Welcome to the Yale Training Knowledge...

Welcome to the Yale Training Knowledge Center

1. TKC Overview 1 2. User’s Guide 3 3. Manager’s Guide 7 4. Frequently Asked Questions - ProTech 15 5. Frequently Asked Questions - ProTracx 17

6. TKC Issues and Comments 20

1. TKC Overview

Figure 1

The Training Knowledge Center (TKC) is the Yale online Sales and Technical Learning Management System. Its purpose is to manage Yale online and instructor-led training contents. Users of the TKC can participate in online courses, and complete certification exams that lead to ProTech and ProTracx certification status.

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We recommend that you print this guide and follow the instructions with the TKC open.

Figure 2 Figure 3

Once enrolled, users have access to Catalogs, ProTech and ProTracx information, Training Records, and Certifications from their TKC Home Page (Figure 2). Users can view their Current Learning Modules, Pending Enrollments, and their Records/Transcript by mousing over the Training Records tab at the top of their Home Page (Figure 3). We recommend that you explore these areas before progressing.

Figure 4

Managers have additional navigation links (Dashboard, Manage, and Review) on their Home Page that allow them to track the progress of each of their registered staff members and assess their staff’s participation through site-generated reports. Managers also have the ability to assign learning modules and certification paths to staff members and review transcripts and learning records of each staff person

through the TKC (Figure 4).

For additional information on how to use these features, please refer to the Manager’s

Guide on Page 7 of this document.

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2. User’s Guide

Follow these steps to enroll in a Certification Path:

1. From your Home Page, mouse over the Certifications menu link. Click on the Certification Path Link.

a. The Certifications page comes up. If you already enrolled in a learning path(s), it will be shown here.

2. Click on the Certification Path button (Figure 5) at the upper right side.

a. A listing of available certification paths will display (Figure 6).

3. Scroll to the path you want to begin and click on the Select icon on the right- hand side of the page (Figure 7).

Figure 5 Figure 6

Figure 7

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Once a Certification Path is assigned, mouse over the Certifications menu link and click on the Learning Path link (Figure 8) to begin your study of the modules associated with the selected Learning Path.

Figure 8

Your Learning Path(s) may be expanded and collapsed to suit your viewing preferences.

Clicking on the arrow icons will allow you to control the display (Figures 9 and 10). In cases where

paths contain a larger number of modules, you will also need to use the scroll bars (Figure 11).

Figure 9 Figure 10 Figure 11

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Follow these steps to complete a Learning Path: 1. From the top Certifications menu, click on the Learning Path link.

a. Any Learning Paths assigned to you by either yourself of your manager will be displayed.

b. To begin the Learning Path, click on any of the modules or programs listed. The gray and peach boxes are inactive. The pink boxes contain active links to the enrollment process. The user must click on the text within the box (Figure 12) to activate the process.

2. Once you click on a module or program, you will need to follow the “on screen” prompts to enroll in and launch the module.

3. To launch a module you have previously enrolled in, click on it from within the Learning Path and then click on the Launch link (Figure 13) on the returned page. Note that if reference materials have been attached to the module they will be available on this page.

Figure 12 Figure 13 Figure 14

There are two ways to track your progress through the certification path:

As you enroll in the modules, the module box in your path will change from red to yellow to

show the module is in progress (This action will occur as you refresh the page). As you complete

modules, the boxes will change to . There is a legend at the top of the page showing the green

color scheme (Figure 14).

Additionally you can track your progress from your Home Page in the Certification Status box. As you complete each module, the percentage will change (Figure 15).

Figure 15

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Catalog Search You can enroll in the learning modules through the Catalog menu link (Figure 16) at the top of the page. This should only be used for modules not currently located in a certification path. 1. M o u s e o v e r the Catalog menu link. You will see two options:

a. Find a Learning Item – search by Keyword or use Advanced Search for more options.

b. Catalog Search – click on Catalog and then on the desired sub-catalog; click on desired course and follow the prompts to enroll.

Figure 16

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3. Manager’s Guide

In addition to having the same functionality as a user, the person listed as a T K C Manager or having Group Review rights has three additional buttons on their TKC Home Page; “Dashboard”, “Review ” and “Manage”.

Dashboard

The dashboard gives you the ability to see the following twelve metrics that are critical to your dealership:

ProTech Technical Certification Metrics ProTracx Sales Certification Metrics # of ProTech Certified (At Highest Level) # of Sales Certifications - Achieved

# of ProTech Certified (At All Levels) # of Sales Certifications – In Process

# of Product Certifications # of Industry Certifications – Achieved

# of In-Process Product Certifications # of Industry Certifications – In Process

# of Users Not Actively Using the System # of Users Not Actively Using the System

# of Employee Certifications # of All Sales Certifications - Achieved

Once you enter the Dashboard area you are immediately given high level charts that you can use to drill down even further for more detailed information. You have the option of selecting either Yale Sales or Yale Service metrics. Let’s drill down on the Yale Service metric named # of ProTech Certified. Below is the main page within the Dashboard (Figure 20).

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Clicking the # of ProTech Certified gives you the below chart (Figure 21). From here

you have the ability to select a particular certification from a certain Dealer location.

Figure 21

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Review Menu

When you mouse over the Review menu link, you will see several options that allow you to

review your users’ training progress (Figure 26). You have the ability to approve participant

enrollment in classroom sessions and review an individual learner’s status. Depending on your

management level, you may also have the ability to look at other locations within your

organization.

Figure 26

Enrollment Approval (currently NOT in use) This tab allows TKC Managers to approve or deny enrollment requests. When an individual user enrolls in a program that requires approval, the TKC Manager will be sent a system-generated e-mail notifying them of a pending request.

By selecting Approve or Deny, the TKC will update the requester status to “enrolled” or “withdrawn” and the requester will receive a system-generated e-mail notifying them of their changed status (Figure 26).

Figure 26

Direct Appraiser Review When you click on the Direct Appraiser Review link, you will see a list of the personnel who have you assigned as their TKC Manager in their MHC profiles. Select your desire user and click on the Career Development Center link (Figure 27 next page).

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Figure 27

A new tab will open and you will see the user’s Career Center Summary in the main frame of the page and several options in the menu on the left frame of the page. The Career Summary Center will show the Proficiency Levels, or progress, on each of the user’s assigned competencies (Figure 28).

Figure 28

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Under Summary on the left menu you will have options to work with the selected user’s current Enrolled Courses, Enrollment Requests, Records/Transcripts, Certifications Awarded, Training Plan and Learning Path (Figure 29).

Figure 29

Under Career Center on the left menu you will have the ability to assign certification paths to the selected user (Figure 30).

Figure 30

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To return to your original Direct Appraiser page and select another user with which to work, just

simply click the X at the top left corner of the screen to close the tab (Figure 31).

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4. Frequently Asked Questions

ProTech Technician Certification Program Q: What is ProTech?

A: The Yale ProTech technician certification program will assist all Yale dealers with the training of their technicians to a uniform level of skill and ability. W hile many Yale dealers have comprehensive in-house technician training, ProTech will help assure all Yale dealers and customers that they can rely on a high level of ability and knowledge from each Yale service technician. Yale dealers can also utilize ProTech as a marketing tool to differentiate their dealership from their competitors.

Q: How do I get started? A: Enrollment in the program requires access to the Training Knowledge Center, more

commonly referred to as the TKC. The TKC is housed on the dealer web site (materialshandlingcentral.com). You can get to the TKC by logging onto the dealer web site and clicking on the Yale Training Knowledge Center button on the right-hand side of the page. If you receive a message indicating “You do not have permission to this Application…”, talk with your dealer’s MHC IT Security Administrator and ask that you be activated for this web site function.

Q: What is the certification process? A: From your TKC Home page, mouse over the Certifications link on the top menu. Then click

the Certification Path link. Click on the Certification Path button at the upper right side of the page and select the path you would like to enroll in. To get to your Learning Path page, mouse over the Certifications link on the top menu and select Learning Path and complete the online modules. Once you have completed the online modules and attend the instructor- led training (ILT), the online certification exam will be assigned to you.

Q: Will I still use the catalog to select classes? A: You can always add courses to your learning path by selecting them from the catalog.

Managers can also add courses to an employee’s learning path via the catalog. But remember, there is no need to do this for any modules included in existing certification paths. The paths automatically contain all components necessary for the desired certification.

Q: What types of questions are on the exam? A: The exams consist of multiple choice and True/False questions. Q: Can I review certification questions once submitted? A: You will not be allowed to review questions once your exam is submitted for grading. You

can, however, review test questions prior to submitting your exam.

Q: Are written exams accepted? A: All certification exams must be submitted electronically through the TKC. Q: If I fail a certification exam, w hen can I re-test?

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A: If you fail a certification exam, you will not be allowed to re-test for 5 days. During this time you should review materials to study for your next attempt.

Q: What is the re-certification requirement? A: Once you’ve completed learning paths that have resulted in achieving Certified Service,

Master or Elite status, the requirement to maintain that status is to keep up with new technology and products. You will be given 12 months from the release of the new technology or product to complete the training requirement.

Q: Where do I find certification support materials? A: Online certification modules are available on the TKC. Instructor led workshops may be

conducted at your dealership by your dealer’s trainer or a factory trainer. Your dealer may also choose to have you attend a factory sponsored workshop if applicable.

Q: What incentive do I have to get certified? A: Certification presents technicians a chance to prove to themselves, their employers, and their

customers that they can excel on tough competency exams. It offers the technician recognition by peers and employers and can lead to job advancement as well as showing the customer your commitment to service excellence. NMHG will also provide an incentive for each level a technician completes. Incentive packages will be mailed to your dealership within a few weeks after you achieve each of the Maintenance, Service, Master, and Elite certifications.

Q: Can I purchase additional certification items? A: Once certified, you can purchase additional certification items, such as patches, T-shirts, golf

shirts, jackets, ball caps and other items displaying certification through the brand web site.

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ProTracx Sales Certification Program

What is ProTracx?

ProTracx is a comprehensive Sales Certification program that consists of the following components: Truck

Sales Certification, Aftermarket Sales Certification and Industry Exploration. These self-paced sales

programs cover key areas of learning such as Yale truck and Aftermarket product knowledge, financial selling

skills, general industry knowledge and more specific information about industries that are targeted for

materials handling sales.

While most of the program is completed online, there are some associated workshops that will be conducted

at your facility or at a nearby dealer site. One in particular is the Sales & Product Workshop. The goal of

this interactive workshop is to equip a sales person with the selling skills required to recognize and evaluate

customer needs and to offer solutions that are meaningful and appropriate for a customer’s application.

Hands-on product training on Class I – V trucks is integrated with supporting Yale programs including

financial merchandising, national accounts, fleet management, Aftermarket and more.

How do I get started?

Each component of ProTracx has its own enrollment procedure. The Truck Sales Certification,

Aftermarket Sales Certification and Industry Exploration programs require access to the Training

Knowledge Center, more commonly referred to as the TKC. The TKC is housed on the dealer portal. You

can get to the TKC by logging onto the dealer portal and clicking on the Training Knowledge Center button

that resides on the right hand side of the portal home page. Access to the TKC requires no special logon or

password. However, if you receive a message indicating that you do not have rights to the TKC, please

contact your dealer’s IT Security Administrator.

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All certifications that reside on the TKC require enrollment in a Certification path. To earn certification credit,

all modules must then be accessed through the Learning Path. To create your Certification path, follow the

instructions as outlined on page 3 of this User’s Guide.

For the instructor-led, Sales & Product Workshop, Sales Training covers the cost for sending a facilitator to your dealership location. Your dealership provides the participants, classroom space and trucks. Workshop arrangements can be made by contacting Bill Bradford at 252-378-8049 (cell), 252-561-7099 (office) or by email at bill.bradford@nmhg.com.

How does the ProTracx Truck Sales Certification work? The ProTracx Truck Sales Certification is laid out in an easy-to-follow Learning Path. There are four

Competency Stages you must complete to earn the designation of Certified Yale Truck Sales Consultant.

What are the Four Competency Stages of the ProTracx Truck Sales Certification program?

Stage 1: The Introductory Stage is the foundation for the ProTracx Truck Sales Certification program. Comprised

of online training modules and quizzes, this certification stage provides sales people with an introduction to

professional sales skills, Yale product awareness and industry knowledge necessary to build both credibility

and confidence.

Stage 2: The Core Stage is a series of online training modules and quizzes that concentrate on four critical product

areas:

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1) Truck Systems & Fundamentals

2) Rider Models (Classes I, IV & V)

3) Warehouse Models (Classes II & III)

4) Competitive Models (Classes I – V)

Stage 3: The Financial Specialization Stage targets topics such as Packages & Bundles and the principles of

financial merchandising.

Stage 4: The Value Selling Stage is a series of online modules that focus on handling objections, improving

presentation skills, and employing a variety of sales tools designed to increase closure rate.

Do I have to take the modules in any particular order?

YES. This program guides you through an easy-to-follow Learning Path. After you have enrolled in your

Learning Path, you must begin the program by completing the module, titled, Yale Orientation. To enroll in

this module, be sure to click the text that appears in the appropriate Learning Path box and follow the

enrollment instructions. The Yale Orientation module gives you a complete overview of the modules that

appear in the Introductory Stage and will acquaint you with the look and feel of all other modules.

Once you have finished the Yale Orientation module, return to the Learning Path and click on the New Hire box. To accurately enroll in all 28 of the modules displayed in this particular category, be sure to scroll to the bottom of the page and click on the Enroll button. In addition to the online modules, this portion of the program features a downloadable workbook and recommended coaching sessions. (More information about the workbook and coaching sessions appears in the initial Yale Orientation module that you will have already completed in order to begin the entire ProTracx Truck Sales Certification process.)

Where do I go after I complete the Introductory Stage?

Upon successful completion of Stage 1, you can proceed to The Core Stage. You must work your way

through all four components of this Stage in the order in which they appear in your Learning Path. You will

begin with Truck Systems & Fundamentals, and then move through the Rider Models, Warehouse Models

and finally, the Competitive Models. You must complete all online modules that appear in each of these

components with one exception. For the Competitive Models, you need only complete two of the modules in

order to close out Stage 2 of the program.

Do I have to finish Stage 2 before I can enroll in Stages 3 and 4? NO. The Financial Stage and Value Selling Stage can be taken in conjunction with the Core Stage. Keep in

mind that you are restricted from accessing Stages 2, 3 or 4 of the program until you have fully completed the

Introductory Stage.

How will I know when I have completed the ProTracx Truck Sales Certification program? After you have completed all required online modules listed in Stages 1 through 4, you will receive an

email notifying you that you have successfully achieved the status of Certified Yale Truck Sales

Consultant. The email will also explain how to print your certificate. Shortly after receiving the email,

you will receive a special package containing a congratulatory gift in honor of your achievement.

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How does the ProTracx Aftermarket Sales Certification work? The ProTracx Aftermarket Sales Certification is designed to increase the knowledge of Yale Aftermarket

products, Truck Systems & Fundamentals, the basics of industry applications and selling skills. There is only

one pre-requisite module in the Aftermarket program – the Aftermarket Sales Introduction. Completion of this

module allows participants to access any other program modules in any desired order.

How do I get started? The ProTracx Aftermarket Sales Certification program requires access to the Training Knowledge Center,

more commonly referred to as the TKC. The TKC is housed on the dealer portal. You can get to the TKC by

logging onto the dealer portal and clicking on the Training Knowledge Center button that resides on the right

hand side of the portal home page. Access to the TKC requires no special logon or password. However, if

you receive a message indicating that you do not have rights to the TKC, please contact your dealer’s IT

Security Administrator.

All certifications that reside on the TKC require a Learning Path. To create your Learning Path, follow the

instructions as outline on page 3 of this document.

How will I know when I have completed the ProTracx Aftermarket Sales Certification program?

After you have completed all online modules, you will receive an email notifying you that you have

successfully achieved the status of Certified Yale Aftermarket Sales Consultant. The email will also

explain how to print your certificate. Shortly after receiving the email, you will receive a special

package containing a congratulatory gift in honor of your achievement.

How does the ProTracx Industry Exploration program work? The ProTracx Industry Exploration program provides an in-depth look into a variety of industries identified as key targets for materials handling sales. This certification program provides direct access to relevant data about your customer’s industry, helping you establish greater credibility and increase your chances for forklift sales. The program is comprised of separate industry tracks that focus on four critical areas: supply chain dynamics; industry overview; applications, and, best practices. In order to enroll in the Industry Exploration certification program, you must first complete the online Truck Sales Certification program.

How do I get started? The ProTracx Industry Exploration Certification program requires access to the Training Knowledge

Center, more commonly referred to as the TKC. The TKC is housed on the dealer portal. You can get to the

TKC by logging onto the dealer portal and clicking on the Training Knowledge Center button that resides on

the right hand side of the portal home page. Access to the TKC requires no special logon or password.

However, if you receive a message indicating that you do not have rights to the TKC, please contact your

dealer’s IT Security Administrator.

All certifications that reside on the TKC require a Learning Path. To create your Learning Path, follow the

instructions as outlined on page 3 of this document. While you have the ability at any time to create a

Learning Path for the ProTracx Industry Exploration program, keep in mind that you will not be able to

begin this certification until you have fully satisfied all requirements of the ProTracx Truck Sales

Certification program.

How will I know when I have completed the ProTracx Industry Exploration program?

Each of the industries listed in the ProTracx Industry Exploration program are classified as

independent industry certifications. Upon full completion of all the modules listed in a single industry

path, you will be awarded the status of Certified Industry Specialist for that particular industry. You

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will receive an email notification for each industry certification you complete with an explanation on how

to print your certificate. Shortly after receiving the email, you will receive a special package containing

a congratulatory gift for each of your achievements.

After I complete the ProTracx Certification programs can I review any of the modules?

YES. Although your Learning Path will disappear once you have completed each of the Certifications,

you can still review the modules that you have taken. And, you will not be required to re-take any of the

quizzes.

Step 1: At the TKC home page, click on the tab, titled, Training Records. Where you see on the page

the option to Show Learning Items for the past 12 months, click on the drop down menu, select ALL,

and then select GO. This will refresh your entire Transcript. Pick any module you’d like to review and

click on the title of that module.

Step 2: On the page that displays, you’ll see the category of Overall Status under the header of

Details. Click on the word, REOPEN. A pop-up note will tell you that you can now access the module

from your current learning modules list. Click OK to close out this message and then click HOME in the

upper menu bar. The Training Records tab resides next to the Home tab. Click on the Current

Learning Modules link. Click on the title of the module that you want to review to access the module’s

Quick Start button.

Step 3: If you decide after reviewing the module that you don’t want to keep this module active in your

Current Learning Modules area, click on the title of the module and you will see the button on the far

right side with the title Remove from Active List. Click it. The page will automatically refresh and the

module will no longer be among those listed in your Current Learning Modules area.

Step 4: If you change your mind at a later date and want to review the module, again, just follow the

procedure above. There are no limits to how many times you can reopen and remove a module from

your Current Learning Modules area.

5. TKC Issues and Comments

We welcome any and all comments concerning the TKC. It is you, as the users of the TKC, that guide our efforts in creating a better online training experience.

If you have any questions, comments, or technical issues with the TKC, please utilize the Contact Management system to process your request.

(Last Revised 04/03/14)