Sales Process

Sales Process

Lead Entry

Leads are added to the system via the following mechanisms:
  • Web Forms
  • Manual Entry into ARC (Members->Add Member)
  • Manual Entry via invite to a class from Connect (Instructor invite)
  • Sign-up for a class via the website 
  • Walk in web-form completed at a kiosk or iPad

Lead Flow - Leads

The following are the lead statuses which are automatically set by the system, these lead status names can be customized to match the descriptions:


Lead Status
Description
Request
These are leads that are added via the Contact Us form and need to reviewed before they can be considered a true lead. If the form has Contact in the name it will be considered a request.
New
Leads that have been in the system for 1-3 days.  The time is calculated from the created date. These leads have not progressed to the goal of visiting the facility. There could be sales activities that have happened such as emails, texts and calls but it has not moved the lead to the next step, they have not engaged. 
Not Contacted
Leads that have been in the system for 4-8 days and have not responded to the sales activities.
Contacted
This status is set manually and will not advance until there has been no activity or conversion for 2 months. If the lead is successfully contacted by the sales team by phone, email, SMS response this status gets set. 
Long Term Follow-Up (LTF)
Follow Up over 22 days. These leads initially interacted when they were contacted but are now cold leads. The activities that surround someone who is a LTF could be they are added to Newsletter
Closed
Leads that have not interacted in over 3 months are placed in a closed status

Deal Flow - Prospects

 When user sign-up for a free class they will go through the following process in the system:

  1. The FREE class form is filled out - they become a "New" Lead in the system OR they are entered by an instructor or admin into a FREE Class
  2. The user registers in the system - they are converted from a lead to a prospect and
    1. A deal is created using the following format as a title 'First Name Last Name'
    2. The deal stage is set to "Qualification".  Prospects in the qualification stage have not yet verified their email.  The system will remind the user to verify their email for 3 consecutive days.  The reminder will be sent via email and if there is no response a text will be sent incase they entered their email incorrectly. After that a follow-up from the gym manager might be needed.
  3. When user verifies their email the deal stage is advanced to Verified.  Users in this stage could have done the following:
    1. Signed Waiver - The system will automatically remind the user they need to sign the waiver for 3 consecutive days.
    2. Entered Credit Card but not paid.  They system will ask the user if they need assistance.
  4. When a user signs up for a free class the deal stage is advanced to "Appointment Set".  This means the user has signed a waiver and has used the free voucher and is scheduled for a class
  5. If the user has been "checked-in" to the class after one day the system will automatically send them an email asking for feedback and providing them pricing information.  The deal stage will be set to "Price Given"
  6. If the user is not check-in the Deal Status will be set to "No Show" and the FREE class voucher will be reset for the user to reuse.  This will happen a max of "X" times.  This is configurable in the system
  7. If the user purchases a plan in the system they will be converted to a member and the deal will be marked as "Closed Won"

 

If the user stays in any stage for more than 2 weeks with no activity they will be put into a Pending-Close status.  The deal will be moved to closed after 3 weeks of inactivity.

To summarize, below are the various deal statuses, these deal status names can be customized to match your organization's intention:

Deal Status
Description
Qualification
Prospects in the qualification stage have not yet verified their email.  The system will remind the user to verify their email for 3 consecutive days.  The reminder will be sent via email and if there is no response a text will be sent incase they entered their email incorrectly. After that a follow-up from the gym manager might be needed.
Verified
Prospects in this stage could have done the following:
1. Signed Waiver - The system will automatically remind the prospect they need to sign the waiver for 3 consecutive day
2.  Entered a Credit Card but not paid.
Appointment Set
This means the prospect has signed a waiver and has used the free voucher and is scheduled for a class.
Price Given
If the prospect has been "checked-in" to the class after one day the system will automatically send them an email asking for feedback and providing them pricing information. 
No Show
If the prospect is not check-in the Deal Status will be set to "No Show" and the FREE class voucher will be reset for the user to reuse.  This will happen a max of "X" times.  The "X" is configurable in the system
Closed Won
If the prospect purchases a plan in the system they will be converted to a member and the deal will be marked as "Closed Won"


Members/Prospects (Segments) 

Members - Active will have the following

Type - Derived field based on their purchases which shows the following:

  • Recurring - Any recurring memberships
  • Drop-In - Any non-recurring memberships
  • Training - Any memberships associated with a training service
  • Comp - Unpaid memberships
  • Corporate - Have a membership paid for by their employer or 3rd party
  • N/A - Have not purchased

Users become active members by

  • Purchasing something

Users become inactive

  • When their non-renewing subscription expires
  • They are cancelled

 




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