How To Handle Phone Inquires

by Machelle Lee
(Santa Cruz CA USA)

Machelle Lee and Ryan Andrews The Invisible Gym Mobile Fitness Training

A Few Phone Tips
Keep in mind that if someone calls to inquire about your services they are already interested in personal training or other services that you are offering. Your job is to be able to figure out what this person needs and wants and to let these potential clients know how you can help them reach their health and fitness goals.

Why is this Important?
Most of the inquiries from a mobile business will come from phone inquiries and email inquiries.

When you are talking on the phone make sure that you are not slouching or lounging. If possible stand when you are talking. If you are able to stand, you can move around during the interaction and the simple act of standing will increase your energy. If it is not possible to stand, make sure you are sitting up nice and straight.

*You want to be enthusiastic and upbeat while you are on the phone!

Try to establish a relationship or rapport while speaking to your potential client. It helps to listen and paraphrase what the person is saying during your telephone conversation. Of course you want to make sure you are taking notes and writing all important information down while the person is talking.

As you are speaking to your potential client you want to gather information and when you respond to questions or make comments, focus on the benefits of training.

Sample Phone Conversation

Potential Client
Hi, my name is Sue and I am interested in losing some weight and toning my muscles. I also would like to drop a few dress sizes because I have a reunion coming up this summer!


Trainer
Hi Sue, my name is Machelle and the goals you mentioned sound like very do able goals. Is this an okay time to talk to you for a few minutes about your current health and fitness goals.

Potential Client
Yes, that would be great!

Trainer
What types of activities are you currently doing for exercise?

Potential Client
Well, right now not really much of anything. I have small children and I just haven't made the time to exercise. I used to enjoy running and I used to lift weights about 5 years ago, in fact I still have some weights at home. I just really need to get back into a regular routine.

Trainer
That's great that you used to run and have participated in a strength training routine. The good news is, since you have exercised in the past, it will be easier for you to get back into a consistent routine. We can definitely get some use out of your weights if they are still in good condition.

How old are your children?

Potential Client
My youngest child is 3 and my older child is 5.

Trainer
I'm sure they keep you very busy. Is there an ideal time of the day you would like to schedule your exercise sessions?

Potential Client
Late morning would work best since my youngest child takes a nap around 11:00 each day.

Trainer
No problem, we can definitely workout while your child is napping.

What other types of things do you enjoy doing for physical activities throughout the day?

Potential Client
Right now I don't have very much time or energy so I haven't been doing anything.

Trainer
That's okay, as you get back into a regular routine, you'll start to have more energy and you will be able to fit many different physical activities into each day.

Do you have any injuries I need to know about?

Potential Client
No, just lack of motivation and laziness.

Trainer
That's great news that you don't have any injuries. Don't worry, as soon as we are able to get you back into a regular workout routine, you'll find that you will have more energy and will start to look forward to your exercise sessions. It just takes a bit of time to get adjusted to a regular exercise routine. I can provide plenty of motivation and by keeping your workouts dynamic and fun you'll definitely start to see results within the first few weeks.

When is your reunion?

Potential Client
It is in 4 months and I really want to be looking my best!

Trainer
4 months gives us a good amount of time to help you tone your muscles and drop body fat.

On a scale of 1-10, how committed are you to losing weight, toning your muscles and dropping a few dress sizes?

Potential Client
I am definitely a 10!

Trainer
Sue, I am so glad to hear that you are so committed to reaching your goals. I am really excited for you to achieve your goals.

Sue, what is your email address? I would like to send you an email so that we can get you started on reaching your health and fitness goal as soon as possible. I will send you an email today so that you can fill out a medical clearance, release of liability and health history form online and I can get started doing a bit of exercise programming before our 1st meeting. How does this sound?

Potential Client
It sounds great, I would like to get started as soon as possible.

Trainer
You mentioned that late morning, 11:00 a.m. would be an ideal time for you to meet? I currently have openings on Mondays and Wednesdays at 11:00. Will these days and times work in your schedule?

Potential Client
I am so happy that you can come to my house and we can exercise while my youngest child is taking a nap! Yes, Mondays and Wednesdays at 11:00 will work out great with my current schedule.

Trainer
Have a great rest of the week. Make sure that you eat breakfast on Monday, wear comfortable clothing and please make sure that you have water. I'm looking forward to seeing you on Monday.

By the way Sue, how did you hear about us?

Potential Client
I saw your car parked at Trader Joes the other day and I grabbed on of your business cards on the car.

Machelle Lee and Ryan Andrews own and operate The Invisible Gym.
www.the-invisible-gym.com

Our frustration with the lack of resources for the mobile trainer led Ryan and I to start presenting at Health and Fitness conferences and we also created a resource manual called, The Mobile Fitness Guide To Business Success!
http://www.the-invisible-gym.com/mobile-fitness-professionals.html

It is our hope that mobile training become an integral part of the health and fitness industry and we are trying to create a mobile training community!

If you have any questions about mobile training you can contact us at: getfit@theinvisiblegym.com

Keep a pair of sunglasses handy, the future of mobile fitness training looks bright!