DAY 3 CASHIER TRAINING

Loyalty, Upselling & Revenue Growth

Start

Day 3

Loyalty, Upselling & Revenue Growth

Today builds on greeting, waivers, wristbands, guest service, and cash handling by teaching how to make helpful recommendations that improve the guest experience.

LoyaltyRecommendationsUpsellingRepeat Visits

Slide 1 Narration

Narration locked until training starts.

Guest Experience

Creating AWESOME Memories Through Recommendations

Mindset

Recommendations Are Guest Service

Listen first.Use what the guest tells you to understand their visit.

Recommend second.Offer the option that best fits their needs.

Respect the decision.If the guest declines, continue with the same positive attitude.

A good recommendation helps the guest have a better experience.

Slide 2 Narration

Narration locked until training starts.

FREERewards program

10 POINTSFor every $1 spent

$15 REWARDAt 1,500 points

Key message: Loyalty creates more value today and encourages future visits.

Slide 3 Narration

Narration locked until training starts.

LAUNCH

FAMILY ENTERTAINMENT

LOYAL LAUNCHERREWARDS

★

What’s In It For Me?

The benefits guests receive by joining Launch Loyalty.

★

🎁$

FREE
$5 REWARD

★

New members receive
a $5 reward 24 hours
after joining.

★

10 POINTS
PER DOLLAR

★

Earn points on
qualifying purchases
throughout the park.

🎁

$15 REWARD
AT 1,500 POINTS

★

Reach 1,500 points and
receive a $15 reward
to use on a future visit.

🎂

BIRTHDAY
OFFERS

★

Special rewards and
promotions during
a guest’s birthday period.

⚡

EXCLUSIVE
DISCOUNTS

★

Flash deals and
Loyalty-only promotions
throughout the year.

▯★

MOBILE APP
ACCESS

★

Track points, rewards,
and available offers
anytime, anywhere.

★

The more value guests understand, the more likely they are to join.

Slide 4 Narration

Narration locked until training starts.

How Guests Join & Earn Rewards

Understanding the difference between joining Loyalty and earning rewards.

Loyalty

Join Loyalty

Guests create their Loyalty account before earning rewards.

▤✓

1. Waiver Registration

Guests can register for Launch Loyalty during the waiver process.

OR

▦

2. Loyalty QR Code

Guests can scan any Launch Loyalty QR code throughout the park to register.

Loyalty Phone Number Prompt

This screen appears during checkout.

The front end associate enters the guest's phone number here to:

Earn points
Apply available rewards
Access existing Loyalty benefits

Cashier Key Points

👤✓

Phone Number = Existing Account

Entering a phone number does NOT create a Loyalty account.

★

Points Are Automatic

Once the purchase is completed, points are added automatically.

🎁

Rewards Are Automatic

Eligible rewards connected to the account are automatically applied during checkout.

!

Common Mistake

A guest cannot join Launch Loyalty by entering a phone number at checkout.
Guests must first register through the waiver or a Loyalty QR code.

Slide 5 Narration

Narration locked until training starts.

Launch Loyalty

The App & Common Questions

Everything a cashier needs to know about the Launch Loyalty App and common guest questions.

Loyalty

The Launch Loyalty App

LAUNCH
LOYALTY

★Current Points1,250

🎁Available Rewards›

☷Loyalty Activity›

🏷Available Offers›

What Does The App Do?

The Launch Loyalty App allows guests to:

View their current point balance
See earned rewards
Track Loyalty activity
Access available offers

i

Important

The app is optional. Guests do not need the app to participate in Launch Loyalty.

Common Guest Questions

$

Is Loyalty Free?

✓Yes. Launch Loyalty is completely free to join.

👤

Is Loyalty a Membership?

✓No. Loyalty is a free rewards program.

▯

Do I Need the App?

✓No. The app is optional.

☆

How Do I Earn Points?

✓Join Loyalty and provide your phone number during checkout.

?

What If I Have More Questions?

✓Each park has detailed Loyalty reference materials available. Speak with your manager or local leadership for additional information.

💡

Remember

You do not need to know every detail of the Loyalty program.
Your job is to explain the basics, answer common questions, and know where to direct guests for additional information.

👥

Slide 6 Narration

Narration locked until training starts.

Upselling

Sales

What Is Upselling?

Upselling is a helpful recommendation that adds value to the guest experience.
It’s about offering the right add-on at the right time to enhance their visit.

👤☆

Upselling Is a Helpful Recommendation

It is not pressure. It is not tricking the guest.
It is giving them a better option when it fits their visit.

✓

DO

💬Recommend value
👍Explain benefits
♡Respect the answer

×

DON’T

🗣Pressure
?Mislead
➜Keep pushing after a guest says no

💡

Think “Better Experience.”

Your recommendation can help guests have more fun, more convenience, or more value.

★

Our goal is to help every guest get the most out of their visit. A smart recommendation can make their experience even better!

Slide 7 Narration

Narration locked until training starts.

Opportunities

Listening for Upsell Opportunities

Listen

💬

Start with the same Day 1 greeting. “Welcome to Launch! Have you been here before?”

⭐

“It’s our first time.”Explain packages and mention Loyalty.

Package + Loyalty

🎉

“We’re here for a birthday.”Mention arcade, future parties, and rewards.

Parties + Rewards

⏰

“We’re staying all day.”Recommend upgrades, arcade, or location-specific add-ons.

Upgrade + Add-Ons

🎮

“The kids love arcade games.”Recommend an arcade card.

Arcade Card

👂Listen First

→

💡Identify Need

→

🎯Make Recommendation

Slide 8 Narration

Narration locked until training starts.

Admissions

Upselling Admissions & Attractions

Packages

Local Knowledge MattersEvery Launch is different.

Know what your park offers.

Use your current menu board, promotion materials, and leadership guidance.

Cashier PlaybookRecommend the best fit for this guest, at this location.

📋

Know the PackagesUnderstand what each current package includes before recommending an upgrade.

💡

Explain the ValueTell guests what they gain: more time, more options, or a better overall experience.

👥

Match the VisitUse their group size, time in the park, and interests to guide the recommendation.

📍

Stay Location-SpecificDo not guess. Use the attractions, add-ons, and promotions available in your park.

👂Listen

→

📋Know the Options

→

🎯Recommend the Fit

Slide 9 Narration

Narration locked until training starts.

Arcade

Upselling Arcade Play

Add-On

Example Value Offer

$50→$75

Some parks offer bonus play on larger arcade purchases. Incentives vary by location.

🎮More Games. More Fun. More Memories.

1

Every Launch Has An Arcade

Arcade is a universal add-on opportunity at every location.

2

Extends The Visit

Arcade play gives guests another reason to stay longer and enjoy more of the park.

3

Explain The Value

Know your park's current arcade offers so you can explain bonus play clearly.

👂Listen for Interest

→

🎮Recommend Arcade

→

⭐Explain the Value

Slide 10 Narration

Narration locked until training starts.

Opportunity Radar

Additional Upsell Opportunities

Listen For Clues

🎯

LISTENFOR CLUES

🍕

“We're getting hungry.”Food & Beverage

🎮

“The kids love games.”Arcade Play

🎂

“Birthday next month.”Birthday Parties

👥

“We have a big group.”Groups & Events

🎟️

“We'll definitely be back.”Memberships & Passes

🎳

“What else is there to do?”Attractions & Add-Ons

👂Listen

→

🔍Identify Need

→

⭐Explain Value

Every Launch is different. Learn your location's offerings and current promotions.

Slide 11 Narration

Narration locked until training starts.

Future Visits

Creating Future Visits

Guest Journey

A great visit today can become many visits tomorrow.

🎉

Guest Visits Today

Create an awesome first impression.

➜

⭐

Joins Loyalty

Earn points, rewards, and future offers.

➜

🎂

Plans a Birthday Party

Today's guest could become tomorrow's party host.

➜

🎟️

Passes & Memberships

Programs vary by location.

➜

🔁

Returns Again

Happy guests become repeat guests.

Every Interaction MattersToday's transaction can create the next visit.

👂 Listen

→

⭐ Add Value

→

🎉 Have an Awesome Time

Slide 12 Narration

Narration locked until training starts.

Future Celebrations

Birthday Parties & Future Celebrations

Slide 13

Future Visit Opportunity

🎂

Today’s guest could be tomorrow’s party host.

Listen for celebration clues and make a helpful connection when it fits the conversation.

🎉

“We’re here celebrating today.”

Recognize the moment and mention that Launch hosts birthday parties.

🗓️

“His birthday is next month.”

This is a natural time to share where they can learn more about parties.

👥

“We may bring friends next time.”

Point them toward party or group information based on your location’s process.

Listen Mention parties when appropriate Direct Questions Keep the interaction helpful

Slide 13 Narration

Narration locked until training starts.

Guest Trust

Respect the Guest’s Decision

Slide 14

🤝

Helpful, Not Pushy

A good recommendation gives the guest confidence. It should never make the guest feel pressured.

Recommend→Explain Value→Respect the Answer

Do This

Be honest and clear
Explain what the guest receives
Match the offer to their visit
Stay positive if they decline

Avoid This

Do not pressure or argue
Do not hide pricing
Do not recommend something you do not understand
Do not keep pushing after “no”

Slide 14 Narration

Narration locked until training starts.

Practical Application

Putting It All Together

Slide 15

Guest Says → Cashier Hears → Helpful Recommendation

🎮

“The kids love arcade games.”

Opportunity: Arcade play or bonus value.

“You may want to look at our arcade card options. Some larger cards may include bonus play.”

⏰

“We’re staying for a while.”

Opportunity: Better package or add-on.

“Based on your visit, this package may give you more value for the time you’ll be here.”

🎂

“His birthday is coming up.”

Opportunity: Future birthday party.

“Launch also hosts birthday parties. I can show you where to find more information.”

🔁

“We’ll definitely be back.”

Opportunity: Loyalty and repeat-visit products.

“Make sure you’re earning Loyalty points today, and ask about any current return-visit offers.”

👂Listen First

🎯Match the Need

⭐Explain Value

Slide 15 Narration

Narration locked until training starts.

Next Steps

Complete Day 3 Training

Finish

Practice Before the Exam

Use what you learned today during hands-on front-end training.

✅

🖨️

Print Checklist

Give the Day 3 checklist to your trainer.

📍

Know Your Park

Review local offerings, promotions, parties, and arcade options.

👥

Practice

Work through guest examples and helpful recommendations.

📝

Take Exam

Return here after trainer sign-off to complete the Day 3 exam.

Final focus: be helpful, be accurate, explain value, and create awesome memories.

Slide 16 Narration

Narration locked until training starts.

Start Day 3 Training

Loyalty, Upselling & Revenue Growth