Wednesday, June 26, 2013

Customer Service

Create Customers for Life With 4 Easy Steps

1. Stay in touch with your customers
The art of staying in touch, while not becoming a nuisance is essential.  You should touch base with your hostess enough to let her know that you are excited about her party and to calm any pre-party jitters, but not so much that she starts to avoid your phone calls.

The same principle goes for staying in touch with your customers.  Reach out to your customers after the party to thank them for attending and answer any questions they may have about their purchases.  Stay on their radar with a monthly newsletter or email promoting specials that may be of interest to them with the Pure Romance Media Center located under the Marketing tab in your COO.

Remember: When you're getting in touch with your hostesses and customers, keep it professional!  Texting and Facebook messaging are fantastic for your friends, and the Media Center is a great tool for sending out newsletters, but when it comes to communicating one-on-one, nothing beats a good old-fashioned phone call.  It's just the best way to be sure you got your message across.

2. Resolve all backorders promptly- this is a MUST!

A backorder is any item a customer purchses that you don't have available for her to take home the night of the party.  It should go without saying, but we'll say it anyway, your customer will want her product as soon as possible!  It's your job to make sure that backorders reach the customer within 10 business days.

Sometimes, an item may be unavailable because it's on backorder at the Corporate Office.  If that's the case, you should call your customer as soon as you find out the item's status.  Give her the option of waiting or substituting a similar product.  If she declines these options, offer a refund.

All corporate backorders are listed (usually with estimated return-to-stock dates) in the Consultant Online Office under Orders>View Backorders.  If you check this list before each party, you'll be able to inform customers of the wait time for any backordered products.  YOU can find more information on backorders by listening to the "Processing Credit Cards and Backorders" conference calls.

3. Be classy and discreet

Keep in mind that your customers may not be as used to discussing intimacy as you are!  Your goal is always to make her feel comfortable, so make sure to respect her privacy both in and out of the Ordering Room.

4. Follow Up!  Follow UP!  Follow Up!

[This is by far my biggest issue- even more so than organizing.  Speaking of organizing, I don't have the 2nd sheet to this list so here's my best shot at follow up]

We used to have MAC calls (morning after calls) but Idk what happened to them.  Basically you called everyone at the party the next morning.  Now, I think, we're supposed to focus on those who want to book a party if they didn't book that night and those who requested recruiting information.  Call your hostess and thank her again.  See if she has anyone who left early that may still want to order.

Tuesday, June 25, 2013

Creating your opening speech

The first exercise is from my very first PRU.  It was homework we did before the training.

Read through each question then go back and answer.  Each answer will help you create the story for your Opening Speech.

What made you decide to join Pure Romance?

What do you hope to gain by starting your own business?

When you achieve success, how will your life be different?

How will you feel when you achieve your vision and how will it affect you and your family?

In whose life will you make a difference while you work your business?

Once you answer all of these questions you can use them to create your story.  Be passionate about why you chose Pure Romance- you never know who may be listening extra carefully!!

Sample Opening Speech

After attending my first party I was hooked!  What impressed me most was the philosphy of the Founder and CEO of Pure Romance, Patty Brisben, which was stated right in the catalog.  I connected with her approach of empowering and educating women and providing them with quality products in a confidential and safe environment.  I was also impressed with the money that could be made!  Since I needed to contribute to my family's income, Pure Romance became the perfect solution for me.

As we go through the presentation, if you think what I'm doing looks fun and you'd like to know how much money I make, see me in the ordering room and I'll provide you with some information about the business opportunity to take home with you tonight.  If you are looking to make extra cash, have fun and have control over your schedule, Pure Romance may be right for you.

I would like to thank [hostess] for inviting us into her home.  Can I see a quick show of hands of how many of you have been to a Pure Romance party before?

For having the party today, [hostess] will be receiving a percentage of the total sales of the party in free product of her choice- anything she would like.  So when you come into the ordering room, order well!  If you're interested in hosting a Pure Romance party of your own, let me know and we can set up a date that's convenient for you.

Here is the fun part- tonight, you will get to taste our edible products and smell our scented products.  Let's make your left hand your 'licker' and your right hand your 'sniffer.'  Remember it's okay to sniff your 'licker' but don't lick your 'sniffer!'

Our party is divided into two segments.  The first part of the party consistes of our massage and bath products, lubrucants, arousal products, games, books and some novelties {I add the vaginal health section, too}.  The second portion of the party is dedicated to bedroom accessories <wink>.

For your privacy, I will be setting up a separate ordering area that is [describe where ordering room is].  This will allow you to come in one at a time and select the items that you would like to take home, as well as ask any questions you may have.

You can pay by cash, check (made payable to me) or major credit cards and we will take care of that in the private ordering room.

I have catalogs and order forms for each of you.  Please know that your catalogs are yours to take home.  I encourage you to circle and star anything in the book that you want to take home with you.  {I stopped saying that to preserve catalogs until Chris pointed out that business cards get misplaced more easily than a catalog}

On the order form, I just need you to fill out your name, address and telephone number on the top of the form.  Much of what you order tonight is going home with you.  However if there happens to be an item I don't seem to have, the product will be sent directly to you in about 7-10 business days.  Your Hostess will never now what it is that you ordered and it will arrive in descreet packaging.  Take a minute to fill out the order form {I use the CCC instead} and that's all the paperwork you're going to have to do this evening.

Okay, let's get started!

This is the one that's on your COO and it can be changed to suit you however you like- it's simply a guideline.