sales

Photo Documentation Requirement

• Must have a photo of the main case.
• If a photo is not available, the responsible person must take a photo.

Tag Management Procedures

Taking Photos

• Emphasis on the importance of taking photos of tags, as it relates to member identification and system updates.
• Note: If unable to take a proper photo, follow further instructions regarding tag reassignment and reporting issues.

Tag Functionality Issues

• If a member's tag does not work, it could be due to several reasons:
    - Photo requirement not met (cannot take a photo).
    - Tag might be faulty or not registered in the system.
• Example Situation:
    - If a member's tag is in good physical condition but is malfunctioning, the tag may need to be reassigned.

Tag Reassignment Process

• If a tag number disappears from a member's profile:
    - The system allows for reassigning the tag.
    - Reassignment process involves resetting or re-adding the tag number to the member's profile.
• Common reasons for tag reassignment:
    - Faulty tag or system error.

Identifying a Faulty Tag

• Signs of a faulty tag:
    - If the tag number cannot be read – blurry text or unreadable markings.
    - If the system displays a red error message stating "unable to update this tag."
    - In these cases, the protocol is to drop the faulty tag and issue a new one to the member.

Reactivation Procedures

Linked Products Requirement

• Reactivation of a membership must always be linked to a product:
    - When a member rejoins Planet Fitness, a link must be created for either a tag fee or a reactivation fee.
• Sales staff must ensure that the correct fees are selected during contract processing:
    - Must clearly communicate the reactivation fee details when capturing contracts.

Handling Fee Errors

• If there is a mistake and a tag fee is linked by the sales staff:
    - Instruct sales to remove the erroneous tag fee from the member’s profile.
• Ensure proper communication with the member regarding potential charges associated with new tag reissue.

Sales Process

Promotions Awareness

• Sales personnel must be aware of any promotional offers affecting membership fees:
    - Example: If a promotion indicates a joining fee of $0.00, sales should select the correct promotional option in the system.
    - Ensure the system reflects accurate billing practices (e.g., no joining fee and automatic credit to the member).

Conclusion and Next Steps

• Following the meeting, staff are prompted to head back to their work areas.
• Quick reminder of using the system properly and managing member interactions effectively while ensuring compliance with company policies and procedures.
• Reiterate the importance of clear communication among team members, particularly during the membership reactivation process and capturing essential member data.