Program Director Training Course
Standard Drill PD.3
Drill Purpose: The Purpose of this drill is to help the Trainee grow accustomed to talking with the public comfortably, handling their questions and/or considerations easily, and clearly and accurately describing our products and pricing .
Drill Setup: The Staff Training Officer (or assigned Coach) and the Trainee sit in a private area outside of the studio so as not to disturb other students in training. The Coach provides the Trainee with a copy of our current tuition rates and fees. Each of the 7 drills below provides the Coach with a profile from which to conduct the drills. The Coach provides the Trainee with the first Scenario description, excluding the “Coach Only Information”, and the drill is begun. The Coach can utilize any number of “Possible Questions” and/or “Possible Considerations” or make up some of their own for each drill as is needed to provide a challenge for Trainee. The Trainee must comfortably and naturally converse with the Coach, answer questions posed and handle any considerations voiced by the Coach, all ad-lib. Each Scenario is completed in this fashion.
End Result: Trainee has grown accustomed to talking with the public comfortably, can handle their questions and/or considerations easily, and can clearly and accurately describing our products and pricing .
Possible Questions:
- What exactly do you teach?
- How much are the classes?
- How many students are in a class?
- How long are the classes?
- Are the supplies included?
- How often do the kids attend classes?
- What happens if we miss a class?
- Are classes based on age range?
- How much does it cost to attend just on class?
- When does the special end?
- Do you have any special offers or discounts?
- What if my child doesn’t like it?
- Can I do classes with my child?
- Who is the teacher and what is their background?
- What degree does your instructor have?
- I just want to paint, why do I have to learn drawing?
- What about creativity?” “Do you teach that?
- What is different about your program?
- Why do you use workbooks?
- Who is Larry Guck?
- Do your teachers give private lessons?
Possible Considerations:
- Seems like there are a lot of students in the class.
- I already know how to draw. I just want to learn how to paint.
- That seems pretty expensive.
- I don’t have the time to take classes.
- I don’t have any talent
- I’m a really slow learner.
- The class is too long.
- I’m just too busy.
- I can’t draw a straight line.
- I already own a lot of art supplies.
Scenario 1 (Inflow):
The Coach acts as a parent calling in to inquire about children’s classes for the very first time. They have no information about the program, pricing, or class schedule.
Coach Only Information:
Child’s Name: Robert
Age: 9
Previous training: None, but draws at home all the time.
City: Northridge
Source: Word of Mouth – Sally from school
Availability:Saturday mornings
Interest level: High
Objective: To get answers to 3-4 questions and voices considerations with the goal of scheduling child for 4 Intro to Art Class Special.
Scenario 2 (Inflow):
The Coach acts as a parent calling in to inquire about children’s classes for the very first time. They have no information about the program, pricing, or class schedule.
Coach Only Information:
Child’s Name: Tammy
Age: 4-1/2
Previous training: None.
City: Mission Viejo
Source: Internet
Availability:Any
Interest level: Moderate
Objective: To get answers to 3-4 questions and voices considerations with the goal of scheduling child for service right away – prefers Parent & Me classes.
Scenario 3 (Inflow):
The Coach acts as a prospective student calling in to inquire about adult classes for the very first time. They have no information about the program, pricing, or class schedule.
Coach Only Information:
Name: (Coach’s Choice)
Previous training: None, but has wanted to learn for a long time.
City: Northridge
Source: Walk-by
Availability:Any
Interest level: Skeptical
Objective: To get answers to 3-4 questions and voices considerations, ultimately settles on taking an Intro Lesson
Scenario 4 (Inflow):
The Coach acts as a prospective student calling in to inquire about adult classes for the very first time. They have no information about the program, pricing, or class schedule.
Coach Only Information:
Name: (Coach’s Choice)
Previous training: lots of painting experience.
City: Calabasas
Source: Friend
Availability:Any
Interest level: Moderate
Objective: To get answers to 3-4 questions and voices considerations, ultimately settles on taking a consultation.
Scenario 5 (Outflow):
The Coach acts as a prospective student who has previously inquired about children’s classes. They have been given information about the program and pricing, but has yet to be scheduled for any service.
Name: Pat
Child’s Name:Betty
Age:6
Previous training: None
City: La Crescenta
Source: Enter to Win
Coach Only Information:
Availability:Any
Interest level: Low
Objective: Voices Considerations and asks some questions.Schedules an Introductory Lesson
Scenario 6 (Outflow):
The Coach acts as a parent whose child completed the 4 Introduction to Art Class Deal last week.
Name: Sam
Child’s Name:Terry
Age:7
Previous training: 4 Intro to Art Classes
City: Sierra Madre
Source: Sign
Coach Only Information:
Availability:None
Interest level: Low
Objective: Speaks highly of the classes and instructors. Voices Considerations regarding time. Is not ready to start ongoing classes at this time but willing to schedule future contact date.
Scenario 7 (Outflow):
The Coach acts as a prospective student who has previously inquired about children’s classes and their child has attended a Free Introductory Lesson within the last few weeks.
Name: Tracy
Child’s Name:James
Age:9
Previous training: Free Intro Lesson
City: Arcadia
Source: Walk-by
Coach Only Information:
Availability:Any
Interest level: Moderate
Objective: Voices Considerations and asks some questions. Ultimately schedules to start.