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How are your sales progressing?
The New Year seems to have got off to a reasonably good start, in fact, I think it's safe to say that things are going much better than expected by many. We at Harlands have seen encouraging sales from all sectors, with the budget clubs selling particularly well. However, we've heard reports that secondary spend is down & we'd like to gauge how you are all struggling or thriving in these hard times. If you could take five minutes and complete the quick survey by clicking the button below, we'll share the results in our next newsletter - anonymous results of course!
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Are your membership contracts valid?
Thanks to the internet, many people consider themselves to be amateur lawyers nowadays. If they can spot a technicality to get out of a contract, then they will. Internet Consumer forums for example, can spread word very quickly of invalid membership contracts. If you use either Harlands Credit Agreements or Membership Agreements, you have the comfort of knowing that the contracts are legally enforceable when completed correctly.
Before sending your completed forms to us, please review each and every one to ensure the required details are completed. We receive many forms each week that we have to reject (we hate doing this!), a double check whilst the member is still there will remove the need for us reject.
Believe it or not, we receive forms without signatures, monthly amounts, minimum period details, names, addresses, bank details and were we to process them, they would be unenforceable. One minute of extra care can save a payment delay, or even worse, a membership being lost.
If you are unclear on any aspect of form completing, speak to Paul on 01444 449156 option3 , or e-mail p.jouanny@harlandsgroup.com.
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Six Sales Tips
I. The Greeting - You absolutely need to greet every new prospect with a smile on your face and a positive attitude.
II. The Qualification - After you've introduced yourself and brought the prospective customer back to your office, it's your job to make them feel comfortable and at ease. People are programmed naturally to be resistant to situations that require them to make a decision quickly. Try to avoid the museum tour.
III. The Tour - Once you have acquired all the information during the Qualification, take the prospective customer on a tour of your facility. Be sure to highlight the areas of your club that they have expressed an interest in during your talk. If they have specific health concerns, introduce them to a Personal Trainer who is experienced in dealing with the issue. If they want to meet people, show them the lounge or Juice Bar that your club may have. The important thing is to tailor each tour to the exact needs of your customer. Reciting the same tired speech for every tour will not get the job done.
IV. The Price Presentation - Once you've finished the tour, bring the prospective customer back to your office and show them the different packages they have to choose from. Start with the most expensive package and work your way downward. Don't forget to include any extras like personal training, individual lockers or any other service your club provides.
V. The Close - A.A.T.C = Always Assume The Close. If you have presented your club in the right manner and it meets the prospective customer's needs and budget, there is no reason they should not buy a membership on the spot. If they have an objection, you overcome it by highlighting the specific way in which your club addresses that particular concern.
VI. Referrals - Once you have made the sale, be sure to ask your new member for referrals. This is the single best way to build your business. If they like you and like the way that you represented your company, they should have no problem helping you entice their friends, families and co-workers improve their lives as well.
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Meet the Harlands Team - Part One
We thought it would be nice for you to put a face to a name. We are starting this month with some of our customer service team (and yes... Ben really is that tall!)
From left to right:
Ben - Customer Service Agent, Rachael - Customer Service Agent, Pat - Customer Service Manager, Rebecca - Customer Service Agent.
Next Month - More of our customer service team!
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Sincerely,
Kevin Scott
Harlands Group
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Finally ...are you tax collectors?
Overheard between two friends on a bus:
Overweight guy
"I've gone and joined a gym again for the year"
Friend
"Why - you never go more than twice each time you join?"
Overweight guy
"Well I know my track record isn't great, but I'll give it a real go this time"
Friend
"Yeah, you've said that every year now for the last six years"
Overweight guy
"Yeah but this time it's different, I can feel it, I really want to do it, I want to lose 3 stone at least"
Friend
"There you go again"
Overweight guy
"OK, you're right, I'm terrible, I have no willpower"
Friend
"Told you so"
Overweight guy
"Oh well, I guess I'll just pay my fat tax for another year"
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