📞 Member Matters
A member goes to the front desk to downgrade from the Strong to the Fit membership. How much are they being charged for the downgrade?
$0
what is the name of the energy drink that will give you $1 back for every can you sell this month?
VALR
Double Points - what is the qualifying amount of cans for you to sell in order to get $1 back?
How much water and how many scoops of ice does a vegan shake get?
one full cup and less ice (1 light scoop)
You're alone at the front desk for the next hour. A member needs to be checked in, the phone is ringing, and someone is waiting for a shake. What order do you help them in?
answer the phone, put it on hold. Let the member waiting for a shake know youll be with them shortly. Check in the member at the front. Make the shake, get back to the phone.
A member comes to the front desk and asks when their last payment in their contract is so they can put a 30 day notice in. The agreement tab for their membership shows an expiration date of 9/05/2026. When is their last payment in-term due?
8/05/2026
The same member has bought 3 shakes in a row, what should you offer them?
Shake Pack
How often should the third sink be changed out?
When the water is no longer hot, it must be refilled.
A prospect calls in to inquire about pricing for memberships. What do you do?
ASK FOR THEIR NAME. Let them know we'll connect them with a team member from our membership department and put them on hold. Let the MA know the persons name on the phone so they can pick up.
Erica is a Strong member. She comes over to ask about all her amenities. List the Strong amenities.
multi-club access, signature and limited edition classes, $5 club credit, total fitness access, unlimited guests, and tanning/hydromassage
What is a fitstart?
a complimentary 60-minute session with a personal trainer to help you establish a baseline and reach your fitness goals. It includes a personalized workout, an InBody scan to track body composition, and goal setting.
How much is an employee shake?
$4.50
A member comes in letting the front desk know they are there for their free training session. How should they be greeted?
If the trainer isnt already at the front-
Make sure they checked in and verify they are booked. Let them know the trainer will be notified and have them sit on the bench. If a trainer is not in sight or you are alone, a manager should be notified.
A member calls in to ask about cancelling their membership. What are the next steps if no manager is available?
Ask them why they are cancelling to see if it's something that requires a cancel or if the membership can be saved.
Give 2 reasons why a paid-in-full membership may be a better option for someone.
can freeze at any time for any reason (3 months in a calendar year). Early renewal promotions to save money and get free months for the next year. No monthly billing/only one payment needed. Can pay with cash.
What are the proper steps in redeeming a free shake?
verify rewards first on perkville before making shake. Then, ring up edge rewards shake and put the code from perkville in comment/note section.
You notice another employee standing behind the desk on their phone while members are waiting. What do you do?
Help the members if you can and address the phone after.
Explain the new Guest Check In process for a first time GOS (assuming sales is unavailable)
Ask if they've gotten their barcode set up, if yes, they should just scan in at the designated scanner. If not, put them through the first time GOS waiver linked on the computer. Using their prospect account in datatrak, make sure the dates reflect a 30-day period. Take their photo, and notate the account who they are the guest of. Copy and paste the barcode into Trainerize in the "Members" tab and import the account so they get an email to set up the app.
A member sparks up a conversation about how they haven't been to the gym in a few months. They start explaining how it's been hard to stay motivated and getting back into a routine. What are 3 things you should bring up in this conversation?
Fitstart, StrongR classes, Edge Challenge
Give the shake recipe for the following shakes(not including ice):
Candy Bar Craving
Banana Muffin
Peanut Butter Banana
CBC: 2 choc mrp, 1 choc whey, pb scoop, 2 pumps hazelnut, 2 pumps caramel
BM: 2 cinn mrp, 1 van whey, 1 scoop of oats, 1 scoop banana
PBB: 2 van mrp, 1 van whey, 1 scoop banana, pb scoop, 2 pumps hazelnut
A member wants to cancel because they havent been coming, but they still have six months remaining on their agreement. Roleplay the conversation with someone of your choice.