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RCA Training Day 3 (Set Expectations (Slide 2 Phone Exp PP), Topic 1…
RCA Training Day 3
Set Expectations
Slide 2 Phone Exp PP
Topic 1 Elements of Effective Communication
Slide 5 Phone Exp PP
Workbook
Video 1 Courtesy Rules
Slide 6 Phone Exp PP
Topic 2 Phone Frustrations
Slide 7 Phone Exp PP
Topic 3 Breaking Down the Call
Slides 8-12 Phone Exp PP
Activity 1 Role Play Breaking down call scripts
Slide 13 Phone Exp PP
Topic 4 - Communicating w/ New guests
Slides 14-18 Phone Exp PP
Activity 2 - Listen to new guest calls
Slide 19 Phone Exp PP
Activity 3 - Role Play New Guest Communication
Slide 20 Phone Exp PP
Topic 5 - Add Ons
Slides 21-23 Phone Exp PP
Topic 6 Promos
Slides 24-25 Phone Exp PP
Break - Lunch
Activity 4 - Conduct Mock Call w/ Trainer
Activity 5 - POS Checklist
Activity 6 Trainee talks; Trainer maneuvers POS
Debrief & Closing