2013 ISR Training Objectives and Outcomes Question: By the end of the training program, what specific &

measureable skills and knowledge do the ISRs need to be able to demonstrate?

COMPANY & INDUSTRY KNOWLEDGE (High Priority) ISRs will demonstrate a strong understanding of the Lenovo company history, and its presence in the industry today (Why Lenovo) ISRs will understand Lenovos work culture and environment and how to maintain a level of professionalism in the workplace ISRS will demonstrate an understanding of IT technology in order to speak intelligently with customers about IT sales opportunities O PC 101 O IT Terminology

PRODUCT KNOWLEDGE (High Priority) ISRs will demonstrate a sufficient understanding of the Lenovo ThinkLine products, specifically: o Touch devices: Helix, X1C touch & Premium Think o Desktop, notebook, Workstation, Server, Storage, Vision, Peripherals ISRs will demonstrate a basic level understanding of the Lenovo IdeaLine products ISRs will demonstrate a basic level understanding of the 3rd party software product offerings including: LANdesk SOPHOS WinMagic Absolute

SERVICES KNOWLEDGE (High Priority) ISRs will demonstrate a sufficient understanding of Lenovo Services offerings, specifically: o Out of the box services (ADS, IPM, XP Migration , Imaging & Asset tagging) o Warranty Options o Support o Protection o Lenovo Financial Services

TOOLS & APPLICATIONS (High Priority) ISRs will be able to explain the purpose of and demonstrate their ability to successfully use each of the following tools and applications: o Microsoft Outlook & Lync o Backlog Status Tool o Callidus o CRISP o SFDC o Try Lenovo o SharePoint o Lenovo Special Bids o Product Tools/References (PS Ref, Solutions Book, CTP, Building Block)

(High Priority) ISRs will be able to explain the purpose of and demonstrate their ability to successfully use each of the following strategic tools and applications: o CRM o Windchill o PRNS- profit road maps o OVP- Order visibility portal SALES SKILLS (High Priority) ISRS will demonstrate strong development of the following sales soft-skills: o Telephone and Voicemail etiquette o Email Communication (internal and external)

ROLE-BASED KNOWLEDGE AND SKILLS (High Priority) ISRs will understand the concept and importance of each of the following major tasks as they relate to the ISR role (High Priority) ISRs will demonstrate their ability to complete each of the following job tasks at an introductory level: o Sales Cadence preparation o Prospecting o Pipeline Management o Territory analysis and planning( create observations and plans for improvement)