; IKON Version 1.0 ©2007 IKON Office Solutions, Inc. All rights reserved.

Reference Guide

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Table of Content

STEPS TO SUCCESS OVERVIEW ............................................................................................................................................... 3

What is Steps to Success? ....................................................................................................................................... 3

What is the goal of this program? ........................................................................................................................... 3

How does Steps to Success work?........................................................................................................................... 4

Steps to Success Learning Outcomes ...................................................................................................................... 4

How do I get started? ............................................................................................................................................. 4

Registering for the Program .................................................................................................................................... 5

FIRST STEPS MEETING ......................................................................................................................................................... 7

ACTIVITY STANDARDS ......................................................................................................................................................... 8

TOP 25 ACCOUNTS ............................................................................................................................................................ 9

NEW HIRE CHECKLISTS ...................................................................................................................................................... 10

Learn About Your Workplace ................................................................................................................................ 10

Set Up Your Laptop .............................................................................................................................................. 11

HR BENEFITS .................................................................................................................................................................. 12

THE SALES TEAM ............................................................................................................................................................. 12

MEET YOUR COMPANY TEAM ............................................................................................................................................. 13

Meet the Team .................................................................................................................................................... 13

MEET COMPANY MANAGEMENT ......................................................................................................................................... 14

COMPANY LEADERS .......................................................................................................................................................... 15

Questions to ask your President,VP,GSM,DoS ....................................................................................................... 15

YOUR CONTACT LIST ......................................................................................................................................................... 16

RICOH UNIVERSITY REGISTRATION INSTRUCTIONS .................................................................................................................... 18

STEPS TO ACCESS THE RU WEBSITE AND CALENDAR ................................................................................................................. 20

SALES PROFESSIONAL’S LEARNING PLAN GUIDE ....................................................................................................................... 22

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STEPS TO SUCCESS OVERVIEW

WHAT IS STEPS TO SUCCESS? Steps to Success is a multi-part blended training and development plan for sales representatives. This program is customized for inexperienced and experienced new hires and provides training on tools, processes, products and basic sales skills to help sales professionals achieve success within their first 12 weeks. Steps to Success participants are supported by a dedicated team of Ricoh University training specialists who provide guidance and assistance throughout the program. Through Steps to Success, the New Hire Development Consultant, Sales Managers and Sales Professionals collaborate to achieve the competencies sales professionals need to be successful.

WHAT IS THE GOAL OF THIS PROGRAM?

Steps to Success has two goals:

• To provide an on-boarding program for newly hired Sales Professionals that has a blended training program from a national and local area level for 12 weeks.

• To provide all the tools required to ensure that our Sales Professionals are equipped to sell successfully.

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HOW DOES STEPS TO SUCCESS WORK?

Steps to Success provides a learning path for sales professionals for their first 12 weeks of training. Your Sales Managers and New Hire Development Specialist (NHDS) will collaborate to provide you with the customized training you need based on your experience and background. The program incorporates a blended approach to training that includes a variety of formats such as on-the-job training, self-paced, virtual classrooms and traditional classroom instruction. These formats are described here:

On the Job Training • Meetings with your Sales Manager and your team members to learn how things are done at your office

• Spend time in the field with your team members and ride along with them on customer visits.

• Observe how they interact with their customers and ask questions after each call to learn all you can about how we sell to our customers.

Self-Paced Learning • Online interactive web-based training, workbooks or selected readings.

Instructor-Led Training • Virtual Classrooms

• Your NHDS will conduct the training, and you will be in ‘class’ with other sales professionals

• Sessions involve prework and postwork, and a follow-up individual conversation with your NHDS and/or manager.

• Instructor–led training by your NHDS that will be delivered in a classroom setting.

STEPS TO SUCCESS LEARNING OUTCOMES At the end of your first 12 weeks you will be able to:

• List the products and services that you will sell

• Use Ricoh sales tools and processes to manage your accounts and activities

• Use effective methods to set appointments with potential opportunities

• Present a product demonstration to your customer

• Create a proposal

• Present financial options to customers and help them determine their optimum choice

• Close an order using the proper system and manage the process through to fulfillment

• Use your team support personnel effectively

HOW DO I GET STARTED?

A New Hire Development Specialist (NHDS) will work with you and your Sales Manager to develop your customized learning plan based on your own experience and knowledge.

All Instructor-Led virtual training events to be completed will be populated in your Calendar by your NHDS, and tracked using this document. Your NHDS will contact you within 48 hours of registration. All Instructor – Led live training events will be scheduled by your NHDS.

Reminder - you must first register before a NHDS will contact you.

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REGISTERING FOR THE PROGRAM

Step 1- Log into www.ricohuniversity.com. Step 2 – Enter your User Id and Password. Note - You will need your Ricoh ID to log in. a) If you know your Ricoh ID (not your

employee ID) please use the ID to login by following the on screen instructions for First Time Logins.

b) If you do not know your Ricoh ID (not your employee ID) click "Forgot/Request ID" link to request your ID.

Step 3 – Select “Log In” button

Step 4 –From the “Courses” drop-down box select “Sales”

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Step 5 –Select “Steps to Success Program”

Step 6 –Select “Enroll in this Program”

Step 7 –Complete the “Steps to Success Enrollment” form

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FIRST STEPS MEETING Your Sales Manager should schedule a one-hour meeting with you during the first week of your employment with your company. If you do not get a meeting request, contact your Sales Manager to schedule a meeting to cover the following:

Review the Compensation Plan. Your Sales Manager will identify your revenue targets for:

Account Penetration

New Business Other Revenue (e.g., Color, Professional Services, expansion)

Review Job Description

Confirm with your manager how you will receive access to a computer with web connectivity.

Review Activity Objectives/Top 25 Accounts (see next pages)

Complete the New Hire Checklists with your manager

Register for the Steps to Success Program

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ACTIVITY STANDARDS

You and your manager will set objectives for activities you should complete each week. Use this table to record your agreed-upon goals.

Month Field Activity t Week 1 Week 2 Week 3 Week 4

One

____ Face to Face Customer Visits• ___ per day • __ preset appointments at a

minimum

____ Competitive Calls per day• ____ Calls per week

Telemarketing Calls

___ Pipeline adds per week • Expansion or Net New

___ New Proposals per week• ___ being Net New

Identify Top 25 Competitive Accounts

Two

____Face to Face Customer Visits• ___ per day • ___ preset appointments at a

minimum

____ Competitive Calls per day• ____ Calls per week

Telemarketing Calls

___ Pipeline adds per week • Expansion or Net New

____ New Proposals per week• ___ being Net New

Identify Top 25 Competitive Accounts

Three

____ Face to Face Customer Visits• ___ per day • ___ preset appointments at a

minimum

____ Competitive Calls per day• ____ Calls per week

Telemarketing Calls

___ Pipeline adds per week • Expansion or Net New

___ New Proposals per week• ___ being Net New

Identify Top 25 Competitive Accounts

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TOP 25 ACCOUNTS

Name of Account

Decision Maker

Current Equipment

Account Strategy

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NEW HIRE CHECKLISTS This On Boarding checklist is designed to ensure that you become familiar with your Area and tools necessary to successfully do your job.

LEARN ABOUT YOUR WORKPLACE

Tasks Completed

Where do I get a security badge or Building Access Code? ____________________________________________________________________

If I forget my badge, how do I get into secured areas? ______________________ What are the days/hours of operation for my office? ___________________________________________________________________ ____________________________________________________________________

Can I enter the building during non-office hours? How do I get in? ___________________________________________________________________

If I stay after hours, how do I get out of the building? ___________________________________________________________________

Where should I park? Where should I direct visitors to park? How do visitors enter the building? Where are the bathrooms located? Where is the break room? Is there a kitchen area available for use? What is the office dress code? Are there exceptions to the dress code? How do I find out about office closures due to inclement weather? Where are the copiers that I may use? Where are the printers I may use? Where is the fax I may use? If the copier, printer or fax I am assigned to use is down, is there an alternate I can use? Where will I find them?

Where do I get extra toner and paper supply? Where is the demo room I use for customer demonstrations? If the room is not available, is there an alternate place I may make a presentation? Where can I find office supplies?

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Collect the following office supplies: • Pads of Paper • Pencils • Pens • Paper Clips • Stapler • Staples • Tape Dispenser • Tape • Calculator

Where can I find letterhead stationery, envelopes, interoffice envelopes and Product Brochures? Collect the following paper supplies: • Letterhead Stationary • Envelopes • Interoffice Envelopes

Where do I put out-going mail? Where is my mailbox? How do I use my phone system? What do I dial for outgoing local calls? Is there a special code for Outgoing long distance calls? How do I record a message for my voice mail? Do I need one for interoffice calls and one for out of office calls? (You should change your outgoing message daily.)

Where are my calls going when I am on the phone? How do I retrieve messages when I am out of the office? How often should I check my voicemail?

Does this office have a paging system? If so, how do I use it? How do I order my business cards?

SET UP YOUR LAPTOP

Tasks CompletedHave your laptop configured by your IT representative. Ensure you Printer Drivers configured to your laptop. Learn how to use the e-mail system. Get an e-mail list for your team.

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HR BENEFITS If you plan on utilizing your company’s benefits, please Contact your Human Resource Manager for further information.

HR Manager Name: ______________________________ HR Manager Number:_______________________

THE SALES TEAM

DIRECTIONS: Other members of the sales team will be a valuable resource because they’ve “been there” and they know the workplace. If there is a weekly sales team meeting, that’s the best place for you to meet the other salespeople. If not, the Sales Manager should introduce you to the team members individually. It’s very helpful for the Sales Manager to assign you one or two team members to contact with questions.

Sales Executive’s Name Title

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MEET YOUR COMPANY TEAM

MEET THE TEAM

DIRECTIONS: Schedule meetings with these people and spend some time talking to them about the company and what they do. If you are working from a remote branch and you cannot be personally introduced to the management team, you should conduct these meetings via the telephone

Support Position Name/ Phone Number Areas of responsibility/Job Duties

Solutions Engineer

Color Solutions

Professional Service Solution

Customer Support

Order Support

Production Solutions

New Hire Development Specialist (NHDS)

Managed Document Solutions

Facilities Management Solutions

IT Services Solutions

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MEET COMPANY MANAGEMENT

DIRECTIONS: Schedule meetings with these people and spend some time talking to them about your company and what they do. If you are working from a remote branch and you cannot be personally introduced to the management team, you should conduct these meetings via the telephone.

Part One

Job Title Name/ Phone Number Overview of Duties

Vice President/ Director of Sales

Director of Financial Operations

Field Service Manager

Human Resource Manager

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COMPANY LEADERS It is important to get to know your local area leadership and work to discover how they will support you in your quest to be a successful team member.

QUESTIONS TO ASK YOUR PRESIDENT,VP,GSM,DOS

DIRECTIONS: Schedule a time with your area leadership to learn more about their role in your success by asking the following questions. Completed

What is your role at your company?

How do I work with you and my manager for support in the field?

What does a successful rep at our company look like? And an unsuccessful rep?

What is our company’s value statement?

How did your career with our company begin and what was the path to get you where you are today?

What differentiates us from the competitors?

What are our area activity expectations?

If there were two things you would want a sales rep to conquer and master, what would they be?

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YOUR CONTACT LIST In addition to knowing your Area Management, there are several other resources that you should be familiar to you.

DIRECTIONS: Complete the following list and include name, phone number and email address. Some contacts will have a primary and secondary contact. Once completed, this form should be kept at your desk as a reference.

Issue Primary Contact Secondary Contact

Billing Questions

Billing Specialist (If applicable) Customer Name Change Order Entry

Sales Support

Sales Forms Questions

Buyouts on Leased Equipment

Leasing Contacts

Computer or Application Issue Facility Questions

Relocation - Equipment Ricoh Product Questions

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Issue Primary Contact Secondary Contact

Commission Questions

Service HR/Benefit Questions

Warehouse

• Delivery • Set-Up/Shop • Warehouse Inventory

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RICOH UNIVERSITY REGISTRATION INSTRUCTIONS 1) In order to review and enroll in training classes that are offered through the Ricoh University

website or Ricoh e-Learning website, you are required to have a valid Ricoh ID and complete an online registration form to access the sites.

2) Employees, who are registering for access to the Ricoh University site for the first time

should go to http://ssoappprod.ricoh-usa.com:8080/opensso/UI/Login and select the Forgot/Request ID link located to the right of the User ID field.

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3) On the next screen, complete all required fields within the online registration form (those marked

with an asterisk). a. Ignore the first field that asks for a Ricoh ID number (this is what you will be requesting by

completing the form). b. Managers with direct reports should select Manager from the Role/Title drop-down menu

otherwise select Rep from the drop-down. c. Select the box for Sales in the Category/Department section. d. Select No for the question regarding CD-ROM courseware. e. Select Yes for the question regarding eTests. f. Select Submit at the bottom of the form.

4) You will receive an email from Ricoh University containing login information to access the Ricoh University Training website.

5) Once you receive your login information, return to the Ricoh Single Sign On site and follow the instructions listed on the webpage.

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STEPS TO ACCESS THE RU WEBSITE AND CALENDAR

Step 1- Log into www.ricohuniversity.com. Step 2 – Enter your User Id and Password. Note - You will need your Ricoh ID to log in. c) If you know your Ricoh ID

(not your employee ID) please use the ID to login by following the on screen instructions for First Time Logins.

d) If you do not know your Ricoh ID (not your employee ID) click "Forgot/Request ID" link to request your ID.

Step 3 – Select “Log In” button

Step 4 – In the “Course”, select “Sales” from the drop down menu

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Step 6 – Select “Steps to Success” under the Blended section

Here you can either “Enroll in this Program” Or “View the Steps to Success Calendar”.

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SALES PROFESSIONAL’S LEARNING PLAN GUIDE Name: ____________________________________EIN: _____________Date Hired: ___________

Manager Coordinated Activity Self Paced Learning Activity Homework NHDS Led Activity Manager Touch Point Field Time

Week 1: Coursework

Learning Activity Completed Date First Steps with Management Onboarding Call Reference Guide Sales Manager Brief History of Ricoh Reference Guide Selling Value of Ricoh C2 History of Ricoh Sales Manager Brief Ricoh Value Story Field time with Senior Rep Ricoh Connectrix C2 Ricoh Value Story Sales Manager Brief Territory Review with Manager MFP Training Program Ricoh MP4002 Product Certification Fundamentals of Product Tech Sales Manager Brief Ricoh Equipment MPC 4502 Product Certification Case for Security C2 Ricoh Equipment End of Week 1

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Week 2: Coursework

Learning Activity Completed Date Sales Manager Brief Ricoh Solutions Selling Ricoh IT Services Protecting Your Customer Business Information Field Ride with Systems Engineer C2 Ricoh Solutions Sales Manager Brief Ricoh IT Services Equipment Job Shops Field Ride with Service Tech C2 Ricoh IT Services Sales Manager Brief Prospecting Cloud Computing Basics Building Prospect List with Sales Manager Selling Ricoh Printers 101 Field Ride with Product Specialist Sales Manager Brief Prospecting Teleprospecting Ricoh Business Projection Systems Customer Appointments/Cold Calls C2 Prospecting Sales Manager Brief Field Ride with Sales Manager Teleprospecting End of Week 2

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Week 3: Coursework Learning Activity Completed Date Sales Manager Brief Listening Skills Managing HR Docs Documentmall Telemarketing Customer Appointments/Cold Calls C2 Listening Skills Sales Manager Brief Print Security for MFPs Field Ride with MPS Telemarketing Sales Manager Debrief Sales Manager Brief Questioning Accounts Payable with Global Scan Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief PCS Director Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Questioning HotSpot Certification Telemarketing Customer Appointments/Cold Calls C2 Questioning End of Week 3

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Week 4: Coursework

Learning Activity Completed Date Sales Manager Brief Fleet Management with @Remote Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Objections and Closing Part 1 Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief eCopy Sharescan Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Objection and Closing Part 2 Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Simple Solutions PPDM Telemarketing Field Ride with Sales Manager End of Week 4

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Week 5: Coursework

Learning Activity Completed Date Sales Manager Brief Time and Territory Management Telemarketing Customer Appointments/Cold Calls C2 Time and Territory Management Sales Manager Brief Simple Solutions Smart Accounting Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Selling More with @Remote Part 1 Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief @Remote Data Pull Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Selling More with @Remote Part 1 Telemarketing Field Ride with Sales Manager C2 @Remote End of Week 5

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Week 6 Coursework

Learning Activity Completed Date Sales Manager Brief SP5200 Product Tutorial Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Ricoh Saves Telemarketing Customer Appointments/Cold Calls C2 Ricoh Saves Sales Manager Brief Color Marker Strategies Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Account Reviews Telemarketing Customer Appointments/Cold Calls C2 Account Reviews Sales Manager Brief Telemarketing Field Ride with Sales Manager End of Week 6

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Week 7 Coursework

Learning Activity Completed Date Sales Manager Brief MPC 6501 Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Art of the Deal Telemarketing Customer Appointments/Cold Calls C2 Art of the Deal Sales Manager Brief MPC 900 Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Sales Manager Brief Ricoh Resources Telemarketing Customer Appointments/Cold Calls C2 Ricoh Resources Sales Manager Brief Pro 907 Product Certification Telemarketing Field Ride with Sales Manager End of Week 7

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Week 8 Coursework

Learning Activity Completed Date HQ900o Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief SP3400 Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief SP633N Tutorial Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief End of Week 8

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Week 9 Coursework

Learning Activity Completed Date Duplicator Exercise Module Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh Equitrac/PCC Solution Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh Global Scan Training Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief

Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief End of Week 9

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Week 10 Coursework

Learning Activity Completed Date MPC300 Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief MP W3601 Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief End of Week 10

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Week 11 Coursework

Learning Activity Completed Date Ricoh Supplies Technology Tutorial Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh SP C242SF Product Tutorial Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh PJ WX4130/ PJ WX4130N Product Tutorial Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief End of Week 11

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Week 12 Coursework

Learning Activity Completed Date Ricoh Wide Format Color Scanner Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh PPDM Solution Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Ricoh Epson Stylus Pro 7700/9700 Product Certification Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief Telemarketing Customer Appointments/Cold Calls Sales Manager Debrief End of Week 12

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CONFIDENTIAL AND PROPRIETARY

This is confidential and proprietary information of RICOH.

All rights reserved