MEMBERSHIPS
What are the 3 Membership types we offer? (+50 for agreement codes)
Classic (10NR), Black Card (BCM), Classic no Commitment (15NR)
Robert wants to buy a Water, a Muscle Milk, and a Gatorade. Please tell me how you would run this transaction.
1. POS 2. Look at membership type 3. Apply discounts 4. Complete Transaction
What is the 2-step easy clean method we use on all of our equipment?
1. Begin by dusting the entire surface 2. Follow up by wiping the same surface using the Multi-surface disinfectant
True or False Members are allowed to bring any kind of drinkware into our facility.
False, we do not allow pop top jugs.
What is the 10 - 5 Rule?
Smile at 10 feet, say hello at 5
What is the name of our Health Insurance Portal
Well'd
What times are the scheduled Drawer Audits?
6a 2p 10p (week) 6a 2p 7p (weekend)
How often are walkarounds supposed to be completed?
Every 20 minutes
Sierra was found on the stair master wearing Crocs! How do you address this situation?
You don't :') Crocs are allowed in the facility. +50 if bringing up "Sport Mode" Technicality
Today is Dennis' Birthday! (LETS GO DENNIS!) What can we do to make his day extra special?
Say happy birthday, offer a free birthday water
True or false.. All members have access to every planet fitness world wide regardless of membership type.
False! You must have a Black Card Membership in order to have unfiltered access to any location
+100 if answered true, so long as followed up with one time Day Fee
Kelly is behind on her monthly payment. How long does she have after the 17th to come in club and make her payment before a late fee is added to the account?
3 Days
Explain all components of completing a walkaround from beginning to end. (Require 6 out of 7)
1. Filling Bottles 2.Wiping off Counters 3. Straighten lobby tables and chairs 4. Change paper towels 5. Address Policy violations 6. Locker Room Check 7. Black Card Check
Nicole has a Renew Active classic Membership at our location. Her certified Nursing assistant (with no membership) joins her on the gym floor and decides to work in on the preacher curl for a quick bicep pump. Explain to me how you would address this situation and the policy being broken.
Remove them from the gym floor and go over membership benefits. Nicole only has a classic renew active membership and despite having a registered aid, she needs a black card in order to bring a plus one. Her nursing aid could also register for any membership of their own and participate problem free.
A member comes up to the front desk complaining that their muscle milk is expired. What can you do to save this situation??
Void the previous sale and offer a new one, notate the situation afterwards
Walk me through a membership sign up (Any Method) from beginning to end
1. DGR 2. Offer Tour 3. Follow through with email, iPad, or PC 4. Select agreement 5. Sign Agreement 6.Take Photo 7.Link app if needed
What is the Drafting period for our monthly payments? Annual?
Monthly: 10th-17th Annual: 26th-1st
What are all the materials you should bring with you to detail our equipment?
Essential: Rag, Duster, Brush +20 for extras (Scotchbrite, Magic Eraser, Blower, Mop, Vacuum)
Tyler is found in functional training instructing his friends on a workout routine he came up with to reach their fitness goals. You see them taking up the entirety of the Pf 360 and some members are getting antsy trying to get their afternoon workout in while others are grouping around him looking to gain a nugget of his fitness programming prowess! (Explain how you would handle this situation and explain the two policies being broken in this scenario.)
Explain the Cancellation Process.
1.Go to members dashboard 2. Check Agreement for Contract 3a. Charge buyout 3b. Charge missed payments 4.Check for drafting period and choose appropriate cancel type (CANCEL NOW/ Pending) 5.Input Cancel reason 6. Last Bill date/ Club use date 7. Input monthly dues 8.Sign Cancellation Doc
True or false? The Planet Fitness Summer Pass is only available to those who are between the ages 14-19 and do not have a current active membership.
False! We offer a HIGH SCHOOL summer pass for members 14-19 (regardless if they have a membership or not)... and ALL other members are eligible for a "regular" SUMMER PASS through our promotional offers and PIF membership so long as they currently have no active membership
Trevor used to be a member at Planet Fitness Havelock many years ago and he's looking to start a new planet Fitness membership. You take him through the beginning of the signup process but you notice he has old RFC accounts from 10 months ago and another one from 2 months ago. What do you do!?
The first membership is older than 6 months. Using our RFC forgiveness program, all fees are waived so long as the member has new billing information to provide at the time of sign up. For any RFC memberships younger than 6 months, we waive the past dues, and collect the total late fees before beginning a new membership.
Explain all components/ hot spots of Detailing the Locker room require (12/16 To be correct)
1.Mirrors 2. Counters 3. Stalls 4.Shower walls 5.Shower drains 6.Sink lips 7.Grout 8.Vents 9.Toilets 10.Restock soap/ Materials 11.Hand dryers 12. Mop 13.Vacuum 14. Fem Product Bags 15. Trash 16. Lockers
Jeremiah just finished an intense workout. You see him over by the Smith Machine, visibly red after repping out a 1000lb shoulder press. On his way out he falls over unconscious in front of the desk. What do you do?! (Incident Protocol)
1. Assess the situation 2. Grab the AED 3. Call 911 4. Report to Management 5.File incident report 6.Upload video footage
What are the cancel save methods?
Freeze, Transfer location, Offer a free month, offer an upgrade/downgrade, ownership transfer