Purchasing and Booking Personal Training Sessions via Website (Daxko Operations)

 Department: Health & Wellness / Membership Services
 Audience: Welcome Center & Call Center Staff
 System: Daxko Operations

Quick Reference Guide (Front Desk & Call Center)

When a member asks about Personal Training, ask these three questions:

1. Do you know which trainer you would like to work with?
   
   

2. Do you know what training package you want?
   
   

3. Do you already have a time or schedule in mind?
   
   

If the Member Knows All Three

Direct them to purchase and schedule Personal Training sessions directly on the YMCA website.

If the Member Is Unsure

Direct them to complete the Personal Training Request Form so the  HW Manager or HW Director can help match them with the best trainer and package.

Important Reminder

Members are not required to purchase Personal Training online.
The Personal Training Request Form should always be offered for members who want guidance before selecting a trainer or purchasing sessions.
Personal Training packages are only available to active Y members.

Member Options for Starting Personal Training

Members now have two ways to begin Personal Training.

Option 1: Purchase and Book Online

Members who know:

• Which trainer they want
  
  

• What session package they want
  
  

• When they want to train
  
  

can purchase and schedule sessions directly through the YMCA website.

After purchasing a package, members will be able to view trainer availability and book their sessions online.

The purchase will be recorded automatically in Daxko Operations.

Option 2: Personal Training Request Form

Members who are unsure about:

• Which trainer to choose
  
  

• What training package is best
  
  

• Scheduling availability
  
  

• Personal training goals
  
  

should complete the Personal Training Request Form.

Once submitted:

1. Health & Wellness staff review the request.
   
   

2. A trainer or coordinator follows up with the member.
   
   

3. The trainer discusses goals and availability.
   
   

4. The trainer recommends an appropriate package.
   
   

5. Sessions are scheduled.
   
   

Website Booking Process (Member Experience)

1. Member visits the YMCA Personal Training webpage.
   
   

2. Member reviews trainer profiles.
   
   

3. Member selects a trainer.
   
   

4. Member selects and purchases a training package.
   
   

5. The purchase is processed and recorded in Daxko Operations.
   
   

6. Member views trainer availability.
   
   

7. Member schedules their training session(s).  They can schedule one or all of them.
   
   

Staff Responsibilities (Welcome Center & Call Center)

When assisting members in person or by phone:

Step 1 – Determine Member Needs

Ask:

• Do you know which trainer you would like to work with?
  
  

• Do you know what training package you want?
  
  

• Do you already have a time in mind?
  
  

Step 2 – Direct Member to the Best Option

If the member knows their trainer and schedule:

Guide them to purchase and book through the YMCA website.

If the member is unsure:

Direct them to complete the Personal Training Request Form.

Staff Conversation Script (Suggested Language)

Member: I'm interested in personal training.

Staff: That's great! Do you already know which trainer you'd like to work with?

If YES

Staff:
 "You can purchase and schedule your sessions directly on our website. I can help show you where to go."

If NO

Staff:
 "No problem! The best option is to complete our Personal Training Request Form. A Health and Wellness Manager or Director will review your goals and help match you with the best trainer and schedule."

When to Recommend the Request Form

The request form should be used when a member:

• Is new to Personal Training
  
  

• Needs help choosing a trainer
  
  

• Is unsure which training package to purchase
  
  

• Has scheduling questions
  
  

• Wants trainer recommendations
  
  

Training Visuals (will add screenshots)

• YMCA Personal Training Website Page
  
  

• Trainer Profile Page
  
  

• Training Package Purchase Screen
  
  

• Booking Calendar / Trainer Availability
  
  

• Personal Training Request Form

Key Reminder for Staff

Members do not have to purchase and book Personal Training sessions online.

The Personal Training Request Form should always be offered for members who want help selecting a trainer, determining the best training package, or finding a schedule that works for them.

Welcome Center Process: Purchasing and Scheduling Sessions for Members

If a member cannot purchase or schedule sessions themselves on the website, Welcome Center staff may assist by completing the purchase and booking process for them through Daxko Operations or the website while the member is present.

This typically occurs when:

• The member is not comfortable using the website
  
  

• The member does not have their device available
  
  

• The member prefers in-person assistance
  
  

• The member needs help navigating the booking process
  
  

Step-by-Step Process for Welcome Center Staff

Step 1 – Determine Member Needs

Ask the member:

• Do you know which trainer you want to work with?
  
  

• Do you know which training package you would like?
  
  

• Do you know when you would like to schedule your sessions?
  
  

Step 2 – Confirm Trainer and Package

If the member already knows the trainer and package:

1. Locate the Personal Training package in Daxko Operations.
   
   

2. Confirm the number of sessions the member would like to purchase.
   
   

3. Verify the pricing with the member before completing the purchase.
   
   

Step 3 – Complete the Purchase in Daxko

1. Open the member’s account in Daxko Operations.
   
   

2. Select Program / Service Purchase.
   
   

3. Choose the appropriate Personal Training package.
   
   

4. Complete the transaction and payment.
   
   

5. Confirm the sessions are added to the member’s account.
   
   

Step 4 – Schedule the Training Session

Once the package is purchased:

1. Review the trainer’s availability.
   
   

2. Confirm the member’s preferred day and time.
   
   

3. Schedule the first session in the system.
   
   

4. Confirm the location of the session (Wellness Floor, Training Studio, etc.).
   
   

Encourage the member to schedule additional sessions if they already know their availability.

Step 5 – Provide Confirmation

Before the member leaves:

• Confirm the date and time of the session
  
  

• Remind the member which trainer they are meeting
  
  

• Explain where to check in when they arrive
  
  

• Encourage the member to arrive 5–10 minutes early
  
  

If the Member Is Unsure

If the member does not know which trainer to choose or what package to purchase, staff should not complete a purchase yet.

Instead:

1. Direct the member to complete the Personal Training Request Form, or
   
   

2. Assist them in filling it out at the Welcome Center.
   
   

Explain:

"A trainer will review your goals and reach out to help match you with the best trainer and recommend the right training package."

Staff Tip

The goal is to make the process easy for the member.

Staff may assist with:

• Purchasing sessions
  
  

• Scheduling the first session
  
  

• Explaining how future sessions will be scheduled
  
  

However, trainer matching and program recommendations should come from the Health and Wellness leadership team.