CTM

Being an effective leader requires the ability to do many things well, but it's unrealistic to expect someone to fully master all the competencies and embody all of the characteristics at all times. T/F?

True

Do not create or share personal social media content while at work and when you're in PF gear, and avoid sharing content about Planet Fitness and our members unless explicitly given permission by PFHQ. T/F?

True

If a member has an outstanding club account balance, they will see a pop-up alert each time they open their PF Mobile app which prompts them to review and pay the balance. T/F?

True

It is typically the manager's responsibility to ensure that the appropriate signage is up in the club at all times, as well as advertisements taken down when promotions are completed. T/F?

True

Managers are typically expected to complete at least 50% of tours each week. T/F?

True

Members are allowed to wear sports bras as their workout attire. T/F?

True

Members can download their check-in history through the PF Mobile App. T/F?

True

Planet Fitness reserves the right to deny membership to any person who refuses to have a picture taken for the member file. Select one: T/F?

True

The annual fee and expiration date are included in an info call. T/F?

True

When an account is frozen, the commitment end date, if applicable, will be extended by the length of the membership freeze once the membership is resumed. T/F?

True

You should mention the $58 buyout fee to a prospective member during the rate presentation. T/F?

True

You should waive all buyout fees when an active military member cancels their membership due to active military deployment. T/F?

True

PE@PF Stats should be run on a weekly basis. T/F?

Ture

The three steps to inviting and bringing a Black Card Guest with the mobile app are listed below. Drag each step into the corresponding box that indicates whether it is the first, second or third step in the process. a. BC member invites the guest to request b. Guest and BC member check in together c. Guest download the app

Unsure of this order

We all have the opportunity and responsibility to uphold the JFZ through social media, as cyberbullying can be damaging to (Select all that apply): Mental Health, Physical Health, Brand Health

Mental Health, Physical Health, Brand Health

A member may transfer from one home club to another after ___ months of membership.

3

___ days is the maximum amount of time that an account can be frozen due to a temporary medical condition.

90

Please fill in the blank:In a medical emergency situation, the three simple steps to remember are: 1. Check 2. Call 3. Care

Call

Below are the three secrets to creating Raving Fans. Organize them in order from left to right. a. Decide what you want b. Deliver +1% c. Discover what the customer wants

Decide what you want, discover what the customer wants, deliver +1%

A member will not be billed for their annual fee if their account is on a freeze status. T/F?

False

All passwords should be written down and kept in a drawer at the front desk, just in case anyone forgets. T/F?

False

Any crisis or issue that occurs after the manager leaves for the day does not need to be documented for their review when they return the next morning. T/F?

False

Handmade signs are allowed in the club. T/F?

False

New employees should take all available courses in Planet Fitness University so the manager doesn't have to spend valuable time training them. T/F?

False

______ is teaching an individual a desired behavior or skill, like how to answer the phone. This typically involves providing the individual with the solution. Whereas, encouraging someone to keep working towards something by asking open ended questions that allow the person to come to the solution on their own is referred to as ____

Training / Coaching

A Black Card Guest should download the PF Mobile App to activate their own virtual key tag. T/F?

True

A financial cosigner has the right to cancel the membership and their financial liability, without the written consent of the member. T/F?

True

At the Front Lobby station in the club tour, you mention the Trainer's name while explaining PE@PF. T/F?

True

BC Amenities (Hydro, Massage Chair, Tanning, etc.) should be logged electronically through either the POS system or an amenity management system to give an accurate representation of amenity usage. T/F?

True

There is a customizable Microsoft Word version of the Info Call script available on Franchise Management. T/F?

True

Water bottles and jugs of all sizes (including a gallon) are allowed in-club if they have a screw-on cap, as they are not a spill hazard. T/F?

True

According to Raving Fans, we have to create a vision of perfection, centered on the: Select one: a. Customer b. Future c. Vision that you want d. Idea

a. Customer

When responding to member challenges, what does the L.E.A.S.T. method stand for? Select one: a. Listen. Empathize. Apologize. Solve. Thank. b. Learn Every Action to Stay Thankful. c. Listen. Educate. Advocate. See. Try. d. Learn. Educate. Advocate. Simplify. Try.

a. Listen. Empathize. Apologize. Solve. Thank.

In order for a manager to request a refund for a member, they must fill out a _________________ and submit it to the ________. Select one: a. Refund Proposal Form; Regional Manager or Owner b. Staff Communication Log; Regional Manager or Owner c. Refund Proposal Form; Manager of the member's bank d. Complaint Procedure; Manager of the member's bank

a. Refund Proposal Form; Regional Manager or Owner

Always _______ if ever in doubt about the safety of any task. Select one: a. Stop and ask questions b. Go with your gut instinct c. Proceed with caution

a. Stop and ask questions

"Raving Fans Service" focuses on providing legendary customer service to our internal customers, so they can then provide legendary service to our external customers. Which of the following are examples of internal customers? (Select all that apply) a. Coworkers b. Vendors c. Employees d. Supervisors

a. Coworkers c. Employees d. Supervisors

What 2 factors make up the monthly EFT? Select one: a. Member count and average rate (BCG) b. Member count & retail transactions c. Team member count & average rate d. Team member count & PE@PF usage

a. Member count and average rate (BCG)

In order to remain up-to-date with current Methods of Operations, it is important to review content from Franchise Relationship Management at least once per: Select one: a. Week b. Month c. Hour d. Quarter

a. Week

___________ can keep oxygenated blood flowing to the brain and other vital organs until more definitive medical treatment can restore a normal heart rhythm. Select one: a. Standing up b. CPR c. Cold compress

b. CPR

For RFC members, resubmits are done the ______________ after the draft return. Select one: a. Monday b. Friday c. Tuesday d. Thursday

b. Friday

A person calls and says that her 16-year-old son is a member, and she is paying for his membership. She asks if he has been attending the gym this week. How do you respond to this caller? Select one: a. "I am sorry, but I cannot release any of that information over the phone." b. "Absolutely! Can you please confirm your date of birth?" c. "I do apologize for any frustration. Unfortunately, for security/confidentiality purposes, we cannot release any personal information over the phone. If there is a specific time that you think you might be able to come by the club to quickly verify your membership I can have all the information you need ready so you don't miss a beat!"

c. "I do apologize for any frustration. Unfortunately, for security/confidentiality purposes, we cannot release any personal information over the phone. If there is a specific time that you think you might be able to come by the club to quickly verify your membership I can have all the information you need ready so you don't miss a beat!"

By training team members to say "__________", we can improve an angry member's experience over the phone. Select one: a. "Call back" b. "Call corporate" c. "Let's see what I can do" d. "That's not my job"

c. "Let's see what I can do"

Any and all marketing must be pre-approved by your: Select one: a. Ownership Group b. Franchise Business Coach c. Area Marketing Manager

c. Area Marketing Manager

EFT is all of the below EXCEPT: Select one: a. Total income of monthly memberships plus or minus final growth of that day b. Electronic Funds Transfer c. Electronic Financial Traffic

c. Electronic Financial Traffic

According to "Raving Fans," systems guarantee: Select one: a. Comfort b. Understanding c. Control d. Consistency

d. Consistency

When it comes to the customer's expectations, __________ first, __________ second! Select one: a. Consistency/Systems b. Systems/Consistency c. Exceed/Meet d. Meet/Exceed

d. Meet/Exceed

Question text You have a new member who is not following the dress code policy in your club. A team member has approached the member and now the member is upset and has asked to speak with the manager. You approach the member and he is clearly upset, and says "no one told me about a dress code when I signed up." Which of the following best describes the action you should take when speaking with this upset member: Select one: a. Let the member know that the dress code is published on a sign and clearly explain to the member the expectations to ensure he follows the rules of our judgement free zone. To ensure all members are Raving Fans, be sure that all rules are clearly visible on signage in your club. b. Tell the member that it was an oversight and that he should have been told about the dress code. Ask the member who did his rate presentation so you can follow up with the staff member who did not correctly do the tour. Raving Fans can only be built with consistency and that staff member needs discipline. c. Remain calm and ask the member to leave the club until he is able to speak with you in a reasonable voice. As a manager you must be aware of the other members who could be negatively affected by an upset member. d. Start with an apology. Taking responsibility without question as the first response is the best action to take with any upset member. Approaching an upset individual and saying "I am sorry" is often all it will take to move the member from someone with a negative experience to someone who is a Raving Fan. If possible, solve the problem by offering a free t-shirt so they can complete their workout.

d. Start with an apology. Taking responsibility without question as the first response is the best action to take with any upset member. Approaching an upset individual and saying "I am sorry" is often all it will take to move the member from someone with a negative experience to someone who is a Raving Fan. If possible, solve the problem by offering a free t-shirt so they can complete their workout.

What is the charge to downgrade a membership from a Black Card to a $10 membership? Select one: a. The 58 buyout fee (if they have not exceeded 1 year). b. $39 c. The 58 buyout fee (if they have not exceeded 1 year) + the current enrollment for the $10 membership. d. The current enrollment fee for the $10 membership.

d. The current enrollment fee for the $10 membership.

Keeping in mind that we always strive for Raving Fans, when is the ideal time to approach a member to discuss a dress code violation? Select one: a. The only time you should approach the member about a violation is if another member complains. b. As they are leaving the club, so as not to make them uncomfortable or cause a scene. c. Every member should be fully inspected on arrival to the club to be sure dress code is followed and if they are not in dress code they cannot stay. d.As soon as you see the violation, try to approach the member in a quiet setting and kindly inform them of the policy.

d.As soon as you see the violation, try to approach the member in a quiet setting and kindly inform them of the policy.

Bad Debt Cancellations (RFC) will occur automatically within the POS system. T/F?

True

Based on the state you live in, cancellations can be processed either in person at the club, by mail (preferably certified) or online at www.planetfitness.com.

True

If a member cancels on the 13th of the month, they will NOT be billed on the 17th. T/F?

False

If the WiFi is down in club, the member can no longer use their digital key tag, and must sign in via a paper Member Sign-In Log. T/F?

False

Signs that are made in Microsoft Word by your Regional Manager and then printed are allowed in the club. T/F?

False

When a Black Card Member brings a guest to work out, they need to invite them via the app every time they come to the gym. T/F?

False

Think about the team member dress code policy. Using this policy as your guide, select whether each article of clothing is appropriate or inappropriate to wear while working in the club. a. Sandals b. Friend's Name Tag Because You Forgot Yours c. Tucked in PF Polo d. Black Pants e. Khaki Pants f. Jeans g. Work Boots h. Your Name Tag

Inappropriate a. Sandals b. Friend's Name Tag Because You Forgot Yours f. Jeans g. Work Boots

Which behaviors are intimidating and which behaviors are not intimidating? Hi's & Bye's An air high five Reminding a member about a policy JudgingThumbs up Showcasing Asking to speak to the Manager Yelling Grunting Dropping Weights

Intimidating 1. Judging 2. Showcasing 3. Yelling 4. Grunting 5. Dropping Wights

A member can check the PF Mobile App Crowd Meter to see how busy their gym is. T/F?

True

Review the situations below. Decide whether each situation be best addressed by coaching or training. a. A team member who was once your shining star has begun under-performing and appears to be unmotivated. b. A new operational procedure is launched and the team needs to be taught a new skill. c. A new team member is hired and needs to be taught the Club Tour. d. Two team members have a verbal argument and are no longer speaking.

Training: b. A new operational procedure is launched and the team needs to be taught a new skill. c. A new team member is hired and needs to be taught the Club Tour.

What is LeadDev? Select one: a. A competency based leadership development program that focuses on building the foundation of leadership skills available on PFU. b. A leadership program video series on YouTube. c. A program that selects the next Club Manager. d. A PF Leadership Workshop that is hosted once a year at PFHQ.

a. A competency based leadership development program that focuses on building the foundation of leadership skills available on PFU.

To create GREAT team members that perform their jobs at a high level, it is recommended to give staff a sense of... Select one: a. Accountability b. Creativeness c. Fear d. Power

a. Accountability

Who can add users in Planet Fitness University? Select one: a. Any PFU user who has the "Manager" role assigned to them b. Any PFU user

a. Any PFU user who has the "Manager" role assigned to them

Which of the following are identified as key member interactions to promote Mobile App adoption in club (Select all that apply) a. Black Card Guest b. New Joins c. Check-Ins

a. Black Card Guest b. New Joins c. Check-Ins

If a member fails to observe the policy regarding day use of lockers and has left items in a locker for more than 24 hours, the management may have to do which of the following: Select one: a. Cut the lock, bag and label valuables such as cell phone, jewelry and wallet, and place them in the safe b. Call the local police or fire department c. Cut the lock, and leave the items in the locker until the member returns to retrieve their items

a. Cut the lock, bag and label valuables such as cell phone, jewelry and wallet, and place them in the safe

You need to order an item for your club but are unsure of the current PF-approved vendor. Where can you locate the most up-to-date vendor list? Select one: a. Franchise Management b. CCM c. PFU d. Vendor Portal

a. Franchise Management

Why don't we take new potential members into the free weight section? Select one: a. Free weight section is the most intimidating part of the gym b. We don't want them to see the Lunk Alarm c. Free weight section is out of the way d. It's one more station employees have to memorize

a. Free weight section is the most intimidating part of the gym

These are disguised as authentic websites, and try to fool you into entering sensitive information such as email addresses, passwords, bank accounts, or credit card information: Select one: a. Phishing sites b. FTPs c. Proxy servers

a. Phishing sites

Once processed, documentation that contains personal data must be ________ and responsibly discarded. Select one: a. Shredded b. Photocopied c. Recycled d. Left at the front desk for members to pick up

a. Shredded

Complete this statement: A great manager _________ all of the blame when their club and staff are failing, while giving credit to the team when succeeding. Select one: a. Takes b. Ignores c. Celebrates d. Distributes

a. Takes

A man calls the club and identifies himself as Randy, the head of IT at Planet Fitness Headquarters. He informs you that they are doing a system update and is checking on the security of each club. He is asking for your password so he can complete a quick and simple scan of the POS system. You have met Randy before, and he is a nice and trustworthy guy. What do you do? Select one: a. Tell him you are unable to give him your password, and immediately report the incident to your supervisor, and report the incident by email to [email protected] b. Let him know that you will call him right back. Ask your supervisor if it is OK to give Randy your password. If they say yes, then call him back and give him the password. c. Give him your password

a. Tell him you are unable to give him your password, and immediately report the incident to your supervisor, and report the incident by email to [email protected]

If a member is looking to update their billing information on their account, they can choose the following methods EXCEPT: Select one: a. The member can change their billing information via a certified letter sent to member services at PFHQ. b. The member can do this on their own (and/or guided by a Team Member) via the PF Mobile app. c. The member can come into the club and request a team member assist them with this.

a. The member can change their billing information via a certified letter sent to member services at PFHQ.

How does a member transfer their membership to a different location? Select one: a. Through Planetfitness.com. b. By asking the Club Manager to call their former club. c. By calling ABC client services.

a. Through Planetfitness.com.

You have a team member who was recently promoted to assistant manager. You would like them to be able to create PFU accounts for new hires at your location. How can you assign them Manager credentials in Planet Fitness University? Select one: a. Using the Manager Dashboard, update their profile information to include their new position and check off the box requesting Manager Permissions. b. Under the "Admin" screen of PFU, click on "Manage Users", select the user from the list, scroll down and check the "Manager" box next to "Requested Role" c. Fill out and submit the "PFU Manager Request Form" on Franchise Management

a. Using the Manager Dashboard, update their profile information to include their new position and check off the box requesting Manager Permissions.

Which of the following questions are allowed to be asked regarding a service animal? (Select all that apply) a. What work or task has the service animal been trained to perform? b. Why isn't your dog wearing a service animal vest? c. How will you ensure others feel safe with your dog in our club? d. Is the service animal required because of a disability? e. Will you be bringing your dog into the locker room with you?

a. What work or task has the service animal been trained to perform? d. Is the service animal required because of a disability?

Becoming a highly effective leader requires: a. You to manage tasks and give direction, while embodying the characteristics expected from the people on our teams. Leaders set the tone for what's expected, accepted, and celebrated amongst their team. b. You to get things done at whatever cost is necessary. Results are the main key to being a highly effective leader. c. You to manage tasks and give direction. Keeping the ship moving is the key to being a highly effective leader.

a. You to manage tasks and give direction, while embodying the characteristics expected from the people on our teams. Leaders set the tone for what's expected, accepted, and celebrated amongst their team.

In what year did Planet Fitness originate? Select one: a. 1992 b. 1991 c. 1990 d. 1993

a. 1992

What are the potential risks if we don't comply with PCI DSS? (Select all that apply) a. A data breach could be more likely to occur. b. Members could trust us with their sensitive financial information. c. Our systems could be even more secure. d. The reputation of Planet Fitness and even your club could be damaged. e. We could face consequences such as lawsuits and fines. f. We could lose members and sales.

a. A data breach could be more likely to occur. d. The reputation of Planet Fitness and even your club could be damaged. e. We could face consequences such as lawsuits and fines. f. We could lose members and sales.

How do we create Raving Fans? (Select all that apply) a. Conducting 20-minute walk-arounds to ensure that our gyms are clean. b. Pointing to the locker rooms when a new member asks where the restroom is. c. Getting to know your members by name. d. Showing up for work. e. Saying "Hi!" and "Bye!" to all of our members when they enter and exit our clubs.

a. Conducting 20-minute walk-arounds to ensure that our gyms are clean. c. Getting to know your members by name. e. Saying "Hi!" and "Bye!" to all of our members when they enter and exit our clubs.

Which of the following should be checked on every walk around? (Select all that apply) a. Sanitizing stations b. Restock paper towels c. All trash bins d. Free weight station - rerack and reorganize e. Mirrors in the bathroom f. Front doors

a. Sanitizing stations b. Restock paper towels c. All trash bins d. Free weight station - rerack and reorganize e. Mirrors in the bathroom f. Front doors

How can you deliver +1% through the Club Tour? (Select all that apply) a. Share a story. b. Actively listen. c. Be robotic. d. Turn your back to a prospective member. e. Talk over a prospective member. f. Through your actions.

a. Share a story. b. Actively listen. f. Through your actions.

Why is it important to mention the Mobile App multiple times to a prospect during the tour? a. To ensure the new potential member has a full understanding of the numerous features and benefits that are available on the app. b. Because saying something at least 5 times will make the listener remember everything you said. c. To ensure the new potential member has a full understanding that the mobile app is available as a Black Card amenity.

a. To ensure the new potential member has a full understanding of the numerous features and benefits that are available on the app.

In the comfort zone diagram (pictured below) referenced in "Creating a Learning & Development Plan," what zone was identified as the best zone to experience personal growth? a. Zone of discomfort/stretch zone b. Panic Zone c. Learning Zone d. Comfort Zone

a. Zone of discomfort/stretch zone

What are best practices for preventing illness? (Select all that apply) a. Stay home if you're sick and encourage others to do the same. b. Provide and use facial tissue. c. Avoid close contact with people who are sick. d. Have hand sanitizer readily available. e. Follow proper hand washing procedures. f. Clean and disinfect to prevent the spread of germs and viruses.

a.. Stay home if you're sick and encourage others to do the same. b.. Provide and use facial tissue. c.. Avoid close contact with people who are sick. d.. Have hand sanitizer readily available. e.. Follow proper hand washing procedures. f.. Clean and disinfect to prevent the spread of germs and viruses.

You have noticed that your team is showing a lack of motivation, and you have heard that when you are not at the club, info calls and tours are not being done by the standards as they are when you are present. This is the first time you have noticed this problem and you want to take action now before the behavior continues. There are numerous members of the team that need coaching in this area. What is the best action you can take as a leader initially to address this problem? Select one: a.Meet with each member of your team and express your concerns. Clearly state the expectations and explain why these standards are important. Ask each team member for feedback to determine what may be leading to this issue. Where needed, work with team members to develop a plan to improve, following up regularly, while continuing to coach and address any individuals who do not improve, and celebrating those who do. b.Tell each team member that for every info call and tour done correctly, you will enter their name into a raffle for a 100.00 gift certificate. Individuals perform when incentives are given and this is the best way to manage this situation initially. c.Talk to your Assistant Manager and tell him/her that they need to watch every tour and listen to every info call until all team members are performing up to your expectation. Using your Assistant Manager for these issues will allow you to focus on more important goals and tasks and allow your Assistant Manager to become more comfortable holding the staff accountable. d.Call a team meeting and let every single member of your staff know that if you hear about this again that disciplinary action will be taken. Ask each team member to commit in front of the entire group to follow the guidelines as you expect them to be followed. Public pressure to perform is a useful tactic in these situations.

a.Meet with each member of your team and express your concerns. Clearly state the expectations and explain why these standards are important. Ask each team member for feedback to determine what may be leading to this issue. Where needed, work with team members to develop a plan to improve, following up regularly, while continuing to coach and address any individuals who do not improve, and celebrating those who do.

What is the first thing you should do when addressing an upset member? Select one: a. Hi's and Bye's b. Actively listen to their concern and then respond with empathy. Sincerely apologize for their experience and try to come up with a solution to their concern. Thank them for bringing their concern to your attention. c. Make sure you give them as much information as possible upfront d. Give the member options

b. Actively listen to their concern and then respond with empathy. Sincerely apologize for their experience and try to come up with a solution to their concern. Thank them for bringing their concern to your attention.

When cleaning fitness equipment, it is important not to use: Select one: a. Cotton cloths b. Ammonia or acid-based cleaners c. Soap and water

b. Ammonia or acid-based cleaners

You have interviewed four applicants for an open Member Services position. Since you want to be sure the individual you hire will meet the needs of your club and be a good fit with your team, you have decided to base your hiring decision on the principle of "Hiring for Attitude". If basing your decision on this principle, which of the following applicants would be your first choice if all other qualities are equal? Select one: a. An individual who has worked for a competitor for 5 years, and wants to grow with the company, but didn't attempt to connect or smile with any of the team they came in contact within the club until the hiring manager arrived for the interview b. An individual that has no experience in a retail or club setting, but is easy to talk to and has a positive personality above any other applicant c. An individual who is close friends with some of your current staff and comes highly recommended by them, but they struggled to make eye contact during their interview

b. An individual that has no experience in a retail or club setting, but is easy to talk to and has a positive personality above any other applicant

This 3 or 4 digit code, typically located on the back of a credit or debit card, should NEVER be stored. Select one: a. Expiration date b. CV Code c. Authorization code d. PIN

b. CV Code

Which of the following options is an appropriate way to handle RFC members? Select one: a. Call their bank in order to see if there is another account you can charge from b. Do follow-up calls to members with an overdue balance c. Fill out and submit the "Balance Request Form" on Franchise Management

b. Do follow-up calls to members with an overdue balance

"We are honest with each other and inspire trust by saying what we mean, doing what we say, and taking responsibility for our actions. We will not tolerate unethical behavior." This is the definition of which of our core values? Select one: a. Passion b. Integrity c. Respect d. Transparency

b. Integrity

To encourage team members to provide customer service that leads to Raving Fans, a manager must set the tone for the behavior of all staff members. Which behavior below is not an effective method to motivate a team to provide excellent service to our members? Select one: a. Model the behavior that you expect from the team. A leader sets the tone by showing the behavior that is expected of all staff members. b. Publicly point out an error made by one staff member at a team meeting. Because people often learn best from mistakes, it is important to point out all mistakes that are made by the staff to the team as a whole. c. Publicly recognize and say "Thank You" on a regular basis for efforts made by staff. Team members appreciate recognition and the behavior that is recognized will be seen as a goal for other staff members. d. Role play challenging customer interactions with the team at a staff meeting allowing team members to practice approaching an upset member in an environment that is encouraging and safe.

b. Publicly point out an error made by one staff member at a team meeting. Because people often learn best from mistakes, it is important to point out all mistakes that are made by the staff to the team as a whole.

Personal leadership is defined as: a. The leadership goals you are unwilling to yet share with others. Personal goals are private, and until you've mastered your skillset, should not be exercised on others, they are personal to you. b. The leadership of the self. It refers to the ability to define a vision of who you want to become as a leader, and to take steps to move towards achieving that vision. c. The leadership of your team. To be successful, you must put your team first, and only then can you take the steps to move towards achieving your own vision.

b. The leadership of the self. It refers to the ability to define a vision of who you want to become as a leader, and to take steps to move towards achieving that vision.

What is the policy regarding promotional materials from outside organizations or vendors, including pamphlets, business cards, and solicitations? Select one: a. They are allowed to be displayed in the locker room only b. They are not allowed to be displayed without approval from PFHQ c. They are allowed to be displayed at the manager's discretion

b. They are not allowed to be displayed without approval from PFHQ

What is the purpose of the New Member Orientation? (Select all that apply) a. To create a unique training program for the member. b. To focus on the equipment and programming that is available to new members. c. To provide more detail around specific areas of the club, allowing members to come back and feel more comfortable. d. To reintroduce the Mobile App and showcase it as a resource for the member.

b. To focus on the equipment and programming that is available to new members. d. To reintroduce the Mobile App and showcase it as a resource for the member. c. To provide more detail around specific areas of the club, allowing members to come back and feel more comfortable.

The rate sheet presentation is done: Select one: a. While standing next to the potential member at the table b. While seated at a table, at the end of the tour c. During the tour in BC Amenity area d. At the front desk

b. While seated at a table, at the end of the tour

What is the 10/5 rule? Select one: a. Within 10 feet greet the member, within 5 feet make eye contact b. Within 10 feet make eye contact with the member, within 5 feet greet the member c. Within 10 feet greet the member, within 5 feet make a second greeting

b. Within 10 feet make eye contact with the member, within 5 feet greet the member

Knowing how to read a Safety Data Sheet (SDS) helps us to handle and store ______ safely. Select one: a. Tanning lotion b. Chemicals c. First aid kit supplies d. Equipment

b. Chemicals

Select all of the incidents below that require a call to the PF Crisis Hotline (1-877-315-1883): a. A member would like to cancel their membership. b. Crime (robbery, assault and battery, tanning privacy violations). c. You forgot your PFU password. d. A cyber attack (security breach). e. Club policy dispute that may generate media interest or have a negative impact on the brand. f. State or local inspection resulting in violations. g. A team member is late to work.

b. Crime (robbery, assault and battery, tanning privacy violations). d. A cyber attack (security breach). e. Club policy dispute that may generate media interest or have a negative impact on the brand. f. State or local inspection resulting in violations.

If a member signs up between May 1 and May 31, when will their annual fee be charged each year? a. February 1 b. July 1 c. June 1 d. November 1

b. July 1

What is a Raving Fan? Select one: a. A member who comes to the gym a lot. b. A satisfied member. c. A member who is impressed with their member experience and cannot stop talking about it. d. A lunk.

c. A member who is impressed with their member experience and cannot stop talking about it.

The "ought self" can be described as: Select one: a. A vision of what you think you ought to be in the future. b. A description of your strengths and weaknesses. c. A vision of what other people think you ought to be. d. The opposite of what you are today.

c. A vision of what other people think you ought to be.

Which of the following questions are not appropriate to ask during a pre-interview phone screen of a job candidate? Select one: a. Are you available to work the hours of this position? b. How did you hear about this position? c. Do you have any children? d. If offered the job, how soon would you be able to start work?

c. Do you have any children?

Where was the first Planet Fitness location to open? Select one: a. Concord, NH b. Salem, NH c. Dover, NH d. Danvers, MA

c. Dover, NH

Planet Fitness locations are permitted to close on all of the following holidays EXCEPT: Select one: a. Christmas b. Easter c. New Years Day d. Thanksgiving

c. New Years Day

The PF Mobile App features multiple types of Perks to our members, including all of the following EXCEPT: Select one: a. Limited Time Offers b. Black Card Exclusive Offers c. Randomized Free PF Club Membership Offers d. New Offers

c. Randomized Free PF Club Membership Offers

If a member of the media contacts the club regarding a crisis incident, you should refer them to: Select one: a. Corporate Member Services b. Chris Rondeau, CEO c. The PFHQ Public Relations team, [email protected] d. PFU, [email protected]

c. The PFHQ Public Relations team, [email protected]

During the rate presentation, which membership is stated first? Select one: a. $15 membership b. Black Card membership c. Whichever membership the member would like to hear first. If they have no preference, start with the Black Card membership. d. Classic membership

c. Whichever membership the member would like to hear first. If they have no preference, start with the Black Card membership

How should a Club Manager guide a team member in regards to the use of Social Media? Select one: a. Never post anything about Planet Fitness on any social media. b. Post as many positive things about Planet Fitness as possible on your Facebook wall. c. You may only share stories that have been published by the official Planet Fitness Facebook site.

c. You may only share stories that have been published by the official Planet Fitness Facebook site.

All team member conversations should _______ as soon as a member walks through the doors. Select one: a. Involve members b. Continue quietly c. Stop d. Get louder

c. Stop

What is the number for the PF Crisis hotline? Select one: a. 1-800-PFPROBS1 b. 1-888-999-8181 c. 1-877-315-1883

c. 1-877-315-1883

A regular member that you know well calls in and says he thinks he may be the victim of identity theft. He is trying to piece together all of the charges on his credit card and asks you to tell him which card he has on file for his monthly fee. What should you do? a. Confirm which type of card (Visa, MC) he has on file, but let him know he will have to come into the club to get the specific card number. b. Read him his card number over the phone, since you know this member well, you trust them and you want to provide Raving Fans service. c. Apologize and let him know that for security purposes, you are unable to provide any information over the phone but you or another staff member would be happy to assist if he comes into the location.

c. Apologize and let him know that for security purposes, you are unable to provide any information over the phone but you or another staff member would be happy to assist if he comes into the location.

Which of the following can be performed by a club manager in PFU through the Manager Dashboard? (Select all that apply) a. Delete a user b. Sign up for a PFU course c. Edit a team member's profile d. Look up a team member's username e. Run PFU completion reports f. Reactivate a team member's account

c. Edit a team member's profile d. Look up a team member's username e. Run PFU completion reports f. Reactivate a team member's account

A _________ is established when someone other than the member is paying, or will pay, for the membership. Select one: a. Payment supervisor b. Financial planner c. Financial cosigner d. Financial manager

c. Financial cosigner

All of the following statements about cleaning and sanitizing equipment are true EXCEPT: Select one: a. Team members must be trained on how to properly clean and sanitize each piece of equipment. b. While conducting Walkarounds, machines that are identified as in need of repair must be secured and labeled with an approved out of order sign until repaired. c. Team members must be trained on how to safely move equipment to clean and sanitize the floor and the area around it. d. Managers are exempt from cleaning and sanitizing equipment as their responsibilities do not allow their time to be spent cleaning.

d. Managers are exempt from cleaning and sanitizing equipment as their responsibilities do not allow their time to be spent cleaning.

If you approach a member for a violation of one of our policies and they curse, threaten, or yell at you, what should you do? Select one: a. Call the owner so that they can address the member. b. Nothing c. Call the police d. Remain calm and try to deescalate the situation. Ask the member to refrain from cursing/threatening/yelling. If they continue, ask them to leave. Per manager/team member discretion, cancel the membership if need be.

d. Remain calm and try to deescalate the situation. Ask the member to refrain from cursing/threatening/yelling. If they continue, ask them to leave. Per manager/team member discretion, cancel the membership if need be.

Why does PCI DSS exist? Select one: a. To limit credit card transactions. b. To share our member's personal information with the public. c. To control the number of transactions being processed. d. To ensure that all companies that accept, process, store and transmit credit card information maintain a secure environment.

d. To ensure that all companies that accept, process, store and transmit credit card information maintain a secure environment.

Why are managers often expected to clean the largest section of cardio, such as the treadmills? Select one: a. Cleaning the treadmills take the least amount of time b. You can't trust other members of your staff to clean such important equipment c. It is expensive to hire a cleaning person to do the task d. To show leadership and set an example that you are willing to do the difficult work alongside your team

d. To show leadership and set an example that you are willing to do the difficult work alongside your team

Any non-member that enters a club should fill out the Digital Guest Register. This includes which of the following (Select all that apply): a. A previous member who is looking to re-join b. Vendors who are entering to perform repairs on equipment c. Prospects visiting for a promotion, such as a free HydroMassage on a holiday d. Non-members prior to being given a tour e. Non-Members who want to join without taking a tour f. Day Fee Guests

d. Non-members prior to being given a tour a. A previous member who is looking to re-join f. Day Fee Guests c. Prospects visiting for a promotion, such as a free HydroMassage on a holiday

At the end of a tour and rate presentation, the guest makes it clear to a staff member that they are not ready to join. As part of our "no hard sell" mentality, it is important that staff are trained to take all of the following actions EXCEPT: Select one: a. Providing the guest with the manager's business card in the event they have any questions and letting them know about the website and digital guest register link, and option to enroll either online or via the link. b. Recommending that the guest downloads the PF Mobile App to stay connected with us and try our free workouts at home. c. Thanking the guest for coming in. d. Ensuring the guest has their copy of the rate sheet used during the presentation. e. Stressing the importance of signing up that day. Tell them that if they do not sign up today the cost will be much higher starting tomorrow as the offer is about to expire.

e. Stressing the importance of signing up that day. Tell them that if they do not sign up today the cost will be much higher starting tomorrow as the offer is about to expire.

The Planet Fitness Core Values include all of the following EXCEPT: Select one: a. Passion b. Transparency c. While having fun! d. Respect e. Integrity f. Excellence g. Profitability

g. Profitability