customer care training with special guest: jan macmahon millionaire team host: marcel iseli...
TRANSCRIPT
Customer care Training
with Special Guest:Jan MacMahon
Millionaire Team
Host: Marcel IseliPresidents Team
Recap: Reference Points
Are the products safe?
Who can use the products?
Questions and Objections
90 % Opinion
10 % of the Facts
“I don’t know about that.
All I know is…(stories)”
FactsYour Story
Other People’s Stories
The Herbalife Story– 70 million people– 30 years– 73 countries – $ 3.8 Billion– Rapid growth
Mega Dosage Law
If too much of any one ingredient
= not allowed to manufacture or sell
Labelling Law
No contra-indications
No scheduled warnings
WARNING
Cellular Nutrition
• Consumption
• Absorption
• Regeneration Villi
How to use: 3 – 2 – 1
dailytablets shakes Meal
lose 3 2 1
gain 3 3 3
maintain 3 1 2
Now please help me welcome our Special Guest :
Millionaire’s Team member
Jan MacMahon
Customer Care
1 – 3 – 7 – 14
– 21
– 28
Customer Care
Day 1
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
Customer Care
Day 4
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………
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.
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.
Customer Care Days 7 – 14
– 21
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…
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 ?
Customer Care
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.
Jan MacMahonMarcel [email protected]