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Ann Arbor · Cashier Training
Membership Training
Know the offer. Explain the value. Make the ask.
Your RoleIntroduce the option.
You may be the first person to tell a guest the membership exists.
No pressure.Make the choice clear.
The goal is to help guests understand another option is available and why it may make sense for them.
AccurateHelpfulGuest decides
What You’ll Learn
Explain it. Sell it.
1Know the Ann Arbor membershipWhat it includes
2Show the valueCompare it with starting admission
3Answer guest questionsCommon FAQs and objections
4Make the recommendationWork it naturally into admission
By the end of this training
Know it.
Explain it.
Offer it.
Accurately explain the membership, show the value, and make a clear recommendation.
Every admission guest
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Ann Arbor Membership
Know What
You’re Selling
Confidence starts with knowing exactly what the Ann Arbor membership includes — and what unlimited time means compared with regular admission.
Ann Arbor Monthly Membership
$19.99
per month
Unlimited Action Pass Access — Every Day
Ann Arbor benefits to remember
The Ann Arbor
Membership Includes
∞
Unlimited Action PassUnlimited Action Pass access every day.
↔
Unlimited TimeThe Loaded admission does not include unlimited time.
$
One Monthly Price$19.99 per month.
The Ann Arbor comparison
One Simple
Value Story
The membership gives the guest unlimited Action Pass access every day instead of the time-limited access of a Loaded admission.
Option
Price
Time
Loaded Admission
Starts at $24
Not Unlimited
Membership
$19.99 / month
Unlimited
Membership Advantage
$4.01 Less
Unlimited Time
Ann Arbor’s key distinction: Loaded admission does not include unlimited time.
The full Ann Arbor value
Explain The
Complete Membership
$19.99Per Month
UnlimitedAction Pass
UnlimitedTime
Every DayOngoing Access
Starting admission is $24 — the membership payment is already $4.01 less
Accuracy matters
Explain What’s
Actually Included
Never add a benefit or make an exception that is not part of the approved Ann Arbor membership.
If you’re unsure, confirm before answering
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Ann Arbor Membership Value
Why The Membership
Makes Sense
The Ann Arbor value is simple: the monthly membership payment is already lower than the starting admission price, with unlimited access included.
Starting Admission
$24
Starting admission price
VS
Monthly Membership
$19.99
Unlimited Action Pass access
Value starts immediately
$24 Admission
$19.99 Membership
The first monthly membership payment is already $4.01 less than the starting admission price.
Unlimited Action Pass · Unlimited Time
More access for a lower first payment
Unlimited Action Pass.
Every Day.
Instead of purchasing only today’s admission, the guest receives unlimited Action Pass access every day.
Future visits make the value even stronger
Keep the comparison simple
$24 Admission.
$19.99 Membership.
Compare the price$24 vs. $19.99
Explain unlimited accessUnlimited Action Pass
Emphasize unlimited timeNot included with Loaded
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Ann Arbor Membership Sales
How To
Sell It
Selling the membership should feel like a normal part of the admission conversation — not a complicated sales pitch.
1Present
2Compare
3Recommend
4Confirm
1
Present
Make sure they know it exists2
Compare
Show today vs. monthly3
Recommend
Explain why it may fit4
Confirm
Ask for the decision
Step 1 · Present
Make Sure
They Know
Simply tell the admission guest that the Ann Arbor membership is available. You cannot sell an option the guest never hears about.
“Before we finish, I want to let you know about our membership option.”
Step 2 · Compare
Show The
Local Comparison
Ann Arbor’s starting admission is $24. The membership is $19.99 per month.
$24 Admission→$19.99 / Month
$4.01 less for the first monthly payment
Step 3 · Recommend
Explain The
Membership Advantage
For $19.99 per month, the guest receives unlimited Action Pass access every day.
Unlimited Action Pass — every day.
Step 4 · Confirm
Make The
Clear Ask
Ask directly whether the guest would like to make today’s visit a membership — then give them room to answer.
“Would you like to make today’s visit a membership?”
The sales standard
Keep It Simple.
Keep It Conversational.
Make the Ann Arbor value easy to understand, then give the guest a clear opportunity to say yes or no.
PresentCompareRecommendConfirm
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Ann Arbor Membership Sales
Put It Into A
Real Conversation
You do not need to memorize a script word for word. Cover the important pieces, keep it natural, and make the offer clearly.
1Present2Compare3Recommend4Confirm
A simple Ann Arbor conversation
Sound
Natural
Use your own voice. Make sure the guest hears the $24 versus $19.99 comparison, unlimited Action Pass access, and a clear question.
Cashier
“Before you purchase today’s admission, I want to let you know that our membership is $19.99 per month.”
“Today’s starting admission is $24, so the membership payment is actually $4.01 less…”
“…and it gives you unlimited Action Pass access every day.”
“Would you like me to make today’s visit a membership?”
That is the entire conversation
Four Steps.
One Natural Ask.
Present the membership, compare the price, explain the additional access, and ask for the sale.
PresentCompareRecommendConfirm
After the question
Ask.
Then Pause.
Stop talking and give the guest a chance to answer.
Give the guest room to decide
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Ann Arbor Membership Operations
They Said Yes.
Now Complete The Sale.
Once the guest chooses the membership, use the POS process carefully so the correct guest is attached to the membership.
1Passes / Retail2Add Membership3Select Waiver4Primary Member5Click OK
Start the membership sale
Begin In
The POS
Use the membership area of the POS, then add the guest's membership to the transaction.
1
Select Passes or RetailOpen the membership selling area.
2
Add the membershipAdd the Ann Arbor membership to the transaction.
Real SOP Reference
Attach the correct guest
Find Their
Waiver
Search for the guest's waiver and select the correct guest so the membership is attached to that person.
Verify the guest before moving forward.
Paying customer vs. member
Who Is The
Primary Member?
Use the “Add Primary to Membership” box based on who is actually becoming a member.
Paying customer IS the primary member
✓ Select the checkbox
Paying customer is NOT a member
Leave the checkbox unchecked
Once the member information is correct
Step 5
Click OK.
Continue only after you have confirmed the correct guest and primary-member selection.
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Ann Arbor Membership Operations
Finish The
Membership Sale
After the member information is correct, complete the agreement and payment steps carefully so the membership can renew as intended.
6 · Agreement7 · End Order8 · Tender
Guest action required
Turn The POS
Toward The Guest
The guest should review the Membership Agreement, check the required acknowledgement boxes themselves, and then select Submit.
Guest reviews · Guest checks boxes · Guest submits
Guest completes this step
Complete the transaction
Move To
Payment
Once the agreement is accepted, continue to the payment screen and tender the transaction normally.
6
AgreementAccepted + submitted→
7
End OrderContinue to payment→
8
TenderProcess the transaction
Important payment rule
Not Paying By
Credit Card?
The POS will prompt you to store a tokenized credit card. Complete that prompt so the membership has a card available for automatic renewal.
Stored securely as a tokenized card
Card Required For RenewalEven when today's transaction is paid another way.
Before you finish
Complete Every
Required Step.
Make sure the agreement is accepted, the transaction is tendered, and any required renewal-card prompt has been completed correctly.
Accuracy protects the guest and the membership
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Ann Arbor Membership Exception
Guest Already
Bought Online?
A guest may arrive with an online admission ticket and decide they would rather become a member.
Launch Ann Arbor
Online Ticket
Admission Purchased Before Arrival
→
Wants A
Membership
Important local procedure
The Standard Process
May Not Apply.
This situation is handled according to Ann Arbor's locally approved procedure.
Online Ticket → Membership
Follow Ann Arbor's Local ProcessDo not assume the normal in-store membership-sale steps are the correct way to handle an already-purchased online admission.
Protect the guest and the transaction
Do Not Make Up The Process.
×
Don't GuessIf you are unsure how the online ticket should be handled, do not improvise.
×
Don't Create A WorkaroundUse the park's approved procedure rather than inventing your own steps.
×
Don't Promise A CreditNever promise that the online ticket will automatically be applied toward the membership.
When this situation happens
Get With
Your Manager.
Follow Ann Arbor's approved process for converting an online ticket to a membership.
Ask before taking action
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Ann Arbor Membership Check-In
Checking In An
Existing Member
Use the Membership Check In process, verify the correct guest and membership, and remember that Launch socks are still required for members.
Redeeming The Membership
Start the check-in
Admissions →
Membership Check In
Open the Admissions tab, then ring in the Membership Check In ticket.
Identify the member
Find The Actual
Member
Search for and select the waiver for the actual member who is checking in.
Select the waiver belonging to the guest who is actually checking in — accuracy matters.
Confirm before redeeming
Correct Member.
Correct Membership.
The available membership pass will display. Confirm that the member and membership are correct before moving forward.
Required for members too
Check For
Launch Socks
Membership does not remove the Launch socks requirement. Make the sock check part of every member check-in.
✓
Ask To See ThemAsk the guest to show their Launch socks during check-in.
✓
Members Still Need ThemLaunch socks are required even when the guest has an active membership.
$
No Socks?The guest must purchase a pair before participating.
Everything verified
Now Redeem
The Pass
Once the guest, membership, and Launch socks are confirmed, click OK to redeem the membership pass.
Before moving forward: correct member, correct membership, and Launch socks. Accuracy matters.
Before moving forward
Verify Everything.
Accuracy Matters.
Correct MemberConfirm you selected the guest who is actually using the membership.
Correct MembershipConfirm the membership belongs to the guest.
Launch SocksAsk to see them. Members still need Launch socks.
Selecting the wrong waiver or membership can create problems with the check-in. Verify first, then continue.
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Ann Arbor Membership Check-In
Finish The
Member Check-In
After the membership pass is redeemed, verify the check-in ticket is zeroed out before completing the order.
Step 7 → Verify $0.00 · Step 8 → Complete The Order
Confirm before finishing
Look For
$0.00
The Membership Check In ticket should show a zero-dollar total. This confirms the membership was applied correctly.
Then select Complete The Order to finish the transaction.
Before completing the transaction
Verify The
Membership Applied.
Do not rush past the zero-dollar check. If the Membership Check In ticket does not zero out as expected, stop and get a manager before continuing.
Unexpected charge? Get a manager.
Ann Arbor Membership FAQ
Questions
You’ll Hear
Guests will often have questions before deciding whether the membership is right for them. Keep the answers simple, accurate, and confident.
Know the answer · Explain it simply · Never guess
Common Question
“What does the membership include?”
Ann Arbor Answer
Unlimited Action Pass — Every DayThe Ann Arbor membership includes unlimited Action Pass access every day.
Unlimited Action Pass · Unlimited Time
Common Question
“Why membership instead of admission today?”
Use The Local Comparison
$24 Admission vs. $19.99 MembershipThe first monthly payment is already $4.01 less than starting admission while giving the guest unlimited Action Pass access every day.
$4.01 less today · unlimited access
Common Question
“Can family members share one?”
Ann Arbor Answer
No — Memberships Are IndividualMemberships are assigned to individual guests. Each person who wants membership access needs their own membership.
Assigned by guest
Common Question
“Is there a commitment?”
Ann Arbor Answer
Six-Month CommitmentThe Ann Arbor membership has a six-month commitment and is billed monthly.
Six months · billed monthly
Your job
Simple. Accurate.
Confident.
Do not overcomplicate the answers. Keep the membership explanation simple, accurate, and confident.
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Ann Arbor Membership Sales
When The Guest
Hesitates
Not every guest will say yes right away. Handle concerns naturally without turning the conversation into a hard sell.
Acknowledge → Clarify → Close
1
AcknowledgeShow that you heard the concern.
2
ClarifyFind out what the guest is actually worried about.
3
CloseAnswer accurately, then give the guest a clear choice.
Step 1 · Acknowledge
Show Them
You’re Listening
Acknowledge the concern so the guest knows you heard what they said.
Step 2 · Clarify
What Do They
Actually Mean?
If a guest says, “I’m not sure it’s worth it,” determine whether the concern is price, commitment, or whether they will use it enough.
Step 3 · Close
Respond To The
Specific Concern
Answer that concern clearly, then give the guest a clear opportunity to decide.
Ann Arbor Example
“I’m not sure it’s worth it.”
Cashier
“I understand. Today’s starting admission is $24, while the membership is $19.99 per month. So the monthly membership payment is already $4.01 less, and it gives you unlimited Action Pass access every day.”
Then Ask
“Would you like to make today’s visit a membership?”
Ask clearly, then give the guest the opportunity to decide.
The goal is not to argue
Understand. Respond.
Let Them Decide.
Understand the concern, respond clearly, and then let the guest decide.
Acknowledge · Clarify · Close
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Ann Arbor Membership Training
Final Review
Before The Exam
Review the key points you need to explain, sell, and redeem the Ann Arbor membership correctly.
Know It · Explain It · Execute It
Five things to remember
Finish
Strong
Use these core behaviors every time you work with an Ann Arbor membership guest.
1
Know What You’re Selling$19.99/month · unlimited Action Pass every day.
2
Explain The Value$24 starting admission versus $19.99 membership with unlimited access.
3
Use The POS CorrectlySet up the membership carefully and have the guest accept the Membership Agreement.
4
Check Members In CorrectlySelect the actual member, verify Launch socks, and confirm the check-in reaches $0.00.
If you are not sure
Do Not Guess.
Get A Manager.
For online-ticket conversions or any unusual membership situation, follow Ann Arbor’s approved process and make sure the guest receives accurate information.
Accuracy First
You are now ready
Ann Arbor
Membership Exam
You are now ready to complete the Ann Arbor Membership Exam.
Return Home & Select Membership Exam
