Gym membership
Sales Assessment Results
58
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's cut to the chase: your performance is underwhelming with an average score of 5.8. You're hitting some solid notes with curiosity and engagement, but there's a glaring need for improvement in empathy, personalization, and conciseness. You start strong by acknowledging concerns, which is great for rapport, but you often miss the mark on diving deeper into the prospect's unique needs. Your responses feel lengthy and sometimes lack the urgency or clarity needed to keep a prospect engaged.
The strongest techniques you demonstrated lean towards consultative and solution-focused selling, where you attempt to align with the prospect's needs. However, this needs to be backed with a sharper focus on specific pain points and a more empathetic tone. It's clear you're trying to build relationships, but you could do more to show that you genuinely understand their situations.
To elevate your game, I suggest you dive into SPIN Selling and Value Selling. SPIN will help you master the art of asking the right questions to uncover deeper needs, while Value Selling will enable you to articulate how your offerings are investments in their health rather than mere costs.
Remember, every interaction is an opportunity to connect meaningfully. The memorable takeaway? Don't just sell; strive to understand. Transform each objection into a conversation that highlights how your gym can uniquely support the prospect's journey. It's time to turn those scores around!
Question Breakdown
1.
4
/ 10Question:
"I'm not sure I can fit a gym membership into my monthly budget right now, especially with other expenses piling up."
Answer:
Thank you for sharing this and it's understandable why you'd feel that way. We tend to prioritize things that are important to us and it sounds like you've been considering the financial implications of a gym membership for a while now. The biggest consideration when thinking of the cost is to consider the usage and benefits of the membership. It costs entirely too much for anyone who isn't using it, regardless of the price tag. Getting in a few times a week, using the facility, seeing a trainer for free once a month and a nurse on staff to monitor your progress are all ways to tangibly see the payoff of your investment. It's money. Also, we are a month to month membership which means you are free to cancel at any time if you feel the cost is outweighing the benefits. In spite of month to month process, we have the lowest drop out rate in the country. People just like you who came in, thought about all the times they had tried and failed in the past and almost didn't join because it was going to cost them some money, but they found by using it regularly, feeling better and changing their routines to suit a healthy lifestyle they could not only afford it, but they were putting money and time back in their pockets.
Feedback:
The response begins well by acknowledging the prospect's concern, which is vital for building rapport. However, it lacks a clear exploration of the prospect's specific financial situation and how the gym can align with their budget. The mention of month-to-month membership is a good detail, but it could be more impactful by directly asking about the prospect's budget or financial priorities to show curiosity and understanding. Additionally, while the response discusses benefits, it could be more solution-focused by framing the membership as an investment in health rather than just a cost. The overall communication is somewhat lengthy and could be more concise to maintain attention.
In summary, the response needs more targeted questions and personalization to effectively handle the objection and build value.
2.
6
/ 10Question:
"I really need to find a gym that suits my lifestyle, but I just don’t see how this one will fit in."
Answer:
Tell me more about the type of gym that suits your lifestyle.
Going to the gym takes time, effort and money. It's something that is slightly to severely uncomfortable for almost everyone, but that discomfort is met with benefits of looking and feeling better and enjoying a healthier lifestyle.
We can help you accomplish this in a variety of ways. We have people who join and only walk a treadmill monthly, or swim, or do a little bit of everything.
The variety of equipment, services, the lack or crowds and also the fact that we are month to month give you many ways to use our resources to build a fitness regimen that suits your lifestyle and if that isn't the case, you'd be free to cancel at anytime.
With professionals monitoring your progress, free monthly training and 13 different line of exercise equipment in addition to classes and other amenities, if you make the commitment to using the facility regularly, we will find a program that suits you.
Feedback:
The response starts well by encouraging the prospect to share more about their preferences, demonstrating curiosity and active listening. However, the initial part of the response could benefit from a more empathetic tone, as it somewhat dismisses the potential discomfort by stating everyone feels uncomfortable without acknowledging the prospect’s specific concerns.
While explaining the variety of options available is good, the message becomes lengthy and could be more concise to keep the prospect's attention. Moreover, focusing on the benefits of a personalized approach to their fitness journey would strengthen the value proposition.
The mention of a month-to-month membership is relevant; however, framing this as a solution to the prospect's lifestyle needs earlier in the conversation would improve its impact. Overall, the response is somewhat solution-focused but could better connect the gym's offerings with the prospect's expressed lifestyle needs for a more compelling answer.
3.
5
/ 10Question:
"I’ve been considering a membership, but with so many options out there, how do I know this is the best choice for me?"
Answer:
Tell me about some of the options and programs that you have considered.
I couldn't agree more that it's a bit of information overload regarding fitness and what system or program is "right" for us.
It's important to consider the benefits of access, variety and help.
Our gym offers all of these things. With our method of membership control, having access to equipment and classes is never an issue and with professionals monitoring you every step of the way, you'll have assistance in achieving your goals and also monitoring your progress.
Did you know that we offer free monthly body fat and strength testing? This is a way to monitor your physical progress and if you start to plateau we offer the variety and help to move past that.
If all of this fails to help you, you can cancel at any time with a 30 day notice, but there is a reason we have a 9 percent drop out rate in the first year. That's the lowest in the country.
Feedback:
The response effectively begins by inviting the prospect to share their thoughts, demonstrating curiosity and engagement. However, it could benefit from more direct alignment with the prospect's needs by focusing on their specific concerns about the available options. While acknowledging information overload is a good start, offering clearer differentiators of your gym compared to competitors would strengthen the value proposition.
The mention of free monthly body fat and strength testing is a strong point that highlights the gym's commitment to tracking progress. However, the response could be more concise, as some parts feel lengthy and may lose the prospect's attention. Additionally, it would be advantageous to emphasize the unique aspects of your gym earlier in the conversation to enhance clarity and persuasive power.
Overall, the response displays some effective elements, but it lacks a stronger emphasis on how your specific offerings meet the prospect's unique needs while also ensuring an engaging and succinct delivery.
4.
5
/ 10Question:
"I’ve had a bad experience with a gym before; what guarantees do you have that this will be different?"
Answer:
Tell me what happened.
As previously mentioned, our memberships are generally month to month. You can cancel at any time and that means we have to prove ourselves over and over again.
We offer something that many fitness programs do not which is a tangible way to track your progress month to month in house. I'd much prefer that you have regular good experiences here than have a bad one like you'd mentioned earlier.
I'm also here 5-6 days a week and you can see me anytime if there is an issue.
The thing you need to guarantee to us is that you'll use it regularly and make use of the variety of services we offer to ensure steady progress. If you can commit to this, we can commit to you a positive overall experience as a member.
Feedback:
The response opens well by inviting the prospect to share their previous experience, which shows curiosity and a willingness to listen. However, it could have benefited from more empathy and validation of the prospect's feelings regarding their past experience at a gym. While the mention of month-to-month memberships is relevant, it might have been more effective to emphasize the specific guarantees or unique features that set your gym apart from their previous experience.
The assurance of being available to address concerns is good, but it could be more impactful if framed within a proactive support system that actively engages members rather than merely being reactive. Additionally, the commitment statement, while encouraging, might inadvertently shift the responsibility onto the prospect rather than highlighting how the gym will support their journey. Overall, the response is solid but could use adjustments to enhance empathy, clarity, and reassurance regarding the prospect's previous negative experience.
5.
6
/ 10Question:
"I’m worried about getting locked into a long-term contract if my situation changes down the line."
Answer:
I understand your concern.
The majority of our memberships are month to month with a 30 day notice to cancel. If you need to move suddenly, just provide us with proof of relocation and we'll waive the 30 day notice.
We also allow your to freeze up to 3 months at a time and just pay 5 dollars a month to retain your membership if something comes up but you aren't ready to cancel yet.
We would prefer our members join and use the club regularly of course but we understand these things come up and I appreciate you asking this.
When we cover membership options you'll have a variety of month to month options to pick from.
Also, as an additional benefit, we have other locations and partners gym all over the country that you can transfer your membership to if you'd like.
Feedback:
The response effectively acknowledges the prospect's concern about long-term commitments, which is important for building rapport. The explanation of the month-to-month membership and the 30-day notice policy is clear and addresses the objection well. However, the response could be more engaging if it included a question to explore the prospect's specific situation or circumstances further. The mention of freezing the membership for $5 a month is a valuable detail, but it could be positioned more prominently to emphasize flexibility. Additionally, while the mention of transfer options is beneficial, it might be more impactful to connect these options directly to the prospect's concerns about potential changes in their situation. Overall, the response is informative but could benefit from a more conversational tone and deeper inquiry into the prospect's needs.
6.
5
/ 10Question:
"Can you explain any hidden costs that might come up after signing up for this membership?"
Answer:
That's a good question.
Have you had this experience before with another provider?
You'll pay a one time enrollment fee and then monthly dues. Annually there is a $29 accounting charge depending on your membership type.
Other than that there are no other regular costs and your monthly membership cost is guaranteed for the next 3 years. After that It could change in accordance with the consumer price index.
Feedback:
The response begins positively by acknowledging the prospect's question, which is essential for rapport building. However, while it does address the main concern about hidden costs, it lacks a comprehensive exploration of potential additional fees or costs that might arise, such as cancellation fees or costs for special classes. Additionally, it would be beneficial to ask a follow-up question to engage the prospect further, such as whether they have specific concerns or experiences related to hidden fees, which would demonstrate curiosity and active listening. The communication could be made more engaging by highlighting the value of transparency in your pricing structure, reinforcing trust. Overall, the answer is informative but could benefit from deeper exploration of the prospect's concerns and a more conversational approach.
7.
7
/ 10Question:
"My work schedule is so unpredictable; how can I be sure I’ll actually have time to use the gym?"
Answer:
That's a common concern among members. Tell me more about your work and potential time constraints.
We are open from 5-11 Monday to Thursday. 5-10 Friday and 7-7 on weekends. Also, we have locations all over the area that can use if you're on the road.
There are partner gyms scattered across the country (hundreds of them) that will allow you to drop in and use if your work is taking you out of the area.
In addition, we offer a flexible freeze policy and the membership itself is month to month.
If the goals we discussed earlier are real and important to you it is essential that you commit to using the facility a couple of times a week.
Before we go any further, can you see yourself getting here a couple of times a week?
Feedback:
The response begins positively by recognizing the commonality of the concern, which helps build rapport. Asking the prospect to share more about their work and scheduling challenges is a great way to engage in discovery and demonstrate active listening. The details about the gym's hours and flexibility, including partner gyms and the freezing policy, effectively address potential scheduling issues. However, while the response outlines various options for accessing the gym, it could be more solution-focused by suggesting a specific plan or routine that aligns with the prospect's unpredictable schedule. The closing question is a good attempt to encourage commitment, but it might be more effective if it explicitly connects to how the gym can fit their unique situation. Overall, the response is informative and engaging but could benefit from a more tailored approach to the prospect's needs.
8.
6
/ 10Question:
"What if I sign up and find I don’t enjoy it or feel comfortable there? Is there a way to get out of the membership?"
Answer:
That's a valid concern.
Tell me about your prior experiences that have you asking this question.
Most of our memberships are month to month. You can cancel anytime with 30 days notice.
We are forcing ourselves to prove to you monthly that we are what we say we are.
The national average for dropouts within the first year is 54 percent. We average between our facilities about 9 percent, even with the month to month agreement.
Tell me more about your goals. I see you'd like to lose some weight, get off of the blood pressure meds and fit into your dress for your daughters wedding.
Are these things important to you?
You said you've been thinking about joining for awhile now and I can't imagine that this period consideration has not brought you any closer to these goals.
Get started with a month to month membership today and if your situation changes or we don't live up to our own reputation, you can cancel anytime with a months notice.
Feedback:
The response starts effectively by acknowledging the prospect's concern, which helps build rapport. Asking about prior experiences demonstrates curiosity and invites the prospect to share their feelings, but it could benefit from a more empathetic tone regarding their discomfort. The explanation of the month-to-month membership and the cancellation policy effectively addresses the objection, reinforcing the flexibility of your offer.
However, the response could be more impactful by emphasizing specific initiatives your gym has in place to ensure comfort and enjoyment, such as classes, community events, or personal training options. The mention of dropout rates provides valuable context, but framing it positively to highlight member satisfaction may resonate better.
While you inquire about the prospect's goals, focusing on how your gym can specifically help them achieve these goals would strengthen the value proposition and create a more personalized connection. Lastly, the closing call to action is good, but it can emphasize the prospect's control over their membership decision more effectively. Overall, this response is solid but could enhance empathy and reassurance.
9.
7
/ 10Question:
"I’ve heard from friends that certain gyms can be overcrowded; how do you handle that during peak hours?"
Answer:
That's a common concern in the industry and one that we have answered with our system of membership.
Everyone you see out on the floor has interviewed for membership. We want to be sure that like you, people are coming here with goals that are real and they're done making excuses. Even at peak times, this is not a "hangout club" that maybe you've seen before in the past.
We also have 13 different lines of exercise equipment and 25,000 lbs of free weights. There is plenty of equipment and space even at the busiest of times.
As we've mentioned, unlike some of those gyms that are contracts, we are month to month. If you find it to be too crowded you're free to leave, but with the lowest drop out rate in the country, this is not a concern of our facilities.
When would you typically be using the facility?
Feedback:
The response effectively acknowledges the prospect's concern about overcrowding, which is important for rapport-building. By mentioning the interview process for membership, you highlight the gym's commitment to fostering a serious fitness environment, which is a strong point. Additionally, detailing the variety of equipment and the gym's capacity helps reassure the prospect that they won’t face issues during peak times.
However, the tone could be improved by showing a bit more empathy towards the prospect's concern. Instead of dismissing overcrowding as a non-issue, emphasizing specific strategies the gym employs to manage peak hours would strengthen your position. The closing question about their typical usage is a nice touch for engagement, but it could be better integrated into the overall response rather than tacked on at the end.
Overall, this response is informative and addresses the objection well but could benefit from a more empathetic approach and clearer strategies for managing peak hours.
10.
7
/ 10Question:
"With the current emphasis on data privacy, how secure is my personal information when I sign up?"
Answer:
That is a great question.
As important as your fitness is to us, so is your privacy.
Is there a specific concern or experience in the past?
We have controls in place to ensure that your membership and financial information is stored securely on our server. We do not have an online method of enrollment so your data is not "out there" and when you sign paperwork during enrollment, this goes right into a safe and brought to our secure financial center at corporate.
After today, even as the sales manager, I'd have no access to your full credit card information.
Feedback:
The response begins well by acknowledging the importance of data privacy, which is essential in building trust with the prospect. Asking if the prospect has any specific concerns or past experiences is a good way to engage and demonstrate curiosity. However, the explanation could benefit from further elaboration on the specific security measures in place, such as encryption protocols or compliance with industry standards, to enhance confidence in the handling of personal information. Additionally, while emphasizing that data is not stored online is a strong point, it might be more impactful to highlight how this reflects a commitment to their privacy in a broader context. The closing statement about access to credit card information is relevant but may come off as a bit defensive; a more positive frame would be beneficial. Overall, the response is informative but could be more detailed and reassuring regarding data security.