Save On Branson Training Course – Save On Branson

SOB – Sales & Hospitality Training Checklist

Roles: Phone Sales | Face-to-Face Sales | Customer Service
Goal: Independent operation with minimal managerial oversight

Certification Requirements:

End of Day 5: Week 1 Test – PASS REQUIRED
End of Day 8: Final Test + Trainer Sign-Off – PASS REQUIRED

DAY 1 – Steps of a Sale Overview & Systems Access

☐ Company overview, expectations, and sales culture

☐ Steps of a Sale – full overview

☐ Customer service standards within the sales process

☐ Systems access setup (SMASH, Gmail, Streamline, Portals, GoTo)

☐ Overview of each system and purpose

☐ Compliance, accuracy, and escalation procedures

☐ Trainer confirmation of system access and understanding

☐ Shadow senior face-to-face sales rep

DAY 2 – SMASH & SOB Verbiage Training

☐ Introduction to SMASH framework

☐ Introduction to SOB verbiage and approved language

☐ SMASH application in phone sales

☐ SMASH application in face-to-face sales

☐ Customer service tone, empathy, and control

☐ Script walkthroughs and approved adaptability

☐ Trainer feedback and verbal proficiency confirmation

☐ Shadow senior face-to-face sales rep

DAY 3 – Deeper SMASH Training & GoTo (Phone Systems)

☐ Advanced SMASH breakdown

– Gifting logic

– Retail total vs subtotal pricing

– Package building fundamentals

☐ GoTo phone system training

☐ Call handling workflow (hold, transfer, documentation)

☐ Error correction and best practices when mistakes occur

☐ Trainer validation of phone system competency

☐ Shadow senior face-to-face sales rep

DAY 4 – Shadowing, Role Play, Review

☐ Shadow senior phone sales rep
☐ Observe objection handling and closes
☐ Shadow senior face-to-face sales rep
☐ Observe customer service escalations
☐ Phone sales role play
☐ Front desk and customer service role play
☐ Review: Steps of Sale, SMASH, SOB verbiage/lingo
☐ Review: systems, GoTo, documentation standards
☐ Mock phone and front desk scenarios
☐ Customer service walkthroughs

DAY 5 – Live Phones, Hook Check-Ins & OPC Development

☐ Live phone calls with trainer present

☐ Live order building with oversight

☐ Independent call attempts with correction

☐ Objection handling refinement

☐ Hook and opening statement review

☐ Front-to-back hook check-ins (qualification clarity)

☐ Shadow rehash opportunities with senior rep

☐ Shadow OPC opportunities with senior rep

☐ Conversion coaching and scoreboard education

☐ Continued live execution

☐ Feedback and improvement plan documented

☐ WEEK 1 TEST – PASS REQUIRED

☐ Test review and coaching

☐ Clearance granted for live execution

DAY 6 – Live Front Desk with Trainer Oversight

☐ Front desk flow review
☐ Live front desk interactions (trainer present)
☐ Transaction accuracy and customer control
☐ Service recovery and escalation handling
☐ Independent front desk work (observed)
☐ Sales conversion coaching

DAY 7 – Live Front Desk Validation

☐ Independent front desk work (trainer observing)
☐ Sales efficiency and upsell opportunities
☐ Final coaching adjustments
☐ Readiness confirmed for final testing

DAY 8 – Review and Final Testing with Trainer Sign-Off

☐ Comprehensive review: Steps of Sale, SMASH, SOB
☐ Systems, GoTo, order building, documentation review
☐ Scenario walkthroughs (phone + front desk)
☐ FINAL CERTIFICATION TEST – PASS REQUIRED
☐ Test review and feedback
☐ Conditional independent work (observed)
☐ TRAINER SIGN-OFF COMPLETED
☐ Transition to independent status