RC Onboarding

Framework
Michael Wilbourn,
MA Candidate
Spring 2015

2015 MWilbourn

Table of Contents
Welcome to RC
Welcome to RingCentral - Day 1
Day 1 Certifications

4
5

Sales Development Process

Sales Development Process Day 2
Day 2 Certifications

7
8

Sales Development Playbook

Sales Development Playbook Day 3
Day 3 Certifications

10
11

Shadowing and Driving

Shadowing and Driving Days 4 and 5
Days 4 and 5 Certifications

13
14

Go Live!
Go Live! Day 6
Day 6 Certifications

16
17

Certifications
Certifications

20

Ongoing Coaching
Ongoing Coaching Month 1

22

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
RingCentrals
product and its
features.

RingCentral
product training.

RingCentral product
test See certifications

2 hours

Manager

HR
Administratio
n

Get computers
setup, paperwork
completed, and
desks assigned.

Computer setup.
Paperwork.
Desk
assignments.

N/A

2 hours

HR and
IT

Day 1 Certifications
RingCentral Overview Test
5 questions on RingCentral as a company.
RingCentral Product Test
15 questions on RingCentrals 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 customers
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

Day 2 Certifications
Sales Process Test
SDRs should be able to map out the sales process both from the
RingCentral side, and the buyers 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 RingCentrals
touch patterns,
from pre-call
research through
the pursuit
duration.

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

Provide best
practices, tools,
and exercises.

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
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.

12

Shadowing and
Driving

Shadowing and Driving Days 4

and 5
Curriculum

Objective

Agenda

Mentor RideAlongs

Give new hires

real exposure to
daily SDR tasks
and operations.

Day in the life.

Listening to calls.

SFDC Practice

Get new hire

fully operational
of SFDC activity
logging.

Lead views.
Logging call activity.
Creating an
opportunity.
Email reporting.

Daily Mentor
Check-ins

Provide time for

new hires to ask
any questions
and get
clarification on
the training thus
far.

Open discussion.

Exercises

Timing

Trainer

All day

Michael
Wilbourn

SFDC Practice- SDR

operates SFDC for
mentor.

1 hour

Michael
Wilbourn

N/A

30
minutes

Michael
Wilbourn

14

Days 4 and 5 Certifications

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.).

15

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
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.

18

Certifications

Certifications
Day

Certification

RingCentral Overview Test

RingCentral Product Test

Sales Process Test

Qualification Test

Messaging Worksheet

Live Call Role Play

4-5

SFDC Systems Test

Mentor Role Play

20

Ongoing Coaching

Ongoing Coaching Month 1

Curriculum
Weekly
Coaching
Checkin

Objective
Stay ahead of
any onboarding
issues and
address
challenges early.

Agenda
30 minute meetings
with each SDR.

Exercises
N/A

Timing
30 minutes
each

Trainer
Michael
Wilbourn

22