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Managers Course: Customer Engagement and Up-selling Strategies/Skills A BIAZA certified CREW Training Course

13 May 2019 @ 10:00 - 15 May 2019 @ 17:00

£345 – £395

The programme enables skills understanding and development with the ability to develop ‘pan-site strategies’ culminating with participants creating their own engagement strategies, standards and ‘Engagement Maps’ for immediate application in their specific attractions environment.

Course Content
Day 1: One-to-one engagements and up-selling
This day explores the skills and confidence to approach and engage your guests in one-to-one conversations; providing service excellence, enhancing experiences, orchestrating visitor flow and enabling easy, effective and relaxed up-selling. This provides the bedrock from which your whole team can really start to make a difference to both your guest experiences and your bottom line.
Great for use at admissions, counters, kiosks, shop floors and all customer-facing roles.

  • Guest engagement philosophies
  • Communication confidence
  • Meet and greet
  • Understand and adapt
  • Directing and orchestrating guests
  • Creating bespoke experiences
  • Leafleting and guidebook skills
  • Product, event/service promotion
  • Thanking and creating lasting impressions
  • Application Development

Day 2: Small Group Engagements Strategies and Skills
This day allows participants to explore examples of ‘Small Group’ engagement formats in conjunction with the visitor engagement strategies. A range of vocal and physical techniques are explored that will enable them to enhance their small-scale public ‘communications’ for use in a variety of settings. Participants will explore how to use these to increase dwell time, satisfaction and secondary spend/donations. Great for street marketing, queue busking, site engagements, welcome events, conferences, fairs and festivals.

  • Crowd gathering techniques
  • Interactive introductions
  • Nurturing audiences and engaging all types of learner
  • Interactive presentation techniques
  • Product/prop handling techniques
  • Mini events and ‘street marketing’
  • People management skills
  • Effective promotion techniques
  • Effective group up-selling
  • Application Development

Day 3: Talks, Tours and Up-selling Strategies and Skills
The final day explores the presentation formats and skills to interact with larger audiences in creative enjoyable and exciting ways. This increases access to messaging, information and products; extending dwell time, enhancing experiences and marketing your site at outside promotional events. These techniques will allow the staff to gather, excite and engage larger groups of guests with memorable talks, tours and events and culminates in the development of Visitor Engagement Strategies, Standards and ‘Maps’: enabling participants to walk away with practical ‘to do lists’ for immediate application.

  • Audience address skills
  • Interactive introductions
  • Memorable messaging strands
  • Engaging all learners
  • Advanced audience interactions techniques
  • Volunteer selection, user and care
  • Vocal and physical range techniques
  • Audience control techniques
  • Application development, rehearsal performance and direction

Practical Application: Strategies and Skills
Throughout the course the CREW team give participants the help, advice, examples and time to explore, design and develop practical post course application ideas so that they can return to their institutions with strategies for immediate application and implementation.

To make a booking: email [email protected] (link: https://crewtraining.uk.net/contact/ ) or telephone +44 (0) 208 567 4414.

GEM members attend at discount rate!


13 May 2019 @ 10:00
15 May 2019 @ 17:00
£345 – £395
Event Category:
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Booking URL
Management & leadership
Competency level


Knowsley Safari Park
Prescot Merseyside L34 4AN + Google Map

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