FOLLOW UP! FOLLOW UP! FOLLOW UP Follow up is literally the “GOLD” in our business. This is what leads directly to referrals, which leads to increased business for you without increased advertising costs Basically, if you take good care of your customers, they will have no hesitation to send their friends and family to you. We recommend using Herbalife ‘s Customer Care program - it has everything you need to do excellent follow up with 30 customers (charts, scripts, troubleshooting, etc.). There are a couple of items to include with each new retail order that will make follow-up easier to do: 1. Customer Care Personal Workbook (available from Herbalife International) 2. Tape Measure (available from Herbalife International) 3. Results Speak for Themselves Video (will instruct and UPGRADE your customer Available from HWI) On loan so you can pick it up & give it to someone else. 3. Small Tablet Box (if desired), powder container, mini mixer (available from Herbalife 4. Voucher with discount offered on purchase of next order. 5. Order form. There are some simple steps to follow that will ensure good results (providing your customer also follows their steps). Once you have given your customer instructions on taking the products, use these steps to help them get results. REMEMBER, it is the customer’s responsibility to get results; you are there to support them, but you cannot do it for them. Track your customer’s progress Keeping a progress chart on your customer accomplishes a couple of things. First, it is the most effective way for you to know when and if a program needs adjusting and how your customer is doing. Always be quick to point out their successes. Secondly, it helps keep your customer accountable - the customer who knows you are also tracking their progress is the customer who will tend to be more consistent in their product usage. Herbalife‘s Customer Care program includes a Personal workbook for your customer as well as one for you to keep on each person (1 packet services 30 customers). The recommended follow up schedule is right on the progress chart. Use the script provided in this section to know that you are looking for on each call (this information also in the Customer Care Guide from Herbalife). Set up an actual follow up appointment to talk to your customer by phone. Follow up is easier and more successful if you set a specific time to talk - AND KEEP THE APPOINTMENT - than if you leave it vague and waste time playing phone tag. The most important part of building credibility with your customers is to call them when you say you will (or be available when you have told them to call). Ask for referrals Most customers do not think to offer referrals unless you ask. The sooner you start this in their follow up, the better. A good guideline is that the minute they start to see a result, ask who else they know that you might help together to lose weight. Some people offer a referral incentive with a time limit built in. For example, you may let your new customer know right at the start that you have a referral program that can save them money. If they give you five referrals within their first three weeks on the program, you could give them a free program that equals the average of the referrals. Another option is to offer a 10% referral credit towards their next order, again with a time limit in place. Knowing how to do an effective sales presentation is a must. There will always be those potential customers who will want to meet with you one-on-one before they commit to starting a program. Following is a basic guideline to follow when doing a face-to-face appointment. Do your best to follow it and practice first on a friend or family members so that you will feel more comfortable when it’s time to meet with a potential customer. (Practicing on people you know can also bring you some of your best customers!) It is recommended that you invite the potential customer to your home office and do the presentation there, but you can also adapt this for visiting a customer’s home or office. The Set-Up Before your prospect arrives, have your table set up for the presentation. This is absolutely critical for the success of your sale. This is exactly how you want to group your products (1 of each). Wherever you see space on the page is where you want to put space within your display. Sitting out next to the display: Customer Checklist Small Tablet Box Product Brochure Retail Video Measuring Tape Advanced Energy Guide Your Before/After Photo Work From Home booklet Receipt What to do when the customer comes in 1. As soon as they arrive offer them some tea. Ask them if they prefer their drink hot or cold. This way they give you a specific answer rather than saying “no” to be polite. You want them to drink the tea so they can actually feel the product. 2. You can mix 1 tsp. NRG tea with 1 tsp. Thermo Concentrate and Liquifruit. This makes it taste exceptionally good and not so strong. 3. Go through the five Standard Questions to build rapport and determine your customer’s needs. · Are you serious about losing weight? · How much do you want to lose? (No problem! This is definitely going to help you!) · What have you tried before? · Why didn’t that work for you? · What is your main reason for wanting to lose weight right now? 4. Next, say, “What I’m going to go over is our Deluxe Program, just so you can see all the products we have. Then we’ll determine what products are the best for you and what fits your budget.” Explaining the programs (30 to 60 seconds) “So, let me tell you about the program. . . .“ (Put your hand over each of the product groupings - DO NOT PICK UP ANY OF THE INDIVIDUAL PRODUCTS!) “This is your daily nutrition. This gives your body all the nutrition you need on a daily basis, plus it will help you lose your weight faster, and you’ll keep it off- permanently!” “These products together do three things. They will: 1.Burn Fat, 2.Block Fat, and 3.Totally control your desire for high fattening food.” “Now, this is your cm loss
package. This will get rid of those stubborn cm’s immediately!”
Give a powerful testimonial - show them where you lost your
inches and be totally enthused! Or show them pictures of other
people. You can get started on this or any of the other programs we have.” (Use the “take away” method to reduce programs, i.e., “Now if we take away the NRG, it’s only _______. If we take away the inch loss package, it’s only R and if we take away the fat blocking product and the 24 hour a day fat burning products it’s only . You’ll still burn fat during the day, but not when you eat, sleep and cheat.” Retail Telephone Script. Ideally, it is best to make an appointment to see the customer (without telling them too much over the phone) as it is easier to make the sale in person. But if that is not possible here is a great retail script for over the telephone. If you want to make an appointment still use the first part of this script as it will pique their interest. Part 1 Hi, my name is _______________ I am returning your call in connection with the weight loss advertisement. Can we talk now for a few minutes or is it an inconvenience? Great, now before we get started I need to ask you a few questions: 1) Are you serious about losing your weight?
(ANSWER) You need to learn to
listen carefully to the answers to these questions. If someone
has been trying to lose for five years and his or her reason is
“I’m tired of being fat,” that is not a real reason. Why
haven’t they tried last year or the year before? They have to
have a real reason to have a change of heart (See Tips
enclosed). If the answer isn’t strong say, we have found
without a decent reason WHY, people will not have the discipline to take
these products properly and lose the weight. We don’t want to
waste our time or have you waste your money if you don’t have a
strong reason to keep you motivated. Does that make sense? Why
don’t you think about it and call us back when you have a
reason that will be strong enough to keep you motivated. (Do
not tell them about our products if they do not have a good
reason and motivation to lose.) This will help to avoid
rejection and wasting your time with candidates that are not
serious. 5) Would you be prepared to commit to a monthly maintenance program to keep the weight permanently off? (ANSWER MUST BE YES) Part 2- Only for SERIOUS People Now that I know that you are serious, you obviously want to get started immediately? (ANSWER) Excellent! Now let me tell you about our programs. I market a program called Thermojetics, which is made by Herbalife International Have you heard about it? (ANSWER. If positive, say GREAT! If negative, say GREAT!) Great! Well, let me tell you a little about it. Our products are all natural and safe for absolutely everyone. They have been put together by the world’s leading doctors and scientists. You even get to eat your favorite foods while you lose the weight. What are your favorite foods? (ANSWER) Great, because mine are _____ and I have lost _____ and/or body fat while still eating those same food types. There is no: · Calorie counting or special menus · No weighing or measuring · You do not even have to exercise · Our products will help you target your energy levels so you will never have the energy blues again. Now, let me tell you specifically about our three different programs. We have A, B and C programs. Let me compare the programs by comparing three possible ways to Cape Town You could WALK - A DRIVE - B FLY - C The more expensive the program you select, the faster and easier you will lose the weight. It is up to you to choose how comfortable you wish to be. We have three flavors. Vanilla/Strawberry/Chocolate. Which flavors do you like? (ANSWER) Now, you said you had _______ kgs. to lose. Well, you can expect to lose 2 - 5kgs. per month depending on how strictly you use our programs. So, you will commit to at least _______ months on our program. Thereafter, you will need to commit to a maintenance program, which will keep the weight off permanently. Is that OK? (ANSWER) OK, let me explain to you how you would use our products: · You would take herbal tablets three times a day. · Do you like fruit juice, yogurt or fruit salad? (ANSWER) · You would replace two meals per day with our nutritious protein powder, which is not a milkshake. Milkshakes are still sitting in the chemists, because they don’t work. Our products are all over the world because they are not milkshakes! Now, the nutritious protein powder can be taken in fruit juice, yogurt or even fruit salad. This is the type of program used by astronauts in space. As you know, astronauts can’t eat hamburgers and NASA can’t allow them to get sick. So, our programs give perfect nutrition, which is why you don’t feel deprived, hungry and miserable, like on normal diets. · You would take our Thermojetics which will boost your energy and burn that fat, and shrink you in all the right places. It’s amazing! · You will eat your favorite foods ______________ (repeat his/her foods) for a meal a day. And you will lose weight like crazy! • You will absolutely love the convenience and extra energy. • I will follow up with you during the course of the program to ensure that you get results. Let me give you our prices. • Before I do, I need to make you aware of a few things. • Firstly, I am not here to be a nice or a good sales person. Why? Because we offer money back guarantee on our products, so if I feel at any stage you are not using them seriously, I will take them back. It does not pay me to sell products if you are not serious. Don’t waste your money and my time! Is that OK? (ANSWER) Great, because I’m very serious about what I do! You can put a price on cars, jewelry, clothes, but you can’t put a price on your health. Once you lose it, it is gone, and then it’s too late. · Now, have you got a pen and paper
handy? B - Drive to Cape Town is - cost per meal = R6.30 C - Fly to Cape Town is - cost per meal = R12 Now, what can you eat for R12 that has everything that your body needs in a balanced form? (ANSWER) *And our maintenance program is R239.OO per month upwards, depending on the products you use. Now, when you first hear those prices you need to remember you will be replacing two meals per day, so our cost per day is between R8 and R24. Which program are we getting you started on! (ANSWER) Now, we take check, cash and credit card. How would you like to pay? (Offer a deal if they buy all programs up front) Congratulations! The sooner you start, the sooner you lose the weight! (Arrange for overnight delivery and funds to be put into your account then send products in the overnight mail.) (NB: prices are based on calculations made in our Customer Order form which you will find in this manual) Tips and Examples of Good Why’s (When you ask them why they want to lose their weight.) • Because I am getting married next month and I don’t fit into my wedding outfit. • Because I am going to Hawaii next month and I look fat and disgusting in my bikini. • I have a new girlfriend and she doesn’t like me fat. • Because I just got back from the doctor and he says I am going to die unless I lose weight. • Because I am training for a triathlon and I need to drop the weight to be able to compete. • Because I have just had a baby and I have never been overweight in my life before. SETTING UP A CUSTOMER: (Before they start) · The product works every single time. · To lose weight, you need to lower your calorie intake (explain calorie content of shake). · Your main meal can be anything that you would like, just cut back. · Only three reasons why you would not get the results you are looking for: 1. not using properly 2. not taking consistently 3. cheating way too much · If you are not getting the results as fast as you would like, take a look at four things: 1. what mixing shake with 2. what is your main meal 3. what snacking on 4. what you are drinking · Weigh and measure regularly. · Nutrition is the basis of all treatment, and you are achieving weight loss through good nutrition, and your also giving the body its best chance of leading a healthy life. · Set up a follow up schedule. (Pay them to follow up with you.) (optional) Day 1: · Did you watch the Retail video? Isn’t it great! I’m personally on all of the products now and I just love it! Are there any additional products you want to personalize and complete your program? · Let me cover briefly the laws of weight
loss: · How did you make your shake? · How is your appetite? · What time did you take your tablets? · How thirsty did you feel today? · What time of day did you weigh? · What size are you in right now? · Who have you told you are starting a new nutritional weight loss program? · You should notice a significant increase in your energy level and a increase in you appetite within three to four days, so we will need to talk again then to make sure we do not need to make any adjustments for your body type. So, concentrate the next few days on how you feel, the combination of increased energy and decreased appetite helps to increase your metabolism, only then can you start seeing the weight loss. · Do you have any questions? Day 3 · How many shakes did you have today? · When did you eat your main meal? · Have you noticed any detoxification signs? · What have you noticed about your energy? · What have you noticed with your appetite? · What schedule have you created for your nutrition program? · How much water are you drinking on a daily basis? Water is our most important nutrient. · If time allows, go through the Customer Profile if not previously filled out. · Go over Customer Profile information. · Remind them about the referral program. · Do you have any questions? · Remind about referral program. Day 5 · How are you feeling? · did you see any other products in the catalog, like Lipo-bod that interested you? I noticed on your profile that …… Remember, that if you are serious about losing your weight, then you do want every advantage possible, so I can really help you to complete and personalize your program. Go through the targeted products as well - “You may think of other people who need these products as I am going through them.” · Has anyone asked about what you are doing? · Do you have any questions? · You should feel good about the steps you are taking toward your weight loss goals. · What is your favorite shake/powder combination? · How is your energy level? · How is your appetite control? · How about other results that you weren’t even expecting, examples: Improvements with fatigue, cravings, sleep habits, stress, cellulite, bloating, mood swings? · What is your favorite part of your new program? · What do you generally have for your main meal? · Who do you know who would like to lose weight or have more energy? Who · Are you ready to refer? · Do you have any questions? · Remember, what is important is what you do consistently - the results lie in consistency. Day 15 · How do you take your products? · How many people have commented on your weight loss and energy level? · How do you feel your overall health has improved since you started your program? · Are your clothes looser now? · How many of your friends are ready to lose weight? · Remember that you are also doing the best thing you can for your health by giving it better nutrition, but I also noticed on your profile that.... and you need this · Do you have any questions? · You should be running low on some of your products, you want to stay consistent - get a 20% discount on a reorder of your full package. Day 25: · Ask results. · Have you spoken with anyone about the products? · Do you have any questions? · Thanks, _____________, and listen, maybe you can help me out with something else. We’re always looking for some part time help. It’s basically returning phone calls from your home, telling people about our programs, and arranging to get them programs. Who do you know might like to earn an extra $50.00 - $200.00 dollars a day, working around two hours a day? · Do you have any questions for me? · Expect your weight to plateau, it is normal because your body needs to make many adjustments when losing weight and it will release weight only when it’s ready - the most important thing is to stick with the program. Future Follow Up · How are you doing on your program? · Still have lots of energy? · How’s your appetite been? · What are your new measurements? · What’s your weight now? · Are you happy with the program? · Great. Who else do you know who might be looking for a weight loss program that works? · Thanks. Oh, and did you think of anyone who would like to earn R2000 – R5000 a month working part time with us? I would really appreciate your help. · Do you have any questions? · Are you happy with your progress? · So, what are you willing to do to make it better? |