KGH MG Spirit September 16

Information

Telephone Enquiry

Was the phone answered within 6 rings
Was the phone answered " Good morning/afternoon/evening (brand specific) Health Club (name specific) how may I help
Was the staff member friendly, welcoming and did they give a good impression of the club
Was your name used during the call
Did the staff member try to deflect the price question when first asked? (note; giving a range of prices or a "starting from" price is acceptable)
Were you asked what you wanted to achieve and what facilities or activities you were interested in
Did they ask where you had heard about the club
Did they create a positive rapport (friendship) over the phone
Did the team member invite you to attend an appointment at the club
Did they thank you for your call and sound like they were looking forward to meeting you

Did you receive a confirmation call, text or e-mail the day before your scheduled appointment
Were you warmly welcomed at the club reception with a smile and verbal greeting
Were the reception areas clean,tidy and did they create a good first impression
Did the staff member conducting your club visit/tour introduce themselves
Did they make you feel relaxed and build up a good rapport with you?
Were you asked about your current exercise or levels of physical activity
Did they ask you what facilities and activities you were interested in
Were you asked what you would like to achieve
Did they ask if there was any particular reason why you wanted to achieve your goals (team members are coached to try to find out why a prospect wants to achieve a particular goal)
Did the team member take notes when asking you about your goals/needs
Did the team member show you round the club and realte the tour to your needs and goals specifically
Was your name used at least twice on the club tour
Was the appearance of all team members professional and appropriate
Was general cleanliness to an acceptable standard as you walked around the building

Did the team member sit you down to conduct the price presentation if seating was available
After the club tour were you asked if you had any questions
Were the added benefits of joining the club discussed
Did the team member offer you a short term membership (less than 3 months) and/or a free trial BEFORE asking if you would like to join on a full membership
Did the team member write down 2 membership options in the space provided on the enquiry card
Did the team member break down the prices to show their respective monthly & weekly equivalent amounts
Were you asked which of the membership options presented that you would like to join on and/or were you asked if you would like to join the club today
On declining to join at that time was the team member understanding about any objections you may have and did they offer a solution
Did the team member ask if you would mind if they contact you in a day or two to see how you feel then
Were you given the membership options rate card to take with you
Was the team member friendly and did they make you feel comfortable

Did you receive a follow up call within 2 days of the club tour
During the follow up call were you greeted by name and did the team member introduce themselves by name and club in a friendly manner
Did they ask if you had made a decision on whether you would like to join
When you declined did they ask if there was any particular reason
On declining did they offer you a free trial guest pass to come and try out the club
Did the follow up call you received create a good impression of the club if not why not
Did you receive a thank you email within 1 day of your follow up call