Unit 6

Know how to support clients who take part in

1.1:
Trainers earn their money through clients. Clients pay according to the sessions provided by
the trainer. It is necessary to establish an effective relationship with clients so that they will
get impressed by the trainer and will recommend the trainer to their close friends and family.
This will increase the trainer’s work which is beneficial for financial purposes. A positive
relationship with the client is likely to mean that they enjoy sessions with the trainer and want
to see results for themselves and for the trainers.

1.2:
When a trainer starts giving sessions to the clients or starts working with them in any way,
the trainer represents his brand or the brand of the organization he is linked with. A trainer
should impress the client in such a way that the client can achieve their goals with his help.
For this reason, trainers should show more attention, more enthusiasm, more positivity
towards the client’s activities. Clients should be made to feel confident that they are not
wasting their money by investing in the trainer’s brand.

1.3:
Motivation plays a vital role in achieving goals. The trainers are hired because they provide
support and motivation to their clients which helps the clients in advancing towards their
goals and finally in achieving these goals. People are different, and different personality
types will need different forms of motivation. Some people need the trainer to be kind, super
affirming and high energy, others might need the trainer to be more instructive and firmer in
his interactions. The fear factor might be what motivates them.

1.4:
It's not necessary that the client’s beliefs and religion will be the same as that of the trainer.
Clients have their own beliefs, religion, moral and social values, and the trainer should not
discriminate between clients on these basis. He should treat all clients equally. This creates
a healthy environment. A trainer should adapt to his clients’ needs, respect their opinion and
provide them support.
Sub 2: Understand how to address barriers to
exercise/physical activity that clients experience

2.1:
The following are the barriers clients usually experience during exercise;
➢ Not having enough time to exercise.
➢ Lack of resources.
➢ Lack of ability to perform exercise.
➢ Not having enough knowledge of physical activity.
➢ Financial issues.
➢ Poor mental or physical health.
➢ Unable to perform exercise due to injury.
➢ Not enjoying the sessions.

2.2:
A Client's interest in exercise is very important because if a client enjoys performing the
exercise, he will be able to perform any activity. He is more concerned about his goals and
wants to see himself progressing.
If a trainer is able to find the interest of his client, then he can motivate him accordingly and
can provide him sessions which are beneficial for his goals.
A person is more motivated to start things that he enjoys and proceeds efficiently.

2.3:
To strengthen the client’s motivation and adherence following incentives can be provided;
➢ Free sessions
➢ Free equipment
➢ Free merchandise
➢ Free classes
➢ Education around health and fitness
➢ Setting attainable goals
➢ Positive attitude of the trainer

2.4:
To overcome barriers trainer can use the following strategies;
➢ Constant encouragement from the trainer.
➢ Motivate the client to take full interest in the session.
➢ Ask them to invest their time to see progress.
➢ Set achievable goals.
➢ Boost their morale by telling your success stories.
➢ Give them rewards for improvement.
Sub 3: Understand how to support clients to adhere to
exercise/physical activity

3.1:
A personal trainer helps to encourage and motivate the client to perform certain activities
upto a specific limit. After this limit exceeds trainer’s motivation can not improve the client’s
progress. It is the own will of clients that they want their goals to be achieved. It is their
responsibility to motivate themselves.
If a person doesn’t want to stay fit and healthy, not even a personal trainer or any dietician
can help him. A person has to follow a healthy diet himself to stay healthy and fit. Because a
healthy body and mind can learn things in a better way.

3.2:
The trainer should adopt the following ways to assist clients to develop their own strategy for
motivation and adherence;
➢ Make a plan.
➢ Discuss their challenges/barriers.
➢ Address their challenges and come up with possible solutions together.
➢ Set achievable goals at appropriate time frames.
➢ Keep them accountable.
➢ If a certain programme is not beneficial, make a new programme according to the
client’s interests.
➢ Set SMART goals.
➢ Celebrate them when they achieve/make progress.

3.3:
The following are the different strategies to encourage adherence to exercise;
➢ Plan exercise into your diary/day.
➢ Create a plan at the beginning of your week.
➢ Be accountable to someone.
➢ Suggest going for a walk instead of meeting in a café when making plans with
friends.
➢ Join in with a team sport.
➢ Pack your exercise gear the night before.
➢ Plan to meet a friend at the gym.
➢ Sign up for classes in advance.
➢ Do exercises you enjoy.
➢ Create a friendly relationship with the trainer.

3.4:
SMART stands for, Specific, Measurable, Achievable, Relevant and Time Bound.
It is good to set an end goal – the dream, where you want to eventually be. To ensure you
get there it is also good to set goals along the way. These shorter term goals will help you
stay on track, keep you motivated, help you see and celebrate improvements every step of
the way and ultimately ensure you get to your long term goal. In starting, setting long-term
goals will only be a waste of time. The short and medium goals should be steps you need to
take to ensure you meet the long-term goal.
An example of this could look like this:
❖ Short Term:
➢ Reduce body fat % at each check in (every 4 weeks)
➢ Eat in calorie deficit 95% of the time
➢ Work out 4 x per week
❖ Medium Term:
➢ Increase my workouts to 5 x per week
➢ Include at least assisted 3 sets of 10 assisted pull ups in my workouts 3 x per
week
➢ Focus on ensuring that 25% of my food intake is protein
❖ Long Term:
➢ 1 year
➢ Weigh 60kg
➢ Be able to do a pull up

3.5:
Goals constantly need to be reviewed and revised to ensure they are still realistic and
achievable and to ensure new ones are set when existing ones have been met.
The following are the reasons that may be required for changing goals;
➢ All goals have been reached/achieved.
➢ They are too challenging/not challenging enough.
➢ Injury
➢ Availability has changed.
➢ End goal has changed.
➢ Circumstances have changed.
❖ Short term:
These need to be reviewed regularly as it is likely that you are going to be meeting
these goals on a semi regular basis.
❖ Medium term:
Your medium-term goals are constantly impacted by both your short term and long-
term goals. Your short-term goals help you with putting things in place to create the
habit and then the long-term goal hopefully help you maintain the habit and make it a
lifestyle.
❖ Long term:
Reminding yourself of where you want to be is always good. However, it might be
that as you exercise, get fitter your long-term goals change. Changing the number on
the scales might not be as important as gaining muscle or you may find you enjoy a
particular area of fitness or sport and you want to work on some specifics to enable
you to improve in specific areas.
Sub 4: Understand how to provide ongoing customer
service to clients

4.1:
Client care is vital for securing repeat custom and is also one of the trainer’s highest
opportunities to get referrals. If someone is happy and comfortable with the services
provided by the trainer or organization they will talk about it to friends and relatives, they will
promote the trainer and his organisation without him having to spend a penny. This will save
the trainer’s earnings because he will not have to advertise his work.
Keeping clients satisfied, confident, achieving goals all while keeping a professional but
friendly image is going to be key to growth.

4.2:
Trainers earn from clients. If they don’t feel they are getting what they want they are likely to
go elsewhere. This will impact on the trainer’s repute.
The trainer should offer GREAT customer service, ensuring the client feels important,
listened to, and is able to see himself progressing.

4.3:
➢ Timetables, noticeboard, e-mails to keep clients informed.
➢ Get them to fill in a PARQ form.
➢ Referral professionals (GP, physiotherapist, nutritionist).
➢ Evidence based journals, textbooks and websites.
➢ Customer feedback.

4.4
A trainer should be able to always deliver on what he has promised. This includes showing
up on time, being prepared, sending through programmes/progress reports/information
whenever he has said.
If there is a delay on anything the trainer promised he will do or a time that he is meant to be
somewhere, the sooner he informs the client about that delay, the better.
Clients need to be able to rely on their trainers and trust them and following through with
their promises is a great way to help build a positive relationship and attract referrals through
word of mouth. The trainer should maintain his reputation and professional image.

4.5:
Trainers should exceed customer expectations by the following ways;
➢ Customer needs analysis.
➢ Ensure you acknowledge them when you see them around the gym – stop and have
a chat.
➢ Ask questions and remember what they tell you for next time you see them.
➢ Provide service over and above what is expected.
➢ Follow the organisation's procedures.
 ➢ Give the clients extra time of the session.

4.6:
Clients should be able to complain about anything. They should be encouraged to do so. In
this way, they can share their point of view with the trainer which is beneficial to maintain a
good relationship. If a complaint is not dealt with well, you could lose a client and with that,
you are also going to put your career in danger. If a client gives a bad review of your service
or your organization's service.
If a complaint is dealt with well, the hope is that the client feels listened to, valued, and
happy to continue with the service. Even if they don’t continue with the service, they will
leave knowing their issue came to a satisfactory resolution. Each client's complaints should
be handled professionally, privately, and positively with trust and respect.