Title Page
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Document No.
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Audit title
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Location
- Ashburton Pool & Recreation Centre
- Balwyn Leisure Centre
- Boroondara Sports Complex
- Carlton Baths Community Centre
- Caulfield Recreation Centre
- Deakin Burwood
- Deakin Geelong
- Kensington Community Recreation Centre
- Kew Recreation Centre
- Knox Leisureworks
- North Melbourne Community Centre
- Recwest Footscray
- Hawthorn Aquatic & Recreation Centre
- Monash Fitness Centre
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Conducted on
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Prepared by
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Personnel
Greeting
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Appropriate centre greeting at the commencement of call
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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?
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Did the staff member ask for the customers name?
Rapport
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Rapport established with prospect: Eg how was your day, then rapport (family, occupation or recreation)
Questioning
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What are you interested in doing at the centre?<br>
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What results would you like to achieve or what is your number 1 priority in getting started?
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Why is the goal of x important to you or Why is it important to achieve the goal of x?
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When would you like to achieve your goal or do you have a timeline for achieving your goal of x?
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Who will you be working out with?
Qualify
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How many times are you looking to workout to achieve your goal of x?
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Do you live or work locally?
Appointment
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Transition into appointment by acknowledging that we are in a position to help them achieve their goal - why?<br>
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Motivating / goals based reason for prospect to attend a tour: what most people do, the best thing... etc
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Alternative close or appointment times given.
Expectation
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Manage customer expectation - what is going to happen when they come in for their tour?<br>
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Referral opportunity given - inviting a friend or family member who may be interested to attend too
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End call with a nice experience - thanking for calling, looking forward to meeting them.
