1 How to Sell

22 Complete the Product Knowledge Workshop –Product Modules –How to Sell Module Familiarize Yourself with the Products –Understand what the products do and how they work –Touch, feel, try them yourself Before You Can Sell… How to Sell

33 + Golden Rule Service Ask │ Listen │ Learn 1. Announce 2. Connect with existing and new customers 2. Connect with existing and new customers 3. Sell the product 3. Sell the product 4. Grow your business 4. Grow your business Selling Approach How to Sell

44 Step 1: Ask Asking questions means discovering your customers’ beauty needs or concerns. Step 2: Listen Listening is the most important step because it’s how you build trust quickly while gathering valuable information. Step 3: Learn After you’ve discovered your customer’s true needs and interests, you will have a better idea of what products to offer and demonstrate. The key is to ask questions and let your customer do the talking. + Golden Rule Service Golden Rule Service Ask | Listen | Learn How to Sell

55 Spread the word:What to use: , Mail, and Phone  Look Book  Product Brochure  Applause Facial, Skin Care Class, and Party Announce that we have different skin care line:  Personal Skin Profile to identify their need  Look Book and Product Brochure to share clinical claims  Applause to share product features and benefits Out and AboutShare brochures to introduce the line  Product Brochure  Look Book  Applause 1. Announce Announce How to Sell

66 Who:How: Start with existing customers  “We’re always innovating our product line; we’ve added a new specialized skin care line that is more advanced than what you’re currently using.” And existing customers on MK color only, but not using MK skin care  “We have specialized skin care line that might address your needs better than what you have tried in the past.” New customers  Utilize success with above to reach new customers. 2. Connect with customers 2. Connect with customers Connect How to Sell

77 Connect with Golden Rule Service AskListenLearn Skin Type: Are you pleased with the results you are seeing from your current acne regimen? She might mention that she has seen good results, but that she feels there is still room for improvement. Learn from her response if the product you offer is the appropriate match to meet her needs. Skin Type: How would you describe your skin type? She might mention that she has combination to oily skin and is looking for products that will fit her skin type. Learn from her response on what particular product you will be offering. Incorporating other MK Products: What other skin care solutions are you looking for? She may tell you that she’s interested in a few of our anti-aging products such as the Targeted Action Line Reducer or Targeted Action Eye Revitalizer. Learn from her response and acknowledge her interest in the anti-aging products. 2. Connect with customers 2. Connect with customers Ask | Listen | Learn How to Sell

88 How:Suggestions: Sell to existing and new customers  Know the product / basic science and technology  Share product benefits (available on  Show your product brochure Allow your customer to “buy their way”  Let her customize her MK experience by shopping her way: in person, on the phone, thru fax, or at home. 3. Sell the product 3. Sell the product Sell How to Sell

99 Sell with Golden Rule Service AskListenLearn Converting Hesitant Customers: Ask her if she is open to try something new. She may be:  Loyal to product regimen currently using  Hesitant to try something new  Very inquisitive and curious Learn from her response and acknowledge her concerns. Share with her the product benefits. You don’t have to be the expert, utilize tools available:  Look Book  Product brochure Shop Your Way: Ask her how she prefers to be contacted. Via phone, mail, or ? She may express to you that is the best way for you to keep in touch with her. Share with her that you have that flexibility and will be glad to keep her in the loop via . Learn that great customer service is personal service, contact her how and when she prefers. 3. Sell the product 3. Sell the product Ask | Listen | Learn How to Sell

10 Steps:Details: Follow-up  2 days  2 weeks  2 months Ask for Referrals  Ask satisfied customers for referrals  Through referrals, introduce the other Mary Kay products and grow your business Ask for Testimonials  Ask satisfied customers for testimonials  Testimonials are excellent tools to use as you are meeting new prospective customers 4. Grow your business 4. Grow your business Grow How to Sell

11 Grow with Golden Rule Service AskListenLearn Follow-up: Two days after the sell, contact her and ask her how the products are working for her. And ask her if she has any questions for you at this time. She may tell you she is thrilled with the products so far, but is concerned with other benefits Learn from her response and always remember the approach. Be sure to follow-up with her in 2 days to check what happened to her skin; then be sure to follow-up with her again in 2 weeks to confirm she is still satisfied. And lastly, follow-up again in 2 months for continued customer service and to check for re-orders. Referrals and Testimonials: After confirming she is satisfied with the products, ask her if she has friends/family who may be interested. She may tell you she is thrilled with the improvements she has seen and that she does have a couple of people in mind that may be interested in trying the products. Learn from her successes to grow your business. You may say “I build my business with satisfied customers like you. Do you have any friends or family who might benefit from our new line?” Or you may ask her if she would be interested in holding a party and earning free products. 4. Grow your business 4. Grow your business Ask | Listen | Learn How to Sell

12 + Golden Rule Service Ask │ Listen │ Learn 1.Announce – , Mail, Phone – Facial, Skin Care Class, Party – Out and about 1.Announce – , Mail, Phone – Facial, Skin Care Class, Party – Out and about 2. Connect – Start with existing “skin care” and “color” customers – Use success stories to reach out to new customers 2. Connect – Start with existing “skin care” and “color” customers – Use success stories to reach out to new customers 3. Sell – To existing customers – Allow customers to “buy their way” 3. Sell – To existing customers – Allow customers to “buy their way” 4. Grow – Follow-up – Ask for Referrals – Ask for Testimonials 4. Grow – Follow-up – Ask for Referrals – Ask for Testimonials Selling Strategies How to Sell

13 Test Your Knowledge! What are the four steps to the 4-plus selling strategy? 1.Announce 2.Connect 3.Sell 4.Grow How to Sell

14 Test Your Knowledge! What are the three key ingredients to Golden Rule Service? 1.Ask 2.Listen 3.Learn How to Sell

15 Test Your Knowledge! What is the recommended schedule for following up with a customer who has purchased the Mary Kay products? Two days, two weeks, two months How to Sell

16 Test Your Knowledge! If a customer is satisfied with the product, you should? Ask her for referrals and a testimonial How to Sell

17 Happy Selling!