I. Initial Client Consultation and Assessment (25%) - A. Provide documents and clear instructions to the client in preparation for the initial interview. [Recall]

Question 1

1) Knowledge of:
b) the necessary paperwork to be completed by the client prior to the initial client
interview.
2) Skill in:
a) effective communication.
b) utilizing multimedia resources (e.g., email, phone, text messaging).

Answer 1

-

Question 2

Define “customer service”

Answer 2

“The delivery of technical processes or preplanned behaviors that are to be performed in a certain manner toward the client… customer service is exhibited by simply delivering a standard of service that meets the client’s needs and expectations” (271).

Question 3

Give some examples of exceptional customer service

Answer 3

• courtesy call 24-48 hours prior to meeting
• be on time, or early, for appointments
• be 100% prepared for all appointments
• respond to phone, text, and email messages promptly and courteously
• demonstrate organization and reliability and always follow-up on what has been promised
• provide fitness training programs that are based on science or credible resources
• answer client’s questions concisely and accurately within the scope of practice
• refer clients to appropriate professionals when the issue is outside the scope of practice
• listen to client concerns, respond with sincerity, and solicit feedback
• speak respectfully to the client and of others
• dress appropriately and professionally

Question 4

Define “hospitality”

Answer 4

“Providing a ‘holistic approach to meeting customers’ needs within the context of a personal relationship and experience.’ Where customer service focuses on meeting the client’s rational needs and expectations, hospitality also addresses the client’s emotional needs by demonstrating graciousness, caring, and thoughtfulness” (272).

Question 5

What are some personality traits typically possessed by professionals who are good at providing hospitality?

Answer 5

• optimistic warmth
• intelligence
• work ethic
• empathy
• self-awareness and integrity

Question 6

What are some examples of hospitality?

Answer 6

• greet the client with an appropriately firm handshake, authentic smile, and eye contact
• convey that the client’s best interest is in mind under any circumstance
• address the client requests and do what is possible to make them happen
• at the end of a session, sincerely thank the client for his or her time
• make follow-up calls/emails to see how the client feels after a personal training session
• send a handwritten card to thank the client after an initial appointment or when a significant goal has been reached
• search for opportunities to go above and beyond what is expected

Question 7

Name the principles of “relationship marketing”

Answer 7

1. A personal relationship with the customer should take precedence, and sales will follow.
2. Retaining existing clients should take precedence over seeking new customers. (273)

Question 8

True or False: It is common for businesses to lose 15-20% of their customers each year.

Answer 8

True

Question 9

True or False: It is estimated that it costs 5x more to attract a new client than to keep an existing one.

Answer 9

True

Question 10

True or False: Watching nonverbal cues is believed to be more reliable and essential to understanding another person than listening to speech.

Answer 10

True

Question 11

True or False: cell phones and other personal communication devices should be left off the exercise training floor such that your first priority is the client with whom you’re working.

Answer 11

True

Question 12

List items that increase one’s body language attractiveness and can improve nonverbal communication skills.

Answer 12

Overall, possess enthusiasm.

• Appearance and physique (good hygiene, being fit and healthy, colors of clothing)
• Eye contact (frequent, less blinking)
• Facial expressions
• Head movements (chin up, nodding)
• Gestures
• Posture (arms and legs uncrossed, leaning forward)
• Proximity and orientation (close w/o crowding - 1.5 to 4 ft)
• Timing and synchronization
• Nonverbal aspects of speech (letting the client talk)

Question 13

What is the “client-centered approach”?

Answer 13

The motivational interviewing skills of rapport building, exhibiting empathy, and active listening that re central to keeping the client’s perspective at the forefront.

Question 14

What is “rapport building”?

Answer 14

Building a trusting and respectful relationship with the client.

• Ask open-ended questions
• Listen and encourage with verbal and non-verbal prompts
• Speak 10-15% of the time

Question 15

How do you go about “exhibiting empathy”?

Answer 15

It is demonstrated by earnestly listening and expressing understanding.

• Clarify and summarize
• Paraphrase rather than repeat

Question 16

What is “active listening”?

Answer 16

Attempting to understand the underlying meaning of what the client is saying.

• Nonjudgemental communication
• Reflective listening, using statements to bridge the gap between what the client is saying and the meaning behind their words

Question 17

Ways to generate clients

Answer 17

• Word-of-mouth advertising
• Fitness floor exposure
• Complimentary consultations
• Front desk contacts
• Professional networking and referrals
• Internet and social media marketing

Question 18

Walk us through the initial client-contact process.

Answer 18

(With all steps, check for compatibility.)

• Assess compatibility and refer as needed
• Discuss the client’s health, fitness goals, and relevant health conditions/limitations
• Discuss experience, training style, ed background
• State the fee structure
• Discuss schedule preferences
• Refer to alternate CPT or health care professional if not compatible or outside scope
• Exchange contact info
• Schedule the initial client consultation + how to prepare for it (dress, nutrition & hydration, avoiding exertion prior)
• Provide service introduction packet (paperwork and marketing; include the client intake form)

Question 19

True or False: For the initial client consultation the trainer must create a hospitable and private environment, hold personal and health information confidential, and ensure the room is between 68-72F while less than 60% humidity.

Answer 19

True

Question 20

Initial Client Consultation Agenda

Answer 20

• Greet client
• Walk them to private area for interview
• Review paperwork they’ve completed, including the trainer-client agreement (cancelled appointments, no-show), health/medical history and/or PAR-Q+, medical clearance form (as needed), and informed consent
• Hear more about their health and fitness goals and interests
• Conduct fitness assessments (thoroughly explain and demonstrate each assessment immediately prior) [if they have trepidations about tests, stop/skip that test immediately]
• Discuss results (emphasize in a positive manner that they are a baseline with which to measure progress over time)
• Refer to medical professional for release (as needed) [if needed print findings from tests so they can share them with the health care professional]
• Discuss an action plan together

Question 21

True or False: The personal trainer should ask additional questions about the client’s goals to get more specific responses as well as timelines that the client seeks for achievement.

Answer 21

True

Question 22

True or False: The appointment frequency and number of sessions purchased should be determined by the client’s needs and goals.

Answer 22

True
[If they’re new to working out they will need more assistance with form safety and establishing a habit, so you will want to suggest training 2-4 times/week for 4-16 weeks, compared to once a week for someone who is experienced and wants to learn new exercise movements. If they come too infrequently it can actually do the client a disservice because they do not remember/memorize/learn moves correctly or see results.]

Question 23

GETP

Answer 23

Guidelines for Exercise Training and Participation (290)

Question 24

CMR

Answer 24

cardiovascular, metabolic, and/or renal disease

Question 25

CVD

Answer 25

cardiovascular disease (abbv.)

Question 26

List the two levels of preparticipation physical activity screening

Answer 26

(1) performed by the individual without supervision from an exercise professional (self-guided screening) and (2) interaction with an exercise professional (professional supervised screening)

[These methods are not mutually exclusive.]

Question 27

HHQ

Answer 27

Health History Questionnaire

[Often more information than needed. Frequently subbed for the PAR-Q+.]

Question 28

PAR-Q+

Answer 28

The Physical Activity Readiness Questionnaire for Everyone

[Suggested for use in self-guided screening.]

Question 29

Describe the PAR-Q.

Answer 29

• Contains seven YES/NO questions
• Created in Canada
• Designed to screen out clients from not participating in physical activities that may be too strenuous for them
• Designed for screening those who are at high risk and thus need a medical exam; may not be as effective in screening low- to moderate-risk individuals
• May be quite good at detecting potential problems in clients before they occur in an exercise setting but may also produce some false positives (or areas that should not be of concern)
• Precursor to the PAR-Q+, which is too recent for statistics on effectiveness

Question 30

When is the ePARmed-X+Physician Clearance Follow-up Questionnaire used?

Answer 30

When there is one or more “YES” answer on the PAR-Q+ which necessitates further medical clearance using the self-guided method. [Could also be used for medical clearance in a professionally supervised setting. Written another way: it may be used for medical clearance.]

Question 31

What should be included on the Health History Questionnaire, at minimum?

Answer 31

• Family history of CMR disease
• Personal history of various diseases and illnesses including CMR disease
• Surgical history
• Past and present health behaviors/habits (smoking, physical activity)
• Current use of various drugs/medication
• Specific history of various signs and symptoms suggested of CMR disease among other things

[HHQ should be tailored per client.] (299)

Question 32

What key three items need to be completed or considered in the screening prior to participation in physical activity?

Answer 32

(1) The individual’s past physical activity (HHQ and/or by questioning)
(2) Client should be evaluated for the presence of known CMR disease (HHQ and/or by questioning)
(3) Assessment of the individual’s presence of signs and symptoms that can be suggestive of CMR disease