League Starts: party Mon. March 25 Mon. March 18 8:30 PM 8:30 PM - PDF document

• Bowl 2 games • Shoes included • Short Season of just 12 weeks for Also Earn 6% Back $9 per week On all Food and • Teams of 4 members Beverage Purchases • 90% Handicap for every bowler while bowling using • Receive a T-Zone Bowling Ball when your Trophy’s you join this league, 2 nd time bowlers V.I.P card! will receive shoes or bowling ball bag • Only takes 1 1/2 hours to bowl Bowling & Pizza League Starts: party Mon. March 25 Mon. March 18 8:30 PM 8:30 PM 2013 Hy-Vee Have A Ball League Registration. Please fill out completely and return to Plaza Lanes Family Sports Complex Customer Service Counter ▲ 2701 Douglas Ave ▲ Des Moines, IA 50310 ▲ Ph:515-255-1111 ▲ Fx:515-255-1121 Name:_______________________________________ Ph(h):____________________ ___I have a Full Team Address:_____________________________________ Ph(w):____________________ ___ I would like to be placed on a OTHER TEAM MEMBERS: team Name:______________________________________ Ph(h):_____________________ __ I need ___ bowlers to complete my team Name:______________________________________ Ph(h):_____________________ Name:______________________________________ Ph(h):_____________________

Plaza Lanes has made arrangements for you, your co-workers & your Adult Friends to attend a FREE HY-VEE Bowling & Pizza Party at Plaza Lanes Sports Complex!!! (2701 Douglas Ave./Des Moines, IA) 2 Hours of Complimentary Bowling, Shoe Rental, Pizza Included! Try out our NEW lanes! When: MONDAY, April 8th @ 8:15pm (see reverse side for map) Reserve your lanes today, call Buzzy at 255-1111 ext. 31

Don’t miss the FREE HY-VEE Pizza & Bowling Party!!! Monday, April 8th @ 8:15pm Plaza Lanes Family Sports Complex 2701 Douglas Ave. Des Moines N I-35 I-80 E 14TH ST PLAZA LANES MERLE HAY RD 2ND AVE DOUGLAS AVE EUCLID AVE MLK-19TH ST I-235 SEE REVERSE SI DE Call 515.255.1111 See Details on Back

• Short season league of just 10 weeks League Starts • Cost is only $8.00 per week Wednesday May 15th • 4 per team at 9:00 pm • 90% handicap • Bowl just 2 games • Wednesday at 9PM • FREE Columbia White Dot FREE Bowling/ Pizza Party bowling ball • FREE Trophy’s VIP membership Wednesday May 8th at - Which includes earning 6% 9:00 pm back on all your food and beverage purchases USBC Benefits • Earn awards based on average. • Bowl in tournaments and win cash prizes 2 013 “8X10” League Registration. Please fill out completely and return to Plaza Lanes Family Sports Complex Customer Service Counter ▲ 2701 Douglas Ave ▲ Des Moines, IA 50310 ▲ Ph:515-255-1111 ▲ Fx:515-255-1121 Name:________________________________________ Ph(h):__________________ ___I have a Full Team Address:______________________________________ Ph(w):__________________ ___ I would like to be placed on a OTHER TEAM MEMBERS: team Name:_______________________________________ Ph(h):___________________ __ I need ___ bowlers to complete Name:_______________________________________ Ph(h):___________________ my team ________ Mon. _______Wed. Name:_______________________________________ Ph(h):___________________

• Short season league of just League Starts 10 weeks THURSDAY, • Cost is only $8.00 per week • 4 per team June 6th @ 6:30 pm • 90% handicap • Bowl just 2 games • Thursdays’ at 6:30pm FREE Bowling/ Pizza Party • FREE Columbia White Dot or Ebonite Maxim bowling ball! • FREE Trophy’s VIP membership THURSDAY • Which includes earning 6% back May 23rd or May 30th on all your food and beverage purchases • FREE membership to our Millionaires’s club! 2013 “Big Ern” League Registration. Please fill out completely and return to Plaza Lanes Family Sports Complex Customer Service Counter ▲ 2701 Douglas Ave ▲ Des Moines, IA 50310 ▲ Ph:515-255-1111 ▲ Fx:515-255-1121 Name:__________________________________________ Ph(h):____________________ ___I have a Full Team Address:________________________________________ Ph(w):____________________ ___ I would like to be placed OTHER TEAM MEMBERS: team Name:_________________________________________ Ph(h):_____________________ __ I need ___ bowlers to com Name:_________________________________________ Ph(h):_____________________ my team ________ Mon. _______Wed Name:_________________________________________ Ph(h):_____________________

Other Plaza Lanes Sports Complex (Revenue Generating Programs)

ACCORDING TO THE NATIONAL NUMBERS THE AVERAGE BOWLING CENTER LOSES ABOUT 20% OF THEIR “DIE HARD SEASONED LEAGUE BOWLERS” EVERY YEAR!!! 1. 1% of this 20% die. 2. 5% of this 20% develop other friends with other interest. 3. 9% of this 20% are bowling at another center. 4. 14% of this 20% just do not like to bowl anymore. 5. 68% of this 20% quit because of OUR attitude. THIS MEANS THEY CAN TELL WE DO NOT CARE!! “HERE IS THE NEWS FLASH FOLKS” Over 60% of the first time new bowlers last one season or less because they are lost and confused about “Bowling Buzz Words” and found the league experience to lose its sizzle after a short period of time. Only through communication, education and periodical attention can we change this. As a rule of thumb, if it cost $2.00 to make an existing bowler happy, it will cost $20.00 to sell a new one. IT IS IMPORTANT TO ACQUIRE NEW BOWLERS. IT IS IMPERATIVE TO KEEP THE ONES WE HAVE. We constantly market to acquire new business. We market with signs, flyers and yes even the way we answer the phone. WE HAVE ONLY 2 TYPES OF TELEPHONE SALUTATIONS: Generic and Sales 1. The Generic: “Thank you for calling Premiere Bowling, This is ______________________ speaking. May I reserve a lane for you today? THANK YOU are the 2 most unused words in business today. We must use this on the phone, over the PA and personally. PLEASE is the most unused word in business today. An absolute when we page customers, when we call on another employee for assistance and personally. “IT’S NICE TO BE IMPORTANT, BUT IT IS MORE IMPORTANT TO BE NICE.” **We use the generic salutation at all times when we are not using a sales’ salutation**

1. The Sales Salutation: “Fall leagues are now forming at Premiere Bowling, May I sign you up, please?” “Good old days are in effect at Premiere Bowling until Sunday. This is ______________________ speaking. May I reserve a lane for you? Any sales’ salutation should be in writing and placed close to the phones for quick review. CHANGE ‐ Do not be afraid to change the salutation frequently. Everyone responds to change. TIPS TO BECOMING A PROFESSIONAL 1. Use a canned presentation. 2. Make it sound as if it is not canned. 3. Speak clearly and slowly. 4. Practice before you present. 5. Smile even over the phone – it shows. HERE’S HOW IT GOES: 1. The phone rings. 2. You give the salutation. 3. The customer says something like, “My husband and I have just moved to this area and we would like to join a league.” 4. Now take control of the situation. “Great, let me get some information so I may help you.” The way to take control of any conversation is to ask questions. The person asking the questions is always in control and the person answering the questions is being controlled. It is very important that you learn the “What and How” to ask when it comes to leagues. 5. Now use the 90 second sheet to ask the questions you want answered.

You ask the following questions (again you have control) What is your name, please? What is your home phone? 2013 What is your cell phone? Darts Bowling What day do you prefer? Golden Baggo What is your email address? Tee Check All That Apply What time do you prefer? Name (morning, noon early evening _______________________________________ Phone (c) Or after dinner) ____________________________________ Phone (h)____________________________________ Management Comments: Email___________________________________ (These are comments about this call _____ to the league manager. Things like: Day Preferred_______________ # in Party ________ sounded excited, call soon or I told them Time Preferred ___________________ you would call no later than noon tomorrow Address_________________________________ or it’s ok to call at work. Anything that would help the league manager get a head start) THE 90 SECOND SIGN ‐ UP * Pads of these should be on the counter, in the manager’s pockets, anywhere there is a telephone in the center and at every post for quick use. The purpose is to capture any league inquiry in 90 seconds or less by anyone answering the phone. Mainly at the control counter. WHAT NEXT? A ‐ “Mrs. Jones, I do not have all of our league information at the counter. However, our League Director will call you tomorrow and give you the dates we do have open.” B ‐ “Mrs. Jones, our League Director’s name is _____________________________________. I will connect you with him/her and they will be able to give you specific information.”