Selling the Training Department 3.0

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This document contains unpublished, confidential, and proprietary information of West. Training Department
No disclosure, duplication, or use of any portion of the contents of these materials for any purpose may be made without the Courses
prior express written consent of West.

Revision Date: 10-30-2015

West thrives because we employ a diverse group of To register for or request any of the following Core Specialty Systems Training Microsoft Office Systems Training
talented individuals. We value the unfaltering service Classes, please review the following SharePoint Sites:
provided by our employees and the qualities of dedication Associate Development and Performance Tracking MS Office Excel
to those clients we support. As one of the top companies Core Classes: (ADAPT) System Definitions, Editing and Formatting
in nearly every industry, West provides the technology http://rgsnet.west.com/sites/Training/WRGSCoreClas ADAPT is a learning management system. This course is Excel is an electronic spreadsheet program that can be
and customized services to connect with our customers, ses/default.aspx designed to assist you in understanding the software used for storing, organizing and manipulating data. In this
workforce, partners and vendors. application for administration, documentation, tracking, class we will cover the basic make-up of Excel and
If you do not see a core class listed on the schedule, reporting and delivery of training materials, both everything you will find in a workbook. Basic actions like
We provide an unwavering pathway to success with our Managers may request a class by clicking on your Instructor Led and e-Learning. hiding a column, formatting a cell’s font color, alignment,
diverse levels of associate development. location on the above SharePoint Site: and border will be discussed. Inserting a comment,
Customer Interaction Center (CIC) merging cells, and how to utilize Find and Replace
From basic skills and knowledge to on-going Interactive Client & Interactive Fax appropriately will also be covered in this class. This course
development, we offer trainings both general and specific This course is designed to assist in understanding of the is designed for associates who have very limited
to each client and program partner. These courses range CIC system. CIC is a standards-based, multichannel experience with Excel.
from Administrative Courses, Sales Courses, and Specialty software platform to blend all media types with your
Systems to Industry specific trainings including regulatory business systems – telephony, email and fax. Real time Tables Charts and Graphs
trainings. and historical reporting of information help organize the Excel’s tables, charts and graphs are a great way to
service experience in a seamless and expedient manner. display your data visually. In this class associates will learn
Revenue Generation Service Training Contacts: how to create, manipulate and sort data quickly and
Richard Hineline – VP Business Performance Concur Expense Reporting effectively. Additional skills will include utilizing slicers on
[email protected] 1.210.991.6188 Learn how to report company expenses using the Concur pivot tables as well as conditional formatting and freezing
Paul Espinosa – Director of Training software. This course is designed to help you understand panes.
[email protected] 1.877.384.4902 how to report corporate expenses incurred; such as
Melissa Chakar – Training and Performance Manager travel, lodging, meals, and gas. Filters, Functions and Formulas
[email protected] 1.920.380.5463 Excel is widely known for its ability to enter in formulas. In
Sara Nachreiner – Training and Performance Manager OnContact (All Versions) this class not only will associates learn how to write a
[email protected] 1.920.730.4830 This course teaches the basics of the OnContact Customer successful formula, they will also learn about absolute cell
Relationship Management (CRM) system. From lead reference and the order of operations formulas work in.
generation to cultivating prospective clients, from sales to Other topics covered include how to create and remove a
service, from marketing automation to marketing drop down list, using formulas on multiple worksheets,
management; OnContact delivers a complete solution and popular functions. Examples of functions include,
throughout the entire sales cycle. SUM, COUNT, IF, and COUNTIF function.
NOTE: Some versions have the Sales Motion Continuum
sales process integrated. MS Office Outlook
Working with Microsoft Outlook – working with
PeopleSoft Management Tools / Reporting Requests calendars, tasks, and customizing.
This course is designed to assist in addressing complex
business requirements such as Human Resource MS Office OneNote Basics
Management, Associate Management and Enterprise Working with the digital notebook that provides a single
Performance Management. The PeopleSoft Manager place where you can gather all of your notes and
Tools give the manager access to their associates’ information and work together with others more
information. You will also be given information to effectively.
PeopleSoft Report Requests.
MS Office PowerPoint 1
Systems Overview Using PowerPoint Effectively.
This course is designed as an overview for you to utilize all
West network and basic computer software systems. MS Office PowerPoint 2
Advance PowerPoint Instruction – working with
Templates, Graphics, Diagrams, Headers and Footers.

MS Office Word 1
Managing Word Documents.

MS Office Word 2
Creating advanced Word Tables, Templates, and Graphics.

Healthcare Training CMS Fraud and Waste 5-Step Associate Development
This training module consists of two parts: (1) Medicare
Anatomy Parts C & D Fraud, Waste, and Abuse (FWA) Training and STEP 1 BASIC SKILLS AND KNOWLEDGE
This course will give you a general overview of the (2) Medicare Parts C & D General Compliance Training. All Associate learn and/or reinforce basic skills.
scientific study of the human body – focuses on persons who provide health or administrative services to  Basic Sales Skills
anatomical structures within the body. Medicare enrollees must satisfy general compliance and  Applications and Systems
FWA training requirements. This module may be used to  Customer Service Skills
Physiology satisfy both requirements.
This course will give you a general overview of the science STEP 2 PARTNER PROGRAM TRAINING
of the mechanical, physical, and biochemical functions of West Fraud and West
humans – focuses primarily on organs and systems. This training is regarding West’s policies regarding Associates learn the details of the partner’s products,  Partner’s Brand, Products and Services
fraudulent activities within the company. The course processes, systems and tools.  Partner’s Systems (If Applicable)
Medical Terminology discusses the following:  Partner’s Sales Processes
This course is designed to help you understand basic  Company’s Value Proposition
clinical terminology, as well as suffixes, prefixes, and root • The expectations of our compliance plans  Key Differentiators
words used to describe the human body and associated • West Code of Ethical Business Conducts  Marketing Information / Support
components, conditions, process, and procedures. • West’s compliance program
• West’s policy for reporting fraud, waste and STEP 3 STREET SMARTS
Healthcare Industry
This course is designed to assist you in recognizing central abuse Associates build knowledge that has been gained from a  Applying knowledge to the market
product, industry, market segments, and how healthcare subject matter expert who has sold to the partner’s  Competitive Intelligence
regulations are administered by various governmental TPCA customers.  What gets the customer to say ‘Yes’?
agencies, as well as the impact that state and federal The purpose of this training is to educate you on the Red  Common sales challenges
regulations have on West business. Flag Regulations under the Fair and Accurate Credit  How to successfully win business
Transactions Act, and on West’s methods and procedures  Key steps in the sales process
Healthcare Regulations in response to the Red Flag regulations.
This course is designed to assist you in recognizing how Timeline: As a part of partner training with refreshers
healthcare regulations are administered by the different Red Flag 15 to 45 days later.
agencies and the impact these regulations impacts West The purpose of this training is to educate you on the Red
business. Flag Regulations under the Fair and Accurate Credit STEP 4 RIDE ALONGS
Transactions Act, and on West’s methods and procedures
Healthcare Training – Computer Based Trainings in response to the Red Flag regulations. Gain front line experience in selling our partners product  Key West personnel go into the field with
or services. partner’s sales team.
This compliance training modules provide the information UDAAP
needed to responsibly do your job within the company, This training focuses on regulations pertaining to  How to position the value proposition.
client, state and federal regulations. consumer protection; the Dodd-Frank Act, the Consumer  How to overcome objections on the fly.
Financial Protection Bureau, and UDAAP (Unfair,  How to move the sales process forward.
HIPAA Deceptive, or Abusive Acts or Practices). By the end of
This module provides the information you need regarding this training session, you will be able to: Timeline: First 60 to 90 Days
the Health Insurance Portability and Accountability Act * May not apply to all Partner Programs
(HIPAA). After you complete this module you should • Connect terms and descriptions – Dodd-Frank Act,
understand: CFPB, and UDAAP STEP 5 ON-GOING DEVELOPMENT

• Why data privacy and security are important to • Identify how to recognize and avoid possible Associates continue to build knowledge and skills to help  On-Going Product / Competitive Knowledge
our company UDAAP violations them succeed and grow in their roles. Training

• Identify protected health information (PHI) and • Explain what it takes to reduce the risks of UDAAP  On-Going Marketing Support
other personal information and be able to restate the consequences for  On-Going Street Smarts / Ride Alongs
violations(s)  Advanced Sales Training
• Understand key legal requirements for handling  Career Development
protected health information • Summarize / Express what UDAAP means to you  Leaders @ West
and the company.  Toastmaster
• How to safeguard protected health information
and other personal information of individuals

• Recognize what may constitute a privacy or
security incident and how to report it

Administrative Training Evolution of Sales Business Training Consumer Packaged Goods Training
The Evolution of Sales is a course created to help you
Business Email adapt to the trends of the current sales industry. This Business Etiquette CPG Industry
This course is designed to teach the proper business course is designed to assist you in understanding different The Business Etiquette Course is designed to teach you This course is designed to be an introductory class to CPG.
etiquette of using email amongst employees. sales strategies over the last 50+ years. what is and isn’t acceptable when conducting business in In this course you will learn the following:
a professional environment.
Business Writing Selling as a Noble Profession CPG Overview
This Business Writing course will assist in writing The Selling as a Noble Profession course was created to Professional Client Interaction • You will learn the CPG history, classes of trade,
professional and effective letters, memos and other assist in the understanding of Professional Selling. You The Professional Client Interaction Course is designed to
correspondence. will learn elements such as: teach associates what types of information they should and account types.
and should not discuss with Clients and Customers. • BENEFIT: Gain knowledge to help to serve your
Business Email / Email Etiquette • Having a Selling Process
This course is designed for choosing which means of • Exhibiting a Consultative Approach Customer Service Training accounts better.
communication will be utilized for any situation; Using • Providing a Customized Solution CPG Customers
email as an effective and efficient way to communicate to • Gain Specific Commitments on the Next Steps Customer Care Training • You will learn to note important information
other associates, customers, and clients. Empathy, Professional Grammar, Call Control, and
Lead Management Basics Attitude. about your customers, and the types of contacts
Goals The Lead Management Basics course has been developed you’ll be talking to.
The Goals course is designed to help define your to assist in the understanding of how to qualify customers Defusing the Upset Customer • BENEFIT: Increase your sales and hopefully your
individual work goals, assist you in making a plan of and sell them on the next step of the sales process. Importance, reasons customers get upset, preventing bonus too.
action, and helping to motivate yourself to achieve, and irritating behaviors, what the customer wants, service CPG Sales Call Flow
committing to these goal. Presenting recovery, calming behaviors • You will learn how to pre-call plan, set great sales
This course has been designed to assist you in your objectives, and know how to conduct a scheduled
Time Management development for determining the needs and wants of the Listening sales presentation.
This course has been created to help you develop customer and presenting the features and the benefits in Using listening skills to develop rapport, facilitate • BENEFIT: Learn how to set yourself up for success
effective strategies for managing your time and balance the most effective way. dialogue, determine customers’ needs and convince the by having productive calls.
your demanding schedule. This course will give you the decision-maker. CPG Terminology
tools to help you prioritize your day to accomplish the Negotiating • You will learn the language of CPG and your
most in the least amount of time. This course has been designed to “Getting the most bang Vocalics customers.
for the buck” for your promotional dollar by following the This course is designed to help you understand the study • BENEFIT: Build customer confidence and rapport.
Sales Training rules of negotiating to close the sale. of the nonverbal uses of the voice that indicate emotion
and provide cues as to how the message should be CPG Full Account Management
Sales Motion Continuum Access: Overcoming Objections interpreted. This course designed to define the responsibilities of the
The Sales Motion Continuum Process is designed to assist An interactive class concentrating on overcoming CPG Account Manager.
in understanding the West multiple phase sales process; objections. This will prepare employees to understand
from Qualifying a Customer and Teaching Sales Insights to and handle any objection that they may encounter, while CPG Trade Math
Negotiating a deal and Customer Buying. building relationships with businesses to ensure that they This course has been developed to assist in defining the
continue to do business with our company. Employees types of CPG trade math. In addition to understanding
Sales School will be able to walk away with confidence and understand how to define and use the correct terms and formulas.
This course has been developed to provide a universal customer needs.
baseline knowledge of sales as a profession. CPG Trade Shows
The end result will be a deeper understanding of: Learn: Qualify The CPG Trade show class is designed to help associates
A hands on class designed to energize and reignite the learn about trade shows. From deciding if they should
• Sales Fundamentals passion on the phone. Focusing on questioning skills to attend to how to prepare and follow up after the show.
• West's Sales Model dig deep and truly uncover the business wants and needs,
• West's go-to-market strategy opening the door to a successful sales experience. CPG Sales Promotions (Parts 1 & 2)
Employees will be able to prepare, qualify and effectively The CPG Sales Promotions course is designed to define
Insight Selling share their purpose through a selling process with a the types of sales promotions in addition to
The Insight Selling course has been designed to help consultative approach. understanding how to define and implement sales
educating buyers of our products, services or solutions by promotions.
using strategic sales strategies. A successful sales strategy
takes insight into the prospective customer; including CPG Client Etiquette
their specific issues, needs and wants and what solutions The CPG Client Etiquette Course is designed to teach what
will benefit them. We do this by giving you the tools to is and isn’t acceptable when conducting business.
genuinely address their issues even they may not have
known existed.