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Onboarding Program
PASSPORT
Product Advisor
Introduction The Product Advisor (PA) role is the heart of our business and has the most direct interaction with our
customers.
This Learning Passport should be completed over the span of seven days with the assistance of a Learning
Specialist (LS). After completing this Passport, you will be able to speak about our first party products and
have the ability to perform impactful demos to provide customers with a great sales experience.
Each Learning Block will be approximately one full 8 hour day of learning with a combination of online
course learning, acitvities and observation through partership with a team member.
The activities in this Passport are designed to cement knowledge and to guide your learning. Please bring
this completed passport to READY, including your answers to the activities.
Onboarding Program
PASSPORT
Learning Block 1 – Surface, Windows, and Resources
Objective: Microsoft stores strive to improve the retail buying experience for consumers and
help them make more informed decisions about their PC and software purchases. To support
this, we need our team members to be educated on all our first party products and services. This
learning block will cover Windows and Surface training and the basic sales and demo process
that associates must be able to execute. It also covers the resources available to associates to
help them perform their roles.
Windows
Training
Access the Windows 10 Readiness Plan
• Complete the Windows 10 Overview course on Learning Academy.
• Complete the Windows 10 Demo course on Learning Academy.
• Complete the Windows 10 Sales course on Learning Academy.
• Complete the Windows Activity shown below.
Surface
Training
Access the Surface Training courses
• Complete the 10/26 Announcement Recap course on Learning Academy.
• Complete the Surface Studio course on Learning Academy.
• Complete the Surface Book course on Learning Academy.
• Complete the Surface Pro 4 course on Learning Academy.
• Complete the Surface Activity shown below.
Microsoft
Complete
Complete the Microsoft Complete course on Learning Academy.
Resources Complete the Online Resources course on Learning Academy
• StorePortal
• CRM
• Associate Insight Tool
• Praise Tool
• Skype for Business
• //Give
• Outlook
• RedPrairie
Windows Activity
1. Name the 2 primary editions of Windows that we sell for PCs and tablets.
a.
b.
Onboarding Program
PASSPORT
2. List the 4 pillars for why you should buy Windows.
a.
b.
c.
d.
3. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the
“Meet demo” for Windows with a customer. If a customer is not available, engage in a roleplay.
Which aspects of the demo seemed to be the most effective? What could they have done
differently? How did the customer react to the demo? What was most exciting/interesting about
the demo? Did they personalize the demo/tell a story?
4. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the full
sales motion for Windows with a customer. If a customer is not available, engage in a roleplay.
Which elements of the steps of service were covered? Where was there opportunity for
improvement?
5. [Need to take Complete/Assure course first) Role play: a customer asks about warranty/protection
for a PC or laptop in your store.
a. What does Complete cost for this device?
b. What is the deductible cost?
c. How many claims are allowed?
d. How long does Complete cover this device?
e. Does Complete for this device cover unlimited Personal Training?
i. Classroom, crowds, kids, tornados,
Surface Activity
1. Locate your store’s Surface devices on the sales floor.
a. What’s the highest configuration for a Surface Pro 4?
b. Which Surface Book configuration(s) does not have a dedicated GPU? What is/are the
price(s) of each?
Onboarding Program
PASSPORT
2. Name the 4 reasons to buy each Surface device.
3. Identify and list the key differences between Surface Book and Surface Pro 4.
4. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the
“Meet demo” for a Surface product with a customer. If a customer is not available, engage in a
roleplay.
a. By default, what can be accessed by just clicking or by clicking and holding down the
Surface Pen eraser button?
b. With ultimate versatility, Surface Book can transform into 3 different configurations, what
are they?
5. Partner with your Learning Specialist or Product Advisor and shadow them to experience the full
sales motion for a Surface product with a customer. If a customer is not available, engage in a
roleplay.
a. Which elements of the steps of service were covered? Which were missed?
b. What were the key attach items?
c. Was an Out of Box experience performed?
6. Complete for Surface
a. What does Complete cost:
- Surface Pro 4?
- Surface Book?
b. What is the deductible cost?
c. How many claims are allowed?
d. How long does Complete cover this device?
e. Does Complete for this device cover unlimited Personal Training?
Surface Pro 4 Surface Book
1. 1.
2. 2.
3. 3.
4. 4.
Onboarding Program
PASSPORT
Learning Block 2 – Office, Lumia, & Xbox
Objective: Microsoft stores strive to improve the retail buying experience for consumers and
help them make more informed decisions about their PC and software purchases. To support
this, we need our team members to be educated with all first party products and services. This
learning block will cover Office, Lumia, Microsoft Band, and Xbox training and the basic sales
and demo process that associates must be able to execute.
Office
Training
Access the Office 2016 Readiness Plan
• Complete the Office 2016 Overview course on Learning Academy.
• Complete the Office 2016 Demo course on Learning Academy.
• Complete the Office 2016 Sales course on Learning Academy.
• Complete the Office Activity shown below.
Lumia
Training
Access the Lumia with Windows 10 Readiness Plan
• Complete the Lumia with Windows 10 Overview course on Learning
Academy.
• Complete the Lumia with Windows 10 Demo course on Learning
Academy.
• Complete the Lumia with Windows 10 Sales course on Learning Academy.
• Complete the Lumia Activity shown below.
Xbox
Training
Access the Xbox Readiness Plan
• Complete the Xbox Overview course on Learning Academy.
• Complete the Xbox Demo course on Learning Academy.
• Complete the Xbox Sales course on Learning Academy.
• Complete the Xbox Activity shown below.
Onboarding Program
PASSPORT
Office Activity
1. Find where Office products are located on the sales floor.
a. Describe the places/zones/areas throughout the store where Office product and/or
signage is located.
b. What is the price for Office 365 Home?
c. What is the price for Office Home & Student 2016?
d. How much OneDrive storage do you receive with Office 365 Personal?
2. Name 3 reasons a customer would want to buy Office:
a.
b.
c.
3. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the
“Meet demo” for each of the Office 2016 applications with a customer. If a customer is not
available, engage in a roleplay.
Was the demo performed well enough to excite the customer? What could have done differently?
4. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the full
sale motion and attach steps for any Office product with a customer. If a customer is not
available, engage in a roleplay.
Which elements of the steps of service were covered? Which were missed?
5. Partner with your Learning Specialist and Community Development Specialist and attend an
Office 2016 workshop in store.
Lumia Activity
1. Locate where the Lumia devices are set on the sales floor.
a. How many different Lumia models do we carry? What are they?
b. What’s the lowest-priced and highest-priced Lumia handset in store?
Onboarding Program
PASSPORT
c. What’s included in the box when you purchase a Lumia 950XL?
2. Name the 4 reasons customers should buy a Lumia phone:
a.
b.
c.
d.
3. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the
“Meet Demo” for a Lumia phones with a customer. If a customer is not available, engage in a
roleplay.
Was the demo performed well enough to excite the customer? What could have done differently?
4. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the full
sales motion for a Lumia phone with a customer. If a customer is not available, engage in a
roleplay.
a. Which elements of the steps of service were covered? Which were missed?
b. What were the key attach items?
Xbox Activity
1. Locate where Xbox products are set on the sales floor.
a. How much does the Xbox Elite Bundle cost?
b. How much does Xbox One S 2TB cost? What other configurations and/or bundles of Xbox
One S are available?
c. How much does an Xbox One Controller cost?
d. How much does Halo 5: Guardians cost?
Onboarding Program
PASSPORT
2. Name the 4 reasons you should buy Xbox:
a.
b.
c.
d.
3. What are the key differences between Xbox One and Xbox One S?
4. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the
“Meet demo” for Xbox with a customer. If a customer is not available, engage in a roleplay.
Was the demo performed well enough to excite the customers? What could have done
differently?
5. Partner with your Learning Specialist or a Product Advisor and shadow them to experience the full
sales motion for Xbox with a customer. If a customer is not available, engage in a roleplay.
a. Which elements of the steps of service were covered? Which were missed?
b. What were the key attach items?
c. Was an Out of Box experience performed?
6. Complete for Xbox:
a. What does Complete cost for this device?
b. What is the deductible cost?
c. How many claims are allowed?
d. How long does Complete cover this device?
a. Does Complete for this device cover unlimited Personal Training?
Onboarding Program
PASSPORT
Learning Block 3 – Sales, Support, & Training
Objective: Zoning Observations, Answer Desk, and Personal Training.
Xbox • Remain zoned in the Xbox section; listen and learn from customer
interactions.
• Complete the Xbox Zoning activity shown below.
Accessories • Remain zoned in the accessory section; listen and learn from customer
interactions.
• Complete the Accessories activity shown below.
Laptop
Tables
• Remain zoned in the center of the floor; listen and learn from customer
interactions.
• Complete the Laptop activity shown below.
Experiences/
Demo
• Partner with your store’s Customer Experience Manager (CEM) or Learning
Specialist (LS) and review all the available store experiences and demos.
Answer Desk • Shadow TWO 15 minute consultations with a Services Advisor.
• Complete the Answer Desk appointment activity shown below.
• Complete the Assure activity
Personal
Training
• Shadow TWO 1 hour Personal Trainings with another team member.
Complete the Personal Training activity shown below.
Onboarding Program
PASSPORT
Xbox Zoning Activity 1. Name one key attach item you would recommended to a hardcore gamer and why.
2. Name one key attach item you would recommended to a parent buying an Xbox One and why.
3. What are the main reasons why customers are buying Xbox One?
4. What are the main sales blockers for why customers are not buying Xbox One?
5. What games are currently available for pre-order?
Accessories Activity 1. Which accessories are customers most interested in and why?
2. Name one key attach accessory you would recommend to a customer who does a lot of
travelling.
3. Name one key attach accessory you would recommend to a student.
Laptop Activity 1. Which laptops are getting the most attention from customers and why?
2. Which laptop(s) would you recommended to students and why?
3. Which laptop(s) would you recommended to power users and why?
Answer Desk Appointment Activity 1. Did the consultations stay within 15 minutes?
Onboarding Program
PASSPORT
2. Was there an Answer Desk Support available to manage the appointment?
3. Did the Consumer Services Advisor (CSA) set expectations of the appointment?
4. Did the CSA define the problem and understand the customer’s data situation?
6. Did the CSA provide options and determine the outcome?
7. Did the CSA thank the customer?
Assure Activity 1. How much does Assure cost?
2. How long does an Assure membership last?
3. How many devices does Assure cover?
4. What does an Assure membership include?
Personal Training Activity 1. Shadow a team member conducting an Office 2016 personal training session with a customer.
2. Shadow a team member conducting a Windows 10 personal training session with a customer.
Onboarding Program
PASSPORT
Learning Block 4 – Demo & Sales Skills
Objective: Skills reinforcement
Demo
practice
• Partner with a PA or LS to complete the Demo Practice Activity below.
• After each demo ask for feedforward from the PA or LS and take notes on
how you can improve your demos.
Sales &
product
training
• Complete the Sales Training course on Learning Academy.
• Complete the Sales Training activity below.
• Complete any earlier Learning Academy courses that you were not yet
able to take.
Sales Role
play
• Partner with a PA or LS and to complete the Role Play activity shown
below.
Store
Experiences
• Partner with CEM and do a store walk on the programming map to
understand all of the active demo experiences in store.
• Complete the Store Experiences activity shown below.
Onboarding Program
PASSPORT
Demo Practice Activity
Practice the “Meet” demo for each product. Use this Demo Tips chart as a guide to help you deliver the
demos more effectively. After each demo, review the chart with the PA or LS you partnered with to help
identify your areas of strength and opportunities for improvement.
Demo Tips Windows Office Surface Xbox Lumia Other
Engage the customer • Ask for permission before
you start
• Make eye contact and
stand next to the customer
☐ ☐ ☐ ☐ ☐ ☐
Be prepared • Know the demo steps
☐ ☐ ☐ ☐ ☐ ☐
Make it relevant • Relate to customer’s needs
• Help them see how they’d
use product on day-to-day
basis
☐ ☐ ☐ ☐ ☐ ☐
Tell a story • Make it personal to you
☐ ☐ ☐ ☐ ☐ ☐
Make it hands-on • Get the product into
customer's hands so they
can feel and experience it
for themselves
☐ ☐ ☐ ☐ ☐ ☐
Keep it simple/brief • Demo two or three features
at a time—a demo doesn’t
need to be a tutorial
• “Check-in” frequently with
the customer—let them
drive demo when possible
☐ ☐ ☐ ☐ ☐ ☐
Wrap-up • Do a short wrap-up and ask
for confirmation
• Take the opportunity to
close, if appropriate
☐ ☐ ☐ ☐ ☐ ☐
Onboarding Program
PASSPORT
Self-assessment:
1. What was done well?
2. What are opportunities for improvement?
3. Which products do you feel most comfortable with? Which one(s) do you feel you need
to focus on practicing further?
Sales Training Activity
1. When determining a customer's needs, what type of questions can you ask to help spur deeper
conversation?
2. Let's say you're in the middle of the Steps of Service with a customer when you notice two or
three more walk in. What are some ways you can engage the new customers while still being
respectful to the customers you're already working with?
3. List at least two buying signals that can help you identify when a customer is ready to purchase:
4. List the key attach items for each of the following products:
o Surface
o OEM PC
o Xbox
o Lumia phone
Onboarding Program
PASSPORT
Sales Role Play Activity
Partner with a PA or LS and role play a Surface sale from start to finish, with you playing the PA and the
experienced PA or LS playing the customer. After the role play, review your performance with the PA/LS,
and work with them to fill out the questions below for each of the Steps of Service.
1. Engage the customer.
a. Was there a sense of urgency?
b. Was a personalized greeting used?
c. Did the Product Advisor exchange names with the customer?
2. Determine the customer’s needs.
a. Was the Product Advisor questioning with a purpose?
b. Did the Product Advisor use the customer’s name?
c. Did the Product Advisor prioritize the needs and benefits?
3. Suggest the right solution for the customer.
a. Did the Product Advisor tie the solutions to the determined needs?
b. Did the Product Advisor use benefits statements?
c. Did the Product Advisor let the customer drive the demo?
4. Close the sale with the customer.
a. Did the Product Advisor ask for the sale?
b. Did the Product Advisor overcome any objections?
c. Did the Product Advisor offer to do an Out of Box Experience?
d. Did the Product Advisor leverage Microsoftstore.com and invite the customer back by
scheduling an appointment?
Onboarding Program
PASSPORT
Store Experiences Activity
Go to the Store Portal and navigate to Front of House > Experiences. Download the Weekly Priority Map.
1. What experiences can be demoed and executed in the Living Room?
2. What experiences can be demoed and executed on the Right Bridge?
3. What experiences can be demoed and executed storewide?
Onboarding Program
PASSPORT
Learning Block 5 - Microsoft Store & Systems
Objective: Learn critical functions and operational processes that occur on a daily basis in store
using our core systems.
Microsoft
Store
• Complete the Answer Desk Menu course on Learning Academy.
• Complete the Answer Desk Appointment course on Learning Academy.
• Complete the Handling Returns & Exchanges course on Learning
Academy.
• Complete the Retail Safety & Security course on Learning Academy.
• Complete the Persona - Employee Self Service (ESS) course on Learning
Academy.
POS
Training
• Complete the Point of Sale (POS): Daily Functions course on Learning
Academy.
• Learn how to use the stationary POS terminal and complete basic
functions and tasks.
• Learn how to use the Mobile POS terminal and complete basic functions
and tasks.
• Complete the POS training activity shown below.
RAC Training • Partner with your Learning Specialist or an experienced Product Advisor
to complete the following:
o Learn how to use Retail Action Center (RAC) through a stationary
POS terminal and complete basic functions and tasks.
o Learn how to use RAC through a Mspos terminal and complete
basic functions and tasks.
o Complete the RAC Training activity shown below.
Onboarding Program
PASSPORT
POS Activity Complete the chart below. Mark off tasks as they are completed and be sure to make notes about
important steps to remember.
Stationary
POS
Mobile POS
Notes
Process a cash
transaction ☐ ☐
Process a debit
transaction ☐ ☐
Process a credit
transaction ☐ ☐
Look up a customer
profile ☐ ☐
Process a return ☐ ☐
Process an exchange ☐ ☐
RAC Activity Complete the chart below. Mark off tasks as they are completed and be sure to make notes of important
steps to remember.
Stationary
POS
Mobile POS
Notes
Schedule an Answer Desk
appointment ☐ ☐
Schedule a Discover More
appointment ☐ ☐
Check in a customer to
their appointment ☐ ☐
Look up a list of upcoming
appointments ☐ ☐
Schedule a business
consultation ☐ ☐
Check in an event attendee ☐ ☐
Cancel an appointment ☐ ☐
Onboarding Program
PASSPORT
Learning Block 6 – Customer Engagement
Objective: Effectively engage customers on the sales floor.
Discover
More
• Shadow one Discover More appointment with a team member.
• Review the available Discover More sessions with a team member.
• Complete the Discover More activity.
Workshop • Observe TWO customer workshops/community events.
• Review the available Workshops with your CDS/LS.
• Complete the workshop activity.
Shadow
Sales
• Spend time floating on the floor shadowing sales interactions.
• Complete the Shadow Sales Activity shown below.
Experiences • While being shadowed, engage with a customer in a floor experience or
demo (5 times).
Engage • Remain zoned at the front of the store; practice engaging customers and
initiating warm hand-offs to your team.
Onboarding Program
PASSPORT
Discover More Activity Shadow a Product Advisor delivering a Discover More session to a customer.
1. What topic was covered during the session?
2. What did you learn?
Workshop Activity 1. Shadow a Product Advisor delivering a customer facing workshop in store.
a. What was the workshop topic?
b. What were some of the key questions being asked by customers?
c. How many customers attended the workshop?
2. Partner with your CDS / LS and shadow a community event in store.
a. How many attendees did the event have?
b. How was Microsoft technology showcased during this event?
Shadow Sales Activity
1. Shadow 3 different team members on the sales floor, and observe their sales interactions with
customers from start to finish to see if the steps of service were executed. Be sure to make notes
for your own reference so you can track ongoing observations and patterns in sales behaviors.
2. Shadow a Product Advisor as they are engaging a customer.
a. Was there a sense of urgency?
b. Was a personalized greeting used?
c. Did the Product Advisor exchange names with the customer?
3. Shadow a Product Advisor during a sales conversation while they are determining the customer’s
needs.
a. Was the Product Advisor questioning with a purpose?
Onboarding Program
PASSPORT
b. Did the Product Advisor use the customer’s name?
c. Did the Product Advisor prioritize the needs and benefits?
4. Shadow a Product Advisor during a sales conversation while they are suggested the right solution
for the customer.
a. Did the Product Advisor tie the solutions to the determined needs?
b. Did the Product Advisor use benefits statements?
c. Did the Product Advisor let the customer drive the demo?
5. Shadow a Product Advisor as they are closing the sale with customer.
a. Did the Product Advisor ask for the sale?
b. Did the Product Advisor overcome any objections?
c. Did the Product Advisor offer to do an Out of Box Experience?
d. Did the Product Advisor leverage Microsoftstore.com and invite the customer back by
scheduling an appointment?
Onboarding Program
PASSPORT
Learning Block 7 – Compliance
Objective: Complete all applicable compliance training courses on My Learning.
