barbeque university train the trainer day. introduction
TRANSCRIPT
Barbeque University
Train The Trainer Day
INTRODUCTION
Why do we need Barbeque University?
The company is changing. We are implementing new
strategies – marketing, product, financing, organization.
Training supports our growth. Barbeque University is a
comprehensive training strategy which will develop all associates and eventually management.
Without developing our people we can’t succeed.
Training Lubricates the Engine of the Company
Goals
Learn about Barbeque University
Understand the concepts in the new training
Be ready to coach your associates
Get ready to take the company to the next level
Have fun
HAVE FUN
Prizes
Activities
Tips
Real life
Free money
THANKS DANKE ARRIGATO MERCI GRACIAS
Everyone who has helped with this training: Ignition Team Managers in first focus group in Carlsbad Dave’s team of managers in Dallas Paul Durphey – West LA All of the team in Carlsbad Everyone in the organization who contributed
BARBEQUE UNIVERSITY OVERVIEW
Barbeque University Overview
Level Position Timing Notes
Associates Entry-level Within 30 days Graduation Required
Bachelors Associate Within 90 days Graduation RequiredGRILLMASTER
Masters Associate Within 1 – 3 years Required for promotion to Assistant Manager
PhD Assistant Manager No time limit Required for promotion to Manager
Barbeque University – How’s It Work
Associates and BA 75% of training is self-directed by associates 25% of training is coaching by managers Associates: 8 modules – each module has 1-10 topics BA: 8 modules – each module has 10 – 20 topics All training is assessed and tested
Assessment
Four Level Assessment
Associate takes online (or paper) assessment test- Note not all topics have assessments
Sales manager signs off completion- Detailed in your materials
Store manager signs off completion- Detailed instructions in your materials
Regional director gives final assessment and signs off- Assessment could be role play etc.
PRIZES GALORE
First store in country with all Associate and BA training complete, the manager GETS $1000.
First store in region with all Associate and BA training complete, the manager GETS $500.
HOW NOT TO DO IT!
LIGHTS! ACTION! CAMERA!
Coaching Practice
Work in groups of three: coach, coachee, observer The coachee has no prior knowledge of how to do what you
are going to explain Explain how to do one of the following:
Tie a necktie Use a cell phone Complete a to-do list effectively Use chopsticks Any other task that you choose
Take five minutes for each coach then switch Get feedback from the observer
CUSTOMER SERVICE
ACE activity
Puzzle during lunch. The words that make up the
five concepts of ACE are on cards but mixed up.
Each table gets to put together the five phrases.
First group wins prize. Take 15 minutes.
ACE
Creating an experience not just making a sale
Making our customers more successful
Enjoying outdoor cooking
Quality products
Experts not just sales people
GREAT
GREET
RAPPORT
ENLIGHTEN
ASK
THANK
GREAT - Greet Phase
Greet Energizer
Effectively greet as many customers as possible. Everyone stands. Half the group are customers and half associates. Customers identify themselves by RED DOTS on tags. After five minutes you will switch roles. Each customer picks up a pack of cards. When the activity starts the associate should greet as many
customers as possible. If the greeting was effective i.e. warm and genuine and
includes the associate’s name and asks for the customer’s name he/she should give the associate ONE card.
IF NOT – LOSE ONE CARD! Customers switch and place their cards at their seat. The person with the most cards wins!
GREAT - Rapport
Get to know the customer. Create a relationship where they know you too. Offer to help – don’t sell. Don’t give them information until they want it. Be open. Don’t make assumptions. Use Open questions to open the conversation.
what, when, how Use Closed questions to close the conversation.
Yes/No, Either/Or
DEAD? ALIVE? ANIMATED?
Work in your groups.
Ask the facilitator yes/no questions to find out the character that the facilitator thought of.
Now use open questions to find out the new character the facilitator thought of.
Types of Customer
Browser “Chef” “Cook” Grill novice Grill geek Researcher
Talking to Customers
Work in groups. Use the handout. Brainstorm ideas for
what to say to each type of customer.
Take ten minutes. Be ready to share
your ideas with the whole group.
Probing Questions
Ask an open question to get more information and build the relationship.
E.g. Tell me more about the grill you have right now? How long ago did you buy the Turbo? What have you liked about it?
Probing Activity
Work in your groups. One person should be a
customer. The rest of the group are
associates. Go around the group
clockwise. Each person has five
seconds to ask a question. If the person doesn’t ask a
question OR uses a closed question they are eliminated.
Switch customers once one person is eliminated.
Take ten minutes.
PRODUCT
Product Activity
Your group will be divided into smaller groups.
Each group gets a product. List the Features &
Benefits. Present to your group. Be ready for questions. Take ten minutes to
prepare. Take fifteen minutes to
present each product. Facilitator gives feedback. Best presentation wins.
GREAT - Enlighten
Enlighten – NFBSQ
Need I want to cook prime rib.
Feature Hood seals tight.
Function Keeps heat in.
Benefit Indirect heat.
Sizzle You get that perfect juicy prime rib every time.
Follow Up Q Do you want me to explain your financing options?
Practice Enlighten
Work with a partner at your table.
Use the handout given to you. List the NFBS for the
products. Be ready to give your
answers. TAKE 15 minutes.
Accessories
Energizer - Accessories
Half the group has a food. Half the group has a
marinade, rub, or sauce. Find somebody with a
match for your food or accessory.
First ten people win a prize.
Walk the Walls Recipe Activity
Work in groups of 3. Follow the handout. Pick your favorite
recipe. Select items for:
Prepare Cook Plate
Share with the group. Best recipe wins.
GREAT - ask
Ask – ways of closing and overcoming objections activity
Work with your group
Closing Write ten do’s and don’ts of closing. Take 15 minutes.
Overcoming Objections Brainstorm ways of overcoming these objections:
Customer says they don’t have time today. Customer says it’s too expensive. Customer says he has to ask his spouse. Customer does not want any “extras”. Customer wants to spend less on the grill.
Take 15 minutes.
GREAT – thank you
Energizer
Work in groups of 3. Come up with different
ways of saying thank you.
Write your answer on a flipchart.
The group with the most answers wins!
Be ready to share your responses.
Barbeque University - logistics
Walkthrough materials“Prep, cook, plate” the training.• Prep materials – review, prepare personal
examples.• Cook – coach and monitor progress.• Plate – do small servings with both vegetables
and dessert sometimes (feedback for improvement and positive reinforcement).
Assessments• Online/paper tests.• Manager sign offs.• Regional director sign off.
Closing
CLOSING - cooking your dinner
FINAL EXAM
Work in group of three. Role play customer situation. Associate, customer, observer. Customer plays one of customers in role play handout. Observer checks progress and gives feedback. Take 15 minutes for each role play. Switch after each practice.