Microsoft Education | Telesales guide How to use this guide Use this guide to prepare for and conduct successful conversations with buyers in K-12 educational institutions, secure a follow-up conversation, and ultimately drive the sales of Microsoft Education. Before the call Start the conversation High level pitch Pitch by priority Establish next steps Manage objections (as they arise) Before the call Prepare for the call by understanding your targeted customer’s scenario and understanding the needs of various customer roles. 1. Understand the Microsoft Education solution that includes Windows 10 devices, Intune for Education, Office 365 for Education, and apps for the classroom. Consult the Microsoft Education BOM for more information. 2. Prepare your customer list: Use lead generation engine intelligence to identify whether the customer is new, has a Microsoft Office 365 Volume Licensing (VL) agreement in place for faculty and staff, or has purchased Microsoft products on an ad-hoc basis. 3. Understand common scenarios: In most cases, customers likely to be interested in Microsoft Education will fall into three scenarios: On premises with an interest in moving to the cloud. Older devices due for replacement. Adding devices, potentially considering 1:1 device deployment. 4. Understand customer roles: Your contacts are technology buyers who are typically IT decision makers or district leaders. You should be familiar with these technology buyer roles as well as influencer roles, which include educators, and curriculum developers. The needs for these roles do vary somewhat: IT Decision Makers are focused on consolidation and cost reduction. They must purchase the right devices and invest into the right technology ecosystem. District Leaders are focused on improving student outcomes while managing shrinking budgets, technology challenges, and compliance mandates. Educators / Teachers focus on enabling learning, and for them it may be distracting or counter-productive to simply overlay technology on their learning process. Curriculum Developers / Learning Technologists are focused on keeping curriculum fresh and relevant and finding new and engaging ways to reach more learners. INFLUENCERS BUYERS Microsoft Education – Telesales guide

Start the conversation Use the following questions to gain an understanding of the customer’s environment and priorities. Use this information to adapt ongoing discussion to each customer’s needs. Scenario New customer Microsoft VL for faculty / staff Ad hoc use of Microsoft products Greeting Hello, my name is [your name], from [company name], is this [customer name]? Opening I’m calling to talk to you about Microsoft Education. It includes new, affordable devices and apps that empower students, foster 21st century learning, and drive better learning outcomes. I’m calling to check in on your existing Microsoft licensing agreement and talk to you about Microsoft Education, which includes new, affordable devices and full versions of Office 365 for Education at no cost for students and teachers in schools with existing agreements. I’m calling to check in on the Microsoft products you now use and talk to you about Microsoft Education. It includes new, affordable new devices and apps that empower students, foster 21st century learning, and drive better learning outcomes. Validate I’d like to speak to the person at your school or district who is authorized to make technology decisions like the purchase of new devices or classroom software and applications. Is that you, or can you connect me with that person? [If reconnected, repeat greeting and opening above to the validated buyer.] Verify environment   Thank you for speaking with me. I’d appreciate a chance to describe Microsoft Education, but first, may I ask just a few questions about your current classroom technology? What types of computers are you using in the classroom? How many? How old are your devices? Is your platform on-premises or in the cloud? Are you using apps in the classroom? Do you have a Microsoft Education Desktop-licensed account running Office on-premises? Have you considered buying new Windows 10 devices that would put full versions of Office 365 for Education plus amazing learning apps in your students’ and teachers’ hands? Identify scope Are you interested in individual devices for students and teachers? If you invested in new devices, would you purchase for one classroom, one grade, one school, or an entire district? Determine priorities What is your most important priority for an education solution: 1) Affordability or cost; 2) Ease of setup and management; 3) enabling collaboration and productivity in the classroom; 4) boosting outcomes in learning, comprehension, test scores, and life skills? Affordability / Cost Setup / Management Collaboration / Productivity Engaging Experiences What are you looking to spend? Have you considered your total cost of ownership? What challenges do you face in managing your current system? Do you need to enable non-IT staff to add users or manage devices or classes? Do your staff or students have challenges with your current in-classroom technology? What sorts of pressure do you face to upgrade your technology? How important is it to provide tools that set up students to succeed in college and a career? How important are advanced features like pens and inking or 3D tools? Do teachers need to personalize tools for students? Do your teachers ask for access to more STEM and creative apps to engage their students in the classroom? Editing notes: Opening: New customer and ad hoc – replaced “enhance classroom experiences and deliver better learning outcomes” Original high level pitch bullets: You can put rugged and affordable Windows 10 devices with pen and inking into the hands of your students and teachers for as little as $189 (or $289 for devices with inking). [modify for market] Intune for Education makes it a snap to get your solution up and running, add devices in minutes, and manage privacy and security. It simplifies device management and delivers comprehensive settings and policy management for all devices. Office 365 for Education apps boost teacher productivity and learning outcomes by enabling a modern collaborative classroom experience. Incredible apps like Minecraft: Education edition transform learning and classroom tools simplify teaching workflows giving teachers more time with their students. Microsoft’s Educator community resources and technical support provide ongoing support and professional development. High level pitch Before explaining how Microsoft Education addresses specific priorities – provide a brief description of the solution and its value: Thank you for this insight into your technology and top priorities. The Microsoft Education solution was developed to address these needs and more. It empowers students, fosters 21st century learning, and drives better learning outcomes. It seamlessly integrates devices, software, apps, and management tools into an educational solution that provides schools like yours with some amazing benefits. You can put rugged and affordable Windows 10 devices into the hands of your students and teachers for as little as $189 (or $289 for devices with inking). [modify for market] Intune for Education makes it a snap to get your solution up and running, add devices in minutes, and manage privacy and security. It simplifies device management and delivers comprehensive settings and policy management for all devices. Microsoft Office 365 for Education tools facilitate classroom collaboration and prepare today’s students for tomorrow’s jobs. Incredible apps like Minecraft: Education Edition, Code Builder for Minecraft, Paint 3D, and Arduino IDE help teachers more creatively engage students and transform learning in the classroom. Microsoft’s Educator community resources and technical support provide ongoing support and professional development. Together these elements provide powerful benefits for the entire school and make the most of your investment in trusted Microsoft technology. Microsoft Education – Telesales guide

Pitch by priority Use the following priority areas to help develop a discussion around your customer’s needs. The goal is to generate enough interest to set up a meeting to provide more information or walk the customer through purchase. The overview and enabling technologies provide a quick reference for each priority. Use the high-level pitch and support points to develop the conversation further. Priority Affordability Setup and Management Collaboration / Productivity Engaging Experiences Enabling Technologies Windows 10 devices with pen and inking Intune for Education Set up School PCs app School Data Sync app Office 365 for Education Office 365 for Education – at no cost to qualified academic institutions Microsoft Teams Minecraft: Education Edition Learning Tools for OneNote Windows apps for Education Opening Did you realize that Microsoft offers affordable and rugged Windows 10 devices for as little as $189 (or $289 with inking and pen)? [modify for market] Microsoft provides a platform that is simple to set up and manage and flexible enough to meet the needs of an individual, a classroom, an entire school or school district. Microsoft tools enable students to develop 21st century skills, preparing today’s students for tomorrow’s jobs. Microsoft Education experiences unlock students and teachers to explore, experiment and express ideas in ways that deepen understanding and connection. High-Level Pitch We have partnered with our OEMs to bring out affordable, intuitive devices. They are loaded with Office 365 for Education and Windows apps, as well as Microsoft Store for Education access, and include pen and inking, which have proven to boost comprehension and test scores. Intune for Education makes it a snap to get up and running, add devices, and manage privacy and security. Built upon our robust commercial edition, Intune for Education been simplified and customized specifically for schools. The modern collaboration tools in Office 365 for Education have been enhanced to help teachers and get students ready for college and career. It facilitates better teamwork, enables real-time co-authoring, and empowers students to work online or offline anytime, anywhere Inspire students to learn and grow with Learning Tools for OneNote that improve reading and writing scores, and creative apps that support STEM and makers like Minecraft: Education Edition or Arduino IDE available in the Microsoft Store for Education. Support Points Windows 10 offers the broadest array of affordable devices, compatible with the printers, peripherals, and apps our customers own, starting at $189. Broad choice of devices built for education help schools find the right mix of features at the right price, including all-day battery life, fast log-in, and touch/pen capabilities. Window 10 delivers new innovations for the classroom, including digital inking features like digital ruler and digital sticky notes.1 Qualified academic institutions can receive Office 365 for Education at no cost or upgrade to advanced features at a significant discount.2 Students eligible to receive Microsoft Office ProPlus for free if purchased for all faculty and staff.2 For each device purchased, your school will receive a one-year single user subscription to Minecraft: Education Edition*  Our new Windows Cloud offer is streamlined for security and superior performance.3 Deploy and manage your devices simply with Intune for Education. Thousands of desktops can be configured in only a few hours.4 Get your devices going in a few simple steps with Set up School PCs5 and automatically create classes and keep them in synch with School Data Sync.6 Support an inclusive classroom with technology that reflects the diversity of everyone who uses it. Easily integrate OneNote Class Notebooks with any LTI-compliant Learning Management System (LMS) you’re already using. Microsoft is helping students personalize their reading and writing studies with Learning Tools in Windows and Office 365 so they can progress faster and build self confidence. 7 Create a hub for teamwork so students, teachers and staff can work on projects together with Microsoft Teams.8 Enable students to learn on the tools they will use in the future through a universal toolkit in Office 365 for Education. Enjoy anytime, anywhere collaboration with Office 365 for Education.9 Eliminate handouts and enable personalized learning for every student with OneNote Class Notebook. Word, Excel, and PowerPoint allow students to co-create – on the web or in the apps – to build on each other’s ideas. Help students start their careers with LinkedIn. Microsoft Office is the only software consistently listed as a top employer demand for high-paying jobs.10 Teach lessons in creative new ways with Minecraft: Education Edition and Code Builder for Minecraft.11 Create in 3D with Paint 3D and build complex objects with 3D Builder. Improve comprehension, math and science potential with Windows Ink across Windows and Office 365 for Education.12 Easily create amazing presentations with QuickStarter and Designer in PowerPoint. Visualize live data in Excel. Kickstart the writing process with Researcher in Word. Make learning more immersive with an easy and affordable mixed reality platform in Windows 10. Inspire and develop students with apps like LEGO Education WeDo, Edmodo and Arduino IDE from the Microsoft Store for Education. 1 Product Description: Windows 10 delivers better learning outcomes https://www.microsoft.com/en-us/WindowsForBusiness/industry-education 2 Product Description: Office 365 for Education Plans and Pricing https://products.office.com/en-us/academic/compare-office-365-education- plans?legRedir=true&CorrelationId=bb5f8255-ef4f-4ed8-9eb0-380000ec3652 3 Windows 10 S Announcement: https://blogs.windows.com/windowsexperience/2017/05/02/microsoft-education-empowering-students-teachers- today-create-world-tomorrow/ 4 Product Description: Microsoft Intune for Education https://blogs.windows.com/windowsexperience/2017/01/24/announcing-intune-education-new- windows-10-pcs-school-starting-189/#PChp127Legs6MlqY.97 5 Microsoft in Education Blog: Microsoft announces teacher-inspired updates https://blogs.technet.microsoft.com/microsoft_in_education/2016/04/14/microsoft-announces-teacher-inspired-updates-for-windows-office-minecraft/ 6 Product Description: Microsoft School Data Sync https://sds.microsoft.com/ 7 Pittman, Lauren: Testimonial by Holly Springs Elementary Special Education Teacher https://www.youtube.com/watch?v=3Ztr44aKmQ8&feature=youtu.be 8 Product Description: Microsoft Teams https://classroom.microsoft.com/ 9 Product Description: Office 365 for Education https://www.microsoft.com/en-us/education/products/office/default.aspx 10 IDC Study: Top Skills Comparison – High Growth/High Wage Positions Versus All Occupations – IDC White Paper https://news.microsoft.com/2013/10/15/new-study-reveals-most-important-skills-for-students/#llZPCO8u13WqdQvG.97 11 Product Description: Minecraft: Education Edition https://www.youtube.com/watch?v=3Ztr44aKmQ8&feature=youtu.be 12 Oviatt, Sharon: Computer Interfaces and Their Impact on Learning http://www.microsoft.com/en-us/education/educators/digital-ink/download- whitepaper/default.aspx *Offer Terms and Conditions apply

Manage objections Establish next steps 1 2 3 4 Use the Microsoft Education Battlecard to help overcome objections and concerns that may arise throughout the conversation.   Establish next steps Close the call by (1) requesting a meeting, (2) arranging a date and time, (3) recommending resources, and (4) reaffirming details of the next conversation. 1 “Given what we’ve discussed about outcomes for lifetime learning, powerful benefits for the entire school, and an investment in trusted Microsoft technology, I believe there are a number of ways we can help you. I’d like to set up an appointment to… … have a more detailed conversation with one of our education account specialists about how Microsoft Education can support your institution.” or … guide you through the purchasing and licensing scenario that works best for you…” … discuss some options available for the apps and devices that we’ve discussed…”   “Are you free on [insert date and time]? Thanks for taking the time to speak with me today, [insert customer’s name]. I really appreciate it.” Here are some things you can do before the meeting if you’d like to learn more about the value of Microsoft Education on your own: Go to www.Microsoft.com/education Check out the technology planning resources available to help you transform your school and read success stories of other schools and districts that have already done so. Explore the features of Intune for Education and the wealth of affordable devices and compelling learning apps like Minecraft: Education Edition, Code Builder for Minecraft, Windows Ink, and Paint 3D. Using your school e-mail address, download Office 365 for Education for free. Check out the resources for your teachers like the Educator community, lesson plans, and STEM resources. Check out student resources including Microsoft Virtual Academy, special offers, tutorials, and templates. Thank you again for your time, and we look forward to a follow-up conversation on [reaffirm date, time, and details of the follow-up conversation]. 2 3 4 Microsoft Education – Telesales guide