Programs
True or false, Rookies is for students 5 - 8 years old
False. Rookies is for students between the ages of 6 and 7. However, we do have some students who are 5 years old in Rookies because they have graduated from our Little Wings program.
Cash, credit, and debit card! We do not accept checks.
School of Rock North Haven this is _______
School of Rock North Haven, how can I help you?
Chris is going to Disney World again. He let us know two weeks before his trip that he will not be here for three days. What do you do?
Block his schedule
Ask him for a make-up date
Reschedule his students
What's the code to open the desktop computer?
0792
What is the price of Performance Program? Do you have to take a lesson to be in Performance Program?
The Performance Program package includes a two hour weekly rehearsal in addition to a private weekly lesson, either 30 or 45 minutes long. Performance Program paired with a 45 minute weekly lesson is $360/month and Performance Program paired with the 30 minute weekly lesson is $315/month.
A student MUST take a private lesson to be in the Performance Program. We do not offer PP without lessons
Why are parents not allowed to sit in the lounge or wander School of Rock beyond the front desk?
The lounge is for the kids! It provides them with a space to hang out, jam, and be kids!
Unlike our staff, parents are not background checked and they are not allowed to be alone with kids that aren't theirs
A parent calls to cancel their students' lesson an hour before the lesson begins. They tell you that they'd like to schedule a make-up for the following day instead. How do you respond?
Tell the parent our cancellation policy and apologize for the inconvenience. Tell the parent we will see them next week :)
A student cancels day of. How do you cancel it on the schedule?
Click into the student (as if you were checking them in) and click on the grey gear next to the "check in" button. When the drop down opens, click "mark ____ as canceled"
What song is always in the Rock 101 setlist?
Seven Nation Army
Do adults play every song on the setlist per season?
No
What is our cancellation policy?
We have a 24 hour cancellation policy. This means that a parent can cancel their students' lesson up to 24 hours before it's scheduled. If they cancel BEFORE that time period, we can add a make-up session to their account to be used at another time. If they cancel AFTER that time, we are unable to provide them with a make-up session.
True or false: When a parent asks for pricing on the phone, you should give it to them
Try or false, you schedule a Rookies trial by enrolling them in the class?
False. You have to schedule the trial lesson on the front facing schedule, like a 1:1 trial lesson. You can schedule it for the same time and day as a Rookies class with the regular instructor.
Mike is working from home today and Lauren is teaching Rookies. You notice that Gabe is running five minutes behind for his next lesson. You check the cameras and you see that he is still with a student and they seem to be in the middle of a song. Gabe’s next student is waiting for him in the lobby. How do you handle this situation?
Knock on Gabe's door to let him know his next student is here (or some variation of this answer)
You're trying to sell Rock 101 to a perspective parent and they tell you that their student is shy and likely won't want to participate. How do you sell Rock 101 and encourage that student to join?
Social outlet, you can compare lessons without Rock 101 to soccer practice without any games
Provide song examples
You're about to get up to give a tour when the phone rings. One of our staff members is sitting in the third chair at the desk and offers to grab the phone for you. Is this ok?
In most situations, no. If our staff have not been trained to answer the phone, use Pike, or pitch our programs, they should not be answering the phone. Let the phone ring and you can check the dialpad app on the tablet to see who called. You can call that person back (and they will likely call again).
In addition to the two of you, Sydney, Pete, Jake, Lauren, Mike, Chris, and Gabe can answer the phone. They have been trained for FOH work.
It's summer! Adam Danielson is taking his family to the Cape for one week. He asks if you can prorate his bill so that the girls do have to schedule make up lessons. How should you handle this?
Don't do that. Tell Adam too bad!
We only prorate bills if a family is traveling for three or more consecutive weeks. If they're away for a long period of time, they will not receive make-ups if their bill is prorated. If they take a break for the summer, we cannot hold their lesson slot for when they come back in the fall
You're checking out a current client who is buying merchandise. They ask to pay with a different card than the one on file. How do you check them out correctly with this new card?
Input the card into the drop down where it says use a different card. Make sure to uncheck the button to "Save for Later".
Which guitar instructors should be paired with the following students?
- College bound guitar student seeking help with college audition prep
- An adult man who loves classic rock songs and has been playing for 10 years
- An 8 year old with RAGING ADHD that loves dinosaurs. He has no experience
- CHRIS or WINSTON: College bound guitar student seeking help with college audition prep
- BRIAN: An adult man who loves classic rock songs and has been playing for 10 years
- ANYONE (maybe but Chris) An 8 year old with RAGING ADHD that loves dinosaurs. He has no experience
Pitch the Little Wings program. Include all information for a parent that has way too many questions.
Little Wings is a group class for students between the ages of 3 and 5. This class is only for the students and the instructor - we have a waiting area for parents outside of the classroom. During the forty-five minute weekly class, students learn about foundational music skills like pitch, rhythm, and dynamics. Each class, our Little Wings students have the opportunities to explore each instrument we offer at School of Rock including the drums, guitar, bass, keyboard, and vocals through a series of games and group activities!
An enrolled client calls on February 2nd and says they'd like to cancel their plan. They say they would like a refund since their card was charged automatically yesterday. What do you do?
Inform them that we need to be notified before the first of the month to pause/cancel a plan. You can offer account credit, but not a refund.
A parent calls and says they were billed incorrectly. They said they spoke to someone and canceled their plan, but were charged this month. What should you do?
Apologize to the parent and let them know that you will speak with Lauren or Mike and will be in touch.
You check someone in, but it says "unpaid." How do you resolve this?
Click on the gear. In the drop down, click on "deduct from plan or pass." Select the pass that corresponds to the event on the schedule
Give us a tour with all of the talking points
Rookies and LW Room
Staff Wall
Retail Space
Show Poster Wall
Bathrooms
Lesson Rooms
Rehearsal Rooms (+ the pitch)
Student Lounge (parents are not allowed after tour)