Reinventing sales Training – the 6 Things that matter Lori Adams, Global Sales & Divisional Learning Leader, NCR

Reinventing Sales Training The Challenges Understanding our Audience Matching Model to Audience How We Did It – The 6 Key Questions Results to Date Examples Q&A 9/21/2018 NCR Public Use

The Challenges Corporate Challenges Sales Challenges Training Challenges NCR Sales Transformation NCR Services Transformation 4 Separate Divisions (business units) Global Audience Different Roles & Structure Technical Long PPT w/Audio No Centralized Governance In late 2014, we embarked on a corporate journey to undergo both a sales and services transformaiton within our organization. We needed to remodel how we serviced our customer accounts in all of our industries to be more efficient, effective, and solidify our competitive advantage in this area. With the refocus of the business to a Software and Services-driven, Hardware-enabled company, we also needed to transform our sales organization to focus on the bigger solution that encompassed all 3 of these things, and how the combination provided more value to our customers. My side of the learning team was focused on this sales transformation. We first identified the challenges to transitioning how we approach learning to meet the business goals of the sales transformation. We also evaluated our current training and methodology, and we found that we had a wide range of content, but in general some commonalities were also creating challenges for us. 9/21/2018 NCR Public Use NCR Public Use

Understanding Our Audience Sales is a completely different animal… Limited time Focused on opportunities and customers Limited attention spans “Training takes me away from selling” $$-driven We realized that we really needed to focus more on who our audience was – our sales teams, and started to look at who they are as learners… … What did this mean for how we needed to transform learning? 9/21/2018 NCR Public Use

Matching Training Model to the Audience Specific New Model Old Model Short 10-20 minute modules Business-value focus Specific value proposition & messaging Consistent format & flow 30-45 minute online modules Technical Focus Little emphasis on business value Inconsistent format & flow VALUE Where we decided to go… 9/21/2018 NCR Public Use

The 6 Key Questions Giving Sales What They Need to Succeed What is the Solution, from a 40,000 ft. view? What business issue(s) does it solve? Who are the target decision makers? What is the value proposition for each decision maker? What are some qualifying questions you can ask to identify opportunities? What are the competitive advantages of the solution? We focused our solution training around the key business-related information sellers would need to have intelligent conversations with customers. 9/21/2018 NCR Public Use

Results to Date New Services Opportunities 100 Opportunities Closed 8 Avg. Mo./Mo. Funnel Growth in 1st 5 months 2.4 % Overall Funnel Growth March/September 1 % % We’ve started this initiative in different divisions of our business, but have heavily focused on some of the managed services within our Financial Services division. We launched the first set of training modules (5) in April, and another set (3) in July. They are all brand new services, or remodeled versions of some existing services, so we don’t have a lot of past history to compare to in terms of performance, but what we are looking at is how it is affecting our sales funnel. 9/21/2018 NCR Public Use

What It Looks Like Giving Sales What They Need to Succeed Briefly describe the layout of the modules. 9/21/2018 NCR Public Use