COACHING YOUR HOSTESS Mary Kay has always said that, "a class worth booking is a class worth coaching!" By choosing not to coach your hostess, you risk having at least 50% of your Skin Care Classes postpone, cancel, or no show!! Coaching your hostess not only can help make the skin care class more profitable; it may also result in a new team member! Initial Coaching • Hostess Packet. When you book your class at a class, you can give the packet to your future hostess on the spot. If time does not allow for you to go through it, set a time within 24 hrs. to call her and go through it over the phone. When booking your class over the phone, ask her when you can stop by and deliver her packet. Include in the packet: The Hostess brochure, a Look Book or a Beauty Book, outside order form, a Choices C.D. or company C.D. (Offer something FREE if she will listen before you come back for her class). This could be an eye shadow or $5.00 additional hostess credit. By listening to the C.D. she will have a better understanding of our company and will be a better hostess. You could also include a product sampler such as the travel-size hand cream. Explain the contents of the packet, emphasizing the ways she can earn either free product or the hostess gift. I personally prefer giving product as hostess credit. • Stress commitment. Let her know that you value her time and that your time is limited and she can count on you to be there!! • Ask her for a guest list. Remind your hostess that you will call the guests three days before to complete their skin care profiles. Tell her you will do everything you can to help build her guests' enthusiasm about the class. • Find out what your hostess wants for FREE. If you know what she is working for, you can keep her excited about her class. A rule of thumb is: take the retail price of the product/set she wants to win and times it times 5. This will give you a retail amount with two bookings she will be aiming for. For example, if she wants her Day/Night set, you take the $60.00 x 5 = $300.00. So, her class needs to be $300.00 with two bookings. That is equivalent to 20% hostess credit. Telephone Coaching • Practice your script before you call your hostess. This will increase your confidence when you talk with her over the phone. • Call your hostess three days before the class. Make it a quick and an excited call. Let her know how many people you have contacted and who will be coming. You may want to get additional names to fill in for those who cannot attend. • Re excite her about the products she will be winning! • Get any outside orders she has received so you can have them sacked and ready to deliver when you arrive for her class. • Confirm the time you will be arriving. Always arrive at least 30 minutes before the skin care class begins. or earlier if you plan on doing a color consultation for your hostess. Pre-class Coaching • When you arrive to set up for your class, greet your hostess with a smile and a sincere compliment. • Briefly review the hostess program. Take any additional outside orders and re enthuse her about getting her products FREE! • You may want to present her with a special hostess gift during your opening remarks so other guests can see what they can receive by holding a class. It can be a small gift wrapped very beautifully. A great hostess gift is always PCP gifts from past promotions. • Personalize your hostess' facial. You may want to let her select a Color 101 look while you set up. • Now is the time to "plant some seeds" for future team members. (This is the first point in the four point recruiting plan). Ask her to watch you today to see if she might like doing what you do. Ask her what she liked best about the C.D. you gave her in her hostess packet. Ask her which of her guests might be needing additional income and might be interested in something part time that could work around their family activities. Offer her a small gift for any person she suggests who becomes an Independent Beauty Consultant. Don't Forget To • Secure a guest list. Guest lists make the class happen. Without it you can't call to pre-profile, you can't confirm, and you'll probably have a disappointed hostess. • Keep in touch. Regular contact with your hostess is essential. If you express little interest in holding the class, she may cancel. Make her feel so special she can't possibly cancel. Use your guest list as an excuse to keep in touch with her during the time between her booking and her class. • Plant seeds each time you talk with her that will peak her interest in the opportunity. What if someone hadn't taken the time to share the opportunity with you? Pre-profiling: If you are not pre-profiling every guest that's scheduled to attend a skin care class, you are choosing not to have a full class of six guests, says Independent Elite Executive Senior Sales Director Vicki Auth from Austin, Texas. To help ensure a full class, Vicki offers the following script: "Hi________, this is ____________ and I'm a Mary Kay Independent Beauty Consultant. Do you have a moment? Great! I'm double-checking the attendance for_____'s skin care class next Wednesday. I know you received your invitation and I'm putting together the goodie bags for all of the guests who are attending. ______, I have a couple of questions I'd like to ask you about your skin type." Ask the questions from the customer profile and fill out the guest's card as you talk to her over the phone. This creates less paper work at the class. If for any reason, the guest is unable to attend, you have the information and can follow up with her at a later time. You also are establishing a relationship with her prior to the class. She will be more inclined to make a special effort to be at the class. "O.K., I have all your information and I really look forward to meeting you. ______, because this is more of a personalized, hands-on demonstration, _____ was only able to invite six women to attend, so can we count on you to be there? Great!! One last thing, if I could help you with one concern or something you're experiencing with your skin, what would that be?" This helps to reassure the guest that you are a professional Beauty Consultant and that the class will be as educational as it is fun. Whatever her answer, let the guest know that you have a great product that you can't wait to share with her at the class. "If for some reason something comes up, will you please let ______know at least 24 hours in advance so she can give someone else your spot?" Use this phrase because you know that most women hate to give up their spot. "OK, thanks _____, Have a great week and I will see YOU next Wednesday at 7:00."