Membership Verbiage & Benefits
Define Membership Specific Verbiage
Tailored language that coincides with membership specific policies and procedures
Name the three staff member's of the membership department
AKA the A team
Ashley, Adey and Angel
Define a functional membership
Whether the named account holder(s) are able to reserve member e tickets after their membership is purchased.
List the four De-escalation Steps
1. Lead with Curiosity
2. Define Action Items
3. Determine & Explain available options
4. Keep your cool
While working at Pueblo Zoo Carrie held what role?
Relief Keeper
Give two reason's why using Membership Specific Verbiage is important
Options:
1. Communicates accurate information
2. Provides information in a clear manner
3. Creates a uniform guest experience
How do you contact the membership department for immediate assistance Mon-Fri?
Radio!
Channel 3/ Admin
List 2 ways to establish a Knowledge check point
Options:
Turnaround Questions
Provide resources
Setting clear expectations
List three Non-Verbal De Escalation Tools
Options:
Steady volume
Gentle eye contact
Keep hands at one’s side or folded
Soft/neutral facial expression
Name the hair color Morgan's wife and daughters share
Red
When are GS Leads expected to use Membership Specific Verbiage?
In all membership related transactions and/or interactions
Name the item on Adey's desk that is constantly ringing.
The phone
Please do NOT attempt to call the membership department unless otherwise specified
What materials must be given to guest(s) before a membership is purchased?
The Membership Collateral Materials
Member Code of Conduct/Ticketing Policy & Getting started page
Note! We cannot accept funds from someone that has not agreed to all the terms and conditions.
Define Action Item and Available Option
Scenario:
Linda approaches the membership window to inquire about adding her mother to her active family membership. She would like her mother (the children's grandmother) to be able to bring the children to the zoo without either parent present.
Action Item: Add a Third adult
Available Option:
Mon-Fri Radio the membership department for assistance
Sat-Sun- Fill out a white slip for a someone in the A team to contact Linda on Monday
What item of clothing does Connor own over 40 of?
Hoodies
Using Concise Verbiage explain the Sky Ride Day Pass Add-On in one or two sentences
The Sky Ride Day Time Pass is $35.00 and covers everyone under the membership. The pass expires when the membership expires and can be used for any day time ride.
Who is the only person in the membership department in office on a weekend day?
Ashley Cioppa
For a membership to be functional both named adults must be...
A. Connected as spouses
B. Listed as account holders
C. Both A&B
C. Both A&B
Connected as spouses and listed as account holders
If a member violates the member code of conduct what form of documentation should be submitted to the membership department?
Written Documentation
Via email and/or White Slip detailing what occurred
Since moving to Colorado Ryan has been looking for a restaurant that serves what popular dish?
Japanese Ramen
What is the member discount for zoo camp?
$25.00 off per week of camp
State the required information needed on a white slip to be sent to the membership department
1. The members look-up ID and/or contact information
2. Reason for the slip
3. Solution/Action item needed
At what point in the membership transaction process should notes/pop-up notification's be entered?
Before payment is received
What percent of communication is non-verbal?
The University of Texas Permian Basin found that Communication is 55% nonverbal
38% vocal and 7% words
Sierra's husband is named Manny
What is Manny's middle name?
Alejandro
Manuel Alejandro Fix
Handy Manny Fix