Make capture consistent by training behaviours as well as the tool: how to open, when to scan, how to ask permission, how to record a note, how to set priority and what to do when the app is offline. Use role-play and a quick quality check after each interaction.
A good tool in untrained hands still produces thin records. A short, practical briefing before the show matters more than a long manual.
Training topics
Before the conversation
- The event objective
- Target visitor profiles
- Conversation openers
- What not to promise
During and after
- Qualification questions
- When to scan and how to ask permission
- How to record notes and set priority
- How to choose a next action and route visitors
- How to handle opt-outs
- What to do when the app is offline
Checklist
Role-play scenarios
- A high-intent prospect with an urgent project
- An early-stage researcher
- An existing customer
- A partner prospect
- A general visitor
- A person who refuses a scan
- A visitor without a scannable badge
- A visitor asking a question the staff member cannot answer
Checklist
A quality check after every interaction
- Who did we meet?
- Why did the interaction matter?
- What does the person need?
- How relevant is the contact?
- What did we promise?
- Who owns the next action?
- When should it happen?
Reference
A short training session
| Part | What to cover |
|---|---|
| Why we capture | The link between a good record and a follow-up that gets a reply |
| The permission script | Say it aloud and practise it twice |
| The app or form | Hands-on practice with the real device, login and questions |
| Notes | Write one strong note together |
| Backups | Offline mode, the paper form and who to call when something fails |
| Check | Each person captures three practice contacts and the owner reviews them |
Different people, different training
Booth staff need practice with the conversation and the device. The lead-capture owner needs to know how to configure fields, test offline mode, check duplicates and review data each day. Sales needs to know what a record contains and how to give feedback. See who does what in lead capture.
Frequently asked questions
How do you make lead capture consistent across booth staff?
Agree one workflow, train it with role-play and check each interaction against a short quality list: who, why, need, relevance, promise, owner and timing.
What should booth staff be trained to do?
Open the conversation, qualify naturally, ask permission, scan, record a note, set priority, choose a next action, handle opt-outs and use the offline backup.
How do you handle a visitor who refuses a scan?
Respect it. Offer a card or a resource link, note what you can without personal details and move on politely.