Welcome Center Agent 

14 Day Training Program

Welcome to Save On Branson

Company Overview

Save on Branson provides comprehensive services to ensure a pleasant, effortless, and economical vacation experience.

Our team comprises highly skilled and qualified professionals with extensive experience in Branson's hospitality and tourism sectors.

We do not impose service fees on any of our products.

We have been a locally owned and operated entity for over two decades.

We maintain three conveniently located centers throughout the town.

We are proud of our outstanding reputation among our clientele and all who visit our establishments.

URSA (Urgency, Resourcefulness, Stewardship, Accountability)

 

URSA

Urgency: Taking action quickly and decisively. It’s about not waiting for problems to grow - moving with purpose, meeting deadlines, and treating every task like it matters now.

Resourcefulness: Using what you have to get the job done. Solving problems creatively, overcoming obstacles instead of getting stuck, and finding smarter ways to work.

Stewardship: Taking ownership of the things you’re responsible for. Caring for resources, relationships, and the organization’s reputation like they belong to you personally. It’s about long-term thinking and doing the right things even when no one is looking.

Accountability: Owning both the results and the process. Following through on commitments, admitting mistakes, and correcting issues without blaming others. It’s being someone others can count on. 

5 Pillars of Danner Enterprises

Smash Training Manual (3-Day Program)

Modules Covered: Dashboard • Building an Order • Payments • Quotes • Emails • Check-ins • Add-ons • Leads • Correctly Sourcing Leads

DAY 1: SYSTEM OVERVIEW & ORDER CREATION

1. Smash Dashboard Overview

Objectives:

• Learn navigation and familiarize yourself with the Dashboard layout.
  
   
• Understand where to find arrivals, sales statistics, and leads.
  
   

Training Steps:
☐ Identify each menu tab: Dashboard, Contacts & Leads, Show Schedules, Partner List, Ticket Prices, Lodging Rate Calculator, Vendors, Orders, Quotes.
☐ Explain the function of each section and its role in the workflow.
☐ Demonstrate how to return to the main Dashboard from any screen.

2. Building an Order (Part 1): Creating or Finding a Guest Account

Objectives:
Learn how to locate or create a guest record accurately before building an order.

Training Steps:
☐ Check if the guest already has an account (search by order #, phone #, or email).
☐ Build a new account if none exists.
☐ Fill out all required guest information accurately.
☐ Choose the correct Inbound Source for the order.
☐ Select “Build an Order” when ready.

3. Building an Order (Part 2): Adding Itinerary Details

Objectives:
Understand how to add shows, lodging, and other items to an order.

Training Steps:
☐ Enter arrival and departure dates before adding any items.
☐ Add appropriate items (show, attraction, activity, lodging, etc.).
☐ Confirm prices, schedule, and quantity are correct.

4. Processing Payment

Objectives:
Learn to process full or partial payments accurately and verify balance updates.

Training Steps:
☐ Open the “Process Payment & Deposit” screen.
☐ Enter the correct credit card or cash payment details.
☐ Confirm that the balance remaining updates correctly.
☐ Choose all required drop-downs (Sold By, Department, Source, etc.)
☐ Select “Process & Finish” to finalize payment.

End of Day 1 Review

• Navigate confidently within the Dashboard.
  
   
• Create guest profiles and build basic orders.
  
   
• Process payments accurately.
  ✅ Assessment: Trainer verifies trainee can independently create and process an order from start to finish.
  
   

DAY 2: QUOTES, EMAILS, AND ORDER MANAGEMENT

5. Saving a Quote

Objectives:
Know when and how to save quotes for undecided guests.

Training Steps:
☐ Use Save Quote when the guest isn’t ready to purchase.
☐ Choose all proper drop-down options (Sold By, Department, Source, etc.).
☐ Confirm quote saves correctly under the guest record.

6. Confirmation Emails

Objectives:
Ensure guests receive correct confirmations and understand timing.

Training Steps:
☐ Verify every item on the order has a confirmation number.
☐ Select Actions → Email Confirmation.
☐ Explain to the guest that emails can take up to 72 hours.
☐ Review optional alternate email process if needed.

7. Finalizing an Order

Objectives:
Differentiate between quotes and completed orders.

Training Steps:
☐ Clarify the difference between saving a quote and completing an order.
☐ Select “Complete as Order” and input all payment details.
☐ Choose the correct drop-downs for Source and Location.
☐ Send an email receipt if requested.

8. Quinning an Order

Objectives:
Learn how to properly “Quin” two related orders.

Training Steps:
☐ Demonstrate how to use the “Quin” button.
☐ Search and select the corresponding order to Quin with.
☐ Save both halves of the Quin correctly.
☐ Verify the order links properly.

End of Day 2 Review

• Confidently handle quotes, confirmations, and order finalization.
  
   
• Demonstrate proper “Quin” procedures.
  ✅ Assessment: Trainee completes a quote, finalizes an order, and performs a successful Quin link.
  
   

DAY 3: CHECK-INS, LEADS & ADD-ONS

9. Check-ins

Objectives:
Understand the check-in process and the difference between hook/no-hook packages.

Training Steps:
☐ Review discovery and confirm guest info is complete and presentation-eligible.
☐ Demonstrate “Record Check-In as Direct to Destination.”
☐ Print all vouchers and receipts.
☐ Explain “hook” vs “no hook” packages.
☐ Attach direction sheet and return slip for hook packages.

10. Purchased at Resort

Objectives:
Handle vendor/resort payments and ensure proper recordkeeping.

Training Steps:
☐ Understand process when resort/vendor calls to confirm payment.
☐ Note a payment or refund in Smash when applicable.
☐ Demonstrate how to Issue Payment.
☐ Clarify whether payment is issued by resort or Save On Branson.

11. Adding On to a Package

Objectives:
Learn how to modify an existing order.

Training Steps:
☐ Access Actions → Add to Show / Attraction / Lodging / Activity.
☐ Set the correct time/date for added items.
☐ Adjust quantity and note any special requests (e.g., aisle seats).
☐ Change rep name to ensure proper credit.
☐ Confirm all pricing and overrides.

12. Leads

Objectives:
Track and manage leads effectively.

Training Steps:
☐ Explain what a lead is and why it’s required.
☐ Demonstrate creating a lead using Create Inbound.
☐ Update Opportunity Status (e.g., Call Back, Converted Hook/No Hook).
☐ Properly close out completed leads.

13. Correctly Sourcing the Lead

Objectives:
Ensure data accuracy for reporting and commissions.

Training Steps:
☐ Review all required sourcing fields: Sold By, Sales Assist, Organization, Source, Contact Source, Department, Location.
☐ Ensure all fields are accurate before saving.
☐ Emphasize the importance of correct sourcing for tracking and commissions.

End of Day 3 Review

• Demonstrate check-in workflow.
  
   
• Manage leads from creation to closure.
  
   

• Add items to existing orders and source them correctly.
  ✅ Final Assessment: Trainee completes mock scenarios covering full process from lead creation to order completion and check-in.

  ---

Trainer Notes

• Use hands-on practice for each section.
  
   
• Review completed checklists daily.
  
   
• Encourage trainees to take notes on special cases (refunds, split payments, add-ons).
  
   
• Confirm trainee can navigate the full Smash workflow independently by end of Day 3.

Save On Branson – 3-Day OPC Training Manual

DAY 4: INTRODUCTION & FOUNDATION

Theme: Learn the Save On Branson way — who we are, what we sell, and how to confidently represent the brand.

Morning (1–2 hrs)

• Welcome & Introduction
  
   
  • Overview of Save On Branson: what we offer and why guests love us
    
     
  • Role of an OPC and how it connects to the sales team
    
     
  • Review expectations, hours, and goals
    
     
• Product Overview
  
   
  • Walk through current shows, attractions, and promotions
    
     
  • Explain qualifications for tours and how gifts work
    
     
  • Go over pricing sheets and talking points

Afternoon (2–3 hrs)

• Script Review
  
   
  • Go line by line through the OPC script
    
     
  • Discuss tone, body language, and transitions
    
     
  • Practice customizing the pitch to sound natural
    
     
• Observation / Shadowing
  
   
  • Trainee shadows the trainer live on the floor or location
    
     
  • Observe approach, guest flow, and handoffs

End of Day Check-In (15 min)

• Discuss key takeaways and questions
  
   
• Set one goal for Day 2 (e.g., practice 5 full approaches)

DAY 5: INTERACTION & SKILL BUILDING

Theme: Build confidence and communication skills through roleplay and live practice.

Morning (1.5–2 hrs)

• Review & Roleplay
  
   
  • Review Day 1 notes
    
     
  • Trainer and trainee roleplay real guest scenarios
    
     
  • Focus on icebreakers, transitions, and qualification
    
     
• Objection Handling Basics
  
   
  • Go over common objections (time, money, “not interested”)
    
     
  • Practice 2–3 rebuttals each
    
     

Afternoon (3 hrs)

• Guided Live Practice
  
   
  • Trainer observes trainee making real approaches
    
     
  • Immediate feedback after each guest interaction
    
     
  • Adjust tone, pacing, and qualifying questions
    
     

End of Day Check-In

• Recap what worked best
  
   
• Identify one skill to improve tomorrow (e.g., smoother tour transition)

DAY 6: CONFIDENCE & CONVERSION

Theme: Practice, refine, and perform with confidence.

Morning (2 hrs)

• Motivational Coaching
  
   
  • Talk through mindset: energy, body language, and rejection control
    
     
  • Review daily and weekly goals
    
     
• Advanced Roleplay
  
   
  • Practice tougher guest scenarios
    
     
  • Focus on turning objections into opportunities
    
     

Afternoon (3 hrs)

• Solo Field Practice
  
   
  • Trainee works independently with trainer observing from a distance
    
     
  • Trainer notes strengths and growth areas
    
     
• Coaching Debrief
  
   
  • Review performance and celebrate wins
    
     
  • Discuss strategies for continued improvement
    
     
  • Set personal daily and weekly targets

ONGOING ONE-ON-ONE DEVELOPMENT

• Daily 10-Minute Huddles: quick check-in for goals and motivation
  
   
• Weekly Coaching Session: review results, practice objection handling
  
   
• Monthly Shadow Refresh: trainer reviews live interactions and fine-tunes

Save On Branson – 1-Day Rehash Training Manual

DAY 7: REHASH

“Reconnecting. Requalifying. Rebooking.”

— Turning Yesterday’s Guests into Today’s Opportunities

Purpose

The purpose of the Rehash Program is to re-engage guests who have already completed a presentation and give them a fresh reason to say yes again.

A rehash isn’t just a second pitch — it’s a second chance to connect, rebuild excitement, and help guests experience something better than before.

This 1-day manual is designed to train team members to master the mindset, conversation flow, and confidence needed to turn previous guests into rebooked guests.

What Is a Rehash?

A rehash is your opportunity to reconnect with guests who have completed a presentation.
You’re not “reselling” — you’re reinviting them to enjoy an upgraded, easier, or new experience.

Think of it as:

“You already know what we do — now here’s what’s new, faster, and better.”

The Mindset

To succeed in rehashing, mindset matters most.

• You’re not starting from scratch — these guests already know us.
  
   
• Approach every call or in-person interaction with energy, familiarity, and confidence.
  
   
• Focus on what’s different this time — new locations, shorter presentations, better rewards, or easier scheduling.
  
   
• Keep the tone friendly and conversational, not pushy.
  
   
• Believe in the offer — your confidence transfers directly to the guest.
  
   

Trainer quote:

“You’re not reselling. You’re reopening the door and showing them it’s even better now.”

Session 1 – Rehash Mindset

Rehashing starts with attitude. You’re reconnecting with someone who’s already said yes once.

They know the process, the value, and the experience — now it’s your job to make them feel excited to do it again.

Trainer Talking Points:

• Approach every rehash as a fresh opportunity, not a hard sell.
  
   
• Use warmth and curiosity to reopen the conversation.
  
   
• Keep your energy high — enthusiasm builds trust fast.
  
   

Sample Opener:

“Hey, you’ve done one of these before, right? This one’s a little different — it’s actually quicker and comes with an upgraded reward.”

Session 2 – Understanding the Guest

Before rebooking, understand their experience and what matters most to them.

Ask light, engaging questions:

• “Did you guys enjoy your last Branson trip?”
  
   
• “What was your favorite part?”
  
   
• “Would you do something a little different this time?”
  
   

By listening first, you tailor the offer naturally and make them feel understood.

Trainer Tip:
People buy from people who make them feel heard. Ask before you tell.

Session 3 – Conversation Flow

A strong rehash follows a clear structure:

Step 1 – Reconnect

Acknowledge their past visit with familiarity.

“Hey [Name], I see you’ve already done one of our presentations — that’s awesome!”

Step 2 – Rebuild Interest

Remind them of the fun and introduce what’s new.

“This one’s actually different — it’s a newer resort partnership and it’s a faster, easier check-in.”

Step 3 – Requalify

Ensure they still fit the program:

• “Are you still in town for a few more days?”
  
   
• “Do you still travel a few times a year?”
  
   
• “Did you enjoy your last presentation?”
  
   

Step 4 – Transition to Offer

“If I could get you into this next one — faster, same rewards, and a new company — would you want me to check availability for today or tomorrow?”

Keep it simple. Confidence sells more than complexity.

Session 4 – Handling Objections

Every rehash professional needs strong, calm rebuttals.
Remember: objections are interest with uncertainty — not rejection.

Exercise:
Trainees pair up and practice handling all four objections.
Trainers emphasize tone, empathy, and confidence.

Session 5 – The Close

Closing is the easiest part if the tone and flow were natural.
Keep your words simple and your energy certain.

“The preview is at [location], it’s about 90 minutes, and you’ll get your [$]  right after. What time works better for you — today or tomorrow morning?”

Trainer Reminder:

• Don’t rush the close — deliver it with calm confidence.
  
   
• After offering times, pause. Let the guest think and respond.
  
   
• Always assume the close — talk as if they’re already saying yes.
  
   

Session 6 – Roleplay & Live Practice

Hands-on practice builds real confidence. Trainees act out full rehash calls with trainer observation.

Scenarios to Practice:

1. Guest who had a great presentation but didn’t buy.
   
    
2. Guest who was neutral but polite.
   
    
3. Guest who seemed frustrated at their first experience.
   
    
4. Guest who’s enthusiastic but hesitant about another presentation.
   
    

Trainer Feedback Focus:

• Warmth and tone
  
   
• Pacing and clarity
  
   
• Objection handling
  
   
• Confidence in the close
  
   

Session 7 – The Example Script

“Hey [Name], I see you’ve already done one of our presentations — that’s awesome! The one I’m talking about today is a little different — it’s quicker, easier, and comes with a brand-new resort partnership. If I could get you into this new one — same rewards, less time — would you like me to check availability for today or tomorrow?”

Trainer Note:
Encourage personalization — natural delivery always outperforms memorization.

Session 8 – Wrap-Up & Motivation

Trainer Discussion:

• What did you learn about the tone that works best?
  
   
• How do you build trust in under 60 seconds?
  
   
• What part of the call felt most natural to you?
  
   

Key Takeaways:

• Rehash is about reconnecting, not reselling.
  
   
• Confidence and energy are your greatest tools.
  
   
• Every past guest is a potential future booking.
  
   

End the session with encouragement:

“Remember — they already said yes once. All you’re doing is giving them a better reason to say yes again.”

Post-Training Focus

After completing this 1-day training, team members should:

• Begin making live rehash calls immediately.
  
   
• Track their results, noting which rebuttals and tones perform best.
  
   
• Join weekly coaching check-ins to continue refining delivery.
  
   

Final Message

Rehashing is about gratitude, confidence, and opportunity.
You’re not chasing old guests — you’re giving happy ones another reason to return.

Speak with warmth. Lead with confidence. Close with purpose.

At Save On Branson, every “no” is just another chance to reconnect.

Save On Branson – 1-Day Bounce Back Training Manual

DAY 8: BOUNCE BACK

Company Motto:

“If They Loved It Once — They’ll Love It Even More the Second Time.”

Purpose

The purpose of the Bounce Back Program is to re-engage happy guests who have already enjoyed their Branson experience. This program rewards them with an exclusive discounted return package — giving them a reason to come back while their excitement and memories are still fresh.

This 1-day training manual equips team members to confidently communicate the Bounce Back offer, handle objections, and close the rebooking with warmth, energy, and authenticity.

What Is a Bounce Back?

A Bounce Back is when a past guest who completed a presentation is invited to return for another stay at a special discounted rate.
This isn’t about reselling — it’s about rewarding loyalty and offering VIP access to a new and improved experience.

Think of it as a “thank-you offer” that builds on the great experience guests already had.

The Mindset

• You’re rewarding, not reselling.
  
   
• Speak with energy, confidence, and familiarity — you’re calling a friend, not a stranger.
  
   
• Focus on what’s new, exclusive, and limited.
  
   
• Keep the tone positive, conversational, and upbeat.
  
   
• Every call is about reconnection and appreciation.
  
   

Example tone:
“Hey, you know how much fun you had last time? Well, we’ve got something special just for our return guests!”

Session 1 – Understanding the Bounce Back

Goal: Build clarity on the program’s purpose and emotional impact.

The Bounce Back isn’t just another sale — it’s a thank-you.
Guests already trust us. They’ve been here, had fun, and know what to expect. You’re simply giving them a chance to enjoy it again at a special rate.

Trainer Discussion Prompts:

• What do you remember about a guest who loved their trip?
  
   
• How would you reconnect with that guest today?
  
   

Emphasize that energy and tone create trust faster than information alone.

Session 2 – The Conversation Flow

A great call follows a natural rhythm — reconnect, rebuild excitement, share the offer, and close confidently.

Step 1: Reconnect & Relate

“Hey [Name], I’m so glad you enjoyed your last Branson getaway with us! We’ve got something special for returning guests I think you’ll love.”

Start with warmth and familiarity. Use their name and mention their last trip if possible.

Step 2: Rebuild Excitement

“You know how much fun Branson is — the shows, the attractions, the getaway — so we’re offering past guests a chance to come back for another mini vacation at a huge discount.”

Remind them of the joy they felt last time. Energy sells — not details.

Step 3: Present the Offer Clearly

“It’s a 3-day, 2-night package with show tickets — the only thing we ask is that you join us for one quick, updated presentation during your visit. That’s what keeps the price so low.”

Be honest, simple, and confident. Transparency builds trust.

Step 4: Create Urgency

“We only have a few of these bounce back deals open each month, and they usually go fast since it’s only for return guests. Let’s look at some dates that might work for your next Branson trip!”

Scarcity motivates — don’t wait to close after excitement fades.

Session 3 – Tone, Delivery & Confidence

Guests don’t just buy offers — they buy the feeling you create.

Trainer Tips:

• Smile while speaking — it changes your tone.
  
   
• Match your guest’s energy level but keep control.
  
   
• Avoid sounding scripted — personalize each line.
  
   
• Confidence comes from belief — you’re offering something genuinely great.
  
   

Exercise:
Trainees record a 30-second mock greeting and review tone, warmth, and pacing with their trainer.

Session 4 – Handling Objections

Objections aren’t rejections — they’re requests for reassurance. Stay calm, confident, and kind.

Practice:
Trainers rapid-fire objections to trainees to test composure and natural delivery.

Session 5 – The Art of the Close

Closing should sound natural, not forced. Think of it as the final step in a friendly conversation.

Example:
“Let’s get your next trip locked in while you’ve got access to the return guest rate — what dates work best for you?”

Trainer Focus:

• Don’t overtalk after the close — pause and let the guest respond.
  
   
• Sound confident, not apologetic.
  
   
• Treat booking as the natural next step.
  
   

Session 6 – Roleplay & Real-World Practice

Trainees pair up to practice full calls from start to finish. Rotate partners to simulate different guest personalities.

Scenario Examples

1. Guest who loved their trip and said they’d “come back someday.”
   
    
2. Guest who didn’t buy but had a great experience.
   
    
3. Guest who says they’re too busy to travel right now.
   
    
4. Guest who takes yearly family trips.
   
    

Trainers provide live coaching on tone, pacing, objection handling, and close strength.

Session 7 – Example Script Practice

“Hey [Name], it’s [Your Name] with Save On Branson! I just wanted to reach out because we’re offering something special for past guests who’ve already traveled with us. Since you completed your presentation and had such a great time, you now qualify for our Bounce Back Deal — a 3-day, 2-night stay with show tickets at a fraction of the regular cost. It’s our way of saying thank you for being such a great guest. These are limited, so would you like me to check what dates are open for your next Branson getaway?”

Encourage personalization — the goal is authenticity, not memorization.

Session 8 – Review, Feedback & Motivation

Trainer wraps up by reviewing:

• What is a Bounce Back and why it works
  
   
• How tone and delivery create success
  
   
• The 4-step flow and natural close
  
   
• How to confidently handle any objection
  
   

End with encouragement:

“Remember — you’re not selling, you’re rewarding. You’re helping guests relive a great experience. If they loved it once, they’ll love it even more the second time.”

Post-Training Focus

After the 1-day session, trainees should:

• Begin making Bounce Back calls immediately
  
   
• Track success rates and objections
  
   
• Join weekly check-ins for feedback and skill refreshers
  
   

Final Message

A Bounce Back call is about connection, confidence, and gratitude. You’re giving guests a chance to create more memories — and that’s something to be proud of.

Speak with heart, lead with confidence, and close with excitement.
Because at Save On Branson, every great trip deserves an encore.

Save On Branson – 1-Day Rebuttal Training Manual

DAY 9: REBUTTAL

“Turning Objections Into Opportunities”

Purpose

This training session equips Save On Branson team members with the confidence, mindset, and skill to handle objections naturally — transforming hesitation into excitement and guiding guests back toward saying yes.

Morning Session 

1. Introduction to Rebuttals

Begin the day by setting the tone — objections aren’t rejections; they’re opportunities to build trust and move conversations forward.
Trainer Discussion Points:

• Why guests object (confusion, hesitation, timing).
  
   
• The difference between “No” and “Not yet.”
  
   
• Staying calm, friendly, and confident when objections appear.
  
   

Trainer Talk Example:
“Every objection is just the guest saying, ‘Help me understand this better.’ When you see it that way, the pressure disappears and confidence takes over.”

2. Understanding Objection Types 

Teach the five main categories of objections and what they really mean:

• Time-Based: “We don’t have time,” “We’re leaving soon.”
  
   
• Money-Based: “We can’t afford it,” “We already spent too much.”
  
   
• Experience-Based: “We already did one,” “We didn’t like the last one.”
  
   
• Gift-Based: “We already have tickets,” “We’re not doing it for the gift.”
  
   
• Trust-Based: “We don’t want to get roped into anything.”
  
   

Trainer Activity:
Write each objection type on the board. Ask trainees to brainstorm real examples they’ve heard and discuss what emotion is behind each (rushed, cautious, skeptical, etc.).

3. The Rebuttal Mindset & Formula 

Reintroduce the “3-Step Rebuttal Formula” that works for every objection:

1. Acknowledge – Show empathy or agreement.
   
    
2. Reframe – Shift their perspective with positivity.
   
    
3. Redirect – Bring focus back to value or the next step.
   
    

Example:
“Totally understand — a lot of people say that at first, but that’s actually why they loved doing it. It’s quick, fun, and they got a great deal. Let me show you what I can get you into.”

Trainer Roleplay:
Demonstrate 2–3 rebuttals using the formula. Have trainees identify each step as you speak.

5. Rebuttal Practice: Common Scenarios 

Trainees work through the most common objections with a partner or in small groups.

Example Objections and Sample Reframes:

Time-Based:

• Guest: “We don’t have time.”
  
   
• Rebuttal: “That’s exactly why we’re offering shorter tours this week — it’s just an hour and a half.”
  
   

Money-Based:

• Guest: “We already spent too much.”
  
   
• Rebuttal: “Exactly why people love this — it actually helps stretch what you’re already spending.”
  
   

Experience-Based:

• Guest: “We didn’t like the last one.”
  
   
• Rebuttal: “I get that — this one’s faster and more relaxed, not like the old setup.”
  
   

Gift-Based:

• Guest: “We already have our tickets.”
  
   
• Rebuttal: “Perfect — that means you’re just here for the experience. You might even qualify for something extra.”
  
   

Trust-Based:

• Guest: “We don’t want to get roped into anything.”
  
   
• Rebuttal: “Completely understand — it’s just an informational visit. You’re free to say no after.”
  
   

Trainer Guidance:
Coach each participant to keep their voice steady, smiling, and confident. Focus on tone as much as wording.

Afternoon Session 

6. Tone, Body Language, and Confidence 

Body language sells confidence before words do.
Trainer Talking Points:

• Keep posture open, hands relaxed, and eye contact natural.
  
   
• Smile before you speak — it changes tone instantly.
  
   
• Match guest’s energy level to create connection.
  
   

Activity:
Have trainees deliver the same rebuttal twice — once seated with crossed arms, then standing tall and smiling. Discuss the difference in delivery and guest perception.

7. Live Roleplay Challenge

The trainer plays “the guest” with realistic objections. Each trainee must respond using the 3-step formula and maintain composure.
Trainer Prompts:
Throw a mix of easy and tough objections — “We don’t have time,” “We already did one,” “We don’t trust those things.”
Provide short feedback after each round focusing on tone, empathy, and transition.

Goal:
Each trainee completes at least five successful rebuttals naturally and confidently.

8. Real-World Application & Field Practice 

If possible, shadow trainees during live guest interactions or simulate a full pitch with objections. Provide immediate feedback on what they did well and what to refine.

Trainer Coaching Tips:

• Praise confidence and calm tone.
  
   
• Correct defensive reactions or rushed speech.
  
   
• Reinforce smooth transitions back into the offer.
  
   

9. Wrap-Up & Review 

Conclude the training by reviewing the core takeaways:

• Objections are opportunities, not barriers.
  
   
• Always acknowledge, reframe, and redirect.
  
   
• Confidence and tone matter more than words.
  
   
• Each “No” is one step closer to a “Yes.”
  
   

Trainer Closing Message:
“Great rebuttals don’t sound rehearsed — they sound real, calm, and helpful. When you believe you’re offering value, guests will feel it too.”

End of Day Outcome

By the end of this one-day training, team members should:

• Understand all five objection types.
  
   
• Apply the 3-step rebuttal formula naturally.
  
   
• Maintain confident body language and tone.
  
   
• Handle real guest objections with professionalism and control.
  
   

Save On Branson – Phone Sales Training Manual (3-Day Course)

Company: Save On Branson
Theme: “Sell the Vacation First — The Presentation Is Just the Perk!”

Training Purpose

This 3-day training course is designed to equip new and existing phone representatives with the confidence, product knowledge, tone, and objection-handling skills to effectively sell Save On Branson’s vacation packages.

The goal is to help every rep create excitement about the vacation experience — the fun, the shows, the attractions — while naturally and positively presenting the travel club presentation as an easy part of the promotion.

Training Overview

• Day 1: Foundation – Understanding the Product, the Mindset, and Building Rapport
  
   
• Day 2: Sales Techniques – Presenting the Package and Overcoming Objections
  
   
• Day 3: Mastery – Roleplays, Real Call Scenarios, and Closing Confidence
  
   

DAY 10 – Building the Foundation

Morning Session 

1. Welcome & Introduction to Save On Branson

Objective: Understand the company, its brand tone, and the purpose of the phone sales department.

• Discuss Save On Branson’s mission: “Creating unforgettable vacations at unbeatable prices.”
  
   
• Explain how the Travel Club partnership allows the company to offer discounted packages.
  
   
• Emphasize that reps are vacation consultants, not hard-sell telemarketers.
  
   

Trainer Discussion:
Ask participants to describe their best vacation experience. Relate their excitement to how guests should feel on every call.

2. The Sales Mindset: “Sell the Vacation First”

Key Concept:
You’re not selling a presentation — you’re selling an experience. The presentation is simply what makes the great deal possible.

Mindset Keys:

• Lead with energy and enthusiasm.
  
   
• Keep a confident and conversational tone.
  
   
• Make guests feel like they’re getting an exclusive insider deal.
  
   
• Keep language warm, natural, and visual — help them “see” the trip in their mind.
  
   

Exercise:
Each trainee practices describing Branson as if talking to a friend — focusing on excitement, not price.

Afternoon Session 

3. Understanding the Guest

Goal: Learn to personalize every conversation.

Discovery Questions:

• “Have you ever been to Branson before, or would this be your first time?”
  
   
• “Do you enjoy live music, comedy, or magic shows?”
  
   
• “Are you traveling as a couple or with family?”
  
   
• “What kind of stay do you like — hotel, resort, or cabin style?”
  
   

Trainer Notes:
The discovery stage is where trust starts. The more you learn about the guest, the more natural your offer feels.

Practice Round:
Pair up trainees for 5-minute mock discovery conversations. Focus on tone, flow, and active listening.

4. Rapport and Warm Introduction

Purpose: Build comfort quickly through confidence and friendliness.

Example Introduction:
“Hey [Name], this is [Your Name] with Save On Branson! How’s your day going? Have you ever been to Branson before, or would this be your first time?”

Trainer Tip:
Encourage reps to sound conversational — not scripted. Smiling while speaking can instantly make your tone more welcoming.

End-of-Day Recap:

• What did you learn about tone and pace?
  
   
• How can your discovery questions sound more natural?
  
   

DAY 11 – Selling and Handling Objections

Morning Session

1. Presenting the Package

Objective: Learn how to introduce the Branson vacation clearly and persuasively.

Sample Delivery:
“We’re offering a special Branson vacation package that includes 3 days and 2 nights of lodging, plus your choice of show or attraction tickets — all for a fraction of the regular price.”

Add Value:
“The reason we can offer it at such a great rate is that it’s part of our Travel Club promotion. During your stay, you’ll just attend a one-time, 90-minute travel club presentation.”

Trainer Demonstration:
Play a sample call (live or recorded) showing how the rep transitions smoothly from excitement about the vacation into a casual mention of the presentation.

Group Exercise:
Each trainee practices the package presentation three times with a partner, refining tone and pacing each round.

2. Creating Excitement and Urgency

Goal: Help the guest feel the fun and act now.

Build Excitement Lines:

• “Branson has over 100 live shows — from country to magic and everything in between.”
  
   
• “You’ll be right near Branson Landing, Silver Dollar City, and all the top attractions.”
  
   
• “Our guests say it’s one of the best trips they’ve ever taken for the price.”
  
   

Create Urgency:

• “We only have a few of these promotional packages open each month.”
  
   
• “Let’s look at some dates while I can still lock in your rate.”
  
   

Trainer Activity:
Trainees brainstorm 3 “urgency” lines that feel natural and confident, not pressured.

Afternoon Session 

3. Handling Objections with Confidence

Purpose: Teach the mindset of empathy, reassurance, and control.

Trainer Explains the 3-Step Rebuttal Method:

1. Acknowledge – Agree and empathize.
   
    
2. Reframe – Shift their perspective.
   
    
3. Redirect – Guide back to the value or close.
   
    

Example:
Guest: “Why is it so cheap?”
Rep: “Good question! It’s a promotional rate from our Travel Club partners — you just attend one short presentation, and in exchange, you get a deeply discounted package.”

Common Objections & Sample Responses:

• “We don’t do timeshares.” → “Totally understandable — this isn’t a timeshare; it’s a travel club that gives access to discounted vacations.”
  
   
• “We can’t travel yet.” → “No problem! You can lock in the rate now and pick your dates later.”
  
   
• “We already did one of these.” → “Perfect! That means you qualify for the return guest rate — this one’s even easier.”
  
   

Trainer Roleplay:
Have each trainee handle 5 objections live, using the 3-step method.

4. Selling the Sizzle – The Emotional Close

Purpose: Refocus the sale on excitement and value.

Trainer Talking Points:

• People buy based on emotion, not logic.
  
   
• Paint the picture — describe the feeling of being there.
  
   

Sample Lines:

• “Branson’s got that small-town feel with big-time entertainment.”
  
   
• “You’ll love the vibe — dinner shows, shopping, and live music every night.”
  
   
• “You’re basically getting a full vacation for less than a single hotel night.”
  
   

Closing Practice:
Each rep practices closing statements with energy and warmth, ending with “Would you like me to check availability for your next Branson getaway?”

DAY 12 – Mastering the Call

Morning Session 

1. Review & Confidence Warm-Up

Quick review of:

• Mindset: Sell the vacation first.
  
   
• Discovery questions and rapport building.
  
   
• Objection handling.
  
   

Group Activity:
Each rep shares one thing they improved on since Day 1 and one area they still want to strengthen.

2. Full Call Flow Walkthrough

Objective: Combine all skills into a seamless, natural sales call.

Call Stages:

1. Warm Greeting & Rapport
   
    
2. Discovery Questions
   
    
3. Package Presentation
   
    
4. Build Excitement
   
    
5. Present the Travel Club casually
   
    
6. Create Urgency
   
    
7. Close confidently
   
    

Trainer Demonstration:
Conduct a full sample call in front of the group, narrating each phase and explaining why certain transitions work.

Trainee Practice:
Each rep performs one full simulated call with a partner acting as the guest. Trainer circulates to coach tone, pacing, and language.

Afternoon Session 

3. Roleplay Scenarios

Practice the four most common call types:

1. Guest who’s been to Branson before and wants to return.
   
    
2. Guest skeptical about the low price.
   
    
3. Guest who dislikes presentations.
   
    
4. Guest who’s new to Branson and wants details.
   
    

Trainer Notes:
Encourage natural conversation — not memorized scripts. Confidence and empathy matter more than word-for-word perfection.

4. Live Coaching & Call Review

Trainer listens in on simulated or real calls and provides real-time coaching on:

• Voice energy and pace.
  
   
• Handling objections.
  
   
• Transitions between excitement and closing.
  
   
• Staying relaxed and personable.
  
   

Exercise:
Trainees complete 3 live roleplays, each focusing on a different skill (rapport, objection, and close).

End-of-Day Wrap-Up 

Reflection Discussion:

• What felt most natural?
  
   
• Where do you still feel hesitant?
  
   
• How can you keep energy high throughout the day?
  
   

Trainer Closing Message:
Remind reps that the key to success is energy, authenticity, and consistency. Every call is an opportunity to share Branson — and help guests experience something special.

Final Takeaway

By the end of Day 3, each trainee should:

• Confidently manage the full phone sales process from greeting to close.
  
   
• Handle objections with empathy and authority.
  
   
• Deliver the offer naturally and enthusiastically.
  
   
• Understand that they’re selling memories, not just packages.

Save On Branson – PAC (Pre-Arrival Confirmation) Training Manual

DAY 13 – PAC

Duration: 1 Day
Purpose: To train team members to perform accurate, friendly, and compliant confirmation calls that ensure guests are informed, qualified, and ready for their Branson trip.

Morning Session

1. Welcome & Overview

The PAC (Pre-Arrival Confirmation) call is one of the most important touchpoints before a guest’s trip. This call helps set expectations, confirm details, and build excitement — all while protecting the company from preventable issues at check-in.

Training Objective:
By the end of this session, each team member will understand how to:

• Confirm and verify all travel details.
  
   
• Review the guest’s package and preview requirements.
  
   
• Ensure all qualifications are met.
  
   
• Review cancellation and payment policies with clarity and professionalism.
  
   

2. Purpose of the Confirmation Call

A PAC call is not just a reminder — it’s a final quality check and an opportunity to create excitement before arrival.

Goals of the Call:

• Confirm that guests understand everything about their package.
  
   
• Ensure all preview qualifications are verified.
  
   
• Prevent surprises, confusion, or disqualifications at check-in.
  
   
• Collect balances and offer additional add-ons.
  
   

3. Timing and Scheduling

Agents must understand when these calls should occur to maintain efficiency and accuracy:

• Calls should be made 5–20 days before arrival.
  
   
• Never call more than four weeks out (five weeks during holidays).
  
   
• Guests must have purchased their package at least two days prior.
  
   
• If the team is running behind, priority is given to guests arriving within the next three days.
  
   

During each call, ensure the balance is collected or a date for payment is set. If open tickets or upgrades are available, present them as easy ways to enhance the guest’s stay.

4. Step One – Verifying Travel Details

This first step sets the tone for the call and helps avoid last-minute mistakes.

Agent Talking Points:

• Confirm the arrival and departure dates.
  
   
• Verify that the guest has received their map and directions to the Welcome Center.
  
   
• Clarify arrival time expectations and check-in instructions.
  
   

Trainer Exercise:
Role-play verifying dates and directions with a partner, using friendly and professional phrasing.

5. Step Two – Reviewing the Package Details

Ensure guests clearly understand what they purchased and what’s included.

Topics to Cover:

• Lodging location and number of nights.
  
   
• Show and attraction tickets included in their package.
  
   
• Help guests select show times or attractions if not already chosen.
  
   
• Encourage early show selections to secure preferred seats.
  
   
• Confirm pet policies and pet-friendly accommodations if applicable.
  
   
• If the guest has no lodging through Save On Branson, ask where they are staying (hotel, Airbnb, RV, etc.).
  
   

Trainer Tip:
Be conversational — this is a great moment to build excitement.

Example:
“Great choice! That show always gets amazing reviews — I’ll make sure you get the best available seating.”

Afternoon Session

6. Step Three – Addressing Special Requests

Agents should ask guests if they have special needs or accessibility requests.

Examples include:

• Handicap access or walk-in shower requirements.
  
   
• Stairs or elevator access (note that Pointe Royale has no elevator).
  
   

Handle these conversations with empathy and professionalism. Document all requests accurately so the resort and preview center can prepare appropriately.

7. Step Four – Confirming Preview Details

The preview appointment is a key component of the package and must be explained clearly.

Points to Confirm:

• Date, time, and location of the preview.
  
   
• Length of the presentation — typically 90 to 120 minutes depending on venue.
  
   
• Directions or instructions for check-in at the preview center.
  
   

Example Script:
“Your preview is set for Saturday at 9:30 a.m. at the Travel Club Center. It’s about a 90-minute visit, and you’ll check in right at the front desk when you arrive.”

8. Step Five – Verifying Guest Qualifications

This is the most detailed part of the call and ensures that all guests still meet qualification standards prior to arrival.

Key Qualifications to Verify:

• Both husband and wife must attend the preview if married.
  
   
• Confirm marital status and ensure both names are on the reservation.
  
   
• Verify income (employed, retired, or on disability).
  
   
• For cohabiting couples, confirm matching addresses or acceptable proof.
  
   
• Ensure the guest has a major credit or debit card (not prepaid, Cash App, or Chime).
  
   
• Collect valid photo IDs for all attending adults.
  
   
• Confirm age range for single females and that they have a qualifying card.
  
   
• Ask if they have attended any timeshare or travel club previews in the past 18 months.
  
   
• Verify number of children and confirm eligibility per location policy.
  
   
• Confirm they are not in bankruptcy or without a permanent residence.
  
   
• Verify the distance traveled (some locations have mileage requirements).
  
   

Trainer Roleplay:
Each trainee conducts a qualification verification with a “guest” partner, covering all necessary details naturally and clearly.

9. Step Six – Reviewing the Cancellation Policy

The cancellation policy must always be explained clearly and confidently.

Agent Talking Points:

• There is a 72-hour cancellation policy for all packages.
  
   
• If the package is $99 or less with lodging, guests forfeit the full amount within that window.
  
   
• If the package is more than $99, they lose one night and any show tickets canceled within 72 hours of arrival.
  
   
• These policies apply regardless of vendor charges.
  
   

Trainer Emphasis:
Clarity here prevents disputes later. Always confirm the guest verbally acknowledges the policy.

Example Script:
“Just so you’re aware, we do have a 72-hour cancellation policy. If you need to make any changes, just call before that window so we can protect your package and tickets.”

10. Step Seven – The Final Reminder

Conclude every PAC call with a friendly and professional wrap-up.

Agent Talking Points:

• Let the guest know they’ll receive one more confirmation call the day before or day of arrival.
  
   
• Reconfirm excitement and appreciation.
  
   
• End with a positive note that reinforces the experience.
  
   

Example Closing:
“We’re so excited to have you back in Branson! You’ll get one last quick call from us right before your trip — and if you need anything before then, don’t hesitate to reach out.”

End-of-Day Recap

Trainer-Led Discussion:

• Review the full PAC call flow from start to finish.
  
   
• Identify the most common mistakes and how to prevent them.
  
   
• Discuss tone — how to sound warm, organized, and confident.
  
   
• End with live call practice for final reinforcement.
  
   

Key Takeaway:
A great PAC call means fewer issues at check-in, happier guests, and smoother operations. Your goal is to leave every guest feeling informed, prepared, and excited for their upcoming Branson getaway.

Final Words

Your professionalism on each confirmation call reflects directly on Save On Branson’s reputation. A calm, thorough, and upbeat PAC agent ensures every trip begins on the right note — creating a seamless guest experience from start to finish.