Care at retail training

modules
Consumer Value
Training Module Overview & SummaryProgram

V0.1 –2010-01
Care---Retail Store Staff Competency – Training module summary & overview.--

Nokia Care Induction

• B321 – Nokia Care Induction: Care Overview
• B322 – Nokia Care Induction: Nokia Warranty
• B323 – Nokia Care Induction: Diagnosing the Problem
• B324 – Nokia Care Induction: Nokia Recycling

Each of the modules is described on the following slides.

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2 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials
321 - Nokia Care Induction: Nokia Care
Description:
Nokia Care is for everyone who owns a Nokia product and/or service or is planning to purchase one. This training
introduces the participants to the many ways that Care can help shoppers and consumers during the life cycle
of a product from purchase through recycling. It also prepares the sales assistants to address shopper’s
expectations and concerns when faced with a device problem.

Learning Objectives:
After the session, the sales assistant:
• understands the importance of Nokia Care,
• confidently serves consumers who have Care issues,
• educates consumers about Nokia Care service options.

Pre-requisite:
• ‘Nokia Care’ is one of the four Nokia Care Induction modules. It is recommended that this module is the first of
the Nokia Care Induction modules followed by ‘Nokia Warranty’, ‘Diagnosing the Problem’, and ‘Nokia
Recycling’. This first module will introduce the Care program that is then discussed in more detail in the
following modules.

Duration: Module Elements:

75 minutes • Trainer Guide (TG)
• Training Presentation (TP)
Delivery:
• Virtual Classroom Recording (VC)
Virtual Classroom
• Handouts (HO)
RLP Placeholder Code:
tbc
Module Contact:
Mirja Sipilä

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3 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials
322 - Nokia Care Induction: Nokia Warranty
Description:
This training session is designed around the Nokia Warranty. It is important for the sales assistant to discuss the
benefits and major points of the warranty during the sales process and help consumers understand the warranty
when they come in for service. This training will help participants discuss the details of the Nokia Limited
warranty with a shopper and help them determine if their device is still in warranty or even if the problem is one
that is covered by the warranty. They will also be able to offer the consumer the best choices for repair or
replacement.

Learning Objectives:
After the session, the sales assistant:
• can explain what is a warranty and how it differs from insurance,
• can explain to a shopper the details of the local warranty,
• is able to explain to a shopper how Nokia manages warranties from other global locations,
• finds the warranty period of a device,
• can explain to a shopper the process choices for repairing a device that is still in warranty,
• can explain out-of-warranty issues and options for a consumer.

Pre-requisite:
• ‘Nokia Care Induction: Nokia Warranty’ is one of four Nokia Care Induction modules. It is recommended that
Duration: this module is covered as the second Care Induction module after the ‘Nokia Care Induction: Nokia Care’.
75 minutes
Delivery:
Module Elements:
Virtual Classroom
• Trainer Guide (TG)
RLP Placeholder Code: • Training Presentation (TP)
tbc • Virtual Classroom Recording (VC)
Module Contact: • Handouts (HO)
Mirja Sipilä

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4 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials
323 - Nokia Care Induction: Diagnosing the Problem
Description:
This training steps sales assistants through the front-end Nokia Care Decision Process in order to guide shoppers
to the most appropriate Care services for their situation. Guidance is given during the training in order to help
systematically diagnose the problems a consumer may bring in to the store.

Learning Objectives:
After the session, the sales assistant:
• is able to confidently service consumers who have Care issues,
• can perform basic diagnostics on consumer’s device in order to determine the best Nokia Care option,
• can guide consumers to Nokia Care service options.

Pre-requisite:
• ‘Nokia Care Induction: Diagnosing the Problem’ is one of four Nokia Induction modules. It is recommended
that this module is covered as the third Care Induction module after the ‘Nokia Care Induction: Nokia Care’ and
‘Nokia Care Induction: Nokia Warranty’.
Module Elements:
• Trainer Guide (TG)
• Training Presentation (TP)
• Virtual Classroom Recording (VC)
Duration:
• Handouts (HO)
50 minutes
Delivery:
Virtual Classroom
RLP Placeholder Code:
tbc
Module Contact:
Mirja Sipilä

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5 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials
324 - Nokia Care Induction: Nokia Recycling
Description:
This training session explains the Nokia Recycling Program. Only about 3% of consumers recycle their mobile
devices and yet a large percentage of consumers say they would recycle if it was easy. Participants will learn how
easy it is to use the Nokia Recycle Program so that they can pass on the knowledge to shoppers. In addition to the
steps for recycling, sales assistants will gain information on the value of recycling and great facts that they can
share with their shoppers. Promoting recycling is a good way to help the community, educate the shoppers, and
add to the richness and benefits of shopping Nokia.

Learning Objectives:
After the session, the sales assistant:
• can explains to the shoppers the importance of recycling,
• educates the shoppers about what Nokia does to help recycling,
• promote recycling at retail locations.

Pre-requisite:
• ‘Nokia Care Induction: Nokia Recycling’ is one of four Nokia Induction modules. It is recommended that this
module is covered as the last Care Induction module after the ‘Nokia Care Induction: Nokia Care’, ‘Nokia Care
Induction: Nokia Warranty’, and ‘Nokia Care Induction: Diagnosing the Problem’. It closes the loop on the life
cycle of a Nokia device.
Duration:
45 minutes
Module Elements:
Delivery:
• Trainer Guide (TG)
Virtual Classroom
• Training Presentation (TP)
RLP Placeholder Code: • Virtual Classroom Recording (VC)
tbc • Handouts (HO)
Module Contact:
Mirja Sipilä

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6 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials
Virtual Classroom Recording Links

Nokia Care Induction

B321 – Nokia Care Induction: Care Overview
http://nokia.na4.acrobat.com/tttsac/
B322 – Nokia Care Induction: Nokia Warranty
http://nokia.na4.acrobat.com/warranty1/
B323 – Nokia Care Induction: Diagnosing the Problem
http://nokia.na4.acrobat.com/diagnosingcare/
B324 – Nokia Care Induction: Nokia Recycling

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7 © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials