HWIsupport-retail telephone script

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?

1) Are you serious about losing your weight? (ANSWER)
2) How much weight do you want to lose? (ANSWER MUST BE A Definite AMOUNT) - No problem! (Tell a story relevant to their pound)
3) How long have you had this weight? (ANSWER)
4) Why do you want to lose the weight?

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.
Only deal with SERIOUS people.
If your questions reveal that they are not serious, tell them so and offer to help them once they get serious. Then terminate the conversation.

5) Would you be prepared to commit to a monthly maintenance program to keep the weight permanently off? (ANSWER MUST BE YES)

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.

Great, because mine are _____ and I have lost _____ and/or body fat while still eating those same food types.

· 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

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.

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)

· 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!

• I will follow up with you during the course of the program to ensure that you get results. Let me give you our prices.

• 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?

Our A - Walk to Cape Town is - cost per meal = R4

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.

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)

• 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.

• 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:
1.       Body must have a proper energy balance. You are creating an energy balance that is favorable to losing weight.
2. Body must get nutrition, this cannot be neglected. You are getting the best nutrition available through the program.
3. You must control appetite. When using the program consistently and correctly, your appetite will be suppressed.
4. Your program must be convenient or you will not stick with it. I cannot    think of anything more convenient that can help you get results than Herbalife

· 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.

· 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.