2. Member Induction and Customer Service in UAE PT Department Robert Krizanovic, Fitness Director Gold’s Gym UAE

3. 3 Reasons I am Successful on My Topic Member Induction Rate Conversion Rate Customer Survey

4. 3 Reasons I am Successful on My Topic - Member Induction Rate Goal/ month = 90% of membership sold in previous month Gold's Gym UAEJanuaryFebruaryMarchAprilMayJune SS SESSION GOAL381438623929454156365056 SS SESSION ACTUAL385636173796460960745262 Success Rate (%)101%94%97%101%108%104% # of Trainers7381808898103 AVG Per Trainer534547526251

5. 3 Reasons I am Successful on My Topic – Conversion Rate Gold's Gym UAEJanuaryFebruaryMarchAprilMayJune Conversion to PT55.6%51.1%56.3%55.1%54.7%55.2%

6. 3 Reasons I am Successful on My Topic - Customer Survey o My trainer greeted my before my first session o My session started and was completed on time o My trainers was patient, courteous and helpful during my sessions o My trainer completed Body Composition Analysis and gave me fitness tips according to my goals o I have received a written workout program from my trainer o After my sessions I feel confident to use the equipment in safely manner o I can say in confidence that the training met my expectations o My trainer explained me the benefits of Personal Training and Group Fitness Training o My trainer gave me an advice about the best Personal Training and/or Group Fitness Training options to suit my needs and goals o I rate my overall experience with my trainer as excelent

7. Ways You Can Be Successful Employ passion and positive attitude Then, it’s all about training Quality Control Recognition

8. Audience Questions?