Class Level
A parent on Salesforce says they have a swimmer that is 3 years old and has never been in the pool before. The FD rep would offer this class.
What is Junior 1?
How far in advance can offer a trial lesson.
What is one week?
How much a Glider 1 lesson costs.
What is $28.75?
A trial family walks into the facility while you're about to answer the phone. This is the priority.
What is standing up and speaking to the trial family?
A grandparent has a 2 year old granddaughter who loves bath time and goes to the beach every year. Grandparent is not able to get in the pool herself. The FD rep would offer this level.
What is Mini 3?
What a trial family gets on their first day.
What is a Mini Goldfish trial bag?
How much a Swim Force lesson costs.
What is $36?
Explain the purpose of completing a walkthrough, and what are you looking for while doing one.
What is keeping the facility clean? And what is looking for trash, restocking, and checking for anything out of place?
A swimmer is returning to swim lessons after taking a break for summer. Before they left they were in a Glider 2 class, however the parent expresses concern about them losing progress without lessons. This is the level they should start back in.
What is Glider 1?
A trial family walks through the door for their first lesson. This is what the FD rep should do before they go in for class.
What is get them checked in (confirm class time and lane), give them trial bag, put on trial wristband, and give a tour?
What is 7%?
A parent is frustrated because the class time they want is full. Give a solution you could offer.
What is offering a waitlist time, what is asking the DS to hop in, and what is leaving a roster note so instructor is aware and can work on next level skills in the meantime?
A parent says their 4 year old child “knows how to swim.” There are the questions you should ask before deciding which level to place them in.
Can they swim with their face in?
Can they pull their arms and kick their feet without any floatation device?
The trial lesson ends and the family comes back to the Front Desk. Walk me through what should happen next.
What is ask how the class went, check open spots, and explain what to expect going forward? Get the booking!
What is included in a 6-month membership.
What is
- 26 lessons
- 4 drop-in classes
- Waived membership fee
- 24 friday family swims
- Membership t-shirt/diaper and bag
A parent is frustrated and begins explaining a problem. This is what you should do before immediately trying to give them a solution.
A parent says their child was in a higher level at another swim school and insists they should be placed there. This is what the FD rep should do.
What is explain the move-up skills and importance of mastering the skills and offer a trial class to correctly place them?
After scheduling a trial this is where their parent, student, and trial date information goes.
What is the Trial Tracking Sheet?
A parent says, “We’re going to be gone for a few weeks, so I think I just want to cancel.” These are the options you should discuss with them before immediately processing a cancellation.
What is marking them as excused for the classes missed and explain that doing so will save them the class time and teacher?
A family comes in every week, is enrolled, and has no concerns. This is how you can continue creating a Golden Experience for them instead of only interacting with them when they need something.
Open ended:
- Talk about how lessons are going
- Celebrate new skills
- Say hello, goodbye, and create small talk during lesson