1. Customer Follow Up
Caso não utilize a parte “voltando a sonhar” do modulo, favor deletar

2. 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

3. 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

4. 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

5. 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

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

7. 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

8. 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

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

10. 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

11. 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

12. 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 etc. Build a personal relationship
Congratulate the customers that reach positive results
Promote the customer days and parties 12

13. 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

14. 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

15. 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

16. 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.