Strong Start Workbook - Arbonne

Be pleasant, be professional, and be patient. It can
take some time for a Preferred Client to decide to
become a Consultant, but if you nurture the relationship,
when the time is right you’ll gain a Consultant
who is already knowledgeable about our products and
committed to Arbonne.
Follow Up
Good customer service begins as soon as you say
“hi” to any prospect. From then on, you represent the
company to them and it’s really all about consistency.
Keeping in touch with a Client and generating repeat
business is much easier than acquiring a new Client.
Here’s a method for keeping in touch:
• A couple of days after the products are delivered,
place a quick call to each of the guests at
the Group Presentation.
Stephanie, I’m just calling to make
sure you received your Arbonne
products and that everything is in
order. Any questions about what you
ordered Oh, and by the way — have
you given any further thought to hosting
your own Presentation
• Be sure you get an e-mail address for each
Client, and keep them posted on what’s new
and product promotions.
• Follow up by phone about a month after the
sale. Find out how your Client is enjoying his/her
products, and if he/she needs to order more. You
can also suggest complementary products and
offer to drop off a sample. And remind him/her
that he/she can get her products at a discount by
becoming a Preferred Client.
• Send holiday greetings via mail or e-mail to all
your Clients. And not just in December — a note
a few weeks before Mother’s Day or Father’s
Day can generate goodwill and maybe some
additional business.
Understanding Your Role in
Providing Customer Service
It happens to even the best businesses. A Client calls,
and he/she is not happy. Maybe it was a product that
was left out of an order. Or an order that hasn’t arrived
at all. Or a product that arrived broken, or that just didn’t
live up to the Client’s expectations. What do you do
The fact is every customer service challenge like this
is truly an opportunity. Clients appreciate a salesperson
who can solve their problems for them, and as an
Arbonne Independent Consultant, you’re in a position
to solve most of the problems your Clients will encounter.
The way you treat your Client and the service you
provide will leave a more lasting impression than the
initial problem will.
Following are recommendations for what you could do:
• Listen carefully. In order to address the problem,
you have to fully understand it. If your Client is
especially frustrated, she may “vent” her feelings
— don’t take this personally or react defensively.
Once you get past the venting, you can begin to
address the issue.
• Empathize and apologize.
That must be so frustrating for you. I’m so
sorry this happened.
• Take action to correct the situation as quickly
as possible.
If you make a promise, keep it right away.
There’s nothing worse you can do than to
promise to do something and then not
follow through.
If the problem is Home Office-related, (damaged
or missing product, shipment issues, etc.),
let Customer Services know about it right away.
Also alert your Sponsor/upline so he or she is
aware of the situation.
• Follow up to be sure your Client is fully satisfied.
Taking the time to double-check to be sure your
Client’s issue is resolved is one way to let her
know that you care about her as a person, and
that her satisfaction is really important to you. It
will leave a lasting impression.
Solving problems for Clients is personally rewarding,
and it has long-term benefits. A Client whose experience
begins with frustration and ends with caring,
personal service is going to walk away with a longlasting,
positive impression of you and of Arbonne.
TIP:
For more detailed information, we strongly
recommend you become familiar with the
SuccessPlan and Policies & Procedures found in
your Starter Kit Binder.
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