTRAK • Sales Tracker – Remember to enter sales information in Sales Tracker for proper compensation. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission

36. Summary Analysis has demonstrated that when customers added the XPAK package, results have shown a significant increase in revenue, broadband units, and Freedom for Business packages. • Average revenue per customer increased $26.65, or an increase of 11%. • Average lines per customer (currently at 3.1) remained unchanged. • Freedom for Business packages per customer increased by 64%. • Broadband units per customer increased 40%. • Upgrade activity, comprised of higher grade plans of Freedom for Business packages and business broadband, was not consistent in the regions. • Introduction and promotion of the XPAK bundle results in significant revenue growth within this business product category, most significantly when a broadband line is added to the customer account. • ARPU increased an average of $26.65 per month; $319.83 annualized. Verizon Proprietary and ConfidentialVerizon Proprietary and Confidential - Not for Use or Disclosure without Permission