Appropriate centre greeting at the commencement of call

Prospect enquiry transition to staff response: Eg Sure I can help you with that, can I ask a few questions so I understand what you are looking for?

Did the staff member ask for the customers name?


Rapport established with prospect: Eg how was your day, then rapport (family, occupation or recreation)


What are you interested in doing at the centre?

What results would you like to achieve or what is your number 1 priority in getting started?

Why is the goal of x important to you or Why is it important to achieve the goal of x?

When would you like to achieve your goal or do you have a timeline for achieving your goal of x?

Who will you be working out with?


How many times are you looking to workout to achieve your goal of x?

Do you live or work locally?


Transition into appointment by acknowledging that we are in a position to help them achieve their goal - why?

Motivating / goals based reason for prospect to attend a tour: what most people do, the best thing... etc

Alternative close or appointment times given.


Manage customer expectation - what is going to happen when they come in for their tour?

Referral opportunity given - inviting a friend or family member who may be interested to attend too

End call with a nice experience - thanking for calling, looking forward to meeting them.

Overall comment

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.