OTF Training
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 are 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
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 are 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
