N9 Enhancing Knowledge for Shop Teams
Start
Why do you think you are here today?
How can you help inprove FOBT perfomance?
Purpose of todays training
The primary purpose of this training is to improve colleague knowledge in key areas relating to Fixed Odds Betting Terminals (FOBTs), ensuring a consistent and high standard of service and operational efficiency across our selected shops.
Purpose of todays training
The primary purpose of this training is to improve colleague knowledge in key areas relating to Fixed Odds Betting Terminals (FOBTs), ensuring a consistent and high standard of service and operational efficiency across our selected shops.
"An expert is one who knows more and more about less and less."
Agenda
Insights Hub
Dashboard
Customer Service
Retail Standards
Membership
Shared Customers
Answering honestly, how often do you check the Insights hub/dashboard? 1. Always, every shift without fail 2. Occasionally, when prompted 3. Never, but that will change from today.
Insights Hub
Insights Hub
Insights Hub
Insights Hub
Insights Hub
Insights Hub
338 - Retford
214- Woodseats
FOBT Dashboard
Customer Service
The Fixed Odds Betting Terminals which are an integral part of Betfred’s business. It is essential you have good knowledge of the FOBT product as this contributes immensely to the success of the business. Knowledge of the FOBTs includes everything from the way they look, how they operate, the content offered, and how customers are rewarded. Better knowledge of the FOBTs will help you provide excellent customer service and ensuring that you are able to discuss the product confidently. This will help you to satisfy customer needs and will make Betfred the FOBT players number one choice
Customer Service
The Fixed Odds Betting Terminals which are an integral part of Betfred’s business. It is essential you have good knowledge of the FOBT product as this contributes immensely to the success of the business. Knowledge of the FOBTs includes everything from the way they look, how they operate, the content offered, and how customers are rewarded. Better knowledge of the FOBTs will help you provide excellent customer service and ensuring that you are able to discuss the product confidently. This will help you to satisfy customer needs and will make Betfred the FOBT players number one choice
Who provides us with our FOBTs?
Customer Service Fault Escalation Procedure
Customer Service Call To Action
Investigate the FOBT zone to find what is causing the FOBT to under-perform. Has anything changed around the area of the affected FOBT. Discuss your findings with a member of your area team.
If a new competitor opens or closes, click the competitor count icon to update your active competitors.
Learn the new game’s key selling points by reading the Interactive New Game Sales Sheet. Using the FOBT controls on the BOPC load demo on the cabinet to experience the new game. Discuss the positives around the new game with your customers to help raise awareness of the new game.
Consider all games that are on display in this new game ranking area and use your knowledge of content types, themes, game banners and prize distribution types to determine which are popular with your customers.
Interact with your Gold Member to check if they have missed the latest SMS from Betfred with their Gold Member fortune code. If a fortune code hasn’t been delivered or their previous code has expired advise the Gold Member to contact Customer Services to get their fortune codes restarted. Use the FOBT dashboard to check if the Gold Member has received and redeemed the reset fortune code
Customer Service Call To Action
Interact with your Members to check if there is anything that is stopping them from logging in. They might need help to replace a lost card or reset their PIN.
Identify your unverified members and complete the sign up journey with your new members
Use you BOPC to check that when members log in to play that they are opted in to receive marketing. You can check for this by looking for the green tick in the orange terminal number box. If no green tick is in view then discuss with the customer that they are missing out on fortune codes and promotional information that is sent by SMS.
Interact with your members on text out days to establish if they have received their promotional SMS. If a customer hasn’t received an SMS check that their mobile number is up to date and they are verified and opted in to receive SMS marketing. Use the upcoming promotion and offers section of the FOBT dashboard to establish the next Membership SMS date.
Customer Service Floor Walking /Hosting
Customer Service Hosting from the Counter
Retail Standards
- Clean and Tidy
- Litter free
- Screens cleaned from grease & marks
- Check machines are fully operational, incl. V deck, screens & note acceptors.
Standards
Staff Knowledge
- New Content
- Dashboard
- Player protection
- Betfred Membership
- Demo
Marketing
- Marketing relevant and upto date
- Correct leaflets displayed
- Posters relevant to the zone
Membership
Betfred Membership is free, open to all machines players and is a great way to help build customer loyalty for your shop and Betfred as a brand. If a player becomes a Betfred member and is happy with our service, they are less likely to go elsewhere. Floating customers have a choice, so Betfred should be their first and only choice based on the great benefits and service we have to offer. Members are encouraged to verify their mobile number and to opt in for SMS marketing, as this way we can keep in touch with them and send them free play and other great offers to keep them coming back. The sign-up process is quick, easy and anonymous in that it only requires a mobile number and no other details
FOBT Family Fortunes
33
Up to £25 sign up bonus
25
New Game Codes
20
In game benefits
Track your spend
Member Tournaments
Prize Draws
Membership
Membership
Membership
Membership
Membership
Membership
Membership
Membership
Customer Specifices/Shared Customers
Influencing Customers
Time Management
Knowing When to Stop Talking
Relationship Building
Research / Information Gathering
Story Telling
Problem Solving
Being Tech Savvy
Breaking Down Barriers
Collaborating
Plan
You have been tasked with completing a promotion plan for a future promotion. Think about: Dates, Promotion type, Promo length, Briefers, Content (New/ Existing).. Past Ideas: Passport to Vegas, Win a holiday, Advent Calendar, Scratch Cards, Find the free play, Be onit to win it etc..
Plan
The promotion will be run from September 8th for 8 weeks. Plans must be submitted to your Area Team by close of business 7th September . The Best Plan will receive £50 B-Hive points!!
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
Why do we manage absence?
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Transcript
N9 Enhancing Knowledge for Shop Teams
Start
Why do you think you are here today?
How can you help inprove FOBT perfomance?
Purpose of todays training
The primary purpose of this training is to improve colleague knowledge in key areas relating to Fixed Odds Betting Terminals (FOBTs), ensuring a consistent and high standard of service and operational efficiency across our selected shops.
Purpose of todays training
The primary purpose of this training is to improve colleague knowledge in key areas relating to Fixed Odds Betting Terminals (FOBTs), ensuring a consistent and high standard of service and operational efficiency across our selected shops.
"An expert is one who knows more and more about less and less."
Agenda
Insights Hub
Dashboard
Customer Service
Retail Standards
Membership
Shared Customers
Answering honestly, how often do you check the Insights hub/dashboard? 1. Always, every shift without fail 2. Occasionally, when prompted 3. Never, but that will change from today.
Insights Hub
Insights Hub
Insights Hub
Insights Hub
Insights Hub
Insights Hub
338 - Retford
214- Woodseats
FOBT Dashboard
Customer Service
The Fixed Odds Betting Terminals which are an integral part of Betfred’s business. It is essential you have good knowledge of the FOBT product as this contributes immensely to the success of the business. Knowledge of the FOBTs includes everything from the way they look, how they operate, the content offered, and how customers are rewarded. Better knowledge of the FOBTs will help you provide excellent customer service and ensuring that you are able to discuss the product confidently. This will help you to satisfy customer needs and will make Betfred the FOBT players number one choice
Customer Service
The Fixed Odds Betting Terminals which are an integral part of Betfred’s business. It is essential you have good knowledge of the FOBT product as this contributes immensely to the success of the business. Knowledge of the FOBTs includes everything from the way they look, how they operate, the content offered, and how customers are rewarded. Better knowledge of the FOBTs will help you provide excellent customer service and ensuring that you are able to discuss the product confidently. This will help you to satisfy customer needs and will make Betfred the FOBT players number one choice
Who provides us with our FOBTs?
Customer Service Fault Escalation Procedure
Customer Service Call To Action
Investigate the FOBT zone to find what is causing the FOBT to under-perform. Has anything changed around the area of the affected FOBT. Discuss your findings with a member of your area team.
If a new competitor opens or closes, click the competitor count icon to update your active competitors.
Learn the new game’s key selling points by reading the Interactive New Game Sales Sheet. Using the FOBT controls on the BOPC load demo on the cabinet to experience the new game. Discuss the positives around the new game with your customers to help raise awareness of the new game.
Consider all games that are on display in this new game ranking area and use your knowledge of content types, themes, game banners and prize distribution types to determine which are popular with your customers.
Interact with your Gold Member to check if they have missed the latest SMS from Betfred with their Gold Member fortune code. If a fortune code hasn’t been delivered or their previous code has expired advise the Gold Member to contact Customer Services to get their fortune codes restarted. Use the FOBT dashboard to check if the Gold Member has received and redeemed the reset fortune code
Customer Service Call To Action
Interact with your Members to check if there is anything that is stopping them from logging in. They might need help to replace a lost card or reset their PIN.
Identify your unverified members and complete the sign up journey with your new members
Use you BOPC to check that when members log in to play that they are opted in to receive marketing. You can check for this by looking for the green tick in the orange terminal number box. If no green tick is in view then discuss with the customer that they are missing out on fortune codes and promotional information that is sent by SMS.
Interact with your members on text out days to establish if they have received their promotional SMS. If a customer hasn’t received an SMS check that their mobile number is up to date and they are verified and opted in to receive SMS marketing. Use the upcoming promotion and offers section of the FOBT dashboard to establish the next Membership SMS date.
Customer Service Floor Walking /Hosting
Customer Service Hosting from the Counter
Retail Standards
Standards
Staff Knowledge
Marketing
Membership
Betfred Membership is free, open to all machines players and is a great way to help build customer loyalty for your shop and Betfred as a brand. If a player becomes a Betfred member and is happy with our service, they are less likely to go elsewhere. Floating customers have a choice, so Betfred should be their first and only choice based on the great benefits and service we have to offer. Members are encouraged to verify their mobile number and to opt in for SMS marketing, as this way we can keep in touch with them and send them free play and other great offers to keep them coming back. The sign-up process is quick, easy and anonymous in that it only requires a mobile number and no other details
FOBT Family Fortunes
33
Up to £25 sign up bonus
25
New Game Codes
20
In game benefits
Track your spend
Member Tournaments
Prize Draws
Membership
Membership
Membership
Membership
Membership
Membership
Membership
Membership
Customer Specifices/Shared Customers
Influencing Customers
Time Management
Knowing When to Stop Talking
Relationship Building
Research / Information Gathering
Story Telling
Problem Solving
Being Tech Savvy
Breaking Down Barriers
Collaborating
Plan
You have been tasked with completing a promotion plan for a future promotion. Think about: Dates, Promotion type, Promo length, Briefers, Content (New/ Existing).. Past Ideas: Passport to Vegas, Win a holiday, Advent Calendar, Scratch Cards, Find the free play, Be onit to win it etc..
Plan
The promotion will be run from September 8th for 8 weeks. Plans must be submitted to your Area Team by close of business 7th September . The Best Plan will receive £50 B-Hive points!!
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
N9's FOBT SMART
Why do we manage absence?