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54 Cards in this Set
- Front
- Back
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Customer Service and Hospitatlity |
- Be on time, or early, for appointments - Be 100 % prepared for all appointments -Respond to phone and email messages promptly and courteously - Demonstrate organization, reliablity, and always follow-up on what has been promised -Provide fitness training programs that are based on science or credible resources
- Answer client questions concisely and accurately, within the scope of practice
- Refer client to appropriate professionals when the issue is outside of 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 |
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Professionals who create a hospitality experience typically possess the following traits: |
-Optimistic warmth
-Intelligence
-Work ethic
-Empathy
-Self-awareness and integrity |
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Relationship marketing |
-The primary goal of marketing is to bring the buyer (client) and the seller (Personal Trainer) together
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Relationship Marketing: What differentiates this new paradigm of relationship marketing from conventional marketing is: |
- first, a personal relationship with the customer should take precedence and sales will fllow
-second, retaining existing clients should take precedence over seeking new customers |
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Relationship Marketing cont |
- Emphasize the personal relationship with the client
-supported by the idea that customers have a deep desire to trust the business provider and are inherently loyal
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Thinking and acting like the client will: |
facilitate this mutual desire to have a trusting, loyal, and long lasting working relationship |
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The second premise of relationship marketing is: |
to focus on retaining existing clients as opposed to only seeking new clients |
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Research indicates retained customers are very profitable over time for reasons including: |
-increased purchases -referrals -lower operating costs (to maintain existing clients versus marketing for new clients) |
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Watching nonverbal cues is believed to be ______ and ______ to understanding another person than _____ to speech |
more reliable and essential
listening |
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Body language such as: _____, _____, and _____ speak volumes about an individuals ____ and ______ |
posture, eye contact, and facial expressions
thoughts and emotional state |
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The Personal Trainer must be aware that his or her _____ ______ is being observed and equally has an impact |
Nonverbal communication |
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Eye contact: The more _____ the eye contact, the ____ |
-frequent -better |
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Eye contact: Staring for more than a few _____ at a time can be _____ for the client and may be construed as fliratious |
-seconds -uncomfortable |
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Eye contact: Frequent ___ conveys a ____ mind or one that wants to ______ |
-blinking
-wandering
-interrupt |
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Facial expressions: ____ often and appear ____ |
-Smile
-Interested |
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Facial Expressions: Widening the ___ and _____ eyebrows expresses ___ and ___ |
- eyes -raising -interest -surprise |
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Facial Expressions: Narrowing the ___ or lowering the ___ can indicate ___, ___, or _____ |
-eyes -eyebrows -disgust, anger, sadness |
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Head movements: |
Keep your chin up and nod "yes" to show interest |
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Gestures: |
Be expressive with hands and body movements without exaggeration |
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Posture: |
-Sit and stand erect, and lean forward to show interest. Leaning back is perceived as informal
-Keep arms and legs uncrossed to convey a secure and welcoming demeanor |
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Timing and synchronization: |
Speed up activities, but not to the point of ineffectiveness |
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Nonverbal aspects of speech: |
Balance the need to listen with the need to talk |
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The counseling skills of: ____, _____, and ____ are central to keeping the clients perspective at the forefront
-this approach does not encourage giving ____ _____ |
-rapport building, exhibiting empathy
- unsolicited advice |
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Rapport building is developed by building a _____ and ____ relationship with the client |
trusting, respectful |
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Rapport: Ask what kind of questions? |
Open-ended |
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Open-ended questions are meant to gather ___ rather than be an ______ |
information, interrogation |
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The Personal Trainer will be speaking ____ to ____ of the time and be focused on pacing the conversation, asking the client to elaborate when necessary |
10%, 15% |
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Exhibiting Empathy: Earnestly _____ and expressing ______ |
Listening, expressing |
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Exhibiting Empathy: Repeat what was said, and ____ what was said in the form of a ____ |
clarify, question |
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Active Listening is.... |
Attempting to understand the underlying meaning of what a client is saying |
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"It sounds like you are hesitant to exercise regularly at this time." is an example of what 2 things |
-Active Listening
-Reflective statement |
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"Many people are hesitant to exercise after an injury." is an example of what 2 things? |
-Active Listening
-Empathetic Statement |
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"Can you tell me about your specific concerns?" is an example of what 2 things |
-Active Listening
-Open, ended question |
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Generating clients, ways to |
-Word of mouth advertising
-Fitness floor exposure
-Complimentary consultations
-Front desk contacts
-Professional networking and referrals
-Internet marketing |
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Figure 10.1 |
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Preparing for the initial client consultation:
Remind client of the ____ and ____ of the next meeting and the time allotted for the appointment |
day, time |
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Preparing for the initial client consultation:
Articulate what the next meeting will include such as: |
-recommended attire
-necessary equipment
-if a hydration bottle is needed |
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Preparing for the initial client consultation:
Remind client to ____ and ___ any necessary forms |
complete, return |
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Initial Client Confidentiality: Consultation location and confidentiality |
-The consultation and assessment areas should be in an enclosed room or remote space within the facility such that verbal communication is not clearly discernible to other clients |
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Consultation location and confidentiality |
- The space should be absent of distracting background noise or music, along with any visual distractions that could hinder a focused conversation |
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Introduction and consultation agenda review |
-Warmly welcome the client upon first sight with a handshake and smile, and engage in light conversation to put the client at ease |
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Introduction and consultation agenda review cont |
Next, lead the client to the private consultation area and review the sequence and content of the initial client consultation |
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By reviewing the structure of the appointment, client ____ will be _____ |
anxiety, lessened |
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Present an opportunity for any client ____ to be addressed |
concerns |
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Detailed consultation components include what 7 things |
- Client Personal Trainer agreement
-Health history evaluation form and/or PAR-Q
- Informed consent waiver
- Medical clearance form
-Client goals
-Health and fitness assessment
- Assessment results and action plan |
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The appointment frequency and number of sessions purchased should be determined by the client's _____ and _____ |
needs, goals |
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The Personal Trainer must be clear with the client at the beginning and recommend the ____ program that the client needs to ____ |
exercise, succeed |
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Obtaining client Commitment:
____ personal training packages |
Review |
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Obtaining client commitment:
Point out commonly purchased ___ and ___ |
packages, why |
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Obtaining client commitment:
Be prepared to ____ and ____ possible concerns and ____ raised by clients |
respond, anticipate
raised |
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Obtaining client commitment:
Be sure to show ___ for any sale that results |
appreciation |
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Obtaining client commitment:
Have client ____ and ___ all required paperwork |
review, sign |
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After the initial client consultation is complete, all the necessary paperwork has been reviewed, and a goal-setting action plan has been discussed, the next ____ should then be ____ |
appointmen, confirmed |
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At that time, the Personal Trainer should express ___ to the client for his or her time, and display ___ for the next visit |
Gratitude
Eagerness |
