Demo Transition to Practitioner
Creating an excellent demo experience with Practitioners!
Below you'll find the detailed steps for the most successful transition during our sales demo from Sales Associate to Practitioner and back!
*** Pretty please... you'll notice this step is called a "transition" and not a "pass off" or "hand-off" for the way we do things here. We are all about giving our prospective new member a five star experience (!) and that involves great care, leading them from one phase of the demo to the next with our metaphoric arm around them. So please use language like "This is your certified stretch practitioner who will be working with you today. She will assist you from here and give you the most fantastic stretch experience you've ever had!"
THE SALES ASSOCIATE DETERMINES THE FLOW. The entire purpose of a demo (including the Intake and offering a free stretch session) is to help the prospect arrive at the place where they can feel right about making a commitment to continue coming in regularly for their assisted stretches. The Recap is the point of the entire hour, so that together we can decide with the prospect if stretching is helpful and should continue, and if so how often.
Since the Recap is the most important part of a demo, we ALWAYS want to leave at least 15 full minutes for it. For example, if the client is late, consider shaving 5 minutes off the Intake and 5 minutes off the stretch, but always leave the full 15 for the Recap portion. If a client is more than 15 minutes late, it's best to reschedule the appointment so that they get a full, unrushed experience with a full half hour stretch. Mini demos do not generally result in sales, so it's best to try again on a future date.
The Recap begins at...
THE GOLDEN MINUTE: Both Sales Associates AND Practitioners need to understand that the most important moment of the demo is the Golden Minute that starts when the client is sat up from their stretch on the table by their Practitioner. At that time they will likely be feeling the endorphins from the stretch and the "wow!". Many people are not used to tuning in to their feelings, so it's vital that we help them notice the changes and interpret them in a positive way.
We want to guide their entire experience in the studio, including instructing them on what to notice. We do NOT want to ask "how do you feel?" at this point. We DO want to ask "doesn't that feel amazing?!" or "isn't that so different from stretching yourself?!". We want to help them see the difference they can experience with assisted stretching with us.
Occasionally, people genuinely don't know what to think about these new sensations they are experiencing and we want to help them label them as good and helpful. For example, if they feel "tingly", we help them interpret that by saying something like "doesn't that circulation make such a difference?! You are feeling the results instantly!" or "what you are feeling is very common- you are getting oxygen to tissues that have been deprived, they are waking up! This is your body thanking you and saying 'please stretch like this again!'
Other good terms to use are "we are getting stuck things moving", or "we are speaking the language your body speaks and telling it use still want to use these shoulders / these hips...." or "we are stretching back the years!". "What you are feeling is endorphins, the positive feel-good chemicals in your bloodstream that your brain makes to tell you something is good and to continue :)". "This is your body saying yes to stretching!"
Then we go right back into the Stretch Zone script; "In a moment, when I ask you to, I want you to stand up and take a walk to the front of the studio, and as you're walking I want you to notice how things are moving and flowing loosely for you. You came in here today with a goal to have less pain and more mobility in your ___(body area)__________ so that you can ___(goal)______ more freely and easily, so as you walk I want you to pay special attention to how that __(same body area)_ is feeling and how it has improved in just one short stretch session. I'll meet you back at the desk in when you're done and we can go over your range of motion assessment."
When you are together again... "Doesn't that feel amazing?! What are you noticing that is good and different than when you first came in today?" Let them tell you! Keep probing and asking more detailed questions about how pain and stiffness is relieved, and what activities they will be able to enjoy more fully with this expanded range of motion. Help them create a PICTURE in their mind of success that they can gravitate toward. Pictures in their mind of what they want - specific activities they can envision (like picking up their keys off the ground, touching toes, scratching their back...) and that them making a membership commitment let's help them greatly increase the odds that they will get it!
Guide them on what they should notice and conclusions they should arrive at (like that stretching just helped them!). This will reduce the number of people that might say they need to think about signing up for a bit to see how they feel, because they've already done it... and they feel great!
From here the Sales Associate continues with the Recap.
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The above process needs to be clean and concise, almost choreographed like a dance. BOTH Sales Associate and Practitioner MUST closely watch the clock to stay exactly on schedule.
Click here for WHEN THERE ARE MULTIPLE DEMOS BOOKED BACK TO BACK.