It's easy to understand how certain things are part of your job requirements at The Keller Pointe: show up to work on time, be courteous and helpful, ensure each member has a good experience with each visit. Nothing, however, is as important as your ability to sell.

For many of us "sell" is, indeed, a four-letter word. Selling is something that involves used cars, pushy people and earning a commission. Most of us would run the other direction if we were ever asked to sell. Well, guess what? We're asking you to sell, but we're not asking you to do anything you haven't done before and are better at than you imagine.

We sell our most important commodity every day: ourselves. You've sold yourself to your friends, employers and even complete strangers and they have bought what you're selling! The most critical ingredient of the successful sales person is a belief in the product you're selling. At The Keller Pointe, that product is you as a component of our larger team organization.
 
 

 
 
Members
 

The Keller Pointe's doors are open to all. We are lucky that people from beyond the City of Keller's borders are members of our facility. Due to that reason, it is important for you to be able to confidently explain our pricing structure to families, individuals, residents and non residents. Here are the main items everyone should now:

Resident = Pays City of Keller taxes (though their address may say Keller they must pay City of Keller taxes. You can verify this by looking their address up in Mapsco or on www.tad.org)

Non-Resident = They do not pay City of Keller taxes

Resident Business = They do not live in the city, but they are employed by a business who pays City of Keller taxes.

Not only do we attract people from every area, but also in every age group. What makes us different from most of our competitors is that we offer pricing for each age group:

Youth (up through 15 years old)
Adult ( 16-61)
Senior (62+)

Families also receive specialized pricing unlike most of our competitors who charge per individual. It is very important to make sure you understand and provide information on who is considered a family member on our passes.

"A family member is persons who live within the same household and are declared a dependant on taxes."

We do ask for proof of dependants prior to adding individuals over 24 years of age or who are not of blood relation onto a pass. Get the Manager on Duty (MOD) to approve paperwork before adding them to the account.

It is your responsibility to provide appropriate pricing information to all guests.

We are proud to be able to provide a safe, healthy and low cost environment to everyone regardless of location and age.

 
 

 
 
Referrals and Rejections
 

Rest assured that The Keller Pointe is an easy sell. A large part of the sales process is done by our existing members through word of mouth. Members notice when you do something exceptional and they tell the people they know and that brings prospective new members through our doors. If you just look around at where you work and the people with whom you work, you're well aware of our selling points, but, not everyone decides to become a member. Why?

• Inability to understand a perceived need for what we do
• Involvement with a similar facility-we call these our "competitors"
• Too busy; not enough time in the day
• They're not city residents
• Cost

As you can see, some of those "objections" are easy to overcome and some aren't. But, we're not only in the business of selling to prospective members, we also, and as importantly, sell to existing members EVERY DAY.
 
 

 
 
Sell Like You Want to Be Sold
 


It's a tried and true sales adage that it's far more difficult to find and sell to new customers than it is to sell to existing customers. If a member finds it difficult to justify the use of our facility, we no longer see them at The Pointe. If a perceived problem goes unresolved, they are likely to become an ex-member, and ex-members give lousy referrals. That's why you're selling all the time and treating people like you would like to be treated: the Golden Rule. If you're treating someone the way you like to be treated, perhaps going a little outside your comfort zone to be engaging and friendly, then you have what it takes to be a part of The Keller Pointe Sales Team, a team which includes all of us.

Every Staff member at The Keller Pointe has the responsibility to learn about our guests and members. In getting to understand each person's interests and needs, we can inform them of programs, sales and special events that may interest them. Believe it or not that is all that sales is, "finding a need and then fulfilling it". There are two important skills that you must have to do this successfully "Asking questions and listening". Here are some examples of questions you can ask in order for you to be a better "salesperson" and create a more satisfied customer:

When giving a tour:
"What brought you into The Keller Pointe today?"
"What types of activities are you/your family interested in doing?"
"What is most important to you when choosing a recreation facility?"
- Now you will have a basic knowledge of the customer and can better answer their question or spend more time showing them the items that are most important to them.

When signing up for Fitness Assessment:
"What kind of exercise program are you doing now?"
"What do you want to change about your current exercise routine?"
"What goals are you trying to reach?"
- Now you can tell them how we can help them reach their goals and schedule them for their Fitness Assessment with a personal trainer right away.

Questions such as these apply to every part of the facility and all staff. Think about this:
- What goals is my area responsible for reaching

Think of some questions that can help you attain that goal. Remember to make them open ended so that the customer talks more than you do and you can hear what they really want. A good rule of thumb is to ask questions that begin with "who, what, when, why or how" this way you will get into a conversation versus a one word answer.
Or start with "tell me about…"

Write some good questions down and share them with your supervisor. When these questions prove successful share them with other people in the facility. Working together, we can exceed any goal. Remember, to be a successful salesperson it's as easy as asking a question.