Win Back News - Customers 03/27/08

Winback Talking Points for Customers

Program:
-If a Customer has an “N” in their CP column as of March 31, 2008, has not placed an order in 2008, but did have some volume in 2007, they are eligible to receive a $50 coupon if they get on at least a 50BV CP and have orders process in the months of April, May and June. We will promote this as getting them back as Customers on a “90 Day Challenge.” The $50 coupon is only available to those who take advantage of our offer starting in the month of April!
-The “90 Day Challenge” is nothing more than trying our products for 90 days through enrollment on a Convenience Plan (CP).
-If you find that the Customer has placed an order since the first of the year (HIGHLY unlikely), they are not eligible for the $50 coupon, but you can explain to them the Advantage Customer Program. They most likely have never heard of it, and it alone is a great benefit to the Customer.
-If the Winback Customer’s Placement Sponsor is on at least a 100 BV CP in the month of April, he or she will be awarded $20 for each Customer that is won back.

Have on hand:

-Your 03/31/08 Excel Volume Report. We will start with those who enrolled sometime in 2007. By mid-month, the company is to provide us a list that meets all criteria listed above
-Advantage Customer Enrollment forms – you will need to complete for each CP you establish.
-Have a price list in front of you for sku numbers and pricing.
-Your Winback Tracking form.
-Check out an ACP brochure if you have one or see the copy Mark scanned and put online.

Your intention:
-You want to establish or re-establish a relationship with these folks. Some of them may not even be aware that the name was changed from Oasis to Univera! Most of them will not be aware of the Advantage Customer program.
-If the customer was brought in since August 1st, they may have a bad impression of the business or our products. Be prepared for some possible upset (understandable). Your job is to apologize on behalf of the company and to let them know we want them back. The company’s problems are resolved and the company wants to reward them for coming back.
-You will find that people are either open to a conversation, or not at all interested. Calls in this second category will be very short.
-To ensure that your newly enrolled Advantage Customer will get credit for all of his or her ACP points, you’ll need to get new paperwork completed on an Advantage Customer Enrollment form. They will need to sign the paperwork, so you will need to fax or mail them a copy of the paperwork along with a note about the 3 places to sign. Have them fax or mail back to you. You will have to call in their new order using Line #1 at Customer Care, since they will not know the password to their site. Do not wait for signed paperwork to come back to you before you call in their order.
-Find out if the Customer would like you to contact them periodically by phone to help them adjust their orders or if they would prefer to do that online. If they would like to do that online, tell them they will need to call 877-627-4787, hit 1 for English and 6 for Other to request their password.
-Because it may have been a VERY long time since they tried our products, be prepared to send them a new Xtra CD (sku#107025 – 10 for $12) and Xtra brochure(sku# 107015 – 50 for $14.95) If they are internet savvy, send them a link your mynetimpact.com site.

The Call:

1. Hi, this is Patty Middleton. I’m an Associate with the Univera/Oasis product line. You’ve been a Customer of our products in the past and we want you back as a Customer in the month of April. Do you have a couple of minutes to talk right now?

2. If the answer is NO, ask them if they would be willing to speak with you at a later time, and if so, when would that be? If the answer is YES, proceed:

3. First of all, have you ordered any Univera products since the first of January?

4. If the answer is YES, let them know that the company has a new Advantage Customer Program that will give them better initial pricing on their products as well as points that will accumulate and can be redeemed like frequent flier miles. The better pricing along with the points amount to a 20 to 25% discount, depending on the size of their monthly orders. These folks are not eligible for the $50 coupon, so after you go through #5, below, do not go on to explain anything about the coupon.

5. The way to get that big discount is to get set up on what we call a Convenience Plan. Whatever products you use on a monthly basis will be sent to you on either the 1st, 8th, 15th or 22nd of every month – you choose the monthly ship date. The plan is very flexible and you can revise it, or cancel it at any time. If I get you set up today, you’ll receive your first shipment within a few days.

6. If the answer to #3 above is NO, let them know that the company wants to give them a $50 coupon if they are willing to try our products again for at least 90 days through our “90 Day Challenge”. In addition to that coupon, they may not be familiar with our new Advantage Customer Program that was introduced in the Fall. Go back to #4 above to explain the ACP.

7. How familiar are you with our product line? Do you remember what product or products you ordered from us in the past?

8. Allow them to talk here about their product experience.

9. If I were to only recommend one product for you to try right now, it would be our Xtra. It’s a full spectrum cell renewal formula in liquid form. For less than the cost of a Starbucks a day, we can get you started on a true health initiative that will help nourish and strengthen your body at the cellular level. It was developed to address concerns of vital energy, mental clarity, stress relief and joint comfort and flexibility. How about you? Do you struggle with any of these issues?

10. Allow them to talk about their own needs and issues.

11. The company feels so strongly about the effectiveness of Xtra, that if you don’t look, feel and perform better in just 90 days, that they will refund the cost of your products. That’s really what our “90 Day Challenge” is. Would you like for me to get you started, so that you can take advantage of the $50 coupon? Depending on the amount of product we put on your Convenience Plan, this can amount to about another 20% off the cost of your products. The coupon, in addition to the benefits of the Advantage Customer Program will amount to a 40 to 45% discount for your first 90 days.

12. I would suggest that we order you the Single + One (sku#??) if you are the only one in your family planning to do the “90 Day Challenge” at this time. The cost of this order will be about $?? which includes shipping – a little over $3 per day. It will include one bottle of concentrate for you to take a morning dose at home each day and then you’ll have 20 mini ready-to-drink bottles to take with you for your busy day. You’ll have the best combination of value from the concentrate and convenience from the minis. If you and your spouse are both interested in a health initiative, I would suggest the Twin + Two (sku# 100340). The cost of this sku is about $187 including shipping.

13. I can call in your order for you. To qualify for the Advantage Customer Points, I’ll need to send in an enrollment form signed by you. I can get the information over the phone from you right now, call in your order today and then fax or mail you the paperwork to sign. If I call in your order today, you will be able to start renewing your cells within the next 3 to 4 days.

14. Be sure when you are completing their paperwork to confirm their email address. If their current email address is different from what shows on your Excel print-out, be sure to note that when you call in their order and also note it on the paperwork you will be sending in.

15. Ask the Customer if they would like you to call them back or email them with the final total of their products including tax?

16. Conclude by thanking them for their time and make yourself available for additional questions or concerns via either phone or email.