Handling In-Person & Phone Enquires

IN-PERSON ENQUIRIES:

• Greeting: 

• Welcome the visitor with a warm smile and friendly demeanor.
• Use the visitor's name if available.
  
  

• Active Listening:

• Pay close attention to the visitor's needs and preferences.
• Ask open-ended questions to gather more information.
  
  

• Provide Information:

• Offer detailed information about membership options, facilities, classes, and amenities.
• Tailor the information to match the visitor's interests and goals.
  
  

• Tour the Facilities:

• Offer to show the visitor around the club.
• Highlight key features and amenities.
  
  

• Handle Objections:

• Address any concerns or objections the visitor may have.
• Provide solutions or alternatives to address their needs.
  
  

• Closing the Sale:

• Offer a trial membership or special promotion to encourage immediate sign-up.
• Provide clear instructions on how to proceed with membership registration.

PHONE ENQUIRIES:

• Answering the Call:

• Answer promptly and professionally.
• Identify yourself and the club.
  
  

• Active Listening:

• Listen carefully to the caller's questions and concerns.
• Take notes if necessary to ensure you address all points.
  
  

• Provide Information:

• Offer detailed information about membership options, facilities, and services.
• Be concise and clear in your explanations.
  
  

• Engage the Caller:

• Ask questions to understand their fitness goals and preferences.
• Tailor your recommendations accordingly.
  
  

• Handle Objections:

• Address any objections or hesitations the caller may have.
• Offer solutions or additional information to alleviate concerns.
  
  

• Closing the Sale:

• Offer to schedule a tour or provide more information via email.
• Encourage the caller to visit the club and experience the facilities firsthand.