KPIs should be considered an opportuntiy to
coach, train and reinforce skills and processes
with your team.
3. Dial-to-contact
percentage
Also referred to as the “contact attempt
percentage”. This measurement is
important because it identifies exactly
how much effort your team is putting in
to generate actual sales.
To calculate this percentage you need
to know how many contact attempts (i.e.
calls or dials) per day that have been
made to try and contact each lead.
I like to measure this in “number of dials
per day”.
4. Contacts per day
This may be via SMS, messenger or
phone calls. When measuring, I usually
count talking to a human being
(not voicemail) as one contact via
telephone. In terms of offline contacts, if
someone SMS or messengers you back
in response to your message, then that is
counted as a contact.
5. Contact-to-booked
appoints percentage
A phone call contact is easy because
30
you measure it.
we already have them on the line and
you can book an appointment there
and then.
When you’re looking at your electronic/
online leads, its important you make
enough attempts to contact them.
The minimum number of attempts
to contact a web lead you have the
phone number for, is three. This includes
the voicemail message you leave
introducing yourself.
In your message, let them know you’ll
call a few times and that if they don’t
want you to call to just let you know and
leave your number.
It’s important to realise that you have an
immediate product where the value is
created instantly when the lead receives
their experience.
They shouldn’t have to go away and
think about joining; they should be
buying straight away.
When your team understand how
to create value they will never have
to spend time trying to overcome
objections.
8. NSR-to-sale percentage
How many booked appointments
actually show up. The last thing to measure is those who
say they’ll come back later to join. I
refer to these leads as “NSR”, which
stands for “no sale but returning”. It is
recommended that they be booked in
for the return visit before they leave your
facility.
7. Show -to-sale percentage IN SUMMARY
From the show (e.g. their tour/
experience/trial), do they actually buy? If you measure the percentages and
numbers on a daily/weekly and monthly/
quarterly basis it’s a proven fact that
without any additional skillset training at
6. Appointment shows
percentage
This percentage indicates your true
closing percentage and so is critical that
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