IBO Book - UK

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TURNING CUSTOMERS INTO LOYAL CUSTOMERS

Customer Support Helps Build Loyalty

It's important to have a structure in place to support and follow up with your customers. This not only helps them achieve their goals, but also cultivates a loyal customer base which in turn, helps you retain, customers and/or move to higher levels of the Sales & Marketing Plan.

Whether your customer purchases one product every two months or a full Herbalife programme every two weeks, every customer deserves great service. Treating them with respect and care is one of the best ways to: • Help your customers achieve positive results. • Continually strengthen your relationship. • Encourage them to re-order products and become loyal customers. • Make them want to recommend products to others. Be sure to cover the following points as part of your customer support and follow up: 1. Educate your customers about good nutrition and what their body needs. 2. Ensure they don't skip meals. 3. Help them to eat enough protein for their body's needs and goals. 4. Talk to them about the benefits of healthy fats and ensure they are getting sufficient amounts each day. 5. Check they maintain adequate hydration levels. 6. Ensure they get regular physical activity that's right for them. 7. Make sure they rest and recover. 8. Inspire them to reach their goals. The support and follow up you provide your customers should be tailored to them and their goals. It's all about helping your customer to reach their personal Level 10. And always strive to: Listen and get to know your customers and create a customer community. 1. Learn about your customers so you can personalise the experience 2. Use their name and make them feel important. 3. Recognise their loyalty. Perhaps you may like to give them a small gift for their achievements. 4. Create a community of customers - it might be face to face at a customer evening, or an online community.

Remember: As a Herbalife Member you are in the unique position to offer added value to your customers - something they wouldn’t get with a normal product purchase in a shop.

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