Basic Retail Script - Offer Programmes and Sample

Basic Retail Script – for Retailing over the phone SECTION 1: Making the Appointment (Website enquiry) Hi, can I speak to _____ please? Hi ____ my name is ________ ; I’m calling you back regarding your enquiry at our website about our Weight Loss programme. Do you remember? *** (Text/Flier enquiry) Hi there, my name is ______ . You sent me a text enquiring about our Weight Loss programme, from my flier/poster thank you. Do you remember? That’s great – may I ask who am I speaking to please? *** (Survey enquiry) Hi, can I speak to _____ please? Hi ____ my name is ________ ; I’m calling you back regarding the Health & Lifestyle survey that you completed (today / yesterday; in the shop where you work / in the High Street).. Do you remember? Great. I see from your survey that you were interested in some free information about how to achieve your optimum weight and your health goals … ***Is now a convenient time to talk for just a couple of minutes, so I can outline the options available for providing you with the information you need? Great! (if not, schedule a time to call back). Do you have a pen and piece of paper to hand, as you may want to jot a couple of things down… (Wait while they get this). Great… now first of all let me just give you my contact details for future reference. (Give them your full name, landline number and mobile number). (If you think they may be local you can offer them the 2 preferred options…) Now, depending on where you live, and depending on your own personal preference of course, we have 2 options available to help you. If you are local, you can take advantage of our offer of a FREE face-to-face appointment, which would include a wellness evaluation and diet analysis, together with a free body fat test, and full information on how our programme works. This option would also enable you to sample our products totally free of charge, so you can find out if the programme would suit you! The consultation would take about 45 minutes to an hour, at a time convenient to you, and is entirely without obligation. We would leave you with further information to consider following the appointment… Or, if you are outside of our catchment area, or if you prefer this approach, we can arrange a telephone appointment so that I can explain a little more about our programme to you and see if it sounds of interest. This would take about 20 minutes to go through. Which would be best for you do you think? Do you live in the ________ area? (Make face to face appointment at a time convenient with them, or agree on the telephone consultation. If it’s the telephone approach and you have time now, ask them if they have the time to go ahead now, or whether they would prefer to schedule an appointment for later in the day or the next day. Try to make is as soon as possible). (Or, if you can see that they are too far for a face to face…) Now, what we’d like to offer you is a free no-obligation consultation over the telephone, which would normally take about 20 minutes, at a time convenient to you. This appointment will include a diet analysis and will also provide you with additional information to help you achieve your health & weight loss goals, plus all the information you’d need to know about how our programme works. Following the appointment we can then arrange to send you some samples of

our products if you would like to try them. How does that sound to you – when’s normally the best time for us to speak for 20 minutes…? SECTION 2: The Basic Consultation (If this is a 2nd call to the call above, remember to start off with ‘Hi how are you?’ etc, remind them why you are calling and check they are still OK to take the call. Be friendly, ask them about their day etc before launching into the main part of the call)… Now, I’m sure that you’ll want to know all about our programme, how it works, how much it costs and so on, but before I go through that with you, I would just like to ask you a few questions if that’s OK, so I can be sure I fully understand your goals and motivations and can therefore advise you on the right programme for you. Is that OK? Great! Now, just before I run through things I sometimes find that some people I speak with are naturally worrying about the cost so let me reassure you straight away that cost is seldom an issue for people, the programmes I recommend are really great value for money and my coaching and support is built in free of charge. I am keen to help you get started on a programme that meets your budget and doesn’t cost more than you are spending currently on your meals and snacks, in fact most of my clients comment that they are actually saving money which is fantastic. Hope that helps as I know that sometimes people are nervous as it all sounds really exciting but they are thinking it’s going to cost hundreds of pounds – don’t worry, that’s certainly not the case and this programme is great for everyone! So, let me start by finding out a bit more about you (These questions are a guideline only. Your aim is to build rapport, identify their ‘reason why’,find out if they are genuinely serious about losing the weight now, and identify what their food budget is so you can tailor your recommendation to their budget. N.B. If you already have a survey on the person, don’t ask questions you already know, but rather ‘confirm’ the information with them eg Instead of ‘How much weight do you want to lose’ say ‘I see from your survey that you’d like to lose 2 stone – is that right?’). 1. How much weight do you want to lose? 2. Is there a particular reason why you have decided you want to lose the weight now? 3. What is your weight at the moment? So, if you want to lose ___ stones/lbs, that means your ideal weight is ____ stones/lbs. Is that right? 4. How long ago would you say you were at your ideal weight? 5. Why do think that you put on weight? Has there been a change in your eating habits or are you less active..? 6. Have you tried to lose weight before? What did you try? Why do you think it didn’t work? 7. How serious are you about losing those ____ stones/lbs? If there was a scale of 1-10 and 10 was the most serious, where would you put yourself on that scale right now? 8. Are you on any medication? And do you have any food allergies of any kind?

9. It would be useful to understand more about your current eating habits. Could you run through what you eat on a normal day for me? (Prompt with questions such as…) What do you have for breakfast, lunch and dinner? Do you have pudding after your main meals? Do you have a snack in the morning and in the afternoon? What sort of snacks do you normally have? What about in the evening – do you get a bit snacky when you’re watching TV? How many cups of tea/coffee you have per day? Do you also drink fruit juices or fizzy drinks, and how much water do you drink? (Take good notes whilst they are talking and make an estimate to what they are spending on food per day – as this will help you to make an appropriate recommendation at the end of the call that fits with their budget). It is useful to flag their budget to them at this point eg; ‘Ok, I’ve just been jotting a few notes down, as we always aim to tailor our recommendations to fit with what you currently spend on food for yourself. And it looks like, with your breakfast, the you have at lunch, plus your evening meal, and snacks in between, you’re probably spending about £3 / £4 / £5 / £8 on food per day. Does that sound about right?’ (As you build your skills and confidence, you will begin to identify certain habits in people’s eating patterns that explain why they are gaining weight with the foods they are eating. It can be useful to make a few comments at this stage, to help them to understand why they need to make changes. Some notes are attached in the appendix, which will help with any discussion here. However, the script works just as well without this full diet analysis, so it is something you can build in as you become more confident). 10. Finally, if you did manage to lose ____ stones/lbs, what would it mean to you? How do you think your life would change? How do you think you would feel? Is there anything you’re not doing at the moment that you think you would start doing again if you lost that weight? (Ask questions as appropriate, these are just a guide. Use as prompts to bring the focus back to the emotional reasons behind why they want to lose the weight.) Thank you for sharing that with me. This really helps me to paint a picture of how I can best help you. And I’m extremely confident from everything you’ve said that you’d definitely lose the weight with our programme! I use these products myself every day and ever since I got started I felt healthier than ever before….( YOUR STORY HERE_eg When I got started on the programme nearly 3 years ago, I dropped 5 lbs and lost 10cm of body fat in just the first 3 weeks, and I dropped to a size 10 dress size! I felt fantastic too – loads of energy and never felt tired or hungry following the programme. The best thing though is how easy it’s been to maintain my weight since then! I have gone on to help people lose anywhere from 7lbs up to 8 stone!) So I know from personal experience that this programme is amazing… and that it will work for you too! In fact, our company is so confident that our products work, that they offer a 30 day money back guarantee. (If your story is not a weight loss story say ‘I use these products daily for great nutrition and to keep my weight under control, and I feel absolutely fantastic every single day. I’ve seen our customers lose anywhere from 7lbs up to 8 stone with these products so I know that they will work for you! In fact, our company is so confident that our products work, that they offer a 30 day money back guarantee). The best thing about our programme is you will have me as your personal weight loss coach which is like having a personal trainer! You won’t be doing this by yourself. I am going to commit my time and energy to help and support you to get the results you want. And the good news is all my support to you is totally FREE of charge!  You can’t get this in the gym or anywhere these days. Even with Weight Watchers, you need to pay a few pounds to go to use their scales! But with us, you will only pay for the products you use!

On top of my coaching and support you are also given a full start up folder, packed full of useful information, weight and food logs etc and then every week for 12 weeks you get a Nutrition Newsletter for your folder which covers a wide range of nutrition information, meal plans, weight management guidance and top tips. This is all provided FREE of charge. I will be guiding you through these subjects each week and helping you not just to lose your weight but also understand fully how your body works so that you can keep the weight off long term. From my experience this information gives you power, power over your weight, shape and how you look and feel. So, what we offer is a programme that promotes healthy weight loss with some simple lifestyle changes. Have you heard about Herbalife before? (Answer) Very quickly, let me tell you how Herbalife got started and how the programme works. We only focus on you getting results not on selling products, which is why our products have a 30 day money back guarantee and why we sell them through personal wellness and weightloss coaches and not in shops. Herbalife has been around for 31 years now – started by a young man called Mark Hughes. Sadly Mark’s lost his mother due to an over-dose of prescription slimming pills from her doctor… and he decided to make it his life’s mission to help people lose weight safely and healthily – so people didn’t have to risk their life just by trying to lose weight. Now, Herbalife is one of the largest weight loss & nutrition companies in the world with over 40 million satisfied customers in over 75 countries. And our high quality, nutritional products are developed by an internationally renowned team of doctors, scientists and nutritionists, including Nobel Prize winner Professor Louis Ignarro. In fact, the benefits of our products are so well recognised that we are now the Official Nutrition Advisers to the team David Beckham plays for - LA Galaxy. We’re also Official Sponsors of FC Barcelona and personal sponsors to Lionel Messi – voted the best player in the world for the second year running this year. So you can be assured that these are products of the highest quality. Let me explain to you how our weight loss programme works. Research from thousands of weight loss studies has proved that the most successful way to lose weight and keep it off is by using a low calorie complete nutritional meal replacement for 2 of your 3 meals a day. People who don’t use nutritional meal replacements can lose weight, of course, but by cutting back what they eat, they don’t get enough vital nutrients or enough protein. Protein is so important in our diet, as we need protein to feed our muscles, as it’s our muscles that control our metabolism by burning off calories. If your metabolism is slow and you follow a diet without all the right nutrients and protein you would end up with Yo-Yo dieting… in other words, once you start eating normally again you would put the weight back on, and sometimes even more. Is that something you’ve ever experienced? (Answer; this is a further chance for them to speak and interact in the conversation). Well with this programme, because you get the right amount of protein, you actually boost the body’s natural fat-burning tendencies by increasing the lean muscle as well as reducing the body fat. This enables you to keep the weight off permanently once you reach your goal weight, as your metabolism has been made stronger than before… so you wouldn’t yo-yo. The way it works is you would have our delicious nutritional meal, which most people make up as a smoothie with fruit juice or milk, twice a day. Most people don’t have breakfast, or don’t start the day with a very healthy breakfast, so it’s a great way to start the day – jam-packed with all the nutrients you need. Then you would also have one at lunchtime. You’d have a

normal balanced dinner in the evening, and you can also have a mid-morning and mid-afternoon snack as well. The great thing is that you don’t feel hungry at all because of all the nutrients and the soy and whey protein in the products. I was amazed at how full I was when I started using the products! The programme is very simple to follow and you’ll find you shape up, tone up and lose weight really easily – normally about 6-8 lbs per month, although some people find they lose weight a little more quickly, especially if they are using our fat-burning tea. In terms of the actual products, you would be having 2 delicious flavours of our Formula 1 shake, which lasts around 5 weeks. Plus our special Multivitamin & Fibre & Herb tablets, which ensure you get 100% balanced nutrition and also help you to cleanse & detox. That means once your body is cleaned up you can absorb all the nutrition and the whole body system works better. These tablets will last you a month. You will also have a Thermo Tea – this is our delicious fat burning drink (which you can drink hot or cold) and which helps to increase the metabolic rate or the burning system. You drink this tea and you burn calories, it’s like doing a mini-workout while you are sitting on your desk. Sometimes we call it ‘The more you drink, the more you shrink’! This will also last you around 4 weeks, depending on the number of cups a day. We also have really yummy chocolate protein bars as snacks as well if you like to snack. The great thing is that you only pay for the products, you get all the follow up and support from me FREE of charge to ensure you get a great result. And remember that what you are spending covers 2 of your meals. So it is money you would have already spent on those 2 meals anyway. (And I think we worked out that you are already spending about £ ___ per day on your 3 meals a day and snacks didn’t we? ) So what I’ll run through wouldn’t be an extra expense on top of your monthly bill. But by switching to using these products instead of your usual food for breakfast, lunch and snacks you will find that you lose the weight you want to lose and will probably be saving money too. So, just to outline the costs, in order to achieve the result you’re looking for I’d recommend the following: One flavour of our Core Nutrition product Formula#1, the nutritional shake mix. You can choose from our 6 flavours: Vanilla, Chocolate, Strawberry, Tropical Fruit, Cookies and Cream and Cappuccino. Also, you’ll have the Multivitamin and Fibre & Herb tablets, which help you to cleanse and detox. This Basic programme works out at just £1.99 a day, which comes to £59.65 for the month. If you prefer to have some variety then choose two shakes this will take your total to £87.25. Or, if you go for our Standard weight loss programme, with the protein as well, this works out at about £4.33 a day (£2.16 per meal) and that is £129.75 for everything for the entire month. If you want a box of snacks, that will be extra 83p each. £11.55 for a box of 14 bars. Our fat-burning Thermojetics tea which comes in 4 different flavours we have original, lemon, raspberry and peach. Each pot costs £19.85 which equates to 50p per cup. I will put a sample of other products in your first order for you to try as well and some free gifts. (This is where we would include the sample of thermo tea, fibrebond and their free gifts of a shaker, spoon, tape measure etc) So___ how does that sound to you… would you like to get started? ☺(Answer)

Great! Which flavours would you like? (Answer) What are the 2 flavours of the Nutritional Shake mix that you would like to have? I often recommend having Vanilla as one of the flavours because you can mix that with anything. (The fat burning tea, we have original, peach, raspberry and lemon) (The choc bars we have boxes of 14 in lemon, vanilla almond or peanut flavour?) Let me check your address? (Get the full address) Do you have pen and paper as I would like to give you my full contact details as well? (Check they have your telephone details down right and give them your full address and email) (Optional: If they are local to you, you can offer to drop the products to them and collect cash or cheque. ‘Actually, I’m local and you are not far from me at all. I can drop the products to you which will be easier as we are so close. When will be the best time for me to drop the products off? I take cash/cheque if you want to pay me when I arrive. Or we can do it by card before I bring the products to you – whichever you prefer? (Answer) Fantastic, I will see you on ____and I’m looking forward to helping you lose weight.’ I will send it to you by courier delivery. If I send it to you today/tomorrow, you will get it on ______ day. I will give you a call first before you get started to run through everything with you. What is the best time for me to call you on that day? Brilliant! How would you like to handle the payment of £_____? Most people just do it on their credit or debit card? (Take the card payment...) I am really excited about working with you. I will call you on ____ to take you through how to use the products. You will absolutely love them! Ok, thank you again for your time today and speak to you soon!

General diet analysis notes There are a few key things that regularly crop up in a person’s eating plan, and often they don’t realise that these are contributing to their weight problems. You may like to briefly share some information with people after they have shared their current eating habits with you. This will help them understand why changes need to be made, and also how easy our programme makes it to achieve those changes. Not enough water You will often find people do not drink enough water. A typical person needs 2 litres, or 8 glasses of water per day. Water is extremely important in helping manage weight… For one, water suppresses the appetite. But it also helps the body metabolize (burn off) stored fat. Studies have shown that a decrease in water intake actually causes fat deposits to increase, while an increase in water intake can actually reduce fat deposits. Here’s why: The kidneys cannot function properly without enough water. When they do not work to capacity, some of the load is dumped onto the liver. One of the liver’s primary functions is to metabolize stored fat into usable energy for the body. But, if the liver has to do some of the kidney’s work, it cannot work at full throttle. As a result, it burns off less fat: so more fat remains stored in the body. So, if someone is not drinking 8 glasses of water a day, they are not burning off the body fat that they should be, hence they will gain weight. Not enough protein in diet (predominantly carbohydrate-based meals) You will find that in the majority of cases people are not getting enough protein in their diet. We tend to find most people follow a carbohydrate-based diet here in the Western world, eg toast, cereal or porridge for breakfast… a sandwich or bread roll, jacket potato, or pasta salad is typical for lunch… followed by something in the evening based around rice, pasta or potatoes. Protein is important in the diet for many functions eg, for building and repairing tissues, producing enzymes and hormones etc. In fact the average man needs 150g per day, and the average woman needs 100g per day. When you consider a chicken breast has about 25g of protein, you start to see how far short most people are falling from their target each day; in fact most people get less than half their recommended daily intake of protein each day. When it comes to weight-management one of the benefits of protein is that it helps manage hunger. When protein is absorbed, it sends a signal to the brain to decrease your hunger. Therefore you are less likely to snack, plus less likely to eat large sized portions for your meals. However, the main benefit of protein is that it raises your resting metabolic rate by maintaining and building lean muscle mass (lean muscles burn calories). Therefore, with the right levels of protein in your diet, you are able to naturally burn off more calories each day. So, of someone is not getting sufficient protein in their diet, it is likely their metabolism will be slower than it should be, so they will therefore not be burning off calories as well as they should do, hence they will gain weight. It is important people don’t simply try to correct their protein deficiency by eating more fish, meat and dairy, because as well as the extra protein – they would be getting a lot of extra calories and fats. This is where our products can help, as they enable people to boost their protein intake, without getting all the unwanted calories and fats. Skipping meals (or leaving long gaps of 5 hours or more between meals without eating anything) You will find many people skip breakfast altogether. It is so important not to skip any meals, or to leave too long a gap between eating, as this can slow down your metabolism. Many people are familiar with the advice to ‘eat little and often’ and this is so that your metabolism stays constant, continuing to burn off calories at a regular rate. If you skip a meal, your body has a tendency to ‘hang onto’ more of the next meal and convert it to body fat and store it, rather than burn it off as it should do normally. This is because after a certain number of hours of no food, your body begins to think it is entering a period of starvation (we are still genetically programmed for when we were ‘hunters and gatherers) so the body is set up to store food as

body fat as part of it’s survival mechanism. People often think that by skipping meals, they are eating less, so will lose weight because they are eating fewer calories. Actually, the opposite is true. By skipping meals, they are simply causing their body to store more and more fat, so will gain weight. Snacking on refined sugar / simple-carbohydrate foods (crisps, cereal bars, toast, biscuits, chocolate etc) Many people find that, they get hungry mid-morning, mid-afternoon and/or later in the evening. These are classic times for people to snack, and this tendency to snack is usually born out of the fact that their main meals do not contain sufficient protein (so don’t fill them up fully). Often the things people tend to snack on are high in simple-sugars (eg crisps, biscuits, chocolate). These types of food tend to give an instant energy boost, but this doesn’t last long, so they often find they are hungry again and reaching for another snack half an hour later. Sugar based snacks also tend to be packed with calories and fats, so this can cause significant problems for managing weight. This is where our products can help, as by helping people get the right amount of protein in their main meals, they are less likely to need to snack, but if they do, we have a range of hunger-stopping protein snacks, that are low in calories and fats so can help them stay on track with their diet.