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Does your health club membership team have the knowhow to capture those sales calls?
As one of the UK’s leading health and fitness club leadership and membership sales team trainers, I recognise the importance of capturing those crucial sales calls. The health and fitness industry is highly competitive, with gyms, fitness centres and health clubs having to become increasingly savvier about how they recruit new members. From regular offers, to no joining fees, freebies, and all sorts of discounts and incentives, it’s all about making certain your gym, health club or fitness centre stands head and shoulders above your competitors. And where does it start… well with the right recruitment and team training, of course.
When BodyLIFE asked me to write an article about the importance of capturing sales calls within the health and fitness industry, I naturally jumped at the chance to spread my knowledge, skills and expertise. So if you’ve not yet read the article on ‘capturing that call’ then here’s the link: http://www.bodylifemagazine.co.uk/index.php. Alternatively, I have précised below my top steps and imparted some tips and advice on how to capture – and convert – those vital sales calls and enquiries.
Start by ensuring you have your membership sales team briefed, ready and poised to answer potential sales calls with enthusiasm. Furthermore, if your gym, health club or fitness centre is running a particular offer – for example, no joining fee, then you need to make certain that your entire membership sales team is aware of the ins and outs.
The caller will have done research prior to calling, and will no doubt have put a great deal of thought into what it is they want to ask. So it’s vital that your membership sales team is upbeat, energetic, helpful and efficient.
Ensure your membership sales team is armed with the relevant product and service knowledge so that they can answer all questions without hesitation – and even pre-empt queries too. Your membership sales team should never assume that the caller knows more than they do – this is a sure-fire way of losing a sale. Too much knowledge is no bad thing, and it’s better for your membership sales team to prove to the customer that they are fully aware of everything your health and fitness club has to offer.
The caller wants to know how their problem will be fixed – that’s why they’re calling after all. And what do I mean by problem… well, it could be that they need to know the membership option best suited to their needs, or perhaps how and when they’re able to use the facilities. For some callers joining a gym, health club or fitness centre is a brand new venture and they understand very little of the benefits of having a membership – although they do know they need to exercise. In all of these cases, it’s important that your membership sales team tailor their responses and tones to suit the caller’s requirements.
It’s important to develop a relationship with the caller. People buy from people they like and trust. So whilst the call may be just a few minutes in duration, it’s a highly valuable time in which to build a rapport. Furthermore, if the caller feels that they get the answers they want to hear, and the support they feel they need, within the first point of contact, then a sale is far more likely to follow as a result.
And what will close the sale? It’s important that you instill in your membership sales team that people’s drivers for joining a gym, health club or fitness centre are not always based on monetary value alone. Whilst some enquiries may be purely based on monthly or annual membership fees, many others are more specific, such as the facilities on offer, the support available to achieve weight loss or fitness goals, exercise class timetables, or perhaps the flexibility to have a ‘pay as you go’ membership as opposed to being tied in to a contract. That’s why taking the time out to fully brief your team, as well as investing essential energy into sales and leadership coaching, will prove invaluable to the success of your gym, health club or fitness centre.
Your knowledge, passion and expertise in helping us to find the right front of house staff has been invaluable. You have trained, inspired and developed our front of house staff to deliver exceptional service. How do we know this? Feedback about customer service from our tenants have improved and we will continue to work with you in the future. Thank you Nurturing Skills.
Rob Court, Training development for Guardian News and Media
Since the training has been delivered by Nurturing Skills we are monitoring sales and the process more closely. For example sales targets, enquiries to appointments, appointments to sales, and sales to referral are all monitored daily and as a result of the process we have increased.
- Sales by 30%
- Enquires to appointment by 70%
- Appointment to sale by 55%
- Point of sale referral by 45%
Barnsley Premier Leisure
For anyone looking to improve the sales performance, customer retention or customer service within their organisation, then there is no place better than to start with Lesley Aitken. Not only is she a charismatic trainer who is commercially astute but she quickly understands the needs of your business and puts them first before considering any monetary gain for her own organisation.
Trafford Community Leisure
Lesley Aitken is a very professional influential and highly passionate speaker. Highly interesting and motivational group coaching skills. Lesley has the ability to improve all major aspects of selling and the latest techniques to dramatically improve your business in just one day. An expert in her field and will get you and your colleagues the vital KPI's to improve your business.
General Manager at The Gym Group