When handling discount requests from clients, what should a Sales Associate do first?

The first step a Sales Associate should take when handling discount requests from clients is to evaluate the request and gauge the client's commitment. This approach allows the Sales Associate to understand the reason behind the client's request for a discount. By assessing the request, they can determine how serious and committed the client is to joining or continuing with Orangetheory Fitness.

This evaluation is crucial because it enables the Sales Associate to align the conversation with the client's motivations and concerns. Understanding the client's commitment level can facilitate more personalized engagement, allowing for potential upselling and the presentation of the value of the services offered, which may outweigh the need for a discount. Rather than jumping to conclusions or invalidating the request outright, this method cultivates a supportive atmosphere where clients feel their needs are being considered, fostering stronger relationships and potentially leading to better outcomes for both the client and the business.