How To Do Phone Sales

When people are ready to do business with us, we want to help them get started as quickly as we can! Sometimes a previous day demo will decide it's time to get going, or someone will call wanting a membership or gift card. No matter the scenario, we want to be able to do good business with them by phone so it's convenient for them and we can get them scheduled right away.

WE MUST OBTAIN BUYER SIGNATURES FOR ALL CREDIT CARD TRANSACTIONS. This ensures that customers have had a chance to review and agree to our policies and procedures, and protects the business if there is any question or dispute related to the charge.

Short Version:

• Set up their Prospect or Customer Account

• Write up New Agreement

  • save card info, sign for Witness, skip signatures for buyer, complete the transaction.

  • Copy/Paste/Email through Work It saved templates (see below)

  • Make lots of Notes, set follow up tasks to make sure we receive back their email reply to acknowledge the Agreement.

  • Prepare their printed paper Agreement in studio for them to ink sign on their first time in studio (save pics to their Club Ready file).

  • Welcome our new member!

Full Details:

Steps to complete a phone sale:

1. Ensure the buyer has a Prospect or Customer account in our system. If not, create one for them. Even if they plan to share credits to family, the person doing the purchase will have the credits on their own account and share them out (unless it's strictly a gift card purchase).

2. Write Up A New Agreement. Whatever they have decided to purchase, go through the process within their account:

   1. Go to their main Profile screen (where the graphic box is shown that shows completed, lost sessions, etc.).

   2. At the top make sure the first tab is selected that says Billing

   3. Click Write Up A New Agreement

   4. Fill in or update personal info as needed, then click the black button at the bottom that says Continue To Packages

   5. Click the Blue box called Holiday 2025/2026 or the blue box called Memberships & Add-Ons (unless it's a Basic Membership)

   6. Find the item they want to purchase and click the black button that says Select This Package

   7. Verify Agreement Info - it will automatically default to the profile account name, current date for start date, and the employee logged in to Club Ready as responsible staff.

   8. Click the black button at the bottom that says SAVE AND GO TO STEP 2

   9. SKIP TO THE BOTTOM SECTION where it says Down Payment Today, click the sqaure that says Card, then click the square that says Enter and input their credit card info. Make sure the address info that populates automatically is the correct address for billing. The small blue radio button will default to Store On File and keep it that way unless it's a gift card purchase - click here to learn more on those). Then click the black button that says Add.

   10. Once the credit card info has saved, you'll be back at Step 2 of Write Up The New Agreement. Go to the middle box where it says Agreement and click the gray box that says Unsigned Agreement Click to Review & Sign.

       1. verify Agreement Info at the top

       2. go through a general overview of agreement terms and a summary of what they are buying

       3. For the customer signatures due click Skip Signature. DO NOT sign the customers name for them. This would be forgery.

       4. Do legibly sign your own name as witness and click to complete. The Agreement box will now display a green button that says Agreement PDF Click to View/Print.

       5. Click the black button for Finalize the Agreement

   11. Let the buyer know that we'll email the Agreement for their signature and run the charge through. We must have their Agreement signatures to complete the sale and schedule any bookings in Club Ready. Make a note of their requested time slot if they are wanting to schedule and tell them their booking is not finalized until we receive back the Agreement with their signatures, but we can hold the time slot for them for 24 hours so they can get the email back to us (as a time block in Club Ready). Alternatively, if the buyer is in studio they can fill out and sign a pre-printed Agreement found in the front desk if available.

   12. TO SEND THE AGREEMENT FOR THEIR DIGITAL SIGNATURES:

       1. In the Step 2 Agreement section, click open the green button that says Agreement PDF Click to View/Print so that the pdf of the document is open. Highlight to copy the Agreement contents including all signatures

       2. Click Work It (green button) inside their Customer Profile page, then switch to the tab that says Send An Email.

       3. Click the email option to Choose Previously Saved Email, then select "Action Needed: Finalize Your Stretch Zone Agreement"

       4. In the main email body box it will automatically populate the text "We are so glad to help you with your wellness goals! To complete your purchase, please reply to this email with the words "I agree" and your full name. Thanks! Your Stretch Zone Utah team"

       5. Leave a space, then paste in the text you had copied from the new Agreement.

       6. Click to select the graphic at the bottom that says "E-Signature Skipped" and delete it.

       7. Scroll to the bottom of the email and delete the signature information for Buyer Acceptance and Witness Signature so that the last line of the email ends with "...and agreeing to all terms and conditions contained herein."

       8. Send the email

   13. Note the interaction in their Customer Notes in case there is any question later down the line. Set a task to follow up and make sure we receive the email back with their signatures and switch a time block to a real booking if they had wanted to schedule.

   14. When we receive the email back from them in the Outlook inbox, copy and paste their response into their Customer Notes and file the email in the folder marked Client Emails. DO NOT DELETE THEIR ACKNOWLEDGEMENT EMAIL. For more on this refer to the article on Email Inbox Sorting.

   15. Prepare a blank paper copy of their Agreement for ink signatures (found in the front desk drawers) with their information, put a bright post-it note on it saying "Get signatures" and what date they will be in, then leave it out on the desk for them to sign on their first visit in studio. Once signed, take pictures of each page of the contract and send them all in an email to stretchthislife@gmail.com to be added to their Club Ready file. Keep the signed paper copy in a file folder in the desk.

   16. Treat them like a VIP New Member! Make sure they get their app, get scheduled, have practitioner recommendations, and everything they need to feel welcome and like an insider with us!