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
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.
From customer record in their profile:
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 - ie day passes, or memberships
Where can you add the scan tag barcode in the customer record?
The general tab!
Name two of the four types of contracts you can find in the customer record?
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 someones benefits?
The tab on the right or in their customer profile 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.
Check which profile has:
Signed waiver
Visit history
Correct email/contact
Most recent activity
How can you perform a return in POS
TRICK QUESTION: You have to follow the flow from Customer Record>Invoices>Refund Invoice
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 uncheck a waiver?
It is fine if you unchecked it within the window. If you click it out you can reaccept it and make sure the date matches the initial signing.
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
Open the member profile → Membership → Cancel Membership.
Select the cancellation date based on gym policy.
Confirm:
Notice period (often 30 days)
Minimum commitment period
Any final billing cycle requirements
The last billing date
The final day they can climb
Whether they can still use the gym until that date