Staff Training Guide

Transcription

1 Staff Training Guide 1

2 How to Play Keno Keno is a fun easy-to-play numbers game where you can win over $1 million for just $1 when you pick 10/10 numbers. You can pick from 1 to 6 numbers to play regular Keno, or pick 7 to 10 numbers to play Jackpot games. ar your selections this way a s or a wi pi A B elect your numbers C ow much o you want to bet per ame $1 $2 $3 $4 $5 $10 $20 $30 $50 $100 other $ D ow many ames o you want to play more To multiply a win up to 10x cross the box! KB If you don t want to pick your favourite numbers, you can have the numbers selected for you. There are $5 and $10 Kwikpik cards to put through the selling terminal. The Kwikpik option is also available on the Keno Touch terminal, you can also adjust the numbers that have been selected for you. To play for bigger prizes, try our Jackpot ticket. Simply select and match 7 to 10 numbers to win. Or if you want the numbers selected for you, simply choose a Kwikpik ticket. The current Jackpot amounts can be seen on the Keno TV. The Spot 10 Jackpot starts at $1 million and is the main feature of the screen. The Spot 7, 8 and 9 Jackpots are located below the Spot 10 Jackpot. Check the Keno TV regularly so you can keep track of the current jackpot levels so you can let your customers know and ask if they would like to play a Jackpot game. 1

3 How to Play Keno A. Select your bet B. How much do you want to spend per game (eg: $2) C. How many games do you want to play (eg: 5) EXAMPLE: Pick Heads, spend $2 per game and play 5 games - ticket costs $10 You can multiply your regular Keno prize by up to x2, x3, x4, x5 or x10, just by selecting Keno Bonus on their ticket or on the Keno Touch. When you select Bonus, it will double the cost of your ticket, but if you win, you could multiply your prize up to 10 times! Before every Keno game, the Bonus Multiplier will be displayed on the Keno TV screen. EXAMPLE: A spot 4 for 10 games will cost you $10. A spot 4 with Bonus for 10 games will cost you $20. C ow much o you want to bet per ame $1 $2 $3 $4 $5 $10 $20 $30 $50 $100 other $ D ow many ames o you want to play more To multiply a win up to 10x cross the box! Keno Bonus Product Statements: Biggest Keno prize won so far is $300,000, a customer played/picked Spot 8 with Bonus with a multiplier of 10! You can win over $4 million if you play the Spot 10 with Bonus, did you want to try? Did you want to Bonus your ticket, its an extra $1 per game. KB 2

4 How to Play Keno Keno Replay When you select to Replay your Keno ticket, you will Replay the same numbers you originally chose in the upcoming games. Keno Replay is an easy and effective way to drive sales in venue. Asking a customer if they would like to replay their ticket is another form of Keno Up-Selling. When a customer comes to the selling counter to check their ticket, simply ask them would you like to replay? The option will come up on your X7000, you just need to enter how many games you would like play. You can also replay your ticket on the Keno Touch. The option will automatically come up when you scan your ticket. Customers may not be aware they can check and replay their ticket in a few easy steps on the Keno Touch. Please ask customers if they need any assistance. Different Ways to ask a customer to Replay: Customer checks their ticket and wins $3: Did you want to replay for 3 games? Customer checks their ticket and wins $6: You ve had a win! Did you want to replay those numbers? Customer checks their ticket and wins $1: Did you want to try those numbers again? Keno Replay Product Statements Did you win the million? Why don t you replay and try your luck again? Are you feeling lucky? Did you want to replay those numbers? Did you know you can replay those numbers? You can also ask a customer that has not had a win to replay their ticket: Sorry, no luck this time, did you want to try those numbers again? 3

5 What Your Customers Can Win 4

6 Best Practice Keno Performance Drivers Optimum Keno performance is achieved through execution and focus in the following key areas: 1. Keno Champion Keno Ambassador Best Practice: Identify staff member/s to drive Keno in venue. They should ensure Keno is correctly set up daily by completing the Keno daily checklist and inform staff of all Keno news and promotions. Keno Champion averages: NSW 2-3 QLD 2-3 VIC Vision Best Practice: Expanded distribution vision throughout venues increase awareness and availability of Keno in venue and drive impulse purchases. Keno vision should be available in the bistro, bar, sports/bar, TAB area, gaming room, lounges and outdoor areas. Nominate TV s in your venue, particularly in high traffic areas that can display Keno. Keno TV averages: NSW 15 QLD 22 VIC 10 5

7 Best Practice Keno Performance Drivers Optimum Keno performance is achieved through execution and focus in the following key areas: 3. Merchandising Best Practice: Expanded distribution of ticket caddies particularly in the bistro and other high traffic areas. Merchandise venue according to POS Instructions. Increase Caddies and check stock daily. Caddie averages: NSW 15 QLD 22 VIC Training Best Practice: Training venue staff on core game products & replay as a key message. Train all staff on Keno and encourage staff to engage customers. NSW Developing QLD Established VIC Commencing 5. Terminals Best Practice: Expanded availability of operators and self-service terminals. Train all staff on Keno terminals, introduce customers to Keno Self Service (Keno Touch). Terminal averages: NSW 3 QLD 2 VIC 2 6

8 Keno Up-selling Guide Keno is an exciting new product which provides customers with another form of entertainment in your venue. You will need to talk to your customers about Keno, as many would have heard about it, but never played it. Most customers have played a lottery ticket, so they would be familiar with Keno, but may need a little help from staff to put on their ticket. Up-Selling Keno products to customers consists of 2 components, the product statement, (used to educate the customer on Keno) and the product offer (used to encourage additional Keno sales). Product Statements Product statements can highlight a product feature, a jackpot amount, or even a Keno promotion that is running in your venue. Examples include: Costs $1 to enter, you can win the spot 8 jackpot and the car, you can double your money with Heads & Tails, etc. Product Offer The product offer is when you invite the customer to make a purchase. Examples include did you want to try our new game Keno? Would you like to play for $1 million? Spot 8 jackpot is at $40,000, did you want to try your luck? Winners Stories Winners stories are another great way to engage and educate new customers on Keno. Talking about how a customer won $1800 by picking 6 numbers after spending $5 last night, or a story how a customer won $300,000 by playing Spot 8 with Bonus will educate them on the product, and encourage them to play the same ticket and try their own luck. Some of our recent lucky Keno prize winners are listed below: A Norlane West granddad won $61,000 at Norlane Hotel on December 20, He purchased a Spot 8 KwikPik. A Melton plumber won his second Keno jackpot worth $43,000 and brand new Toyota GT86 at Tabcorp Park with his eight lucky numbers. Unbelievably, back in 2007, the very same numbers won the granddad from Melton South a $27,483 Keno jackpot, just 5km away. Brick layer Ken, made history after winning a $300,000 Keno jackpot at the Kangaroo Flat Hotel the largest Keno jackpot to be won in Victoria since the re-launch. The ticket cost just $2 $1 for the game and $1 for Keno Bonus. He won on a Spot 8 with a x10 Bonus, which multiplied his jackpot by 10 to a massive $304,520. 7

9 Keno Merchandising Guide How to Merchandise the Powerwall Bronze Powerwall Bronze Powerwall with Touch Silver Powerwall How to Merchandise the Caddy Caddy Side 1 Caddy Side 2 Caddy Side 3 8

10 Keno Merchandising Guide Merchandising: Pathway to Purchase Applying Retail Best practice methodology to our messaging and merchandising enhances our presentations to customers further driving participation. The Pathway to Purchase methodology defines 4 zones in a customers journey through a retail outlet. It defines the required marketing messages within each zone: Zone 1: Entry Must incorporate where your customers are when they see your venue. Signage must be large enough to be seen whilst also establishing the most direct route into your venue. Zone 2: En Route En Route is the path which a customer will take to reach their destination in your venue. This pathway defines the awareness of an offer and its availability. Zone 3: Destination Customers in this space have usually made a decision to investigate or purchase a Keno product. Merchandising in this area should be focused, strong and directional. Zone 4: Payment Point Payment Points covers any cashier, operator space with Keno machines and self service terminals in your venue. Venue Resource: Keno Tookit Keno Toolkit is where you go to get all the latest news, compliance information and updates, venue forms, download Keno images, purchase promotions/promotional material and order stationery. Go to to log in. If you have forgotten your password, please use the forgot your password link or call Toolkit Support on

11 Keno Vouchers Keno voucher functionality is now available. You can print out vouchers to hand out to customers. This function is accessed from the operator function menu Process on how to print a voucher 1. Select Keno Voucher 2. Enter the value of the voucher and press send. 3. There will be a reminder for you to take the money from the customer. A sample of the voucher will be displayed on the screen. 4. A voucher will come out of the printer to hand to the customer. 5. The voucher can be used at the X7000 as well as the Keno Touch to purchase Keno games. Tips on Keno Vouchers The vouchers are individually bar coded and can be redeemed at the Keno Touch or X7000. For best results, whilst the customer is redeeming the voucher, staff should demonstrate how to use the Touch terminal or fill in the Keno ticket. You should also let the customer know they can replay their numbers after they check their ticket. It is a great opportunity to educate customers on how to purchase their own Keno ticket and drive repeat business. 10

12 Keno Syndicate Guide Syndicates are a great way to drive turnover, get to know your customers and create a fun atmosphere in your venue. Syndicates give customers the opportunity to play larger ticket entries, increasing their chances of winning by sharing the cost of the ticket. They are also a great way to introduce new customers to Keno, giving them the opportunity to play a variety of game types on the one entry point. Keno Syndicate Support POS packs Have been developed to help promote Keno Syndicates and to encourage your customers to have fun and enjoy the games. Syndicate pack includes: Instruction x 1, T & C s x 2, Entry Ticket Pad 2 x 100, A2 x 2 Awareness Posters, A4 x 4 Awareness Posters, A1 Syndicate Board. Syndicates r u o Join ates c i d Syn day! ry! to Hur Sy Syndica S yndicate te Name: Bets: Cost Per Share: $ $ ates Syndic re in! Think! About your choices Call Gambler s Help Terms & Conditions apply. Please s apply. Plea se refer to Terms & Cond refer to Terms & Conditions in store You Z3_0/0-0/0/00 (TB000) Ask at the Syndicate Name: r share grab you to r te n e cou Ask at th Phone Number: Game Number TO: Name: ition Terms & Cond Result: $ Game Number FROM: Syndicate Name: out your Think! Ab r s Help ble Call Gam 858 u g.vic.gov.a lemgamblin e.org.au rob w.p nlin ww blinghelpo ww w.gam Number of Shares: Think! About your choices Call Gambling Help choices out your Think! Ab g Help blin Call Gam sw.gov.au lp.n blinghe ww w.gam u qld.gov.au nline.org.a ww w.olgr. blinghelpo ww w.gam $ Game Number TO: Note: choices Maximum Prize: Game Number FROM: Syndicate dividends under $10 will not be distributed to players, and will instead be replayed es Syndicat Y Syndicate Investment: Start Time: Entry into ses : s clo d Syn icate ou re in! Syndicates Are you in? Syndicate Lucky Numbers: Think! Abo Call Gam ut your choi ces bling Help blinghelp.nsw. gov.au qld.gov.au blinghelpo nline.org. au Name: counte r to gra b your Think! Abo Call Gam ut your choi ces bler s Help lemgambling.v ic.gov.au blinghelpo nline.org. au Terms & Conditions apply. Please refer to Terms & share Conditions in store Z3_0/0-0 itions in store Z3_0 /0-0 /0/0 0 (TB0 /0/00 (TB000) Cost Per Share: 00) Option CLIE NT: PROJ ECT: DATE : Cost Per Share: W HILST Think! About your choices Call Gambling Help Tabcorp Gaming Keno Synd icates Stage 1 12/12 /12 A L L POS SIBL E CA RE H A S BEEN TA K EN IN T H E PROD UCT Think! About your choices Call Gambler s Help JOB No : 2234 FILE : Keno_Syn dicates_a DESIGNER: 2_DC5.ai GM ION OF T HIS A RT WORK, IT REM A IN S T H E FIN A L RESPO NSIBI SIZE : 420mm(W ) x 594m COLO UR m(h ) : 4 Colo ur Proc ess + Mac STOC K: hine Varn 170gsm ish Gloss Art TO CH LIT Y OF T H E CLIEN T ECK FOR ACCU R ACY. PRIN T ORDE R: M C Y K CMY K 1-4 Hi-GLOSS 5 M SIZE : JOB No : e_a 4_G ene ric_ DC1.ai COLOUR S T O CK : (H) x 297mm 210 mm (W) Varn ish s + Mac hine ur Pro ces : 4 Colo Glo ss Art ER : 170 gsm PRI N T ORD Y C K CMYK 1-4 Hi-G LOS S 5 Position POS in high traffic areas in your venue to advertise the syndicate. Don t forget to utilise the Gaming, Bistro, TAB, Bar and Keno Touch machine areas. Ensure A1 Keno Syndicate board lists the details of syndicate and is visible to customers in optimum locations, close to the selling counter. icat Ken o_s ynd FILE : Gam ing Tab corp GM CLIE N T: L RESPO Stag e 1 DES IGNE R: THE FINA dica te REMAINS : Ken o Syn WORK, IT PRO J ECT THIS ART CTION OF E PRODU 12/12/12 EN IN TH DAT E : B E E N TA K IBL LL POSS WHILST A R AC OR ACCU CHECK F C L I E N T TO Y OF THE NSIBILIT Y. AS E CARE H CL IEN T: Tabcorp Gaming J OB No : 2234 SIZE : 130mm(W) x 90mm(H) J EC T: on Keno1800 Syndicates F IL E : Keno_Syndicates_TICKET_DC3.ai Gamble Responsibly. C OLO U R : 4 Colour Process + Number Stamp Think! About your choices. In NSW or VIC call GamblingPROHelp 858- Stage 858 1or visit 11 DAT E : 07/01/13 DESIGNER: GM S TOCK : Printer to nominated W H I L S T A L L P O S S I B L E C A R E H A S B E E N TA K E N I N T H E P R O D U C T I O N O F T H I S A R T W O R K, I T R E M A I N S T H E F I N A L R E S P O N S I B I L I T Y O F T H E C L I E N T TO C H E C K F O R A C C U R A C Y. PRIN T ORDER : M C Y K CMYK 1-4

13 Keno Syndicate Guide Syndicate Mechanics The venue is able to start a syndicate with as few as 5 people but the ideal minimum amount is 10 people buying in at $10 per person. Example: 10 people playing at $10 entry, gives you a total of $100 to purchase Keno tickets. While syndicates are starting off: Push more games on spots 4, 5 & 6 as there is a greater chance of seeing returns (and they are typically the most popular games). Including the 10 spot in the syndicate as a selling point, to chase the $1 Million+ Dollars Including Heads or Tails gives you a chance to double your money! $50 can be used to play Spot 5 games (Return for $1 = $640) $50 to be played on heads or tails (Return on $10 = $20) Upon entry the customer gets a vote, either Heads or Tails. The selection that has the majority of the votes from the customers is selected. If the return is equal or less than the entry point (In this case $10) then the tickets are replayed. The syndicate should cover off games that are likely to have a win, like the spot 4 and 5. The syndicate can also Bonus games, although less games are played, there is a bigger return if it is a winner. Example Syndicate: $100 Chasing a Jackpot 12 Games of Heads & Heads Tails, $5 per game ($60 total). 10 Games of Spot 7, $5000 minimum jackpot, with Bonus ($20 total). 10 Games of Spot 8, $25,000 minimum jackpot with Bonus ($20 total). Example Syndicate 2: $100 - Increased chance of getting a return 12 Games of Heads & Heads Tails, $5 per game ($60 total). 10 Games of Spot 4, with Bonus ($20 total). 10 Games of Spot 5, with Bonus ($20 total). 12

14 Keno Retail Standards Equipment X7000 operational/logged on. Keno Touch operational/logged on. Keno dedicated TV s are displaying Keno. Keno dedicated TV s are identifiable with a Keno shroud. Merchandising Powerwall TV on Powerwall is displaying Keno vision. Keno tickets are fully stocked and ranged as shown in the Merchandising Guide (page 8). Keno Game Guide is ranged as shown in the Merchandising Guide (page 8). Pencils are sharpened and fully stotcked. Current Keno campaign poster is displayed in the poster holder. Keno Caddy Keno tickets are fully stocked and ranged as shown in the Merchandising Guide (page 8). Keno Game Guide is ranged as shown in the Merchandising Guide (page 8). Pencils are sharpened and fully stocked. Keno Caddies are placed on tables and bars throughout the venue. s the Don t mis Boat! Win a Harley Davidson Keno POS Keno marketing material is current, and displayed as per merchandising POS instructions (available on Keno Toolkit). these Win one of ing prizes! amaz Dartboard Kash cards! For your chancekeno to win spend $20 or more on To enter, any Keno Jackpot game a Keno Heads or Tailsplay ticket (darts not included) Think! About your choices Call Gambler s Help Harley-Davidson Motor Company is not endorsing, sponsoring, or otherwise affiliated with this promotion * Terms & Conditions apply please refer to Terms & Conditions in store or at Z1 Vic12/11-16/12_A4 For full terms and conditions please see Keno Operator. Authorised under NSW Permit Number LTPM/12/ _Club-Insight-magazine-ads_FA.indd 2 16/01/13 1:06 PM 13

15 Keno Compliance Standards Compliance Under 18 Stickers are on the Keno Touch and/or each X7000 terminal. Keno Operating Manual, Keno Rules (in manual) and RG Code are located near the X7000 terminal. Correct Paper Rolls are fitted in the X7000 terminal and/or Keno Touch. Dedicated Keno TV s in the gaming room are displaying Keno. Customer display on the X7000 is in full view of the customer. Operations Manual Participants Guide Regulatory Fact Sheet Complaints Resolution Keno is committed to providing the highest standards of customer care and Responsible Gambling. Keno s Responsible Gambling Code of Conduct illustrates how we demonstrate this commitment. Responsible Gambling occurs when customers can make informed choices about gambling and make rational and sensible choices based on their individual circumstances. Keno outlets do not cash cheques from customers including the cashing of cheques for the purpose of playing Keno. The Gambling Regulation Act 2003 prohibits Keno venues providing credit to customers for the purpose of playing Keno. Do you gamble more than you can afford? Do you gamble to win back your losses? Don t chase your losses. Walk away. Know when to stop, don t go over the top. Gamble Responsibly. PRE- COMMITMENT Tabcorp and this venue encourage customers who play Keno to set a time and money limit according to their circumstances. Set yourself a limit and do not exceed it. You know the score. Stay in Control. Keno RG Code of Conduct Victorian Keno Rules Responsible Gambling A4 Poster TAB 2728 Pre-Commitment Sticker TAB 2727 X7000 TAB 2239 Keno Touch Terminal TAB2237 Keno Game Guide KPGV-1 14

16 Keno Retail Standards Daily Checklist Retail Standard Sun Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Compliance Under 18 Stickers are on the Keno Touch and/or each X7000 terminal Keno Operating Manual, Keno Rules (in manual) & RG Code are located near the X7000 Correct Paper Rolls are fitted in the X7000 terminal and/or Keno Touch Dedicated Keno TV s in the gaming room are displaying Keno Customer display on the X7000 is in full view of the customer Equipment X7000 operational/logged on Keno Touch operational/logged on Keno dedicated TV s are displaying Keno Keno dedicated TV s are identifiable with a Keno shroud Merchandising Powerwall TV on Powerwall is displaying Keno vision Keno tickets are fully stocked and ranged as shown in the Merchandising Guide (page 8) Keno Game Guide is ranged as shown in the Merchandising Guide (page 8) Pencils are sharpened and fully stocked Current Keno campaign poster is displayed in the poster holder Vision Gaming Room Bistro Sportsbar/Public Bar TAB Smoking Solution Secondary Solution Keno Caddy Keno tickets are fully stocked and ranged as shown in the Merchandising Guide (page 8) Keno Game Guide is ranged as shown in the Merchandising Guide (page 8) Pencils are sharpened and fully stocked Keno Caddies are placed on tables and bars throughout the venue Keno POS Keno marketing material is current, and displayed as per POS instructions 15