David White

Arizona Restaurant Association

TRAINING PLAN
Membership Relations Representative
Version 1
<02/15/2016>

This Learning Plan is A School Project and May Not Be Implemented by the ARA

ARA MRR Training Plan

VERSION HISTORY
This version of training is an exercise in membership development. Version one is a first draft
of a new sales training session expected to be revised with input from multiple interested
parties.

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 2 of 14

ARA MRR Training Plan

Table of Contents
1.0 Introduction......................................................................................................................4
1.1 BACKGROUND AND SCOPE.............................................................................................4
1.2 POINTS OF CONTACT......................................................................................................4
1.3 DOCUMENT ORGANIZATION........................................................................................... 4
1.4 SECURITY AND THE PRIVACY ACT................................................................................. 5
1.5 GLOSSARY......................................................................................................................5
2.0 Instructional Analysis..............................................................................................................5
2.1 NEEDS AND SKILLS ANALYSIS....................................................................................... 5
2.2 DEVELOPMENT APPROACH.............................................................................................5
2.3 ISSUES AND RECOMMENDATIONS...................................................................................6
3.0 Instructional Methods.............................................................................................................6
3.1 TRAINING METHODOLOGY.............................................................................................6
3.2 TRAINING DATABASE..................................................................................................... 6
3.3 TESTING AND EVALUATION............................................................................................6
4.0 Training Resources.................................................................................................................. 6
4.1 COURSE ADMINISTRATION............................................................................................. 6
4.2 RESOURCES AND FACILITIES..........................................................................................7
4.3 SCHEDULES.................................................................................................................... 7
4.4 FUTURE TRAINING..........................................................................................................7
5.0 Training Materials List........................................................................................................... 7
5.1 PURPOSE AND SCOPE..................................................................................................... 7
6.0 Training Syllabus..................................................................................................................... 7
APPENDIX A: Training Plan Approval....................................................................................12
APPENDIX B: REFERENCES..................................................................................................14

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 3 of 14

ARA MRR Training Plan

1.0 Introduction
The membership relations representative training is a multi-modality intensive program that is
three weeks in length. The goal of the training is to produce a qualified, member securing,
confident representative. The training will take place in the classroom, on the telephone, and in
business locations. Each week begins with a review and ends with a formative review.
The first week of training is informational only. The second and third weeks of training will
consist of telephone and business location training. During the three week training the hours will
be Monday through Thursday 830am-5pm, Friday 830a-300p.
Goals
Upon completion of training the member representative will have knowledge of the association
that includes the history of the association, the number of current association members, the
names of the board members, and the names of board members businesses.
Upon completion of training the member representative will present his or her reasons they
should be representatives during a question and answer session with a board member. Upon
completion of training the member representative will have secured a minimum of five new
members.
Audience
The audience will be a person who completed a four stage interview process. The audience will
have a college degree. The audience will have an entrepreneurial spirit. The audience will only
be one or two people. The characteristics of the audience are inquisitive and critical thinkers.
1.1 Background and Scope
The need for a qualified Member Relations Representative is obvious. The lack of new
membership has reached a critical mass. Previous training methods have failed to produce a
long-term MRR. This training session is designed to onboard a new MRR as quickly as possible
at a tremendous cost savings versus the previously used methods.
1.2 Points of Contact
Role
Vice President Administration
Training Manager/Coordinator
CEO

Name
Jana Shelton
David White
Steve Chucri

Contact Number
602-307-9134
602-930-9513
602-307-9134

1.3 Document Organization

Introduction
Instructional Analysis
Instructional Methods
Training Resources
Training Curriculum
Training Plan Template (v1.0)
This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 4 of 14

ARA MRR Training Plan

Appendixes
1.4 Security and the Privacy Act
All information in training manual is the propriety property of its author David White, and the
Arizona Restaurant Association. No reproduction, disclosure, or dissemination of the material is
permitted.
1.5 Glossary
Arizona Restaurant Association ARA
Human Resource - HR
Member Relations Representative - MRR
National Restaurant Association - NRA

2.0 Instructional Analysis

2.1 Needs and Skills Analysis
The target audience for this training session is a new employee.
All employee onboarding paperwork, i.e. formal application, tax identification information, and
employment contract will be processed prior to formal training.
The orientation of the associations history, purpose, and future plans are discussed in details
during the first day of training.
2.2 Development Approach
This course was developed specifically to ensure new MRR(s) are prepared to work
independently after training has concluded and no additional training is scheduled. A subject
matter expert will review the approach prior to implementation of plan for a formative review.
The need for training became obvious over a year ago when the position of MRR was vacated by
a less than successful MRR who, basically was not trained. The position of MRR has been
vacant for over a year.
A plan to onboard a new MRR with a different training program failed. Obvious complications
of the subsequent training became apparent within three weeks of training. This training program
does use some of the methodologies of the previous training program, but is designed to conform
to the unique business climate in Arizona.
Reviewing the failure of the subsequent training methodologies the first issue addressed is the
face to face instruction necessity. A formal setting for training is important to establish the
validity of the training. All classroom training will take place in the training room. Phone
training will be conducted in the MRR office. Field training will take place in pre-determined
geographical areas designed to have the largest potential customer base, i.e. restaurants per
square mile.
Training topics include the history of the ARA and the NRA. Basic sales techniques, advanced
sales techniques, prospecting, and referrals. Administrative paperwork, i.e. member application.

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 5 of 14

ARA MRR Training Plan

2.3 Issues and Recommendations

Foreseeable issues such as member buy in must be addressed prior to the training program.
Member restaurants and affiliate vendors must be pre-selected to participate in the training
program and agree to the principles of the training methodology. A pre-selected group of not less
than five and no more than 10 training partners (members) should be available prior to staring
the training program. With any sales training the issue of prospecting and finding available
potential members (customers) can be daunting. Due to the possibility there will be minimal
contact with decision makers the pre-selective group of current members is vital to the success of
the program. Because of the nature of the program and the busy schedule of the membership preplanned days and times to meet must be arranged.

3.0 Instructional Methods

3.1 Training Methodology
The selected trainer for the course is a current employee who is compensated with salary and
commission. The employment arrangement for the trainer provides for a small percentage of the
gross sales of the trainee to be transferred to the trainer, therefore a quantifiable cost of training,
in human resources is minimal. The training materials are common office supplies, such as paper,
pencils, etc. and is budgeted into the overall office supply expenses and is miniscule to the point
of a non-accountable amount. The true cost of the training therefore is not quantifiable other than
the salary of the new MRR during the 90 day probationary period. The salary and benefit costs
for the new MRR is predetermined by the current board of directors of the organization and is
designed to be beneficial to the organization and the MRR.
Training material such as PowerPoint presentations, databases, customer relations management
tools, and other visuals will be prepared in advance and are included in the curriculum section of
this plan.
3.2 Training Database
Not applicable
3.3 Testing and Evaluation
The effectiveness of training is not solely based on the three weeks of training success of the new
MRR but a large percentage of the success will be evaluated with the probationary period. Each
week the trainee will be evaluated on his or her ability to articulate the weeks training. At the
end of the third week of training an evaluation of the training and training methods will be
conducted by the audience. The evaluation will ask the MRR to make recommendations for any
potential changes, evaluate their understanding of why the material was presented, and to
evaluate the trainers methods. At the end of the 90 day probationary period the MRR will be
asked to complete a formal evaluation ranking the training he or she received based on previous
training he or she has received from different sources.

4.0 Training Resources

4.1 Course Administration
Due to the condensed nature of the training the administration of the program will be overseen
by the vice president of administration. This is a pass/fail training and the MRR is a probationary
Training Plan Template (v1.0)
This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 6 of 14

ARA MRR Training Plan

employee for 90 days and the formal training is only three weeks in length the final decision of
success will be determined during weeks four through thirteen.
4.2 Resources and Facilities
The ARA training room will be the location of the classroom instruction. The ARA laptop wall
monitor will be used to provide visual training and material presentation. A standard goldenrod
tablet will be used by the audience to take all applicable notes. Pencils and pens (from the office
supply cabinet) will be made available for note taking. All printed material will be produced inhouse using the Ricoh copier and the Dell printer. The telephone in the MRR office will be used
to conduct the phone training and a two-way conversation recording device will be used to
conduct evaluation of the audiences live calls. The recording device will serve as the audio
portion of evaluation and dissection with the audience.
4.3 Schedules
The scheduled training should take place within 30 to 60 days of acceptance of this proposal.
Due to the nature status quo training intervention is required. The first order of business is to find
the prospective MRR, which is beyond the scope of this training. Once the MRR is selected a
training schedule will be prepared. Customarily a two-weeks notice is typically needed to
onboard a new employee, therefore the two-week window will be used to set up the training
schedule. During the next 30 to 60 days behind the scenes formalities will be addressed, such as
finding the five to ten willing members to assist in the facilitation of training.
4.4 Future Training
Future training will be conducted on an as needed basis, for example when the need arises to
bring on a new MRR. Evaluation of the training will take place and all adjustments will be
addressed in an ongoing evaluation.

5.0 Training Materials List

5.1 Purpose and Scope
The purpose of this document is to assist the project manager and project team in managing the
training materials produced by the project as part of the ARA MRR Training. Training materials
can include: seminars, presentations, self-study tutorials, etc.
The Training Plan Template, located in the ARA HR Manual, provides the framework for
determining how the training materials will be identified, developed, and delivered. This should
be a living document that is updated frequently to reflect new or changing training material
information.
Although both the Training Plan and Training Material templates can be used by projects of any
size, they are intended to be used mainly by the membership department.

6.0 Training Syllabus

Arizona Restaurant Association

MembershipRelationsRepresentative
Training

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 7 of 14

ARA MRR Training Plan

Everyrestaurantownerbenefitsfromourassociation;howeverwithoutyou,theymayneverbemembers.

Spring2016
ARAHeadquartersScottsdale,AZ
Instructor:
OfficeHours:

DavidWhiteContact6023079134x201
MondayThursday830a500p/Friday830a300p

Grading:

Pass/Fail

I.Rationale:
Membershipsalesisdifferentthanothersalestechniquesyoumayhaveusedorreadofinthe
past.Associationmembershipisoftenseenasintangiblesales.Whydopeoplegivemoneyto
charitiesandothernonprofitorganizations?Therearemanyanswerstothatquestion,duringthis
trainingyouwilllearnwhy.
II.CourseAimsandOutcomes:
Thenumberoneaimofthiscourseistoteachyou,themembershiprelationsrepresentative,why
theARAexistsandwhyeveryrestaurantintheStateofArizonashouldbeamember.The
outcomeofthistrainingwillprovideyouwiththeconfidenceandskillsettoperformyourduties
onaconsistentbasiswithincreasingsuccessshowninsalesvolumeincreasesmonthly.
SpecificLearningOutcomes:
Bytheendofthiscourse,studentswill:
Have knowledge of the association that includes the history of the association, the number of
current association members, the names of the board members, the names of board members
businesses.
Explain the difference between an affiliate member and a restaurant member, and what the
qualifying questions are in order to secure membership in both categories.
Upon completion of training the member representative will present his or her reasons they
should be representatives during a question and answer session with a board member.
Upon completion of training the member representative will have secured a minimum of five
new members.
III.FormatandProcedures:
Theclassroomandfieldtrainingwillbeconductedduringregularbusinesshours.Monday
throughThursdayfrom830a500p,Friday830a300p.
Duetotheshortnatureofthecourseitisimperativethereisanexpectationofzeroabsences
duringthistime.Weunderstandlifehappens,andthereisbuiltinflexibility;howeverin
fairnesstotheorganizationandtoyou,thenewemployee,averyrigidexpectationwillbe
discussedondayone.Oncetraininghascompletedtheoptionofflexibilityisgreatlyenhanced.
Classroomtrainingisconductedinourtrainingroomandfrequentbreaksarebuiltintothe
scheduleallowingboththeinstructorandstudenttorefreshthemselves.Athirtyminutelunch
periodisbuiltintoeachclassroomtrainingdayandthestudent(s)areencouragedtoplantobring
lunchintoavoidanypossibilityofreturningfromlunchlateduetounforeseencomplications.

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 8 of 14

ARA MRR Training Plan

Fieldtrainingwilltakeplaceinspecificgeographicalareasandthestudentwillridealongwith
theinstructor.Thefieldtrainingdaysaremoreflexibleinthedailyscheduleandoftenwillresult
inmorethanhalfhourlunchesandwillofferopportunitiestovisitcurrentmembersrestaurants
foralunchperiod.
IV.MyAssumptions
Becausethistypeofsalestechniquesmaybenewtoyou,themembershiprelations
representativeIexpecttheretobeasmalllearningcurve.Iexpectyoutobelieveinthesystem
andgivemefeedbackandquestionsifthereisanythingthatisnotcleartoyou.Thisisan
interactivetrainingsession,Icannotbesuccessfulwithoutyourparticipation.Youwillnotbe
successfulwithoutyourproactiveparticipation.Thetrainingsettingissomewhatinformaland
providesmanyopportunitiesforquestionandanswerperiods.Ifyoudonotaskquestions,Iwill
assumeyouareaspongeandhaveabsorbedeverywordandcanrepeatittomeverbatim.I
expectyoutobeontimeinclassandreadytolearn.Iexpecttolearnfromyou!Nopersonisan
islandandinteractionbetweenpeopleisthebasisofallsales.NOpersonhasalltheanswers.
V.CourseRequirements:
Classattendanceandparticipationpolicy:Showupprepared,everyday.Askquestions.Donot
belateforclass.Donotplantoleaveearly.Learn.Makemoney.HaveFUN!
V.GradingProcedures:
Yourgradeisdeterminedbythenumberofcontactsyouhaveduringthefieldtrainingexercises.
Thereisaminimumoffivenewmemberscreditedtoyoureffortsattheendofthetraining
session.Thismayseemlikeaneasynumbertoachieve,andhonestlyitis,butitdoesrequireyou
toabsorbtheinformationprovidedinthetraining.
Thisisapassorfailtrainingsession.Eachweekyouwillbegivenareviewofinformation
learnedduringtheweekandwillbeexpectedtoarticulatethisinformationintheformofverbal
andwrittentests.
VI.AcademicIntegrity
Asastudent,youarealsoarepresentativeoftheARA.Youareexpectedtoactwithintegrityin
allbusinessproposalsandtherewillbenoopenbooktests.Therefore,youareexpectedtobe
preparedtoanswertestquestionswithoutnotes.Anyuseofnotesduringatestwillresultin
automaticfailureofthetraining,andterminationofemployment.Pleaseunderstandthisisnot
intendedtointimidateyoubecauseIbelievetheinformationsharedinthecurriculumispart
commonsenseandwillbereviewedpriortotests.

VII.InclusivityStatement
We understand that our members represent a rich variety of backgrounds and perspectives. The
membership relations representative department is committed to providing an atmosphere for
Training Plan Template (v1.0)
This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 9 of 14

ARA MRR Training Plan

learning that respects diversity. While working together to build this association we
ask all trainees to:
share their unique experiences, values and beliefs
be open to the views of others
honor the uniqueness of their colleagues
appreciate the opportunity that we have to learn from each other in
this community
value each others opinions and communicate in a respectful manner
keep confidential discussions that the community has of a personal (or
professional) nature
use this opportunity together to discuss ways in which we can create
an inclusive environment in this course and across the ARA
(Cornell University Center for Teaching Excellence 2015)
VIII.TentativeCourseScheduleMaychangebasedonhiredate,andcompletionof
backgroundcheck(s)ofnewMembershipRelationsRepresentative
Topics
April4
HistoryofRestaurant
Associations
Arizonarestaurantscene
April5
Entrepreneurs
RisksandRewards
Chef
April6
LeadGeneration
Affiliatemembersand
restaurantmembers
April7
EffectiveSalesStrategies
April8
Weekinreview
April11
Reviewofsalesstrategies.
Livephoneinteractionswith
potentialrestaurant
members
April12
Livephoneinteractionswith
potentialrestaurant
members

Websites&Resources*LearningAssessment
NationalRestaurant
Association
ArizonaRestaurant
Association
Variouswebsites
2014movieChef(Open
RoadProductions)
Variouswebsites
ArizonaCorporation
Commission&Liquor
Department
VariousWebsites
NRA&ARAwebsites
AZCorpCommission&
LiquorDepartment

Writtenassessment
20questionsmixed
True/Falseand
MultipleChoice

Leadsgenerationefforts
frompreviousweek

Leadsgenerationefforts
frompreviousweek

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 10 of 14

ARA MRR Training Plan

April13
Livephoneinteractionswith
potentialrestaurant
members
April14
Livephoneinteractionswith
potentialrestaurant
members
April15
Livephoneinteractionswith
potentialrestaurant&
affiliatemembers
April18
Reviewofpreviousweeks
salescalls.
Fieldtraining
April19
Fieldtraining
April20
Fieldtraining
April21
Fieldtraining
April22
FinalReview

Leadsgenerationefforts
frompreviousweek

Leadsgenerationefforts
frompreviousweek

Leadsgenerationefforts
frompreviousweek

Formativeassessment
reviewofprogress.
Fivetestcallswith
instructor.

Hittingthestreets

Hittingthestreets
Hittingthestreets
Hittingthestreets
Boardmember
introductions

Summativereviewof
audienceknowledge.
Testcalltoboard
member.

MATRIXGradingScale(pass/fail)030%,3150%,5180%,81100%
Passing80%
SubjectMatter
Understanding
ofAssociations

030%
Doesnothavean
understandingof
historyornature
ofwhytheyexist
today

3150%
Smallgraspof
whoARAand
NRAarebutnot
fully
understanding
purpose

5180%
Understands
purposeof
associationsand
canpartially
articulate
importance

EffectiveSales
Techniques

Doesnothavea
basic
understanding
thesalesprocess

Showsa
tendencyto
acceptafirstno
withoutfollow
upquestions

Canovercome
smallobjections
withfollowup
questions,asks
forthesale

81100%
Clear
understandingof
theARAsrole
withtheNRA
andarticulate
fullytheir
importanceto
restaurantowners
instateofAZ
Clearly
articulates
objectionsof
potential
membersand
overcomeswith

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 11 of 14

ARA MRR Training Plan

TestCalls

Stumbleswith
introductionof
ARA,askszero
tofewprobing
questions

BoardMember
Call

Struggleswith
boardmember
name,doesnot
articulate
missionofARA

featuresand
benefits,asksfor
andobtainssale
ArticulatesARA ArticulatesARA ArticulatesARA
mission,but
mission,provides mission,provides
cannotprovide
substantive
substantive
benefitsto
answersto
answersto
specific
questions,asks
questions,guides
objections
forsale
conversation
throughout,asks
forsaleand
offersfollowup
ifnecessary
Speaksclearly,
Speaksclearly,
Speaksclearly,
articulatesARA articulatesARA articulatesARA
mission,
mission,provides mission,provides
stumbleson
substantive
substantive
benefitswhen
answersto
answersto
questioned
questions,asks
questions,guides
forsale
conversation
throughout,asks
forsaleandsells
membershipto
boardmember

*Websiteandresourcesmaychangeatdiscretionoftheinstructor.
SyllabustemplatecourteouslyCornellUniversity.
https://www.cte.cornell.edu/teachingideas/designingyourcourse/writingasyllabus.html

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 12 of 14

ARA MRR Training Plan

APPENDIX A: Training Plan Approval

The undersigned acknowledge that they have reviewed the Membership Relations Representative
Training Plan and agree with the information presented within this document. Changes to this
Training Plan will be coordinated with, and approved by, the undersigned, or their designated
representatives.
Signature:
Print Name:
Title:
Role:

Date:
Jana Shelton
Vice President Administration
Project Overseer

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 13 of 14

ARA MRR Training Plan

APPENDIX B: REFERENCES

Document Name
Arizona Corporation
Commission
Arizona Liquor
Department
Arizona Restaurant
Association
National Restaurant
Association
Writing a Syllabus

Website

Description

Location
http://ecorp.azcc.gov/Search

Website

http://www.azliquor.gov/query/query.cfm

Website

https://azrestaurant.org/

Website

http://www.restaurant.org/Home

Template

https://www.cte.cornell.edu/teachingideas/designing-your-course/writing-asyllabus.html

Training Plan Template (v1.0)

This Learning Plan is A School Project and May Not Be Implemented by the ARA

Page 14 of 14