EMAIL ENQUIRY

Were you called or contacted by a team member within 8 hours of online enquiry?

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

Was your original email question(s) referenced in response?

Was the response email professional?

Did they sign off and provide their name on email or was it a 'SPEEDFIT SITE NAME' signoff?

Did the email show interest in you and seem engaging or did they simply seem like they sent a 'copy and paste email'?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

ON THE PHONE WITH TEAM MEMBER

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

Were you asked your name?

Did the person who responded introduce themselves and their role
on the phone in a professional manner and provide their
name and studio location?

Did the Membership Advisor deflect from giving prices at least 2 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 team member ask open ended questions and repeat your goals back to
you?

Did the team member invite you down to the club to get a trial and do a class?

Did the team member invite you down to the club 30 minutes before the session and explain why this is?

Did the Studio Manager end the call leaving you excited for
your first session in studio?

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

Did the Studio Manager let you know about our Speedfit process,
how to book you next sessions etc?

Did the team member get some 'goals info' over the phone? Using LEGO is a simple way to double check.
Did they ask - LOCATION, EXPERIENCE, GOALS AND THEN GET A SOFT 'OPT IN'

Did the Studio Manager provide information on at least 2
benefits of Speedfit that meet your needs as discussed above?

Did you receive a appointment/info confirmation text/email on the evening before your
appointment? (if applicable)

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

IN CLUB: ENTRY

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

Did they ask your name?

Did the team member welcome you to the studio, introduce
themselves and ask you to complete Any relevant Pre Screen
Form when you arrived?

Did the team member ask you about any existing injuries or
training requirements as indicated on your PEQ form?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

IN CLUB - PRE SESSION

Did the team member ask about your current training, as
indicated on the PEQ form? And ask questions to further discuss
this?

Did the team member discuss your training goals with you, as
indicated on the PEQ form? And ask questions to further discuss
the specificity and importance of these?

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

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 advise of the complimentary pre-workout and protein shake for all members?

Did the team member show you where to put your belongings
in the open lockers and indicate where bathrooms and water
fountains were.

Did they advise you on the free garments during trial and purchase process at the end for garments (60 dollars)?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

NICE SALES ADD ONS

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

Did they speak in a way that made you picture yourself using the SERVICE 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 Trial session 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

SESSION/TRAINING

Was the Session 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 the exercise demonstration clear, short and energetic?

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

Was the trainer running the warm up engaging and
energetic?

Were you approached individually throughout the class,
addressed by name and given feedback, assistance and
motivation?

Were regressions/ progressions for exercises demonstrated
where needed?

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

Were you greeted at the end of the session with a high-five
and encouragement?

Did the trainer chat to you at the end of the session to see
how you enjoyed the class?

Were you given a welcome pack by the trainer (price sheet,
and welcome letter/Ts and Cs)? Did the trainer briefly chat
you through our membership options and the benefits of
membership? And explain any promotions or offer to create
urgency to sign up during your trial period?

PLEASE PROVIDE AN OVERVIEW OF THIS SECTION/INTERACTION

STUDIO STANDARDS

Was the equipment set up in a tidy and organized manner? (including stored equipment)

Were the bathrooms clean and tidy?

Was the front desk and locker area clean and free of
clutter?

Was the overall appearance of the studio clean, neat and
tidy?

Would you recommend a family member or friend to join
this studio?

PRICE PRESENTATION

Did they present 3 options going from highest price options to lower?

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 THE TEAM MEMBER YOU MET?

Rate the team members personal touch out of 10 (0 extremely poor - 10 amazing!)
Rate the class itself out of 10 (0 extremely poor - 10 amazing!)
Rate the process from start to finish out of 10 (0 extremely poor - 10 amazing!)
Rate the OVERALL EXPERIENCE AND YOUR LIKELIHOOD OF JOINING Out of 10 (0 extremely poor - 10 amazing!)
PLEASE ADD IN ANY MEDIA/IMAGES HERE THAT ARE RELEVANT

TRIAL FOLLOW UP

Were you contacted by the Studio Manager via phone within 48
hours of your first trial class to follow up your experience?

n this phone call did the Studio Manager ask you:
- How you enjoyed your first class?

In this phone call did the Studio Manager ask you:
- If you have any feedback?

In this phone call did the Studio Manager ask you:
- When will you be attending your next session or
comment on your next booked session?

In this phone call did the Studio Manager ask you:
Ask if you had questions following up the membership
options etc or ongoing training?


In this phone call did the Studio Manager ask you:
Did the Studio Manager aim to create urgency to join
before your trial ended with a current offer etc?

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.