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


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.


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?


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

What follow up was offered


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.