Booking Basics
What is the first information you should collect when booking an appointment?
Are you a current Member?
A customer says, "I’m not sure I have time this week." What is a good response?
"I completely understand. We can look at options for next week if that works better for you!"
A member wants to take a class on a fully booked day. What is the best solution?
Offer the closest available day and time, or place them on a waitlist if possible.
True or False: Using a friendly and polite tone can make customers feel more comfortable during the booking process.
True
True or False: It’s okay to use industry jargon when discussing appointment details with a customer.
False. Use simple language to avoid confusion.
True or False: It’s acceptable to book an appointment without confirming the customer’s contact details.
False. Always confirm contact details to ensure follow-up is possible
True or False: If a customer objects due to price, you should immediately offer a discount.
False. First, discuss the value of the service before considering any discounts.
When booking a class (Intro), a customer doesn't want to put a card on file. What's the appropriate response?
When explaining booking policies, it’s best to use ______ language to ensure clarity.
Do or Don’t: If a customer asks for a time slot outside of regular hours, promise to “see what you can do.”
Don’t. Clearly explain available booking hours and offer times within that range
What should you mention to customers when discussing appointment times?
Come 30 minutes before, bring a water bottle, towel, and credit card
A customer says, “I need to think about it.” What could be an effective follow-up question?
"Of course! May I ask if there’s a specific concern I can help address for you?"
If a customer calls to reschedule, what is the first thing you should do?
Check for available alternate slots that fit their schedule and confirm the change in the system.
Do or Don’t: Confirm all the appointment details with the customer at the end of the booking conversation.
Do. Always confirm details to ensure accuracy.
Fill in the blank: Before finalizing an appointment, always confirm the ______ of the appointment with the customer.
Time and date.
A customer is concerned about location convenience. How should you handle this?
Suggest the nearest location or mention any available online options if applicable.
you are calling a hot lead, but they don't answer their phone? What should a proper voicemail include.
Studio location
interesting call to action
call back number
A customer expresses frustration with previous scheduling issues. What’s the best way to respond?
Apologize sincerely, acknowledge their frustration, and assure them of a smooth booking process this time.
Do or Don’t: If unsure about an answer to a customer’s question, guess to keep the conversation moving.
Don’t. Let the customer know you’ll check and get back to them with accurate information.
What system feature should you use to check for available appointment slots?
MBO
Fill in the blank: If a customer hesitates about the appointment, reassure them by emphasizing the ______ of the experience.
Benefits or value.
Fill in the blank: When managing last-minute cancellations, always check for any customers on the ______ list who may want the newly available slot.
waitlist
Fill in the blank: When closing the conversation, it’s effective to end with a positive statement, such as “We look forward to ______.”