SYLLABUS

North America ISR Training and On-Boarding (CTG) [October 28, 2013-December 13, 2013]

ISR New Hire Training v2.0

Welcome to Lenovo! This is a 6-week course designed to prepare you for your role as an Inside Sales Representative. We will leverage a variety of learning tools and strategies in order to develop and strengthen your knowledge and skills required for your job role here at Lenovo. You will work both individually and in groups to learn everything you will need to begin. Please read all of the information included in this syllabus and use this as a guide to stay on track throughout the program. Materials will be distributed as they are updated and will be available online as well. At the end of this course, you will: Gain an understanding of Lenovo as a company and its culture Become proficient in your knowledge of Lenovo products and services Know how to successfully use the tools and applications relevant to your position and daily job tasks Develop skills in effective professional communication Understand your role(s) and responsibilities as an Inside Sales Representative or Lead Generation

ISR ROLE DESCRIPTION

Position Description
As an Inside Sales Representative for Lenovo, you will sell Lenovo products, services, and solutions to clients through inbound and outbound phone calls. You will be responsible for uncovering opportunities, selling the benefits of the full catalog of Lenovo products and selling against the competition. You will champion the innovative power of our products by driving sales with key customers to achieve revenue and profitability objectives. You will configure, price, negotiate and quote sales solutions as well as provide, proactive follow-up, product information and overall account support via the telephone. You understand Lenovos portfolio of award winning products and will develop strategies to help new and existing customers find and implement the best solutions.

About Lenovo
Lenovo is more than just a leading technology company. We help our customers do more, do better, do whats never been done. Our mission is to develop the tools that take their work to the next level so we tinker for the tinkerers. Create for the creators. Build for the builders. And where were headed now is into a brand-new era one that we call PC+. PC+ means building on the very best in PCs to create devices that deliver on the promise of the cloud smartphones, tablets, storage and servers. Its the next chapter in technology, and its opening up incredible opportunities for Lenovo and for you. At $30B in global sales, in 160 countries, we are consistently outpacing the market in growth and innovation.

Required Background
BA/BS degree or equivalent professional work experience Strong relationship and negotiation skills are required Must be aggressive, goal-oriented, well articulated and possess sound phone skills Experience in a quota carrying sales environment is preferred.

Key Responsibilities
Have knowledge of the IT industry, experience with computer based programs, and the ability to learn and present hardware portfolios to customers. Build complex sales strategy to ensure both long and short term goals, objects and quotas are met. Develop and cultivate client relationships with both new and existing customers while achieving profit and revenue objectives. Ensure that our customers receive the highest level of sales and operational custome r service. Ensure that products, services and solutions recommended to clients will fulfill their needs. Work within corporate initiatives including weekly forecast and opportunity management to reach high performance goals.

LEAD GENERATION REPRESENTATIVE ROLE DESCRIPTION

Job Duties
Calling into unknown and cold accounts to uncover and identify opportunities for selling PCs with decision-makers Calling into warm accounts to qualify opportunities driven by marketing campaigns Record all activities into our CRM platform- Salesforce.com Communicating professionally and productively with Marketing, Sales, Support, and other teams across the business

Skills/Qualifications Needed
Excellent written and verbal communication skills Ability to sell at various levels and roles within an organization Strong PC and Microsoft Office Suite skills PC industry and product knowledge is a plus Bachelors Degree Required

PROGRAM SCHEDULE OVERVIEW

**Note: A detailed weekly schedule will be distributed each week. Schedule may change.

Week 1 Welcome

Week 2 IT Terminology Product Training PC 101 ThinkPal Shadowing

Week 3 Sales Skills Training Tools/Applications Training Profiling Calls ThinkPal Shadowing

Week 4 Sales Skills Training Tools/Applications Training Prospecting Calls ThinkPal Shadowing

Week 5 Intro to Services

Week 6 Role-Based Training Workshops Why Lenovo Prep Prospecting Calls ThinkPal Shadowing

Week 7 Role-Based Training Workshops Prospecting Calls ThinkPal Shadowing Why Lenovo Prep & Final Presentations

Company & Industry Knowledge Intros ThinkPal Intro

Tools/Applications Training Prospecting Calls Why Lenovo Prep ThinkPal Shadowing

POLICIES AND PROCEDURES

General Rules: Class will begin promptly at 8:30 AM and end at 5:30 PM each day in the classroom unless otherwise specified for special events or presentations. Please be sure to arrive a few minutes early and be prepared to begin each morning activity. Food and drink are allowed in the classroom so long as it is not disruptive to learning Computers may be used for participation and note-taking only; No internet browsing or social media sites Cell phones must be kept on silent and may not be used during class; no text messaging All testing is done on an individual basis and cheating is a zero-tolerance policy Badges must be displayed on your person at all times

ASSESSMENTS
Throughout this program you will be scored on multiple occasions as an individual and also compared your peers. There will be a variety of opportunities to demonstrate your knowledge and skills including written assessments, practical assessments, and presentations. This is to help us gauge your skill levels for both hard and soft skills. In addition to objective scoring, we will be looking at participation, attitude, and personality characteristics to assist in determining your placement at the end of the training program. Below are the major opportunities for assessment: Why Lenovo Presentation CRM Tool Quizzes (2) Professional Voicemail & Email Communication Exercises Weekly Knowledge Checks E-Learning Course Completion (Lenovo University) Prospecting Activities

Grading Policies: A grading rubric will be used for certain assignments. You will be provided with a blank rubric prior to each assignment. Scores and feedback will be returned as quickly as possible. If you would like additional feedback or suggestions for improvement on any assignment or assessment, you may reach out to the Marissa for assistance.

PROJECTS
Why Lenovo Presentation Each person will develop a formal Why Lenovo presentation that leverages industry knowledge, Lenovo product knowledge, and communication skills to target a company that you are working with (you will get to choose your customer). The idea is that you are delivering your sales pitch to a customer as to why Lenovo is the best IT supplier for them and giving your suggestions for the product(s) that best fit their needs. This presentation will be evaluated on certain criteria (rubric with specific criteria and detailed instructions will be provided later) by sales directors and other sales trainers. Here are a few basic criteria for the presentation: 10 Minutes Length Short PowerPoint presentation to accompany the pitch 5 min Q&A and feedback from Directors One presenter at a time; no classmates will be in the room We will prepare these in class and will have dry-runs for practice prior to the final presentation You will be scored on the following criteria: Opening Agenda Setting (objectives) Why Lenovo Pace & Energy Logic of the conversation Voice & Confidence Closing and Next Steps (objectives) Q&A Response Capstone Group/Individual Project TBA; More information to come separately

SHADOWING OPPORTUNITIES
ThinkPal Shadowing Each person will be assigned one or more ThinkPALs to shadow throughout the training program. This is a great rd opportunity to shadow and learn from an experienced Inside Sales Representative on the 3 floor. Your ThinkPals will allow you to shadow them as they complete daily tasks, involve you in decision-making and task completion, provide tips and suggestions, and give you hands-on practice with the different tools and applications you will use in your role on a daily basis. The idea of this program is to give you as much real-life scenario training as possible with someone who started the same way you are.

PROSPECTING
Prospecting is where you will reach out via email and telephone to contact untouched, un-profiled customer accounts to initiate conversation about Lenovos products and services. Over the course of the program, you will be given a list of potential customers that you will be responsible for contacting via email and phone calls to inquire about their IT needs and introduce them to the Lenovo products. The goal is to uncover or create sales opportunities with these customers. This ongoing activity will leverage your written and verbal communication skills, tools and application skills, and industry and product knowledge. You will be trained on this activity and see many examples prior to trying it on your own. We will do role-play activities as well. Your prospecting activities will be monitored and assessed by the Directors and training team.

TOOLS & APPLICATIONS TRAINING

Throughout the training program, you will receive training on the following tools and applications that you will use as a part of your daily job functions: Sales Force CRISP CRM DiscoverOrg WindChill Web Reference Tools Lenovo Special Bids WebEx Meeting Setup Outlook Email & Lync

We will formally cover the tools necessary for you to begin your role but you will be introduced to several other applications as you shadow your ThinkPals and transition into your role.

E-LEARNING REQUIREMENTS
Lenovo University is where you will access the E-Learning Modules required for training. You will be given class time to complete the e-Learning. By the end of training you must complete a list of mandatory modules (some are due by st December 31 ). A list will be provided to help you keep track.

SALES SKILLS TRAINING

You will receive several weeks of role-specific sales skills training. This training will involve lecture, group learning, roleplaying, cold-calling, prospecting, and several other types of active learning activities. The training environment is designed for trial and error in order to provide an opportunity to develop and strengthen these skills in each representative. Topics include: Establishing Relationships Basic Territory Management Customer Contact & Communication Sales Call Component Customer Profiling & Cold Calls Customer Qualifying & Questioning

Objection Handling, Cost Justification Solutions Selling Feature/Function/Benefit and several others.

ADDITIONAL INFORMATION
Online Resources NA Sales Education Website (http://lenovocentral.lenovo.com/sales/ag/education/index.shtml) Lenovo University (http://lenovointranet.rtp.us.lenovo.com/ibhive/logon.aspx) IT Service Desk (email http://lenovocentral.lenovo.com/it/servicedesk/) Facilities (http://lenovocentral.lenovo.com/it/servicedesk/)

CONTACT INFORMATION
Marissa Crain- N.A. Sales Training Business Partner Phone (Mobile): 919-593-0652 Email: Mcrain@lenovo.com Jeff Penny- Director, N.A. Sales Training Phone (Office): 919-294-0423 Email: JPenny@lenovo.com Vivian Setliff- CTG Support Phone (Mobile): 919-294-0423 Email: vivian.setliff@ctg.com