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Welcome to RingCentral
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Table of ContentsWelcome to RCWelcome to RingCentral - Day 1
4Day 1 Certifications
5
Sales Development ProcessSales Development Process – Day 2
7Day 2 Certifications 8
Sales Development PlaybookSales Development Playbook – Day 3
10Day 3 Certifications
11
Shadowing and DrivingShadowing and Driving – Days 4 and 5 13Days 4 and 5 Certifications
14
Go Live!Go Live! – Day 6
16Day 6 Certifications
17
CertificationsCertifications
20
Ongoing CoachingOngoing Coaching – Month 1
22
2
Welcome to RingCentral - Day 1
Curriculum Objective Agenda Exercises Timing Trainer
Introduction Get new hires comfortable and acquainted with their fellow class.
• General welcome. • Introductions.• Ice-breaker.
• Introductions - who are you, and why are you unique?
• Ice-breaker game.
30 minutes Manager
Company Overview Give new hires an understanding of RingCentral as a company.
• Intro to RingCentral.• RingCentral history
and background.
• Company overview test – See certifications
2 hours Manager
Product Training New hires should achieve full understanding of RingCentral’s product and it’s features.
• RingCentral product training.
• RingCentral product test –See certifications
2 hours Manager
HR Administration Get computers setup, paperwork completed, and desks assigned.
• Computer setup.• Paperwork.• Desk assignments.
N/A 2 hours HR and IT
4
Day 1 Certifications
5
RingCentral Overview Test • 5 questions on RingCentral as a company.RingCentral Product Test • 15 questions on RingCentral’s products, covering features and benefits.
Sales Development Process – Day 2
Curriculum Objective Agenda Exercises Timing Trainer
Sales Process Give new hires an understanding of the full sales process and their role within it.
• Sales process overview. • Sales process test – See certifications.
2 hours Manager
Customer Journey Give new hires a new perspective on their role from the customer’s journey.
• Customer journey. • Customer journey test – See certifications.
2 hours Manager
Qualification Process
Give new hires an understanding their role as “qualifiers” and the qualification criteria they will be held to.
• Qualified lead definition.• Qualification questions.• Lead handoff.
• Qualification test – See certifications.
2 hours Manager
7
Day 2 Certifications
8
Sales Process Test• SDRs should be able to map out the sales process both from the RingCentral side, and the
buyer’s journey. They should also be able to identify their place in the process, and the handoff points from Marketing to Sales Development, and from Sales Development to Sales.
Qualification Test• SDRs should be able to write out the qualified lead definition.
Sales Development Playbook – Day 3 (Part 1)Curriculum Objective Agenda Exercises Timing Trainer
Habits of Successful SDRs
Set expectations for how a successful SDR performs their role.
• Effective communication.• Setting goals and
objectives.• Time management.• Sample calendar.• Learning and
development.
N/A 30 minutes Michael Wilbourn
Messaging Train the SDRs to speak to the business value props of RingCentral, use cases, and customer stories.
• Best practices.• 30-second value prop.• 2-sentence value prop.• Case stories.
• 30 second value prop • 2-sentence value prop• Case story
2 hour Michael Wilbourn
Multi-touch campaigns
Train the SDRs on RingCentral’s touch patterns, from pre-call research through the pursuit duration.
Provide best practices, tools, and exercises.
• Best practices.• Pre-call research.• Voicemail. • Email. • Gatekeeper.• High-low play.• Dark stages.
• Pre-call research.• Leaving great voicemails.• Sending great emails.
2 hours Michael Wilbourn
10
Sales Development Playbook – Day 3 (Part 2)Curriculum Objective Agenda Exercises Timing Trainer
Live Call Execution Explain the framework of SDR live calls, and the qualification guide
• Best practices.• Call framework.• Qualification guide.
• Role plays (2 each) 1 hour Michael Wilbourn
Objection Handling Train SDRs to handle common objections from prospects and turn those objections into meetings for Sales.
• Best practices.• Common objections.
• Objection handling test – Going around the room, each SDR will tackle one common objection
1 hour Michael Wilbourn
SFDC Training Formally train new hires on properly using and maintaining Salesforce.
• Lead views.• Logging call activity.• Creating an
opportunity.• Email reporting.
SFDC Systems Test – See certifications.
1 hour Michael Wilbourn
11
Day 3 Certifications
12
Messaging Worksheet• 30-Second Value Prop• 2-Sentence Value Prop• Customer Story• Common Objections
Live Call Role Play• SDRs should be able to conduct a successful live call role play.
Shadowing and Driving – Days 4 and 5Curriculum Objective Agenda Exercises Timing Trainer
Mentor Ride-Alongs Give new hires real exposure to daily SDR tasks and operations.
• Day in the life.• Listening to calls.
All day Michael Wilbourn
SFDC Practice Get new hire fully operational of SFDC activity logging.
• Lead views.• Logging call activity.• Creating an opportunity.• Email reporting.
SFDC Practice- SDR operates SFDC for mentor.
1 hour Michael Wilbourn
Daily Mentor Check-ins
Provide time for new hires to ask any questions and get clarification on the training thus far.
• Open discussion. N/A 30 minutes Michael Wilbourn
14
Days 4 and 5 Certifications
15
SFDC Systems Test• Real-time test in which the mentor asks the new SDR to perform actions in SFDC (e.g. logging
a call, finding a lead view, creating an opportunity, etc.).
Go Live! – Day 6
Curriculum Objective Agenda Exercises Timing Trainer
Email Responses New SDR becomes operational, with Mentor guidance.
• Email follow-ups with mentor.
N/A All day Michael Wilbourn
Begin Calls Help SDR get started by having them make their first set of calls with their mentor.
• SDR calls with mentor (1 hour).
• Q/A.
N/A 1 hour Michael Wilbourn
Daily Mentor Check-ins
Provide time for new hires to ask any questions and get clarification on the training thus far.
• Open discussion. Role play. 30 minutes Michael Wilbourn
17
Day 6 Certifications
18
Mentor Role Play• New SDR is able to conduct successful live call role play exercises with their mentor. Their
mentor will provide feedback and coaching.
CertificationsDay Certification
1 RingCentral Overview Test
RingCentral Product Test
2 Sales Process Test
Qualification Test
3 Messaging Worksheet
Live Call Role Play
4-5 SFDC Systems Test
6 Mentor Role Play
20