Exam 3: Customer Service

One of the best ways for a facility to measure if they are meeting customer needs for group exercise is to examine "cost-per-head" metrics. Using cost-per-head calculations and assuming Tom's 4PM Weight Lifting Extravaganza class brings in an average of 15 people and Tom makes $22/class, is Tom's class:

Under the Americans with Disabilities Act, one of the responsibilities of the Group Fitness Instructor is to provide "reasonable accommodation" to individuals with a disability. Which of the following is the BEST example of a reasonable accommodation?

One of the responsibilities of the Group Fitness Instructor (GFI) is to comply with all applicable laws. Which of the following is the BEST example of a GFI breaching applicable laws?

Which of the following conditions is NOT covered by the Americans with Disabilities Act?

One of the responsibilities of the Group Fitness Instructor (GFI) is to establish proper boundaries. Which of the following is the BEST example of the GFI establishing clear professional boundaries?

Kayla approaches you 3 weeks after giving birth and is ready to return to your low-impact aerobics class. You tell her:

Group fitness instructors must be aware of individual participants' negative behaviors that can undermine group cohesion. If not dealt with immediately, such participants can monopolize class time or take the group in a negative direction. Which is the LEAST effective method to deal with this type of person?

Which of the following is the BEST method for a Group Fitness Instructor to solicit ongoing feedback from class members?

The Group Fitness Instructor has many methods at his or her disposal for creating a positive customer service experience. Which of the following is the LEAST likely to generate a positive experience?

Sometimes, a Group Fitness Instructor (GFI) needs to quit teaching a class midway through a session due to circumstances such as relocation, pregnancy, or illness. What is the BEST way for a GFI to help participants prepare for a change of instructor?

One of the responsibilities of the Group Fitness Instructor (GFI) is to keep private information private. Which of the following is NOT an example of a breach of confidentiality?

One of the difficulties in customer relations for staff to provide the help or information requested from a class member without stepping outside their scope of practice. Which of the following would be the LEAST appropriate response by a Group Fitness Instructor (GFI) to a class member reporting a cramping muscle immediately following class?