LL - Health Brands No Results Phone Script
Customer: "this product isn't working"
Agent: "I'm sorry to hear this, can you tell me more about your experience (what's going on)?"
Customer: "been using it, and xxxxxxxxxxxxxxxx"....
Apologize and Empathize: "I'm so sorry you are not YET seeing the results you'd hoped for. I know it is very frustrating when you get started with a new product and have slow results."
Refocus customer on reason they started using the product: "do you mind me asking what trouble areas led you to start using this product?", "do you still have that same goal?"
Discuss Usage: "How are you using the product? "
- if customer isn't using product as described on the label this could be part of the problem. Inconsistent use is the #1 reason products don't work.
Discuss "Give it Time": "Most of our customers report seeing/feeling changes (like skin smoothness, tightening, or boosted mood, less hunger, better sleep, increased energy) during the first weeks of use. Many see noticeable improvements in as little as 2 weeks, with full benefits often emerging after 3 months of consistent use. I’m confident that with just a bit more time, you could experience great results too!
Encourage Continued Use: "I completely understand your frustration and want to encourage you to continue with your healthy changes, despite this initial delay, to give your body time to respond. It's very important you continue using the product consistently.
Read A Review: (we have many on our .com website)
2nd Apology: Once again, I'm sorry you haven't began seeing the results you expected. Returning your package can be a bit of a hassle since you’d need to cover the shipping costs and go through the process of sending everything back. So I'm happy to offer some easier alternatives that let you keep trying our products without any extra effort.
1. Free Wellness Coach Call:
Would you like one of our wellness coaches to give you a call? They can help troubleshoot any issues you’re having and offer tips to get the best results from (PRODUCT).
2. Try Another Product on Us:
Pick any product from our store, and I’ll send you a free bottle. Just browse our store and let me know which one you’d like to try!
3. Enjoy a $50 Coupon:
If you’re thinking about exploring other options in the future, we can give you a $50 coupon to use on any upcoming purchase.
CROSS SELL: If you’re open to it, I’d also recommend giving (SUGGEST OTHER PRODUCT/S) a try. These are two of our bestsellers, with countless customers sharing their amazing results on suncoastsciences.com. Many report noticeable improvements in as little as 2 weeks, with full benefits often emerging after 3 months of consistent use.
I'd be happy to refund you 10/20% to continue trying the product a little longer.
There's really NO RISK to you to continue trying the product :-) how does that sound? (silence while they decide).
(If they still want to return the product - send them the return instructions email that sends them to the self service portal.
Great, thank you!
Please continue to keep us informed of your progress.
I wish you great success on your healthy journey!