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The Prospecting Process
Welcome to MomsWIN and Melaleuca! You have made a great decision to enhance
your life by joining with one of the strongest internet-based teams that works with
Melaleuca. Your decision to move forward and develop a home business will pay
wonderful dividends, if you truly give it the effort, persistence and attention it
deserves.
This document covers THE PROSPECTING PROCESS. It is not an all-inclusive
document, but it will tell you 75% of what you need to know before you pick up the
phone to approach a new prospective customer. The other 25% you will learn
through live training with your mentor, and through the recorded and live training
calls MomsWIN provides. Make sure you work with your mentor through each step,
and learn from the MomsWIN leaders who have laid out a successful path before
you.
The prospecting process is divided into four sections: 1) Developing yourself and
your knowledge 2) Working through the prospecting process with a mentor 3)
Obtaining leads and working with your enroller until you have 12 or more
enrollments 4) Continuing to learn by making use of the resources around you.
This document will cover parts 1 and 2; the rest will be covered in "Prospecting in
Action" which immediately follows this link. Please print off this document; refer to it
often, and use it as a checklist to mark your progress.
Part One: Develop Yourself and Your Knowledge
Checklist:
Examine your belief system and posture
Order and experience Melaleuca's products.
Write your 'why' if you have not already done so.
Read all autoresponders in your web site: save a copy of each to your
computer hard drive.
Read the Home Business Educator Kit; save a copy to your computer.
Print off the Presentation schedule from your Members' area
Read the "Etiquette" tips for proper phone manners listed in the Presentation
schedule.
Learn to adjust for differences between time zones and print the time zone
charts from your presentation schedule.
Set up a daily planner.
Review and memorize the calling pattern.
Review and memorize the email pattern.
Belief System and Posture
Why invest in yourself before you make calls? Because it will make such a HUGE
difference in your results! You will come through to your prospects on the other end
of the phone as someone who knows what she is talking about; someone who is a
true winner!
First, take a moment to analyze your belief system. Are you taught to believe in
yourself? What does your culture say you can or can't do? Do you live in a positive
environment? Do your past experiences tell you that you can succeed? These factors
will affect your belief system, which will affect you in many ways:
Dictates how you act/ react to events or personalities
Determines your mental attitude
Affects the way you perceive people and their intentions
Create emotional balance or imbalance
Portrays future expectations
Determines work ethic
Affects personal belief and self-image
Write what you believe about yourself in one or two sentences:
___________________________________________________________________
________________
___________________________________________________________________
________________
Posture: What is posture? In one word, it is attitude. Yet it can also be more.
It's an inner belief system that you portray
The way you carry yourself
Your Frame of mind
How other people perceive you
Take a moment to complete the following exercise to identify what kind of posture
you have. Circle the adjective in the first group that describe you; add the total. In
the second group, circle the words that describe you, then subtract one from your
total for each circled.
Good High-Quality Superior Helpful Nice Supportive Caring Intelligent Quick Upbeat
Smiling Timely Conscientious of details Powerful
Poor Falls short Average Selfish Late Sloppy Introvert Slow Pessimistic Boring
Dampens spirits Thinks ill of others Cuts corners Avoids work
What is your score? This will give you an idea of the current posture you project to
others. You can always improve your posture by carefully working out your faults,
one at a time, and making weak areas become strong.
Other things also affect your posture: Physical state, Mental state, Emotional state
Having a positive posture can be a day-to-day battle. Set a goal to do one thing each
day to boost your self-image and feed yourself positive thoughts.
In the long run, your posture affects you and your results: Positive Posture =
Positive Results / Negative Posture = Negative Results
Do's:
Understand every day is new and you can change at any time
Constantly work on improvements
Find time to make dials and do other critical activities
Remember we all started in the same place
Follow the exact success path
Don'ts
Carry baggage from yesterday
Blame other people
Say, "I can't help it"
Put it off until tomorrow
Assume anyone is better than you
Try to take shortcuts
In MomsWIN and Melaleuca, one of the best things you can do to improve your
posture is to fill your home with Melaleuca's products and use them every day. Begin
to experience the difference they make in your life. From small, time-saving tasks to
life-changing health improvements, you'll find that you have an extra lift in your step
and extra enthusiasm in your voice; you know the same thing hundreds of thousands
of other customers know-these products truly ENHANCE LIVES and save time,
money and your family's health!
Before you begin to approach anyone for your business, have a solid knowledge of
the products. MomsWIN recommends the Value or Career Pack to transition out all
other brands of products and truly switch your home to Melaleuca. You will be
getting rid of toxins and chemicals, will save money above the Preferred Customer
discount, and will even discover a few favorites you may not have ordered otherwise!
Your Why When you began your search for a home business, you had a certain
reason in mind. You wanted to earn extra money; sure, we all did! But there's more.
Maybe you wanted to be home with your children. Maybe you wanted to put money
aside for the future. Maybe it was a vacation, or braces for the kids, or a new car.
But there's more. When you thought about wanting these things for your life, there
was a deeper reason. There is always an emotional result to the "why" in our life.
Take some time to write it down. If you earn extra money, will there be less stress?
Will that lead to peace in your home? Will that lead to more self-confident children?
Will you feel pride in yourself and your accomplishments?
Before you begin prospecting, create a clear picture of your why. Write it down.
Share it with your mentor/enroller. Post it in your office or on your mirror so you are
constantly reminded of your drive, your reason, your "WHY."
Make Time for Your Business
The road to nowhere in your business will be paved by wasted minutes. It's
important to learn to manage your time before you jump headlong into
appointments, follow ups, administrative work, emails, and training. You are adding
a business that will take, depending on your level of participation, anywhere from 3
to 8 hours a day. You already spend all 24 hours you are given; what will you give
up or pare down to make enough time in your day for MomsWIN?
This is why it is essential to begin with a good day planner at your fingertips.
MomsWIN recommends a day planner with time slots from 7 am to 11 pm. In
addition, each hour should be broken into 15- or 30-minute increments, with room to
write both business appointments and family activities. Planners can be found at
Office Max or WalMart under brand names such as At-a-Glance, Day Runner, Day
Timer, or a very professional planner can be ordered online at FranklinCovey.com.
In addition, get some colored highlighters, pens and pencils that you can keep handy
while you work out your schedule. The colors create a very visual method of what
activities are dominating your day, what is coming up next, what is urgent, etc. Here
is an example:
Blue highlighter: family commitments
Orange highlighter: Training calls (plan for 3 a week, plus specialty calls)
Pink highlighter: Time slots that are available for business overviews
Yellow highlighter: Time for dials and setting appointments
Green highlighter: Administrative time
This will allow you to manage your time for the entire week and schedule your
critical activities.
1. Create your schedule on Sunday afternoon for the entire week.
2. Highlight family commitments (blue)
3. Highlight Business Overview calls you are available to attend (Pink)
a. Print a copy of the Presentation Schedule for reference.
b. With red pen put a * next to your top choices for Overview calls -
highlight remaining calls you are available to attend. i.e. Level 3 will
schedule 3 Overview calls/day = goal 1 Overview w/prospect/day.
4. Highlight setting appointment times, with a goal for a specific ## of dials
(yellow)
5. Highlight training calls you wish to attend (Orange)
6. admin time (Green, 45 min to 1 hr, when the kids are asleep)
Sample Schedule
Monday
7:00 - 9:00am Get kids ready for school
9:00 - 9:30am Setting appointments: Goal call 20 people
9:30 - 10:00am Kid time
*10:00 - 11:00am LIVE Presentation Call - 1st Choice
11:00 - 2:00pm Kid time, lunch and errands
2:00 - 3:00pm LIVE Presentation Call
3:00 - 4:00pm Family Time
4:00 - 5:00 pm LIVE Presentation Call
5:00 - 6:30 pm Family Time
6:30-7:00 pm Setting Appointments: Goal, call 20 people
7:00-7:15pm Call with enroller for daily updates
7:15 - 8:00pm Family Time
8:00 - 9:00pm live appointment setting training call
9:00 - 9:30pm Administration (send out e-mails, update notes on potential
customers, clean up office, make to-do list, send accountability sheet to enroller)
A helpful exercise is to list all the tasks and priorities you have in a typical day. Then
narrow it down to only 20 daily priorities. Among these should be the top four Critical
Activities (contact list, set appts, make presentations, follow up with customers).
Make sure you work these 20 priorities into every day. Everything else must be
moved to a weekly or monthly priority. Include tasks such as laundry, dishes, picking
up children, basic cleaning, preparing food, and any social/religion activities. But
remember, you can only do 20 things well; everything else must be shuffled and
reprioritized or delegated to a spouse/family member.
Know Before You Call
The next section discusses the overall flow of the prospecting process. This is
described for you so you can plan for each step, keep in regular contact with
prospective customers, and have better results with your business.
First, familiarize yourself with your MomsWIN and CH database and the
autoresponders that go out to new leads, as well as the MomsWIN calling pattern
and the emailing pattern.
Autoresponders: Be aware that when a lead enters your database, (someone found
your advertising online, your enroller transferred a lead to you, or you purchases
leads and entered them as potential customers) the auto-responders are
automatically sent to your potential customers with your contact information as soon
as they request information. The autoresponders show your email address as the
'reply to' email and customers will send their emails directly to your email inbox.
The additional autoresponders go out every other day for a total of 15 e-
mails. The final e-mail will be sent 30 days later. Turn off the autoresponders
after you set an appointment with the potential customer. The potential
customer has the option to remove himself from the autoresponder.
Requesting removal from the automatic mailing to stop does NOT mean they
are not interested. You must still call the potential customer following the
calling pattern outlined. MW/CH Policy stipulates all leads must be contacted
within 24-48 hours and you update your database notes weekly. Failure to do
so may result in the loss of the lead.
Calling pattern: You must call the lead within 24-48 hours to set an appointment.
For maximum success follow this calling pattern. It will dramatically increase your
results in setting appointments.
Call daily for 6 days consecutively
Then 3X a week for 3 weeks
Then 2X a week for 2 weeks
Then 1X a week, continuously, until you receive a definitive answer saying they
want to join MW/CH and Melaleuca, they tell you no, or ask for contact at later date.
Email pattern: In addition to calling each lead, MomsWIN recommends you try to
reach them through email, with emails IN ADDITION to the autoresponders.
These custom "appointment choices" emails should go out 2x a week until you set an
appointment or receive a "no." You must personalize each template with the times
you have available for appointments.
Sample email weekly schedule: Monday's email, Appt Choices #1, offers times for
Tue., Wed., and Thu. appointment times. Thursday's email, Appt Choices #2, offers
times for Fri., Sat., and Sun.
When one month has gone by, email a monthly personal update about you and the
progress of your business.
Month 2 - continue to follow the calling pattern, plus send bi-weekly general e-mails
with articles about health, success stories, products, 3rd party websites or areas of
interest.
Month 3 - continue to follow the calling pattern, plus e-mail your potential customer
once a month. Use general information on your business, but do not mention
Melaleuca's name or their products.
Now you know how to develop your posture, build your knowledge, and make the
most of your time devoted to your business. Please check off each item in the
checklist at the beginning of part 1 as you have completed it.
Part 2: Go through the prospecting process with your mentor
Checklist:
Attend 1 Live appt setting call
Learn to use your database and web site, either online with your mentor or by
attending a training call
Attend the 3P call
While you listen to your enroller dial prospects (150 total):
a. Create a script for leaving a message
b. Create a script for setting an appointment
Role play your scripts and practice leaving a message on voicemail
Read the Dos and Don'ts of the appointment setting
One of the strongest advantages with a MomsWIN business is the fact that you have
a mentor to walk you through every phase of your business. You are not handed and
box and told, "Congratulations…go figure this out!" You have a wonderful partnership
with your mentor; you success equals his or her success.
With that in mind, you will now enter the next phase of prospecting, where you
"shadow" your mentor through the entire prospecting process. You will also listen to
three live appointment setting calls offered in the MomsWIN training schedule.
These calls for the first hour review the basics of dialing and setting appointments,
and in the second hour let you hear live dials and real appointments and
conversations. Your goal should be to hear 150 dials before you begin dialing your
own leads. Another great resource is the 3P call recorded in the training schedule. It
will give an overview of Power, Posture, and Prospecting. Listen to this call as soon
as your schedule will allow.
Learn Your Database
One of the most technologically advanced sections of your MomsWIN web site is the
database. Other teams do not even offer this fantastic tool! You can track leads,
enter notes, send out emails individually or to a whole list, load new leads and more.
There are two ways to learn your database. If you can both be on the phone or on
the computer at the same time, she will talk you through entering a practice lead,
updating it, and moving it. Or you can have this "conversation" through IM while on
the computer. In addition, the basic web site training call is fantastic in explaining
how to use this tool. Make sure you leverage your time and make your
administrative work quick and easy by using your database to its full extent.
Listen and Learn
The next phase is "active listening" where you will hear your enroller do at least 150
dials, while you take notes, and create your own scripts for leaving messages and
setting appointments. The following paragraphs describe prospecting process and the
calling pattern, as well as common concerns.
1. Your ONLY objective is to set an appointment for an Overview Call
Do not fall into the trap of giving a 3-minute overview. Do not give too much
information that will make the prospect jump to conclusions.
Remember: Always set the appointment in their time zone and avoid setting an
appointment more than 48 hours in advance. Then...
*Shut off the autoresponders
*Send appointment confirmation e-mail
*Make a reminder call/send an email message for appointments set more than 24
hours in advance
Professionalism dictates you ALWAYS leave a message if you reach voicemail. Yes,
be persistent, and you will ensure success.
What if...
Q: Invalid phone number?
A: Don't file them away! The first thing to do is search using their last name, city and
state at www.whitepages.com, www.switchboard.com or www.anywho.com. Search
locators work best if you do not use the first name. Proceed with your appt setting.
If unable to locate correct number...
1. Send email template, "Need new phone #"
2. No response in 3 days - send "Appointment Choices email #1" Personalize it
with information about you, and indicate you are responding to their request.
3. No response in 3 days - send email template "Request for info via E-mail only
"
4. No response in 3 days - send email "Appointment Choices #2"
5. No response in 3 days - send "Appointment Choices #3" personalizing it to let
them know they can also call you.
6. Follow the email/calling pattern through the second month. After that, go to
once a month email updates on you, your business or business facts
reminding them they requested information about a home based business.
Autoresponder emails should be turned on (active) the entire time
You can also send a newsletter with home business tips; third party websites such as
www.concernedmoms.com, www.checnet.org, or www.environmentaldefense.org ;
you just cannot reference Melaleuca or Melaleuca's products.
Q: Invalid e-mail address?
A: Simply ask for the correct email if you have a valid telephone number.
Invalid telephone and email address. Go to http://www.anywho.com,
http://people.yahoo.com and click on the email button or go to http://www.iaf.net.
You can also send them a letters if you have a complete mailing address or by using
http://www.whitepages.com ; http://www.switchboard.com or
http://people.yahoo.com. Draft a personalized letter that only takes a few
modifications for each person you send it to, striving to create interest or curiosity.
Persistence pays big dividends.
Q: Are they avoiding my calls or are they never home?
A: Never presume that someone is avoiding calls. They requested the information
from you, so continue to call utilizing the calling pattern. Remember, most people
just presume you are going to call back, so continue to do so.
The first time you call, your message indicates you will send them some appointment
choices. Send them 3-4 days worth your available presentation time slots to put in
Appointment Choices #1 email. Personalized emails are always effective.
Wait until you are on the last day of the original appointment choices then send
them Appointment Choices #2 with options for the rest of the week. Each
appointment choices email is numbered: continue offering appointments for five
weeks and you will use emails 1 through 9. (The autoresponder should be Active
throughout this process.)
Voila! The prospect says "yes" and you have an appointment.
Always send a confirmation via email: use Pending preso #1 or #2 email, whichever
you prefer. Personalize it with any information they gave you on why they are
looking for a home business, and assure them you will meet or exceed their
expectations.
2. Call 5 minutes before the live overview call. Prepare the guest on what to
expect and three-way her onto the call, introduce yourself (just your name)
and the guest (including their state) when you join the conf. call.
Review and use phone etiquette on every overview call. (See Presentation Schedule)
Busy/No Show - Leave a message - you will call back in minutes; then within an hour
for the next presentation and if needed, leave a message that you will try them for a
future date.
Missed appointments- No big deal, most people reschedule and many enroll.
Call to reschedule that same day. Send missed preso #1 email if you are unable to
reach them right away, giving them appt choices in the email.
Then simply revert right back to the calling/email pattern until you reach them again.
If no shows seem to be a problem, it's important you attend at least 2 live
appointment setting training sessions. Be positive, upbeat and assume they are
going to reset the appt.
Avoid calling and setting an appointment more than 48 hours in advance. Confirm all
appointments by email and/or phone the night before whenever possible, stating
that you will be calling them at your appointed time - if something does come up to
please call you and let you know. Give them your name, number and email address.
Some people will not call long distance, but they will email. Again, reactivate the
calling pattern when your prospect misses an appointment. Next Step: Call other
missed appts and see if they can go right to a presentation call, replacing your
original appt. or setting a new appt. with them. Use the time you have allocated for
the call effectively.
Create and Practice Your Own Scripts
Each team member has their own style and personality that comes through in their
voice, even in the first 3-4 seconds of a phone message. It's important that you put
your personality and uniqueness in your messages. But be sure you are modeling the
success that your mentor has shown you.
Below are several scripts that team members have written and provided to help you
get started in your own prospecting.
Leaving an Answering Machine/Voicemail message
Good evening (name) - This is _______ calling from MomsWIN and I am calling
because you recently requested more information about MomsWIN and the
extraordinary home business opportunity they offer! I am looking for some great
people to join my team and because you requested more information, I know that
you have decided that you would like to take your future into your own hands! I
would like to give you all the information you need to see that MomsWIN can allow
you to do that! I am very sorry I missed you today but I will be in touch with you
very soon! I would also like you to feel free to get in touch with me at 000-000-
0000. Have a great night and I look forward to talking with you!
Another option
Hi _______, this is _________ with MomsWIN getting back with you after you had
requested information about working at home with MomsWIN.
I am so sorry that I missed you, I know how excited you are to get the information. I
will be in my home office today if you would like to give me a call back at 000-000-
0000. I will also be sending you an email with some appointment times that I have
available over the next couple of days. If for some reason, I don't reach you by
phone or email today, I will give you a call back tomorrow. Have a GREAT day and I
will talk with you soon.
Message - #2
Hi ______, This is ______ with MomsWIN again. I am so sorry that I missed you. I
know that you were really excited about getting the information about working from
home. You can reach me today on my business line at 000-000-0000. If you haven't
already checked your email, I sent you some appointment time that I have available
over the next several days, so be sure to check your email.
If I don't reach you by phone or email today, I will give you a call tomorrow. Have a
great day, and I will talk with you soon.
Message - #3
Hi _____, This is _______ with MomsWIN. I hope you aren't out of town. I know
how badly you wanted the information on working from home.
You can call me today on my business line at 000-000-0000 to schedule an
appointment for the free information on working from home.
If I don't hear back from you today, then I will call you tomorrow.
I'm also going to be sending you some updated appointment times that I have
available for the next couple of days, and you can respond to me that way as well.
Just let me know which appointment would work best for you. I will talk with you
soon. Have a GREAT day!
Several tries, no response
Hi ________, This is ________ with MomsWIN. I've been trying to contact you in
regards to the information that you requested about working from home. I know
schedules can get hectic, but I would appreciate a call back from you. I am still
looking for about 8-10 key people to add to my organization, and from the
information that you provided me, I'm sure that you would be GREAT for one of
these positions. Please give me a call back at 000-000-0000. Be sure to check your
email for the appointment times that I sent you yesterday. You will want to book one
pretty quickly though, because they are filling up fast.
I will talk with you soon. Have a GREAT day!
Speaking live with someone to set the appt
Hi (name)?
This is ______ with MomsWIN...I'm so glad I got ahold of you today!
You recently requested more information about our work from home opportunity.
Great...what I'd like to do is set up an appt to get this great information to
you.....the appt takes 30 minutes and is done right over the phone....so, what's most
convenient for you...morning...afternoon...or evening?
Okay...great!
How about____________
Excellent...I'm putting you in my appt book right now and I'd really appreciate it if
you would mark it on your calendar and take down my number just in case anything
comes up and you need to reschedule.....my number is 000-000-0000 and I will
send you an email to confirm this appt...you can also just respond back to the email
if you need to reschedule.
Thank you so much (name)! I'm so excited to get this information to you!
Before I let you go (name)...can you tell me if you are looking for a supplemental or
full time income?
Awesome.....we've got a great plan for you and we'll tell you all about during our
appt on________________________
Thanks for your time (name) and I'll speak with you then!
Another version:
Hello, Can I please speak with (name)?
(This is her.)
Hi (name), This is _________ from MomsWIN. I'm calling because you recently
requested some information on the internet about working from home. I have an
opportunity that I'm sure you will be interested in, and I'd like to set up a phone
appointment with you so we can go over all the information. It will only take about
35 minutes of your time. So, (name), do mornings, afternoons or evenings work
better for you?
(Afternoons work better for me.)
I happen to have an opening tomorrow at 2pm EST. If that will work for you then I
will go ahead and schedule you now so I can be sure to reserve that time JUST for
you.
(That's fine.)
Okay (name), I have you down for tomorrow, October 22nd at 2pm EST. Now, I
understand that we all can get pretty busy sometimes so if something should come
up before then would you please do me a favor and call to let me know?
(Sure.)
Great! My business line is 000-000-0000 and you can reach me after 8am.
(ok)
Alright, well (name), it's been great talking to you and I look forward to sharing all
this great information with you tomorrow! Take care.
Practice and Role Play
Once you have created a script you are comfortable with, practice saying it several
times. Then call your mentor's voicemail FIVE times and leave several messages. It
is important to do it five times in a row. When you do your own dials, you will
sometimes have over 20 messages in a row, and you don't want the last message to
sound tired and impatient.
Positive Points To Practice
Have a smile on your face - be cheerful and enthusiastic. It's important.
Remember, they asked you for the information, so call until you reach them.
Provide your name and let them know this is in response to THEIR request for
more information regarding a home-based business.
Express that you are looking forward to speaking with them; speak clearly
Provide your phone number (twice) slowly, along with best times to reach
you.
K.I.S.S. Keep it short and Sweet (watch out for those umms)
Do Do Not
Don't assume they have heard any of
Do talk clearly with an upbeat tempo
your previous messages
Do state you expect them to call you Don't assume they already know you or
back, don't ask your purpose
Do smile, smile and smile some more- Don't be surprised if they don't
they can hear it on the other end remember, give them clues
Do take a deep breath, sit up tall Don't assume they have caller id
Do treat yourself if you make your goal, Don't lose energy and momentum the
work longer if you don't longer you dial
Do make it a game, see how many appts Don't ever give up; if you are having a
you can set in 30 minutes (or 15). Try to bad day or have a bad mindset, take a
outdo yourself the next go round walk or a break to regroup
Do let them know you are responding to Don't let them assume that you are a
their request telemarketer
Don't rush when you are giving your
Do give them your telephone number
telephone number
Do let them know when you will be Don't stop calling them or assume they
calling back are avoiding you
Do continue to call back until you reach Don't forget to leave a message every
them time you call
Tips for having a good session:
Find a confident position. For some, it is standing, for others, it is sitting in a
quiet place.
Try to think about the fact that you may be the only person in Melaleuca to
have their name and sharing this information may save a child's life, prevent
a poisoning or improve the health of a loved one. Remember "Enhancing the
lives of those we touch"
Keep variety in your messages; don't just say the same thing each time you
call. You are a versatile person!
Ask a friend or family member if they would let you leave a message on their
machine and give you their "valuable" opinion
Talk in front of a mirror so you can see yourself - a little practice goes a long
way
Use a headset, it can add an amazing amount of posture
Handling Objections while Setting Appointments:
1. Why don't you just tell me now...
I'd love to, but like I said, I didn't set aside the time to talk to you right now. And
besides in looking for a home based business, I'm sure you want to make an
intelligent decision based on ALL of the information. So I'd hate to shortcut you the
information you deserve. I do have the time to get you all of the information and
your questions answered on ____ at ____ o'clock or ____ o'clock.
2. Can't you e-mail me the information...
Jane Doe, we are not like all those other companies out there. We want to make sure
that you get all the information that you deserve while talking to a real person. Our
company believes in personal contact. I assure you it won't be a waste of your time
and you'll get all your questions answered. I have ___ at ___o'clock or ___o'clock.
Which one works best for you.
3. I don't have 35 min....
I completely understand how valuable time is Jane Doe. But I want to make sure I
get you all the information to make an intelligent decision. I would hate for you to
decide to join our company and be upset because you didn't know all the details. I
assure you that you'll get all your questions answered and it won't be a waste of
your time. (If she still says she doesn't have 35 minutes) Then say.....Jane Doe, let
me ask you this. If you don't have 35 min. to take a look at a legitimate company,
how are you going to find the time to start and work your home based business?
4. Can't you mail me the information....
Jane Doe, being that we are an Internet based company, mail is not our primary
form of communication. What I can do is set an appointment to get you the
information that you deserve. We then have corporate websites where you can go to
print and verify all our company's information.
5. I can't schedule an appointment...
Jane Doe, I can understand from one mom to another how hectic life can get. But let
me ask you this, if you can't schedule an appointment to look at a legitimate
business to change your financial future, then how would you find the time to work
from home?
Reminder Call:
Hi _______,This is ________ with MomsWIN just a friendly reminder about our
appointment on _________ at ____o'clock. I have had a lot of people request that
time but I kept it blocked out for you. I look forward to speaking with you then. If
anything does come up you can reach me at ________. Have an awesome day!
With this training document, you now understand:
The importance of posture
Creating and writing down your why
Understanding and using the products and how that enhances posture
The importance of a day planner
The calling and email pattern
What calls to attend before you start dialing
The importance of knowing how to use your database
The overall prospecting process
How to learn from your mentor and create scripts
How to adapt sample scripts to fit your personality
Tips on good appointment setting
At this point, you should be working on checking off the items on each checklist (part
one and part two). Once all those items are done, move on to Prosepcting in Action,
parts 3 and 4, which should be completed just before you start dialing your own
leads.
Congratulations on improving your skills, and best of luck in your business!
Prospecting in Action
The Prospecting Process, Parts 3 and 4
In Parts 1 and 2 of the Prospecting Process, you learned how to build your posture,
create a schedule, set appointments, and work with your mentor up to the point
where you are ready to begin prospecting and enrolling your own customers. This
document will take you through the remainder of the prospecting process and walk
you through your first enrollments. Each section gives you the basic information you
need, plus a Put into Action section to check off. The full list of action items are listed
at the top. There are also tips for improvement as you grow your business.
Part 3: Critical Activities and Enrolling
Checklist:
Obtain leads; check with your mentor on what they suggest
Write a script on how to 3-way a potential customer into a call
Role Play with your mentor on how to 3-way into a MomsWIN/CH overview
with a prospect
Write a script on how to 3-way to your enroller after a live call, and role play
with your enroller
Write a script on how to close a call and role play with your enroller.
Attend Closing the Call recorded training and take notes. In addition, attend
Closing the Call role play live training call.
Review scripts for handling objections
After setting appointments with your enroller, schedule and listen to at least
15 live overviews and the following closes.
Role play closes and objections again with your mentor.
Work for at least 2 weeks with your mentor; you set the appointments,
arrange closes with your mentor, and close/enroll customers together.
Read and review the follow up email templates and be consistent in following
up with prospective customers
Review filling out paperwork
Make sure you have access to the Melaleuca web site for online enrollments.
As a backup, purchase or print from your business kit CD enrollment forms
that can be faxed/mailed.
Learn to use the jumpstart program and help each new enrollee through the
48-hour follow-up and product call.
Three-waying to an Overview
OBJECTIVE: To successfully place someone on a live Presentation Call by three-
waying them into it without difficulty and on time.
Script and Key Points:
Be excited, have posture and give them a quick outline of what will happen.
Sample script: "We will be joining others on our national overview presentation call.
You may want to grab a pen and paper. The information we are going to share with
you today will be valuable in making an informed decision about any home based
business. You will also hear other guests being introduced. Our speaker _______,
will put the call into presentation mode, muting out the background noise when they
get started, so don't worry about any noise at your end. They will also provide
information on MW/CH, our partner company and a wide range of topics from how to
get started to compensation. It will take about 30 minutes or so and then I'll take us
off the conference line to answer any questions or talk about the next step at the
end of this call. So let's join the call, (customer name)."
(Dial the number, then flash back to your prospect and say "can you hear ok?" Then
dial the passcode and hit the # key and go into the call. This way you'll never forget
to flash over.)
"Hi, this is (your name) and my guest today is ________ from _________." If you
have a guest with lots of background noise, mute your phone out with *6 after
introducing to the presenter.
Do Do Not
IMPORTANT: After you have dialed the
405.244.5051 number and clicked back
Don't just leave the phone totally
over to connect in your guest, make
unattended while the call is in progress.
certain your guest is on the line BEFORE
Your guest may speak to you or your
you enter the code. It is unprofessional
children may disconnect your call.
to state, "Sally, are you there…are you
there?" on the presentation line.
Do tell your guest what to expect Don't just put them on the call
Do explain that you will click off of the DON'T say my prospect or my person.
conference system at the end of the call They have a name and we should always
to answer questions, etc. use it out of respect and courtesy.
Do wait for a break to introduce your
guest. Make sure to get on early and
Don't rush it or delay in getting them on
avoid the rush. Once your guest is
then say, "Ok, I'm going to 3 way you
introduced always press *6, to reduce
into the conference call, hold on." Help
background noise and improve call
them have an enjoyable experience.
quality especially if you are on a cell
phone
Don't forget to let them know there will
Do remind them to get a pen and paper
be valuable information that will help
to take notes. General instructions are
them evaluate any home based business
best given before you enter the call.
given during the call.
Put into Action:
Write your script.
Role-play with your mentor
Practice three-way calling your enroller into live preso calls or another
conference line and introducing her or him.
Best Methods:
Let your guest know what the agenda is. It will make both of you more
comfortable.
Calling them a few minutes ahead of time gives you an opportunity to ask
questions which leads to a better understanding of their needs
Write your guest's name, state and phone number on your calendar so the
information is available when you introduce them as your guest. A little prior
planning makes the whole process enjoyable. This is also important in case
you can't access your database just before the call, your computer is down,
etc.
Know how to properly introduce yourself and your guest. "Hi, this is Donna
and my guest is Sally from Tennessee." It's poor etiquette not to introduce
guests.
Three-waying to your Coach or Mentor
Objective: To 3-way with confidence, creating a smooth transition from the live
presentation to calling your coach or mentor
Scripts and Key Points:
Sample script: "Ok, (name), that was a great call. Thanks so much for taking the
time out of your day. Now I'm so excited to speak with you one on one because I'm
just so proud of our team. One of the real advantages in our business is the team
support and I wanted to draw on the expertise of one of them today. Her name
is______. Just a minute while I 3-way her on with us."
Let your guest know that you have made arrangements for your business
partner to join you and you will take just a moment to 3-way them onto the
call. Introduce your coach/mentor as your business partner.
3-waying into your Coach/Mentor gives your guest the opportunity to ask
detailed questions, demonstrates our team support and usually gives two
levels of experience
Schedule with your mentor ahead of time so that you can both be ready and
always call them if you will not require their help after the presentation for
any reason.
Keep it simple. Do not start answering their questions or closing the call
yourself before 3-waying to your Mentor.
Do Do Not
Do let them know your coach/mentor's Don't call your mentor and bring them on
name. Relax, this has worked well for without letting your potential customer
others thousands of times. know what you are doing
Do explain that it is an advantage to see Don't tell your guest that you are new or
the team support and expertise of your that you need someone to help answer
coach and mentor. her questions.
Put into Action:
Write your script.
Role-play with your mentor
Best Methods:
Get to your mentor as quickly as possible after the call. Sometimes people get
into conversations with the guest and your mentor is waiting for your call.
Involve your Coach/Mentor immediately after the call ends.
Invite friends/family on a presentation call and three-way to a mentor to
answer their questions. Let them know you are practicing. It's a great way to
get them the info without making them feeling like you are pressuring them.
People love to "help" others and allow you to "practice" on them.
Practice this with another member; tape yourself and be honest in critiquing
yourself.
Closing A Call
Objective: To close after a live presentation with confidence and with clear answers
for the potential customer, leading to an enrollment.
Closing the call is a skill you can always enhance. Most Senior Directors and above
will "close" or enroll 1 out of 3 or 4 appointments. MomsWIN average is to close 1
out of 10 appointments (1 out of 5 that show up).
Choose your method of enrollment - phone, fax or online. The online enrollment is
the fastest, easiest way. Fax enrollment is great if they are nervous about giving out
personal information. Phone enrollments need to also have paperwork faxed in. See
enrollment instructions in you members area or call Melaleuca' enrollment hotline at
1-800-262-0600.
If they hang up or get disconnected from an overview call, ALWAYS call back!! Never
presume or judge that the prospect is no longer interested. There could have been
an emergency call, problems with their children, or a call came in and they became
disconnected. ALWAYS call back!! If they do not answer, leave them a message, not
one of irritation, but that "you are so sorry that there must have been a problem as
you both were disconnected". Leave your name, number and email as well as send
them a personalized email expressing your concern for their family and that you will
be calling them back tomorrow if you don't hear from them via email or telephone.
Always assume that they need additional information and send appointment choices
you have available. Return to the calling pattern.
Scripts and Key Points:
Sample short close:
Flash them off the call, "Wasn't that a great presentation that Ariana gave? I want to
thank you for taking 30 minutes out of your day to get this exciting information.
What did you like best about what you heard today? Was it a) Melaleuca and the
better safer products for you and your family delivered directly to your door, or was
it b) MomsWIN and the incredible support and website at no cost to you, or were you
more excited about c) the unlimited income potential that MomsWIN and Melaleuca
provide, or was it d) ALL OF THE ABOVE?
(She answers D)
Great, Jane, you see yourself much like I did back in February when I heard an
overview call. So, Jane, you obviously see value in Melaleuca products and getting
the toxins out of your home. I know that you were impressed by Melaleuca's
credentials and that they have a 19 year track record as a financially sound
company.
I don't know about you, Jane, but I have never owned a home based business before
so finding MomsWIN and all the support and training they provide at NO COST put
my mind at ease. I know I can succeed with this team.
That's great, Jane. You are as excited about MomsWIN and Melaleuca as I am. What
we will do now, is do your online enrollment with Melaleuca and your business kit will
be shipped to you. You will receive a video, audio and CD ROM, along with a full
page color catalog and numerous business building materials. As soon as your online
enrollment is completed, I will set up your MomsWIN website for you, again at NO
COST to you.
Is Jane the first name you want on the account???
Sample long close
________, we are back on the line together and I am confident you got the
information you need to make a comfortable and informed decision.
I want to thank you for taking the time out of your busy schedule to hear the
information. I appreciate it.
What did you like best about the information you just heard was it …
A. The products - Having a safer home
B. Melaleuca - Solid credentials and risk free opportunity
C. MomsWIN - Free website and team support. Or do you see yourself as
D. The total package
(They answer A, B, or C)
______, I can really identify with that. I felt very similar when I got started. I can
tell you that getting started as a customer has turned into a rewarding career for me
as well.
Let's take a look at how we can help you reach your goals.
The products - when I heard the presentation just like you did, I saw real value in a
safer home, and the 100% satisfaction guarantee put my mind at ease since I could
be assured if I wasn't happy I would get a full refund. If you ______ have two
laundry detergents sitting on a shelf one was your current brand and the other
offered you a safer, most cost-effective alternative, wouldn't it make complete sense
for you to buy the brand that saves you time, money and your family's health?
(Yes)
Great, I would like to be the first to welcome you to Melaleuca! I know that you will
be satisfied with these products and enjoy all the benefits of being a valued
customer. I will help you open your temporary account today, but before we do I
know you came to us looking for a business so let's take a look at Melaleuca -the
company.
As you heard on the call they are a creditable company with integrity and a track
record of 19 years in business, steady and consistent growth, listed with a clean
report on the BBB, and best of all getting started with them is risk-free. They allow a
4-month test drive for less than two boxes of pizza and a two liter of Coke. Now let
me ask you was completely risk free, listing with the BBB, and a 19 year track record
the types of credentials you were looking for in a company?
(Yes)
That's awesome! You see value in being a customer and partnering with Melaleuca
fits what you were looking for. The last thing we need to look at today is MomsWIN -
is the team right for you.
I don't know how you are feeling right now but ______ ago when I was getting
started my biggest fear was, can I do this. It made complete sense to partner with a
successful team who had been there, done that. I liked the idea of two websites at
no cost. The biggest benefit I saw was that I could leverage my time with team
support and someone would be there to virtually do all the talking for me. I got
started right away and MW/CH I can say are a large part of my success. How about
you? Is a team that invests in your success, helps you leverage time, and does a lot
of the talking for you, the type of team you want on your side getting started?
(Yes)
Welcome to Melaleuca, MomsWIN, and Choice Horizons. I am excited to have you as
a part of our team. We are going to help you get started by taking the first step and
opening your temporary account today. All I need to do is verify information you
have already given me and ask a few additional questions.
Is the first name on the account ______ last name _______?
Key Points:
Remember you are offering them an opportunity, not selling them. Keep a
positive mindset and always ask for the close
Ask questions that require a positive response. (Does it make sense? Do you
see the value? Would you choose the safer products over what you are using
now?)
Know why your potential customer is looking for a home business, so that you
can close knowing their "why"
Always ask positive and direct questions. Remain calm and focused, and
smile!
ABC Always Be Closing. Don't let them away with, "I need to think about it."
It is a 29.00 shopping decision!
Never say "What did you think?" Ask, "What did you like best about what you
heard?"
Ask for the enrollment...TODAY!!
Assume the close; even if someone simply wants to be a customer. Go into
the close assuming they will at least participate on that level.
Do Do Not
Do find out very quickly if it makes sense
to them to set up their temporary
Don't ask, "What did you like about what
customer account. If you don't make
you heard?" and leave yourself open to
sure they are solid on the advantages of
any answer, good or bad.
being a customer, then you have lost a
major strength in closing
Don't get sucked into their life issues of
Do ask yes or no questions.
money, divorce etc.
Don't let fuzzy logic such as,"It doesn't
Do find out what was important to them feel right" or "I don't think I could do
in the information that they heard. this, it is not for me" be given without
finding exactly what their objection is.
Do build a rapport with your potential Don't assume what is important to you is
customer important to them.
Do be prepared to enroll them Don't assume they will automatically
immediately after the call. trust you.
Do identify any hesitations and ask if Don't jump to conclusions about what
they had any specific concerns. they are thinking.
Don't assume they won't enroll and then
Do stay focused on the topic on hand. be caught off guard or surprised. Of
course they'll enroll!
Put into Action:
Write a script on how to close a call and role play with your enroller.
Attend Closing the Call recorded training and take notes. In addition, attend
Closing the Call role play live training call.
Review scripts for handling objections
After setting appointments with your enroller, schedule and listen to at least
15 live overviews and the following closes.
Role play closes and objections again with your mentor.
Ways To Improve:
Tape your closes to see how you sound. Practice with your mentor. Make sure
you take advantage of the Closing the Call Role Play live training. Read books
on improving your skills of closing (one good one is Cold Calling for Women:
Opening Doors and Closing Sales by Wendy Weiss).
Practice on anyone who will listen (even the dog or the baby!)
Develop your belief in Melaleuca, your team and the products! Your passion
and belief wins them every time!!
Read your business kit, attend local Melaleuca functions, go to specialty calls.
The more knowledge you have, the more comfortable you will feel and this
will shine through!
Asking specific questions will help you nail down what the potential customer
thinks of the opportunity. Sticking to yes, no, and multiple choices will help
you to get a clear picture.
If the potential customer requires additional time, be specific about why. Get
their commitment that when they verify the information, they will be ready to
get started. Set the date and time for follow-up. Assume the enrollment.
Follow-Ups
Objective: To help the prospect understand the benefit of completing their
enrollment as a customer or a business builder in a timely manner
If they do not enroll right away, send them more information via e-mail. Follow up
emails are also numbered in an easy-to-follow series.
If they say not right now, clarify why they are a "not right now." Send them follow
up #1 email, or if they mention talking with a spouse, follow up #5, and find out
when you can touch base with them again about safer alternative products, saving
money and building a business. Behind every objection is a fear that they cannot do
this, so clarify how easy it is when you have a mentor and support team that will
walk you through this step by step. Call them back immediately when a new
promotion comes around and you can offer a free or reduced price membership. That
works very well to enroll them at a later date. Remember it's still a viable lead. One
MW member enrolled 8 new people in one month from her "not now list" using an
email follow up on the $1.00 CD promotion, followed by a phone call to discuss it
with them.
If they have not reviewed the information for their follow-up appt., ask them when
they will be able to set aside time. You also have an opportunity to remind them of
their original interest. "I know that you were interested in ______(products) and
making some supplemental income. Let's open your account…" This will redirect their
focus from reading emails to enrolling and trying out Melaleuca. You can walk them
through their home and go over what they need to order or talk to them about some
sample orders (found in follow up email #3).
Scripts and Key Points:
"Hi, ________, this is ______ calling from MomsWIN. I am calling today to help you
get started with our team! Now, last time we talked, you asked for information on
_______. Did you get the email I sent you? Have you had time to read over it?
Great! Then I'm sure you can feel confident as I did that you're making a great
decision. Let's go ahead and get started. I have your first name as…."
(If they did not verify information.) "Oh, I am sorry that something must have come
up. I understand you are busy, but you know, this is a $29 shopping decision that is
completely refundable. Let's open up your temporary account and get your business
portfolio in front of you so that you have all the information right there at your
fingertips. You will have informational pages on all the products as well as the
compensation plan, the video training cassette and the audio cassette as well as a
Leadership in Action magazine subscription. It contains a wealth of information that
details everything that you would be looking at on the website. You have 120 days to
look at it and decide if this is a business for you. It will also give you an opportunity
to try the products and learn first hand about Melaleuca. The only way you will ever
truly know is to try the products."
Make sure your closes are clear and to the point in telling your new team
member what to expect.
Call at the agreed upon date and time. Follow-up calls should have a specific
agenda as agreed upon during the close (wanted to speak to spouse, check
the web site, verify with the BBB, etc.) Confirm that they had their questions
answered.
Ask questions that lead to a positive response. Ex: Do you see the benefits of
safer products, agree that it's risk free, agree it's better to have the business
portfolio to make an informed decision, etc.
Use Choice Closes - "Would you like to start as a customer or do you see this
as an income opportunity?" "To get started, do you feel a basic order or a
VP/CP would be better?" "Since there is absolutely no risk, would you rather
start with the printed or CD version of the business portfolio?" "Which is more
important to you, safer products or the income opportunity?" Do you see how
either answer in every question still leads to the end zone?
If the prospect has attended an overview and is not available for your follow-up:
1. Send follow up #2, "Do you have any questions?" This also can be sent
between the Recap and Follow-up emails.
2. If you know of a specific concern, choose from one of the follow up emails
that best fits (#3 for products, #5 for more information, etc.).
3. to call them utilizing the calling pattern (6 days consecutively, 3 X per week
for 3 weeks, 2 X per week for 2 weeks and 1 X weekly until you obtain their
final decision). Do NOT assume anything! Do not take it personally if they do
not return your phone calls or emails. Life happens-do what is in your control
to reestablish contact.
Do Do Not
Do write down bullets points about what
your guest liked about the call, why it
turned into a follow-up, any objections Don't say, "Oh, you haven't had time
they may have. Have these notes in front enough to make the decision? That's ok.
of you for the follow-up. Be confident We'll schedule another follow-up."
and remind they it is a $29.00 shopping
decision.
Do call them and expect a positive Don't talk too much...you can talk them
decision. Do say, "Well, Mary, I was out of it. Recap their key points in a
calling you today to help you get started positive way with a solution for their
with us!" concern.
If they ask for more info, say, "I sure can
get you that! Why don't you share with Don't assume you know what their
me what information you would like or concerns or issues are. Ask and listen
what your concerns might be?" This will closely. Be certain the information you
give you the direction you need for the provide is specific to their request.
enrollment.
Do ask qualifying questions (what did Do not let this call end without asking if
you like best?), make notes and use their you can set up their temporary account
stated interest as both a reason and a today at least twice.
benefit to become a customer NOW. "We
agree, safer products are important." Or,
"We agree, this is a risk-free opportunity,
don't we?" Lead with what they tell you
they liked.
Do ask what you can do for them or Do not end this call without an
provide them to help them to make a enrollment or another specific date and
decision if they delay enrolling. time for follow-up within 48 hours.
Put into Action:
Read and review the follow-up email templates and be consistent in following
up with prospective customers
Review filling out paperwork
Ways To Improve:
Avoid a follow up-enroll right after the call! Practice forming and asking
qualifying questions or choice closes with teammates.
Ask for the prospect's help. "Barb, please share with me why you might not
be comfortable setting up your temporary account today?"
Role play and listen to training calls.
Improve your posture-there will be dramatic differences in your success that
come from subtle increases in posture.
Prove yourself to the new enrollee. Gain trust by saying what you are going to
do in the follow-up and make sure you do exactly what you commit to - on
time. If you commit to email them in 15 minutes and call them the next
morning, do it!
Filling Out Paperwork
Objective: To obtain the necessary personal information, secure their electronic or
written signature and complete the enrollment process to meet the quality
enrollment standard.
Key Points To Remember:
The goal is to complete the enrollment the same day or within 24 hours at the
latest.
Explain the forms to them in detail, especially the backup order. Encourage
them to put on file a Select pack using the MomsWIN favorites select pack for
50 points.
Review the levels of participation with them so they understand the
commitment. Levels are not based on the amount of money they want to
make. Obtain all the information to complete the enrollment (online or
paper).
Be professional and explain each section. The SS# is for tax purposes.
Melaleuca will issue a 1099 at the end of the year. The payment information
tells how you will pay Melaleuca for your $29.00 membership fee. Which form
will you be using today? Visa, Mastercard, Discover, electronic checking or
electronic savings, go ahead with that number...don't forget the expiration
dates.
Explain the guarantee and the 60 days for products, 120 days for the
business kit.
Do Do Not
Do say that it takes 5- 10 minutes to
input the information in the online forms
and set a time to call them back. "OK,
Sally, you will have an email from
Melaleuca in about 10-15 minutes. You
just need to verify the information you
have given me, type in your name and
Don't do an enrollment without putting it
confirm your account. It's really easy. So
all down on paper, so you will have it
let's get this taken care today, then I can
readily available if there is a problem
request your MW/CH website. Will you be
with the online enrollment.
able to hop online in 10 minutes to finish
this up?" Get an exact time when they
will finish the enrollment. If they can be
online while on the phone, walk them
through it before hanging up. Or if you
are doing a paper enrollment, know
when they will fax it back to you.
Don't forget to congratulate them and
spend time at the end explaining what to
Do put all the information into the
expect in the next few days. Don't forget
enrollment online or on paperwork.
to reassure them this is a risk free
opportunity and they can't be hurt.
Do make them feel comfortable and
Don't make your potential customer fill
explain everything thoroughly. This
out blank forms
makes them feel more at ease
Do research the potential customer's
Don't make your potential customer find
location for fax services, or credit card
a solution of their own for these
information before you fill out the
situations.
paperwork
Do add them to your email and Don't forget to congratulate and welcome
distribution lists. them to the MW/CH Team
Put into Action:
Make sure you have access to the Melaleuca web site for online enrollments.
As a backup, purchase or print from your business kit CD enrollment forms
that can be faxed/mailed.
Ways To Improve:
Set a time to get the enrollment done - do not be vague. If you have made
several attempts to contact your prospect to finalize, do not continue to chase
them. Do what you can to get this wrapped up, but if they are not
responding, move on and go get that next enrollment who really wants this.
Having paperwork ready beforehand will allow the enrollment process to be
much smoother. Extra forms printed up and ready at your desk at the end of
the call, or the online enrollment window open and ready to go, will ensure
that you have an enrollment. Complete ALL the information on both the
enrollment forms including Primary Form of Payment, birth date, and Social
Security #. Include a fax coversheet detailing where to sign, your fax number
and instructions on returning a blank voided check if using Electronic
Checking. Call them back in 10 minutes to go over the forms and fully explain
to them everything on the form (the backup order, the value pack and career
pack, the level of participation, everything!) People will not sign what they do
not understand. Be clear. Call your mentor if you need additional assistance.
Work on your confidence level and your belief system. Remember you are
actually helping people become better informed consumers. You are helping
people with the wisdom to appreciate safer products as well as an income
opportunity to achieve their goals. It really is the right thing to do!
Tips for Paperwork Still Pending after 48 Hours:
Reassure them that you are going to help them through every step of the
process. Customers will be more likely to return their paperwork if they feel
comfortable with their decision. The last 5-10 minutes of a close should be
devoted to reassuring, congratulating and letting them know they made a
good decision and they have a support team behind them.
If finding a fax machine is an obstacle, you can request an e-fax number at
http://www.callwave.com for them to receive faxes only to their email
address. You will receive their fax number immediately when you enter their
information. Another option is http://www.efax.com. Their e-fax number will
be sent to their email address and you will have to obtain the e-fax number
from the new customer. After you have faxed the documents, call them within
10 minutes to insure that they received and were able to access the fax. It
will be necessary to locate an outside source (Kinko's, bank, library) to fax
the signed documents to you.
If you haven't received the paperwork back by the agreed upon date or reached
them by phone...
1. Send E-mail for Pending Paperwork, "Ready to Get Started?"
2. Use the calling pattern to reestablish contact. Never feel as if you are
bothering them because they requested the information from you. It is "your"
job to follow through for them.
3. Another option - send follow up #6, with a full description of the information
they had received.
Helping a New Enrollee Get Started
Objective: Clearly define the next steps for the new enrollee from day one, and walk
them through their training.
Scripts and Key Points:
15-minute follow up script (see Jumpstart 2 for more information)
It looks like everything went smoothly for you. I received confirmation of your
enrollment. You should have another e-mail from websupport@melaleuca.com
confirming your enrollment and assigning you a customer ID number. This will give
you the ability to log into Melaleuca's website right away.
I want to make sure you get your first product order in right away. This will make a
real difference in your belief system, confidence, and connection to this company. On
the live presentation call I am sure you heard about the Value Pack and all the
benefits. (discuss benefits) Would you like to get started with the VP today? (If yes,
explain you will place the order with Melaleuca for them, e-mail them the total and
invoice, and confirm they are making the right decision.)
(If no) Then let's start putting together a basic order for you that you can enjoy and
benefit from. Go ahead and grab your Wal-Mart shopping list and read off to me
what you have on that list. (As they read the list convert it to Melaleuca products and
write them down. example: Windex = Clear Power, Tide = Melapower. After you
have gotten that list complete share 3 product experiences about products you are
really passionate about. Share 1 experience about a pharmacy, 1 about Nicole Miller,
and 1 about Vitality for life.)
Then simply ask, "Would you like to add any of those products to your first order?"
(Once complete) Great, we have a great first order started. We will be placing the
order after your first training session. I will send you a follow up e-mail today with
what we have on our list so far and if you think of anything else just let me know.
Alright, we are well on our way. I am really excited to help reach your goals with our
company and team. I would like to schedule 2 types of training calls to help orient
you and get you started.
The first is a product call. We feel an introduction call will really help you feel
educated and informed as well as help you take advantage of all Melaleuca has to
offer. Would you prefer _____ @ _____ o'clock or ________ @ _______ o'clock?
Great I have you written down. I will call you directly for this appointment.
The second call is a newcomer/48-hour follow-up call. This will help you understand
the role MW & CH can play in your business, the next steps to take, understanding
and defining what you want out of our company, and since this is not a business in a
box we will develop a custom 90-day action plan to help meet your needs. Would
you prefer _____ @ _____ o'clock or ________ @ _______ o'clock?
I will send you a follow up e-mail today with all the details on how to access
Melaleuca's website, your first order, and our next appointments.
Remember if you need anything please do not hesitate to call or e-mail at anytime. I
am here to help!
Key Points:
Give them your information. You have all their info, now they need yours!
Tell them what to expect
Set the appointments for the first two training calls immediately
Discuss a specific time to place their first order
Tell them to anticipate receiving their business kit in 3-5 days
Send them the "Welcome to MomsWIN/Melaleuca" email with names and
contact information for their support team.
Find out more about them: their office hours, their family duties, when is the
best time to call them
Plan a 20-minute morning or nightly check in to review each Jumpstart
training.
For more information on building a team, refer to the live training schedule as well
as "advanced training" links in your member's area.
Overall, remember to work with your enroller until you have heard 15 closes. Keep
working with them as needed until you reach Director. Be coachable and know that
we have all faced the challenges that you face and we are excited to share ways
around them. Don't try to reinvent the training system and the way to close/enroll.
Years of leadership experience have been combined together to show you the best,
most productive path to success.
Part 4: Continue to Learn and Lead
Checklist:
Read leadership and marketing material to enhance your knowledge
Learn to handle objections and use Feel, Felt, Found to overcome them.
Be product focused and continue to gather and share product stories
Read and learn!
Below is a list of recommended reading. These books have helped several
MomsWIN/CH leaders gain expertise.
Secrets of Closing the Sale by Zig Ziglar
Words that Sell by Richard Bayan
Phrases that Sell by Edward W. Werz, Sally Germain
Cold Calling for Women: Opening Doors and Closing Sales by Wendy Weiss
The 21 Irrefutable Laws of Leadership by John C. Maxwell (and any other title
o his)
In addition to reading these books, attend as many MomsWIN specialty calls as you
can. Listen to the stories from Senior and Executive Directors. Some of them have
come from hard backgrounds, serious financial struggles, family tragedies, and
more. Yet they have kept the positive mindset it takes to achieve in this business.
Surround yourself with people you want to emulate, and you will pick up success
habits.
Read books that teach you optimism and a positive mindset. A classic is Napoleon
Hill's Think and Grow Rich. There are many others in the self-improvement section of
your bookstore. Try How to Win Friends and Influence People by Dale Carnegie, or
Seven Habits of Highly Effective People by Stephen Covey. Take 15 minutes each
day to learn and implement ideas that will make you a more effective person, and
more successful leader, and a more visionary team member. It will pay off in the
long run!
Learn to handle objections
See Jumpstart 2 for sample scripts for objections.
Objections are usually a request for more information. No usually means "not right
now" or it could mean, "I don't have enough information." Ask them to help you
understand their reason. Many times you will uncover an objection that can easily be
overcome. Be direct and ask them why or what is holding them back. Perhaps they
just need clarification of how easy it is to place 35 PP orders, or what the difference
is between MLM and Consumer Direct Marketing. Don't hang up that phone without
really asking about and understanding the reason they said "not interested".
Ask if they are interested in becoming a customer and opening a trial membership or
if they would like you to follow up in a few weeks or month. Send them third party
websites to document the information the presenter has given them. Always try to
leave the door open to emailing them and calling them in the future. Then be sure
you take that issue to a live training session if you are not sure how to respond to it.
Another option is to contact your coach/mentor for handling specific objections. Live
training is you best option to build skills in this area!
Remember to use the classic formula, "Feel, Felt, Found" as you hear their
objections. This diffuses any antagonism, lets the prospect see through your eyes,
and gives them a way to understand the options available without saying, "you're
wrong, I'm right." Here is an example of the three steps:
When you hear the objection, immediately empathize. "I know how you feel."
Follow with an example of a similar situation you faced. "I felt the same way
when I heard that this was a $29 shopping decision. I thought there had to be
a catch somewhere."
Tell them the positive outcome. "You know what I found? I was going to have
a chance to try it with no risk, because that guarantee was there. My husband
insisted that I would have to send the kit back because I'd get the information
and find something wrong. But I found nothing wrong. I was extremely
pleased with the products, and I continued buying them, and then I thought,
if I like this so much, so will other people."
Use your story in handling objections. Your prospect doesn't want to know what you
know. They may not even be asking for information in black and white. They want to
hear that you understand their feelings, that you are real and genuine, and that their
concerns are important to you. You express their concerns through a story or event
that happened to you, and they can see themselves walking in your shoes. They are
then willing to take the first step with you. Then it's your chance to prove you are
right through products, mentoring, follow up, etc. Learn to handle objections with
empathy and feel, felt, found, and you will increase your success in this business!
Be Product Focused
Melaleuca's products are helping enhance hundreds of thousands of families' lives.
Your family is certainly benefiting today. So go ahead and share with others how
you've benefited, and why. It's the strongest "selling" point in your business… and
the easiest skill to build. Just use and love the products!
In addition, Melaleuca has printed a wonderful book, called The Melaleuca Product
Information Resource. This book has over 160 pages of product specifications,
pictures, ingredient listings, scientific backing, and the story of how some of our
breakthrough products came to be. It is highly recommended to read it and use it as
a resource in your prospecting. Listen for the wellness concerns your prospects
mention. If they have struggles with asthma, MS, heart disease, arthritis…you know
that Melaleuca has a possible resolution for their concern! Share it with them!
Educate them on safer and more environmentally friendly products. Feel good in
your endorsement of the products, and the ability to educate and improve other
families.
As you develop your own product success stories, share them with others. Gather
success stories from others as well. Keep abreast of new research or third-party
information that lends strength to our cause. You will see increasing results in your
prospecting, more closes, more loyal customers, as you do this. We are here to
enhance lives, and it's so easy to make a shopping decision and switch stores and
help do that!
Conclusion
Thank you for taking the time to learn the Prospecting Process. As you implement
these tips and ideas, remember to use your mentor for advice. Work together until
you reach Director. Be accountable for your actions. Continue through the live and
recorded trainings to enhance your skills. You can do this business! You can enhance
other people's lives! Congratulations on the first smart step in a wonderful business!
