1 STEPS TO PRESIDENTS TEAM Week 3 OPEN TO ALL SENIOR CONSULTANTS & ABOVE WHO APPLY & ACCEPT TO FOLLOW THE RULES & GUIDELINES

2 “If life is worth living, it’s worth recording” - Get 500 Club Journals & Pens Ready - Raise your hand feature

3 What we’re going to cover this week: What is your “JOB” reminder How to Retail& produce a stable customer base How to respond to different “objections” How to get clients exposed-involved-upgraded-reminder Product Claims/Online Discounting Client Procedures & Facebook groups Follow Up Tips/Customer Care Mastering the art of referrals Book Keeping & gauges The Herbalife System WEEK 3- It’s ALLLLL ABOUT CUSTOMERS!

4 HOMEWORK FROM WEEK 2 Share a some the Mark Hughes and or Jim Rohn you have listened to this week – 1. What did you take from this and implement into your life this week 2. What new product did you add in this week?

5 REMEMBER Your “HERBALIFE JOB”: 1.YOUR job is to get NEW customers every month 2.YOUR job is to get NEW distributors every month 3.YOUR job is to use the products, to become an expert on using the products and to shop from your own store (shampoos, soaps- EVERYTHING) OUR JOB IS IMPACT… GLOBAL IMPACT “ Don’t just help some with their Job help someone change their Life”

6 How to Retail You’ll be a Herbalife RETAIL EXPERT once you have had customers. If you only get 1 new customer a month it will take forever - why not shorten your learning time to 2-4 months? How many clients do you need to focus on getting at the beginning? JUST ONE: IF you can get one client, you can do it again. PLEASE PAY SPECIFIC ATTENTION TO : “RETAIL, FOLLOW UP & HOW TO PACKAGE YOUR STORY” at the STS – INCREDIBLY

7 How to Retail Business groups with no customers lack substance! ALWAYS REMEMBER: Whenever you are speaking with someone about the products ask yourself: Is what I am saying, or is what I am doing duplicable? In other words: Is what I’m saying and is what I’m doing something a BRAND NEW person with no nutrition or sales background could do or say in order to get this client? If it’s a NO. Do NOT do it. You’ll find it hard to recruit your clients, or have a team who have a stable customer base because everyone would have to be like you! You could lose people with amazing potential! Keep it SIMPLE, FUN &MAGICAL

8 DISCOUNTING Refer to BOOK 4 – it’s against rules to sell on Ebay or auction sites: Never discount the products. It’s a bad idea for many reasons but mostly because: the person won’t know the true value of the product & wont use it properly - you’ve cheated them out of results/being a long term client/team member they’ll also expect it every time and won’t see the value in becoming a legitimate registered VIP client or distributor You aren’t making as much money, your team will copy what you do so they won’t be making much money, they’ll complain to you, you’ll get a headache!

9 A list of Retail Methods Take a PHOTO/Screen Shot Retail Methods: the important thing is to do what you love & what works. DON’T CHANGE what you’re already doing, but if you like something- add it into your DMO. Try to keep to selecting 3 Retail Methods– it’s your job to decide which ones. Contact your coach to make sure the AMOUNT you are doing with that method matches what result you’d like. Retail Menu: The following are the most commons methods used to generate enquiry that you can convert into customers: *Helping Your Family and Friends *Grand Openings *Shake Parties *Power Lunches *Competition Boxes *Wellness Surveys *Facebook *Sample Packs *Spa/Pamper parties *Newspaper Ads *Flyers *Dear Neighbour Letters *Pull Tabs *Hot Pockets *Apparel *Buttons *Promote! * Nutrition Club invitations is KEY *referrals * Fitclub

10 How to respond to certain “objections” while presenting If you handle the common objections up front they are less likely to be an issue at the end – here’s some of the most common: * Too expensive * Don’t like supplements/tablets * Don’t like shakes * No will power * Don’t like to be followed up * My friend said it didn’t work * I have allergies * Do I have to do a “program” * I feel like I will gain the weight back if I stop using the product * I already have supplements, can I use them with the shake? * Do I have to use the products forever? * I don’t have time for exercise What are some ways we could tackle these? – LET’S SHARE HOMEWORK: Write a list of all the reasons you think people say they don’t want to take the product. Find your way of “countering” that – that you could incorporate when you talk to them LET’S BRAINSTORM: What are some of the reasons people have told you “no”??

11 Product/ Claims Disclaimer REMEMBER NEVER EVER EVER CLAIM to cure ANYTHING! Be very careful how you word ads & ANY Facebook /social media posts – you can share stories but must point out that Herbalife won’t cure anything “The products don’t cure anything, but it makes sense when you provide your body with the finest nutrition, the body heals itself”

12 What are our foundation “recommendations” ? Remember we CANNOT PRESCRIBE like a doctor! The Herbalife Medical and Scientific Advisory Board put the products together, it’s our job to teach HOW TO USE THEM Mark Hughes’ Dream was to have one can of Formula 1 in every household in the world so sometimes you need to have a bit of patience for a client who only wants to start on a few things – you never know where it will lead! However, here’s what you can try if you’re not getting program sales: * Always bring it back to what RESULTS they want & be strong in saying “I want to help you get that and just saying this may not give you that result…” *Always start on what a client can afford- then each week refer back to wellness profile to upgrade as needed. Use the NC retail cycle

13 What are our foundation “recommendations” ? ALWAYS start with the CORE products as a base & then add from there: What is the core? Cellular Nutrition (Formula 1 Shake Mix & Multivitamin) You need to learn the concept of Cellular Nutrition As a part of your homework please begin to read: Nobel Laureate Dr Louis Ignarro, “Health is Wealth” – this will make you knowledgeable of why Herbalife is different & why Cellular Nutrition is SO unique

14 What are our foundation “recommendations”? FAST – FASTER – FASTEST Concept The doctors have put together 3 distinct programs - These are called “Quickstart, Advanced & Ultimate Program” The difference between them is the speed of the result – how fast do you and your clients want results (as we are all impatient) & based on their budget Stick to the “Basic Retail Script or Button Response Script” from the manuals first but in the end it comes down to “fast-er-est pitch” - “Our Programs range from fast, faster or the fastest results. They come packaged in approximately a month’s supply to be convenient for you. How quickly would you like to see results and which can you afford based on your current spend on food and drink purchases?”

15 It’s just a way of presenting the products to someone – but doesn’t replace a live conversation! It can take a while to get the hang of presenting the products and asking for the sale so if you get 3 or 4 no’s in a row- contact your coach for some help! Here’s some tips on using the Change details/edit to your personality Repeat details before sending it: “ Please send me your phone number or skype address and I will send you an with some questions to get a gist of what result you are really after, and then I’ll pop full product information, as well as attach some results you may relate too, I can then walk you through using your programme to get your best results, please check out our FB page new gen life” The Product Information

16 The Product Information cont… them: Subject “Hi xx(name), ….. here Body of (how casual or professional you write depends on who it is): “Hi ……..so excited to help you with …. (personalise desired results). I’ve have attached my results and please check out nglife.nz for more results from our team to inspire you. My next order is getting placed on ……(day/night) so just let me know by then and we can get you started. Thanks! Looking forward to hearing back from you” Then copy/paste the Product Info with any extra notes to relate to them – never attach it! : my result (regardless if it’s what result they want) others

17 Client Procedures PLEASE REFER TO BOOK 4 - HOWEVER SOME QUICK ONES ARE: You must be using the Herbalife retail/invoice pad and you must provide to all RETAIL CLIENTS. You can get audited at any time from Herbalife VIP/Distributor- you do not need to give this receipt Arrange for the postage/delivery as soon as possible after taking payment – never keep a client waiting for their products!

18 Follow Up / CUSTOMER CARE Follow up is covered book 3 page 6 – please refer to this & THE FOLLOW UP SECTION at the STS - IT IS IMPERATIVE you do not just do “good follow up” but SPOT ON 100% follow up! Why wouldn’t you if THE FORTUNE IS IN THE FOLLOW UP? EXTRA CUSTOMER CARE Birthday letters/ecards/shout on social media Sampling “presents” in orders (other flavour F1, Lift Off etc) Going above & beyond : if they need DAILY help- do that Making sure they LOVE their shakes NEVER EVER give up on them no matter how annoying! WHO HAS OTHER CUSTOMER CARE TIPS THEY CAN SHARE?

19 Problem solving with clients - how could we respond? REMEMBER: Make sure your set up of the client is great to avoid the most common issues - eg MILK & WATER Make sure all of your clients take a before and after photo and their measurements before they start the products – assume they will become a coach one day so this will be a major factor in their success! It is YOUR role as a coach to put your “problem solving” hat on and at all times look for SOLUTIONS not problems – “No Problem” is the first answer to a problem! Always keep confident and if you don’t know the answer stay confident until you can speak to your coach What are some problems customers may encounter & how can we solve/ what would YOU maybe do in this situation? EG. not losing weight, or feeling sick, heaches, or constipated

20 Mastering the Art of Referrals This is an actual RETAIL ACTIVITY If you do follow up & customer care, and set up your client correctly, BUT most importantly build a nice relationship that involves talking about “non-Herbalife things” – IT IS IMPOSSIBLE TO NOT GET REFERRALS Who has ever received a referral before? How?

21 Facebook groups Who should be added to GET HEALTHY KIWI? This is a private team business page for anyone who has an ID number – BUT please advise VIPs that it may not be for them and they can drop out if it’s too much for them (on the other hand, they may get really inspired!) VIP clients/All Team members Who should be added to Get Healthy Kiwi Shape up New Zealand? Prospects - people you would like to “drip feed/ expose” Herbalife to Retail customers- VIP members-Please add your clients results and your own as well… post recipes… updates… interesting info and loads of results Please let your people know that you are adding them and what they are being added to!

22 Facebook groups cont… How to use GET HEALTH Kiwi shape NZ effectively THIS IS A PRODUCT GROUP – don’t post anything to do with the business Personally welcome every new person you add Tag people in posts that they may relate too/ help them Recognize clients achievements no matter how big or small Share things you feel could help people How to use Get healthy kiwi effectively Personally welcome every new person you add Tag people in posts that you want to make sure they see Post about every little success you and your team have Like, comment on and encourage everyone on the group – imagine everyone on the group was in your team……how would you treat it? Pre-promote and post promote everything (photos are always great!)

23 Bookeeping/Gauges BASIC BOOKEEPING Don’t complicate it but it’s imperative you get into good habits & record what you do – keep track of every dollar going out and every dollar coming in! Get a separate bank account which is solely for Herbalife & preferably a matching debit/credit card GAUGES How many people you talk to and what you talk to them about The result of that conversation/call What activities you have done & how much This way we can establish YOUR numbers, and make sure you really are doing the right numbers to get what result you want in your business. USE the GET 20 KEEP 20 from the beginning- get your coach to help

24 An Invitation Shake Party Fit Club HOM Webinar Home/Social Meeting STS & Kick-off Meetings 500 Club Training Supervisors Workshops/Special Events Dream Team Weekend AWT University FMTR & FPTR Cycle of Success If you are serious about building a business to Get Team and above its important to attend The Spectacular + 2 international events per year. Remember THIS is The System DO IT & USE IT, PROMOTE IT!

25 AND FINALLY… The KO AND STS IS THE MOST IMPORTANT DAY OF THE ENTIRE MONTH – IT IS A NON NEGOTIABLE YOU MUST ATTEND IF YOU’RE TOTALLY SERIOUS! Please register at your local STS site & see details there Stsnewzealand.co.nz Next week is our final week for this round and we’ll Cover recruiting and how to get your new team members off to a great start! Home work: 1.Begin reading Health is Wealth by Dr Ignarro 2.Throw new business launch and or start 2 retail methods -