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

2. 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?

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. Customer Care
Day 1

15. 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

16. Customer Care
Day 4

17. 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………

18. 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.

19. 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.

20. Customer Care
Days 7
– 14
– 21

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…

22. 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 ?

23. Customer Care

24. 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

25. 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