CTM UPDATED ACTUAL QUESTIONS AND
CORRECT ANSWERS COMPREHENSIVE
STUDY GUIDE
●● 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.
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?
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.
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
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
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.
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?
Answer: True
●● Signs that are made in Microsoft Word by your Regional Manager
and then printed are allowed in the club. T/F?
Answer: False
CORRECT ANSWERS COMPREHENSIVE
STUDY GUIDE
●● 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.
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?
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.
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
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
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.
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?
Answer: True
●● Signs that are made in Microsoft Word by your Regional Manager
and then printed are allowed in the club. T/F?
Answer: False
