Front of House User Documentation

Date prepared: Prepared by: Last Updated: Updated by:

CONTENTS Section 1: 1.1 1.2 1.3 1.4 Opening up Front of House Opening a Shift Creating a New Shift Editing an Existing Shift

26/04/12 Jonathan Cooke 09/05/13 Lindsi Blakeman

Section 2 2.1 2.2 2.3 2.4 2.5 2.6 Overview of POS Screen Basket Transactions Laid Aside Items Vertical Arrows Automated Discounts Querying Prices

Section 3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 Swiping Membership Cards Searching for Members Problem Swipes Paying of Charges Recalling a Members into Front of House Countdown Vouchers Advanced Transactions

Section 4 4.1 4.2 4.3 4.4 4.5 4.6 4.7 Member Statement Outstanding charges and future charges Bookings Member Event Log Vouchers Par Qs Eligibility

Section 5 5.1 Member Quick Add Section 6 6.1 Overview of the Bookings Screen 6.2 Searching for Existing Bookings 6.3 Booking into a Class 6.4 Booking an Activity 6.5 Paying for a class of Activity 6.6 Cross Centre Bookings 6.7 View Class Attendees 6.8 Viewing booking status 6.9 Waiting List 6.10 Courses 6.11 Cancelling Future Bookings Section 7 7.1 7.2 7.3 7.4 7.5 7.6 Options Overview General Transaction Options Stock Control Reports Icons at the Bottom of the Screen

Section 8 8.1 8.2 8.3 8.4 8.5 8.6 8.7 Joining New Members Agreement Changes, upgrade and renew Member Detail Changes Account Details Club Usage Credit Control Marketing

Section 9 9.1 9.2 9.3 9.4 9.5 9.6 9.7 Closing a Shift Banking Menu Big Bag History Shift Bag Management Big Bag Management Banking Wizard Bag Management Not Complete

Section 10 10.1 10.2 10.3 10.4 Completing the contact Screen Scheduling a incoming call Clearing a incoming call How to convert a member to a prospect

SECTION 1 - FRONT OF HOUSE 1.1 Opening up Front of House Go to your legend icon on the desktop this will load up the login box Login Username and password You must login as yourself for the first time and change password as prompted. Please then go to the FOH icon on the legend desktop. 1.2 Opening a Shift This relates to the process where shifts are opened and closed. To open a shift, follow the points below: Once you log into Front of House , you will be asked to Open a shift, you will need to open one shift per computer if you have more than one reception till. Please confirm which shift you will be working

You will then need to click on authenticate and put in your username and password in order to be the owner of that sift. Once you have done this click and your name is on the owner box click OK, do not click authenticate again You will now be prompted to enter your float amount and click add. At this point your till drawer should pop open and a float receipt will be printed. The amount of your float entered will also show in the basket

Your shift is now open Keep your till receipt safe in your till draw

1.3 Creating a new shift Dependant on your permissions set within your job role you may be able to create a new shift. Go to the shift button at the bottom on the page

1.4

Then click on create shift, from here enter the shift name, the relevant times of the shift, always leave at least half a hour either side of the shift as a buffer and choose the days it is relevant to. Then click on OK to complete the process. Editing a existing shift Again go to the shift button at the bottom of the screen Choose the shift you wish to change and then click on edit shift at the bottom left of the screen From here you can make the changes required and click Ok once complete.

SECTION TWO - POS 2.1 POS - Brief overview of the screen The screen itself has multiple sections including the top line of buttons (POS, Member Control etc.), the right side of the screen shows the member swipes and basket. The bottom blue part of the screen is called the passport and the bulk of the screen is your POS.

2.2 Basket transactions In order to sell an item, the item must be placed into the basket on the POS. This is located on the bottom right hand side of the screen.

Within the basket there are four buttons to the bottom left of the basket. These have a number of functions which allow you too: Pay an item - by selecting pay and choosing payment method this will run your item through the till. Select finish if the item is zero priced. If you are doing a split payment then choose the first tender they are paying with you will then get a message to say do you want to do a split payment as the amount will not equal the total, say yes and then enter the remainder of the tender.

Remove from basket this removes / deletes the highlighted item from the basket Exact cash allows you to pay for the item using the exact cash amount Options on the right hand side of the options screen it allows you to complete a number of functionalities: - allows you to create multiple item transactions - lay aside an item. - discount or discount all, dependant on if a discount has been set up in the control panel - Clear (void) a item

Once an item has been added to the basket and you have paid it off either through pay or exact youre your till drawer will pop open and it will print you a receipt. At the bottom right of the screen you will also three boxes: Total-total cost of transaction Tend-amount tendered from customer Change the amount you are required to give back to the customer

2.3 Laid aside items Allows you to recall laid aside items. This function is useful if a member changes their mind or doesnt have a method of payment and wishes to come back in a few minutes to pay. Instead of re-creating the items you previously placed into the basket you simply select options layaside items which then gives the option to select the laid aside item to then sell.. To layaside a transaction for a customer in order for you to come back to it later add the transaction to the basket then select: Options Then choose layaside , this will automatically take your item out of the basket

In order to bring back the lay aside item simply click on the icon which sits nect to the basket. Select Laidasides and then choose the ornage icon of the one you wish to bring back in order to complete your transaction as normal.

Within the basket there are also icons that assist you to perform the following functions: 2.4 Vertical Arrows Allows for scrolling through a list of transactions (simply acts as a side navigation toolbar like you would use in a word document or a web page) 2.5 Automated discounts Within Legend a number of variables can exist within one product. These variables include partnership discounts, centre discounts, price type discounts. These then create automated discounts dependant on the rules set within the item. The discount applied appears on the POS when a transaction is placed into a basket. On the same line as the product description you will also see the price for the item you wish to sell. The first price will be the original price before discount, next to this you will see the discounted price i.e. 0.00, and this will be the automated discount.

2.6 Querying prices On the top right hand side of the home section of the POS you will find a round blue button with a question mark inside it.

This button allows for the checking of prices without having to sell the item. If you wish to see how much a product is, without selling it: Select the question mark button The button will increase in size Select the item you wish to enquire about

SECTION THREE MEMBER CONTROL 3.1 Swiping members In Legend is very simple, go into FOH, swipe the members card and their details will appear automatically in the passport at the bottom of the page. If for any reason this doesnt work or a member has forgotten their card then you will need to search for members manually. 3.2 Searching for members manually Members can be searched for in two ways Quick Search through the search bar, simply type in the box Surname >> space >> first name>> enter. If searching by name need to also click allow entry,

Advanced search by clicking on the man with the magnifying glass this allows you to do a more in-depth search for a member by membership ID, Card number and Postcode

With either the quick search or the advanced search if there is more than one person with that particular surname you are searching you can ask the member to confirm either their date of birth or postcode in order to choose the correct person. Once a member is in the passport this will give you some vital information about the person, a photo (of it has been captured) membership type, home club and age. 3.3 Problem swipes If you have an issue with the search box not appearing when you swipe this may be due to: The members barcode is not recognised It is a new member that wasnt put on the system prior to Legend being installed It is a member from a club that hasnt yet had Legend rolled out The cursor was not flashing in the box next to the smiley face when the card was swiped and say error with swipe

3.4 Paying of charges If a member has unpaid charges of any kind these will be asked for as soon as the customer next visits the centre. As soon as the customer is swiped into Legend the screen will appear red if any fees need to be collected. By selecting the payment you can then add the outstanding payment to the basket and pay off the fee. N.B as before, until the payment is made and the fee is cleared the member will be charged a non member rate.

3.5 Recalling a member into FOH If a member is served (checked the customer in) earlier in your shift, and you wish to refer back to that member at a later stage in the day but do not have the members complete details you can recall your member from the member swipes list produced at the top right hand corner of the POS. You can recall a member by: Scroll through the list of members Select the member you wish to view Once you have done this, you will now see the member in the bottom passport screen

3.6 Count Down vouchers Allow a customer to purchase a voucher for a set activity in the POS screen. This voucher then counts down its usages each time the said activity is purchased, for example a bundle of sunbed sessions or personal training sessions. In order to use a usage of the voucher: Check member in as per normal Select item/book in for activity Select pay

Once the pay button is selected you will then be given the option to use a usage of the voucher or too pay cash. 3.7 Advanced transactions This is when bookings/payments that are raised in advanced, and due at a later date. This could be a squash booking or a membership fee. When checking a member in, you will see (above the passport area) the notes, bookings and fees due. If the fee is due when swiping the member in, the member will appear in red and can then be paid.

SECTION FOUR MEMBER INFORMATION The Member Info button is located in the FOH passport screen at the bottom right hand side.

When you have clicked on this, the Member Info screen and its various tabs along the left hand side will be displayed.

4.1

The Members Statement This displays the members till transactions

4.2

Billing This displays the members outstanding debt or future charges To pay these charges, select the pay or pay all buttons (right of the screen)

4.3

Bookings This displays the members bookings for today or the future To print a receipt or cancel a booking, select the buttons (right of the screen)

4.4

Member Event Log This displays the members activity

4.5

Vouchers

This displays any vouchers a member may have on their account. How many uses they have left and when the voucher is due to expire.

4.6

Par q forms. This displays the online members signup pre-activity questions and answers

4.7

Eligibility Are they allowed in the gym if they havent had a induction

SECTION FIVE MEMBER QUICK ADD Anyone wishing to make a booking is required to be recorded as a booking member on Legend. NB Non-members will not have the ability to make bookings.

Click on the cog icon to the right of the Membership Number. This will populate the members Membership No and Barcode. The mandatory details needed are highlighted in orange. Data to be captured is: First Name Surname Mobile Number Ethnic Origin (can be configured to be non mandatory) Date of Birth (can be configured to be non mandatory) Gender (can be configured to be non mandatory) Email address (can be configured to be non mandatory)

Other details can be captured if given by the member, for example, any medical conditions, allergies, disabilities. Once completed, press the Save button (looks like an old floppy disk top left of the screen). Once saved you will need to confirm the type of quick add the person is, and it will place the member into the passport.

SECTION SIX BOOKINGS 6.1 Viewing booking sheets The booking sheets within Legend can be viewed across multiple centres. In order to view/make a booking for another centre Select the centre name (on bottom toolbar, far left) Go into booking sheet and create booking as per usual booking method (detailed below) As well as changing your leisure centre for bookings there are different views and search options on the booking sheet: Search day by day Search by week View times of the day Short cut buttons are available of the screen

6.2 Searching for bookings If a member has made a booking in advanced and you wish to view all bookings for this member. Search for the member or swipe their card, once you have done this the front screen will show all bookings on the screen below the members name alongside any outstanding fees or notes for the customer. When you click on the ? it gives you information on the booking. 6.3 Booking onto a class Members can book into classes 6 days in advance and non members 5 days in advance. (non members need to be added via a quick add in order to make a booking this may vary depending on your company stipulations). In order to book into a class: - Search for member (so they are in the passport area) - Select the bookings menu - For reference, class capacity operates on a traffic light system: - Red = Full (& possible wait list) / Yellow = Allows you to move a member ahead of someone in a waiting list / Green = Available spaces - Select classes, choose the class you wish to book - Select the day of the week (if not today) on the calendar on the top left hand corner of the page

- Click on the class you wish to book, this will then give you the option of booking onto the class and paying now, or paying later

- Pay transaction through basket If the class is due to take place on that day their will be a list of this at the bottom of the bookings sheet which allows you to do a quick book rather than having to search for the class. 6.4 Booking an adhoc activity (squash/badminton) Members can book activities 6 days in advance and non members 5 days in advance. (non members need to be added via a quick add in order to make a booking). In order to book an activity: of booking onto the class and paying now, or paying later - Pay transaction through basket Search for member (so they are in the passport area) Select the bookings menu Select the area / location Select the day of the week (if not today) on the calendar on the top left hand corner of the page - Select the free space that you wish to book, this will then give you the option

The icon which resembles a stop watch allows you to automatically switch to a desired time. The double box icon will allow you to extend the screen view and finally the arrows up / down and left / right allow you to search manually. 6.5 Paying for bookings When making a booking inside the booking option you have two options in regards to payment: Book and Pay Book now, pay later

If you select the book and pay option, this will take the payment straight into the POS and into the basket. If you select book now, pay later the booking will appear on the booking sheet and on the members check in page and payment will be called for at a later date. 6.6 Cross centre bookings Cross centre bookings can be made by selecting the centre icon at the bottom left hand corner of the page, this will then display all centres you have access to make bookings for (your partnership). Once you have selected the centre you wish to make a booking for follow the above process to make a booking. 6.7 Viewing class attendees In order to view attendees list of a class. Select the question mark icon Select the class/booking A list will then appear of all members booked into the class, alongside other class information From here you can also print additional receipts, pay for a booking and cancel a booking.

6.8 Viewing booking status There are various statuses within a booking, this will determine whether a fee is raised or not raised on a members account. There are four statuses: Booked-the default setting within a booking Attended- triggered once a member checks in within a set period before the class is due Cancelled- if a member lets the centre know they wish to cancel their booking Non attended- class no show (resulting in an unpaid fee)

6.9 Using the waiting list If a class is fully booked and a member wishes to be placed on the waiting list, once the class is full you will be given the option to book the member into the waiting list. Once you select yes, the customer will be booked onto the waiting list and so if a

customer wishes to cancel the option will be given to select a member from the waiting list. To view the waiting list simply press the ? and click on the waiting list button. This will then show the all people on the list and the date and time they were added. If a space becomes available then the move to class option button will become enabled. 6.10 Courses Within the bookings tab select the courses option and then select current and future in order to view all courses under their specific course title. The courses listed at the bottom will show only those taking place that day.

In order to add someone to a course put the required member in the passport and then find the relevant class choose the course (it will turn red) and then they will be added automatically. You can then choose whether to add them into the whole course / all future sessions/ selected sessions or only one session.

Once you have choosen the required one, Legend will then ask you if you wish to book and pay later, add to basket or book and pay later by another member ie: a parent.

As when creating a booking for a class or a adhoc booking in order to view the attendees, to cancel a booking or view a waiting list click on the ? icon. Always remember to click it again to come out of query mode.

6.11 Cancelling future bookings If a customer wishes to cancel a booking there are two ways of cancellation: Search for the member Go into member info Select the bookings tab Highlight the booking and select the cancel button on the right hand side

Alternatively: - go to the booking put Legend into query mode by pressing the ? icon. - Choose the attendee which wishes to cancel and select cancel booking. - You will then be asked to enter your username and password. Whichever way you choose the cancel a booking depending on your cancellation policy and whether the member has paid for the booking or not the system will then give you a maximum of three options:

If you issue a credit note next time that member purchases a item this will come up as a tender method when you choose pay in the basket. To view if a member has a credit note assigned to their account this will be shown in the member info button under the statement tab. To refund will only leave the system in refund mode for one transaction and you can choose the tender type to mirror the way in which it was paid for. No refund will just automatically cancel the booking. With all three options you will need to enter your username and password.

SECTION SEVEN OPTIONS 7.1 Options Overview Options relating to the options menu at the top of the screen, rather then the options button within the basket)

7.2 General Section The general section enables you to: Open the cash drawer Print a additional receipt Change the bar code on a membership card, this assigns a new membership card 7.3 Transaction Options The transaction options section enables you to: Add additional float in throughout a shift Remove float during a shift Add petty cash into a shift Take money from a till in order to put it into petty cash In order to refund a product on POS: Search for member Select the refund button within options Select item on POS Item will now be highlighted in red Select pay

This process will then refund the selected amount for this customer. The system will only stay in refund mode for one transaction 7.4 7.5 Stock Control, please see additional training document for on stock control. Reports section

Allows you to access three specific report relating to front of house transactions without having to go to the reporting module. Category summary, shows all items run through the till broken down into categories, ie: membership fees, bookings, POS Transaction report, looks at transaction numbers put through the till and under type of payment. Transaction detail report, will break down transactions, per member, what was purchased and in the correct reporting categories. 7.6 Icons at bottom of screen Centre this shows the centre you are logged into Message n/a Cash Management Banking Menu User the name of person logged in Shift your shift description Member Name the member who you are working on

SECTION EIGHT - MEMBER MANAGEMENT To enter the Member Management Module, please click the MM icon on the desktop, or launch the module through the FOH screen - Member Admin Icon when someone is in the passport 8.1 Joining New Members

New (Head) Members To add a new (head) member to Legend, follow the New Member Wizard located in the File menu (top left of the screen).

Capture the members details step-by-step following the instructions provided by the wizard. Complete through the wizard process until you reach the Final Summary Page. Payment of any joining fees, prorata or annual fees must be paid off in the FOH module. Confirmation of the new agreement type is viewable in the members Agreement tab (top of screen). This information is then populated in the member data screen

Add On Members To add a partner to a head member, follow the Add On Member Wizard located in the File menu (top left of the screen). Capture the members details step-by-step following the instructions provided by the wizard. 8.2 Agreement Changes

Upgrade Upgrades allow you to change a members agreement price type to a new agreement price type. Caution must be taken to ensure that the correct agreement type and date range is selected during the wizard process. Downgrades are also processed through the upgrade wizard. To run an upgrade against a members record, firstly ensure you have the correct member by searching for them by surname >> space >> surname in the box at the bottom. Then follow the Upgrade Wizard located in the Action menu (top left of the screen). Follow the step-by-step instructions provided by the wizard. Complete through the wizard process until you reach the Summary Page. Payment of any joining fees, prorata or annual fees must be paid off in the FOH module. Confirmation of the upgrade is viewable in the members Account Details tab (top of screen).Renew Renew Renewing a member, allows you to apply a new agreement price type for an annual paying member. NB if a member has a direct debit paying agreement price type and wishes to pay in advance rather than by direct debit, an upgrade wizard should be run (see 3.3.1) instead. To run a renewal against a members record, follow the Renew Wizard located in the Action menu (top left of the screen). Follow the step-by-step instructions provided by the wizard. Complete through the wizard process until you reach the Summary Page. Payment of any joining fees, prorata or annual fees must be paid off in the FOH module. On completion of the wizard, Membership Management will display the old agreement as being Terminated and the new agreement as being Active. This can be viewed in the Agreement tab Please note that when changing a payment method ie: PIF to a DDF then you must renew. If the payment method is the same ie: a DD agreement to another DD agreement then the upgrade wizard should be used.

8.3

Member Changes

NB Padlock icon (top left of screen) opens the member for editing Amend Members Data To change any personal information for a member (e.g. name, address, contact details etc.), can be done by: Selecting the edit button (top left of screen). Amend any member personal details as required within the Member Data tab (top of screen). Adding a short note to members account If you would like to add a note that will be displayed when a member swipes in at a centre or logs in online, can be done by: Select the edit button (top left of the screen). In the Member Data tab, add the required message into the Check in Note located in the bottom right part of the screen.

NB this note is used to inform members of an action that must be completed (e.g. collect new membership card, book a refocus session in the fitness centre etc.).

Adding a note to a members account To record a more detailed note for a member (e.g. conversations with the member, information regarding a complaint etc.), can be done by: Selecting Note from the Comms menu (left side of screen). Type in the note regarding the membership. Select the create button. Select ok. To view the note, select Events from the Comms menu. Select to view all. All system events including Notes will now be displayed. Double click on the Note to view the full details. 8.4 Account Details Screen

This screen is where all the account details for the member are held. If a member is on freeze this will be where this information is also held and can be cancelled if they decide to return back from their membership early by clicking on the cancel freeze option.

8.5

Club Usage Screen

When a member swipes their membership card in order to gain access to the club this number of swipes will be accumulated in this page.

8.6

Credit Control Screen

This will detail if a member has a debt against their account and how long it has been outstanding.

8.7

Marketing Screen

This screen populates the information given in the new member wizard the goals and interest of the member.

SECTION NINE BANKING & RECONCILIATION 9.1 Closing Shift and Reconciliation

Make sure no one is in the member passport. To Close your shift, follow the points below: Click on your shift, button in the bottom tool bar

A series of buttons will appear in the passport. Please select Close Shift You will see a Close Current Shift confirmation screen select ok You will then be asked to enter your Log in name and password You will be asked if you would like to take out your float. Select Yes and enter the amount of float you are taking out You will be asked you want to reconcile this shift now? Select Yes. Select NO if doing a cash up in the back office, allows you to keep doing transactions, ie if its a middle shift. Go to the secure office and add up all the payment types you have in line with existing cashing up procedures Enter into this form all cash taken and in what denominations, including cheques and Credit Card slips.

Select the button relevant and enter the amount of cash you have. Complete this process until all cash types and cheques have been entered Once you have done this, select the Add Small Bag icon above the cash type buttons Enter the bag number and paying in slip number, or cash date and initials as per operational policy A button in the bottom left will then show you the amount in the small bag using the reference number previously entered. Enter credit card amount add small bag numbers of card slips Select save You will be prompted to add a note for the cash lift (Note anything which happened in the shift, has to be at least 1 letter long to continue) Any variance will be displayed next. You have 4 options to choose from and select the option dependant on your circumstance Adjust lift / Accept Variance / Back Out / Print NB a note or reason will be required if there is a variance Your cash reconciliation will then be complete

9.2 Cash Management Only required if an external company come and collect your takings

9.3

Big Bag History

This section is for reference only of big bags, the contents of those bags and the status of the big bag, either Open, Sealed or Offsite. Shift Bag Management Small Bag Management allows the user to amend the amounts of each tender held within a Small Bag and alter the reference number if required. Follow the wizard and on screen instructions to make any changes. Authentication and a reason will be required. NB: If the changes alter the variance, then this must be accepted and verified.

9.4

9.5 Big Bag Management The big bag management will give the user the ability to; Create new Big Bags Delete unwanted EMPTY Big Bags

Add small bags to big bags Seal/unseal big bags The options at the bottom of the Big Bag Management screen will differ depending on the bag status of the highlighted big bag. If a big bag status is set to sealed then this bag cant be changed unless it is first unsealed. The buttons will change to include Break Big Bag Seal and the Next button will be removed. Clicking on the Create New Big Bag option will load the keyboard to give the new big bag a reference/number. NB: A big bag cant be deleted if it contains any small bags. Follow the wizard and on screen instructions to add the relevant small bags into the big bag, continue through to the confirmation screen to check values and finish. Validate the process with the username and password and answer yes to the question, Do you wish to seal this big bag? This bag is now sealed and will be ready to be sent offsite.

9.6

Banking Wizard The new FOH Banking Wizard makes the depositing of cash bags offsite quick and simple. The only bags that will be shown at this stage are sealed big bags. Follow the wizard and on screen instructions and add the relevant big bags into the deposit. Once all of the required bags are in the Big Bags Deposit section, proceed through the wizard. The final screen will ask for a receipt number and a final check on the bags that are being deposited offsite. Click finish and authenticate.

9.7

Bag Management Not Complete If the banking has not been completed for the previous day the cash management button will be red to bring attention to the fact that the process needs to be completed.

Username and password is the electronic signature for responsibility.

Section Ten

Sales Module

Sometimes a member of staff working in Front of House may be required to add new contacts into the sales prospecting module. In order to do this double click on the sales icon on the Legend desktop. To add a contact click on the New Contact icon.

10.1 Completing the Contact Screen Filling out the contact screen is a very simple process, it is just like filling out a form on a website or if you already have some experience using Legend it will be similar in many ways to the Membership Management application. Contact Screen - Section 1

Contact - Enter the contact name. Title, first name and surname. E.g. Mr Steve Gates (When you start entering the name an additional field will be displayed which shows all the name fields. Salutation - Entered automatically, from the contact field. Telephone Numbers - These must be entered with STD code space- number (e.g. 01475 6201422) Gender - Click on the down arrow and select the gender type of the contact.

Birthday - Enter the prospects date of birth. Company - Enter the company name or select one of the pre-approved corporates. Job Title - Enter the contacts job title. Contact Screen - Section 2

Address City/Town & County - Click on the address box to add an address to a prospect. Multiple addresses can be added to a prospect by choosing the appropriate address type from the dropdown below Address. Postcode Enter the postcode and click on the Glob and Magnifying Glass to search for the house numbers on that road and select the appropriate house number from the list. The rest of the address will be completed automatically. Click OK to save the address. Postal Address Select which address should be used for mail merging, select the appropriate address using the address type drop down under the Address button and then tick the Post Address box. If more than 1 is selected they will receive multiple addresses when carrying out mail merges. Marketing Material Has the member expressed an interest not to receive marketing material, if so then un-tick the Receive marketing material box. Email Enter the contacts email address.

Contact Screen - Section 3

ID Status Select the relevant status from the dropdown box Suspect Basic Enquiry / Outreach Contact Prospect Had contact with, made an appointment Hot Prospect Had a tour, interested in joining, went home to think about it. Join The prospect decides they want to join then you can convert the prospect to a member (Shown further down) Blowout The prospect decides they want to leave it for now; you can at this point try to talk again in a month and restart the process.

Enquiry Type How did the prospect contact us? Click on the down arrow and select the correct enquiry type. Referral From Click the and select the member or other prospect who has referred the member to you. Marketing Source Where did the contact hear about us? Click on the down arrow and select the correct source. Promotion Which offers are they interest in? Click on the down arrow and select the correct promotion. Member of a Club at Present Are they a member of another club at present? If so select Yes and enter the name of the club.

Contact Screen - Section 4

Interests To add more than one interest, ensure the cursor is in the field, F2 to the open and the Edit List. Hold down the control key and click the appropriate options. Goals To add more than one interest, ensure the cursor is in the field, F2 to the open and the Edit List. Hold down the control key and click the appropriate options. Objections To add more than one interest, ensure the cursor is in the field, F2 to the open and the Edit List. Hold down the control key and click the appropriate options. Salesperson The sales person will automatically be completed as the user logged into the system. Club The club will automatically be populated as the club at which the prospect is added. Origin Date This will be populated as the date and time that the prospect is saved. Saving the prospect

To save the prospect information then click on the disk in the top left to save the information. At the bottom of screen a message will be displayed to confirm the saving of the prospect. 10.2 How to schedule an incoming call
Ensure you are on the contact screen for the contact you wish to schedule an

incoming call.
From the contact screen click on the schedule a call

icon.

 The following screen will appear (just below to the right)

Date/Time/Duration - Ensure the correct Date & Time of the incoming call is inputted. With - This will default to the contact name. Regarding Select the correct option from the drop down menu. This will depend of whether you gained an appointment or not Click Ok Description - this can be notes to jog your memory of something you may wish to discuss with the contact 10.3 How to clear an incoming call
Ensure you are on the correct contact. From the contact or contact list screens click on the activities tab.

Select the Activity - Clear the incoming call activity straight away. Double click on the activity to view the details about the activity. Complete the Activity Select Edit and then set the Activity Result to Held. If there is a follow up activity to schedule tick the Schedule a follow-up activity box and a new blank activity screen will be loaded.

Schedule Follow-Up Activity If there is a follow up activity to schedule tick the Schedule a follow-up activity box and a new blank activity screen will be loaded. If not click on OK to save the calls result. 10.4 How to convert to a member
Ensure you are on the contact screen for the contact that is to become a

member.
From the contact screen click on the convert to member option. This will launch the New Member Wizard (NMW) for the conversion of the

prospect to a member. (Note the status of the contact cannot be Member or New Member when starting the convert to member process, this will automatically be amended later)