F45/SAOR Mystery Shop FINAL

Were you called or contacted by a team member within 8 hours of online enquiry?

What type of contact was made? Email/Phone etc...( If you have email please copy in here)

Was your original email question(s) referenced in response?

Was the response email professional?

Did they sign off and provide their name on email or was it a 'F45 SITE NAME' signoff?

Did the email show interest in you and seem engaging or did they simply seem like they sent a 'copy and paste email'?

Was the phone answered with "Thanks for calling BUSINESS NAME/LOCATION, this is NAME speaking ....... ." Or similar

Were you asked your name?

Did the person who responded introduce themselves and their role <br>on the phone in a professional manner and provide their <br>name and studio location? <br>

Did the Membership Advisor deflect from giving prices at least 2 times and ask the following<br>questions:<br>How did you hear about US?<br>• Where do you live/work?<br>• What sort of training have you done before?<br>• What are your fitness goals/what type of training are you interested in doing<br>now?<br>• Are you inquiring for yourself or do you have a friend or family member that<br>might also be interested?<br><br>PLEASE EXPAND ON HOW THEY SPOKE ON THE ABOVE

Did the team member ask open ended questions and repeat your goals back to<br>you?

Did the team member invite you down to the club to get a trial and do a class?

Did the team member invite you down to the club 15 minutes before the class and explain why this is?<br>

Did the Studio Manager end the call leaving you excited for<br>your first session in studio?

Did the team member get a date and time confirmed with you for appointment?

Did the Studio Manager let you know about our F45 App,<br>how to download it and book you next classes?

Did the team member get some 'goals info' over the phone? Using LEGO is a simple way to double check.<br>Did they ask - LOCATION, EXPERIENCE, GOALS AND THEN GET A SOFT 'OPT IN'

Did the Studio Manager provide information on at least 2<br>benefits of F45 that meet your needs as discussed above?

Did you receive a appointment/info confirmation text/email on the evening before your<br>appointment? (if applicable)

Were you greeted by a reception team member with a smile and verbal greeting?

Did they ask your name?

Did the team member welcome you to the studio, introduce<br>themselves and ask you to complete the F45 Pre Screen<br>Form when you arrived? Did they ask or know your name?

Did the team member ask you about any existing injuries or<br>training requirements as indicated on your PEQ form?

Did the team member ask about your current training, as<br>indicated on the PEQ form? And ask questions to further discuss<br>this?

Did the team member discuss your training goals with you, as<br>indicated on the PEQ form? And ask questions to further discuss<br>the specificity and importance of these?

If they did not ask the appropriate questions during phone call, they should do so<br>now. Did they ask many 'needs analysis style questions'?

Did they ask this (not necessarily direct wording but conceptually): What did you enjoy most or not enjoy at your previous gym?

Did they ask this (not necessarily direct wording but conceptually): How do you feel currently and how would you like to feel?

Did they ask this (not necessarily direct wording but conceptually): Do you have a time frame or specific occasion that your would like to achieve your<br>goals by?

Did they ask this (not necessarily direct wording but conceptually): Recap goals/main areas of interest and ask more about what they want to achieve<br>and why?

Did they ask this (not necessarily direct wording but conceptually): How important are these goals to you?

Did they ask this (not necessarily direct wording but conceptually): How many times a week and at what times will you be coming in to train?

Did the team member show you where to put your belongings<br>in the open lockers and indicate where bathrooms and water<br>fountains were.

Did they introduce you to at least 1 other member of staff during your tour?

Did they speak in a way that made you picture yourself using the gym as a member?

Did they do a trial close? (Trying to get you to say yes to something small eg. if you enjoyed today would you be thinking about joining?

Did they end the Trial session with a bridging question i.e "Other than membership options, is<br>there any other questions I can answer for you about the club?"

Was the class started on time?

Did the coach introduce themselves and explain what the class was going to be<br>like?

Did the coach ask if any members had injuries?

Was a proper warm up done prior to exercise?

Did the coach demonstrate exercises with clear explanation?

Was the coach motivating and energetic?

Was the music loud enough?

Did the coach help correct form and technique?

Did class run for the allocated timeframe?

Was the exercise demonstration clear, short and energetic?

Was equipment cleaned and put back properly if it was the last class?

Was the trainer running the warm up engaging and<br>energetic and were you assigned a starting station number?

Were you approached individually throughout the class,<br>addressed by name and given feedback, assistance and<br>motivation?

Were regressions/ progressions for exercises demonstrated<br>where needed?

Was there a proper cool down or core circuit at the end of class?

Did the coach give club announcements

Were you greeted at the end of the session with a high-five<br>and encouragement?

Did the trainer chat to you at the end of the session to see<br>how you enjoyed the class?

At the start of class did the team member:<br>● Welcome the group to the studio<br>● Announce the class type (cardio, resistance etc.)<br>● Clearly explain what we are aiming to achieve in<br>this session? E.g slow repetitions, heart rate spiking<br>during work periods, how many reps for work set<br>-Clearly explain the timing and station changes<br>● Ask for members to let them know about any<br>injuries or training requirements in the warm up.

Were you asked if you had booked in for your next<br>sessions? And if you hadn’t, were you instructed how to do<br>so e.g Download and book via the App?

Were you given a welcome pack by the trainer (price sheet,<br>and welcome letter/Ts and Cs)? Did the trainer briefly chat<br>you through our membership options and the benefits of<br>membership? And explain any promotions or offer to create<br>urgency to sign up during your trial period?

Was the equipment set up in a tidy and organized manner? (including stored equipment)

Were the bathrooms clean and tidy?

Was the front desk and locker area clean and free of<br>clutter?

Was the overall appearance of the studio clean, neat and<br>tidy?

Would you recommend a family member or friend to join<br>this F45 Studio?

Did they present 3 options going from highest price options to lower?

Were you contacted by the Studio Manager via phone within 48<br>hours of your first trial class to follow up your experience?

n this phone call did the Studio Manager ask you:<br>- How you enjoyed your first class?

In this phone call did the Studio Manager ask you:<br>- If you have any feedback?

In this phone call did the Studio Manager ask you:<br>- When will you be attending your next session or<br>comment on your next booked session?

In this phone call did the Studio Manager ask you:<br>Ask if you had questions following up the membership<br>options etc or ongoing training?

<br>In this phone call did the Studio Manager ask you:<br>Did the Studio Manager aim to create urgency to join<br>before your trial ended with a current offer etc?<br>