- TeamClub ticket sales
- Selling repsAbout 30
- Inside sales5 part-time reps, new group every 6 months
- Onboarding2 weeks for each new group
- SellsSuites, memberships, groups, flex plans, B2B
The team today
The club's ticket team has about 30 selling reps. They sell suites, memberships, group tickets, flex plans and B2B packages, by phone.
- Reps role-play in weekly one-on-ones and in a weekly training session.
- Each practice call needs a colleague, often a senior rep, on the other end.
- A new group of five part-time reps starts every six months with a two-week onboarding.
- Reps call from a meeting app that gives them almost no call stats.
The call reps find hardest
A company calls in about a team outing, asks the rep to keep it short and expects them to find the right package.
How a rep practices it
The buyer
Michelle, planning a team outing
Managers built this buyer from the club's website. They pick who calls, what they want and how hard they push. Michelle is set to medium: she stays friendly and open but pushes back when the rep offers more than she asked for.
Built from the club's website
MichelleDirector of operations, AI buyerPhone call- Call type
- Inbound phone call
- Wants
- A team outing for 20 to 30 people, fans and non-fans mixed
- Pushes back when
- The rep offers more than she asked for
Difficulty- Easy
- Medium
- Hard
- Insane
The call
The rep asks before pitching
Any rep can call Michelle whenever they have a gap, and the whole floor can practice at once. The call starts with a dialing tone. Here the rep asks a couple of questions first and learns the size and mix of the group.
Michelle, AI buyer
Our CEO wants me to organize a team outing... What kind of options do you have?
Your rep
Let me just ask you a couple of questions, and we'll try to find the best fit for your team outing. Is that okay?
The feedback
Scored on the managers' own scorecard
The sales managers write the scorecard: how the rep introduces themselves, which questions they ask, and how they present the packages and their terms. After each attempt the rep sees a score, what went well and a coaching comment with an example sentence for every step they missed.
What the scorecard checks
- Introduced themselves
- Asked about the group before pitching
- Presented the packages and their terms
Each missed step gets a coaching comment with an example sentence.
What managers see
Managers keep a library of buyers in folders, by call type or by how tough the buyer is, for inbound and outbound calls. A roleplay can start from a lead in the CRM, using only the fields the club allows, so a rep can rehearse a real lead before calling it. The same scorecard can score recorded live calls, uploaded from the meeting app or connected by API.
- Renewal, upsell, group and sponsorship calls
- Comments at a timestamp, and the rep can reply
- Pace, filler words, longest monologue and talk ratio for each attempt
Lessons for your team
- Give each new group of reps a buyer they can call on their own.
- Let reps rehearse a real lead from the CRM before they dial it.
- Write the scorecard once from what your best reps do, then use it on live calls too.
