The presentation from Rockstar Experience training held at Base Camp in Dec 2010.

1. EXPERIENCE
Act 1 - Sound Check

2. SET LIST:
(WHAT YOU’ll LEARN)
How to be a RockStar
Know your fans!
Gearing up for show time
Keep rocking show after show

3. Who’s your RockStar?

4. How do you describe what it is that you do?

5. Story

7. I’m putting cement on the bricks.

8. I’m building a wall
I’m putting cement on the bricks.

9. I’m building a church
I’m building a wall
I’m putting cement on the bricks.

10. I’m building a cathedral that will glorify God and will
inspire and comfort a whole community
I’m building a church
I’m building a wall
I’m putting cement on the bricks.

12. I’m answering the phone.

13. I’m selling a trip.
I’m answering the phone.

14. I’m trying to find the best trip for
my customer.
I’m selling a trip.
I’m answering the phone.

15. I’m changing people’s lives and creating happiness.
I’m trying to find the best trip for
my customer.
I’m selling a trip.
I’m answering the phone.

17. Worksheet - Buying behaviour 3 minutes
1.Read and complete the worksheet.
2. Be prepared to discuss your responses with the group.

19. What makes a good
sales person?

20. What makes a good
sales person?
Product
Knowledge

21. What makes a good
sales person?
Product
People Skills
Knowledge

22. What is your number one priority on a call?

23. Why?

24. Why?
Old View

25. Why?
Old View

26. Why?
Old View
I’m here to make a
sale for myself and
for Gap Adventures

27. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves

28. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves

29. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or

30. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View

31. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...

32. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...

33. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
Problem Solving
Attitude

34. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for
Gap Adventures...
Problem Solving
Attitude

35. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a ....by helping our customers
sale for myself and for find the best experience for
Gap Adventures... themselves”
Problem Solving
Attitude

36. Why?
Old View
I’m here to make a I’m here to help our
sale for myself and customers find the best
for Gap Adventures experience for themselves
Either/Or
New View
“I’m here to make a
sale for myself and for G! !!!
....by helping our customers
find the best experience for
Gap Adventures... H IN themselves”
T T
H
Problem Solving
R IG Attitude
E
O TH
D

37. “How can you ensure that you are providing a ‘rockstar’
experience to our travelers?”

38. How?
= energy and focus

39. How?
Old View
?
Buying Decision
Present and Overcome
Objections
Uncover Needs
Build Rapport
= energy and focus

40. How?
Old View New View
? Support
Buying Decision
Present and Overcome
Advocate
Objections
Uncover Needs Discover
Build Rapport Relate
= energy and focus

41. Know your fans!

42. Pair Activity - Know your fans 5 minutes
1.Pick a card from the hat!
a. In your group, complete the worksheet for your traveler.
2. Present back to the rest of the class about your fan type.

45. Where Do Gap Travellers Come From?

46. Where Do Gap Travellers Come From?
20%

47. Where Do Gap Travellers Come From?
20%

48. Where Do Gap Travellers Come From?
20%
15%

49. Where Do Gap Travellers Come From?
20%
15%

50. Where Do Gap Travellers Come From?
20%
15%
32%

51. Where Do Gap Travellers Come From?
20%
15%
32%

52. Where Do Gap Travellers Come From?
20%
14% 15%
32%

53. Where Do Gap Travellers Come From?
20%
14% 15%
32%

54. Where Do Gap Travellers Come From?
20%
1%
14% 15%
32%

55. Where Do Gap Travellers Come From?
18% 20%
1%
14% 15%
32%

56. Where Do Gap Travellers Come From?
18% 20%
1%
14% 15%
32%

57. 61% are female 39% are male

58. What’s the Gender Breakdown?
61% are female 39% are male

59. Where are they going?

60. Where are they going?

61. Where are they going?
49%

62. Where are they going?
21%
49%

63. Where are they going?
14% 21%
49%

64. Where are they going?
14% 21%
13%
49%

65. Where are they going?
4%
14% 21%
13%
49%

66. Where are they going?
4%
14% 21%
13%
49%
1%

67. What service level is
most popular?

68. What service level is
most popular?

69. What service level is
most popular?

70. What service level is
most popular?

71. What service level is
most popular?

72. What service level is
most popular?
59%
Standard

73. What service level is
most popular?
59%
Standard
27%
Basic

74. What service level is
most popular?
59%
Standard
27%
Basic
11%
Comfort

75. What service level is
most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior

76. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior

77. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior

78. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior

79. What service level is What trip types are
most popular? most popular?
59%
Standard
27%
Basic
11%
Comfort
3%
Superior

80. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27%
Basic
11%
Comfort
3%
Superior

81. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27% 10%
Independent
Basic
11%
Comfort
3%
Superior

82. What service level is What trip types are
most popular? most popular?
59%
Standard
77%
Classic
27% 10%
Independent
Basic
9%
11% Active
Comfort
3%
Superior

83. Travel Agents

84. Group Activity - Naming Game 45 secs.
1.Write down as many travel agencies as you can think of
a. Agency chains can only be mentioned once (i.e. cannot list
multiple locations of the same chain)
2. Group with the most names gets the prize!

85. Travel Agents

86. What does a travel agent want?

87. What does a travel agent want?
Why do they want those things?

88. Why do they want those things?

89. Group Activity - Create a pitch 4 minutes
1.Come up with a one-minute pitch for new travel agents booking
with us for the first time.
a) Who are we?
b) What do we stand for?
c) What can they expect?
2. Share the pitch with the rest of the class

90. Gearing up for show time

91. First Impressions

92. How long does it take to form a first impression?

93. How long does it take to form a first impression?
7 seconds in person

94. How we form first impressions

95. How we form first impressions
Age
Looks
Dress
Facial Expression
Age
Body Language
Tone of voice
Pace of speech
What they say

96. How we form first impressions
Age
Looks
Dress
Facial Expression
Age
Body Language
Tone of voice
Pace of speech
What they say

97. How we form first impressions
Age
Looks
Dress
Facial Expression
Age
Body Language
Tone of voice
Pace of speech
What they say

98. How we derive meaning from someone
Non-verbal cues Tone of voice Words

99. How we derive meaning from someone
55%
Non-verbal cues Tone of voice Words

100. How we derive meaning from someone
38% 55%
Non-verbal cues Tone of voice Words

101. How we derive meaning from someone
7%
38% 55%
Non-verbal cues Tone of voice Words

102. Power of a Smile

103. Modeling Role-play - The effect tone and pacing 4 minutes
1.Listen to the effect of tone and pacing for the next 4 introduction
role plays.
a) How does the agent sound?
b) How will this impact the traveller?
2. Be prepared to discuss.

104. Tone, pacing and mirroring

105. Great!
Good

106. Keep rocking show
after show

107. Barriers

108. Strategies

109. EXPERIENCE
Act 1 - Sound Check

110. SET LIST:
(WHAT YOU’ll LEARN)
How to be a RockStar
Know your fans!
Gearing up for show time
Keep rocking show after show

112. You do not want to be considered just the
best of the best. You want to be considered
the only ones who do what you do.
- Jerry Garcia