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You are working for Bounce Fitness as a personal trainer


You are working for Bounce Fitness as a personal trainer. A client has entered the Centre, and wishes to speak to someone about buying a membership. Describe the process you would undertake in order to gain the information that the customer will require in order to make a decision regarding the membership. You should note that you do not have to mention specific aspects of the membership, rather just provide a general indication of how you would get to know the customer's needs.

Ensure that in your answer you cover the following:

a) What interpersonal skills you would use, and how they would assist you in gaining information?

b) How you would assess the client's needs, and prioritise them in order to provide relevant information?

c) What types of information you would provide to the customer given the information you will have gained from them?

d) What limitations do you note in your own performance when identifying client's needs? What do you recommend you should do to improve this?

e) A customer has entered your office, and wishes to gain some information about the training that you offer, however you are on a call from Head Office asking for some reports they urgently require. How would you deal with this situation?

f) What is rapport? How have you tried to gain rapport with your customers in the past?

g) A customer has come into the office, and has a complaint that they have not received their membership card, and it has now been three weeks since they joined. They are very angry and are shouting quite loudly at you. How would you deal with this customer?

h) Briefly describe the most important points for you to remember about each of the following:

Anti-discrimination legislation

Ethical principles

Codes of Practice

Privacy laws

Financial legislation

Occupational Health and Safety (OHS)

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