1. 2009 BSD Regional Sales Conference Sales Online Customer Relationship Management (CRM) system for BSD Contract Sales DSM Training

2. Confidential 2 A Message from Dave and Steve

3. Confidential 3 Why Sales Online?  Territory Management –Complete view of customers and prospects –Single site for managing Contact Strategy activities and actions –Manage appointments and tasks –Status of open service requests through completion  Sales Performance Management –Attainment Reporting & Activity Tracking/Trends –Customer Trends & Reporting via Dashboard link to Cognos  Contact Management –All contact information in one place –Tracks interactions including callbacks, follow-up activities or notes  Time Management –Appointments sync between Sales Online and Outlook –Contacts and tasks in Sales Online will transfer to Outlook  Territory Management –Complete view of customers and prospects –Single site for managing Contact Strategy activities and actions –Manage appointments and tasks –Status of open service requests through completion  Sales Performance Management –Attainment Reporting & Activity Tracking/Trends –Customer Trends & Reporting via Dashboard link to Cognos  Contact Management –All contact information in one place –Tracks interactions including callbacks, follow-up activities or notes  Time Management –Appointments sync between Sales Online and Outlook –Contacts and tasks in Sales Online will transfer to Outlook

4. Confidential 4 Why Sales Online Cont…  For DSMs –The opportunity to play a critical role in growing profit and share for our company –More time in the field to lead and coach your reps  For sales teams –Less time wasted searching across systems for customer information –Faster, easier sales and more satisfied customers –Increased attainment pay for those who optimize usage of tools –More visible standards of performance and coaching opportunities

5. Confidential 5 By the End of Today you Will…  Explore your own customer data in an easier, quicker, and more effective way than ever before  Have a clear view of how your sales process will be revolutionized by Sales Online  Be able to access and navigate your online Dashboard  Have the tools to coach your team effectively  Explore your own customer data in an easier, quicker, and more effective way than ever before  Have a clear view of how your sales process will be revolutionized by Sales Online  Be able to access and navigate your online Dashboard  Have the tools to coach your team effectively

6. Confidential 6 Sales Online Timeline Milestones June Jun 28 th Jul 20 th –Train on Sales Online –Upgrade tools and adapt selling process Project Simplify Project Simplify Roll-Out C Re- inforcement Re- inforcement Re- inforcement training Prep for version 2 release July AugSepOctNov Dec W SE NE/ MA

7. Confidential 7 8:00-9:00 Kick-off and introduction 9:00-9:30 Terminology 9:30-9:45Break 9:45-10:00Live Application Preview 10:00-10:30 Overview Sales Online Application 10:30-12:00Lab Tour Guide 12:00-12:45Lunch 12:45-3:00 Lab Scenarios-Breakout by Role 3:00-3:15 Break 3:15-4:15DSM Views and Reporting 4:15 -4:30 Resources/ Closing Remarks Today’s Agenda

8. Confidential 8 What we expect from you today… Be on time Be fully engaged and work together Have an open mind to changes Participate actively Have fun!

9. Confidential 9 By the end of today, you will… Understand new Sales Online terminology and how to apply a consistent Sales Methodology Prioritize your customer’s needs and follow- through consistently using the Week in the Life best practices Integrate the Sales Online tools into your week to increase overall effectiveness Navigate through the application to become acquainted with the tools Understand new Sales Online terminology and how to apply a consistent Sales Methodology Prioritize your customer’s needs and follow- through consistently using the Week in the Life best practices Integrate the Sales Online tools into your week to increase overall effectiveness Navigate through the application to become acquainted with the tools

10. Confidential 10 Terminology Introduction

11. Confidential 11 From SOLAR to Sales Online Customer/Prospect = Party Customer = Customer Prospect = Prospect Target = Lead Workflow with Solar Prospect Target Customer Workflow with Sales Online Prospect Lead Opportunity Customer Customer Lead Opportunity Sale Customer/Prospect = Party Customer = Customer Prospect = Prospect Target = Lead Workflow with Solar Prospect Target Customer Workflow with Sales Online Prospect Lead Opportunity Customer Customer Lead Opportunity Sale

12. Confidential 12 Sales Online Terminology Prospect Lead Opportunity Customer Lead Opportunity Win Customer Prospect/Target/Lead/Opportunity Customer

13. Confidential 13 Sales Cycle - Prospect to Customer Prospect Qualified Quantified Winable Order P L C O P rospect L ead O pportunity C ustomer

14. Confidential 14 Sales Cycle P rospect L ead O pportunity C ustomer Contacts Notes Tasks Notes Tasks L L L O O O 1) Different Timeline 2) Different Decision Maker 3) Substantial Perpetual Lead Tasks Notes L Create Win

15. Confidential 15 Glossary

16. Confidential 16 Answer Key- Glossary Of Terms  1. CustomerC  2. FeedbackA  3. Lead F  4. Notes and TasksB  5. Opportunity D  6. Party G  7. Prospect E  8.Quick Links H  9. Sales On-line J  10. Sales Home L  11. Sales Links I  12. Site K  13.Task N  14.Top 20 M  1. CustomerC  2. FeedbackA  3. Lead F  4. Notes and TasksB  5. Opportunity D  6. Party G  7. Prospect E  8.Quick Links H  9. Sales On-line J  10. Sales Home L  11. Sales Links I  12. Site K  13.Task N  14.Top 20 M

17. Confidential 17 Lead/Opportunity Differentiation  A prospect/customer is going out to bid for print.  You have met with the marketing manager at a prospect/customer and they have asked you to quote their business card needs worth an estimated $20K.  A prospect/customer is going out to bid for print.  You have met with the marketing manager at a prospect/customer and they have asked you to quote their business card needs worth an estimated $20K.

18. Confidential 18 Live Preview

19. Confidential 19 Sales Online Overview

20. Confidential 20 Sales Home

21. Confidential 21 Customer Dashboard

22. Confidential 22 My Customers

23. Confidential 23 Customer Dashboard

24. Confidential 24 My Customers - Graph

25. Confidential 25 Sales Home

26. Confidential 26 Prospect Dashboard

27. Confidential 27 My Prospects Summary

28. Confidential 28 Prospects Dashboard

29. Confidential 29 My Prospects - Graph

30. Confidential 30 Sales Home

31. Confidential 31 Pipeline Dashboard

32. Confidential 32 My Pipeline

33. Confidential 33 Keeping your calendar up to date is critical to your Time Management Success. Outlook Integration

34. Confidential 34 Service Requests

35. Confidential 35 Service Requests

36. Confidential 36 Service Requests

37. Confidential 37 Customer Relationship Management

38. Confidential 38 Customer Relationship ManagementSMART!

39. Confidential 39 Group Lab Activity

40. Confidential 40 Lunch

41. Confidential 41 Scenarios – Using Your Own Data

42. Confidential 42 By the end of the lab you will be able to… GOAL: Explore the tool to gain comprehension of how to read and utilize it.  Obtain “Top 20” (Current “Top 20 Opportunities” from GPS dashboard)  Schedule calendar for the week  Work Prospects  Provide Feedback  Sales Cycle Conversion (Prospect to Lead to Opportunity to Customer)  Create a new Prospect  Create a Lead against the Prospect  Convert a Lead to an Opportunity  Convert an Opportunity to a Customer GOAL: Explore the tool to gain comprehension of how to read and utilize it.  Obtain “Top 20” (Current “Top 20 Opportunities” from GPS dashboard)  Schedule calendar for the week  Work Prospects  Provide Feedback  Sales Cycle Conversion (Prospect to Lead to Opportunity to Customer)  Create a new Prospect  Create a Lead against the Prospect  Convert a Lead to an Opportunity  Convert an Opportunity to a Customer

43. Confidential 43 Lab Instructions 1.You will work in Sales Online using your own data 2.Use your “Sales Online “Lab Tour Guide” to assist you as you become familiar with the Application 3.Have fun & ask questions! 1.You will work in Sales Online using your own data 2.Use your “Sales Online “Lab Tour Guide” to assist you as you become familiar with the Application 3.Have fun & ask questions!

44. Confidential 44 Week in the Life

45. Confidential 45 A Week in the Life

46. Confidential 46 A Week in the Life

47. Confidential 47 Planning Your Week  Mine Top 20 –Retention –Share of Wallet –Conversion  Build schedule for upcoming week(s) based on KOs (Known Opportunities) and Top 20.  Provide DSM with Top 5 - submit by noon.  Prospect within your territory and plan for sales calls  Provide feedback  Mine Top 20 –Retention –Share of Wallet –Conversion  Build schedule for upcoming week(s) based on KOs (Known Opportunities) and Top 20.  Provide DSM with Top 5 - submit by noon.  Prospect within your territory and plan for sales calls  Provide feedback

48. Confidential 48 Top 5 Priorities

49. Confidential 49 Your Week Using Sales Online  Determine where to prioritize your time in the field  Add prospects to database  Track new leads and known opportunities  Request customer account creation  Provide feedback on sales call outcomes at the end of every day  Use Case Management to request account maintenance  Determine where to prioritize your time in the field  Add prospects to database  Track new leads and known opportunities  Request customer account creation  Provide feedback on sales call outcomes at the end of every day  Use Case Management to request account maintenance

50. Confidential 50 When preparing for appointments, take advantage of the tools that are on the dashboard. MARKETING MATERIAL – you will also find this link on the left side of the Dashboard under the QUICK LINKS section. This takes you to an EXCEL document with links to some helpful marketing material. You can filter the material based on Sector, Product Group or Project name. Print them off, or go GREEN and email them to your customer before or after the sales call. Note: Make sure you use the STAR report to identify multiple categories to go after. Have backups and don’t stop if the customer agrees to purchase in a new category. Keep penetrating and offering solutions. TOOLS AND JOB AIDS – you will find this link on the left side of the Dashboard under the QUICK LINKS section. This link takes you to a series of CATEGORY CHEAT SHEETS that allow you to prepare for specific categories on customer calls. Print them off as needed and use them in your appointment planning. You will also find the CALL PLANNER under this link. This Call Planner assists in developing your action plan and incorporates PSS skills. Appointment Preparation

51. Confidential 51 Post-Training

52. Confidential 52 What happens to my data?  Your Prospect & Target data will be moved over from Solar the weekend prior to GO LIVE in your market  The Sales Online/Microsoft Outlook Synch software will be pushed down to your Available Software  You should do the following prior to GO LIVE in your market !!! –Review your ‘Active’ Prospects, Targets & Customers that will be coming over from Solar –If any of the Prospects or Targets assigned to you in Solar do not belong to you, change the status of each to ‘Inactive’ –Customers have already been converted over to Sales Online. If any of the Customers or Ship-to’s do not belong to you, work with your DSM to reassign them in TOPS –By the end of day on Friday before GO LIVE, make sure you connect to the OD Network and SYNCH Solar both ways. This will insure that all the changes you’ve made are sent to OD systems before your data is converted over the weekend –On Monday morning of GO LIVE, install the Outlook Synch software from your Available Software under Start/Programs/Available Software. Follow the Instructions that have been provided to you. This process will also disable Solar from you laptop  Your access to Sales Online is enabled on Monday morning of GO LIVE week and access to Solar is disabled  All Prospect & Customer activity and setting up of new accounts should now happen in Sales Online  Your Prospect & Target data will be moved over from Solar the weekend prior to GO LIVE in your market  The Sales Online/Microsoft Outlook Synch software will be pushed down to your Available Software  You should do the following prior to GO LIVE in your market !!! –Review your ‘Active’ Prospects, Targets & Customers that will be coming over from Solar –If any of the Prospects or Targets assigned to you in Solar do not belong to you, change the status of each to ‘Inactive’ –Customers have already been converted over to Sales Online. If any of the Customers or Ship-to’s do not belong to you, work with your DSM to reassign them in TOPS –By the end of day on Friday before GO LIVE, make sure you connect to the OD Network and SYNCH Solar both ways. This will insure that all the changes you’ve made are sent to OD systems before your data is converted over the weekend –On Monday morning of GO LIVE, install the Outlook Synch software from your Available Software under Start/Programs/Available Software. Follow the Instructions that have been provided to you. This process will also disable Solar from you laptop  Your access to Sales Online is enabled on Monday morning of GO LIVE week and access to Solar is disabled  All Prospect & Customer activity and setting up of new accounts should now happen in Sales Online

53. Confidential 53 Solar to Sales Online Data Conversion

54. Confidential 54 Thank you !