Importance of the Telephone
In the fitness industry, as with many other industries, the telephone is an important tool used to communicate with both customers and prospects through inbound and outbound calls.
Whether fielding an inbound call for membership or initiating an outbound call to confirm an appointment, follow up on a sale, or to make initial contact with a lead or prospect, the telephone is essential for cultivating sales opportunities.
Even in today’s world of email and text communications, the telephone plays a significant role in both customer relations and marketing/sales. When you answer the telephone or use the telephone to contact customers and prospects you are keeping it human.
On this page, you will find sample telephone scripts that can be used as a guideline for fielding membership inquiry calls and making outbound calls for a variety of marketing/sales situations.
It is important to memorize your telephone presentations so that you do not sound scripted.
Telephone Inquiry Call
A telephone inquiry call is when a non-member calls the facility asking for membership information. Telephone inquiry calls can usually be identified by the question being asked by the caller i.e. how much does it cost to join, how much is a membership, where are you located, what are your hours, do you offer ………., etc.
You want to avoid allowing the telephone inquiry call from becoming a question and answer session controlled by the prospect (caller). The business’ goal of the telephone inquiry is to secure an appointment with the prospect for a face-to-face meeting to properly present the benefits of the fitness center and secure a sale.
You want to refrain from disclosing all the membership pricing details over the telephone because seeing the facilities first-hand, going on a tour, and going through an in-person membership presentation is helpful to the prospect in order to make a positive membership decision.
Telephone Protocol:
- Answer Telephone Enthusiastically
- Listen to the Customers Question
- Take Controlof the Conversation
- Get the Customers Name
- Begin Phone Presentation
- Engage Prospect (Use Customers Name)
- Close Appointment (Date, Time, Phone, Email)
- Overcome Objections
- Close Appointment
- Verify Appointment
- Add/Look-up Customer to CRM
- Book Appointment in CRM
- Send CRM App Confirmation to Customer
- Add CRM Appointment Reminder for Self
Prospecting Calls:
- Dial the Phone
- Be Enthusiastic
- Explain Reason for Call
- Engage Prospects
- Ask Questions
- Close Appointment
- Overcome Appointment Objection (repeat 6 & 7 as necessary)
- Verify Appointment
- Acquire Prospect Email Address
- Book Appointment in CRM
- Send CRM App Confirmation to Customer
- Add CRM Appointment Reminder for Self
Missed Sales Follow Up:
- Call Missed Prospect
- Close Phone Order Sale
- Overcome Objection
- Reschedule Appointment
- Book Appointment in CRM
- Send CRM App Confirmation to Customer
- Add CRM Appointment Reminder for Self
No Show Follow Up Calls:
- Call All No Shows
- Speak with All No Show Prospect or Leave Voice Mail
- Overcome Prospect Objections
- Reschedule Appointment
- Verify Appointment Details
- Stress Importance of Showing for Appointment
- Accumulate Email Address if needed for CRM
- Book Appointment in CRM
- Send CRM App Confirmation to Customer
- Add CRM Appointment Reminder for Self
TELEPHONE SCRIPT - NEW MEMBER CALL
Sample New Member Follow Up Call
New member follow up calls should be made periodically as part of a proper new member on boarding system.
Follow Up Call Schedule:
- 1 to 2 days after members first workout
- After members first week
- After 15 days of membership
- After 30 days of membership
- Monthly thereafter
Member follow up calls are not only helpful in the proper on boarding of new members, they are also helpful in alerting you to concerns members may have regarding the fitness center.
It’s a good idea for you to have as much information as possible about the member when making these types of calls. This could include access to the member management software so you can verify how often the member has used the fitness center. Having access to the member management software also allows you the opportunity to review and update any missing contact information.
- Telephone:
- Ring, Ring, Ring….
- Member:
- Hello.
- Staff:
- Hello ____________________________ this is ______________________ calling from XYZ Fitness Center. How are you today?
- Member:
- I’m doing fine.
- Staff:
- I’m calling to see how everything is going for you here at the fitness center and how you’re enjoying your membership?
- Member:
- I like it even though I haven’t used it as often as I would have liked.
- Staff:
- Is that something we are able to help you with?
- Member:
- No, I just need to get there more often.
- Staff:
- Yes, having a regularly scheduled time to dedicated to your exercise program is important for long-term results.
____________________________ did you meet with one of our certified personal trainers for your complimentary personal training session?
- Member:
- No, I did not.
- Staff:
- Well that’s a really good place to start because our trainers can teach you some multi-joint exercises that can save you time on days that your schedule is very busy.
Let’s schedule your complimentary session for you tomorrow, what’s the best time for you….morning, afternoon, or evening?
- Member:
- Evening.
- Staff:
- Great! I have a _____, _____ or _____ available, which works best for you?
- Member:
- 6:30pm
- Staff:
- Great ___________________________! I have you scheduled for tomorrow at 6:30pm. I am going to send you an email confirmation as a reminder. When you arrive simply ask for ________________________ at the front desk.
TELEPHONE SCRIPT - INCOMING CALL
Sample Telephone Presentation Script
- Telephone:
- Ring, Ring, Ring…
Always answer the telephone by the third ring. - Staff:
- We’re having a great day at X Y Z Fitness may I help you?
Be sure to answer the telephone enthusiastically. - Prospect:
- How much are your memberships (or any other question that would indicate that the caller not a member)?
- Staff:
- Are you inquiring for yourself?
This questions is being asked to gain control of the telephone conversation because we don’t want the inquiry call to become a question and answer session. - Prospect:
- Yes, no, or otherwise.
- Staff:
- Great, my name is _____________. What’s your name?
- Prospect:
- Mary.
- Staff:
- Great Mary, let me tell you a little about the club and then I can answer your question. First, we offer a terrific group fitness program with more than ___ group fitness classes offered each week like Zumba® Bootcamp, Pilates, Yoga, Silver Sneakers and all of our classes are taught by certified group exercise instructors.
We also offer a large cardiovascular area with treadmills, cross trainers, elliptical trainers, stair climber, upright and recumbent as well as cardio entertainment.
On our main workout floor we offer selectorized strength training machines, plate load machines, functional style training equipment and free weights.
We also specialize in designing and implementing exercise programs that are specifically tailored to help you accomplish your fitness goals.
Mary what are you primarily looking to accomplish from an exercise program: lose weight, tone and firm, build up, or increase energy?
- Prospect:
- Lose weight, tone and firm.
- Staff:
- That’s terrific! Mary I would like to schedule a time for you to come into the fitness center for a first hand look at what we offer, what are you doing right now?
- Prospect:
- I’m busy right now.
- Staff:
- That’s ok. What’s best for you later today….I have a ____, ____, or ____ available?
- Prospect:
- I can’t make it today.
- Staff:
- No problem, what best for you tomorrow….morning, afternoon, or evening?
- Prospect:
- Afternoon.
- Staff:
- Great, I have a ____, ____, or ____ available, which works best for you?
- Pospect:
- How about 3:00pm.
- Staff:
- Great, 3:00pm will be just fine. Do you know where we are located? (if not explain).
Mary, you are welcome to bring a friend or family member with you. Do you have someone in mind? (get their name if possible).
And Mary what’s your telephone number for my appointment book?
Great, I’m also going to send you an appointment confirmation, what is your email address?
- Prospect:
- __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com
- Staff:
- Let me read it back to you __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com, is that correct?
- Prospect:
- Yes.
- Staff:
- Great, I look forward to meeting you tomorrow.
TELEPHONE SCRIPT - CONFIRMATION CALL
Sample Appointment Confirmation Call
- Telephone:
- Ring, Ring, Ring…
- Prospect:
- Hello.
- Staff:
- Notice: we assume in the script that the person answering the telephone is the prospect who has an appointment. The reason we are assuming this is that most people now days give us their mobile number when scheduling an appointment and therefor they are most like the person answering the phone.
Hello ________________________ this is ________________________ calling from XYC Fitness Center. How are you today?
- Prospect:
- I’m doing good.
- Staff:
- That’s great and it’s only going to get better! The reason for my call is to confirm your appointment for ________ o’clock and to make sure you have proper direction to the fitness center and to ask if you are bringing a guest along with you?
Be sure to give the prospect proper driving directions to the fitness center using landmarks that are helpful in getting to your location and then ask if they will be bring a friend or family member along with them. If the appointment is for a workout be sure to inform the prospect on what to bring with them like a towel, bottle of water, etc)
- Prospect:
- I don’t think I’m going to be able to keep the appointment.
- Staff:
- Before you respond allow a few seconds to for prospect to complete their thought/explanation.
I’m sorry to hear that but let’s see if we can work around this for you. What’s better for you today? later this morning, this afternoon, or this evening?
- Prospect:
- I cannot make it at all today because I was called to work.
- Staff:
- Oh, that makes sense why you cannot make it today. No problem ____________________ what’s best for you tomorrow? morning, afternoon, or evening?
- Prospect:
- How about afternoon.
- Staff:
- Great! I have a 12:30pm, 2:45pm, or a 4:00pm. Which works best for you?
- Prospect:
- 4:00pm
- Staff:
- Ok great ________________________, I have you all scheduled for tomorrow at 4:00pm. We look forward to seeing you then.
Be sure to verify whether or not you have their email address to send them a appointment email confirmation. If not re site the statement below.
Now ___________________________, I’m going to send you an appointment confirmation. What is your email address?
- Prospect:
- __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com
- Staff:
- Let me read it back to you __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com, is that correct?
- Prospect:
- Yes.
- Staff:
- Great ___________________________, you will receive an email appointment confirmation very soon and again we look forward to seeing you at ______ o’clock on __________.
TELEPHONE SCRIPT - PROSPECT FOLLOW UP CALL
Sample Prospect Follow Up Call
Follow up calls can be used for several types of situations including but not limited to missed sales opportunities, trial pass usage and telephone inquiries.
- Telephone:
- Ring, Ring, Ring….
- Prospects:
- Hello
- Staff:
- Hello ____________________________ this is ______________________ calling from XYZ Fitness Center. How are you today?
- Prospect:
- I’m doing fine.
- Staff:
- That’s great! I was calling to follow up on our conversation the other day when you visited the fitness center. I was thinking about our conversation and I was reminded of……..
At this point you should begin to discuss the prospects fitness goals and how we can work around any sticking points that might cause the prospect to further procrastinate about beginning a regular exercise program.
So ___________________________ the next step is to schedule an appointment for you to come into the fitness center to get you started on membership. What are you doing right now?
- Prospect:
- I’m busy right now.
- Staff:
- That’s no problem I have a _____, _____, or _____ available later today, which works best for you?
- Prospect:
- I can’t make it today, how about tomorrow?
- Staff:
- What’s best for you tomorrow, morning, afternoon, or evening?
- Prospect:
- Morning.
- Staff:
- Great ____________________, I have a _____, ______, or ______ available which works best for you?
- Prospect:
- 10:00am
- Staff:
- Great I have you all set up for 10:00am tomorrow. I’m going to send you an appointment confirmation right now. What’s you email address?
Being that the prospect is a prior visitor to the fitness center we may already have their email address. Before asking for it again verify whether or not we have it. If you have the email address confirm that it’s correct and proceed with sending the email appointment confirmation.
____________________________ I look forward to seeing you at 10:00am tomorrow!
TELEPHONE SCRIPT - BUDDY REFERRAL CALL
Sample Buddy Referral Phone Script
- Telephone:
- Ring, Ring, Ring….
- Prospects:
- Hello
- Staff:
- Hello is this ____________________________?
- Prospect:
- Yes.
- Staff:
- Hello ______________________ this is ______________________ calling from XYZ Fitness Center. The reason for my call today is that your friend or family member _______________________ who is also a member here at XYZ Fitness Center added you to his or her VIP Courtesy Guest List and that entitles you to a ____ Day Free Trial Membership.
Your _____ Day Free Trial Membership gives you full and complete use of all of our facilities like group exercise classes including Zumba@reg, Pilates & Yoga, cardiovascular machines, strength training equipment, free weights, a one-on-one personal training session with a certified personal trainer, childcare and locker rooms use.
As I mentioned, all of this is complimentary to you for ____ Days because your friend or family member placed you on their VIP Courtesy Guest List.
_______________________________ all we need to do is schedule an appointment for you to come in to XYZ Fitness Center and pick up your ____ Day Free Trial Membership and if you like you can also begin using your Trial Membership on that same day.
_______________________________ what are you doing right now?
- Prospect:
- I’m busy right now.
- Staff:
- Ok no problem. What’s best for you later today? I have a _____, _____, or _____ available?
- Prospect:
- I can’t make it there today.
- Staff:
- Ok, what works best for you tomorrow…….morning, afternoon or evening?
- Prospect:
- I’m not really sure. Maybe I should wait until after summer is over and the kids are back in school.
- Staff:
- ______________________________ that’s not a problem. I’m going to send you your ____ Day Free Trial Membership and when you’re ready to begin using it you can simply come in and get started. How does that sound?
- Prospect:
- That sounds great!
- Staff:
- ____________________________ what is your email address?
- Prospect:
- __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com
- Staff:
- Let me read it back to you __ __ __ __ __ __ __ __ __ @ __ __ __ __ __ .com, is that correct?
- Prospect:
- Yes.
- Staff:
- Great ___________________________ you will receive your ____ Free Trial Membership in your email inbox shortly. If you have any trouble locating your Free Trial Pass please check your spam folder.
We look forward to seeing you at some time in the near future.
TELEPHONE SCRIPT - SURVEY CALL
Sample Telephone Survey Script
- Telephone:
- Ring, Ring, Ring…
- Prospect:
- Hello.
- Staff:
- Hello my name is ______________ calling from ________________. I’m calling to ask for your participating in a really quick 3 question fitness survey and in return we will award you with a ___________________ for either you or someone else in your family to use.
- Survey Questions:
- #1:
- In the last year have you exercised regularly 2 or more days be week?
- #2:
- Do you prefer group exercise class, exercising on machines, or exercising outdoors?
- #3:
- Are you currently a member of any type of fitness club?
- Staff:
- For your membership how do you spell your for first and last name?
- Prospect:
- _ _ _ _ _ _ and _ _ _ _ _ _ _ _ _ _
- Staff:
- Great ___________________, let me tell you about your membership………
What is a good time for you to stop in to claim your membership, morning, afternoon, or evening? - Prospect:
- Afternoon
- Staff:
- Great! I have a ______, ______, or ______ available today which works best for you?
- Prospect:
- I can’t make it today.
- Staff:
- Are you sure, it only takes about 10-15 minutes for the tour and to get you set up
- Prospect:
- I just cannot make it today.
- Staff:
- That’s no problem I have a ______, _____, _____ available tomorrow which of those work best for you?
- Prospect:
- ______.
- Staff:
- Great _____________. So I have you set up for _______ on _______. Do you know where are located?
- Prospect:
- Can you give me directions?
- Staff:
- We are located at __________________________ next to ___________________.
- Staff:
- And by the __________________________ what is your email address?
- Prospect:
- Why do you need my email address?
- Staff:
- I’m going to send you an email confirmation that will also have our address and contact information. You’ll be able to click the address on your smart phone and it will map our location for you.
- Prospect:
- Oh, ok my email address is __________________________.
- Staff:
- Great ____________________ we look forward to meeting you.
Survey Answer Grid:
| EXERCISE: YES NO PREFER: C M O MEMBER: YES NO Name _____________________________________ Apt Date: ____________ Apt Time: ____________ |
EXERCISE: YES NO PREFER: C M O MEMBER: YES NO Name ____________________________________ Apt Date: ____________ Apt Time: ____________ |
EXERCISE: YES NO PREFER: C M O MEMBER: YES NO Name ____________________________________ Apt Date: ____________ Apt Time: ____________ |