Booking & Accuracy
Always double-check appointments to ensure accuracy. Couples must be booked for the same ___.
What is service duration?
Also be sure you have couple room open
What card information must always be kept on file, even if a client is paying with a gift card?
What is a credit/debit card?
This is an agreement signed, giving the company permissions to draft monthly from the card the client provided, Also tells he clients rules and regulations in the spa.
What is a billing agreement?
Why is it important to consistently add account notes?
What is client history and smooth team communication?
Why is it important to understand modalities & add-ons?
What is to properly sell them to clients?
What’s the best way to manage MT schedules to reduce downtime?
What is book on the hour or on the half-hour slots, whatever fits best.
What is the two-hour policy clients should always be reminded of?
What is cancel before two hours to avoid being charged?
When saving a member what is your first step?
What is asking them why they are canceling?
Role play calling a client because we had a call out and need to reschedule them
(scripts vary)
Describe when you can begin a pitch (3 answers)
What is on the phone when booking new client, After session, While helping with forms in the lounge
How should pricing always be communicated for couples services (two parts)?
What is as total EACH and then combined cost?
Hours that members give away to guest that cost 20$ and can only be used by the guest once every 6 months?
What is Prepaid Gifted hour hours
When joining up a gift card membership what is the perk?
What is $10 down?
There are 2 prospects checking out at one time, They did not come in together, How can I give my undivided time to each person at check out
what is hydroluxe
Before guaranteeing a client a add on what is important to do first?
What is make sure therapist performs it?
What tool should be used to manage booking accuracy quickly (hint: copy & paste/edit screen)?
What is edit screen to check available appointments vs looking at the Calendar?
Explain Cancel and or rescheduling policy
We require a 2-hour notice for cancelling or rescheduling an appointment, If we are not contacted 2 hours in advance you will be charged full price of the service
If a client does not have hours what are their choices at check out (2 part answer)
What is member rate or run dues early
Clients are in front of me and the phone is ringing, I don't have time to answer, They did not leave a voice mail.. what do I do
Always call clients back even if they did not leave a voicemail
Clients get this when they bring or send a new client into the spa
What is a referral credit (30 mins added to the account)
When booking a gifted 1-hour massage + upgrade to 90 minutes, how should you enter it in the system (Two part)?
What is Book as 1-hour + 30-minute service separate. Check out the gifted hour, then charge $60 for the extra 30 minutes?
I've cancelled my membership, How long do I have to use my PPDS
What is 60 days from last Billing cycle
What must you do every single time you adjust a membership or card on file no exceptions?
What is update the billing agreement?
What is the best way to answer a client question you don’t know?
What is never assume and hold appropriately to find the answer?
What’s the benefit of selling enhancements at cash value?
What is new revenue?