1- Retailing to Customers

2- Having other people in your team retailing to customers

YOU

Customer HerbalifeSupervisor/Distributor Sponsor Tabulator

CustomerSupervisor/Distributor Sponsor Tabulator HerbalifeHerbalife

1- They are motivated

2- They gain confidence to call their friends

3- They have money in their pocket while they are building a team

4- They will duplicate a healthy business

1 – Casual retail

2 – Professional retail

Two kinds of sales

Business

Nutrit

ion

Weig

ht

Man

agem

ent

Skin C

are

Total Customer

Outer Nutrition Customer

Inner Nutrition Custome

r

Customer Base•Step 1 – Step 1 – BuildingBuilding

•Step 2 – Step 2 – Establishing the Base Establishing the Base (from 20 to 30 repeat customers)(from 20 to 30 repeat customers)

•Step 3 – Step 3 – MaintenanceMaintenance

•Step 1 – BuildingStep 1 – Building

1) We offer Free Hydrations to:a) People we knowb) Their referrals

Make 2 presentations a day:Your goal for the presentation:a) To assess interest & get referralsb) To get customers on inner or outer nutritionc) To add a new member to the team (distributor)(Make the general presentation, assess the interest in IN or ON and talk about the opportunity)

Presentation on Inner Nutrition

Presentation on Outer Nutrition

Business Presentation

General Presentation

Make two presentations a day:

Set the appointment

Present all 3(Products IN/ON and business opportunity)

Understand interest & get referrals

Be professional at each step of the production triangle:

How to conduct the general presentation:1 – Talk about the industry

2 – Talk about the company

3 – Talk about Inner Nutrition

4 – Show actual results

5 – Does the prospect want to lose weight?

If yes = introduce INIf not = do the hydration

TOTAL PLANTOTAL PLAN

General Presentation

To identify the customer’s needs, do as follows:

Inner NutritionPresentation

If they want to lose weight:

General Presentation

How to present the Inner Nutrition Product Line

1- Create a good ambiance

2 – Questions: Verify what the custmer wants, why they want it and if they are serious about managing their weight

3 – Explain the “nutrition problem” (unbalanced nutrition)

4 – Tell them about the Company and the products

5 – Show results

6 – Talk about the time needed to get your weight under control and the weight maintenance time frame

7 – Close the sale

General Presentation

Outer nutrition Presentation

If they do not want to lose weight If they do not want to lose weight

How to begin a hydration:How to begin a hydration:

1 – Product on half of the face

2 – Allow the client to feel the difference

3 - Product on the other half of the face

4 – Ask for referrals and close the sale

To present Outer Nutrition, make the hydrationTo present Outer Nutrition, make the hydration

Inner NutritionPresentation

Outer Nutrition Presentation

Business Presentation

General Presentation

Make two presentations a day:

Our goal is to have 20 to 30Our goal is to have 20 to 30repeat customers that purchase repeat customers that purchase

every monthevery month

On reaching that, you will have:On reaching that, you will have:

1- 2500 PV – every month1- 2500 PV – every month

MAIN GOAL:MAIN GOAL:To generate a repeat To generate a repeat customer base:customer base:

In order to achieve thisIn order to achieve this, , we need to we need to follow up with IN and ON customersfollow up with IN and ON customers

On the follow up we need:On the follow up we need:1- To help the customer get results1- To help the customer get results

2- Make the customer feel special2- Make the customer feel special

3- Support the customer to establish new 3- Support the customer to establish new eating and skin care habitseating and skin care habits

2 Presentations a day = 40 per month You will get an average of 2 new customers on IN and 12 new customers on ON.

OBS.: An average of 30% of customers on ON become repeat customers that will place another order every 3-4 months.

Customers on ON are normally committed until at least the end of the program.

Use the “repeat customer plan”After approx. 6 months with 2 new IN and 12 new ON customers you accumulate:10 repeat customers on IN that will re-purchase products every month,And 24 customers (12 customers per month x 6 months = 72 x 30% = 24 customers) on ON that... 6- 8 customers will re-purchase products each month (they replace the products every 3-4 months)In total, after approximately 6 months you will have:16 repeat customers and 14 new customers per month.

With the above you will have: 30 customers giving you an average of 70 VP each = 2500 VP (together with ON)With a profit of: $ 3,500 per month

The Plan.

* Step number 1 is accomplished when you have built your “Elite House”

DWholesale

400 vp

BNew Customers

Nº Customers IN: 2Nº Customers ON: 12

980 vp

APersonal Use

250 vp

CRepeat Customers

Nº Customers IN: 10* Nº Customers ON: 6*

1,120 vp

House 2/12

+2500v. p.

14

10

Step 2 – Establishing a base of 30 repeat customersUse the “repeat customer plan” to reach 30 customers a month.

(As your repeat customer base grows, you might reduce the number of presentations and focus on building your organization, but you must keep at least 30 customers buying

products every month).

1

New Customers

Repeat Customers

1515

2

30

Step 2 – Establishing a base of 30 repeat customers

New Customers

Repeat Customers

25

5

3

30

Step 2 – Establishing a base of 30 repeat customers

New Customers

Repeat Customers

30

0

4

30

Step 2 – Establishing a base of 30 repeat customers

New Customers

Repeat Customers

Step 3 – Maintenance.

Maintaining a base of 30 customers who place orders every month (not all customers will re-purchase their products every month. Remember,

you need to have 30 customers that re-purchase their products each month. Therefore, you need to have at least 80 active customers.)

Repeat Customer Plan:

The repeat customer plan will help you understand customer needs and provide a means for you build a repeat customer base. Therefore, while you build your base you will have more time, higher earnings and a healthier business.

Objective with ON customers:

1) That the customer will stay with me forever

2) That the customer will add additional products to their orders

3) That the customer will use IN products

4) That the customer’s family will use the products (ON and IN)

5) That the customer will refer other customers6) That the customer will learn about the business

opportunity

Objectives with IN customers:

1) That the customer will have the results they expect

2) That the customer will refer other customers

3) That the customer will use ON products

4) Educate the customer to develop good nutritional habits, so they will use our products forever

5) That the customer’s family will use the products (IN and ON)

6) That the customer will learn about the business opportunity

TotalCustomer

Customer ON

Customer IN

Therefore we need:

1. Information on the customer

2. A good relationship with the customer

3. To create new habits for the customer

4. Provide information and attractive promotions

Total Customer

IN or ON Customer

Former Customer

Did not Purchase

Interest

Data Base

We will use: 1. “Customer Follow up Chart”, “Customer Guide”,

booklet “Look Young” etc.

2.Follow up Program - “Herbal System”

3.Phone contact

4.Mailing (Post Cards and information flyers)

5.Personal visits

6.Promotions and promotional material

7.Dinners “Nutrition and Life Quality”

8.Business binder and Herbalife System

Fixed Script – ON Customers

The fixed script includes scripts for letters and calls, designed to achieve the objectives with the customers

On the presentation day:a) Complete the customer service/follow up chartb) Leave the “Look Young” leaflet and the interest sheet

After the purchase:3rd day – Phone call

a) Check the usage of the products /sequence / enjoying it / questionsb) Confirm if they have told their friendsc) Tell them about the post card he/she will get with H$ (“Herbal cash”) to be used on the next purchased) Tell them you will contact them again in approx. 10 days

7th day – Post Carda) Saying thanks for the order, H$ (“Herbal Cash”) and expire date

15th day – Phone Calla) Check if the post card was receivedb) If yes, questions on the discount of H$ (“Herbal Cash”)c) Ask about their product resultsd) Tell them that they will be kept informed on the indicationse) Tell them they will be kept informed on company news and that you are available for them to contact

Send letters from month 1 up to 12 (one every 30 days)

Fixed Script – IN Customers

On the day of the presentationa) Complete the customer service/follow up chartb) Leave “Customer Guide”

Call on days 3, 7,14 & 21 (using the Herbalife career manual to place the call)

Visit & deliver products 2 days prior to them running out

Send IN letter from month 1 up to 12 (one every 30 days)

Personal Script

Use the personal script for personal service targeted at the customer’s needs

• Call before their other products have finished

• Call before their Herbalife products have finished

• Call on their birthday

• Send a post card or letter on special promotion days

• Call before the H$ (Herbal Cash) expires

• Invitations for the “Nutrition and Quality of Life” dinner

• Promotional letters

8 people on the plan = GET

32 people on the plan = Millionaire

80 people on the plan = President