Sale Processes

Question 1

What are our principles in sales?

Answer 1

Be a listener more than a talker.

Be honest and sincere.

Be educating and enlightening.

Be a guide and give next steps.

Be vocal of value with price.

Question 2

What are the expectations of the 1st session of the Fitness JumpStart?

Answer 2

1) Comprehensive goal, lifestyle, and biometric assessment with personal trainer
Goal Inventory
Lifestyle Survey
Assessment
Selling points
20 different fitness statistics, measurements, and even photos
Housed in a secure and password protected app
Taken monthly for clients
heart rate
blood pressure
flexibility
measurements
weight
bodycomp
visceral level
posturescreen
photos
etc.

Question 3

What are the expectations of the 2nd session of the Fitness JumpStart?

Answer 3

2) Nutrition needs analysis and prescription with registered dietitian
Selling points
biometric assessment results used to design precise, custom nutrition parameters
practical strategies that can be maintained over a lifetime
lifestyle
challenges
likes/dislikes
sample day
calories
macros
strategies
journaling

Question 4

What are the expectations of the 3rd session of the Fitness JumpStart?

Answer 4

3) Sample customized workout session with personal trainer
Selling points
experienced certified personal trainers
warmup
chest
back
hips
shoulders
lats
quads
hamstrings
abs
biceps
triceps
calves
cooldown

Question 5

What are the expectations of the Training Only JumpStart?

Answer 5

The client receives one 90-minute home-delivered session that opens with the comprehensive biometric assessment and goal inventory and closes with the sample customized workout session, all with the personal trainer

Question 6

What are the ingredients to a great conversation?

Answer 6

Ingredient 0: prequalify them via location and ability to buy
Ingredient 1 : them telling you the problem via your questions
Ingredient 2: you responding helpfully with the solution
Ingredient 3: answering their specific questions about our service
Ingredient 4: you helping them by explaining first steps (jumpstart)

Question 7

How do you answer inbound calls?

Answer 7

Elect Wellness, this is [YourName]. Would you tell me your name again…

Question 8

How to answer the question “Do you offer a personal trainer that would come to my home?”

Answer 8

Absolutely! Furthermore, we bring all the equipment with us too. That is of course, if you are within our service area. May I ask where you live? … oh perfect, yes we can definitely come to you. Let me ask you this …. oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.) So what made you reach out to us? Can you tell me a little about your health and fitness goals?

Question 9

How to answer the questions “Is this a gym? What kind of facilities do you have?”

Answer 9

Actually, we’re better than a gym. We offer 1-on-1 coaching with both a personal trainer and dietitian, and furthermore, we come right to your home, so there’s no gym necessary. Let me ask you this …. oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.) And can you tell me your city so I can make sure we serve your area? And what made you reach out to us? Can you tell me a little about your health and fitness goals?

Question 10

How to answer the questions “What do your services cost? / What do you charge per session?”

Answer 10

We actually have monthly membership options, and have over 25 possible service structures, depending on how you combine the frequency of your personal training and the intensity of your nutrition coaching and accountability … so our services can range anywhere from as little as $150 a month to as much as $2500, depending on what you personally want and need. I can tell you our average client invests about $1000 a month, but you may choose to do more or less. I’ll send you a link here that will give you access to our online service customizer so you play with different options and see exactly what they would cost. While I’m doing that, …. oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.) And can you tell me your city so I can make sure we serve your area? While I’m sending you this link, can you tell me a little about your health and fitness goals?

Question 11

How to answer the question “Do you take insurance, or is just cash?”

Answer 11

We don’t take insurance, but we have had a handle of clients successfully use their Health Savings Accounts to pay for our services. We do have personal nutrition coaching programs, for example, that are only around $150 a month … and are MUCH more effective than what you get typically covered by insurance. So if you really want results, you might consider avoiding insurance-covered programs anyway. Let me ask you this … oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.) And can you tell me your city so I can make sure we serve your area?Can you tell me a little about your health and fitness goals? (many times this question comes from folks looking for a dietitian)

Question 12

How to answer the question “I’m looking for more information about what you all do?”

Answer 12

Sure … we help [your area] residents improve their quality of life through our home-delivered personal training and nutrition coaching services. We come right to your home and bring all equipment with us as well. Let me ask you this …. oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.) And can you tell me your city so I can make sure we serve your area? Can you tell me a little about your health and fitness goals?

Question 13

How to answer the question “What types of service to you offer for weight loss?”

Answer 13

Great question! That’s actually the primary reason people come to us, and our unique solution is what sets us apart. The “secret sauce” behind all those weight loss testimony videos of our clients you may have seen on our website … is our nutrition coaching component. Our dietitian doesn’t just build a strategy for you, but more importantly … actually holds you accountable to following it by reviewing your journals and checking in with you DAILY with ideas, tips, and tricks for constant, steady improvement. This of course, is all on top of our home-delivered personal training, which further accelerates weight loss and builds your long-term metabolism. Before I can go into more detail about what WE do though, …. oh I’m sorry I didn’t catch your name yet … what was it? Nice to meet you _____. (Write down their name and make sure you use it throughout the conversation.)can you tell me a little about your health and fitness goals?

Question 14

What are some good follow up questions when asking about their health and fitness goals?

Answer 14

And what prompted you to look for a health and fitness solution - tell me about what you’d like to change or improve.
How long has that been a problem?
Have you had a trainer/nutritionist before?
What was that experience like?
When / how long ago was that?
What did you like about that?
What did you dislike about that?
What would fitness success look like for you”
Why do you think it didn’t work/last?

Question 15

What are 4 key questions to work into every phone call?

Answer 15

1) Where are you located? - don’t waste a lot of time with leads outside your service area.

2) How did you hear about us? - write it down! you need to measure/optimize your marketing efforts.

3) What do you want to achieve? - you need to know this, and it gets them talking and selling themselves

Other ways to ask:

        What prompted you to search for a solution like ours?

        Can you tell me a little about your health and fitness goals?

4) What questions do you have (for us, for me)? - be sure to give them a chance to do this! It can be extremely powerful.

Question 16

What to say to properly close a call?

Answer 16

I love the clarity you have on the vision for yourself.
Well I think I have a good understanding of where you’ve been, where you find yourself now, and where you’d like to end up. And we can definitely help you get there.
As you’ve probably seen, everyone who works with us begins in the FITNESS JUMPSTART. It’s a 3-session, all-equipment-provided … home-delivered program designed to give you both clarity on HOW to reach your goals, and valuable momentum in that direction.

Did you already read about those 3 sessions … or do you want me to summarize them for you?

Now Describe the appropriate jumpstart and relay benefits of ongoing program.

That’s where everyone interested in our services starts. During those sessions, we’ll set you up for success with your goals, but we’ll also show you the details of our longer-term programs, should you decide to continue with our support.

Question 17

How to answer the question “Do I need to be in workout clothes for the first session?”

Answer 17

You do not have to wear workout clothes, but it can be helpful for getting measurements taken.

Question 18

How to answer the question “Can we do the first session in my office?”

Answer 18

Yes.

Question 19

How to answer the question “Is there anyway i can get a [gender] trainer?”

Answer 19

Absolutely, in fact the trainer I had in mind was [trainer name] ….
If you can’t accommodate: I can understand where you are coming from, though I don’t have a [trainer gender] available for you, I think you would be pleasantly surprised with [trainer name]. Of course, that is one of the benefits of the fitness jumpstart, because you can make sure you are comfortable with your trainer before making any longer commitment

Question 20

How to answer the question “Do I have to do the jumpstart, or can I sign up for a program now?”

Answer 20

I really appreciate your confidence in us, but yes this is how we start with anyone. When a client returns to us, we actually go through this process with them. This helps us learn what you want, where you are starting, and any limitations you may have to allow us to create a more tailored plan for you.

Question 21

What should you say If they are not ready to schedule their jumpstart yet?

Answer 21

[It is a good idea to let them know that time slots are first come, first serve, so request they get back to you as soon as they can so they can reserve ideal times.]

Question 22

What should you say If they have no questions and want to get started, determine availability?

Answer 22

What time blocks M-F work best for you?

Also, if i could get your home address to see where the trainer will be headed?

Question 23

How to ask for birthday and Credit card information?

Answer 23

That’s good to know. I will pass that information on to your trainer, who will reach out to you possibly even today, but tomorrow at the latest. Also, if we can get your birthday, so we can set up your profile in the Elect App where we will house your assessment numbers. The only other thing i need is payment information for the $249 jumpstart charge, and then we will be ready to roll.

*note on collecting card information, try to put it directly into Zenplanner. If you are unable to, make sure you get it in as quickly as possible and delete/erase the card information from any temporary holding space

Question 24

What is an appropriate way to finish a phone call?

Answer 24

Great, Well [First Name], we can definitely help you get to your goals. Again, there is a good possibility the trainer will reach out to you today, but if not they will certainly connect up with you tomorrow to schedule a time when you both can meet for that first session. In the mean time i will send you a link for the health history. You will get it in your email, but I will go ahead and text it to you as well. Try to fill this out as soon as possible, this will allow the coach to review the information before, and they will come with a greater understanding of you and make better use of your time. Unless you have any further questions, your trainer will be contacting you shortly, and I look forward to you becoming a client and seeing all that you accomplish.

Question 25

What to say if they mention a spouse?

Answer 25

I almost forgot to tell you. You mentioned your spouse, we do allow spouses to join in the fitness jumpstart with no extra charge and get all the same assessments and strategies that you would get. In fact, this often helps results, when you are both on the same page and understand what the other is trying to accomplish. You may even decide to do it together. Either way the jumpstart portion is available for spouses, just wanted to let you know.

Question 26

What are your dashboard daily tasks?

Answer 26

Attempt Conversation with New Leads
Attempt Further Conversation with Leads You’ve Spoken With Previously
Re-Attempt Conversation with Older Leads You Aren’t Yet Talking With
Reach out to really old leads that implied openness to us in the future

Question 27

What are my post conversations tasks?

Answer 27

1. Cancel automation
2. Update outcome
3. Update database
4. Send health history
5. Notify and mobilize team
6. Light background search

Question 28

What is our sales philosophy?

Answer 28

“It’s not enough to do your best; you have to do what’s necessary.”

Question 29

What are the two things needed to prepare for sales?

Answer 29

1. A Focused Mindset (Attitude)

Managing Your Mindset
Qualities That Reflect a Focused Mindset
2. Effective Communication Skills

The Art of Conversation
Concentrate on Making Friends
Handling Rejection

Question 30

What are some intangible reasons to support a focused mindset?

Answer 30

Avoid the loss of your investment
Gain the income to provide the quality of life you want for your family
Developing new skills and re-enforcing your winning self-image
Avoiding failure
Being known as a person of excellence
Being a leader in the community
Being well liked and respected for your contribution to the business world and others
The survival and continued growth of your business

Question 31

What are ways to determine the root cause of problems?

Answer 31

Examine the Facts – does the evidence support the facts, are these facts real or imagined?
Assess Your Options – are there alternative ways at looking at the situation, are there other possibilities?
Confront Your Fears – is what you fear certain, probable, or merely possible?
Weigh the Costs – what are the costs versus the benefits of holding onto your fears; is what you are thinking moving you closer to or further away from achieving your goals

Question 32

What are the three parts of a dialogue?

Answer 32

Speaking – establishing rapport, qualifying the prospect, asking questions, etc.
Listening - listens to the customer’s words, tone of voice, and observes his/her body language to learn more about the customer, and what they really want.
Silence/waiting - Lets silence “hang in the air” while the customer goes through their own process of processing information and making a decision; in actuality, selling their self

Question 33

What does our culture put emphasis on for effective communication?

Answer 33

Words - (7%) The effective use of words tells the other person that you understand them and that they can trust you; in return they will think, “Hey I like that guy – he speaks my language. He is like me; I can trust him.”
Voice - (34%) Practice reading aloud, giving proper emphasis and infliction to every word. While reading aloud, articulate carefully. Do not slur your words by chopping off letters and syllables.
Body Language - (59%) The key to the effective use of body language is similar to the advice we noted under “words;” to put individuals at ease, incorporate their gestures and posture into your own body as comfortably as you can

Question 34

What are suggested to make me a better conversationalist?

Answer 34

Maintain eye contact. Looking your customer right into the eyes during the time you are talking, and you will hear ten times more than is spoken.

Conversation is not a monologue; it is an exchange of ideas. Give the other person most of the talk time.

Be a good listener. Merely keeping quiet is no indication that you are listening. Look at the speaker and show a definite interest in what is said.

Do not interrupt when the other person is speaking; this is a sure way of having an interview terminated abruptly.

Refrain from arguments. To tell a prospect he is wrong (even if you know they are) is no way to get their name on your dotted line. There are ways of correcting the prospect’s impression without even intimating he or she might be wrong

Question 35

What to focus on to make a friend instead of a sale?

Answer 35

1. Show genuine interest
2. Ask questions
3. Call them by name
4. No doom and gloom in your conversation
5. End with “I am grateful for the opportunity to have met you,” or “I really enjoyed meeting and talking with you.”

Question 36

What are the two suggested ways to handle rejection?

Answer 36

Do not take it personally – In many respects, part of sales is a ‘numbers game’. View rejection like the Fairy Tale Princess who kissed a frog and turned him into a Prince; you may have to kiss many frogs to find a prince.

Do take action - Whether the news is good or bad, all you need to determine is, “What action needs to be taken.

Question 37

How should we handle objections?

Answer 37

Overcome the objection in a manner that acknowledges the prospects concerns and communicate in such a manner as to imply that you are genuinely appreciative for the opportunity to address that concern.

Question 38

What tools are most useful in handling resistance?

Answer 38

1. always acknowledge your prospective customer’s opinions and requests by simply repeating the customer’s exact words and connect their statement to yours with the “and,” instead of the word “but.”
2. use phrases that do not back you in a corner or threaten the other person.