Creating memorable impressions to increase revenue and retention
Hannah Karass and Core Solutions, Intl. offer a one-day workshop designed to improve your employee team sales performance and service quality.
Presented by Hannah E. Karass, Founder and Chief Inspirational Officer, Core Solutions, International
Session I.
Membership and services sales strategies-
This workshop curriculum is designed to coach and inspire your team. We begin with a group diagnostic exercise to help your team "think" about sales at your club/spa. Effective tools and tactics are taught to successfully leverage new member sales, referrals, and incremental sales of ancillary services and retail products.
- Delivering effective sales presentations
- Making informational calls productive and turning them into appointments
- "Listening" to increase sales.
- Sharpening your tactical selling techniques
- Shifting your sales style to meet your member or prospects goals
- Selling sand cross selling- personal training, spa treatments, retail products.
A membership representative's ability to establish and maintain a relationship with a prospective member is critical. It can mean the difference between a one-time sale and a life long partnership with referrals and future purchases of your club or spa's services. This is a fun, powerfully interactive workshop that reviews the basic components of successful sales presentations of memberships, ancillary services, and retail products.
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Who should attend?
Session format:
| Everyone in your organization. Every team member is in sales!
First Hour - Opening Exercises. Reviewing in group discussion why your club or spa is special and what differentiates it from competition. This re-charges your teams. Appreciation of your organization as they hear their co- workers thoughts and idea’s.
Second Hour - Sales Strategies. From initial hand shake to thanking the guest for coming in. We review an entire sales presentation in detail.
Third Hour - We split into groups and take each other on facility tours. We re-group with wrap-up and Q & A
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Session II.
Strategies for delivering exceptional service for your members and guests.
This workshop curriculum is designed with an integrative approach. We start with an on-site diagnostic about your organizations current service to get your team thinking about quality service opportunities. A 10-step strategy is taught which will enhance your team's ability to connect with your members and guests thereby positively impacting new sales, referrals, retention, member loyalty and cross selling.
- service training that focuses on how to create an experience for all
- consistency and professionalism
- empowerment- knowledge is power, how to be an expert on your organization
- Exceeding members and guests expectations
- Hospitality from the heart?.memorable, unforgettable, outstanding, superb, remarkable, with care??
The philosophies imbibed in Core Solutions service training have taught thousands of industry professionals to deliver consistent, personal service that is warm, real, genuine and unobtrusive. The session explores anticipating members and guests needs in advance; making members and guests feel understood and valued; and that complaints are great your teams greatest opportunity to shine.
Woven into both sessions and as a closing exercise, we discuss "positive state awareness" and tactics for adapting this conscious state of mind. Being in a positive state can reduce stress, increase communications, and elevate ones outlook everyday. The exercise reviews that our members and guest come to us in various states of mind- sometimes not so positive- and it is our work to help them. We review compassion, gratitude and forgiveness. Success in sales and service is enhanced by being in a posative-state of mind, as well as learning to understand which state of mind a member of guest may be in.
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Who should attend?
Session Format:
| Everyone in your organization as each team member interacts with members, guests and each other.
First Hour - Opening exercises. Group discussion and review of things already in place to deliver exceptional service.
Second hour - Ten strategies for delivering exceptional Service. An interactive session that wraps around the ten strategies.
Third Hour - Why complaints are wonderful! Tactics & tools for handling complaints. Helping your team to understand that complaints are one of the greatest opportunities to shine.
“Tell me and I forget, show me and I remember; involve me and I understand” -Anonymous
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Cost- $2,600.00 for both workshops, plus travel related expenses
Please note- when you invest in Core Solutions training or consultation agreement, a $100.00 donation is made in your company name to the charitable organization of your choice, or two suggestions:
1. Girl-Child network in Zimbabwe- a non profit organization that is successfully protecting, empowering and educating girls in Zimbabwe.
2. Hope for Women, LLC. A socially responsible for-profit organization committed to providing sustainable employment for economically disadvantaged women world-wide. A proud member of the Fair Trade Federation.
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Presenter Biography:
Hannah E. Karass is currently the Founder and Chief Inspirational Officer of Core Solutions, Intl., a consulting firm specializing in development, sales, service, business strategy and facility design for health clubs and spas world-wide. Prior to founding Core Solutions in 2005, Karass was the Vice President and Chief Operating Officer of Healthworks Fitness Center's for Women in Boston, MA. From 1985-2005. At Healthworks, she was responsible for design and development of new clubs, overall operations, coaching and developing the senior management team. Karass was instrumental in leading Healthworks through its longest period of growth and contributed to making the company one of the most identifiable brands in women's-only fitness. Karass also helped create The Healthworks Foundation, a groundbreaking concept in the fitness industry, which provides access for over 5,000 underprivileged women and youth to access to two free health clubs in Dorchester, MA.
Karass served two full terms on the Board of Directors of The American Council on Exercise (A.C.E) from 2000-2007; and was Chairman of the Board from 2006-2007. She earned the prestigious Club Industry Business Women of the Year award in 1998. Hannah holds a bachelor's degree in Exercise Science from University of Massachusetts, Amherst. She is the mother of twin 9 year old boys and resides in Massachusetts.
"In my 24 years in this industry, I have been blessed to work with, network and learn alongside smart, delightful, and insightful people who have all contributed to my growth and learning. To be in a position to experience what I have and share my knowledge and compassion for the fitness, spa and health industry in a coaching and inspirational platform brings great meaning and purpose for me. I truly enjoy the sense of connection and creative power that co-exists with my clients. This newest expansion of workshop series will only add to this. I thoroughly enjoy unleashing the productive potential of club and spa organizational teams world-wide. This workshop series is a natural progression for Core Solutions".
Hannah E. Karass
Founder and Chief Inspirational officer
Core Solutions, International
"Hannah and Core Solutions continue to help bring Exhale's membership program to a soaring level of awareness in service and sales. Her talent has such value in the spa and fitness industries because she understands this business, not only by her years of experience, but most importantly, her connections with clients by diligently infusing herself in the organizational culture. Then, being able to mesh this connection with such a soulful, honest and intelligent training program to help your employee team take your business to the next level. Core Solutions workshops are productive, people focused, extremely energetic and grow your revenues. This combination is invaluable".
Elisabeth Halfpapp
VP Movement and Training
Exhale enterprises, Inc. NY, NY.
"As a 30 plus year veteran of the health club and spa industries, I have visited thousands of facilities and been exposed to most of the top operators and consultants. I can say without hesitation that Hannah Karass has established herself as one of the most successful operators/consultants in the health club/spa world. She is smart. She is thoughtful and she "gets" it. Any organization will benefit by having Hannah lead training seminars and programs for management and staff."
Herb Lipsman
CEO
The Health Club Company
Sugarland, TX.
www.thehealthclubcompany.com
"My religion is simple, my religion is kindness". The Dali Lama, 1989 Nobel Peace Prize Recipient.
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