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Confidential
Office Depot/SPI General Rollout T3
February 4, 2010
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Confidential
Office Depot Overview 14.5 Billion Annual Sales Incorporated in 1986 43,000 Employees/1,700 Retail Stores Headquartered in Boca Raton Two US Sales Models
Retail – 1,700 Retail Stores Business Solutions Divisions (Our Client)
1,200 BSD Sellers and Managers Financial Picture Difficult
Sales Down Stock Price Tanked But Now Up
Interesting Fact: Combined, Office Depot, Staples, and Office Max have no more than 20% market share
Confidential
Office Depot Stock Price History
Confidential 5
David GroveSenior Vice President
Business Solutions Division
Bill MorrisVice President,
Mid-Atlantic Region
John LanderVice President,Central Region
Jim PollmanVice President,
Southeast Region
Pat WelchVice President,
West Region
Monte BambroughVice President,
Northeast & Canada
Bill MaherVice President,
Global & Private Sector
Business Solutions Division Contract Sales-Organization Chart
Steve McCaffreySr. Dir, Sales
Operations & Support
Other Key Players:• Eliza Glazer (HR). Project Sponsor• Steve Schmidt. BSD President. • Dave Trudnowski. Former head of sales. Removed from position last Friday• Rick Kapp (Training). Works for Steve McCaffrey. Former Manager.
Confidential
2009 Deployment & Market Coverage
Resources• Feet-on-the-Street Reps
• Deployed in select markets• Prospect to 10-100 WCE’s• Immediate transition to TAM
•TAM (Inside Sales)• Manage $3K-$15K current
and new customers• 10-50 WCE Prospecting &
New Accts (pilot)• Appointment setting for TM’s
• Territory Development Mgr.• Manage $15K-$150K
customers (private & public)• Prospects for new business
(20-500 WCE’s)• Geographically-based
Resources•Major Account Manager
• Manages $150K+ private sector accounts. No formal teaming
• Responsible for partnering with BDMs, once accounts “graduate”
•Major Account BDM• Develops new business in
the $150K+ range• Teaming is not in place in
’09•Global Accounts Manager
• Manages $1M+, multi-CSC private sector accounts
•Global Accounts BDM• Develops new business in
the $1M+ range (multi-CSC)
Market/Customer ProfileAccount Size: Small = $3K-75K; Med=$76K-150K Prospects: 20 WCE’s-500 WCE’s
Market/Customer ProfileAccount Size: $151K-Multi $MMProspects & Customers:500 WCE’s+
Convert Grow Retain
Market/Customer Profile Account Size: $150K+ Prospects: 500 WCE’s+
Resources• Vertical Mkt. Manager
• Manages $150K public sector accounts & sells new >$150K+ public sector accts
• Specialist/Trusted Business Advisor in the Public Sector segment
•NAM- US Communities• Deployed in regions
•NAM- Federal Gov’t.• Deployed in regions
• Director, Public Sector • Deployed in geographic
regions• US Comm. Dir.• Federal/GSA Director• State Govt. Director
Small & Med. Business
Large & Global (Private Sector) Public Sector
Convert Grow Retain Convert Grow Retain
Confidential 7
West Region Headcount
Confidential8
Initial Recommendation on Resources:• District Sales Manager • Potential opportunity to
eliminate this role in most regions.
• National Director• Initial recommendation to
maintain the position to insure continuity and corp/field interface.
• Furniture Account Managers• One per RSD Market, where
as required.• Reports to local RSD and
would serve as a customer- facing resource for larger opportunities, as well as a training resource for the sales team.
• Furniture TAM and TAM Mgr• Focused on supporting SMB
Resources
•Copy And Print deployment remains similar to ’08, with fill-in positions slotted in specific markets. •The major change for ’09 is the launch of the Denver/Arizona pilot.
Resources
•Dedicated coffee sales resources were eliminated in the field in late ’08.
•Plan will be to partner with the BSD Marketing team/Solutions mgt. group to further develop the ’09 growth plans.
Furniture Copy And Print Coffee
2009 Overlay Organization Deployment
Convert Grow RetainConvert Grow RetainConvert Grow Retain
BSD also sells IT stuff through its Tech Depot Subsidiary
Confidential9
Planning Towards a World-Class Selling Culture
Deployment Optimization Day In The Life Sales Online (ORACLE) Contact Strategy backbone Pricing Strategy SMART START
– Monday rally meetings in every market– Focus on accountabilities– “Micro-management” expectations at all levels
Training (SPI and Achieve Global) Solutions Orientation Field selling time prioritization Management engagement with customers Best Practices formalization
Deployment Optimization Day In The Life Sales Online (ORACLE) Contact Strategy backbone Pricing Strategy SMART START
– Monday rally meetings in every market– Focus on accountabilities– “Micro-management” expectations at all levels
Training (SPI and Achieve Global) Solutions Orientation Field selling time prioritization Management engagement with customers Best Practices formalization
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Confidential
Project Overview
Conduct Assessment
Build Sales Process Maps
Build Sales Tools and Job Aids
Port eLearning To LMS
Recommend Configuration Changes To Oracle
Tailor Training Materials– Global/Major Seller Workshop– TDM Workshop– Sales Manager Workshop
Conduct Workshops– Pilots– Management Training– General Roll-out
Reinforce and Measure
Train The Trainer
Conduct Assessment
Build Sales Process Maps
Build Sales Tools and Job Aids
Port eLearning To LMS
Recommend Configuration Changes To Oracle
Tailor Training Materials– Global/Major Seller Workshop– TDM Workshop– Sales Manager Workshop
Conduct Workshops– Pilots– Management Training– General Roll-out
Reinforce and Measure
Train The Trainer
SPI PROJECT TEAM
Brad Frazier – Sales Team
Mike Lawson – Program Manager
Mary Ann Kennedy – Lead Consultant/Development
Rebecca Price – Materials
Jodie McLaughlin - Logistics
Confidential
Training Approach
Sales Management
TDM SellerGlobal/Major Public Seller
Audience DSM’s, RSM’s, RVP, Executives
TDM’s and SC’sGAM’s, GBDM’s, MAM’s,
MBDM’s, and VMM’s
Number 150 611 326
Structure2 Day. 1.5 day seller
overview. .5 day Managing and Coaching
2 Day
2 Day. Train VMM’s in separate workshops. Tailor
front of class delivery to public sector
Training Start January, 2010 February, 2010 February, 2010
eLearning Module 1 Sales Execution training eLearning only. Must be branded for Office Depot and include introductory slides setting up linkages to previous tools and training
The Office Depot trainers will be certified in Solution Selling®. The certification process includes completing a workshop example package, attending a 3-day T3, and coaching and co-teaching in the rollout. Each Office Depot instructor will have a personal
development plan for coaching and teaching certain modules during the roll-out
Confidential
General Roll Out Schedule
Confidential
T3 Issues There are five Office Depot Trainers. You will probably have an Office Depot
trainer in your workshops
Office Depot Trainers Will Attend A T3 In Charlotte February 9 – 11
During the roll-out, each Office Depot trainer will attend between 6 and 12 workshops
Each Office Depot trainer will have a personal development plan. In general the plan progression will be: Workshop 1 – Attend as participant Workshop 2 – Coach Workshop 3 – Coach and set up exercises Workshops 4 through 7 - Teach two modules Workshop 8 – Teach entire workshop
You should coordinate with your Office Depot trainer prior to workshop start to determine the trainer’s role in the workshop
No matter what the trainer’s role in the workshop, you should provide feedback to the trainer during the workshop. Feedback should be around things they did well as well as things they can improve to provide a better learning experience next time
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Confidential
Solution Selling® and AchieveGlobal Professional Selling Skills® Have Common Roots But Differences As Well
THE DIFFERENCES
Professional Selling Skills® Solution Selling®
Provides tools for executing a sales call Provides tools for executing activities through the entire sales process
Assumes customer knows what he or she needs most of the time
Targets customers who do not know what they need
Provides techniques for resolving customer concerns (objections)
Provides techniques for avoiding objections
THE SIMILARITIES
Professional Selling Skills® And Solution Selling®
Encourage sellers to diagnose customer needs or pains before providing a solution
Focus on product benefits and capabilities rather than pure features
Encourage the use of a mix of question or probe types when talking with customers
Confidential
Using Solution Selling® Tools To Enhance Professional Selling Skills®
PSS® Step Ways To Enhance PSS®
OPEN• Use a crisp positioning statement as part of the open• Use a reference story as part of the open to get the
customer talking about pain
PROBE
• Make sure pain is admitted early in the probing process
• Target questions and probes around the reasons for the customer’s pains
• Use ‘drill down’ questions and probes to get to value
SUPPORT
• Align Support Statements with the reason for the customer’s pain
• Craft Support Statements in a Capability Vision format
• Craft Support Statements with Office Depot differentiators in mind
CLOSE • Document next steps in a Next Steps Communication
The Professional Selling Skills® Need
Satisfaction Selling Process resides within the ‘Diagnose’ step in the new Office Depot
Sales Process
Placeholder for acknowledging AchieveGlobal ownership of Need Satisfaction Selling Process
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Confidential
Review Workshop Materials
General Positioning Achieve Global Positioning
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Confidential
Logistics – Facilities And Workshop Conduct
All sessions will be conducted at Office Depot offices Rooms will be set up in a U configuration Workshops start at 8:00 AM and conclude at 5:00 PM Jodie will arrange for building opening at 7:15 AM both days. She
will let you know if this is not possible for any reason You will be given a building contact on your logistics sheet We are using light bulbs in workshops. A light bulb prize will be
shipped with the materials Attendees are taking both a pre and post workshop assessment. A
copy of the assessment is on the wiki. Please make sure you cover assessment questions in your teach
There is a workshop kick off video on the wiki Lunch may or may not be provided in the classroom
Confidential
Logistics - Resources
You will probably have a trainer in your class Understand their personal development plan before the workshop Make sure the trainer is comfortable with planned role in the workshop. Let them
opt out of teaches if they are not comfortable Give positive feedback following teaches. Suggest courses of action to shore up
weaknesses (re-visit eLearning, review teach notes again, teach again at your next workshop, etc.)
You will probably have a manager in your class They will have been through a 2 day manager workshop Their stated role is to serve as coach in the seller workshop. In reality, they are
there to send a positive message to the sellers Managers have been given a coaches manual. This is on the wiki Realistic expectations for a manager’s workshop role:
Provide support during kick off and wrap up During exercises, point out to you groups that are struggling and need help Demo vision creation and re-engineering if no trainer is present
Confidential
Agenda
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
Overview Of Office Depot – Business Solutions Division
Overview Of The Project
Review Of Materials And Logistics– Review Achieve Global/SPI Positioning– Review Global/Major/Public Materials– Review TDM Materials– Review Coaching Manual– Review Timed Agendas– Logistic Issues
Discussion
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