Based on the dialogue, Peter is assisting an indecisive guest. The guest responds with "maybe" and "I don't know," which are characteristics of an indecisive guest type. Peter asks follow up questions to learn more about the guest's needs and discusses the benefits of becoming a member to help the guest make a decision.

1. Participant’s Guide
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Course Design:
Course Title Delivering Excellent Service
Description
This course is intended as an introduction to Maryland Live! Casino
the fundamentals of being a successful Club Service Representative.
It provides learners with an understanding of the Live 5 Standards,
how to deliver excellent service to guest.
Course Objectives
Upon completing this course, you will be able to:
 Explain Live! Rewards® Club and its services
 Define the elements in club service delivery
 Discuss the importance and benefits of delivering excellent
service
 Identify and understand “Live 5 Service Standards”:
 Identify guest types
 Deliver excellent service
DeliveryMethod Instructor-Led Training
Intended Audience Club Service Representatives
Audience Numbers 8
Estimated Duration 15 - 20 Minutes
Prerequisites Basic computer skills
Developer Sign Off
Name: Kathy Avila
Date: 06/27/2016
Instructor(s) Kathy Avila
Course Design
Assumptions
Learners will be complete this course with guidance from an
instructor.
Course Design Open
Issues
None

2. Participant’s Guide
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Course Design:
Lesson 1: Club Service Overview
After completing this chapter, you will be able to:
A. Explain Live! Rewards® Club and its services
B. Define the elements in club service delivery
C. Discuss the importance and benefits of delivering excellent service
Exercises Type Description
Scenario – Exercise (A) Section A.
Demonstrate how to use the Live! Rewards® Club Service process
to assist the guest.
Question Section C.
Ask why should you care about delivering excellent guest service?
Lesson 2: Delivering Excellent Club Service
After completing this chapter, you will be able to:
A. Identify and understand “Live 5 Service Standards”:
B. Identify guest types
C. Deliver excellent service
Exercises Description
Roleplay – Exercise (B) Section C.
This exercise will demonstrate how to identify and serve guest
types.
Question Section C.
Ask why should you care about delivering excellent customer
service?
Assessment: Delivering Excellent Service
The purpose of this assessment is to allow participants to demonstrate their aptitude in delivering
excellent service.
A. Multiple Choice
B. True or False
Question Answer
Which option below is NOT a part of the
Live 5 Service Standards?
Section A.
a) We look CLEAN
b) We feel BOLD
c) We are FRIENDLY
True or False? You should care about
delivering excellent customer service
because business growth means more
potential benefits for you.
Section B.
a) True
b) False

3. Participant’s Guide
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Service Process:
1.
Greet
Guest
2.
Identify
Need
3.
Assist
Guest
4.
Follow Up,
if
applicable
5.
Further
Assistance
6.
Part with
Guest

4. Participant’s Guide
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Scenario – Exercise (A):
Background:
 Peter is working the evening shift at the Live Rewards® Club. A guest
approaches the counter:
Character Dialogue Service Process
Peter Hello, how can I help you this evening? Greets the guest
Guest Hi, I want to know what the benefits are of
having a Live! Rewards® Card?
Identifies the guest’s need
Peter There are gaming, dining, retail and special
access benefits. Let me walk you through
the list of benefits in our brochure.
Assists the guest
*Walks guest through Live!
Rewards® Card Benefits
Peter Are you interested in becoming a Live!
Rewards® Club Member?
Asks a follow up question
Guest Sure. *Signs the guest up for a Live!
Rewards® Card
Peter Is there anything else I can assist you with? Offers further assistance
Guest No, that’s it.
Peter I’m happy I could help. Thank you and have
a great night.
Part with the guest

5. Participant’s Guide
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List of GuestTypes:
Types Characteristics Service
The
Negotiator
 Always want to bargain
 Seeks bargain on a matter
of principle
 Usually is persistent
 May get unpleasant
 Highlight the good qualities of
the service or product
 If possible negotiate the price
for as long as you can without
compromising your selling
principles
The Annoyed
 Agitated demeanor
 Unfriendly
 Usually complains about
high prices or low quality
 Impress them with knowledge
of the services or products
 Be a problem solver
 Be approving and courteous
The Agreeable
 Agree quickly
 Reserved or shy demeanor
 May be overwhelmed and
feel taken aback
 Be sensitivity and attentive
 Talk calmly and in a non-
binding way
 Do not turn them off by being
too pushy (they will most likely
not return)
The Indecisive
 Are not sure about what they
want
 May uses words like
“maybe” or “I don’t know.”
 Usually gives you short,
indecisive answers
 Ask questions and learn more
about their needs
 Inform them of the quality of
services or products
 Discuss the benefits of
purchasing

6. Participant’s Guide
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Roleplay – Exercise (B):
Background:
 A guest approaches Peter at the Live Rewards® Club counter:
Character Dialogue
Peter Hello, how can I help you today?
Guest
Hi, I want to know what the benefits are of having a Live! Rewards®
Card?
Peter
There are gaming, dining, retail and special access benefits. Let me walk
you through the list of benefits in our brochure.
Peter Are you interested in becoming a Live! Rewards® Club Member?
Guest Um…maybe.
What type of guest is Peter assisting? __________________________________
Peter
Well, it is free to sign up and, if you’re 21 or over, all you need is a valid
form of ID. Would you like to sign up?
Guest I don’t know.
Peter How often do you visit us?
Guest About once a month.
Peter
Well, since you visit about once a month you would definitely benefit from
collecting rewards points. Points will remain on your account until they
are used or your account becomes inactive. That will only happen after
90 consecutive days of inactivity.
Guest Okay, sign me up!
Peter Is there anything else I can assist you with?
Guest No, that’s it.
Peter I’m happy I could help. Thank you and have a great day.