Feedback Method

One feedback session was conducted with ISR trainees who attended the ISR NH Training in AugustSeptember 2013 12 total attendees 70 minute session 1 NA Sales Training staff member facilitated (was not involved in the delivery of this program and just recently met the participants)

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

What Went Well

Favorite Presenters:
Stephen Miller- real-life advice and found his information very helpful Nellie Scott- loved her energy and presentation style Lee Highsmith- Why Lenovo information, energy, stories, CSC Tour to see the entire portfolio PC 101 was very helpful for those that are not as familiar with the products

Scott Ottman- liked that they got to meet and speak with him
Mark Welsh- Monopoly Game was great; would like earlier in the program (before Nellie Scott)

Presentations
Like the more interactive presentations Liked to get out of the classroom Enjoyed getting handouts/printouts from presenters or copies of the slides

Facilitators
Group consensus that they love Mike OMalley and Frank Trenery Appreciated the 1:1 meetings with Mike

Appreciated the feedback from Mike and Frank

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

What Went Well, continued

Activities and Projects
Why Lenovo presentations were a great lesson ThinkPal program was very helpful and informative Shadowing helped them to see what the ISRs do on a daily basis Meet the Managers was a good opportunity to network and introduce themselves and put names with faces

Overall Program Comments

Encouraged to make mistakes and try new things during training Liked the Friday morning breakfasts Like the computers they were given Appreciate that training is valued and that the training team puts so much effort into exposing them to everything they need to prepare for their roles as ISRs.

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

What Did Not Go So Well

Presentations
Too many PowerPoints and reading from PowerPoints Too many screenshots; demos would have been better Would like more handouts and printouts Too many lecture-style presentations

Assignments and Activities

The Why Lenovo expectations/ requirements seemed to change with every person they talked to Did not receive feedback on the CRM test results (received scores, but never got to review the answers)

Overall Program Comments

Sequencing of topics was a little disjointed Feedback took too long to get back on some assignments Not enough 1:1 opportunities
Feedback was ONLY positive; prefer to get some criticisms

Did not know when they were getting placed even during week 6

Heard lots of negative reviews and comments about CMR tool before learning it
Did not ever get a campus tour Class was not appropriately warned the Who is Who for the presentations (higher-ups)
5 2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Recommendations for the Future

Presentations
More interactive presentations More videos to watch step-by-step activities of ISR or how to use a program More daily life presentations or real-life examples

Course Sequencing
Plan each week to have an overall theme that builds from simplest concepts to more complex Relate each presentation to the part of the sales cycle to which it applies

ThinkPals
More time with ThinkPals

Shadow on different days of the week to see different degrees of business

Allow the students to try using the tools and have the ThinkPals shadow them The ThinkPals could plan their lessons according to what the students will be learning in class that week

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Recommendations for the Future, continued

Activities
More action learning More practice with tools More real-life application to their jobs (emails, phone calls) Team-building activities and projects that teach content and skills Fill any downtime with small activities where they can learn from ISRs (ex: examine emails or voicemails the ISRs upstairs received and talk about how they would respond with them)

Assessments
Inform the class at start of the program what they will be tested on Inform the class how they are ranked and compared to their peers Different types of assessments, not just tests and quizzes More 1:1 time and feedback on their progress; provide criticisms and improvement suggestions

Tools Training
CRM Training- make this training several consecutive training days instead of spreading it out For all tools, more hands-on practice instead of presentations with screenshots Cheat Sheets and Job Aids
7 2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Recommendations for the Future, continued

Overall Program Comments
Campus Tour Field Trip to the Distribution Center A n ISR New Hire Handbook with quick facts, glossaries, contacts, org charts, etc., would be great to have from Day 1. A second trip back to the CSC to see the portfolio again would be helpful after they have learned all about each product. Speed Dating with other people in the company from different sectors to network and familiarize Provide talk tracks or diagrams for phone calls and emails More interaction with the field reps

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.

Our Major Takeaways

1. 2. 3. 4. 5. 6. Need more hands-on learning activities and projects (action learning) Need to adjust the number of PowerPoint presentations being delivered Need to distribute course materials in hard-copy or soft-copy for participants as a reference guide Need to plan for more 1:1 time with NAST for feedback and evaluation Need to adjust the sequencing of the content for each week and organize into themes Need to build in more hands-on practice with tools

7.
8.

Need to build in more time for shadowing

Need more opportunity for networking with other members of the company

2012 LENOVO CONFIDENTIAL. ALL RIGHTS RESERVED.