Ready to take sales to the next level? @GymConsultant and jimthomasondemand.com can help you! Sign up for a FREE webcast at https://126.96.36.199/~fmconsul/webinar-registration
Webcast Invitation from Fitness Management & Consulting and jimthomasondemand.com
Would you like to take your sales production to the next level? Our free webcast series “The Perfect Membership Sales Process – How to Double Your Sales Production” will help your team take immediate action. Register here: https://188.8.131.52/~fmconsul/webinar-registration/
Date: May 22, 2015 Time: 2 PM Eastern/1 PM Central/ 11 AM Pacific
In this webcast you team will learn;
How to Handle a Proper Greeting
Evaluation and the Importance of the Powerful Why
The Tour and Why you Sell Benefits and not Features
Analysis and Helping the Customer Understand What They Need to Do
Presentation of the Membership with all the Do’s and Don’ts
The Close and the trouble spots many salespeople face
Bonus Tips to Help Double Sales
This webcast will help put a spark in the veterans and help jump-start your new hires. Q&A will be available on the webcast.
The webcast is free.
Just say “yes” and we’ll make plans to get you on our schedule. Click here to register: https://184.108.40.206/~fmconsul/webinar-registration/
P.S. If you can’t wait for the webcast, please check out jimthomasondemand.com for over 600 training modules that you can access at anytime at your convenience.
We recently took on a client club whose sales were on a steady decline. Of course, we heard the normal push-backs such as to much competition, time of year, rates are too high, marketing is not working, etc. One of the first things we will normally do is listen in to call-tracking results on incoming calls – most of this is tied to direct mail marketing. In this particular case, a prospect called in asking about membership rates. Not only did the club representative not follow the provided script, but when the caller volunteered that she may have called the wrong club, the club rep offered to find the phone number of the competitor. You may be thinking this was a new rep that was answering the phone prematurely…..unfortunately, it was the club manager.
Do you know what your salespeople and front desk staffers are saying over the phone?
92% of customer interactions happen via the phone. 85% of customers report dissatisfaction with their phone experience.
Do you have a written phone script? If not, you need to get one and it should be memorized to the point of being second-nature. Regular training and role-playing should be done to be sure everyone is on track. And be sure to listen to your call tracking notes…this will only be important to your staff, if it’s first important to you. You must inspect what you expect.
A customer is 4 times more likely to buy from a competitor when ignored.
Are you ignoring your customers?
Many clubs will put a significant effort into getting the phone to ring and people to walk through the door, but then don’t maximize the opportunity to increase membership sales when the salespeople fail to follow up.
48% of salespeople never follow up with a prospect.
25% of salespeople make a second contact and stop.
12% of salespeople only make three contacts and stop.
Only 10% of salespeople make more than three contacts.
80% of sales are made on the fifth to twelfth contact.
The biggest reasons we find salespeople do not follow up like they should – they simply don’t know what to say. Web leads, for example, on average, require 8 attempts before contacting….you may speak to some web leads right away which means someone else make take 16 attempts.
The key to successful follow up is to commit to it, get creative on different ways to do it and understand that speed is power.
Do you know what your salespeople are saying? Can your salespeople pass the test? If you would like for us to phone shop your club, just email firstname.lastname@example.org or call 800-929-2898.
Now, go learn that script!
Jim Thomas is the founder and president of Fitness Management USA Inc., a management consulting and turnaround firm specializing in the fitness and health club industry. With more than 25 years of experience owning, operating and managing clubs of all sizes, Thomas lectures and delivers seminars and workshops across the country on the practical skills required to successfully build teamwork and market fitness programs and products. Visit his Web site at: www.fmconsulting.net.
The heart of true customer service is a commitment to deliver your members and prospects the most professional sales and service possible. But, there are some pitfalls. In working with many health clubs across the country, we find many facilities with new or inexperienced salespeople, which may or may not include the front desk staff serving as salespeople.
We recently completed a study for a health club that was struggling with its newly hired membership sales reps. As you read our findings, think about your team stacks up:
- Thinking small. Want bigger sales? Think bigger. Ask these questions: “How high is high?” and “What is my maximum potential?” Over and over I see the new or inexperienced salespeople only selling the lowest price membership the club has to offer.
- Lack of preparation. There is an old saying: “Success happens when opportunity meets preparedness!” We find that too many health club owners are just throwing new sales reps in the fire with little or no training. I asked one sales rep to see her price presentation sheet and she informed me that she just writes the membership prices on a back of a piece of paper. Not exactly a prepared recipe for success.
- Failing to establish and/or maintain rapport. All too often the new sales reps just dives in for the sale. The key here is to talk about something you may have in common, be respectful, do some fact finding on the prospect’s goals and why they are important – and THEN move toward the sales message.
- Failing to really commit and establish themselves as experts in their field. Again, this is about preparedness. Naturally, you wouldn’t throw someone into sales for your club who knows nothing about fitness. Even a person who knows a limited amount, though, can be bolstered with information so as to exude confidence when talking about the club.
- Not listening. 90% of salespeople never listen, and are doomed to ineffectiveness. This one is a biggie, particularly when we’re rushed or feeling pressure. When new sales reps do nothing but talk, talk, talk, they most certainly will never find out much about the health club guest. Feature-dumping will only encourage the guest to check out other clubs.
- Failing to ask for the order. This may be hard to believe, but only 70% of all health club sales folks NEVER ask for the membership sale. Do yours? Such phrases as How does that sound…What do you think…Do you have any questions, don’t count. This isn’t asking for the sale. Asking for the sale requires decent boldness: “Let’s get you started today, Mr. Smith.” (Then be quiet).
- Poor or no follow up. Follow up and follow through truly sets the great salespeople apart from the mediocre ones. The ongoing responsibility of the health club owner is to continually come up with new reasons for the sales rep to call back previous club The club needs to have a plan to continually reintroduce the sales rep with the non member.
So, how do you and your team stack up? How can you help them make the changes they need to become a professional salesperson and provide value-added service?
Ask yourself how you fare on each of these areas. Would you give yourself a passing mark? Which ones would need a little work? How will you change to make sure you give your customers the most professional service possible?
Give your team a chance to win by reminding them of these success tactics. Remind them to keep focused and keep working toward their goals of helping the client make a decision that is good for the client and profitable for the company.
Fitness Management & Consulting announces the steady increase of gyms and health clubs nationwide that are experiencing a business turnaround and revival in their revenue.
The key to all success is to take action.
Dallas, Texas (PRWEB) April 28, 2014
As the second quarter of the year continues to unfoldFitness Management & Consulting announces the steady increase of gyms and health clubs nationwide that are experiencing a business turnaround and revival in their revenue.
Jim Thomas, owner and president of Fitness Management & Consulting, remarks, ”During our consultations with fitness club owners who are struggling to keep their business afloat is that their problem doesn’t necessarily lie in the club vision or operations. The root cause, actually, is a lack of solid and consistent membership sales that keep fitness enthusiasts coming through the door.”
As the sales training leader in the health club industry, Fitness Management & Consulting presents Sales Success seminars onsite at the club, designed with the skills needed by the sales team to close more sales.
Fundamental sales techniques merge with interactive, creative scenarios to bring applicable skills to salespersons of all levels.
Some of the topics covered in the two-day Sales Success seminars include:
- Overcoming price objections
- Uncovering the Super Objective
- Encouraging club guests to buy faster
- Eliminating the fear of prospecting
- Differentiating your club from all the others
Before finalizing a membership sales curriculum, Thomas enacts a detailed consult with the fitness club owner to verify that the club has enough underlying “health” so as to ensure true sales training success. “You must look at key factors such as a structured approach, available cash flow, and enough time before any hard deadlines prevent the turnaround from happening;” he says, “but it’s exciting to see how a club can really begin to thrive again once you give its motivated salespeople a fresh knowledge about closing a sale.”
About Jim Thomas’ Fitness Management & Consulting
Fitness Management & Consulting is a firm specializing in health club business consulting, turnarounds, new club start ups without franchisee fees, and sales training. Its founder, Jim Thomas, has over 25 years experience in all aspects of health club sales, club ownership and management. Fitness Management & Consulting is a privately held company based in Dallas, Texas. For more information on Fitness Management & Consulting, please visithttps://220.127.116.11/~fmconsul.
Fitness Management & Consulting
Selling a health club membership is like driving a car down the highway: the person who asks the questions gets to sit in the driver’s seat and control the direction of the sale, while the passenger—the person who answers the questions—goes along for the ride. Unfortunately, many health club sales people feel that they are selling when they respond to their prospect’s questions.
With the belief that “telling is selling,” many health club salespeople have been trained to spend the majority of their time talking about their clubs features and programs. It is an ineffective approach, though, and will only invite comparison to other clubs. The most effective way to control the sale with a guest in your health club is to ask more questions. It’s that simple.
We want to be careful to not mistakenly believe that demonstrating how smart or knowledgeable we are about the club and will help our prospect make a buying decision. In reality, the prospective new member takes control of the sale whenever he moves into the driver’s seat by asking questions.
You can also lose control of the sale if you aren’t asking the right kinds of questions. Many health club sales people who have learned to ask questions all too often sound like this:
“If I could lower that joining fee and save you money, would you be interested?” “What will it take to earn your business?”
The problem with questions like these is that they do not help you gain the knowledge and information you need to effectively present a solution to your prospects problem— and these questions only demonstrate a lack of sales ability that will quickly cause the prospect to lose interest in the phone call, the tour or the membership price presentation – or stop driving and get out of the car.
Instead, let’s ask high-quality questions that will not only make your prospect think but will also demonstrate your health club’s product knowledge and expertise. For example, focus on these:
- the prospect’s goals,
- his super objective (hot button)
- his fitness challenges
This approach helps you gain more insight to your prospect’s situation, which means you will be able to present an attractive solution while selling on benefits and results, not features and price… and get him to join your club today.
Here are some proven tips to help you develop good sales questions when touring your health club with your prospect::
- Consider the person who is touring the club. Probe. Probe. Probe. Questions about the prospect’s goals, super objective and the challenges and barriers that are preventing her from reaching those target goals will give you valuable insight. Remember, professional health club salesmanship is more about gathering information than giving information.
- As a professional health club salesperson, determine your key objective with your guest. What information do you require in order to move the sales process forward or determine the best solution for your prospect or guest? Your questions will vary depending on the prospect. I remember first starting in sales, and if I could find out the first thing they were going to do when they lost the weight, I knew I could close them today.
- Use “what” questions. What caused the weight gain? What were you doing when you were in your best shape? What action are you taking right now to achieve your goals? What specific challenges or obstacles are preventing you from reaching your goal? What kind of results are you expecting? By determining the cause of your prospects problems, you will be able to better adjust your tour and presentation…and then show your prospects how the program at your health club is a solution.
In today’s ultra-competitive health club world it is actually easy to stand out from the competition. Most health club sales people are so focused on trying to get the sale that they don’t learn anything about their prospect’s situation. If you truly want to control the sales process in your club and positively influence the outcome, you must teach yourself to ask questions instead of talking. Contrary to popular belief, telling is NOT selling.
Now, put yourself in the driver’s seat go ask the right questions!