Policies
How old must you be to tan?
18+
PE @ PF stands for?
What is "Physical Education at Planet Fitness"
What are the first two questions we ask a potential member, whether it be on an info call or a tour?
Have you ever been a member of Planet Fitness before? How did you hear about us?
What does it mean to deliver +1%?
Going that little extra above the expectation of customer service with our members. That's how we will be the best!
What age can you sign up for a membership?
13+, all minors must be with someone in the club who is 18+ to sign them up.
What does "JFZ" Stand for?
Judgement free zone
What should you always do before taking someone on a tour?
Have them fill out the waiver on the tablet!
What are the 3 steps to creating "Raving Fans?"
1. Decide what you want. 2. Discover what the customer wants. 3. Deliver your vision, Plus 1%!
A new male member comes into the gym wearing a tiny string tank top and carrying a gallon of water. What is the right way to approach this?
Introduce yourself if you haven't met already. Pull him to the side so the conversation isn't happening in front of other staff or members. Apologize that he may not have been informed of our dress code or that member's can't have gallon jugs for safety purposes. Inform him of said rules. Ask if he has a change of shirt or a smaller water bottle, but also offer to give him a tshirt for the day and give a water bottle from the cooler. The key is to give him options, and keep the conversation as friendly as possible. After the conversation, put a note on the member's account that he has been informed
What is the full description of the JFZ?
We don't cater to body builders or power lifters. We focus more on general fitness. Most of our members are first time gym users, so we like to offer a comfortable, non-intimidating atmosphere!
When is it acceptable to go "straight to the rates?"
NEVER! You always start the info call correctly. You always take a member on a tour of the facility. If the caller or guest cuts you off and asks again specifically for the rates, at that point you can give membership breakdown and rate information.
Which of our competitors offer a guaranteed, comfortable, non-intimidating environment for their members?
ABSOLUTELY NONE! We are totally unique with our JFZ. Remember, we cater to the 85% of the population who Doesn't know what they are doing in a Gym environment. Those who want to grunt and slam weights (the other 15%) have every other gym to go to. It's up to you to maintain our JFZ every day!!
Explain the Buyer's Right to Cancel
If a new member cancels within 72 hours of joining, they are entitled to a full refund of all fees paid at the time of sign up.
Someone who stares at himself in the mirror, wears a tiny shirt, and holds big weights is a...
A LUNK!!!!
What is 25 points on the info/tour sheet?
How did you hear about us?
This is important that way we know how people are hearing about us.
Tell us about a time you received above and beyond the +1 customer service
Whatever answer best fits
What does RFC means? how do we handle this type of situation?
Returns for collections, this means we have tried to bill this member a bunch of times, but it is not going through, so the billing company sends them to collections. In order to stop charging them they must pay off their "debt" to us. If they wish to continue w/ the membership we must rewrite them.
What is our goal at the end of each and every tour?
To have them sign up for the blackcard! If they decide to go with 10NR that's fine to, just tell them upgrading is always an option as well