LL - Health Brand Sales Call Script

Customer: Hi, I'd like to place an order for (xxx) or I have a question about (product) 

Agent: Yes! I'm happy to help you with that (answers question)/moves to place order

Step1: Always Ask the Hot button questions 1 & 2. (We never skip these)!

• How'd you hear about (PRODUCT) - what did you think about Dr. XXX's video?
• What interests you most about (PRODUCT)? 
• What results are you hoping to achieve?
  • Or what is your health goal?
  • Or how much weight are you wanting to lose? (if this applies)
• Have you tried other products like this? What did you find were your biggest obstacles?

Step 2: (benefits/pricing)

1. Educate them on the benefits of the product, discussing how they might relate to the results they are trying to achieve (or to the obstacles they’ve had before).  
   1. Mention the Dr and his recommendations for this product frequently during your conversation.
2. Let them know that they qualify for Free Shipping (US residents only), our 365 Guarantee, & any free guides that come with their purchase.
3. Give them a pricing breakdown:
   1. Educate the customer that we have package savings.. The more bottles they buy, the more they save/or the LESS our price per bottle is. 
      1. Start with the 6 bottle pack First. This is our most popular package because it has the biggest savings per bottle + free shipping in the US and a 365 guarantee.
         1. "Our most popular package with the most savings is our 6 bottle package". 
      2. If the customer dislikes the 6 mo. package, then educate next on the 3 mo. package.
      3. If the customer doesn't like 3 mo. package, educate on single bottle (the least savings) price.

Step 3: (Upsell)

*We are required to ASK every single person who places an order if they'd like to receive their product via our AUTO-REFILL program (this is for both sales and service calls inbound and outbound). After introducing the regular priced packages - 6 bottles first, then 3, then single bottle price. Introduce the AUTO-REFILL PROGRAM for the package they have agreed to purchase.  

1. For example: If they are purchasing 6 bottles, ask them if they'd like that to be automatically refilled for them to save 10% more on every refill. 
   1. "Would you like to place this order on our refill plan for an additional 10% off each refill? "
      1. 6 bottles refills every 6 months, 3 bottles every 3 mos, or 1 bottle every 1 month 
2. After educating on ALL the packages and Auto-Refill, then ask, "which package works best for you?" 
   1. ( then be silent while they decide).
3. We are required to let every customer know about our upsell offer (this is for both sales and service calls inbound and outbound).

• "I almost forgot to tell you, that we are running a great deal on our newest product, Vitamin D3, we call it sunshine in a bottle........"
•  "I almost forgot to tell you that we are running a great deal on XXX today - $10 off!! XXX  makes a great addition to XXX…

DML UPSELL - SKU BSS: Beauty Box Super Saver is a 6 month supply of all the products in our Beauty Box. This is a steeply discounted package - the normal price is $1200, and we selling a 6 month supply of each of these products for only $486. This is MORE than 50% off the retail price!

SCS UPSELL - SKU ISS: Immunity super saver contains. Similar to the Beauty Super Saver. This special package focuses on immunity instead. This is a 6-month supply of each of these products for $459 (normally $1200)

Step 3: (Summarize)

• Summarize what they are purchasing
• Confirm the order - "Today you are ordering X bottles of X for the Price of xxxx"
• Confirm AutoRefill - "that's with 10% off, and you'll receive your next shipment in 3 months etc"
• Confirm the Upsell - "we also added xx bottles of (product) for $xxx - this item is not on auto-refill"

Step 4: (Place order)

• Fill in the order form and read the spelling of names, emails, and phone numbers back to the customer to make sure you have it correct.
• Place order
• Remind them they’ll receive an order confirmation via email and shipping confirmation when it leaves our warehouse (usually the next business day unless a product is OOS).
• Friendly Closing that includes the company name and the customer name.
• Good-Bye - Make it a healthy day! 

No follow-up email is needed when placing an order, the customer will receive an automatic order confirmation, shipping and tracking confirmation email. 

If the customer had a service question in relation to their order - then you WILL need to send a follow-up email too.