1. The Mary Kay® System for Acne-Prone Skin Please note:This deck for Australia/Malaysia/ Philippines Images will be replaced – also border template will be replaced throughout the deck and it will have the name of the product line and the correct images. Also – you will see many notes to Carla – she will be working on the formatting of the workshop elements while the project is routing. Please approve for content as we work on the visual appeal.
Audience: Mary Kay Independent Beauty Consultants and Independent Sales Directors
Prerequisite Knowledge/Experience: None
Supplies Needed
Computer with acne product workshop module loaded
Monitor that connects to computer to play PowerPoint presentation
Mary Kay® acne products
Flipchart or board and markers to capture questions and comments
For each participant
Post-test (And teacher’s post-test answer key)
Mary Kay® acne product fact sheets
How-to-Sell fact sheet
Certificate of Completion
Welcome to the Mary Kay® acne Product Knowledge Workshop. My name is ____, and I am glad to be here with you today.
Do you know what Mary Kay said when she was asked, “What would you say would be a key factor to be a good salesperson?” (Teacher – Wait for several answers.) It was, “Confidence. Knowing your product from A to Z. You must have adequate knowledge of the product and really know what you’re doing. Secondly, you have to believe that you can do it. You have to have confidence, and this is one of the things that we try hard to instill in our people with a “You Can Do It” attitude.”
Let me just say that I admire your taking time out to further your product education so that you can be the best Independent Beauty Consultant that you can be!
You are here today to learn and boost your selling confidence. Feel free to ask questions during the discussion and please share your own experiences if you think others will benefit.
Before we get started, let’s take a few minutes to introduce ourselves to each other. Tell us your name and how long you’ve had your Mary Kay business. (Teacher – this may not be necessary if attendees are familiar with each other. Additionally, time may not allow if group is large.)
I can tell this is going to be a great class!

2. Today we’re going to talk about….
What causes acne
How the Mary Kay® System for Acne-Prone Skin works
Product benefits
How to sell the system to target customers
Let’s review what we are going to talk about today.
You’re going to learn what happens to the skin that causes acne blemishes to appear.
We’ll talk about how the Mary Kay® System for Acne-Prone Skin works.
We’ll review the benefits of the system along with the benefits of each of the three products.
And you’ll learn selling techniques that will help you share these products with your customers.
But before I introduce you to the products, I’d like to take a minute to show you the global market trend for anti-acne products so you can see the business potential for you.

3. Global Acne Product Launches 2002 – 2007
As you can see, the number of anti-acne products launched worldwide is steadily growing, more than doubling from 2006 to 2007 on a global basis.
In Asia-Pacific, anti-acne product launches more than doubled in number in just one year - from 138 products introduced in 2006 to 333 new products in In fact, dermatologists worldwide agree that the number of consumers who have adult acne is on the rise, and the number of new product introductions reflects this growing consumer demand.
With the Mary Kay® System for Acne-Prone Skin you will be able to meet the needs of your customers who are looking for anti-acne products.
Before we review the benefits that the system delivers, let’s start by discussing what happens to the skin that causes acne blemishes to appear.
Source: Mintel Global New Products Database

4. What Causes Acne? Pores become blocked. Oil gets trapped inside pores.
Healthy Skin
Acne Blemish
Pores become blocked.
Oil gets trapped inside pores.
As the skin continues to produce oil, the blockage grows.
Acne blemishes and irritation appear.
Acne can happen to anyone at any time. It’s caused by a series of events:
As skin cells die they normally slough away from the skin, and newer, fresher skin cells appear on the surface. But for some people, this natural process doesn’t work as efficiently as it should. As a result, dead skin cells mixed with the oil your skin naturally produces start to clump together, eventually blocking pores.
Meanwhile the sebaceous glands, which lie just under the skin’s surface, continue to produce oil. But because the pores are blocked, the oil gets trapped and begins to build, eventually swelling and becoming visible on the skin’s surface.
As acne blemishes develop, irritation can occur as the skin attempts to heal itself.
Let's take a look at a short video that shows you how acne forms.
(Teacher: click on movie reel icon in the slide to play video. Click on icon again to resume presentation.)
Now let's find out how the Mary Kay® System for Acne-Prone Skin works.

5. Interrupt the Acne Cycle
The Mary Kay® System for Acne-Prone Skin helps interrupt the cycle of events that can cause acne.
The products, formulated with 2% salicylic acid, penetrate pores to unblock trapped oil and debris, helping to clear acne blemishes and control excess oiliness.
There are three products in the system: Clarifying Cleanser for Acne-Prone Skin, Pore-Purifying Serum for Acne-Prone Skin, and Spot Solution for Acne-Prone Skin.
All products contain the botanicals Canadian willowherb, sea heather and burdock root.
The Mary Kay® System for Acne-Prone Skin helps interrupts the cycle of events that can cause acne.
The products, formulated with 2% salicylic acid, penetrate pores to unblock trapped oil and debris, helping to clear acne blemishes and control excess oiliness.
In addition to salicylic acid, the three products – Clarifying Cleanser for Acne-Prone Skin, Pore-Purifying Serum for Acne-Prone Skin, and Spot Solution for Acne-Prone Skin – also contain the botanicals Canadian willowherb, sea heather and burdock root.
Are there any questions?

6. Here’s How The Mary Kay® System for Acne-Prone Skin Works
It helps keep pores from becoming blocked.
It helps reduce excess oil.
Now let’s talk about how the Mary Kay® System for Acne-Prone Skin works.
Acne is caused by a cycle of events. In order to help keep skin clean and acne-free this cycle must be interrupted, and that’s exactly what the Mary Kay® System for Acne-Prone Skin is formulated to do. Formulated with 2% salicylic acid, the products help keep pores from becoming blocked and help reduce excess oil. Now let’s talk about these benefits in more detail.
First, the system helps keep pores from becoming blocked.
As oil is produced, it travels up and out through the pores to lubricate skin. But in acne-prone skin, surface dead skin that would normally slough away actually collects in pores, trapping oil inside. Formulated with salicylic acid, the products help keep pores from becoming blocked.
The Mary Kay® Acne System also helps reduce excess oil.
Oil is produced in the sebaceous glands, which lie just under the skin’s surface. While a certain amount of oil is needed to soften skin and maintain its protective barrier, excess oil can clog pores. Formulated with salicylic acid, the products help reduce excess oil.
The result is skin that looks clearer and healthier. Now that’s something your customers want!

7. Who is the Target Customer?
People with mild to moderate adult acne.
The Mary Kay® System for Acne-Prone Skin is suitable for all skin types.
Now let’s identify who the target customer is for this collection of products.
While the primary target customer is women with mild to moderate adult acne, Mary Kay has conducted clinical studies with teens, and when used as recommended the 12 week results are similar to the results of the adult study. When men used the products during a consumer study, they also experienced benefits. The Mary Kay® Acne System is suitable for all skin types.
Keep in mind, however, that if someone is using a prescription medicine to treat their acne they should talk to their doctor before using any additional acne products. And women who are pregnant, or who are attempting to become pregnant, should also talk to their doctor before using any of the products for acne-prone skin.

8. If You Have Acne, You Want Results and You Want Them
Fast!
In just 3 days*,
the appearance of acne-prone skin will improve.
*Results seen in overall severity of acne blemishes during a clinical study conducted in an independent laboratory under the supervision of a dermatologist.
If you have acne, you want results and you want them fast. The Mary Kay® System for Acne-Prone Skin delivers.
In just 3 days the appearance of acne-prone skin will improve.
Results like these are exactly what customers with acne are looking for. Now you can feel confident telling them that the sooner they start using the products, the sooner they’ll see results.

9. See the Benefits*!
The Mary Kay® System for Acne-Prone Skin helps skin look and feel healthier.
Clarifying Cleanser helps remove excess oil and leaves skin feeling clean.
Pore-Purifying Serum and Spot Solution help control oil and shine without leaving skin feeling uncomfortably tight.
Pore-Purifying Serum and Spot Solution also help minimize the appearance of pores.
*Results seen during a consumer study conducted at an independent research facility.
See the Benefits!
During a consumer study conducted at an independent research facility it was observed that:
The Mary Kay® System for Acne-Prone Skin helps skin look and feel healthier.
Clarifying Cleanser for Acne-Prone Skin helps remove excess oil and leaves skin feeling clean.
Pore-Purifying Serum for Acne-Prone Skin and Spot Solution for Acne-Prone Skin help control oil and shine without leaving skin feeling uncomfortably tight.
Pore-Purifying Serum for Acne-Prone Skin and Spot Solution for Acne-Prone Skin also help minimize the appearance of pores.

10. Believe in the Benefits!
During a clinical study* a dermatologist saw a reduction in overall acne severity.
With regular use, the results continued to improve.
The sooner a customer starts using the Mary Kay® System for Acne-Prone Skin, the sooner they’ll see results.
Believe in the Benefits!
During a clinical study conducted at an independent laboratory, a dermatologist saw a reduction in overall acne severity among participants who used the Mary Kay® Acne System.
Just as with any skin care routine, it’s important for your customers to know that the key to success is using the products on a regular basis.
Tell them that sooner they start using the Mary Kay® System for Acne-Prone Skin the sooner they’ll see results.
Now, let’s take a look at the benefits the products offer.
*Conducted at an independent research facility under the supervision of a dermatologist.

11. Clarifying Cleanser for Acne-Prone Skin
Helps remove excess oil
Keeps surface dead skin from collecting in pores
Leaves no residue
Contains salicylic acid and botanicals
Teacher – you might want to hold up the product as you talk about it.
Clarifying Cleanser for Acne-Prone Skin is a clear, lightweight formula that converts to a soft foam to help remove excess oil.
It rinses clean with no residue, and is formulated with 2% salicylic acid to keep surface dead skin from collecting in pores.
It leaves skin feeling clean, refreshed and ready for the next step.
This product also contains the botanicals Canadian willowherb, sea heather and burdock root.
And like all Mary Kay® products for acne-prone skin, it’s suitable for sensitive skin, oil- and fragrance-free and non-comedogenic.

12. Pore-Purifying Serum for Acne-Prone Skin
Helps control oil that may result in pimples and irritation
Helps minimize the appearance of pores
Helps reduce shine
Contains salicylic acid and botanicals
Formulated to be applied to the entire face, avoiding the eye area
Teacher – you might want to hold up the product as you talk about it.
Pore-Purifying Serum for Acne-Prone Skin is a translucent, silky serum, formulated with 2% salicylic acid, that helps control oil that may result in pimples and irritation.
The powerful formula glides on smoothly and absorbs quickly as it helps minimize the appearance of pores and helps reduce shine.
This product also contains the botanicals Canadian willowherb, sea heather, burdock root, avocado pears and boldo plant extract.
It is formulated to be applied to the entire face, avoiding the eye area.

13. Spot Solution for Acne-Prone Skin
Targets existing blemishes
Helps reduce future breakouts
Absorbs quickly
Leaves no residue
Contains salicylic acid and botanicals
Formulated to be used on individual blemishes, instead of being applied to the entire face
Teacher – you might want to hold up the product as you talk about it.
Spot Solution for Acne-Prone Skin contains 2% salicylic acid to target existing blemishes and help reduce future breakouts.
This highly effective cream absorbs quickly and leaves no residue.
This product also contains the botanicals Canadian willowherb, sea heather, burdock root, avocado pears and boldo plant extract.
It is formulated to be used on individual blemishes, instead of being applied to the entire face.
Spot Solution for Acne-Prone Skin is the perfect product to have on hand when a blemish appears overnight.
Are there any questions about the individual products?

14. Ingredient Highlights
Salicylic Acid
A beta hydroxy acid that helps remove dead skin cells from the surface of the skin, helping to keep pores clear and clean.
Retinyl Palmitate
A vitamin A derivative, this ingredient has been shown in laboratory testing to help reduce oil production.
Canadian Willowherb Extract
A botanical that has been shown in laboratory testing to soothe skin.
Sea Heather Extract
Burdock Root Extract
Boldo Plant Extract
Laboratory testing has shown that this botanical extract can enhance skin’s natural defense to help control surface bacteria.
Avocado Pear Extract
Active compounds derived from avocado pears, the fleshy part of an avocado, have been shown in laboratory testing to help reduce oil production.
The Mary Kay® System for Acne-Prone Skin is formulated with the following ingredients:
Salicylic acid is a beta hydroxy acid that helps remove dead skin cells from the surface of the skin, helping to keep pores clear and clean.
- Retinyl Palmitate, a vitamin A derivative, has been shown in laboratpory testing to help reduce oil production.
Extracts of the botanicals Canadian willowherb, sea heather and burdock root have been shown in laboratory testing to soothe skin.
Laboratory testing has shown that the extract of the boldo plant can enhance skin’s natural defense to help control surface bacteria.
Active compounds derived from avocado pears, the fleshy part of an avocado, have been shown in laboratory testing to help reduce oil production.

15. Order of Application Clarifying Cleanser for Acne-Prone Skin
Pore-Purifying Serum for Acne-Prone Skin
Spot Solution for Acne-Prone Skin
Any Mary Kay® product that offers sun protection
Any Mary Kay® oil-free moisturizer (if needed)
The key to success is using the products on a daily basis, even as skin begins to clear.
Start with Clarifying Cleanser, then apply Pore-Purifying Serum over the entire face, avoiding the eye area. Finally apply Spot Solution to blemishes only. Regardless of which additional products are gradually added to a customer’s skin care routine, the three products for acne-prone skin should be applied first.
Because it is not unusual for skin to feel tight or dry as the skin becomes accustomed to acne products, a customer can apply less and/or minimize usage based on individual needs. If a customer already uses a Mary Kay® moisturizer on a regular basis, she can continue using it. For a new customer who has not regularly used a moisturizer in the past, or for someone with oily skin, you could recommend that she begin by using the Mary Kay® System for Acne-Prone Skin without any additional products. Once she sees how her skin acts, then you can help her decide if a moisturizer is needed, and if so which one would best meet her needs.
For sun protection, a Mary Kay® product with an SPF number is recommended, and should be applied after Spot Solution and before moisturizer.
The Mary Kay® System for Acne-Prone Skin was formulated to work together as a team. Additional supplemental products from any other Mary Kay® line can be added as needed, although it is recommended that skin be allowed to become acclimated to the acne products before gradually adding supplemental products.
Even after results are achieved, continued use of the Mary Kay® System for Acne-Prone Skin is recommended, although a customer may not need to use all three products every day.

16. ?
Q & A
Q: Why isn’t there a moisturizer included in the Mary Kay® System for Acne-Prone Skin?
A: Different people have different needs, and not everyone will feel the need for a moisturizer. But if they do, they can choose any of the oil-free moisturizers that Mary Kay® offers.
Now I want to spend the next few minutes discussing some of the product questions your customers might have so that you can be ready with an answer.
Why isn’t there a moisturizer included n the Mary Kay® System for Acne-Prone Skin?
Based on the advice of a consulting dermatologist who is considered by experts worldwide to be the authority on acne, the cleansing, controlling and prevention of acne are the steps most critical to success. While a moisturizer is an important step in a skin care regimen, it is not essential for acne control and prevention.
But for those customers who feel the need to use a moisturizer, tell them that they can choose any of the oil-free moisturizers that Mary Kay offers, allowing them to use the formula that best suits their individual needs. In this way they are truly getting a skin care program customized for their skin.
If a customer hasn’t regularly used a moisturizer or has oily skin, you might suggest that they give their skin a chance to get acclimated to the Mary Kay® System for Acne-Prone Skin before adding a moisturizer to their skin care regimen.

17. Q & A Q: Can anyone use Mary Kay® products for acne-prone skin?
A: Yes. They are suitable for all skin types.
Can anyone use Mary Kay® products for acne-prone skin?
Yes. They are suitable for all skin types.
While the primary target customer is women with mild to moderate adult acne, Mary Kay has conducted clinical studies with teens, and when used as recommended the 12-week results are similar to the results of the adult study. When men used the products during a consumer study, they also experienced benefits. The Mary Kay® System for Acne-Prone Skin is suitable for all skin types.
Keep in mind, however, that if someone is using a prescription medicine to treat their acne they should talk to their doctor before using any additional acne products. And women who are pregnant, or who are attempting to become pregnant, should also talk to their doctor before using any of the acne products.

18. Q & A
Q: Since the three products all contain salicylic acid, what makes them different from one another?
A: Each product has a specific role and is formulated to deliver very specific benefits.
Since the three products all contain salicylic acid, what makes them different from one another?
Each product has a specific role and is formulated to deliver very specific benefits.
Clarifying Cleanser for Acne-Prone Skin helps remove excess oil and keeps surface dead skin from collecting in pores.
Pore-Purifying Serum for Acne-Prone Skin helps control oil that may result in pimples and irritation, helps minimize the appearance of pores, and helps reduce shine. It is formulated to be applied to the entire face, avoiding the eye area.
Spot Treatment for Acne-Prone Skin should be applied directly on individual blemishes, instead of the entire face. It targets existing blemishes and helps reduce future breakouts.

19. Q & A
Q: Does a customer have to use all three acne products to see results?
A: Yes. For the best results, all three products should be used together since they were formulated to work as a team to fight acne.
Does a customer have to use all three acne products to see results?
Yes. For the best results, all three products should be used together since they were formulated to work as a team to fight acne.
However, if a customer only has occasional breakouts, they might only need to add Clarifying Cleanser and/or Spot Solution to their current regimen.

20. Q & A
Q: After using the products for a few days my skin feels tight. Is this normal?
A: It is fairly common for skin to go through a period of adjustment after starting any new skin care routine.
After using the products for a few days my skin feels tight. Is this normal?
It is fairly common for skin to go through a period of adjustment after starting any new skin care routine. But it’s important for you and your customer to remember that with acne products, more is not better, and overuse can lead to extreme dryness. Suggest to your customers that they carefully follow the directions for use provided with each product.
While skin may initially feel tight or dry as the products begin to work, it should normalize within a month and any uncomfortable tightness or dryness should lessen. If a customer already uses an oil-free Mary Kay® moisturizer on a regular basis, she can continue. For a new customer who has not regularly used a moisturizer in the past, or for someone with oily skin, you could recommend that she begin by using the Mary Kay® System for Acne-Prone Skin without any additional products. Once she sees how her skin acts you can help her decide if a moisturizer is needed and if so, which one would best meet her needs.
Remember to tell your customers that when using acne products, more is not better, and overuse can lead to extreme dryness. Suggest to them that they carefully follow the directions for use provided with each product.

21. Q & A Q: Does stress, diet or humid weather cause acne?
A: Although stress does not cause acne, it can trigger a breakout. Research has also shown that food has little or no effect on the development of acne. And since acne is caused primarily by hormonal fluctuations and excess oil, humidity does not play a significant role in causing acne. In fact, skin can actually produce more oil in colder, drier weather to compensate for the lack of humidity in the air.
Does stress, diet or humid weather cause acne?
While stress does not cause acne, it can trigger a breakout. When the body is stressed it increases the production of cortisol which can increase the production of oil.
Research has shown that food has little effect on the development of acne. While chocolate and greasy foods are often blamed, what you eat is believed to have little or no impact on whether or not you have acne.
And since acne is caused primarily by hormonal fluctuations and excess oil, humidity does not play a significant role in causing acne. In fact, skin can actually produce more oil in colder, drier weather to compensate for the lack of humidity in the air.

22. Q & A
Q: Can the Mary Kay® System for Acne-Prone Skin be used with prescription acne medication?
A: Maybe. But the customer should discuss this with their doctor before beginning use.
Can the Mary Kay® System for Acne-Prone Skin be used with prescription acne medication?
Maybe. But the customer should discuss this with their doctor before beginning use.
If a customer is using prescription acne medication, it is strongly recommended that before using any topical acne products they should talk to the doctor who prescribed the treatment product.

23. Q & A Q: Why is Spot Solution for Acne-Prone Skin green?
A: The pale green color of this product helps counteract the visible redness associated with blemishes.
Why is Spot Solution for Acne-Prone Skin green?
The pale green color of this product helps counteract the visible redness associated with blemishes.

24. Q & A
Q: When using Mary Kay® products for acne-prone skin can I use Oil Mattifier?
A: Yes. This product can be used as needed for additional oil removal and control.
When using Mary Kay® products for acne-prone skin can I use Oil Mattifier?
Yes. This product can be used as needed for additional oil removal and control.

25. Q & A
Q: Can Spot Treatment for Acne-Prone Skin be reapplied during the day?
A: Yes. But after it is applied you may have to touch-up your foundation.
Can Spot Treatment for Acne-Prone Skin be reapplied during the day?
Yes. But after it is applied you may have to touch-up your foundation.
Do you have any questions about what we’ve covered so far?
Now let’s move on to the how-to-sell section of our presentation.

26. Before You Can Sell… 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
It is so important that you become knowledgeable about acne and our products before really reaching out to customers.
An easy first step: take the time to complete this Product Knowledge Workshop.
Secondly, familiarize yourself with the products. Take the time to sample them so you can share that experience with your customers.
Now please know that no one expects you to be a scientist. Just be able to speak intelligently about our products. And know that it is okay to tell a customer “I don’t know the answer to that question, but I’ll find out and get right back to you”.
I believe in these products and I know you will too once you’ve had the opportunity to learn how they work and what wonderful results we’ve seen.
Before we continue, do you have any questions for me?
[Instructor, pause for questions.]

27. Knowing Who Your Customer Is:
Target
Primary:
Women 20 – 54
With mild to moderate adult acne
Secondary:
Men and Teens
Mary Kay has conducted clinical studies with teens and when used as recommended, the 12 week results are similar to the results of the adult study.
This line is going to potentially meet the needs of more people than you originally thought.
Why? Well, as you learned in the previous module, acne is a growing skin care segment in the market.
And look at your market opportunity …the target market is quite expansive:
Women 20 – 54
Men 20 – 54
And teens
Anyone in these categories who have mild to moderate adult acne could benefit from the Mary Kay Acne System.
Think about that. Think about your current customer base. Do they struggle with acne? Does someone in their family or one of their friends?

28. Knowing Who Your Customer Is NOT:
Not a Primary Candidate for Mary Kay System for Acne-Prone Skin
Cystic or severe acne
Under 12 years old
Currently receiving treatment for acne (or another skin condition, like rosacea)
Just as important as knowing who your customer is, is knowing who your customer is not.
We covered in previous modules that our acne system is an exceptional treatment option for women 20 – 54, men 20 – 54, and teens who have mild to moderate acne. This is very important to keep in mind.
Individuals who have “severe” acne, should seek medical advise from their physician or dermatologist. And of course, those who are currently receiving treatment for acne or any other skin condition like rosacea are not candidates for our products. You can; however give to them one of our product brochures if they are interested in discussing this as an option with their treating physician.
And let’s also keep in mind that children under the age of 12 years old aren’t the best candidates for our line either. Their very youthful skin is quite different from ours and our products may prove to be too strong for them.
Now that we’ve learned who our customers are …and are not …..let’s look at how to reach out to those individuals.
But before we do that, do you have any questions for me?
[Instructor, pause for questions.]

29. Selling Approach + Golden Rule Service
Ask │ Listen │ Learn
1. Announce the System for Acne-Prone Skin
2. Connect
with existing and new customers
3. Sell
the product
4. Grow
your business
A simple 4-plus step selling approach has been developed to help introduce you to this new category and share with you key information for how to sell the new Mary Kay Acne System.
The 4-plus steps include:
How to announce the Mary Kay Acne System,
How to connect with existing and new customers,
How to sell the product,
And how to grow your business.
And then, of course, keeping Golden Rule Service top of mind while working through this approach will deliver even greater success.
Before we walk through each of these steps in the coming slides let’s talk about what Golden Rule Service is all about.

30. Golden Rule Service Ask | Listen | Learn 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.
When it comes to your success, there is no doubt that selling tops the list. So, what’s the number one factor in making great sales?
It’s all about delivering exceptional customer service. If you don’t take customer service seriously, you run the risk of becoming a “one-time” beauty advisor. Then your customers will become “one-time” buyers. Obviously, your goal is to build a “deep and wide” customer base providing more and more customers returning to you again and again for all their beauty needs - and that means they will be a customer for life.
I’m going to share with you how easy it can be to deliver great customer service …..Golden Rule Customer Service.
It all starts with making a sincere, caring impression the very first time you interact with a customer – and all that really takes is three simple steps – ask, listen, and learn.
By simply asking what your customer needs, listening to her response and learning which products she truly wants, you’re sure to be on your way to customer service success and developing a strong, loyal customer base.

31. 1. Announce the System for Acne-Prone Skin
Spread the word:
What to use:
, Mail, and Phone
Look Book
Product Brochure
Facial, Skin Care Class, and Party
Announce that we have expanded our line:
Customer Profile to identify their need
Look Book and Acne Brochure to share clinical claims
Out and About
Share brochures to introduce our new line
Before you can sell, you have to introduce the product to your customers.
The starting point is your existing customers. Start with the customers that are currently using Mary Kay skincare, but desire a more targeted regimen to fight acne. They may be seeing good results, but may need something just a little stronger to get the ultimate results they are looking for.
Let’s first talk about the , mail, and phone options. There are so many tools you can utilize …such as the product brochure, the Look Book, and Ecards.
Besides mail and , what other ways can we announce the acne system to our customers? What about face-to-face interactions?
We should take advantage of introducing our acne system at our Facials or Skin Care Classes, General Parties like Open Houses, Color Appointments, and Body Care Appointments. If those you are speaking to don’t have acne issues, they may know someone who does.
As you know, when you’re out and about, there will be opportunities to introduce the acne line to a new prospect. But remember, acne can be a sensitive topic for some; your approach in this situation has to be handled with care. You may want to offer a potential customer information about the Mary Kay product line. If she says that she has skin care issues or, based on her answers to the skin care profile, you can mention the new acne system and share some of the test results. Then, if she’s interested in hearing more, you can book an individual appointment.
These ideas just scratch the surface…so unless you have questions at this point we can keep going to learn more.
[Instructor, pause for questions.]

32. Connect 2. Connect with customers Who: How:
Start with existing customers on MK skin care who need more
“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 due to their acne-prone skin
“We’ve added a new advanced 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.
Let’s now talk about how to “connect” with these customers.
Here we’ve provided a couple of starting points for your consideration and use.
For example, if you are talking to your current skin care customers who may need a targeted regimen for acne, you might say something like: “We are always innovating our product lines and we’ve added a new specialized skin care line that is more advanced than what you are currently using. Can I share some information with you?”
Or, for those customers who buy color from you, but not skin care due to their acne needs. You may mention to them …“We’ve added a new advanced specialized skin care line that might address your needs better than what you’ve tried in the past.”…
You’ll notice the approach is soft, we’ve simply presented and made them aware of the new line that Mary Kay offers, aware of another option that they may be interested in and benefit from.
Okay, we’ve talked about your existing customers. Now what about new customers? You’ll want to use success stories to reach out to those new customers. And refer back to the pointers we discussed when we were talking about announcing the new line - when you meet people in your facials, skin care classes, out and about, etc.

33. • Connect with Golden Rule Service
with customers
Ask | Listen | Learn
• Connect with Golden Rule Service
Ask
Listen
Learn
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 Mary Kay System for Acne-Prone Skin is the appropriate match to meet her needs.
How would you describe your skin type?
She might mention that she has combination to oily skin and is looking for products to help clear and prevent the occasional blemishes.
Learn from her response if the entire Mary Kay System for Acne-Prone Skin is the appropriate match or if just supplementing her current regimen with the Spot Treatment would be a better solution.
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. Share with her that we recommend she allow time for her skin to acclimate to the Mary Kay System for Acne-Prone Skin before adding additional products. A good rule of thumb is to wait approximately 4 weeks before adding additional products to the regimen.
Now let’s look at some examples of how to Connect using Golden Rule Service.
When we talk about excellent Golden Rule service, there is one component that you should prepare for in advance. You need to anticipate customer questions …ask her before she asks you. You can do this by thinking through the three step – “ask, listen, learn” – process. Okay, that may sound more complicated than it is, let’s look at some examples.
[Read from Slide]
We’re going to look at a few more examples, but what questions do you have for me at this moment about the ask, listen, learn approach? [Instructor, allow time for questions.]
With that, we’ve concluded the first two steps in the 4-plus step strategy. Are you getting more excited about starting this new chapter in your business? Well then let’s move on.

34. Sell 3. Sell the product How: Suggestions:
Sell to existing and new customers
Know the product / basic science and technology
Share product benefits (available on MaryKay.com.my)
Sell with 100% Satisfaction Guarantee
Allow your customer to “buy their way”
Let her customize her MK experience by shopping her way: in person, on the phone, or at home.
We’ve announced and connected …and now we must sell. This is the fun part!
You may find that customers fit into one or more of the following categories:
Loyal to the acne regimen they are currently using.
Hesitant to try something new because of the potential irritation to their skin,
And/or have lots of questions about our acne system.
You should be comfortable talking about the benefits these products can deliver. You’ll want to be able to share details regarding the basic science of acne and of our acne line. It is so important that you can speak intelligently about the system. Remember that there are tools available to you and your customer to address all of their questions: the Look Book, product brochure, product video, MaryKay.com, and your personal website.
Your current customers that know and trust the Mary Kay products, and know and trust you as their beauty consultant, are more likely to purchase the line without hesitation.
For your new prospects, they may be more hesitant and more interested in a “sample”. Share with her the 100% Satisfaction Guarantee and explain to her that single use trial sampling work best when the product provides an immediate experience. However, due to the nature of acne-prone skin, an extended testing period is needed to truly see results.
And lastly, don’t forget the value in allowing your customer to “buy their way”. Let her customize her MK experience by shopping her way: in person, on the phone, online or at home. Our customers really appreciate this benefit.
We’ve covered a lot of information in the last few slides …what questions do you have for me? [Instructor, pause for questions.] Okay then, let’s move on, we have more selling tips to cover ….

35. Sell 3. Sell the product Modify to Meet Customer Needs
- Acne Severity:
Suggested Regimen:
Occasional Acne
Clarifying Cleanser
and/or Spot Treatment
Mild and Moderate Acne
3-Step Mary Kay System for Acne-Prone Skin
Severe Acne
Consult a physician
We’ve already discussed how important it is to understand how acne is defined and how our products work to combat acne. Right?
As we all know, there are varying levels of acne. There’s those who have only an occasional breakout, those who consistently have mild or moderate acne, and those who suffer from severe acne. This grid offers a couple of suggestions, places to start ….when helping your customer treat their acne, whatever their level of severity may be.
Let’s look at the first example. For those customers who only have an occasional break-out, you may recommend just one or two of the three products – the Clarifying Cleanser and/or the Spot Treatment. If this particular customer uses all three of the products to treat the occasional blemish, she might experience over-dryness.
And as discussed before, all three of the products would be used to treat those who suffer from mild to moderate acne. And those with severe acne should seek advice from their physician or dermatologist.
The Mary Kay Acne System can, and should be modified to best fit the customers’ needs. 35

36. Sell with Golden Rule Service
Ask | Listen | Learn
3. Sell
the product
Sell with Golden Rule Service
Ask
Listen
Learn
Sampling:
Reassure her of the success she will see with the new Mary Kay System for Acne-Prone Skin and ask her to try the new line.
She might ask why she can’t try a sampler for free.
Learn from her response that she is interested in a low-cost trial. Share with her the 100% Satisfaction Guarantee and explain to her that single use trial sampling work best when the product provides an immediate experience. Also explain to her that due to the nature of acne-prone skin, an extended testing period is needed to truly see results.
We’ve touched on this point before, but it’s certainly worthy of another mention …in order to really deliver Golden Rule Service, we must always “sell the Mary Kay Way”. But relative to the Mary Kay Acne System, one of the first opportunities you may have to demonstrate that you sell the Mary Kay way is in regards to sampling the new line. Generally we offer our customers a sample so she can try before she buys. In this case, the sampling option is quite different from our norm. Let’s look at the example that’s provided on the slide.
When asking a customer to try the new line, first reassure her of the success she will see with the new Mary Kay Acne System and then ask her to try the new line. And remember to listen to exactly how she responds so that you can respond accordingly. She might ask why she can’t try a sampler for free. Share with her the 100% Satisfaction Guarantee and explain to her that single use packettes work best when the product provides an immediate experience. Also explain to her that due to the nature of acne-prone skin, an extended testing period is needed to truly see results.
What do you think? It’s a great practice to start ….think through the “ask, listen, and learn” steps and you’ll see greater success and your customers will be happy customers.

37. • Sell with Golden Rule Service
Ask | Listen | Learn
3. Sell
the product
• Sell with Golden Rule Service
Ask
Listen
Learn
Moisturizer:
What, if any, moisturizer are you using today?
She might tell you that she has a moisturizer that she absolutely loves and feels she has to use it to avoid the dryness that often results from the use of acne treatment regimens.
Learn from her response why she feels it is necessary to add the moisturizer. Share with her that she can either (1) try the Mary Kay System for Acne-Prone Skin without adding her moisturizer at first, and then can add it later if she chooses, or (2) if she feels strongly about not eliminating the moisturizer from her regimen, she can go ahead and start the Mary Kay System for Acne-Prone Skin and continue use of her moisturizer. Take this opportunity to introduce her to the Mary Kay oil-free moisturizer that is right for her.
Toner:
Are you currently using a toner?
She might say that she does use a toner for a complete clean feeling and for the ingredient benefits. And she might wonder why our acne line does not include a toner.
Learn from her response why she feels it is important to have a toner and acknowledge her interests. Share with her that our recommendation is to stop the use of the toner when starting the new Mary Kay System for Acne-Prone Skin . However, if after finding success with the new acne products she still feels she wants a toner, she may add the toner after the cleansing step.
With any new skin care regimen, there are going to be questions about products they are currently using or aren’t using that they will need to delete from their regimen or add to their regimen depending on their particular skin care needs.
For example, the use of a moisturizer is always a hot topic when working with customers who have acne-prone skin. You’ll want to be sure to add or remove a moisturizer from the customer’s regimen depending on his or her specific needs. [Instructor, read “Moisturizer” example from slide.] Just remember that people with acne tend to have oilier skin, but this is not true for everyone. In fact, oily skin may need a moisturizer, and many dermatologists recommend the use of one. You’ll need to work with your customer to determine what is best for her.
And then you may encounter customers who feel they need a toner. This will probably be another very common question you encounter. We recommend that she stop using the toner when starting the new acne system because it has all the ingredients she needs to fight acne; however, if after finding success with the new acne products she still feels she wants a toner, she may add the toner after the cleansing step.

38. Sell with Golden Rule Service
the product
Ask | Listen | Learn
Sell with Golden Rule Service
Ask
Listen
Learn
Converting Hesitant Customers:
Ask her if she is open to try something new.
She may be:
Loyal to acne regimen currently using
Hesitant to try something new
Very inquisitive and curious
Most who have acne-prone skin will have many questions as they consider trying a new product or regimen.
Learn from her response and acknowledge her concerns. Share with her the 100% Satisfaction Guarantee and reference the product benefits. You don’t have to be the expert, utilize tools available:
Look Book
Product brochure
MaryKay.com.my
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.
Here we’ve provided two more very common and important examples of how to sell the Mary Kay Way.
We all know how hard it can be to convert those hesitant customers. Right? It’s important to remember if you ask the right questions, and listen, I mean really listen to her response, then you can learn what she needs to be comfortable with buying something and becoming a customer of yours.
And because it’s worth mentioning again …be sure to respect her time by allowing her to shop her way. Remember, great customer service is personal service. That means you will want to customize the way you contact each customer based on her wishes. Let her customize her MK experience by shopping her way: in person, on the phone, online or at home. Our customers really appreciate the flexibility that we offer …

39. Grow 4. Grow your business Follow-up 2 days 2 weeks 2 months
Steps:
Details:
Follow-up
2 days
2 weeks
2 months
Ask for Referrals
Ask satisfied customers for referrals
Through referrals, introduce the new Mary Kay System for Acne-Prone Skin 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
Now let’s talk now about how to grow your business.
The follow-up is so important, and you shouldn’t expect customers to follow-up with you. The concept of following-up is not new to you, but remember that it’s even more important when working with customers who have acne-prone skin.
When you are following-up with her, be sure to ask her for referrals and a testimonial if she is satisfied with her experience. The chances are good she’ll gladly share with you or introduce you to friends or family that have similar skin care needs. And those testimonials are excellent to use as you are meeting new customers.
Let’s look at how we can apply the Ask, Listen, Learn technique to the follow-up and request for referrals and testimonials.

40. Grow with Golden Rule Service
Ask | Listen | Learn
4. Grow
your business
Grow with Golden Rule Service
Ask
Listen
Learn
Follow-up:
Two days after the sell, contact her and ask her how the new 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 because she is already seeing some dryness.
Learn from her response that she may need to adjust the regimen. Share with her that drying is common when fighting acne. If needed, be sure to introduce her to the MK moisturizer that would help manage the dryness. Always remember the approach. Be sure to follow-up with her in 2 days to check that the moisturizer is meeting her needs; 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 Mary Kay System for Acne Prone Skin, 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 customer like you. Do you have any friends or family who might benefit from our new line?” Or you may ask her she would be interested in holding a party and earning free products.
There are many ways to provide great customer service. The key is keeping in regular contact with them – whether through phone calls, mailings, or s. The more accessible you are and the more proactive you are with meeting their needs, the stronger their relationships with you will be, and with a strong relationship comes great success.
These are some examples of how you might grow your business using the Golden Rule Service Ask, Listen, and Learn technique.
[Instructor, read from the slide …both the “follow-up” and “referrals and testimonials” examples.]

41. Selling Strategies + Golden Rule Service Announce 4. Grow 2. Connect
Ask │ Listen │ Learn
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
3. Sell
– Retail size to existing customers
– Allow customers to “buy their way”
4. Grow
– Follow-up
– Ask for Referrals
– Ask for Testimonials
That’s it! Let’s recap the 4-plus step selling approach to arm you with key information for how to sell the new Mary Kay Acne System.
The 4-plus steps include:
How to announce the Mary Kay Acne System,
How to connect with existing and new customers,
How to sell the product,
And how to grow your business.
And then, of course, keeping Golden Rule Service top of mind while working through this approach will deliver even greater success.
There’s one last module that we will review together … a summary of sorts… the “Test Your Knowledge” quiz.
With all that you have learned today …you are ready to go, ready to be the best you can be, ready for success ….Good luck!