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Franchisee CS Training

Nilio Bagga

Created on October 30, 2024

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Transcript

Samba Soccer

Schools

Franchisee Customer Service Training

Contents

Introductions

What do you know so far?

Spreadsheets

Plan for training

WHO'S IN THE OFFICE?

MEET THE TEAM

BEN (C)

HEAD OF CUSTOMER SERVICE

ABDUL

SALES

DAVID

TRIALS

REGGIE

SALES + MARKETING

ADITYA

TRIALS

What do you know about the process of booking a trial?

Booking a trial

02

Parents then receive an automated text and email to see if they want to book the trial online themselves.

AUTOMATION

03

The Parent is then given a phone call to book them in for the free trial session

Phone Call

01

Parents see an ad that prompts them to fill in their details

Lead Generation

There are three main spreadsheets you will need...

Spreadsheets

Weekly Classes

Facebook LeadsThis is where your new leads will come in. These leads need to be organised and called

Trial BookingsOnce you take down the necessary details to book a free trial, this is where all your bookings will be stored

Spreadsheets

Sales Log

RegistersOnce you get people to sign up for a membership, they will be stored in a register specific to their class and age group

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

Weekly Classes

Facebook LeadsThis is where your new leads will come in. These leads need to be organised and called

Trial BookingsOnce you take down the necessary details to book a free trial, this is where all your bookings will be stored

Spreadsheets

Scorecards

Daily ScorecardsYou will need to keep track of each trial, sale and cancellation that comes in each day.

Weekly ResultsEvery Monday, you will analyse last week's number and the coming week's targets in a Level 10 meeting

Lead tracking When your team expands, it is important to track how well the leads are being contacted

Any questions so far?

Plan For Training

Training Plan

01

02

Organising Facebook Leads

"Book A trial" script

Goal of Today:

03

04

After steps

Shadowing

To confidently be able to get a customer from being a facebook lead to a booking and complete all necessary after steps

05

06

Scenarios

Emails