Most of the training crew receive at ISPY will be delivered by last year’s winning crew. The Trainers would have participated and qualified in the ISPY Train to be a Trainer course, followed the specific ISPY Train the Trainer focusing only on ISPY training.

The subject matters will include:

• Maximising your effectiveness
• Effective use of the PA
• Effective use of Product Knowledge
• Product Merchandising
• Maximising Sales Techniques
• Sales awareness
• Cultural Communication
• Inflight Sales Coaching

Other sessions such as the Product Knowledge Fair and Product Enlightenment are where the crew will gain lots of product knowledge and brand awareness and are able to give feedback on the products to the suppliers.

Crew Assessments

Each crew member will participate in all assessments and they are combination of written and practical.  Crew will be assessed in the following subjects:

• Selling with emotional intellgence
• Sales generating PA
• Effective use of product knowledge
• Product merchandising
• Maximising sales techniques
• Team sales awareness

The Effective use of the PA assessment is in 2 parts; the first part is written (do not worry about spelling and grammar as we take this into consideration along with if English is not the crew’s first language). Part 1 is all about the content. Part 2 is when they deliver the PA they have written in front of the PA Assessor and our ‘passengers’.

The product knowledge exam is also in 2 parts; the first being about features and benefits and the second focuses on brand awareness.

Product merchandising is the first practical assessment where crew are given 5 minutes to create a product display (using the ISPY product range). This is immediately followed by delivering their previously written PA, and then they go straight into selling with emotional intelligence and relationship selling techniques, which lasts for 8 minutes. This is when they ‘sell’ to our passengers. The practical assessments last no longer than 20 minutes.

You are more than welcome to sit in and observe your crews selling skills assessment.

Crew assessment notification

We have had many questions about the crew assessments. So we have set up a FAQ page on the crew section of this website. We hope that this will clear up any misunderstandings.

FAQ

Am I allowed to use my own props for the product merchandising assessment?

You will asked to merchandise the top of a double cart. You will be given 1 drawer to assemble your products in. Props that will enhance your display are permitted as long as the assessor deems that they are appropriate and fit for purpose.

Will I have to take money or use an EPOS to complete transactions during the sales techniques assessment?

No you won’t. As soon as you have closed the sale to the point of asking ‘how they would like to pay’ you can move on to the next customer.

Am I allowed to refer to the ISPY brochure during the product knowledge exam?

Sorry, no you are not.

What if my English is not good? Will I lose marks?

No you won’t and if you would like someone to scribe for you at either the PA written and or the product knowledge exam please let us know. This must be requested before the start of the event.

How long do I have to merchandise the products?

5 minutes

How long do I have to sell to the customers?

You will be in the ‘cabin’ for 10 minutes. During this time you must deliver your sales generating PA and sell to 6 customers.

Is my manager allowed to observe my practical assessments, and will there be anyone else observing other than the assessors?

Your manager is allowed in to observe your PA and selling techniques assessment. No one else will be there except maybe our photographer or the film crew. However, they will be as unobtrusive as possible.

May I bring with me my prepared PA and use that for the PA written exam?

Yes but you cannot take it into the exam. Be careful when preparing your own before ISPY as it might not follow our guidelines and the assessors will assess you according to those guidelines.

Am I allowed to refer to the ISPY brochure during the PA written exam?

Yes you are and fresh copies will be made available.

What do I need to learn from the brochure?

This is a competition and knowledge is power.