Basic Call Script for Martial Arts Schools: Regaining Control

In an information call or inquiry, maintaining control is essential. You gain and maintain control by asking questions. Here are three examples to regain control with a comeback question:

  1. How long have you been thinking about taking karate?
  2. Are you involved in an exercise program now?
  3. Whose idea was it to get Johnny involved in karate?

Analysis

It’s important to understand that there are many different answers to each of these questions. The answers provided follow the principles of effective communication and control during calls. While the specific wording is important, understanding these principles makes it easier to manage the conversation.

Principles of Effective Call Management

  1. Ask Questions: Asking questions helps you gather information and maintain control of the conversation.
  2. Listen Actively: Pay attention to the prospect’s responses to tailor your conversation accordingly.
  3. Guide the Conversation: Use the information gathered to steer the conversation towards setting an appointment and presenting your school positively.

Example Call Script:

Prospect: I’d like to get some information on your school. Or, I’d like to get some prices on your classes.

You: Is this for yourself?

Prospect: Yes.

You: Good! Have you ever trained in martial arts before?

Prospect: No.

You: That’s fine. Class times for adult beginners are Monday & Wednesday at 6:10 pm, Tuesday and Thursday at 7:10 pm, and at 11:10 am. We also have a special karate fitness class that meets Saturday mornings at 10 am. What we recommend is that you set an appointment to come in and watch a little bit of one of these classes. This way, you can see what our school is like. All karate schools are very different from each other, so the best way to get an idea of what ours is like is to come in and see it.

Now, the next two opportunities to view a class would be tonight at 7:30 or tomorrow night at 6:45. Which would work best for you?

Prospect: Tomorrow at 6:45 pm.

You: OK, that’s tomorrow at 6:45 pm. Your name, please... age... address... phone number? Do you know where our school is at?

Prospect: Yes.

You: We’re at the corner of 9th Avenue and 58th Street North in the Tyrone Gardens Shopping Plaza. It’s kind of a “V” shaped plaza and we’re tucked back in the corner of the “V”. When you come into the school, you can ask for Lisa or Rob. They’ll set you up to watch the last 15 minutes of class and then you’ll sit down for about ten minutes with one of the instructors to get some information about the classes. Got it? Great, we’ll see you tomorrow night.

Key Points to Remember:

  1. Set Appointment to Watch Class: The primary goal is to set an appointment for the prospect to come in and watch a class.
  2. Gather Information: Collect the prospect’s name, phone number, and address.
  3. Leave a Good Impression: Make sure to convey the professionalism and organization of your school.

Role Play Weekly: Ensure that anyone who answers the phone, including yourself, conducts role plays each week on this script to maintain proficiency and confidence.

Avoid Giving Prices Over the Phone: Maintain control of the conversation by avoiding price discussions. If a child calls, ask if they have talked to their parents about karate and then request to speak to the parents.

Using this structured approach, you can effectively manage inquiries, set appointments, and present your martial arts school in the best light possible.