Customer Record
ADJ - When we've attached a waiver, where will it be within their Customer Record?
Attachments
ADJ - What will happen if the person signing a waiver doesn't initial properly?
The waiver will not let them proceed without a certain amount of writing.
ADJ - What key indicator tells you whether someone is an active member?
Their BLUE "Member" badge.
Punch card, Day Pass, Member Guest Pass will have their own badges.
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!
ADJ - Where can we freeze a member's account for them?
We should encourage them to do it via their Customer Portal; however, we can do this by:
Customer Record > Memberships > Freeze All Enrollments
ADJ - Where can we see a customer's status (active, frozen, cancelled)?
Under the Memberships tab in the Customer Record
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!
ADJ - How would you go about upgrading a Day Pass climber to a membership?
Sell them a membership through the Online Storefront / Customer Portal. Then go to their invoices and refund the Day Pass.
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.
ADJ - When can you accept (for 2 years) a Paper Waiver?
Emancipated Minors
State exceptions for completing a Paper Waiver.
ADJ - How do you restore a Member's Guest Pass?
Open the Customer Record of the guest > Passes > Member Guest Pass > Cancel Contract > Cancellation Reason > Full Refund > Cancel Contract
ADJ - What is the process to Z-Out at the end of the night?
Front Desk>Register>Reconcile>Enter the actual amounts of cash/checks>Review expected vs. actual totals>Submit Reconciliation>Close Register
You'll also still enter this info in the Soup Log and place the deposit envelope in the safe. Don't forget to mark $200 as starting cash!
ADJ - What is our new cancellation policy and window?
You may cancel after two complete months of membership.
Any freezes or cancellations must be submitted by 5 days before the end of your billing cycle.