Deck 3: Customer Service

Question 1

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?

A)Listen attentively to the person's concerns or complaints
B)Acknowledge understanding of his or her complaint
C)State that he or she will no longer be permitted to participate
D)Agree on a solution to address the complaint

Answer 1

State that he or she will no longer be permitted to participate

Question 2

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?

A)Having the regular instructor and the new or substitute instructor co-teach classes
B)Diminish anxiety by not telling participants of a change in instructor too early
C)Post a revised class schedule with the instructor listed so that they will be able to read about the change of instructor
D)After the last class you teach, inform them that future classes will be taught by someone else.

Answer 2

Having the regular instructor and the new or substitute instructor co-teach classes

Question 3

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:

A)In the red
B)In the yellow
C)In the black
D)Ready for cancellation

Answer 3

In the black

Question 4

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

A)Sending out a survey to facility membership asking for feedback
B)Standing at the door after class and soliciting input in person
C)Calling 1-2 class members each week to encourage attendance and solicit input
D)Placing comment cards at the back of the room for people to fill-out on their own timeframe

Question 5

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

A)She can participate but must avoid any bouncing, twisting or high-impact movements
B)She can participate but must avoid any activities that require balance and proprioception
C)She should wait to participate and come back after her postpartum doctor appointment
D)She should wait the standard12 weeks after delivery before participating

Question 6

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?

A)Allowing a service dog to sit next to a class member during exercise class
B)Paying to have a second instructor present to individually guide a blind member through exercises
C)Requiring that the front two rows of cycles (12 cycles) in the indoor cycling room be vacated in order to provide room for a wheelchair
D)Requiring that the pool temperature be raised to >90° so the water temperature is therapeutic in nature

Question 7

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?

A)Establishing an atmosphere of trust
B)Comparing popularity of classes
C)Building group camaraderie
D)Addressing and alleviating class conflicts

Question 8

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?

A)Massaging the cramping muscle
B)Showing the individual how to stretch the muscle
C)Explaining the benefits of massage
D)Helping the participant find the massage therapist on staff to book an appointment

Question 9

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?

A)Using touch to communicate as often as possible
B)Participating in a discussion about another instructor's social life
C)Finding alternatives to touch whenever possible
D)Encouraging out-of-work socialization

Question 10

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?

A)Storing participant demographic information on your personal laptop
B)Posting before-and-after participant pictures on the internet
C)Discussing a relevant medical condition with a participant
D)Discussing participant progress with immediate family members

Question 11

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?

A)Disclosing conflicts of interest in business relationships
B)Obtaining a performance or blanket license for music played in class
C)Providing a user-operated lift for access into the swimming pool
D)Receiving payment for exclusive promotion of a product in class

Question 12

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

A)AIDS
B)Cerebral palsy
C)Loss of vision (blindness)
D)Narcotic addiction