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  • Category: Consultative Sales Process & Methodologies, Consumer Buying Habits

A Defined Guest Experience Model

Create a welcoming experience for visitors that highlights the value of becoming a member.
Athletes climber moving up on steep rock, climbing on artificial wall indoors. Extreme sports and bouldering concept

Multi-Location Health & Fitness Provider

The client operates more than a dozen specialty fitness locations across the US. Their unique model attracts a lot of outside guests and trial visitors who want to learn more about the facilities. Their objective was to deliver a consultative experience for guests who were exploring membership options.

 

Challenges

  • Increase membership sales
  • Increase guest conversion rates

Solution: Sales Process Design

  • Customized consultative sales process
  • Internal branding and messaging framework
  • Activation of all learning sessions across the locations

Results

We began tracking the performance impact immediately and compared year-over-year results each month.

 

43%
conversion increase (first-time guests becoming members)
Increase in NPS scores
Most successful gym opening in company history by membership pre-sales

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