The document provides an overview of modules for a Microsoft Inside Selling manager training. The training aims to equip managers with skills for coaching sales representatives on the phone. Key topics covered in the modules include motivating teams, dealing with difficult situations, role-playing sales calls, and creating action plans. The modules utilize various exercises, case studies, and games to demonstrate communication skills, objection handling, and providing ongoing coaching to representatives.

1. Microsoft Inside Selling
Microsoft Inside Selling
Module 2: Inside Selling Managers Wrap

2. DISCLAIMER
© 2007 Microsoft Corporation. All rights reserved.
Microsoft®, Internet Explorer, and Windows® are either registered trademarks or trademarks of
Microsoft Corporation in the United States and/or other countries.
The names of actual companies and products mentioned herein may be the trademarks of their
respective owners.
THE CONTENTS OF THIS PACKAGE ARE FOR INFORMATIONAL AND TRAINING PURPOSES ONLY AND ARE PROVIDED "AS
IS" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE
IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
No part of the text or software included in this training package may be reproduced or transmitted
in any form or by any means, electronic or mechanical, including photocopying, recording, or any
information storage and retrieval system, without permission from Microsoft®. Because Microsoft
must respond to changing market conditions, it should not be interpreted to be a commitment on
the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented
after the date of publication. The names of actual companies and products mentioned herein may
be the trademarks of their respective owners.
To obtain authorization for uses other than those specified above, please visit the Microsoft
Copyright Permissions Web page at http://www.microsoft.com/about/legal/permissions
This content is proprietary and confidential, and is intended only for users described in the
content provided in this document. This content and information is provided to you under a Non-
Disclosure Agreement and cannot be distributed. Copying, disclosing all or any portion of the
content and/or information included in this document is strictly prohibited.

3. Table of Contents
Description of Course: ................................................................................................................................................................ 1
Course Benefits: ............................................................................................................................................................................ 1
Authoring Team Credits: ........................................................................................................................................................... 1
Module Overview ................................................................................................................................................................................... 2
Syndicate exercise ............................................................................................................................................................................. 3
Dealing with difficult situations .................................................................................................................................................. 4
Coaching Toolkit ................................................................................................................................................................................ 5
Module One .......................................................................................................................................................................................... 6
Module Two ......................................................................................................................................................................................... 7
Module Three ...................................................................................................................................................................................... 8
Module Four ........................................................................................................................................................................................ 9
Module Five........................................................................................................................................................................................10
Module Six ..........................................................................................................................................................................................11
Module Seven ....................................................................................................................................................................................12
Module Eight .....................................................................................................................................................................................13
Module Nine.......................................................................................................................................................................................15
Module Nine.......................................................................................................................................................................................16
Module Ten ........................................................................................................................................................................................17
Module Eleven ..................................................................................................................................................................................18
Module Twelve .................................................................................................................................................................................19
Action plans & presentations .....................................................................................................................................................21
Review of the course ......................................................................................................................................................................22
Congratulations! ..............................................................................................................................................................................23

5. Module 2: Inside Selling Managers Wrap - Module Overview
Description of Course:
Microsoft Inside Selling (MSIS) will offer learners a 100 level, 2.5 day instructor led program designed to
equip the Inside Sales Rep/TPAM with the core skills and knowledge needed to sell effectively on the phone.
This includes getting past gatekeepers, creating a compelling opening statement and value proposition,
OPPVQ questioning and objection handling. Learners will be equipped with the core skills and knowledge
needed to maximize their effectiveness on the phone, including call preparation, effective listening skills and
rigorous sales questioning techniques.
Additionally, a half day manager training will be wrapped around this course ensuring that telesales
managers have the knowledge and skills to follow up the training using feedback and other designated tools.
Course Benefits:
Tele salespeople worldwide will understand how to take maximum advantage of their phone time in order to
reach more customers and partners and ensure each call produces the results desired thus increasing the
impact each rep makes in their territory.
Authoring Team Credits:
Executive Sponsor(s) Brian Kadish & Cheryl Korcala
Author(s) Rachel Sanders
Rachel is a highly experienced and well-respected trainer. From a
distinguished background in sales she made the move in 1988 into the
training department of a major telecommunications company. Since
those early days she has designed and delivered training programmes
for all levels across a broad range of industries. Her professionalism
along with her considered and focused approach to each assignment,
led to her being chosen as a Trainer of the Year.
Rachel brings a positive, fun yet practical approach to the development
of sales and management teams, which coupled with her extensive
knowledge, allows her training to be both stimulating and enjoyable.
1 Microsoft Confidential - For Internal Use Only

6. Participant Guide: Microsoft Inside Selling
Module Overview
This module has been designed to give you the knowledge and skills to follow up the training using feedback
and other designated tools.
Module Objectives
After completing this module you will be able to:
Keep motivation levels high post-training
Resolve any issues that delegates have post-course
Provide ongoing coaching for your team
2 © 2012 Microsoft Corporation. All rights reserved.

7. Module 2: Inside Selling Managers Wrap - Module Overview
Syndicate exercise
What makes a good coach…
3 Microsoft Confidential - For Internal Use Only

8. Participant Guide: Microsoft Inside Selling
Dealing with difficult situations
Live coaching scenario
What did you learn?
4 © 2012 Microsoft Corporation. All rights reserved.

9. Module 2: Inside Selling Managers Wrap - Module Overview
Coaching Toolkit
5 Microsoft Confidential - For Internal Use Only

10. Participant Guide: Microsoft Inside Selling
Module One
OPEN
Split the group into three teams – give them five minutes to prep their ‘why Microsoft’ pitch, they then present to
the present their pitch to the rest of the group.
The first group to deliver will always present with lots of features – get the other groups to discuss whether they
think the presentation was good and give some feedback.
Then go to groups two and three and ask them what they remember from group one’s presentation (usually
around 50%) – they were listening willingly and they usually know all the company info – if they can’t remember,
how will a customer?
Repeat the exercise with groups two and three until they:
Ask questions
Match the needs to MS benefits
Are concise - with only three key messages
6 © 2012 Microsoft Corporation. All rights reserved.

11. Module 2: Inside Selling Managers Wrap - Module Overview
Module Two
OPEN
Have some fun with this.
Get the team to come up with the very cheeky gatekeeper responses!
7 Microsoft Confidential - For Internal Use Only

12. Participant Guide: Microsoft Inside Selling
Module Three
PROBE
Use the Present Position Analysis Sheet
Get your team to run the exercise as per the above instructions – can also be run as a 121 exercise if necessary
with the manager player the role of delegate B.
Using the analysis sheet ask delegate A: who talked more and why?
Replay the tape to them and ask them “what was their objective of the exercise?”
Most people are amazed to find how much they are talking when they are trying to persuade and how they ask
more when they are trying to understand.
Relate this back to their role – if we truly want to understand a customer’s present position, we need to do less
talking and more asking – being prepared with some sample questions will assist their confidence – get them to
prepare a list of 10 questions they could use in the future.
8 © 2012 Microsoft Corporation. All rights reserved.

13. Module 2: Inside Selling Managers Wrap - Module Overview
Module Four
PROBE
Roles on cards:
JUSTIFIER
You have bought 500 promotional mugs & need to justify the £1,500 spend to the board
FD
You are the FD – the Justifier always overspends. This leaves you with a big problem in preparing the accounts for
this year.
I.T.
You don’t care - the servers are down and they need fixing.
Marketing
You see no value in the mugs – you think they are cheap & tacky and devalue the brand.
SALES
You love all freebies as they are an excuse to see customers.
9 Microsoft Confidential - For Internal Use Only

14. Participant Guide: Microsoft Inside Selling
Module Five
PROBE
Org Chart Template available
10 © 2012 Microsoft Corporation. All rights reserved.

15. Module 2: Inside Selling Managers Wrap - Module Overview
Module Six
PROBE
Flow Chart Template available
11 Microsoft Confidential - For Internal Use Only

16. Participant Guide: Microsoft Inside Selling
Module Seven
PROVE VALUE
The idea is that the sellers cannot start to negotiate until they ask questions – they need to demonstrate taking the
customer through the questioning process to show they have built value to their client.
The facilitator can liven things up with an extra ball.
The net result is that they should end the negotiation in a win-win position for both teams.
12 © 2012 Microsoft Corporation. All rights reserved.

17. Module 2: Inside Selling Managers Wrap - Module Overview
Module Eight
PROVE VALUE
Communication Skills exercise
This is a variation on Chinese Whispers. Ask for two volunteers. Send everyone else out of the room. 1 volunteer to
be an observer, the other is given the picture to look at for 2 minutes. Take the picture away and tell this volunteer
that they have 30 seconds to describe what they saw to the next delegate. Ask for one delegate to return. After 30
seconds, ask the describing delegate to be an observer and explain to the listening delegate that they have to
repeat what they have just heard to the next delegate. Continue until the final delegate has been described to. Get
them to draw what they have been described.
- Discuss the exercise with the delegates, getting the observer to give their view first. It is very unlikely that the
final drawing will look anything like the original - pass the original round the room.
Picture
Divide a piece of A4 paper into four sections, and draw the following basic pictures in each:
Top Left - On the left-hand side, draw a single palm tree on a desert island. On the right is a ship with two
funnels and a sun above.
Top Right - A grave stone in the centre, with a cross on top and the letters RIP engraved in the middle. A
fence runs horizontally behind the grave.
Bottom Left - A stick man wearing a top hat, and smiling.
Bottom Right - A large letter X filling most of the section, with a letter S on either side.
13 Microsoft Confidential - For Internal Use Only

18. Participant Guide: Microsoft Inside Selling
With communication in mind the manager will then set up a 25 min call listening session – with the key focus being
on valuable communication
Post-observation - WHAT WORDS HAVE YOU OBSERVED THE TEAM USING? – ACTUAL EXAMPLES
What sub conscious messages has this sent to the customers – use the example of the word BUT!!
Set up two flip charts with the following headers:
Acceptable language
Non-acceptable language
Read a list of all the words that you’ve heard, both +ve (positive) and –ve (negative).
Get the team to write them on post-it notes.
They then need to decide which words are acceptable and which words are not and stick the word onto
the flip chart page with the appropriate heading.
Get the team to identify five top positive words they will ensure they use in the future
14 © 2012 Microsoft Corporation. All rights reserved.

19. Module 2: Inside Selling Managers Wrap - Module Overview
Module Nine
PROVE VALUE
Run through this exercise as per the Value Equation handout
One additional task would be to get them to list the five objections they have had as a group recently and get the
group to share best practise and top tips on how to handle them. Again do this as a group on the flip chart, using
one of the team as a scribe.
15 Microsoft Confidential - For Internal Use Only

20. Participant Guide: Microsoft Inside Selling
Module Nine
PROVE VALUE
16 © 2012 Microsoft Corporation. All rights reserved.

21. Module 2: Inside Selling Managers Wrap - Module Overview
Module Ten
QUALIFY
At the beginning of each team meeting, a couple of the team to run a mini training session with tips and
techniques on a chosen topic, encourage their creativity and the fun element.
Give the delegates some profile – and makes them demonstrate the skill as they have just written a session on it!!
Also the team see the message coming from within the team rather than you all the time.
MSSP Domino Exercise (see templates)
Using the MSSP cards – set out MSSP in order
Facilitate a quick reminder of MSSP (using the MSSP domino cards) – split the group into teams of 3 or more, for
each team, deal 6 cards to each team member, the rest of the pack is the dead card pile, the rules are: a title card
must be in place before a question card can be placed under it, a new column can only be started when a title card
is in place in the column before, so the first card that can be laid is the Prospect title card. If a player cannot go
then they pick up from the dead card pile.
First team to correctly lay all their cards in the right column wins.
17 Microsoft Confidential - For Internal Use Only

22. Participant Guide: Microsoft Inside Selling
Module Eleven
NEXT ACTIONS
Once a campaign is launched, get the team to run a strategy meeting to understand how they can best call this
campaign.
Split them into pairs to run role plays, practicing being the buyer and the seller.
What additional information are they going to need?
What objections are they likely to get and how will they handle them?
18 © 2012 Microsoft Corporation. All rights reserved.

23. Module 2: Inside Selling Managers Wrap - Module Overview
Module Twelve
NEXT ACTIONS
Game: Newmarket (suitable for 3 to 8 players)
Give each person the same number of sweets (or chips) then place the betting sheet in the centre of the table.
The winner is the one to get rid of their cards first and to win stakes by playing one of the pay cards with bets on it.
Betting
Before the deal, each person must bet two chips (sweets) which they can distribute as they wish amongst the pay
cards. As this happens before the deal, there is of course no way of knowing which cards are the best investment.
The deal is clockwise, and the turn to deal passes to the left after each hand. The dealer deals one hand to each
player and one spare hand. All of the cards are dealt out one at a time; some players will have one card more than
others, but this does not matter. The players look at their cards, and the spare hand is left face down and not used
in the game.
The Play
All plays are made by placing a card face up on the table in front of you. The different players' cards are not mixed
together but are kept in front of the person who played them until the end of the play.
The person to the left of the dealer begins. They can play any suit, but must play the lowest card they hold in that
suit. Whoever has the next higher card of the same suit must now play it, followed by the holder of the card after
that, and so on until either the ace is reached or no one can play because no one holds the next higher card of the
suit (it might be in the spare hand or have been played earlier). A card which no one can follow, because no one
has the next higher card in that suit, is called a stop card.
The last person who played a card (the ace or the stop card) now starts again. Again they can play any suit but
must play the lowest card they hold in that suit.
19 Microsoft Confidential - For Internal Use Only

24. Participant Guide: Microsoft Inside Selling
During the play, anyone who manages to play a card which matches one of the pay cards takes all the chips on that
card.
As soon as any player runs out of cards, the play ends. All the other players must pay one chip for each card
remaining in their hand. The player who ran out of cards collects all of these chips.
Any chips remaining on the centre board stay there for the next hand.
For the purposes of argument, the cards rank from lowest (2) to highest (Ace)
Talk to them about how they need to take action to achieve action. Also if they invest everything in one contact
they have a danger of losing the final commitment to the last three who are not involved in the process
20 © 2012 Microsoft Corporation. All rights reserved.

25. Module 2: Inside Selling Managers Wrap - Module Overview
Action plans & presentations
Creation of an action plan
Which members
Action: When:
of the team:
21 Microsoft Confidential - For Internal Use Only

26. Participant Guide: Microsoft Inside Selling
Review of the course
List your three key learning points:
Coach back to us one topic of value from today!
22 © 2012 Microsoft Corporation. All rights reserved.

27. Module 2: Inside Selling Managers Wrap - Module Overview
Congratulations!
23 Microsoft Confidential - For Internal Use Only