New Hire Training

New Hire Training

 

DAY TIME EVENT TRAINING  ELEMENTS MANAGER

INITIALS

Mon. 8am

to

12pm

 

 

 

Front Desk

Training

Front desk policies and procedures:

Employee has been shown and understands the following:

*Customer Service Book

*Communication Log Book

*Maintenance Log Book

*Telephone Inquiry Book

*Guest Register

*Fitness Profile

*Towel Policy

*Reserving Racquetball court

*Aerobic Schedule

Employee has been shown and understands the following:

*How to properly answer the telephone

*How to properly transfer the phone

*How to properly use the intercom system

*How to properly take a telephone inquiry

*How to properly log a telephone inquiry

*How to properly check-in a member

*How to properly check-in a guest and get a consultant

*Understands the $10.00 guest fee

*Knows about Hotel guest passes, etc.

Employee has successfully done the following:

*Answered the telephone

*Answered and logged a telephone Inquiry

*Transferred the telephone

*Checked in a member

*Checked in a guest

 

 

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12-1pm Lunch
1-6pm  

 

Personal

Training

Dept.

Personal Training Department Procedures:

Employee has been shown and understands the following:

*Personal trainer appointment book

*Personal trainer appointment card

*Location of blank workout cards

*Where all equipment is stored for around club

*Fitness Age and all equipment

*Health Management System

Employee as been shown and has personally been through a:

*Fitness Age Evaluation

*Health Management System (HMS)

Nursery Policies and Procedures

 

 

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Tue. 10am- 2pm Sales

Lesson 1

SALES 101

Employee has a complete understanding of Sales Policies and Procedures

What are we selling?  Who can benefit?  Creating the sales Mentality.

We sell benefits and results- Watch “Super Objective Selling” video

Begin Fitness Profile/Needs Assessment:

Employee Understands importance of the Greeting

Employee has understanding of Fitness Profile

Employee has understanding of Needs Assessment

Employee Role-Plays Greeting/Fitness Profile/Needs Analysis

 

 

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2-3pm Lunch
3-7pm Sales

Training Lesson 2

SALES 101

Understanding a “Benefits and Results” laced tour

*Employee has been given benefits laced tour

*Employee Role-Plays a benefits laced tour

*Trial closing

*Reassessing Goals

*Employee Role-Plays Trial Closing and Goal Reassessment

Closing The Sale

*Selling down the road

*Joining Today with Procrastination close

*Showing Standard Membership and Offering a Choice Close

*Employee has been shown a Complete Closing Presentation

*Employee Role-Plays a Closing Presentation

Shadow Training during busy times:  Completes Shadow training form for each event

 

 

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Wed. 2-5pm Sales

Training

Lesson

3

SALES 101

Earning your tip through a Referral Presentation

*Employee Understands importance of referrals

*Point of Sale (POS) Referral Presentation

*Floor Referral Presentation

*Employee Role-Plays a POS and Floor referral presentation

Making your money by quality time on the Telephone

*Understanding the Telephone Inquiry Script

*Employee Role-plays a Telephone Inquiry

Making the out-going telephone call

*Understanding Using the 9 step telephone protocol

-ASSIGNMENT- Employee drafts own scripts using the

9 step for:  POS Referral, Floor Referral, Appt. No  Show,

Cold call, Be back, and Old Lead.

*Appointment Setting to get your minimum appointment for UPS qualification

 

 

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5-6pm Lunch
6-10pm Sales

Shadow

Training

 

Shadow Training:  Completes Shadow Training form for each event.

Manager on Duty (MOD) Closing Procedures

 

 

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Thu. 2-5pm Sales

Training

Lesson

4

SALES 101

Understanding the sales process:  Putting it all together

*Phone work, appointment, confirming appointment, Greeting,

Fitness Profile, Needs analysis, The Tour, Trial Closing,

Reassessment, Selling down the road, Standard Memberships, Join Today, Choice Close, Covering Objections, Sign’em Up, Referrals, Phone Work.

Daily Planner and Plan of Action Sheet: Your time management tools

*Understanding the Daily Planner

*Understanding the POA Sheet

 

 

 

 

 

 

 

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5-6pm Lunch
6-10pm Sales

Shadow

Training

 

Shadow Training:  Completes Shadow Training Form for each event.

 

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Fri. 9-11am Review  

Complete Review New Hire Training Week and Test Preparation

 

 

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11 to 2 Lunch  

Study Time

 

1-2pm Testing  

Multiple choice, True / False and Fill in the blank 100 question Exam

 

 

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2-3pm Test Grading  

Scoring of Exam and Question and Answer Time.  Must score 80% on exam.   If need be re-test on Monday morning

 

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