The Enquiry Opportunity
Every enquiry is a potential member. The difference between 20% and 50% conversion is process.
Types of Enquiries
Walk-ins:
- Highest intent
- Immediate attention needed
- Best conversion opportunity
Phone Calls:
- Moderate intent
- Get them to visit
- Quick qualification
Online (Website/Social):
- Lower intent
- Needs nurturing
- Fast response critical
The First 5 Seconds
Walk-in enters. You have 5 seconds.
Right Way:
- Stand up immediately
- Smile and eye contact
- "Welcome! I'm [Name], how can I help you today?"
- Warm and welcoming
Wrong Way:
- Stay seated
- Continue what you're doing
- "Yes?"
- Cold and distracted
The Enquiry Process
Step 1: Welcome (2 minutes)
- Warm greeting
- Get their name
- Offer water/seat
- Make comfortable
Step 2: Needs Discovery (5 minutes) Questions to ask:
- "What brings you to look for a gym today?"
- "What are your fitness goals?"
- "Have you worked out before?"
- "What's stopping you from reaching your goals?"
- "What's important to you in a gym?"
Step 3: Tour (10 minutes) Tour based on their needs:
- Weight loss → Cardio + PT area
- Muscle building → Weights + strength
- Women → Women's section + classes
- Busy professional → Peak hours info
Step 4: Solution Presentation (5 minutes) Match membership to their needs:
- "Based on what you shared, I'd recommend..."
- Show how gym solves their problems
- Present 2-3 options
Step 5: Handle Objections (5 minutes) Common objections:
- Price
- Distance
- Time
- Need to think
Step 6: Close (2 minutes)
- Summarize benefits
- Create urgency
- Ask for the sale
Objection Handling
"It's expensive" "I understand budget is important. Let me show you the value - this includes [list features]. Compared to [alternatives], it's actually very reasonable. What budget did you have in mind?"
"I need to think about it" "Of course! What specifically would you like to think about? Maybe I can help answer any concerns now?"
"I'll come back later" "Sure! Just so you know, our current offer ends [date]. Can I get your number to save this rate for you?"
"It's far from my home" "Where do you live? Actually, most of our members come from [nearby areas]. They find [convenience factor] makes it worth it."
Follow-Up Process
Same Day:
- WhatsApp: "Great meeting you today! Here's the gym brochure and my contact."
Day 2:
- Call: "Hi [Name], just checking if you had any questions about what we discussed?"
Day 5:
- WhatsApp: "Hey [Name]! Just a reminder - the special offer we discussed expires soon. Any decisions?"
Day 10:
- Final: "Hi [Name], is fitness still on your mind? Happy to answer any questions."
Phone Enquiry Handling
Goal: Get them to visit
Script: "Hi! Thanks for calling [Gym Name]. I'm [Name]. How can I help you today?"
[Listen to their query]
"That's great that you're looking to [goal]. We'd love to have you visit for a free tour and trial. When are you usually free - mornings or evenings?"
Online Lead Response
Speed Matters:
- Respond within 5 minutes
- Use WhatsApp (not just email)
- Call if possible
Message Template: "Hi [Name]! Thanks for your interest in [Gym Name]. I'm [Your Name] and I'll help you get started. What's bringing you to look for a gym right now?"
Tracking & Improving
Track:
- Enquiries by source
- Conversion rate by staff
- Common objections
- Follow-up completion
Weekly Review:
- Why did we lose leads?
- What objections are common?
- Who's converting best?
- What can we improve?
Staff Training
Role Play:
- Common scenarios
- Objection handling
- Tour practice
- Closing techniques
Mystery Shopping:
- Test your own team
- Identify gaps
- Provide feedback
Conclusion
Pre-sales is a skill that can be learned. Train your team, create processes, and watch conversion rates climb.
WTF Powered includes lead management, follow-up automation, and sales tracking.