Reported
Report showing how much a Service Provider makes in gratuity
MR200
Are Croc's ( with a backstrap) allowed?
No :(
What is a proper phone greeting and outro
" Hi, Thank you for calling Massage Envy in ( location), this is ( My name), how may I help you today?"
" Do you have any questions for me? Is there anything else I can help you with today?"
How often can a member transfer a session to someone else?
Once every 6 months (Managers can approve a deviation if absolutely necessary)
What day does your timecard need to be filled out by?
That day! Before you leave
Report used to show everyone who made a membership payment that day
DB040
Name 3 hair colors that are not allowed
Blue, green, yellow, orange, purple, pink
What to do when someone comes in the building
Stand up, greet them, offer water, ask if they need to use the restroom ( walk them to it if so)
When should the guest log be filled out?
How should guests be assigned?
Within the 1st hour of the day
In order of who clocked in first/ with an attention to sales closing %
How do you turn off the alert devices transponder in the office
then
Hit " Clear"
The last report you pull for the day
MR080
Name 3 bottoms that you cannot wear
Jeans, Yoga Pants, Athletic pants, mini skirts, leggings
What do you say to a client who is requesting to cancel their membership?
OMG NOOOOOOOO! WHYYYYYYYYY
1. Ask them why, and if there is anything you can do to help them. Come up with solutions!
Your guest who is booked with Simi for a basic facial is coming in with a free enhancement coupon, she wants CBD or the foot scrub, which do you allow?
:(( none of these are compatible with a basic facial service
( Can offer: high frequency, lip scrub, neck&dec, eye treatment, or cooling globes)
When covering offsite what do you need?
A key, a code, and a good attitude! :)
Report for a client's transaction history
DC025
What color undershirts are approved?
Black, white, or gray
When should a client be added onto the C.S. log
If a manager is unavailable in that exact moment or not in the building
What notes have to be added to a prenatal guest
1. CXL,ID,15 min early, CC on file
2. What trimester they are in
3. Due date
4. If they are high risk ( if they are high risk, a doctors note is required)
5. ST for
6. Confirm payment ( intro/paying with gc/regular rate, ect)
If a client is on Freeze Plus and trying to use as many prepaids in one service, what would you recommend and how many would it take up?
Chemical peel w/ exfoliating neck&dec and LED (3)
What report would you use when a client is wanting a list of all their future appointments?
What scents are Massage Envy approved
SIKE
none, we are scent neutral :)
What do we say when a client says that their session was " okay"
1. Ask why it was just okay
2. Ask what they liked about the session and what they didn't like
3. See if there was another therapist that they did like seeing
4. Offer to book them another appointed with your newly suggested MT
DOUBLE JEOPARDY
ROLEPLAY:
Book an appointment for a guest: What are you going to ask/tell them on the phone!
SIKE THAT'S THE WRONG QUESTION
Choose a member from your team that can recite the Massage Envy Sales Pitch
How many enhancements do we offer? (body care/skincare)
14