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Follow up and attending to the customer 24/04/2017 Follow up and attending to the customer “When you close a deal you make money for that moment. But when you invest in good customer service manner, you can make fortune .” SS – Show slide: Follow up and attendance to the customer. (leave this slide on show when starting this section. First thank the previous lecture. Remind the participants that wais of atracting new customers were explored. Lembre os participantes que formas de encontrar e atrair novos customeres foram exploradas. Explique que o benefício do atendimento ao customere de longo prazo é: - Continuidade, sustentação e estabilidade do próprio negócio - Fonte de novas Indicações - Distribuidores em potencial Peça para todos os Distribuidores na sala que antes eram customeres satisfeitos ficarem de pé ou levantarem a mão. Apresente o palestrante do tema “Acompanhamento e atendimento ao customere”. Jim Rohn Business Philosopher 2

Why follow up? A satisfied customer has positive results and... 24/04/2017 Why follow up? A satisfied customer has positive results and... Buys it again and increases the value of next order Talks to their friends about the products and personal results Shows interest in selling the products and to become a Herbalife Independent Distributor The customer buys into a long term result… Not just a product 3

What makes you a customer that buys again? 24/04/2017 What makes you a customer that buys again? O que faz de você um customere que compra novamente? Peça para alguns voluntários compartilharem suas melhores experiências de vendas fora da Herbalife – o que fez com que eles voltassem a uma loja ou comprassem certo produto várias vezes. Peça duas ou três respostas. 4

Respect the Customer To be TRUTHFUL. 24/04/2017 Respect the Customer To be TRUTHFUL. Respect the customer code of conduct To share correct information about the products To transmit honest expectations It is important to create a real image of ourselves: Use official Herbalife literature! 5

Why follow up? To retail more To develop relationship with a long term customer Have more people benefiting from the products

Accessories to complement Enthusiasm! We have to believe more in the customer than they believe in themselves Customer profile information Measure tape Scales Camera Gifts to increase sales

Know your customer Information: key to a good relationship 24/04/2017 Know your customer Information: key to a good relationship What to register and why ? 8

Creating a memorable experience 24/04/2017 Creating a memorable experience Efficient service Personalised delivery Excellent follow up Recognise results with promotional gifts! 9

Example follow up plan Day 01 Day 19 Day 03 Day 29 Day 07 Month 2 24/04/2017 Example follow up plan • Ask how they prepared the shake • Ask about their levels of energy • Ask them their goals • Motivate them with their plan • Is time to make another order • Ask about their progress. Are their objectives close to achievement? • Offer a new shake flavour Day 01 Day 19 • Ask about their levels of energy • Ask how much weight/measures they managed to reduce • Ask for referrals (names and telephone numbers) • Revise the programme in case of their weight goals aren’t satisfactory • Ask about their appetite and levels of energy • Ask how they prepared the shake • Tell them a story of success Day 03 Day 29 • Ask about their appetite and energy. • Ask if they checked their measurements, weight • Ask if someone noticed any difference • Ask for referrals (in case satisfied). • Tell them another story of success • Monitor progress once Their levels of energy, appetite, weight control Day 07 Month 2 • Ask if someone noticed any difference and about their levels of energy • Ask how much weight/measures they managed to reduce • Introduce them to another product • Monitor progress twice a month First time to get a new order and second time to make sure you customer received the products and are following the programme correctly This is a good time to ask for new contacts . Day 13 After 10

How to give more support to your customers: the products 24/04/2017 How to give more support to your customers: the products Learn more about the products benefits by reading the product brochure and other marketing collateral Keep focus on the results Keep track of your customer story Avoid leaving your customers without the product Talk to your customers about the products they are yet to try 11

Creating a excellent relationship with your customer 24/04/2017 Creating a excellent relationship with your customer Keep a contacts agenda Schedule courtesy calls to your customers Always be available Follow the delivery of the products closely and be thankful for the order Remember birthdays and other important dates sending a card or an email etc. Build a personal relationship Congratulate the customers that reach positive results Promote the customer days and parties 12

Getting more contacts from customers 24/04/2017 Getting more contacts from customers A satisfied customer... Is your best advertising Ask you customers to share their success with friends and family Referrals are the best source of new customers 13

Follow up YOU New Distributor Your product and Your service 24/04/2017 Follow up YOU Your product and Your service Customers results Satisfied customers Who do you know? Permanent customer Buy other products Opportunity for business New customer New Distributor Frequent Sales 14

The example of Mark Hughes 24/04/2017 The example of Mark Hughes O exemplo de Mark. “Preoccupy more about your customers success than the money you can make with them and you will be successful” Mark Hughes 15

Look after your customer Monitor their progress Do not be carried out by the easiness of the daily contact! Be a “professional” Distributor. Invite you customer/participant for a presentation in a club, Weight Loss Challenge, shake party etc. Continue to encourage your customers every day Think of each customer as a plan: 1 day, 7 days, 30 days, 90 days etc. How will you stay in contact with them? Follow up meetings, calls etc.