What action should a Sales Associate frequently take to build rapport with members?

Engaging in friendly and casual conversations is essential for building rapport with members at Orangetheory Fitness. This approach fosters a welcoming environment where members feel valued and appreciated. By intentionally taking the time to connect on a personal level, Sales Associates can create lasting relationships and enhance members’ overall experience. Conversations about their fitness journey, interests, and goals also allow Sales Associates to tailor their recommendations and support to better meet individual needs.

In contrast, focusing exclusively on sales can create a transactional atmosphere, which may lead members to feel undervalued. Sharing personal fitness achievements might be less effective in bonding with members if it overshadows their own experiences, shifting the focus away from them. Additionally, avoiding small talk could come across as dismissive or rushed, potentially alienating members instead of fostering connection.