OTF Training Client Setup

Questions and Answers

What do you need to create a profile for a new client?

name, email, phone number, credit card, and address

What reminders should you give to the client when booking their first class?

arrive 30 minutes early, don't give prices over the phone, send a text confirmation after booking

What are the steps for a client's first time in the studio?

fill out intake form, explain HRM system and zones, conduct in-body scan, discuss fitness goals

What should you do if a client is more than 5 minutes late to a class?

clients participate if within 5 minutes of class start; if no-show, charge based on membership Signup and view all the answers

What are the late cancel fees for each membership?

Premiere members get charged $12; basic and elite members get a session taken or pay $18 Signup and view all the answers

What do you do when a client calls to cancel or switch a class 8 hours before the class?

they are charged the late cancel fee if within 8 hours, free to switch or cancel if before the 8-hour window Signup and view all the answers

How do you late cancel a client?

click client's name, sign in, check late cancel box, proceed to buy screen and check out Signup and view all the answers

What to do if a client wants to switch classes within 4 hours before the class?

if more than 4 hours before, no charge; if within 4 hours, charge late cancel fee but can switch Signup and view all the answers

How to split classes based on capacity?

7 or less = 1 group; 14 = 2 groups; 15 or more = 3 groups Signup and view all the answers

How much is each membership?

Basic is $59/month for 4 classes, Elite is $99/month for 8 classes, Premiere is $159/month for unlimited classes Signup and view all the answers

What are the details of the Basic Membership?

4 classes a month, $59 a month ($15/class), Red M symbol in MBO Signup and view all the answers

What are the details of the Elite Membership?

8 classes a month, $99 a month ($12/class), Yellow M symbol in MBO Signup and view all the answers

What are the details of the Premiere Membership?

Unlimited classes, $159 a month, Grey M symbol in MBO Signup and view all the answers

What are the overall membership details?

payments on sign-up day, non-transferable memberships, 2-month minimum Signup and view all the answers

What happens when members upgrade or downgrade their membership?

upgrades are effective immediately; downgrades wait 30 days for new price Signup and view all the answers

What are the packages available?

30 sessions = $499, 20 sessions = $359, 10 sessions = $199 Signup and view all the answers

What are the ways to get a discounted membership?

Family add-on, Corporate add-on, Founder rate Signup and view all the answers

What is the Family/Corporate add-on?

Family add-on is for households, Corporate add-on for groups of 10 or more Signup and view all the answers

What is the Founder rate?

rate offered during presales for premier or elite members, remains unless membership changes Signup and view all the answers

What are the membership suspension details?

suspension for COVID or medical reasons with a note may be applied Signup and view all the answers

Study Notes

Client Profile Creation

Required information includes name, email, phone number, credit card, and address.
Ensure the studio selected is the closest location for the client.

First Class Booking Reminders

Advise clients to arrive 30 minutes early for intake forms and intro.
Do not disclose pricing over the phone; can provide class breakdown if necessary.
Send a text confirmation after booking the class.

First Studio Visit Steps

Clients fill out first half of the intake form; staff assists with the second half.
Explain OrangeTheory Heart Rate Monitor (HRM) system and zones; inquire about rowing experience.
Conduct an in-body scan, set up HRM, and discuss fitness goals before handing off to the coach.

Late Arrival Policy

Clients can join class if they arrive within 5 minutes after start time.
No-show clients will incur membership charges.

Late Cancel Fees by Membership

Premiere members face a late cancel fee of $12.
Basic and Elite members have a session deducted; if sessions are depleted, an $18 fee applies for additional sessions.

Class Cancellation Protocol

Clients cancelling or switching within 8 hours will incur a late cancel fee.
Cancellation or switching is free if done before the 8-hour window.

Process for Late Cancelling Clients

To late cancel, sign in the client and check the late cancel box.
For Premiere members, simply check the late cancel box and proceed with checkout as usual.

Class Switching Guidelines

No charge for switching classes if requested over 4 hours before start.
Late cancel fee applies for requests within 4 hours, but switching is still allowed.

Class Capacity Splitting

7 participants or fewer: 1 group.
14 participants: 2 groups.
15 or more participants: 3 groups.

Membership Pricing

Basic: $59/month for 4 classes.
Elite: $99/month for 8 classes.
Premiere: $159/month for unlimited classes.

Basic Membership Features

Includes 4 classes per month at $59 ($15/class).
Suitable for travelers or those with other workout routines.

Elite Membership Features

Offers 8 classes per month at $99 ($12/class).
Targeted towards those wanting to maintain their fitness.

Premiere Membership Features

Unlimited classes for $159/month.
Designated with a grey M symbol; best for weight loss or less frequent exercisers.
A 6-month option available with a $10 discount.

General Membership Details

Payment occurs on the sign-up date; can vary for each client.
Memberships are non-transferable, but can be converted to other studios.
Minimum membership commitment is 2 months.

Membership Changes

Upgrades take effect immediately.
Downgrades require a 30-day waiting period before new pricing is activated.

Package Options

30 sessions: $499.
20 sessions: $359.
10 sessions: $199.
Ideal for college students or travelers.

Discounted Membership Opportunities

Family add-ons and corporate add-ons for group memberships.
$10 discount for Premiere members who commit to 6 months.

Family and Corporate Add-Ons

Family add-on discounts apply to household members, with one full fee and others at a reduced rate.
Corporate add-ons are for groups of 10 or more from the same organization.

Founder Rate Benefits

Offered during presales for Premiere or Elite memberships.
Members retain founding rate as long as they do not cancel or downgrade to Basic.

Membership Suspension Details

Suspension due to COVID-19 or medical reasons may require a doctor's note for approval.

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Description

This quiz focuses on the essential information needed to create a profile for a new client at OTF. It includes reminders and best practices for booking a client’s first class, ensuring they have a smooth introduction to the studio. Test your knowledge on client onboarding processes!