Roleplay
A guest arrives 8 minutes after class starts and wants to be let in.
Empathize with the guest, explain the reasoning behind the policy, and offer to book them into the next available class or a class at another location. If they are not on an Unlimited membership, offer them a complimentary class.
If the member remains very upset, you may offer a 10% discount on their next billing cycle.
how much is a 10 pack with the renewal discount? how much is it per class?
314.10! This is $31.41 per class
What are the three steps of a warm welcome
1) Greet them the moment they walk in
2) Ask questions!
3) Say their name
What does ABC stand for, and what are you expected to do with the ABC whiteboard during every shift?
ABC stands for Always Be Cleaning. During every shift, you should complete at least one cleaning task from the whiteboard and initial next to the task you completed.
What are the current room capacities for Studio 1, Studio 2, and Strength?
Studio 1: 37
Studio 2: 45
Strength: 28
WW after-class follow up, hated sculpt, didn't like barre yesterday, only 2 days left
key words/looking for: CLASS RECOMMENDATIONS + SIGN ME UP for next class!
ASK FLOWCHART-> CONNECT + FUTURE THOUGHT + MAGIC Q!
If someone tells you they plan to practice one time a week what would you recommend!
Start with the 5 class monthly membership
If opposed then 10pk!
What are the three steps of a fond farewell
1) Ask questions
2) Say their name
3) Book their next class
What are the steps of the Reset Cascade in order?
You made a sale! How do you ensure you receive commission, and where should you record the sale?
You MUST be logged into your personal MBO account to get credit for your sale.
Record the sale on the white board, the tally and your shift notes!
unlimited flex client wants to cancel. she feels her membership is not worth it as she has only been coming 1x per week
key words/looking for: DOWNGRADE to 5-class monthy, explain best for 1x per week
how much is the unlimited flex membership with the WW discount? how much is the discount?
Original price $229, discount 25%, so only $171 for first month.
putting their mat down for them, taking a salt shot with them, taking class with them, taking a photo for them
When should we vacuum the studio room?
What is mid shift and closing shift
what do you do if the client was unable to book their guest on the app
Walk them through the steps on the app!
Then:
1. sell the guest a complimentary class, put "NAME OF CLIENT+ guest pass" in the comments
2. go to client's account and manually zero out/inactivate their guest pass for this month
WW came every day, lives nearby, loving it, wants to save $ on membership!
keywords/looking for: COMMIT! able to explain very clearly, explain contract correctly, have them sign the waiver
Margot did the welcome week but also bought a drop in online. how much is a 10 pack if she buys it this week and does not use the drop in?
243
349->279->243
what does retention mean? provide 3 ways we can increase retention
% of WWs that come back a 2nd time on their week
action items: use visual aids- highlighted schedule&pricing card, sign them up for next class, call to check in with welcome weekers, make signs for after class, fond farewells, connect them to the teacher, keep it clean, learn their goals
How many benches does a sold out Strength class have?
What is 15 benches
roleplay! client wants to pause flex for a month because she will only come for two weeks of the month
looking for: EXPLAIN if you come 6 times or more, worth is not to pause
10 pack client that you have been talking to about membership. Client buys a 10 pack every month...(hint: how much would she save?)
key words/looking for:
COLLECT OBJECTIONS
can I ask what is holding you back?
EMPHASIZE FLEXIBILITY
"our commit membership is the best value, but I know that your schedule varies, so the flex option would allow you to pause or cancel any time"
HAVE THE MATH READY
"you are currently paying 315 for 10 classes a month, when you could save $86 per month for unlimited"
Theo has visited 5 times this month using his 10 pack. He bought the original 10 pack for 279 and has 2 left, and has another full pack from renewing last week. What is the best membership for Theo and how much are the first 3 months?
Theo has $27.90 x 2 + $314.10 in credit= $369.2 credit
1. 159->$0 (remainder 210.2)
2. 159->$0 (remainder 51.20)
3. 159-> $108
What are the questions in the ask flow chart?
1) How is your welcome week going?
2) What brought you in?
3) Have you thought about what youre going to do after your welcome week ends?
4) How often would you like practice?
5) Recommend
6) Do you want it to start after your welcome week ends or on another date?
What should you do if a guest tells you we're out of eucalyptus towels?
Check the towel fridge first. If there are no towels available, then tell the client you will make one right now
What additional step is required when a ClassPass guest has a green star? How do you go about doing this?
Have the guest sign the waiver on the iPad. In the Mindbody app, select the class they're signed up for, tap the guest's name, select "No Waiver," then turn the iPad toward the guest so they can complete and sign the waiver.