PHONE CALL

Was the phone answered with "Thanks for calling BUSINESS NAME, this is NAME speaking ....... ."

Were you asked your name?

Were you transferred to a Membership Advisor OR advised that you were speaking with the person who could help?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

EMAIL ENQUIRY

Were you called or contacted by a team member within 4 hours of online enquiry?

What type of contact was made? Email/Phone etc...( If you have email please copy in here)

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

ON THE PHONE WITH M.A

Did the Membership Advisor deflect from giving prices at least 3 times and ask the following
questions:
How did you hear about US?
• Where do you live/work?
• What sort of training have you done before?
• What are your fitness goals/what type of training are you interested in doing
now?
• Are you inquiring for yourself or do you have a friend or family member that
might also be interested?

PLEASE EXPAND ON HOW THEY SPOKE ON THE ABOVE

Did the Membership advisor (MA) ask open ended questions and repeat your goals back to
you?

Did the MA invite you down to the club?

Did the MA get a date and time confirmed with you for appointment?

Did you receive a appointment confirmation text on the evening before your
appointment?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

IN CLUB: REC

Were you greeted by a reception team member with a smile and verbal greeting?

Did they ask your name?

Did they invite you to sit down and fill out the welcome form while they got an MA to
come and meet you?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

WITH M.A

Did you receive an appointment confirmation text on the evening before or morning of your appointment?

Did the MA introduce themselves and briefly tell you what to expect during your
visit?

If they did not ask the appropriate questions during phone call, they should do so
now. Did they ask many 'needs analysis style questions'?

If they asked the main questions over the phone they should recap, did they do a recap from the phone/email convo?

Did they ask this (not necessarily direct wording but conceptually): What did you enjoy most or not enjoy at your previous gym?

Did they ask this (not necessarily direct wording but conceptually): How do you feel currently and how would you like to feel?

Did they ask this (not necessarily direct wording but conceptually): Do you have a time frame or specific occasion that your would like to achieve your
goals by?

Did they ask this (not necessarily direct wording but conceptually): Recap goals/main areas of interest and ask more about what they want to achieve
and why?

Did they ask this (not necessarily direct wording but conceptually): How important are these goals to you?

Did they ask this (not necessarily direct wording but conceptually): How many times a week and at what times will you be coming in to train?

Did they ask this (not necessarily direct wording but conceptually): Does your partner/spouse support you in achieving your goals?

Did they ask this (not necessarily direct wording but conceptually): Is there anything that would prevent you from getting started towards your goals
today?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

TOUR

Did they take you directly to the areas you had mentioned as your main areas of
interest?

Did they introduce you to at least 1 other member of staff during your tour?

Did they focus on the benefits of each activity/area rather than features?

Did they speak in a way that made you picture yourself using the gym as a member?

Did they do a trial close? (Trying to get you to say yes to something small eg. if you enjoyed today would you be thinking about joining?

Did they end the tour with a bridging question i.e "Other than membership options, is
there any other questions I can answer for you about the club?"

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

PRICE PRESENTATION

Did they summarise everything you had discussed so far before going on to prices?

Did they present 2 options going from highest price options to lower?

Did they mention the trial options that were available?

When you asked for a trial did they try to get you signed up as a member instead
using First Visit Incentive?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

IF YOU TOOK TRIAL

Did they explain to you how the trial works?

Did they get you booked in for your first session?

Did they tell you that they would give you a call to follow up on how your trial is going?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

IF YOU JOINED

Did they explain the membership forms and summarise T's & C's.

Did they mention your admin fee? (if applicable)

Did they upsell a retail item to you?

Did they get you booked for your first complimentary PT session or Class?

Did they ask you for 2 referral names?

Did they give you a membership card?

Did they explain how to download and use the app?

Did they welcome you to the the BUSINESS and make a big deal about you?

Did they confirm when you would be in next before saying goodbye?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

CLASS/TRAINING

Was the class started on time?

Did the coach introduce themselves and explain what the class was going to be
like?

Did the coach ask if any members had injuries?

Was a proper warm up done prior to exercise?

Did the coach demonstrate exercises with clear explanation?

Was the coach motivating and energetic?

Was the music loud enough?

Did the coach help correct form and technique?

Did class run for the allocated timeframe?

Was equipment cleaned and put back properly if it was the last class?

Was there a proper cool down or core circuit at the end of class?

Did the coach give club announcements

Was there a solid debrief and outro to class?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

OVERALL

PLEASE ADD IN SOME GENERAL COMMENTARY ON YOUR OVERALL EXPERIENCE

WOULD YOU HAVE BOUGHT FROM THIS BRAND/PERSON?

WOULD YOU REFER YOUR FRIENDS TO MEET WITH THIS M.A?

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.