Welcome to the Hyster Training Knowledge Center

1. TKC Overview 1 2. User’s Guide 3 3. Manager’s Guide 7 4. Frequently Asked Questions – CERTECH 15 5. Frequently Asked Questions – CERTRACX 17

6. TKC Issues and Comments 21

1. TKC Overview

Figure 1

The Training Knowledge Center (TKC) is the Hyster online Sales and Technical Learning Management System. Its purpose is to manage Hyster online and instructor-led training contents. Users of the TKC can participate in online courses, and complete certification exams that lead to CERTECH and CERTRACX certification status.

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We recommend that you print this guide and follow the instructions with the TKC open.

Figure 2 Figure 3

Once enrolled, users have access to Catalogs, CERTECH and CERTRACX information, Training Records, and Certifications from their TKC Home Page (Figure 2). Users can view their Current Learning Modules, Pending Enrollments, and their Records/Transcript by mousing over the Training Records tab at the top of their Home Page (Figure 3). We recommend that you explore these areas before progressing.

Figure 4

Managers have additional navigation links (Dashboard, Manage, and Review) on their Home Page that allow them to track the progress of each of their registered staff members and assess their staff’s participation through site-generated reports. Managers also have the ability to assign learning modules and certification paths to staff members and review transcripts and learning records of each staff person

through the TKC (Figure 4).

For additional information on how to use these features, please refer to the

Manager’s Guide on Page 7 of this document.

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2. User’s Guide

Follow these steps to enroll in a Certification Path:

1. From your Home Page, mouse over the Certifications menu link. Click on the Certification Path Link.

a. The Certifications page comes up. If you already enrolled in a learning path(s), it will be shown here.

2. Click on the Certification Path button (Figure 5) at the upper right side. a. A listing of available certification paths will display (Figure 6).

3. Scroll to the path you want to begin and click on the Select icon on the right- hand side of the page (Figure 7).

Figure 5 Figure 6

Figure 7

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Once a Certification Path is assigned, mouse over the Certifications menu link and click on the Learning Path link (Figure 8) to begin your study of the modules associated with the selected Learning Path.

Figure 8

Your Learning Path(s) may be expanded and collapsed to suit your viewing

preferences. Clicking on the arrow icons will allow you to control the display (Figures 9 and

10). In cases where paths contain a larger number of modules, you will also need to use

the scroll bars (Figure 11).

Figure 9 Figure 10 Figure 11

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Follow these steps to complete a Learning Path: 1. From the top Certifications menu, click on the Learning Path link.

a. Any Learning Paths assigned to you by either yourself of your manager will be displayed.

b. To begin the Learning Path, click on any of the modules or programs listed. The gray and peach boxes are inactive. The pink boxes contain active links to the enrollment process. The user must click on the text within the box (Figure

12) to activate the process. 2. Once you click on a module or program, you will need to follow the “on screen”

prompts to enroll in and launch the module. 3. To launch a module you have previously enrolled in, click on it from within the

Learning Path and then click on the Launch link (Figure 13) on the returned page. Note that if reference materials have been attached to the module they will be available on this page.

Figure 12 Figure 13 Figure 14

There are two ways to track your progress through the certification path:

As you enroll in the modules, the module box in your path will change from red to yellow

to show the module is in progress (This action will occur as you refresh the page). As you

complete modules, the boxes will change to . There is a legend at the top of the green

page showing the color scheme (Figure 14).

Additionally you can track your progress from your Home Page in the Certification Status box. As you complete each module, the percentage will change (Figure 15).

Figure 15

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Catalog Search You can enroll in the learning modules through the Catalog menu link (Figure 16)

at the top of the page. This should only be used for modules not currently located in a certification path. 1. M o u s e o v e r the Catalog menu link. You will see two options:

a. Find a Learning Item – search by Keyword or use Advanced Search for more options.

b. Catalog Search – click on Catalog and then on the desired sub-catalog; click on desired course and follow the prompts to enroll.

Figure 16

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3. Manager’s Guide

In addition to having the same functionality as a user, the person listed as a T K C Manager or having Group Review rights has three additional buttons on their TKC Home Page; “Dashboard”, “Review ” and “Manage”.

Dashboard

The dashboard gives you the ability to see the following twelve metrics that are critical to your dealership: CERTECH Technical Certification Metrics CERTRACX Sales Certification Metrics

# of CERTECH Certified (At Highest Level) # of Sales Certifications - Achieved

# of CERTECH Certified (At All Levels) # of Sales Certifications – In Process

# of Product Certifications # of Industry Certifications – Achieved

# of In-Process Product Certifications # of Industry Certifications – In Process

# of Users Not Actively Using the System # of Users Not Actively Using the System

# of Employee Certifications # of All Sales Certifications - Achieved

Once you enter the Dashboard area you are immediately given high level charts that you can use to drill down even further for more detailed information. You have the option of selecting either Hyster Sales or Hyster Service metrics. Let’s drill down on the Hyster Service metric named # of CERTECH Certified. Below is the main page within the Dashboard (Figure

20).

Click this

chart

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Clicking the # of CERTECH Certified gives you the below chart (Figure 21).

From here you have the ability to select a particular certification from a

certain Dealer location.

Figure 21

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(Figure 23)

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Review Menu

When you mouse over the Review menu link, you will see several options that allow

you to review your users’ training progress (Figure 26). You have the ability to approve

participant enrollment in classroom sessions and review an individual learner’s status.

Depending on your management level, you may also have the ability to look at other

locations within your organization.

Figure 26

Enrollment Approval (currently NOT in use) This tab allows TKC Managers to approve or deny enrollment requests. When an individual user enrolls in a program that requires approval, the TKC Manager will be sent a system-generated e-mail notifying them of a pending request.

By selecting Approve or Deny, the TKC will update the requester status to “enrolled” or “withdrawn” and the requester will receive a system-generated e-mail notifying them of their changed status (Figure 26).

Figure 26

Direct Appraiser Review When you click on the Direct Appraiser Review link, you will see a list of the personnel who have you assigned as their TKC Manager in their MHC profiles. Select your desire user and click on the Career Development Center link (Figure 27 next page).

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Figure 27

A new tab will open and you will see the user’s Career Center Summary in the main frame of the page and several options in the menu on the left frame of the page. The Career Summary Center will show the Proficiency Levels, or progress, on each of the user’s assigned competencies (Figure 28).

Figure 28

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Enrolled Courses, Enrollment Requests, Records/Transcripts, Certifications Awarded, Training Plan and Learning Path (Figure 29).

Figure 29

Under Career Center on the left menu you will have the ability to assign certification paths to the selected user (Figure 30).

Figure 30

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To return to your original Direct Appraiser page and select another user with which to

work, just simply click the X at the top right corner of the screen to close the tab (Figure

31).

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4. Frequently Asked Questions

CERTECH Technician Certification Program Q: What is CERTECH?

A: The Hyster CERTECH technician certification program will assist all Hyster dealers with the training of their technicians to a uniform level of skill and ability. W hile many Hyster dealers have comprehensive in-house technician training, CERTECH will help assure all Hyster dealers and customers that they can rely on a high level of ability and knowledge from each Hyster service technician. Hyster dealers can also utilize CERTECH as a marketing tool to differentiate their dealership from their competitors.

Q: How do I get started? A: Enrollment in the program requires access to the Training Knowledge Center,

more commonly referred to as the TKC. The TKC is housed on the dealer web site (materialshandlingcentral.com). You can get to the TKC by logging onto the dealer web site and clicking on the Hyster Training Knowledge Center button on the right-hand side of the page. If you receive a message indicating “You do not have permission to this Application…”, talk with your dealer’s MHC IT Security Administrator and ask that you be activated for this web site function.

Q: What is the certification process?

A: From your TKC Home page, mouse over the Certifications link on the top menu. Then click the Certification Path link. Click on the Certification Path button at the upper right side of the page and select the path you would like to enroll in. To get to your Learning Path page, mouse over the Certifications link on the top menu and select Learning Path and complete the online modules. Once you have completed the online modules and attend the instructor- led training (ILT), the online certification exam will be assigned to you.

Q: Will I still use the catalog to select classes? A: You can always add courses to your learning path by selecting them from the catalog.

Managers can also add courses to an employee’s learning path via the catalog. But remember, there is no need to do this for any modules included in existing certification paths. The paths automatically contain all components necessary for the desired certification.

Q: What types of questions are on the exam? A: The exams consist of multiple choice and True/False questions. Q: Can I review certification questions once submitted? A: You will not be allowed to review questions once your exam is submitted for grading.

You can, however, review test questions prior to submitting your exam.

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Q: Are written exams accepted? A: All certification exams must be submitted electronically through the TKC. Q: If I fail a certification exam, w hen can I re-test?

A: If you fail a certification exam, you will not be allowed to re-test for 5 days. During this time you should review materials to study for your next attempt.

Q: What is the re-certification requirement? A: Once you’ve completed learning paths that have resulted in achieving Certified

Service, Master or Elite status, the requirement to maintain that status is to keep up with new technology and products. You will be given 12 months from the release of the new technology or product to complete the training requirement.

Q: Where do I find certification support materials? A: Online certification modules are available on the TKC. Instructor led workshops may be

conducted at your dealership by your dealer’s trainer or a factory trainer. Your dealer may also choose to have you attend a factory sponsored workshop if applicable.

Q: What incentive do I have to get certified?

A: Certification presents technicians a chance to prove to themselves, their employers, and their customers that they can excel on tough competency exams. It offers the technician recognition by peers and employers and can lead to job advancement as well as showing the customer your commitment to service excellence. NMHG will also provide an incentive for each level a technician completes. Incentive packages will be mailed to your dealership within a few weeks after you achieve each of the Maintenance, Service, Master, and Elite certifications.

Q: Can I purchase additional certification items? A: Once certified, you can purchase additional certification items, such as patches, T-

shirts, golf shirts, jackets, ball caps and other items displaying certification through the brand web site.

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CERTRACX Sales Certification Program

What is CERTRACX?

CERTRACX is a comprehensive Sales Certification program that consists of the following

components: Truck Sales Certification, Aftermarket Sales Certification, Industry Exploration

and Big Truck Sales Certification. These self-paced sales programs cover key areas of learning

such as Hyster truck and Aftermarket product knowledge, financial selling skills, general industry

knowledge and more specific information about industries that are targeted for materials handling

sales.

While most of the program is completed online, there are some associated workshops that will be

conducted at your facility or at a nearby dealer site. One in particular is the Sales & Product

Workshop. The goal of this interactive workshop is to equip a sales person with the selling skills

required to recognize and evaluate customer needs and to offer solutions that are meaningful and

appropriate for a customer’s application. Hands-on product training on Class I – V trucks is

integrated with supporting Hyster programs including financial merchandising, national accounts,

fleet management, Aftermarket and more.

How do I get started?

Each component of CERTRACX has its own enrollment procedure. The Truck Sales

Certification, Aftermarket Sales Certification, Industry Exploration and Big Truck Sales

Certification programs require access to the Training Knowledge Center, more commonly referred

to as the TKC. The TKC is housed on the dealer portal. You can get to the TKC by logging onto

the dealer portal and clicking on the Training Knowledge Center button that resides on the right

hand side of the portal home page. Access to the TKC requires no special logon or password.

However, if you receive a message indicating that you do not have rights to the TKC, please

contact your dealer’s IT Security Administrator.

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All certifications that reside on the TKC require enrollment in a Certification path. To earn

certification credit, all modules must then be accessed through the Learning Path. To create your

Certification path, follow the instructions as outlined on page 3 of this User’s Guide.

For the instructor-led, Sales & Product Workshop, Sales Training covers the cost for sending a facilitator to your dealership location. Your dealership provides the participants, classroom space and trucks. Workshop arrangements can be made by contacting Bill Bradford at 252-378-8049 (cell), 252-561-7099 (office) or by email at bill.bradford@nmhg.com.

How does the CERTRACX Truck Sales Certification work? The CERTRACX Truck Sales Certification is laid out in an easy-to-follow Learning Path. There

are four Competency Stages you must complete to earn the designation of Certified Hyster Truck

Sales Consultant.

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What are the Four Competency Stages of the CERTRACX Truck Sales Certification program?

Stage 1: The Introductory Stage is the foundation for the CERTRACX Truck Sales Certification program.

Comprised of online training modules and quizzes, this certification stage provides sales people

with an introduction to professional sales skills, Hyster product awareness and industry knowledge

necessary to build both credibility and confidence.

Stage 2: The Core Stage is a series of online training modules and quizzes that concentrate on four critical

product areas:

2) Rider Models (Classes I, IV & V)

3) Warehouse Models (Classes II & III)

4) Competitive Models (Classes I – V)

Stage 3: The Financial Specialization Stage targets topics such as Packages & Bundles and the principles

of financial merchandising.

Stage 4: The Value Selling Stage is a series of online modules that focus on handling objections, improving

presentation skills, and employing a variety of sales tools designed to increase closure rate.

Do I have to take the modules in any particular order?

YES. This program guides you through an easy-to-follow Learning Path. After you have enrolled

in your Learning Path, you must begin the program by completing the module, titled, Hyster

Orientation. To enroll in this module, be sure to click the text that appears in the appropriate

Learning Path box and follow the enrollment instructions. The Hyster Orientation module gives you

a complete overview of the modules that appear in the Introductory Stage and will acquaint you with

the look and feel of all other modules.

Once you have finished the Hyster Orientation module, return to the Learning Path and click on the New Hire box. To accurately enroll in all 28 of the modules displayed in this particular category, be sure to scroll to the bottom of the page and click on the Enroll button. In addition to the online modules, this portion of the program features a downloadable workbook and recommended coaching sessions. (More information about the workbook and coaching sessions appears in the initial Hyster Orientation module that you will have already completed in order to begin the entire CERTRACX Truck Sales Certification process.)

Where do I go after I complete the Introductory Stage?

Upon successful completion of Stage 1, you can proceed to The Core Stage. You must work your

way through all four components of this Stage in the order in which they appear in your Learning

Path. You will begin with Truck Systems & Fundamentals, and then move through the Rider

Models, Warehouse Models and finally, the Competitive Models. You must complete all online

modules that appear in each of these components with one exception. For the Competitive Models,

you need only complete two of the modules in order to close out Stage 2 of the program.

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Do I have to finish Stage 2 before I can enroll in Stages 3 and 4? NO. The Financial Stage and Value Selling Stage can be taken in conjunction with the Core Stage.

Keep in mind that you are restricted from accessing Stages 2, 3 or 4 of the program until you have

fully completed the Introductory Stage.

How will I know when I have completed the CERTRACX Truck Sales Certification program? After you have completed all required online modules listed in Stages 1 through 4, you will

receive an email notifying you that you have successfully achieved the status of Certified

Hyster Truck Sales Consultant. The email will also explain how to print your certificate.

Shortly after receiving the email, you will receive a special package containing a

congratulatory gift in honor of your achievement.

How does the CERTRACX Aftermarket Sales Certification work?

The CERTRACX Aftermarket Sales Certification is designed to increase the knowledge of Hyster

Aftermarket products, Truck Systems & Fundamentals, the basics of industry applications and

selling skills. There is only one pre-requisite module in the Aftermarket program – the Aftermarket

Sales Introduction. Completion of this module allows participants to access any other program

modules in any desired order.

How do I get started? The CERTRACX Aftermarket Sales Certification program requires access to the Training

Knowledge Center, more commonly referred to as the TKC. The TKC is housed on the dealer

portal. You can get to the TKC by logging onto the dealer portal and clicking on the Training

Knowledge Center button that resides on the right hand side of the portal home page. Access to the

TKC requires no special logon or password. However, if you receive a message indicating that you

do not have rights to the TKC, please contact your dealer’s IT Security Administrator.

All certifications that reside on the TKC require a Learning Path. To create your Learning Path,

follow the instructions as outline on page 3 of this document.

How will I know when I have completed the CERTRACX Aftermarket Sales Certification

program? After you have completed all online modules, you will receive an email notifying you that you

have successfully achieved the status of Certified Hyster Aftermarket Sales Consultant.

The email will also explain how to print your certificate. Shortly after receiving the email, you

will receive a special package containing a congratulatory gift in honor of your achievement.

How does the CERTRACX Industry Exploration program work? The CERTRACX Industry Exploration program provides an in-depth look into a variety of industries identified as key targets for materials handling sales. This certification program provides direct access to relevant data about your customer’s industry, helping you establish greater credibility and increase your chances for forklift sales. The program is comprised of separate industry tracks that focus on four critical areas: supply chain dynamics; industry overview; applications, and, best practices. In order to enroll in the Industry Exploration certification program, you must first complete the online Truck Sales Certification program.

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How do I get started? The CERTRACX Industry Exploration Certification program requires access to the Training

Knowledge Center, more commonly referred to as the TKC. The TKC is housed on the dealer

portal. You can get to the TKC by logging onto the dealer portal and clicking on the Training

Knowledge Center button that resides on the right hand side of the portal home page. Access to the

TKC requires no special logon or password. However, if you receive a message indicating that you

do not have rights to the TKC, please contact your dealer’s IT Security Administrator.

All certifications that reside on the TKC require a Learning Path. To create your Learning Path,

follow the instructions as outlined on page 3 of this document. While you have the ability at any

time to create a Learning Path for the CERTRACX Industry Exploration program, keep in mind

that you will not be able to begin this certification until you have fully satisfied all requirements of the

CERTRACX Truck Sales Certification program.

How will I know when I have completed the CERTRACX Industry Exploration program? Each of the industries listed in the CERTRACX Industry Exploration program are classified as

independent industry certifications. Upon full completion of all the modules listed in a single industry

path, you will be awarded the status of Certified Industry Specialist for that particular industry. You

will receive an email notification for each industry certification you complete with an

explanation on how to print your certificate. Shortly after receiving the email, you will receive

a special package containing a congratulatory gift for each of your achievements.

After I complete the CERTRACX Certification programs can I review any of the

modules? YES. Although your Learning Path will disappear once you have completed each of the

Certifications, you can still review the modules that you have taken. And, you will not be

required to re-take any of the quizzes.

Step 1: At the TKC home page, click on the tab, titled, Training Records. Where you see on

the page the option to Show Learning Items for the past 12 months, click on the drop down

menu, select ALL, and then select GO. This will refresh your entire Transcript. Pick any

module you’d like to review and click on the title of that module.

Step 2: On the page that displays, you’ll see the category of Overall Status under the header

of Details. Click on the word, REOPEN. A pop-up note will tell you that you can now access

the module from your current learning modules list. Click OK to close out this message and

then click HOME in the upper menu bar. The Training Records tab resides next to the Home

tab. Click on the Current Learning Modules link. Click on the title of the module that you want

to review to access the module’s Quick Start button.

Step 3: If you decide after reviewing the module that you don’t want to keep this module

active in your Current Learning Modules area, click on the title of the module and you will see

the button on the far right side with the title Remove from Active List. Click it. The page will

automatically refresh and the module will no longer be among those listed in your Current

Learning Modules area.

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Step 4: If you change your mind at a later date and want to review the module, again, just

follow the procedure above. There are no limits to how many times you can reopen and

remove a module from your Current Learning Modules area.

5. TKC Issues and Comments

We welcome any and all comments concerning the TKC. It is you, as the users of the TKC, that guide our efforts in creating a better online training experience.

If you have any questions, comments, or technical issues with the TKC, please utilize the Contact Management system to process your request.

(Last Revised 04/02/14)