438 - Training Manual 1 - April 2012

Training Manual 1
IPG Success System
www.ipgvip.com
IPG SUCCESS SYSTEM April 2012 version

Copyright 2011 All rights reserved - Reproduction is prohibited in any form without written consent of IPG.
Introduction
The IPG Success System is about giving you the tools, and techniques that you need
to make a success of your business selling VIP tickets.
Each section of the IPG Success System has been designated as a stepping stone for
you to learn new skills. In order to progress on to the next manual, you will be asked
to complete a series of questions and tasks.
Learn your craft, and learn it well the best
sales people were not born that way they
learned their skills. Selling is both an art and a
science - if you can master all its many
subtleties, you will prosper enormously.
There are 5 training manuals in the IPG Success
System. The goal is for you to complete all 5
training manuals within the first month. The
content is most relevant to your sale skills
development. This is your business and your
journey; it will be down to you to achieve the
results you need in order to progress to the
next level.
So lets get started!

Your Observation Day Explained

Today is all about you. You will have been given the contact details of a person
already selling VIP tickets (your trainer) this is your opportunity to work alongside
that person and learn how he/she sells them.
During today you will learn:
S.E.X.
The five steps to a successful sale
The pitch
Taking payments
How to create your tracking number
If you want to get the most from today, then throw yourself into it.
Dont panic because you may not know everything, today is only Day 1 expect to
have lots of questions. The fastest way to answer these questions is to throw
yourself in to the deep end and learn by doing.
TOP TIP: The secret is in the doing, not in the knowing.

S.E.X.
These 3 steps form the foundation of every customer interaction. They will help you
engage with your customer as well as prepare yourself for the sales pitch. They are
crucial to creating success and winning sales.
S_____Smiling will put the customer at ease and will be a general Ice
Breaker. Who would buy from somebody looking miserable? It is a natural
human response to return a smile to someone who smiles at him or her. Do
however bear in mind that grinning like a maniac will also send most people
running! Be natural.
E_____Eye contact is important in gaining the customers trust. The eyes

are the window to the soul so if you do not make eye contact with
somebody, you will either look timid or a bit shifty. Conversely do not try to
stare the customer out, as you will look like an alien. Show genuine interest
and you will find the right balance.
X_____Excitement is infectious. If you are excited about paintballing and

about the VIP Tickets, then this will transfer to the customer. During the
process of selling we will transfer our emotions onto the customer so we
need to ensure that we are feeling good ourselves. As consumers ourselves
weve all experienced selling opportunities that have been missed because
the salesperson was bored, disinterested or not focused.

The 5 Steps
The 5 Steps to a successul sale are a world renowned method that has been tried
and tested in direct sales for over 30 years. By using this in every customer
enagagement you will maximise your opportunity to win a sale. This simple yet
effective process is easy to use and even simpler to learn.
The five steps are as follows:

1. Introduction
2. Short Story
3. Presentation
4. Close
5. Rehash/Up-sell
Recently the five steps have been refered to as the five plus one. This refers to the
last step of consolidation.
1. Introduction: You need to create trust and rapport quickly, use S.E.X
during this early stage to help do this. Engage your customer in conversation
to qualify them and to start getting them to say yes. Try to remember all of
the pieces of information that they have given you so that you can use them
at a later point in your presentation to make it personal to your customer.
2. Short Story: This is where you get the tickets into the customers hands. It
is important that the customer is holding the tickets because:
o Possession is nine tenths of the sale (once holding the tickets, they
will be less willing to hand them back).
o It makes it harder for the customer to shrug you off he feels he has
to give the tickets back to you before he walks away.
o It prevents the customer adopting negative body language - such as
crossing his arms.
At this point you need to let your customer know the 5 Ws
1.
2.
3.
4.
5.
Who are you?

What are you offering?
Why are you offering it?
When are you offering it until?
Where can the product be used?

This should paint a picture about how exciting paintball is, whilst clearly
giving details of the VIP tickets. Get the customer as excited as possible about
going paintballing.
3. Presentation: There are 3 main things that you will need to include in the
presentation:
1. The price presentation;
2. An outline of the inclusions;
3. An outline of the paintball costs.
Explain what the tickets are and that the customer can receive an 80%
discount from the online price from you today.
Include all of the features of the tickets
o Expiry date;
o Flexibility of using different number of tickets at one time;
o Usage at different centres;
o Easy booking method.
Then describe the paintball costs. Do this in a positive way, this is another
feature of the tickets and you need to make the customer is aware of it. If
you dont think this is another feature have a chat to your trainer and see
how they view it.
4. Close: This is a very important part of the sales process and must be
included in every pitch. This step tells the customer that they have to hand
over the money now it should include the phrase fix me up. As soon as
you have given your customer a prompt to grab the tickets, stop talking
immediately. If you break the silence for whatever reason you will lose
control of the sale and your customer will probably walk away.
5. Rehash: Remember Everybody Has Another Sale Hidden. When a
customer has just committed to the sale, this is the perfect time to extend
the sale and sell him more! So the rehash principle is where you suggest to
the customer that he gets two, three, or four sheets. It is easier to get one
customer to buy multiple sheets than it is to find lots of customers to buy
single sheets.
+1. Consolidation: This is something you do once the sale is complete and
before the customer signs the terms and conditions on the back of the
tickets. It is to clarify and recap the main points of the terms and avoid any
possible confusion later on when the tickets get redeemed. This reduces
complaints and refunds.

The Pitch
Over time you will develop your own pitch and lingo. However, to get you started, an
example is given below. Learn it, then throw it away - there is nothing worse than
meeting someone who sounds like they are reading from a script!
Be natural and be yourself. Allow your personality to shine through.
Introduction: Hi, have you ever played paintball before?
Awesome, when was the last time you played?
2 years ago? Youre definitely overdue a session then.
I assume you have some friends you would like to shoot?
Short Story: Here, check this out (place tickets in their hands). Im from IPG
and we represent all 5 star paintball sites across the country. Weve just
recently opened up a brand new centre in Orpington which is just 5 miles
down the road from here and we are basically just inviting you to come play
any time in the next 6 months.
Presentation: Now normally the online price is 30 per person so if you were
to take say 10 people down to the centre it would set you back 300. What
we are doing for you today though is those same 10 tickets for just 59.99
that works out at only 6 a player!
Now what you get for that 6 is all your equipment, head to toe coveralls, full
head protection, body armour, a battle pack, an awesome semi-automatic
paintball marker capable of firing up to 7 rounds per second and all your gas
refills throughout the day.
You also get 8 hrs of paintball, where you will play up to 14 missions the
paintball centres have movie quality game zones with things like aeroplanes,
tanks, double-decker buses, pyramids and 3 storey fortresses. Now most sites
will have between 6-8 awesome game zones and they will obviously vary
between these and loads of others. So if you want to check out a couple of
different sites chances are you will be playing on completely different fields.
The nearest paintball centre to here is . but this may change, however
there will never be less than 10 paintball sites in the UK where you can use
your tickets (right now there are ).
You can buy food down at the centre they even sell hot lunch or you can
bring your own picnic on the day, its entirely up to you.
Anyone can play provided they are over 10 years of age.
The paintballs obviously arent included; you must remember that from last
time, hey. The paintballs are only 9.99 for the first 100 and they will ask you
to grab those over the phone when you book everyone in so that you have
some to start. Then the best bit is when you get sown to the centre they drop
down to 7.99 per 100 on the day, OR as little as 6.99 per 100 when you buy
in bulk (1000). Most people use more than 100 paintballs in a day, but its
entirely up to you, and how many times you want to pull the trigger.
Close: It is really simple how it all works, just fill out the IQ test below, sign
your consent to the terms and conditions and fix me up with 59.99 cash,
card or cheque - then just call the number to book your day of fun.
Rehash: Lots of people actually grab more than one sheet. 20 people make
up a team, and 40 for the whole scenario (however, all groups will be equally
split for fairness).
So how many tickets can you use? (Say nothing - let them think).
TOP TIP: The main reason people dont buy more than one book is because they
didnt know they could!
R.E.H.A.S.H. everyone.
Consolidate: All I need you to do is sign these few boxes which are just to say
that you understand that:
o Paintballs are not included
o 9.99 for the first 100 balls per person attending, payable upon
booking.
o Additional balls are bought on the day.
o Food is not included.
o Minimum age 10 years (National UK centres)
Does that make sense? If not (explain). If so, then just sign the box below.
TOP TIP: After every customer interaction ask yourself this question. What did I do
well and what could I have done better? This way, no matter what the outcome,
you will always be learning and improving your performance.

How to Guides
Over the next few pages you will find more
information to help you devise your own
sales pitch.
Study these in your own time and refer back
to them as often as is needed. By the end of
your Observation Day you will have created
your own version of the sales pitch your
trainer will be asked to vouch for you
(assure IPG that you are going to say the
right things).
Remember lots of other people have their own businesses selling these tickets,
watch what they do, listen to their language - if it works for them, why not try it out
for yourself.
HOW TO INTRODUCTION
It is said that within the first 7 seconds of meeting somebody you make observations
about their character and personality that are permanently etched on your subconscious. This is why the way you introduce yourself, and introduce the product, is
so important.
There are certain things you can do to put the person at ease. They will establish
pretty quickly that you are trying to sell them something, and in general people do
not like to be sold to. The best way to overcome this is to use the first technique you
learnt this morning. Remember oozing S.E.X appeal is the best introduction.
Your introduction should be relaxed and natural, establishing the following facts:
You are promoting paintball games
They know what paintballing is
You are INVITING them to have a fun day out
They enjoy having a bit of a laugh
Whilst conveying these points the customer should only really be using the words
yes in response to your statements/questions. If they are not, then change your
introduction until they say yes.
With the introduction taking about 7 seconds, you will have to set the tone for the
next few minutes. Do it right and they will listen, laugh and buy. Get it wrong and
there is no chance of getting that person to re-evaluate their ideas. You could chuck
in 1000 and they would (probably) not change their minds. NEXT!
HOW TO SHORT STORY

The very essence of the Short Story is to put the tickets into the hands of the
customer. Simple! However, experience proves it is sometimes far from easy to
achieve.
Many inexperienced sales people make the mistake of holding on to the tickets,
instead of handing them over to the customer they do this because they feel a bit
shy, or because they consider it an intrusion, or an over-familiarity. It is perfectly
natural to have these feelings when you start you will quickly get over it.
By placing the tickets in their hands, the customer has possession of the tickets and if
they do not want them, they have to give them back. DO NOT take the tickets back if
you think they are still slightly interested; keep going with your pitch.
Another reason for handing them the tickets is that they may be short sighted, or the
lights may be glaring off the shiny bits on the tickets, and they cant read them. It
also shows that you trust them. It is often not a good idea to give them out to groups
of kids/scallys/chavs or indeed to mechanics with greasy mitts.
Do not present the tickets until your introduction is complete. You will appear too
salesy if you wander into a shop, or up to a customer waving shiny tickets around
talking about paintball. Keep your folder in a backpack or shoulder bag that you can
easily access at the appropriate moment. You dont want to miss out on any sales
because you were standing holding a black clipboard.
HOW TO PRESENTATION
Its natural to be able to learn the theoretical presentation quickly, yet when you
first stand in front of a customer you may suddenly grow an extra tongue, and lose
the ability to speak clearly and in a language from this planet. Dont panic, this is
normal.
Only 7% of communication relies on words alone. Your customers are more
influenced by your voice tone and your physiology (i.e. your body language). Hard to
believe but true! So now you know why its vitally important for you to be excited, as
this will convey in both your voice qualities and the body language you give off.

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This section of the pitch is where you concentrate on getting the customer as excited
as possible. Using voice modulations, short sentences, positive emotive adjectives
and gestures, you transfer your emotions to the customer.
The idea is to get the customers to picture themselves actually playing the game and
having loads of fun, at the same time you want to get them to anchor these
emotions to the ticket by pointing out the pictures.
When you explain the book to them, try and use a nice pen to direct them round the
card to the specific points you want them to see. After a few tries you will notice that
people will follow your pen with their eyes. If you want them to look up at your eyes,
lift the pen off the ticket. To get them to look down again, you look down first and
put your pen back on the ticket. This technique does not have particularly many uses
in the field of sales, but is fun to do if you are bored. Use your body language to draw
them in. Start nodding, if you have a good level of rapport they will also start to nod
and this action will send a yes response to their brain!
You do not necessarily need to remember all the detail for the presentation as it is
all on the card.
Make sure that you mention the paintballs in the pitch - and how much they cost this will make consolidation of the sale easier. You must also cover the other key
points of the offer as well as requiring the customer to read them him/herself.
When you get them to a pinnacle of excitement, it is time to move on to the close. If
you keep on pitching, their interest will wane, and you will miss your opportunity.
Some people peak sooner than others (as we all know) and it is important to spot
this point, and to close them immediately. Practice will give you the experience to
pick this point accurately, but here are some signs to look out for
They use language like theyve already purchased i.e. I know who would want
to do this with me. OR This would be a great idea for Xs birthday / stag do
etc.
They ask a question i.e. How much is it? OR Wheres the nearest paintball site
to here? OR What do I have to do?
You observe a shift in their demeanour and they become more open and
friendly - their body language changes and their guard defences come down.
HOW TO CLOSE
Remember that your voice qualities, and your body language, will influence your
customer more than the words you say. The easiest method of closing is the
assumptive close, which we are going to look at in more detail. To win the sale you
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have to express an air of confidence and more importantly confidence that the
customer will make the purchase.
The biggest killer for most salespeople is that they dont ask for the sale, as they are
afraid of rejection. Its normal to feel apprehensive about people saying no to you.
We are conditioned in our society to want to make people like us, and for us to feel
accepted. Therefore, if someone rejects us, at a sub-conscious level it can go against
what feels natural. But if you are to become successful in sales you have to learn to
differentiate between any rejection of the product and a personal rejection of you.
After completing your presentation, the temptation is to just shrug your shoulders
and to sheepishly ask if they want to buy. Needless to say, that is not the most
effective way to close your sale. Closing has become synonymous with big real estate
and multi million pound business deals on Wall Street etc. but when we use the
close it should not be aggressive like most other sales companies teach you, it should
involve putting the customer at ease and explaining how easy it is to get one of these
tickets.
The close is simply the part when you ask for the money. It is also the moment when
you find out if the rest of your pitch has been good enough. It is natural to feel a
little nervous at this point and often the close is rushed, shortened or missed out all
together. Apparently some the best business presentations fail to get the deal simply
because they do not ask for the cheque! Remember that if they want to go
paintballing (as they said they did in the introduction) then this is a great way to do
it. Dont be scared to ask them for the cash!
The close should start off with telling them that it is a simple process. Your voice
modulation should reflect this, be more relaxed (although this is the part at which
you may feel most tense), do not speak too fast and guide them through the process.
Read the terms and conditions, fill this out, sign it if you agree to the offer, fix me up
with whatever is most convenient, phone this number, go paintballing. The close is
no more complex than that. It cannot be stressed enough that your pitch must have
a close. Experience has shown that your sales will dramatically increase if you close
every single pitch you make.
An example of a close is;
It is simple how it works. Read the terms and conditions and sign if
you agree, then just fill out the demanding skill test here. Fix me up
with the 59.99 on card, cheque or cash and these are your tickets.
Whenever you want to go paintballing over the next X months just
call or log on to www.ipgvip.com Simple!
You should listen to other salespeoples closes and you will find that they are all
similar. They are short, to the point and reassuring.
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Humour is also useful during the close, which is why we say fill out the demanding
skills test or stick your paw print here. We know these are crap jokes but
surprisingly people still laugh. Feel free to invent your own. The idea here is that if
people are laughing during the point when we are asking them to part with their
hard earned cash, then we stand a far better chance of a positive result. However,
always be sure the customer understands the terms of the offer.
A useful mental technique for you to employ is for you to ASSUME the sale. Never
let your mind deviate from the firm belief that this is a great product, at a great
price, and the prospect is definitely going to take some tickets from you (hed be
mad not to, right?). Of course he is going to buy. Assuming the sale gives a crucial
air of confidence (just dont let it be displayed as arrogance).
TOP TIP: The Golden Rule with closing is that practice makes perfect. The more you
do it, the better you will become. Experiment with words and phrases and you will
discover what works for you. Confidence is key!
HOW TO REHASH
Cheesy quote: Rehash double your cash. It is as simple as that.
Just like the close, the rehash is missing from many peoples pitches.
At the call centre they often get phone-calls from people with
tickets wanting to bring more players; on many occasions the only
reason why they did not buy them from the VIP salesperson was
that they were not offered them. If you dont ask, you dont get.
You spend your day seeking-out people whom you can get sufficiently excited to part
with their cash - we know that such people are not overly prevalent (about one in
ten actually) - so when you do find somebody who wants to give you money, simply
ask that person to give you some more! The rehash is the hardest working sentence
in the world. For a hand full of words you can double your earnings for a day.
Powerful stuff. There are not many jobs that allow you to so radically increase your
income for the sake of uttering just a few choice words. Learn this lesson well and
make sure you rehash EVERY time. You wont lose a sale by asking if they want more.
There are many reasons for people to get more than one sheet. Here are a few:
2 sheets will get them a team
4 sheets will get them a whole scenario to themselves
they can go again and again with enough tickets
use some for yourself and sell the others to friends
use them as gifts
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use them at different paintball sites

These are only some of the reasons you will come up with more ideas. What others
have found to be the best technique for rehashing is that if they buy a certain
number of tickets they may give them another 10 tickets for free! This works very
well, but should only be used when you have an idea of how many tickets they want,
NOT before, as to do otherwise could lose you sales.
Ideally, it should be casually dropped in at the very end to get them to buy one more
sheet then they have just decided to purchase. It is sometimes best left up until the
point when you are filling out their credit card voucher, or they are filling in their
form. Casually drop-in the line if you got X sheets I could chuck in another 10 tickets
for free? They normally ponder for a few seconds, and say go on then. It doesnt
work every time, but actually happens surprisingly frequently. Try and provide them
with a good reason to get more tickets!
People are constantly coming up with new ideas for rehashing so make sure you
practice your whole pitch every day to come up with new ideas. Different people
respond to different rehashing points so make sure you try a few. It is about planting
a seed in their minds, and letting them think that they have come up with the idea.
Ask them the final question how many tickets do you need?
When the rehash is over SHUT UP!! (This is a gem of advice be sure to follow it).
It is very important that once you have finished your pitch, you do not rabbit on
covering stuff you have already told them. This is their time- the time for those seeds
you have sewn to flourish. If they ask questions give them succinct answers. If they
keep on asking questions, feel free to ask them how many tickets do you need
again, handing them a pen may speed the process up.
TOP TIP: Use the packages sheets they are gold and they sell themselves.
TOP TIP: Know your numbers! You must know your comparison cost numbers.
HOW TO CONSOLIDATE
The final step once the sale has been completed is consolidation. In many ways it is
the most important step in the process because: apart from the money in your back
pocket, the intention is for the customer to use the tickets at some point in the
future. The clearer and more understandable you are able to make the entire
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process, from purchase to eventually booking the day, the less, hassle, headaches,
refunds, complaints there are to be dealt with.
Which means: Happy and satisfied customers, which equals: Positive feedback,
which equals: Better reputation, which equals: Easier sales in the future and no lost
sales due to refunds because a customer had forgotten (or not understood) what
was discussed when they bought the tickets!!!
The process of consolidating a sale is actually a very simple and easy one, all of the
points which you need to recap, have already been mentioned earlier in your
presentation, so there shouldnt be any surprises, and all of the terms and conditions
should make perfect sense to anyone you have pitched, although admittedly if that
was the case, there wouldnt be a need for this step.
The customer has already committed to the sale by filling in the tickets, so there
need not be any fear of losing the sale by re-iterating what the terms of the product
are. Unless you have skipped over something, in which case you can expect a refund
anyway, so you might as well re-cap and work on saving the sale there and then.
The best approach is to make it sound as easy as possible, go over the terms with the
customer, ask them if they have any questions, and at the end ask them to sign the
key points and sign the box on the back of the stub and/or on the terms and
conditions.
Not only is this process compulsory, but by doing so you will avoid any confusion
later on, avoiding refunds and keeping more of your hard earned cash.
If anything negative does ever arise and a customer calls you to complain, all you
need to do is refer them to the back of their tickets where they have signed the
boxes and politely remind them of your conversation.
TOP TIP: Develop your consolidation words and use the same words every time
you consolidate. This way when a customer calls with any issue, you can simply
repeat the words you said when making the sale. This should trigger their memory,
especially if you use the exact same words as you did when you sold them the
tickets

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Taking Payments
Making honest sales and collecting payments is what your business is founded on.
Therefore its vitally important that you collect payment and secondly that you
ensure you are accurate in collating the customer information. Mistakes in taking
payments will cost you the sale painful!
There are a number of ways we can collect payment from a customer. These are:
Credit Card
Debit Card
Personal and Company Cheque
Cash
Post Date Payments
TOP TIPS: You are doing an amazing job so far. Master these last few steps and you
will have passed your training criteria and can move onto your next training
manual.

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Credit Card Payments

If you have agreed to use IPGs banking facilities (it will cost you 2 per book) then
you can accept the following cards:
WE ACCEPT
WE DO NOT ACCEPT
American Express
Visa/MasterCard
Diners Club
Switch
Cash Cards
Solo
Visa Electron (you cannot

rub down these cards hand
write the details on the credit card
slip)
Maestro
When taking credit card transactions most people rub down the customers details
on the credit card slips, if they do not have access to a mobile PDQ. These slips are
impregnated with carbon so that you can rub peoples details from their cards.
Grab yourself a credit card and place it under the slip so that the raised card
information sits underneath the top left corner of the slip. Hold the slip securely on
to the card with your thumb and forefinger. Take a smooth, rounded object (a
smooth pen lid is ideal) and rub gently over the numbers and as if magic, the details
will appear. If the details are not coming through then rub a bit harder. DO NOT rub
too hard as this will spoil the credit card slip by making the numbers unreadable.
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Remember, the carbon gets darker with time, what is light now, will be dark in 5
minutes.
All transactions MUST be done this way, as the bank does not accept hand written
transactions (except Electron), which in return means that we will not be able to pay
out commission.
Fill out all the details on the credit card slip and most importantly, put their phone
number on it so that you can call them later if required, as well as your initials.
You will be charged a 2 fee per book by IPG for processing your credit card sales
through their bank account, so if you want to recover this from your customer then
you should remember to charge the customer this charge when they buy.
Everybody understands that there are charges associated with using cards these
days and the 2 is used to cover fraudulent transactions, charge backs, bank fees and
IPG staff who are hired to deal exclusively with VIP credit cards and cheques.
The 2 is charged per book so if you sell 3 books of 10 tickets each the charge would
be 6. If a person really refuses to pay this charge, it may be an idea to pay it
yourself so that you get the sale.
TOP TIP: Dont push to hard for cash!

Push for cash and loose the Rehash
TOP TIP: Before leaving the office take a minute to write the regions merchant
number on the slip. This will save you time when making your sale and it will look
more professional.

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Personal or Company Cheques

If you have agreed to use IPGs banking facility it will cost you 2 per book, you can
have your customer make a cheque payable to IPG. This is the least preferred
method, if it is the only form of payment available you must get as many of the
company details or customer details as possible in case it bounces. Remember that
cheque guarantee cards are no longer used in the UK, so you do not need to ask for
one.
Cheque Checklist
Cheques made payable to IPG
There is a 2 charge for using cheques so the amount is 61.99 x number of
sales
The cheque is signed
The reverse should have the following if a personal cheque
o Their contact phone number
o Their name
o Your name
o The tracking code
The reverse should have the following if a company cheque
o Company name and name of person signing
o The address and phone number of the company
o Your name
o The tracking code
You will be charged a 2 fee per book by IPG for processing your cheque sales
through their bank account, so if you want to recover this from your customer then
you should remember to charge the customer this charge when they buy.
Everybody understands that there are charges associated with using cheques these
days and the 2 is used to cover fraudulent transactions, charge backs, bank fees and
IPG staff who are hired to deal exclusively with VIP credit cards and cheques.
The 2 is charged per book so if you sell 3 books of 10 tickets each the charge would
be 6. If a person really refuses to pay this charge, it may be an idea to pay it
yourself so that you get the sale.

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Post Dates
There are only two ways a sales person will use the Post Date form. The first is when
you think the person might say no if you ask them for money now; the other is
when you have exhausted every other method of getting them to buy now. The
former will cost you sales and the latter will help you to sell more.
When to use the post date form
When closing, you should ask them to fix you up using cheque, cards or cash, we
even accept Visa Electron! If all these options are not available, get them to call
their mates/parents for their cards. When you have exhausted all avenues ask them
the question,
Option 1
We both know that you really want to get these tickets, and the
only problem is that you cant get hold of the money now. Is that
the only thing stopping you?
They will say Yes which means that they have committed to buy
when you solve their problem.
You say alright, what I can do for you is make a post date
payment, I will take your details and put it through when you get
paid. What day do you get paid on?
Option 2
If the customer has no money available or they are waiting for payday, you
reply: Thats not a problem, all you do is fill in an order form and well just
process the payment at a later date
If you make this sound trivial and easy it should work every time, youre likely
to hear something like this: oh really, how does that work? Then just follow
the normal post date procedure.
Remember that you cant process the payment until the day your customer has
signed for and agreed for so make sure that you have written it clearly on the top of
the manual credit card slip then take the rub down as normal. If the payment does
not go through on the day that you have agreed simply call the customer and try to
discover what might have gone wrong and find a solution.

20
Tracking Number
Your tracking number is used to keep track of your sales. It is vitally important as it
links your customers to you. IPG has introduced the requirement for Tracking
Numbers as a means of ENSURING that people selling the VIP tickets do so in an
ethical manner (i.e.: tell purchasers EXACTLY how the offer works, and not mislead
them).
If a person to whom you have sold tickets complains that you misled them, then you
will be expected to resolve that complaint. If you cannot resolve the complaint then
you will be expected to refund that customer. If you do not refund the customer
then IPG will give the customer a sum of money equal to that which he/she seeks,
and then will seek to deduct it from your account. Repeated or deliberate
misrepresentation will result in IPG ceasing to sell you tickets. No matter how much
you want the sale, you must NEVER mislead anyone. Do be aware that many
members of the public will need the offer explained to them VERY SLOWLY before
they understand.
IPG has no evidence that anyone selling the VIP tickets has ever misled a customer,
but several people have made these (unsubstantiated) complaints. It may be that
these people were simply whiners, compensation hounds or liars but for your
protection and ours, we have taken the prudent step of introducing Tracking
Numbers and requiring our customers (i.e.: you) to refund their customers if any
problem arises. Happy customers are good for everyone!!! Around 200,000 people
play using these tickets every year, so a few complaints are unavoidable but lets
keep to them to a minimum and resolve them as quickly as possible.
The signature strip follows an Office of Fair Trading approved declaration if
customers sign this they are bound to the terms and conditions of the offer provided you havent misled them by saying something else.
A Tracking Number is simply the date the sale is made, together with your initials
and the sequence of sales made that day.

21
All tracking numbers use your initials; these need to be 3 letters long so if you dont
have a middle name, then its your time to add in that name youve always wanted.
Introducing Bambi, Prudence, Sylvester, Brandy, Summer or any other name that
takes your fancy.
For example if today is 23rd April 2011, your initials are NDR and it is your third sale
of the day, then your tracking number will be NDR23041103.
If you sell two tickets to the same person then the second set of tickets would be
NDR23041104.
When you are consigned more tickets from IPG you will be asked to hand-over the
stubs of the old tickets (and these will carry your tracking number, and the details
of your customer).
Well done! You have completed your first day!

22

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Training Manual 1

IPG Success System

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

Your Observation Day Explained

TOP TIP: The secret is in the doing, not in the knowing.

IPG SUCCESS SYSTEM April 2012 version

E_____Eye contact is important in gaining the customers trust. The eyes

X_____Excitement is infectious. If you are excited about paintballing and

IPG SUCCESS SYSTEM April 2012 version

The five steps are as follows:

Who are you?

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

HOW TO SHORT STORY

IPG SUCCESS SYSTEM April 2012 version

use them at different paintball sites

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

Credit Card Payments

Visa Electron (you cannot

TOP TIP: Dont push to hard for cash!

IPG SUCCESS SYSTEM April 2012 version

Personal or Company Cheques

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

IPG SUCCESS SYSTEM April 2012 version

Well done! You have completed your first day!

IPG SUCCESS SYSTEM April 2012 version

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