OTF Training 48 Questions with Verified Answers,100% CORRECT

Document Content and Description Below

OTF Training 48 Questions with Verified Answers What do you need to get to create a profile for a new client? - CORRECT ANSWER •name, email, phone number, credit card and address (make sure we ar... e the closest studio) Reminders for the client when booking their first class: - CORRECT ANSWER •arrive 30 minutes early to allow enough time for the intake forms and intro process *don't give any prices over the phone, you can say what the class break down to if needed* •after you book the class on the phone, send a text confirmation Steps for the clients first time in the studio - CORRECT ANSWER •clients fill out the first half of the intake form and then you go over the second half of it with them- highlight portions to fill out •explain the OTF HRM system, the zones and ask if they've ever rowed •do the in body scan? •get HRM set up •go over fitness goals and hand off to the coach What to do if a client is more than 5 mins late to a class: - CORRECT ANSWER •Clients get 5 minutes after class starts to still be able to participate •if a client doesn't show up you charge based on membership what are the late cancel fees for each membership - CORRECT ANSWER •Premiere members get charged $12 •basic and elite members get a session taken for their acct but if they used up their amount of session then they get charged $18 for the additional session What do you do when a client calls to cancel or switch a class 8 hours before the class? - CORRECT ANSWER •if client calls within the 8 hours before the class they still get charged the late cancel fee •if a client calls before the 8 hour window, they are free to switch or cancel at no cost How to late cancel a client? - CORRECT ANSWER •Click the clients name, sign them in, check the late cancel box •go to the buy screen, click late cancel show in the drop down box and check out like regular •if its a premiere member then just check the late cancel box and check out the class like normal What to do if a client wants to switch classes within the 4 hours before the class? - CORRECT ANSWER •if they call over 4 hours before the class they don't get charged •if they call within the 4 hours then they have the late cancel fee but can switch classes How to split classes based on capacity? - CORRECT ANSWER •7 people or less=1 group •14 people= 2 group •15 or more people=3 groups How much is each membership? - CORRECT ANSWER •Basic is $59/month for 4 classes •Elite is $99/month for 8 classes •Premiere is $159/month for unlimited classes Basic Membership details: - CORRECT ANSWER •4 classes a month •$59 a month ($15/class) •Red M symbol in MBO •this is for people who travel or do other workouts but may want to come in a few times a month Elite Membership details: - CORRECT ANSWER •8 classes a month •$99 a month ($12/ class) •Yellow M symbol in MBO •offer this one to anyone that wants to maintain fitness Premiere membership details: - CORRECT ANSWER •Unlimited classes •$159 a month •Grey M symbol in MBO •offer to people who want to lose weight or don't workout much •offer this one the most •you can also offer for them to do 6 months for $10 off Overall membership details: - CORRECT ANSWER •payments come out on the day the client signs up (everyones payments come out on different days) •memberships can't be shared •they can be transferred between studios •there is a 2 month membership minimum Membership downgrades and upgrades - CORRECT ANSWER •can upgrade memberships and be effective immediately •members downgrading have to wait 30 days before the new price is effective What are the packages? - CORRECT ANSWER •30 sessions =$499 •20 sessions =$359 •10 sessions =$199 •offer these to college kids home for the summer or people who travel What are the ways to get discounted membership? - CORRECT ANSWER •Family add on •Cooperate add on •Founder •can offer $10 off if Premiere member signs up for 6 months? What is the family/Cooperate add on? - CORRECT ANSWER •Family add on is anyone in the same household, one person pays full membership and the other pays the discounted price •Cooperate add ons are for groups of 10 or more people that join from the same cooperate affiliation What is the Founder rate? - CORRECT ANSWER •Founder rate is offered during presales for premier or elite members •member remains at the founder rate as long as they don't cancel or change to basic membership Membership suspension details: - CORRECT ANSWER •If the suspension is for covid or medical reasons and they have a note then it is free •if its not medical, the freeze is $15/month on their biking date •we offer 30 or 90 day freezes •clients fill out the first half of the suspension sheet and Taylor fills out the second half •can freeze twice in a calendar year •freeze for 30 days bc of traveling membership cancellation details: - CORRECT ANSWER •we need a 30 day notice or cancellations •we have a 3 day grace period •60 days after cancelling the client loses all session on account What are important sections in MBO? - CORRECT ANSWER •Account details: you can see sessions •yellow alert box: permanent notes •red alert box: temporary notes and are deleted once done •contact logs: log everything here •documents:upload forms here What are the heart rate monitors? - CORRECT ANSWER •Core, goes around ribs, is $79 •burn, goes around arm or wrist, is $109 ($115 with tax) •Link, Apple Watch one, is $129 without tax HRM details: - CORRECT ANSWER •you can rent the monitor for $5 per class •if a HRM isn't working, jump it, change the batteries or check profile info in OTBeat •we offer payment plans for the burn and core- burn can be split to 3 payments and core to 2 payments What is the drop in rate? - CORRECT ANSWER For someone who isn't coming in with a member and it isn't their first time here it is $28 for a class Preferred guest - CORRECT ANSWER A preferred guest is someone that is coming in with a member but it isn't their first time here, and it is $15 for the class What to do if a cross regional member does not show up for class? - CORRECT ANSWER •remove cross regional member from the class by early c cancelling them •reenter the meter in "local region" and charge the late cancel fee to the cc on file for the 30-day results guarantee, how often must the client workout at OTF? - CORRECT ANSWER 12 times a month How old do you have to be to workout at OTF? - CORRECT ANSWER 14 years old What is the OTBeat blacklist for? - CORRECT ANSWER It is used to block OTBeat profiles who have participated in a class from reappearing What service in MBO in a "one-time" use? - CORRECT ANSWER Intro offer and preferred guest What are the Orange Theory Fitness 3 P's? - CORRECT ANSWER People, product, processes: a product is only as great as the people who follow the processes What do you do after a new client goes into class? - CORRECT ANSWER •fill in coach with some info •enter the intake info to MBO •make sure info is entered into OTBeat •scan in intake document •put "intro" into the red alert and take it out after they sign up •add a contact log with the outcome of the new client and set a follow up date for yourself for 7, 14 then 21 days •change alert type to "all" •enter package type, goals, injuries, current fitness routine, which HRM they purchased, referrals and an option fun fact What to do if there is a red box in the class lineup? - CORRECT ANSWER •click the clients name, go to acct details, look for the most recent package/membership •click show visits and if they are booked fo a future class then click "make unpaid" which then brings it to acct details OR •click clients name, look to see when next auto payment comes out, check to see how many sessions they have remaining for this month (may need to just charge for the extra class if they have 0 remaining) What to clean between each class? - CORRECT ANSWER •wipe the rower seats, push seats back, wipe handle bars •wipe the treadmill handles, dashboard and any sweat marks on the sides of the tread track (down spray directly onto dashboards) •Spray all free weights sitting out, wipe down and put away What to clean in the afternoon cleaning break? - CORRECT ANSWER •same as the in between each class cleaning (treads, rowers, free weights) •the Zamboni mop in the gym Info about the In Body Scan? - CORRECT ANSWER •Members can buy them whenever they want ($15 for premiere, Elite and basic can buy at $25 per scan) •give client wipe to wipe down hands and feet •remind them not to have caffeine 4 hours before the scan, don't drink over 8 ounces before the scan, cant be on period •have them sign the waiver, walk them through the scale, make sure their email is the same as the one in their account so they can be emailed the results •give them head coach card so they can set up a meeting to go over the results Closing duties: - CORRECT ANSWER •do the regular in between classes cleaning, •but also turn off treadmill screens, put the rowers standing up •take out trash from studio, lobby, bathrooms and office •mop lobby and bathrooms •zomboni gym studio •write up milestone boards, write on hexagons and the boards for tmrws class and put those boards in the gym turned around •restock bathrooms •fill out the red alerts for everyone in tmrws class on the daily agenda paper and make a copy of that to put on the coaches stand •turn off the music, lock doors, turn off lights •confirm waitlist entries for tmrw How to confirm waitlist entires for the next day: - CORRECT ANSWER •classes for tomorrow that have the red asterisks •greyed out names still need to be confirmed so text them to confirm then mark it as confirmed •if someone cancels in a full class and someone else gets bumped into class then you wait for that person to confirm they will be there before marking confirmed and if they dont show up, you early cancel them What to do when someone signs up for a membership? - CORRECT ANSWER •fill out the form •set up/confirm acct and payment •contact log the outcome, what they signed up for, what they said abt class and then make a follow up date for 7 days ( then 14 and 21 days) •write "new join 1/4" or whatever the date is •put the form in folder in Taylors office If it is a 2G group, and you assign people in the "rower/floor" side, where do you tell people to start? - CORRECT ANSWER Tell them that today is a 2G and that they will start on Rowe.They always warm up on the rower and go to floor Common notes in the yellow alert box: - CORRECT ANSWER •CR which means Cross Regional •No LC which means No Late Cancel (usually health professionals and you contact log if this ever happens) Openning duties: - CORRECT ANSWER •turn on lights, music, tvs,tread ipads, computers •turn log into computers and tread ipads •turn on stereos and music •make sure studio looks clean and prepared for class •make sure boards are written up, send text confirmations and intro forms Changes due to COVID; - CORRECT ANSWER •studio closes between 1-4 for cleaning •offering 90 day freezes or if someone tested positive for COVID then free 14 day freeze •clients can cancel anytime with 30 day notice and if they do this they lose all of the sessions on their account •less people per class, more spacing and masks required How to deal with letting clients rent HRM? - CORRECT ANSWER •members can rent a HRM for $5 (in the buy screen its always the $5 burn) •rentals are free if they have intentions of buying one How to set up loaner HRM? - CORRECT ANSWER •to set up a loaner use the side computer, click the ppl diagram button, search name and add loaner name (if it isnt popping up then you might have to release the loaner or grab another one) •when someone is an intro or their 2nd time then there will be a 1 infront of name so the coach knows and is first on the screen • What to do on the side computer/when to start classes? - CORRECT ANSWER •start check in 5 mins before class, start class at the correct time even if everyone's HRM is not on the screen yet (they can still pop up after you start it), when they are stretching at the end then press show class summaries •when they start stretching, wait until everyone is out of the red zone and if ppl are still in red or orange zone, make sure they have 12 splat points before you end it •use side computer to also set up loaner HRM's Milestone Boards, hexagons and class boards: - CORRECT ANSWER •There will be a page with the Milestones and you write those on the lobby board and hexagons •there is a. binder with the workouts for the next day and you write those on the boards in the studio [Show More]

Last updated: 5 months ago

Preview 1 out of 9 pages