Customer care Training US English_STS CD 2018/12/1 Customer care Training Own story 47858US_EVT_STSCD_ENG_p8.ppt

Recap: Reference Points Are the products safe? Who can use the products? All people want to know are 2 things: Are the products safe and can I use them?

Questions and Objections US English_STS CD 2018/12/1 Questions and Objections 90 % Opinion 10 % of the Facts “I don’t know about that. All I know is…(stories)” Every one has an opinion and people are entitled to them. Don’t enter in any arguments or both lose: no customer, no product experience. Say “I don’t know about that, all I know is … (stories)” 47858US_EVT_STSCD_ENG_p8.ppt

Facts Your Story Other People’s Stories The Herbalife Story US English_STS CD 2018/12/1 Facts Your Story Other People’s Stories The Herbalife Story 100 million people 32 years 81 countries $ 4.3 Billion Rapid growth That facts are in my and other people’s stories and in the Herbalife story: 60 million people 30 years 70 countries $ 3.8 Billion Rapid growth 47858US_EVT_STSCD_ENG_p8.ppt

US English_STS CD 2018/12/1 Mega Dosage Law If too much of any one ingredient = not allowed to manufacture or sell Our industry is regulated by strict laws. One of them is the Mega Dosage Law which means: If there was too much of any one ingredient in any of our products we would not be allowed to manufacture it, over and out! 47858US_EVT_STSCD_ENG_p8.ppt

No contra-indications No scheduled warnings US English_STS CD 2018/12/1 Labelling Law No contra-indications No scheduled warnings WARNING The second is the Labelling Law. If there was any medical condition where you could not use our products it would have to be stated on the label. None of our products have any contra indications nor any scheduled warnings. Who can use? – Everybody! 47858US_EVT_STSCD_ENG_p8.ppt

Cellular Nutrition Consumption Absorption Regeneration Villi Herbalife is working at a cellular level and provides 100 % nutrition in perfect balance daily. It is the most easily absorbed food that allows the body to restore and regenerate. It all happens in the villi, tiny, fingerlike protrusions in the intestines. Unhealthy cells duplicate unhealthy cells; healthy cells duplicate healthy cells. We all know what we would prefer for a healthier body. Villi

How to use: 3 – 2 – 1 daily tablets shakes Meal lose 3 2 1 gain US English_STS CD 2018/12/1 How to use: 3 – 2 – 1 daily tablets shakes Meal lose 3 2 1 gain maintain Simple to use: 3 – 2 – 1 for fat loss. 3 – 3 – 3 for muscle gain To stay healthy: 3x supplements, 1 (-2) shakes, (2-) 1 meal. 47858US_EVT_STSCD_ENG_p8.ppt

Customer Care 1 – 3 – 7 – 14 – 21 – 28 US English_STS CD 2018/12/1 Customer Care/Follow-up; here is where we earn our money. First day: 1. “How did the shake taste?” – 2. What are your measurements. – 3. Take photo. 3rd day: Tell a story first, then get measurements, answer questions. 7th day: Story, measurements, then “who has noticed already?” Then weekly. Always look out for signs to introduce business. 1 – 3 – 7 – 14 – 21 – 28 47858US_EVT_STSCD_ENG_p8.ppt

Customer Care Day 1

Day 1 questions Day 1 notes and comments How did your shake taste   What did you mix shakes in When did you have shakes How did you take your tablets How’s your energy level Did you feel hungry What did you snack on How much water did you drink *** Weight/Measurement*** What article of clothing – try on Do the pinch test

Customer Care Day 4

Scheduled call day 4 7 10 13 16 19 22 25 28 Actual call day   *** Tell 2 appropriate stories *** Wt/measure chart update What did you mix shake in When did you have your shakes How did you take your tablets How’s your energy level Are you sleeping well Did you feel hungry What did you snack on Are you eliminating regularly How much water did you drink Weekly – try article of clothing Weekly – result of the pinch test Referrals – anyone we can help Day 28 only – reorder questions Flavour...…… Payment……… Delivery………

Day 4. Tell a story How are you enjoying your shakes Day 4. Tell a story How are you enjoying your shakes? What have you mixed them in? Make a couple of shake suggestions. How is your appetite? How is your energy? Have you noticed anything else? Have you got you’re your weight and measurements and I will record them on your file. Stone = 14 lb Kilo = 2.2 lbs inch = 2.54 cm   If someone is going to have any dietary body changes, this is generally the time that it will happen. The first words out of your mouth if this is happening are “That’s Great, the products are working” Tell a relevant story and very briefly explain Dietary Body Changes and the bodies cleansing process.

Sometimes you have to pay more attention to customers with certain health conditions because when they use some of the medications like high-blood pressure tablet, thyroid medication or pill, they may have very little or no result in beginning because body needs to detoxify and heal itself before it can let some body fat go off. Simple reason, body is retaining fluids and fat if it is not getting enough of what it needs on daily basis to function properly.

Customer Care Days 7 – 14 – 21

Day 7. How is your energy. How is your appetite Day 7. How is your energy? How is your appetite? Have you got your weight and measurements there? Have you noticed any other changes? Great. Who else do you know that we could help to get great results like you? Days 10, 14, 21, 28 follow the same theme focusing on appetite, energy, correct product use and relevant stories. (Refer to customer follow up script in your manuals) Try to avoid questions that will get “YES” or “NO” answers. Try to use more of HOW, WHEN, HOW MUCH, WHAT, WHO noticed…

Customer Care Day 28 Ask: What flavour would you like next month ? Assume that people will continue (just as you have) What other products would you like to try ?

Customer Care

US English_STS CD 2018/12/1 Jim Rohn If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune. Let me finish with words from our great mentor and teacher, Jim Rohn 47858US_EVT_STSCD_ENG_p8.ppt

Thank you for your attention today. US English_STS CD 2018/12/1 Thank you for your attention today. If anyone has a question, see me in the break. I hope you enjoyed my presentation of the Herbalife Range and are inspired to trial at least one more product. 47858US_EVT_STSCD_ENG_p8.ppt