Franchisee CS Training
Nilio Bagga
Created on October 30, 2024
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Transcript
Schools
Franchisee Customer Service Training
Samba Soccer
What do you know so far?
Introductions
Spreadsheets
Contents
Plan for training
WHO'S IN THE OFFICE?
MEET THE TEAM
SALES
ABDUL
TRIALS
TRIALS
DAVID
ADITYA
HEAD OF CUSTOMER SERVICE
SALES + MARKETING
BEN (C)
REGGIE
What do you know about the process of booking a trial?
AUTOMATION
Parents then receive an automated text and email to see if they want to book the trial online themselves.
02
Lead Generation
Parents see an ad that prompts them to fill in their details
01
Phone Call
The Parent is then given a phone call to book them in for the free trial session
03
Booking a trial
There are three main spreadsheets you will need...
Trial BookingsOnce you take down the necessary details to book a free trial, this is where all your bookings will be stored
Facebook LeadsThis is where your new leads will come in. These leads need to be organised and called
Weekly Classes
Spreadsheets
Trial BookingsOnce you take down the necessary details to book a free trial, this is where all your bookings will be stored
CancellationsAny members that cancel their membership are stored in the cancellations sheets. More information on this will be shared with you at a later date
RegistersOnce you get people to sign up for a membership, they will be stored in a register specific to their class and age group
Facebook LeadsThis is where your new leads will come in. These leads need to be organised and called
Weekly Classes
Sales Log
Spreadsheets
Lead tracking When your team expands, it is important to track how well the leads are being contacted
Weekly ResultsEvery Monday, you will analyse last week's number and the coming week's targets in a Level 10 meeting
Daily ScorecardsYou will need to keep track of each trial, sale and cancellation that comes in each day.
Scorecards
Spreadsheets
Any questions so far?
Plan For Training
Shadowing
Emails
06
04
"Book A trial" script
02
Scenarios
05
After steps
03
Organising Facebook Leads
01
Training Plan
To confidently be able to get a customer from being a facebook lead to a booking and complete all necessary after steps