The Sales Process

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Having an effective sales process can make or break your business. And, if you don’t
like calling it a sales process, call it whatever you want…

  • New Client Journey,
  • New Client Onboarding, etc.

Just remember that sales keeps your business growing.

Benefits of a Sales Process:

  • Sets your staff, clients, and business up for success
  • Your business has a method for tracking leads, sales, and follow up to evaluate what is and is not effective

Things to keep in mind:

  • Find a process that works within the structure of your business because there is not a one size fits all approach. You have to take into account things like the amount of support staff you have to manage new client communication and the different methods of communication you have access to like phone calls, texting, and emails.
  • Your staff must be properly trained
  • It can be helpful to have a “New Client Process” checklist at your front desk

Sales Process Examples

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Tips for Your Sales Process:

  • Studio "huddle" to prep for the day and/or shift
  • Have a list of new clients coming in
  • Incorporate a new client flow designed to automate communications along their new client journey.

An example flow might look like:

  1. New client signs up or creates profile
  2. Automatic email is sent to studio email
  3. Auto emails start IF the client has purchased an intro offer
  4. Studio email is checked
  5. Check clients' profile to see if they are booked for class
  6. Fill in lead tracking sheet or check CRM software
  7. Phone call within 24 hours of purchase (Hate phone calls? We have a suggested conversation flow on the next page.)
  8. No Answer Call: Super Short and Sweet Info on VM
  9. Send Text/ Communication of Choice
  10. Fill in Lead tracking sheet or add notes to CRM

Direct CRM Integration for fitDEGREE Clients:

LoopSparkcom

If picking up the phone to talk to a new client after their first purchase gives you
anxiety, we have an outline to keep you calm and on track.

  1. Introduce yourself by name and studio and ask if they have a few minutes to chat.
  2. Do some rapport building: How did you hear about us, have you done this before, what are you looking for, what is their schedule like.
  3. Goals: Get booked for classes and prepare them for first class.
  4. Book them based on their needs: Use what you learned about them to get them booked for the right experiences.
  5. Remember to be strategic when booking 1st class. If possible, offer them 2-3 options of class times that don't have multiple 1st day intros.
  6. Tell the client what to expect for their 1st class: Requirement to arrive 15 minutes early (be sure to explain why and set expectations), what to bring, if they should eat.
  7. Educate the client as to why it’s important to arrive early. Meet the trainer, mini tour of the studio, get set up. Introducing other clients.

PRO TIPS: Write out a script and role play the dialogue.

Phone calls can be stressful and without an outline or script, you can easily be pulled off track. Our best suggestion to help combat both of those items is to build your own outline and not only script it out, but role play with another staff member.

Sales isn't about all money. It's actually about building a relationship first so you can serve your clients in the ways they need you to.

The best time to build a sales relationship is during the client’s 1st experience and
here's how we would do it:

PRO TIP: To complete these steps efficiently, the team should review client profiles/ lead tracking for any helpful information daily.

1. Client arrives 15 minutes early

  • Warm welcome from staff with introductions by name
  • Sit down to fill out new client form
  • Give info about what will happen after class (Ex: Front desk staff will steal you for 5 minutes to help you get booked for more classes and give you some information about memberships and new client specials.)
  • Off a studio tour
  • Teacher should ask and address experience and injuries
  • Warm welcome to class if this is not a private appointment.

2. After Class

  • Teacher asks how they like the first class and gives reminder to get booked for classes if not already booked for additional classes
  • Teacher hands back client to front desk staff for additional booking, questions, and new client specials.

3. During The Intro Offer Period

  • Warm welcome from staff with introductions by name
  • Sit down to fill out new client form
  • Give info about what will happen after class (Ex: Front desk staff will steal you for 5 minutes to help you get booked for more classes and give you some information about memberships and new client specials.)
  • Off a studio tour
  • Teacher should ask and address experience and injuries
  • Warm welcome to class if this is not a private appointment.
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