Beruflich Dokumente
Kultur Dokumente
Part 1. Main provisions and goals 1. 2. 3. 4. 5. Main provisions and goals ..................................................................................................... 3 Chart of building a customer base and attracting new distributors .............................. 4 Chart of a meeting ................................................................................................................. 5 Weekly and monthly plan...................................................................................................... 6 From customer to GET Team: 12-month plan of action .................................................... 7
Part 2. Meetings with customers 1. 2. 3. 4. 5. 6. Whom to address, and how, in order to start acting ........................................................ 8 Formula 1 shakes tasting meeting ........................................................................................ 8 Personal care meeting.........................................................................................................14 Nutrition and weight loss meeting ......................................................................................19 Repeat addresses to people you visited once ................................................................25 System of customer incentives - Herbal Cash .................................................................26
Part 3. Building a customer base and attracting new distributors 1. 2. 3. 4. 5. Weekly and monthly plan ..................................................................................................27 Wellness Club .......................................................................................................................28 Keeping in touch with Club members..............................................................................28 Club meetings day..............................................................................................................29 Business lunch .......................................................................................................................32
Part 4. Customer follow-up 1. Customer follow-up .............................................................................................................33 2. How to help customers to deal with problems and situations .....................................35 3. Successful Business Building Tips for Distributors...............................................................36 Part 5. Building an organization 1. 2. 3. 4. Major steps............................................................................................................................38 From customer to GET Team: 12-month plan of action.................................................39 Active World Team ..............................................................................................................40 Monthly chart of distributor activity ..................................................................................41
Main provisions
Total Plan is a daily plan of work, which provides you with the ability to:
1. 2. 3. 4. 5. Schedule meetings in an easy and effective way Get many hot leads/referrals Sell products and build a customer base Attract new first line distributors Effectively train new distributors
Attention!
In this manual you will find texts for scheduling and conducting meetings, which were created and tested by successful distributors in various countries. To achieve success with Total Plan, you need to follow closely the scripts (adapted to your local circumstances, if necessary) and principles outlined in this manual. Following these scripts and principles becomes even more important for duplication and successful organization building. We recommend you record your phone calls and meetings and compare them with the texts in the manual. It will help you to identify and correct your mistakes. Besides, you can also ask your sponsor to listen to the recording and make the necessary adjustments.
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Attention!
Find our beforehand what flavors the persons doesnt like, e.g. chocolate or wild berry and make more various shakes with those flavors he/she prefers. And visa versa, kids, as a rule, like the chocolate flavor. Prepare them a chocolate shake with milk and ice in the blender they will love it. Show the survey and say, You: Helen, please give your opinion on the scale of 1 to 4 in this survey. (Dont get distracted by other topics and dont let them distract you: if the person wants to talk about Herbalife, tell him you will gladly discuss it later, and now youd better finish with the tasting). While preparing shakes, say the following, You: Helen, please complete your info in the frame below, and meanwhile I will tell you about the shakes.
Plan of building the business
Nutritious protein- and vitamins-rich Shapeworks shakes are a useful balanced meal in a cup. Formula 1 includes easily digested quality proteins, carbohydrates, vitamins, minerals, fiber, and herbs. Thats why this shake is an ideal nutritious breakfast, which is prepared in a minute and contains only 200 calories. Breakfast with a nutritious Formula 1 shake helps to supply all vital nutrients during the day. We all know the importance of proper nutrition. Even our pets receive the best balanced nutrition. But we sometimes forget about ourselves and our kids. (If you have a packaging from the pets food, show it to confirm that it includes all the vital nutrients). While they are tasting, say, My family and I have been drinking these shakes in the morning for years. Its simple, satisfying, cheap, and most important, very healthy. Then Helen gives her opinion of various flavors. After that you say, Our Company has launched two new flavors into the US market: cookies and creme, and cappuccino. Which of them would you like to see here? She marks in the survey. After that turn the survey over and say, You: Helen, I need to conduct about 100 such meetings and would be very much obliged if you could help me. Please write down 10 your acquaintances, preferably in this area, with whom I could meet. Later we will complete Notes together. Show your file with other referrals. Put the surveys with 10 and more referrals on top. While Helen is completing the list, be quiet and dont interfere, wash the blender and sit aside. After Helen completed the list of her acquaintances, you can ask some leading questions to help her remember some more. You: Helen, are there any housewives in this list, so I could schedule a meeting before noon? (Etc). Helen:. If Helens list is less than 5 people, ask, You: Helen, please tell me about Jane here. Helen: We work together. (Enter this into Notes in the List of Referrals) You: I see. Is there anybody in your office besides Jane, who could give his/her opinion or could be interested in improving health/nutrition or losing weight? (Etc) Attention! Remember that you need at least 5 referrals, and 10 would be even better. If she wants to give you more, its great. Dont interrupt her until she finishes writing. You: Helen, thank you for the referrals. Lets complete Notes. You complete them yourself. Say the following, I will ask you some question to get to know more about the people you recommended.
Questions:
Relationship Age Area Needs to lose weight or not Has any health-related problems that he/she wants to solve
You: Helen, I would like to draw your attention to the ingredients of Formula 1. It contains all the nutrients vital for the human body. (If the person shows increased interest, go through the ingredients quickly). You: To sum up, this shake is the best nutritious solution. Just 3 minutes and you have a breakfast ready for the whole family and it costs only per person.
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You: Helen, would you like to include these shakes into your daily menu? Helen: . Attention! Teach Helen to prepare full shakes (300-500 ml) for all the family members. Close the deal and receive the payment. Leave product catalogue and your business card.
Attention:
Dont forget to leave your business card, a product brochure and a Herbal Cash voucher.
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Call by referral
You: Hello. Can I talk to Jenny? Hi, my name is Peter. I got your phone number from your cousin Helen. Can you talk now? (If not, schedule another call). Jenny, we are conducting a marketing research of exclusive personal care products. I need to collect 40 opinions this month. I have already collected some among my close friends and relatives, and Helen was among them. She liked the products very much and recommended you as a person who could give an unbiased opinion. If you agree to help me, I will bring our products; you will try them and give your opinion. I will need approximately 30-40 minutes of your time. Can I count on your help? Jenny: Sure. You: Great. I appreciate it. What is the best time for you? You: Please write down my mobile number. I will call you a day before to confirm our meeting, OK? You: Good-bye and see you.
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Attention: If you have the NouriFusion products in your country, make the necessary
adjustments of the script below.
NM cleanser (for all types of skin) NM toner (for all types of skin) Mystic Mask Radiant C Daily Skin Booster Rejuvenating day creme Skin Activator Eye Lift Day Defense Night Companion New products
Note: You need to have the rest of the personal care products, but dont use them in the survey. You will
need them after the testing is over and you receive opinions, referrals and basic personal care products orders. If the situation is favorable for presenting other personal care products, use the opportunity; if not schedule another meeting. Take care of your appearance you represent an international company with an annual turnover of $2 billion. Look businesslike. All details are very important: clothes, footwear, hairdo, make-up, deodorant, nails, smell from the mouth, etc. Dont wear ostentatious jewelry that may detract the customers attention. Dont be late its a bad start. Come 5 minutes before the scheduled time. Thank the person for agreeing to participate in the survey Ask for permission to use the bathroom to wash your hands Start without delay During the conversation sit across from the customer, preferably at the table Ask to switch off the TV If the atmosphere is strained or the customer is in a hurry, re-schedule the meeting If the customer agreed to meet you at his work place and you see that the atmosphere is not very accommodating, limit yourself to showing several pictures and products and schedule a meeting at home in more favorable surroundings. Offer the same opportunity to all his/her colleagues.
Attention!!!
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Great! (Pay attention to the products that are about to end, and what products are missing. Do not make any critical remarks about her cosmetics.)
Cleanser. (You should have three cleansers and three toners for various skin types)
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You: Helen, lets start with cleaning your face. Squeeze a little into your palm or a cotton pad, apply to your face in circular motions and then wash away with warm water. The cleanser easily removes makeup and dirt and is intended for everyday gentle skin cleansing. You know that it is impossible to remove dirt with water, and soap is not good for face skin at all: it dries the skin and removes its protective layer. You: What are you feeling? Hows the skin? What about the smell, texture, absorption? (Ask these questions while testing each product, and write down the answers in the survey form). Now your face is totally clean! Helen washes away the cleanser with warm water or a moist cosmetic pad.
Toner
You: The toner soothes and tones the skin and removes irritation. Moisten the pad with the toner, and apply it to your face and neck in circular motions.
Mystic Mask
You: The Mask helps to remove dead skin cells and dirt and softens the skin. Helen, squeeze a little into the palm of your hand and apply to one half of your face, in circular motions, avoiding the area of eyes and lips. Lets wait for 8-10 minutes while the mask dries up and then wash it away with warm water. Apply the rest of the mask to your arm. After a few minutes: Do you feel a slight tingling sensation? Its the mask penetrating inside to clean the outer skin layer. While the mask is drying up, sit opposite the person. Lets start completing the survey form. After completing her personal information, ask Helen to give her opinion about the products she has already tried. Wash away the Mask and write down the result. Do the same with the other half of the face. You: Pay attention to the pores, fine lines and the complexion. If you see any changes, tell me and I will write it down. Now touch your face with the back of your hand. Helen, do you feel the difference in freshness and resilience between the right and the left parts of your face? Helen: Yes, I like it. Toner: Apply to the part of the face where you applied the mask earlier. Apply the Mystic Mask to the other half of her face. You: Helen, squeeze a little into the palm of your hand and apply it to the other half of your face.
Note:
While Helen is writing down the list of her acquaintances, be quiet and dont interfere. After she has done it, you can ask some leading questions to help her remember more names. You: Helen, do you know anybody living in to save me some time? Helen:. You: Helen, are any of your acquaintances housewives? I could visit them in the daytime. (etc)
Plan of building the business
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You: Helen, who is Susan? Helen: We work together. (Write it down in Comments in the Referrals list) You: I see. Is there anybody else in your office besides Susan who would agree to participate in the survey? (Etc.) Remember! You need at least 5 referrals, 10 would be even better. If she is ready to give more, its great. After 10 minutes Helen washes away the mask from the other half of her face. Dont interrupt her before she finishes writing down the referrals. Toner. Moisten the pad with the toner and apply it to the part of the face that you cleaned with the mask.
It sooths and removes puffiness around the eyes, improves the skin around the eyes and moisturizes it. When applied regularly, it also helps to solve the problem of black spots under the eyes. Helen, with your ring finger apply a small amount of gel from the outer corners of your eyes towards the inner ones. After you have cleaned and toned your skin, use Skin Activator.
The cream moisturizes the skin at night when the body is resting. It restores, softens and freshens the skin helping to sustain its healthy natural look. Apply the cream in an upward motion to your face and neck, throat area and the back of your hands. After Helen has finished writing down her opinion, take the survey: You: Helen, thank you for an unbiased opinion. Now lets complete the Notes section. Then you yourself write down the Comments and say the following: You: Helen, I will ask you several questions to fill in the Comments and learn more about the people you referred.
Questions:
What is your relation to the person? Age Place of work Married, any children? Husbands occupation Where does she live?
Plan of building the business
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Attention:
Dont forget to leave your business card, a product brochure and an Herbal Cash voucher.
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For example, at 20 the customer weighed 60 kg, now at 40 he weighs 85 kg. Draw a curve depicting his weight gain.
(The weight might not have been gained gradually, but as a result of a specific event, for example, childbirth or illnesses. Without going into details mark this on the above chart).
Optimal weight for men and women, based on their height and build
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Explain the reasons why many diets and starvation fail to achieve results:
Our body consists of a hundred trillion cells and it daily needs the whole complex of nutrients which we are supposed to get with our food. Does it actually happen? In our regular nutrition there is an excess of harmful substances, while on the other hand, we lack many nutritional elements our body requires. This sort of nutritional imbalance leads to numerous health problems and excessive weight Pesticides, deteriorating environment, industrial food processing negatively influence the quality of our nutrition Gastrointestinal track illnesses, drug use, alcohol and smoking, bad nutrition and stress substantially diminish food absorption, which is poor in nutrients anyway. Its no wonder our cells start malfunctioning.
All the above shows that instead of helping us to lose weight effectively, simple dieting or hunger only aggravate the deficit problems (imbalanced nutrition), so people find themselves in a vicious circle with no easy way out:
If you keep on sticking to your eating habits you risk gaining another 20-30 kilos by the age of 60.
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Such excess weight along with your life style and eating habits, may lead to serious health problems by the age of 50-60: cardio-vascular diseases, diabetes, etc. Now is the right time to change the situation. On average, a person can safely lose 3-5 kilos a month. Therefore, in order to lose 25 kilos you need at least 5 months of weight loss program and 5 more months of weight maintenance program for your body to forget its old weight and metabolism and to get used to the new weight and metabolism. Using the chart below, find out the length of your weight loss and weight maintenance program.
Now is the time to ask your customer a question: Would you like your life to follow the first scenario (red on the chart) or the second one (green on the chart). In other words, would you like just to lose weight or would you prefer to lose all your extra weight and never gain it again?
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We will be working with you throughout the program and help you achieve the desired results. Choose the most suitable program for your customer and show it visually on Weight Loss and Maintenance Chart
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Q: Its very expensive for me. A: No problem. You can go from Seattle to Miami by first class, business or economy class. You can also fly in the luggage compartment. What is important is to be on board the plane and reach your destination. If you have no money for any of our programs, lets start with the simplest and least costly the Basic program (if your customer cannot afford the Basic program, start with the minimum 6 cans of Formula 1 and 3 bottles of Formula 2) Q: I heard that if I sign the contract with the company I will be able to buy products at lower prices. A: If you want to become a distributor, i.e. sell our product, Ill be happy to tell you about our business opportunities. You will become a distributor, will attend our seminars and trainings. You will be enjoying the following distributor benefits: you will earn retail income, buying products with a discount, and you will build your distributor organization. You will be responsible for your own weight loss results as you will be a distributor and not a customer. If you do not plan to be in Herbalife business then I can show you our customer price-list. The prices include the cost of the products and customer care service during the entire period while you are using the products. You have to decide what you would like to be a customer or a distributor. I will be happy to help you with either of your choices.
Attention:
Dont forget to leave your business card, a product brochure and a Herbal Cash voucher (see p. ).
Important: Offer these people to participate in Shapeworks Formula 1 shakes tasting. It is a unique opportunity to return to all those people again.
Besides, invite them to a Customer day or Business lunch.
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Keeping in touch with customers Creating a Customers Club and attracting customers for participation in the Club events, the major of them being weekly Customer day
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Wellness Club
The concept of Wellness/Nutrition Clubs has been successfully spreading all over the world. More than 20,000 Clubs are functioning in various countries. Distributors, who operate such clubs, show steadily growing results in retailing, customer retention and attracting new distributors from among customers Club members. Clubs aims and goals: developing and keeping customer base; creating an environment for customer socializing; customer recognition; attracting most active members into business.
A Club can be created and operated by any supervisor by himself or joining forces with 2-3 other supervisors. Usually, a Club consists of 2-5 supervisors, their distributors and customers. The number of the Club members can be from 10 to 200 people and more. If regular participation in weekly Club events exceeds 50 people, the organizers may consider the option of splitting the Club into two.
Members of the Club meet weekly. As a rule, such event lasts 2.5 hours and can be called Customer day or anything else. The more attractive the event is, the more Club members participate. Your goal is to increase the number of members regularly attending weekly meetings. All the expenses are covered by distributors. These weekly meetings can take place in a local caf, restaurant, office, club, or your home. (See more detailed information about weekly Club meetings/Customer days in Distributor manual: Plan of building the business, November 2005, p.) Major elements of the weekly Wellness Club meeting Guests arrive, light refreshments Getting to know each other Main topic Customers and distributors results Shakes tasting Customers recognition Closing the event, individual meetings with customers Each meeting has its main topic: Into the New Year with a new body Proper nutrition concept Weight management Healthy breakfast for the whole family Be your own cosmetologist Free radicals and how to fight them Healthy nutrition for kids Any other topic taken from Herbalife Today. You can create a list of topics for several months ahead it will help you in preparing and promoting the Club events.
Once a month all the Clubs in the city gather together for a joint big event. Such an event is being promoted during the whole month. All customers, distributors and friends are invited. The scenario is being prepared in advance. Flyers promoting the next such event are distributed at all meetings and trainings during the month. Inexpensive tickets are sold for this meeting. Each monthly meeting of all Wellness Clubs may have its own special topic, e.g., Autumn ball, Christmas ball, Generation H party, Rock-n-Roll party, 60-ies style party, etc. The major elements of the gala event are similar to those of the weekly event. The largest part, though, is an entertainment program: music, dancing and, maybe, some invited performers.
With every purchase present the customer with a 10% voucher from the order cost. Explain to him/her that having accumulated $25 worth of vouchers he can pledge them at one of customer events. Together with the voucher present him/her with an invitation to the next weekly meeting of the Club. In this way, your customers will accumulate several vouchers after some time, and to pledge them they will have to attend Club events. This will result in growing retail sales and in a large time saving. Customers
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will attend your Club events where they will meet other customers, place orders and be part of a community. Besides, you will invite them to Business lunch or STS.
Clubs duplication
The more Clubs you have in your organization, the better! It means you have new independent leaders who are capable of taking responsibility for organizing the business; customer follow-up is on a high level; a solid base of potential distributors is being created. So organize your own Club and stimulate your distributors to create and duplicate Customer Clubs!
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Cosmetics
Hi, Lana, your beauty adviser, wishes you a nice week-end! Have a good rest and pamper your skin with NouriFusion! Let your skin glow! Dont forget everyday care! Just 3 minutes twice a day! 22:00 - best time for your Night Cream! Eyes tired? Feel immediate difference with Eye Gel!
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Summing up, presenting gifts (Formula 1 spoons, new issue of Herbalife Today, a flower for every woman is a must), invitation to a Business lunch or STS). After that distributors work with their customers individually. It takes 30-40 min. Orders are taken Gift packages are prepared Distributors present their customers with a 10% Herbal Cash voucher (of the today's order) which the customers can pledge only at one of the following Customer days
Plan of building the business
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Now to the financial and organizational part: The event can be conducted in various places: cafe, restaurant, club, office, and even at home. Everything is done by clubbing together. Guests NEVER pay. We compile a list of things we need and then divide the responsibilities and event expenses among the distributors: flowers products gifts for guests party premises decoration tasting music meeting the guests Everybody knows what to do. After the event we collect expenses reports and divide all the expenses among the distributors. Expenses are small - profit is big. The only question is, "How many guests have you had?" He who has the most guests/customers at the event, is acknowledged by the team as the best distributor of the week. You call yourself a LEADER? PROVE IT BY YOUR WORK AND BE AN EXAMPLE FOR YOUR GROUP! During the week our distributors are concentrated on bringing as many guests/customers to the next event as possible. Everyone asks himself, How many guests will I have at the next Customer day? Excellence is limitless! Use your fantasy! All the ideas are accepted. Each event may differ from the previous one, or may become a model for the next several months until its flawless. And here is the next Customer day with 60 attendees, 40 of them GUESTS (customers and their relatives)! Where do guests come from? Active customers Potential customers who attended meetings but are not ripe yet Customers who have placed preliminary orders and are waiting for their paycheck to pay for the products People who come from Formula 1 your ideal breakfast tasting Our acquaintances who dont use the products yet but are willing to come to the party Our relatives whom we want to introduce to our business or products Other people who are everywhere: on the bus, in the bakery, in the cleaners, outpatient clinics, our childrens classmates parents, teachers, etc Lets go over it again! The scenario is simple (you can see it from the photo report): Guests arrive, light refreshments, a glass of wine Getting to know each other Main topic Inside and outside nutrition 15 min. (or any other topic you choose for this Customer day) Customers and distributors results Shakes tasting Recognition Closing the event The last and the most important part is individual work with the customers: quiet background music; everybody is working individually with his/her customers to measure and weigh them, choose programs, complete Customer follow-up journals, share results, take pictures, sell gift packages, pack the orders nicely and take money. The yield is 100%! Everybody leaves with an order: old customers purchase products they are running out of, newcomers purchase products to start using them tomorrow.
Results:
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Saved money for the trip and gas, which could be used for purchasing gifts for those customers who attended the event Introduced customers to each other Showed the beginners that they are not alone Learned many new results Practiced telling the personal story Provided the best service to the customers Learned new information about nutrition Had fun Worked comfortably Tasted new recipes Showed the new distributors how to service old customers and sell products to the new ones Had another confirmation that business is WORKING Invited some of the guests to the Business lunch and STS Made customers part of the exclusive club where they can meet other customers and socialize Reinforced the importance of good nutrition and being part of this club Weekly Club meetings day is crucial for a stable and growing business!!!
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If during the sale the customer tells you about some specific health-related problems, then you should ask him from time to time about his general well-being. For example, You told me at the very beginning that for the last 7 years youve been suffering from headaches and fatigue which returned 2-3 times a week. In the three weeks of using the program have you noticed any changes for the better? During the sale, while completing the Customer Profile, avoid making any statements about relieving or curing any diseases. On one hand, its against the law, as our products are nutrition and not meant to treat diseases. On the other hand, the customer could have unfounded expectations. Speak about an opportunity to improve health and general well-being thanks to proper nutrition. When talking to a customer, always be positive and kind hearted. Try to do your best to help the customer achieve the desired results. Send birthday and holiday cards Send greeting cards regularly Create an electronic database of your customers e-mails.
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Nausea can be a sign of detoxification. Be sure to follow the program as directed and drink at least eight glasses of water a day. Repeated headaches can arise from low blood sugar or dehydration. Be sure to follow the program as directed and drink at least eight glasses of water a day. If the shake doesnt satisfy you, make it 1.5 times bigger and add half a banana.
Diarrhea can be caused by using whole milk in large quantities. Advise your customer to use another liquid, e.g. juice.
Substantial reduction of food can result in constipation if people are generally inclined to it. You need to increase the amount of fiber intake, which is primarily found in green leaves vegetables: lettuce, cabbage, and cucumbers and tomatoes. It is also recommended to increase the intake of activated fiber. It is also advised to use dried fruit like prunes or other natural means which could be found in drug stores.
Our aim is to improve the customers nutrition. We are not doctors and dont give any recommendations as to drugs or medications. The customer is advised to keep taking his prescribed medicine and make any changes only after consulting his physician.
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17. If your customer decided to stop using the products, try to help him/her to change his/her mind in a positive and constructive way and stay on a program. If you fail to do it, return the money in a nice manner and part as good friends. The worst thing happens when the customer is dissatisfied with both the products and the distributor. 18. Keep in constant touch with your customer: Congratulate him/her and his/her close relatives on birthdays and holidays Send frequent letters. You can use the samples in the Customer Care Journal Organize Customer Days. 19. Be attentive to your customers: first of all, they are people with their life stories. Be a good listener and you will learn a lot of interesting things. 20. Know everything about the customer of your new distributors and always be ready to help them out. Very often, new distributors lack the necessary experience, while the customer has paid for the products and is expecting results. Have all the necessary information about your new distributors customers and pay a lot of attention to training new distributors. 21. Provide your customers with all the available literature about our products. 22. Organize your customer e-mail address database. This will help strengthen relationships with your customers.
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Define clearly the goals for the initial 30 and 90 days Make sure the new supervisor has a specific plan to implement the first stage of Total Plan (see above) Explain the importance of proper financial management (keeping the money in the turnover) Explain the necessity of keeping and increasing the 5,000 v.p. product stock at home Its very important to follow up on the implementation of these 5 points and be in constant touch with the new supervisor. Your first line distributors implement the 2nd step of Total Plan: create 5 active first line supervisors Your second line supervisors create their own 4 active first line supervisors each, etc. To achieve this, all four steps of Total Plan should be implemented.
Step 4. Training the trainers is the way of creating a large reliable organization
Example:
If, in your organization, 8 people are implementing the first step of the Total Plan, you qualify for GET Team If, in your organization, 32 people are implementing the first step of the Total Plan, you qualify for Millionaire Team If, in your organization, 80 people are implementing the first step of the Total Plan, you qualify for Presidents Team.
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Active World Team Program Start building a balanced foundation for your business by developing all of these 3 areas:
Building a customer base Attracting new distributors Developing your downline
In addition to building your business, receive incredible recognition, plus the opportunity to earn a special cash bonus, then enjoy the ultimate Herbalife lifestyle experience by qualifying for the Herbalife-style day!
Plan of building the business
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