Standard Drill PD.4

Drill Purpose:  The Purpose of this drill is to increase the Trainee’s ability to handle the public in the studio.  

Drill Setup: The Staff Training Officer (or assigned Coach) and the Trainee work in an area of the studio so as not to disturb other students in training.  There are 7 drills in this exercise.  The Coach provides the Trainee with each scenario description and training stress to begin each drill.  Each drill is ended when the trainee achieves the end result of the drill as described.  A final pass is given when the Trainee has successfully completed the end result of all 7 drills.

Scenario 1.  A person walks-in and inquires about classes for their 5 year old.

Training Stress:  The P.D. should be able to give the information smoothly and the Coach can ask questions as desired, provided that the questions are relevant to the drill. The P.D. should attempt to get the prospective student scheduled for some sort of introductory service.  The Coach can be indecisive about scheduling but must eventually agree to a time based on the P.D.s eager persistence to not let them walk out too easily.

End Result:  A Pass is given when the P.D. can smoothly describe the program, answer questions and guide the Coach into scheduling for an introductory service.

Scenario 2.  A person walks-in and wants their child to do an intro in the next class but that class time is currently at the limit line with 12 students, 1 Start, 1 Restart and 3 Courtesy Classes.

Training Stress:  The Coach is to be anxious about scheduling in the next class despite that the class is at the limit line.

End Result:  A Pass is given when the P.D. finds a solution to having the student in the class for the Intro either by cancelling one of the Courtesy Classes or simply by accepting the student and working a bit harder.

Scenario 3.  After a successful Introductory Lesson a parent comes in to pick up their child and turns to walk out.

Training Stress:  The Coach should act as though they are simply there to pick up the child and leave – thanking the P.D. for the class and walking toward the door.  The P.D. should take some action in getting the Coach to discuss signing up for ongoing classes. 

End Result:  A Pass is given when the P.D. smoothly and successfully gets the Coach to discuss signing up for ongoing classes – handling any considerations they may have about doing so – and getting them on the board to Start.

Scenario 4.  A parent comes in to pick up their child after a successful Introductory Lesson and, after discussing signing up for ongoing classes, says they need to go over it with their spouse.

Training Stress:  The Coach is to be willing to discuss signing up for classes, but expresses the need to discuss it with their spouse.  The P.D. should ask the Coach “What do you think they will say?” and after the question is answered attempt to get the Coach to set a tentative date to Start, explaining that the Coach can call to cancel it if they are not going to be able to make it.

End Result:  A Pass is given when the P.D. coaxes the Coach into setting a tentative Start date.

Scenario 5.  A class is in session and a person comes in to inquire about classes.

Training Stress:  The P.D. must imagine that they are teaching a full class of students when the Coach enters the room inquiring about classes.  The P.D. is to provide the Coach with a brief description of the classes, obtain the Coaches contact information and attempt to get them scheduled for an Introductory Lesson – all in less than 1 minute.

End Result:  A Pass is given when the P.D. smoothly and successfully provides the Coach with a brief description of the classes, obtains the Coaches contact information and attempts to get them scheduled for an Introductory Lesson – all in less than 1 minute.

Scenario 6.  A class is in session and a person comes in to inquire about classes.

Training Stress:  The P.D. must imagine that they are teaching a full class of students when the Coach enters the room inquiring about classes.  The P.D. is to provide the Coach with a brief description of the classes, obtain the Coaches contact information and attempt to get them scheduled for an Introductory Lesson – all in less than 1 minute. However, when the Coach attempts to extend the conversation without scheduling right away, thus keeping the P.D. from the students, the P.D. must end the conversation without being abrupt or rude – letting the Coach know that he/she will call them after class to go over any other questions.

End Result:  A Pass is given when the P.D. smoothly and successfully provides the Coach with a brief description of the classes, obtains the Coaches contact information and attempts to get them scheduled for an Introductory Lesson – all in less than 1 minute. When the Coach attempts to extend the conversation the P.D. demonstrates their ability to end the conversation without being abrupt or rude.

Scenario 7.  A class is in session, the door to the studio is propped open and a person walks up to grab a brochure/flyer from the window display.

Training Stress:  The P.D. must imagine that they are teaching a full class of students when the Coach walks up to take a brochure and flyer from the window display.  The P.D. should invite the person in and let them take a look around.  The P.D. is then to provide the Coach with a brief description of the classes, obtain the Coaches contact information and attempt to get them scheduled for an Introductory Lesson – all in less than 1 minute. 

End Result:  A Pass is given when the P.D. invites the Coach into the studio to look around, then smoothly and successfully provides the Coach with a brief description of the classes, obtains the Coaches contact information and attempts to get them scheduled for an Introductory Lesson – all in less than 1 minute.