RC Onboarding Framework

Michael Wilbourn, MA Candidate

Spring 2015

© 2015 MWilbourn

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

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

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

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

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!

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.

Certifications

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

Ongoing Coaching

Ongoing Coaching – Month 1

Curriculum Objective Agenda Exercises Timing Trainer

Weekly Coaching Checkin

Stay ahead of any onboarding issues and address challenges early.

30 minute meetings with each SDR.

N/A 30 minutes each

Michael Wilbourn

22