Policies
How many minutes does a member have to be allowed into class?
5 minutes
Name the OTbeats that we sell.
OTbeat Burn, OTbeat Core
Member was charged for a LC fee because they showed up after the 5 minute mark due to traffic. Member is demanding that they are not charged because they still came in. How do you proceed?
As per the rules and policies we cannot allow the member into class and therefore they forfeit the class and incur any charges associated.
If they continue to complain let them know that you can push it up to management. Task KM and CL HEAVILY.
What platform do we book an intro through?
Orangebook
Ellen Latham
How many times a year can a member freeze their membership?
2 times a year
How does the OTbeat Burn read your heart rate?
We have Brian, a Cross Regional coming to class. What two things MUST we have before he takes class?
CI and CC
An intro is 10-15 minutes late to their first class after we called and texted them, what do we do now?
Get them rescheduled for a different date and time where they can get to us 30 minutes prior!
How many Orangetheory studios are there?
over 1500 studios in 25 countries!
How many hours does a member have to cancel their class before it is considered a "late cancel"
8 hours
How does the OTbeat Core read your heart rate?
It HEARS your heart beat
Susie wants to freeze her membership. What are 2 pieces of information we need in order to task Kristen?
1. 30 or 60 days
2. When do you want freeze to start?
What are the 3 things we need to learn from an intro during the CI when doing the handoff to the coach?
1. Goals
2. Currently doing for fitness
3. Orthopedic issues or restrictions?
Name the 5 primary objections.
Uncertain, price, spousal/support, time/commitment, shopping around
What are 2 things that we need to know in order for an intro to be eligible for their first free class?
Are you local? Have you ever taken an OTF class before?
Member comes to desk saying their core is not reading because their OTBeat screen is showing 0% and black. What troubleshooting steps do you take?
1. ensure member is wearing it correctly (skin contact, clasp on right and facing down, OTF on pod is readable if staring at member)
2. water or gel under strap
3. rub electrodes of core pod to get them warmed up.
4. shock pod
Beth wants to cancel her membership because she has really bad arthritis. She is asking to waive the 30 day notice, what do we need in order to do that?
Doctors note
The 8 steps of the First Visit Process
Meet and Greet, Client Intake, Intro to OTF, The Handoff, Fitness Orientation, The Workout, The Handback, The Close
What is our OTF corporate standard for Daily Production Model? (touchpoint/reachouts?)
Corporate standard is 40/10/4/2
Minimum 40 sales contacts per person per day. Minimum 10 leads per person per day. Minimum of 4 appointments (or Intro workouts) booked per person per day. Minimum of 2 sales per person per day.
The youngest a member can be to join OTF?
14 with a parent in studio at all times!
Which OTbeat is better? The Burn or Core?
Neither! It is based on personal preference and where you would like to wear a HRM.
Amber wants to upgrade her membership to a 6 month Premier contract for her next billing cycle. Her next bill date is in 3 weeks. How would you proceed?
1. Have Amber fill out cancellation for her current membership.
2. Have Amber fill out new MA for the upgrade (bonus: remind Amber she is locked in for 6 months at this rate)
3. Ring Amber out for new membership and post date to next bill date in 3 weeks.
4. Place cancellation in MTA
5. upload new MA to Amber's profile
6. CL everything
What info do we need to fill in to complete the OTConnect profile to ensure a members HRM will read them accurately?
Change profile name: First name, last initial, day of birth
DOB
Weight (lbs.)
Gender
HRM (loaner# or personal OTBeat#)
What is the significance of the OTF logo?
The OTF Splat logo was inspired by what a fat cell looks like when it explodes. Burn, baby, burn!