Inspiro's Presentation by SLML

Rapport 3 min
WELCOME TO
WHAT ARE
YOUR
HOBBIES?
RAS ACTIVATION
TODAY IS AN AMAZING DAY!

I AM A SUPER CHAMPION
MY ENGLISH IS THE BEST
TODAY I GET HIRED!
7 MIN
HOMEWORK CHECK
10 PHRASES PER DAY
COACH, DO NOT AUDIOS
FORGET TO CHECK
TEACHABLE PROGRESS ALARMS
ACTION PLAN
MENTAL TRAINING!
I GET HIRED!
I AM A SUPER CHAMPION!
CALL CENTERS ARE WAITING FOR
ME!
I AM SMART!
I CAN DO IT!
5 MIN - DPCP
WARM UP!
What is the mission of Inspiro?
To cultivate client relationships by

treating each customer as royalty.
To retain our most important asset –
our people, by enriching their lives
through unparalleled opportunities.
GRAMMAR REVIEW 10 MINUTES
REPORTED SPEECH
Reported speech puts

the speaker's words or
ideas into a sentence
without quotation
marks.
Now, your examples:

RAS ACTIVATION
I GET HIRED!
MY ENGLISH IS GETTING BETTER
AND BETTER.
TELL 3 DIFFERENT PARTNERS:
“CALL CENTERS ARE WAITING FOR
YOU”
Speaking Activity Answer to the question, using reported speech. 20 MINUTES
Coach, apply DPCQ, pass 2 students,
What were you told in your

last interview?
30 seconds / 12 sentences / 0 mistakes
MENTAL TRAINING!
I GET HIRED!
I AM A SUPER CHAMPION!
CALL CENTERS ARE WAITING FOR
ME!
I AM SMART!
I CAN DO IT!
Grammar Test Answer to the grammar test and then share your 5 MINUTES
answers. Coach, apply DPCP.
1.'I'm really tired' ⇒ She said that she _____ really tired.
a.is b.has been c.was
2.'I don't want any trouble.' ⇒

He told me he _____ any trouble.
a.didn't want b.hasn't wanted c.hadn't wanted
3.'I'll be at home all afternoon.' ⇒ She said she _____ at home all afternoon.
a.was b.'d be c.'d been
4.'I love my family.' ⇒

He told me that _____ loved _____ family.
a.I / my b.you / your c.he / his
5.'I haven't seen Tom.' ⇒

She told me she _____ Tom.
a.hadn't seen b.haven't seen c.didn't
RECOVERY 10 MINUTES
50 MINUTES
ROLE PLAY PRACTICE
Coach, explain Inpiro’s role play and make trainees
practice.
Step 1- “Thank you for calling Go-Events Specialty Team, my name is ____” May I have your
name please?”
Step 2- Greet the customer and address them using their first or last name and ask for the
concern. Step
Step 3- Express your willingness to help and verify the following: (use the billing image
below to make sure that the customer details are correct).
 Email address  Current Address  Contact Number
Step 4- Repeat the customer’s details and ask for the specific concern (ask necessary
questions if needed).
Step 5- Repeat or paraphrase the concern to check the understanding of the customer's
issues/questions.
A. If No or incorrect, politely ask for additional questions to understand the concern or

issue.
B. If Yes, then use the image below and explain/answer the customer’s concern. Please
take note that the customer might ask multiple questions.
Step 6. Verify if you were able to answer the customer’s concern
A. If no, ask more questions to resolve the customer's concern.

B. If yes, ask the caller if they have additional concerns and use the FAQ details below.
Frequently asked questions:
Cancelations:
Q: Why was the event canceled?

A: Event cancellation depends on the event's organizers depending on different reasons.
(check the notes/reason for cancelation and provide the exact reason to the customer.
Advise the customer that the amount will be refunded back on their account within 3 to 5
banking days
Payment:
Q: How can I pay?

A: you may purchase the tickets online. Go-events accepts the following mode of payment. o
Credit card o Debit card o PayPal o Venmo o If the customer cannot access the website,
please advise the caller to call 1800-6657899
Tickets:
Q: Are you going to mail my ticket?
A: Go-Events will email the virtual ticket after your purchase, you have an option to print it or
save the data on your phone
Pricing Change:
Q: Why did the ticket price go up from the last time I checked it from your website?
A: Ticket pricing is subject to change depending on the event's organizers, however tickets
that are purchased before the price change will not be affected.
Step 7. Verify if you were able to answer the customer’s concern
A. If no, ask more questions to resolve the customer's concern.

B. If yes, Read the general reminders below
Step 8. Ask if the customer was able to understand the reminders and ask if they are
ready to book the ticket (wait for the customer to say Yes) ask the following details:
 Name that appears on the credit/debit card (name should be the same as the caller)
 Credit and debit card information (read the last four digits of the card number for
verification)
Once done remind the caller of the following:

 Total purchase (amount)
 Name of the event/s
 Time date and location
Step9. End the call using the closing spiel "Thank you for calling Go- Events and stay
safe!"
TIME TO PRACTICE!

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Rapport 3 min

TODAY IS AN AMAZING DAY!

To cultivate client relationships by

Reported speech puts

Now, your examples:

What were you told in your

2.'I don't want any trouble.' ⇒

4.'I love my family.' ⇒

5.'I haven't seen Tom.' ⇒

 Email address  Current Address  Contact Number

A. If No or incorrect, politely ask for additional questions to understand the concern or

A. If no, ask more questions to resolve the customer's concern.

Frequently asked questions:

Q: Why was the event canceled?

Q: How can I pay?

A. If no, ask more questions to resolve the customer's concern.

Once done remind the caller of the following:

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