Follow Up to Create Clients For Life

Follow-upto Create Clients for LifeYour relationship with your Clients is the most valuable asset in your Arbonne business. Nurturing that relationship will enable youto meet, sustain and even exceed the needs of your Clients and Preferred Clients while helping you build a balanced business.The best way to keep Clients and Preferred Clients satisfied is to provide excellent customer service.To organize your follow-up, we have outlined a system that can be duplicated, and is as simple as 2+2+2.• Call 2 days after they receive their products.• Call 2 weeks later to see how they are enjoying the products and ask for referrals.• Call 2 months later for reorders and make sure they know how to order online using their Arbonne ID.Begin by gathering informationThe first time you meet a Client, start a Client profile with as much information as possible. It should include everything fromcontact information, skin care preferences or concerns, to even which Arbonne Essentials® Shake flavor or RE9 Advanced® daycrème they like best. This information can be kept on anything from an index card; a full binder sheet; or even a contact file onyour computer, tablet or smart phone.The First CallFollow up with your Clients two days after they receive their products. Allow time for shipping: If theypurchased products from you on the 1st of the month, allow seven days for shipping. Count nine days andfollow up on the 10th.Place that Client profile under the divider marked “10,” or set up an electronic reminder for the 10th of the month. On the 10th ofthe month, make your calls.On that call, tell the Client you will follow up in 2 weeks to hear about their results, but if they need anything prior to that time, youare always available to answer questions.Below is a sample script:Hi, Janet, this is Mary calling from Arbonne. If you recall, we met last week at Sue’s GroupPresentation. I was calling to make sure you received your products and to see if you had anyquestions regarding the products or how to use them. Feel free to give me a call if you have anyquestions or if there is anything you need help with. My phone number is (123) 555-1234. I will checkin again with you in about two weeks if I don’t hear from you first. Thanks, and have a great day.Now, move your Client profile card forward 14 days: If your Client profile was in the 10th slot, add 14 days, which is now into the24th of the month. Set your reminders to call on that date.| 1

The Second CallDuring the second call, make sure they are doing well using their products. Let them know about any productpromotions for the month or a product set to get them excited about trying new products. Offer a sample of aproduct they are not currently using. Refer to the Client profile for the best method of contact, as well as anyspecific notes such as skin type, whether they are interested in anti-aging products, or preferences.Ask Preferred Clients if they would prefer you follow up every other month, or if they prefer you call when they are running low onproducts. Most will ask you to call every other month.Let them know about the benefits of purchasing an RE9 Advanced® Set and working with an anti-aging skin care system. Clientsand Preferred Clients can experience a variety of products to fit into any budget. With a 20% savings, the UVP and $125 for $25offers available to Preferred Clients, you can offer them an even greater value for those products..Remember to always ask for referrals as well. Your business is more likely to stay vigorous and healthy if you continually introduceit to new people.Sample script:Hi, Janet, this is Mary calling from Arbonne. I wanted to check in with you to see how you like usingthe (product name). I am so glad to hear you’re enjoying the product. Arbonne has great products andI was wondering if you would be interested in a sample of (product name). When is a good time for meto drop off this sample? (Wait for a reply.) Great, I will see you then.Now move the information to the slot for follow-up two months after the current date.Remember that you are working to build a relationship with your Clients and Preferred Clients; they could be your future BusinessBuilders. Whatever method you choose to organize your contacts and follow-up, just be consistent.Sample ScriptorThe Third CallYour third call should set the stage for future re-orders. Follow up by telling them about FC5® or ArbonneEssentials® and tell them how Clients and Preferred Clients can select products that best fit their needs.Most people will enjoy a variety of product mixes at a great value to fit into any budget. Walk them throughhow to use their Arbonne ID and PIN. This will make ordering online easy for you and your Clients andPreferred Clients.Hi, Janet, this is Mary calling from Arbonne. I can’t wait to tell you about some of the other productsavailable to you as a Client or Preferred Client. As a Preferred Client, you are always eligible for a 20%discount, and you are eligible for $125 worth of products for $25 with a cumulative $250 SRP order.Everyone enjoys getting additional products at an incredible value, right?I know that you enjoy purchasing our Arbonne Essentials 30-Day Feeling Fit Kit through ArbonneSpecial Delivery each month, but I thought you might also want to learn about our new Nutrition Bars.Would you like to hear more about this product now or can I send you a sample to try it?Personalized Thank YouGratitude goes a long way in building lasting relationships with Clients and Preferred Clients, whether they buy a lipstick, anRE9 Advanced® Set or join your team. Your customers are not just finding value in products, but they also see value in you andyour relationship.When customers place an order, remember to call, visit or write them a sincere thank you letting them know how their purchasehas impacted your business and supported you and your family.| 2

Sample Thank You Note:Dear Janet,Thank you for giving me the opportunity to introduce youto Arbonne’s pure, safe and beneficial products. I amexcited about you experiencing the Arbonne Advantagein our products.I am committed to providing you with great customerservice and am here to help anyway I can. I also want tolet you know your purchase made a difference in my lifeand my family’s life.Please do not hesitate to call if you have any questions.Sincerely,MaryMary Smith123 Main StreetYour Town, Your State, Your Zip123.555.1212Follow this simple process with all of your Clients andPreferred Clients for consistent success establishing rapport,building long-term relationships, and generating repeatorders for your business.2012R01 01©2012 Arbonne International, LLC | All Rights Reserved.1.800.ARBONNE | arbonne.com| 3