Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Personnel

Meet & Greet

  • Confident 1st impression

  • Greeting with appropriate exchange of name, welcome, hand shake etc

Manage Expectation

  • Explain tour process, what is going to happen etc.

  • How long the tour should take approximately

  • Gain agreement from the prospect on moving forward - does that sound ok? etc

Pre-Chat

  • Is the environment chosen for the pre-chat suitable?

  • Commonality building questions asked - Family, occupation, recreation

  • Matching & Mirroring observed (posture, pitch, language,)

Needs Analysis

  • Background: Previous Exercise, how long they have been thinking about getting started and how many visits discussed. Previous benchmarks uncovered

  • Source location acknowledged and confirmed

  • Results / Needs: A clear understanding of the needs established by open questions (what is the goal, timeline, why its important?

  • Barrier to commencing: If indcated that a barrier is a problem it is acknowledged and discussed

  • Motivation: Intention scale acknowledged. Family and friend support acknowledged and discussed. If the prospect would like to know more about PT Ackowledged

  • Transition from Needs Analysis to Tour observed eg Great, now I have a clear understanding... lets go for a look around.

Tour

  • 2 - 3 locations of tour are linked back to the needs of the prospect

  • Features and Benefits technique observed when discussing the facilities, apparatus and services.

  • Agreement is built with the prospect on the tour - Isn't it going to be great when you achieve x? X is pretty impressive, isnt it?

  • Trial closing language is observed "this is where you will scan your card, put your gear in the lockers, have your health planning etc...

  • Transition statement observed: Eg Other that affordability do you have any other questions for me? or That's our centre, is there anything else you would like to see?

Price Presentation

  • Revisiting of goals, 'solution' provided

  • Suggested timeline for how the customer will achieve their goals

  • Recommendation made on membership product/s (max. 3)

  • Alternative close observed - by T-bar presentation or alternative

Asking for the Sale

  • Prospect asked "which option they are leaning towards" or equivalent

  • Product selection by prospect confirmed - x it is, that is great - reference to goal or benefit to customer

  • Prospect confidently asked to join: Lets get you started, Woud you like to get started, I'll get the paperwork.

Objection Handling

  • Objection handling attempt made by staff member

  • Objection handling technique observed: empathy, establish concern, isolate concern, build agreement, safely address.

  • What objection handling method/s were used?

Follow-up

  • If prospect has not joined a follow up is offered not asked for (call, trial visit etc)

  • What follow up was offered

Comments

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.