PHASE 2 — BRAND-SPECIFIC TRAINING
- 2 Sections
- 21 Lessons
Module 7 — BBC Brand Track
Module 8 — Tech Stack
Brand-Specific Training prepares Virtual Burn Ambassadors (VBAs) to confidently support prospective Burn Boot Camp Members throughout the lead journey.
Building on the core skills developed in Phase 1, this course moves into the day-to-day responsibilities of the VBA role within the Burn Boot Camp environment. Learners will become familiar with the Burn brand and Member experience, understand their responsibilities and boundaries, manage leads from initial inquiry through Trial Camp and post-Camp follow-up, and apply appropriate communication, documentation, escalation, and handoff procedures.
The course also introduces the VBA technology stack and provides practical guidance for completing communication, scheduling, Member-related, CRM, and lead-management tasks using the appropriate systems.
By the end of the course, learners will be prepared to handle common lead interactions with greater speed, warmth, accuracy, and consistency while supporting a positive prospective Member experience.
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This course includes
Understand the Burn Boot Camp brand and the core values of Inspire, Empower, and Transform.
- Explore the Burn Boot Camp website and locate reliable information about Camps, programs, locations, and Member offerings.
Define the VBA role and recognize responsibilities, limitations, escalation points, and handoff requirements.
Execute the VBA shift workflow, including lead prioritization, documentation, follow-up tasks, and shift handoffs.
Follow the complete lead journey from initial lead submission through booking, First Camp, and post-Camp disposition.
Apply speed-to-lead practices and complete the required text-call-text outreach sequence.
Differentiate automated and manual actions within the KindKatch lead journey.
Pre-qualify prospective Members based on location, product fit, Child Watch requirements, and returning-lead status.
Book Trial Camps and complete required confirmations, waiver activities, and follow-up actions.
Conduct value-based lead conversations that uncover needs, communicate relevant Burn value, and create a warm handoff to the Trainer.
Handle inbound contacts and common lead scenarios, including objections, no responses, no-shows, out-of-area inquiries, and returning leads.
Apply VBA quality standards for speed, warmth, accuracy, completeness, tone, and handoffs.
Use the VBA technology stack effectively for communication, scheduling, Member management, documentation, CRM updates, and follow-up activities.
What Learners Will Be Able to Do
After completing Phase 2, learners should be able to manage a prospective Member's journey using the appropriate Burn Boot Camp processes, communication standards, technology, and escalation procedures—from the first interaction through Trial Camp booking and handoff.