For personal trainers, the initial consultation is the first time you are meeting with a potential client and likely the only chance you will have to sign them on as a client. This part of the job might be the most stressful part if you have no sales training or even natural sales skills. You are anxious because you are not sure how to convince this person to sign with you. Do not focus on the result. Focus on the conversation because not only are you trying to sell yourself as a trainer, but you are also seeing if this person is right for you. You do not need to sign everyone you talk to especially if they will be more of a headache for you than what you can handle. But the main problem new trainers run into is what questions they should ask. Here are five questions to ask in the initial consultation:
1. Tell me about you and what you are looking for.
While not necessarily a question, I like taking charge of the conversation respectfully with this simple opener. Small talk is part of this, but let us be real, portraying that your time and their time is valuable is a positive. I always begin my conversation with asking them to tell me about them and what they are looking for. This is the most straightforward way for them to answer a bunch of questions you were going to ask anyway. Many trainers jump too early into training services and packages without knowing what the potential client is looking for. An important question to know is whether they are interested in personal training. This part is particularly important to allow for them to slowly open up and share with you as much as they initially want. Listen and pay attention because you do not want to ask a question, they already gave an answer to.
2. Have you done any personal training before?
They told you they are interested in personal training, otherwise you would not need to continue the conversation. Which steers us into the next question, whether they have done any personal training before. This is important because you need to understand what their expectations might be. If they have worked with a trainer before, then they may understand a lot of the process of personal training, exercising, etc. Depending on the answer, you can have a couple follow up questions regarding their experience.
a. How Did That Go?
They may have had an unpleasant experience with a trainer. Believe me, I have heard some interesting stories from clients who have worked with a trainer before. They may also reveal their expectations with working with a personal trainer which may be useful to know.
b. What Did You Like or Dislike About It?
You can find out certain things they enjoyed about it and the things they did not enjoy so that you may provide a better service than what they have had before. Remember, the more information you have, the better service you can provide.
3. What Is Your Experience with Exercise and Strength Training?
Even if they have worked with a trainer before, that could mean all sorts of things when it comes to exercise training background. They might have done exercise classes, at home workouts, Instagram workouts, etc. Our goal is to gather as much information as possible to better understand their needs. Whether they say zero training or former college athlete, establishing their movement “history” will help understand potential realistic starting points for their training.
4. Do you have issues that makes or has made exercise difficult?
Think of this as the prelude to the health and medical questionnaire. After establishing a rough training background establish the superficial exercise barriers. These could be anything from lower back pain, achy knees, frozen shoulder, to Parkinson’s Disease. This question allows them to discuss issues that might have been concerns in the past and barriers and limitations to exercise. This also gives you, as the trainer, more information where they are at with exercise in general. Remember, the more information, the better understanding of what value you can bring. Obviously, a health and medical questionnaire can answer these questions (which you will do anyway) but talking to them and hearing from them their concerns is more valuable than a piece of paper.
5. Have you had a chance to look over our options?
After you have listened to them about what they are looking for, what they have done, where they are at, and some of their concerns, you should have a good idea what value you can provide to them. Before bombarding them with all your training packages, promotions, etc., ask them if they have looked at the options. Many people have contemplated and even budgeted for training ahead of their consultation. They may tell you what they were looking at starting with and if it makes sense based on their goals and their “training readiness,” then the sales pitch for it will be super easy. If they have not looked it over before, now is the time to briefly go over the different packages and training options and provide your recommendations based on the information they have given you. This part might not seem important, but this little trick will be important in all aspects of communication in any area. If you can briefly reiterate what they told you in a concise manner, that will show that you were listening and paying attention. It will show you are tuned in and invested into them instead of them just being another sale. The training is one thing, but the rapport you build with clients creates a sustainable clientele.
These questions are just a guide to help navigate through a consultation if you get stuck. All these questions can be and should be expanded on. Remember to be yourself and it is okay to get a little anxious. Being anxious means it is important and it is part of the job. You will get more comfortable the more you do them so practice!
