personal fitness training manual

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National Member Services Department Revised March 2006

New Associate Training Manual

Table of Contents Welcome New Trainers

Why Is It So Great To Be A Personal Trainer With The GoodLife Clubs......................................... 2

Job Profile .............................................................................................................................. 8

Position Requirements............................................................................................................12

Personal Trainer Education Requirements ................................................................................14

CanFitPro Personal Trainer Specialist Certification .....................................................................14

Initial Training Checklist for PERSONAL TRAINERS....................................................................19

Get To Know Who’s on Your Team ..........................................................................................22 What Is A Professional Personal Training?

What Is A Professional PERSONAL TRAINER.............................................................................. 1

The Role of a PERSONAL TRAINER........................................................................................... 1

Benefits of Personal Training-Why Someone Would Purchase Your Services ................................. 2

GoodLife PERSONAL TRAINER Level Opportunities....................................................................11

Programming Opportunities and Compensation ........................................................................14 Marketing And Prospecting For Your Personal Training Business

Marketing Tools To Become A Successful Personal Trainer ......................................................... 1

Prospecting Tools For Personal Trainers.................................................................................... 6 Tool #1⎯Tool #2⎯Tool #3⎯Tool #4⎯Tool #5⎯Tool #6⎯Tool #7⎯Tool #8⎯

Tool #10Tool #11Tool #12Tool #13Tool #14⎯Club BloodTool #15

Build Your C.............................................................................................................. 1

Personal Training At The Point Of Sale .................................................................... 7 Renewals-Retain Your Clients! ...............................................................................25 Referrals..............................................................................................................27 Results Specialist Leads (Where Applicable)............................................................29 Personal Training Booths/Desks Using the Visual Fitness Planner..............................30 Walking the Club Floor/”Walk Around” Time ...........................................................32 Generating New Clients through Phone Calls...........................................................34 Seminars .............................................................................................................37

Tool #9⎯Fit Fix Orientation.................................................................................................38 ⎯Group Exercise Classes .......................................................................................39 ⎯Ballot Box System...............................................................................................40 ⎯Member Interest Profile.......................................................................................41 ⎯Testimonials and The GoodLife Fitness Clubs Personal Training “$1000 Success Stories Challenge” ....43

Pressure Units and Personalized BP/HR Measurement Cards ..................45 ⎯Corporate Leads .................................................................................................46 lientele

Sales Keys................

The Visual Fitness Planner ......................................................................................................22

Body Results Opportunities .....................................................................................................31

Appendix A............................................................................................................................42

Fitness Assessment Consultation .............................................................................................46

Personal Training Agreement ..................................................................................................51

The Personal Trainer’s Sales Process .......................................................................................52

PERSONAL TRAINER (revised March 1, 2006) Page i


Table of Contents con’t

CARE and Personal Training Administration

Administration and Personal Training Policies ............................................................................ 1

Completing a Personal Training Agreement with PT Easy Payment Plan ....................................... 7

The Personal Training Agreement............................................................................................10

How to Enter Financing Agreements into Care ..........................................................................13

Frequently Asked Questions on PT Easy Payment Plan ..............................................................21

Entering New Agreements into CARE .......................................................................................31

Ongoing Administration: Scheduling/Deleting Personal Training Sessions in CARE .......................37 How Do You Organize It All

Call Boxes and Personal Training Binders .................................................................................. 1 Meetings And Training

Summary of Training and Meetings .......................................................................................... 1

What to Expect with Weekly Meetings ...................................................................................... 2

Personal Trainer 10 Minute Meeting Agenda.............................................................................. 3 Getting Started

Getting Started in the Right Direction-what to do in Your First Month .......................................... 1

The Keys To Successful Sales..................................................................................................21

PERSONAL TRAINER (revised March 1, 2006) Page ii


Welcome PERSONAL TRAINERS to the GoodLife! The National Member Services Department would like to extend a warm welcome to you for joining our incredibly successful team of PERSONAL TRAINERS. We are excited that you have joined our team and our vision to be the Top Personal Training Company in the country. This means providing impeccable service as well as being incredibly successful financially.

As you may know, Personal Training is now rated as one of the most lucrative, satisfying careers. In 1998 IDEA Health and Fitness Association published a report that indicated that PERSONAL TRAINERS had remarkable work satisfaction (88%), much higher than other sectors of the work force. In the year 2001, this percentage increased up to 89%. PERSONAL TRAINERS are thrilled by the rewards they reap from their work. They attribute their positive attitudes to the continuity of trainer client relationships and the opportunity to witness directly the effects of their efforts on a client’s personal and physical wellbeing. In addition, trainers who train at least 30 or more hours a week can make anywhere from $30,000 to over $80,000 per year, depending on the level of trainer, sales and relationship skills, and the ability to adapt their training to such formats as group training or seminars.

As a PERSONAL TRAINER with the GoodLife Fitness Clubs, we want our existing training associates and our new employees to be extremely successful quickly and enjoy a long satisfying career. The career of Personal Training is very entrepreneurial in nature, so make sure you receive everything that is offered through the GoodLife Clubs to make you a success. Enclosed is a list of the many tools and gifts for you to use as an employee of the GoodLife Personal Training Department. We have provided the most up to date information to make your business grow as quickly as possible. In order to be successful you need to take the time to review the guidelines, suggestions, policies and opportunities available to you. The better you understand the material in this handbook the greater your personal productivity will be. Continually meet with your Fitness Manager and General Manager to test your comprehension and application of the materials.

The goal of the handbook is to complete it in 2 weeks, then review sections of it weekly, for at least 3-6 months. Read, study, and test yourself over and over until you know it perfectly. A confident employee is a happy productive employee.

At the GoodLife Fitness Clubs, our culture is centered on two things: the Formula for Success and our CORE Values. The Formula for Success encourages all of our employees to listen to what our clients need from us and the formula is simple: find out their ‘Needs’, establish their ‘Goals’, and create urgency by showing them what they can achieve in a short, six- week ‘Time Frame’. Our CORE Values are CARING, HAPPINESS, INTEGRITY, PERSONAL FITNESS, PASSION, PEAK ATTITUDE, TRUST. We hope that you will use our Formula for Success and these core values in your life.

Attached is a summary of all the benefits you receive by being a part of Canada’s Number One Personal Training Company. We hope that you are as excited about your new career as we are to have you on our team! I look forward to your future successes.

Yours in Health and Fitness,

Michele Colwell, B.H.K. Director of National Member Services Vice President of Operations

PERSONAL TRAINER (revised March 1, 2006) Page 1


WHY IS IT SO GREAT TO BE A PERSONAL TRAINER WITH THE GOODLIFE CLUBS? It is extremely rewarding

♦ You’ll play a significant part in improving and maintaining an individual’s quality of life

♦ You’ll influence and increase a person’s self esteem, self- confidence, and overall outlook on life

♦ You’ll have a result- oriented career, i.e. high level of personal satisfaction

There is opportunity for a lucrative career.

♦ GoodLife Fitness’ top PERSONAL TRAINERS earn over $80000 per year

♦ Extremely competitive salary available, i.e. minimum $17.20 per hour for personal training level, up to $44.00 per hour for elite plus level

♦ Receive commission on everything you sell!

There is incredible flexibility in your career.

♦ Design your own schedule- mornings, afternoons, evenings, or weekends

♦ Choose to be a full time or part time PERSONAL TRAINER

There is tremendous diversity in your job.

♦ Personal Training One on One

♦ Specialty Programming available to you

♦ 100% guaranteed Fat Loss/ nutritional programming

♦ Group Training/Group Specialty Training

♦ Seminars- prepared and ready for you to use

♦ Fitness Appraisals- Body Results Opportunity Sessions/Medical and/or Fitness Testing

♦ Corporate/ pre arranged public relations events

♦ Training inside or outside the club

♦ Can teach fitness classes as a feeder to your program

♦ You can learn and get involved with so many different areas such as rehab, fat loss, pre natal etc.

The career path opportunities are fantastic.

♦ Not only can you enjoy a career as a PERSONAL TRAINER, by continually developing incredible sales and service skills, you can be promoted to a higher level PERSONAL TRAINER (Master, Elite, or Elite Plus Trainer)

♦ Opportunities for upward mobility in the company- Develop into a Fitness Manager/ PT Regional/ General Manager/Divisional Manager.

♦ Fitness Education Specialist- teach our GoodLife Fitness Education Course

♦ PT Specialist Positions- regional training on different fitness topics



♦ PT Advisory Board- join a panel of experienced PERSONAL TRAINERS who collect ideas from our clubs and work with the member services department to implement these ideas throughout the company

♦ Write articles for the Personal Training newsletter/ public

♦ Other office employee or cross employ with other departments (such as teaching group fitness classes)

You benefit from company success and network support

♦ Be a team player in Canada’s largest fitness club organization

♦ Over 100 clubs and growing

♦ 26 years in business

♦ Recipient of 2004 and 2005: One of 50 Best Managed Companies in Canada

♦ Inducted into the London Business Hall of Fame 2004

♦ Awarded several local and national awards

♦ Multitude of locations throughout Ontario, New Brunswick, British Columbia, Nova Scotia, Newfoundland, Quebec, Manitoba, and Alberta

♦ Network with over 850 PERSONAL TRAINERS and over 100 Fitness Managers from all locations

♦ Member of International Fitness Leaders: worldwide Personal Training Directors group

♦ Personal Training Advisory Board

♦ Fitness Training Department (Group Exercise)

♦ The National Member Services Department- national support center

♦ The Personnel Marketing Department – human resources

♦ Customer Service Representatives to help greet your clients and take phone appointments

♦ Incredible facilities!- including private Personal Training areas

We provide extensive education and training

♦ New Employee Base Camp Training - 4 days designed to provide you with the basic tools for you to be successful as a PERSONAL TRAINER as quickly as possible

♦ Included in our Base Camp training is our In-House Fitness Education Training and Certification

♦ E- Learning: on line interactive training

♦ Weekly individual training (3 month post hire): ½ hour weekly with your fitness manager or general manager to ensure that you practice and develop the skills you learned at Base Camp

♦ Daily 10 minute meetings with your Fitness Manager- constant on the job training- get regular direction and feedback in your job

♦ Monthly training – 1 hour meeting at the beginning of each month to review marketing ideas, share others successes etc.

♦ Bimonthly Personal Training newsletter

♦ Organized workshops for continued education and development i.e. BOSU certification training



♦ Personal Training on the Net membership – each GoodLife PERSONAL TRAINER receives a free membership (over $180 value) and access to one of the top web sites in the world. You can research articles in all areas of fitness and health. There is a question /answer section, program design, newsletters etc.

♦ Free Continuing Education Credits offered through PT on the Net – 3 free CECs for your Can Fit Pro certification to maintain it’s validity

♦ Achieve Canada’s highest level of fitness certification (CAN FIT PRO) within first 3 months of employment

♦ Personal Training Handbook – contains the latest tools to market you and service a member professionally. Rehearsal scripts for all tools are included.

♦ Alliance with CANFIT – national conference held at various times of the year throughout Canada.

We have the most up to date Marketing Tools

♦ Visual Fitness Planner: get from marketing info

♦ Body Composition Analysis: callipers, scales, etc.

♦ Free personal training leads in the form of “Personal Training at the Point of Sale” clients

♦ Personal Training referral system/ Buddy Bucks

♦ Success Story Challenge – Once a month the Member Services Department awards $1000 or 20 Sessions to the best Male and Female testimonial in the company and $500 to the trainer of the winner. Posters and pictures made to help you promote your success as a trainer to attract new clients.

♦ Company wide marketing specials

♦ Loblaws Company Limited (LCL) – store floor walking for prospecting/cooking school usage for seminars

♦ 100% Results Guaranteed 6 Week Fat Loss Program – 97% success rate with our members

♦ Pre-designed safe and easy to use Specialty Services Programs – Fit Fore Golf, Winter and Summer Weight Loss Program, Healthy Heart, Learn to Run, Core Circuit, Women On Weights, nutrition programming, and the exclusive BodyFit60 Personal Training Programs

♦ GoodLife Fitness Clubs Website- Personal Training and Fat Loss Program are marketed monthly

♦ Membership call lists/ phone and free office usage

♦ New trainers have a constant flow of new clients available through membership coordinators, customer service representatives, member ambassadors, and group exercise instructors

♦ Member Interest Profile(s) surveys – walk around time for prospecting is allowed at anytime Free rooms to book for seminars

♦ Professional signage for internal monthly specials throughout the club- increases urgency for clients to start on their program with you right away

♦ Unlimited marketing sources available to you- Bulletin board space, personal training and specialty service brochures, ballot boxes, community outreach, success stories, etc.

♦ PT Biographies: Personal dossier on trainers bulletin board and in specialty services binder

♦ Free External Marketing: Weekly ads in the newspapers, radio, TV, flyers, special events etc drawing in new members to generate new PT clients.



♦ Marketing space for seminar sign ups

♦ Living the GoodLife book and the Seven Steps Workbook given to all new members

♦ Personal Training Uniform catalogue

♦ Public relations events- help to build your name and reputation

♦ Able to build relationships with local medical, insurance, and legal community through outreach and referrals

We provide the newest and most valuable business tools

♦ Personal Training Goal Summary Sheet: an easy to use business planning sheet that uses your current statistics to show you what activity you need to do to generate your desired income

♦ Free office space to use, use of phones, computer system

♦ PT Easy Payment Plan- flexible financing options for personal training clients allows you to sell year long packages

♦ All accounting is taken care of

♦ Personal Training agreements provided

♦ Personal Training Consultations provided/Body Results Opportunities (BRO) Sessions

♦ Fitness Appraisal Tools – callipers, blood pressure units etc/Body Comp/Sit and Reach Bench

♦ CARE – an extensive computer software system that manages your daily activity and current client list. This helps everyone study their performance and make constant and precise plans for the future/focus sheets.

♦ Phone logs, tracking system, appointment book

♦ Policies and procedures - to protect you and your clients

♦ Personal training workout log books

♦ Business cards

♦ Banking Deposits

♦ Complete fitness facilities, latest equipment, clean washrooms for clients

♦ Insurance is paid for up to two million dollars per year

♦ Free training supplies, i.e. personal training day planner, appointment book, programming books, etc.

Recognition

♦ Monthly top performers and top 100 trainers- sent to every club and home office staff

♦ Monthly performance incentives: incredible rewards such as $1000 bonus, DVD players, computers, and more

♦ PERSONAL TRAINER of the Month award

♦ You can post success story achievements of clients on walls and testimonial books in the club

♦ Yearly national top performers awards

♦ Internally you can receive “Patch Bucks” to pay for continuing education



THINGS THAT WILL MAKE YOU SUCCESSFUL (Suggestions from Successful PERSONAL TRAINERS) ♦ Use the Visual Fitness Planner and Results Calendar with a weight loss client every time you do a

consultation (on a prospective or renewing client)

♦ Take the time to show people their three month, six month, and one year health and fitness plans using the Results Calendar

♦ Spend as much time in the club as you can in the first two to three months of your career. The more the members see you, the more they will trust and want your advice and help.

♦ Take on Personal Training at the Point of Sale (PT @ POS) clientele and renew them

♦ Plan your schedule one to two months in advance- plan for real life, i.e. no show appointments, snow storms in the winter, March Break, etc. when there will be less people in the club, month end (where you will be spending more time selling personal training than training clients on the floor) etc.

♦ “Be married to the phone” additions lists, old green w/o cards, mail out lists

♦ Remember 30% of the people you ask to buy will – how many do you need to ask – just do it!

♦ Learn your rehearsal modules thoroughly so you provide pleasant experiences to your new clients. Make sure they do not feel sold.

♦ Master and use as many of the marketing tools provided as you can successfully. The more you get your name out, the more people will consider purchasing your services.

♦ Track all prospects in your call box and use this to manage your leads. Constantly follow up with unsold consultations and past clients- even if they did not decide to personal train on the first visit, does not mean they never will.

♦ Establish relationships with members/ Walk arounds (meet the members on the workout floor)

♦ Take on some Member Ambassador shifts

♦ Be present and focus on your clients each and every session -keep them coming back

♦ Go that extra mile – it will come back to you!

♦ Get organized – stick to your schedule and be on time

♦ Success stories – post them everywhere and make your focus to get as many as possible – your clients will be walking advertisements and proof that you are effective at what you do.

♦ Biography – In your first week post your name and picture– people need to know who you are and what you are offering

♦ Referrals – always ask and seize the opportunity

♦ Constantly educate yourself to maintain your confidence levels, keep things interesting for your clients and continue to be effective.

♦ Set dates for personal and financial goals.

♦ Shadow other successful PERSONAL TRAINERS for two to three months. Learn from them to become successful fast.

♦ Take ownership over your life and career – how successful you are is up to you!

♦ Develop great relationships with all staff-everyone will sell you

♦ The BOTTOM LINE: Think of how much it would cost with your money, time, and resources to start your own business (that is what personal training is!)… GOODLIFE MAKES IT EASY!



The following radial diagram shows the roles and expectations of who a GoodLife PERSONAL TRAINER is and what they provide to our members.

Motivate and Inspire

Coach

Provide Quality

Achieving Personal Revenue Goals

Prospect For Clients

Support

Advise And Prescribe

Personal Fitness Expert

Entrepreneur

Exceptional ServiceHappy Clients

RenewalsReferrals

Education

Motivate and Inspire

GoodLife Fitness ClubsPERSONAL TRAINER

Coach

Provide Quality

Revenue Goals

Prospect For Clients

Support

Advise And Prescribe

Demonstrates Passion

Personal Fitness Expert

Entrepreneur

Exceptional ServiceHappy Clients

RenewalsReferrals

Education



Job Profile TITLE: PERSONAL TRAINER, Master Trainer, Elite Trainer, and Elite Plus Trainer Supervisor:

Fitness Manager/Personal Training Coordinator

Secondary Supervisor

General Manager

Requirements

Education: Exercise Science/Physical Education Degree an asset, current Can Fit Pro PERSONAL TRAINER Certification and GoodLife Fitness Education Course within 3 months of employment, Current C.P.R.

Experience: Previous sales and Personal Training experience an asset, Customer Service experience

Skills: Excellent written and verbal communication skills

Knowledge: Knowledge of the Fitness Industry, knowledge and background in sales an asset

Core Competencies: Customer Focused, Perseverance, Learning and Growth, Communication, Relationship Building, Flexible and Adaptable

Major Responsibilities

1. Responsible for generating revenue through personal training sales

2. Responsible for providing on-going exceptional service to existing clients

3. Responsible for completing all necessary administration required

Duties

1. Meet your personal training 3 month revenue contract goals

2. Meet your 3 month consultations goals

3. Be knowledgeable of and effectively use all rehearsal modules provided

4. Use all sales tools provided (including but not limited to: call box, binder, call lists, consultation forms, Body Results Opportunity Appointments, ballot boxes, business cards, price presentation sheets, success charts, bulletin boards, testimonials, seminar presentations, walk around time)

5. Follow-up on outstanding and overdue accounts according to GoodLife Fitness Clubs payment policies

6. Complete a Par Q form for every client

7. Complete the Specialty Services Consultation in full (including renewals) and apply this knowledge at all times

8. Provide appropriate programming for clients based on their needs, goals, timeframe, and preferences



9. Evaluate and adjust client programs when necessary

10. Communicate effectively, positively, and professionally with your clients

11. Be punctual for appointments and follow proper cancellation procedures

12. Complete all administration in accordance with company standards and deadlines (this includes but not limited to: Personal Training agreements, Specialty Services Agreements, Change Forms, CARE entries (statistics, hours worked, change forms and agreements), client confirmation sheets, call boxes and binders)

13. Attend all required meetings and training sessions as required

14. Assist in maintaining the cleanliness of the equipment and work out area

15. Maintain a high level of personal fitness

16. Support all GoodLife programs and activities

I have read the job description, understand it, and agree to be held accountable for the duties and responsibilities defined therein.

____________________________________________ __________________________ Associate Signature Date

____________________________________________ __________________________ Supervisor’s Signature Date

____________________________________________ Level of Trainer



Job Profile TITLE: PERSONAL TRAINER, Master Trainer, Elite Trainer, and Elite Plus Trainer Supervisor:

Fitness Manager/Personal Training Coordinator

Secondary Supervisor

General Manager

Requirements

Education: Exercise Science/Physical Education Degree an asset, current Can Fit Pro PERSONAL TRAINER Certification and GoodLife Fitness Education Course within 3 months of employment, Current C.P.R.

Experience: Previous sales and Personal Training experience an asset, Customer Service experience

Skills: Excellent written and verbal communication skills

Knowledge: Knowledge of the Fitness Industry, knowledge and background in sales an asset

Core Competencies: Customer Focused, Perseverance, Learning and Growth, Communication, Relationship Building, Flexible and Adaptable

Major Responsibilities

1. Responsible for generating revenue through personal training sales

2. Responsible for providing on-going exceptional service to existing clients

3. Responsible for completing all necessary administration required

Duties

1. Meet your personal training 3 month revenue contract goals

2. Meet your 3 month consultations goals

3. Be knowledgeable of and effectively use all rehearsal modules provided

4. Use all sales tools provided (including but not limited to: call box, binder, call lists, consultation forms, Body Results Opportunity Appointments, ballot boxes, business cards, price presentation sheets, success charts, bulletin boards, testimonials, seminar presentations, walk around time)

5. Follow-up on outstanding and overdue accounts according to GoodLife Fitness Clubs payment policies

6. Complete a Par Q form for every client

7. Complete the Specialty Services Consultation in full (including renewals) and apply this knowledge at all times

8. Provide appropriate programming for clients based on their needs, goals, timeframe, and preferences



9. Evaluate and adjust client programs when necessary

10. Communicate effectively, positively, and professionally with your clients

11. Be punctual for appointments and follow proper cancellation procedures

12. Complete all administration in accordance with company standards and deadlines (this includes but not limited to: Personal Training agreements, Specialty Services Agreements, Change Forms, CARE entries (statistics, hours worked, change forms and agreements), client confirmation sheets, call boxes and binders)

13. Attend all required meetings and training sessions as required

14. Assist in maintaining the cleanliness of the equipment and work out area

15. Maintain a high level of personal fitness

16. Support all GoodLife programs and activities

I have read the job description, understand it, and agree to be held accountable for the duties and responsibilities defined therein.



____________________________________________ Level of Trainer



Position Requirements - GoodLife PERSONAL TRAINER

1. Achieve at least $1500-$2000 in revenue per month (part-time: 10-19 hours per week)

2. Achieve at least $3000-$5000 in revenue per month (full-time: 20- 40 hours per week)

3. Maintain a minimum 10 hours of Personal Training per week (excluding PT @ POS appointments)

4. Keep your certifications and health and exercise knowledge current

5. Continually expand your knowledge of Personal Training, through conferences, PT on the Net, and monthly training provided by GoodLife

6. Achieve 3 month revenue/consultation contract goal

7. Responsible for personal training client tracking

8. Responsible for all administration and paperwork including completing consultation forms on new and renewing clients, full completion of the contract, collecting any outstanding monies, entering your schedule (1-2 months in advance) entering hours, statistics and contracts into CARE

9. Pre screen all clients with a Par-Q, complete consultation and review fitness planner

10. Be in associate uniform at all times; maintain professionalism

11. Attend all meetings as requested

I have read the position requirements, understand it, and acknowledge that I will be held accountable for the duties and responsibilities defined therein.





Position Requirements - GoodLife PERSONAL TRAINER

12. Achieve at least $1500-$2000 in revenue per month (part-time: 10-19 hours per week)

13. Achieve at least $3000-$5000 in revenue per month (full-time: 20- 40 hours per week)

14. Maintain a minimum 10 hours of Personal Training per week (excluding PT @ POS appointments)

15. Keep your certifications and health and exercise knowledge

16. Continually expand your knowledge of Personal Training, through conferences, PT on the Net, and monthly training provided by GoodLife

17. Achieve 3 month revenue/consultation contract goal

18. Responsible for personal training client tracking

19. Responsible for all administration and paperwork including completing consultation forms on new and renewing clients, full completion of the contract, collecting any outstanding monies, entering your schedule (1-2 months in advance) entering hours, statistics and contracts into CARE

20. Pre screen all clients with a Par-Q, complete consultation and review fitness planner

21. Be in associate uniform at all times; maintain professionalism

22. Attend all meetings as requested

I have read the position requirements, understand it, and acknowledge that I will be held accountable for the duties and responsibilities defined therein.





PERSONAL TRAINER Education Requirements Being a professional PERSONAL TRAINER requires you to be confident in your knowledge and to convey your knowledge and abilities to those who might want to be your clients. In fact, 60- 70% of clients will request to see your qualifications before they will purchase your services. In the fitness industry, you have to educate, re-educate, certify and re-certify yourself to feel comfortable that you are the most current and confident trainer. Fitness information is never stagnant - it is always changing and evolving. Look in the Health and Fitness section of your local bookstores the selection is ever growing. Results are what your clients will be asking for. You need to have an understanding of both the mind and body and how they work together to create your clients desired changes. We have set up a system of minimum expectations so you will be guaranteed to have a lucrative career with the GoodLife Fitness Clubs.

Below are the minimum expectations for a PERSONAL TRAINER with the GoodLife Fitness Clubs. We strongly encourage you to invest continually in your own personal development, which could be new certifications, business courses, conferences, etc.

1. Have current CPR training

2. Complete the Fitness Education Course (GoodLife Fitness Clubs’ In House Certification Course)

3. Complete Base Camp: GoodLife personal training sales training week

4. Become Can Fit Pro, PTS certified within 3 months of employment

5. Increasing your certifications and knowledge will enable you to increase your training level within our clubs

CAN-FIT-PRO PERSONAL TRAINER Specialist Certification

Accessible, Affordable and Attainable As a GoodLife Fitness Club PERSONAL TRAINER, it is part of your job requirement to be certified by the Canadian Association of Fitness Professionals (Can-Fit-Pro). If you hold a current certification as a PERSONAL TRAINER from a recognized agency, (see attached list of recognized certifications), you can add on the Can-Fit-Pro Certification to your list of current credentials. We want to recognize your current level of knowledge, and you are only building value by additional certifications. You simply complete a certification request form and enclose a photocopy of your current certifications along with your membership fee. Your new Can-Fit-Pro certification wall certificate and wallet card will be sent to you. (Can-fit-Pro office 1-800-667-5622)

If you do not hold a certification or any of the Can-Fit-Pro recognized certifications, you need to register for the next available Can-Fit-Pro certification course. A list of dates and locations for courses is available from the Can-Fit-Pro office.

The Canadian Association of Fitness Professionals has developed a list of innovative programming that will help you become a successful, knowledgeable, experienced PERSONAL TRAINER. The certifications are exceptional because they deliver comprehensive programming that teaches fitness theory, practical application, business issues and counselling skills in a fun and exciting learning environment.

The Personal Training Certification Course This is a 25-hour course that covers wellness, anatomy of bones, joints and muscles, bioenergetics and movement theory. An entire section educates PERSONAL TRAINERS about the client relationship and how to develop a solid personal training business. The balance of the course teaches practical application of basic theory to train clients for cardiovascular conditioning, resistance training, flexibility and weight management. The course is approximately 16 hours of theory and 9 hours of practical work.



The Personal Training Exam This is a challenging and comprehensive exam based on NFLAC standards for fitness developed just for Can-Fit-Pro. The exam has two primary components - theory and practical assessment. The theory exam includes multiple-choice questions and a hypothetical client case study. The practical exam has the trainer demonstrate their practical skill by developing a training plan for a hypothetical client and training them for cardiovascular, resistance and flexibility components of fitness. The practical is a 60-minute training session where the trainer works with a client in their choice of location and the PRO Trainer evaluates the trainer’s ability to train and interact with the client.

Resource Materials To support this excellent program a Personal Training Manual and Study Guide is available. Candidates can choose to do personal home study and complete the exam with a PRO Trainer. For maximum success, we recommend taking the certification course to get first hand experience in an excellent learning environment.

Why Choose Can-Fit-Pro Certification?

Can-Fit-Pro provides excellent services. Their PRO Trainers provide exciting courses where you can learn new ideas and then they follow up with an individualized exam at your place of employment at your convenience. Once you are Can-Fit-Pro certified, you can maintain the certification by attending sessions in Personal Training at the annual Can-Fit-Pro event (such as Toronto, Montreal, Halifax, St. John’ s, Calgary, and Vancouver). Check their website at www.canfitpro.com for details.

Along with the popular PTS certification, you can also increase your professionalism, value, and knowledge by acquiring additional Can Fit Pro Certifications. Additional certifications include: Nutrition and Wellness Specialist (NWS), Pre and Post Natal Fitness Specialist (PFS), Older Adult Fitness Specialist (OAS), Resist-a-Ball (RAB), Sport Conditioning Specialist (SCS), Fitness Instructor Specialist (FIS), and Program Director Specialist (FIS), And Program Director Specialist-Group Fitness Management (PDS-GFM) and most recently, Mind Body Fitness Specialist (MBS).

Register for a course today - Space is Limited. If you need additional information regarding registration, please visit the Can Fit Pro website, or call the office at 1-800 667-5622.

Recertification Procedures • YOUR CAN-FIT-PRO CERTIFICATION IS TO BE RENEWED ANNUALLY.

• FOR SIMPLIFICATION, YOUR CAN-FIT-PRO MEMBERSHIP AND CERTIFICATION EXPIRE ON THE SAME DATE EVERY YEAR.

• ONE MONTH PRIOR TO THE EXPIRY OF YOUR MEMBERSHIP AND CERTIFICATION, A RENEWAL NOTICE WILL BE MAILED TO YOU AS A REMINDER THAT YOUR MEMBERSHIP AND RECERTIFICATION ARE DUE.

Recertification Requirements: • Each certification held by an individual will require four Continuing Education Credits (CECs) annually

for recertification.

• In addition to the appropriate number of CECs, you will need to renew your Can-Fit-Pro Membership and current CPR annually (submitted to the office by fax, email or mail).

How Do You Obtain CECs To Keep Your Certification Current? • The most common and easiest way to obtain your CECs is by attending Can-Fit-Pro conferences

and/or workshops.


http://www.canfitpro.com/


• All conferences and workshops associated with Can-Fit-Pro will deliver the CECs necessary for Recertification. Most Can-Fit-Pro Conferences will allow you to obtain more than the required four CECs per year.

• Any additional CECs (up to a maximum of 4) may be banked for the following year. Some workshops or conference sessions may be approved for more than one type of certification designation.

For example, if you are FIS and PTS certified, and you attend a workshop that offers both FIS and PTS credits, you earn CECs for both of your certifications (one FIS and one PTS towards recertification). If you hold more than one certification, it may be in your best interest to look for these types of sessions/workshops to streamline your recertification.

• Other conferences and workshops may have CECs approved by Can-Fit-Pro. If you are considering attending other events, inquire if the events offer Can-Fit-Pro CECs.

• Personal Training on the Net (PT on the Net)- get 3 free CECs per year (for details, see pages 8-10 of Section 2 of this manual)

• Great news! Multiple certifications are available through Human Kinetics On-Line. One Human Kinetics on line interactive course costs approx. $100 CDN and gets the trainer 4 CECs. This also allows the trainer to get higher education /college and university level courses. 3 courses get put together plus the Advanced Can Fit PT course gets them to an “Advanced PERSONAL TRAINER” designation (gives can fit members access to university level courses = advanced education) – 8 CECs required to keep the advanced status.

• Mike McLeod’s Business Development course for 2 CECs- see your Fitness Manager for registration

• Completing the BodyFit60 Exam (found on PT on the Net) for two CECs.

• If you attend a non-accredited education event, you can petition Can-Fit-Pro for CEC approval. A fee of $5.00 per CEC will apply to all CEC Petitions (up to a maximum of four CECs per year). Visit www.canfitpro.com for a copy of the CEC Petition form.

Keeping Track Of Your CECs: • Can Fit Pro’s computer system record all credits that are accumulated at each Can-Fit-Pro event you

attend throughout the year.

• When you receive your Recertification notice, all you have to do is verify the number of CECs they have recorded for your certification designation. If you have enough to renew, simply pay your annual membership fee, send them a photocopy of your current CPR Basic Rescue and your certification documents will arrive to you in 4 to 6 weeks.

• Remember, Can Fit Pro will not have a record of your attendance at non Can-Fit-Pro events. If you wish to have these additional events considered for accreditation, you will need to petition for the extra credits you require.


http://www.canfitpro.com/


Recognized Certifications

CPTN

BCRPA PERSONAL TRAINER (not Weight training)

Mount Royal College PERSONAL TRAINER Certificate (Calgary)

Northern Alberta Institute of Technology – Personal Fitness Trainer (Edmonton)

George Brown College PERSONAL TRAINER Certificate *special fee – must have the certificate and the request form from George Brown

ACSM Health/fitness Instructor

ACE & PFLC *must complete a practical exam - $99 + GST certification fee and a $55 + GST practical exam fee

McGill University & Cambrian College *special fee

NSCA – Certified PERSONAL TRAINER (CPT)

*Other agencies need to provide a written request for approval directed to the Certification Director for special consideration.



Initial Training Checklist for PERSONAL TRAINERS FIRST DAY: Date Done

Reviewed NEW ASSOCIATE TRAINING MANUAL

Signs job description, employment contract, core competencies etc.

Gather copies of all certifications, diplomas, etc. (keep in personnel file) and post at club. Copy and put in club services binder. If not CFP certified, give and complete PTS Certification registration form. Register for Base Camp.

Give FM a copy of CPR certification (make sure it is valid)

Order uniform.

Review the required portfolio (head shot, qualifications, areas of expertise, personal description for the PT bulletin board) Set date required for completion

Scheduled training/shadowing for the next 5 days (either with General Manager or Fitness Manager)

Review what specialty services are: Personal Training, Group Specialty Training, Group Ex Specialty Training, Specialty Programs, Fat Loss Program, Body Results Opportunities Sessions, Fitness Appraisals, Perks, Health Solution Guide, and Seminars.

Review the Orientation/Specialty service sheet – presented at POS, orientations, BRO, and CFA Exclusive Letter.

Review individual and group training, GST, GSP.

Review BAM (what it is, what it means to the team etc.)

WEEK 1:

Understands what and how to do initial Fit Fix Orientations, PT at Point of Sale workouts (6 and 12 sessions), Survey Questionnaire and Member Ambassador Orientation Sessions

Understands the personal training levels and with fitness manager’s guidance, makes a decision on what level they are

Knows the club: all services, hours, programs etc.

Enforces sign in procedures and polices (ask for membership cards) with proper meet and greet

Review CARE: entering PT sales, statistics, hours, schedule payroll tracking, how and why we use confirmation sheets

Understands how to fill out a PT contract (with and without the PT easy Payment Plan), consultation form with Results Calendar, specialty services agreement, BRO, Personal Health Solution Guide.

Review how, why and when to use the Visual Fitness Planner

Understands how to fill out a change form

Review filing procedures for contracts and change forms (complete, incomplete and 30 day file), Sold and unsold consultation file.

Understands late and no show policies and why we enforce them



Understands refund policies for various programs

Review and setup their Client Personal Training Testimonial Book

Review Personal Training Rates and Speciality Services Pricing Options

Completed 1-3 Personal Training competition analysis (clubs that are within 10 mins from your club)

Review white boards (goal setting), top performers, staff incentives, awards etc.

Knows and met Fitness Manager, General Manager and Divisional Manager

Completed Group Exercise class (BTS)

Understands the importance of Group EX and promoting BTS programs

Review important numbers/departments to call for specific services

Meet and Greet 5 members on the floor (introduce yourself) per day

WEEK 2 –3:

Understands green personal training service binders: recap and analysis sheets, daily calls, appointments etc.

Review call boxes – explain the use of the cards (colour codes)

Review work out cards and Personal Training workout book and 7 steps workbook

Understands Ambassador Program

Understands Price Presentation (different options and levels of trainers), and Results Calendar

Review Handling objections 5 times

Review closing the sale (Personal Training Packages) 5 times

Sets up Visual Fitness Planner Booth with FM/GM/ another experienced PT 1-3 times per week

Knowledge of procedures for handling cancellations or unhappy members/clients

Completed a training session on the Manager and Fitness Manager

Completed Free Weight quiz

Completed the Design for 2 programs of each: to lose weight, common knee injuries, diet questions (i.e. what does the Canada Food Guide consist of?), cardio training and flexibility

Fat Loss Program:

Completed test on Fat Loss Facts

Review Fat Loss book, workout components, procedures, common problems clients and trainer experience

Review flip chart and presentation

Shadow at least 10 Fat Loss Clients – voice quality, pitch, tone etc.

Consultations:

Review how the VFP and the consultation work together to provide hope and close the sale

Review and explain consultation form and Results Calendar



Complete 10 – 20 rehearsal modules (ongoing throughout 3mths)

Review file to keep unsold consultations for calls etc.

Review how to do motivational and consultation calls

Fitness Testing: Assessments, Appraisals, Perks and BROs

Review necessary forms to be filled out

Review sales & prospecting opportunities, and Buddy Bucks/Referrals

Completed 10 BROs and initialled by GM or FM

Complete Fitness Appraisal – test on GM/FM

Understands what a Perk consists of – motivation, form check, one exercise, nutrition information

Review how and where leads are obtained (POS, referrals, group exercise program, Seminars) VFP

Understands how to do a walk around/open service

Understands different calls (consultation vs. motivation, unsold consultation, follow up, renewals, ballot box and no show appointments etc.

Review goal of PT@POS

Review and explain 6 and 12 packs options

Review and explain Personal Health Solution Guide and CARE

Completes 6 sessions of HSG and initialled by FM/GM

Closing and Reviewing PT@POS

Review $50 off renewal coupon

Review PT@POS survey

Reviews common questions about PT@POS

1 – 2 Months

Review all material from the first 2 weeks

Completed Rehearsal Modules (all modules half done with initials)

Completed Assignments section (CD ROM, Orientation Manual, LTGL and HIAC quiz) and hand them in to Personnel Marketing Dept.

Review PT on the Net

3 Months

Understands outreach

Review thank you cards and calls

Review Birthday Calendar as a reference for calls and cards

Completed all PT rehearsal modules with 10 initials

Completed CAN FIT PRO Certification


mailto:PT@POS


Get to Know Who’s on Your Team Part of being a successful PERSONAL TRAINER is understanding what the roles are in each department of your club. Without one of those departments, the club would suffer. Find out what services each department provides, which members they contact, and what the department goals are.

Together

Everyone

Achieves

More

How to Use the Action Plan Sheet (1) When training with your FM, GM or CA, take out the Team Action Plan sheet.

(2) Under the department, write the responsibilities that each department handles. (I.e. CSR – answering phone, meets and greets everyone entering or leaving the club, tanning and proshop sales etc.)

(3) Write any questions you have in the appropriate column and make a note of who to talk to about it if necessary.

(4) Write any ideas you have of how they can help you build and run your business and how you can help in return with yours. Always remember that we’re a TEAM.



TEAM The New Associate Training

Action Plan to Know Your Club Better

Department How Can They Help You?

How Can You Help Them? Action/Questions

Member Ambassadors

Customer Service Representative

Membership Coordinator

Group EX/Aquatic

Results Specialist

Club Administrator

Child Minding


WHAT IS A PROFESSIONAL

PERSONAL TRAINER?


What Is A Professional Personal Trainer? • A Personal Trainer is a certified one on one coach who will completely assess a member’s needs,

goals and the time frames in which they want to achieve their goals.

• They will do this by reviewing and monitoring the progress of the client:

Using the Fitness Planner (any documented information the member has provided on their health and exercise history),

Completing a Par Q form

Completing health assessments, such as blood pressure readings, body composition analysis, resting and training heart rate zones, etc.

Using various GoodLife consultation forms, such as: Specialty Services Consultation, Personal Health Solution Guide, Fitness Assessment, Complete Fitness Appraisal, or the Body Results Opportunity session.

• A Personal Trainer takes this information and designs a fun program that will safely deliver the results and experience needed by the member.

• A Personal Trainer will educate, inspire, support, coach, motivate, and advise a client on how to make the most of their workouts without wasting time.

The Role of a Personal Trainer • Teacher - Educate the client about exercise

• Coach – Convince them that they can achieve

• Advisor – Suggest strategies and techniques

• Supervisor – Keep clients focused on desired outcomes

• Supporter – Recognize and reward lifestyle changes

A Personal Trainer, who is able to perform each of these roles well, will inspire clients to achieve all kinds of successful outcomes.

Motivation / Inspiration

The primary reason for a Personal Trainer’s success greatly depends on their ability to motivate others to want to perform. Personal Trainers facilitate motivation by providing inspiration.

Client Satisfaction - Getting and Keeping Clients

Be Personable – Mutual respect and enjoyment are necessary for a client/ trainer relationship to be long lasting.

A personable Personal Trainer demonstrates the following:

• They pay attention to what the client has to say or what they are doing

• They talk to the client at a level the client can understand.

• They listen to what the client has to say

• They provide them with regular praise

• They remember past sessions and recognize new accomplishments

Personal Trainer (revised March 1, 2006) Page 1


Be Organized - Being organized means not only being on time, but being early. Have the clients file available and a pre-designed workout ready to deliver that session. The Personal Trainer needs to be prepared for the Personal Training session, including contingency plans if the original workout plan is not possible (client tardiness, client injuries etc.). Being unorganized for the session will damage the client- trainer relationship and the long term reputation of the Personal Trainer.

Be Compassionate – Clients come in all shapes, sizes, ages, and have all had different experiences. A Personal Trainer must remember that an exercise journey will expose the client to new ideas and experiences. A compassionate Personal Trainer will seek to understand their client and help them work through their fears without judgement. Your goal is to provide them with a safe and non-intimidating workout environment.

Provide Service – A successful Personal Trainer will constantly look for ways to help their clients. Different ways you can add value to your client’s investment are: a workout diary, educational handouts, reference books to read, computer websites to visit, and referrals to other professionals. A Personal Trainer that takes the time to do the extras will be regularly appreciated.

Deliver Results – Design programs that give clients what they want – results. A great Personal Trainer tries new ideas to redirect the workout and keeps them on the positive change track.

Provides Education – The Personal Trainers responsibility is to continually teach the client new and exciting things about fitness, lifestyle and health. The client should view the Personal Trainer as an exercise specialist and source of inspiration. Update yourself constantly in these areas through conferences, books, magazines, articles, other Personal Trainers, specialists, and the Internet etc.

Regular communications and discussions – a Personal Trainer needs to express their knowledge in a way a client can grasp and use. The more educated a client becomes, the more they will be motivated to achieve their goals. Good Personal Trainers take time to discuss game plans and monitor results through assessments. A great Personal Trainer understands the need and process for change.

REMEMBER clients are usually motivated by challenge, growth, achievement, promotion and recognition. Always try to provide a proper environment for self-growth by challenging clients, giving them responsibility, and constant encouragement. Personal Trainers must develop warm relationships with each client, and regard each as worthy of genuine concern.

The Benefits of Personal Training - Why Someone Would Purchase Your Services

• Clients achieve results 3 times faster than on their own

• Clients achieve up to 80% better results than on their own

• 100% Guaranteed Satisfaction

• Individualized programming

• Assist, direct and motivate clients to get the results they are searching for

• Specialized programming–assist and train clients needing rehabilitation or sport specific requirements

• You provide unparalleled motivation and inspiration

• Target trouble areas

• Teach clients how to mix and match personal workouts with specific classes for maximum benefits

• Increase safety, decrease risk of injury

• Help clients overcome pre-conceived ideas preventing them from weight training

• Provide professional guidance / direction for exercise prescription

• Provide increased education and knowledge of physical fitness



• Help others develop a healthy, holistic approach to health and fitness that encompasses cardiovascular, lifestyle, strength, muscular endurance, flexibility, nutrition etc.

• Assist clients in achieving their goals and aspirations, beyond their wildest dreams

• Increase clients’ focus

• Improve clients’ self esteem

• Help clients become orientated into the club more quickly and more comfortably.

• Familiarize client with weight training machines, free weight equipment, and all equipment available in club

• To accompany client(s) into group activities such as Group Cycling, Fitness classes, Aqua classes etc.

• Teach clients how to make safe effective modifications to their programs on their own in the future.

• To make up programs for home, out of town, or on the road.

• Give nutritional guidance

• To allow teens under the age requirements to hire a Personal Trainer to help train for fitness to build self esteem.

• Pre and post natal Personal Training and conditioning

• Cross training to challenge your body

• To have more fun exercising/ increase enthusiasm in an existing program / decrease boredom

• Ensure consistent and proper workouts

• To increase a clients commitment / attendance

• Provide specific programming for certain body types

• Have someone who listens and shows compassion.

• Help clients overcome fears

• Give clients flexibility in sessions bought

• Clients gain prestige by having a Personal Trainer

• 70% of gym members give up within the first 12 weeks – help clients establish new positive healthy habits and a regular exercise routine

• Impart cutting edge information

• Make clients feel cared for. Be someone who sees them again and again. You’re concerned about their well being.

• Constantly giving praise and reassurance

• Introduce clients to other associates and members to make them feel like they belong

• Provide extra motivational calls

• Help people advance past existing plateaus

• Provide fun lifestyle programming, i.e. rollerblading, golf, walking groups etc

• Provide continual coaching

• Maximize time efficiency. Workouts are pre-planned to decrease time spent in the gym

• Accurate progression of routine, keeps workout fresh and interesting



What Separates The Best Personal Trainers From The Rest And

Why These Personal Trainers Command Top Pay

ROBERT DAMASHEK, President, C.S.C.S. M.A., HEALTH & PHYSICAL EDUCATION

1. Personal Image A. Walk the talk

B. Hair neatly groomed

C. Clean shirt and pants/uniform

D. Teeth and mouth cleaned

E. Clean shaven or neat beard/moustache

F. Wear clothes that represent business or associate

2. Motivation A. Smile – focus attention on client

B. Make program fun

C. Show excitement in progress of client by scheduling regular assessments

D. Develop written goals – week, month, year

E. Use voice inflections when counting reps

F. Show results of fitness testing

3. Expertise A. Personal Trainers must have degree or certification(s)

B. Experience in working with individuals and groups

C. Read at least three newsletters per week from reputable sources

D. Attend workshops on fitness, nutrition, and selling

E. Observe other Personal Trainers

F. Listen to motivational tapes

G. Use latest training techniques

H. Work with all types of training devices – balls, bands, bars

4. Care and Concern for Clients A. Obvious concern for clients’ well-being

B. Personal Trainer calls clients on regular basis to make sure program is being followed

C. Use phrases such as “we can”, “I’m interested in your success”. “I’m grateful for working with you”’ “I thought about you while on my trip”.

D. Do extra favours for clients that need help

E. Send birthday cards, handwritten note, holiday cards

F. Show appreciation for their business – tell them ”thank you for choosing me as your Personal Trainer”



5. Courtesy A. Respect all clients

B. Never gossip about clients

C. Use proper English – avoid improper language

D. Call older men and women by Mr. and Mrs. – Doctors by Dr. – ask for preference

6. Honesty A. Never cheat anyone

B. Give each client value for their dollar

C. Give sample sessions where necessary

D. Avoid “bait and switch” advertising

E. Deliver what you promise

7. Prompt and Continuous Service A. Keep scheduled appointments

B. Be on time – early is best

C. Carry appointment book

D. Get sub to fill in if you are sick

E. Appointments are never missed – except for emergencies

8. Passion to Help Others A. Compassion and empathy

B. Ability to accept and give criticism

C. Mission to get more people healthy and fit

D. Volunteer to work with any population

9. Power Words A. Use commands

B. Avoid weak words, “we should”, “we could”, “maybe”, “perhaps”, “let’s try”

C. Be assertive

D. Be in control



Will You Be Ready As Customers Learn How To Choose A Personal Trainer? Use this checklist when beginning your position as a Personal Trainer and review it occasionally to ensure you are providing the best quality service to your customers.

♦ Have you learned all the rehearsal modules in the Personal Training department to make you sales presentations comfortable for your new possible clients; have you learned how to effectively market yourself and sell your services continuously”

♦ Do you have certifications that are nationally recognized? Do you have any other exercise science degrees or diplomas? Are your certificates updated regularly?

♦ Are you trained in anatomy, exercise physiology, injury prevention, First Aid, and monitoring of exercise intensity? Have you taken the steps to do this?

♦ Do you complete proper assessments (prior, during and after programming): health and previous exercise history, injuries, current exercise participation and level?

♦ Do you have a current CPR certification?

♦ Are you able to design individualized programs? —Modify for injuries, chronic illnesses (arthritis, fibromyalgia etc.), and alternatives for people with varying fitness levels and goals or limitations?

♦ Are you willing and able to explain work out methods, benefits, proper form and the principles and reasoning behind exercise decisions?

♦ Are you able to provide a holistic approach to fitness; in other words do you assist in advising towards a well-rounded healthy lifestyle?

♦ Willing to answer questions and back up why you chose specific workouts for your client.

♦ Have you fostered a network of professionals such as physicians, nutrition experts, physical therapist or other fitness leaders to keep knowledge updated? (Resources?)

♦ Do you create a fun atmosphere—do you make someone want to stick with it?

♦ Do you take the time to provide our clear policies on tracking, billing, cancellations, etc. in writing?

♦ Do you provide enough availability and flexibility in your schedule for clients’ needs?

♦ Group Training—spread attention out, pay attention to detail, heard clearly, smooth transition, and organized.

♦ Encourage non-competition—make all winners.

♦ Are you friendly and interested in the client as a person?

♦ Do you focus and talk about yourself all the time?

♦ Do you keep current with research through associations, memberships, journals and educational events?

♦ Can you provide references from clients and established industry professionals regarding your knowledge and your abilities?

♦ Do you provide and develop safe and realistic goals without promising unattainable results?

♦ Do you keep accurate and consistent records of clients’ workouts, nutrition, and any other pertinent information that may affect your service?

♦ Do you exhibit excellent listening skills and communicate well? (Based on a referral)



Being a Top Personal Trainer- Continuing Your Education How? Personal Trainers stay at the top of their field by constantly self-educating. As you know, the first step to your education is to get your CAN FIT PRO PTS Certification. You need to be certified within 3 months of employment. To be a top Personal Trainer, GoodLife has provided Personal Trainers with a variety of educational avenues to train and motivate themselves. You will quickly see how realistic it is to be the best in your community and the country.

What else is available?

1. The GoodLife Fitness Education Course This 8 hour course was designed to help passionate people enter an industry that is rated as one of the top 10 most rewarding and rising career choices in North America. It is designed to provide information on the basics of anatomy, physiology, and exercise prescription. As well, it trains you on our three signature programs: the Fit Fix, Personal Training at the point of sale workouts, and the Fat Loss Program so you can be successful in your first 3 months. This stepping-stone to your Can Fit Pro Certification will make it easy and convenient for you to increase your education and fitness knowledge. This course will teach you how to properly and professionally approach members, utilize your fitness knowledge to assess their needs, goals and timeframes, successfully prescribe exercise programs, and deliver results. Upon completing this course, you should print your diploma and put it up in your PT Assessment Office as well as in your Personal Training club testimonial binder. (This is part of the initial base camp training).

2. E- Learning in Conjunction with This Manual Always take time to refer back to the basics.

3. The GoodLife Personal Training Specialist Sessions A GoodLife Personal Trainer Specialist holds these sessions in your region to introduce new programming. The GoodLife clubs recognize that the more trained an employee, the more confident and successful they will be. The session presenter will train and educate all Personal Trainers on a particular topic, like nutrition, sports specific, stretching etc. The session material is posted on PT on the Net. Another benefit for Personal Trainers is that they can copy the package they are given and then teach the public on the subject matter. This is a fantastic way for a Personal Trainer to generate new clients.

4. Regular Meetings GoodLife Personal Trainers have the privilege of receiving extensive initial and ongoing training. Within your first month of employment, a Personal Trainer will attend one full week of Base Camp new hire training to learn about all aspect of the club and how Personal Trainers fit into that picture. In addition to this training you will also receive:

ϖ For your first 3 months of employment as a Personal Trainer, you have weekly half hour individual training sessions with your Fitness Manager to provide individual development to become a successful Personal Trainer.

ϖ 10 Minute Meetings with your Fitness Manager 3 times per week to help you stay focused on your goals and the necessary steps to achieve them.

ϖ Attend monthly the Club Kick Off meeting and your Team Department Meeting to update yourself on new and exciting club events and new marketing focuses for the month



5. Massive Circle of Influence As a Personal Trainer with the GoodLife Clubs, you have almost 100 other Fitness Managers, Personal Training coordinators and approximately 800 Personal Trainers to call for resources or advice. The Member Services Department can be reached directly for support or direction and has connections all throughout the Personal Training world.

6. Personal Training on the Net

GoodLife Fitness has purchased a yearly membership to PT on the Net for all GoodLife Personal Trainers so they can access this incredible website anytime. Once employed as a Personal Trainer at GoodLife you can provide PT on the Net with your website address and you will receive your own password for easy, free access. PT on the Net is committed to expanding knowledge and function in fitness

Here’s a quick overview of some of the website’s features:

• GoodLife Section to learn our Programs. I.e. CORE Program, Women on Weights, Golf Program, etc.

• Over 250 detailed articles about Personal Training

• New articles added every month

• Library of Exercises and Stretches (Video and Audio)

• Research Corner with Questions/Answers

• Glossary of Words and Terms

• Free Continuing Education Credits – (3 out of 4 free a year are available)

• Free Newsletter

• Registered Listing of Personal Trainers

• PT on the Net Rewards Program

Personal Training on the Nets’ ever-growing stable of internationally renowned health and fitness authors churn out 6 new articles on a variety of topics every 2 weeks, adding to over 1,300 pages of great information geared to boost the awareness of today’s Personal Trainer!

Articles may include: • GoodLife Corporate Content • Resistance Exercises and Stretching Library

• Advanced Workout • Research Corner Q & A

• Sports Specific • Special Populations

• Post Rehabilitation • Research Reviews

• Workouts • Nutrition

• Business Development • Aquatic Fitness

• Programming • Low Fat Recipes

• Lifestyle Management



Personal Trainers tools • Books and Publications • Software

• Videos and Audio • Training Programs

• Products • Posture Analysis/Test

• Save Client Programs • Anatomy Guide

Continuing Education Advanced Certifications • Members of Personal Training on the Net can receive Continuing Education Credits in the USA,

Australia and Canada

• Obtaining Continuing Education Credits through the web site is FREE for our members and the convenient on-line exam process saves time and money

Continuing Education Credits are available with: ACE, NASM, NSCA, NCSF, ISSA, AEA, BCRPA, AFAC, CAN FIT PRO

Research Corner Topics • Hysterectomy • Knees and Cardio

• Sherwin’s Disease • Shin Splints

• Osteoarthritis • Ice Hockey

• Lupus • Weight Belts

• Bruising • Lifting Posture

• Villondular Sinovitis • Water Polo

The Personal Training on the Net newsletter is a FREE publication which provides updates on new topics, trends and techniques in the Personal Training industry, authors views and comments on the industry, and much more!

PT on the Net has the ability to ability to pre-design a workout program for the Personal Training client based on their needs and goals. The designed programs from this service will provide pictures/diagrams and graphics, which will be made available to the client through a printed out copy or emailed text.

Personal Training on the Net newsletter is emailed to anyone who has logged onto the site!

In the "Resistance Library" section, Personal Trainers can now select the "Body Part" section (i.e.: back) to gain access to either "Functional", "Home" or "Fixed Exercise" categories…. These are items that the Personal Trainer will be able to offer their clients either in the club during a Personal Training session or at home on their own!

More monthly articles and new authors are being added consistently to keep you updated in today's latest trends in Personal Training.

The site offers a service that if a Personal Trainer logs on and enters a request that they wish for information on "running", any type future information related to that topic will be emailed to that Personal Trainer automatically.

In the "Question" section, there are currently 3 researchers who will answer all the questions posed, also giving references for additional information.



Personal Trainers wanting to post a question(s) or who have inquiries on a specific topic, need simply to hit the "Contact Us" button to place their question directly to Personal Training on the Net. Personal Trainers are strongly recommended to review the previously asked questions first, so as not to duplicate questions already posted.

The "CEC" section has a current listing of all available supporters (CanFitPro is included in the listing). The "Exam" section will list all exams that are available for a Personal Trainer to write to keep active their certifications. If an exam is listed, yet you can't get it to download, Personal Training on the Net can email it to you directly. All the exams are updated every 6 months. All certification for "CEC's" usually have about 48 to 72-hour turn around time to get approval. The site protects all marks so that CanFitPro can approve the status of the applicant. It is the Personal Trainers responsibility to send the exam for marking to CanFitPro to receive CEC’s

INCREDIBLE NEWS: YOU CAN OBTAIN 3 OUT OF 4 CEC’S PER YEAR FREE WITH PT ON THE NET!

There is a ‘Program Feature” for ‘Special Populations”. These are guidelines for Personal Trainers to use when creating a workout program for clients with specific and common needs and/or goals.

Believe it or not, there is much much more! – Start with the newsletter and work your way through little by little.

7. The PT Express The GoodLife Member Services Department sends out a bi-monthly newsletter to all Personal Trainers. The newsletter helps Personal Trainers stay educated on some of the latest tips in exercise, business and company communications. Personal Trainers must complete the application on CARE to receive a copy of the newsletter.

8. The GoodLife Specialty Programs / Services The Personal Training Department has developed the following programs for our Personal Trainers:

• The 6 Week Fat Loss Program

• The Winter Weight Loss Program

• The Summer Sizzler Body Makeover Program

• The Fit Fore Golf Program

• The First Step Running Program

• CORE Training Program

• WOW- Women on Weights

• Gravity Training

• The GoodLife Healthy Heart Program

• Body Fit 60 Programs- Stability Ball, free weight, and resistance bands programs

• Complete Fitness Appraisal

Just by reading through these programs, you will gain confidence to sell these programs and build your clientele. It is highly suggested that you ask for a copy of each booklet from your Fitness Manager in your first few weeks of employment.



GoodLife Personal Trainer Income Opportunities At the GoodLife Fitness Clubs there are 4 levels for Personal Trainers. This structure allows for compensation commensurate with education, qualifications, and sales, but mostly relational abilities. The more time a Personal Trainer dedicates to their own development and education, the more they will be compensated.

A Personal Training associate can be promoted to a higher level once they have received an “Above Average Performance” score on their performance review and shadowing evaluation. In addition, a Personal Trainer must have consistently achieved their revenue goals for 6 months consecutively.

Rates

• You may only charge the rates applicable to the category of Personal Trainer for which you have identified yourself. You cannot charge different clients different rates, unless a special approval has been made by your Fitness Manager. If you are promoted and your fees increase as a result, your current clients will have to pay the elevated rates at their renewal time.

• All insurance claims must charge Personal Trainer single session rates. Call the Member Services Department for assistance and details.

• No free Personal Training sessions are given without approval.

Premiums

• Every Personal Trainer is paid a premium. It is an additional amount above your hourly base wage. There is a different premium for every level of Personal Trainer. This is explained in full detail beginning on page 17.

• You will be paid the premiums applicable to the level of Personal Trainer for which you have identified yourself.

• **In the event that you are promoted to a higher level of Personal Trainer, you will be paid the new premium only on all new sales.

Commissions

• All associates that sell Personal Training services will receive a 10% commission on the following: Personal Training sessions, Group Training Specialty Programs, Body Results Opportunities, Complete Fitness Appraisals, Perks and Group Specialty Training. The commission is so high because it covers the time it takes an associate to prospect for clients and complete the consultation appointment. Therefore commissions pay for the time it takes to book and complete consultations.

• $100.00 commission paid on any Fat Loss Program sales.

Personal Training at the Point of Sale

• Personal Training at the Point of Sale Appointments: These are sessions sold by the membership coordinators only at the time of the membership sale. All Personal Trainers are paid $6.00 per half hour session. This will be explained in full detail on page 16.

Record Keeping • All levels of Personal Trainers will be provided access to our CARE computer tracking system and it is

their responsibility to use this, to keep detailed, accurate records of their clients and the service provided to them.

• Every session must have a confirmation sheet which the Personal Trainer has the member sign.



• All confirmation sheets must be given to the Club Administrator daily. All monies collected and

sessions used are to be recorded and initialled by the member at the time they are serviced. The Club Administrator and Fitness Manager will check these for completion on a regular basis.

• NON MEMBER RATES – You must charge $10.00 more per session to non-members and fill out a regular membership contract stating “No Funds- non- member Personal Training see PT contract #”. This $10.00/ session goes to membership sales or guest fees. Fill out and attach a Personal Training Agreement to this contract so the client is aware of your policies and procedures. The extra $10.00, covers their use of the facility, no extra commissions are paid or premiums awarded.

How Do You Know What Level Of Personal Trainer You Should Be? Personal Trainer

Suggested Certifications 1) GoodLife In-House Training and Fitness Education Course

2) CPR

3) Can Fit Pro, PTS or Nutrition

Scheduling Must have a minimum of 10 hours per week of scheduled clients (excluding PT @ POS clientele). A new Personal Trainer will be given a 2 month period in which to build up a client base that will provide them with the required 10 hours of training per week and to meet their required revenue goals, as indicated on the 3 month revenue contract.

Minimum Wage potential including commission, premium and base of $8.00- $10.00 per hour $17.20 to $19.20 per hour

Master Trainer


2) CPR

3) Can Fit Pro, PTS, Nutrition

4) Additional certifications – Pilates, BOSU, ACE, ACSM, NSCA, etc.

5) Exercise Science Degree / Diploma or when you feel you can charge these rates

6) Minimum six months of proven quality service at Personal Trainer level and performs regular administrative duties, or minimum of 1 year of Personal Training or related industry experience.

Scheduling Must have a minimum of 10 hours per week of scheduled clients. The Personal Trainer will be given a 2 month period in which to build up a client base that will provide them with the required 10 hours of work per week and achieve their required revenue goals, as indicated on the 3 month revenue contract.

Minimum Wage potential including commission, premium, and base of $8.00- $10.00 hour $25.20 to $27.20per hour



Elite Trainer


2) CPR


4) Additional Personal Training Certificates - Pilates, BOSU, ACE, ACSM, NSCA, etc

5) Additional Can Fit Pro Certifications

6) Exercise Science Degree/ Diploma or when you feel you can charge these rates

7) Minimum six months of proven quality service at Master Trainer level and performs regular administrative duties, or 2 years of Personal Training experience.

Scheduling Must have a minimum of 10 hours per week of scheduled clients. The Master Trainer will be given a 2 month period in which to build up a client base that will provide them with the required 10 hours of work per. and achieve their revenue goals, as indicated on the 3 month revenue contract.

Minimum Wage potential including commission, premium, and bases of $$8.00- 10.00 hour $33.20 to $35.20 per hour

Elite Trainer Plus


2) CPR


4) Additional Personal Training Certificates - Pilates, BOSU, ACE, ACSM, NSCA, etc

5) Additional Can Fit Pro Certifications

6) Exercise Science Degree/ Diploma or when you feel you can charge these rates

7) Minimum six months of proven quality service at Elite Trainer level and performs regular administrative duties, or 3 years of Personal Training experience.

Scheduling Must have a minimum of 10 hours per week of scheduled clients. The EliteTrainer will be given a 2 month period in which to build up a client base that will provide them with the required 10 hours of work per. and achieve their revenue goals, as indicated on the 3 month revenue contract.

Minimum Wage potential including commission, premium, and bases of $8.00- $10.00 hour $41.20 to $43.20 per hour



Programming Opportunities and Compensation 1. Personal Training at the Point of Sale Sessions (PT@POS) - 30 minute session

New members have a one-time opportunity to purchase Personal Training at the point of sale on the day they purchase their membership. Each session is pre-designed and trained using a Health Solution Guide. Not only is this a high quality paid lead for any Personal Trainer, but it also gives the Personal Trainer the opportunity to provide the member with a fantastic experience, which should lead to renewals.

The Personal Health Solution Guide is a packet of 6 appointment cards matching each session the client will do with their Personal Trainer. On each card there is a full outline of what they are receiving on the session and an educational topic:

• Cardiovascular • Body Composition

• Resistance Training • Flexibility

• Nutrition • Staying on Course

The Cards are given to the client one at a time at the end of each session. i.e. the Personal Trainer will give Session #4 card at the end of Session #3.

Each ½ hour session contains:

• A portion of the Fitness Assessment

• 3-5 minutes of cardiovascular demo and warm-up

• 6-8 Key Fit Fix Exercises • Stretching

• A reference to The 7 Steps Workbook

• An educational discussion from the Health Solution Guide

The Health Solution Form is a comprehensive consultation the Personal Trainer uses to record all pertinent information from each session (this stays in the members file). This tool gives the Personal Trainer all the information necessary to set new goals and renew the client on the appropriate programming.

Pricing: $129 – 6 sessions

$229 – 12 sessions

Purchased only from a membership coordinator with a new membership

Service Wage: $6 per 30 minute session

2. One-On-One Personal Training Sessions – 30 minute or 1 hour

More people decide to invest in Personal Training for motivation over every other goal. The next reason is results!

Studies have clearly shown that people who work with a Personal Trainer will achieve up to 80% better results than on their own! Personal Training is just that – personal! Every session is unique to the clients’ body type, needs, goals and the time frame with which they want to achieve their results.

Every package provides a book to record all aspects of health and fitness – cardiovascular and strength training workouts, sleep patterns, before and after photos, flexibility, assessments. . . . the list goes on.

You may use any and all tools necessary to provide your client with top quality training. You may use 1 or 2 sessions for program design if extensive research is necessary, 1 or 2 for conducting pre and post fitness assessments, and any other assessments or tests you deem necessary.


mailto:PT@POS


Every club has a variety of equipment for you to use for client workouts including free weights, circuits (some clubs have Personal Training circuits for use by Personal Trainers and their clients only), medicine balls, thera balls, variety of cardiovascular equipment and much more. Pricing:

Personal Master Elite Elite Plus 1 Hour ½ Hour 1 Hour ½ Hour 1 Hour ½ Hour 1 Hour ½ Hour

1-9 Sessions $49 $29 $59 $39 $69 $49 $79 $59

10-19 Sessions $46 $27 $56 $37 $66 $47 $76 $57

20 or more Sessions $42 $25 $52 $35 $62 $45 $72 $55

Non-Member: Add $10 per session

Sales Person paid: 10% commission

Service Pay per session: Base Wage+ Premium Wage [1/2 or 1 hour] (i.e. 1 hour Master Trainer Level: $8 base per hour + $12 premium per hour = $20/hr)

Sell and Service Pay per session: 10% commission + base wage + premium wage

(i.e. Master Trainer sells a 1 hour session: $5.90 commission + $10 base + $12 premium = $27.90/session)

Example:

If a Master Trainer sells a client 10 1-hour sessions then: The cost of the programming is $560 (without tax) The Master Trainer receives $56 commission. Each session the Master Trainer is paid $8-10 base wage + $12 premium wage= $22 per hour session Therefore, to train 10 sessions, the trainer is paid $22 x 10 sessions= $220 Total pay for selling and servicing 10 Master Training sessions is: $56 + $220= $276 or $27.60 per hour session

3. 6 Week Fat Loss Program – 30 minute sessions 3 X/week for 6 weeks

The 6 Week Fat Loss Program is GoodLife’s most successful nutrition, hydration and Personal Training program. The program has an amazing 97% success rate! This program is a lifestyle template because it provides a full meal plan, 20 half hour sessions, easy to prepare recipes, shopping lists, and a daily journal, all to guarantee that your client has amazing success.

If the client follows the program thoroughly, they are guaranteed to achieve:

Women Men

Lose 9-12 lbs of fat

Or

Trim 6-11 inches total,

Reduce 2-3 inches off waist, hips and thighs,

Increase 2-4 lbs of muscle,

Increase strength by 40-100%!

Lose 13-19 lbs of fat

Or

Trim 6-11 inches total,

Reduce 2-3” off of waist and hips,

Increase 3-4 lbs of muscle,

Increase strength by 40-100%!

or they receive 100% of their money back!



The program includes a meal plan designed by a registered dietician with delicious food options and recipes for at home, on the run and vegetarians.

This program is the best option you can offer to anyone who needs to lose 20 or more pounds!

Personal Trainer Master Trainer Elite Trainer Elite Plus Trainer

Member $599 $699 $799 $899

Non-Member $799 $899 $999 $1099

Sales Person paid: $100 commission

Service: each ½ session: ½ base + ½ premium (i.e. Master Level = $4 base + $6 premium = $10 per 1/2 hour session)

Sell and Service: (i.e. 1 Fat Loss Program session, Master rate: $5 commission + $4 base + $6 premium = $15)

* Each club has a Fat Loss Program Training manual. Please ask your Fitness Manager or General Manager for a copy to study.

4. GoodLife Healthy Heart Program – ½ hour session 2 X/week for 8 weeks, first and last sessions are one hour in length

Heart disease is known to be the #1 killer in North America. Since many of the risk factors affecting heart disease are controllable with healthy lifestyle habits, we have designed a preventative program to keep our members hearts healthier so they live longer, happier, and more fulfilling lives. The GoodLife Healthy Heart Program is a proactive preventative 8-week cardiovascular program and heart health education! As a Healthy Heart Coach your job is to educate your clients on how they can improve their heart health by improving and changing the controllable risk factors of heart disease.

Each program contains:

• pre and post assessments so your clients “KNOW THEIR NUMBERS”

• daily education on topics including stress control, nutrition, lifestyle, types of cardiovascular training, strength training and goal setting etc.

Each program includes a Healthy Heart Training Book and a high quality heart rate monitor to keep to educate and assist your client in learning how their heart responds to training, stress, etc.


½ hour sessions $599 $699 $799 $899

Maintenance Program

$549 $649 $749 $849

Non-Members: Add $10/session


Pay Structure per Session: 1/2 hour base + 1/2 hour Premium (i.e. Master Level: $4 base + $6 Premium=$10 per 1/2 hour session) For 1 hour maintenance session: 1 hour base + 1 hour premium (i.e. Master Level: $8 base + $12 premium = $20).



5. Winter Weight Loss and Summer Sizzler Programs – 1 Hour each session 1 X/week for 6 weeks

This is an excellent choice for anyone who wants to get approximately ½ the results of the Fat Loss Program in only 1 session per week. The Summer Sizzler and Winter Weight Loss Programs are low cost, six week weight loss programs designed to give clients excellent results with minimum time commitments. Each session is composed of a quick and effective active-rest circuit workout (lower body exercise followed by and an upper body exercise) for 6-12 exercises X 2-3 sets. The member receives pre and post measurements and blood pressure, heart rate and body composition analysis. Each session also includes an educational component on topics such as: reducing fat, calorie calculation, hydration, power posture, vitamins and minerals.


Cost: $349 $399 $449 $499

Non-Members: Add $10/session


Trainer Pay Structure per Session: 1 hour base + 1 hour Premium (i.e. Master Level: $8 base + $12 Premium=$20/session)

Sell and Service: 10% commission + base + premium (i.e. Master rate per session: $6.65 commission + $8 base wage + $12 premium wage= $26.65/session)

6. Group Personal Training – ½ or 1 hour sessions

Group Personal Training is Personal Training in a small group setting. Groups are made up of 2-6 participants who have come together for training for social reasons, to have fun, obtain similar results, and to save money. It is also a chance for the Personal Trainer to make more money per hour worked and gives the opportunity to renew 1-on-1 training.

This type of Group Training does not require a submitted proposal but it is important that the Personal Trainer ensures that proper research and preparation is done in order to deliver professionalism to this group and that it does not overlap any of our current GROUP SPECIALTY TRAINING PROGRAMS. This training provides huge savings to the clients while having fun by working out together, not to mention the amazing results they receive! A few examples of Group Training are: 1. Group Circuit Training- half of the clients are on specific pieces of cardiovascular training equipment for 2 minutes while the remaining clients are on the strength training circuit working to muscle success, 2. Create a theme for the groups such as Couples Training, Mother and Daughter Programming, etc. Whatever you can imagine, you can create Group Training to fit!

Group Training requires a more efficient effort on the Personal Trainers’ part to ensure that all participants are cared for and supported. The Personal Trainer must also excel in their coaching abilities as well.

All Group Training participants must fill out a PT Agreement and check off the Group Training box (you may split the entire cost of training among the group members). The Personal Trainer tracks the sessions accordingly for payroll.

Cost: 1 participant is charged full price, each additional client is charged ½ price for each session. The total cost of each PT Agreement is then added together and divided evenly among all clients so everyone pays the same lower rate.



Example:

Three friends purchase 10-1hr Master-level sessions of Group Training

1st client is charged $56 per session,

2nd client is charged $28 per session, and

3rd client is charged $28 per session.

Therefore, in total the cost is $56 + $28 + $28 = $112 per session.

The cost is then divided evenly among each client. $112/ 3= $37.33 per person per session

Total Cost for 10 of these sessions is: $112 x 10 sessions= $1120 (without tax)

Or $37.33 x 10 sessions= $373.33 each client (without tax)

Total Cost (GST Included): $1198.40 or $399.47 each (>$160 in savings)

Pay Structure: Base Wage for time plus 1 full premium plus ½ premium for each additional client.

Sales Person paid: 10% commission of all sales

Payout to Trainer for 3 Group Training clients at Master level: $8 base + $12 premium + $6 premium + $6 premium = $32 per session = $32 per session x 10 sessions = $320 plus $112 in commission = $432 or $43 per session

What a great way to save time, save your participants money, make yourself more money and have fun in your group setting!

7. Group Specialty Training – GST

One of the latest trends in the fitness industry is training in small groups. More and more people are requesting this type of programming because it is fun, affordable, adds variety to their programming, and fulfills a social need that so many people are looking for in fitness clubs today. Group Specialty Training is a series of pre-designed workouts, or if you are confident in your abilities, you can design your own program, for a specific group of 6 or more participants. You can retrieve all the materials necessary to implement these programs including: marketing tools, Personal Trainer workbook, and information on how to prepare for the session and, handouts and resources.

GST is a very lucrative way to increase your revenue with less training time, diversify your training, have fun, and renew more people as one-on-one Personal Training clients. In a session of 8 clients, you can expect 2-4 to renew on one-on-one training. Any Personal Trainer who wishes to propose a new GST Program must submit a proposal on Wednesdays only (available on public folders, see your FM for access to this) to Maureen Hagan at [email protected] no later than 6 weeks before the date of the first session.

Current pre- designed GST programming includes:

• WOW-Women on Weights

• CORE Circuit Training

• Fit Fore Golf

• Running Programming

• Gravity Programs (offered in selected locations)

*These predesigned programs are available through PT on the Net.

Cost: Varies depending on program and region



mailto:[email protected]


Service Associate paid: 30% commission

Sell and Service: 40% commission

Example: WOW program (2 times per week for 6 weeks): 12 one hour sessions

Cost: $169 each person

16 people registered per session: $2704

Trainer’s Service Payout: $811.20 or $67.60 per session

Sales and Service Payout: $270.40 commission + $811.20 = $1081.60 or $90.13 per session

8. Group Ex Specialty Programs – GESP

With an increased interest and participation in Group EX over the last few years, clubs are more confident in promoting Group EX specialty programs such as: yoga, Pilates, Tai Chi, kids fitness, dance based classes etc. With members increased awareness of the benefits associated with yoga, Tai Chi and Pilates (through their experience with BodyFlow and the media), we are confident that clubs can successfully implement and, in some regions, charge an extra fee for these specialized programs.

All such Group EX Specialty Programs will be promoted as complementary programs to Newbody and the six core BTS programs presently offered. They will be promoted off the group fitness schedules as short-term 6-8 week programs, not classes. Pre-registration will be required and the fee will vary. Instructors or club associates interested in offering such program(s) will be required to complete a “Group EX Specialty Program Approval Checklist for Success” form no later than 6 weeks prior to the start of each program. (available on public folders from your fitness manager/ PT Coordinator/ general manager)

GoodLife Fitness Clubs may not necessarily employ the instructor hired/scheduled for these program(s) or do they need to be exclusive to the company (as long as they teach the specialty program). Please contact your club’s Regional Group EX Manager if you have questions or contact Fitness Training directly.

Cost: Vary, length of sessions also vary.




9. Body Results Opportunity (BRO) - 30 minutes

The BRO is an accurate, private, non-invasive assessment and consultation using the BRO Form and the BC1-Body Composition Scale. This is a 5 page illustrated Health Risk Assessment that will assist you in selling larger packages by creating an act now response. Why would you want to sell this? At a minimum, we recommend that each member has two of these appointments per year to ensure that they are maintaining or improving their health status. In most cases, the member will purchase Personal Training because of this information.

What important information does the member receive?

• Total Body Weight

• % Body Fat

• % Lean Mass

• Blood Pressure

• Heart Rate

• Total % Body Water



• Total Daily Caloric Expenditure

• Disease Propensities and Related Risks

• All of this in a customized report and consultation with a Results Specialist/Personal Trainer

• An exercise prescription is given and recorded on the BRO Form.

• Any members who have been with us prior to April 1st, 1999 receive the 1 page BRO or a Fitness Assessment free of charge.

• All BROs must be prepaid before the appointment date.

Cost: $25.00


Service Associate paid: 40% (no hourly wage is paid) commission


10. Seminars – Length and Type May Vary

Seminars are an excellent tool to help Personal Trainers increase their exposure, add variety to their jobs, increase their marketability and credentials, and increase their personal revenue. Seminars are held internally or externally, to members and non-members. This is used as an excellent tool to generate new Personal Training prospects. By having an attendance of 15-20 people in a seminar a Personal Trainer should be able to generate a minimum of 3- 5 new clients per seminar.

GoodLife can provide you with pre-designed seminar packages complete with handouts, teaching materials, cost, marketing tools and preparation materials. You may also design and run your own seminar, with approval from your FM/PTC and Member Services Department. Please ask your Fitness Manager /PT Co-ordinator for computer access to the seminar approval checklist located in Public Folders. Once completed, your Fitness Manager will email the checklist to [email protected] on Wednesdays only. For pre-designed seminars and tips on how to run a successful Personal Training seminar refer to your club Seminar Manual.

These Seminars are:

1. 6 Week Fat Loss Program Seminar

2. Fitness For Women Of All Ages

3. You Are What You Eat

4. Healthy Heart

5. W.O.W. – Women on Weights

Cost: Varies (Seminars can range from $15 up to $250 depending on the length, quality, and materials provided)




For example: 10 members attend an Abs of Steel Seminar for $20. Therefore, $200 generated in revenue. If the Personal Trainer sells and services all 10 people, they will earn $100.


mailto:[email protected]


11. Perk – 15 Minutes

A 15 minute session in which a Personal Trainer can provide a member with exceptional motivation which will enhance the client’s training, attendance and results. This could be in the form of nutritional counselling/weigh- in (i.e. like Weight Watchers), weekly goal setting, spotting or correcting form, AB workout or measurements etc.

Cost: $15.00


Service Associate paid: 40% commission (no hourly wage is paid)


12. Complete Fitness Appraisal (CFA) - 1 Hour

The CFA is an excellent assessment option for your clients to use to assess if they are maintaining or improving their current fitness level. It is intended to be completed at least 2 times per year as a measure of your clients “fitness age”. The Complete Fitness Appraisal is a 1 hour series of advanced assessment protocols to give a full analysis of the fitness level of an individual on 5 levels. These include:

• Aerobic Tests

• Body Composition

• Flexibility Tests

• Muscle Power Tests

• Muscle Endurance Test

Cost: $58.00


Service Associate paid: 40% commission (no hourly wage is paid)


*A training video and manual are available for you to use. Ask your Fitness Manager for details.



PERSONAL TRAINING PROGRAMS - PRICING Jun-05

All Provinces Excluding Quebec: QUEBEC

Staff Personal Master Elite Elite Plus Personal Master Discount Trainer Trainer Trainer Trainer Trainer Trainer

PERSONAL TRAINING: -30% Renewal Renewalprice per price per price per price per Regular from POS Regular from POS

1 Hour Sessions: session session session session PT Rates Rate PT Rates Rate1-9 sessions 49.00$ 59.00$ 69.00$ 79.00$ 49.00 47.00 59.00 57.0010- 19 sessions 46.00$ 56.00$ 66.00$ 76.00$ 46.00 44.00 56.00 54.0020+ 42.00$ 52.00$ 62.00$ 72.00$ 43.00 41.50 53.00 51.00

1/2 Hour Sessions: 30%1/2 hour: 1- 9 sessions 29.00$ 39.00$ 49.00$ $59.00 29.00 28.00 39.00 38.00 10- 19 27.00$ 37.00$ 47.00$ $57.00 27.50 26.50 37.00 36.00 20 + 25.00$ 35.00$ 45.00$ $55.00 26.00 25.00 35.00 34.00

Non-member *add $10 per *add $10 per *add $10 per *add $10 per

session session session session

BRO - Health Risk Assessment $25 $25 $25 $25 same

Complete Fitness Appraisal CFA $58 $58 $58 $58 same30%

Perk 30% $15 $15 $15 $15 same

FAT LOSS : 6 weeks -30%1/2 hour, 3 x per week (20 sessions)Member 599.00$ 699.00$ 799.00$ $899 must divide the total price by 20 sessionsNon-member 799.00$ 899.00$ 999.00$ $1,099

Healthy Heart: 8 weeks 1/2 hour, 2 x per week -30%Member 599.00$ 699.00$ 799.00$ 899.00$ must divided the total price by 16 sessions.Non-member *add $10 per *add $10 per *add $10 per *add $10 per


Renewal / Maintenance Program1 year program -30%1 hour, 1 x per month 549.00$ 649.00$ 749.00$ 849.00$ must divide the total price by 12.Non- member *add $10 per *add $10 per *add $10 per *add $10 per


W.O.W. Women on Weights: 6 weeks1 hr, 2 x per week noneGroup (min. 7 people)Greater Toronto Area, Ottawa: $189 $189 $189 $189 must divide the total price by 12 sessions.

Others: $169 $169 $169 $169SSM, N.B., East & West Provs.: $149 $149 $149 $149



GOLF : 7 weeks1 hr, 2 x per week noneGroup (min. 7 people)

Greater Toronto Area: $249 $249 $249 $249 must divide the total price by 14.Others: $199 $199 $199 $199

SSM and Fredericton: $169 $169 $169 $169Non-member *add $10 per *add $10 per *add $10 per *add $10 per


RUNNING : 8 weeks1 hour, 2 x per week noneGroup (min. 12 people)Greater Toronto Area, Ottawa, and Quebec: $85 $85 $85 $85 this rate is below the $100 maximum for pre pa

yOthers: $65 $65 $65 $65 of services, therefore collect the entire ammoun



SUMMER SIZZLER / WINTER WEIGHT LOSS PROGRAM: 6 weeks 1 hour, 1x per week noneMember 349.00$ 399.00$ 449.00$ $499.00 must divide the total price by 6.Non-member *add $10 per *add $10 per *add $10 per *add $10 per


CORE : 4 weeks1 hour, 2x per week none $120.00 $120.00 $120.00 $120.00Greater Toronto Area, Ottawa must divide the total price by 8.

Others: $99.00 $99.00 $99.00 $99.00Non-member *add $10 per *add $10 per *add $10 per *add $10 per


Body Fit 60 Programs1 hour, 3x/ week, 8 weeks -30%Member $1,099 $1,399 $1,699 $1,999.00 must divide the total price by 24.Non-member *add $10 per *add $10 per *add $10 per *add $10 per


Body Fit 60 Programs 1/2 hour, 3x /week, 8 weeks -30%Member $699 $899 $1,099 $1,299.00 same as aboveNon-member *add $10 per *add $10 per *add $10 per *add $10 per



MARKETING AND PROSPECTING

FOR YOUR PERSONAL TRAINING

BUSINESS


MARKETING TOOLS TO BECOME A SUCCESSFUL PERSONAL TRAINER How Will Members Know About You and the Services You Offer? Now that you know, what a Personal Trainer is and what your services are, your next step in beginning your business is to know how to begin to get your name out in your club. By creating a plan in advance, you will leave nothing up to chance and will have much faster success building your future clientele. When beginning your marketing plan, you need to take it Step by Step. Think of the 5 W’s: WHO, WHAT, WHERE, WHEN and HOW

Step One: WHO are you going to Market to? Who is Your Target Market?

Think of who the majority of the people are working out in your club. For example, are they?

1. Seniors using the club between hours 9 and 11 AM 2. Business persons using the club between 12 noon and 1:30PM 3. Young Mothers with pre-schoolers using club between 2 and 5PM 4. Couple using the club in the evenings

Fact: Women between the ages of 35-50 dominate the PT clientele world-wide *Pick one or two groups and use this as your ORIGINATING FOCUS when developing your Personal Training Marketing Plan, this called Target Marketing.

Step Two: HOW to find out what your Members Want Help with (What People Will Buy)

Use the Member Interest Profile Questionnaire (this section page 42) during walk-arounds, Member Ambassador shifts, speak at the end of Group Ex Classes, set up a booth at your reception area for an hour on a busy Monday evening or Saturday morning, etc.

To increase participation on the questionnaires, offer an incentive. I.e.: complimentary PT consult, free seminar, free juice, etc.

Rehearsal to approach someone: “Hi, how are you? I was wondering if you could take the time to fill out a quick survey so we can better serve our members with programs they are interested in……As a thank you, I would like to offer you a free juice, thank you for your time.”

Step Three: What Tools to Use for Marketing Personal Training * Modules and references are available in the PT Handbook Top Prospecting Tools Section

It is essential that every month, you use a minimum of 3 different tools/ avenues to market yourself

BE PRESENT! Work out in your club, clean the changeroom, and socialize with members at the club. If you want to be a Personal Trainer between 9:00 AM and 1:00 PM, you need to be there in the first place!

Accept PT @ POS clients (they renew almost 90%) Fill out the PT Biography template (located on Public Folders) and place it on the PT Bulletin Board In your personal dossier (include your background, specialties, experience, credentials, success

stories, copies of your certifications, formal and action picture).



Tools Continued Include your success stories and testimonials in club booklets and create your own success binder

with different sections like; rehab, abs, flexibility, weight loss, strength gains, cardiovascular conditioning, Healthy Heart Clients, PT @ POS clients, etc.

Train your CSRs, MAs and MCs so that they promote you to everyone they talk to. Consider giving them 1 free Personal Training session for every client they get you.

Introduce yourself in Aqua classes (PT in the pool) Attend RPM, Group EX classes, Body Pump- correct form/ provide free spotting for members. Have

a draw for a free consultation at the end of the class Referral Programs-referrals are the best lead you can have! Everyone trusts what his or her friends

have to say about you. Call the members on the Member Additions List that did not purchase PT @ POS. Offer them a free

consultation. Find your niche: become your resident expert i.e. Weight Loss Expert, Running Expert . . . and

advertise it that way (pick something that you have a lot of success at and promote that way). Upgrade your education and knowledge to better service your clients and attract news ones.

Follow up calls to members who purchased PT @ POS and did not complete the appointments or did not renew. They need follow up to see if they are working out on their own or if they need your help.

Follow- up on old unsold consults Healthy Heart Blood Pressure Reading Pads- your members should be leaving theses pages in a

box beside your clubs’ blood pressure machine. This is a perfect way to follow- up with a consultation.

Offer to do free fitness assessments, fat testing, etc. to new or old members for 1 day only! (use your results chart)

Set up internal ballot boxes- invite them in for a free ½ hour needs assessment with you (scripts in PT Handbook page 116)

Set up external ballot boxes/ cross promotions with a local sports store, weight loss clinic, grocery store, lingerie store, swimwear store, etc.

Give free juice/ water to attract attention/ handout a healthy recipe As a thank- you to your clients, have a “Bring a Friend Day”. Allow them to bring in 1 friend to join

them for a free workout Set up displays on member appreciation days, inside changerooms, near fitness studios (high

traffic areas) and offer free Visual Fitness Planners, mini- assessments, Body Results Opportunities, do surveys, pick names from the ballot boxes, create excitement so that everyone wants to see what your table is all about

Outgoing service/ motivational calls, ask members if they are happy with their progress Walk- arounds – walk around the club, especially during peak times, and introduce yourself to as

many people as you can. You can help people with their technique, ask if they need any advice, provide suggestions, etc.

Mailouts can be made to members with the approval of the Member Services Department



Tools Continued Wear your uniform and nametag at all times (clothing must clearly identify that you are a Personal

Trainer). This is designed to draw attention to you and make a member think - “Wow - I want that service and attention!”)

Use your “PT Only Line of Equipment” to train your clients. If you visualize 4 Personal Trainers in the circuit all being incredibly motivating, it makes a member want to be a part of it.

Brochures Flyers and posters in the club/ outside of the club- use the clubs or create your own (get a final

okay from your FM/PT coordinator and hand them out door- to- door) Use reasons like “September is Arthritis Month” to draw referrals from your client/member base Extra Bulletin Boards- make them creative- i.e. put up a workout journal from day 1 to day 50 of 1

client. Make people want to come back to see it on a regular basis to see how the client is progressing.

Put up signs over weight scales and washrooms (high traffic areas) (with permission from your general manager or fitness manager)

Stay at the front desk and say hello to every member who comes in. Pick every 7th person to be the winner of the day for a free consultation! Do the same in the cardio section. Celebrate this and make it a big deal!

Specialty Seminars, lectures, public speaking engagements are great ways to generate new leads At high traffic times, work in the cardio section and provide them with their training heart rates at

no cost. Give out a free consult to each of them at the end of the workout to thank them for their participation.

Newspaper ads of yourself and before and after pictures of one of your clients. Ask your client to write a testimonial to go with it.

Business Cards - have them with you at all times. Wherever you go, people always ask you questions when they hear you are a Personal Trainer. Use these to network and get new clients.

Hold bi- annual outings for your clients and their family and friends. If they all come to like you and create a happy group, they will not only continue to train with you, their family will begin to train as well.

Work with a membership coordinator and use the corporate list for your area to arrange monthly in-house seminars/presentation and mail outs on stress reduction, flexibility, proper posture, nutrition etc.

Volunteer for Community Events Senior homes - hang up flyers, free demos on topics and routines that are attractive to this

market. Help your FM put out a PT club Newsletter Monthly Media Mailouts - try to write an article for local magazines, newspapers, etc. Network in the medical community- develop a network of professional referrals, offer free sessions

to show your value. Fax your package to their office and follow up with a call to the secretary to make an appointment to meet with the health professional. Be courteous and respect their busy schedules. When you go- be prepared!! Have your certifications, examples of different clients, their needs, programming, and results.



Tools Continued Certifications show your credibility as a Personal Trainer and will attract quality prospects Contact insurance / rehab facilities verbally and through documents re: who you are and what you

offer, and if other companies use you Free Blood Pressure clinics (Healthy Heart program) POS- buddy up with a MC and have them book assessments or consults with you if they do not sell

PT @ POS Check the appointment books for “no shows”, call them back and reschedule for another time Offer special events on Mother / Daughter or Father / Son Personal Training (Group Training

sessions) Promote yourself as a Group Specialty Trainer Go through workout cards of people who are no longer using them or who have been doing the

same routine, repetitions, for a long period of time and call them for a review. Provide your availability for consultations to the staff at the front desk Use and promote the success story challenge winners each month - make it a big deal - like

Publishers’ Clearing House Advertise as per the season/ holiday coming up- weddings, swimsuit season, Christmas,… Be positive and in peak attitude at all times! Post the benefits of Personal Training Rotate the posters of programs to promote: i.e. Jan – Fat Loss; Feb – Healthy Heart; March - Golf Healthy Heart Maintenance Program- like a “check-up” to make sure you are still in good condition,

1 time per month Set up a booth at a trade show, wedding show, etc. Set up a new program (get it approved by your FM/PT coordinator and MSD) PHONE CALLS, PHONE CALLS, PHONE CALLS!!!

Step Four: When to Market?

Be in the club at the times you want to do Personal Training Market at the busiest times in the club when your new clientele are most likely to turnout. In

general, clubs tend to be busiest between 5:30- 9 am, 12-1 pm, and 4-9 pm; these times are referred to as Prime Times. i.e. If you want to begin Personal Training senior citizens then you want to be in the club at 8:30 am, when the majority of the seniors are exercising

Step Five: Where to Market to Your Prospects?

Internally: Take advantage of the available marketing in the club i.e. ballot boxes in the change rooms, putting your “Ask the Personal Trainer” booth in front of the Fit Fix line or Group Ex Studio, etc.

Personal Training Meet the Trainer Boards, PT Bio Binder, and PT Bulletin Boards Externally: Market or go to corporations, grocery stores, doctor’s offices, churches –put up

postings on bulletin boards.

When you plan ahead and follow the 5 W’s then you will be working smarter and not harder!



Extra Thoughts To Ponder… • Remember, entrepreneurs have to spend a tremendous amount of time building their business (client

base). Put a lot of time into prospecting and doing consultations for your first 4 months to build your clientele. Before you know it, you will be retaining and renewing at least 40% of your client base and only prospecting 60% of your time!

• Be confident in who you are: You are an awesome Personal Trainer because you care. You are worth every penny!

• Practice makes perfect! Rehearse your scripts with your FM/PT Coordinator until you can do them 10 times perfectly in your 1st 3 months of employment.

• Know 20 benefits of Personal Training and our programs cold! Being confident will make you appear more credible!

• Let go of judgements. A member who is in the club everyday or who looks fit may still have goals and need help! These are the members who are often overlooked.

• 30% of everyone you ask will buy! So just keep asking!

• Most people will not exercise. They are not like you. They can’t make themselves “just do it” on their own! Make sure you know and believe in the value of Personal Training!

• Get you Fitness Manager/General Manager’s opinions. Submit your marketing plan for the month at the first of the month meeting. Ask for input – how can you get better/try a different angle. . . It should include: Who, What, Where, When and How!!

*Now go to your PT Workbook, Section 8, to your marketing template (page 6). Copy and use the worksheet with your Fitness Manager in the months to come to implement your marketing plans. The most effective use of these worksheets is to plan 3- 6 months in advance, making minor adjustments to each month as you go.

Following are some of the most valuable tools and procedures to use to become a successful business person in the world of Personal Training. Each tool has a full explanation included and many contain rehearsal modules you can practice to perfect your skills.



PROSPECTING TOOLS FOR PERSONAL TRAINERS How Does a Personal Trainer Generate Leads? Generating leads to book consultations and fill your schedule with clients will always take time out of your schedule. As a new Personal Trainer, you need to ensure that you prospect in 3-4 different ways at all times. We recommend that you are comfortable with 5-6 different prospecting tools so that you always have another option to choose from.

Valuable Ways to Skyrocket Your Personal Training Business

Tool #1 Personal Training at the Point of Sale appointments

Tool #2 Renewals

Tool #3 Referrals

Tool #4 Results Specialists Leads

Tool #5 Visual Fitness Planner/ Personal Training Booths/ Desks

Tool #6 Walk Around Time

Tool #7 Generating new Personal Training Clients through Phone Calls & Motivational Calls

Tool #8 Seminars

Tool #9 Fit Fix Orientations

Tool #10 Group Exercise Classes

Tool #11 Ballot Boxes: Internal and External

Tool #12 Member Interest Profiles/Surveys

Tool #13 $1000 Success Story Challenge

Tool #14 Club Blood Pressure Units and Personalized BP/HR Measurement Cards

Tool #15 Corporate Leads – over 500 corporate partners

As a Personal Trainer, you need to make sure that you continue to work with the 60/40 ratio.

• 60% of all Personal Training clients must come from new business generation • 40% of all Personal Training clients should come from renewals

This means that it is necessary for you to continually prospect new clients and have this prospecting time scheduled weekly/monthly.



PROSPECTING TOOLS: HOW DO YOU GET YOUR LEADS? Tool # 1⎯Personal Training At The Point Of Sale PT at the Point of Sale is really the “training wheels” towards a Personal Training career. It is one of the best and smartest ways to attain new clientele. It is also proven to be a very profitable prospecting tool for renewing clientele. If followed correctly, PT at POS clientele are renewing at a 60% rate and higher. In summary, the PT at POS client is an excellent free lead provided by GoodLife Fitness to help build up your clientele quickly and you get paid to do it!

WHY at the POINT of SALE?? • Everyone joining our clubs could use some type of Personal Training.

It could be to ensure the member knows how to use each area of the club safely and effectively, to offer coaching and motivation to develop a new habit or to achieve their goals in an accelerated time frame.

• Consider the various types of equipment and programming we have and how it is different from our competitors. We usually have at least 6 different types of cardiovascular machines, 2-5 different types of strength training equipment lines, various Group Ex, Aqua and Cycling classes, Balls, abdominal exercises etc. Consider how many people need their form corrected regularly even if they only use the Fit Fix circuit. Proper instruction through a Personal Trainer ensures safety, proper form and a clear understanding of the components of exercise needed to be healthy. This means better results and less chance of injury.

• We know that 60-70% of our new members quit working out in their first 6-8 weeks. If members cannot work out a minimum of 6 times in their first month they didn’t develop a habit or commitment. Personal Trainers can offer the follow up a person needs to successfully get started. A Personal Trainer develops a relationship with the new member, which can really motivate and coach them through their first 21 days. Members also stop working out because they want to see results fast and see a pay off from their new commitment quickly. A Personal Trainer can help a member get up to 80% better results than they would work out on their own. They can also help a member achieve their desired results 3 times faster than they would on their own. Will a member get results on their own? Yes, it just usually takes 3 times as long. So if you can feel really great fast – and have more fun along the way – why not do it?

• It communicates to the members exactly what they really need to do to accomplish their fitness goals right from the beginning of their fitness journey – it is not an after thought. We provide for them all the facts so they can make the best decisions for themselves. Through PT at POS, members greatly increase their chances of developing healthy lifestyle habits and to include a regular fitness routine.

• 2002 retention surveys stated that members who had purchased PT at POS rated the clubs higher than members who hadn’t.

• Enables our new members to achieve success, feel great and maintain health and fitness for the long-term.

• New member attains good fitness results in their first 6 weeks = Happy Member = Referrals who will want the same service = more referring clientele to your client base.

• Since nation wide fitness facilities continue to report that 50% of members leave after 6 months, we know people need to be successful as possible RIGHT AWAY.



The CORE of the PT session in PT at POS, 6 and 12 sessions is our patented Fit Fix workout.

What is the 6 and 12 pack? The new member can make the choice of: The Get Started – 6 Pack: $129 and The Ultimate Results Pack – 12 pack: $229 The PT@POS client receives an Exclusive Personal Training (see below) letter congratulating them for starting with Personal Training and outlining the benefits of it and what they will receive during their sessions.



They also receive their own Personal Health Solution Guide, which is a packet of 6 appointment cards matching the session they will be doing with their Personal Trainer. On each card there is a full outline of what they will be receiving on the session and an educational topic: Cardiovascular, Body Composition, Resistance Training, Flexibility, Nutrition, and Staying on Course. The cards will be given to the client one at a time at the end of each session. i.e. the Personal Trainer will give Session #4 card at the end of Session #3. The purpose of this is to prepare the client for the session and educate them on one aspect of wellness at a time. At the end of 6 sessions the client will have their complete Personal Health Solution Guide with all 6 cards. (Note: The MC will give Session #1 card to the client at the time of the sale and put their guide in the member’s file for the Personal Trainer to continue using.) The Personal Trainer will follow The Personal Health Solution Form (a detailed consultation), which takes them through each session. This is to replace the Fitness Assessment Consultation form. The Fitness Assessment is actually broken down into the first 6 sessions so the client learns something new about their health and fitness numbers each session without being overwhelmed. The 12 session clients will receive the 6 cards during their first 6 sessions with their Personal Trainers and continue the workouts for another 6 sessions. Personal Trainers are to complete an additional fitness assessment on the 12th session and record the information on the original Personal Health Solution Form. (12 session sections) Each session is pre-designed and ensures quality training and service.

Each Session Contains: • a portion of the Fitness Assessment • 3-5 minutes of cardiovascular demo and warm-up • 6-8 Key Fit Fix Exercises • Stretching • a reference to The 7 Steps Workbook • an educational discussion from the Health Solution Guide. Personal Trainers will earn $6 per ½ hour session on each package – 2 appointments back to back is $12.00 per hour and it is a FREE lead for renewal opportunities.



Sample Client’s Tool: Personal Health Solution Guide

140/92 87 bpm 151-161

Lower to 120/80 72/min

128/86 80

Dec 1/05




36.8% 63.2% 46.5%

21-33% 63-68% 40-45%

24% 76% 40%

31% 69% 44%

Dec 3/05



13

42 32 46 23 14

170

13 36 27 36 21 16

149

13 40.530.543 22 15

164

D

ec 8/05

(lose 21 inches)


Dec 10/05

Night Eater2/day

6

Full plate e ach meal1336 27 36 21 16

149

Stop eating after dinner Increase water to 8 glasses Eat “fist full” at each meal

3 glasses

1445 1630

6 2119

9 1793

8

3 x/day-no breakfast




√

√

√ √

√

√ √

Keep food Jou and in @each session Eat every 3 hours Sma rving Coo on Su freeze

Dec 15/05

rnal-h

ll sek lunches

ndays &


SAMPLE Trainer’s Tool: Personal Health Solution Form

Susan Fraser Derek Thoms

GoodLife December 1/05

√


New Associate Training Manual New Associate Training Manual


Dec 1/05

140/92 87 bpm

151 - 161

↓To 120/80 72 bpm

118/86 → Way 80 bpm

Dec 1/05

to Go!

√

√

36.8% 63.2% /118 lbs

46.5%

22-27%% 63-38% 40-45%

24% 76% 40%

31% 69%(122 lbs) Wow! 44%

Dec 3/05

Susan Fraser

√ √ √ √ √




Eat “Junk”Night At Night

2x/day (12pm&5pm)snack at night

13 36 27 36 21 16

149

13 42 32 46 23 14

170

13 40.5 30.5 43 22 15

164

Dec 10/05

2/day6

Full plate at each meal

Stop eating after dinner Drink more water Eat less at each meal

3 glasses

1630

6 2119

9 1793 →much bette 8

Dec 8

r

/05



√ √ √ √

√ √

√

Bring food JournalTo each session Eat every 3 hours (Small servings)

Cook lunches on Sundays & freeze

Dec 15/05

Lose 21 inches Decrease body fat % Eat more often-Stop binges Run

Waist, hips, thighsLower to 24%-(prebaby fat) Eat every 3 hours (5xtotal) No walking in 5 km

A

5 km

pril 15/06 Sept 1/06 March 1/06 April 10/06

Fat Loss Program

Lose 9-12 lbs fat ↓ 6-11 inches ↓ 2-3 inches-hips, waist, thighs March 1/06

Lose 21 inches & 7% lbs fat Run 5 km without stopping! lose 2-6 inches from hips, waist, thighs June 20/06

Fat Loss Program, Learn to RuSessions

n and14-1 hour Pt

FLP + Learn to Run + PT Sessions

Jan 12/06 √



3. Each session, the Personal Trainer will end the appointment by providing their client with their next Personal Health Solution card so the client can review it on their own before their next workout – it is the Personal Trainers’ responsibility to ensure that the client receives everything mentioned above to be able to provide the best quality service!

Available At:

• All GoodLife Fitness locations • Quebec clubs – 6 Pack available only (paid through bi-weekly PAP) • Winnipeg and Soul Fit GoodLife Fitness- 6 and 12 Pack available (paid through biweekly PAP)

The “Benefits”: • Provides a very complete picture of health and wellness to our Personal Training clients, resulting in a

better experience for them at our clubs. • The half hour sessions are less overwhelming and help our new members grasp a little at a time

keeping their enjoyment high and eagerness to come in again soon. We are trying to show people that they just need to do regular workouts for 30 minutes at a time.

• Clients receive a glossy handout when they purchase PT at POS that explains what they will receive for their investment. Each session, your client is going to walk away with their own “Personal Health Solution Guide” and “appointment card” for their next session to decrease questions in the sessions and increase our service to them.

• The consistency in our service will greatly increase since the member now has a copy of what their sessions consist of.

• Personal Trainers are paid more and are provided with more education and direction. • More effective sessions/ workouts take less time and have more information provided in an organized

fashion. • Amazing retention tool – people will make better choices and develop healthier habits right away in

our clubs. • The form that the Personal Trainer fills out – The Personal Health Solution Form creates an ACT NOW

response each and every visit because a different assessment is completed for the first 6 sessions. The client keeps identifying their own personal contentment with their health and fitness.

• Low cost for more results – great value and discount compared to regularly priced Personal Training. • Pre-designed workout plan/ sessions for the Personal Trainers to follow. No design time needed. • The educational components of the session will accelerate the client’s results increasing the

chance of renewals. The clients will see the incredible value in what they purchased. • Increased renewals and retention from providing exceptional, consistent service.

WHAT DOES THE MEMBER RECEIVE? All new members who participate in the 6 and/or 12 session packages for Personal Training at the Point of Sale will walk away from each session with: 1. Their Personal Health Solution Guide information card filled out to take home for their own personal

files. An example: On the first session the Personal Trainer will record the client’s blood pressure, resting heart rate and training heart rate on their appointment card. The Personal Trainer will also make sure the client understands the information.

2. An incredibly motivating workout with a professional, qualified Personal Trainer that will help to educate, motivate, inspire, and coach clients through to achieving their fitness goals



e client make a goal to increase activity level if necessary. This session is a great session to get a client to understand calories in versus calories out.

9. The “7 choices” ap just another follow up to get clients to verbally make commitments to improving their health. You just run through each question and explain the benefits of making the commitments.

10. Keep the workouts fast and fun: 1. You should demonstrate 3 – 4 reps of each exercise so the client can SEE what they need to do. Demonstration reduces explanation, 2. Discuss the education component while the member is doing their 3-5 minute warm-up.

11. The 6th session – If the client has only purchased 6 sessions, you need to sit down with the client after the workout and complete the summary on the Personal Health Solution Form. The bottom of this form acts as a mini consultation. You go back through the form and fill in the summary of goals established throughout the 6 sessions. (Needs and goals come from the Fit Planner, 7 steps workbook and the assessment portions of the Personal Health Solution form) You ask the clients to provide time lines that they would like to accomplish their goals.

12. If the client purchased the 12 pack you complete the 12th session results section of the Personal Health Solution Guide. 12 session clients will have a lot of confidence in renewing with you from the great results they achieve. Ensure you show all the progress the client has made. (compare the results from the 1st session versus their 12th)

13. Provide 2 prescriptions for the client to achieve their results – Option close. An example: Josie, I recommend you continue Personal Training with me right away for 30 more sessions because this will get the 18lbs – 20lbs off, trim 6 – 11 inches, decrease your lower back pain by up to 75%, and provide the consistent motivation you have been wanting for Jan 30th. Your second option is 20 sessions, which

How Do You Prepare To Train Clients with Personal Training PT at POS options? 1. Review the Personal Health Solution Guide cards and all the info on them (take notes of questions)

so you can explain it to your clients. Try to buddy up and work through each session with another PT to ensure you know how to fill out each card.

2. The Membership Coordinator provides the first appointment card to the clients and then puts the rest of the cards in the membership file. Each session you must pull the file and provide a new appointment card to the client.

3. You must follow the system and deliver what is stated on the card. By skipping a step, you will decrease your chances of renewing the member on additional Personal Training packages.

4. Review the Personal Health Solution Form. The Personal Health Solution Form will effectively help you to renew because you do an assessment or goal setting for 6 of the sessions. This format keeps accumulating the chance to build more and more goals for the client to strive for. By the time you have gone through body comp, blood pressure, nutrition etc; the client will start to see how they could definitely need more sessions.

5. A Par Q increases our professionalism, protects our clients from injury, and fully assesses a clients needs. You should check the Fitness Planner and fill out the Par Q before taking someone through a work out.

6. Explain to the client that they need to always use their 7 steps workbook to keep on track and cover all aspects of their lifestyle. Encourage your clients to fill out the 7 Steps Workbook ahead of time to make the sessions more efficient.

7. Schedule your fitness – you should do a 7 day training schedule with your client, using your booked sessions, sessions the client should do alone, Group Ex orientation classes such as Body Pump, Flow and Step. This sets the member up for huge success. Mark the schedule in their 7 steps book.

8. The session that covers nutrition (4th session) is just to cover basic areas of nutrition and to get the clients to make 3 – 4 changes. Use the info on the back of the nutrition appointment card and the one page read out on energy expenditure. Have th

pointment (5th session) is


will help you lose around 10lbs, lose 3 – 6 inches and decrease your lower back pain by 60%. I just need to know – which would you prefer? The 18lb weight loss or 10lb?

14. After they choose the results – you complete the price presentation and explain with excitement that today they can use the $50 renewal coupon.

15. If they say they still want to work out on their own after you’ve gone through the objections, explain that they need to book for a Body Results Opportunity in 6 weeks to 2 months. *** Franchise clubs – If you do not have a Body Benedict Equation to help you with REE (Resting Energy Expenditu

16. Give every client a Personal Training at the Point of sk them to be honest and when they are done, hand it in

17. Above all else. . .PRACTICE, PRACTICE, PRACTICE! Thfamily and other staff the more prepared you will be on a client!

When a new m es PT at the Point of Sale, you h b will have a handover syste

• The club will have an ility of those Personal Trainers that have committed to giving the Fitness Man marked in it. Keep in mind the times th ost people want to work out; as a Personal Trainer, you should be available during these times, not just what is convenient for you.

• The Membership Coordinator books the new member in for their first PT @ POS workout with a Personal Trainer. It will be imperative

Comp Machine you will need to use the Harris re equation). ***

Sale Survey to help us and you get better. Ato the GM or FM. e more you practice these sessions on friends,

when the time comes to do your 1st session

How Do You Get Personal Training At The Point Of Sale Appointments ember purchas ave to be organized. Your clum that includes:

appointment book, which indicates the availabager 20-40 hours of availability

at m

that this is done within a 24-hour period. The member should at least get a call in that time frame, to discuss scheduling the first appointment. If you want to build your clientele, you need to leave your availability for at least 2 weeks-1month in advance for the membership coordinators.



Some advice on renewing your PT @ POS clients: • Form effectively & thoroughly – reaffirm or establish one new goal

on the form

• clients to use all their sessions right away. I.e. 6 sessions should be completed in 3

• talk about (fitness assessments are great opportunities to

• WITH PERSONAL TRAINING -

•

re T @ POS is an

“Jo our 12 sessions we have established that your goals are to decrease your body fat from

freTh our Results

body

t

p ption #1 or

two times per week?

Use your Personal Health Solution based on their assessments each session – write it in the chart provided

Plant the idea of getting more sessions early

• Encourage yourweeks (2 sessions per week)

Build rapport... find common interests tochat with your client and make them feel more comfortable. Be fun & joke with your client.)

On the 6th or 12th session fill in the Summary section of the chart provided on the Personal Health Solution Form to REAFFIRM WHY SOMEONE WOULD CONTINUE Refer to Rehearsal Script Option close using the $50 coupon as an incentive

You can only benefit from PT @ POS. Consider it a long PAID consult where you have lots of time to build rapport with your client. Fill your free time with base wage hours that turn into full pay hours after only

e sessions. Plus, trath ining is fun, that’s why you like your job as a Personal Trainer. Popportunity to train more people.

Prospecting Rehearsal Modules: die, over y

37% to a healthier 24%, lose 10-12 inches over all and improve your eating habits to include more quent and smaller portions. e first option I recommend is to continue Personal Training with me by starting

Guaranteed Fat Loss Program and then continuing with 28 one- hour Personal Training Sessions. Thiswill guarantee that you’re eating smaller portions, eating six times a day and will lose up to 13% fa as early as July 1st. The other option is to just start with our Fat Loss Program and guarantee the first 9 to 12 pounds off by

rt with OA ril 15th. All I need to know is would you prefer to get all the weight off and stajust start with the first 9 to 12 pounds on the Fat Loss Program?” OR “Jodie, we have trained 3 times per week over your first month, would you prefer to continue Personal Training three times per week or decrease it to



Renewing PT at POS Clients: • Personal Trainer consistently assumes client will continue Personal Training, speaks of future Personal

Training sessions

Personal Trainer plants the idea of getting m• ore sessions early in their Personal Training together

•

• pletes a post measurement on the 12th session, using original

Personal Trainer indicates all physical, emotional benefits they have already received by

e member fill out the PT @ POS Survey

Da

(i.e. 2nd session)

For 6 sessions: Personal Trainer completes last section of the Health Solution Form Personal Trainer reviews the purpose of the 6 sessions: instruction towards an

individualized program Personal Trainer emphasizes benefits of continuing Personal Training by completing a

Results Schedule. Personal Trainer has the member fill out the PT @ POS Survey Personal Trainer completes a proper price presentation using the $50 coupon

For 12 sessions: Personal Trainer comFitness Assessment form and also completes bottom section on the Health Solution Form – success chart prescription

completing the 12 sessions and indicates continuing benefits with Personal Training by completing a Results Schedule (option closes)

Personal Trainer has th Personal Trainer completes a proper price presentation using the $50 coupon

1 2 3 4 5 6 7 8 9 10

te:

Initials:

Notes:



To

REWHGain and effort as a

mem ss effort and money to renew

purcthe nity to develop rapport and trust with your client. You’ve gained insight into their lives, what motivates them, and what their obstacles and challenges are. You have had the privilege of seeing facets of their personality and details of their daily routines that are otherwise very time consuming and difficult to ascertain with personality tests or questionnaires alone. You need to capitalize on this information and use it to renew and retain clients. You will spend less time prospecting and spend more time being attuned to your client – when they succeed, you succeed. A member who has seen success is almost guaranteed to remain a client, refer friends and family, and provide you with awesome testimonials that in turn will help you to sell new clients. Having a long- time client pushes you to grow and develop your knowledge and skills; this helps prevent boredom and stagnation within your career. HOW ? Even though you may have good rapport with your clients because of the time you have spent Personal Training them, reinforcing your value every workout makes it so much easier for you to renew. • Have your client verbally confirm they enjoyed their workout and the results they are getting. • Put clients on their original weights or cardio settings to show them how much they have improved

since you started Personal Training with them. • Regular assessments of every aspect of training, using the Body Results Opportunity or a Complete

Fitness Appraisal, will keep you and your client on track and ensure success. Evaluation forms can be used periodically throughout the sessions to make any necessary changes in

n your speech, attire, hygiene, body language and touch.

• •

• • •

ol # 2⎯Renewals-Retain Your Clients! “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”

Peter Drucker

NEWALS Y ? ing your sales from renewals is the most effective and efficient use of your time

Personal Trainer! Spending less time obtaining a sale is the goal of each Personal Trainer. Just like bership sales, Personal Trainers must be aware that it requires much le

or retain someone on a service which they have already experienced, than to “sell” or convince them to hase something with which they have no previous exposure. You, as the Personal Trainer, have had opportu

• programming or Personal Training behaviours.

How To Ensure RETENTION: • Be professional all the time i

• Exercise regularly – practice what you preach.

Always arrive early and prepared for all sessions

Proper client follow-up

• Suggestively sell during sessions – use the words “in our next set of sessions” etc.

Maintaining client/ Personal Trainer relationship

Associate reassesses goals

Associate provides options to achieve goals (over comes objections)



WHEN? Ideally, this should occur at least 2-3 visits prior to the expiration of their current package. A Body Results Opportunity Session done at this time is the perfect opportunity to evaluate results and establish

goals. Take out the original consultation to refer to. (See what goals are still importannew t). You need to approach, coupled with complete integrity, is the

c st nal Training, it is important to use phrases like “in your next package s

so. ve to…” ng

out

for more sessions, you must fill in another consultation (perhaps their goals or medical history has changed) and a new

p Ensure Retention: Associate reaffirm the client enjoyed the results and Personal Training.

• the Personal Training will continue.

••

sonal Training.

••

“assume the sale”. A customer focused sellingabsolutely best path to building trust and to establishing a successful long-term relationship with the u omer. Throughout your Perso

(se sions) with me we can work on…” This will help you suggest that the customer will indeed be needing, and purchasing more Personal Training from you, and that in fact it is a norm for people to do

It isn’t a good idea to use scare tactics like, “when you’re working out on your own you’ll haThis tends to send a negative message and places the idea in the clients’ head that they will be worki

alone.

Remember: Every time you re-sign the client

Par-Q. It counts as a consultation contacted, booked, and done when recording your stats into CARE.

Prospecting Scenarios to Hel• Associate makes the assumption that

Associate reassesses goals with consultation form.

Associate uses a Results Schedule to prescribe the appropriate programming; provides an option of packages or frequency of Per

Overcomes any objections.

Thanks client.

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



Tool # 3⎯Referrals

COMPLIMENTARY PERSONAL TRAINING CONSULTATION / BUDDY BUCKS VOUCHER

• The above voucher is a referral tool (a means to gain new prospects) and therefore a way for you to increase your sales and pay cheques.

• The first side is an invitation to a “complimentary Personal Training consultation” valued at $35. Personal Trainers should offer these vouchers to current clients who believe they have friends, family members or co-workers that they think could benefit from the terrific results Personal Training has to offer. Write the referral name on the stub and use for booking appointments. The referred member should bring the “complimentary consultation” voucher with them to their appointment. Note: an individual may only ever receive one free consultation.

• The second side of the voucher is a $50 coupon which the referring member will receive, if the client they referred (via the complimentary coupon) purchases a minimum package of 5, ½ or 1 hour Personal Training sessions, The Fat Loss program, or any Specialty Program. When this occurs, the Personal Trainer needs to fill out the opposite, $50 side of the voucher and then place it in the referring member’s file for their use in payment towards any future purchase of Personal Training, The Fat Loss Program, GST, etc. There is no minimum purchase required, and more than one voucher may be used towards any one purchase. The voucher must then be attached to the Personal Training contract upon purchase of services.



Opportunities to hand out referrals: • Current Personal Training clients

• Consultations

• PT @ Point of Sale purchases

e sessions are nearing completion

ewing clients

• Client’s whos

• Ren

• Specialty program participants/clients

• Group Training participants

• Results Specialist Sale Note: $50.00 off coupon is redeemed before taxes.

Prospecting Rehearsal Script “Mike as a gift for Personal Training with me I’d like to offer you 3 free consultations (valued at $35 each) for any of your friends, family members, or coworkers that might like to benefit from the terrific results that Personal Training has to offer. If they purchase a package of 5 or more Personal Training sessions, as a gift from me, you will receive up to $150 off your next purchase. All I need you to do is write the names and phone numbers of 3 people you might like to offer a free consultation to”.

Rehearsal Module for Retrieving Referrals with Buddy Bucks • Thank the member for their purchase and new commitment.

• Offer up to 3 free consultation sessions for any friends, family or coworkers valued at $35 each.

k you

• give the free consultations to

the Personal Trainer gives at least 3-5 suggestions before giving up and

6 7 8 9 10

• Explain to the member the" Buddy Bucks" system- when a referral purchases 5 or more sessions, the client gets $50 off their next purchase as a than

• Personal Trainer uses the words “I need” to increase urgency

• Place 3 "Buddy Bucks" in front of them with a pen.

Give client space and time to think of people to

• If the client has no namesreiterates the value of the vouchers

1 2 3 4 5

Date:

Initials:

Notes:



Tool #4- Results Specialist Leads (Where Applicable)

ent. We want to make sure we have taken the necessary precautions before a member works out in our facility.

mees

4) A Results Spe5) Just like PT at

smart Personal Trainers’ best

nt of Sale is automatically booked for a Body e Results Specialist provides

ntas ue tools on the market, mber with valuable health

Results Opportunity for more detail on

Res nt read outs from our Computerized Body Compositions ants updated information on their health.

list then recommends and sells Personal Training based on the formula for success. list gives this free client to a Personal Trainer to carry out the Personal Training. This

eans a new client for you without the work of prospecting and selling the program!

H w Can R sIn order to get m re ese clients from the Results Specialist: • Always provi e Re Spec l t with your cur n availa i or th next m or w , for

an book the sessions immediately! • t train h Resu pecial t -3 times to show them your style and what mak s you i rent

other Personal Trainers in your club. Continue to put them through what you are currently doing with your clients (nutritional analysis/ new workouts) every 2 months so you can continue to build their enthusiasm and keep them current about you.

• Don’t forget to thank them for their referrals! • Provide the Results Specialist with your:

- BIO Book: give them something that they can show and explain to the clients they sell, - Areas of expertise and testimonials from clients to show their prospects, - Your personality type and those types you tend to work well with, - Your training techniques, - Current Certifications- give them nice copies of this in your BIO binder - Knowledge in special areas such as nutrition, rehab, specialty populations, motivational and coaching styles, etc

• Provide each client with a ‘WOW experience’ so they can go back and praise you to the Results Specialist. If the Results Specialist knows you’ll be professional and give the client 110% each time, they will be happy to offer you 1st pick of clientele.

What is a Results Specialist? A Results Specialist is specifically trained to guide our members towards the fastest, safest, and most effective route to attaining their fitness results. Results Specialists sell all Personal Training services and either service the clients themselves or hand them over to another successful Personal Trainer. Each appointment will take place in the club’s Fitness Assessment office or at the Personal Training line.

Why Have a Results Specialist? 1) To help new Personal Trainers attain clientele. 2) To ensure that all of our clients are working out in our facilities safely. Therefore we have made it a requirement

for every one of our members to have taken a current blood pressure reading, resting heart rate, and body fat assessm

3) To get our a club 3 tim

mbers started immediately with Personal Training. We know that members rate their experience at greater and develop a habit better, when they have a Personal Trainer. cialist provides important health information that they can’t get from the doctor. the Point of Sale, the lead from a Results Specialist is gold! The Results Specialist should be a

friend!

Every new member who does not purchase PT at the PoiResults Opportunity (BRO) with a Results Specialist. In this session, thfa tic, accurate information to the members by using some of the most uniqsuch as the Body Composition Machine. Each session will provide the meinformation designed to create and Act Now response (see Bodythe session).

ults Specialists also provide 5 page colour priMachines to any member who wThe Results SpeciaThe Results Speciam

o a e ults Specialist Help Me Build My Business? o of th

de th sults ia is re t b lity, f e onth t onew clients so they c

Offer o t e lts S is 1 e d ffefrom



Tool # 5⎯Personal Training Booths/Desks Using the Visual Fitness lanner

u

rvice/ program, you give the member an excuse to come up and talk to you. This extremely effective method of prospecting for clients will be sure to give you 5- 10 high quality leads per hour to follow up on in the next 24 hours. These booths can be done internally or externally. When running a PT Booth, the Trainer must be extroverted, in peak attitude, motivated, have creative ideas, have a keen sense of what the members want and must be willing to ask everyone they see to come over and talk to them for a few minutes. PT BOOTHS HAVE NEVER BEEN EASIER! GoodLife now has 3 unique and exciting tools to draw members to your booth:

1. The VFP-Visual Fitness Planner– Show people with 20+ pounds to lose how you can help them! Seeing results builds HOPE!

2. The BC1-Body Composition Scale– teach people what is going on inside their body, so they can begin to see changes on the outside of their body (by doing 1 page readouts and BROs)

3. The Club Blood Pressure Units and BP/HR Measurement Cards– Educate your members how to use this awesome tool, why, when and how to record their numbers. Tie this into Healthy Heart programming and to help them set new goals.

Some ideas for a PT Booth are: • Have free juice and provide nutrition handouts, 1 page journals, a free draw for a session, etc. • Have ballot boxes set up to win a consult, 1 page BRO or whatever Personal Training you want to

offer (done without pay) • Set up a booth on Fat Loss/ or any of our Speciality Services – use the pound of fat model to show

people what they can lose and what 9-19 lbs really looks like!

In for the club say,

awgothegivan

“Hoff$5yogolike

PA Personal Training Booth/Desk is set up in the club during peak times to show the members who yore and what you can provide for them. By creating a theme at your booth or by advertising a specific a

se

Prospecting Roleplay Module to talk to members at your booth: a busy area of the club in a prime time

“Excuse me everyone. My name is Lisa and I am a Master Trainer here at the club. We have this esome new service/ technology that shows you what you will look like when you reach your fitness als. It’s called the Visual Fitness Planner and helps you to see if what you are doing now will get you results you’re looking for. It is also great because I can use it to show you how small changes will e you 3 times the results in the same time! I’ll be here for the next hour or so, so please stop by d you can give it a try.”

Or as someone is walking by, i, how are you? I’m Lisa and I’m a Personal Trainer here. How is your workout going tonight? I am ering our members this new cool service we have called the Visual Fitness Planner. It’s valued at 9 and right now it’s free! It’s fantastic because it actually shows you what you will look like when u achieve your goals, and gives you the most effective options to get there. What are your fitness als? (Do needs, goals, time frame) Do you have a few minutes to try this with me now or would you to book an appointment for later tonight?”

• Using articles from PT on the Net to draw attention to your services, your possibilities are endless!



Prospecting Roleplay Module for Personal Training Booths: e, name exchange and what you do

ber over to your booth and/ or walk around to their side of the table ut and why they want to take the time to talk to you- use feature

st

omp Scale, Blood Pressure) do this, and fill out a

k a consultation for the next day. If they can’t do that, then collect their ber and tell them you’ll contact them within the next 24 hours to book an

1 2 3 4 5 6 7 8 9 10

D

• Make eye contact, smile, handshak• Invite the mem• Explain what you booth is abo

benefit feedback to get a yes and create interes- needs, goals, time frame • Formula for Succes

If your booth performs a service (VFP, Body C•consultation form

• If member can not stay, booname and phone numappointment for a consultation

ate:

I: nitials

Notes:



Tool # 6⎯Walking the Club Floor/ “Walk Around” Time

ound” is getting outside of your box! A new member who doesn’t really know you than you are of approaching them. To increase your

an ice breaker prepared, or a theme for your walk around

nis toIdea ur Walk Arounds:

lts Opportunity

•

bers about any club contests/ events you may be running - i.e. Anniversary Party,

e you able to keep track of increase them to get the best results?

Jo

JoW

ably 25 pounds altogether. ranteed to lose 13-19 pounds by May 1st (6 week date).

Y ’lJ : W ll, k you today for a consultation s I u, set up the best plan for your programming and get the 25 pounds o b morrow? J :

Walking the club floor is one of the best ways to quickly build a clientele that suits your needs. They are already in the club when you are, so scheduling will be convenient for you. Since they are already here, you avoid the work of having to book a time to see you that they can fit into their schedule; because it is in person, they are more likely to trust you and open up to what you have to offer and close the sale. The key to a great “walk aranyone is more scared of approaching confidence when approaching members, have so you know what you are going to talk about before you even begin. Practice this with your Fitness Ma ager or someone on your staff a few times before you venture out onto the floor. Remember the goal

do or book a consultation- so have your schedule handy. s for Yo

• Look for 7 Steps Workbooks and comment on their progress

• Inform members of our new services- Visual Fitness Planner, BC1 Body ResuAppointments and what they are, and why they want to take advantage of them

BTS Release Classes/ Schedule

• Carry an article of the month and hand it out to members/ create a conversation

• Offer help/ spotting/ correcting form for the members on the Fit Fix Line

• Ask people if they are aware of the current referral promotion and if they have anyone they would like to give a gift membership to

• Tell memMembership Appreciation Party, invite them to an upcoming seminar/ info session, etc.

Prospecting Scenario: If it is a member you know: “Hey Joe, I noticed that you aren’t using your 7 Steps Workbook to record your workouts. Are you following the program? Joe: I feel silly carrying that book around Do you complete each exercise 100% when you aren’t using the book? Arthe chair heights? Can you remember the weights and when toDo you know what you did 2 weeks ago to see if you’ve improved?

e: I just kind of go through the line. Are you comfortable with the results you are getting? Would you like to get them faster?

e: Yes hat are your fitness goals?

Joe: I want to lose weight in my midsection. ProbBy Personal Training with me, you are guaou l almost be at your goal. Would you be happy if we did that? oe Sure- how? e there are a couple of options we can do. What I need to do is boo

o can find out more about yoff y July 1st. When is the best day for us to do your consultation, now or tooe Tomorrow

5:00 or 6:15?



Joe: 6:15 Okay great.well?

Is there anyone else you know who has the same goals as you, who I can offer help to as

for tomorrow at 6:15. I’ll meet you at the reception desk. Thanks Joe, I’ll see

Joe: Well my wife wants to lose weight but I don’t know if she’ll come with me. I can understand that. A lot of people are nervous to come in the first time, but I’ve found that when people are invited in with someone they already know, they are more likely to give it a chance. So I’ll book you and your wifeyou tomorrow.”

Rehearsal Module—Walk Around • Has a clipboard and sign up sheet and any other pertinent materials with them.

• Pea t

• Assesse and ask to look at their 7 steps workbook, correct form; talk yet, kthree times f

• Formu a

• Offers (provides hope and urgency when

• sultation within 24 hours, or gets the member’s name and phone number

• Associate expresses thanks to the client for their time.

7 8 9 10

D

k at itude/Smile wide/GoodLife handshake/Name exchange.

s how client's workouts are going, about an upcoming event and invite them, asks if they have had their Visual Fitness Plan done as the client if they are interested in improving their results by at least 25 to 80% or get results

aster than training on their own…(Uses this time to Identify personality type).

l for Success (needs, goals, time frame)/ finds "hot spots

a free consultation or recommends a speciality. communicating)

• Creates urgency.

• Overcomes any objections to a consultation. (Money, Time, Fear etc.)

Completes or books a conwith a promise to call to book a consultation within 24 hours

Asks for a referral.

•

1 2 3 4 5 6

ate:

Initials:

N

otes:



Tool # 7⎯Generating New Clients through Phone Calls

, the more likely

like t from the beginning because you have spoke to member is, or what you say to them, remember your

Tip1. schedule, 3-4 times per week, to do calls. Make sure it is at a time

when people are home (between 5 and 8 pm) 2. Find an area where you wo be inte s 3. s script in front of you for your first few attempts- you’ll feel more confident 4. te on is ous- even over the 5. Use the FORMULA FO CCES ! ALW USE E S, GOALS, TIM RAME y givi

h e greater success booking appointments!

Rehearsal Example: aron, this is Ann and I’m a Personal Trainer at GoodLife Fitness Clubs, how are you? I’m calling

to see how you have been enjoying the club? Have you been in regularly? What were your goals when you started? How are you doing with those goals? (How much have you lost, gained etc.) Have you met with a Personal Trainer at the club recently? Did you know that by beginning Personal Training with me right away, 2-3 times per week, you’ll lose 9- 12 lbs by (6 week date)? Would you be happy if you could do that? Let’s meet for a free consultation, valued at $35, and we’ll go over your goals more in depth and find the best solutions for you to choose from. When can you come in, today or tomorrow?” If the member brings up pricing, the Personal Trainer will deflect it by saying, “It’s as little as $8 every week! We have something called a PT Easy Payment plan where you put down what you can afford, and then it comes out of your account every 2 weeks, just like your membership. We’ll talk more about it when you come in. Would you like to come in later today or tomorrow?”

The most successful Personal Trainers will agree. The phone is your friend. Sales are a numbers game! The more phone calls you makeyou are to book consultations and generate new clients. Your outgoing calls can have a softer approach,

that of a motivational call, or can be more direct righthem previously in the club. Regardless of who the voice quality has up to 80% influence on the success of the call. Be prepared with a pen and paper and record your client’s needs, goals and time frame. The more sincere interest you show and the more hope and urgency you demonstrate on the phone, the greater the chance of success.

s for a successful phone call: Block off at least 1 hour in your

n’t rrupted during your call Have thi

Sound exci d! Passi contagi phone. R SU S !! AYS N ED E F !! B ng HOPE,

you’ll av

“Hi Sh

Confirmation Calls: Since there tends to be an 80% show rate for appointments booked you want to ensure you call appointments to prevent only 60% coming in to the appointments. The more appointments you confirm the day before, the more chances you’ll have to sell Personal Training!



Roleplay Module- Outgoing Calls to Members, New Members, Motivational Calls, etc:

lping you."

4 5 6 7 8 9 10

• Smile (you sound happier when you’re smiling- just try it!), peak attitude, name exchange.

• Associate has cream coloured card from call box in hand to refer to and record any new information.

• Assesses member's needs and goals and give a time frame to create urgency.

• Has member reiterate that achieving their goals is still really important.

• Has member associate with the pain or pleasure they will receive from not achieving or achieving their goals.

• Invites client in for consultation and convinces client there are solutions to go over.

• Overcomes any objections.

• Offer alternative time.

• Thanks client for their time and say "I'm looking forward to he

1 2 3

Date:

Initials:

Notes:

C ts (from All Unsold CC the Member Services Department may offer a member/ client an incentivepW incentive is an excellent opportunity al Training. In the last five days o smart to book additional phone time into their schedule to e clients, people t to at one of their booths or on the floor, and any past clients who have taken advantage of sT

AP Calls- Call All Prospects, Close all Prospeconsultations, Body Results Opportunities, Health Solution Forms, PT@POS lients, etc.)

What is CAPPING? From month to month, to purchase one of our Personal Training, Group Specialty Training, or Specialty Service

rograms, or a larger number of sessions. hen offered, these incentives are not available for more than one month. The last week of this

to create excitement to begin Personf the month, the Personal Trainer isnthusiastically call all: unsold consultations and Body Results Opportunities, renewing hey spokeimilar incentives. he goal is to CALL ALL PROSPECTS & CLOSE ALL PROSPECTS!



Prospecting Scenario

ago about your goal to lose 20 lbs and decrease your knee pain. How are you doing with your e for you?

away…would you like to book tomorrow at 5 or 6:30?” If the member brings up pricing, the Personal Trainer will deflect it by saying, “With our easy payment plan, we can find a method of making Personal Training fit into your budget for as low as $16.00 every 2 weeks. We’ll talk more about it when you come in. Would you like to

“Hi Jen, its Mike from the GoodLife Fitness Club, how are you? I’m calling because we spoke two weeksgoals? Have you got any closer to achieving them? Are your goals still a 10/10 for importancThey are? We need to start your Personal Training program right away. You’ll lose 9- 12 lbs by (6 week date). Tomorrow is your last chance to get started on the program I recommended and still receive 3 free sessions (insert the current special)! That’s a free week of Personal Training! So let’s get you started right

come in later today or tomorrow?”

Rehearsal Module- CAPPING: Smile/ grab a pen and the prospect card Remind client of the last time you spoke Remind client of the goals they told you they wanted to achieve and the rating they gave to each

• •

xt 6 weeks to create urgency ts the prospect know that it is the last chance to take advantage of the current

• in

1 2 3 4 5 6 7 8 9 10

ate:

• goal

• Invite the client to begin their Personal Training program right away- remind them what they can achieve in the ne

• Personal Trainer lepromotion

• Personal Trainer overcomes any objections to put off the training and/ or deflects any price questions Personal Trainer offers a choice of 2 appointment times to beg

D

Initials:



Tool # 8⎯Seminars Seminars are a fantastic way to complete 20-30 consults at a time and to wow your members into becoming clients! Since 70% of members want to lose fat, the Fat Loss Program seminar is a great place to focus your time and energy! When beginning your Personal Training career, plan to do 1-2 seminars per month. With a lot of enthusiasm and energy, you should be able to book 10-15 consultations from a group of 20 or more people, and sell 3-5 additional consultations afterward.

Ideas for Seminars:

Free Information Seminars on GoodLife Specialty Programs: • 6 Week Fat Loss Program Information Seminar,

• Body Fit 60 Programs, g Program Information Sessions.

P

• Winter Weight Loss/ Summer Sizzler Info Session(s), • WOW- Women on Weights, • Fit Fore Golf, • CORE, • Gravity Training (Where applicable), • Running Programs, • Healthy Heart Program,

• Group Trainin

aid Seminars: Hold a seminar on any fitness information your members frequently request, Use PT Specialist Session information(past and present sessions), Stress and its Affects on you, Diabetes/Arthritis/Osteoperosis/High Blood Pressure and exercise, 10 Ways t

••••• o Lose 10 Pounds, • AmS aining Binder. See your Fitness Manager for more details.

How to Stay Motivated and Stay on Track, etc.

ll additional seminar materials including: pre-designed seminars, preparation materials and timelines, arketing materials, tips for successful seminars, and seminar materials are included in your clubs’ eminar and GST Tr



Tool # 9⎯Fit Fix Orientation If you have the opportunity to be a Member Ambassador/ Personal Trainer, you have the fantastic

sonal

se that want individual motivation or changes in their program. rested or has additional questions about how to get their results 3

a free

chance to help members get started towards a healthier life through workouts using the Fit Fix Program.At the end of any orientation, you might say:

"I just wanted everyone to know that today, we're in a group setting and we're going through your workouts to get you healthier, get your strength up and to get you used to the machines using the Fit Fix. I just wanted you to know that I'm available for PerTraining as well. I specialize in helping clients getting 80% better results than they willon their own, or help thoSo if anyone is intetimes faster then on their own, stay behind today and I'll book you in forconsultation with myself or another Personal Trainer."



T xercise Classes •

•

• niques or help them feel more

•

ool # 10⎯Group E An easy way to book consultations, if you're a Fitness Instructor and a Personal Trainer, is to make

announcements at the beginning of your classes, or at the end of your classes. Announce that youonly have three spots available this week for free consultations for Personal Training, and ask ifanyone wants to be introduced to other parts of the club.

Give everyone who attends class a ballot and have a draw at the end of the class for a free VFP session or a one page Body Composition Analysis. Consider walking through the class and spotting clients on their tech comfortable. (Have fun with them!)

Have a table ready outside of the Fitness Studio to talk to people as they are coming and going fromthe classes. Have any sign up sheets you need available to get names and numbers to book a consultation



Tool # 11⎯Ballot Box System

few of the great places you sing ballot boxes, ensure there are always "Specialty Services Ballots" available professional when a box is out and not maintained.

approach a store or facility and ask ills up. In return you can post their

advertis e ek pass, give out coupons from their store for them t r calls so people have it fresh in their mind w t is not generating at least 40 leads per week or the leads are poor in a

Exam“Hi Alic m GoodLife Fitness Clubs. You entered your name in our ballot box at The Ba a a winner! Congratulations, you’ve won a free consultation with a profession at $35. What are your fitness goals? (Alicia says she wants to lose 30 pounds ll lose 9-12 pounds by December 15th (6 weeks). Would that make you ha y tment and I can show you the options that will get you to this goal by December 15th. Can you come in today or tomorrow?”

There are 2 ballot boxes available for use. The internal ballot boxes are large Plexiglas boxes that can be moved around in the club in high traffic areas such as the washrooms, weight scales, cardio areas etc. The cardboard ballot boxes are usually placed outside the club. Personal Trainers who would like to develop a lot of new leads can set up cross promotions with local surrounding businesses. Nutrition stores, Doctors Offices, Hair Dressers, Aestheticians, sports shops etc are acan retrieve leads. When uand a pen. It looks very unCross Promotions -With the permission of your FM and GM, you can them to place your ballot box in their facility for a month to see if it f

em nts in your facility, give their associate a free we e c. Empty your box at least once a week to make you

hen you call. Remove the box if iqu lity.

ple External Box Call: ia, this is Mark calling froy, nd you’ve been picked as

al Personal Trainer valued) By starting now, you’

pp ? Great, all I need to do is book you an appoin

Ballot Box Rehearsal Module - Win Free Consultation • Internal Ballot Box- Research the client and file, Personal Trainer creates excitement, does a name

Trainer creates excitement, does a name exchange and gives the

Formula for Success: Needs, Goals, Time frame

• Personal Trainer deflects any price questions thrown at them • Personal Trainer thanks winner for their time, asks for a referral, provides directions if it is a non

member

1 2 3 4 5 6 7 8 9 10 Date:

exchange • External Ballot Box- Personal

location where they are calling from •• Personal Trainer creates urgency on booking the person an appt in the next 24 - 48hrs to redeem

their free consultation • Personal Trainer offers two alternative times

Initials:

Notes:



Tool # 12⎯Member Interest Profile

tline as to when you should consider using these profiles… pportunities to utilize the Member Interest Profile:

• Wh

• Ne s, book con

• Do cuse to talk

• Ce e, your tim in the club (walkaround time)

You’re behind in your consultation booked quota – from the completed profile you can get an immediate idea of what the member is interested in and book a consultation appointment based on this, on the spot.

• At busy traffic times, station yourself in a strategic place and politely ask if they would mind filling in the survey

• Before fitness classes, while participants may be waiting for instructors. Or when the classes are completed. Remember Aqua, cycling, etc. classes

• Set up a table – “Ask the Personal Trainer Night” – have people stop by your desk to fill out a form, and put a sign up to win a free Consultation or 1 page Body Results Opportunity.

• At club entrances/booths, especially if located in a mall or part of a larger complex

• On member appreciation nights, or any club events

• External

• Hand out at public events (bridal shows, sports, festivals, etc.), presentations with specialized groups

• Open house The options are endless…. Remember you will need to modify the form; depending on when and where you are having people fill out the form – especially where there are non-members.

The Member Interest Profile provided is simply one example. You can modify it to reflect services, facilities, events, talents, etc. that your club has. This is an excellent tool for new Personal Trainers to gain new clients. The following gives you an ouO

en working on your Marketing Plan to determine what people want to buy.

w Personal Trainers – gives them a quick way to contact and get to know membersultations, and sell Personal Training. Gives them practice at talking to potential clients.

ing walk arounds – may make it easier for you to approach members, it gives you an ex to them.

rtain times of the day when you are having no luck contacting people on the phone at home may be better spent making contact with those people

•



MBER SERVICES DEPARTMENT

Member Feedback/ IntereME

st Profile

P o Email: _____________________________________________

•

ds, how would you describe this presentation to others?

Please provide any constructive feedback on the topic of the presentation / the presentation in general:

• Please provide constructive feedback for the speaker:

Are you interested in any of the following activities? (Please check)

PERSONAL TRAINING

Individualized Programming Nutritional Counseling

Group Training Stretching and Flexibility

Rehabilitation Training Free Weight Training

Athletic Training Fitness Appraisals/Assessments

SPECIALTY PROGRAMS

The First Step Running Clinic-Beginner Run Program 6 Week Fat Loss Program- 9-19lbs weight loss guaranteed The Fit Fore Golf - Golf Conditioning Program Summer Sizzler-1x/week for 6 weeks, weight loss program The W.O.W. - Women’s Only Group Weight Training

for Weight Loss CORE Training

Winter Waister- 1x/week for 6 weeks, weight loss program Body Fit 60 Programs

The GoodLife Healthy Heart Program – 2x/week for 8 weeks, preventative heart strengthening, weight loss, education,

polar heart rate monitor Do you know your body composition? Yes / No Do you have healthy eating habits? Yes / No Do you find it difficult to keep a workout routine? Yes / No Are you achieving the results you would like? Yes / No Do you have any special occasions coming up? Yes / No Are you satisfied with your current Heart Rate and Blood Pressure? Yes / No Are you satisfied with your current weight? Yes / No Are you satisfied with your current fitness level? Yes / No Have you changed your workout routine in the last 3 months? Yes / No How long does your workout routine take? 1/2hr / 1 hour / 1.5 hours / longer Would you like it to be longer or shorter? Yes / No What time of day do you like to workout? Morning / Afternoon / Evening Do you prefer to workout… Alone / With a partner / In a group

What topics would you like to learn more about?

Nutrition Advanced Weight Training Techniques

Fitness for Women of All Ages Theraball/Medicine Ball Training

Metabolism/ Weight Loss Flexibility/Stretching

Smart Heart Health Rehabilitation/Injuries

Name:______________________________________ Date:_______________________________________

Address: ________________________________________________________________________________

h ne #: ____________________________

HELP US TO SERVE YOU BETTER! What was the most important thing that you learned form this presentation?

In your own wor•

•



Tool # 13⎯Testimonials and The GoodLife Fitness Clubs Personal

nt that the results and testimonials submitted will help inspire others to want to achieve their own personal goals and to win the big bucks. It is a prospecting tool for you. This contest

more Personal , Fat Loss Programs, Specialty Programs, Body

•

How does the Success Story Challenge Work?

The contest is open to any current member (associates are not eligible, however, family members of correspond with the policy at your club.

• to enter, the client must have worked out with a Personal Trainer a minimum of

kouts. It is highly advisable that you and your client decide and me) records of workouts.

their progress. Remember to record and verify all workouts with Personal

ore and one after) is required in order

submitted. If possible, photos should include a sign that clearly indicates the date the photo was taken. This can be accomplished by holding a sign to the side of the body, hanging a sign on the wall behind or beside, or holding a newspaper. Please take note, and remind the client of “ tips for good photos” – this will help improve the quality of the photos and the prospect of their entry.

• ie A cli nt’s entry ust consi these 4 thin :

1. Before n after h os of th s possible)

A completed testim ial qu s a out th m ves and their c evem ts

A completed “Success Stories Personal Commitment” form.

4. Workout verification form, signed by the Personal Trainer (all these forms have been included in the “Success Stories Challenge” brochure).

Training “$1000 Success Stories Challenge” Why Testimonials are so important? • Because pictures speak a thousand words and aid in convincing the client that there is Hope and

great success with Personal Training.

What the Challenge is all about • The “Success Stories Challenge” is a monthly 2 x $1000.00 cash prize designed to recognize the

outstanding achievements and efforts our members accomplish through Personal Training, our exclusive Fat Loss Program, and our Specialty Programs. The client has the chance to win back the money spent on Personal Training.

• There is a $1000 female winner and a $1000 male winner monthly.

• It is our inte

then, should help you sell Results Opportunities System, and Complete Fitness Appraisals. As a club and as a PersonalTrainer you will gain by selling more services.

Not only do we want to recognize the accomplishments of our members, but we also want toacknowledge the tremendous expertise and motivation our Personal Trainers provides for ourmembers. Therefore, the Personal Trainers of the winning members will receive a $500.00 cashprize! It’s a Win Win contest.

•associates are eligible). The minimum age restriction shouldThere is no maximum age restriction.

**In orderonce a week for the last three weeks prior to making their entry. The client must have their Personal Trainer date and sign the “Workout Verification" on the first page of the entry package to verify the date of these last three woragree upon a method to record and file (or take ho

• Workout: the client can follow whatever type of training and nutrition program they would like during the course of Trainers.

• Before and After Photos: a minimum of 2 photos (one beffor the entry to be considered. The before photo should not be more than 2 years old. Negatives should be

Entr s: e m st of gs

a d p ot eir succes (negatives if

2. on e tionnaire b e sel a hi en

3.



• Entries are submitted to the Personal Trainer (General Manager) by the last day of the month. These

bmit their entry every

n for the

entries should then be immediately forwarded to the National Member Services Department via the very next bag run. The winning Personal Trainers will be personally notified by phone, by the GoodLife Fitness Clubs’ National Member Services Department (sponsors of the “Success Stories” contest) by the end of the following month. Please ensure that clients have included all the items required, otherwise their entry will not be considered.

• Clients can enter as often as they wish in their attempts to win! They may sumonth until they win. If they wish to resubmit the same photos, testimonials etc., the client needs to fill out a new entry/re-entry form, and ensure that they have fulfilled the workout stipulatiolast three weeks prior to their “re-entry". If a client wins• , they may enter again at a future date, if they feel they have achieved further results.

re photos,

s

ot only physical changes but also positive changes

in their testimonial nts and who can

.

l egulations

k es the Success Story Challenge

suit works best

Ideally, the client should wear the same clothing for both the before and after pictures

• Use a calendar or type the date in large letters and place on the wall behind the client- make sure date is showing in the pictures

• Ensure the client is relaxing; they should not be “sucking in”

• Mark a line on the floor with tape a certain distance from where you want the client to stand (beside a wall is best); use these lines for both the before and after shots

• Have the client do the following poses: 1. Front view (arms should be placed behind the head at all times) 2. Back view (arms should be placed behind the head at all times) 3. Side view (arms should be placed behind the head at all times)

• You may wish to take other creative poses to show a more sculpted body / body part (e.g. a lunge to see a more defined quadriceps and hamstring)

In the event that they have been a previous winner, and wish to enter again, they will need to fill out a brand new entry package and submit new information, including a new written testimonial detailing their achievements since they last won. They may if they wish use their original befohowever the must have new after photographs. And, as always, the client must have worked out with a Personal Trainer once a week for the last three weeks prior to their new entry.

Te timonial Questionnaire • Winners’ submissions will be selected based on the content and quality of both their before and after

photographs as well as their written testimonial questionnaire. The answers to the questionnaire account for 50% of the overall score, so please advise clients to take their time creating their replies. We’re looking for individuals who have achieved nin lifestyle and attitude – someone who can inspire others with their story. As much as possible clients should use only the space provided on the questionnaire form to write responses. Winners will be judged on who has made the most overall improveme

hanged for the betterbest concisely and inspirationally express how their life has been c

Ru es and R• See a Success Story Challenge Entry Form for a full list of the rules and regulations

Ta ing Pictur• No Polaroids

• Take a number of pictures to ensure clarity

• Client should not be wearing bulky clothing; a bathing

•



Tool # 14⎯ Club Blood Pressure Units and Personalized BP/HR Measurement Cards

ty blood pressure unit. It is part of GoodLife’s pledge to help put s on their numbers- body

composition, blood pressure, an an you use this blood pressure o book

k

ng how a member should take their e day, and average them to get the

he member can drop their card (with their phone number

ion and discuss their readings

How

shake My name is Pam and I’m a Personal Trainer here at the club. Have you used our

We wh “ ent

n b ody how much of your body is le fat. Fat is one of the leading o high blood pressure since it can block your arteries.”

)e) t one of the first steps to knowing your numbers is to know how to take your

ere on the unit e it 10 times on 10 separate occ referably at different times of

ment of their true numow to use the machine

rd their explain the box system

options on their goals three times

4 5 6 10

In each GoodLife location is a high qualia dent in Canada’s #1 killer- heart disease. Our goal is to educate our member

d heart rate, to name a few. Not only cmachine with your clients to educate and service them, but it can also be an excellent tool tconsultations.

How to use the blood pressure unit with a Blood Pressure Measurement Card to booConsultations:

a) Put up a ballot box on or beside the unit. Attach a poster explainiblood pressure and heart rate 10 times at different times of thmost accurate reading.

b) Attach the blood pressure cards to the unit c) Explain that after taking the 10th reading, t

on it) into the box provided. d) A Personal Trainer will call them and book a time to do a consultat

to Use the Blood Pressure Unit on Walk Arounds/ Member Ambassador Shifts to book consultations a) Smile b) Name exchange/ handc) “Hi, how are you?

blood pressure machine before? Have you ever hare working to educate our members on

ad anyone explain what “your numbers” are? at your numbers” are and how that can help prev

certain risk factors of heart disease. Those composition-

um ers are your blood pressure, heart rate, and ban mass, water, and

contributors td Ask the client if they would like to know their numbers and use the Formula for Success

Tell the member thablood pressure and heart rate h

f) Explain that they need to tak asions (pthe day) to get the most accurate assess bers

g) Ask them to sit down and show them hh) Give them a sheet from the blood pressure pad, reco readings, and

set up i) Try to book a consultation to help them see their

on their own.how to achieve

faster then they are now by training

1 2 3 7 8 9

Date:

Initials:

Notes:



Tool # 15⎯ Corporate Leads Follow up on all Corporate Members who have received a discounted membershmoney to spend on their health and fitness and may not have yet b

ip. They may have extra een personally introduced to Personal

heir employees and the wants and needs of that market before

Training.

• Use their facilities to host In-house Seminars, Body Comp Testing, Blood Pressure and Heart Rate Clinics etc.

• Consider the type of Business, tdesigning the seminar. If possible, send out an employee interest survey first to narrow down your topics


BUILD YOUR CLIENTELE


Sales Keys The Six Hot Spots The goal of each appointment is to make the customer feel comfortable enough with you that they are able to listen to and understand your exercise and health recommendations. Every sale begins by learning how to deal with each different type of prospective client. Once you are able to communicate with them in a way that they are open, you will be able to build rapport.

Most prospects are divided into six major types, based on their wants and needs. By listening carefully, you can identify which type your client is; most sales are closed by addressing just 1-2 issues.

Below is a list of hints on identifying your prospects “hot spot” (their source of pleasure and pain and what is most important to them) and tips for closing the sale in each case.

Results

1. The results-oriented prospect will ask you how much he/she is likely to improve.

2. He/she may ask you for references from other clients.

3. He/she will often have a specific goal in mind, frequently related to fat loss.

4. To close a sale with this person, you need to guarantee results. He/she will not be very impressed with a list of credentials or scientific jargon.

5. Just be assertive about your ability to motivate clients to create the changes necessary to achieve results.

6. The results-oriented prospect may also be impressed by their perception of how fit you are.

Safety

1. Often older or extremely de-conditioned, the safety-oriented prospect is basically afraid.

2. He/she may seem intimated or shy.

3. He/she will ask questions about how you would start him/her on a safe program and they’ll want to be assured that the workouts wouldn’t be too difficult.

4. This prospect just wants to know that you aren’t going to hurt them!

5. To close this sale, you need to tone down your approach.

6. He/she doesn’t care about the characteristics of the different exercise machines (which look intimidating to them) and they don’t want to hear how hard you’re going to push them.

7. Tell the prospect how carefully you will evaluate their fitness levels and abilities.

8. Explain that following a moderate exercise program will gradually improve their fitness.

9. Let them know that you’d be happy to speak with their doctor, if necessary, to get program recommendations.

Knowledge

1. The knowledge-oriented prospect is very concerned about the professional credentials of anyone he/she hires, and their personal trainer is no exception.

2. “What kind of certification do you have?” “Where did you go to school?” “How long have you been a trainer?”



3. It’s important to impress this prospect with your professional training and knowledge.

4. Stress how you keep up with the latest advances in the health and fitness field i.e. show them your CAN FIT PRO attendance certificates from conferences, certification updates, etc.

5. Reply to one of the prospects questions with an answer that shows you’re on top of your field. (For Example: “It’s interesting you ask about abdominal training, because new research has come out indicating…”)

6. Finally, let them know that you already have a specific program in mind that would help them to reach their goals.

Enthusiasm

1. Sometimes a prospect will come to you just looking for inspiration or motivation.

2. At first, his/her “hot spot” may be hard to pinpoint. Their statements may seem vague and often they may not admit that lack of motivation is the basic problem.

3. He/she will be low in energy and exhibit poor posture.

4. Don’t waste any time with this prospect! You must energize this person right away, or they will find plenty of reasons not to train.

5. Say things like “Don’t worry, I’ve worked with people who were in much worse condition than you are, and I got them into great shape!” “Believe me, you’ll be training harder and more efficiently than you ever have. I’ll make sure you get into tip-top shape!”

Respect

1. The respect-oriented prospect knows he/she wants to hire a trainer. His/her attitude is that a trainer is no different from anyone else he/she might hire.

2. He/she doesn’t trust anyone who doesn’t project the “right” image—well groomed, deferential, and professional.

3. He/she may even claim to know about personal training, and wonder why they haven’t heard about you.

4. Ask only professional questions and give professional, specific answers. There’s no need to beat around the bush.

5. Don’t waste time with technical mumbo jumbo or long discussions; this prospect doesn’t care.

Value

1. It’s not hard to identify this prospect. Money is the chief concern.

2. He/she will not only ask for your prices, but might also mention comparison-shopping.

3. Don’t be fooled! This prospect doesn’t want the cheapest trainer in town. In fact, he/she may have plenty of money and be able to afford the most expensive trainer.

4. Don’t focus on prices or discounts with this prospect. His/her Mercedes dealer doesn’t haggle with him/her and neither should you!

5. Just concentrate on explaining everything he/she will get for their money.

6. Remember that the bottom line with this prospect is usually not price, but perceived value.



Service #1: The Consultation

The GoodLife Fitness Consultation Form was designed by sales experts in the fitness industry to help Personal Trainers extract the necessary information needed from prospects to close the sale.

The consultation is completed on the left side of the page first. Complete this side all the way to the bottom of the page. Ask open ended, specific questions, carefully using excellent listening skills. The more the you can get a prospect to open up and be specific about what they want to receive from the training, the more likely the prospect will trust you. In this section the Personal Trainer should only be speaking 20% of the time and listening 80% of the time.

There are many other necessary reasons to fill out a consultation form:

• liability

• Writing down what the prospect says makes them feel seen and heard

• Used as a reference for program design

• Seeing is understanding: clarifies expected results and prices available

• Helps to overcome the objections

Different extensions of the Consultation are the Health Solution Form, the Body Results Opportunity Assessment, and the Fitness Assessment. We will explore the Specialty Services Consultation in detail first.



Consultation Rehearsal Modules

“Meet and Greet” Section of Consultation (Attention Stage)

• Eye contact and wide smile / thanks the prospect for coming.

• GoodLife handshake.

• Name exchange.

• Personal Trainer positively pre-frames the client before taking them to the assessment office by introducing the consultation sheet. i.e. what to expect in the 1/2 hour, establishes client's interests and goals, associate creates excitement about the programs they have to offer.

• Asks member to confirm proper spelling of name and if address is correct.

• Associate attempts to build rapport by establishing commonalties through their comments, body language, and voice quality (identifies communication style & COPY CATs!)

• Associate identifies prospect's current activity level and exercise preferences.

• Associate identifies prospect's communications style and adjusts to it.

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



“Fitness Benefits” Section of Consultation (Interest Stage)

• Refers to Fitness Planner if available.

• Encourages client to open up and reveal specific goals.

• Uses fitness benefits section to identify pain and pleasure sources.

• Associate assesses health history. (Refer to the Fitness Planner if available to include Family History). Creates urgency with health concerns.

• Associate assesses nutritional habits – Rank from 1-10, 10 being excellent and associate gets the client to explain why it is that number.(i.e. frequency, portion sizes, food choices, why, and writes exactly what the client states without giving advice)

• Establishes prospect's individual "needs, goals, and timeframe." Get prospect to confirm how important each need is to them through rating 1-10, 10 being very important, and gets the client to explain why it is that number.

• Trainer asks questions to gather information and listens – Let the client do 80% of the talking.

• Trainer asks a pre-closing question after this section to get a “yes” from the client.

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes



“Personal Review” Section of Consultation (Qualifying Stage)

• Great eye contact. (Associate shows that they care)

• Body language-relaxed shoulders, slightly lean in to convey genuine interest and caring.

• Associate is able to get the member to identify what is the #1 barrier to their success and what they need from the Personal Trainer to overcome these barriers.

• Has member identifying with the emotional benefits from achieving their goals. i.e. have member visualize having succeeded.

• Associate identifies current support systems provided and required by prospect.

• Associate is able to have prospet commit to a minimum number of workouts per week. (Gives 2 options)

• Associate is able to continue copy catting to keep the prospect comfortable.

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



“Tour of Program” Section of Consultation (Conviction Stage)

• Associate makes an exercise prescription based on the information they received on the consultation.

• Personal Trainer points out and uses all tools necessary to clearly explain what Personal Training is and the program recommendations (see list below).

• Explain what a Personal Trainer is

• Personal Trainer does Feature Benefit Feedback so the prospect confirms they want the Personal Training:

a. Make claim on the specific program. Claim should be short, generic and grabs the prospects attention.

Note: This is done on one of the clients “hot spots”; must be relative to their goals.

b. Provide logical benefits about the program (give facts to support the claim)

c. Provide emotional benefits of the program (i.e. Use feeling words, refer to the Personal Review Section of the Consultation- they already conveyed these).

d. Ask a feedback question (This must be specific and personal). The goal is to get a “yes” from them before continuing. i.e. “Rachel, if I could guarantee your energy would double and you would lose 20 lbs. by January 28th, would you train with me?”

• Options available to go on “Tour of Program”

- Testimonials (Introduce them to other satisfied clients whenever possible)

- Fitness Assessment room

- Personal Training board

- “Meet the Trainer” bulletin board

- Fat Loss bulletin board

- Personal Training Only area

- Fit Fix line

- All information pamphlets and booklets

- Muscle and fat models

- PT Services Binder

- Program specific board

- 6 Week Fat Loss Program Flip Chart 1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



Dialog Section Feature Benefit Feedback Examples

When touring/ explaining the program it is important to remember the feature, benefit, feedback system. Please refer to the following Personal Training and Fat Loss program examples.

Personal Training

Make A Claim

Provide A Logical Benefit

Provide An Emotional Benefit

Feedback Questions

⇓ ⇓ ⇓ ⇓

It's awesome! It’s incredible! It’s the best!

It’s the only way to go!

It is a proven fact that Personal

Training improves your results by 80% and gives

them to you up to 3 times faster than

on your own!

You feel so great about yourself and

have a sense of accomplishment.

If I could help you lose 30lbs by

_____________ , would you be

interested in training with me?

It’s so impressive! It guarantees

results!

You have someone with you every

step of the way, motivating you

and pushing you to your max

without giving up.

You will feel so safe and have the peace of mind that you are

not wasting your valuable time.

Do you ever feel that you don’t push

yourself hard enough or you’re

not sure how intense you should

workout?

It’s so fun! It’s so rewarding! It’s so worth it!

It’s so easy! It’s so smart!

You can have any program designed that you want and

if you are not satisfied we have a

satisfaction guarantee!

You will look great and you will have

more confidence in everything that you

do.

If I could help you to run 45 minutes vs. 20 minutes on the treadmill by

_____________ , would you be interested in

Personal Training with me?

**When asking the Feedback Question, make it specific, personal (use name) and get a YES from them.



The Fat Loss Program

Make A Claim

Provide A Logical Benefit

Provide An Emotional

Benefit

Feedback Questions

⇓ ⇓ ⇓ ⇓

It’s incredible!

It’s only 1 and ½ hours a week

(Only a half hour in the club each visit) No time

pressures

Less stress on schedule and time commitments. Feel more peaceful/no

guilt.

Wouldn’t you like to be guaranteed to

lose 10lbs of fat in 6 weeks and only

have to workout 1½ hrs a week?

Guaranteed to work!

We Guarantee Results!

1,000’s of people have succeeded!

Feel great about yourself. Increased

self-esteem.

Wouldn’t you like to be guaranteed to

lose 10-19lbs of fat by

_____________? (6 weeks)

The best program available in the

market. The most successful

program GoodLife offers!

All-inclusive program—

Combined meal plan, exercise with

ultimate in motivation.

Peace of mind—healthy meal plan

designed by dietician. You will

feel totally confident and feel

safe

Have you ever participated in a diet that didn’t work? Or tried to lose weight on your own and it

didn’t work?

**When asking the Feedback Question, make it specific, personal (use name) and get a YES from them.



The Results Schedule

The Results Schedule is a fantastic visual tool that helps the top Personal Trainers show their clients the nutrition and exercise plans they prescribe to ensure they achieve all of their goals. It’s easy and clear to the member, which helps the client feel knowledgeable about their prescription. A client who understands you feels powerful and confident that they are making the right decision. If you could take the confusion out of the decision process, why wouldn’t you use the Results Schedule?

• Before beginning, positively preframe the client that you will be mapping out their 3 month, 6 month, and 1 year plan to achieve their goals and maintain their results for a lifetime.

• Explain the type and frequency of training that your client needs.

• Mark each day that they should workout with their Personal Trainer with an X.

• Every 6 weeks, the Personal Trainer writes the results the client will have achieved beside the date (i.e. for weight loss, write 9-12 lbs beside the 6 week date- help them to understand the journey). This continues until all goals are achieved.

• Keep in mind that clients may develop new goals as they continue training with you; i.e. need continued follow up and structure, regular program changes, or additional sessions to maintain good nutrition and lifestyle habits. Mark additional weekly and monthly sessions/ programs with an X for the proper frequency and duration suitable to the client’s maintenance program.

• The Personal Trainer can continue with recommended type, frequency and reasons for training

i.e. after the client completes their 6- month weight loss plan, they need to continue 2 times per week for 2 months focussing on maintenance and

flexibility next they begin to taper off training a bit and continue training once per week for an

additional month then move onto one session every month to have an assessment, ensure they do not

regress, or have a program change. • The goal is to create for the prospect a 3 month, 6 month, and 1 year plan to choose from.



Prescription Section of Consultation/ Results Schedule (Summary Stage)

• Associate confidently suggests what program(s) the client will need to achieve their results. "From what you've told me today, I would recommend.” (or) “You will need at least: individual Personal Training, the Fat Loss program, Summer Sizzler, the Running Program, Group Training etc."

• Creates urgency on achieving goals as soon as possible (“to achieve your results right away.”)

• Associate uses the calendar to show the client how many sessions per week they will be training, and marks “X’s/ checks” on each day, beginning right away, to show the client the planned training days

• Associate landmarks the goals achieved on the Results Calendar every 6 weeks to give the client hope and ensure they understand what will happened in those 6 weeks.

• Associate does this for every 6 weeks of the programming until all of the clients goals have been achieved

• Associate counts up the number of sessions that are needed to get the final goal and marks this on the page

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



Short and Long Term Goals

Summary of Short and Long Term Goals • The short term and long term goals section is used to demonstrate specifically what a member can

achieve with a Personal Trainer

• Body language and voice project confidence - no fidgeting, strong voice, sitting tall

• Use closing words such as . . . “You will achieve”

• Refer to Results Schedule to show land marks

Short Term • Write down specific results which will be achieved within 6 weeks of today’s date (write in the 6 week

projected date)

• Remind the prospect of how those results will make them feel and the difference it will make in their life

• Compare these results and time frame to what the client’s time frames were to show how much faster results will come by working with a Personal Trainer. Use arrows between the left and right hand sides of the consultation to explain how much faster a Personal Trainer will get them to their goals.

Long Term • When introducing long term goals, use connecting phrases like ‘by continuing”

• Choose a date the client will be able to achieve their long term goals

• Utilize the Results Schedule to physically show the client this date.

• Write down specific results, which will be achieved by this long term date.

• Use qualitative words

• If their results should be achieved within a 6-week time period, talk about a maintenance program. This works with the Results Schedule

“Angela, what I know will be the best way for you to begin training with me is the Fat Loss Program. You and I will need to work together 3 times per week for only a ½ hour. That’s perfect for your schedule and you’re guaranteed to lose 9-12 pounds of fat and 6-11 inches in total by March 30th. You’ll feel fabulous because you’ll lose 2-3 inches from your waist so you’ll already be able to go down 1 pant size! For the next 6 weeks we’ll continue to train 3 times per week, and since you’ll be stronger and have more endurance, we’ll increase the length of those sessions to 1 hour each. By doing that, we can begin to move into other areas of your fitness goals- we’ll be able to have more time to work on your core. You will lose another 10 pounds and another 2-3 inches off your waist by April 16th. You’ll be over half way to your goal in only 3 months! That’s 4 months earlier than you said you needed to lose the weight! That’s the end of your 3 month plan.” “We’ll continue training 2 sessions per week because we’re going to increase your involvement in other areas of the club. We’ll start doing more of the Group Ex classes. By doing Body Pump or RPM once per week, you’ll add variety to your workouts, while getting to know other members in the club. You’ll really begin to feel like you can do anything. So you can see that by June 1st, you’ll have lost the last 10 pounds, you’ll have reached your goal to fit into a size 10 pant. Isn’t that fantastic! In your 6 month plan you’ll have more than doubled your energy and strength, and you’ll look and feel as tight as you did when you were 25.” “After you reach your goals, you and I want to ensure that you stay there, and that you continue to maintain your lifestyle change. We need to continue to meet 1-2 times weekly for the next 2 months, until September 1st. After that we’ll be able to move to one session per month because you’ll have enough education to be able to handle more training on your own. I will be a big motivator for you so that you maintain your new habits and don’t fall back into the bad ones. That will take us to January of 2006. After we have completed your year plan, you’ll have completely changed your life. You’ll eat 200% better, exercise 3 times per week regularly, you’ll love it and you will feel so fantastic that you may even want to become a trainer yourself!”



What Can A Client Achieve? Fitness Performance Chart

RESULTS With a Personal Trainer 2-3x/week

On own 2-3x/week using Fit Fix Principles

• Lose 20lbs. in a healthy manner

In 6 weeks, one can lose 9-19lbs on our patented Fat Loss Program

1-2lbs per week is recommended to lose weight in a healthy manner; otherwise muscle tissue may be deteriorating or it is water weight. Thus, it would take 10-20 weeks or 3-6 months.

• add 2-4lbs of body-shaping muscle 6-8 weeks 8-12 weeks

• gain 8-10lbs of mass 3 months 6 months • gain 2-3 inches (e.g.

Chest or bicep) 6-8 weeks 2.5-3.5 months

• double your strength 6-8 weeks 8-12 weeks • drop a pant size or dress

size 3-6 weeks 6-9 weeks

• to increase flexibility by 50% 6-8 weeks 10-12 weeks

• increase speed by 10% 6-8 weeks 10-12 weeks • reduce resting heart rate

by 5-10 beats per minute 2-3 months 12-18 months

• improve cardiovascular endurance by 50-100% 2-3 months 12-18 months

• lose 3-5% body fat 6-8 weeks In 6-8 weeks, one would only be able to lose 0.5-1.5%

• decrease your resting blood pressure

3-5mmHg in 6-8 weeks (both systolic and diastolic)

1-2mmHg in 6-8 weeks (both systolic and diastolic)

• significantly decrease pain associated with fybromyalgia

Can significantly decrease level of pain, increase energy and promote function within 6 weeks

• significantly decrease joint pain

Regular exercise will decrease the occurrence of minor aches and pains as well as increase the pain threshold

• significantly decrease pain associated with osteoarthritis

Can significantly decrease level of pain, increase energy and reduce the occurrence of broken bones within 6 weeks

• Exercise can significantly reduce the risk of osteoporosis • Exercise can significantly reduce the risk of heart disease • On a scale of 0-10points,

if 0 was no energy and 10 was an incredible amount of energy, # of points that could be increased

4 points in 6 weeks 2 points in 6 weeks

• form a habit 21 days/3 weeks • increase energy level Almost immediately upon commencing exercise



• Fat Loss Program Men Women Fat Loss in lbs. 13-19lbs 9-12lbs.

Inches Overall 6-11 inches 6-11inches

Muscle Gained in lbs. 3-4lbs. 2-4lbs.

Inches in Troubled Areas 2-4inches 2-3inches

% Strength Increase 40-100% 50-100%

***When discussing achievable results with diseases and other injuries related to rehabilitative Personal Training, it is extremely important that you ask specific questions, so as to be clear and concise when you talk about their guaranteed results.

Example- ask how many days a week they suffer from pain associated with the disease or injury, (then you can make a claim that Personal Training/ exercise will help them to reduce the amount of days per week they feel pain.

Example- ask for their current level of pain on a scale from 1(little pain)-10(lots of pain), (then you can make the claim that Personal Training/ exercise will help them to increase their pain threshold, and decrease their actual level of pain)



Price Presentation Section of Consultation

Fat Loss

• “I recommend that you begin with the 6 Week Fat Loss Program and it is $599.00. All I need to know is, which option is best for you - Visa, MasterCard, cash or Interact?”

Or

• “In order for you to lose 20lbs and keep it off, I recommend the Fat Loss Program and at least 14 Personal Training sessions.”

• Use current special (if applicable) and savings for purchasing more sessions to show additional savings. i.e. “Because you need at least 14 sessions you save $______per session. I just need to know would you prefer the Fat Loss and the 14 sessions or just the Fat Loss?

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Personal Training Price Presentation (Option Close)

• Trainer recommends options that are suitable to the clients needs by explaining their 3 month, 6 month, and 1 year plans.

• Trainer presents client appropriate price presentation.

• Trainer highlights the savings from the larger number of sessions they recommended.

• Trainer always shows cost of 1 hour session i.e. Master Training 59 (ensuring no $ signs or decimals or zeros are written)

• Did the associate circle the sessions selected on the consultation form once the client made their choice?

• When applicable always note extra savings or incentives from current months marketing.

• If a client is purchasing more than 1-9 sessions, cross out with an X, the single sessions 1 hour cost and write in the price of the reduced session beside or underneath the X price.

• Creates urgency on achieving goals as soon as possible (“to achieve your results as soon as possible.”)

Fat Loss Program Price Presentation • Indicate the cost of the Fat Loss Program for member or non members.

• Show total savings.

OR

• Compare one session of Fat Loss with an individual hour session of personal training and indicate savings per session

• When applicable always note extra savings or incentives from current months marketing.

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THE PERSONAL TRAINING—OVERCOMING OBJECTIONS THE GOODLIFE WAY When you complete your option close, the average prospect will say no at least four times before they say yes. A prospect that is considering investing a large sum of money in your services needs help and patience to work through their decision. Expect the prospect to say no, and be prepared to help them work through this decision. The following techniques will not only help the client through the sales process and help to overcome the objections, but will feel good that you have done it is a caring and helpful way.

Learn these techniques cold. Practice them over and over until you can recite them without moving or looking at your sheet. Too Much Money No Time Fear Failure

1st NO Fixed Response You said in your consultation, that

your goal was a 9 out of 10 in importance to you. So, once you begin to see three times the normal results, I’m sure you’ll agree it is worth the investment. Let’s get you started right away, would you like to start today or tomorrow?

Earlier during the consultation, you mentioned you could workout 2-3 times per week. So let’s get you started on Monday. I have a timeslot open just at the time you can make it in.

For fast and effective results, Personal Training is your best option. You will learn 3 times faster with a trainer so you’re sure to achieve your goals. Would you like to start with the 3 month plan to get you started on your goals or the 1 year plan to achieve all your goals and maintain them?

2nd and 3rd NO-Clarifying Repeat the Objection It’s too expensive? You don’t have the time? You think you will just wait?

Isolate and Remove

Is the only thing preventing you from getting started the investment? Would you get started otherwise? To help you achieve the results you are searching for and since I know how important this is to you, I can allow you to pay ½ by visa and ½ by debit. What would be best for you?

Is “no time” the only thing stopping you from getting started today? If I can help you with this time issue, would you be interested in getting started right away?

If I can guarantee you would feel more comfortable with me than on your own and get 80% better results, would you start the program?

Explain the Objection

Can you explain whether it is the cost of each session or the total payment that you find expensive? Or Can you explain what you find so expensive about the programming?

Can you explain to me why you don’t feel you have the time?

Can you explain what it is that you think you won’t be able to do?

Feel Felt Found

I understand how you feel, some other members initially felt the same way, but when they lost 2-3 pounds in their first 2 weeks, they definitely found it was worth it.

I understand how you feel; others have felt the same way. But, after only 2 sessions working with a Personal Trainer, most people have found that their workout time was cut in half. Theywere working more effectively and efficiently. Wouldn’t you love to cut your workout time by half and get the best results?

I understand how you feel, others have felt the same, and once they had the individual attention, they found they learned 3 times faster.

4th and 5th NO Satisfaction Guarantee

We can help you with that. We are so confident in our professional Personal Training that if in your 1st 2 sessions you feel that it is not valuable to you; we will refund the remaining unused sessions. Or explain the PT Easy Payment Plan- “We have our PT Easy payment plan that makes it easy to start Personal Training. You put down what you can afford and then pay a little a time just like on your membership. “

We can help you with that. We’ll give you 2 sessions to decide if this works in your schedule. If you can’t make the time, we can cancel your workouts and refund the remaining unused sessions.

We’ll give you 2 sessions to become comfortable with Personal Training. If you begin to feel overwhelmed, we can cancel your workouts and refund your remaining unused sessions



THE FAT LOSS PROGRAM—OVERCOMING OBJECTIONS THE GOODLIFE WAY

Too Much Money No Time Fear Failure 1st No

Fixed Response

You said your goal was a 9 out of 10 in importance to you. Once

you see 3 times the normal results, you’ll agree it's worth the investment. Let’s get you started

Monday.

You said earlier that you could workout 2 or 3 times a

week. So let's get you started on Monday!

We will be with you 100% of the time--every workout--let's

make you an appt. to see what it is like!

2nd, 3rd No Clarifying

Repeat the

Objection So you think it's too expensive? You don't have the time? Do you think you can't do it?

Isolate and

Remove Is the only thing preventing you from getting started, the

investment? If we could make you comfortable with a flexible

investment plan, do you still want to lose the 20 lbs.?

If we could fit your workouts into your busy schedule, is

that the only thing that's stopping you from getting

started?

Or If I could find you the time by making your workouts fast

and effective, would you still be interested in achieving the

results you mentioned?

If I can guarantee you that you'll reach your goal, then would you give it a chance?

Explain the

Objection Is it the individual cost of a

session, or is it the total payment all at once?

Could you explain to me why you don’t have the time?

Or What is it about the program

you feel you aren't able to commit the time to?

Can you explain what part of the program you feel you

won't be able to complete?

Feel Felt

Found

Other clients have been concerned about the price, but

once they started seeing results, they would have paid anything! Or talk about the PT

Easy Payment Plan

I understand how you feel--other clients have felt the

same way--what they found was once they started on the

program, it was worth the time!

How's Wednesday to start?

Many clients have felt the same way, but once they got

started, they found the program very easy to do

because we coached them through everything!

4th, 5th No Money Back Guarantee The program has a 100%

full money back guarantee!



Service #2- The Visual Fitness Planner What Is The VFP? The Visual Fitness Planner let’s our prospects see what they will look like by committing to their lifestyle change with you. It gives them the knowledge to change their destiny. In just 2 minutes your prospect will see before and after images of how Personal Training with you will get them their results 3 times faster then exercising on their own! A picture is definitely worth a thousand words.

Why A Personal Trainer Wants To Use The VFP? The VFP is so wonderful for Personal Trainers because: • It is exclusive to the GoodLife Fitness Clubs so it gives you an edge over all of your competitors!

• Will show a current member what they will accomplish based on what they are doing now - Are they following the program they set out for themselves?

- Are they happy with the timelines?

- Are they achieving the goals they wanted to achieve when they joined the club?

- Are they truly making a lifestyle change?

- Are they decreasing their risk factors for stroke, cancer, and heart disease?

• Reiterates the dramatically increased results (a Personal Training client will receive) by implementing a Personal Training and nutrition plan (compared to exercising on their own)

• Creates a greater level of excitement and interaction in the appointment

• Creates urgency by showing time frames and brings out the 2 biggest reasons prospects buy – to avoid pain or gain pleasure

• We are selling HOPE and the Visual Fitness Planner makes it tangible

• Computer program adds credibility and saves time calculating dates, pounds lost, etc.

• The VFP professionally compliments a Personal Training Consultation or Body Results Opportunity to make the sales process easier for Personal Trainers

Using the VFP with a Consultation In most cases the prospect who you will be speaking with will want to lose fat, or “get in shape”; 80-90% of our prospects fit into this “un-fit” population category. Below is a step by step plan to take you through a consultation using the Visual Fitness Planner.

Step One:

a) For your appointments, you need to be prepared to close the sale. Ensure you have consultations, the Results Schedule Calendars, Personal Training Agreements, Buddy Bucks, a calculator, the Fat Loss Flip Chart and any other programming visual aids that will help you to close the sale as well as the files of anyone who is prebooked.

b) You may have an appointment sheet available to ensure that you are prepared for any pre-booked appointments.

Step Two:

a) Positively pre-frame the appointment

“As you know, your appointment is to provide for you your own personal Visual Fitness Plan! The plan is so valuable because it is exclusive to GoodLife and it will tell you exactly what you need to do to achieve your goals, so it gets rid of the guessing and waiting. The VFP is also incredible in that it will show you your current health status and motivate you because you will actually see what your changes will be. I am now going to show you what your computerized image looks like, ask you some questions about your specific needs and goals so I can provide the best



possible solutions for you. My goal is to make sure you are doing exactly what you need to do to accomplish your goals and within a time frame that is pleasing to you.”

b) Review the “Home” page first: The “Home” page provides discussion on how education, motivation, and support work together to transform someone’s body.

c) Personal Trainer fills out the left hand side of the consultation. Use the VFP and begin to

fill in the information on the “Customize” page (or pulls it up from the saved files if one has already been completed and saved). Before moving on, use the Image Tuner “muscle” and “fat” bars to ensure that the body image on the customize screen is as close as possible to the prospects current body. “As you can see the program has also created your 3-D image. I will spin this around a little bit so you can see all the different angles. Of course this won’t look exactly like you. We’re trying to get a picture of what your body is like. (or) Do you feel like your body carries the muscle tissue and fat tissue a little different? (or) Is this where you tended to lose or gain weight in the past?”



Step Three- Risks: This is by far the most important portion of the assessment. In many cases we want to look better and feel better but we forget to take a look at what we may be at risk for in the way of health.

a) Ask the client their Health History. Using the Family History and Special Conditions boxes.

Family History: “Has there been any evidence of diabetes, heart disease or stroke in your immediate family, mother, father, brothers or sisters?”

Special Conditions:

1. “Have you been exercising on a program that is getting your heart rate up for 20 minutes or more, three to four times per week, on a consistently?” Mark the box if they are not a regular exerciser.

2. “Do you currently smoke?” Mark the box if they say yes. Please note any smoking counts; even if they only smoke when they go out on weekends. Smoking even a little damages your lungs.

3. “Do you have high blood pressure or high cholesterol?” Mark the box only if the person does have these conditions and is not using medication to control it.

At this point you are able to address the health risks illustrated by the graphs on the screen.

BMI – “Based on your personal information and your family history, the program has calculated your Body Mass Index as well as your current health risks. Your BMI is basically a ratio between your height and your weight. But the most important thing for you to understand is that your BMI is a predictor of your health risks. The program has calculated your BMI to be _______. Combined with your family history and personal information, this means that your risk for diabetes is ___________, your risk for heart disease is ___________, and your risk for having a stroke is _______________. Even if nothing changes with your Activity of Daily Living, as you grow older your risks of developing Diabetes, Heart Disease, Stroke and Cancer will increase. Fortunately, these diseases are controllable through regular exercise and good nutritional habits. Now, I can show you more about what we need to do and how we can work together to accomplish that.”

b) Personal Trainer checks off “Start Exercising” if not consistently working out to show the difference it makes in their health. Then, using the “Pounds Lost” tool bar at the bottom of the screen, move to the number of pounds the client wants to lose – show them how their health risks drop.

.



Note: You can also show the client what will happen to their health if they gain weight, stop exercising, or continue on an unhealthy path.

Note: Before you make a prescription, make sure that you have clearly shown the difference it would make using the bar graphs. During the “Tour” section of the consultation, pull up the Visualize page of the VFP file and determine Exercise Prescription now.

Step Four- Visualize:

The Visualize page is key to the success of the consult if explained properly because it introduces the four factors of fitness and demonstrates how compliance affects the client’s transformation. The trainer inputs whether the member would like to become thinner, more muscular, or both. Next the trainer needs to say; “The likelihood of accomplishing your goals and at the time frame you have requested is determined by your compliance to the 4 factors of fitness. They are: 1) your resistance training, 2) your cardiovascular workouts, 3) your commitment to regular healthy nutrition, and 4) whether you are getting help from a Personal Trainer. There are 4 sliders for these factors.”

NOTE: You need to remind the client what each column means (Nutrition= 4-5 small meals, 2 small snacks, and proper hydration; Cardio/ Resistance training= 20 minutes or more).

i) Member who is exercising Currently – Ask the member what they are currently participating in and how many days per week (Cardio, Resistance, and Nutrition Plan). Referring to their fat loss goals: determine, using the Time Line, how long (in weeks) it will take to achieve their goal.

Trainer marks this date on the calendar. Personal Trainers need to treat each column as a separate question. Ask the client how many days/week they follow Cardio, Resistance, Nutrition and Personal Training (treat PT the same as the other columns). Now show the client when they are scheduled to achieve their goals based on what they are currently doing then get them to commit to what they are willing to now do.

NOW – use the Personal Training Slider and put in 3 days of Personal Training per week. Again, referring to their fat loss goals, determine, using the Time Line, how long (in weeks) it take to achieve their goal. Mark this date on the Calendar. The Personal Trainer needs to explain that most members work with a Personal Trainer until they reach their goals and then meet with them occasionally to maintain their goals

ii) Not Exercising Currently – Personal Trainer to place in an Exercise Prescription based on our Fit Fix Theory (the goal is to show them how much faster they will achieve their goals with a Personal Trainer, i.e. 3 days cardio, 3 days resistance- training and following a Nutrition Plan 5 days/week. Review above process.

Using the Results Schedule with these sessions is absolutely critical for the Personal Trainer to visibly show the difference in the TIME it will take for the client to hit their goals. As well, it is easy to show the client how many sessions it will take to hit their goals, i.e. multiply the number of weeks by 3 sessions /week. The Personal Trainer is then prescribing # of sessions based on results, rather than packages.

See illustrated example below. The individual has a goal of losing 20 pounds of fat. Note the difference in the TIMEFRAMES



Exercising On Your Own

Exercising With A Personal Trainer 3 Times Per Week.

* Please observe the above two illustrations:

iii) The first illustration indicates that the time length to lose 20 pounds of body fat would be 17 weeks.

Vs.

iv) The second illustration indicates that the time length to lose 20 pounds of body fat with a Personal Trainer 3 times per week would be 10 weeks.

That’s a SEVEN WEEK difference!!



Step Five- Before and After:

• Personal Trainer is to go to the Before and After page to summarize for the prospect where they are at now, compare it to what they will look like when they achieve their goals, and how much faster they will achieve their goals with a Personal Trainer based on the Personal Trainers prescribed programming.

• This is where the Personal Trainer goes to the consultation and does the proper price presentation using an option close- while at the same time referring back to the before and after pictures to show what they will be getting.

Step Six- Transform- The Seven Strategies for Successful Body Transformation print out:

Personal Trainer to go to “Back Office” of VFP Home Page and ensure that the Marketing/Outreach bullet is marked off on Document Type (see below)

Print off and review the “Seven Strategies for Successful Body Transformation” and highlight # 6 and/or #7 for Personal Training and Fat Loss Program, respectively.



Visual Fitness Planner Rehearsal Modules Meet and Greet, Preframe the Appointment

• Eye contact and wide smile, thanks the prospect for coming today

• GoodLife Fitness handshake

• Name exchange

• Associate attempts to build rapport by establishing commonalities through their comments, body language and voice quality (identifies communication style and copycats it)

• Explains the personal Visual Fitness Plan appointment and reviews the Home Page and discusses how motivation, education, and support work together to create the transformation

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Customize Page

• If a new prospect, the Personal Trainer refers to the Fitness Planner if available

• Personal Trainer fills out the left hand side of the consultation

• Personal Trainer gets the client to agree that they want the fitness benefits they have stated thus far- Personal Trainer gets a YES

• If the prospect has already done a VFP when touring the club for a membership, pull up their saved file)

• Personal Trainer asks questions and gets client involved in creating the body image on the screen

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Risks Page

• Trainer refers to health history on consultation

• Trainer fills in the appropriate boxes based on this information and asks additional questions to find pain sources

• Trainer uses the Family History and Special Conditions boxes, and BMI and explains to the client, how their activities of daily living are effecting their health

• Trainer explains that there is hope by making the recommended changes- uses the recommended changes section to show the client how they will become healthier with the Personal Trainers motivation and expertise

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Visualize Page

• Trainer explains the four factors of fitness- the key to success is the compliance to these four factors - and how it contributes to their overall success

• Trainer refers back to what the member committed to when they joined and confirms what they are doing now.

• Trainer addresses if the member is an exerciser or a non- exerciser

• Trainer shows the client when they will achieve their goals (based on what they are doing now) and marks this on the Results Schedule

• Trainer shows client how much faster they will achieve their goals with a nutrition program and by working out with a Personal Trainer regularly, and records this date on the Results Schedule

• Trainer makes a prescription for the number of recommended sessions needed to achieve all of their goals

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Before and After Page

• Trainer summarizes where the client is now, where they will be, and how much faster Personal Training will get them there, based on the Personal Trainers prescribed programming

• Trainer goes to the consultation and does a proper price presentation with two options

• Trainer overcomes objections using the fixed response and the 3 phase process

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Transformation Page

• Trainer prints out the Seven Strategies for Successful Body Transformation”

• Trainer highlights #6 or #7 for Personal training and the Fat Loss program

• Trainer informs client that they will review portions of the 7 Strategies each workout and to be sure to bring it every time

• Trainer gets PT Agreement and completes the sale

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Service #3⎯ Body Results Opportunities⎯a consultation with a fitness assessment

Prospecting Tool for Personal Training

The Body Composition Scale presents a very powerful tool when prospecting for new personal training clientele and renewing your current clientele. The body comp is the main tool to complete this type of consult

• It increases your closing percentage

• It attracts more prospects

• It offers additional revenue services

Examples:

• Club could make it mandatory for new members who have not purchased PT@POS (free lead)

• Increase quality of closing with renewals

• External Outreach – community centers, varsity centres at Universities, special events, Highschool sport team events, local Health forums, corporate wellness programs

• Member Appreciation days


mailto:PT@POS


What Important Information Does the Member Receive?

• Total Body Weight

• % Body Fat

• % Lean Mass

• Blood Pressure

• Heart Rate

• Total % Body Water

• Total Daily Caloric Expenditure

• Disease Propensities and Related Risks

• All of this in a Customized Report and Consultation with a Results Specialist

Members will have the option to book a $25.00 session in which they will receive a full educational booklet customized with their individual body composition data. This is a 5 page colour illustrated manual which serves as a great educational tool.

All new members who do not buy PT@POS could be automatically booked in for a Free Body Results Opportunity with a Results Specialist in which they will receive a one page print out of their Body Composition and professional guidance to offer them the best direction to get the results they desire!

Why Blood Pressure and resting heart rate readings? By checking a person’s blood pressure and resting heart rate, you may get a decent idea of how healthy or strong a person heart health is. If you find any concerns you can guide the member safely throughout their new exercise program or have them contact their physician for additional advice. So many people suffer from heart disease that we felt we should teach them how to properly check their own blood pressure anytime.

Why a body fat, body water and lean tissue measurement reading? Since we know that so many chronic illnesses and diseases are directly linked to body fat percentages such as Heart Disease, we wanted to educate a member on how healthy their body composition. If a member continuously has body fat that is above 30 or 40% there is a great chance that their arteries are becoming more and more lined with fatty deposits or hardening gradually overtime which therefore continuously increases their risks of heart disease.

The body composition is completed on a “Body Comp Scale” – The benefits of this type of test are that it is quick, accurate and user friendly. The differences between this type of assessment and the assessment completed during Personal Training at the point of sale is that there are additional items evaluated such as complete measurements, training and resting heart rates along with all the personal advice and guidance the member receives during their session

Tools to Use for Success for the Body Results Opportunity Session:

• Be prepared, in uniform, on time and in peak attitude

• Make certain that your meeting space is tidy, comfortable and inspiring; make sure that you have all the tools you need

• Do some homework on your potential client: read their Fit Planner and get to know a little more about them; fill out the 1st Page of the BRO (name, e-mail)

• Give a World Class Meet and Greet (GoodLife handshake, smile and name exchange)

• Thank the potential client for coming in today


mailto:PT@POS


• As you and your potential client walk back to the “Health and Fitness Resource Center”, focus on creating rapport with your client by asking questions about them, giving a compliment, smiling, holding eye contact and copy-catting their tone of voice and body language

• To make your potential client feel more comfortable with you, tell the client a little about yourself (background, interests, education and certifications)

• You need to do your best to make the potential client feel welcome and comfortable and by doing so, you ensure trust and likeability (because people buy PT because of YOU)

• Explain the purpose of BRO and what you hope they will get out of it (at the very minimum “defined goals and tips and advice on the best ways to achieve those goals”) i.e. preframe the next 20-30 minutes. Tell them you will be asking a number of personal questions to get a better idea of who they are and what they need

• Proceed to place the client on the Body Composition Scale and Blood Pressure machine and input appropriate information

• Choose the “Plain” or “Graphical” print out. (*All new member sessions are free of charge for the client, however must be printed out as a “Plain” report.)

PLEASE REFER TO APPENDIX A: Using the Body Composition Scale (page 42)

The Body Results Opportunities – section by section

• Confirm name and phone number Ask ALL the questions illustrated on the Body Results Opportunities form (WHY? Because these questions are designed to get enough information from the client to prescribe what they really need, to be able to overcome any objection and to be able to design an appropriate program)

• You should interject your own personality and own way of asking specific questions

• You need to show that you are truly listening to the potential client by repeating and showing that you are focused. Shows you truly care by digging for more information

• Write everything down- the BRO form should be covered with information when you are finished

“What Physical activities do you take part in?” • CLUB: Find out what is a typical gym workout like; do they do any classes; have they ever tried free

weights or different types of programming; how long does the workout take

(WHY? To assess what you can offer them; So that you do not design the same program as they are doing; to understand their preferences and take them into account; to assess length of workout-could you make it shorter/longer or more efficient?)

• WORK: What kind of work demands do they have? i.e. sitting, standing, carrying, crouching, push/pulling, lifting, walking, etc. (Why? To assess any postural demands from their work related activities, as well as repetitive physical activities.)

• RECREATION: Find out what activities they do outside the gym

(WHY? They may have other activities that working out could help them get better at; so that you do not impose too much work on them during their gym workout if they do a lot of other activities; to find out their interests (commonality with trainer); to congratulate them for “doing something” and to reiterate the importance of a gym workout)

• CURRENT ACTIVITY LEVEL: From the above information place the activity level listed on the “Plain” and/or “Graphical” printed report (Very light, Light, Moderate, Heavy or Very Heavy) see explanation on page 2 of “Graphical” report.



Rate your Nutritional Habits (including Hydration) on a scale of 1-10.” Explain: • In this section you are finding the “Input” part of the “Output – Input” energy equation and you must

DIG and ask questions afterwards. I.e. they rate it out of 10. (Proportions of food, schedule of meals, on the run, type of foods, difficulty with planning meals, etc.)

• At this point you are qualifying the client as a possible candidate for our 6 Week Fat Loss Program.

PLEASE REFER TO APPENDIX A: Using the Body Composition Scale

Body Results Summary ⎯ (Objective Portion – Facts) Transfer the numerical data from the “plain” and/or “illustrated” report into the corresponding boxes. The purpose at this point is to just collect the information and use it to reference in the “prescription and results” section. (Healthy Range should be completed in RED pen for great effect). Input numbers only, not time to prescribe or interpret.

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List in order of priority what fitness goals you would most like to achieve and rate their importance on a scale of 1-10 ⎯ (Subjective Portion) • MOST IMPORTANT PART OF BODY RESULTS OPPORTUNITY!!! This is your gift to them – helping

them really define their goals!

• Ask them to rank their top 3 fitness goals in order and help them define those goals by asking them what achieving that goal would mean to them, where they want to do it, to rate where they are now and where they want to get to and perhaps even suggesting goals for them (see below)

• Rating- ask how important achieving that goal is

(WHY? Will help with overcoming objections later “You said earlier Cathy, that losing that weight was an 11 out of 10 importance to you and the FLP is definitely the quickest and best way to lose that weight, so let’s get you started…”; it will also help you assess how much of a vested interest they have in achieving their goals (or is someone putting them up to this [i.e. doctor, spouse, etc])

• Timeframe- ask if they have an event coming up that they would like to accomplish these goals, if they have a timeframe in mind (ASAP or yesterday ARE suitable answers here- if they don’t know or ask you what you think, just write “ASAP”

(WHY? Don’t disrupt the prospect’s flow by giving advice or a prescription here, wait until you have learned all you need to know from them before talking)

• May also ask: How long have you been trying to achieve these goals?

WHY? Helps with overcoming objections later (a Personal Trainer will help you get 80% better results, 3x faster); plus it really hits home that they have tried something in the past they obviously did not work and now it is time to try something new

Anatomical Figures • Have member physically draw in the areas of the body where they desire their results. Utilize the

index for proper use of symbols. The purpose of this is that the member will visualize these figures as their own body and it allows the member to participate in the session. This is also a great reference for you to use during the Review Section of the BRO.



Health Related Fitness ⎯ (Defining Health) • This is used to educate the member on what a good health level means. Explain each quadrant

simply and relate it to their numbers from the Body Composition print out. Do the member’s current numbers match or surpass the minimum levels of good health?

• This is a great beginning to prescribing a program and justifying a certain number of sessions. We need to let them know if they are at a Healthy Level.

Health and Fitness Continuum • The Personal Trainer marks down where the member is now on the continuum.

• “Most members just don’t want to be Healthy; they would like to look and feel great and have a good fitness level.” Point out the goal of the average member.

• Ask the member to indicate on the continuum where they would like to be? Hint: to make a greater effect draw a line connecting these two.

• You can indicate certain dates on this continuum when closing Personal Training. It gives the client better visibility on when they achieve their goals. You are basically drawing out their training schedule.

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“If there was one thing that I could do to help you achieve these goals, what would it be?”

• What do they need help with most? Then show them the list and state that these are reasons that other clients seek out Personal Training and ask if there is anything else that we can help with (Recall earlier “problems” such as nutrition or reaching a plateau)

(WHY? Show them what you can do to help them achieve their goals; put value on PT)

• Motivation is the #1 reason (either motivation to get into the gym by being held accountable to a trainer or motivation to have a great results-oriented workout while at the gym)

“Why is it important to reach these goals” and “How will it make you feel, once you have reached your goals?” • Get them to verbalize their OWN reasons for wanting these goals – It will make them feel more

accountable.

• Ask them to close their eyes and paint the picture for them of achieving their goals

(WHY? You are showing them that there is hope and that there is an end- they will reach their goal, you are also inspiring them and getting them excited about the results)

“If you could be guaranteed to achieve these specific results (reiterate results to make them excited), would you be able to commit to 2, 3, or 4 workouts per week • Now, you are into your closing funnel. Suggest the number of workouts that you think they will need

in order to achieve their requested results.

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Results Schedule and Specialty Services Prescription • Take out the Results Schedule and explain that you are going to show the prospect what

programming you plan on doing with them and map out their program (see page 12-14 of this section for details on using the Results Schedule)

• “Based on what you have told me, I recommend that you…”

• Circle the one or two programs you recommend. (This section directly relates to the Short and Long Term Results, Needs, Goals and Time Frame and the Target Range section of the Body Composition Report.) They should all be connected visually with a pen, like a road map.

Tour of Program • Use Feature, Benefit, Feedback again and again to get them excited about what you have

recommended and tell them why it is such a good choice!

Short Term Goals • Summarize the results- “You can expect the following results within 6 weeks…”Give them concrete

#’s based on their aforementioned goals. Write an actual date and relate it to a special event (e.g. birthday or Valentine’s Day) Road map this to their Healthy Range in the Body Composition Summary.

Long Term Goals • If their requested results should be achieved within the 6 week time period, talk about a maintenance

program- this is shown on the Results Schedule

• If their results are not achieved in the first 6 weeks but will only take another 3-4 weeks to achieve, put down those expectations and a completion date (from Results Schedule)

• If their results will take longer than 12 weeks to complete, put the completion date from the Results Schedule and road map this to their Healthy Range in the Body Composition Summary (See page 15 of this section for details)

1 2 3 4 5 6 7 8 9 10 Date:

Initials:



Price Presentation • Always present two options (that will elicit the same results). Suggest what they need! (do not use

any assumptions, you can always backtrack later)

• Good, Better, Best Technique

Overcoming Objections • Always ask for the sale: “So, when did you want to get started, I am available for 6pm on Tuesdays

and Thursdays or 5pm Mondays, Wednesdays and Fridays”; “How did you want to pay for that, credit card, debit card, cash or cheque?”

• Speak in terms of investing in your body (relate to car example)

• Avoid terms like “cost”, “charge”, the dollar sign

• Show you care and want what is best for them

• Need to go to at least 4 no’s and then have a follow up plan

• With so many options at GoodLife, you are bound to find something that works for them (e.g. PT EZ Payment Plan, less sessions, 1/2hr sessions, Group Training, Specialty Programs, etc.)

• Give value (Write down everything that they get with PT or the Specialty Program)

i.e. PT- 3x/week for 6 weeks, 2 fitness assessments, nutritional guidance, 1hr workouts that cover all the fitness components, workout book, individualized program, special gift (from this months special)

i.e. FLP- 3x/week for 6 weeks, 3 fitness assessments, before and after pictures, FLP workbook (meal plan, recipes, shopping lists, food log, helpful hints), education, water-bottle, 1/2hr highly motivating workouts, guaranteed results

• Create urgency (“I just had a time slot open up that fits your time frame”; “We need to get started right away in order to achieve those results by your wedding date”)

Follow Up • If they did not buy, write the reason right there on the sheet and your plan for follow up

• Pre-Book them into their next Body Results Opportunities Session (6 week date)

• Place name and information on a golden call box card and file accordingly so that you remember to call monthly to see how they are doing.

• Enter information/stats into CARE

Remember, goals MUST be S.M.A.R.T (especially specific and measurable)



NEEDS GOALS

LOSE WEIGHT • How much weight do you want to lose INCREASE FLEXIBILITY

• Where do you feel inflexible • Why do you feel that way • Rate how inflexible you are and where you would like to be • What does this mean to you? For some, this means “ to be able to do the splitz” and

others it means “to be able to bend down and tie my shoes” GAIN INCHES • Where

• How many inches • Sizes

REDUCE HEALTH RISKS

• What health problems are you at risk for? e.g. Heart Disease runs in the family, so for some this means “maintain or decrease my heart

rate to 72bpm or my blood pressure to 120/80mmHg” e.g. Diabetes because I am overweight, so for some this means “losing weight”

MAINTAIN SHAPE • What size do you wear right now • What body part do you want to maintain

INCREASE ENERGY • When do you feel like you have no energy ? For some it is “mid-afternoon”, “it is early evening-after put the kids to sleep”, “it is first thing in the morning-can’t get out of bed”). Once you find out, “Would it make you happy if you did not feel exhausted mid-day”

• Rate your energy and where you would like to be • What does this mean to you? For some, it means “to be able to chase around my kids

after school” “to be able to keep up with my dog when we go for a walk” “to be able to climb stairs without huffing and puffing”

INCREASE ENDURANCE

• What does this mean to you? For some it means “ to be able to go an extra 10 minutes on the cross-trainer” “to be able to make it through an entire body attack class” “to be able to shave 5 minutes off my time” “to be able to run an extra 2km” “to be able to walk my dog around the block without feeling tired”

TRIM INCHES • Is there a particular size that you want to fit into/what do you currently wear? • Where do you want to focus?

SPORT SPECIFIC TRAINING

• What sport/ what skill do you want to get better at? e.g. volleyball – blocking: need to increase jump height and power; test what they can

currently do and go from there • Rate themselves at the skill and where they want to be • Find out if other components are needed i.e. increased strength

REDUCE TENSION AND STRESS

• Where does your stress manifest itself? How often does it occur? How often would you like it to occur?

• For some it is “a pain in my neck or a headache” so ask them to rate the frequency or the pain and where they would like to be; for others it is “when I am stressed I seem to yell at my kids more” so a goal would be less frequent outbursts

GAIN WEIGHT • How much weight do you want to gain FIRM AND DEFINE • What does firming and defining mean to you? Does it mean losing weight or trimming

inches or being able to see lines? • Where?

INCREASE STRENGTH • Where? • How much can you currently lift/press and where do you want to be? • What does this mean to you? For some it means “being better able to cope with ADL”

and for others it means being able to lift the groceries from the car to the house with no problem”

REDUCE PAIN • Where? • Rate the pain?



Proper Price Presentations:

• Give 2 options that both fit the needs of the client

i.e. FLP and 10 sessions or just the FLP; the FLP or 20 sessions; 10 sessions or the Summer Sizzler; 20 ½ hr sessions or 20 1hr sessions; 20 sessions- 2x/week for 10weeks or 20 sessions-3x/week for 6 weeks etc.

• List what comes with these sessions

i.e. PT: frequency per week (i.e. 3x/week); length of session (i.e. 1hr sessions); individualized program to fit your needs and wants; before and after FA; workout booklet; nutritional guidance; comprehensive workout encompassing cardio, resistance training and stretching

i.e. FLP: (may want to show the workbook); water bottle; 3x/week for only ½ hr sessions; 3 choices on a daily meal plan; shopping list; recipes; educational (tips on eating out, vegetarianism, Canada’s food guide etc.); lifestyle change; guaranteed results

• ASK FOR THE SALE (with an option close)

• Overcome Objections, if needed

1 2 3 4 5 6 7 8 9 10

Date:

Initials:

Notes:



APPENDIX A

Using the Body Composition Scale

How to Make A Measurement Plug the AC adaptor (120 VAC/1OACV or 22OVAC/1OACV) into the wall socket. The display panel will illuminate. The Body Comp Scale is ready to use. Follow the steps by step instructions below:

1. Stand on scale.

Height display will flash. At this point measurements can be selected in either metric or English measurements. Select desired standard by pressing the English/metric button on right hand side of display face. Proceed with entering either height in inches, feet and inches or in centimetres. When utilizing the English measurement standard, inches will automatically calculate into feet and inches. When using feet and inches be sure to enter height in the following manner: 6ft 2” should be entered as 602, 5ft 9” is 509 etc.

2. Enter Gender

Press the gender button to select appropriate sex.

3. Enter Age

Using the numbers on the front panel select your age.

4. Athletic Yes or No?

It is imperative to make sure the subject is or is not athletic. In order to answer “Yes” to athletic the following statement must be completely true: “I work-out at least 3 days a week, at least 30 minutes in duration and elevate my heart to 80% of maximal. I have been doing this for at least the past 6 months consistently.” Remember this definition is the minimum. Please do not make exceptions to this athletic modifier.

In summary all 4 variables must be fulfilled in order to be considered athletic:

• Aerobic activity up to 80% max heart rate

• 30 min

• 3 X a week

• 6 months or more

5. Clothed Yes or No?

The Body Comp Scale has a built in weight modifier of 3.5 pounds of clothes for female and 4.5 pounds of clothes for males. As a result, the weight displayed when the “Yes” function is entered an extremely close body weight (+I=. 1 Ibs) without clothing. Remember fully clothed includes your shoes. You do not have to take off your shoes. However, over-coats, purses, or lots of keys should be set aside prior to the body comp assessment.

After you’ve entered response to clothed yes or no, the display will prompt a grip message in the height window. At this point grip probes so that the palm of each hand makes contact with both probes on both sides of the display module. The thumb should rest gently on top of upper probe. The Body Comp Scale will now induce a low frequency current for six seconds and then display a body fat reading.

Caution: Do not exert too much pressure on the hand probes as it could affect measurement outcome.



Print-Out

Upon completion of the body comp measurement, it is important to remain standing on the scale platform until the printout function is completed. Now, press ‘Print-out” button on front panel. You will notice a flashing of two LED’s. Now press “Print-out” again to select which printout format you want. The plain paper printout will generate 2 copies with body fat, lean body mass, total body water, resting energy expenditure and daily caloric needs. The graphic printout is our 5 page form which prints the blank page first and the “Health Risk Assessment” page last.

Limitations and Restrictions

1. The age minimum is 10 years

2. The height minimum is 51 inches. (4’ 3”)

3. A woman in her 1st trimester of Pre-Natal is not recommended

4. An individual with a pace maker is not recommended

How Does It Work?

Bioelectrical Impedance Analysis This is considered one of the most exact and accessible methods of screening body fat. It is the measure of resistance (impedance) an electrical current will encounter in muscle and fat throughout the body. The unit of measurement for bioimpedance is Ohms. The higher the Ohmic value measured, the more the resistance the electrical current is encountering. The lower the Ohmic value measured, the less the resistance the electrical current is encountering.

What We Must Consider first is that muscle and fat have different amounts of water. Water, Muscle and Fat:

• Water is an excellent conductor of electricity.

• Muscle tissue consists of 72% water.

• Adipose (Fat) tissue consists of 13% water.

The Body Composition machine actually is measuring the Ohmic value and this means it is actually measuring body water. The Body Fat and Lean Mass is deduced from this measurement of water.

HIGH OHMS = HIGH RESISTANCE = LOW BODY WATER = HIGH FAT

VS.

LOW OHMS = LOW RESISTANCE = HIGH BODY WATER= HIGH LEAN MASS

Why Is This Important? An electrical current will encounter very little resistance (impedance) in water and therefore give out a very low Ohmic value reading. The more muscle tissue one has the lower the Ohmic value. The more body fat one has the higher the Ohmic value.

On average: Men will have a body water % of approximately 60% = 280-500 ohms

Women will have a body water % of approximately 50% = 450-600 ohms

This, of course will differ depending on the amount of body fat within their bodies.



How is Body Fat Percentage Actually Calculated? The variables (or determining factors) which are use to calculate Body Fat are:

1. AGE

2. HEIGHT

3. WEIGHT

4. GENDER

5. ACTIVITY LEVEL

6. OHMIC VALUE

The first 5 variables are physically inputted into the computer program by the client and as one “grips” the handles of the Body Composition Scale, there is a low frequency electrical current sent through the left hand for about 6 seconds. The machine then measures the amount of resistance or bioimpedance the electrical current is encountering (# of ohms) and places this as the last variable into the equation.

Weighting of Variables and How it Can Affect Body Fat Measurement: Age, Height, Weight, Gender, Activity Level, and Ohmic value all have specific “weighting” value in the body fat equation. For example: a male aged 25 years will have an “age weighting” of approximately 18%. However, a male aged 82 years will have a greater “age weighting” value of 35% and will give a different body fat reading even if all the other variables remained the same.

See below for explanation:

50th %’ile FACT: The farther away a contributing factor (eg. age, weight, height, etc.) is from the NORM or 50th %’ile the more weighting it has on the Body Fat equation.



Age Example: Adipose tissue changes, like everything else, when we age. There is white and brown adipose tissue. White adipose tissue helps us keep warm, acts as a cushion from impact and jarring and acts as an energy reserve. Brown adipose is somewhat vascular, which gives it the colour, has a moderate amount of mitochondria in it and keeps us warm under non-shivering cold conditions. Adipose surrounds internal organs and lays just beneath the skin surface and through out muscle tissues on some people.

The contents are about 90% triglycerides and the rest proteins and water. There is very little water in fat stores (13% approximately).

After about 50 years old your body starts to shift around, especially if you do not workout. Bone density starts to decrease, as does cartilage repair. Tendon and ligament weight is decreased and connective tissue restoration is slowed affecting wound healing. Muscle cells are also decreased affecting body mass. The 25 year old has a body mass made up of 30% muscle, 20% fats, 10% bone. The 75 year old has 15% muscle weight, 40% fats, and 8% bone.

25 year old 75 year old

30%

muscle

20%

fats

10%

bone

15%

muscle

40%

fats

8%

bone



Service #4-Fitness Assessment Consultation



Tool # 4⎯The Fitness Assessment Consultation As Part Of A PT/ PT @ POS Package Will Renew Clients!!

Fitness Assessments are the perfect opportunity to address clients' hot spots (pain or pleasure source), which creates the maximum opportunity to renew Personal Training. In addition, the Fitness Assessment Consultation will really help Personal Trainers save time from having to rebook clients for a consultation on another day.

• The ultimate goal of this "Fitness Assessment" is to provide the client with at least 2 different options of how to achieve their goals…either on their own or through (hopefully) a program/Personal Trainer.

• Once you have completed the questions up to this point, you should have a clear idea of what your client would need in terms of continued programming in order to achieve their goals. Begin using the Results Schedule with your client to show/ explain to them what your plan is for their personal training to guarantee that they get the results they are looking for. Follow the guidelines from the Results Schedule section (on page 12-14 of this section) of this handbook. You can use this in tandem with the Success Chart to create their prescription.

• On the left hand side of the "Success Chart Prescription" at the bottom of the "Fitness Assessment" (option 2) …you should be suggesting to your client some form of Personal Training and (option 1) should be a suggestion of an alternate method of how they can achieve their goals (either working out on their own, taking fitness classes etc). You will be suggesting Personal Training last, because it is the fastest and most effective way for your clients to achieve their goals. Another way of looking at this would be offering the best to your client for their needs that will result in them achieving their goals 3 times faster than they would on their own…then work your way down, for example: Good, Better and Best Programming. Good would be working out on your own and getting some results. Better would be a short Specialty Program or training with a Personal Trainer at least 1 to 2 times a week for 1/2-hour sessions. And Best would be 1 hour training sessions with a Personal Trainer for a longer duration and getting results more effectively and faster!

• Following the "Success Chart Prescription", you will present both options to your client and find out, which one they would prefer. In order to increase your closing percentage, incorporate each option into how they will achieve their goals or refer back to the last assessment they had and review that if they chose to workout on their own, (and it wasn't effective) that this would be their prime opportunity to take advantage of all the benefits that Personal Training has to offer. (Remember to tell them what they are!)

• After they have chosen which option that they would like to go with, you then need to book another Body Results Opportunity or Complete Fitness Appraisal in 6 weeks – 2 months. Explain to the client what you have just gone through (the assessment) and how they will definitely benefit from having a 6-week check-up.

• Lastly, REFERRALS! Always remember to ask the client whom they would like to invite in for a free workout or Personal Training consultation…which for the Personal Trainer is the perfect opportunity to introduce the Buddy Buck system.

Below is an example of a "Renewal or Initial Fitness Assessment" Rehearsal Scenario:

**After completing the Fitness Assessment portion, and leading into the Fitness Benefit section, you should say something like:

"According to your Fitness Planner, you would like to lose 10 to 15 pounds and firm up your hips and abdominal area? Now that we have a more detailed idea of where you're at, would you like to make any changes to your fitness goals? I really want to help you understand the best possible ways to accomplish your goals in the least amount of time.



Besides losing the 10 to 15 pounds, what else would you like to accomplish? (Go through fitness benefits) Have them rate their nutritional habits on a scale of 1 to 10, like usual. You should be saying something like…"Healthy nutrition includes all the food groups, the right portions etc". If they say that it's poor, then ask them to confirm that they would like you to help them make an improvement in this area.

"So Joan, am I right in assuming that you would like me to sit down with you to improve your nutritional intake to get you to feeling like a 8 or a 9?"

Continue with the rest of the consultation and when you get to "Success Chart Prescription", pull out the laminated 'Success Chart" and say…

"According to the GoodLife Success Chart developed by our top Personal Trainers, they have carefully calculated on average what clients could accomplish using different training avenues. And since your goal is to lose 10 to 15 pounds, firm up your hips and abdominal area and also improve your nutritional habits, the chart suggests…these are your options. (Point to chart options and explain)…"I believe that the Fat Loss Program will be the fastest option to bring you the closest to your goal, but you also have the option of working out on your own. Let me explain:

Option 1: Workout on Own (Fit Fix) Option 2: Fat Loss Program

Results: 9 - 12lbs of fat loss Lose 6 - 11 inches in total Lose 2 - 3 inches off your waist, hips and thighs Increase your metabolism by 200 cal/day

Results: 9 - 12lbs of fat loss Lose 6 - 11 inches in total Lose 2 - 3 inches off your waist, hips and thighs Receive a complete meal plan for healthier eating Increase your metabolism by 200 cal/day

Time Frame: 13 - 16 weeks (i.e.: Early March) Time Frame: 6-weeks (i.e.: December 10)

"As you can see, you can achieve your desired results by using either option, it's just a matter of how quick you would like to achieve them and if you want your results guaranteed, either in 6 weeks with Fat Loss Program or in 13 - 16 weeks on your own. I suggest the 6-week Guaranteed Fat Loss Program because you will see your results the fastest, which will keep you motivated. I just need to know… "Which option do you prefer?" (Program choice)

Other things to keep in mind: ο If you are dealing with someone who has been a member for who has had numerous assessments

and you're doing their Fitness Assessment, how you would positively pre-frame the consultation portion of the "Fitness Assessment" would be:

"So Linda, after reviewing your Fitness Planner and last assessment, it says that your goal was…how are those goals going or are you still trying to achieve them/have they changed/have you noticed any changes etc (try to identify their pain sources).

Inform them that it is very important to GoodLife that all its members are achieving their results. "I want to make sure that what you're doing is working for you and inform you about the different training avenues that people are using to achieve their results. (Pull out your success story/testimonial binder i.e.: "last week, we had 3 people lose over 12 lbs. in only 6-weeks!)

ο You are given a 1/2 hour to do the "Fitness Assessment" so the sales process isn't too long. You need to keep the excitement and momentum going. You can ask a lot of questions while you are actually doing the assessment section.

ο **If someone decides to work out on their own, go through the regular overcoming objection rehearsals.**



"GoodLife makes it Easy to Achieve Success"

ARE YOU LOOKING TO…. PRESCRIBED PROGRAM…. ON YOUR OWN…Weight Loss SUMMER SIZZLER PROGRAM

Lose 1 - 3 inches 6 sessions,1 time per week for Achieve these results on yourDecrease 1 pant size 1 hour with Trainer own, in 8 - 10 weeks, trainingFeel fit, look fit and firm or 2 times per week, using 6 - 8Increase variety in program 1 time a week for 1hour or machines and 15 - 20 minutesAdvance past plateaus 1/2 hour sessions of cardio exercise

with a Personal TrainerWeight Loss FAT LOSS PROGRAM

Lose 6 - 11 inches all over the body It's guaranteed! 6 weeks, Achieve these results on yourIncrease strength by 40 - 100% 3 times per week 1/2 hour sessions own, in 12 - 14 weeks for menWomen: lose 9 - 12 lbs of body fat with a Personal Trainer and in13 - 16 weeks for women,Men: lose 13 - 19 lbs of body fat or training 3 times per weekLose 2 - 4 inches off the waist, hips & thighs 6 - 8 weeks, 2 - 3 times per week, for 45- 60 minutes in total using Learn to eat healthier 18 - 22 sessions (1 hour) the Fit Fix and cardio exercisesReduce resting heart rate with a Personal TrainerIncrease energy orReach your goals in little time 7 - 9 weeks, 2 - 3 times per week,

20 - 25 1/2 hour sessionswith a Personal Trainer

Running LEARN TO RUN PROGRAMComplete your first 5km run 8 week program, training 2 times per Achieve these results on your

Improve your 5 km time week for 1 hour in a group own in 13 - 17 weeks (onLose body fat average), running 2 times perIncrease endurance or week using the Fit Fix workout Decrease blood pressure 10 - 14 weeks, 2 times per week with to cross trainDecrease resting heart rate 20 -25, 1 hour training sessions with a Improve cardiovascular performance Personal TrainerMeet people with common interests

Advanced Performance PERSONAL TRAININGIncrease athletic performance 6 - 8 weeks, training 3 times per week, Achieve these results on your

Increase power by 30% 20 - 25, 1 hour sessions with a Personal own in 10 - 12 weeks, trainingIncrease flexibility by 50% Trainer 3 times per week, using the FitIncrease speed by 10% Fix and interval training

exercises for cardioHealthy Lifestyle/ Maintenance / Rehab PERSONAL TRAININGIncrease range of motion by 30 - 50% 5 - 6 weeks, training 3 times per week, Achieve these results on your

Reduce chronic pain 4 - 5 points on the 15 - 20, 1 hour sessions with a own in 12 - 15 weeks, trainingperceived scale Personal Trainer 3 times per week, for 1 hourIncrease your quality of life or using the Fit Fix and cardioIncrease strength by 50 - 100% 7 - 10 weeks, training 3 times per week, exercisesLearn to eat properly for health with 25 - 30, 1/2 hour sessions with a Reduce blood pressure Personal TrainerImprove sleep patterns 4 - 5 points on theperceived scale

Pre and Post Natal PERSONAL TRAININGImprove development during pregnancy 24 - 39, 1/2 hour sessions, per Achieve these results on your

Reduce lower back soreness trimester Training 2 times per week, own in 12 - 18 months trainingIncrease strength and stability with a Personal Trainer 3 times per week, for 30 - 45Learn to eat healthier while pregnant minutes per session, usingReturn to normal measurements and light weight training and body weight 2 - 3 times faster after cardio exercisesdelivering

Healthy Lifestyle / Maintenance / Rehab PERSONAL TRAININGReduce chance of heart and lung disease 20 - 30, 1 hour sessions with a Achieve these results on your

Improve VO2 max by 3ml/kg/min Personal Trainer own in 12 - 15 weeks trainingReduce resting heart rate by 5 - 10 beats for 45 minutes to 1 hour perper minute or sessionIncrease endurance by 50 - 100% 25 - 35, 1/2 hour sessions with a Learn proper nutrition for healthy living Personal TrainerIncrease flexibility

SUCCESS CHART



How to Finish your Initial Fitness Assessment:

“Well Jane, this completes your Body Results Opportunity assessment. I’d just like to take a minute to explain to you all the programming that is available to you”. (Take out explanation sheet.)

“If you would like to continue to measure your progress, we usually recommend you have these Body Results Opportunities done every 6 – 8 weeks at a cost of $25. Another service we provide is a 1 hour Complete Fitness Appraisal. This includes measurements like we did today and in addition it includes information that you never get from your doctor like; your aerobic capacity, strength, endurance and flexibility – most people like to get this done 1 to 2 times a year to assess their overall fitness level (or) the assessment lets you know how well you’re aging. This is at a cost of $58. Which assessment would you prefer next time? Would you like to book this now for a 6 week check up or a 8 week check up"? (Try to get them to pay for the upcoming session right away)

** Based on the results obtained in the Body Results Opportunity, you will make a recommendation on one or two of the following services, and book a consultation:

“We also have a Fat Loss Program that is exclusive to GoodLife – this program guarantees amazing results in only a 6 week period. You mentioned that you would like to lose 15 pounds and I would like to tell you more about the Fat Loss program because I think you would be able to greatly benefit from this – however, we don’t have time to go into detail right now.” Always take the time to try to sell, if possible. They are hot because they are feeling their needs. “Why don’t I book you a consultation appt. in another week? This will give you time to work out for a week and then we can spend some individual time talking about how you’re doing on your program and I can review the Fat Loss program as well – how about next Tuesday or Friday"?

OR

“Ron you mentioned that you’ve wanted to add 3 inches to your chest and back, and trim a couple of inches from your waist for some time now. Personal Training would be the best way of guaranteeing you get these results. I suggest that we book a consultation so I can explain what’s best for you. When are you going to be in the gym next? Wednesday, great, I have an opening at 5:00 p.m. or 7:30, which would be best for you"?

OR

“Would you like to increase your results by at least 25%? Another Personal Training service we provide is called a “Perk”. This is a 15-minute appointment and can incorporate many different things. For example, members purchase these sessions if they would like us to be available to push them through a 15 minute Abdominal Program, stretching program, if you would like us just to work with you through your leg workout, if you would like to meet once a week to evaluate your nutrition program, or if you would like a motivational meeting to plan your workouts for the week. Having a “Perk” guarantees that a Personal Trainer will be available to meet with you and give you the help that you need. Many members like to keep informed once a week to check their measurements and make a plan for the coming week.



Personal Training Agreement Your Fitness Manager will review how to fill out this agreement upon selling any Personal Training, Group Training, 6 Week Fat Loss Program, Body Results Opportunity session, Perk, session or package.

It must be used when any GST Training, Personal Training or PT @ POS is sold using the PT Easy Payment Plan as a source of payment.



The Personal Trainer’s Sales Process: Being Professional from Start to Finish

What do you need to be prepared for the consultation?

• Pull out your client’s Member File, including their: Fitness Planner, BROs, Health Solution Form and workout card / 7 Steps Workbook to help you to prepare for your consultation.

• Remember: All these tools help you assess needs, goals, past performance, previous exercise experiences, personal challenges, likes, dislikes, attendance, etc… Remember what they like and dislike, and know their hot spots)

• Pull out relevant success stories that may help you show your client that you are the answer to achieving their goals.

The Consultation

• Be on time for your appointment to show you are organized and professional.

• Make sure you are wearing your Personal Training apparel including your nametag.

• Make eye contact, check your peak attitude and get ready to listen! (remember your GoodLife handshake)

• Positively pre-frame the appointment before you bring them to the Assessment Room

• Fill out a consultation thoroughly (follow rehearsal module)

• Use the Results Schedule to show the client to roadmap their goals and gain long- term commitment. Your clients will be happy with their purchase if they understand why they are making it.

• Complete price presentation suggesting 2 options (i.e. 25 or 37 sessions) first and overcome objections before suggesting fewer sessions.

• Present 3-5 Buddy Bucks to the client.

• Inform client of Success Story Challenge.

• Book their appointments.

You’ve Sold a Package of Personal Training! Now What? • Read and have your client sign and initial the Personal Training Agreement. The more thoroughly you

go through the contract with the client, the fewer problems will arise in the future and it will show your commitment to them.

• Fill out a Par Q form to retrieve any information you haven’t already received. (In Green PT Book or individually in your club)

• If necessary, contact your clients’ doctor/therapist with a phone call or letter before program design.

• Explain workout card/book system and ask them if it’s okay if you call or e- mail them at home or at work from time to time.

• Fill out a Specialty Service phone card. Call them periodically to motivate, thank or congratulate them.

• Introduce them to your Personal Training Circuit (if your club has one). Explain that it’s only used when they are in a training session with you and tell them why. (Tell them what to use when they are on their own)

• Explain that ________appointments will be in the office for pre and post testing, research time, reviewing information on nutrition habits, workout suggestions etc.



• Book as many appointments in advance as possible and write them down in the workout book for your new client. (Remember if a client is late, you must still finish the appointment at the scheduled completion time)

• Ask for 3 referrals and explain the Buddy Bucks program to them

• Complete a thank you call or card within 24 hours.

• Record in CARE: contract sold and referrals received, schedule sessions in CARE and in the schedule at the front desk.

• Update your Fitness Manager or General Manager about your sale!

• File the contract in the member file and return to file system

• Place sold consultation in the Sold Consult file located at the front desk

• Record the clients approximate end date in your calendar (in your green binder) so you remember when they will be up for renewal

Program Design (Things to consider)

• If you are not confident in developing a program for your client, ask your Fitness Manager/PT Coordinator or an experienced co-worker. Call Member Services at 519- 974- 3099 if you still cannot find help. (Wouldn’t you prefer that your doctor asked someone like a specialist if he or she did not have the information they needed?)

• You can do research by reading books or search the internet, use PT on the Net, use your local universities, sport doctors, experts’ etc.

• Consider what is best for your client and what they like to do instead of what you prefer. (Make sure the workout fits into their lifestyle, you’re choosing the appropriate equipment etc.)

• Consider what you want them to do when they are not working with you. Are you addressing all aspects of fitness? (cardio, stretching, strength, endurance, nutrition, lifestyle etc.)

• Ensure you have received clearance or advice from a physician when necessary.

• Client Interaction—Are you demonstrating that you care, you’re compassionate, “copy catting” their behaviour so you are interacting with each client appropriately?

• Are you listening or are you talking about yourself and what you want to talk about?

• Monitor progress constantly (write things down). Are you consistent with your spotting techniques, breathing techniques, encouragement etc?

• Are you educating the client on why you’ve chosen certain exercises or activities for them? Do you teach your clients about proper range of motion, muscles they are using, training heart rate etc?

The Appointment

• Go to your appointment as prepared as possible. Arrive early and look excited to greet your client(s). (Have a regular meeting place so your client knows where to expect you to be.)

• Decide what pre testing you can/ want to do: strength, flexibility, fit test on the cardio, blood pressure, RHR, inches, lifestyle analysis (CPAFLA), body composition, etc. The more results you can show them the better the retention, the more your value is perceived.

• Design programs—make sure you find out what a person likes and dislikes and that they are willing to do the program. Create a file and use a workout card book for your client.



• Remember the appointment is for your client, so you need to focus on and listen to them.

• Do not encourage involvement in conversation with other members while you’re conducting the workout.

• Provide motivating and encouraging feedback.

• PT @ POS do you have the clients Health Solution Form and next card and are prepared to properly educate on it.

• Do you have your confirmation sheet for the client to sign?

• Have you checked to make sure all payments are complete before the sessions are started?

Session/Package is concluding

• Congratulate your client on completing the sessions, for putting forth the extra effort and investment in their lives.

• Sit down with your client and encourage them to fill out an evaluation form. (if your client seems hesitant to fill out the form, let them know they can send it to Member Services in a sealed envelope)

• Complete post assessments (pictures if possible). Ensure you have a great success story or feedback form.

• PT @ POS: Give the client their $50 renewal coupon and explain how to redeem it. Also give the client the PT@ POS Survey to give us feedback on how to get better.

• Make recommendations on a new Consult/Fitness Assessment Consult, Body Results Opportunity.

• Ask your client if they would like to renew.

• Pat yourself on the back for a job well done!



Silent Questions

Do they like you?

Do you listen and communicate well; “are you like me?”

Are you genuine? Do you care about me, or the sale you’re about to make?

Is your office professional looking? Are you dressed neatly and professionally?

Do you look and sound like what I need?

Am I comfortable enough to tell my trainer the truth?

Goals To Be Achieved Game Plan By When?


CARE AND PERSONAL TRAINING

ADMINISTRATION It is recommended that you complete this

section with your Club Administrator in your scheduled hours of training. If you have further

questions, consult your Club Administrator


Administration and Personal Training Policies Summary of Administration Requirements-review with Fitness Manager /General Manager and or Club Administrator Each of these summarized items has a full explanation and/ or examples on the pages indicated. This can be used as a reference guide when completing your administration requirements. For more training on how to properly complete administration, please see your Fitness Manager and/ or Club Administrator.

To start off organized and ready to begin building your client base, ensure that you have the following administration completed:

1. How to Schedule a Personal Trainer’s Availability in CARE (Page 2)

2. Remember: you need to enter all Prospecting Activity and Personal Training Statistics into CARE daily

• Record contacts (Page 4 &5)

• Record consultations booked (Page 4 & 5)

• Record consultations done (Page 4 & 5)

3. Keep the information from 1 and 2 updated everyday.

Administration for Completing a Consultation

• Complete Visual Fitness Planner, Consultation with Results Schedule, and Par Q as indicated in PT Handbook Section #4

• Record unsold consultations done in CARE (Page 6 )

• File all completed Consultation/ Body Results Opportunity Forms with their corresponding Results Schedules in either the “Sold” or “Unsold Consultation” Files for your Fitness Manager to access and provide you immediate constructive feedback

• Make up a orange coloured client call box card or cream coloured prospect call box card and file it in call box for follow up call in 24 hours

Administration for Completing a Personal Training Sale

1. Complete a Personal Training Agreement/Specialty Program Agreement in full- (Examples on pages 9 and 28)

a. Complete an agreement (All Provinces except Quebec) without financing- (i) member and (ii) non- member (Page 27)

b. Complete an agreement with financing (Ontario and Winnipeg) in full before any sessions can begin. NOTE: The member needs to provide current Visa or MasterCard information and a minimum down payment must be collected at the time of sale to begin training. To determine financing payment, use PT Calculator - (i) member and (ii) non member (Page 7)

2. Record a new Personal Training Agreement into CARE (Financing Page 12-19, Paid in Full 30- 35)

3. Ensure all payments are entered into CARE with all money included to be deposited in the bank (Financing Page 12-19, Paid in Full 30- 35)



Ongoing Administration in CARE

1. Schedule or delete Personal Training sessions in CARE (Page 36)

2. Print a Personal Training Schedule (Page 40)

3. Query the PT inventory (Find PT Clients and their session information)- (Page 39)

4. Print Confirmation Sheets (Page 40)

5. File all yellow copies of agreements, copies of Schedule B’s and PT Calculators immediately in the client’s file at your clubs’ reception area; white copies go to home office and pink copies go to the client.

Miscellaneous Administration: 1. Go to a club computer and enter your consultation and/ or sale, and activity immediately

2. Requests for Refunds – this should rarely occur and requires a detailed reason, complies with PT refund policies and signature of the Fitness Manager/Personal Training Coordinator and General Manager/Club Administrator on the Refund Request form

3. All Information for each PT @ POS client is recorded on the Personal Health Solution Guide and Personal Health Solution Form. The Personal Health Solution Form must stay in the client’s file.

4. A PAR-Q is performed with every client. If there are any medical concerns, a written consent from their physician must be on file before any exercise is performed (see Section #4 for more details)

5. Personal Training green work out logs – each client receives their own personal booklet that allows a Personal Trainer to provide additional services i.e. (nutrition log, before and after photos, monitor, sleep, etc.)

6. Phone calls – when booking appointments on the phone or walking around – needs, goals and time frame must be listed – this is how we show the members we care!

7. Consultations, Health Solution Form, Body Results Opportunities/Fitness assessment – need to be 100% complete

8. Suggestion – record all prospects, schedules, and ideas in your green Fitness Log book for efficient scheduling

9. Follow $50 off PT @ POS Renewal Coupons Procedure, Buddy Bucks $50 off redemption

Scheduling a Personal Trainer’s Availability in CARE

• A Personal Trainer needs to ensure a 1-2 month schedule of their availability and appointments are always available in CARE and a hard copy available at the front reception counter. This allows others to schedule consultations and new PT @ POS clientele for any Personal Trainer into their available times without delay for the member.

• Available means the Personal Trainer is able to accept appointments/ workouts scheduled by other associates,

• Unavailable means the Personal Trainer is out of the club or not able to accept workouts/ appointments,

• Vacation time is when the Personal Trainer is not in the club and is not planning to accept appointments.



SCHEDULING TRAINERS PT Availability Calendar

Set PT Availability This allows all trainers to set their schedules in advance in terms of Available, Unavailable, and Vacation time. It is recommended that you set your availability one month in advance. Tentative is no longer a valid availability status in the new PT tracking system. You may see some time listed as tentative in past months as this status was kept for historical reasons. This tool ensures that all associates are aware of schedules and thus are able to book in members for PT Consultations and clients for workouts.

Please note Personal Trainers must set their Availability one month in advance, however, you are free to change or update as necessary for any date that is today or in the future. Trainers can not change the availability of a date that is in the past. Your Manager can edit yesterday only in an emergency.

• Find your name on the list of trainers on the left side of the screen. Your name should be highlighted in yellow.

• Click the date box for which you want to schedule your availability, unavailability or vacation etc.

• The current day column is highlighted in green.



This is what you do:

• Click on any date box in the trainer’s row to bring up the PT Availability Detail.

• Verify that you are working on the correct date. It is displayed in the top right underneath the trainer's employee number and name.

• To set your availability use the drop down menu and choose the availability status you want to schedule (i.e. Available, Unavailable or Vacation).

• Choose the Start Time and End Time.

• Add optional Comments in the comment box.

• Click on Save to save the availability.

• You can set up as many available/unavailable time blocks as you want in one day. This should help you better schedule in your meal times, PT Consult times, etc. as "unavailable" for training.

In the example here, even though a trainer enters a start time and an end time for their availability, they may wish to enter comments as well to describe the available time or simply to make a note.

To edit an availability time block:

• Click on the time block. The Editing an existing availability block will come up for editing.

• Add in your comments.

• Click on Save to store your information.

• You will see that the comment will appear on the calendar.

• Clear will clear the availability edit form.

• When finished click on Done / Close Window



A trainer must set their availability before anyone can schedule an appointment for them (including the trainer themselves). Besides the trainer, only the General Manager, Club Administrator, or Fitness Manager, can schedule availability time blocks for the trainer. The regular process is to set availability then schedule your sessions into your available time.

Once a trainer's availability has been set, anyone has the ability to schedule a session in their available time, but use caution – as with the written appointment book, communication is the key. Trainers should also be reviewing their schedules daily to ensure they are aware of any last minute changes.

Availability Status Types: Available: Is when you will be in the club and accepting workouts and appointments. These sessions are booked by you or your fellow associates. Days where only available time has been set will display the green status icon.

Unavailable: Is when you are in or out of the club and not able to accept workouts and appointments. Use this function to add a period of unavailable time in your schedule. A comment can be added to describe why you are unavailable. “Unpaid appointments”; scheduling Consultations; Orientations; Meals; teaching Group Ex Classes; personal time, etc. Essentially any time that the trainer does not want a client booked in can be blocked out as unavailable time. Days marked as unavailable will show the red status icon.

Multiple Statuses: When you have combinations of available and unavailable time in the same day, your day will show the status icon as a combination of Red and Green indicating you have multiple statuses on that day.

Vacation: Is when you are not in the club and are not planning to accept any workouts, appointments, etc. Use this status to schedule your known vacation time and holidays etc. Vacation days will display the purple status icon.

Tentative: The tentative status will only show up in your history. Tentative status can no longer be selected as a status type. Trainers should choose from one of the other statuses.

Delete: To remove an availability time block, click on the availability block, select Delete from the dropdown and click Save.



REVIEW PT AVAILABILITY This will allow you and your club to view all trainers’ schedules. (Note if you point the cursor to any date occupied, it will give you a quick glance at what the details of the Availability are)

NEW: In the PT2 you must click on the day to display the schedule window from the PT Availability calendar.

To display the PT Availability Detail, use the mouse to click on a day for a trainer from the PT Availability. Note that on the left is the day view schedule it is similar in concept to the Microsoft Outlook calendar. Note also that all times are expressed in 24hr time format. (13:00 is 1:00PM etc.) This should help reduce confusion over AM vs PM scheduling.

This screen shows the Availability with a comment added.



Recording an Unsold Consultation in CARE • Log on

• Click on Record Activity- Non- Financial

• Click on the date on the calendar

• Go to Activity Type drop down menu and pick PT Consultation NS (no sale)

• Type in Consultation Number from top right hand corner of consultation form

• Type in membership number

• Type in Name of Prospect

• Record Source- How they found out about you

• Pick the objection that they had from the next drop down menu

• Comment Section- record any necessary comments

Completing a Personal Training Agreement with PT Easy Payment Plan Below is a detailed description of how the PT EZ Payment program works, how to fill in the Personal Training agreement, how to enter it into CARE, and Frequently Asked Questions for reference.

Why Do We Offer the PT Easy Payment Plan?

The primary reason for offering financing on GoodLife Personal Training is to make it easier for our members to get started on the number one way to achieve their fitness goals!

• All types of Personal Training are eligible for financing under this program. Members can even finance their PT@POS sessions if they meet the minimum payment criteria.

• Become involved with Personal Training if there was more flexibility with payment of sessions

• By offering an easy payment plan, you can increase your income by up to 50%

• With the ease of selling larger packages, you can reach your revenue goals much easier

• By selling larger packages, you can focus more of your time on training clients, and less time on renewing and collecting money.

• Price presentation is easier then ever because you can talk in terms of week- to- week payments

Who is able to take advantage of it?

• All regular Personal Training and Personal Training at Point of Sale (PT@POS) clients (there is no minimum purchase required)

• Available for GoodLife associates as well – your 30% discount still applies

What are the payment plans available?

• Minimum monthly payments come from the client’s account, along with a small interest fee, until the sessions are fully paid off

• Minimum down payment of the total agreement value is required at point of sale



How does the payment plan work?

• Financing is done by taking the total value that the member is financing and dividing it by the number of installments they require (Use the PT Easy Payment Plan Calculator below to determine these numbers)

• The client chooses the number of installments necessary

• The client has their payments withdrawn from their bank account beginning on the next payment date (shown on the PT Calculator), it’s done monthly, on the 15th of each month, until the sessions are paid in full. The date for the first payment can not be delayed.

• Payments will be separate from the client’ s membership dues

• The client decides what they can afford initially, so they determine what they would like their monthly payments to be.

• It is best to collect as much money up front as you can.

• WE WILL NOT ACCEPT OR PROCESS PAYMENT PLANS THAT ARE SET UP WITH BIWEEKY INSTALLMENTS

The PT Easy Payment Plan Calculator

What is the PT Calculator?

The PT Calculator is an excel spreadsheet found on your clubs computers and in Public Folders (ask your Fitness Manager to provide it to you)

This is used to determine, based on what the client can pay today and how many payments they need, what their monthly payments will be on their Personal Training Programming

• Step 1: Enter the membership number and PT Agreement number of the member in “Membership Number” box and “PT Agreement Number” box

• Step 2: Enter the PT Agreement date



• Step 3: Enter the total cost of the program in “PT Agreement total” box

• Step 4: Enter the down payment the client can afford in box “Down Payment Amount Paid” (Note: this amount must be equal to or greater than the minimum dollar to the right of it, saying “Minimum $amount”)

• The program will then fill in some of the boxes; “Financed Amount”, “First Payment”, “Annual Interest Rate”, “Monthly Interest Rate”

• Step 5: Enter in the number of payments that the client would like in order to pay off the programming

• Step 6: The box “Payment Amount” will fill in with the amount that the clients’ payments will be monthly. This includes the interest.

• Step 7: If the member would like the monthly payment raised or lowered, the initial down payment amount raised or lowered, or the number of payments changed, simply go back to the other boxes and make the changes. The calculator will refigure each item as you make the changes.



The Personal Training Agreement



What do you need to know about the agreement?

• The agreement itself is the same as the agreement used when paying in full.

• All items that the client must initial are in the section following this clause- read through these with your Club Administrator or Fitness Manager to ensure you know how to explain them correctly

• The PT Easy Payment Plan section is on the front of the agreement – once the client has decided on their financing plan, the Schedule B must be printed and attached to this contract, credit card information must also be filled in on the agreement

• Ask the client “Would you like your payments to come from the same account as your membership or would you prefer to provide new banking information for your Personal Training?”

• Record if current banking information is going to be used, or new banking information will be provided.

• If they would prefer to provide new banking information collect a void cheque OR complete the banking information section on the PT Agreement

• Record credit card information on the agreement. Explain WHY we require credit card information: “We take your credit card information as a backup so you won’t have to pay multiple bank charges in the event your payments can’t be withdrawn from your bank account. Which one would you prefer to provide today – Visa or MasterCard?” WE DO NOT TAKE AMERICAN EXPRESS

• SCHEDULE B (see picture on page 11)- It is a breakdown of the financing information. This form must be included with the agreement in order for the agreement to be complete. Financing is NOT legal without the Schedule B.

• Print off 3 copies of the PT Calculator/ Schedule B- one stays in the member file, one goes to the member, and one is attached to the agreement and sent to home office

• The agreement is valid for members and non- members. Non- Members must also fill out a membership agreement - state “Personal Training Client”. The expiry date will be the end date of the sessions. The cost is $10 x # PT Sessions purchased.



How to Enter Financing Agreements into CARE Below are a few examples of how to fill out financing agreements and record them into CARE. For all agreement entry information, ask you Fitness Manager or Club Administrator to spend 1 or 2 sessions with you to learn how to properly enter these agreements.

Example #1 – Fat Loss You will enter the Fat Loss agreement the same as always:

Activity type: PT Sale

PT Contract #: The number off the top left hand corner of the PT agreement

Sold By: The name of the person who sold the agreement

Source: How did they hear about

Personal Training, what made them want to purchase the agreement

Closed at: Initial Visit or Be Back (did they go away to think about it and came back)

Member Name: The name on the PT Agreement

Membership number: Membership number that is on their membership agreement

Fitness Planner/Consult #: Number off the consultation form

Membership or Service Type: Fat Loss

Personal Training Session Type: Fat Loss – and the type of trainer you are (Personal , Master, Elite or Elite Plus)

Personal Trainer: The person who will be training this member



Frequently Asked Questions on PT Easy Payment Plan Overview

WHAT IS THE REASONING BEHIND THE NEW FINANCING PROGRAM? The primary reason for offering financing on GoodLife Personal Training is to make it easier for our members to get started on the number one way to achieve their fitness goals!

CAN MY CLIENT FINANCE ANY TYPE OF PERSONAL TRAINING INCLUDING PT@POS? Yes. All types of personal training are eligible for financing under this program. Members can even finance their PT@POS sessions if they meet the minimum payment criteria described later in this document.

ARE ALL CLUBS ABLE TO OFFER FINANCING IN THIS FASHION? No. Quebec clubs are currently excluded from the program however, it is expected that a similar system will be introduced in that province later this year.

Winnipeg clubs must offer members financing, however their initial and monthly payments must be of almost equal value.

Point of Sale Issues

IS THERE A MINIMUM AGREEMENT VALUE? No, there is no specific minimum agreement value.

MY CLIENT DOES NOT HAVE A CREDIT CARD; CAN THEY STILL FINANCE THEIR TRAINING? No. All Personal Training Easy Payment Plans must include a valid, unexpired credit card.

WHAT CREDIT CARDS WILL GOODLIFE ACCEPT? Visa or MasterCard.

HOW DO I RECORD MY CLIENT’S CREDIT CARD INFORMATION IN ORDER TO COMPLETE THE SALE? In order to satisfy the requirements of the DAPP date you must record on the PT agreement the payer’s credit card number, name of the card, expiry date and mailing address of the credit card account (the address that billing statements are sent to).

MY CLIENT HAS SOMEONE ELSE PAYING FOR HIS OR HER MEMBERSHIP; CAN I USE THE PAYER’S BANKING INFORMATION ON FILE AT HOME OFFICE TO SET UP THE FINANCING OF PERSONAL TRAINING? No, unless the payer comes in and signs a change form agreeing to place the additional charges on their banking.

CAN A MEMBER FINANCE THE ENTIRE AGREEMENT AMOUNT? No, they need to make a minimum down payment (amount is determined on the PT Calculator) at the time of the initial sale. Club Support will not approve financing arrangements unless this down payment is included at the time of sale.



CAN I OFFER MY CLIENT THE PT SPECIAL, BUDDY BUCK OR PT@POS RENEWAL COUPON, AND STILL OFFER THE PT FINANCING? Yes

MY CLIENT HAS A “TERM” MEMBERSHIP AGREEMENT AND HAS NOT PREVIOUSLY PROVIDED BANKING INFORMATION; CAN THEY STILL FINANCE THEIR PERSONAL TRAINING? Yes, term members are eligible to finance their Personal Training however, they will have to provide banking and credit card information before training will be allowed. This banking information will not be used to convert their membership to a PAP model. They will need to renew their term membership upon expiry per usual.

CAN A MEMBER HAVE THEIR PAYMENTS WITHDRAWN FROM A DIFFERENT BANK ACCOUNT THAN THEIR MEMBERSHIP DUES? Yes.

CAN MY CLIENT HAVE THEIR PT FINANCING PAYMENTS WITHDRAWN EXCLUSIVELY FROM THEIR CREDIT CARD? No. The credit card is only a “fall back” payment method in the event that a banking withdrawal is rejected.

MY CLIENT PAYS THEIR MEMBERSHIP DUES BIWEEKLY; CAN THEIR EASY PAYMENT PLAN PAP PAYMENTS COME OUT BIWEEKLYLY AS WELL? No. We allow only monthly payments under this program.

CAN GUEST FEES FOR NON-MEMBERS BE LUMPED IN WITH THEIR EASY PAYMENT PLAN? No. Non-members must pay their guest fees up front at the time of initial sale based on the number of sessions purchased. For example if a non-member purchases a 20-session package of personal training, they will also need to pay $200 in guest fees at the time of sale (20 sessions x $10 per guest visit).

HOW LONG CAN MY CLIENT’S PAYMENT PLAN BE? HOW LONG CAN THE PERSONAL TRAINING AGREEMENT BE? Easy Payment Plans can be up to 11 monthly payments excluding the initial up-front payment due at the time of sale). Personal Training Agreements can be for a period of up to a maximum of 1 year minus 1 day. If any unused training sessions are available after that point they are considered expired and no longer available. Expired sessions are not transferable to another member.

CAN MY CLIENT PURCHASE MORE THAN ONE TYPE OF TRAINING PER AGREEMENT OR DO I NEED TO COMPLETE A CONTRACT FOR EACH TYPE OF TRAINING? You can include more than one type of training on a Personal Training Finance Agreement however, they must each be entered in CARE separately in order to receive the correct number of units or commission rate, whichever is applicable.

DO I NEED TO ADD GST TO THE MONTHLY PAYMENTS? No. GST is calculated on the total agreement value (Total Cost) and therefore you do not need to add it again to the monthly payments.



HOW DO I PUT BOTH PT@POS AND PERSONAL TRAINING ON THE SAME FINANCING AGREEMENT WHEN PERSONAL TRAINING HAS A 12-MONTH EXPIRY DATE AND PT@POS HAS AN 8-WEEK EXPIRY DATE? Record both training programs on a single agreement but draw attention to the 8-week expiry period for PT@POS by handwriting “PT@POS sessions must be completed within 8 weeks of the date of purchase” and have your client initial beside this addition.

Payment Issues

CAN MY CLIENT CHANGE THEIR MONTHLY PAYMENT AMOUNT AFTER THEY HAVE ALREADY STARTED A FINANCING PLAN? Yes. The Member Payments department at Home Office must complete all such changes. They can be reached at 1-800-387-2524, option 1 or via e-mail at [email protected]. Both associates and members should use this contact information. Please include membership and PT Agreement Number in any voice or e-mail communications.

IF A MEMBER PUTS THEIR MEMBERSHIP ON HOLD OR OUTRIGHT CANCELS, DOES THAT ALSO STOP THE PERSONAL TRAINING PAYMENTS? No. The member has a legal obligation to make all payments as outlined in their finance plan regardless of their membership status or the completion status of their individual sessions. If a member cancels their membership with GoodLife but has remaining training sessions to use and pay for they must purchase a guest pass for the days that they have scheduled training.

IF A MEMBER HAS MULTIPLE PAYMENT PLANS, CAN WE MERGE THEM INTO A SINGLE MONTHLY PAP WITHDRAWAL? We are unable to accommodate consolidated PAPs at this time. Each payment plan will require separate PAP withdrawals.

CAN A MEMBER BLEND MEMBERSHIP PAP DUES WITH PT PAYMENTS? We are unable to accommodate consolidated PAPs at this time. Easy Payment Plans and membership dues will require separate PAP withdrawals.

MY CLIENT WANTS TO KNOW HOW MANY PAYMENTS THEY HAVE LEFT; HOW DO I FIND THIS INFORMATION OUT? Your PDS Club Support Clerk and the Member Payments department both have access to this information. You can contact your CSC to get this info on your client’s behalf or they can contact Member Payments directly to get the details.

IF THE BANK REJECTS MY CLIENT’S MEMBERSHIP PAP DUES, DOES THAT HAVE ANY IMPACT ON TRAINING? Yes. If a member has either missed membership PAP dues or missed PT payments then you will not be able to schedule them in for training. If you have already scheduled them for training then the confirmation slip for this session will not print. If you train a member in this status, you will not be paid for this time.



AM I RESPONSIBLE FOR KEEPING TRACK OF MY CLIENT’S CREDIT CARD EXPIRY DATES? No. We only ask that you collect this information accurately at the point of sale. The Member Payments department will keep a record on when a member’s credit is due to expire. They will contact the member directly to coordinate the delivery of updated card information.

IF TWO PAYMENTS COME OUT OF MY CLIENT’S ACCOUNT ON THE SAME DAY, DO THE MEMBERSHIP DUES COME OUT FIRST AND THEN PT PAYMENTS? GoodLife cannot control this. Banks process PAP withdrawals on their own schedule and even the timing of submission to the bank has no direct impact on the order of processing.

HOW DO I STOP A PRE-AUTHORIZED PAYMENT IF MY CLIENT PAYS IT AT THE CLUB BEFORE IT IS SCHEDULED TO BE WITHDRAWN FROM THEIR BANK ACCOUNT? CAN A MEMBER PRE-PAY THEIR MONTHLY AMOUNTS BEFORE THEY AUTOMATICALLY ARE WITHDRAWN FROM THE BANK? While this practice is not encouraged, it is possible. Record all advance payments in CARE at least 10 days prior to the scheduled payment date in order to avoid PAP processing. Processing these out-of-sequence payments will in fact result in a higher internal administrative cost for GoodLife. Accordingly, you must ensure that your client’s payment includes the interest at the time of receipt.

Please call the Member Payments department before processing the payment to verify the balance on the account.

ARE THERE ANY SERVICE CHARGES ON FINANCE PAYMENTS? There is interest on financed monies- this varies based on the amount financed (see the Schedule B and PT Calculator for details). In the event of a banking reject on the PAP, there is also a $20 Service Charge for all payments sent to a credit card. This service charge is per payment processed on credit card. There is no additional service charge when processing a missed payment through CARE. For example if a member has a payment rejected by both their bank and credit card company, they will accumulate $20 in additional charges. This will then be displayed on the payment once Club Support loads it into CARE.

CAN I TRANSFER SESSIONS BETWEEN CLUBS? Yes, the transfer process remains unchanged. The payments will continue to be drawn automatically regardless of what club the sessions are serviced at.

MY CLIENT PAID THEIR AGREEMENT IN FULL LAST MONTH AND NOW WANTS TO SWITCH TO FINANCING WITH A REFUND PAID BACK TO THEM FOR THE FINANCED PORTION. IS THAT POSSIBLE? No. Once an agreement has been paid in full there is no opportunity to go back and finance it. With the elimination of post-dated cheques as an acceptable payment method there should be no cause for converting a non-financed agreement to a financed one.

WHEN WILL MY CLIENT’S MONTHLY PT PAYMENTS BEGIN? ARE THEY ON THE SAME DAY AS THEIR MEMBERSHIP PAP PAYMENTS? Payments will begin according to the dates on the PT Calculator excel spreadsheet. Club Support will process the first payment at the 15th of the upcoming month. As the Personal Training payments are processed monthly, they may not be processed on the same schedule as membership dues. If a member is on a monthly payment plan for their membership dues then the two schedules will coincide.



CAN I PROCESS A REFUND FOR PT EASY PAYMENTS THROUGH THE VISA MACHINE AT THE CLUB? No. All refunds must follow our current process. A request for refund must be filled out and sent to home office for review. If the reason follows our refund policies, then a refund will be granted and a cheque sent to the member.

IF SOMEONE IS SHOWING IN CARE AS HAVING PAYMENTS OWING, WHEN WILL THEY BE SENT TO MY CLIENT’S CREDIT CARD? If your client is showing as owing payments in CARE, this means that these payments have already been sent to their credit card and were rejected. These payments will need to be collected before you can train your client.

WHAT DO I RECORD ON THE AGREEMENT AND IN CARE IF MY CLIENT DOES NOT HAVE A VOID CHEQUE TODAY? WHAT PAPERWORK DO I FILL OUT TO COMPLETE THE PERSONAL TRAINING FINANCING AGREEMENT? Leave the banking section of the agreement blank adding a comment that the member still needs to provide a void cheque. In CARE enter the agreement, but leave the DAPP date out. When your client comes in with the void cheque simply fill out a change form to complete the agreement – being sure to indicate that the banking information is for the Easy Payment Plan.

Miscellaneous

CAN A NON-MEMBER PURCHASE AND FINANCE PERSONAL TRAINING? Yes. Non-members are able to purchase and finance personal training however they will need to purchase a guest pass for each scheduled session in their program. Your client will have to pay all guest fees upfront as part of the limited access PT membership contract that they will have to sign.

IF MY CLIENT APPROACHES ME WITH A FINANCIAL HARDSHIP SITUATION AND CAN NOT MAKE THEIR PAYMENTS WHAT SHOULD I DO? All payment inquires must be directed to the Member Payments department. Club associates are not authorized to waive, postpone or otherwise make any payment commitments to a member without the consent and guidance of the Member Payments department.

WHEN WILL I BE PAID MY COMMISSION IF MY CLIENT FINANCES THEIR TRAINING? Commission is unaffected by the financing of a training agreement. You will be paid your commission as if the agreement was paid in full as long as the signature, void cheque, credit card and upfront payment are received.

WHEN WILL I BE PAID MY WAGES IF MY CLIENT FINANCES THEIR TRAINING? Wages continue normally. Wages are payable when a session is complete and confirmation has been signed by your client. It is to your advantage to pre-book 2-3 sessions per week with your clients to ensure they receive all of their training within the 1-year period.

IF MY CLIENT BOUNCES THEIR FINANCING PAYMENTS, WILL I LOSE MY COMMISSION AND HOURLY RATE? If a member owes any amount of money to GoodLife, from either PT Easy Payments or membership dues, then their sessions are on hold and no wages will be paid if they are trained. Commission is unaffected as long as the member gets their account back in good standing. If they cancel their agreement and receive a full refund then commission is reversible.



CAN A NON-MEMBER PAY FOR SERVICES ON BEHALF OF A MEMBER? Generally, yes.

MY CLIENT WANTS TO TRANSFER THEIR UNUSED TRAINING SESSIONS TO ANOTHER MEMBER; CAN THEY DO THAT? Yes, although the old client must not have any outstanding payments owing.

MY CLIENT IS UNFORTUNATELY ENTITLED TO A REFUND UNDER THE FAT LOSS PROGRAM GUARANTEE; IS THE INTEREST THAT SHE PAID REFUNDABLE? No, interest is non-refundable.

CAN MY CLIENT CHANGE THE TYPE OF TRAINING THAT THEY ARE FINANCING? CAN MY CLIENT SWITCH THEIR PT SESSIONS TO FAT LOSS PROGRAM SESSIONS? Yes, as long as all other rules regarding the changing of personal training types are followed. Different programming has different policies. Some programming cannot be changed. For example, the Fat Loss Program has a 100% money back guarantee, which is not the case for regular personal training. Therefore, if your client is switching from Fat Loss to Personal Training, the Personal Training does not adopt the 100% money back guarantee.

MY CLIENT HAS A TRAINING SESSION SCHEDULED BUT THE PT TRACKING SYSTEM IS SHOWING “ON HOLD”. HOW DO I DETERMINE WHAT THE PROBLEM IS, SO THAT I CAN EXPLAIN TO MY CLIENT WHAT IS NEEDED AND WHY I CANNOT TRAIN THEM TODAY? This means that the agreement has become “incomplete” for some reason, or your client owes money to GoodLife (membership dues, PT finance payments, etc.). All information pertaining to membership dues or PT financing payment arrears can be found in CARE. Look at the Member at a Glance and Review Agreements screens to determine the cause of the problem.

IF MY CLIENT PAYS ALL MISSING PAYMENTS AND/OR PROVIDES MISSING BANKING INFORMATION, CAN I SERVICE THEIR SESSION TODAY? Yes. If you process your client’s payment in CARE then the training confirmation slips will be printable again.

I HAVE A CLIENT THAT HAS PURCHASED 20 SESSIONS, THEY HAVE USED AND PAID 10 SESSION, AND WANT TO STOP THE FINANCING AND TRAINING FOR THE BALANCE REMAINING? Follow same process as today.

WHEN CAN I SET UP A CORPORATE KEY ACCOUNT MEMBER WITH THEIR EASY PAYMENT PLAN? Corporate Key Account members must wait until they have their official membership number before they are able to purchase and set up personal training. Do not record Corporate Key Account members with partial membership numbers such as the first four numbers of their corporate membership with four additional “fake” numbers. To find a new Corporate Key Account member’s membership number look in CARE on the Member at a Glance screen using their name. It typically takes 2-3 days from the time that the new member’s employer sends us their information until the time that we list it in CARE.



HOW WILL THIS SHOW UP AS REVENUE ON THE WEEKLY RECAP SHEETS? WILL IT SHOW AS THE FULL AMOUNT SOLD AND ONLY THE FIRST PAYMENT AS THE ACTUAL REVENUE COLLECTED? The full amount will show as having been collected, with the financed portion displayed under the PT Financing Revenue Type.

HOW WILL THIS AFFECT MY PERSONAL TRAINING 3-MONTH REVENUE AGREEMENT? No impact. All agreements are treated as paid in full at the point of sale when financing conditions are met. As such, the personal trainer is credited with the sale in the month in which the agreement was completed.

IF MY CLIENT BECOMES MEDICALLY ILL, CAN I CANCEL THE PAYMENT PLAN AND END THE AGREEMENT? Each case is different depending on the circumstances. All payment inquires must be directed to the Member Payments department. Club associates are not authorized to refund, waive, postpone or otherwise make any payment commitments to a member without the consent and guidance of the Member Payments department. All refunds must be requested and approved through the Member Services Department.

IF MY CLIENT FINANCES THEIR PERSONAL TRAINING, WILL THE TOTAL AGREEMENT VALUE COUNT ON THE CURRENT MONTH IN CARE TOWARDS MY GOALS AND ON MY 3 MONTH REVENUE AGREEMENT? Yes. When you properly record an agreement in CARE and arrange for pricing, the system treats the entry as paid in full.

CAN I TRANSFER PT@POS FINANCING TO FAT LOSS OR PERSONAL TRAINING? No, the rules affecting PT@POS are unaffected by the financing plan. PT@POS payments are not transferable to other types of programming. The member will need to purchase additional personal training to begin after the PT@POS sessions are complete OR waive their right to finish PT@POS (as well as the money they have spent on it) and move straight to Personal Training.



Completing a Personal Training Agreement PT Agreement Paid in Full:

• Explanation of PT Agreement - please use this agreement as a tool to guide you through the process of filling out a PT Agreement.

Notes to Filling out PT Agreement:

• Each PT Agreement has the clubs specific name and address on it

• Fill in client’s personal information at the top of the page

• Please explain the client the commitments they need to be successful with you (bulleted section) and both of you initial applicable areas

• Write in agreement start and end dates as outlined on example contract above

• Explain the consumer protection act

• Dated at_________ - must include the address listed on the top of the agreement

• Ensure that the Staff Signature section is legible



GOODLIFE FITNESS CLUB*® / GOODLIFE FITNESS CLUB FOR WOMEN ** (“GOODLIFE”) **** operated by GoodLife Fitness Centres Inc., G.S.T. #869583484R T, unless noted below

390 North Front Street, Belleville, ON K8P 3E1. Phone: (613) 968-5628

PERSONAL TRAINING PROGRAMS AGREEMENT (the “Agreement”)

NAME: (“YOU”) BIRTH DATE: DATE:

ADDRESS: AIL:

Member Name Here 25/06/74 Nov 7/05

1234 Front St, Belleville ,ON K2W 1A2 EM msd@gl

MEMBERSHIP #: PHONE: (H) (W) MS123456 661-0190 974-3099 Change of Address

Training sessions with a Personal Trainer provided at the club at mutually convenient times. Commit to your success. • Arrive ten minutes prior to your scheduled appointments. If you arrive late for any session, your appointment will finish at the originally scheduled

completion time. _____ _____ • You agree that if you feel lightheaded, dizzy, nauseous, or experience pain or discomfort at any time during a training session, you will immediately

stop the activity and inform your Personal Trainer. • You agree to inform your Personal Trainer of any conditions or changes in your health at any time while participating in the Program, which might

affect your ability to exercise safely and with minimal risk of injury. • You are not obliged to perform or participate in any activity unless you wish to, and have the right at all times to decline participation in a Session. You agree to provide at least twenty-four hours notice to the Personal Trainer if you wish to cancel a scheduled appointment. If an appointment is cancelled with less than twenty-four hours notice you will be charged for that Session. _____ _____ • We may, if we choose, cancel your “Personal Training”, “Fat Loss” or a “Specialty” Program if we feel there is a lack of commitment to the program

or if you fail to comply with the terms of this Agreement. If we choose to cancel this agreement GOODLIFE will refund the remainder of any unused sessions.

• Agreement Start Date:

Explains what the member is purchasing:

Client and associate initials here that they understand this policy

PT Explains policy to member

PT Explains policy to member

Client and associate initials here

Agreement End Date :____________. Sessions must be completed before the Agreement End Date (maximum of one year from the date of purchase). We request that you not offer your Personal Trainer gratuities as this is neither necessary nor expected. We encourage you to notify the Fitness Manager or Club General Manager if you feel your Personal Trainer has done an outstanding job. _____ _____

I have carefully read this Personal Training Agreement, including the terms on the reverse page. I have received a copy of it. I understand the terms and conditions and agree to be bound by them.

Dated at this

Start date is the date that the agreement is signed, the end date is one year less a day from the date the agreement is signed. One exception is that if the member is purchasing on the PT Easy Pay Program and the amount financed is under $300, the end date is 3 months from the start date. Client and associate initials here

The statement required by the Consumer Protection Act, 2002 is at the top of the reverse page.

Club address will be printed here 7th November 05

Client Signs Here Staff Signature

day of 20

Signature of Participant Witness

Types of Program: Fat Loss Personal Training Group Training (6 or less participants) PT @ POS (corporate clients) Seminar (please specify)

Specialty Programs (please specify)

Complete Fitness Appraisal Body Results Opportunity Perk

Level of Trainer Number of Sessions

ease withdraw Fees from the same account as my Membership s

Master n/a

PlFee

½ hour 1 hour New Banking Information for Withdrawal of Fees Rate per Session Cost of Program yers Name

N/a $699 Pa

GST yers Signature $48.93 Pa Total Cost nk Name $747.93 Ba

Salesperson Bank Address Sales Person Name Trained By Transit Account Trainers Name

Amount Paid Credit Card Type MC Visa $747.93 Method of Payment Cash Debit MC Visa Credit Card # Exp.

Amount Financed Name on Credit Card $0 Date Payments Begin Cardholders Signature N/A

Staff Signature



Side 2 Your Rights under the Consumer Protection Act, 2002

This section explains the rescission rights (10 Day Cooling Off period) as well as identifies the legislation that governs this agreement. The text within this section is required by the legislation.

Personal Training Satisfaction Guarantee

We give 2 sessions to decide if they are happy with their personal training. If after their 2nd session, they are not completely satisfied, they have 48 hours to request a refund for the remainder of the sessions. Explains that if a member is not satisfied with their trainer, or if their trainer is not able to continue training them, that GoodLife will assign another trainer. Also gives a brief description of what may be purchased on this agreement. GoodLife’s Fat Loss Program: Results 100% Guarantee

If you have followed perfectly both the exercise and nutrition (including hydration) portions of the Fat Loss program and have not achieved the projected results, we will refund all Fees paid by you to us for the Program, less any interest paid. If you have not received 30% of the projected results by the 21st day of your 6 week Fat Loss Program, the Program may be cancelled by us at our discretion. You may then choose to receive a full refund less any interest paid, to continue the Program with the guarantee removed, or to continue with regular personal training.

ADDITIONAL TERMS

1. Release: This is the liability release required by our insurance company.

2. Your Responsibilities: States that the Member accepts and will abide by our rules, pay the membership fees and keep us informed of address changes

3. Pre Authorized Payment Agreement: Member agrees to pay us the Personal Training Fees on the scheduled payment date.

4. Payment Obligations Absolute: Once the agreement is signed and the rescission period expired, the member must pay all amounts owing under the agreement.

5. Default: If a payment is not made, we will assess a $25 Service Charge and may cancel the membership and collect the entire amount owing under the agreement.

6. Minors: Refer to Schedule A. A schedule A must be completed for anyone under the age of 18.

7. PERSONAL TRAINING EASY PAY: Informs the member that a Schedule B outlining the Disclosure statement will form part of the contract for Easy Pay Program

8. No Verbal Agreements: are not valid and any changes to the agreement must be in writing. Agreement sold that are not within our current pricing and payment schedules are not valid.

9. Warranty: We warrant that the services supplied under this Agreement are of a reasonably acceptable quality but otherwise make no warranty or guarantee regarding the facilities and services that will be available to you under this Agreement.

10. Assignment by Member: This agreement is assigned to the member and any transfers must be approved by GoodLife and the new member will be subject to increased fees.

11. Assignment by GoodLife: We may assign this agreement to another company or person if we choose which will have all the rights that we had under the agreement.

12. Limitation of Damages. The participant’s entitlement to damages, co sts or recovery in any dispute over this Agreement shall not exceed amounts paid.

13. Severability of Provisions: If a Court decides that any provision is illegal or unenforceable, the rest of the Agreement is still enforceable.

14. Governing Law: This Agreement is governed by the laws of Ontario and the laws of Canada applicable therein.



Entering New Agreements into CARE

1. Recording a Body Results Opportunity, Perk, and Complete Fitness Appraisal: a) Fill out a PT Agreement for financing or a Specialty Service Agreement if paying is full

b) Record in CARE: With BROs, Perks and CFA how to record are as follows with the main key fields:

CARE HEADING CARE ENTRIES FROM AGREEMENTS

Activity Type: P.T. SALE

Membership/Service Type: Personal Training

PT Session Type: BROs, Perks, CFA (select one)

# of Sessions: With the appropriate number of sessions

Revenue Type 1: Personal Training (Pers Trng)

Revenue Type 2: Service Charge if applicable (Serv Chg)

2. Group Speciality Training CARE Recording/Paperwork a) Fill out a PT Agreement (if financing) or Specialty Services Agreement for each client

b) CARE: For Group Specialty Training Programs



Membership/Service Type: Group Spec Training

PT Session Type: Group Spec Training

# of Sessions: With the appropriate number of sessions

Revenue Type 1: Group Spec Training

3. Winter Waister and Summer Sizzler CARE Recording/Paperwork a) Fill out a Personal Training Agreement for each client

b) CARE: For Summer Sizzler, Winter Waister, and Healthy Heart recorded with the main field as all PT.



Membership/Service Type: Personal Training

# of Sessions: Appropriate # of sessions

PT Session Type: Select appropriate PT session Type

Revenue Type 1: Personal Training



4. Recording a Seminar: a) All attendees will be recorded on one sign-up sheet (example below) at the front desk. This is

available in the Personal Training section of the Public Folders (see your FM for access)

Seminar Sign-Up Sheet

Seminar Topic: Date: Presenter: Cost of Seminar:

Participant Name: Memb. # or Non Member

Method of Payment:

Amount Paid: Sales Person:

b) Individuals who sold the program will be listed on the sign-up sheet (no Personal Training agreement is required)

c) All monies will be held in an envelope (in the club safe) until the seminar has taken place

d) The individual who sold the program will receive 10% commission

e) The Personal Trainer will receive 40% for servicing the Seminar

f) CARE Entry for Seminars: from Menu, click on “Record an Agreement”



Fit Planner: N/A

Membership #: Seminar

PT Contract #: Put date of Seminar “112502”

Sold By: person who sold the agreement

Personal Trainer: person who is servicing the Seminar

Member Name: Name of the Seminar “You Are What You Eat”

Source: How did you generate this lead?

Closed At: Initial visit or BB (BE BACK-from an appointment you did previously)

Company Name: Leave blank

Desc/Comments: State title/topic of seminar

# Sessions: # sessions sold in total

PT Session Type: Seminars

Services Type: Personal Training

Agreement Effective Date: Date agreement signed



PAP Start Date: leave blank

PAP Amount: leave blank

Towel Service: leave blank

Date Agreement Properly Prepared:

Date the member signed the agreement and initials on agreement

Void Rec’d Date: leave blank

Annual Processing: leave blank

Total Upfront Agreement Value: Total price of seminars with GST included

GST: amount of GST

PST: leave blank, unless you are in Quebec

Rev Type: Seminars

Amount: Total Cost less GST

a) Members and Non Members are listed on the same seminar sign up sheet. We encourage them to pay for the seminar ahead of time to ensure we have their commitment and interest in the program.

b) In the event that the attendee waits to pay for the seminar that day, put the sign-up sheet with the money in an envelope in the front desk safe. This envelope must be locked up in the safe nightly.

c) If the member wishes to pay on their credit card, fill out the credit card slip and post date it. Hold this in the Seminar envelope with the sign up sheet and other monies until the day of the seminar. All payments will be processed on the day of the seminar by manually processing the slip through the terminal. At the end of the seminar you will do your entry in CARE and give the money to the Club Administrator for deposit.

d) If for some reason a refund is needed, you would take this out of the envelope and you will not need to wait for the payment to be forwarded from Head Office.

e) Note: If more than one person sells for the seminar you will have to enter a separate entry to receive his or her commission for each individual. If the seminar is sold and serviced by the same person then one entry with all the participants’ names will be listed on them.

The sign-up sheet must be attached to the Approved Payments and sent to Home Office. Note: make sure it is attached to the correct journal as to when the money is recorded. This is the only way to be paid commission from the seminar.



5. Group Speciality Training CARE Recording/Paperwork a) Fill out a PT Agreement (if financing) or a Specialty Services Agreement for each client

b) CARE: For Group Personal Training Programs


Activity Type: P.T. SALE Fit Planner: consult #

Membership #: input membership number with club letters, ensure you are using an active membership number (Remember NON MEMBERS Need a Membership Agreement as well)

Changeform: PT agreement # Sold By: person who sold the agreement

Personal Trainer: person who is servicing the training (PLEASE NOTE THAT BOTH “SOLD BY” AND “PERSONAL TRAINER” MUST BE FILLED OUT)

Member Name: input member’s name Source: How did you generate this lead?

Closed At: Initial visit or BB (BE BACK-from an appointment you did previously)

Company Name: leave blank Desc/Comments: phone number

# Sessions: # sessions sold in total PT Session Type: select one of the following pertaining to the type of service you

are providing (SEE EXAMPLES LISTED UNDER PRINT SCREEN)

Membership or Services Type: Personal Training Agreement Effective Date: date agreement signed

PAP Start Date: leave blank PAP Amount: leave blank

Towel Service: leave blank Date Agreement Properly

Prepared: date the member signed the agreement and initials on agreement

Void Rec’d Date: leave blank Annual Processing: leave blank

Total Upfront Agreement Value: Total price of training sessions with GST included GST: amount of GST PST: leave blank, unless you are in Quebec

Rev Type: Personal Training Amount: Total Cost less GST

Rev Type: Financing Amount: Amount being financed

Then, enter amount received today.

Remember, financing for less than $300 has a maximum of 3 months of payments



Fat Loss Program Agreements CARE Recording/Paperwork a) Fill out a PT Agreement for each client

b) CARE:



Fit Planner: consult #

Membership #: input membership number with club letters

Changeform: leave blank, as all current sales must be put on a contract

Referred By: How did they hear about the FLP or you as a Personal Trainer?


• POS- REF- renewal from PT @ POS

• RENEWAL- use when renewing your client

• PHONE APPT.- did you call them for an appt?

• WALK IN- did they drop in/ask about PT

• REFERRAL- were they referred by another client

• CORPORATE- lead from a corporate presentation or corporate member

• BB (BE BACK)- from an appointment you did previously

Desc/Comments: Various things to put here e.g. Level of Trainer; “Postdates on File” etc.

# Sessions: In 1 hr time slots i.e. FLP is 20 half hours, so input 10 one hour sessions

Membership or Services Type: Fat Loss

Agreement Effective Date: date agreement signed and deposit paid




date at top of agreement


Total Upfront Agreement Value: Total price of training sessions with GST included

GST: amount of GST


Rev Type 1: Fat Loss


SAVE!!!



6. PT Agreements CARE Recording/Paperwork a) Fill out a Specialty Services Agreement for each client

b) CARE:



Fit Planner: consult #

Membership #: input membership number with club letters

Changeform: leave blank, as all current sales must be put on a contract

Member Name: input member’s name

Referred By: How did they hear about the Personal Training or you as a Personal Trainer?


• RENEWAL- use when renewing your client

• PHONE APPT.- did you call them for an appt?

• WALK IN- did they drop in/ask about PT

• REFERRAL- were they referred by another client

• CORPORATE- lead from a corporate presentation or corporate member

• BB (BE BACK)- from an appointment you did previously

Desc/Comments: Various things to put here e.g. Grouped with Member #; Level of Trainer; “Postdates on File” etc.

# Sessions: In 1 hr time slots i.e. FLP is 20 half hours, so input 10 one hour sessions

Membership or Services Type: Personal Training

Agreement Effective Date: date agreement signed and deposit paid




date at top of agreement


Total Upfront Agreement Value: Total price of training sessions with GST included

GST: amount of GST


Rev Type 1: Pers Trng


SAVE!!!



Ongoing Administration: Scheduling / Deleting Personal Training Sessions in CARE

There is a new and friendlier way to schedule and book appointments for clients/members.

How to schedule a session

• To schedule an appointment, locate the trainer’s name on the left hand side and click on the day that the trainer is available on the PT Availability calendar. (Remember the date must be today or in the future).

• Please note the column highlighted in green indicates the current day.

• A PT Availability Detail window will pop up (as shown right). This is the same window used for scheduling availability time blocks.

• The left side of this screen is a Day view calendar concept similar to Microsoft Outlook. All Time is expressed in 24hr format (ie 13:00 is 1:00PM) this should reduce confusion over AM vs. PM Scheduling.



• On the right hand side you will see the Sessions tab, click on that tab.

• Now you are ready to schedule the appointment by selecting a Start Time or click on the actual time on the left hand side, outside of the availability/comment section. (indicated in this manual by the arrow)

• Once the actual time is selected on the left hand side, the time will automatically populate the Start Time for the session.

• Click on the Find Session link.

• The Select a Member window will open.

• Select the member for whom to schedule a session.

Note: Only members with sessions available to be scheduled will be listed. If the client/sessions are not listed in this window but the trainer feels that they should be the trainer should review the clients agreements through the Query option to check on agreement status.



• The appointment is now populated in the day view.

Please Note: You can also schedule sessions from another trainer's inventory (if that trainer is away for example), but you must unschedule the session for the other trainer before you can schedule it for yourself. This is used for one time re-assigning of a single session. If ALL of member’s sessions are now going to be trained by a different trainer you should use the "Assign or Change Trainer" menu instead.

How to Unschedule / delete a session When a session has already been booked and you want to change the scheduled date or time simply Unschedule the appointment.

• Click on the date next to the trainer’s name from the PT Availability calendar.

• The PT Availability Detail will pop up (as shown on left)

• Click on the booked appointment in the day view.

• The session is then displayed on the right for you to edit.

• Simply click on Unschedule.

• The system will automatically unschedule the appointment and will make that session available to be rescheduled.



Personal Trainers Client Inventory: Query the PT Inventory Database

Inventory Search This function allows you to enter search criteria and the system will present you with a summary of PT sessions. You can filter your search with the options provided.

• From the PT Tracking Menu under General click on Query PT Inventory link.

• Select the best options to narrow down your search (note: you can choose more than one criteria) then choose between detail and summary listing under Format.

Action to Query Description

Member No.: Narrow your search to a specific membership number.

To narrow your search to one or more specific session types click the "session type selector" link. Use the popup window to select the session types you want to include in your search. You can select session types individually or by category. Click the "Go" link to commit your selection.

Session Type with “session type selector”:

Session Type with “clear”:

If you change your mind and want to include all session types, click the "clear" link.

Sold By: Narrow your search to a specific sales person.

Trainer: Narrow your search to a specific Personal Trainer.

Sold During: Narrow your search to PT agreements sold during a specific month.

Sold on or Before: Narrow your search to PT agreements sold on or before a specific month end.

Summary: To view a club summary of PT agreements. Format: Summary or Detail: Detail: To view individual PT agreements.

Include Inactive Agreements:

PT agreements that have no available or scheduled sessions are considered INACTIVE.



To search by Membership No. in Summary view.

1. Type in the Member No. to search.

2. Change the Format to "Summary"

3. Click on the button

This is an example of the display in SUMMARY view.

• The difference between a detail and summary listing is that the detailed view lists individual PT agreements and totals for the entire club, whereas, the summary report lists only totals for the club.

To search by Membership No. in Detail Format.

1. Search by a Membership No. as you normally would.

2. The Format defaults to Detail.

3. Click button



This is an example displaying in DETAIL.

• Search by Detail will show you how many clients/sessions are remaining, available and used presently under that specific criteria type. It will also show you the Member Number, Member Name and Trainer.

• Click on the Membership Number link from the Query PT Inventory to display PT Contract Details.

• This is the PT Contract Details. As you can see, it lists the main information for you about the PT contract.

• Contract Status shows you whether the contract is ACTIVE, INCOMPLETE, EXPIRED OR CANCELLED.

• If the status shows INCOMPLETE, you will have to do a search in the MAAG screen or by Review an Agreement to see what is incomplete.

• If the member has any outstanding balances at any club all available sessions in all of their PT contracts will be on hold. Agreements that are made incomplete for reasons other than a balance outstanding will only cause the sessions for that one agreement to be placed on hold. You cannot train the member/client until their balances are paid in full and their agreements have been completed.

• If the Contract Status indicates CANCELLED, this means that the member had a cancellation on their PT agreement.

• If the PT agreement EXPIRED (See PT Session Expiration Policies) you will see the contract status listed as Expired.

• The Session Details appear in the section at the bottom of the PT Contract Details.

• The Session Details lists the Scheduled date and time, Status and Trainer’s name.



Session Types: You can search by specific session types by using the session type selector. This function will give you the options to display by All Session Types, Non Quebec Session Types, Quebec Session Types, Categories and Select individual Session Types. You can also combine multiple selections.

To bring up the Session Type Selector screen:

• From the PT tracking Menu Select Query PT Inventory

• Click on the session type selector link to bring up the next screen.

• Click on the session types to include in your query.

In this example Group PT is listed in Detail view.



• When you click on the member number link (e.g. RR9550198), the PT Contract Detail will display as shown.

• The Grouped Session Details section shows you who the other people in the group are. (Screen A)

• Click on the Membership No. to bring up the details of the other member. (Screen B)

Please Note: When selling Group Personal Training sessions the Personal Trainer must fill out a separate PT agreement for each member and not one agreement for both members. You effectively end up with two completed agreements.

With Group Personal Training, the sessions will always be grouped together, when scheduling, assigning PT Trainer (we’ll get into that later) and processing PT Confirmation slips.



SCHEDULING: Printing a PT Schedule

There are many ways to view/print a PT schedule - By Day, Week, Month, and by Trainer or by Member/Client.

• Select Print Schedule from the PT Tracking Menu under Schedule. This new display will show all the scheduled appointments for all the trainers in a calendar format.

• There are options that you can select to view and print the PT schedule in detail. Pick your option – Day, Week, Month, Trainer or Member/Client.

• To select these options, simply click on the appropriate hyperlink. Hyperlinks are underlined (example: (Week View) on the far left, the number on the day (4) or a trainer’s name (Jordan Billard))

• When you click on these hyperlinks, it will change the display of the Report/Screen.

• Note the and links in the title of the report. Use these to navigate to other months, weeks or days.



EXAMPLES:

MONTHLY VIEW: This displays the month schedule for a Club. It lists all the trainers that have sessions booked each day of the month.

DAY VIEW: This displays the day with the Time, Member/Client’s name, PT Session Types and Trainer’s name.

WEEK VIEW: This displays the week view



MONTH VIEW BY TRAINER: This displays a single trainer’s schedule for the entire month. The legend explains the session status for each session.

PT SCHEDULE MEMBER VIEW: This displays the date and time, session type, trainer’s name, contract ID number and Club number for a single member. Note that all historical sessions are included here.

a) Click on the trainer’s name link to go back to the Month View for that trainer.



PRINTING PT CONFIRMATIONS

This function allows you to print off a confirmation receipt slip for each client to verify and authorize their serviced sessions. The Opening CSR is responsible for printing out all of the day’s confirmation receipts before all appointments for the day and giving to the corresponding personal trainer so that they can each have their clients verify and authorize their serviced sessions.

The Personal Trainer must at the end of each day hand in all confirmation receipts to the CSR on shift. The closing CSR is responsible for attaching these confirmation receipts to the day’s personal training appointment schedule for the club and handing it to the Club Administrator. The CSR must also verify that all of the confirmations have signatures or no-show written on them for the CA. The CA will then approve all confirmation receipts handed in, also checking for the signatures or no-show written on the confirmations, so that the personal trainers can be properly paid their wages. If the CA or the Trainer does not hand in their confirmation receipts, the hours that the trainer worked will not appear on the timesheet for payroll to pay the trainer. Unconfirmed sessions will not be processed by payroll.

How to Print Confirmations? On the PT Tracking Menu under Schedule, click the Print Confirmations link.

• The PT Confirmations screen appears.

1. Select Print Personal Training confirmations for today’s or yesterday’s sessions.

2. Select a Trainer’s name or select by Member Name.

Note: there is an option to select for the entire club under Trainer, which the CSR is to use when printing out the confirmation sheets for all trainers at once.

Trainers can print out their own confirmations as well.



• Confirmation Slips appear for the day of the scheduled sessions.

This screen will show the client’s training sessions purchased, used and not used.

• NEW: We have customized the confirmation slips to provide the client their PT Contract, Session Summary (for this agreement) as well as Scheduled Sessions with Control Numbers. (See above)

• Note: the bold text indicates the current session to be confirmed on this Slip.

There is a line for the client to verify and authorize with their signature to ensure that their personal training session has been serviced. The trainer should cut the top portion of the confirmation receipt and give it to the client, or simply put it in the clients file, because this will detail the Total, Used, Scheduled and Available appointments/sessions. The signature section is what must go to the CSR at the end of trainers shift and then to the CA for final approval and payment to the trainer.

Personal Trainers and Club Administrators please note: A blank confirmation sheet (no member signature) is not acceptable to be processed. If you hand in your confirmation slip as blank sheet, your Club Administrator cannot process the PT Confirmation slip(s) and the Personal Trainer will not be paid for the session. If a client does not show for an appointment, or cancels without proper notice and the Personal Trainer wants to charge them for the session, instead of the signature, write in a note: either “No Show – Charge” or “Cancel without Notice – Charge”.

If the Personal Trainer chooses not to charge for the session, hand in the confirmation sheet with the note “No Charge – To be Re-Scheduled". It is the responsibility of the Personal Trainer to unschedule the session so it can be re-scheduled at a later date.

As noted, the Closing CSR will collect and collate all signature confirmations from the trainers for that particular day. The closing CSR will attach these confirmations to the daily PT schedule and leave them for the Club Administrator. Every morning, the CA will verify payroll, so it is important to note that if the trainer does not hand in their confirmations to the CA, the trainer will NOT be paid for that session. Unconfirmed sessions or missing confirmation slips should have these sessions unscheduled by the CA



during the payroll confirmation process if the Trainer has not done so already. This will ensure that there are no sessions left scheduled for past days and allow the trainer to re-schedule the session.

This ensures that no completed sessions are left unpaid as long as the confirmation slips are completed and processed daily. Sessions cannot be confirmed for payroll more than one time.


HOW DO YOU ORGANIZE IT ALL?

Call Boxes and Personal Training Binders Every successful Personal Trainer sets aside 1-2 hours minimum for prospecting new clients or preparing for renewals. We have provided a system to organize this and make it easy for you.

A call box and binder will be provided to you from your Fitness Manager or General Manager. As a GoodLife Fitness Clubs Personal Trainer you are given these tools to help stay organized which will help you to be a very professional trainer. The call box and binder work together to make client and prospecting calls easy to organize.

Why Does it Matter? • Organize your leads so you call them within the 1st 24- 48 hours

• By making notes about the prospect’s needs, goals, and their time frames, you’ll have all of their pertinent information in one easily accessible place

• It increases your renewal rate- by keeping track on your cards of who is almost ready for renewal, you can plan appropriately and timely and appear professional in your clients eyes

• A place to record all of your client’s personal information- each client on their own card- this gives you a record of all your client’s important dates, birthdays, names of family members, hobbies, etc.

• Decreases your stress and chance of losing vital information because it is all in one place

• All of your calls are in one spot- no losing phone numbers or scraps of paper

• If they haven’t said no, then they are a lead and therefore an opportunity for a new client • A possible prospect may be a new client tomorrow!

The Call Box


What is in each box: 1. Dividers- months and days

2. 2 kinds of cards:

• Prospect Cards - cream coloured. These are used to record and keep information about someone who you have done a consultation, spoken to or who is interested in personal training, but is not yet your client.

• Client Cards - Salmon coloured. These are used to record and keep information about each of your clients. You can record their existing information- birthdays, needs, etc. You can also record how much attention the client needs by checking off the appropriate box on the front of the card- needs a lot of attention= 1, moderate attention/ motivation= 2, little motivation/ attention = 3.

The Call binder

There are 4 areas of the binder:

1. Calendar

2. Daily Appointment Scheduling Section

3. Tracking Daily Activity- a place to record, as the day goes on, all of your prospecting activity. You can easily enter your stats in CARE at the end of the day. It gives you and your fitness manager/ general manager quick and convenient access to your daily activity so you can see your biggest risks and opportunities and make improvements to your prospecting plans faster

4. Notes

How the Call Box and Binder Work Together

• Organize your cards into client calls and prospect cards

• Take you client cards and place them behind the dividers for the dates you need to call them- i.e. confirmation calls, anniversary calls, birthday calls, renewal calls, etc.

• Take your prospect cards and organize them by order of “hottest” leads (hot leads higher quality leads i.e. possible renewals, referrals, members you spoke to in the last 48 hours), to “coolest” leads (cold leads are lower quality leads and are generally external ballot boxes, cold calls, leads that are over 2 months old). You do this by checking on the card, in the boxes provided, either a 1, 2, or a 3. As well, mark on each card what the source of the lead is- referral, past client, internal ballot box, etc. The smartest way to do calls is to call the 1’s before the 2’s, and lastly the 3’s.

• Each day, take out the cards under the date and call them. Record the information as well as any notes needed, referrals received, etc. in your call binder, on the daily call tracking sheet.

• After your calls are done, put each card under the next date you need to do follow up.

• At the end of the day, take your call sheet and enter the information in CARE.


MEETINGS AND TRAINING

Summary of Training and Meetings Upon Hiring • Shadow schedule in club- 6 hours

• Attend BaseCamp- 4 days of intense initial training

Weekly • Half hour individual training session with your Fitness Manager (1st 3 months of employment) to

follow up on your Basecamp training and ensure that you are set up for success and know all of your tools 100%

Daily • 10 Minute Meeting with your Fitness Manager or General Manager (3 times per week minimum)

Monthly • Club Marketing Meeting- beginning of each month

• Team Department Meeting- Mid Month

• Meeting with Fitness Manager to review your 3 Month Revenue Agreement and PT Goal Calculating Sheet/ plan for the upcoming month

At 3 Months of Employment • Probationary Performance Review

• Establish new goal setting sheet and 3 month revenue agreement

• Review development plan with Fitness Manager for next three months

At 6 months of Employment • Performance Review

At 1 year of Employment • Performance/ Wage Review



What to Expect with Weekly Meetings In your 1st 3 months of employment, your Fitness Manager will use your yellow binder to teach and direct you how to be a successful Personal Trainer though selling and servicing Personal Training. One of the best ways for you to learn is by having a ½ hour individual training session with your Fitness Manager/ General Manager weekly. The goal is to see the overall picture for the week so you can create, follow up on, and progress a plan together for each day in order to achieve your revenue goals, build your clientele quickly, be happy and confident, and achieve success.

Associate_______________________________ Fitness Manager. _______________________________ Last Week’s Successes: Week of: Thurs- Wed 2005 − $$ Goal, achieved, new clients, client successes, results, personal life − what they thought they did well in the previous week − what Fitness Manager thought they did well If you have not been successful, why not? Refer to Recap & Analysis or Activity sheet from CARE WEEK – discuss!!! GOAL ACHIEVED PT Weekly goal Weekly achieved FLP Weekly goal Weekly achieved Total MTD Month-to-date goal Month-to-date achieved PHONE CALLS- #

are stats entered properly? CONSULTS BOOKED- # CONSULTS DONE- #

Review Last Week’s Risks, Opportunities, Action Plan, and Consequences 1. 2. 3. − take a look at last weeks goals, was everything achieved? Why or why not? Main Role-play:(greatest risk) Check recap and analysis for greatest risks to train on;

marketing, focus for the month; issues Comments Positive feedback and constructive criticism; what to work on for next time Communication: − Issues − News − Changes Opportunities for the Week: − renewals coming up − consults up and coming − Upcoming PT @ POS sessions − What they are doing to get more leads for themselves-VFP, booths, street reach Game Plan: − When are you doing your PT Booth? − 2- 3 goals for upcoming week to attain new clients/generate revenue/meet monthly revenue and consult goal (timeframe) − Goals given by the Fitness Manager to be accomplished before the next meeting Update on Incomplete Agreements Comments 2 phone calls, letter sent, sent to collections



Personal Trainer 10 Minute Meeting Agenda

Now that you have had your weekly meeting with your Fitness Manager and you are set up for the week. How do you stay on track? What do you do when you hit a wall? You have 10 minute meetings up to 3 days per week to ensure that you stay motivated, directed, focussed and cared for. Be prepared for your 10 minute meeting with the information below so your meeting is quick and effective.

PT 10 Minute Meeting Agenda

Yesterday’s Performance • Good/Bad?

• One minute praise/reprimand?

• Yesterday’s Personal Training Consultations/sales?

• Yesterday’s Body Results Opportunities Sessions/sales?

• Why?

• Rehearse and try to overcome these objections

• How many renewals were sold?

• How many Buddy Buck referrals were given out?

Today’s Set Up • Where is the Personal Trainer sitting MTD with their goals?

• What do they need to do today?

• Does the plan exceed the daily requirements for their goal?

• Is the plan achievable?

• Where and when are they doing their new business generation?

• Where are the leads coming from?

• Do you have any seminars planned? If so, how many people are booked?

• How many Personal Training Consultation appointments are set up for today?

• Identify any areas of risk- roleplay

• Follow up items

Feedback and Moment of Magic • You will receive feedback from your Fitness Manager


GETTING STARTED A WORKBOOK FOR THE

1ST MONTH OF YOUR PERSONAL TRAINING

BUSINESS


Getting Started in the Right Direction- What to do in Your First Month Now that you have been exposed to many of the tools we can offer, you’re ready to start as a Personal Trainer! Where do you begin? Where do you spend your time? How do you build your clientele? Knowing where to begin can often times be the most difficult part of the entire process. This workbook will guide you through these decisions and help you organize your plans immediately. The sooner you design and implement your plan, the more likely you are to execute it with passion, have a full client base, and be a happy Personal Trainer. There are a few key points you want to follow when creating your schedule in the first month.

Things to consider: 1. Goal Setting: How much money do you want to make: per year, per month, per week, per day?

(Workbook Page 3) 2. Financially, what is expected of you? (Workbook Pages 4 & 5) 3. What type of training do you want to do? Who is your market? When do you want to train them?

How do you develop a marketing plan (Workbook Page 6 ) 4. How will you get your name out to these people? What tools will you use? (Page 7) 5. How do you organize yourself? What is your schedule for the first month, in order to have a second

month full of paying clients? What is your schedule/ plan for the year? (Page 9) 6. Checklist- Things you need to know to begin (Page 19)

Step 1: How much money do you want to make this year? • Decide how much money you would like to earn this year. • Divide that number into 12 to determine what you want to earn monthly. • Now, using the PT Goal Setting Sheet and explanation provided (Pages 1- 3), your Fitness Manager

will help you determine how many clients you need to train, how many people you need to talk to, how many consultations you need to book, do and close in order to earn that wage.

• Note: this does not include PT @ POS sessions/ clients that your Fitness Manager assigns to you. Explanation of Personal Trainer’s Personal Goal Sheet You should fill out these sheets and discuss your plans with your Fitness Manager a few days before the beginning of the following month 1. Working Days: The number of days in the month you are currently training on. 2. Personal Income Goal: Put in what you want to gross for the month in income. Things to

consider: do you want to pay off credit cards, buy an RRSP, save money for a new couch, etc. 3. 80:20 Payout: Your typical paycheque will be broken down to 80% of income from base wages

and premiums and 20% from commissions. 4. Total Commission: The total commission is determined by multiplying your Personal Income Goal

by 20%. 5. Total Base and Premiums: This income is determined by multiplying your Personal Income Goal

by 80%. 6. What Do You Need to Sell? There are four categories of training and commission listed and you

choose what you will be focusing on in the upcoming month to sell. From here you can determine the amount of revenue required to generate from the different types of training. (See example sheet)

7. Current Clientele Business Monthly: Take the average # of hours training per day and multiply it by the number of Working days in the month and you will have the Total number of hours you are currently training clients in a month. (see example sheet)

Getting Started (revised March 1, 2006) Page 1


8. Projected Clientele Business Monthly: To determine the projected number of hours you will be

training, input which level of trainer you are (the average $/hour is pre-determined by $8 base and the premiums). This is divided into (B) the Total Base and Premiums (see #5.) Compare the Current number of hours training to the Projected number of hours training and determine if an increase in number of hours are needed in the upcoming month (see example).

9. Average $/Package: This is determined by dividing the total number of packages sold for the month into the total revenue generated for the month.

10. Number of Packages: Total number of PT agreements needed to sell in the upcoming month determined by dividing the Total Revenue determined (from #6) by the Average $/ Package (from #9)

11. Closing Ratio: Divide the number of packages sold into the number of consultations/Body Results Opportunities done in the past month.

12. Number of Consults To Do: Total number of consultations/Body Results Opportunities required to complete is determined by taking the # of Packages need to sell (from #10) and divide it into the closing ratio (from #11).

13. Show Percentage: From last month divide total number of PT packages sold by the number of consults/Body Results Opportunities booked.

14. Consults to Book: This is determined by dividing the # of consults to do (from #12) by the show percentage (from #13.)

15. Personal Consequences: List three of your own “Plan B’s” that you will be accountable to if you do not perform your minimum activity as determined by your own Personal Goal Sheet (above). The following is a list of examples of Personal Consequences:

a. Schedule extra 1 hour per week for Personal Training consultations (PT Consultation desk)

b. Offer free Personal Training for 1 half hour c. Walk around with a fitness mat for stretching with business cards and provide an article

on stretching d. Go to 2 Body Training System classes and provide free spotting for class participants e. Loblaws – do 1 half hour walk around downstairs in the store and provide hand outs or

flyers f. Stand at front desk for 30 minutes and introduce themselves to incoming members g. Do cancellation, follow up calls for General Managers and review needs, goals and

timeframes h. Spend 30 minutes doing Member Interest Profiles on members on the weight floor i. Present a topic from Personal Training on the Net during the Kick Off or Department

Meeting




Personal Trainer’s Personal Goal Sheet

TRAINER’S NAME: TRAINER LEVEL:MONTH: WORKING DAYS:

TOTAL COMMISSION (A)Personal Income Goal : X 20% = $

TOTAL BASE & PREMIUMS (B)Personal Income Goal : X 80% = $

Avg # of hours worked/day = X Working days = =

(Total Hours Worked)

Personal Trainer: $13/hr Base and Premiums REQUIRED Master Trainer: $20/hr Divided by dollars/hr =Elite Trainer: $27/hr Total Hours Required This Month Elite Plus Trainer: $34/hr

Projected Business – Current Business hours

%

PERSONAL CONSEQUENCES:123

Trainer FM/GM Date

"Work Smarter, Not Harder" Diversify What Type of

Personal Training You Sell To Give You A Variety Of Clientele And Better Base For Referrals

Total Sales Needed To Hit Personal Goal#DIV/0!

Sales Needed To Achieve Commission Goal Saless Needed To Achieve Wage Goal

#DIV/0!

# of Consult Calls Done

# of Consults Booked

Personal Performance Needed

Divisional Manager Date

# of Consults Calls Needed

# of Consults Booked Needed

# of Consults Done Needed

#DIV/0! #DIV/0! #DIV/0!

Closing PercentageAgreements

Needed

#DIV/0! #DIV/0!

Activity Needed To Reach Your Goal

# of Consults DoneTotal Agreements

SoldTotal Revenue

SoldAverage $ Per

Agreement

#DIV/0!#DIV/0! #DIV/0!

Personal Performance from Last Month

FALSE

Projected Clientele Business Monthly

(Circle one)

10%$100 40%50%

PT SalesFat Loss Program

Group Specialty Training

#DIV/0!

Plan Your Success

#DIV/0!

Current Clientele Business Monthly

(%) CommissionCommission Types

BROs/Seminars/Perks

How many MORE HOURS do I NEED to Train This Month?

Personal Income GoalWhat Do I Want? $

80:20 payout:Typically a Personal Trainer’s paycheck can be broken down to being 80% base and premiums and 20% commissions

Average Price Per Session Based On Level FALSE


Step 2: Financially, What is Expected of You? Each month the club has a Personal Training revenue goal to achieve. Each Personal Trainer is responsible for a portion of that goal, based on whether you decide to be a full time or part time Personal Trainer. The expectation is that you achieve this goal each and every month. These goals are located on your 3 Month Revenue Agreement. You may use whatever sales and service tools you are most comfortable with in order to meet this revenue agreement. Due to large package sales and renewals, Personal Trainers often double their goal in a month. The next month they are servicing those clients, and can therefore, have a more modest sales month. To accommodate this trend, our revenue agreements are for 3-month periods. In order to continue to be a Personal Trainer with the GoodLife Fitness Clubs, a Personal Trainer must hit at least 80% of this goal for the 3 month period on each agreement. Using the goals you set out on your PT Goal Setting Sheet, fill in how many consultations you need to do to achieve this revenue goal and the minimum number of hours you will train our members. It is expected that you will maintain those hours for the duration of the agreement and complete the consultations necessary to achieve the goal.




Trainer:

Contract for the following months:

Month 1:

A Minimum revenue required to generate:B $C

Month 2:


Month 3:


$

Date

Supervisor Divisonal Manager Date

Month 1 Actual

Month 2 Actual

Month 3 Actual

Total 3 Month Goal 80% of 3 Month Goal$

Number of approximate hours you will be training clients:

$

Number of approximate hours you will be training clients:

Minimum consultations needed to accomplish goal:

Part-time (10-20 hrs) Full-time (20+ hrs)

Number of approximate hours you will be training clients.

Minimum revenue required for personal commission goal:

$$

3 Month “Personal Trainer Revenue Contract” for Personal Trainers, Master, Elite and Elite Plus Trainers

This 3 month contract is to be filled out by the PTC/FM or GM and Trainer every 3 months in order to set the goals for the next 3 months.

This contract is structured so as to enhance your planning and success as a Professional Personal Trainer.

$


Level of Trainer:

Minimum consultations needed to accomplish goal:

$Minimum consultations need to accomplish goal:

Actual 3 Month Total $

Minimum revenue required for personal commission goal:

Personal Trainer


Minimum revenue required for personal commission goal: $

The following are conditions of your employment as a Personal Trainer at GoodLife Fitness: 1) You are required to achieve 100% of your monthly goals that are agreed upon in the three-

month revenue agreement. Your performance will be evaluated and measured monthly. If your monthly goals are not attained, corrective measures will be taken each month.(Corrective measures may include training, coaching, a discipline meeting, verbal or writtenwarning. This is dependent upon your performance history.) These corrective measures are established to assist you with reaching your total three-month revenue goal.

2) If you have not reached 100% of your monthly goals for each month within the three-month revenue agreement (as stated above), you must attain 80% of the total three-month revenue goal that is established in the agreement.

3) Failure to meet 80% of the total revenue goal in the three-month agreement will result in being dismissed from your position of Personal/Master/Elite/Elite Plus Trainer at GoodLifeFitness.

I understand and agree to the above conditions. I also understand the consequences of notfulfilling the conditions of this agreement.


Step 3: Developing Your Marketing Plan: Using the steps in Section 3 of this handbook, decide what group of people you want to train, and fill in these steps to answer “The 5 W’s of Marketing Your Business”. Set a completion date for each of these items with your Fitness Manager and update them of your progress in each of your meetings.

Marketing Plan

$ Goal This Month: _________________

Consult Goal This Month: ____________

Marketing Plan: Working Smarter = 5 Steps⎯WHO, WHAT, HOW, WHEN, WHERE Step 1: Who: Identify 1-3 markets I want to train

1. % of my clientele:



Step 2: How: What do these people want? How do I use my special this month?

1.

2.

3.

4.

5.

Step 3: What: Tools to use⎯Start with the top 5

1. PT@POS ⇐

2. Referrals ⇐

3. Renewals ⇐

4. Walkarounds ⇐

5. Results Specialist (if applic.) ⇐

6. Seminars

7.

8.

9.

10.

Step 4: When:

1.

2.

3.

Step 5: Where: Where will they see my marketing the most?

Internal: 1. 2. 3.

External: 1. 2. 3.


mailto:PT@POS


Step 4: Put Prospecting Avenues into Place: What actions will you take to get 20 to 30 hours of Personal training clients per week? In section 3 of this handbook, you learned each of our most successful tools for getting clients. Now is the time to PROSPECT for clients. The most successful Personal Trainers started by spending hour upon hour in the club talking to members, holding seminars, doing consultations, and making phone calls to inspire members to come in for a consultation. You have learned all of the tools we can provide to you and now the rest is up to you. Below is a recap of prospecting ideas to use to get new leads and book consultations. The more you diversify your leads, the more likely you are to hit the consultation goal you set for yourself earlier. Ongoing Prospecting Avenues - take very little time for you to implement and give big pay offs (have at least 2-3 of these ongoing at all times):

- Know and talk about the current months’ marketing at all times - Give your availability to Membership Coordinators and all other staff- especially CSRs - Get your picture and information on the Bio Board - Create a bulletin board about yourself - Take on new PT @ POS clients - Visual Fitness Planner (VFP) Booths - Go to spot members in any BTS Group Ex Class - Referrals from your current clients - Use the PT Only Area (if you have one)- it advertises who you are and what you do - Create a Bio Binder/ Testimonial binder for members/ prospects to read in the reception area

Internal Avenues from the Top Prospecting Tools - can take more of your time- give great leads (use 2-3 of these avenues daily &/ or weekly):

- Seminars - Introduce yourself to members at the orientation and offer them a free consultation - Outgoing phone calls- schedule at least 1 hour of this call time, 3-5 times per week - Hold booths- relate them to specialty programming or use the Body Comp Scale, or even hold an

“Ask the Trainer” night - Walk around the floor and help people - Ballot boxes - Past unsold consultations - Blood Pressure Pads/ Box at the blood pressure machines- use these to teach members how to

accurately take their heart rate and blood pressure and drop them in the box when they are done to receive a call from a Personal Trainer about their numbers

- For more ideas, refer to Section 3, Top 18 Prospecting Tools External Avenues (at least 1 avenue daily for LCL clubs, all other clubs, at least 1 avenue monthly):

- Go to corporate partners and hold “Lunch and Learn” Clinics - Hold external seminars in community locations- church groups, teen groups, community centers,

senior centers, etc. Once you begin to use at least 3-5 of these tools everyday, you will be able to see what brings you results (consultations booked, done, and SOLD) and what doesn’t give you the return on your investment. Focus on what gives you the best results with the least amount of time- work Smarter, not Harder.



Prospecting Avenues I will Use: Ongoing Avenues I will Use:

1.

2.

3.

4.

5.

Internal Prospecting Avenues:

1.

2.

3.

External Prospecting Avenues:

1.

2.



Step 5: Organizing Your Business- Scheduling Your First Months: Over and over Personal Trainers prove that the more time you are at the club being present, prospecting, doing consultations and training clients, the faster you will have paying clients! We recommend that you spend as much time in the club as possible- especially during the prime times. 30- 40 hours per week is ideal and recommended to get results fast. With direction from your Fitness Manager, input the plans in step 4 into a schedule for the week. Fill your week with prospecting ideas, and omit then as necessary when you begin to fill your days with clients. Below are 2 examples of sample schedules to follow. Your fitness manager will be able to help you tailor these to fit your needs, your member needs, and what is proven successful at your club.

Example 1: Weekly Schedule for a New Personal Trainer Sun. Monday Tuesday Wednesday Thursday Fri. Saturday off Check appointment

book, Review today’s goals 10 min meeting Prime Times: 8-11 am, 4-8 pm 8- 8:15: Pull necessary files for consults/ PT @ POS sessions 8:15-8:25: 10 minute meeting 8:30-9:30: BTS Class- spotting (get 15 names, book 2, do 1) 9:45-10:45: walk arounds- set goals to talk to 10 people, get 8 names and numbers, book 2 consults) 11- 12:00: phone calls (talk to 20 people, book 7) 12- 4: Break 4:00-5:00: Phone Calls- unsold consults (contact 7, book 4) 5:15- 7:30: VFP Booth (15 contacts, 4 booked, 2 done, 1 sold) 7:30:confirm Tuesday appointments 7:45- 8:10: do paperwork and enter stats

Check app. Book, Review today’s goals Prime Times: 8- 11am, 4-8 pm 8am: 10 min meeting 8:10-9: prep booth 9-10: VFP Booth (contact- 8 book- 6,sell- 1) 10-11: referral/seminar booking walk arounds (get 5-7 referrals, book 3) 11-12: phone calls (contact-10,book 4) 4-6: VFP Booth (contact 20, book 8, sell 1) 6-7: Phone calls (contact- 10 book- 5) do paperwork and enter stats 8pm: confirm Wednesday appointments

Check appt. book, Review today’s goals 10 min meeting Prime Times: 9-11 am, 4-8 pm 8:45 am: 10 min meeting 9-10:phone calls (contact 15,book 7) 10-11am: Fat Loss Booth (contact 10, book 4, sell 1) 4-5: referral booth with MC 5:30-7: Fat Loss Seminar (15 show, sell 2) do paperwork and enter stats 7:30pm: confirm Thursday appointments

Check appt. book, Review today’s goals 30 min meeting with FM Prime Times: 8-11am, 4-8 pm 8-9: Body Comp. Scale Booth (contact- 10, book- 5, do 2, sell 1) 9am: 10 min meeting do paperwork and enter stats 4:30- 5:30: spot BTS Class (hold draw for free VFP- 30 names) 5:45: confirm Saturday appointments

Off Check appt. book Review today’s goals 10 min meeting Prime Times: 8- noon 8:00: 10 min meeting 8:15-9:15:walk arounds in Fit Fix Line (contact 3, book 2) 9:30-10:30: VFP Booth (get 10 names, book 4,do 2 & sell 1) 10:30-11:30: call people from class Thursday (contact 20, book 10) 11:30- 12: walk around in cardio area (meet 5 people, 3 referrals) 12:00pm: confirm Monday appointments -do paperwork and enter stats

Daily Goals: -Get 65 leads -Book 15 consults -Do 3 consults -Sell min. $150 Hours Worked: 8

Daily Goals: -Get 65 leads -Book 15 consults -Do 3 consults -Sell min. $100 Hours Worked: 8

Daily Goals: -Get 65 leads -Book 15 consults -Do 3 consults -Sell min.$100 Hours Worked: 7

Daily Goals: -Get 65 leads -Book 15 consults -Do 3 consults -Sell min.$75 Hours Worked:8

Daily Goals: -Get 65 leads -Book 15 consults -Do 3 consults - Sell min. $50 Hours Worked: 4.5



Example 2: Weekly Schedule for a New Personal Trainer:

Day MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SAT Shifts 9-1, 4-8

8 hrs 10-1, 4:30-8, 6.5 hrs

9-1, 4-8 8 hrs

3:30- 8 pm 4.5 hrs

9-12 3 hrs

Off-

9-10 - 10 min meeting Walk arounds

- 10 min meeting Calls– confirmation, outgoing, follow up from class/booths last night no shows

- check activity needed today to hit week to date goal - 10 min meeting Orientation

- 10 min meeting -Calls

Some weeks this rotates with Friday based on clients

10-11 VFP Booth Orientation VFP Booth WOW Booth

11-12 Calls-– confirmation, outgoing, no shows

MA Shift Walk Arounds and calls when people contacted

Calls- set up next week’s consults

12-1 BC1 Booth in CV Area

MA Shift Calls

1-2

2-3

3-4 - DAP to MSD 3:30- indiv meeting with FM

4-5 WOW Booth VFP Booth WOW booth Calls/ Walk arounds

5-6 Calls / Walk arounds

Spot/ ballot box draw in Body Pump

VFP Booth BC1 Body Comp Scale Booth

6-7 VFP Booth Calls Walk Arounds WOW Booth

7-8 Seminar 1 time per month on FLP or continue VFP Booth

Walk arounds Seminar- 1 time per month on FLP or Walk arounds

Calls

8:00 Enter stats and put away member files

Enter stats and put away member files







Starting Off Right: What Actions Will You Take To Build Your Clientele? 1. Complete your marketing plan to determine who you want to train as clients and what you will train. 2. Choose 2-4 internal ways to market and 3-4 ways to market externally. 3. Choose 3-5 tools you will use in the next 3 weeks to generate leads and consultations. i.e. Seminar,

unsold consult/BRO file, Old PT@POS clients, internal ballot boxes etc. 4. Use the goal setting sheet with you 3 month revenue agreement to determine how much revenue yu

want to bring in, # of consults to sell, do, book and contact. 5. Schedule the time you will be available to “work” (prospect, take new clients and market) for the

next 1-2 months and enter this in CARE. 6. Give your availability for training to the FM, MCs and RS so you can get PT@POS and new clients

immediately. i.e. leave 3-6 hours/days availability for PT@POS and new clients from your RS. 7. Plan the hours you will be in the club for walkarounds/Booths. This should be daily at the peak times

of the day you want ot train and BE PRESENT AT THOSE TIMES! 8. Get on the phone and CALL, CALL, CALL! Talk to as many people as you can!! Once you begin

getting leads you need to book them using needs, goals, time frame while they are hot. 9. PLAN FOR NO SHOWS. Give yourself choices - be able to set up a consultation booth, new program

booth, VFP booth, spot a class, etc. on the drop of a hat. 10. Diversify yourself and your work! Don’t limit yourself to just 1 program, 1 type of prospecting idea, or

1 type of client. The more you can be flexible and adapt, the faster you will reach a full schedule! 11. Enter your stats daily and review them with your FM in your 10 minute and weekly meetings.

Evaluate what is working and what isn’t. Where are your weaknesses and constantly roleplay to learn how to turn those weaknesses into strengths!

12. Who are the successful Personal Trainers and ask questions. They were once in your shoes and can provide valuable insight and tips.

Your Monthly Schedule: PREPARE YOURSELF! Running a business can be very overwhelming. Create a business plan for the year and break it down month- by- month using the calendars provided. Your monthly schedule should include all items that you will do, so you can plan your days effectively. Included in this are, weekly meetings, performance reviews, program renewals, marketing plans, prospecting plans, monthly meetings, seminar dates, parties, shadowing days, scheduled sales times, etc. We have included each month for you so you can effectively plan you year now!

Tips for Your Monthly Schedule: 1. Diversity your prospecting ideas using the most successful first and most in your schedule. These

are: a) PT@POS⎝leave 1-2 months availability for MCs/FM of 20 hours per week. b) Consultations⎝book, confirm and o as many as possible. Use the goal setting sheet and

your 3 month revenue contract to determine the minimum you need to call, book and do. c) Walk Arounds/Booths⎝Be in the club introducing yourself to members daily for 1-2 weeks

at the times you want to train to meet the members that workout at those times. d) Seminars⎝Use the pre-designed ones or create your own (with approval). Advertise in key

areas of the club and have a sign up sheet at the front desk, in the change rooms and on a clipboard for your walkarounds and compile a master list daily.

e) Ballot Boxes⎝Set up 1-2 in club and 5-10 out of the club-lost of leads to call. 2. Diversify your Role. If you are a MA, CSR, RS or a Group Ex Instructor reach 20-30 maximum people

everyday


mailto:PT@POS

mailto:PT@POS

mailto:PT@POS


Example of a Monthly Schedule

January 2004 Sun Mon Tue Wed Thu Fri Sat

1/1/2004 1 2 3 4 5 6 Thyroid Awareness Month” Revenue Goal:$_____ Consult Goal:______ Things to do: 1. Go to new Hire Training

New Years Day No Clients

Check Appt Book

Check Appt. Book 10 min meeting with FM Enter availability for February & March

$ Goal this Week:____ My MTD: $_________

30 min meeting with FM Review last month’s performance

Off

7 8 9 10 11 12 13 Off Update Bio

binder with testimonials

$ Goal this Week:_____ My MTD: $__________

30 min meeting with FM Off rest of day

14 15 16 17 18 19 20 Off Review current month plan-modify where necessary

6:30 pm: Fat Loss Seminar



10 am: You Are What You Eat Seminar

21 22 23 24 25 26 27 Off Ann Rice:

Compleit_Fat Loss Program



28 29 30 31



November 2005 Sun Mon Tue Wed Thu Fri Sat

1 2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 22 23 24 25 26

27 28 29 30

December 2005 Sun Mon Tue Wed Thu Fri Sat

1 2 3

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

25 26 27 28 29 30 31



January 2006 Sun Mon Tue Wed Thu Fri Sat

1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30 31

Month Year

Sun Mon Tue Wed Thu Fri Sat



Month Year


Month Year




Step 6: A Personal Trainer’s Checklist and Guide to Fitness Knowledge You Need To Get Started

Basic Fitness Knowledge (Available through GoodLife’s Fitness Education Course- complete in your first month, Can-Fit-Pro PTS certification – complete in your first 3 months, PT on the Net – obtain your access code upon signing job description)

Basic Anatomy (major muscle groups and function, basic skeletal system and function)

- refer to the anatomy colouring book and work through the major muscles (chest, back, upper legs)

Kinesiology (basic movements of the body and purpose – e.g. flexion of the bicep)

- reference the Can-Fit-Pro PTS manual and use PT on the Net to print the major exercises listed in the manual and keep a binder to refer to these exercises when designing programs (see Tip below)

Cardiovascular System (purpose of the heart and lungs, effect physical activity has on them)

- refer to Canada’s Physical Activity Guide

Understand Canada’s Activity Guide

- visit www.hc-sc.gc.ca/hppb/fitness/index.html to learn more

Basic Nutrition (understand Canada’s Food Guide)

- visit www.hc-sc.gc.ca/hpfb-dgpsa/onpp-bppn/food_guide_rainbow_e.html to learn more

PT Service Skills (GL Education Course, Can-Fit-Pro PTS Certification, PT on the Net, PT Handbook)

How to service all GoodLife Signature Personal Training Programs

- begin by learning our Orientations, PT@POS system and the Fit Fix program – attend the Fitness Education Course and Base Camp, shadow knowledgeable Personal Trainers, and practice on yourself.

- learn our GoodLife Fat Loss program as it has guaranteed results or their money back and is a great learning tool for nutrition. Refer to the Fat Loss training manual found in your PT office or have your FM print one from public folders.

- refer to PT on the Net for training manuals on Group Specialty Training: Learn to Run, Fit Fore Golf, CORE, Women on Weights, and Body Fit 60

- learn our Healthy Heart program and the benefits of it’s training because heart disease is the number one killer in North America and the incidence is rising every year! Help our members fight the silent killer!

How to complete a GoodLife Fitness Assessment/ Body Results Opportunity (all information on correct procedure is found in your PT Manual)

- able to take Resting Blood pressure

- able to take Resting Heart Rate (determine appropriate training heart rate zone)

- able to take skinfold measurements and/or Body Comp Scale readings

- able to take girth measurements

How to design a basic fitness program based on a clients needs, goals, and timeframes utilizing the FITT principles

- refer to Can-Fit-Pro PTS manual for more information


http://www.hc-sc.gc.ca/hppb/fitness/index.html

http://www.hc-sc.gc.ca/hpfb-dgpsa/onpp-bppn/food_guide_rainbow_e.html

mailto:PT@POS


Explain the purpose of, how to put into service, and how to design each component of a fitness program: Warm-up, Cardiovascular, Resistance, and Flexibility

- refer to Can-Fit-Pro PTS manual for more information

Explain, demonstrate, and monitor basic exercises in each component of the fitness program

- print off the basic exercises found in the Can-Fit-Pro PTS manual and refer to PTontheNet for alternative and progressive exercises

Basic Spotting techniques

Familiarize yourself and know proper technique for all equipment in your club- Life Fitness, Free Motion, Stability Ball, Medicine Ball, Cardiovascular Equipment

Tip: When beginning your career as a fitness professional, we recommend that you begin compiling an exercise binder to include any exercises, programming material, or articles that will help you in your programming. This will give you a library of programming available to you at all times! ITEMS TO INCLUDE: - Include cardiovascular options for all exercise levels based on general goals- i.e beginner who wants

to lose weight, or an advanced exerciser who wants to increase their endurance. - Fit-Fix exercises in your location (most of the descriptions and techniques can be found in the

exercise library found on PT on the Net) - Resistance training techniques: Fit Fix, Circuit Training, Drop Down Sets, Super Setting, Super Slow,

Interval Training… and when to apply these - How to train for different goals: Endurance training, weight loss, strength increase, weight gain,

increased speed, increased agility - What exercises to avoid for different injuries and conditions - General Guidelines for training people with Osteoporosis, Arthritis, etc.



The Keys To Successful Sales

Know Your Stuff and BELIEVE In It! – You can’t sell if you don’t feel it! You need to experience the benefits of the products. This will help you speak from your heart. Customers know the difference between a learned sales presentation and a heartfelt one.

Stop Selling and Start LISTENING– Customers buy from you based more on how well you listen than on how well you talk. Selling is about the ability to gather information, consolidate the information, and provide a helpful intervention.

Leave Your Ego at the Door and Learn Flexibility – Use good judgment and flexibility if the situation requires it. For example, if your client is late for a consultation and you had planned to use the full half hour to present your services, then concentrate on what works – (sincere enthusiasm and concentration of a persons needs)

Manage Yourself like A Business! - Look at how you operate, and include the principles of good business, with a review of time, money and profit. Consider what will make you most profitable; consider your “money zone”…your area where there is the most potential.

Plant Seeds Everyday! - You have to want to prospect. What you are doing now, is going to ensure that your business is great 6 months from now.

Let Go of Tactics and Develop Personal Judgment Skills - Personal judgment skills come from knowing your products, and Services inside and out, doing accurate assessments of your Potential clients and then answering directly how your service can link the two. Understand and accept that customers want a degree of true connection. Developing chemistry is a skill, not luck.

Establish “Next Steps” At the End of Each Sales Call. - Make notes on what happens when making sales calls, or when doing fitness assessments, programming etc. Manage your sales process.

Let Your Enthusiasm Show! - When communicating with clients, do you give off that you love what you do? Would you do it for free to help someone? Is it fun?

Be A Student of the World! - People relate to people, so broaden your horizons. Be a step ahead. In sales, you should strive to be a good communicator and develop the ability to connect with others.

Always be POSITIVE! Commit Yourself to Integrity = Positive, Happy Feeling About Yourself! - Have respect for your profession and others. You can’t be a louse one minute and a successful charmer the next.

Don’t Talk Too Much! - This is a problem that can arise when you know your associate really well. If a person says that they have a sore back and you jump in and say “I can fix that!” You’ve possibly stolen the conversation (attention) away from them. Wouldn’t it be much more effective to listen and memorize what they are saying and then being able to repeat it back to them, with a solution?

Don’t Talk Too Fast! - Personal training sales presentations are fairly new concepts. During the sales presentation, make sure that you are speaking in a tone and voice quality that is easy for the new client to understand. Remember that this is a new concept to most people, and they need to understand what you are trying to convey.



Make Sure You Understand Your Customer’s World and Problems! - Some sales people get too wrapped up in their product. Selling is about identifying with who needs what you have, and being the first one to get it for them.

Failure To Do Adequate Pre-call Planning. - Be prepared; check fitness planners, or fitness assessments. Speak about “hot spots”. Your competitors do a better job, because they know more about their clients.

Be Careful Not To Get A Commitment Too Soon! - Get the customer to say “YES” to your service and to the results first.

Be Careful Not To Become Too Compliant. - Sometimes when you become a good sales person, you get lazy. They start to discount all the things they did right in the beginning. Did you stop using your success checklist, filling out information, copycatting etc.?

Overreacting To Objectives. - Don’t look like you’re being punched or insulted. Look like you’re interested or curious about how your client feels. Keep your body relaxed. Everything about your body language must and should exuberate confidence!

Re-Emphasizing Solutions Not Features. - For example, Fat Loss, what you get versus results.

Inability to Articulate Value. - Do you make your clients value your service, or do you just push the features of your service? Show how your service will personally benefit your client.

Careful Not To Sell Too Hard! - Do you feel the pressure of quotas? Check whose agenda you are coming from…yours or your customers.

Mistaking Busy for Productive. - At the end of the day, it doesn’t matter how busy you were, but whether you were busy doing the right things. Do you have a strategy from day to day? (Do you use your green binders?) Don’t hope for sales to just happen for you, make THEM happen! Clients and others will take you seriously, if you are a business expert.

If You Get Brief Closed Answer, It Usually Means Two Things:

• The person is skeptical; very withholding and thinks it’s none of your business.

• They have to know why the information will benefit them or the conversation. (Check the appropriateness of your question.)

Extend Your Handshake with Confidence! - People don’t buy things because they’re on sale; they buy because of a need.



Silent Questions 1. Do they like you?

2. Do you listen and communicate well; “are you like me?”

3. Are you genuine? Do you care about me, or the sale you’re about to make?

4. Is your office professional looking? Are you dressed neatly and professionally?

5. Do you look and sound like what I need?

6. Am I comfortable enough to tell my Personal Trainer the truth?

Goals To Be Achieved Gameplan By When?


personal fitness training manual

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