1. RC Onboarding Framework Michael Wilbourn, MA Candidate Spring 2015 © 2015 MWilbourn

2. Table of Contents Welcome to RC Welcome to RingCentral - Day 14 Day 1 Certifications 5 Sales Development Process Sales Development Process – Day 2 7 Day 2 Certifications 8 Sales Development Playbook Sales Development Playbook – Day 3 10 Day 3 Certifications 11 Shadowing and Driving Shadowing and Driving – Days 4 and 5 13 Days 4 and 5 Certifications 14 Go Live! Go Live! – Day 6 16 Day 6 Certifications 17 Certifications Certifications 20 Ongoing Coaching Ongoing Coaching – Month 1 22 2

3. Welcome to RingCentral

4. Welcome to RingCentral - Day 1 CurriculumObjectiveAgendaExercisesTimingTrainer IntroductionGet 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 minutesManager Company OverviewGive new hires an understanding of RingCentral as a company. Intro to RingCentral. RingCentral history and background. Company overview test – See certifications 2 hoursManager Product TrainingNew hires should achieve full understanding of RingCentral’s product and it’s features. RingCentral product training. RingCentral product test – See certifications 2 hoursManager HR AdministrationGet computers setup, paperwork completed, and desks assigned. Computer setup. Paperwork. Desk assignments. N/A2 hoursHR and IT 4

5. 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.

6. Sales Development Process

7. Sales Development Process – Day 2 CurriculumObjectiveAgendaExercisesTimingTrainer Sales ProcessGive new hires an understanding of the full sales process and their role within it. Sales process overview. Sales process test – See certifications. 2 hoursManager Customer JourneyGive new hires a new perspective on their role from the customer’s journey. Customer journey. Customer journey test – See certifications. 2 hoursManager 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 hoursManager 7

8. 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.

9. Sales Development Playbook

10. Sales Development Playbook – Day 3 (Part 1) CurriculumObjectiveAgendaExercisesTimingTrainer 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/A30 minutesMichael Wilbourn MessagingTrain 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 hourMichael 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 hoursMichael Wilbourn 10

11. Sales Development Playbook – Day 3 (Part 2) CurriculumObjectiveAgendaExercisesTimingTrainer Live Call ExecutionExplain the framework of SDR live calls, and the qualification guide Best practices. Call framework. Qualification guide. Role plays (2 each)1 hourMichael Wilbourn Objection HandlingTrain 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 hourMichael Wilbourn SFDC TrainingFormally 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 hourMichael Wilbourn 11

12. 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.

13. Shadowing and Driving

14. Shadowing and Driving – Days 4 and 5 CurriculumObjectiveAgendaExercisesTimingTrainer Mentor Ride-AlongsGive new hires real exposure to daily SDR tasks and operations. Day in the life. Listening to calls. All dayMichael Wilbourn SFDC PracticeGet 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 hourMichael 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/A30 minutesMichael Wilbourn 14

15. 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.).

16. Go Live!

17. Go Live! – Day 6 CurriculumObjectiveAgendaExercisesTimingTrainer Email ResponsesNew SDR becomes operational, with Mentor guidance. Email follow-ups with mentor. N/AAll dayMichael Wilbourn Begin CallsHelp SDR get started by having them make their first set of calls with their mentor. SDR calls with mentor (1 hour). Q/A. N/A1 hourMichael 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 minutesMichael Wilbourn 17

18. 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.

19. Certifications

20. DayCertification 1RingCentral Overview Test RingCentral Product Test 2Sales Process Test Qualification Test 3Messaging Worksheet Live Call Role Play 4-5SFDC Systems Test 6Mentor Role Play 20

21. Ongoing Coaching

22. Ongoing Coaching – Month 1 CurriculumObjectiveAgendaExercisesTimingTrainer Weekly Coaching Checkin Stay ahead of any onboarding issues and address challenges early. 30 minute meetings with each SDR. N/A30 minutes each Michael Wilbourn 22