Front Desk Ops/Sales
The Orangetheory telephone greeting.
What is: "Thank you for calling Orangetheory Fitness Streeterville. My name is (name), are you currently a member?"
This is what you make after every member interaction.
What is a contact log?
The amount of times we ask for the sale before the Intro leaves.
What is 3?
We use this system when converting an Intro into a Member.
What is Orangebook?
These 2 things are required for all first time guests (green stars).
What are a completed CI and credit card on file?
You update these two things when drafting the shift email.
What is the Intro Clipboard and remove the Intro Placeholders?
The four contact logs required for commission.
What are:
1. new join
2. 7 day
3. 14 day
4. 30 day
The three steps to overcoming an objection.
What is "Respond, Recap, and Recommend"?
What is call the member, make a contact log, and add to the Outstanding MBO charges?
The two steps a SA must complete after their missed guest as left.
What are create a MG contact log and reassign in Orangebook?
We use this with all Premier membership sales.
What is the Quit Free Guarantee?
You click this in a contact log when someone calls to redeem their monthly freebie.
What is "late cancel"?
This is what we say when someone shows up after the 5 minute mark.
What is, "Unfortunately it's too late the enter the studio. We do have a 5 minute arrival policy that we abide by for all members. We will take you out of the class without penalty."
When appropriate..."Let me check with the Coach."
These are the 4 MBO profile categories we update for all Intros and CRs after signing the CI.
What are: 1. Contact, 2. Address, 3. Additional Information, and 4. Emergency Contact?
The amount of time passed before the SA reaches out to offer the PGR.
What is 24-48 hours?
The 4 categories on the opening shift checklist.
What are: 1. Front Desk/Lobby, 2. Heart Rate Monitors , 3. MBO, 4. Lockerooms/Misc.?
These 3 things should be included in a HRM troubleshooting contact log.
What are 1. description of problem, 2. what you did to troubleshoot (and if it worked or not) and 3. next steps.
What you say to someone who wants their late cancel fee waived (they've already used their freebie).
What is, "Unfortunately we are within 8 hours of the class start time so you will be charged the $14/lose the class."?
The call cadence for a red hot lead.
What is contacted daily for the first three days?
The three types of guests we see on our class rosters.
What are Intros, Drop-ins, and Cross-Regionals?
What are 1. process the membership/hrm, 2. create new join contact log, 3. process 1st InBody scan, 4. add to the membership checklist.
This is where you check for the waitlist confirmation email.
What is system generated emails?
The 5 step process to handling a cancellation request.
What is ask why, offer to downgrade, offer to freeze, fill out cancel form, and review final billing/access?
These are the 6 types of possible charges we reconcile for each class.
What are waters, HRM rentals, late cancels, CR late cancels, $10 surcharges, and additional sessions?
The cost of a private class.
What is $430?