Upgrades

1. Upgrades “No Upgrades, No Black Belts!” - Master Moody

2. Goals • Learn The Basic Steps of Upgrading Students • Practice • Confirm

3. Upgrade - Purpose… • Make Black Belts • Make Academy Financial Goals • Create Instructors

4. InFusion (and WST and School Database) Highlight (1st or 2nd class) Progress Check About 4 Classes Progress Check 2 weeks Later Graduation ask permission Invite Next Class Invite to TEAM ABC List Close Intro Upgrade Process • Upgrade Process Not Positive Positive Positive Do All actions till upgrade Action Steps All The Time

5. Action Steps • 2-3 Action Steps Should be Done For Every Student or Parent Every Month • +1 for Basics • +1 White / Orange Belt Attendance Calls

6. Action Steps - Student • Send a Good Job Card (at least 5 per day per instructor) • Make an Awesome Call • Extend an Invitation for a Show and Tell • Recognize Student in Class (Highlight) • Invite to a seminar (FREE) • Private Lesson • Throw a Birthday Party • Present with Training Equipment and show them how to use • Certificate of Accomplishment • Sign their Belt • Sign a Photograph • Present a gift that complements their experience

7. Action Steps - Parent • Get the parents involved by having them do a private lesson • Invite them to be special Guests at an event • Awesome call at work • Hold Child Hostage • Show and Tell or Demo for families, friends or Co-workers • Give a signed Photograph • Invite to a class and give a free uniform • Give a gift from the pro-shop • Extend the invitation for a Birthday Party (student or sibling

8. In Class - Highlights • In Class Child Highlight: “Look at Johnny! He is __________! That’s being a leader – that’s why you are going to be one of our leaders. Mom – do you see him? What do you think?… Great Job Johnny!” • Invite to class : “The instructors and I have been watching you in class and I think you are being a leader by __________. I want you to come to the leadership class on Friday!” • Hold Child Hostage If Necessary: • “Bring your mom over her. I need to talk to her!” • “Stay here until your dad comes in. I have to talk to him before you leave.” • Parent Highlight: “Mrs. Smith, Johnny has been doing a wonderful job in class. I get to work with hundreds of kids and I can tell which ones have leadership potential. I would like him to come to our Kid Leadership class on Friday!”

9. Progress Check / Investigate • “Mrs. Jones, lets review Johnny’s progress. How is Johnny doing?… • at home?… • at school?…” • Review this and their notes - make notes on PC • Green Light? • Yes: Permission to Invite • No: “Lets schedule their next training conference and I would like to invite you to come to our next clinic...” or other action step… • NOTE: PC’s are done for ALL students - this refers to BASICs

10. Invite and Celebrate / Highlight • Give out at next class • BIGGER Award than regular awards • Parents come up for award • Schedule Appointment (can be at Leadership Class time): • “Great! I will let Ms. Semanko know you are coming in so he can talk to you about Johnny.” Write time in book (and verify the appointment time by writing date and time on the schedule and circle time • OR pass the parent to other staff member: “Mr. Smith, would you set up a time for both of Johnny’s parents to review his training on Friday at 5?” • “Will Johnny’s dad be able to make it to watch? It’s best if both parents are here. “ • “Great! We will see you at 5pm on Friday. Johnny will do great!” • EXTRA CREDIT! You can also: • Send a Great Job card (with a reminder for the time) IMMEDIATELY!

11. Upgrade Pre-Closing - Pre-overcoming Objections • “Should William’s dad be here to make decisions for William?“ • “It’s just about two forty nine to start“ • “Pick your class times“

12. Upgrade Pre-Closing - Don’t Forget… • “Did Johnny get the card I sent? Excellent - He is doing do well I think he can become a Black Belt Leader - what to you think? Come on back and let me review that with you“ • “Did you get to read the Q&A report we sent you? Great! Come on back and let me review that with you“ • “Did you get the Book we sent you? Great! Come on back and let me review that with you“

13. Magic Phrases • The Magic is that there’s No Magic! • “Oh by the way… “ • “That’s OK…“ • “So what’s Johnny been getting out of his Karate Classes?“ • “at Home?” • “at School?” • “Come back and let me give you some information” • Agree… “Just to clarify my thinking…”

14. Magic Phrases

15. REVIEW Investigate Experience Green Stripe Follow Up Show Rank Price Ask for SP Finish Present Program Ask for Initial Dickens Rapport Prepare Plan B Upgrade Conference Problem Not Today

16. Prepare • Review Notes • Have Program Calculations Done • Have MC Belt, Book, Any other “stuff” ready

17. Prepare - Program Calculations • Use the following chart to do calculations ahead of time.

18. Prepare - Program Calculations • Program Down Rate Months Total 4yr SP Save 3 Pmt Save • Basic100/200147121864990**500 • MC197197367289147551617732101985 • MC2172173680291636076195323151085 • MC2572573695091937196231327411285 • L2472473691391856916222326351235 • L2672673698792007476240328481335 • L35735736132092689996321338081785 • Personal Training - Add Ons • 1x Month374736133228999333382185 • 2x Month7739362412501809603692335 • 1x Week137343634927326198731002485 • 2x Week19725365292110396913231519735 • ** DOESN'T Includes Down Payment or first month in Single Payment • Upgrade Rules • Single Payment: Subtract 9 Months Payments from Total • 3 Payment: Subtract 5 Months Payments from Total • 48 Mo: Rate * 36 / 48 (or 75%) • Activity Pass • $35 for first family member, 25 each additional 2nd, 3rd - FREE for 4th and up • Family Rates • 25% Off for 2nd, 3rd, Down only for 4th and up (no Down for Basic) • Compression • 25% Off of Payments - Round Down(ex 1: if they have 16 payments left, subtract 4 for SP, 2 for 3 Payment) • (ex 2: if they have 14 payments left, subtract 3 for SP, 1 for 3 Payment)

19. Rapport • “Hello Mr./Mrs. Jones, it’s great to see you again!” • As a “side note” “So what kind of work are you in?” • “…gee that’s interesting. What got you into doing that?”

20. Review the Plan • “Now Let’s talk about what’s really important to both of us - your son.” • “We are going to go over a few things today: • Review why you enrolled • See where we are going to help you in the future • Set some goals for Johnny, OK?”

21. Review Why They Enrolled • NOTE: Reviewing Progress Check! • “Mrs. Jones, lets review Johnny’s progress…” • Review - make notes • Green Light? • Yes: Go on • No: PLAN B “Lets schedule their next training conference and I would like to invite you to come to our next clinic...” or other action step…

22. Dickens - Past-Present-Future • Past • “Super! So, the main reason you enrolled him was…” • “OK, I see. Let me ask you - how was his ______main reason before he started training with us?… • Present • “and how is he doing now?…” • “You know, Mrs. Smith, we’ve noticed that Johnny has been more ______main reason in our classes. Specifically when he _______examples.” • Future • “If he continued to keep improving at ______main reason this for the next few years, how do you see his future?…” • “I am sure that you’d agree with me that that would be priceless…” Wait for “yes”.

23. Prepare to Present… • “Great, because that’s exactly what we want to accomplish with him.” • “Judging by his level of enthusiasm, and the way he participates in class, it’s clear that he is ready to take the next step.” • “The instructors and I sat down to talk specifically about Johnny’s progress and we came to the conclusion that the best thing for him, and of course for you, is to teach him to be one of our Black Belt Leaders - this is how we will accomplish our goal of ______main reason!

24. Present Program… • Style 1: Standard Paper Comparison • Advanced: Leadership Book

25. Present Program… Style 1 • Say and Do: • EXPLAIN FEATURES AND BENEFITS (FOCUS ON THEIR INTEREST) • "... Mrs. Jones, do you have any questions about the program other than price?" • YES: Continue to explain "Benefits." • NO: Go on to Price Explanation

26. Present Program… Advanced • Say and Do: • "... Mrs. Jones, let me explain everything about the programs we offer.”

27. Present Program… Advanced • Say and Do: • ”Leadership is our best program…” • Quick Paraphrase of Page

28. Present Program… Advanced • Say and Do: • ”One of the great things about our academy is Master Moody. He is…” • Paraphrase of Page (10-15 Sec)

29. Present Program… Advanced • Say and Do: • ”and his research indicated…” FOCUS ON THEIR DESIRED RESULT • Paraphrase of Page (10-15 Sec)

30. Present Program… Advanced • Say and Do: • ”The Mission of our academy will get Johnny to” DESIRED RESULT ”… because we …” • Paraphrase of Page (10-15 Sec)

31. Present Program… Advanced • Say and Do: • Paraphrase of Page (10-15 Sec) • Example: “We are part of the world’s largest single style martial arts organization - over 800 schools nationwide. We are proud that our Academy has been selected the number one school for the last 8 years!”

32. Present Program… Advanced • Say and Do: • “We have 2 paths to Black Belt here. First is the Master Club and the best program is Leadership Training. Let me explain both programs and then you can decide which is better, OK?” Get Response. • “Master Club is the Basic path to Black Belt. It’s included in the Leadership Training Program.” Explain Benefits…

33. Present Program… Advanced • Say and Do: • “In addition to all these benefits, the Leadership program is designed to…” FOCUS ON DESIRED RESULT “so I think it’s the best for Johnny.” • Explain Benefits… and on the last line…

34. Present Program… Advanced • Say and Do: • “Now Mrs. Jones, let’s update your training schedule. We have a very limited number of openings for personal training. With personal instruction it’s well proven you learn three times as fast and retain twice as much so we have a lot of our busiest students doing personal training and, of course, you can still go to the group classes. I can check our schedule for availability of personal training for Johnny...” Get Schedule and ‘My Karate Schedule’ out... Start planning their schedule... +

35. Take Only This Home + = Present Program… Advanced • Say and Do: • Q&A: • Q: “Personal training sounds great, how much is it?” • A: “It depends on how often you want the personal lessons... from eighteen dollars - but we have to figure out your schedule first.” • Q:“Well how about once a week?” • A: “that’s about $25 per session...” • Q: “Who’s going to teach it?” • A: “It’ll always be an instructor with at least higher rank than you but it’ll be as available.” • Q: “Can I always get you?” • A: “We can’t guarantee a specific instructor, otherwise everyone would want Master Moody!” • Q: “Can I get Master Moody?” • A: “He is only available to people on the Executive personal training program.” and you can present...

36. Present Program… Advanced • Schedule Group and Personal Training: • “That sounds like the best decision. Now, pick out the class times that are best for you…” and personal training times. • if only MC Classes work, then suggest Master Club instead of Leadership when presenting price. Take Only This Home + =

37. Present Program… Advanced • Say and Do: • “in the Leadership program you also get to participate in special teams. This is great for…” FOCUS ON DESIRED RESULT and Suggest a team. If they select one, give out Team Form & add to ‘My Karate Schedule’.

38. Present Program… Advanced • Say and Do: • Example: “because we want to ” FOCUS ON DESIRED RESULT “Johnny would do great in the Demo Team!” • Explain team, when they meet, etc… Have them fill out form and put time on schedule…

39. Present Program… Advanced • Say and Do: • “Xtreme Martial Arts is also part of the Leadership Program…” FOCUS ON DESIRED RESULT and Paraphrase (10 sec).

40. Present Program… Advanced • Say and Do: • “This is a list of all the safety tools and equipment you will get to use…” Pick a few to discuss (10 sec). • “we offer a discounted package of all of the equipment you will need.” Point to picture

41. Present Program… Advanced • Say and Do: • Skip the Elite Page (not for leadership upgrade).

42. Present Program… Advanced • Say and Do: • Open book to testimonials and leave it open. • "... Mrs. Jones, do you have any questions about the program other than price?" • YES: Explain benefits or discuss issues. • NO: Go on to Price Explanation - pull out sheet.

43. Present Price • Say and Do: • "... it’s only 197 and Leadership is only fifty more. Plus to renew it's only 75. Which program would you like to get Johnny started in today? My recommendation, of course, is Leadership" • Keep pointing at Leadership • SHUT UP (before you say something you will regret - BYSSS) / WAIT

44. Present Price - With PT • Say and Do: • "That's a great choice!" • "... How would you like to take care of the 247?" • SHUT UP / WAIT. After getting CC or check in hand but BEFORE MA ... • "Excellent! Since we figured 2x a month for personal training, that will only add 77 - that’s only 39 a session, OK?" • Single Payment

45. Present Price - Single Payment • Say and Do: (like an afterthought) • Include any Upgrade Specials, SHUT UP / WAIT for answer.

46. Present Price - Single Payment/PT • Say and Do: (like an afterthought) • Include any Upgrade Specials, SHUT UP / WAIT for answer.

47. Present Price - 1st Month • Say and Do: • "No problem. Would you like me to put your first payment on this card." OR if a check • "How would you like to take care of your first payment?" • SHUT UP / WAIT for answer. • NOTE: We still have not shown the MA till after all this is decided…

48. Present Price - Finish • Say and Do: • Fill out Membership Update with details. • P&P / Gear Package.

49. Present Prices… “...Want to WAIT” • Say and Do: • "If you want to wait, that’s OK but remember you get the white belt price. You see the regular price is 259 to start in Master Club and 359 in Leadership. So as a while belt you are saving 5 to 6 thousand dollars" • TURN PAGE

50. Present Policies and Procedures • Say and Do: • "Congratulations on your support of your child! Now lets go over a couple of our policies and procedures. " • Give them the form and a pen, read upside down... • "... just initial each one as we go over them." • Point to "Graduation" and read - FILL OUT NEXT GRADUATION DATE • Point to "MC Embroidered Belt" and read. • Point to "Extension Policy" and read.