ORANGE THEORY STUDY GUIDE Exam 80 Questions with Verified Answers,100% CORRECT

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ORANGE THEORY STUDY GUIDE Exam 80 Questions with Verified Answers 30 second sales pitch - CORRECT ANSWER WE are a 1 hour full body group workout. WE focus on heart rate based training guaranteed, ... to produce results from the inside out. OUR workout is backed by science and proven to burn more calories post workout. TRACKED by technology so you can monitor results in real time. Each workout is inspired and let by certified coach to make sure you don't over or under train. booking intro - CORRECT ANSWER 1. Name/email/number 2.CC 3. Weight and Height 4. 30 minutes early 5.Ask for referral 6.Contact Log & assign to the coach for day before 3 A's - CORRECT ANSWER Appearance: be in uniform, always presentable with smile Approach: come from behind the desk and greet them Attitude: always be welcoming and positive Walk in - CORRECT ANSWER Meet and Greet - 10 mins yes-get CI and tour No- Guest register and tour treadmill - CORRECT ANSWER -free motion -built specifically for OTF -largest flex tech in the industry and reduce impact up to 40% *jump on tread* rower - CORRECT ANSWER -water -have strength and power component -utilizes 84% of muscle with little to no impact Weight room - CORRECT ANSWER -Build internal/ external muscles -use TRX(free range of motion), ab dolly's/free weights/benches -TV-dummies -OTBEAT: instant automatic biofeedback to make sure you are not over or under training. your heart rate is displayed on TV's and treadmill Closing from walk in - CORRECT ANSWER "based on everything you've told me and learned about us, we'd be a great fit for you. Wouldn't you agree? yes- go over memberhships, give free HR core No-Schedule for intro and let them know 15 min before class Hand off - CORRECT ANSWER -transfer of trust -current fitness routine -goals/why -injuries/restrictions/supplements -HIGH FIVE Hand Back - CORRECT ANSWER Build the value- coach wants to see you here 4-3 times a week. That makes you a perfect candidate for our premier membership. It is our most popular membership and can be used at any studio in the US Present the Price- The membership is $159 a month, which breaks down to $14-8 per class Ask for the sale- All we need to do is complete the paperwork, get photo, and can by on your way Handling objections - CORRECT ANSWER 1. Empathize 2. Isolate 3. Redirect 4. Make a suggestion empathize - CORRECT ANSWER "of course, I understand being concerned about the cost A lot of members felt the same way at first. Isolate - CORRECT ANSWER "Besides price, is there anything else holding you back from starting today?" Redirect - CORRECT ANSWER "I know that (Goal). and we're going to help you get there" Make a suggestion - CORRECT ANSWER "let's do this; lets start you on our elite membership today, and the event that additional funds become available to you later, we can always upgrade you to premier membership" Objections - CORRECT ANSWER -uncertain: 30 day money back guarantee program -price:bring up price from CI and reiterate $14-8 per class -Time: CI circled what class times worked best -Spouse: bring in your husband. Does he support your fitness goals -Shopping around: bring up how long they put for month they are trying to reach their goals new join requirments - CORRECT ANSWER -CI -MA -Intro Card -Rules and Policies *scanned missed guest - CORRECT ANSWER CL follow up set to the SA working on shift 48 hours later How do you print out the check in list? - CORRECT ANSWER by first name How do you print the check in list? - CORRECT ANSWER click sign in sheet on the right What does the red x on the left mean? - CORRECT ANSWER It's an early cancel, it takes the member out of the class with no penalty -Elite and Basic members get this if they don't show up to class What's a late cancel? - CORRECT ANSWER If they cancel within 8 hours of class, or don't show up -Premier members get charged $12 What membership has 8 classes per month? - CORRECT ANSWER Elite What membership has 4 classes per month? - CORRECT ANSWER Basic How many classes do each of the 3 class packs have? - CORRECT ANSWER 10, 20, and 30 What does the gold emblem mean? - CORRECT ANSWER The person is an Elite member What does the red emblem mean? - CORRECT ANSWER The person is a Basic member What does the silver emblem mean? - CORRECT ANSWER The person is a Premier member What does the alert emblem usually mean? - CORRECT ANSWER They have an unpaid class How do you deal with a cross regional? - CORRECT ANSWER Utilize early cancel, scroll to customer's location, and type in their name into search bar -Unsure if early cancel is done before search What is a priority for member profiles? - CORRECT ANSWER Top priority: Credit cards, email address, Some priority: height, weight, age What are contact logs for? - CORRECT ANSWER Outreach and issues with customers ex: bill problems, heart rate monitors If member is 7 minutes late to class, what do you do? - CORRECT ANSWER Don't let them in What is important about the waitlist? - CORRECT ANSWER -It has 10 people on it -You click "waitlist confirmed" to book member in the class -responsibility is then on them to check their app to see if they made it into class What is the policy for membership cancellations? - CORRECT ANSWER The member has a 30 day period before membership expires, usually they get billed one more time -They do not get billed when they request to cancel their membership within 5 days of last billing date What's one thing you have to send to a newly signed member? - CORRECT ANSWER A docusign or membership agreement What are the first time incentives? - CORRECT ANSWER Premier: Get $50 retail bucks Elite: 3 comps (expire in 30 days) Basic: 2 comps (expire in 30 days) What can you find in the schedule tab? - CORRECT ANSWER Upcoming classes for that member What can you find in the purchases tab? - CORRECT ANSWER The member's history of retail/water/classes they've bought What can you find in the account details tab? - CORRECT ANSWER Everything about the member's history -top bar usually should be green -It shows classes remaining and billing date What can you find in the autopay schedule tab? - CORRECT ANSWER It shows when the member gets billed How do you calculate max HR? - CORRECT ANSWER 220-age When making calls, what should you do? - CORRECT ANSWER Check their contact logs and check account details What document should absolutely everyone have? - CORRECT ANSWER Client Intake form What is an LDNB? - CORRECT ANSWER A lead that did not book an appointment -we reach out to them by calling/texting/ and email -Remember there are templates for the contact logs What do you with a LDNB? - CORRECT ANSWER You leave note of what the interaction was on contact log, then contact them in increments -24hrs- 3 days- 5days- 7 days- 14 days What are the requirements for when a lead books their first class? - CORRECT ANSWER Remind them via text that they have to arrive 30 min. early for 1st appointment -they have to give us their credit card ($12 for the first class) -add them to the workbook What are unique new joins? - CORRECT ANSWER new members this month at this location What are true green stars - CORRECT ANSWER It's a person's first class ever at orangetheory What is difference between cr's and green stars? - CORRECT ANSWER Cross regionals have taken OT classes before, but it can be their first class at this location Why is it important to ask someone why they want to lose weight? - CORRECT ANSWER To link that emotional factor into their goals What do you have to do with the potential new member after class? - CORRECT ANSWER Hand them off to Thomas? -Ask if I should be explaining memberships yet What do you talk about with potential new member after class? - CORRECT ANSWER Give them a packet w/ membership info and class schedule -Recommend premier What's an MG? - CORRECT ANSWER A missed guest, or member that didnt sign up after the 1st class When a new member decides to sign up for a membership, what do you do? - CORRECT ANSWER -You click buy next to their name in the class -Click membership packages -Unselect pay now (if they don't want to be billed today) -Click CC stored and continue w/ no receipt -Then make contact log -Then log it in the Workbook -Send Confirmation Email When would you have to make contact logs? - CORRECT ANSWER Anything that requires action requests ex: upgrage, downgrade, new join, ect... What do you do with cancellation request documents? - CORRECT ANSWER If signed, print out, and put form in pile of paperwork on Thomas's desk When do you click show summary in OTB screen? - CORRECT ANSWER When members are stretching at the end When do you click start class? - CORRECT ANSWER When the time is the time the class is supposed to start What are your closing duties? - CORRECT ANSWER -Rinse/clean OTB straps -cleanex wipe OTB pods -vacuum -clean showers/bathrooms, take towels to the back How many people can fit in a 2g class? - CORRECT ANSWER 24 people What class type do potential new members have to take? - CORRECT ANSWER 2g How many people can fit in a 3g class? - CORRECT ANSWER 36 What waives the final cancellation policy? - CORRECT ANSWER medical issues How long can a member freeze their account for? - CORRECT ANSWER From 30 - 60 days or 1-2 months -This requires paperwork, aka adobesign What's the paperwork process for adobesign - CORRECT ANSWER -send for their signature -send files -"suspension request" (attach) -click set reminder -set for everyday -put in member's name Other than contact logs, what should you never forget to do?? - CORRECT ANSWER Log stuff into workbook What's the second class special (PGR)? - CORRECT ANSWER $14 for second class What's the difference between upgrading and downgrading memberships? - CORRECT ANSWER Downgrades have a 30 day notice before they kick in, upgrades kick in immediately What does it mean to prorate? - CORRECT ANSWER when you don't charge somebody immediately -customer asks to be billed on different day What should you remind customers if they're running late? - CORRECT ANSWER shoot us a text What can you not do when booking a new lead? - CORRECT ANSWER You cant book them in 5am classes and never put them in 3gs -put them in orange 60 classes What's the process after booking an appointment w/ lead? - CORRECT ANSWER -contact log -workbook (booked appointments tab) -confirmation email What are the OTBs from least to most recommended? - CORRECT ANSWER Flex- core- burn OTB core - CORRECT ANSWER -replaceable battery w/ 1 year battery life -no charging required -ECG sensor tech. -worn around chest -sweatproof and waterproof -it comes with removable pod, give it a jolt to get them on the board -tracks splatt points and calories OTB flex - CORRECT ANSWER -worn on your forearm -optical ppg sensor tech. -rechargeable battery w/ 8 classes of battery life -1.5 hours to charge -tracks splatt points and calories OTB burn - CORRECT ANSWER -worn on dominant arm (wrist, forearm, or bicep) -optical ppg sensor tech. -rechargeable battery w/ 24 classes of battery life -2.5 hours to charge -tracks splatt points, calories, steps, and distance What do you do after you sell HR monitor? - CORRECT ANSWER type in their ID number before you sell it What is the blacklist? - CORRECT ANSWER The members coming out of class How do you describe an Orangetheory class? - CORRECT ANSWER -it's a 55 minute circuit training workout with an emphasis on strength and power -our classes are led by a coach who works with each member in reaching their individual goals -Each day there's a different workout, some days it's partners... -I know today's workout is __________ -In the workouts you get put into groups, one group runs on the treadmills, the other use the rowing machines, the other is on the floor. 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