09:30 - 10:00 Coffee & Course Objectives (To be effective when working a brand centre you must have 3 things, confidence, enthusiasm & knowledge. We are here to give you these!)
10:00 - 11:00 The Value of Brands (What makes a good brand. A look at the strength of your brand and what it stands for.) (An option to change this module if this already covered in Day 1 is 'What motivations do people use in their choice of car?')
11:00 - 11:15 Break
11:15 - 12:00 Clarifying Your Objectives (Working in tables groups decide what they want to achieve when they are interacting with the public and present back to the rest of the group.)
12.00 - 13.00 Understanding Body Language (Group activities to understand the importance of gestures, posture and eye contact. An in-depth look at a non-threatening greeting.)
13:00 - 14:00 Lunch
14:00 - 14:30 Things to Avoid when on Duty (Here delegates will look at the importance of first impressions, how to avoid being pushy and how to make the experience of any member of the public interacting with staff from their company a memorable one.)
14:30 - 16:00 Role Plays (Groups take it in turns to play company representative, customer and observer. All will have a turn in each role and small groups will report back to the large group.)
16:00 - 16:30 Best Practice in Brand Building (A list of key points identified - later these should be reproduced and sent out to the team)
16:30 - 16:45 Summary & Action Plans Agreed