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HOW TO PROVIDE BETTER AFTER SALES SERVICE Presented by LIBA Feb, 2016 2 V2.0

CONTENTS INTRODUCTION DIRECT SELLING INDUSTRY SERVICE IMPLEMENTATION OF THE 147 RULE PROVIDING ESSENTIAL SERVICES DECIDING FACTOR IN SERVICING 3

How To Provide Better After Sales Services You can only win the market by standing from the customer's perspective. We act strictly in accordance within the terms of the national policy, we have the principle to be user-friendly always and we serve anyone regardless of age. We will improve ourselves and our overall level of service based on our customer's demands, and we will also increase our brand's value through our great services. 4

Thoughts on Servicing If you are the consumer, what type of service would you be expecting? Now that you are a distributor, what type of service would you provide? 5

Concept of Servicing in Direct Selling Industry According to James L. Heskett's point of view, the concept of any service must be able to answer the following questions: What are the most important factors in services at service firms; How to be aware of such factors; The role of service concept such as service design, service delivery and service selling. The Purpose of Services： Changing 1-time customer into a regular consumer; We can get more referrals through our loyal customers; Changing consumers to distributors, increasing our network. 6

Unique Trait of Servicing in Direct Selling Industry Traditional Selling Direct Selling Due to the fact that a direct selling company comes in contact directly with it's consumers through it's distributors, therefore service is very important. Take Note 7

1-4-7 Rule: “1” When：1st day after purchase, after presentation. Type：Phone Call Purpose： Urging customers to start using their purchased products; To remind customers about the attention points, dosage, administration time. 8

1-4-7 Rule: “1” Notes During Servicing： Recall and stimulate the customers to have the same kind of urge during purchase; Remind customers the right way to use the product; Help customers to feel and imagine the effects of the products in the long run; Advise the customers of the effects during Healing Crisis; Set an appointment for the next telephone service or a visit. Attention: Always call with excitement in your voice along with a passionate tone. 9

1-4-7 Rule: “4” When： 4th day after purchase. Type： Call or Visit. Purpose： Check the progress of the customer and see if everything else is correct. 10

1-4-7 Rule: “4” Notes During Servicing： Customers are to tell you the feeling after using the product for 4 days, provide feedback and also check their reactions towards the product. Confirm that the product is used correctly, and let the customer re-imagine about the effects after the long run. Encourage the customer to use the product continuously in the same manner. Set an appoinment at the 7th day at an agreed time and place. Attention: Always call with excitement in your voice along with a passionate tone. 11

1-4-7 Rule: “7” When： 7th day after purchase. Type： Invite the customer to a meeting place. Purpose： Strengthen the customer's confidence to continue using the product, use good feedbacks and testimonials to guide customers to become distributors. 12

1-4-7 Rule: “7” Notes During Servicing： For customers that doesnt have any clear effect on product usage, invite them to the venue to listen to testimonys, in order to strengthen their determination to continue to use the product. For customer that have a good effect after product usage, let them share their experience and recommend it to others so that it creates their interests in becoming part of Longrich's health consultant. So that we can help more people in health and wealth. Maintain close contact with customers every 7-10 days, and continue to share any good news to the customer. Attention: Always call with excitement in your voice along with a passionate tone. 13

Customer Archive Create and improve <customer archives> in order to manage customers effectively, and providing customers with the highest quality services, in order to create customer satisfaction and loyalty. This is the very foundation as a service. 14

Customer Archive Contents Basic Data: name, date of birth, income, contact details. Health State: record the date of interview, whether there are any special disease or familial genetic disease. Requirements Analysis: According to the analysis of the needs of professional conduct, including family needs and personal needs. Health Classes: record the first time participation in health classes, as well as other activities and feedback. Initial purchase: record the customer's first purchase, what they mix and match. Purchase Records: subsequent purchase of the product, date, amount, after-sales services. Specification and Establishment Sharing and Distribution Ultilization and Perfection 15

Customer Archive Contents Specification and Establishment Customer Information Sharing and Distribution Ultilization and Perfection 16

Customer Archive Contents Back Page: First Purchase and other details. Front Page: Details Of Cusotmers 17

Technique of Servicing Customers Care and follow-up the customers’ use of the product, to create the best product effect. Is their way of using correct? Is the dosage correct? Is the duration of usage enough? Three factors affect the using experience of the product 18

Technique of Servicing Customers Great Service = Establishing Futures 1 Polish your professional skills in order to give customers the best product recommendations. (Knowledge + Demo + Sincerity) 2 Selfless customer service: focus on the customer, no matter what their need is, be sure to respond to them immediately. 3 Always have the habit to maintain regular contact with the customers. 4 Always provide the customer the latest news of the company and product updates. 5 Customers are equivalent to Gods, always be sure to meet their needs immediately. 6 Customers are always right, always be patient during communication. 7 Helping customers is the same as helping yourself, complete their dreams and you will complete yours. 19

3 Stages of Servicing Best Services Successfully delivery services out of your responsibility will definately create the best impression on your customers who have enjoyed it will not only take you as partner, but also as friend. Good Services Basic Services Successfully delivery the most basic of servicing, those which, the customer will expect from you, thus, you will create a good impression. Successfully delivery NOT-A-MUST services, those which are indirectly connected within your boundaries will create a great impression on your customers. 20

3 Methods of The Best Services Amazed Touched Joyful Take the initiative to help customers and expand their career. Be sincere when caring for your customers. Always do a little extra than what you intend to do. 21

Assess your After Sales Services Take photos as rememberance Donate books and magazines Chat with customers Invite them for tea Prepare gifts for holiday seasons Be a matchmaker Entertain your customers Be the first to contact your customers if they received any awards Organize company tours for them Call and greet them during holidays Make sure your phone is always on Always think highly of your products Organize VIP associations Give them special care once a while Always congratulate them for any success they have by call or sms. Earn skills to solve your customer's problems Regularly check the customer's physical condition Send flowers to show appreciation 22

Planning for After Sales Service Serial No Name Date of Visit Method of Service Expected Results 1 2 3 4 5 23

Rules and Regulation for a Top Seller You may not care about good customer service, but take note that your competitors do. The time to maintain an old customer is 1/6 times shorter than the development of new customers There are no customer that couldn't be service, only those that are not willing to serve. Every business is related to people, and people will always need services I am a person providing services. I am a person providing qualified service that has direct reference to my life quality and personal achievement. I learned that today is the result of my past, if I want to increase the income of tomorrow, I should work harder today to work harder today. 24

For Better life and Better Future Mission of Longrich For Better life and Better Future