You showed genuine warmth and patience when the pricing confusion happened — your willingness to slow down and re-explain kept the prospect from walking out frustrated, which preserved the relationship even when the sale slipped away. The critical gap was presenting all three tiers simultaneously without the fear removal opener, then accepting 'let me do the seven-day' without running the Deaf Ear sequence — that single moment cost you $118 that was sitting on the table ready to close.
I want to start with something you did that matters more than you probably realize. When you got tangled up in the pricing — wrong plan selected, numbers not matching, the prospect visibly confused — you did not panic, you did not get defensive, and you did not try to bulldoze through it. You said 'I'm so sorry about the confusion' and you slowed down to fix it. That takes emotional steadiness. The prospect stayed engaged through a moment that could have easily turned into 'you know what, I'm just going to leave.' She stayed because you stayed calm. That is a real skill and you should not overlook it. Now here is where we need to go deeper, because there was a sale in this conversation and it walked out the door. The first thing that happened — before any pricing confusion — was the opener. You said: 'At our gym, you can cancel your membership at any time and you get a free club that gives you 24-7 access and there are no contracts. You just have to pay an enrollment fee of $149 like every other gym where it's a sign-up fee.' That is close to the fear removal script, but the phrase 'like every other gym' did something you did not intend. It made her feel like this gym is the same as everywhere else. The whole point of the opener is to make her feel relieved — to create the feeling that this place is different, that she is not about to get trapped. When you compare yourself to every other gym, you erase that feeling. You also jumped straight into 'here are the plans we offer' and started presenting all three tiers at once — prepaid six months, prepaid twelve months, and the new program — without pausing to let the fear removal land. She never got to exhale. She went straight into evaluation mode, which is exactly why her first response was 'I was just wanting to see if I could do the pass.' That response was not a rejection. It was a prospect who had not yet been given a reason to feel safe. And here is the thing — you handled the free pass request correctly. You did not push a hard sale. You collected her information, you got her signed up for the trial, you explained the $25 key fob deposit. That was right. But then you offered the coupon too early. You said: 'The reason I ask is because there is a 50% coupon I can help apply for your enrollment fee. If you'd like to use that today, it would save you $75.' She had just told you she wanted to try the gym first. She had not objected to the price. She had not said it was too expensive. You gave away leverage she had not asked for, and more importantly, you signaled that the price is negotiable before she ever had to negotiate. That changes how she sees every number from that point forward. But here is the moment that really cost you the sale. After all the confusion got sorted out, she said clearly: 'Yeah, I would rather do that' — meaning the $118 month-to-month with the enrollment waived. She was ready. And then she asked: 'Can I still do it after the seven-day trial?' This was not a rejection. This was her asking you to help her decide. She was one sentence away from buying. And you said: 'Not after the seven days. So, it's either today or later, you pay 267.' That is factually true. But it created the wrong feeling. It felt like an ultimatum. It felt like pressure. And she responded exactly how people respond to pressure — she pulled back. She said: 'No, so then let me do the seven-day.' Here is what needed to happen in that moment. When she asked 'Can I still do it after the seven-day trial?' — that was a buying signal wrapped in hesitation. The correct response is the Deaf Ear Close. You should have said: 'I totally understand. Let me ask you — did you like the gym? Does it have everything you need?' Let her say yes twice. Then: 'Is there any reason you couldn't get started today?' Now you have isolated what is actually stopping her. If she says the upfront cost, you can offer the coupon. If she says she just wants to try it first, you can use the By The Way Close at the end of her visit. But you never got to find out what the real hesitation was because you answered her question with a deadline instead of a conversation. The script for that moment, word for word: 'I totally understand — did you like the gym? Does it have everything you need? Is there any reason you couldn't get started today?' Practice saying that out loud ten times before your next consultation. Say it until it feels natural, until you can say it warmly, without any edge. That is the one thing that would have changed this outcome. Here is what I want you to remember. She came in curious. She stayed through confusion. She told you she wanted the month-to-month plan. She asked if she could still get the deal later — which means she wanted the deal, she just was not sure if she was ready. That is not a prospect who was never going to buy. That is a prospect who needed one more moment of patience, one more question, one more chance to talk herself into what she already wanted. You were close. Closer than you probably felt in the moment. Next time, when someone asks 'can I still get this later?' — hear it for what it is. That is not a no. That is a prospect asking you to help them say yes right now.
At our gym, you can cancel your membership at any time and you get a free club that gives you 24-7 access and there are no contracts. You just have to pay an enrollment fee of $149 like every other gym where it's a sign-up fee. Does that all make sense? Yes. Okay, so here are the plans we offer. So basically it's prepaid. You can prepay 6 months, 12 months. With these two plans, it gives you single club access, so it's only for yourself at this gym. You would have to pay the $354 plus the $149 today to get started. The plan goes here. But with this plan, it's a news program. A lot of people have been taking it because it's a $50 enrollment and you can go to all of our locations and bring a friend each time for $9. So, yeah. What was the first part of this? Well, I was just wanting to see if I could do the past. Okay. And then go from there. Yeah. It's a trial class. You get seven days free. I just need to see your ID. I can let you back in real quick. I just need to see an ID and then you can go from here. Okay. Okay. So, are you from the area here? I'm from Raleigh. Okay. Okay. Yes. Okay. After the seven days. What's your email? My first and last name. Okay. Okay. Okay. Perfect. And are you planning to come by yourself? Yes, for now, yeah. And then for the seven-day trial, after the seven days, if you don't cancel it, it rolls over into a membership. So when you're going to start on file for that, and there is a $25 refundable deposit for the two-stop. These are expensive, so if they get lost, then you get the 25. But if you want to cancel a seven-day test, you don't want to move forward, then you make an appointment with the state, And we'll refund you that money. Okay. Is this your first time signing or trying out a gym, or have you been to another one? No, I've been to another one. I went to L.A. and Raleigh. Okay. Did you like it? I did, but it was just too over-packed. Too over-packed and way too many people from my area. I'm like, too local. Yeah. Yeah. Okay. So then, did you like the gym? Like our gym, did you like the tour? Yes. Okay. All right. It seems small, but it's good. Okay. The reason I ask is because there is a 50% coupon I can help apply for your enrollment fee. If you'd like to use that today, it would save you $75. Let me just go to the seventh one first. Okay. No worries. And then I just need you to sign this number. Well, this is the liability aspect, so if you get hurt, we're not liable for any type of injury. You'll get a copy of this in your e-mail. So today all you're putting down is the $25 for the coupon. After the seven days, if you don't cancel it, the system assumes that you're signing up and will charge you next week, Saturday. Okay. So Saturday the system will do that. We don't hear from you. And your next monthly payment will be May 1st. Okay. So on Saturday, I'll get charged $57 if I don't cancel and then from there. May 1st is your next monthly of $59, and it's just monthly after that. May 1st, right? Yeah. I know it's weird. It's because we're in the current month, March, so it assumes April, but it's technically May 1st. Okay. Does that make sense? Yes. Perfect. So then here it says you're free to everything. Here it says we're not liable if you get hurt at our gym. Here it says we charge your card every first of the month. If it fails on the first, we do add a $15 late fee, and then your key probably blocked. So just watch out for that if you need help updating your payment. And then to cancel your membership, you have to have a $0 balance on your account. You can't be owing anything and you can't set up an appointment like you did for today. It says there's a cancellation form that has to be filled out. To hold your account active, it's $10 a month. So if you're out of town, injured, whatever the reason is, you can hold it for $10 a month up to six months at a time. So bring a guest for the day. It's $15, and you do have to let us know because we're not always staffed. So you can text the number that you were talking to or e-mail us. We have our e-mail posted on a piece of paper outside. And then our annual maintenance fee is $39 every year on June 15th. And then finally, we have a no refund policy besides the low key policy. Any other questions? And I'll have you check those boxes for me. I think the easiest way is just to not cancel and then have the charge payable for him. Oh, like actually use up the seven days? Yeah. Okay. I feel you because you just want to try it out. Okay. I'm going to need your picture. When you're ready. Nobody looks at it. It's just for us to see if it's coming in and out. So that's the good part. Okay. One, two, three. Fuck, I actually want to do it. One, two, three. Okay. I'm going to get this turned on and we'll be all set. Okay. Okay. By the way, if you want a promotion for your service, you just have to say how you're going to have it posted on the website. If you decide to do it right there, you can always do it in Walnut Street. Is that an option? Okay. So text the number. You have the number, right? Yeah. So text them if you want to do that promotion. It's 1077. And then, like, if I just go to Walnut Street, it'll lay the 149 in Walnut Street. So... Since you're doing the seven-day trial... You said you wanted to do the six-month, right? Yeah, if I decide to, yeah. Oh, okay. Then, yeah, we'll waive the enrollment fee. So that's 149. Yeah. This would be waived. And then would it be billed? Would it have to pay the 354 or just the 149? It would just be 354. Yeah, I confused myself for some reason. I thought you were... So, like, even if I just keep doing the seven-month, the seven-day, it'll still charge me the 267? I gave your total wrong, technically. Like, I need to redo this. It's been a long day. Okay. So, technically, your total wouldn't be 267. I got that wrong. It would be... 503. Okay. No. No, that doesn't... Okay. Okay. Okay. It's all good. So, technically, it's 503 total, total after seven days. But if you have a chance to try it out today to get that promotion, then it'll waive the 149. It'll be 354 today or tomorrow. Does that make sense? A little bit, but not really. Okay. So, how did it go from 267 to... Because I was looking at a different plan for some reason. Like, I'm really new to this. We just, like, updated our system, and I clicked the wrong plan. So, it gave me a different total. But I realized you want it to be... So, what would be the difference from what you picked? What I picked? Yeah. Well, this is technically six months of 59. If that makes sense. So, it gave you a different total because I picked a different plan. It wasn't even on the sheet. That's why I got off on two numbers. Wait, what? So, by the end of the seven-day trial, how much did I get paid? If you don't claim the promo tonight, it would be 503. By the end of the seven-day. Yes. Next Saturday, 503. But if you get into the gym tonight, you like it, and you want to save 149, let us know, and you sign up today for only 354. Okay. Yeah. I think that made more sense. Thank you. Did you have any other questions? Anything I can help with? I don't think so. I'm just trying to understand it. I have a friend who paid 116. You have a friend that joined? Mm-hmm. What was his name? I don't know his first name. Or his name. Okay. Okay. What's his last name? So, he signed up. So, he's on a month-to-month basis. He's on a month-to-month plan. Yeah. I don't know what discount they gave him, but he paid 118 because they waived the enrollment fee for him. But he's on a month-to-month. This is a six-month plan. And there is a month-to-month? There is a month-to-month. Yeah. Because I feel like six months is just, I would rather have something month-to-month. Okay. Yeah, for sure. So, then this is our six, or not our six months, our month-to-month plan. And this is a 267 plan I was telling you about. So, it would be 59, 59, 149. Which is a 267. Yeah, that was a plan I picked on accident. But these are basically the same plan. This one is just, it's literally just six months. Right, but what if I don't want to pay the six months right away? And I would just rather do the... Yeah, we can do that. If you don't want to, like, if you don't want to pre-pay... Yeah, because I don't want to... You'd rather be on month-to-month? Yeah, I don't want to necessarily be stuck on six months or not use it up. I see what you mean. Okay. Did you hear about the June 3rd event? Mm-hmm. Okay. Okay, okay, okay. So, then let me... June 3rd. So, yeah. Throw this out the way. If you want this, then yeah, do 118 today. Okay. If you want to do the promo. I think that's what you did too. Mm-hmm. Okay. Yeah, I would rather do that. I'm so sorry about the confusion. That's okay. I was confusing myself. Okay. Is this the same? No, it's a different one. Okay. Oh, you did want to go ahead with that, the 118? Can I still do it after the seven-day trial? Not after the seven days. So, it's either today or later, you pay 267. Which is what we had said. Right, right, yeah. Okay, yeah, that's fine. So, today 118 right now? No, so then let me do the seven-day. Okay. Okay, okay. Because I already have a different card. You gave me a different card. Yeah, yeah, yeah. Okay. Yeah, that's fine. We'll leave it as how it is. Call me if you have questions. I think I need a break. 267 on next Saturday. Next Saturday, and then it'll be not too much. Yes. Yes, right now all you paid was a 25 for the key fob, which you have. Okay. Yeah, I'm going to make sure you have the key fob. Okay, so we're all good.