Float Seattle — Sales Training Hub
Float Seattle · Sales Training Hub

Welcome to the Team.

This is your complete sales training system. Work through each module in order. Every section has a training video and reference material you can come back to anytime. Master these and you'll have everything you need to convert a lead into a member.

The Mindset — You're a Float Guide
Your job is to understand what someone's dealing with and show them an honest path to feeling better. You're not closing a sale — you're helping someone start a practice.

There are three things every guest needs to experience for them to want to come back, and your job covers all three:

Connection. They need to feel a real connection between what they're dealing with and what we do. That starts with you actually listening for the pain point and reflecting it back — not running a script at them.

Reality. The float itself has to deliver. Clean studio, smooth check-in, a great session. The experience has to match what we say it is.

Communication. This is where you're the expert in the room. One float is a relaxing reset. Floating regularly is what changes your baseline — more resilience to stress, more capacity to show up the way you want to in life, better sleep. Say it plainly, with calm confidence. Guests trust authority delivered without pressure.

Not everyone commits on day one, and that's fine. But "that's fine" doesn't mean passive. Make sure every guest walks out with all three: they felt connected, they had a real experience, and they understand what floating does. Do that with genuine warmth and real authority, and the memberships take care of themselves.
The Sales Funnel
  • Current ad offer — cold traffic lead comes in via Meta ad. Offer may change — always refer to the live campaign for current details
  • Phone call — inbound or outbound, goal is always to book on the call and get card on file
  • First float — they come in, experience it, staff delivers a 10/10 walkthrough and great experience
  • Intro Series pitch — post-float while they're still glowing: apply today's session toward the 3-Float Intro Series ($179). Complete all 3 within 30 days → 4th float free
  • Membership — after the intro series, convert to $69/mo membership
  • Retention — automated sequences take over, referrals, reviews, re-engagement
MODULE 01
Inbound Call (TI Script)
How to handle someone calling in. Goal: book on the call and get card on file.
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MODULE 02
Outbound Call Script
Calling web leads who grabbed the $20 off offer. Goal: book on the call.
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MODULE 03
Tonality & Delivery
How you say it matters as much as what you say. Energy, pacing, and confidence.
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MODULE 04
Walk-In, Tour & Seed Planting
How to greet, qualify, and walk a first-time guest through the studio. Sets up the entire post-float conversion.
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MODULE 05
The 7 X Factors
The 7 questions that uncover pain points and pre-handle every objection.
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MODULE 06
Objection Handling
Every common objection and exactly how to handle it — step by step.
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MODULE 07
Post-Float Upsell
The highest leverage moment in the entire sales cycle. How to convert after the float.
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MODULE 08–13
CRM Training
How to use the CRM — pipeline, contacts, calls, and lead status updates.
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MODULE 16
Holding Space
When to stop selling and just be present. The moments where getting it wrong does the most damage.
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MODULE 14
Words to Use & Avoid
The language that sells and the words that kill deals. Memorize these.
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MODULE 15
Floating FAQ
Every question first-timers ask. Know these cold — confident answers build trust and make the membership conversation easy.
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Module 01 · Phone Training

Inbound Call (TI Script)

This is for when someone calls Float Seattle directly. They're already interested — your job is to qualify them, connect floating to their pain point, and get them booked with a card on file before the call ends.

Training Video — Inbound Call Walkthrough
Goal of the Call
  • Book on the call — never hang up without a confirmed time slot
  • Get card on file — card holds the spot and dramatically increases show rate
  • Use their name — every single time, from the moment you get it
  • Find the pain point — connect floating to what they actually need before you ever mention price
The Script — Step by Step
Step 1 — Opening
"Thank you for calling Float Seattle, this is [Name] — how can I help you?"
"Absolutely, I'd love to help you with that! Just real quick — have you floated with us before?"
"Perfect — welcome! And like I said, my name is [Name] — what was your name?"
Step 2 — Qualifying (3 questions only)
"So [Name], what made you interested in floating?"
"Have you ever tried float therapy before, anywhere?"
"And what's the main thing you're dealing with right now — is it more stress, sleep, physical tension, something like that?"
Step 3 — Connect & Close
"Yeah honestly that's one of the most common things we hear — and it makes complete sense that you're here."
"Floating is one of the most effective things you can do for exactly that. One float on its own is a really nice reset — but the people who float regularly are the ones who actually start to change their baseline. More resilience to stress. Better sleep. More capacity to show up the way you want to. That's the part we really want to get you to."
"Most people say their second and third floats are noticeably different from their first — your body and nervous system are still learning to let go that first session. So I definitely want to get you in and started. We have availability this week — are you thinking more of a weekday or a weekend would work best for you?"
Step 3b — Lock in the day and time
"Which day would work best for you?"
"Gotcha — and what time were you thinking?"
"Awesome — I've got you down for [day] at [time]."
"And so I can send you any confirmation details — what's a good phone number for you?"
"Perfect — and a good email?"
Step 4 — Card on file
"Awesome! One last thing — we just need a card on file to hold the reservation. You won't be charged at booking. We do have a 12-hour cancellation policy with a fee of 50% of the service value if you need to cancel or reschedule, so we just ask that you let us know 12 hours in advance."
Step 5 — Close
"You're all set [Name]! You're booked for [day] at [time]. Come about 10 minutes early, don't worry about bringing anything — we've got everything you need. Oh and one more thing — do you have any friends or family that might want to swing by with you?"
If They Ask About Price
"We highly recommend people start with our 3-Float Intro Series — that's $179 for three floats and you have a full year to use them. If you get all three done within 30 days you also earn a free 4th float. After that, memberships are $69 a month with discounts on additional floats and a lot of perks. We'd love to get you in for your first float and you can decide afterwards what you want to do — we'll walk through the best options together."
📌 If a caller is specifically referencing the $20 off ad — acknowledge it first: "Yep, you can absolutely book your first float at $20 off." Then mention the Intro Series as the option that includes that float plus two more. Don't bury what they called about.
If they push back on price or commitment: "Totally fair. You can also just book the first float on its own — there's a $20 off discount for first-timers. Either way, we'd encourage you to decide after your first float. No pressure either way."
Module 02 · Phone Training

Outbound Call Script

These are leads who grabbed the $20 off offer online. They raised their hand — your job is to call them quickly, keep it casual, qualify them fast, and get them booked before they forget why they signed up.

Training Video — Outbound Call Walkthrough
Key Principles
  • Call within 5 minutes of the lead coming in — speed to lead is everything
  • "It's just [name]" disarms them — casual, not a sales call energy
  • Move into the question immediately — no small talk, no "how are you today"
  • Assume they're booking — never ask IF they want to come in, ask WHEN
The Script — Step by Step
Step 1 — Greet
"[Name]? Hey, it's just [Your Name] from Float Seattle. I saw that you reached out to us online recently and wanted to see if you've ever been able to make it down to our studio yet?"
Step 2 — Qualifying
"Out of curiosity — what made you interested in float therapy and reach out to us?"
"Have you ever tried float therapy before, anywhere?"
"And what's the main thing you're dealing with right now — is it more stress, sleep, physical tension, something like that?"
Step 3 — Connect & Invite
"Yeah honestly that's one of the most common things we hear — and it makes complete sense that you reached out."
"Floating is one of the most effective things you can do for exactly that. One float on its own is a really nice reset — but the people who float regularly are the ones who actually start to change their baseline. More resilience to stress. Better sleep. More capacity to show up the way you want to. That's the part we really want to get you to."
"Most people say their second and third floats are noticeably different from their first — your body and nervous system are still learning to let go that first session. So I definitely want to get you in and started — we have availability this week and I want to get your spot locked in. Are you thinking more of a weekday or a weekend would work best for you?"
Step 4 — Schedule
"Which day would work best for you?"
"Gotcha — and what time were you thinking?"
"Awesome — I've got you down for [day] at [time]. Let me grab your number real quick so I can text you a confirmation."
Step 5 — Card on file
"Awesome! One last thing — we just need a card on file to hold the reservation. You won't be charged at booking. We do have a 12-hour cancellation policy with a fee of 50% of the service value if you need to cancel or reschedule, so we just ask that you let us know 12 hours in advance."
Step 6 — Close
"You're all set [Name]! Come about 10 minutes early — don't worry about bringing anything, we've got everything you need. Oh and one more thing — do you have any friends or family that might want to swing by with you? We'd love to have them come check it out too!"
"If anything comes up just call or text us here and we'll take care of you. We're excited to have you in — you're going to love it!"
Voicemail Script
"Hey [Name], this is [Your Name] calling from Float Seattle! I saw you grabbed our $20 off first float offer and I just wanted to personally reach out to get that locked in for you. Give me a call or text back at [number] and I'll get you all taken care of. Talk soon!"
Module 03 · Phone Training

Tonality & Delivery

People buy from people they like and trust. You can have the perfect script and lose the sale because of how you sound. This module is about the energy, pacing, and confidence that makes everything else work.

Training Video — Tonality & Delivery
What Works
  • Smile before you dial — it comes through in your voice
  • Slow down on the pain point — show you understand
  • Confident and casual — like you're talking to a friend
  • Use their name often — every 2-3 exchanges
  • Let pauses land — silence after a hook is powerful
  • Upbeat energy on the close — you're excited for them
What Kills Sales
  • Monotone delivery — sounds scripted and robotic
  • Rushing — especially through the pain point
  • Upward inflection on statements — sounds unsure
  • Filler words — "um," "like," "you know"
  • Apologetic tone — especially when asking for the card
  • Talking too much — let them talk, you listen
The 3 Tones to Master
  • Empathetic & slow — use this during the pain point. You're describing something real they live with every day. Don't rush past it.
  • Confident & clear — use this during the solution. You know this works. Say it like you mean it.
  • Warm & playful — use this on the close and the X7 maintenance question. Almost like the answer is so obvious it's funny. "I mean obviously you want to feel better, right?"
Remember
People buy emotionally and defend their purchase with logic. Your tonality is what triggers the emotional response. The script gives them the logic to justify it afterward. Both matter — but tone comes first.
Module 05 · In-Person Sales

The 7 X Factors

These are the 7 questions you weave into the in-person consultation and tour. Each one uncovers a pain point or pre-handles an objection before it ever comes up at the close. Used primarily in person — but can be used on the phone too.

Training Video — The 7 X Factors
How to Use These
  • Don't use as a checklist — weave them naturally into the conversation during the tour
  • Listen fully before responding to each answer — don't rush to the next question
  • Every answer is ammunition for the membership conversation at the close
  • The 3-part sales cycle: Establish the need → Fulfill the need → Close
1
What are you looking to get out of floating? GOAL
"So what are you mainly looking to get out of floating — is it more the stress side of things, sleep, physical tension, recovery, something like that?" Then: "And why is that important to you — what would it actually mean for your life if we were able to solve that for you?"
2
Have you floated before? What have you tried for [X]? PAST EXPERIENCE
"Have you ever tried float therapy before, anywhere?" Then: "And what have you done in the past to try to help with the [pain / stress / sleep] — how well has that actually worked for you?" If nothing's worked → floating becomes the obvious next step.
3
How long have you been dealing with that? TIMELINE
"How long have you been dealing with the [stress / sleep / tension / pain]?" If it's been a while: "So it's safe to say you've been dealing with this long enough — and you're ready to actually do something about it, right?"
4
Is this just for you, or does your spouse want to try it too? SPOUSE
"Is this something you'll just be doing for yourself, or did you have a partner or anyone else who might want to try it too?" If they mention a partner → "Does your spouse know you've been struggling with [X]?" Then: "Cool, well one thing to know — members get a guest pass every month, so once you're set up it's easy to bring someone in for free. Just something to keep in mind."
5
Do you live or work in the area or nearby? LOCATION
"Do you live or work in the area or nearby?" If yes: "Perfect — so this is super convenient for you. That makes it really easy to make it a regular thing." Pre-handles the distance objection.
6
Do you have 1–2 times a month to dedicate to recovery? TIME
"Do you at least have 1–2 times a month you could dedicate to your recovery and actually working on [X]?" This surfaces whether floating realistically fits their life — and when they say yes, they're saying it because it's true for them. That's a soft commitment to a frequency that naturally leads into the membership conversation.
7
Once you start feeling those results — you'd want to keep going, right? MAINTENANCE
"So once you start feeling those results — better sleep, less stress, your body actually recovering the way it should — that's something you'd want to keep going, right?" Deliver this with a smile, almost playful. This lets them articulate the outcome they want in their own voice — and when they say yes, they're saying it because it's genuinely true. That's what makes it a soft commitment that leads naturally into the membership.
Module 06 · In-Person Sales

Objection Handling

An objection is not a rejection — it's a request for more information. Every objection is an opportunity to build trust. Follow the 7-step framework every time and never skip steps.

Training Video — Objection Handling
The 7-Step Framework
  • 1. Listen — fully, without interrupting
  • 2. Repeat — say it back to them so they feel heard
  • 3. Agree — validate before you overcome
  • 4. Isolate — "besides that, is there anything else?"
  • 5. Question the importance — connect it back to their goal
  • 6. Answer & rebuttal — overcome with empathy
  • 7. Confirm & reclose — always close back to the membership
"I need to think about it."
If they haven't purchased yet
Follow the standard objection flow below.
Agree
"No worries at all — I completely understand, this is something worth thinking through."
Isolate
"What exactly is it you need to think through — is it the investment, the timing, or something else?"
Overcome
"You mentioned you've been dealing with [X] for [timeframe]. What's going to be different if we keep putting this off? Now let's look at the other side — what if a few months from now nothing has changed and you're still dealing with [X] every day? But flip that around — imagine you've been floating consistently and your [sleep is better / stress is down / pain is gone]. You feel like a completely different person."
Reclose
"In order to actually start feeling those results, would you be against getting started on the membership today and making that happen?"
If they've already paid for Intro Series or membership
The approach shifts based on where they are in the practice.
Coming out of their first float
"Totally fair. One thing I'd just put on your radar — it actually takes most people two or three sessions before their system fully acclimates to the float environment, and that's where the benefits really start to compound. So whatever you're feeling right now, give it a beat. Stay open and curious. The first float is your introduction. The next couple are where you actually start to notice."
Coming out of their third float or further
"Makes sense — this is a real decision and worth thinking about. The thing I'd point out is that one float can be a relaxing reset, but the people who float regularly — weekly or at least monthly — are the ones who really start to change their baseline. More resilience, more capacity, more feeling like yourself. That's what we're actually trying to help with."
"It costs too much."
Agree
"I completely understand — investing in yourself is a real decision and I respect that."
Isolate
"Besides the investment, is there anything else making you hesitant about getting started today?"
Overcome
"You've been dealing with [X] for [timeframe]. What has that already cost you in how you feel every day, your sleep, your energy, your relationships? Our membership is $69 a month — that's less than $2.50 a day. Most people find it replaces other things they were already spending money on. Imagine a few months ahead — the [pain is gone / sleep is deep / anxiety is manageable]. You feel like yourself again."
Reclose
"Now if you started feeling better — would that be worth making a bit of an investment in your health? Would you be against getting started on the membership today?"
"I need to talk to my spouse first."
Coaching note
This isn't really an objection — it's someone being thoughtful about a decision involving their partner. Don't treat it like a wall to break through. Give them something useful and leave the door open.
Respond
"Totally makes sense. One thing that's kind of cool about floating — you each have your own separate float, but a lot of couples end up doing it together because it's a really nice thing to reconvene over afterwards, both in this calm, present state. And one of the perks of the membership is a free guest pass every calendar month. Your guest just has to be new to Float Seattle and you have to be floating at the same time — so if your spouse is on the fence, that means you could bring them in with you for free in your first month. Just something to think about."
Then stop
Don't ask for the close in the same breath. Let them sit with it. If they want to move forward, they will.
If they still need a push — reclose
"At the end of the day we already know your spouse is supportive — and they're not going to be happy if you're still dealing with [X]. So instead of going home with a bunch of logistics and pricing to go over, why not surprise them with some amazing news that you're finally doing something to take care of [X] and start feeling better again? Now would that be a crazy idea if we did that today?"
"I don't have the time."
Agree
"I completely understand — life gets busy and finding time for yourself can feel like a real challenge."
Isolate
"Besides feeling like you don't have enough time, is there anything else making you hesitant today?"
Overcome
"Would it be unreasonable to set aside just 60–90 minutes once or twice a month for your recovery? That's less than 2 hours out of your entire month. Life is always going to be busy — wouldn't it be better to start building this into your routine now? The great thing about floating is you don't need to do it every day to feel the difference. Even once or twice a month creates real, meaningful change."
Reclose
"Would you be against getting started on the membership today and prioritizing yourself for just a couple hours a month? At $69 your first float is included — let's get you locked in right now."
Module 07 · In-Person Sales

Post-Float Upsell

This is the highest leverage moment in the entire sales cycle. They just floated — their nervous system is reset, they feel incredible, and they're the most open they'll ever be. The goal here is to keep them out of their head and into their body, then naturally move them into the Intro Series. The membership comes after.

Training Video — Post-Float Upsell Conversation
The Path
  • First Float → Intro Series ($179) → 4th Float Free → Membership ($69/mo)
  • Every conversation you have is either moving them along this path — or not
  • Today's goal — convert them into the Intro Series, not the membership yet
  • The seed — most people don't feel the full benefit until session 3. The first float can feel a little funky — normalize that and keep them coming back
The Timing
  • Wait until they're out and settled — give them 2-3 minutes to come back to earth
  • Lead with the check-in line — always — this keeps them out of their head and in their body
  • Let them talk first — their experience is the best sales pitch you'll ever have
  • If there's a shift change — always let the guest know who will be available post-float before they go in
The Conversation Flow
Step 1 — The check-in line (always use this exact line)
"Welcome back — how are you feeling?"
📌 "How are you feeling?" not "how was it?" — keeps them in their body, not their head. Let them share fully before saying anything else.
Step 2 — Connect back to their pain point
"You mentioned before you went in that you'd been dealing with [X] — did you notice anything shift while you were in there?"
Step 3 — Normalize session 1, build toward session 3
"That's honestly really common for a first float — your body and nervous system are still learning how to fully let go. The cool thing is it compounds. Most people say the second float is noticeably different, and by the third one they can't believe the difference. That's actually why we set things up the way we do."
Step 4 — Present both options (which close format)
"So we have two options for you. We have the Intro Series — that's $179 for three floats, and you have a full year to use them. We'll credit today's float into that so you're only paying around $110 — or $90 depending on what you paid today. Or there's the membership — $69 a month, includes your first float, additional floats are $59 each, and your 4th float in a billing cycle is free. If you end up floating weekly it's actually very affordable. We do ask you stay with us for at least three months, then it's month to month after that. Members also get a free guest pass each month if you ever want to bring someone in."
Step 5 — Push toward Intro Series
"Honestly, I'd highly recommend the Intro Series for you — just because we really need to get you to that second and third float. That's where you start feeling the real benefits and where people see the best results."
Step 6 — Which close
"Of those two, which do you think would work best for you?"
Step 7 — ID close to transition into card
"Perfect — if you have an ID I can borrow, I'll make sure all your information is correct and we can get you set up in just a couple minutes."
📌 Even if the info is already in the system, borrowing the ID creates a small moment of commitment before grabbing the card. It makes the transition into payment smoother and less abrupt.
📌 Seed planting — if they don't convert today
"No worries at all — just keep in mind that the first float is really just the beginning. Most people find that sessions 2 and 3 are where things really open up. Whenever you're ready to come back we'll be here."
Membership Details — Know These Cold
  • $69/month — most popular option, best value
  • Includes 1x 60-min float per month
  • Additional sessions at $59 each
  • Float 3x in a billing cycle → 4th float free
  • 25% off non-float services & guest fees — Fire & Ice, IR Sauna, Red/NIR Light
  • 10% off retail & events
  • Free monthly float guest pass — new guests only, same time as member
  • Free extended float sessions — if available upon arrival
  • Free float per 3 paid referrals — using unique referral code
  • Visit any location
  • 3-month minimum commitment
Module 14 · Reference

Words to Use & Avoid

The words you choose change how people feel about what you're saying. Small swaps make a big difference. Memorize these and use them automatically.

❌ Avoid
  • Price — sounds transactional
  • Contract — sounds scary and binding
  • Sign — feels like a commitment trap
  • Buy / Sell / Sold — nobody wants to be sold
  • Deal — sounds unprofessional
  • Package — sounds like a bundle pitch
  • Cheap — devalues the experience
  • Try floating — sounds uncertain
  • Problem — creates anxiety
  • Website URL — never direct to the website in an ad CTA
✅ Use Instead
  • Investment — feels valuable
  • Agreement — feels collaborative
  • Authorize — neutral and professional
  • Experience / Get involved — empowering
  • Opportunity — positive framing
  • Program / Membership — community feel
  • Accessible — removes price fear
  • Experience floating — confident and certain
  • Challenge — solvable, not catastrophic
  • Click the Get Offer button — direct action
Words That Sell
  • "I understand" — makes them feel heard
  • "You're right" — validates their perspective
  • "We consistently see" — confident and specific without overpromising
  • "You'd benefit from" — connects them to the outcome without being condescending
  • "Proven" — adds credibility
  • "Save" — everyone responds to saving something
  • "Imagine" — gets them to picture the outcome
The Golden Rule
People do make decisions emotionally — that's just how humans work. Your job isn't to manufacture an emotion that overrides their better judgment. It's to help them feel what's actually true about floating, which is that it works. Tone, pacing, word choice — all of these matter because they shape whether the guest can feel the reality of what we offer. Not "create a buying state." Let them feel the real thing.
Module 08 · CRM Training

CRM — General Overview

This is your command center for every lead that comes through Float Seattle. Understanding how to use the CRM correctly is not optional — it directly affects how many leads get followed up with and how many convert to members.

Training Video — General CRM Overview
What the CRM Does
  • Tracks every lead from the moment they submit the $20 off form through to becoming a member
  • Automates follow-up — SMS drips, emails, and task reminders fire automatically based on where a lead is in the pipeline
  • Keeps the team aligned — everyone can see exactly where each lead stands and what the next step is
  • Only works if you use it correctly — garbage in, garbage out. Updating statuses accurately is critical.
Your Daily CRM Routine
  • Check the Opportunities tab first thing — see who needs a call today
  • Work through your call tasks — every lead with an open task gets contacted
  • After every call or interaction — update the lead status immediately
  • Log all calls and notes so the next person who touches the lead has full context
Module 09 · CRM Training

The Opportunity Tab

This is where you'll spend most of your time. The Opportunity tab shows you every active lead in the pipeline, what stage they're in, and what needs to happen next to move them forward.

Training Video — Opportunity Tab
Pipeline Stages
  • New Lead — just came in, needs to be called within 5 minutes
  • Contacted — reached them, conversation happened
  • Booked — appointment on the calendar, card on file
  • Floated — came in for their first session
  • Member — converted to $69/mo membership
  • No Show — had an appointment, didn't come in
  • No Sale — floated but didn't convert to membership
  • Cold — multiple attempts, no response
Module 10 · CRM Training

The Contacts Tab

Every person who has ever interacted with Float Seattle lives in the Contacts tab. This is where you find full contact history, conversation logs, tags, and notes.

Training Video — Contacts Tab
Key Things to Know
  • Always search before creating — check if the contact already exists before adding a new one to avoid duplicates
  • Add notes after every interaction — what did they say? What's their pain point? What's the follow-up plan?
  • Check conversation history before calling — never call someone without knowing what's already been said to them
  • Tags tell you where they came from — $20 off lead, walk-in, referral, etc.
Module 11 · CRM Training

The Conversions Tab

The Conversions tab shows you what's actually converting and what isn't. This is how Andrew tracks performance and identifies where leads are dropping off in the pipeline.

Training Video — Conversions Tab
Why This Matters to You
  • Your activity shows up here — calls made, leads moved, bookings created
  • Drop-off points are visible — if leads are getting stuck at a certain stage, it shows here and we fix it
  • Accurate status updates feed this data — another reason why updating lead status correctly is non-negotiable
Module 12 · CRM Training

Making & Marking Down Calls

Every call you make needs to be logged in the CRM. This keeps the team aligned and ensures no lead falls through the cracks. Watch this video before you make your first outbound call.

Training Video — Making & Marking Down Calls
After Every Call — Do These 3 Things
  • Log the call outcome — answered, voicemail, no answer
  • Add a note — what was said, what the lead's situation is, what the next step is
  • Update the lead status — move them to the correct stage immediately
Module 13 · CRM Training

How to Update Lead Status Correctly

This is the most important thing you'll do in the CRM. Every automation, every follow-up sequence, every piece of data in the system depends on lead statuses being updated correctly and immediately. Watch this video twice.

⚠️ Critical — How to Update Lead Status
The Golden Rule
  • Update the status immediately — not at the end of the day, not after a few more calls. Right now, after every interaction.
  • Wrong status = wrong automation — if someone is marked as New Lead when they're actually Booked, they'll keep getting the new lead follow-up sequence. That's a bad experience and it kills trust.
  • When in doubt, ask — if you're not sure what status a lead should be in, ask before guessing
Status Cheat Sheet
  • Just came in, haven't called yet → New Lead
  • Called and spoke to them → Contacted
  • Appointment booked + card on file → Booked
  • They floated, no membership yet → Floated / Considering
  • Signed up for membership → Member / Won
  • Had appointment, didn't show → No Show
  • Called 3+ times, no response → Cold
Module 04 · In-Person Sales

Walk-In, Tour & Seed Planting

This is the most important in-person moment before the float. How you greet, qualify, walk the studio, and plant the right seeds sets up everything that happens post-float. By the time they get in the tank — you should have all the information you need and every seed already planted.

Training Video — Walk-In & Tour Walkthrough
The Mindset
  • Become a Float Guide — not just a staff member — float yourself, know the experience firsthand, answer questions with confidence
  • Connection is the goal — selling the membership is the by-product of connecting with people genuinely
  • This FLOW is a guide — real interactions won't always follow the script. Master the beats and you'll adapt naturally
  • Do your research before they arrive — check the CRM. Know who's coming in and where they are in their journey. How can you best accommodate them today?
Step 1 — Guest Arrival
Greet immediately — smile, make eye contact, introduce yourself
"Hey welcome in! I'm [Name] — is this your first time floating with us?"
📌 Always ask: "First time floating or just first time with us?" — this tells you how deep to go on education during the tour
Have them fill out the guest/liability waiver — use this time to build rapport and start qualifying
"Go ahead and fill this out while I grab a couple things — and while you do, out of curiosity, what brought you in today?"
📌 This is your natural pause. They're sitting, filling something out, and open to conversation. This is where you plant X1 (Goal) and X2 (Past Experience) without it feeling like an interrogation.
Step 2 — Waiver Conversation (X Factors 1–3)
Weave these naturally while they fill out the waiver — not as a checklist
X1 — Goal: "What's the main thing you're hoping to get out of floating — is it more the stress side of things, sleep, physical tension, something like that?"
📌 Listen fully. Validate their answer before moving on. Whatever they say becomes your thread for the entire visit.
X2 — Pain Point & Timeline: "How long have you been dealing with that? Like is this something that's been going on for a while or more recent?"
📌 If it's been a while → "So it sounds like you've been dealing with this long enough and you're ready to actually do something about it — that's exactly why you're here."
X3 — Past Experience: "And what have you tried in the past to help with [X] — what's worked, what hasn't?"
📌 If nothing has fully worked → floating becomes the obvious next step. "So you've tried [X] and it hasn't quite solved it — that's actually really common and it's exactly what floating addresses."
X4 — The Why & Impact: "Can I ask — why is getting on top of this important to you right now? Like what would it actually mean for your life if you could get this handled?"
📌 This is the emotional anchor for the entire post-float conversation. Their answer is what you bring back at the close — "you told me earlier that fixing this would mean [their why]. That's exactly what we're going to get you to."
Step 3 — The Tour
📌 Every studio layout is different — adapt the order to your physical space. The key stops are: waiting area, fire & ice, float pods, their float room. What matters is what you say at each stop, not the order.
Waiting area
"This is our lounge — you're always welcome to come early and decompress here before your session, or hang out after. A lot of people find the post-float glow is worth sitting with for a few minutes."
Fire & Ice — contrast therapy (cold plunge + infrared sauna)
"This is our Fire and Ice area — cold plunge and infrared sauna. A lot of our members combine this with floating for recovery and inflammation. If that's something that interests you, members get 25% off all of this."
📌 If they mentioned recovery, pain, or inflammation during the waiver — connect it here. "This is actually perfect for what you mentioned about [X]."
Float pods
"And here are the float pods — they're bigger than most people expect. The water is about 10 inches deep with 1,000 pounds of Epsom salt so you float completely effortlessly. You're always in control — you can leave the lid open, keep a light on, whatever makes you comfortable."
Their float room — plant the seed here
"Everything you need is in here — towels, earplugs, shampoo, conditioner, body wash. Shower before and after, and just let yourself settle in. There's no right or wrong way to float — just let go of any expectations and give your body the space to do what it needs to do."
📌 Reassure nervous guests calmly: "You're always in control in there — lid open, light on, step out whenever. Nothing is locked." Don't over-reassure, just be steady.
📌 Plant the 3-session seed before you leave:
"One thing I always like to mention — floating works best as a practice, not a one-off. Most people find their first float is a bit of an adjustment. Your body and nervous system are still learning how to fully let go. The second session is noticeably different, and by the third most people can't believe the shift. We consistently see the biggest results with guests who float at least three times in their first month."
Clean close — no pricing, no sales language
"Again, my name is [Name] — I'll be here when you come out if you have any questions at all. Just enjoy it."
📌 If there's a shift change — always let the guest know who will be available when they come out before you leave the room.
The Float Guide Mindset
Your job is to understand what someone's dealing with and show them an honest path to feeling better. The X Factors are how you gather that information. The float is the experience. The Intro Series and membership are what keep them coming back.

Not everyone commits on day one, and that's fine. What matters is that every guest leaves having felt three things: a real connection between what they're dealing with and what we do, a genuine experience in the tank, and a clear understanding of what floating can actually do for them. Do that with warmth and authority, and the memberships take care of themselves.
Floating is Personal — Remember This
Floating is a very personal experience and different for everyone. Reassure guests that they're in control if they're nervous. Guide them to let go of expectations. Remind them to be kind and patient with themselves. This is dedicated time to unplug and just be.
When They Come Out — Give Them a Moment
📌 When someone comes out of the tank they are in a very sensitive, open state. Do NOT rush to them. Give them 1-2 minutes to come back to reality on their own. Match their energy — slow, soft, calm.
"Welcome back — how are you feeling?"
📌 Andrew's exact line — always use it. "How are you feeling" not "how was it." Keeps them in their body, not their head. Let them share fully before saying anything else.
What Comes Next
Once they've had a moment and shared how they're feeling — that's your cue to transition into the post-float conversation. Head to Module 6 — Post-Float Upsell for exactly how that goes.
Module 15 · Reference

Floating FAQ

Know these cold. First-time guests will ask most of these before or after their float. Confident, natural answers build trust and make the membership conversation feel effortless.

?
"What is floating?"
Floating involves lying in 10 inches of water super-saturated with 1,000 pounds of Epsom salt. You float effortlessly like a cork. There's no light, no sound, and the water is heated to skin temperature. Your body relaxes deeply and naturally from the Epsom salt and weightlessness. Combined with the lack of stimuli, the environment helps induce a meditative state. One float on its own is a really nice reset. Floating regularly is what starts to change your baseline — more resilience to stress, better sleep, more capacity to show up the way you want to.
?
"I'm new to this — what do I need to bring?"
You don't need to bring much. We recommend floating in the nude — you have a private room, so it's just you. Honestly, anything you wear in the tank just absorbs salt and can be distracting. But you're welcome to bring a swimsuit if you're more comfortable. We provide everything else: earplugs, towels, shampoo, conditioner, body wash, and there's a hair dryer in the bathroom. For your first visit, arrive 10 minutes early so we can walk you through everything.
?
"How often should I float?"
The more you float, the more you'll feel. Most members float once a week to once a month for general stress and wellness. Our general recommendation is to commit to 3 sessions to get a true sense of what it's all about — you get over the novelty of the first experience and start developing the soft skills for getting the most out of your sessions. Those who float 3+ times in the first month tend to figure out how it benefits them most, and from there a 2-4 float per month practice yields the best results.
?
"My first float felt a bit off / I couldn't fully relax"
Completely normal — and more common than you'd think. Your body and nervous system are learning something new. The first session is really just an introduction. Most people find the second float is noticeably different, and by the third one they can't believe the shift. That's why we always recommend committing to at least 3 sessions before deciding if floating is right for you. Be patient with yourself — it's a skill, and it gets easier every time.
?
"I'm a little nervous / claustrophobic"
Totally understandable — and you're not alone. The pods are much larger than most people expect, and you are always in complete control. You can leave the lid open, keep the light on, or step out at any time. Nothing is locked. Most people who come in nervous are surprised by how open and peaceful it actually feels. Just let go of expectations and let your body figure it out.
?
"What are the benefits of floating?"
Floating is used for stress relief, anxiety reduction, improved sleep, chronic pain management, athletic recovery, and mental clarity. The Epsom salt provides deep magnesium absorption which reduces inflammation and muscle tension. The sensory deprivation environment lowers cortisol, induces theta brain wave states, and gives your nervous system a complete rest. Benefits compound with consistency — the more regularly you float, the deeper and longer-lasting the effects become.
?
"What's the difference between floating and the fire & ice?"
They complement each other really well. Floating works primarily through sensory deprivation and weightlessness — it resets your nervous system from the inside out. Fire and Ice is contrast therapy — alternating between the cold plunge and infrared sauna — which is excellent for circulation, inflammation, and physical recovery. A lot of members do both in the same visit. Members get 25% off all fire and ice services.
Module 16 · Reference

Holding Space

The whole rest of this training is built around moving a conversation forward. This section is the opposite. There are moments when the right thing to do is stop selling and just be present — and staff need to know how to recognize them.

Why This Module Exists
Floating is usually a relaxing reset. Sometimes it's something more. People process things in there — grief, trauma, stress they've been carrying for years. When that happens, a guest comes out of the tank in a tender, open state that has nothing to do with whether they want to buy a membership. Pitching them in that moment doesn't just fail — it can actively harm the experience and damage their trust in us.

We hire for emotional intelligence partly because we want every staff member capable of doing this when it's called for.
How to Recognize It
  • A guest who's slow to come out
  • Quiet, watery eyes, or a sense they're processing something heavy
  • Someone who mentioned a recent loss, a hard medical situation, or trauma before they went in
  • Someone whose energy is clearly not in the "let's chat about pricing" space
  • Trust your read. When in doubt, slow down.
What to Do
  • Slow down. Give them more time and physical space.
  • Offer water, a quiet seat — let them direct the pace
  • Ask "how are you feeling" the way you would with any guest, but actually listen for the answer and follow their lead
  • If they want to talk, listen. If they want quiet, give it.
What Not to Do
  • Don't pitch the Intro Series
  • Don't run the X Factors
  • Don't try to "connect their experience to the practice" in a way that's really just a transition into selling
  • Don't fill the silence with a script
You Still Have a Job
Holding space doesn't mean abandoning them at the door. Before they leave, make sure they have what they need: a clear sense that we're here when they're ready, the information about the Intro Series available if they want to look at it later (a card, an email follow-up, whatever's least intrusive), and the genuine warmth that tells them this is a place where their experience matters.

Sometimes the strongest membership conversion you'll ever have is six weeks later from someone you didn't pitch at all.
The Judgment Call
Most guests don't need this. A normal post-float lobby conversation is the right move most of the time. But the moments where this matters are also the moments where getting it wrong does the most damage.

When in doubt, slow down. You can always pick up the conversation later. You can't unsay a pitch delivered to someone who needed silence.