Confident 1st impression
Greeting with appropriate exchange of name, welcome, hand shake etc
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,)
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?
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
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 attempt made by staff member
Objection handling technique observed: empathy, establish concern, isolate concern, build agreement, safely address.
- Establish concern
- Isolate concern
- Resolve consider joining
- Safely address
If prospect has not joined a follow up is offered not asked for (call, trial visit etc)
- Trial visit