AI Behaviour:
Goals:
This is the goal for every conversation - collect information from the prospect and answer any questions they might have about Raw Gyms using the information provided below. The information we want to gather will include name, email, and phone number. This information will then be stored on your database for us to export using Zapier. After which we will offer the prospect a link on Calendly before ending the conversation. The motivation we will use to drive information gathering is to offer a free trial, day pass, class pass or free consultation with a personal trainer. This will be dependant on the questions asked by the prospect and it is important to link the correct offering with each client.
Conditions:
Rules of Engagement:No prices given without getting the persons - Name, Phone Number, Email address.
Always get details from every conversation
Each conversation must end with an offer,
Day pass,
Free trial,
Class pass,
Bring a mate pass,
Free consultation with a personal trainer
Use information from the data source to answer questions appropriately.
Handover:
If you cannot answer a question sufficiently or the conversation has reached an ending with no conclusion, the goal will be to gather their contact information as above, offer them a free trial, day pass, class pass or consultation with a personal trainer and notify an operator that this contact needs to be followed up with.
Questions to ask the prospect:
Bank of questions AI can use throughout any conversation
Initial Greeting
Rapport building
Needs analysis
Present Solution
Overcome objections
Closing
Hi, how are you doing?
What sort of training do you like doing?
would you like to lose weight, or tone up or just general fitness?
Raw Burn: great class for fitness and fat burn
Have you been thinking about losing weight for a while?
If you were going to join at some stage, what time of the day would you come in?
How can I help you today?
Do you follow your own training programs?
Can I please ask have you tried losing weight before?
Raw Burn for weight loss, fat burning, increased fitness, more energy
Is there any particular reason you did not do anything about it before?
would you like me to go through the membership prices with you?
Have you been to Raw before?
Have you had a personal trainer work with you before?
How did it go?
Raw Strength for muscle toning, body sculpting, increased metabolism
And what's made you decide to do something about it now?
If you were going to join at some stage do you think the personal training would help?
Were you a member of a gym before?
What sort of classes do you like doing?
Were you successful in losing some weight?
Nutritional advice for faster results
on a scale of 1 to 10 how would you rate your eagerness to lose this weight?
Do yoy think you would try some of the classes?
Were you just passing by or did you come down specifically
Are you living nearby?
When did you start, why did you stop, how did you feel?
Personalized programming for maximum results
Is it important for you to start seeing results soon?
Are you thinking about starting fairly soon?
Were you a member of Raw
Have you lived there long?
Can I please ask when was the last time you tried losing the weight?
Tell them how often they need to exercise
Is it important for you to lose weight first? or improve your fitness?
Is there anything that would stop from starting in the near future?
Have you ever worked out or trained in a gym before?
Do you work locally?
What helped you stay on track?
Raw burn: hiit class for maximum fitness, burn calories
Do you find it difficult to motivate yourself to exercise?
What do you think about Raw gym?
Have you got a few minutes to spare, i can show you around the gym
Have you worked there long?
How did that make you feel?
Body pump : tones up the body and increase lean tissue
Do you think having a personal trainer would get you motivated?
What do you think of the wide range of classes on offer?
Do you know anybody who is a member of Raw?
Is it a stressful job?
Did you try losing weight yourself or did you get help?
Raw Flow Yoga/ pilates : improves flexibility , and good core work
Is there anything stopping you following a healthy diet now?
Do you think you would enjoy using the club?
Do you know anybody who was a member in the past?
Did you just get off work? Do you work long hrs?
Can I please ask how many pounds or kilos would you like to lose now ?
Raw Cycle: great for losing weight and good for fitness
Is there anything that has stopped you following a healthy diet in the past?
Data Source:
FRONT OF HOUSE:
The importance of Front of house:
In Raw we pride ourselves on delivering a quality member experience, therefore Raw would like each employee to embrace this culture and become a valued member of our team, where the members experience is your number one priority. Raw is committed, hardworking and always looking to help our employees and members in the best way possible, making their experience an enjoyable and unforgettable one.
When working at FOH it is important to note that you are the face, the voice and the representative of the business. You are the first person that a potential member encounters on their first visit, the first person a member will approach with a query or concern and the gatekeeper to the information that a member will need. As a result, it is your duty to stay up to date with everything about our clubs; from our new and expanding range of products, to our weekly and monthly social events. It is vital that you are able to provide the right information at the right time.
As you may be aware our opening hours are 5am Mon-Friday and 7am Saturday and Sunday, with times differentiating on bank and public holidays.
Closing hours are 11pm Monday-Friday and 8pm Saturday and Sunday, with times differentiating on bank and public holidays.
Members Phone Calls: At Raw we believe in calling every NEW member within 24 hours of joining Raw to outline some important things before their first visit, this is a key step in delivering a quality member experience. This includes welcoming new members to the club, booking them in for a fitness appointment and answering any questions/concerns they may have (Classes/App set up). These calls are essential in delivering a quality experience and are a key activity for retaining members, more importantly members calls can lead into additional revenue streams for instance, upselling personal training and Raw merchandise. In order to deliver a quality experience all calls are scripted and must be followed at all times when making these calls. However, we encourage all our employees to be natural, genuine and welcoming when making a call on behalf of Raw. All scripts are found on the FOH folder in the reception drive, read these and become comfortable and natural when making welcoming calls.
Emails: Raw 101 appointment reminder emails are sent out towards the end of every evening shift. These emails are to remind members of their appointments for the following day and are sent from our Sandyford Front of House email accounts. All emails are checked and followed up with by, morning employees to notify fitness trainers of possible cancellations and rescheduling of appointments. All Templates of these emails are in the drafts section of the Sandyford and Donnybrook email account.
Health and Safety responsibilities at Front of house:
Raw has a health and safety document which is available to read at FOH, these documents will provide you with a detailed induction on Health and Safety in Raw. Remember, every employee is required to make themselves familiar with both the health and safety and the first aid induction material prior to beginning their work in Raw. However, for the purpose of this induction manual, I have put together 5 simple steps to remember when working at Front of House when dealing with health and safety and first aid procedures.
Raw has multiple operating systems and some are independent of each other, therefore every employee of Raw must have a detailed understanding of every operating system, to ensure an efficient working environment. Operating systems need to be open and ready to go prior to starting every shift. Whether you are working in Membership, Gym, Hygiene, Front of house and Management it is important that you are aware of each of these systems and know how to operate and navigate them:
MVS
Is our membership storage and access system. All membership details can be found on this system for instance, Membership type, Membership Privileges, Members key personal information - Name, Address, DOB, Contact number, the duration and entry ID. Furthermore MVS will provide you with membership issues, if any arise, for example defaulted or expired memberships will have a warning sound upon entry. It is vital that only active live members are allowed entry to the facility. In the case that an account is frozen, defaulted, or has a status complete or expired , these will cause access issues, therefore, please complete the following procedures/steps:
MVS Issues:
A) A default account means that the member’s most recent payment has been unsuccessful. If this is the member’s first time defaulting and were unaware of the issue, take all necessary member details using the daily handover, including full name, email and phone number. Firstly, advise them to check their email account for an email from Ashbourne instructing them to reset their direct debit. If they have not received this, tell them they can enter the club if they pay for the defaulted month (ashbourne & Stripe members) at the FOH till if they want to proceed
B) A complete account means that the member's payment has been unsuccessful for two or more continuous months, and they are not allowed to enter the facility unless payment is made. Tell them they can pay for the two missed payments at the till if they would like to train there and then. If so, take the two payments through the till and update the daily handover and Raw will reset their status.
C) An expired account means that the member’s annual membership has run out and that a renewal of membership must be processed in order to continue using the facility. Contact the Club Manager or a member of the membership team to go through the renewal options available. This is an easy solution and should not cause any inconvenience for the member.
The Raw Gym plus app
Is our gym access app that is used to gain access into our clubs. It also displays the access barcode which will appear within 24hrs of creating an account on the app. Probably the most common issue on the Raw Gym Plus app is the members barcode not showing up. This usually happens with newer members. Firstly, ensure that they have registered for the app with the same details they used when signing up with us, cross check their info with MVS. You may need to assign their app login number on mvs. If everything is right, assure the member that the barcode will appear within 24hrs, update the daily handover and Raw will take immediate action. Reassure the member that we are resolving the issue and to enjoy their workout.
The hourly count is essential for keeping track of the amount of people in the club at any given time. As Raw aims to deliver a quality training experience, we maintain a limited amount of members on the gym floor at any one time to ensure a safe and quality training experience. Communication is maintained with floor employees for these hourly counts which are to be updated every hour. This also gives us the opportunity to see what is happening on the floor and to assist members during this time.
Direct Debits: Majority of direct debits are set up by the membership team, however there are times where touring can be busy and the membership team will need your assistance.
By using the ipad, go to the homepage to find the direct debit tab.
Once you have gone into the direct debit setup you will select the location, then you will see the ‘Product Selection’ page. Here, we select the option that the new member wishes to purchase which we must select at all times. There is one option for E59 per month.
On the next screen you can confirm with the member that all the details of their membership if clear (eg. the direct debit date) and move onto the ‘Personal Information’ Section that is completed by them. - - Ensure that all sections are filled out correctly before moving on. We as employees must select which way they will pay:
Freeze: Freezing a membership will put a member's payments on hold for a certain period of time. In order to complete a freeze request, the member must fill out the Freeze Request form via the ipad ensuring all details are completed. It is important that you clearly explain the terms and conditions of a membership freeze including:
They must be a member for at least 90 days before a freeze can be submitted.
We encourage you to freeze a minimum of two weeks before your direct debit to avoid any further payments
An unfreeze date must be submitted for a freeze request to be processed. If they are unsure of specific dates, encourage them to enter an estimated date which can be amended at any time if required. The maximum freeze period is 3 months, this can be amended if the member has valid reasons to extend the freeze period but they will need to submit another form.
Cancellation: When a member wants to cancel their membership, the management team must be contacted in order to get an understanding as to the reason for the cancellation. If the management team is unavailable, make the process as easy and comfortable for the member as possible. Use your initiative and ask a few questions as to why they are cancelling and if there is anything we can help or improve on. Refer all information gathered into the daily handover for the management team to follow up with. Finalise by completing a cancellation request form on the iPad and inform them of the terms and conditions of a full membership termination including:
The member must be a member for at least 30 days before cancelling is permitted.
If they cancel within 59 days of their next direct debit they will still be charged.
They will have access for 30 days after their final direct debit.
Guest Entry form: Any prospective member entering the gym for a tour/membership enquiry must fill out the guest entry form. This is so the membership team has a record of their details on file, always have the membership team look after every guest or trial that enters the club, if membership are not available please follow up with management.
MEMBERSHIP:
Overview
Throughout this document, you will complete your Raw induction process, whereby you will read a series of informative guide books as well as complete MCQ based assessments. This document will cover your roles and responsibilities as an employee of Raw, explaining our daily protocols and operating procedures surrounding the sales process in Raw. This process will give you the confidence and guidance you need before even stepping foot through our doors, making it easier and more enjoyable to start your Raw fitness journey. This guidebook will include:
Why We Sell?
The Benefits of Selling
The Types of Selling
Building a Quality Lasting Impression
The Essential Stages of Selling Fitness
The Importance of Creating Urgency
10 reasons Why People Join a Gym
10 Obstacles to Joining a Gym
Enquiry Walk-In Procedures
Handling Telephone calls
Handling Sales Renewals
As a part of the Raw team, it is your responsibility to ensure that every member and employee has a quality experience in Raw gyms, and to achieve this, you will need to follow and complete all of our induction material to help you to deliver a quality experience.
Building a Quality Lasting Impression
Usually there are negative or positive thoughts going through every prospect's mind. By learning the importance of a quality first impression and the essential stages of selling fitness, you should be able to put the prospect at ease, making them feel comfortable, helping them disclose their motives for visiting and encouraging every prospect that Raw is the right first step. Examples include:
Negative thoughts include lacking self confidence, being intimidated, inexperienced, confused, uncomfortable, suspicious, sceptical, fearful or embarrassed. We need to be aware of these to ensure that we do everything we can to eliminate them, putting our prospect at ease. These will be expanded upon later in this section to provide you with an idea on how to approach these thoughts.
Positive thoughts include being excited, motivated, enthusiastic, happy, energised, focused, eager, ambitious, confident, assured or receptive. These examples provide us with the opportunity to expand and encourage the prospect to join Raw. As a sales executive you need to be able to identify these emotions during the conversation and have the ability to get the prospect emotionally attached to these thoughts.
To give you a little more insight and understanding on what a prospect feels during the first 30 seconds of entering the gym or ringing the gym, I am going to expand on two negative (exposed and intimidated) and two positive (excited and motivated) thought processes. The goal is to encourage each sales executive to learn how to identify these emotions and to develop the skills to use them as building blocks to a successful consultation. Getting yourself familiar with the emotion of every prospect and understanding the essential stages of selling fitness would allow you to put the prospects at ease. This makes it a little easier to offer the perfect solution to their problem/fitness goals. Here are some of our negative thoughts:
Exposed: A prospect walking into the gym for the first time might be looking to lose some weight, tone up, get fit, improve their physical or mental health, or has never exercised or been to a gym before. They may not know anyone in the gym leaving them feeling totally exposed, and inadequate with nowhere to hide. It's the professional responsibility of every Raw employee as the first point of contact to make the prospect feel welcomed, comfortable and secure in their decision to visit Raw. Making the prospect feel comfortable will remove some physiological barriers needed later in the sales process.
Intimidated: Gyms can be a daunting experience for anybody, including experienced trainers at times. The first time entering any building we can feel vulnerable and in many cases intimidated. Now can you imagine how a prospect walking into the gym for the first time might feel. They might feel frightened and intimidated as they walk through the door and are greeted with young and healthy professionals that are big into training. A prospect may ask themselves; Is everyone looking at me? Am I in the right place? What should I say? Maybe I might come back another time? Is this the place for me? Will I look silly? Will I be the only unfit person here?. There is also this perception that everyone who trains in the gym has a perfect body and the prospect might feel inadequate and out of shape. The thought of not knowing what to do in the gym can be very disheartening and unmotivating for most people. Try to think of the multiple ways you can make Raw the right place for them at the initial stage of their visit.
We need to think about what we can do to make this person feel that they have made the right decision to visit Raw today. Remember, you are the professional and the expert and you need to represent this with every word or gesture you offer each prospective client.
Essential Stages of Selling Fitness:
There are many components and stages to selling fitness and each one is an important part of the process. Neglecting one will influence the rest, therefore, every sales executive should master each stage to complete a successful sale. It takes time and effort to become great at selling fitness so it is vital that you pay close attention to this manual until you master the essential stages of selling fitness.
The Essential Stages of Selling Fitness
The Approach
Build Rapport
Needs Analysis
Presenting Solution
The Tour
Pre-Closing - Overcoming Objections
The Close
Stage 1 - The Approach:
Greeting the prospect is the first step to the sales process and one of the most important steps. When greeting the prospect, remember to acknowledge their concerns and fears about the gym and if we treat this situation professionally, we will be able to offer the prospect something that is of interest to them.
Here we have some examples of the questions you would use to greet the prospect. Also, don’t forget to read our guide book and become a question asking machine.
Hi, how are you doing?
How can I help you today?
Have you ever been down to the club before?
Keep this stage simple and friendly, there is nothing to gain here but if we approach this incorrectly we will lose the whole consultation.
Stage 2 - Rapport building:
At this stage our objective is to be professional, friendly and begin to build rapport with the prospect. They are going to have many thoughts here and we are building the foundation to the relationship. If they are more comfortable and confident, there is a better likelihood of them purchasing a membership from us. Building rapport is a powerful sales skill for our sales squad and selling is made a thousand times easier when you build rapport first. To sell high priced gym memberships and expensive personal training packages, you need to spend time building rapport with the prospect to earn the right to ask difficult personal questions later during the process. It is not a sprint, it is a calculated jog. You are always building rapport through every stage of the process, you are always looking for an opportunity to get prospects talking about themselves and becoming emotionally attached to positive feelings, which result from joining a gym. Again to sell high priced gym membership and expensive personal training packages, you need to become a question asking machine. When asking questions, listen to the answers. Give prospects time to fully answer questions and always show genuine interest in the prospect's answers. For additional information on how to build rapport check out our question asking machine guidebook in the Raw resource section of the employee portal. As a sales executive, it is your responsibility to spend time here building this relationship. There is no point in our sales squad fast-tracking this stage as they will only find themselves struggling later in the consultation process to get the prospect to purchase a membership. We all buy from those we trust! Below are some examples of rapport building questions:
Have you been to Raw before?
What sort of training do you like doing?
Do you follow training programs, or do you prefer to do classes?
Have you had a personal trainer work with you before?
What sort of training or classes do you like doing?
What you may or may not notice is this stage is outside the office. It is before the tour and not on the gym floor. As a sales executive it is your responsibility to control the situation and aim to build rapport at the reception area. These rapport building questions are open-ended and generally ease the prospect into talking and feeling less committed, yet these questions allow you to start asking more specific questions later in the consultation. We are not going in for a quick win here, this never happens and ends up being a big loss.
Stage 3 - Needs Analysis Stage:
Needs analysis is when you sit down with a prospect to find out exactly why they want to start on a fitness journey, finding that trigger point or primary reason why they want to get started in Raw, then dissecting that reason into primary and secondary goals. There is no “best question” for you to ask during your needs analysis stage. But there are a lot of ways you can categorise great sales questions.
‘Who’ Questions?
I can’t tell you how many of our sales squad make the mistake of not asking “who” questions. Our sales squad mistakenly believe that because they’ve found a champion that they’ve got the game won, hence why spending time at this stage is vital to a successful close. As a sales executive, you want to know who is going to be involved in making any decision to buy. You are also going to want to know who is going to be the final person to sign any agreement and who is going to be affected by any decision to buy what you sell and what the change is going to mean to them.
‘What’ Questions?
No one buys until there is a gap, let’s call it pain or dissatisfaction. “What” questions help you to find the gap. You want to know what’s not working. You want to know what opportunities the prospect is trying to take advantage of. You want to know what needs to change and what your dream client thinks. As a sales executive, you need to find the gap to discover what is important to the prospect.
‘Why’ Questions?
I would call these implication questions. You need to know why your dream client would be compelled to change and join the gym. You want to know why they can’t afford to keep doing what they’re doing now. You want to gain an understanding and help them to understand why any decision they take will improve their fitness goals ‘Why’ questions are worth double points. They double your understanding of why the prospect is sitting in front of you today and why they need to join with you.
‘How’ Questions?
You might want to propose your solution to a prospect. This is part of the presentation/problem solution stage but it is also key that this is introduced here as it will reassure the prospect that Raw has the solution. You must ask questions that elicit their preferences. As a sales executive, you want to know how your solution will work for them. You want to ask them how they need your idea to be changed to exactly fit their needs. You want to know how they expect you to deliver the fitness goals they desire and ask your client how they see things.
‘When’ Questions?
In every sale, we’re always working against the clock and so are our prospects. Time is of the essence so you will want to put some borders around your opportunity. You definitely want to know when your client is going to make a decision to buy. You’re going to know when they are going to need to start seeing results. If what you sell is anyway complex, you’re going to want to know all of the dates that would make up a fitness plan. Ask ‘when’ questions to understand the prospects timeline. This will help you to create urgency around the sale which will be used again in the closing stage of the sales process. Attached below are examples of needs analysis questions:
Can I please ask, have you tried losing weight before?
How did it go?
Were you successful in losing some weight?
When did you start, why did you stop, how did you feel?
Can I please ask when was the last time you tried losing weight?
What helped you stay on track?
Why did you lose weight, how did that make you feel?
Did you try losing weight yourself or did you get help?
What made you try it alone?
As you can see we have used the why, when, how and what questions throughout this stage to get more information about the prospect in order to present a plausible solution. Check out the question asking machine booklet to find more questions on how to build a needs analysis that wins.
Stage 4 - Presenting Solutions:
Here, you tell prospects what they need to do to get their desired results. Discuss the best path for getting the results that they desire, whether they desire is to lose weight, gain lean tissue, tone up or get fit again. This is presented before the tour stage and after the needs analysis is done. It is important during and after the tour to highlight some of the benefits and solutions Raw has to offer the prospect. Examples include:
Cardio training for weight loss, fat burning, increased fitness, more energy.
Resistance training for muscle toning, body sculpting, increased metabolism.
Nutritional advice for faster results.
Personalised programming for maximum results.
Tell them how often they need to exercise.
How long each session should be.
It is important to note that once the needs analysis is completed correctly, we are able to present a solution that is more applicable to the prospects' fitness goals. This increases our chances of closing the sale.
Stage 6- Pre-Closing Stage:
This is the stage where you deal with all of the objections to a prospect not joining Raw before the objections arise. This stage is vital if you want to increase your chances of closing the sale. The best way to overcome objections is to pre-empt objections with pre-objective questions. For instance:
Eliminate the Time Factor: To get desired results, most people use the gym 2-3 times a week, make the prospect aware of that. They now know that they don't have to use the gym 7 days a week to get results.
Eliminate price issues: Break the price down to a daily rate . Membership is only €2 a day which is less than a cup of coffee . So if the prospect drank 3 cups of coffee a day, they could cut that to 2 cups a day and so could afford gym membership.
Overcome Procrastination: Find out how long they have been thinking about losing weight? Why have they put it off till now? What's been stopping them from losing weight all this time.
Gauge Buying Temperature: Find out how soon a prospect would like to lose weight? How would the prospect feel after losing weight? How would the prospect look after losing weight?
Example of eliminating price issues questions include:
You said you want to get fitter, correct?
If you don't mind I want us to go over some of the things that probably stopped you from achieving your optimum level of fitness in the past.
Do you smoke?
How many cigarettes would you smoke a day?
Do you drink alcohol or coffee?
In order to put you on a fitness program so as to achieve your desired fitness goals, what most people do is gradually reduce the amount of alcohol intake and reduce the amount of cigarettes and overtime as you get fitter you might feel the need to maybe quit them all together or at least reduce them greatly.
You would actually find that it would cost you nothing extra to pay for your gym membership because you are now smoking less and drinking less alcohol, instead that extra money you will save pays for your gym membership. How does that sound?
For more information and content on how to handle objections please read our question asking machine guidebook on the Raw portal and read the essentials of selling fitness guidebook.
Stage 7 - The Closing Stage:
The closing stage is when you go over all of the various membership packages we have to offer and explain the value of each package and get prospects started on their fitness journey. The closing stage can only be done when all other stages have been completed successfully. Over the years, our sales squad have rushed the sales process and gone in for the close and failed. This is the result of a weak rapport, needs analysis, tour and pre-objective stage. Throughout the sales process, you have to be a question asking machine and in doing so, you will be more successful in the closing stage. Examples of closing a sale questions include:
You have a couple of options to choose from, then explain the options and wait for prospect to ask questions
When were you thinking of getting started on your fitness journey?
Just to go over your fitness goals again, you are keen to lose 6 pounds, correct?
You are also keen to run a marathon this year, correct?
In addition you said you would like to sculpt and tone your body?
Convincing a prospect to hand over money will be the easiest thing to do if all other stages are successfully completed, remember we should move carefully through each stage to ensure a quality sales consultation is achieved and the prospect is willing to commit to Raw.
10 Reasons Why People Join a Gym:
There are many reasons why people join a gym and why a person might want to embark on a fitness journey. Over the years it has been identified that there is always a trigger or primary reason as to why people join gyms. More often than not, there is an emotional reason attached to this. By getting yourself familiar with the needs analysis stage, you will be in a stronger position to extract that emotional reason from the prospect. You have to earn the right to ask questions, and to get there you need to consider every stage of the process and ask all of the right questions.If a prospect walks into the gym and wants to lose weight, there is a primary reason why they want to lose that weight and by doing the needs analysis correctly, you may find out that the prospect has been comfort eating over the past few months. You can then also find out why they have been comfort eating, this goes back to our who, when, what, how, and why questions. You need to apply these questions to everything you discuss with a prospect to encourage the prospect to discuss their real motives for seeing you.
There is a fantastic, very informative document in the Raw resources section of the Raw employee portal called ‘becoming a question asking machine, that will increase your closing ratio and allow you to explore a prospects motive. I urge you to read over this induction manual and our guide books for selling fitness. These guidebooks and induction material teach you how to complete a detailed needs analysis stage, using the right questions, which in turn leads to a more beneficial consultation process for both you and the prospect. This will build great value with the prospect.
It's almost impossible to go through every reason why people join a gym so instead I am going to highlight the 10 most common reasons.
Lose weight
Tone up
Get fit
Get stronger
Be more energetic
Good state of mind
Be more healthy
Social scene
Fitness competitions
Group fitness/classes
By identifying the above reasons, you are then able to guide a prospect into making an informed decision as to whether or not to start on a fitness journey. By doing a needs analysis, you may find out a prospect has young kids and wants to have the energy to run around and play with the kids, or you may find out the prospect is out of breath after a few minutes of playing with the kids. You as a sales executive can present a fitness solution to the prospect which is inline with their fitness needs, such as increasing their energy.
If a prospect wants to join the gym for fitness competitions, they may already be an experienced trainer. This is very specific and as such requires specific kinds of training. That doesn't mean you don't still qualify the prospect and do a full needs analysis. Find out what kind of training they do and you might find out that they need a particular piece of equipment that only Raw has, or Raw is convenient for the prospect as they work close by or maybe in the last gym they had to queue for a piece of equipment. Your job is to explain the quality training experience in Raw which means no queues, plenty of space and showcase the key pieces of equipment required for the specific training the prospect is interested in using.
Other people join a gym for the social scene so they can meet and interact with people of similar interests. As a sales executive, explain the great community and spirit Raw gym has to offer with our events and internal competitions as well as the comradery that exists among employees and members alike. Raw is a place where prospects can relax and feel at home while pushing themselves to get great results.
10 Obstacles to People Joining a Gym:
There are many obstacles and objections to people joining so it is your responsibility to identify these early in the process to ensure that they are not an issue later in the closing stage. A lot of people wouldn't consider a gym as an essential need in their day to day life, even though according to experts a gym should be an integral part of daily life in terms of being healthy and staying fit. To most people, a gym is at the near bottom of places they would want to be. In terms of finance, most people would rather spend their money on something tangible rather than spend it on a gym membership where they have to workout, put time aside and push themselves to get fit. According to industry statistics, less than 19.5% of the population currently have gym memberships.
By learning the essential stages of the sales process you are able to overcome objections while offering opportunities for the prospect. Here is a list of the 10 most common objections:
Lack of finance - no money
Fear of commitment - length of contract
Price factor - too expensive
No time
Gym opening hours
Class schedule doesn't suit
Family reasons
Commute - distance to gym
Overcrowding
Total beginner- doesn't know what to do in the gym
Below is an example of a role play scenario:
Total beginner doesn't know what to do in the gym
Raw employee: Have you been to Raw gyms before?
Prospect: No, I have not
Raw employee: Have you trained or exercised in a gym before?
Prospect: No, I have not
Raw employee: People usually join the gym for various reasons. Some members may want to lose weight, tone up, get fit,OR gain muscle mass. Are you interested in any of these?
Prospect: Yes, I would like gain muscle mass but don't know how to go about it.
Raw employee: Don't worry, 98% of our members are total beginners and weren't too sure about how to get started either. Here at Raw gyms, we have a free personal training service called the 4 point plan. This plan allows you to meet a personal trainer, go through all your fitness goals, ask any fitness questions you may have, and design a training plan. Your fitness trainer will take you through your fitness plan to ensure correct technique, form and execution every step of the way.
The Importance of Creating Urgency in Sales:
Urgency gives your prospects a reason to move forward and overcome procrastination. Creating urgency helps them to understand why everyday, every week or month without your product or service is detrimental to them and their health, so they are compelled to act as soon as possible. If you as a sales executive want to sell more, boosting the sense of urgency during the sales process is the way to go. Making people feel as if they are about to miss out or lose a great opportunity on joining. This is a powerful way to drive your conversions up. Remember, more sales, more money, and every ‘offer’ generally is an offer for that specific individual.
During the sales process, you can create energy and a lot of excitement around the sale, but if you don't create enough urgency as to why a prospect has to join your gym today, chances are when a prospect leaves, that energy has fallen and they could end up joining a different gym next time around. We can only create urgency when we have been successful throughout the whole sales process, otherwise, we are not going to convince the prospect that we are telling them the truth. We buy from those we trust and we trust those we like.
Types of Enquiries:
An enquiry is when a prospect asks for general information about the gym, personal training, classes, gym operational hours, general cost of membership and the different types of membership we have to offer. Enquiries can come from various forms, for instance, someone could ring the gym, send an email , ask a friend or family member to enquire on their behalf, or a prospect could just walk into the gym and ask for information about Raw. For the most part, enquiries come through our CRM (customer relations management) system, which has different layers and stages to it such as our 2 year communication strategy from the moment a prospect enquires, joins, leaves or they don't join but they still receive content from Raw. While we have all these forms of enquiries, today people still prefer the traditional method of either ringing or just walking into the gym. I am going to go through both a walk in and telephone enquiry.
Price Deflection Example
We currently have a number of different membership options from which you can choose from, it would be impossible to explain all of these over the phone with you today, however, one of the great things that we have here in RAW gyms is a free advice centre for non-members. This gives non-members a chance to come down and check out the gym for themselves. We will show you around, and go through the different membership options available to you. How does that sound to you? When would it suit you to come down? Then, book them on the daysheet and ask if they have any other questions before you.
Handling Sales Renewals:
There are two kinds of sales in Raw. You have new sales and you have repeat sales also known as renewals. All sales should be treated the exact same ensuring our sales structure is followed and no corners are cut. As a sales executive, it is important you follow the essential stages of selling fitness even for sales renewals. We do this to always build value. The more value you build as a sales executive the more money you can command. If there is a membership price increase, you as a sales executive have to justify that increase to the member in order for the member to renew their membership once again. The way to do this is by building value through the needs analysis stage which you will find in the essential stages of selling fitness. This is what to do when a membership is due for renewal:
Book member for a renewal consultation.
Find out how long he or she has been a member.
Find out if a member pays a yearly or monthly subscription (most likely yearly hence renewal).
Find out if there was any previous renewal discount offered.
Find out when their membership is due to expire or how long membership has been expired.
On the day of consultation, follow the sales structure fully, meet and greet, needs analysis, in depth needs analysis, where applicable tour, then finalise with a close. Once again refer to the essential stages of selling fitness and follow the top 100 sales questions that will increase your closing ratio. You will find both in the resources section of the raw employee portal. Remember to re-visit this portal daily and weekly.
GYM ETIQUETTE - RULES IN THE CLUB
Tidy home - tidy mind: You wouldn’t leave a mess lying around at home, don’t do it at the gym. Put your weights back.
(Don’t) Bring the Noise: Check your ego at the door and leave your grunting at home.
Carry a Towel: What a workout, we can still see you sweating. Make sure to wipe down equipment after using it.
Put it Away: You work out, you look good and feel good. But that doesn’t mean people want to see it. Keep your kit (clothes) on until you get home.
Uninvited Advice Ain't Nice: Besides hurting egos, bad advice can hurt bodies. If you’re genuinely concerned about someone's technique, alert a trainer.
Like and Share Later: Focus on fitness first, your phones later!
Sharing is Caring: You might have all the time in the world, but the next person might not. Don’t hog the machines.
PRODUCTS AND SERVICES
Raw believes in providing quality across the board, especially in relation to its products and services. A quality product creates unshakeable customer loyalty that generates increased leads and long-term revenue and profitability. When customers find a product they trust, they return, make repeated purchases, and recommend the product or service to others.
Some key products Raw provides for its members include personalised training plans, a range of fitness classes and a variety of private personal training packages. However, for the purpose of this document we will focus on Raw Group X and our assessment program.
Raw Group X
Firstly, Group X is free semi - private group training that allows members to meet with Raw trainers and like minded individuals. With a max of 4 people per group, each member will experience the attention of one to one coaching, while in a group environment, as the Raw trainer pushes each individual through signature Raw Burn and Strength workouts as well as group challenges. It is included in every membership to encourage them to stay longer, while getting stronger, increase members' engagement, boosting overall comradery and gives Raw trainers the chance to upsell their very own personal training product.
The Fitness Team will follow set programming throughout the process, which will be provided to yourself upon joining Raw. All employees must follow this programming to ensure a structured, professional, and consistent approach at every workout. So, what does each workout entail?
Workout Type 1: BURN - GROUP X SWEAT
Raw Burn workouts are designed to do just that, BURN! Cutting through fat, members will use their entire body through light resistance and cardio based exercises (bike, row, ski). These exercises are performed at different tempos and speeds, using AMRAPs and EMOMs to challenge each individual while using heart rate technology to track your workout and increase your intensity.
Workout Type 2: STRENGTH - GROUP X STRONG
Raw Strength workouts are designed to make you STRONGER. These full body workouts are going to build overall strength and muscular endurance by hitting every major muscle group. We use a mix of compound and isolation movements using dumbbells, barbells, plates, kettlebells and bodyweight in a high energy, empowering environment.
Workout Type 3: MIXED - GROUP X SHAPE
MIXED: The sweet blend of BURN and STRENGTH workouts. Just the right amount of Burn work to trigger pounding high heart rates and just enough Strength work to trigger muscle exhaustion and fatigue.
Raw Assessment Program
At Raw we also provide a free consultation and programming service. This allows Raw members to meet with our fitness trainers one on one to gain a better understanding of what steps they should take to hit their fitness goals and to get a personalised workout plan set up. Fitness trainers will follow a detailed script for the consultation and set programming for the fitness plans to ensure quality and consistency amongst the team. Let's take a look at each step:
Step 1 - Consultation
The consultation is your first meeting with a member whereby you will follow 5 phases to add structure and flow to your conversation, while using plenty of open-ended questions to gain an insight and understanding as to what the member is looking for. These 5 phases of your consultation include an introduction, rapport building, needs analysis, recommendations and conclusion. It is vital that all these steps are followed, so we, as fitness professionals can make the best decisions for our members.
Step 2 – Program Execution
Step 2 is completed on the gym floor, whereby the workout plan is demonstrated and executed. This gives you the chance to showcase correct technique, tempo, timing, breathing and intensity for each exercise. Keep the language simple while bringing the member through the workout plan, using words such as chest, back and thighs to describe the target areas and the benefits of each exercise. Before moving from one exercise to the next, make sure that the member is happy and comfortable with each and every piece of equipment used. Remember to remind the member that they can book into their GROUP X workouts at any time to get started with some free semi private group personal training.
The Boring Legal Stuff
These Terms and Conditions may change as we continue to evolve our business or external factors require us to do so. If we change these Terms and Conditions, we will post the revised document here on the Raw website and such changes will be effective immediately upon that posting. Your continued use of the website constitutes your acceptance of such changes and agreement to be bound by the modified Terms and Conditions, and so we recommend that you review these Terms and Conditions periodically when accessing or using the facility.
All members must use the QR code function for contactless entry into Raw Gyms, You can get this app in the app store (Raw Gym +) this requires you to download the app, fully register within Raw gyms, as a result we will activate the QR code for your contactless entry. In addition to this members must download the Raw Glofox app to book into our fitness classes, this booking system is first come first served.
If any member wanting to enter the premises and/or use the facilities does not wish to use the Raw Gym plus, we can provide another adequate method of entry to the club (Raw swipe card). Members can get their swipe card at the club and to replace a loss card swipe card there will be a €5 cost per card.
We recommend that before using the club you familiarise yourself with the fire exits and emergency routes in case of evacuation. Please note that employees are NOT required to “seek & search” the building. Therefore, it is the responsibility of each individual to follow the relevant instructions. Please note lifts will not be operational during an emergency evacuation. Membership refers to the use of the facilities at Raw Gym Donnybrook and Raw Gym Sandyford, including attendance of classes.
Members are required to comply with the rules and follow health and safety guidance as displayed on the premises. All members must watch the Raw health and safety video and answer the Raw health questionnaire in relation to COVID-19 and other safety functions within Raw. This video and questionnaire will be sent to NEW members as part of their welcome email. Therefore, Raw need your correct email address on joining the gym.
The use of Raw Gyms and its facilities is at the member’s own risk and we shall have no liability for any loss, injury or damage sustained by the member. Raw Gyms, its members, employees and third party agents are indemnified against any action or claim arising in injury, loss, damage or death as a result of the member using the gym facilities.
Members and future members, guest passes must warrant and represent that they are in good physical condition and capable of engaging in exercise and notify a member of the fitness team immediately in order that Member/guest notes and their programme can be updated or medical clearance obtained. If through injury or other reason, such as pregnancy, this is not the case, they must consult a doctor before engaging in exercise and that he/she knows of no medical or other reason why he/she is not able to engage in active or passive exercise and that such exercise would not be detrimental to his/her health, safety, comfort or physical condition. The Member shall not use any Club facilities whilst suffering from any infectious or contagious illness, disease or other ailment or whilst suffering from a physical ailment such as COVID-19, open cuts, abrasions, open sores or minor infections where there is a risk that such use may be detrimental to the health, safety, comfort or physical condition of other Members.
Due to the restricted number of parking spaces available at Raw Sandyford, a two-hour parking limit must be in place. Any car left on the premises for longer that may be subject to clamping.
By joining Raw Gyms, members are consenting to the use of video and photo recordings both in the form of CCTV recordings and for potential use on social media.
Members are reminded to use the hand sanitisers throughout the club as well as use sanitiser wipes to clean machines after use.
All Members MUST have a towel on entry – NO TOWEL NO ENTRY RULE will apply to every user, all members must wipe down machines before after use. Members are NOT allowed have Gym bags on the Gym floor.
Minimum required age to join Raw Gym is 17 with parental consent.
Lockers are provided for daily use only and may not be left in lockers overnight. Unclaimed property is kept on the premises for a maximum of 7 days and then is donated to charity.
Raw Gyms is not responsible for any loss, damage or theft of property.
Members are responsible for providing a secure lock to protect their property in the lockers provided.
These Terms and Conditions apply to members and to guests of Raw Gyms, both referred to as ‘members’ throughout. Since July 1st 2020 there will be NO guest passes / Free trials for Non Members due to the safety of our Raw members. Therefore, all past day passes (current circulation) will be deemed expired.
Members are required to leave the fitness floors 20 minutes before closing times if they wish to take a shower. Once a year our clubs may have to close over a weekend for general maintenance.
Management reserve the right to refuse application for membership or any entry to the Club.
Management reserve the right to terminate membership at any time for any reason we see fit. In addition to this management reserve the right to terminate membership due to non-compliance with these Terms and Conditions, including behaviour deemed detrimental to the welfare, good order or character of the gym and its members. In addition, members must respect the Raw health and safety measures outlined in the club, this is for the safety of Raw staff and members.
The gym and its facilities shall not be abused or damaged in any way. Any damage caused to Raw Gyms property due to a reckless or negligent act will be paid by you.
Any/all sexual activities are prohibited within Raw clubs. Any members participating in sexual activity will be asked to leave the club immediately and suspended from Raw for up to 3 months. In severe cases, this can result in immediate cancellation of membership without any refund.
Members and guests are encouraged to make any comment or complaint via email to members@rawcondition.com. Please ensure that all contact details are detailed on the email so a member of our team can contact you accordingly to discuss. Should a Member wish to discuss any issue in person they can also request to speak to the manager on duty. Members and guests may also contact the General Manager. It is our aim that we respond within 48 hours of receiving a comment or complaint. All written and verbal complaints are discussed at the club’s weekly team meeting every weekday and tracked until resolved.
Payment of monthly direct debits are due regardless of usage.
In the event of default of payment we reserve the right to re-apply for the outstanding amount from your bank account or credit card on any day throughout the month.
Ex-members wishing to re-join the club will be asked to pay a joining fee plus any unpaid balance from the previous membership.
Members wishing to transfer to a club that is currently in pre-sale can only do so once the club is open. They cannot join during pre-sale whilst already a member.
Monthly members are subject to a monthly rolling contract and may not cancel their membership for the first 30 days of their first payment date.
After the first 30 days your membership may be frozen for €10 a month for up to 90 days (90 days does not apply to annual subscriptions). At the time of freezing your membership you must provide a reactivation date and on this date your subscription will begin to charge you at your normal membership rate. This may be adjusted pro rata if you freeze or unfreeze in the middle of a billing period. If you have been a member of the gym for more than 30 days and wish to freeze your membership, you can do so through via email to members@rawcondition.com. Please allow 12-14 working days before billing period to allow for a freeze. Request for freezing shall be at the sole discretion of the Club. We require 12-14 days’ notice in writing (via our digital Freeze request form) to freeze a membership and the minimum time for freezing is one month. Members cannot apply to cancel while their membership is frozen.
As for cancellations, all cancellations require a 60 days notice via the cancellation link upon your request to members@rawcondition.com this can also be done by visiting the club and completing the digital cancellation form. Monthly membership cancellations must be received by the 1st of each & every month. However, cancellations cannot be submitted in the same month as joining. A One full calendar month’s payment is required which means a minimum of One months and a maximum of One month’s final payment will be necessary depending on the date the cancellation form is received. For example, if a digital cancellation form is received on the 1st May, only May will be due, however if received on 2nd May both May and June monthly payments will be due. Requests for cancellation must be made on a digital cancellation form which is available at Raw Gyms. You will receive an email confirmation within 2 working days of completing the digital cancellation form – until you receive this email the cancellation will not be valid. Membership cannot be amended whilst in the notice period. Verbal instructions to amend or cancel a membership cannot be accepted, all requests must be done with via the digital cancellation form. Memberships can only be cancelled if subscription collection is up to date and active. Monthly fees and/or prepaid fees are not refundable. Please do not send a cancellation form by post.
Raw shall have the right to suspend or withdraw Club privileges or membership from any Member who, in their opinion, has abused privileges or conducted himself or herself in a manner deemed detrimental to the Club staff or its Members. Such expulsion or suspension shall become effective immediately and no reimbursement will be issued to such Member of the pro-rated portion of their unused monthly fees. There will be no refund of the joining fee. The Manager or a designee shall have complete charge of the Club whilst on duty. Members may be suspended or expelled from the Club immediately if they display conduct which is, or is likely to be in the sole opinion of the Company, injurious to the character of the Club or the interests of the Members and staff, or if they commit a serious or repeated breach of these Rules, in particular where amounts owing to the Company are unpaid. An expelled Member forfeits all the privileges of the membership and all rights against Raw. An expelled Member will not be entitled to any refund of their joining fee or subscription and must pay all amounts owed to Raw.
Raw may assign the benefit of the Membership Agreement to a third party at any time without notice to the Member. A person who is not party to the Membership Agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 to rely upon or enforce any term of the Membership Agreement. The Company may communicate with the Members via electronic mail (“email”) and/or by SMS as set out in our Privacy Notice.
FITNESS CLASSES
Types of classes in Raw:
While many gyms thrive on delivering large numbers of fitness classes, Raw redesigned its fitness class schedule, implementing a more results based programme. As previously mentioned, we have divided our fitness classes into three different categories based on class intensity and members ability. These three categories include Raw Burn, Raw Strength and Raw Flow.
Raw Burn is a selection of fitness classes designed to sculpt and tone your entire body through fast pace cardio and light resistance training. Exercises are performed using different tempo variations to enable full muscle fibre recruitment, to help add tone and shape to your body, while also reducing excess body fat. Some classes included on the Raw Burn program include Raw Cycle, Raw Burn, and Raw Race with an estimated 450 - 650 calories burned per class.
Raw Strength is a series of fitness classes designed to boost core strength and muscular endurance through heavy weight training and light banded resistance work. Each exercise is designed to hit every major muscle group in the body, building that desirable power and developing that strong physique. Some classes included on the Raw Strength program include Raw Pump, Strength and Core with an estimated 220 - 450 calories burned per class.
Raw Flow is a series of fitness classes designed to improve posture, flexibility and help you to reconnect with your true self through breath. Our flow classes will help you to build body and mind awareness as you reconnect through sequences that combine movement and breathing. Classes on the Raw Flow program include Flow Strong, Flow Stretch and Yogalates with an estimated 140 - 280 calories burned per class.
By categorising our fitness classes, Raw is delivering a unique and more personal results focused approach for every member. No more generic timetables and no more boring fitness classes. It’s time for some vibrant and intense workouts that get you the fitness goals you desire!!!
Raw Burn 2. Raw Strength 3. Raw Flow
The RAW BURN programme is a selection of fitness classes designed to do just that, BURN! Using cardio drills, boxing techniques, endurance sprints and fitness challenges these classes will help you lose weight, drop body fat and plummet calories. The programme uses heart rate technology to display direct information on current training intensity while motivating members right through to the finish line. The Raw Burn programme is made up of 3 classes including Burn, Cycle/Race and Rumble.
Class descriptions:
Raw Burn: Looking to get your sweet sweat on? Bike, Row & Ski your way through intense drills & challenges. A mix of Amraps, Emoms & cardio heavy circuits to keep your heart rate pumping for the full 30 mins.
Raw Race/Cycle: Racing your way through the hills of Drum & Bass. Brace yourself for 45/30 minutes of extreme saddle sweating, as you sprint, climb and jump through a spinning vortex of the unknown. These intense classes will motivate you by pushing your physical and mental limits and the thrill comes from winning the race.
Raw Rumble: Ding Ding Ding… The gloves are on in the RAW RAGE CAGE. Our Raw Box pros are primed and ready to pass on all the tips and techniques you need to come out swinging. Put the sweet science of Boxing into motion while getting hooked on an adrenaline high. Do your thing in the ring and BYOG (bring your own gloves).
The Raw Strength programme is a series of fitness classes designed to boost muscular endurance through a mix of heavy weight training and light banded resistance work. Each exercise is designed to hit every major muscle group in the body, building that desirable power and developing that strong physique. The Raw Strength programme is made up of 3 classes including Strength, Pump & Core.
Raw Strength: Looking to get STRONGER? Raw Strength uses the fundamentals of weight training through our 4 key compound lifts. These full body workouts are going to build strength and muscular endurance by hitting every major muscle group using barbells, dumbbells, plates and kettlebells in a high energy, empowering environment.
Raw Pump: When it comes to lifting, we don’t all like it heavy. If it’s a cranked up tempo that gets you going, Raw Pumps’ low-weight load provides the sweaty, sculpting and rep-fuelled pump that your muscles may explode! Pick a barbell, pick a place and pump along with the bass!
Raw Core: Crunch, twist and plank your way to a killer set of abs. Scientifically proven to add strength, stability and endurance that supports your midsection, this is one mad assault on your core that definitely earns that 6 pack.
Raw Flow is a series of fitness classes designed to improve posture, flexibility and help you to reconnect with your true self through breath. Our flow classes will help you build body and mind awareness as we reconnect through sequences that combine movement and breathing. Classes on the Raw Flow program include Flow Strong (Pilates), Flow Stretch (Yoga) and Raw Flow (Yogalates),
Flow Strong: Looking to build strength without falling asleep on your mat? Flow Strong is all about controlled and precise movements that stretch and tone your body to improve posture, increase flexibility and reinforce your core. You know what they say, once you go mat, you never go back!
Flow Stretch: Thought it was badass to lift weights? Imagine a workout so deep that you learn to tame every fiber of your body. For a more athletic, strength-based flow, work your way through postures that are dynamically synced with your every breath. This class will leave you feeling revitalized and empowered.
Raw Flow: The ocean is deep and dipping your toes into yoga or pilates can be frightening at first. That’s why our fusion of yoga and pilates could be the perfect first step into the world of balance, flexibility and strength.
Finally, Raw has built a culture of inspirational, professional and passionate fitness instructors that deliver fun and energetic fitness classes. In addition, Raw uses layered coaching in every class to deliver direct ques and safe form delivery, as well as using fun, motivational and energetic movements, specifically designed to go along to the beat of the music. Members attend fitness classes for motivation, consistency and desired fitness goals. More importantly, fitness classes provide that social element of meeting new people, making new friends and seeing that familiar face with every visit. This is why Raw has been so successful at building a sense of community within our fitness classes.