2.3 – Edge Phone Training

Answering the Phone

Goal: To answer any questions and assist all members and non-members in a courteous, professional and efficient manner.

  • Be sure to answer the phone within the second ring no matter how busy the club is.
  • Always sound professional, helpful and enthusiastic.
  • Answer the phone with a smile on your face

“Thank you for calling The Edge of ________. How may I help you?”

Determine if the call is a member who needs help. Examples:

“I would like to cancel my membership.”

“Ok, I can help. My name is ______ and whom am I speaking with?” “How long have you been a member with us?” “May I ask why you are canceling your membership?” “Is there anything we can do to keep you as a member?” Within Terms: give ABC Financial information. Open-ended Member: give the instruction of how to cancel. (Certified mail or email to ABC Financial.)

“I need to change my personal training appointment.”

“Ok, I can help. My name is ______ and whom am I speaking with?” “When is the appointment you wish to cancel/reschedule?” Outside of 24 hours: “No problem, I can cancel/reschedule that appointment right away.” Inside 24 hours: “I can cancel the appointment but I need to tell you that you will be charged for the appointment.” “Are you sure you can’t make the appointment?” “Will another time work better today?”

“I have a problem/question with my billing/membership.”

“Ok, I can help. My name is _______and whom am I speaking with?” “Let me pull up your name from our system.” “How can I help you?” Pull the members account to research and determine the problem. If it is a problem you can service than do so and if not have a manager help. If a manager is unavailable, take a name and phone number and have a manager return call.

“I have a question regarding Reformer/ Revolution/ KettleBell/ TRX…etc.”

“Ok, I can help. My name is _______and whom am I speaking with?” Pull the binder for the particular specialty class the member is inquiring about. Give the details of the class including dates, times, costs, etc. Ask for a sale. “Would you like to go ahead and reserve a spot in class now?” “You can research more about the class on our website if you like.”

Determine if the call is a prospect inquiring about membership. Examples:

What time are you open until tonight?

“We are open tonight until 10pm.  Are you currently a member with us?”

What time is your Zumba class tonight?

“Zumba is at 5:30pm tonight.  Are you currently a member with us?”

“Do you offer Spinning?”

“Yes, of course, are you currently a member with us?”

Transition Telephone Inquiry to an Advisor

“Thank you for calling The Edge of ________. How may I help you?”

“I am calling to inquire about membership information. What are your rates?”

“Great, thank you for calling. My name is __________. May I have your name (first & last)? I will be transferring you to our Membership Advisor. His/her name is _______. May I get your phone number just in case we get disconnected? Great, I will transfer you to ________ now.”

Telephone Inquiry

Click here to access the Telephone Inquiry script.