AdventuresUnleashed_MNGT182

CREATIVE SALES TRAINING MANUAL
Creative Sales Training Manual
Team Members:
Bethany Atwood
Danielle Erickson
Maria Guidi
Jaycee House
Anthony Kovach
Kimberly Stachowski
Adventures Unleashed

Table of Contents
Introduction 1
Mission 1
Vision 2
Manual Objectives 2
Customer Market 3
Target Market 4
Identifying Potential Customers 4
Customer Needs 5
Personalities and Behaviors 5
Product Offerings 6
Communication 8
Forming Relationships with Customers 9
Positioning and Placement 9
Successful Selling 10
Sales Personality 12
The Selling Foundation 14
Trust-based Sales Process 15
Initiating Customer Relationships 16
Developing Customer Relationships 17
Enhancing Customer Relationships 18
Increasing Value with Teamwork 19
Conclusion 21
Works Cited 22
Appendix A 23
B 24
C 25
D 26

1
Introduction
Imagine this: you are 14,000 feet above sea level, the sun is shining in your eyes and
reflecting off the pure white snow on Mount Rainier. Your footsteps tracing over the thousands
of other footsteps from the last 9,000 years of human history. (Service, 2015) You feel the
exhilarating wind through your hair, the view from the mountain top looks more like a page
ripped out of a National Geographic Magazine more than it does real life. Your memories of the
steep hills and your burning calves from intense physical activity, suddenly fade away at this
breath-taking view. You take in the full moment and it is a moment you could never forget.
Here at Adventures Unleashed, this is the kind of experience we thoroughly aim to
provide our customers with. We want to show them what the Pacific Northwest is all about from
every nook and cranny, to every mountain top. There is no better way to appreciate this life and
the beautiful world around us than going out in nature and exploring it firsthand.
Mission
Adventure Unleashed began with the simple intention to provide the inhabitants of the
Pacific Northwest with the experiences that we as founders have all experienced. We have
climbed the mountains, hiked the trails, bungee jumped, kayaked down the frigid waters, and
experienced everything our customers will have the opportunity to experience. Our goal and
mission is to provide our customers with the best breathtaking ways to experience the Pacific
Northwest.
To keep Adventures Unleashed focused on this goal, we keep our eyes on the mission
statement to guide our thoughts, decisions, and efforts.

2
MissionStatement:
To create astounding experiences that enrich lives and cultivate relationships through
the beauty and boldness of the great outdoors
Vision
Adventures Unleashed is a company that wants to expand their horizons and help
everyone become more acquainted with the outdoors. Starting with our store in Graham, we want
to expand across the Pacific Northwest. First adding more stores in the South Sound, then
gradually moving outward based on the need for outdoor adventure and education. Adventures
Unleashed will open up more storefronts in areas where the people are eager to get outdoors and
learn more about all it has to offer. Once we have a hold on our stores in Washington we will
gradually open up more stores in our neighboring states such as Idaho and Oregon. When setting
up these stores we will be using information and market analysis to choose our locations.
Vision Statement:
To awaken and revitalize the lives of others for personal growth and achievement through
powerful experiences that challenge you mind, body, and spirit.
Manual Objectives
The objective of this manual is to provide you with the knowledge you need to become a
successful salesperson at Adventures Unleashed. We believe that it is our responsibility to
provide individuals and groups with the highest level of trust and customer service all while
experiencing the outdoors like never before. To accomplish this goal we depend on you to use

3
this information you will learn, apply it to the job, and continually strive excellence. Throughout
this manual, you will learn:
● Our vision: what we expect to be in the future, where we are going in our business and
our vision statement plan that will get us there when executed.
● Who our market is and what they need
● The products and services we offer
● How our products meet customer needs
● How we add value
● Customer communication: how we form meaningful relationships with our customers
● Our beliefs on the Principles of Successful Selling: effective communication, active
listening, understanding and identifying customer needs, and creating trusting
relationships.
● Sales personality: how we will improve selling based on your selling personality
● Selling foundation: trust and ethics, our code of conduct
● The trust based sale process: initiating, developing, and enhancing customer relationships
● The value of teamwork
Customer Market
To better serve our customers at Adventures Unleashed we need to assess who our
market is, how to identify them, what their needs are, and what their personalities and behaviors
are. The following section will help you understand these assessments and give you valuable
information necessary to selling success.

4
Target Market
Adventures Unleashed’s target market will be centered on individuals with active
lifestyles who wish to either by our products or travel on adventures offered your company. Our
services are priced at a level that sets us apart from the competition and will allow a wider range
of customers to be served. These customers are most likely to be families seeking the guidance
and adventures that our company offers. Adventures Unleashed will be targeting individuals and
groups of all ages, family structures, and incomes. We estimate that about half of our members
will be married and the other half will be single looking to go on our tours with other energetic
individuals. Our main focus is to attract a diverse group of people looking to experience the
Pacific Northwest in new, exhilarating ways. To see a diagram of the target market segments
look to Appendix A.
Identifying Potential Customers
To identify customers Adventures Unleashed conducts market surveys, market analysis,
and market research. Adventures Unleashed surveys the market and has identified key aspects of
the adventure industry that have been overlooked. Our membership based services allow us to
market our tours and products to potential customers in a way that opens the door to a larger
customer base. An example of this are customers seeking adventures that will provide the gear,
transportation and support necessary for a great outdoor experience. Our retail business will
focus on individuals looking to invest in the necessary gear, which will allow them to explore all
avenues of recreation and a one-stop shopping experience. The goal of our company is to attract
potential customers seeking planned outings and offer them services that will meet their needs.

5
All of the outings will be tailored around the four seasons of the year. This opens the door to
families and singles to plan vacations year around.
Customer Needs
Adventures Unleashed has recognized that there is a growing need in families and single
individuals looking to explore all of what the great state of Washington has to offer. As a
company we’ve observed that some individuals will be looking for basic training and the
opportunity to go on an adventure without all of the expenses that are involved with purchasing
the gear for every type of adventure. Adventures Unleashed also understands there are needs in
the industry for a company that will supply all of the equipment, clothing and supplies to a
membership-based group of consumers in a way that builds trust and confidence in our
customers. Fulfilling all of the outdoor needs in one location allows us to stand out in the
industry. Through understanding the needs of the market, you the salesperson will then be able to
discover the individual needs of each customer and develop a need solution through customer
surveys and sales dialogue.
Market Personalities and Behaviors
As a company we recognize that there is a wide range of individuals with varying
personalities and behaviors. Outdoor recreation consumers are primarily made up of individuals
who are health-conscious. They also wish to explore the great outdoors with other happy and
energetic individuals in a way that builds relationships and lifetime memories. Our market also
includes consumers with adventurous personalities that enjoy taking risks, being challenged, and
exploring their talents. There are also groups of individuals in the target market that seek to be a
member of an organization that fills the need for acceptance and a place to meet people that have

6
the same things in common. By creating a club like atmosphere our company opens the door to
like-minded groups of individuals and corporations looking to link together and explore the
outdoors through our tours. Some of the usual behaviors our customers’ exhibit are:
 Doing activities that promote health and wellness
 Takes part in tough, physically challenging activities
 Enjoys outdoor social time
 Seeks for the feeling of belonging to a group with similar desires
 Values nature, relationships, and safety
By understanding these personalities and behaviors you will be able to better identify and
serve our customers. It is important to Adventures Unleashed that you continually seek to build
stronger relationships with current customers and form new relationships with prospects by
getting to know them, what they need, and what makes them tick. (The George Washington
University, 2010)
Product Offerings
Customers have the opportunity to visit Adventures Unleashed at our main location in
Graham WA or online at https://adventuresunleashedwa.com. Our base store offers a large
variety of sport and recreation equipment for sale; the store also offers a host of other goods such
as apparel, food, and children’s novelties. Both members and nonmembers have the opportunity
to purchase Class and Adventure Passes from our main customer service desk located within the
store.

7
The “Class Pass” can be used to reserve a seat in one of Adventures Unleashed hands on
“Safety in Recreation” classes. Classes vary in length and location relative to their content. Our
safety courses include Northwest Nature Survival Strategies, General Survival Strategies,
Camping 101, Hiking Essentials, and a host of other in-depth recreation safety courses for
specific activities such as kayaking and rock climbing.
Adventure Passes grant the customer a reservation and access into one of Adventures
Unleashed’s unique adventure experiences. Adventure Passes can be purchased for activities
such as biking, kayaking, hiking, paddle boarding, white water rafting, river tubing, parasailing,
zip lines and much more. Some passes are only available during certain months or seasonal
conditions can vary in price. Each of our adventures are hosted and guided by trained
professionals that are there to answer any questions or concerns and ensure our guests have both
a safe and exciting adventure. Each pass includes the equipment needed for the adventure with
the exception of perishables; all equipment will be signed out on the day of the adventure. Guests
will also be given pre-adventure packet when they purchase an adventure pass. This packet
contains an itinerary, guidelines, tips, and a ‘what to bring’ checklist to prepare them for a
successful experience.
The consumer also has the option to purchase additional or specialized features for some
of our adventure passes including, but not limited to, GoPro video packages, themed hikes, and
Kids Club exclusives.
Adventures Unleashed offers comprehensive memberships in three, six, and twelve
month increments that range in price from 25 dollars for the basic three month membership, to
20 dollars for the six and twelve month packages. As an added bonus for purchasing a twelve

8
month membership customers will be given one free adventure pass that remains valid for the
duration of the membership. It can be used in exchange for any adventure that has a customer
copay of less than or equal to 240 dollars (or the current price of a yearlong membership).
Memberships of all durations give the member access to periodic discount prices
throughout the store as well as online purchases and adventure passes. The member only sales
will be announced through a mail bulletin that Adventures Unleashed will send out each month.
The customer also has the choice to receive the bulletin electronically through email or within
Adventure Unleashed IPhone and Android IOS applications. These applications can be found
within the Google Play and Apple stores.
Customer Communication
In communicating with customers, there are some important things to practice: active
listening, body language awareness and building trust-based relationships. Active listening
requires you to interpret and evaluate what is being heard and responding accordingly. Body
language is another thing to pay close attention to. A customer might be saying one thing but
their body is saying something totally different. The customer may also be picking up on your
body language as well. You must always be friendly and approachable to a customer. Crossing
your arms is an example of a way to look closed off and distant therefore, you should keep your
body open and upright to communicate attentiveness and confidence.
Attitude, trust, and sales ethics are some of the biggest factors in forming trusted-based
relationships with the customer. The customer must feel like you are always willing to help them
with anything. If you have a friendly and caring attitude it will go a long way in forming
relationships. A customer first has to feel like they trust our company and employees before they

9
will partake in an adventure. Always being open and honest about our adventures and not
downplaying the expertise level of our company is a good way to demonstrate sales ethics. To
the customer, we are the experts and must communicate that accordingly.
Forming Relationships with Customers
Forming relationships with customers is one of the most important things you will do on
the job. Creating new customers and keeping existing ones is essential to day to day business at
Adventures Unleashed. Without our customers we would not be the company that we are today.
There are several ways to make sure that you are forming the right relationships with customers
and making sure that it will last a life time. Communication is the biggest contributor to building
and maintaining a customer base. In these next sections you will be given some powerful
information about the customer thinking, communication, positioning, and placement to help you
navigate customer relationships.
Positioning and Placement
Positioning refers to where the brand or company image is located in a customer’s mind
relative to our competitors. (Dictionary, 2015) The more unique and valuable we are, the better
the position. Adventures Unleashed wants to be the first company a customer thinks of when
they want to enjoy an outdoor adventure or the first organization a company thinks about when
trying to improve the teamwork and morale of their company.
To position ourselves above the competition we focus on the value the company has to
offer. Using value propositions during sales dialogue will work to capture the customers’
attention. For instance you could say, “Adventures Unleashed can provide you, your friends, or

10
your family, with amazing experiences that take your breath away and renew your spirit from the
monotony of life.” This show the added value and the need it solves. (Armstrong, 2015)
Other forms of positioning are called placement. Placement is how we will communicate
with customers to advance our positioning. Most of the placement of our brand and products will
be done through the marketing team. You will be involved in placement through personal
interaction with customers. The marketing team will provide you with brochures, promotions,
and other tangibles to offer the customers. This puts our logo, brand, image, and information into
the hands of the customer. The more they see it, the more they will think of us, and the more
likely it is they will return. Now that you understand your role in communicating with customers,
now it’s time to learn how you can be successful at selling.
Successful Selling
Adventures Unleashed defines successful selling as the formation of a long-term trust-
based relationships, between our company and individual consumers, through honest interactions
that translate both the value of our company as well as the needs of the consumer. Successful
selling has deep roots in trust-based sales relationships and it is the goal of Adventures
Unleashed to form positive relationships with all of our customers.
It is the expectation that the sales force representing this company will have a great deal
of knowledge about products and services that we offer as well as a comfortable customer
oriented demeanor. Likewise, our salesforce is expected to be dependable and of course, honest
and upfront. These characteristics are some of the key elements in building trust with our guests.
It is imperative that trust-based sales communication be defined by open two-way
communication between our sales professionals and the guest. Communication can be verbal,

11
such as strategic questioning, or nonverbal cues such as body language. Strategic questioning can
come in the form of open-ended, close-ended, multiple choice, probing, evaluative, and strategic
questions. Questioning techniques such as the SPIN or ADAPT questioning systems can also be
utilized. The SPIN questioning system is comprised of situation, problem, implication, and need-
payoff questions. See Appendix B for a script example of SPIN questioning. These questions are
sequential in order and are designed to identify the customers’ situation, needs, and then help
them see the value our solutions can add. The ADAPT questioning system, on the other hand, is
comprised of assessment, discovery, activation, projection, and transition questions. As in the
SPIN questioning system, ADAPT questions are presented in a specific order and are designed to
assess the customers situation, discover their needs, highlight the negative aspects of their
current situation, paint a picture of how we can help, and confirm interest. Look to the Appendix
C for an example script of ADAPT questioning to use in sales dialogue.
Asking thoughtful questions will help to gain a better understanding and identify our
customers’ needs and wants. However, it is imperative that our sales professionals be proficient
in the art of active listening if they wish to fully grasp the customers’ needs. Active listening
involves paying very close attention and trying to visualize what the customer is saying. In
addition, the sales professional must not make assumptions and always encourage the buyer to
talk. Paraphrasing the customer’s words and monitoring their nonverbal signals can help insure
that the sales professional received the intended messages sent by the customer.
The SIER hierarchy of active listening can help a salesperson to identify the true meaning
behind a customer’s messages. The SIER hierarchy is comprised of sensing, interpreting,
evaluating, and responding to messages. First, a salesperson must sense and interpret what the
message could mean through both verbal and nonverbal cues sent by the customer. Then the

12
salesperson must evaluate how much of the message is fact and how much is based in the
customer's opinion. Finally, the salesperson must respond accordingly to insure the customer
knows they understand the message. (Ingram, Communication Skills, 2015)
Sales Personality
A sales personality is a collection of behaviors, preferences, and characteristics that help
the salesperson effectively communicate and capture customers. Keeping your personal selling
type and the personality of your customer in mind will help you become a successful
salesperson. It’s important to know your selling personality and how you can best use it to your
advantage with customers. During your training, Adventures Unleashed will have you complete
a Sales Personality Quiz to determine your selling personality and sales behaviors. Following the
quiz you will also learn about customer personalities and how to use your personality to
complement the transaction with the customer. In addition to gaining knowledge, you will also
attend Sales Dialogue Training which will give you the opportunity to role play and practice
these transactions utilizing what you’ve learned about personalities. Below are some of the
common sales personalities and their descriptions.
The Alpha: The Alpha sales personality is the most competitive and assertive. Often this
personality is seen at “the closer” because they consistently have their eyes on the finish line.
This makes them great for high stakes companies seeking a competitive edge and high volume,
but may not be suited for small businesses that are more customer-oriented.
The Rationalist: The Rationalist is one who devotes their time to show a customer the logical
explanation behind a need and how the product fills the need. These salespeople pride

13
themselves in be knowledgeable but also humble. This personality is suited best for small to
medium businesses with one-on-one customer interaction. Cold calling is not their forte.
The Schmoozer: This personality is often one you see in hands-on selling because of their
gregarious spirit and ability to “talk your ear off.” The schmoozer has an uncanny ability to be
sociable, talkative, and energetic. These attributes come in handy for extrovert customers but
may not be a pleasurable experience for quiet, solitary customers.
The Natural: The Natural is gifted in a way that selling just comes natural to them. They have
good flowing communication, knowledgeable, masters of loyalty, and quickly earn customer
trust. This sales personality is best suited for a company that strives for synergy and cooperation.
However, managers may have to occasionally “rein them in” because they feed on their own
creativity and may venture off from policy.
The Survivor: The survivor is the least favored sales personality by management. They are
dependable and limit risk but lack the drive to do more. Their consistency and knowledge help
them retain customers and build new relationships. This may work in some situations where
quotas are not enforced but this personality could improve by increasing motivation and
becoming driven.
Each of these selling personalities has positives and negatives. The important part is
understanding which one you are and the others listed to be able to understand your preferences
and having the ability to flutter over to another personality if the situation calls for it. As
discussed before, customers also have personalities and it is our job to make our personality
compliment theirs to gain the customer-seller relationship. Just remember to do so with honest
and integrity, fake salespeople are undesirable. (Davis, 2015)

14
The Selling Foundation
The foundation of selling is a base of trust, ethics, and integrity. These 3 factors must be
observed, portrayed, and upheld. We begin with first discussing trust and ethics. Following that
you will learn how Adventures Unleashed upholds integrity through a Code of Conduct.
Trust and Ethics
Ethics in business are ethical standards consisting of the right and wrong behavior of all
individuals that are a part of an organization. Professional ethical standards are modeled from
society standards. The American Marketing Association has put together a code of ethics model
for professional organizations to follow. Sales and Marketing Executives International also has
established a minimum set of requirements for professional standards. For example, professional
salespeople can undergo a 20 to 30 hour certification process which outlines the ethical standards
that the professional salesperson pledges to adhere to.
Adventures Unleashed is a company that has established its ethical practices based on the
values of society and the values of the founders. We require all employees to adhere to the
ethical Code of Conduct Standards established by the Sales and Marketing Executives
International. Our mission is to honestly market our products and adventures in a way that will
build trusting relationships based off the integrity of our corporation.
Code of Conduct
The Code of Conduct for all employees is based off of the values set forth by Adventures
Unleashed and is inflexible. All employees are required to respect others and maintain
confidential practices of our company. All employees are required to raise concern when and if

15
they feel that they may be acting unethical, or someone else in the corporation may be acting in
an unethical manner. Employees should not fear reporting possible violations. These reports help
to maintain the integrity and ethical standards of our corporation. Trust Builds Values in
Business and Ethics Programs, states, everyone who supports the business, supplies products and
sells on the company’s behalf is an extension of an organization. To be a truly ethical
organization, everyone must be held to the same high standards. (Hewson, 2015) Following the
standards and values will help to build trust within the organization and the individuals seeking
the services our company.
Each individual that makes up the organization comes into the workplace with their own
set of challenges, strengths and weaknesses. By following unified code of conduct based off of
the norms put in place by the groups and communities will help to create a unified set of values
that will help to bring balance to the organization. Adventures Unleashed believes that by
following this set of standards we will ensure that our customers, investors and competition will
see our company is one with high integrity. An established code of conduct also helps to build
the roadmap that identifies the proper chain of command to handle any and all matters that may
arise in the organization.
Trusted-based Selling Process
Now that you understand the foundation for effective selling you will learn how to
complete the trust-based selling process. There are three steps to this process and each step is
described below in detail. Building trusting relationships and following these steps will ensure
that the customers of Adventures Unleashed receive consistent and rewarding experiences every
time we interact with them.

16
Step 1: Initiating Customer Relationships
To initiate customer relationships we first begin with strategic prospecting. Strategic
prospecting is a process that identifies, qualifies, and prioritizes sales opportunities with
customers. The marketing department at Adventures Unleashed will provide you with lists of
potential customers, current customers, and old customers that have been inactive in their
memberships. Using this information you can begin qualifying prospects and prioritize them by
the likely hood of successful transactions. You will do this by comparing the prospects against
our ideal customer profile. Those who match the profile the closest will be the best sales
prospects and you will then begin assessing each prospect’s situation.
To assess the prospects situation you will do research to develop your knowledge on the
customer prior to contacting them. New customers will complete a survey collected by the
marketing department and you will use this survey to assess their situation. Current or old
customers will have membership profiles in the Company Membership Database that can also be
utilized during this stage of the process.
Once you have gathered information on the prospect you will then have some
understanding of their possible needs. As you learned earlier in this manual, each customer has
different needs and desires, so you must find solutions for those needs to capture the prospect.
You will compare what we offer to what possible needs the prospect has and create a list of
possible solutions for the prospect.
Now that you know who you prospect is and what they might need or desire you can
begin developing sales dialogue. The sales dialogue will be created from the collection of
information gathered: the customer profile, sales call log, and marketing surveys. You will take

17
this information and create an organized sales dialogue by completing a form called the Dialogue
Template. The template will assist you in critical thinking and dialogue planning by addressing
important subjects related the transaction. Once this form is complete you will be ready to
develop the relationship and increase customer-salesperson interaction. This form is only to be
used as a template for sales dialogue and presentations not a canned script. It is important that
our salespeople are prepared, but not as sales robots.
Developing Customer Relationships
The next step of the Trust-based Selling Process is to develop the relationship with the
prospect or current customer. As described earlier, the Dialogue Template will be used to engage
prospects. Often in the business-to-business transactions at Adventures Unleashed, the prospect
will require a presentation at the customer’s location. The presentations are a perfect chance for
you to engage in interactions and build the relationship. Using the Dialogue Template you
completed, you will plan your presentation. During this presentation, Adventures Unleashed
wants you to be professional, personable, knowledgeable, and customer oriented. If you are not,
the presentation results will be negative.
The goal of the organized presentation is to create and validate customer value which will
create the opportunity to earn a commitment from the customer. The following sections are to
help you understand these goals and how to achieve them.
Creating Customer Value: Customer values are both the desired and perceived values a
customer places on a product or service. Value is the difference between what the customer
receives and what they give in return. The higher the customer value, the more likely they are to
make the exchange. To raise customer value you must help the customer understand their needs,

18
make appropriate offerings, emphasize the confirmed benefits, and use value propositions to
confirm the value.
Earning Customer Commitment: For the customer to make a commitment with Adventures
Unleashed, they need to feel they can trust us, their needs are being met, and the value offerings
are high. To ensure this, Adventures Unleashed wants you to use BLAST during the sales
dialogue, presentations, and other customer interactions. BLAST is an acronym that stands for:
Be attentive, Listen closely, Assess needs, Suggest offerings, and Time to check-back. To see the
BLAST diagram reference Appendix D.
If the customer gives you feedback through this transaction and you feel confident they
could commit, then proceed with asking for a commitment. If you have influenced the buyer,
built trust, and created value the customer will likely commit and then you will proceed to the
purchase transaction. There will be situations that the customer does not commit. This is a
normal part of sales transaction. You should learn from these experiences and try to improve the
next transaction. It is important to Adventures Unleashed and to our customers that we create a
positive atmosphere and never push them to buy. So when these situations arise you should end
gracefully by thanking them for their time and leave them with information for future
opportunities.
Enhancing Customer Relationships
The final step to the Trust-based Selling Process is to enhance customer relationships.
This step is fulfilled through final follow-ups, assessing satisfaction, and creating new
opportunities. Each of these relationship enhancing methods are described below.

19
 Follow-ups: Follow-ups are completed by calling or interacting with the customer after
the sales process has been completed. These follow-ups reassure the customer that we are
dedicated to their satisfaction and influence the customer to continue the relationship with
us. Often these follow-ups are used when the customer did not make a commitment but
they are also used to confirm the satisfaction of the customer and offer new opportunities.
 Assessing Satisfaction: This method is used to gain feedback on how we are solving the
needs of the customer. These transactions can be done by phone, in person, or through
customer surveys.
 Creating New Opportunities: New opportunities can be offered during follow-ups as
well as online interactions through the membership website. If the customer has made a
commitment and is satisfied we want to keep that relationship going. To do so we
reassess the needs of the customer and make new offerings. Businesses and individuals
go through changes and we want to continually recapture them to ensure a long-lasting
relationship. (Ingram, 2015)
Increasing Value with Teamwork
Now that you have learned the trust-based selling process, the final step to becoming an
exceptional salesperson is to understand how teamwork improves the relationship with
customers and adds value. To better serve our customers at Adventures Unleashed the
company uses teamwork in a variety of ways. Customer expectations are continually
increasing and as the salesperson you may not have all the necessary knowledge or expertise
to meet those expectations. Therefore as a company we must all work together to satisfy our
customers. Working as a team, forming partnerships internally, and cross training in other

20
departments are some of the ways we can improve servicing customers and exceeding their
expectations.
As you all know, it takes more than one person to serve our customers. It takes
salespeople, customer service representatives, guides, marketers, distributers, suppliers, and
many more. Each department relates to and serves customers in different ways.
Understanding the connections between these departments and how they all affect the
satisfaction of customers will help you better serve customers in your own department.
Adventures Unleashed has developed three ways for all departments to gain this knowledge
and experience to create a synergetic workforce.
 Working in Teams: Teamwork is the basis of any successful business. Adventures
Unleashed depends on you to work well with others, help others when needed, and
form teams to give our customers the best experience possible. When necessary,
Adventures Unleashed will require you to work in teams to serve customers or
capture customers. We ask that you do this with a positive attitude, get to know your
group, be kind and curious, keep your promises, share expectations, act with integrity,
and show humility when mistakes are made.
 Partnerships Internally: Partnerships form synergy by creating positive work
relationships with other people in the workforce. Sharing values, goals, strengths,
weaknesses, and experiences with other co-workers in other departments helps build
relationships and can positively impact your efforts to serve customers. Adventures
Unleashed encourages you to talk with other departments, connect with those who
influence your success, and help each other achieve goals.

21
 Cross Training: Adventures Unleashed will put you through a series of cross
training experiences. During these experiences you will learn about other departments
and work in those departments to understand how they work. By doing this you will
gain the knowledge to understand how each department influences another, what it
takes to serve the customer, and how to improve customer experiences.
(Ingram, Increasing Customer Value Through Teamwork, 2015)
Conclusion
Through this manual you have learned many things and hopefully gained further
understanding of what it takes to be a salesperson at Adventures Unleashed. We want you to be
successful and achieve your personal goals as well as assist the company in achieving its goals.
Moving forward you will go through more extensive training online and on-site to take your
skills to the next level and practice them in real situations. We have confidence in your abilities
and we appreciate your dedication to sales. Welcome to the team!

22
Works Cited
Armstrong, K. (2015). Marketing - An Introduction (12e ed.). Upper Saddle River, NJ: Pearson.
Davis, J. (2015). The 5 most common sales personality types. ringDNA. Retrieved from
http://www.ringdna.com/blog/5-personalities-of-inside-sales-reps
Dictionary, B. (2015). Positioning. Web Finance Inc. Retrieved from
http://www.businessdictionary.com/definition/positioning.html
Hewson, M. A. (2015). Trust Builds Value in Business. Ethical Programs. Retrieved from
www.nationaldefensemagazine.org
Ingram, L. A. (2015). Sell. Stamford, CT: Cengage Learning.
Service, U. S. (2015). History and Culture. US Department of the Interior. Retrieved from
http://www.nps.gov/history/
The George Washington University, T. A. (2010). Adventure Tourism Market Report. Adventure
Tourism Market Report. Retrieved from http://www.adventuretravel.biz/wp-
content/uploads/2010/09/adventure_travel_market082610.pdf

23
Appendix A
Target Market Segments
Adventurers
Businesses
Individuals
Families

24
Appendix B
SPIN Questioning System Example Script
SALESPERSON: Have you ever considered hiking? (Situation Question)
PROSPECT: I’ve been on a few simple trails, but nothing too extraordinary.
SALESPERSON: You didn’t care much for it then? (Problem Question)
PROSPECT: Oh, it was fine. My friends are into more of the thrilling stuff and walking through
the woods isn’t at the top of the list.
SALESPERSON: There are so many natural wonders here in Washington. There is Mt. Rainier,
Mt. St. Helens, the Columbia River Gorge, and so much more. It would be a shame to never get
some personal experience exploring them, don’t you think? (Implication Question)
PROSPECT: Yeah. I bet the Columbia River Gorge would be a neat place to visit.
SALESPERSON: Did you know we offer adventures centered on exploring all seven of
Washington’s wonders? (Need-Payoff Question)

25
Appendix C
ADAPT Questioning System Example Script
SALESPERSON: How are you doing today? (Assessment Question)
PROSPECT: Oh, I’m ok.
SALESPERSON: Just ok? (Discovery Question)
PROSPECT: Yeah, I’m ok. I’m just ready for a break. I work full time at a desk and it can wear
on you after a while.
SALESPERSON: Oh yes, I know that can be rough. Wouldn’t it be nice to get out and get some
fresh air? (Activation Question)
PROSPECT: I’m sure it would.
SALESPERSON: Actually, it has been shown that getting a break from our same-old routines
and going outside can greatly relieve stress. Talk about refreshing, right? (Projection Question)
PROSPECT: Yeah. I use to do all that stuff a lot back in college. It does help a lot.
SALESPERSON: It does, it really does. Did you know that Adventures Unlimited helps people
break free from their everyday routines by facilitating extraordinary outdoor adventures?
(Transition Question)

26
Appendix D
BLAST – Earning Customer Commitment
B Be Attentive
L Listen Closely
A Assess Needs
S Suggest Offerings
T Time to Check-back

AdventuresUnleashed_MNGT182

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (19)

Semelhante a AdventuresUnleashed_MNGT182

Semelhante a AdventuresUnleashed_MNGT182 (20)

AdventuresUnleashed_MNGT182