CTM – Study Guide, Key Concepts & Exam Preparation
1.Q. What year did Planet Fitness originate? - ANS ✔✔1992
2.Q. Where was the first PF location to open? - ANS ✔✔Dover, NH
3.Q. Why do we hand out Tootsie Rolls? - ANS ✔✔To encourage
4.Q. You are approached by a member who, in a calm and concerned way, would like to let you
know that they are concerned about a policy. The member states that she feels strongly that
serving pizza in an environment where everyone is trying to be healthier is a mixed message
and should be stopped. What is your best response? - ANS ✔✔
5.Q. According to "Raving Fans", systems guarantee... - ANS ✔✔
6.Q. What are the three secrets to creating Raving Fans, in order? - ANS ✔✔
7.Q. According to "Raving Fans", we have to create a vision of perfection, centered on the: - ANS
✔✔
8Q. What is the first thing you should do when addressing an upset member? - ANS ✔✔
9Q. Keeping in mind that we always strive to Raving Fans, what is the ideal time to approach a
member to discuss a dress code violation? - ANS ✔✔
10Q. You have a new member who is not following the dress code policy in your club. A staff
member has approached the member and now the member is upset and has asked to speak
with the manager. You approach the member and he is clearly upset, and says, "no one told me
, about the dress code when I signed up". Whish of the following best describes the action you
should take when speaking with this upset member: - ANS ✔✔
11Q. If you approach a member for a violation of one of our policies and they curse, threaten,
or yell at you, what should you do? - ANS ✔✔
12Q. The following are considered incidents that require a call to PF Crisis Hotline 1-877-315-
1883. The incidents below are categorized as Orange Alerts, with the excepting of
__________________, which is a Red Alert. - ANS ✔✔
13Q. EFT is all of the below EXCEPT... - ANS ✔✔
14Q. You have interviewed 4 applicants for an open Member Services position. Since you want
to be sure the individual you hire will meet the needs of your club and be a good fit with your
team, you have decided to base your hring decision on the principle of "Hiring for Attitude". If
basing your decision on this - ANS ✔✔
19Q. A statistic that will allow you to know if additional training is needed on Rate Presentation
for staff members is to track tours to membership (known as the closing percentage). Although
we should never expect 100% of tours to end in a new membership, what is a target closing
percentage that shows effective tours and rate presentations are being provided? - ANS ✔✔
20Q. Which of the following is not part of the staff uniform? - ANS ✔✔
21Q. By training staff to say "___________________", we can improve an angry member's
experience over the phone. - ANS ✔✔
22Q. It is important for all managers to track employee statistics, and overall performance, to
determine the need for additional training. Which of the following situations indicate to - ANS
✔✔
1.Q. What year did Planet Fitness originate? - ANS ✔✔1992
2.Q. Where was the first PF location to open? - ANS ✔✔Dover, NH
3.Q. Why do we hand out Tootsie Rolls? - ANS ✔✔To encourage
4.Q. You are approached by a member who, in a calm and concerned way, would like to let you
know that they are concerned about a policy. The member states that she feels strongly that
serving pizza in an environment where everyone is trying to be healthier is a mixed message
and should be stopped. What is your best response? - ANS ✔✔
5.Q. According to "Raving Fans", systems guarantee... - ANS ✔✔
6.Q. What are the three secrets to creating Raving Fans, in order? - ANS ✔✔
7.Q. According to "Raving Fans", we have to create a vision of perfection, centered on the: - ANS
✔✔
8Q. What is the first thing you should do when addressing an upset member? - ANS ✔✔
9Q. Keeping in mind that we always strive to Raving Fans, what is the ideal time to approach a
member to discuss a dress code violation? - ANS ✔✔
10Q. You have a new member who is not following the dress code policy in your club. A staff
member has approached the member and now the member is upset and has asked to speak
with the manager. You approach the member and he is clearly upset, and says, "no one told me
, about the dress code when I signed up". Whish of the following best describes the action you
should take when speaking with this upset member: - ANS ✔✔
11Q. If you approach a member for a violation of one of our policies and they curse, threaten,
or yell at you, what should you do? - ANS ✔✔
12Q. The following are considered incidents that require a call to PF Crisis Hotline 1-877-315-
1883. The incidents below are categorized as Orange Alerts, with the excepting of
__________________, which is a Red Alert. - ANS ✔✔
13Q. EFT is all of the below EXCEPT... - ANS ✔✔
14Q. You have interviewed 4 applicants for an open Member Services position. Since you want
to be sure the individual you hire will meet the needs of your club and be a good fit with your
team, you have decided to base your hring decision on the principle of "Hiring for Attitude". If
basing your decision on this - ANS ✔✔
19Q. A statistic that will allow you to know if additional training is needed on Rate Presentation
for staff members is to track tours to membership (known as the closing percentage). Although
we should never expect 100% of tours to end in a new membership, what is a target closing
percentage that shows effective tours and rate presentations are being provided? - ANS ✔✔
20Q. Which of the following is not part of the staff uniform? - ANS ✔✔
21Q. By training staff to say "___________________", we can improve an angry member's
experience over the phone. - ANS ✔✔
22Q. It is important for all managers to track employee statistics, and overall performance, to
determine the need for additional training. Which of the following situations indicate to - ANS
✔✔
