Reference Guide. IKON Version IKON Office Solutions, Inc. All rights reserved.

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1 ; Reference Guide IKON Version IKON Office Solutions, Inc. All rights reserved.

2 Table of Content STEPS TO SUCCESS OVERVIEW... 3 What is Steps to Success?... 3 What is the goal of this program?... 3 How does Steps to Success work?... 4 Steps to Success Learning Outcomes... 4 How do I get started?... 4 Registering for the Program... 5 FIRST STEPS MEETING... 7 ACTIVITY STANDARDS... 8 TOP 25 ACCOUNTS... 9 NEW HIRE CHECKLISTS Learn About Your Workplace Set Up Your Laptop HR BENEFITS THE SALES TEAM MEET YOUR COMPANY TEAM Meet the Team MEET COMPANY MANAGEMENT COMPANY LEADERS Questions to ask your President,VP,GSM,DoS YOUR CONTACT LIST RICOH UNIVERSITY REGISTRATION INSTRUCTIONS STEPS TO ACCESS THE RU WEBSITE AND CALENDAR SALES PROFESSIONAL S LEARNING PLAN GUIDE

3 STEPS TO SUCCESS OVERVIEW WHAT IS STEPS TO SUCCESS? Steps to Success is a multi-part blended training and development plan for sales representatives. This program is customized for inexperienced and experienced new hires and provides training on tools, processes, products and basic sales skills to help sales professionals achieve success within their first 12 weeks. Steps to Success participants are supported by a dedicated team of Ricoh University training specialists who provide guidance and assistance throughout the program. Through Steps to Success, the New Hire Development Consultant, Sales Managers and Sales Professionals collaborate to achieve the competencies sales professionals need to be successful. WHAT IS THE GOAL OF THIS PROGRAM? Steps to Success has two goals: To provide an on-boarding program for newly hired Sales Professionals that has a blended training program from a national and local area level for 12 weeks. To provide all the tools required to ensure that our Sales Professionals are equipped to sell successfully. 3

4 HOW DOES STEPS TO SUCCESS WORK? Steps to Success provides a learning path for sales professionals for their first 12 weeks of training. Your Sales Managers and New Hire Development Specialist (NHDS) will collaborate to provide you with the customized training you need based on your experience and background. The program incorporates a blended approach to training that includes a variety of formats such as on-the-job training, self-paced, virtual classrooms and traditional classroom instruction. These formats are described here: On the Job Training Meetings with your Sales Manager and your team members to learn how things are done at your office Spend time in the field with your team members and ride along with them on customer visits. Observe how they interact with their customers and ask questions after each call to learn all you can about how we sell to our customers. Self-Paced Learning Online interactive web-based training, workbooks or selected readings. Instructor-Led Training Virtual Classrooms Your NHDS will conduct the training, and you will be in class with other sales professionals Sessions involve prework and postwork, and a follow-up individual conversation with your NHDS and/or manager. Instructor led training by your NHDS that will be delivered in a classroom setting. STEPS TO SUCCESS LEARNING OUTCOMES At the end of your first 12 weeks you will be able to: List the products and services that you will sell Use Ricoh sales tools and processes to manage your accounts and activities Use effective methods to set appointments with potential opportunities Present a product demonstration to your customer Create a proposal Present financial options to customers and help them determine their optimum choice Close an order using the proper system and manage the process through to fulfillment Use your team support personnel effectively HOW DO I GET STARTED? A New Hire Development Specialist (NHDS) will work with you and your Sales Manager to develop your customized learning plan based on your own experience and knowledge. All Instructor-Led virtual training events to be completed will be populated in your Calendar by your NHDS, and tracked using this document. Your NHDS will contact you within 48 hours of registration. All Instructor Led live training events will be scheduled by your NHDS. Reminder - you must first register before a NHDS will contact you. 4

5 REGISTERING FOR THE PROGRAM Step 1- Log into Step 2 Enter your User Id and Password. Note - You will need your Ricoh ID to log in. a) If you know your Ricoh ID (not your employee ID) please use the ID to login by following the on screen instructions for First Time Logins. b) If you do not know your Ricoh ID (not your employee ID) click "Forgot/Request ID" link to request your ID. Step 3 Select Log In button Step 4 From the Courses drop-down box select Sales 5

6 Step 5 Select Steps to Success Program Step 6 Select Enroll in this Program Step 7 Complete the Steps to Success Enrollment form 6

7 FIRST STEPS MEETING Your Sales Manager should schedule a one-hour meeting with you during the first week of your employment with your company. If you do not get a meeting request, contact your Sales Manager to schedule a meeting to cover the following: Review the Compensation Plan. Your Sales Manager will identify your revenue targets for: Account Penetration New Business Other Revenue (e.g., Color, Professional Services, expansion) Review Job Description Confirm with your manager how you will receive access to a computer with web connectivity. Review Activity Objectives/Top 25 Accounts (see next pages) Complete the New Hire Checklists with your manager Register for the Steps to Success Program 7

8 ACTIVITY STANDARDS You and your manager will set objectives for activities you should complete each week. Use this table to record your agreed-upon goals. Month Field Activity t Week 1 Week 2 Week 3 Week 4 Face to Face Customer Visits per day preset appointments at a minimum Competitive Calls per day Calls per week One Calls Pipeline adds per week Expansion or Net New New Proposals per week being Net New Two Identify Top 25 Competitive Accounts Face to Face Customer Visits per day preset appointments at a minimum Competitive Calls per day Calls per week Calls Pipeline adds per week Expansion or Net New New Proposals per week being Net New Three Identify Top 25 Competitive Accounts Face to Face Customer Visits per day preset appointments at a minimum Competitive Calls per day Calls per week Calls Pipeline adds per week Expansion or Net New New Proposals per week being Net New Identify Top 25 Competitive Accounts 8

9 TOP 25 ACCOUNTS Name of Account Decision Maker Current Equipment Account Strategy 9

10 NEW HIRE CHECKLISTS This On Boarding checklist is designed to ensure that you become familiar with your Area and tools necessary to successfully do your job. LEARN ABOUT YOUR WORKPLACE Tasks Where do I get a security badge or Building Access Code? Completed If I forget my badge, how do I get into secured areas? What are the days/hours of operation for my office? Can I enter the building during non-office hours? How do I get in? If I stay after hours, how do I get out of the building? Where should I park? Where should I direct visitors to park? How do visitors enter the building? Where are the bathrooms located? Where is the break room? Is there a kitchen area available for use? What is the office dress code? Are there exceptions to the dress code? How do I find out about office closures due to inclement weather? Where are the copiers that I may use? Where are the printers I may use? Where is the fax I may use? If the copier, printer or fax I am assigned to use is down, is there an alternate I can use? Where will I find them? Where do I get extra toner and paper supply? Where is the demo room I use for customer demonstrations? If the room is not available, is there an alternate place I may make a presentation? Where can I find office supplies? 10

11 Collect the following office supplies: Pads of Paper Pencils Pens Paper Clips Stapler Staples Tape Dispenser Tape Calculator Where can I find letterhead stationery, envelopes, interoffice envelopes and Product Brochures? Collect the following paper supplies: Letterhead Stationary Envelopes Interoffice Envelopes Where do I put out-going mail? Where is my mailbox? How do I use my phone system? What do I dial for outgoing local calls? Is there a special code for Outgoing long distance calls? How do I record a message for my voice mail? Do I need one for interoffice calls and one for out of office calls? (You should change your outgoing message daily.) Where are my calls going when I am on the phone? How do I retrieve messages when I am out of the office? How often should I check my voic ? Does this office have a paging system? If so, how do I use it? How do I order my business cards? SET UP YOUR LAPTOP Tasks Completed Have your laptop configured by your IT representative. Ensure you Printer Drivers configured to your laptop. Learn how to use the system. Get an list for your team. 11

12 HR BENEFITS If you plan on utilizing your company s benefits, please Contact your Human Resource Manager for further information. HR Manager Name: HR Manager Number: THE SALES TEAM DIRECTIONS: Other members of the sales team will be a valuable resource because they ve been there and they know the workplace. If there is a weekly sales team meeting, that s the best place for you to meet the other salespeople. If not, the Sales Manager should introduce you to the team members individually. It s very helpful for the Sales Manager to assign you one or two team members to contact with questions. Sales Executive s Name Title 12

13 MEET YOUR COMPANY TEAM MEET THE TEAM DIRECTIONS: Schedule meetings with these people and spend some time talking to them about the company and what they do. If you are working from a remote branch and you cannot be personally introduced to the management team, you should conduct these meetings via the telephone Name/ Support Position Areas of responsibility/job Duties Phone Number Solutions Engineer Color Solutions Professional Service Solution Customer Support Order Support Production Solutions New Hire Development Specialist (NHDS) Managed Document Solutions Facilities Management Solutions IT Services Solutions 13

14 MEET COMPANY MANAGEMENT DIRECTIONS: Schedule meetings with these people and spend some time talking to them about your company and what they do. If you are working from a remote branch and you cannot be personally introduced to the management team, you should conduct these meetings via the telephone. Part One Job Title Vice President/ Director of Sales Name/ Phone Number Overview of Duties Director of Financial Operations Field Service Manager Human Resource Manager 14

15 COMPANY LEADERS It is important to get to know your local area leadership and work to discover how they will support you in your quest to be a successful team member. QUESTIONS TO ASK YOUR PRESIDENT,VP,GSM,DOS DIRECTIONS: Schedule a time with your area leadership to learn more about their role in your success by asking the following questions. What is your role at your company? How do I work with you and my manager for support in the field? Completed What does a successful rep at our company look like? And an unsuccessful rep? What is our company s value statement? How did your career with our company begin and what was the path to get you where you are today? What differentiates us from the competitors? What are our area activity expectations? If there were two things you would want a sales rep to conquer and master, what would they be? 15

16 YOUR CONTACT LIST In addition to knowing your Area Management, there are several other resources that you should be familiar to you. DIRECTIONS: Complete the following list and include name, phone number and address. Some contacts will have a primary and secondary contact. Once completed, this form should be kept at your desk as a reference. Issue Primary Contact Secondary Contact Billing Questions Billing Specialist (If applicable) Customer Name Change Order Entry Sales Support Sales Forms Questions Buyouts on Leased Equipment Leasing Contacts Computer or Application Issue Facility Questions Relocation - Equipment Ricoh Product Questions 16

17 Issue Primary Contact Secondary Contact Commission Questions Service HR/Benefit Questions Warehouse Delivery Set-Up/Shop Warehouse Inventory 17

18 RICOH UNIVERSITY REGISTRATION INSTRUCTIONS 1) In order to review and enroll in training classes that are offered through the Ricoh University website or Ricoh e-learning website, you are required to have a valid Ricoh ID and complete an online registration form to access the sites. 2) Employees, who are registering for access to the Ricoh University site for the first time should go to and select the Forgot/Request ID link located to the right of the User ID field. 18

19 3) On the next screen, complete all required fields within the online registration form (those marked with an asterisk). a. Ignore the first field that asks for a Ricoh ID number (this is what you will be requesting by completing the form). b. Managers with direct reports should select Manager from the Role/Title drop-down menu otherwise select Rep from the drop-down. c. Select the box for Sales in the Category/Department section. d. Select No for the question regarding CD-ROM courseware. e. Select Yes for the question regarding etests. f. Select Submit at the bottom of the form. 4) You will receive an from Ricoh University containing login information to access the Ricoh University Training website. 5) Once you receive your login information, return to the Ricoh Single Sign On site and follow the instructions listed on the webpage. 19

20 STEPS TO ACCESS THE RU WEBSITE AND CALENDAR Step 1- Log into Step 2 Enter your User Id and Password. Note - You will need your Ricoh ID to log in. c) If you know your Ricoh ID (not your employee ID) please use the ID to login by following the on screen instructions for First Time Logins. d) If you do not know your Ricoh ID (not your employee ID) click "Forgot/Request ID" link to request your ID. Step 3 Select Log In button Step 4 In the Course, select Sales from the drop down menu 20

21 Step 6 Select Steps to Success under the Blended section Here you can either Enroll in this Program Or View the Steps to Success Calendar. 21

22 SALES PROFESSIONAL S LEARNING PLAN GUIDE Name: EIN: Date Hired: Manager Coordinated Activity Self Paced Learning Activity Homework NHDS Led Activity Manager Touch Point Field Time Week 1: Coursework Learning Activity First Steps with Management Onboarding Call Reference Guide History of Ricoh Reference Guide Selling Value of Ricoh C2 History of Ricoh Ricoh Value Story Field time with Senior Rep Ricoh Connectrix C2 Ricoh Value Story Territory Review with Manager MFP Training Program Ricoh MP4002 Product Certification Fundamentals of Product Tech Ricoh Equipment MPC 4502 Product Certification Case for Security C2 Ricoh Equipment End of Week 1 Completed Date 22

23 Week 2: Coursework Learning Activity Ricoh Solutions Selling Ricoh IT Services Protecting Your Customer Business Information Field Ride with Systems Engineer C2 Ricoh Solutions Ricoh IT Services Equipment Job Shops Field Ride with Service Tech C2 Ricoh IT Services Prospecting Cloud Computing Basics Building Prospect List with Sales Manager Selling Ricoh Printers 101 Field Ride with Product Specialist Prospecting Teleprospecting Ricoh Business Projection Systems C2 Prospecting Field Ride with Sales Manager Teleprospecting End of Week 2 Completed Date 23

24 Week 3: Coursework Learning Activity Listening Skills Managing HR Docs Documentmall C2 Listening Skills Print Security for MFPs Field Ride with MPS Questioning Accounts Payable with Global Scan PCS Director Certification Questioning HotSpot Certification C2 Questioning End of Week 3 Completed Date 24

25 Week 4: Coursework Learning Activity Fleet Management Objections and Closing Part 1 ecopy Sharescan Certification Objection and Closing Part 2 Simple Solutions PPDM Field Ride with Sales Manager Completed Date End of Week 4 25

26 Week 5: Coursework Learning Activity Time and Territory Management C2 Time and Territory Management Simple Solutions Smart Accounting Selling More Part Data Pull Selling More Part 1 Field Ride with Sales Manager Completed Date End of Week 5 26

27 Week 6 Coursework Learning Activity SP5200 Product Tutorial Ricoh Saves C2 Ricoh Saves Color Marker Strategies Account Reviews C2 Account Reviews Field Ride with Sales Manager Completed Date End of Week 6 27

28 Week 7 Coursework Learning Activity MPC 6501 Product Certification Art of the Deal C2 Art of the Deal MPC 900 Product Certification Ricoh Resources C2 Ricoh Resources Pro 907 Product Certification Field Ride with Sales Manager Completed Date End of Week 7 28

29 Week 8 Coursework Learning Activity HQ900o Product Certification SP3400 Certification SP633N Tutorial Completed Date End of Week 8 29

30 Week 9 Coursework Learning Activity Duplicator Exercise Module Ricoh Equitrac/PCC Solution Certification Ricoh Global Scan Training Completed Date End of Week 9 30

31 Week 10 Coursework Learning Activity MPC300 Product Certification MP W3601 Product Certification Product Certification Completed Date End of Week 10 31

32 Week 11 Coursework Learning Activity Ricoh Supplies Technology Tutorial Ricoh SP C242SF Product Tutorial Ricoh PJ WX4130/ PJ WX4130N Product Tutorial Completed Date End of Week 11 32

33 Week 12 Coursework Learning Activity Ricoh Wide Format Color Scanner Ricoh PPDM Solution Certification Ricoh Epson Stylus Pro 7700/9700 Product Certification Completed Date End of Week 12 33

34 CONFIDENTIAL AND PROPRIETARY This is confidential and proprietary information of RICOH. All rights reserved 34