Customer Doc

							                                                      Customer Doc
    Some Associates like to mainly focus on finding new Customers, and some Associates like to find both new Customers and sponsor
    new Associates. Either way this document is an excellent training document on how to find new Customers and how to keep them.

IN SUMMARY
     Why Get Customers
      o All businesses are based around having loyal satisfied Customers. In Usana Customers are a good
        source of regular income, provide long term security and can provide ongoing referrals.

     Desired Outcomes
      Associates generate extra income from their Usana business by creating Customers on a regular basis.
      Associates achieve this by:
      o Having the information, principles and knowledge on how to create Customers.
      o Being prepared mentally and with resources to service a Customer at any given time.
      o Having a strong belief in the products and their value.

     Contents of this document
      o Section 1 on Page 1 - BACKGROUND, PRINCIPLES and PREPARATION
      o Section 2 on Page 5 - PROCESS FOR CREATING CUSTOMERS
      o Section 3 on Page 8 - CUSTOMER CARE PROGRAM



MORE DETAILED GUIDELINES

 SECTION 1 - BACKGROUND, PRINCIPLES AND PREPARATION
 Usana’s Product “Value Propositions” (Why would someone want to use them?)
Usana has three product ranges that provide different “Value Propositions” to potential Customers.

NUTRITIONAL RANGE:
Usana’s nutritional range are very high quality nutritional supplements (tablets and capsules) that provide
a safe and effective way for people to supplement their diet with “optimal levels” of nutrients.
The human body needs a diversity of vitamins, minerals and antioxidants (micro-nutrients) to remain
healthy. These days it’s impractical and virtually impossible to obtain the correct levels of these micro-
nutrients from our diet alone. Usana’s nutritional products help people with:
  o General supplementation for improving and maintaining short and long term health.
  o Specific supplementation for targeting specific health conditions.
  o Prospecting and Training resource here: www.BrilliantHealth.net

MACRO-OPTIMIZERS:
Usana’s Macro-Optimizers are a range of convenient Low-Glycaemic (Low GI) foods and meal
replacements (bars and shakes) that provide high-quality carbohydrates, proteins, oils/fats and fibres
(macro-nutrients), which make it easy for busy people to still make good food choices.
In addition to micro-nutrients the human body needs high quality macro-nutrients to maintain a healthy
weight, consistent energy levels, and optimal health. Usana’s Macro-Optimizers help people with:
  o Effective and safe weight loss, and maintaining a healthy physique long term.
  o Healthy meal and snack alternatives instead of junk/fast foods.
  o Prospecting and Training resource here: www.BrilliantHealth.net/reset

SENSÉ: (Pronounced son-say)
Sensé is a premium range of skin and personal care products with a difference, they are both extremely
effective and very safe (free of potentially harmful Parabens). The Sensé range is pharmaceutical-grade,
they are thoroughly tested to ensure safety (on human cells, not on animals), and they demonstrate high
levels of effectiveness.



Customer Doc – v2.1                                             1 of 9                     www.BrilliantSystem.net
Sensé uses the newest science-based technologies such as Usana’s unique self-preserving technology as
an alternative to Parabens (the preservatives used in most other skin care products). Parabens have been
shown to have negative long term effects on the body. Sensé products help people with:
  o Nourishing the skin to noticeably improving its look and texture. Sensé has been clinically proven to
     significantly decrease wrinkles and signs of dryness, improve smoothness, and increase the moisture
     content and elasticity of skin.
  o Protection from environmental toxins and damage, which can accelerate skin aging.
  o Prospecting and Training resource here: www.BrilliantHealth.net/sense


 Product Knowledge
 Customers want to buy from competent people who have confidence and belief in their products. To be
 effective in creating Customers, Associates should aim to establish a good understanding of the Benefits,
 Features, Competitiveness (e.g. Price) and Value of all Usana’s products.
 Initially Associates should have a minimum level of understanding of how each product range can help
 people and some of the unique differences.
 o Have a thorough knowledge of the following:
      The Health section of the Usana H&F Newspaper.
      The Health section in the Usana H&F presentation.
      Use Usana’s products personally and encourage your close family members to do the same so you
         gain personal experience of the value and benefits they provide.

 Over time Associates should extend beyond the minimum level, and gain a more extensive knowledge of
 Usana’s products value.
 o For further resources see the ‘Recommended Reading List’ found in the Usana BDS.


 Be a Product of the Product
 o It makes good business sense to be your own best Customer and be a loyal user of your businesses
   (Usana’s) products. Your own personal experiences with the products are one of the best ways to
   create strong belief in the value of the products.
 o The best advertisement for your products is you, and the health improvements you are working
   towards. Over time with correct daily lifestyle choices and the use of the Usana products, your overall
   health and appearance will improve. Many people will notice this and want similar results.
 o Proudly use your products in public and have them visible in your home. This is often a conversation
   starter as people will ask about them, and often become interested in trying them.
 o Using the products personally will allow you to develop your own product story(s) and testimonial(s).


 The Purpose of the Products
 o Usana’s products are designed to protect and nourish the body to help people work towards and
   maintain optimal levels of health. Therefore, they are designed to be used “Daily and Lifelong”.
    While many people experience very obvious health improvements in the short term, some people
      may only notice gradual improvements over the long term.
    Some Customers may have the mindset just to try the products for a relatively short time. In
      these cases, it’s recommended to suggest they give the products a proper chance and use them
      consistently and as recommended for at least 2-3 months.




Customer Doc – v2.1                               2 of 9                www.BrilliantSystem.net
 Understanding Retail vs. Preferred Customers vs. Referral Customers
 RETAIL CUSTOMER:
 A Customer who purchases products at the Retail price. The Associate generally makes money from the
 profit margin plus the Volume Points generated by the product sale. The Customer may receive the
 products directly from the Associate or they may be shipped directly by Usana.
 o Benefits of having Retail Customers:
     Immediate profit (it’s a good way for Associates to generate income quickly).
     There are no forms or sign up process for the Customer.
     It’s a simple and familiar concept to the general public.
 o Usana’s products are exceptional value for money and price competitive at the normal RRP pricing.
    Associates are encouraged to sell at Retail price unless the Customer wants to sign up as Preferred
    Customer.

 PREFERRED CUSTOMER (PC):
 A Customer who agrees to purchase products directly from Usana on a regular basis to get them at a
 lower price (Wholesale or Autoship price).
 o Benefits of having Preferred Customers:
     You get residual income from the Customers ongoing regular purchases.
     No ongoing administration for the Associate.
     More convenient for the Associate and the Customer long term.
 o A PC has full control over their Autoship (pause, restart, change anytime) as it is not a contract.
 o Associates should consider and decide on the below points prior to creating Customers.
    Most Associates give the Customer the option of being a Retail Customer or Preferred Customer.
    Some Associates prefer to only do Retail sales or to only create PC’s. Individual Associates can
      choose which option they offer to their potential customers.
 o Both Retail and PC’s are covered by Usana’s unconditional, 30-day, money-back guarantee.

 REFERRAL CUSTOMER:
 When a referral customer pays the $19.95 (AUD) Associate Application fee (i.e. e-BDS), they can benefit
 from referring people to the products and/or business. This is a GREAT system because it allows them to
 help get their products paid for, as well as make some additional income. By “referring” we mean
 people that they talk to, bring to a seminar, webcast, 1x1 etc.. that gets started on the products and/or
 business like they did.
 Points to help you understand the “Referral Program” and how you can benefit.
 o USANA’s compensation plan a binary compensation plan – which means that they need to refer
    (enroll) 2 people that want to use the products or do the business (when they do the business of
    course they are naturally on the products of course.) USANA’s compensation plan has been ranked
    #1 by Network Marketing magazine for 10 years in a row. It’s fair, lucrative for those that want to
    really work it, and team orientated.
 o When they pay the $19.95 Associate Application fee (or what we call the Referral Program fee) and
    buy 150 SVP (sales volume points) or more of product, you are given a “business center”. This is
    extremely easy to do and most people order this amount right away at a Health & Wellness Seminars
    or Nutrition Seminar (See Process for Creating Customers Below). Just by getting on the Essentials,
    Biomega, Optomega and 1 shake and bar per day (152 SVP), they qualify for a 1 business center!
 o You get residual income from the Customers ongoing regular purchases.
 o Leverage of them getting more Referral Customers
 o Also a great way in your firs 6 weeks to use the referral program to achieve ‘Pacesetter or Platinum
   Pacesetter’ as in USANA’s system the ‘Referral Customer’ is seen as an associate in USANA’s system.
   All that is required is they stay on autoship of at least 100pts of volume for 1mth
 o Simple Administration don’t need to take them through BrilliantSystem getting started just give them
   the ‘Customer Document’ and either do a Health & wellness Spa or Nutrition Seminar (See Process
   For Creating Customers Below) for them and their guest or invite them and their guests to upcoming
   customer related events to help them get their two customers one on the left and one on the right so
   they can start earning money back off their orders.
 o To enroll ‘Referral Customer’ sign the up as a 1bc using the ‘Sign up Document’ as a guide (See
   Sponsoring Process at www.BrilliantSystem.net)


Customer Doc – v2.1                               3 of 9                www.BrilliantSystem.net
 Understand the Pricelist
 Become familiar with the different columns in Usana’s Pricelists.
 RRP column – the Recommended Retail Price for retailing of products to Customers.
 Order Value Price – the wholesale price. This is price paid by Associates and Preferred Customers who
 are Not on Autoship.
 Autoship – the Order Value Price minus ~10%. This discounted price is paid by Associates and Preferred
 Customers who are On Autoship.

 Training Resources
 If you want to improve your people skills and results in getting Customers it’s worthwhile investing time
 regularly to study topics related to these areas. Below are some suggested resources.
 o ‘If My Product's So Great, How Come I Can't Sell It?’ book and/or ‘The 3 Scripts Course’ CD Set, both
   by Kim Klaver. Click here
 o ‘Natural Selling - The 'Missing Link' in Network Marketing’ CD or other related CD’s and Book’s by
   Michael Oliver.
 o Free ‘Natural Selling e-COURSE’ from Michael Oliver – see www.NaturalSelling.com
 o ‘The Greatest Salesman in the World’ by Og Mandino.

 Expectations for Number of Customers an Associate Should Develop
 All Associates should expect to create a minimum of 12 Customers within their first 12 months. By
 applying the training in this document Associates can expect to create at least 3-5 Customers every
 month. Naturally, some Associates generate a lot more than this.

 Items to Prepare for Getting Customers
 Always be prepared to quickly create (service) a Customer by having the items below ready. You may
 wish to  items as they are completed.

 - Your Product Story
 o Develop your own product story(s) based on your unique product experience(s).
     It’s easy to get your message across in conversations with a story, as people enjoy listening to
       stories. Facts and figures are best used to support the story.
     Best to develop your own personal product story (and the stories of close family and friends). If
       you don’t have your own story yet, become familiar with other peoples stories you can share.

 - Usana Website and Downline Manager (DLM)
 o A personal Usana website allows people to easily become Customers. Using either the ‘Shopping Cart’
    option for Retail orders or using the ‘Enroll Online’ option to sign up Preferred Customers.
 o Customise your personal Usana website. It makes sense to focus your website story on the product
   side (see www.nickroditis.usana.com for reference). If you don’t have your own story, leverage
   another person’s story or write something positive about the products.
 o Downline Manager (DLM) allows you to monitor your Personal Customer’s orders. Use the ‘People
   Finder’ -> ‘Associate Search’ report and then select to include ‘PC’s only’.
 o Note: Your own personal Usana Website and DLM are Subscription Services (Webhosting and DLM)
   that are part of Online Business Services (Item # 824).


 - Setup Placement Information (for online Customer orders and sign ups)
 o Preferred Customers can be placed Left or Right of any business centre.
 o Setup Placement information for online Customer orders. If Customers place Retail orders or sign up
   using your personal Usana website the Placement Information is pre-determined by the setting within
   the ‘Manage Account’ section of www.Usana2day.com




Customer Doc – v2.1                                4 of 9                www.BrilliantSystem.net
 - Business Cards
  o Business cards can be used very effectively in the process of getting Customers. Include your
     contact details, and your personal Usana website, or one of the ‘Brilliant System’ health websites.


 - Organise BDS
 o Have your BDS (or other suitable folder) organised and on hand (e.g. in your car) ready for getting
    Customers. Suggested resources include:
     Price Lists
     Preferred Customer Application forms
     Product Order forms
     Receipts book (for Retail sales)
     Autopay/Autodeposit form (for Customers who want to use Direct Debit)

 Note: Have multiple copies of forms to deal with Customers and allow for mistakes. All forms are
 available from www.Usana2day.com


 - Information Resources for Customers
 Customer Info Packs
 These generally provide enough information for most potential Customers to make a decision.
 o For PHYSICAL face-to-face prospects (put together 10 - 30 packs in a presentable plastic sleeve):
    Usana Health & Freedom Newspaper (direct them to the section focusing on products)
    Price List
    PC Application/Product Order Form
    Business Card

 o For ONLINE prospects:
    www.BrilliantHealth.net                 (main Health Site)
    www.BrilliantHealth.net/sense           (Skin Care Site)
     www.BrilliantHealth.net/reset          (Weight Management)
    If required, email a PC Application/Product Order Form (.pdf files) for those people who choose to
      become a Customer by filling out a form, rather than using a website.

 Additional Resources
 Have these available for Customers who may be interested in particular areas or require more detailed
 information to make a decision:
      Usana’s “Product Information” booklet
      Brochures, CD’s, DVD’s which specifically promote the Products (e.g. Essentials Brochure)
      ‘Why Supplementation’ CD by Tim Wood
      ‘Medical Evidence that Demands a Verdict’ CD by Dr Ray Strand
      ‘Releasing Fat’ CD by Dr Ray Strand
      Resources to help provide Customers with information on specific health conditions:
        Reports from Dr Ray Strand’s website, see ‘Miscellaneous -> ‘Health Resources’ on
          www.BrilliantSystem.net
        Use the ‘Ask the Scientists’ option on Usana’s website to look for information on specific health
          conditions.

 - Education Resources
These will assist your understanding of the products and you can also reference them with Customers.
 o ‘The Comparative Guide to Nutritional Supplements’ book by Lyle MacWilliam – especially if you are
   planning to get Customers for Usana’s Nutritional Supplement range.
 o ‘The Science of Sensé’ book - especially if you are planning to get Customers for Usana’s Sensé
   range.
 o ‘What Your Doctor Doesn’t Know About Nutritional Medicine May Be Killing You’ book by Dr Ray
   Strand.

Customer Doc – v2.1                                5 of 9                www.BrilliantSystem.net
    o See BDS Recommended Reading List.

Note: The resources listed above can be sourced from Usana and/or Resource Suppliers. See the ‘Business
Building Tools’ document on www.BrilliantSystem.net for details.


 - Stock for Retailing
Consider keeping stock of the main products people might want to purchase as a Retail sale. Stock typical
items people may want to try initially, for example:
      Essentials, Body Rox, Usanimals, Proflavanol 90, BiOmega-3
      Sensé Basic Pack, Sensé Shower Pack, Sensé Preludes
      Reset Kits, Bars, Nutrimeal Sachets
      The product(s) that helped with your story(s)



 SECTION 2 - PROCESS FOR CREATING CUSTOMERS
 Where to find Customers
Customers can be found in all the different markets:
 o Warm Market - Normally Associates start by finding Customers from their Warm Market (the people
    who already know you by name).
    o Casual Market – These are people who don’t know you yet, but you can meet during the course of
      your daily life. The Casual Market is a constant ongoing source of potential Customers.
    o Cold and Internet Markets – These markets are effective when using reaching out methods that
      target people looking for the benefits provided by Usana’s product ranges. e.g. Advertisements,
      Flyers, Leads generated/purchased via the Internet, etc.
    o Referrals – You can ask for referrals from any of the other markets.
    o Vertical Markets - Customers can also be developed from Vertical Markets such as Health
      Practitioners, Health related Associations, Doctors, Community groups etc.
    o Part of the Business Building Process - Prospects who look at the business opportunity and decide not
      to start a Usana business will often be willing to try the products and/or provide Referrals.
    o Gifts - Consider using Usana’s products as gifts for Birthdays, Christmas, etc or as a Thank You.

 Start Inviting Customers
Many times Inviting people can quickly lead to creating a Customer. Other times Inviting people leads to
several contacts and providing detailed information to help the Customer make a decision.
Although there are many potential Customers for your Usana products, not everyone is willing to take
action to improve/protect their Health and Appearance. Inviting is a sorting process to help us find the
right people.
There are two basic Invite methods that can lead to people using the products:
    Invite Method A
    o This method is less direct and leads with the other persons Desires or Concerns. It is based on you
       asking people relevant questions and giving them options that may assist them.
       See ‘SCRIPTS document’ on www.BrilliantSystem.net

    Invite Method B
    o This method is direct and leads with what you do. It is based on you simply letting people know you
       promote/market products which help people with health related areas and some people become
       interested. See ‘Customer Acquisition Script’ document on www.BrilliantSystem.net

Note: To track the conversations and progress of each of your Customers (before and after they become a
Customer) use the ‘Lead Tracking Sheet’ available www.BrilliantSystem.net

Note: Another option to consider is Inviting suitable people to a Sensé Party (or other similar Product
based event). Usana has an effective and proven model for duplicating these types of events. Contact your
Sponsor/Upline and/or Usana for more information.



Customer Doc – v2.1                                  6 of 9                  www.BrilliantSystem.net
 Conduct In Home Health & Wellnes Spas and/or Nutrition Seminars
  o This method is a fantastic way to create a regular stream of customers on going and regularly. Also
    to achieve a great part time income.
 o Free ‘How To’ guide is here: http://www.brilliantsystem.net/Spa
 o For associates who want to focus on this method its highly recommended to join Live Well
   international: www.LiveWellIntl.com Listen to Diamond Director and founder of Live Well International
   Carmen Marshall describe the benefits here (Insert Carmen Interview with GY)
 o Nutrition Seminar is a great education approach to get customers and associates this only open to
   Live Well Certified Coaches please see www.livewellintl.com


 Provide Information
At the end of an Invite we may need to provide the potential Customer more information before they
make a decision. Provide them with a ‘Customer Info Pack’ and/or other ‘Additional Resources’ listed in the
‘Information Resources for Customers’ section above on page 4.


 Create Customer (Retail or Preferred Customer)
This section provides information on how to help someone become a Customer.

Retail Sales - There are two basic methods for doing a Retail sale.


                      Method 1                                             Method 2

       Customer Receives Products Directly                  Customer Receives Products Directly
                  From Usana                                       From The Associate

 The Customer orders products directly from            The Associate purchases products from Usana
 Usana using one of the following methods:             and then sells them to the Customer. The
     Associates personal Usana website                Associate takes care of the delivery and handling
      By clicking on the ‘SHOPPING CART’ option.       of the product.
      Either the Customer can go through the
      process themselves or with assistance from       The Associate makes a profit on the difference
      the Associate.                                   between their purchase price (normally Autoship
                                                       price) and the price they sell the product for
     ‘Order Now’ option on Usana website              (normally Retail price).
      Customer goes to www.usana.com, locates the
      product(s) to order, clicks the ‘Order Now’      If the Associate doesn’t already have the products
      option.                                          in stock they’ll need to order them from Usana as
      Note: The Customer will need to know the         part of their next Autoship or place a one-off
      placement information. i.e. Associate’s ID,      order. One-off orders can be placed in an
      Business Centre, and Left or Right side (eg.     Associates ‘Personal Sales Position’ (PSP) which
      2123123.001 Left).                               will generate the Associate commissionable
                                                       Volume Points.
 The Associate is not involved in the delivery or
 handling of the products.                             The Associate needs to give the Customers a
 The Associate makes a profit on the difference        receipt – available from www.Usana2day.com
 between the Order Value Price (Wholesale) price
 and the Retail price (based on Usana’s standard
 pricelist).




 Preferred Customer (PC) - A PC can either enroll using a Paper form or Online process.

     o Paper Enrollment of PC:
        Associates can guide the Customer through the process of filling out a PC Application Form
          either in person or over the phone, or the Customer can fill it out themselves.


Customer Doc – v2.1                                7 of 9                www.BrilliantSystem.net
        If going on Autoship the Customer needs to sign the PC Application Form in all the appropriate
         spaces.
        Once the form is filled out and signed it needs to be faxed or sent to USANA.

 o Online Enrollment of PC:


                     Method 1                                                Method 2

     Using Your Personal Usana Website                             Using UsanaToday Website

The Associate or Customer can access the                 The Associate can login to www.Usana2day.com
Associate’s        personal       Usana       website    and use the ‘Enroll’ link and then ask the Prospect
(e.g. www.YourName.Usana.com ) and go to the             for the required information to fill out the online
‘Enroll Online’ option. Either person can complete       PC application.
this section to fill out the online PC application.



        Save the completed online Application Form (PDF file) at the end of the process. This form
         needs to be printed out and signed by the PC then posted or faxed to Usana. Until Usana
         receives a copy of the signed PC Application Form the PC’s Autoship will not be activated.

 Note: If the Customer initially enrols with a Credit Card they can later change the Autoship payment
 method to Direct Debit using the ‘AutoPay’ form available from www.Usana2day.com

 Note: Usana will automatically send out a ‘PC Activation Kit’ to the new PC once Usana’s receives
 their application. This includes a Letter, Product Information booklet and Pricelist.


 Thank and Congratulate
  The Associate should thank the Customer for their order and congratulate them for choosing Usana
  to improve their health.




 SECTION 3 - CUSTOMER CARE PROGRAM
 After successfully creating a new Customer (Retail or PC) it makes good sense to take ongoing care
 of them with service, support, education, and in many cases establish a good relationship. This helps
 Customers to bond with you, the Company and the Products. A happy Customer provides for the
 following benefits:
 o Customers are likely to continue ordering consistently for a long period of time.
 o Customers are likely to try more of your product range.
 o Customers are happy and will be more likely to give you Referrals.
 o And some Customers may choose to start their own Usana business in the future.


 Suggested Customer Care Program:
  o Within 24 hours of getting a new Customer the Associate should do the following:
     Suggest they fill out the ‘Health Status Survey’ – Provide them with a copy and recommend
       they fill it out thoughtfully, and then store it in a safe place.
        Sometimes people’s health improvements are fast and obvious, and sometimes they are
          gradual over a long period of time. This survey helps people compare and notice
          improvements as it acts as a snapshot of people’s health status before they begin using the
          products and then at various stages in the future.
        Get them a copy of the ‘Starting your Nutritional Program document’ if they will be using
         Usana’s Nutritional Range. Available on www.BrilliantSystem.net

 o At around 3 days make contact (call/email) with the Customer to confirm they’ve received their
   products and ask if they have any questions.
    Ensure they have a Product Information booklet and suggest they read through it to become
      familiar with the products they ordered and the rest of Usana’s product range.

Customer Doc – v2.1                                     8 of 9               www.BrilliantSystem.net
 o At around 3 weeks contact the Customer to ask how they’re going taking/using the products and
   if they have any questions.
    For Retail Customers – help them order additional products (this may need to be repeated
       whenever required to service the Retail Customer).
    For PC’s - confirm they know how to change their Autoship to modify their product order.

 o At around 2-3 months contact the Customer to see how they’re going.
    Ask them if they would like to consider trying other products from Usana’s range or receive
      information on other products.
    Ask them if they would like to support you with some Referrals. Two examples of how to ask:
       “I’m pleased you like Usana’s products. Many of my Customers give me referrals and I
          really appreciate that. Do you know anyone I could contact for a chat to see if I may be
          able to also assist them?”
       “If you know of anyone with a specific health challenge I have access to credible medical
          and scientific information which I can provide so they can discuss it with their health care
          professional. Do you know anyone?”

 o At around 6 months contact the Customer to see how they’re going.
    Potentially repeat the steps above.
    Suggest they fill out a ‘Health Status Survey’ again, and then compare and discuss the
      differences to the one they filled out before they started taking the products.

 o Ongoing follow up with Customers should be based on asking the Customer how often they would
   like to be followed up. Suggest it could be every 2-3 months or a couple of times per year.
    Consider letting Customers know about relevant Usana product news as it comes up.
    It’s not good to pressure Customers to start their own Usana business. Sometimes Customers
       will consider starting their own business and ask you about it. In this case, it’s best to take
       them through the normal process for people considering the business. For example, start from
       the ‘STAGE 1’ information www.BrilliantBusiness.net – see the ‘Sponsoring Process’ on
       www.BrilliantSystem.net




Customer Doc – v2.1                               9 of 9                 www.BrilliantSystem.net