Information
-
Document No.
-
Audit Title
-
Client / Site
- Ashburton Pool & Recreation Centte
- Balwyn Leisure Centre
- Boroondara Sports Complex
- Caulfield Recreation Centre
- Carlton Baths
- Deakin Burwood
- Deakin Geelong
- Hawthorn Aquatic & Leisure Centre
- Knox Leisureworks
- Kew Recreation Centre
- Kensington Recreation Centre
- North Melbourne Community Centre
- Monash Fitness Centre
- RecWest Footscray
-
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?
- Empathy
- Establish concern
- Isolate concern
- Resolve consider joining
- Safely address
Follow-up
-
If prospect has not joined a follow up is offered not asked for (call, trial visit etc)
-
What follow up was offered
- Call
- Trial visit
