21 powerful membership sales scripts3 by Momentum Business Development

CONTENTS Core Scripts

Page

Incoming Telephone Enquiry

Confirming The Tour

Rescheduling the Appointment

No Show – Reschedule

The Professional Greeting

The Personal Needs Analysis

FAB Technique Statement

Closing – Alternative

Closing – Assumptive

Price Presentation – Joining Fee

Price Presentation – 30 Days Notice

Price Presentation – Pro-Rata

Price Presentation – Annual Fee

Price Presentation – Consumer Credit Contract

Price Presentation – Guest Pass Holder

I Want to Try It Out – Guest Pass

Obtaining POS Referrals

POS Referral Call to Nominees

1st New Member Support Call (3 day)

2nd New Member Support Call (10 day)

Guest / Casual Visitor Follow-Up Call (3 day)

Guest Night / Open Weekend Invitation Call

Lead Box Telemarketing Call

Lifestyle Questionnaire

Term Membership Renewal

Inactive Member Call

1st No Sale Follow-up Call

2nd No Sale Follow-up Call

14 14

33 33

Appendix 1

The Personal Analysis (sheet)

Appendix 2

Price Presentation (sheet)

Appendix 3

POS Referral (sheet)

Appendix 4

Lifestyle Questionnaire (sheet)

SCRIPT 1 â&#x20AC;&#x201C; INCOMING TELEPHONE ENQUIRY STOP!

Get a pen and paper (or tracker card) ready

Be ready to concentrate on the caller and LISTEN carefully! Take a deep breath and SMILE!!!

Good morning / good afternoon. This is (your name) speaking. How may I help you? (listen)

Caller may ask price or for information about the facility

I can certainly help you with that. My name is (your name) what is yours?

Name ________________________________________

So that I can give you the correct information do you mind if I ask you a few questions? Great.

NEED ANALYSIS

How did you first hear about the club? _________________________________ Have you been to our Club before? _________________________________ Have you been a member of a club before? _________________________________ Are you inquiring about the membership for yourself? __________________________ Are you currently exercising? _________________________________

C Y

If yes: What are you wanting to achieve with your current exercise programme? _________________________________ What prompted you to call us today? _________________________________

If no (more likely):

What are you wanting to achieve with a new exercise programme? _________________________________ What prompted you to call us today? _________________________________ Are you looking for any specific facilities in a fitness club? _________________________________

Well, we have just the type of facilities you are interested in. We also have a number of people already following a similar programme who are getting the results you are looking for. The best step will be for you to come down to the club so that you can get a feel for the atmosphere and see if it is suitable for you and then we can talk about your programme in more detail. Appointment

Would you have 15 minutes today or tomorrow to come into the club? Does morning or afternoon suit you better? I have an opening at either …….. or ……. Which would you prefer (time)?

Personalise the Appointment

Do you have a pen and paper handy to jot down a few things? When you come into the Club ask at the reception for (your name) and I’ll be waiting for you. To make you feel a little more comfortable when you come in would you like to bring a friend?

If yes, obtain name.

Do you know where we are located? Obtain Their Telephone Number

By the way I will be confirming this appointment with you, so what is your daytime contact number?

Tel HOME ___________________Tel WORK___________________ Tel MOB ___________________ If the appointment is for the same day:

Now just incase I need to contact you regarding the appointment please may I take your daytime contact number? (obtain numbers as above)

Confirm the Appointment Back

Now if for any reason you cannot make it just give me a call. My name is (your name) and my telephone number here is ___________________ Iâ&#x20AC;&#x2122;ll look forward to meeting you at ___________________ (time) on ___________________ (day and date). Is that right?

Yes.

SCRIPTS 2A/2B – CONFIRMING THE TOUR / RESCHEDULING THE APPOINTMENT This call should be made the morning of the appointment (if a very early appointment confirm the day before).

Hi, may I speak with (their name) please? Or

Hi, is that (their name)? Then

Hi (their name) this is (your name) calling from (Club/centre). How are you? I just wanted to make sure everything is okay for our appointment today at ….. Do you know where the parking is and how to find us? (may need explanation). Are you bringing your friend with you? Great or Okay. I shall look forward to seeing you at ….(time).

If They Need to Reschedule

No problem, I will just reschedule that for you. Would today still be good for you or is tomorrow better now? Morning or afternoon? I can see you either at ___________ or __________ what time will suit you best? Great I’ll look forward to meeting you at _________(time) on __________ (day and date). Is that okay?

SCRIPT 3 – NO SHOW RESCHEDULE Y

Hi may I speak to (their name) please? Hi (their name) this is (your name) calling from (club/centre). How are you? Did you remember that you had an appointment at __________ today?

(Usually no)

Well I was just waiting here for you and thought that it must have slipped your mind, so I thought I’d just reschedule it for you. Would tonight be better, or is tomorrow best? Morning or afternoon? I have either __________ or __________ available – which would you prefer?

Great. Well I shall look forward to meeting you at__________ (time) and by the way would you like to bring a friend or family member along with you? (get name if yes). Okay (their name) I’ll see you at __________(time) on __________.(day and date).

SCRIPT 4 – PROFESSIONAL GREETING Remember you only get one chance to make a first impression The first 30 seconds are vitally important to the sales process. Remember that a prebooked appointment will expect, at the least, a 15 minute appointment. A walk-in may not expect this and will have to be informed. Try to obtain the customer’s name from the receptionist, but if this isn’t possible and it is not a pre-booked appointment you will also need to ask the customer their name. Walk up to the customer, SMILE and hold your hand out (a firm shake).

Walk-in:

Hi, my name is (your name) welcome to (name of club). Shake hands as you say this and if they do not volunteer their name say…

May I ask your name please? Purpose

Well (their name) my role is to explain the best possible way of using the centre and I would be delighted to give you some information and answer your questions. Process

Firstly I need to find out a few details about yourself and identify the sort of programme you are looking for. Once we have done that I’ll show you around the centre to see if it’s what you want.

Payoff

Finally we will sit down and I can show you the best possible price for you. How does that sound? Great! The customer will usually say yes here. If they say no it’s because they do not have the time. You must re-book the tour. DO NOT just give out the prices!! Pre-booked Tour: Walk up to the customer, SMILE and hold your hand out (a firm shake).

Hi (their name) welcome to (your Club), it’s great to meet you. As we discussed on the telephone my role is to show you the best possible way ………etc PICK UP - Purpose/Process/Payoff Guest Pass: As pre-booked appointment up until you have completed the Purpose Process

I have your Guest / VIP pass ready for you but firstly I need to find out a few details about yourself and identify the sort of programme you are looking for. Once we have done that I’ll show you around the centre to see if it’s what you want. Payoff

Finally we will sit down and I will issue your pass. How does that sound?

Great!

SCRIPT 5 – THE PERSONAL NEEDS ANALYSIS - FITNESS PROFILE Name

DOB

Male / Female

Address Postcode Tel (h) (m)

(w) Email address

Source

Company

Exercise and Health History Have you joined a fitness club before? Y / N If yes – is your membership current? Are you currently exercising? Y / N If Yes, what activity? How long have you been thinking about starting an exercise programme? Are you looking for any specific facilities in a fitness club? How would you describe your current condition? What results do you want to achieve? Health

Appearance

Performance

Doctors Advice ■

Firm Up/ Body Tone ■

Endurance / Fitness ■

Stress Management ■

Reduce Weight / Body Fat ■

Energy Level ■

Sleep Better ■

Body Shape / Symmetry ■

Sports Conditioning ■

Increase Immunity ■

Improve Self Esteem ■

Improve Confidence ■

Which one of the above goals is most important to you? ___________________________ Why do you want these results? _________________________________________ 11

On a scale of 1 – 10 how important is it to reach your goals? Low 1 2 3 4 5 6 7 8 9 10 High Do you smoke?

Y /N

Is there any other lifestyle habits that hinder your health? __________________________________________ On a scale of 1 – 10 what priority is your health and fitness? Low 1 2 3 4 5 6 7 8 9 10 High What time frame do you have in mind in achieving your goals? ____________________________________ After reaching your goals will you continue with your exercise programme? ________________________ Do you feel that you have 2 – 3 hours per week that you can dedicate to your fitness goals? ________________ What time of day would you prefer to exercise? __________ How many times a week? ____________________ How soon do you want to start on a regular programme? ________________________________________ What has kept you from starting sooner? Family Commitments ■ Work ■ No Money ■ Procrastination ■

No Time ■ Apathy ■

Is this still a problem? Y /N Will your family support you in your exercise programme? Y / N What injuries, illnesses or conditions should we be aware of? _________________________________________________ _________________________________________________ For Club use only We like to support our new members with regular follow-up calls. When would be the best time to call you? Morning M-F ■ Afternoon M-F ■ Evening (before 9pm) M-F ■ SAT ■ SUN ■ Tel. No.

First Gym Visit Date: Instructor:

Other ■

SCRIPTS 6A – 6D FAB TECHNIQUES, MINIMUM OF 4 STATEMENTS Decide the appropriate Customer Quadrant for each of the following customers and construct a sentence you might use on a tour applying the FAB technique: Mr Rob Blue, Age 36 Overweight, recently divorced. Used to be a rugby player – stopped in his 20’s and hasn’t exercised since. Never belonged to a gym although trained hard in his prime. Wants to get fit, lose weight and meet new people. Has a beach holiday booked in 3 months time and wants to impress the girls! Quadrant: FAB Sentence:

Miss Julie Misery, Age 43 Lives locally, has joined 3 gyms in the past 2 years! Usually close to work. Wants to reduce fat on lower body but cancels her memberships because never gets results – she never attends regularly. Quadrant: FAB Sentence:

Ms Sally Keen, Age 27 Just moved to this area, been a member of a gym since university. Loves CV equipment. Usually workouts 4 – 5 times per week before work. Quadrant: FAB Sentence:

Mr Duncan Doughnut, Age 54 Overweight, reluctant exerciser. Not taken part in sport/fitness since school, unless you include darts! Wife nags him to exercise and lose weight. Knows he would feel better if he was slimmer and fitter but not sure if he would stick with the programme – thinks ‘you can’t teach an old dog new tricks’. Quadrant: FAB Sentence: 13

SCRIPTS 7A/7B – CLOSING ALTERNATIVE/ASSUMPTIVE 7A – Alternative Close The alternative close is often the easier option. Ensure you have narrowed it down to one package during the tour and then present two payment options. Don’t be afraid to use the annual fee here rather than multiply up the daily casual rate. Once you have presented two different payment options see scripts 8a, 8b, 8c, 8d & 8e look the customer in the eye and say

Well Robert – which option would you prefer? Stay silent until the customer speaks. ( If you took your time over the needs analysis, obtained plenty of yes’s (filled your shopping basket!) and positive feedback throughout the tour (FAB) this bit should be easy as you will have closed all the doors on the objections and trial closed throughout.)

Great! Now that means today you need to pay £X. How would you like to pay that: Cash, Cheque, Debit/Credit Card.

Excellent – Lets do the paperwork and get you started. Congratulations!

7B – Assumptive Close All good sales people will assume that their customer will want to join and enjoy the benefits of improved health and vitality. This method of closing would be presented at the end of the tour – you close before prices are discussed (more likely if your customer came in with the intention of joining and made this clear at the start). At the end of the tour your final words should be:

Is this the sort of facility you are looking for Robert? (get a yes, or deal with it!) Great Then let’s do the paperwork and get you started.

SCRIPTS 8A, 8B, 8C, 8D, 8E, 8F – PRICE PRESENTATIONS JOINING FEE/30 DNP/PRO-RATED DUES/ANNUAL FEE/ CONSUMER CREDIT CONTRACT/VIP GUEST PASS Before you present the prices it is important to finally remind the customer of the value of the product. Do this by listing all of the activities etc in the package and then most importantly the emotional value to them personally based on your discussions. Your final statement may go something like this:

Well Robert * from what we have discussed from your aims and objectives I think we agree that the best package for you is our Single Gold Membership. Is that right? (get a yes). Now that includes unlimited use of our fantastic gym – including a personalised programme to ensure you get the results you are looking for. Don’t forget that your programme will be regularly monitored and updated by our dedicated gym instructors. In addition to that you may use the luxurious steam and sauna and relax in the swimming pool. Overall you will be able to get fit and toned and take care of your stress at the same time. Isn’t that fantastic? (get another yes)?

* If they have come to collect a VIP Guest Pass go to 8F Now there are 2 ways you can pay for this membership: Opening Hours:

Joining Fee: £100

£50

OPTION 1 Monthly = 30 Day NP =

£40 £40

1st DD, 1st July

OPTION 2 £480 2 months free – SAVE £80 Which option would you prefer?

Joining Fee - 8A

The joining fee is a one-off fee – you do not have to repay this each year provided your membership stays current. Our JF is usually £100 But fortunately for you today we have a special promotion running and the fee has been reduced to £50 That’s great isn’t it? (get a yes) If there is no promotion running, end this after the first sentence and move straight onto the 30 DNP or pro-rated dues. 30 Day Notice Payment - 8B

You monthly fees are payable by direct debit and will be £40 per month. The first payment will be on 1st July. Now many clubs tie you in to a year’s membership but here at (name club) we believe our service is so good that we do not have to force you to stay. All that we ask is if you do decide to leave you give us 30 days notice. We will take this payment now so if you should have to cancel at any time all you have to do is notify us in writing, along with your bank and continue using the Club for a further month. Does that sound okay? (get a yes) Pro-rated Dues - 8C

Now your first direct debit will not start until 1st July but I know you are keen to get started straight away, so I have worked out that between now and the 1st July you need to pay £20. This means we can set up your membership immediately and you can start to exercise and begin to feel better about yourself (adapt according to their goals). That makes sense doesn’t it? (get a yes) Great!

Annual Fee - 8D Present the joining fee as above if it is applicable.

You will then need to pay £480. However the great saving here is that you will receive 2 extra months on the end for FREE therefore you will save £80 Sounds great doesn’t it? (get a yes). OR That will save you £80 compared with the monthly option. Sounds great doesn’t it? (get a yes). Consumer Credit Contract - 8E

Now Robert – with this option you join for one year but we will allow you to spread the payments and pay £xxx each month for 12 months. You cannot cancel this midterm you must make the 12 payments. It means you can budget over the year (against one-off annual fee) OR It works out cheaper over the year than the monthly option. OPTION 1 35 x 12, 1st DD, 1st July Script VIP Guest Pass - 8F

Well Robert I know you have come to collect your VIP pass but from what we have discussed you will not be able to achieve your aims in that amount of time!. I think the best package for you is our Single Gold Membership don’t you (try to get a YES). Then carry on as above. Now that includes End with: What I can do, because I don’t want you to miss out on the benefits of your VIP pass, is deduct the value of the pass from you initial fees – is that okay? Great. (If the customer is still adamant about using the Guest Pass refer to the “Try it out” Script 9)

SCRIPT 9 - TRY IT OUT - GUEST PASS C

I’ll take my guest pass, try the club out and then I’ll join. Please note that the presentation of trading a VIP trial or guest pass on a regular membership is slightly different to a regular opportunity, and you should review this process in presentations if you are having problems closing these, or would like to get a better picture of how the rebuttal ties in with this presentation. The 7 Day Trial

I can understand that, Mary, you’d just like to try the club out first before you make a final decision, is that right? Obviously your goals won’t be reached after the first few workouts, so if the club is suitable for you, you’ll then be ready to make a full commitment to the programme, is that right? Well, as you know you only get the VIP Pass value off the membership on your first time through the club, and if you use your pass and like the club I’ll have to charge you the full rate. Let me ask you a question. As I understand it, the only thing you would like do is try the club out and if it’s satisfactory to you you’ll join, is that right? Usually people know after the first workout, but how many would you have to do to know that the facilities, service and atmosphere are to your satisfaction? (Usually 1-3 workouts) OK, so if I could give you an option where you could get started on the programme, still get the lowest rate and have not just 7 days to try it out but 14 days, I guess that would appeal to you, wouldn’t it? Great, we’ll get you started on the regular programme, which will get you the lowest price and give you a *14 day money back guarantee so you can try it out and if, for any reason, you’re not happy, we’ll give you a full refund. (*check with club management before using 14 day money back guarantee). If they are still persistent then go to the next rebuttal. What Have You Got to Lose

Oh, is that right. I’m a little confused, Mary, you said you just wanted to try the club out before you made a full commitment to the programme and I thought I had given you that option. Let me just ask you, Mary, if you were to hypothetically join today, get the best price, start on your programme and have 14 days to cancel, what would you have to lose?

SCRIPT 10 – OBTAINING POS REFERRALS Takes place after the sale has been made – it is the ‘final’ piece of paperwork

As a new member of our club we would like to give you a gift of five VIP passes worth £ (on term – 1 day, 7 days etc, depending) for your friends. Now I’m sure you have lots of friends or family members you would like to give these to but we must limit the offer to five people only. If you could write down the names and day time telephone numbers of the people you would like to nominate for these passes and I’ll just get __________your membership card / the induction file etc. Go away and leave them to it. If they have only managed to write 1 or 2 names or none at all:

Oh – it’s a shame you haven’t filled them (all) in because for every person with a pass who decides to become a member you’ll receive a free month on your membership (or whatever the offer). Now the passes are only valid for the first 30 days of your membership so we do need to hurry. Are you sure there’s no one (else) you know who would enjoy the benefit of… a week’s membership to our club) – what about your work colleagues or neighbours? After they have give you 5 / some names and daytime numbers:

That’s great - now please could call your chosen friends and let them know about their gift. Ask them to call me to arrange when they want to come down and collect their passes, if I haven’t heard from them in the next couple of days I’ll give them a call myself.

SCRIPT 11 – Y

POS REFERRAL CALL TO NOMINEE

Hi is this (their name)? Hi (their name) this is (your name) from (club). Did your friend (member’s name) call you and tell you that I was going to call? Well, (that’s) the reason for the call is (member’s name) has just become a new member here and is allowed to give a friend a __________ valued at £__________ and she/he was kind enough to nominate you. Isn’t that great? Are you a member of a club now?

Great! Then this must have come at a good time!

YES

Which club are you a member of? Is it a lifetime membership? When does it expire? Well, we can simply start this membership when your other one expires. No sense in letting all those good results go to waste!!

Let me tell you about your VIP pass. Your VIP pass will include complete use of (name activities) in the area’s friendliest fitness centre – sounds great doesn’t it. (try to get a Yes). What I would like to do is invite you down to the club to tell you everything about your VIP pass, answer any questions and help you get started on your programme. Would you have 15 minutes today or would tomorrow be better for you to come in? Morning or afternoon? (Then offer two time options.) Okay – now I’ll be waiting to help you when you get to the club. If, for any reason, you cannot make it please call us on (tel no). Now to help you feel a little more comfortable when you come in I can extend this pass to one other person. Is there a friend or family member that you would like to bring with you. (take details). Okay (their name) I’ll look forward to seeing you at __________.(time) on __________ day and date. Is that right? Enjoy your day.

SCRIPT 12 – 1ST NEW MEMBER SUPPORT CALL (3 DAY) Made after 3 days from joining

Hi is that (their name). Hi , this is (your name) from (club). How are you today? I’ve called for a couple of reasons. The first is to thank you for becoming a member and secondly to find out how you are enjoying the club (refer to your tracking card to see if the induction would have been held so that you can ask how it went – if they haven’t had it yet and there are no other facilities for them to use until that point, check that they have all the information they need ready for the induction and to use the club). BE NICE! – let them know it’s okay to feel sore after their first few workouts

Y Now remember if you are having any problems with your programme or results let me know right away and we can adjust things for you. Also, before I forget, when you joined you were given five VIP passes for friends and family members and you were going to think about who you wanted to give them to as a gift. If you give me their details now I can set the passes up for them. You can then let them know they are ready and ask them to give me a call to collect them. Remember, they are only valid for the first 30 days of your membership. Great, well I’m glad to hear you are enjoying the club and hopefully your friends will be joining you. Now if there is anything we can do to help you please do not hesitate to call or ask at front desk when you’re next in. I will give you another call in a few weeks to make sure everything is going well. We will see you soon then.

SCRIPT 13 – 2ND NEW MEMBER SUPPORT CALL (10 DAY) Y

Hi is that from

. Hi this is club, how are you enjoying the club and your membership?

What are you enjoying the most? (Talk about their programme and help them if they are having any problems)

That’s great, the other reason why I am calling is because as a new member you are entitled to 5 VIP Guest Passes which you can give away to friends or family members within the first 30 days of membership. Since the 30 days is almost up I thought I would give you a courtesy call so you can use them. You still have (?) passes available. Now all you have to do is give the Guest Passes to friends and they will receive 5 free days of full use at the club with absolutely no obligation. This gives them a chance to try us out and you the chance to work out with a friend. So would you have a friend or family member who you would like to give this to. What’s their name? Now what I will do is get you to give them a call and let them know that you’re giving them this special VIP pass to the club and we will follow them up with a call in a day or so and to find a convenient time for them to be shown through the club. By the way what is their contact number? Great! Well I am glad to hear you are enjoying the club and hopefully a friend will be joining you. Now if there is anything we can do to help you please do not hesitate to call or ask at the front desk when you are next in. Well, we will see you in the near future at the club okay. Have a great day

SCRIPT 14 – GUEST/CASUAL VISITOR FOLLOW-UP CALL To be used for Casual Visitors, Guest Pass Users or Free Trial Passes. Call to take place 3 days after (first) visit.

Hi, is that (their name)

Hi (their name) this is (your name) calling from (Club name). This is a courtesy call because I wanted to thank you for taking the time to visit us here at (Club name). Did you enjoy your visit to the Club? Did you manage to see or use all of the facilities? What part of the Club did you enjoy the most? If these questions provoke a ‘positive’ response i.e. they want to make an appointment to join:

Excellent, all we need to do now is to arrange a time to get together to complete your application – so when would you prefer to come in - today or tomorrow (etc). If the response is ‘unsure’ i.e. they need more time to think about it:

I can appreciate that you need more time to think about it, I hope you don’t mind me asking what you feel you need to think about? (NB the objection for I Want to Think About it). If the response is ‘unsure’ i.e. I am not sure that I am interested in membership:

I can appreciate that because you came in as a guest, but are you happy with your current level of fitness? Would you therefore like to improve your fitness, or do you have other exercise goals? We have an exclusive members guest promotion running at the moment and that is one of main reasons for my call – if you join before (date) (or limited number offer) you can take advantage of (outline the offer) so shall I reserve one of these for you? If the response is ‘negative’ i.e. I didn’t like the club:

I’m very sorry to hear that, when you visited the club as a Guest of (member’s name) what were your main reasons for coming down to the club? If you still haven’t managed to secure an appointment:

We have a special offer on at the moment for member’s guests, so I would like to invite you back down to the club, this time as my guest and I call tell you about our membership and the offer. Are you free today or tomorrow? Etc Or

You obviously need a little more time to think about joining so I will call you in a few days – would Thu or Fri be better for you etc Or

Thank you for visiting the club with (member’s name), I hope that you will consider membership in the future and I hope we see you again soon.

SCRIPT 15 – GUEST NIGHT/OPEN DAY SCRIPT Y

Hi (their name), this is (your name) calling from (your club name). I am just calling to make sure you have received our letter regarding our Guest Night / Open Day on (day and date). Option 1 (received letter and invited guests)

Yes

Great! Have you invited any guests yet?

Yes

Brilliant! Would you be kind enough to give me their names’ as we want to make sure we cater for the right number of people and I need to add them to our Guest List. (Write down names) Thanks very much (their name)– I look forward to seeing you and your guests on *****. Option 2 (received letter and not yet invited guests)

Yes

Great! Have you invited any guests yet?

That’s not a problem but I will need to know their names in order to ensure we cater for the right number of people. Don’t forget you and your guests will enter our prize draw to win **********. Also, if any of them join you will also enter a draw to win ********. What I’ll do is call you again in a few days and that will give you a chance to contact your friends or ask your colleagues - would Mon or Tue be the best day to call you? Morning or afternoon? Is this the best number to reach you on at that time? Excellent, I look forward to speaking with you then (their name). 26

Option 3 (haven’t received letter)

Hi (their name), this is (your name) calling from (your club name). I am just calling to make sure you have received our letter regarding our Guest Night/Open Day on (day and date).

You haven’t, oh dear, well let me quickly tell you about it because I don’t want you to miss out. On (day, date and time) we are organising a Guest Night / Open Day for our members. This means you can bring along friends, family, colleagues or neighbours free of charge and they can have to the opportunity to try out our Club. We are running taster sessions in ***, ***, etc as well as offering *******. (Club operations may allow you to pre-book) There will also be a glass or wine and nibbles (or whatever) once you have worked out. (May only apply to Guest Night). You guests will all be issued with a Guest Pass that will entitle them to use the facility for *** consecutive days, isn’t that a fantastic offer. Well (their name) on top of that - you and your guests will enter our prize draw to win **********. Also, if any of them join you will also enter a draw to win ********. What I’ll do is call you again in a few days and that will give you a chance to contact your friends or ask your colleagues- would Mon or Tue be the best day to call you? Morning or afternoon? Is this the best number to reach you on at that time? Excellent, I look forward to speaking with you then (their name).

SCRIPT 16 – LEAD BOX TELEMARKETING CALL Y

Hi is that ? Hi this is Do you remember entering into a draw at

from location? (pause)

Well – We are not making the draw until (date) but in the meantime to thank you for entering we’d like to offer you a VIP Pass to use at our club for 5 days. OR Congratulations, we drew your name out of the draw box and you have received a VIP pass to

valued at

Pause for enthusiasm.

I see that you have been thinking about getting started on an exercise programme, so this must have come at a good time for you? (PAUSE) And your interests are? Is there any specific exercises or things you are looking for in a club? Well great, we’ve got lots of people achieving just those kinds of results down here at the club. Let me tell you what your membership includes. It gives you unlimited access to our (beautifully air conditioned private facilities). The club has a very unintimidating atmosphere, which makes it really comfortable to work out in. It’s fully equipped with a complete line of weight training facilities and free weights to tone you up and an incredible cardiovascular training area with the latest in computerised bikes, steppers and treadmills which will help you stay lean and trim. We also have a wide selection of aerobic and circuit classes which trim you and tone you at the same time. This all comes with instructor who will set up your programme and monitor your results so you get the results that you are looking for. Sounds great doesn’t it?

Do you have a pen and a piece of paper handy? Iâ&#x20AC;&#x2122;ll give you a registration number which you will need to bring down to the club to pick up your pass. Itâ&#x20AC;&#x2122;s LB (date) Now these passes are only valid for a week so would you have 15 minutes today or is tomorrow more suitable for you to look around the club and pick up your pass? Morning or afternoon? We have an opening at either or which would you prefer. When you arrive will be waiting for you to show you around the club and if for some reason you cannot make it just call me on (your telephone number) Now to make you feel a little more comfortable when you come in I can offer you another pass. Is there a friend or family member that you would like to bring with you? (GET NAME) Now do you know where we are located? Congratulations, we will see you at on day. Is that right? Have a great day!

SCRIPT 17 – LIFESTYLE QUESTIONNAIRE Ensure you are neatly dressed with your clipboard in hand. It would be helpful if you wore uniform and/or a name badge showing your name only (not Membership Sales). Position yourself in a busy street and ensure other people are around when you approach a member of the public so that they do not feel threatened. Do not ‘charge’ up to someone, instead step forward slowly with a smile on your face and make the following introduction:

Good morning/afternoon My name is (your name) and I’m conducting a Lifestyle Questionnaire on behalf of a local fitness club. We are studying the health and fitness habits of the local community and I would be really grateful if you would be kind enough to answer a few questions? Great OR - if no Okay – perhaps another time, thank you and have a good day. Go through the questionnaire – see appendix 3.

SCRIPT 18 – TERM MEMBERSHIP RENEWAL CALL This call is for members whose memberships expire within 5 weeks.

“Hi is this___________________________? Hi___________________________this is ___________________________from___________________________Health and Fitness Club. How are you? Well I called for a couple of reasons. The first was to find out how you’ve been enjoying the club? What have you been enjoying the most? Are you getting closer to your goal? How important is it that you reach that?” (Talk about their programme/results and answer any questions.)

“The other reason for calling was, did you receive our letter offering you our special renewal options? Well I thought that I’d follow up and give you more information about it and answer any of your questions or if you’d prefer I can do that next time you’re in the club. Which would you prefer? (If they would like the information now just go through the offer or just find out when they will be into the club next and book an appointment to see them in person.)

“While we are at it would you like to organise a re-assessment of your programme?” “By the way as a renewing member you are eligable to receive 3 more 5 day VIP Passes for friends or family members – Is there a family member or friend that you’d like to bring with you? What’s their name?” “Okay_______________we’ll see you on________________. Is that right?”

SCRIPT 19 – INACTIVE CALL (MEMBER) Y

Hi is this_______________________. Hi________________________ this is________________________from_____________________________________, how are you? I wanted to give you a courtesy call because we have not seen you in the club for a while. Answer If busy:

Is there some way that we could modify your programme to fit in with your schedule better? If de-motivated:

Perhaps a re-assessment would get you feeling back on track, and then your instructor can also revamp your programme? If member wants to cancel:

Are you familiar with our Home Alone Scheme which has helped member’s just like yourself through this situation and allows you to not have to cancel and pay more to re-join in the future? Go on to explain the Home Alone Scheme. If this does not satisfy them go on to explain inactive status option.

It’s been nice talking with you and we will look forward to seeing you again soon.

SCRIPT 20 – 1ST NO SALE FOLLOW-UP CALL Y

Hi is that (their name) Hi (their name) this is (your name) calling from (Club name). I was just calling to see if you got my thank you note (pause). I also wanted to see if you had any more questions about our club or your programme? End conversation with: Okay (their name) well thank you once again for visiting us and i’ll speak to you again soon.

SCRIPT 21 – 2ND NO SALE FOLLOW-UP CALL Y

Hi is that (their name) Hi (their name) this is (your name) calling from (Club name). (Their name) we are currently running a promotion where we are offering a 7 day guest to customers who have visited our club? Would you like to arrange an appointment to collect one? Excellent – when would be a good time to come down (offer choices and book appointment) (Their name) I can extend this pass to one other person if that would make you feel more comfortable – is there anyone you would like to bring with you? Great I look forward to seeing you then, bye.

PERSONAL NEEDS ANALYSIS DATE: Surname:

First Name:

DOB:

Male or Female:

Address:

Postcode: Tel (h):

Tel (w):

Tel (m):

Email: Occupation:

Company:

EXERCISE AND HEALTH HISTORY Have you joined a fitness club before? Are you currently exercising? How long have you been thinking about starting an exercise programme? Are you looking for any specific facilities in a fitness club? How would you describe your current condition? What results do you want to achieve? Health Doctors Advice Stress Management Sleep Better Increase Immunity

Appearance Firm Up/Body Tone Reduce Weight Body Shape/Symmetry Improve Self Esteem

■ ■ ■ ■

Performance Endurance/Fitness Energy Level Sports Conditioning Improve Confidence

■ ■ ■ ■

Which one of the above goals is most important to you? Why do you want these results? On a scale of 1 to 10 how important is it to reach your goals? Do you smoke?

YES/NO

Low 1

High (please circle)

Is there any other lifestyle habits that hinder your health?

On a scale of 1 to 10 what priority is your health and fitness?

Low 1

What time frame do you have in mind in achieving your goals? After reaching your goals will you continue with your exercise programme? Do you feel that you have 2–3 hours per week that you can dedicate to your fitness goals? What time of day would you prefer to exercise?

How many times a week?

How soon do you want to start on a regular programme? What has kept you from starting sooner? Work ■ Other ■ No Money ■ Procrastination Is this still a problem?

■

Family Commitments Apathy ■

■

Will your family support you in your exercise programme?

What injuries, illness or conditions should we be aware of? FOR CLUB USE ONLY

We like to support our new members with regular follow-up calls. When would be the best time to call you? Morning M-F ■ Afternoon M-F ■ Evening (before 9pm) M-F ■ SAT ■ SUN ■ Tel. No.

First Gym Visit Date: Instructor:

No Time

■

MEMBERSHIP OPTIONS OPENING HOURS

JOINING FEE

OPTION ONE

OPTION TWO

GET STARTED TODAY...

Valid Until

PAYMENT OPTIONS

■

Cheque

■

Debit/Credit Card

■

Cash

WHICH ONE IS BEST FOR YOU?

DO YOUR FRIENDS A FAVOUR AND RECEIVE A FABULOUS PRIZE! YES! Introducing friends to the Club helps you to stick with your programme and allows you to receive fabulous prizes. IT’S AS EASY AS 1, 2, 3...

1...

SIMPLE!

Just jot down, in the spaces provided below, the names and telephone number’s of friends, family

members, work mates or someone who could benefit from having more energy, less weight, more fitness, less stress or just a better quality of life.

2...

WE DO THE WORK!

We’ll call your nominated guests and invite them down to the Club for their VIP

Trial visit. It does help if you encourage them to give it a go.

3...

YOU RECEIVE PRIZES!

For each nominate guest that decides to be a member you

will receive an exciting prize

Your Name:

Referrals Name 1. 2. 3. 4. 5.

Daytime Tel No.

Evening Tel No.

Mobile

LIFESTYLE QUESTIONNAIRE How would you describe your current fitness level? Very Poor ■ Poor ■ Good ■

Very Good ■

Have you been involved in regular exercise during the past 12 months? If Yes, Which of the following? Gym ■ Aerobics ■ Sport ■ Walking ■ How old are you? 16-21 ■ 21-30 ■

Jogging ■ Cycling ■

31-40 ■

41-50 ■

Yes ■

No ■

Swimming ■ Other ■

51-60 ■

61+ ■

Have you had your blood pressure checked in the last 12 months?

Yes ■

No ■

Have you ever had a cholesterol test?

Yes ■

No ■

Do you smoke?

Yes ■

No ■

Does your company provide private medical insurance?

Yes ■

No ■

If No, do you have your own policy?

Yes ■

No ■

Do you think you would benefit from regular exercise?

Yes ■

No ■

If you were to exercise, which of the following would interest you? Weight Loss ■ Tone Up ■ Improve Fitness ■ Stress Relief ■ Social ■ Feel Better ■ Other ■ Have you ever considered joining a health club?

Yes ■

How much would you expect to pay per month for full membership? £32.50-£35.00 ■ £35.00-£37.50 ■ £37.50-£40.00 ■

Weight Gain ■ Strength ■

No ■

£40.00+ ■

What is your job title? Thank you for completing our survey – as a way of thanks I would like to offer you 7 DAYS COMPLIMENTARY MEMBERSHIP/GUEST PASS/FREE TRIAL at:__________________________________ If I could just take your personal details we will contact you as soon as possible to arrange a suitable time for you to visit the club. Name Daytime Tel no. Email Thank you enjoy your day

NOTES