1. Customer care Training with Special Guest: Jan MacMahon Millionaire Team Host: Marcel Iseli Presidents Team

2. Recap: Reference Points Are the products safe? Who can use the products?

3. Questions and Objections 90 % Opinion 10 % of the Facts “I don’t know about that. All I know is…(stories)”

4. Facts Your Story Other People’s Stories The Herbalife Story – 70 million people – 30 years – 73 countries – $ 3.8 Billion – Rapid growth

5. Mega Dosage Law If too much of any one ingredient = not allowed to manufacture or sell

6. Labelling Law No contra-indications No scheduled warnings WARNING

7. Cellular Nutrition Consumption Absorption Regeneration Villi

8. How to use: 3 – 2 – 1 daily tabletsshakesMeal lose321 gain333 maintain312

9. Now please help me welcome our Special Guest : Millionaire’s Team member Jan MacMahon

10. Customer Care 1 – 3 – 7 – 14 – 21 – 28

11. Customer Care Day 1

16. Day 1 questionsDay 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

17. Customer Care Day 4

18. Scheduled call day471013161922252828 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 ………

19. 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.

20. 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.

21. Customer Care Days 7 – 14 – 21

22. 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 …

23. 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 ?

24. Customer Care

25. 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.

26. Jan MacMahon Marcel Iseli marceliseli@aapt.net.au