Info call

Question 1

How do you invite members in for a tour ?

Answer 1

Come down and take a tour of our facility!

Anyone on our team would love to show you around my name is __, I’ll be here until (time). I’d love to show you around.

Question 2

How do you always answer the phone ?

Answer 2

Thank you for calling Planet Fitness, this is Jasmine. How may I help you today?

Question 3

Once we help the caller with their question, what do we ask (if we don’t already know)?

Answer 3

Are you currently a member with us?

Question 4

What is the second question you ask?

Answer 4

May I ask for your name?

Question 5

What Black Card membership perks are listed on the phone call?

Answer 5

• Access to any of our nearly 2,000 locations worldwide
• Guest privileges
• Use of tanning
• Unlimited use of our hydro massage beds and chairs
• Discounted beverages (50%)
• 20% off Reebok online and outlet stores

Question 6

How do you explain the annual fee for all memberships?

Answer 6

All/Both of these memberships offers have a $39 annual fee that is billed on or around (month) 1st.

Question 7

If a member calls about canceling, what can we say to learn more about why they want to cancel, and to possibly encourage them to stay?

Answer 7

If you’re canceling because you’re unsatisfied, is there any feedback you could share? We’d love the opportunity to improve and to hopefully change your mind!

Question 8

Do you have a pool ?

Answer 8

No sis, we do have the Black Card Spa!

Question 9

Do you offer family membership plans?

Answer 9

While we don’t have family membership plans, our Black Card membership allows you to bring a guest each time you visit! Guest must be 18 years or older unless accompanied by a parent or guardian, in which case the minimum age is 13 years old. Are you interested in learning more about our memberships or current offers?

Question 10

What directions do you share it with the caller, prior to ending the call?

(Hint – why do they need to bring to the club and where can they find additional information?)

Answer 10

If you’re thinking of getting stranded today, please bring your checking account information and credit card with a valid ID. You can also join online at planet fitness.com, and view photos and a virtual tour.

Question 11

After sharing offers with a potential member, what is the last question you asked before thanking them for calling and expressing that you hope to see them soon?

Answer 11

Are there any other questions I can help you with?

Question 12

If sharing the membership offers, what memberships should we mention first?

Answer 12

The black card membership

Question 13

Explain the pricing and commitment details of the Black Card membership.

Answer 13

The Black Card, our most popular option, is $__ to join, and is just $22.99 a month with a 12-month commitment.

Question 14

Do you offer daycare?

Answer 14

We don’t provide daycare, but we are open 24/7 to try and be as convenient as possible for our members.

Question 15

We offer free __ with all of her memberships.

Answer 15

Unlimited fitness training

Question 16

What are the FIVE key points we mentioned when describing the Judgment Free Zone?

Answer 16

1. JFZ - Comfortable, non-intimidating environment
2. All fitness journeys should feel rewarding and be celebrated
3. Tons of state of the art cardio and weight training equipment
4. Nearly 2000 locations worldwide, open and staffed (Hourly)
5. Unlimited fitness training with all memberships

Question 17

If the caller is not yet a member, what question do we ask to determine whether or not we should share more about Planet Fitness?

Answer 17

Do you have a minute, so I can tell you a little about Planet Fitness?

Question 18

How many locations do we have?

Answer 18

Nearly 2000 locations worldwide

Question 19

What do our members enjoy in the Judgment Free Zone?

Answer 19

A comfortable and non-intimidating environment

Question 20

Is there a certain date I need to cancel by?

Answer 20

A member must cancel by the 10th of the month in order to not be billed for the current month.

Question 21

Why do you need my checking account information?

Answer 21

We require payment through a checking‘s account for your convenience. This allows us to be able to continue your membership without interruption or the hassle of updating your payment information if your credit cards are lost/stolen, invalid or expired.

( The method in which members are able to pay for their monthly membership there is by location, but many Planet Fitness clubs accept payment through checking‘s account only.)

Question 22

Do you offer aerobics classes?

Answer 22

We offer PE@PF, a series of focus fitness training sessions led by certified fitness instructors. Is designed to help members get familiar with equipment and to build an individual work out plan to follow at their own pace. The classes are held in small groups, are free to our members, and are available on a first-come, first-served basis. I encourage you to sign up in advance, because they can fill up quickly. Check our schedules on our website, mobile app, or at the front desk.

Question 23

How do I cancel?

Answer 23

You can fill out a cancellation form at the front desk of your home club, or send a letter to your club requesting case solution cancellation. Memberships can’t, unfortunately, we canceled by email or phone. Please remember that your cancellation request is subject to any obligation of your membership agreement. Your club staff will be able to review the terms of your membership agreement and answer any questions you have.

Question 24

If you have 2 different membership offers

Explain the details of the $ 10 Classic membership.

Answer 24

The Classic membership provides access to one location and is $___ to join, only $10 a month and is free to cancel anytime.