Customer Follow Up

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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 .”

Jim RohnBusiness Philosopher

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Why follow up?

•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

A satisfied customer has positive results and...

The customer buys into a long term result…Not just a product

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What makes you a customer that buys again?

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• 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:

Respect the Customer

Use official Herbalife literature!

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Why follow up?

• To retail more

• To develop relationship with a long term customer

• Have more people benefiting from the products

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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

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Know your customer

Information: key to a good relationship

What to register and why ?

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Creating a memorable experience

•Efficient service

•Personalised delivery

•Excellent follow up

Recognise results with promotional gifts!

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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

Day 01

• Ask about their appetite and levels of energy• Ask how they prepared the shake• Tell them a story of success

Day 03

• 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

Day 07

• 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

Day 13

• Is time to make another order• Ask about their progress. • Are their objectives close to achievement?• Offer a new shake flavour

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

Day 29

• Monitor progress once • Their levels of energy, appetite, weight control

Month 2

• 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 .

After

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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

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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

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Getting more contacts from customers

•Is your best advertising•Ask you customers to share their

success with friends and family•Referrals are the best source of

new customers

A satisfied customer...

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NewDistributor

Permanentcustomer

Buy other products

Follow up

Your product

Customers results

YOU

Your service

Satisfied customers

Who do you know?

Opportunityfor business

Newcustomer Frequent Sales

and

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The example of Mark Hughes

“Preoccupy more about your customers success than the money you can make with them and you will be successful”

Mark Hughes

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Look after your customerMonitor 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.