CTM – Study Guide, Key Concepts & Exam Preparation Resource
Members are allowed to wear sports bras as their workout attire. T/F? - correct answer ✔✔True
A regular member that you know well calls in and says he thinks he may be the victim of identity
theft. He is trying to piece together all of the charges on his credit card and asks you to tell him
which card he has on file for his monthly fee. What should you do?
a.
Confirm which type of card (Visa, MC) he has on file, but let him know he will have to come into
the club to get the specific card number.
b.
Read him his card number over the phone, since you know this member well, you trust them
and you want to provide Raving Fans service.
c.
Apologize and let him know that for security purposes, you are unable to provide any
information over the phone but you or another staff member would be happy to assist if he
comes into the location. - correct answer ✔✔c. Apologize and let him know that for security
purposes, you are unable to provide any information over the phone but you or another staff
member would be happy to assist if he comes into the location.
A member can check the PF Mobile App Crowd Meter to see how busy their gym is. T/F? -
correct answer ✔✔True
Why is it important to mention the Mobile App multiple times to a prospect during the tour?
a.
To ensure the new potential member has a full understanding of the numerous features and
benefits that are available on the app.
,b.
Because saying something at least 5 times will make the listener remember everything you said.
c.
To ensure the new potential member has a full understanding that the mobile app is available as
a Black Card amenity. - correct answer ✔✔a. To ensure the new potential member has a full
understanding of the numerous features and benefits that are available on the app.
If a member signs up between May 1 and May 31, when will their annual fee be charged each
year?
a.
February 1
b.
July 1
c.
June 1
d.
November 1 - correct answer ✔✔b. July 1
In the comfort zone diagram (pictured below) referenced in "Creating a Learning &
Development Plan," what zone was identified as the best zone to experience personal growth?
a.
Zone of discomfort/stretch zone
b.
Panic Zone
c.
,Learning Zone
d.
Comfort Zone - correct answer ✔✔a. Zone of discomfort/stretch zone
Becoming a highly effective leader requires:
a.
You to manage tasks and give direction, while embodying the characteristics expected from the
people on our teams. Leaders set the tone for what's expected, accepted, and celebrated
amongst their team.
b.
You to get things done at whatever cost is necessary. Results are the main key to being a highly
effective leader.
c.
You to manage tasks and give direction. Keeping the ship moving is the key to being a highly
effective leader. - correct answer ✔✔a.
You to manage tasks and give direction, while embodying the characteristics expected from the
people on our teams. Leaders set the tone for what's expected, accepted, and celebrated
amongst their team.
When an account is frozen, the commitment end date, if applicable, will be extended by the
length of the membership freeze once the membership is resumed. T/F? - correct answer
✔✔True
Signs that are made in Microsoft Word by your Regional Manager and then printed are allowed
in the club. T/F? - correct answer ✔✔False
What 2 factors make up the monthly EFT?
Select one:
, a.
Member count and average rate (BCG)
b.
Member count & retail transactions
c.
Team member count & average rate
d.
Team member count & PE@PF usage - correct answer ✔✔a. Member count and average rate
(BCG)
Being an effective leader requires the ability to do many things well, but it's unrealistic to expect
someone to fully master all the competencies and embody all of the characteristics at all times.
T/F? - correct answer ✔✔True
How do we create Raving Fans? (Select all that apply)
a.
Conducting 20-minute walk-arounds to ensure that our gyms are clean.
b.
Pointing to the locker rooms when a new member asks where the restroom is.
c.
Getting to know your members by name.
d.
Showing up for work.
e.
Members are allowed to wear sports bras as their workout attire. T/F? - correct answer ✔✔True
A regular member that you know well calls in and says he thinks he may be the victim of identity
theft. He is trying to piece together all of the charges on his credit card and asks you to tell him
which card he has on file for his monthly fee. What should you do?
a.
Confirm which type of card (Visa, MC) he has on file, but let him know he will have to come into
the club to get the specific card number.
b.
Read him his card number over the phone, since you know this member well, you trust them
and you want to provide Raving Fans service.
c.
Apologize and let him know that for security purposes, you are unable to provide any
information over the phone but you or another staff member would be happy to assist if he
comes into the location. - correct answer ✔✔c. Apologize and let him know that for security
purposes, you are unable to provide any information over the phone but you or another staff
member would be happy to assist if he comes into the location.
A member can check the PF Mobile App Crowd Meter to see how busy their gym is. T/F? -
correct answer ✔✔True
Why is it important to mention the Mobile App multiple times to a prospect during the tour?
a.
To ensure the new potential member has a full understanding of the numerous features and
benefits that are available on the app.
,b.
Because saying something at least 5 times will make the listener remember everything you said.
c.
To ensure the new potential member has a full understanding that the mobile app is available as
a Black Card amenity. - correct answer ✔✔a. To ensure the new potential member has a full
understanding of the numerous features and benefits that are available on the app.
If a member signs up between May 1 and May 31, when will their annual fee be charged each
year?
a.
February 1
b.
July 1
c.
June 1
d.
November 1 - correct answer ✔✔b. July 1
In the comfort zone diagram (pictured below) referenced in "Creating a Learning &
Development Plan," what zone was identified as the best zone to experience personal growth?
a.
Zone of discomfort/stretch zone
b.
Panic Zone
c.
,Learning Zone
d.
Comfort Zone - correct answer ✔✔a. Zone of discomfort/stretch zone
Becoming a highly effective leader requires:
a.
You to manage tasks and give direction, while embodying the characteristics expected from the
people on our teams. Leaders set the tone for what's expected, accepted, and celebrated
amongst their team.
b.
You to get things done at whatever cost is necessary. Results are the main key to being a highly
effective leader.
c.
You to manage tasks and give direction. Keeping the ship moving is the key to being a highly
effective leader. - correct answer ✔✔a.
You to manage tasks and give direction, while embodying the characteristics expected from the
people on our teams. Leaders set the tone for what's expected, accepted, and celebrated
amongst their team.
When an account is frozen, the commitment end date, if applicable, will be extended by the
length of the membership freeze once the membership is resumed. T/F? - correct answer
✔✔True
Signs that are made in Microsoft Word by your Regional Manager and then printed are allowed
in the club. T/F? - correct answer ✔✔False
What 2 factors make up the monthly EFT?
Select one:
, a.
Member count and average rate (BCG)
b.
Member count & retail transactions
c.
Team member count & average rate
d.
Team member count & PE@PF usage - correct answer ✔✔a. Member count and average rate
(BCG)
Being an effective leader requires the ability to do many things well, but it's unrealistic to expect
someone to fully master all the competencies and embody all of the characteristics at all times.
T/F? - correct answer ✔✔True
How do we create Raving Fans? (Select all that apply)
a.
Conducting 20-minute walk-arounds to ensure that our gyms are clean.
b.
Pointing to the locker rooms when a new member asks where the restroom is.
c.
Getting to know your members by name.
d.
Showing up for work.
e.
