Roleplay
WW on last day, came 4x for power, hpf, sculpt
key words/ looking for: ask flowchart
CHECK IN- how is your week?classes?
LINGER/CONNECT- goals? connect
FUTURE THOUGHT- can you see yourself continuing to meet your goals?
MAGIC QUESTION! pick ONE membership
how much is a 10 pack with the renewal discount? how much does the discount save you? how much is it per class?
305! save %34, $30.5 per class
what makes a good welcome week experience
connection! asking the right questions! keep it clean!
what does ABC stand for
Always Be Cleaning!
where do you add in a discount when post dating a membership
Autopay schedule
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!
what is conversion? what percentage should we be at?
conversion means a welcome weeker buys something during their week- we should be at 25% or higher
on average how many times does a WW use their WW/take class
2
what are the 6 steps to the flip
bathrooms, studio, laundry, bathrooms, mats, bathrooms + cold towels!
what 2 things do you click to post-date
the calendar (select date) and UNCHECK "pay now"
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 $219, discount 25%, so only $186 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 is it most important to clean
lol always! especially in front of clients
what do you do if the client was unable to book their guest on the app
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?
235
339->271->235
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
what are DrewAnn's cleaning pet peeves!
Dirt lockers/cubbies
windows and mirrors
amenities not filled up
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 305 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 271 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 $27.1x 2 + $305 in credit= $359.2 credit
1. 149->$0 (remainder 210.2)
2. 149->$0 (remainder 61.2)
3. 149-> $87.8
what are the 6 parts of the ask flowchart
CHECK IN: how is your week going? what classes have you taken/want to take?
CONNECT: what are your goals? what brought you here?
FUTURE THOUGHT: can you see yourself continuing this practice to meet xyz goals? What are your plans after your WW
MAGIC QUESTION: how many times per week?
1 OPTION + POST DATE: based on what you're telling me, blank is the best option for you, show them on card- can I set that up to start at the end of the week or is a different date best?
When you do a bathroom check, what are you checking?
No water or hair or litttle bits of tp on the floor
showers clear of hair, curtains pulled back, no personal items left behind
Toilet paper, soap, and all amenities stocked
Clean mirrors
roleplay! common objection handling: WW loves it, but does not want to do membership because it is too expensive
CONNECTION/ ASK FLOWCHART/ MAGIC QUESTION
COMMIT- perks/contract/savings!