1. 1 WELCOME TO THE WIRELESS TRAIN-THE-TRAINER SESSION

2. 2 Administrative Details Smoking Area Breaks / Lunch Turn Cell Phones and Blackberries To Vibrate Course Material –Instructor Manual –CD ROM Course Format –CBTs –Instructor Led Demo –Hands On With Devices –Trainer Teach Backs Program Schedule

3. 3 Day 1Day 2 Welcome / Purpose of T3 Training Class Introductions Video and Discussion Intermec CN3 Wireless Device Wireless Basics - CBTs Instructor Led Demo - Rio Basics Hands On - Rio Basics Review Day 1 DOAs / Former Install Activity Scenarios - CBTs Instructor Led Demo - Close a DOA Replacement Secondary Hands On - Close one DOA Replacement Secondary and one Former Activity Teach Backs (2 students) Lunch Install / Upgrade Activity Scenarios - CBTs Instructor Led Demo - Close an Upgrade Replace Secondary Hands On - Close one Install and one Upgrade Replace Secondary Teach Backs (2 students) Service / VIP / OOP Activity Scenarios - CBTs Instructor Led Demo - Close one Basic Service Activity Hands On - Close one Basic Service Activity Teach Backs (4 students) Pilot / Continual Training Evening (on your own)Wrap-up Day 2

4. 4 Introductions Name and Location Job Description Training Experience Siebel Experience Class Expectations Tell… –Something Unique About Yourself, OR –Your Favorite Vacation Spot, OR –Something You’ve Always Wanted to Do and Never Have…

5. 5 Wireless Handheld Video

6. 6 Wireless Device Benefits Improved Field Technician Productivity –Eliminate the need to call a dispatcher or HSP call center to activate and close activities on most activity types. –Technicians can status, activate and close activities using their wireless-based equipment units –Look into customer’s equipment history –Real time visibility to activity changes. Cancelled or rescheduled activities are removed from the activity list view and order line item changes are updated on the OLI list view –Individual view of equipment on hand (electronic) –Ability to delete non-serialized order line items without user interaction –A single device doubles as a phone and activity status handler

7. 7 Wireless Device Benefits Automated And Streamlined Processes –Optimized, automated scheduling for technician routes based on service region, schedule and skills (exceptions are handled manually by dispatchers) –Automated equipment inventory management and tracking via bar code scanning –End-to-end view by warehouse technicians into inventory transactions for DIRECTV components only –Detailed, timely view into technician attendance and average daily activities completed

8. 8 Wireless Training

9. 9 Intermec CN3 Wireless Device Using the Intermec CN3 Wireless Device QRC – Section 3 Onscreen Keyboard and Stylus –To show or hide the input panel keyboard, use the stylus. –Tap the input panel icon. –Tap the keys with your stylus to type the following. Lowercase letters, tap the keys with the stylus. Single uppercase letter or symbol, tap the shift key. Multiple uppercase letter or symbols, tap the cap key.

10. 10 Intermec CN3 Wireless Device Stylus

11. 11 Intermec CN3 Wireless Device Screen Icons –The screen icons listed will appear on the navigation and command bars to provide applicable statuses.

12. 12 Intermec CN3 Wireless Device Turn Device On / Off –To turn the device on, press the yellow power button once. –To turn the device off, press and hold the power button for about two (2) seconds. Note: By default, the device goes into a lower power mode or turns off after two minutes of inactivity. Press the Power button to resume activity at any time. Power Button

13. 13 Intermec CN3 Wireless Device Capitalize a Single Key Using The Device Keypad –To capitalize a single character on the keypad, press the shift key, and then the character. To type all alphanumeric characters as uppercase letters, enable the caps lock feature on the keypad. Shift Key

14. 14 Intermec CN3 Wireless Device Caps / Num / Alt Lock On The Device Keypad –To enable the caps lock feature (light stays green), press the orange key on the keypad once followed by the up arrow (shift) key. Press the same key sequence to disable the caps lock feature (sometimes required twice depending on if in caps lock or num lock / alternate.) Tap or double tap orange key to switch between alpha and numeric –To enable the num lock / alternate features, press the orange key on the keypad twice. Press the orange key once to disable the num lock and alternate features. Shift Key Numeric/ Alternate Key (Orange)

15. 15 Intermec CN3 Wireless Device Additional Keys On The Device Keypad –Space Bar Key –Enter Key Enter Key Space Bar Key

16. 16 Intermec CN3 Wireless Device Additional Keys On The Device Keypad –Tab Key –Backlight Key Tab Key Backlight Key

17. 17 Access the Internet Click on the Start Button Click on Internet Explorer

18. 18 Select Internet Favorite Links Click on the Menu Button. Click on Favorites.

19. 19 Clear History and Cookies Select Tools from the drop down menu. Select Options from the drop down menu.

20. 20 Clear History and Temporary Internet Files Click on the Memory tab. Click on Clear History to clear previous URLs. Click on Delete Files to delete temporary internet files.

21. 21 Clear Internet Cookies Click on the Security tab. Click on Clear Cookies.

22. 22 Wireless Training

23. 23 Wireless Basics — CBTs Wireless Basics 1.Using eTrust Identity Manager — Wireless 2.Logging Into Rio — Wireless 3.Using the Main Menu — Wireless 4.Using the Menu Link — Wireless 5.Using Links — Wireless 6.Working with Lists and Forms — Wireless 7.Working with Records and Fields — Wireless 8.Logging Out — Wireless 9.Reviewing and Acknowledging Today’s Activities — Wireless 10.Viewing Truck Inventory and Today’s Equipment — Wireless 11.Searching for Products in Inventory — Wireless 12.Reviewing and Updating an Activity — Wireless 13.Mapping the Customer’s Address — Wireless 14.Updating Order Line Items and Capturing Parts Used — Wireless 15.Activating Using the Wireless Unit — Wireless 16.Closing an Activity — Wireless

24. 24 Wireless Basics — Demo Instructor Led Demo –Log in –Navigate My activities Truck inventory Today’s equipment –Equipment covered (on truck) – equipment required today –Equipment required (additional) – required today not on truck Activity detail –Receiver list –Status activities –Log out –Handout activity / assets worksheets

25. 25 Wireless Basics — Hands On Trainers Hands On –Log in –Navigate –Status activities Status all activities to Acknowledged Status the first Activity to En Route –Log out

26. 26 Activity Scenarios — CBTs Install and Upgrade Activities –Install — Wireless –Install without Pending Services — Wireless –Upgrade Relocate — Wireless –Upgrade Swap Relocate on Secondary Receiver — Wireless –Upgrade Swap Relocate on Primary Receiver — Wireless –Upgrade Swap Replace on Secondary Receiver — Wireless –Upgrade Swap Replace on Primary Receiver — Wireless –Upgrade New Unit — Wireless

27. 27 Activity Scenarios — Demo Instructor Led Demo –Close one Upgrade Replacement On a Secondary Receiver

28. 28 Activity Scenarios — Hands On Trainers Hands On –Each trainer will use their handheld wireless device to perform the following tasks Close one Install Activity Close one Upgrade Replacement on a Secondary Receiver –Each trainer will complete the following when closing their activities Status the Activity Add a comment (40’ ladder) Add the DIRECTV Protection Plan Close each OLI Close the Activity

29. 29 Trainer Teach Backs Trainers Teach Back (30 Mins Each) –Two chosen trainers will teach back an assigned Activity to the class using the URL on the trainer’s PC –Each trainer will… Have 5 – 10 minutes to prepare Have 10 – 15 minutes to show how to perform the following during their teach back –Show the class how to use the QRC for their scenario –Status the Activity –Add a comment (40’ ladder) –Add the DIRECTV Protection Plan –Close each OLI –Close the Activity –Class feedback (5 – 10 mins)

30. 30 Trainer Teach Backs Trainer Teach Back #1 –Technician CTOH000102 (Ironwood) Close one Install Activity

31. 31 Trainer Teach Backs Trainer Teach Back #2 –Technician CTOH000113 (Mastec) Close one Upgrade Replacement on a Secondary Receiver Activity

32. 32 Wireless Training Wrap-up Day 1

33. 33 WIRELESS TRAIN-THE-TRAINER All materials are proprietary, confidential and subject to change. Field Performance Management / Version 1.2. Copyright 2008 DIRECTV. Unpublished work. All rights reserved. Revised 10/10//08

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