LL - Health Brands Save - A - Sale Script

Apply the Save A Sale Script to all requests to Refund or Cancel an order

Main focus: Terminating the Use of a Product Never Helps a Customer Meet their Health Goals.

(exceptions)

• adverse event complaint/made me sick/i had a reaction
• my doctor said not to take, i have a medical issue, or it interferes with my medication. 
• Reply: I'm so sorry, I'm happy to send you return instructions 
• (this is an opportunity to cross-sell to a different product) so you should ask: "what were you hoping for when you ordered "xx", maybe we have a different that would meet your needs?"

Goal: 

1. Find out what happened to change their mind Key questions to ask: 

• What's going on, what happened?
• What made you change your mind?
• What were you hoping for (when you ordered the product)? What trouble areas do you have?

2. Then use this reason to encourage them to remain on the product, so we can continue to help them meet their health goals, or suggest an alternate product that may meet their needs.

3. Overcome the Objection:

Didn’t work as expected: (No results, using a different product now, No longer use the product)

Objective: Find out what they were trying to accomplish by using the product (why did they order it in the first place) and use that reason to re-sell the benefits to the customer.

1. When you ordered this product, what were you hoping for? (improve skin tightness, wrinkles, boost immunity, lose xx lbs, etc.)

2. What happened when you used the product? What results did you get?

3. Have you seen any changes? (Sleeping better, better mood, feel better in general, better lab work, etc).

3. How much time do you think it should take to achieve this goal? 

• Agent should troubleshoot the lack of results - (see No Results Script). 

  • Are/were using the product correctly? 
  • Encourage continued use/give it more time (Most people see the best results in the 2nd and 3rd month). 
  • We are here to help.  
    • If NO - move to financial explanation

Financial:  "I'm so sorry to hear about this. We really want to help you reach your goal. We are happy to adjust your price to save you the hassle of returning this item.

• 1st offer: "We can adjust your price by an additional 20% off - how does that sound to you?"
  • - Yes, move to partial refund - No move to 2nd offer:
• 2nd offer:  "We can an offer you a Free bottle, so you have more time for it to work" 
  • - if yes, move to set task to issue a Free Bottle - No, move to 3rd offer:
• 3rd offer:  Cross-sell to a similar product. They can refund/return, and you can suggest/sell something else that fits their goals. 
  • If yes, move to refund original order and place new order. If No, Refund and thank them for trying. 

Too much stock: "Rather than cancel completely, we can skip your order for xx days -  Don't worry, we'll continue to email you a reminder a few days before the shipment, and you can extend it further at that time if needed."

• Agent change date, or set task for date change

Didn't know they were on Auto-Refill:  (this is a sales opportunity!!) "No problem, I'm happy to help

(Resell the benefits of the product - "why did you order XXXXX in the first place? Are you still trying to achieve that? How's it going so far? (Resell the benefits of Auto-Refill)

• "If you plan on placing a future order, remaining on AutoRefill is a great way to lock in your current low price should the cost increase, it also takes all the work out of re-ordering. And you can manage your account all on your own"  

• If No, move to can't afford script: 

  We really want to help you reach your goal. We are happy to adjust your price"  -

• 1st offer: "We can adjust your price by an additional 10% off - how does that sound to you?"
  • - Yes move to process order - No move to 2nd offer:
• 2nd offer:  "We can adjust your price by an additional 15% off - how does that sound to you?"
  • - Yes, move to process order.

Not sure if the product will work:   "I can understand how you might be skeptical, that's why:

• We stand behind our 365 Day "you must be thrilled" guarantee, so you are at no risk should the product not meet your needs.
• We have 100's of product reviews written by customers just like yourself posted on our website, with new ones being added daily! Likewise, we are very proud that every product is currently rated over 4 stars! See Reviews on the website product page.

Not sure how to use the product/can't remember to take it: "I'm happy to go over the usage instructions and give you guidance." - see product usage

Trouble with website, can’t figure out how to log in or manage my order:  "I'm very sorry for the trouble. We are always here to help you manage your account, you can call or email us with your request - I will also help you gain access to your account".

Won't be home for shipment:  "I'm happy to help you change the address or hold your order for a future delivery".

• Agent make changes, or set task for changes

If NO —

We’re truly sorry to that (the product) didn’t meet your expectations. We understand how disappointing that can be, especially when you were looking forward to seeing the promised results. We’re committed to ensuring you have a positive experience with us, and we'd love to make it right. Instead of going through the hassle of returning your package for a refund, we’d like to offer you one of the following:

• A free bottle of any product in our store
• A $50 coupon to use on any future purchase
• (FOR SUBS: An additional 10% discount for the life of your subscription)

We hope this helps you find something that better suits your needs. Please let us know which option you prefer, and we’ll get it started for you right away. Your satisfaction is our top priority, and we're here to help in any way we can.

Otherwise you will send them to the portal to get return instructions.