Customer Record
Name three things you can change in the customer record
Basic Contact Info, Address, Primary, Belay Status, Emergency Contact Info, Waiver Expiration, General Policies, Pronouns, Gender, Team info, marketing info
What is the potential Auto-Fill error we may see?
"United States" being auto-filled into the pronoun field.
What info can you use to look someone up for check-in?
Last name, First name or phone number or email
How do you add rental items to a transaction?
Go to Front Desk (POS) and open the customer record
add the rental shoes
Tender the payment
Does a member have to get a scantag whenever they sign up?
NO they can just use the customer portal.
Additionally, they'll still need to see us at the desk for a photo and our New Member spiel. Please remember to talk about: 5 day cancellation policy, guest passes, 20% off coupon, etc.)
POS and Check-In
How do you help someone who has been to the gym, but doesn't have a waiver on file easily fill it out.
1. Open the Customer Record
2. Click "Send Profile Invitation Link"
How do you check for remaining punches?
Go to the Benefits section of their profile. It will appear as "Facility Access-Shareable" with the number remaining in the Quantity column. This info is also in the right quick window.
What is the difference between tangible and intangible products?
Tangible is anything that can be sold in your hands.
Intangible is anything they're buying that falls outside this and may require a contract - i.e. day passes, or memberships
Intangible products are linked via Quick Buttons on the Front Desk (POS) module. NEVER sell an intangible via the Search bar.
Where can you add the scan tag barcode in the customer record?
The general tab under the edit screen!
Name two of the four types of contracts you can find in the customer record?
(Hint: They are grouped together in the left menu column)
Memberships, Bookings, Passes, Agreements
What do we need to verify with every waiver completion
Over 18 and check for valid ID (photo, birthday, name).
Where can you check someone's benefits?
The sidebar on the right or in their Customer Record under Benefits.
If someone is starting a transaction, but has to step away for a moment what is the best next step? What should you do when they come back?
Park their cart then retrieve their cart!
What qualifies as student proof and where should it be uploaded ideally?
Upload through the customer portal!
18 and under, no proof required
18 and over
full time undergrad, equal or more than 12
full time grad, equal or more than 9 hours
current high school identification
What can you do with the Movement Climbing, Yoga, and Fitness ID?
Add people to your Friends + Family List
Where can you accept or reject a waiver?
What might you reject a waiver for?
Contracts > Pending Validations and things like being underage when completing the form or providing false information.
What do you do if you go to check someone in and find a duplicate account.
Go to customers under duplicates and resolve the name.
If the duplicate is not coming up under Customers>Duplicates, you can manually merge them by Transferring Records (like RGP). Supervisor+ Only!
How can you perform a return in POS?
(Hint: Trick Question!)
The best practice for returns is to open the Customer Record>Invoices>"+" on the Invoice in question>Refund Invoice>Tender in POS
What happened to Prorated dues?
We no longer prorate dues, as each customer will have a custom billing date according to their sign up date.
What should you never do with a customer profile
NEVER DELETE A CUSTOMER PROFILE.
What can you do if you accidentally void a waiver?
It is fine if you voided it within the window within the Custom Attributes tab.
If you click it out you can reaccept it and make sure the date matches the initial signing by looking over the waiver in the Attachments column.
Front Desk > Share-A-Punch > Add # of shared punches > Select Enrollees > Add to Cart > Pay Other Method (Alt+Enter) > Complete Sale
What does Alt+C do?
opens the search bar on any given screen
What's best practice for cancelling a membership
For the Customer to open Customer Portal and select "Terminate" under their Membership tab.