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Rockstar Experience for Sales Gappers

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The presentation from Rockstar Experience training held at Base Camp in Dec 2010.

Published in: Business
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Rockstar Experience for Sales Gappers

  1. 1. EXPERIENCE Act 1 - Sound Check
  2. 2. SET LIST:(WHAT YOU’ll LEARN) How to be a RockStar Know your fans! Gearing up for show time Keep rocking show after show
  3. 3. Who’s your RockStar?
  4. 4. How do you describe what it is that you do?
  5. 5. Story
  6. 6. I’m putting cement on the bricks.
  7. 7. I’m building a wallI’m putting cement on the bricks.
  8. 8. I’m building a church I’m building a wallI’m putting cement on the bricks.
  9. 9. I’m building a cathedral that will glorify God and will inspire and comfort a whole community I’m building a church I’m building a wallI’m putting cement on the bricks.
  10. 10. I’m answering the phone.
  11. 11. I’m selling a trip.I’m answering the phone.
  12. 12. I’m trying to find the best trip for my customer. I’m selling a trip. I’m answering the phone.
  13. 13. I’m changing people’s lives and creating happiness.I’m trying to find the best trip for my customer. I’m selling a trip. I’m answering the phone.
  14. 14. Worksheet - Buying behaviour 3 minutes 1.Read and complete the worksheet. 2. Be prepared to discuss your responses with the group.
  15. 15. What makes a good sales person?
  16. 16. What makes a good sales person? ProductKnowledge
  17. 17. What makes a good sales person? Product People SkillsKnowledge
  18. 18. What is your number one priority on a call?
  19. 19. Why?
  20. 20. Why?Old View
  21. 21. Why?Old View
  22. 22. Why?Old View I’m here to make a sale for myself and for Gap Adventures
  23. 23. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves
  24. 24. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves
  25. 25. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/Or
  26. 26. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View
  27. 27. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a sale for myself and for Gap Adventures...
  28. 28. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a sale for myself and for Gap Adventures...
  29. 29. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a sale for myself and for Gap Adventures... Problem Solving Attitude
  30. 30. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a sale for myself and for Gap Adventures... Problem Solving Attitude
  31. 31. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a ....by helping our customers sale for myself and for find the best experience for Gap Adventures... themselves” Problem Solving Attitude
  32. 32. Why?Old View I’m here to make a I’m here to help our sale for myself and customers find the best for Gap Adventures experience for themselves Either/OrNew View “I’m here to make a sale for myself and for G! !!! ....by helping our customers find the best experience for Gap Adventures... H IN themselves” T T H Problem Solving R IG Attitude E O TH D
  33. 33. “How can you ensure that you are providing a ‘rockstar’ experience to our travelers?”
  34. 34. How?= energy and focus
  35. 35. How? Old View ? Buying DecisionPresent and Overcome Objections Uncover Needs Build Rapport = energy and focus
  36. 36. How? Old View New View ? Support Buying DecisionPresent and Overcome Advocate Objections Uncover Needs Discover Build Rapport Relate = energy and focus
  37. 37. Know your fans!
  38. 38. Pair Activity - Know your fans 5 minutes 1.Pick a card from the hat! a. In your group, complete the worksheet for your traveler. 2. Present back to the rest of the class about your fan type.
  39. 39. Where Do Gap Travellers Come From?
  40. 40. Where Do Gap Travellers Come From? 20%
  41. 41. Where Do Gap Travellers Come From? 20%
  42. 42. Where Do Gap Travellers Come From? 20% 15%
  43. 43. Where Do Gap Travellers Come From? 20% 15%
  44. 44. Where Do Gap Travellers Come From? 20% 15% 32%
  45. 45. Where Do Gap Travellers Come From? 20% 15% 32%
  46. 46. Where Do Gap Travellers Come From? 20% 14% 15% 32%
  47. 47. Where Do Gap Travellers Come From? 20% 14% 15% 32%
  48. 48. Where Do Gap Travellers Come From? 20% 1% 14% 15% 32%
  49. 49. Where Do Gap Travellers Come From? 18% 20% 1% 14% 15% 32%
  50. 50. Where Do Gap Travellers Come From? 18% 20% 1% 14% 15% 32%
  51. 51. 61% are female 39% are male
  52. 52. What’s the Gender Breakdown? 61% are female 39% are male
  53. 53. Where are they going?
  54. 54. Where are they going?
  55. 55. Where are they going? 49%
  56. 56. Where are they going? 21% 49%
  57. 57. Where are they going? 14% 21% 49%
  58. 58. Where are they going? 14% 21% 13% 49%
  59. 59. Where are they going? 4% 14% 21% 13% 49%
  60. 60. Where are they going? 4% 14% 21% 13% 49% 1%
  61. 61. What service level is most popular?
  62. 62. What service level is most popular?
  63. 63. What service level is most popular?
  64. 64. What service level is most popular?
  65. 65. What service level is most popular?
  66. 66. What service level is most popular? 59% Standard
  67. 67. What service level is most popular? 59% Standard 27% Basic
  68. 68. What service level is most popular? 59% Standard 27% Basic 11% Comfort
  69. 69. What service level is most popular? 59% Standard 27% Basic 11% Comfort 3% Superior
  70. 70. What service level is What trip types are most popular? most popular? 59% Standard 27% Basic 11% Comfort 3% Superior
  71. 71. What service level is What trip types are most popular? most popular? 59% Standard 27% Basic 11% Comfort 3% Superior
  72. 72. What service level is What trip types are most popular? most popular? 59% Standard 27% Basic 11% Comfort 3% Superior
  73. 73. What service level is What trip types are most popular? most popular? 59% Standard 27% Basic 11% Comfort 3% Superior
  74. 74. What service level is What trip types are most popular? most popular? 59% Standard 77% Classic 27% Basic 11% Comfort 3% Superior
  75. 75. What service level is What trip types are most popular? most popular? 59% Standard 77% Classic 27% 10% Independent Basic 11% Comfort 3% Superior
  76. 76. What service level is What trip types are most popular? most popular? 59% Standard 77% Classic 27% 10% Independent Basic 9% 11% Active Comfort 3% Superior
  77. 77. Travel Agents
  78. 78. Group Activity - Naming Game 45 secs. 1.Write down as many travel agencies as you can think of a. Agency chains can only be mentioned once (i.e. cannot list multiple locations of the same chain) 2. Group with the most names gets the prize!
  79. 79. Travel Agents
  80. 80. What does a travel agent want?
  81. 81. What does a travel agent want?Why do they want those things?
  82. 82. Why do they want those things?
  83. 83. Group Activity - Create a pitch 4 minutes 1.Come up with a one-minute pitch for new travel agents booking with us for the first time. a) Who are we? b) What do we stand for? c) What can they expect? 2. Share the pitch with the rest of the class
  84. 84. Gearing up for show time
  85. 85. First Impressions
  86. 86. How long does it take to form a first impression?
  87. 87. How long does it take to form a first impression? 7 seconds in person
  88. 88. How we form first impressions
  89. 89. How we form first impressions Age Looks Dress Facial Expression Age Body Language Tone of voice Pace of speech What they say
  90. 90. How we form first impressions Age Looks Dress Facial Expression Age Body Language Tone of voice Pace of speech What they say
  91. 91. How we form first impressions Age Looks Dress Facial Expression Age Body Language Tone of voice Pace of speech What they say
  92. 92. How we derive meaning from someone Non-verbal cues Tone of voice Words
  93. 93. How we derive meaning from someone 55% Non-verbal cues Tone of voice Words
  94. 94. How we derive meaning from someone 38% 55% Non-verbal cues Tone of voice Words
  95. 95. How we derive meaning from someone 7% 38% 55% Non-verbal cues Tone of voice Words
  96. 96. Power of a Smile
  97. 97. Modeling Role-play - The effect tone and pacing 4 minutes 1.Listen to the effect of tone and pacing for the next 4 introduction role plays. a) How does the agent sound? b) How will this impact the traveller? 2. Be prepared to discuss.
  98. 98. Tone, pacing and mirroring
  99. 99. Great!Good
  100. 100. Keep rocking show after show
  101. 101. Barriers
  102. 102. Strategies
  103. 103. EXPERIENCE Act 1 - Sound Check
  104. 104. SET LIST:(WHAT YOU’ll LEARN) How to be a RockStar Know your fans! Gearing up for show time Keep rocking show after show
  105. 105. You do not want to be considered just thebest of the best. You want to be consideredthe only ones who do what you do. - Jerry Garcia

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