Total Plan manualrevfeb - Herbalife

TRAINING MANUALTOTAL PLAN2007HERBALIFE PRODUCT MALAYSIA SDN. BHD.GROUND FLOOR, PLAZA SEE HOY CHAN,JALAN RAJA CHULAN, 50200 KUALA LUMPURContact: mysupport@herbalife.com Officialwebsite: www.herbalife.com.my-0-TRAINING MANUALHERBALIFE 1

TOTAL PLAN2007CONTENTSINTRODUCTION...........................................................................................................31. DEFINITION AND PRESENTATION..........................................................................42. OVERVIEW .............................................................................................................53. GENERAL METHODOLOGY....................................................................................64. HOW DO I START?.................................................................................................75. PREPARING FOR A SESSION….………………………………………………….8 to 95. INSTRUCTIONS FOR FREE FACE-CARE………………………………………10 to 126. CONDUCTING THE FREE FACE-CARE TRIAL ………………………………..13 to 17A. COMMENCINGB. CONDUCTING THE FREE FACE-CARE PRODUCTS TESTC. HOW CAN I KEEP THE CONVERSATION GOING TO SELL THE PRODUCTS?7. COMPLETING A PERSONAL WELLNESS EVALUATION ……………….17 to 228. MONITORING/COACHING ........................................................................... ….239. DUPLICATION……………………………………………………………………….………24APPENDICES A – TELEPHONE SCRIPTS …………………………………….25 to 27SCRIPT 01 : FREE FACIAL SESSION WITH A FRIEND OR ACQUAINTANCESCRIPT 02 : FREE FACIAL SESSION WITH A REFERRALSCRIPT 03 : FREE FACIAL SESSION WITH AN INNER NUTRITION CUSTOMERHERBALIFE 2

INTRODUCTIONBefore working with the Total Plan? it’s important to understand its concept and objective. Readall of it (ask your sponsor to help you if necessary) and once you’ve read it at least two times,make sure you understand the subject, coach yourself! (it must all be very clear to you) and ifit’s not, read it again, continue to coach yourself and ask your sponsor for help.This tool has very good results and all distributors that manage to increase their income andto build up a loyal client base with the Total Plan? Apply it to the letter and do not alter thechronology of the procedure in any way whatsoever. They apply it as it is written. If you changeor alter its content your results will certainly not be so good.So, why not coach yourself initially and scrupulously follow the techniques that are proven to workand that are continuously expanding our operation.HERBALIFE 3

1. DEFINITION AND PRESENTATIONThe Total Plan is a new way of working for Herbalife Distributors.It’s a new business model that makes a distributor’s work easier and results in a betterdefinedrole. By systematically following a proven commercial technique, the distributor candevote time, energy and money to his / her role as a wellbeing coach for customers andtherefore work in a relaxed way over the long-term with her customers whilst helping topromote a positive image of the activities of an independent distributor and the HerbalifeCompany.Being an ideal way for a distributor to increase their operation and simplify their commercialapproach, the Total Plan is divided into four sections:> PROSPECTING,> PRESENTATION,> COACHING> LOYALTYProspecting: Either performed within your family circle or outside it, prospecting is bettertargeted and is simpler, as its aim is to offer a free service. This enables the distributor to findprospective customers and develop a client base faster. This method of prospecting is asystem of referrals based on who gives the names of people within their family circle whothen become potential customers and through whom the whole operation will flourish.Presentation: presented in a professional way after undertaking initial training, using a predefinedscenario and efficient tools it enables a presentation of the company to be made,products to be shown, the free service to be offered and the operation to be presented to thepotential customer. It ends with a sale and/or taking reference details and has the addedadvantage. This is achieved through professional tools that give the distributor and thepotential customer confidence in each other and is also due to the fact that the meetingalways results in a positive outcome for the distributor.Coaching: The distributor’s competence is demonstrated to the customer. The distributoradvises her potential customer about nutrition and wellbeing and, with the help of newlydeveloped tools and the long-term concept of the customer, the distributor will be able toassist her customer in an appropriate and efficient way.Loyalty: with this method the distributor has common tools so that he / she can interest his /her customer, give all the attention necessary. He / She can send promotions, Newslettersand postcards.It’s the combination of these four sections that is the force behind the total action plan. It helpsthe distributor to achieve increased efficiency, professionalism, speed, loyalty andindependence. Results achieved by organisations that use it prove that it works.HERBALIFE 4

2. OVERVIEWThe total action plan is a complete work programme.It offers scripts, tools, scenarios and therefore enables good results to be achieved in quite ashort time.Thanks to these tools and hard work, the Herbalife distributor can develop a customer base,monitor it and develop loyalty easily and also develop a network of distributors and help themwith their operation.These are distributors with a minimum supervisor status that have created this action planand who on average achieve the following monthly results:• 2 presentations per day – 40 presentations per month• Contact details of 100-200 recommended people• 14 to 18 Outer Nutrition customers• 2 to 4 long-term weight control customers• 2 to 4 food supplement customers• 1 to 3 new Distributors(If you carry out your operation at your chosen times you can arrange 5 presentations per week.)The aim is to create a base of 110 to 150 loyal customers that will generate 30 to 40orders with a volume of 1,500 to 2,500 Points of VolumeHERBALIFE 5

3. GENERAL METHODOLOGYIn this manual you’ll find explanations in each of the following chapters that will help you tounderstand that the Total Plan is a complete plan, that it begins with careful preparation, continues ina professional way and finishes with essential steps for the future.SCENARIO 1- Free FacialSCENARIO 2 – Fitness and Wellbeing Assessment1. Presentation of the Herbalife Company 1. Presentation of the Herbalife Company2. Inner Nutrition Presentation 2. Inner Nutrition Presentation3. Outer Nutrition Presentation 3. Outer Nutrition Presentation4. FREE FACIAL 4. FITNESS AND WELLBEING ASSESSMENT5. References from O.N. Customers 5. References from I.N. Customers6. A SALE or NOT 6. A SALE or NOT7. Arranging a Fitness and Wellbeing7. Arranging a Free Facial Treatment SessionAssessment Session8. Presentation of the Business Opportunity 8. Presentation of the Business OpportunityMonitoring/ coachingDeveloping a network of distributors through duplicationThis table will initially help you to remember the stages of the prospecting and presentation phases (upto point 8). Then gradually you’ll be able to go on to the loyalty phases, even the duplication ones, ifyou’d like to develop your own network of independent distributors.HERBALIFE 6

4. HOW DO I START?How to I start?: a vital stage is selecting your first potential customers!Find 1, 2 or 3 people to offer free face-care or a fitness and wellbeing assessment to andarrange a session using the appropriate script for the case. (See appended script) Do thiswith your sponsor, either by phone or by meeting or practise beforehand and do it alone.It’s vital to choose your first 2 or 3 customers well as they will form your reference base.Ideally choose middle-aged people that are interested in their wellbeing and have sufficientmoney to spend on it.HERBALIFE 7

5. PREPARING FOR A SESSIONMake sure you look smart; don’t forget that you’re representing an international company,that specialises in Wellbeing. Be professional.Every little detail is important: your clothes, your shoes, your haircut, your make-up, yourdeodorant, your earrings, your breath.Make sure that your demonstration products are always clean: outside as well as inside(remember to clean inside the lids of pots and tubes after every demonstration)Don’t wear large rings or necklaces that might divert your customers’ attention.Don’t be late – arrive 5 minutes before the agreed time.Stage 1: preparing your Pitch-BookSome practical advice: print out your presentations on “thick” paper (150g or 200g) so thatyou can slip them into plastic pockets in a ring-binder. This will ensure a professionalapproach is put across and will enable you to keep this tool for longer.Stage 2: preparing the material for your sessionsMake sure that you prepare and take along with you all the tools necessary for yoursession to run smoothly:CASE N°1: FREE FACE-CARE TRIAL> Documents:Pitch-bookOuter Nutrition booklets for potential customers with reference cardsProduct cataloguesProduct order formsPrice listStep 1-2-3 PlacematsYour diaryProduct Information Guidebook> Tools:- 3 presentation sets- 1 nice bag or vanity bag for the 2 sets of products (demo and sales)- Cotton wool pads for removing make-up- Hair band or headband- Towel and flannel- Mirror- Spatulas (to avoid sticking fingers into pots of cream)Products: 2 sets of products for putting in the bag or vanity bag: 1 set of the products usedfor the trial + 1 set of new products for sale (check before every session that your setsare complete)HERBALIFE 8

SKU: 2510 NOURIFUSION CLEANSER N/DRYSKU: 2511 NOURIFUSION CLEANSER N/OILYSKU: 2512 NOURIFUSION TONER NORMAL / DRYSKU: 2513 NOURIFUSION TONER NORMAL / OILYSKU: 2514 NOURIFUSION LOTION NORMAL / OILYSKU: 2515 NOURIFUSION LOTION SPF15 OILYSKU: 2516 NOURIFUSION NIGHT CREAMSKU: 2517 NOURIFUSION EYE CREAMSKU: 2518 NOURIFUSION EYE GELSKU: 2519 NOURIFUSION CLARIFYING MASKSKU: 2520 NOURIFUSION MOISTURE MASKSKU: 2521 NOURIFUSION FACIAL SCRUB1 daily liquid soap for you and your potential customer to wash your hand beforetesting the products)HERBALIFE 9

5. INSTRUCTIONS FOR FREE FACE-CARE> 1. Make 2 presentations per day. Arrange all your meetings for the week on a Sunday andalways arrange a 3rd meeting in case there’s a last-minute cancellation. Say to the 3rdperson “I’ll try to fit you in but, if I can’t, I’ll make you a priority next week”.> 2. It’s very important to arrive with a nice bag and clean products. Clean inside the capused for the mask every time it’s used so that it looks clean and new.> 3. Before leaving home, phone to ask the skin type of everyone who will be there.Although we use products for the demonstration, you also need to take along a set of newproducts for sale.> 4. Your appearance is very important when you go to a customer’s house. Pay attentionto your appearance. You are representing a large company in the Wellbeing industry.> 5. To break the ice naturally, speak about the children and say nice things about thehouse… Be yourself! This friendly manner goes halfway towards making a sale!> 6. Make a quick presentation with your book. “Let me tell you a bit about the Company thatmakes these products”. The Herbalife company and its history, the HBL building, scientificand medical committee. Ask “Have you heard about HBL before?” It doesn’t matter whetherthe answer is yes or no (give a 2-minute presentation only).> 7. Set out the products. Memorise the order for setting them out and place them on thetable in this order in the “sets” specified for this.> 8. Ask her to switch off the TV and the put the children in another room. This way you’ll beable to relax and work better.> 9. Suggest that she washes her hands and wash your own hands after you’ve set theproducts out . Use liquid soap for this.> 10. Ensure that the customer’s hair doesn’t fall over her face. Use a cotton hair band(available from the beauty counter in shops) and a gown for protecting clothes (ifpossible).> 11. Now, tell your customer that you’re going to do one side of her face initially (so she beable to see the difference) and then, of course, the other side. She will apply the productsherself.> 12. Nothing should be put close to the eyes apart from gel. Tests can also be made on theback of the hand so that she will be able to see the difference more easily by comparingwith the other hand.> Apply the products in the following order:> a) Cleansing: it can also be removed with water, but today we’re going to remove it with acotton wool pad. Always explain what you’re doing to the customer and the benefits of eachproduct that you apply, “… it removes all traces of make-up and pollution from the skin”.HERBALIFE 10

) The mask: “gently deep cleanses”. Whilst the mask is drying for 10 minutes, complete(or get someone else to complete) the wellbeing-beauty file and ask the customer whatsort of products she uses – not the make but the type of products:- For example – eyecontour cream or hydrating cream. Ask the customer to fetch the products she uses if you’rein her house. See which ones are running out.> If the customer doesn’t cleanse her face, explain to her why it’s important to do so.> c) Ask the customer to cleanse only one half of her face (stress the importance of doing thisso that the results can be easily seen!)> Remove the mask with circular movements if possible. Don’t forget also to wash (usingcircular movements) the hand that the mask was on for 10 minutes.> 16. Once the mask has been removed, be enthusiastic about the results but be natural,(say “great”, but don’t use “incredible… excellent…” too much.). Ask your customer is shecan see the difference. Highlight the difference achieved in 10 minutes!Imagine the results after a week… or even a month of regular use!> d) Then carry on with the Toner : “the toner tightens the skin’s pores and keeps it like that;it’s better to apply Toner with your hand, because if you use a pad, the pad will absorb itrather than the skin. So a few drops are enough”.> e) Radiant C revitalising care: put a drop on the back of her hand and ask her to touch itwith her index finger and thumb. Then ask her to rub her index finger and thumb on eachhand together (one with Radiant C and the other without) and compare them. Explain thatthis vitamin C is for the skin - “anti-ageing/antioxidant that prevents and repairs damagecaused by the sun; produces a effect like a peach skin …”. Comment that it’s just like…..silk.> f) Use Skin Activator after the Radiant C rivitalising care: “it restores collagen naturally”58% fewer fine lines and wrinkles within 90 days”.> g) Use the eye contour gel next: “when your eyes are tired, put the gel in the fridge so thatit’s cold and refreshing; it’s for wrinkles, bags under the eyes and black circles around theeyes as well as wrinkles around the mouth. It contains cucumber and can be usedthroughout the day, even with make-up”.> h) Finally, the hydrating cream can be applied. “This hydrates the skin and leaves aprotective film that keep the skin clean and protects it from pollution”.> Day cream has a sun protection index of 15.> 17. Once your customer has noticed the difference between the treated side of her faceand the other side, let her do the other side of her face and she’ll learn how easy theproducts are to use. Remember to ask her if she’s pleased with the gift her friend hasgiven her: this free treatment. (get ready to make new contacts as this follows on)HERBALIFE 11

18. During the 10 minutes that the mask is on, ask for new contacts as follows:> “I’m now going to give you the chance of offering face-care treatment to someone in yourcircle of acquaintances too: friends, family… Do you know anyone who’d like to receive afree face-care gift from you? People who look after their skin and who care about thingslike you do; pass her some paper for her to write down some names. The aim is togenerate 5 to 10 contacts. It’s actually more important to obtain contact details than tomake a sale, as contacts will help you to increase your potential customers without havingto advertise for them”.> 19. With regard to the products that the customer fetched for you, ask her “how long doyou think these products are going to last?”.> 20. We don’t give the impression that we want to make a sale but that we’d like to helpher. If the customer says that the products will run out within 1 month, we suggestdelivering in a month. It’s not a problem to mix different brands of products.> 21. Ask the customer which products she likes (not what she prefers). No matter whichproducts she says she likes, you should take some new products out of your bag (notthose used in the demonstration) and pass them to her.> 22. Make recommendations about the products if necessary. For example, is she doesn’tcleanse her face, recommend cleanser + toner + mask as an option. If she doesn’t haveany hydrating cream, recommend one. If she already has some, then she has more need ofsome Skin Activator (as this is the product that has the most points of volume).> 23. Now you wait for the customer to make up her mind. Tell her the price of each product(see pricelist); don’t give a total! State that the products last about 3 months and ask herwhich ones she’d like to buy.> 24. Once you’ve filled in the order form, ask the customer to call her friends and tell themthat you’re going to contact them. You can also phone 3 of them if you’ve been given contactdetails.> 25. You can start to talk business: “what do you do for a living? Do you like it? If the answeris no ask: have you got any plans for the future?: Would you be interested in finding outmore about a fantastic opportunity? And invite her to the next event.> CONGRATULATIONS! You’ve done it! Now, wasn’t that simple and fun?!HERBALIFE 12

6. CONDUCTING THE FREE FACE-CARE TRIAL(Duration between 1 hour and 1 hour 15 minutes max.)A. SETTING UPSTAGE 1: CREATE AN ATMOSPHERE• Thank the person for agreeing to the meeting• Decide where you’re going to do the trial. Preferable a table and chairs• Ask for the TV to be turned down or switched off• If you’re meeting the person in her workplace and it the surroundings are not suitable, justshow her some photos and products and arrange to meet her at her home, in anenvironment that’s more suitable.STAGE 2: INTRODUCTION AND PRESENTATION OF THE HERBALIFE COMPANY“I’m going to talk to you briefly about the company and our area of expertise: WELLBEING”Using the pitch book you present:- the Herbalife company: it’s head office, 63 countries and 27 yearsin the marketplace,- the environment- scientific advice- the 2 product ranges: Inner Nutrition and Outer Nutrition- the distribution systemB. CONDUCTING THE FREE FACE-CARE PRODUCTS TRIAL“Jenny (your potential customer’s first name), before starting our face-care trial I’d like to talksome more to you about our product line for Outer Nutrition care.Our range of Outer Nutrition products has been developed by Herbalife alongside weight controland fitness programmes for the body to benefit from what we call “Total Nutrition”.This Outer Nutrition product line is constantly being developed to integrate new ingredients anddiscoveries in the cosmetics field.”“Right, I’ll begin by telling you that:We have 1 complete range of products for the face that’s called NouriFusion TM that containsvitamins A, C and E to cleanse and tone the skin every day, to hydrate, protect and nourish itand products for more specific needs.1. Jenny, did your friend explain to you how this care works?No? Well, in fact you’re the one who’s going to do the treatment and we’re going to work onone side of your face first and then the other.HERBALIFE 13

This treatment is carried out in 3 stages: firstly we’re going to deep-cleanse the skin, thenrevitalise it and finally hydrate it.2. As you’re the one who’s going to do the treatment I suggest you go and wash your hands.3. Ask her if she’s right or left handed so that you can put the products in her other hand(the one that she doesn’t use).”STAGE 1: CLEANSINGUse the NouriFusion TM Cleanser – for normal to dry skin.“Helen, take the cleanser, put some on one side of your face and remove the excess with thismake-up remover pad. You can also remove this cleanser with water, but for practicalreasons we’re going to use a make-up remover pad.This cleanser is both rich and gentle, based on a unique mixture of gentle almond and jojoba thathelps to remove traces of make-up, impurities and excess sebum. It leaves skins felling smooth,soft and supple.NouriFusion TM Purifying Mask: This clay mask gently but deeply cleanses the skin, helpingto absorb impurities that make skin look dull; it has a base of orange oil, eucalyptus oil andwitch hazel.Apply it to one side of your face, avoiding the area around the eyes and the lips and to theback of your hand.”The mask has to be left on for 10 minutes. During the remaining time you’re going to find outwhat sensations the mask causes.Ask her if she notices a tingling sensation and reassure her by saying “that’s the deepcleansing.”“Now you can go and remove the mask in the bathroom. Rehydrate your skin with tepid waterand massage it with little circular movements. And could you please bring me the productsyou usually use.”When she comes back with the products, thank her, put the products that she’s given youaside and ask her: “how does it feel? Is it nice? Is there any difference between each side ofyour face? And how about your hands?””NouriFusion TM Toner: Light and refreshing with a base of witch hazel for deep cleansing, itleaves skin clean, fresh and hydrated.You can use a make-up remover pad or apply it directly with your handsHERBALIFE 14

We’re going to apply it with our hands. Put a few drops into the palm of your hand and youcan use your fingers to apply it to the first side of your face and neck by patting it on gently.”STAGE 2: REVITALISE“NouriFusion TM Eye Contour Gel: This has been specially formulated for the delicate areaaround the eyes and lips; it contains ginseng and cucumber extracts that have calmingqualities to revive tired eyes and you’ll notice a difference straight away.I’m going to put a little drop of gel on the back of your hand and you’re going to put it onyour fingertip and then gently pat it around your eye and lips. Can you feel how refreshing itis?”ThenSkin Activator TM cream: Use the spatula. Take a drop of cream and apply it to one side ofyour face.Then stress the benefits of the cream: “This Daily Restructuring Cream uses advancedtechnology to help reduce the appearance of fine lines and wrinkles. This few face creamwith glucosamine and green tea helps nourish your skin and makes it soft and firm again.What do you think of this cream?”STAGE 3: HYDRATE“Now NouriFusion TM Hydrating Day Cream: A smooth and rich day cream. Gently hydratesand helps protect skin. With a base of avocado oil and sunflower oil it helps hydration. Has avery high sun protection index: SPF 15Once it’s applied, point out the effects and the quality of the cream to the person. Ask her tocompare it with the other side of her face by applying the back of her hands to each side ofher face at the same time. (From the bottom of the face upwards, with the left hand on theleft side of the face and the right hand on the right side of the face, both at the same time)At the same time say to her: “That’s the first side done.”Ask her to compare each side, particularly the areas around her eyes.Ask her: “So, are you glad you agreed to have this treatment your friend offered you?”(This first part has taken about 30 minutes)NOW GO TO PHASE 2: THE OTHER SIDE OF THE FACEHERBALIFE 15

“Helen, next we’re going to do the other side of your face and you’re going to do exactly thesame as what we did together. Of course, I’ll be here if you need me.”“Helen, what shall we try first?”STAGE 1: CLEANSING1. Cleanser2. Purifying MaskWe’re going to leave the mask on for 10 minutes again and during this time I’m going togive you the chance to offer free face-care trials to some of your relations.Pass her the pen and the contact names form.During this time fill in page 2 of the wellbeing/beauty booklet with the names of theproducts she’s using.DON’T TALK or interfere whilst Helen is writing her list of acquaintances.If she can’t think of anyone after a while, you can suggest:- a friend- a colleague- a mother at the school- someone in the villageOr use the contacts in her mobile phone… and wait again. Once thishas been done, thank her and take the form.If the 10 minutes are up ask her to go and remove the mask.If there are still a few moments left, have a look together to estimate how much longerthe products she fetched are going to last.3. Toner“STAGE 2: REVITALISE1. Eye Contour Gel2. Skin Activator TM (on the 2 nd side of the face)3. Radiant C: get her to put some on her hand and feel the creamy texture of thisgel. Stress the revitalising and antioxidant features of vitamin C.STAGE 3: HYDRATE1. Skin Activator TM (on the 2 nd side of the face)2. Night Cream: Try out on the hand to notice the importance of using a night cream onclean skin every night before going to bed.HERBALIFE 16

C. HOW CAN I KEEP THE CONVERSATION GOING TO SELL THE PRODUCTS?Point out the difference, the sensations and the feeling of wellbeing and ask her: “Helen,which products do you like?" The products you used should remain on the table.She chooses the products. You give her new products for her to look at them. Usually she’ll askthe price (if she doesn’t you can ask her if she’d like to know the price).Now she’ll decide what she’d like to buy or not and you complete the order form.“Before I leave, I’d like to offer you another gift: the fitness and wellbeing assessment we spokeabout a while ago.- What’s that?- it’s a personal assessment to look into your eating habits and see how you might beable to improve them and I’ll give you the results of the assessment and a booklet thatcontains information about a good diet and how to follow a healthy lifestyle.Take your diary out and suggest a slot the following week to wind up the meeting.7. COMPLETING A PERSONAL WELLNESS EVALUATIONThis section illustrates how to complete a detailed Presentation about Inner Nutrition (FreeWellness Evaluation). It gives details of the stages of the general procedure.4. PERSONAL WELLNESS EVALUATION5. How to obtain Details of potential IN customers6. CONCLUSION – Making a sale of the products.This is an example of the procedure; your personal experience will, no doubt, provide youwith other methods of working, but make sure you follow the main principles that have beenproven to work.PREPARING THE PRESENTATION:You don’t need to have any Inner Nutrition products on the table or as part of thepresentation. However, you may have some demonstration Tea Mix or Protein Bars availablein your car or case - but not visible by the potential customer - as well as any productsrequired for creating a Long Term Customer.These are products that you may take along but don’t use for the Wellness Evaluation. Youshould get them out once the evaluation is finished, the Personal Wellness Evaluation formcompleted and details of potential customers obtained and then only if the person appears tobe interested and would like to buy some products. This would, in fact, be a good time todemonstrate all the Inner Nutrition products. Ask for a table where you can set yourself upand ask for permission to put your work material on this table. Lay out your documentsand anything else you’ll need. If you have a Fat Machine and/or some scales or a tapemeasure,get them out. Get your calculator out, but no other documents about theproducts or Herbalife, nor any products. Also, take out the Wellness Evaluation Brochureand Booklet.HERBALIFE 17

HOW TO COMPLETE THE PERSONAL WELLNESS EVALUATION QUESTIONAIRE:THE PERSONAL WELLNESS EVALUATION IS DIVIDED INTO FOUR PHASES:I. Pointing out Keys to Optimum HealthII. Assessment (Fat Machine or Scales/calculator)III. Questionnaire/Assessment detailsIV. Completing the Personal Wellness Booklet and transition4. PERSONAL WELLNESS EVALUATIONINTRODUCTORY CONVERSATION:“Right, we’re now going to move on to your PERSONAL WELLNESS EVALUATION andthis is what we’re going to do:I’m going to ask you a series of questions about your dietary habits and your lifestyle, andI’m also going to take a few measurements; this will help us to work out your current levelof fitness and I’ll make a few recommendations with a view to improving your food habitsif possible and reducing your high-risk behaviour. If you’re satisfied with this, at the endI’m going to ask you if you’d like to offer the same free service to anyone else and I’ll giveyou our company’s Wellness Evaluation Booklet and a brochure that will be personalisedas it contains the results of this Evaluation and the adapted recommendations.”HERBALIFE 18

STARTING THE PERSONAL WELLNESS EVALUATIONI. Point out the Keys to Optimum WellnessUse the Wellness Evaluation BookletExample of introductory conversation:“Helen, as you no doubt know, food is essential to life, but did you knowthat it’s about to become one of our modern society’s major problems? At one timein our history, food was a major problem because of under-nourishment, butnowadays it’s over eating that’s the problem and also the “quality” of thisfood. Due to progress, we’ve eliminated all the risk factors apart from 1: Excess!In our modern societies excess can be found everywhere: Excess fat, salt, sugar,colouring, cooking, storage, freezing, transport, processing and also excessalcohol, tobacco, etc…On the other hand, changes in dietary habits have led to other deficiencies appearingsuch as deficiencies in vitamins, trace minerals and fibre in our daily food.Furthermore, a sedentary lifestyle has replaced an active life, lifts have replaced stairs,cars have replaced walking, TV and computer have replaced outdoor activitiesCONSEQUENTLY:A large percentage of visits to the doctor are directly or indirectly linked tofood.A large percentage of premature deaths are due to cardiovascular diseases, cerebralhaemorrages or cancer.However, we should know that an unbalanced diet is often an aggravating factor ofthese premature deaths. By eating better we’re already avoiding this important riskfactor!!!THIS IS WHY IT’S IMPORTANT TO ANALYSE HIGH-RISK FOOD HABITSAND BEHAVIOUR!”II. Assessment (Fat Machine or Scales / calculator)“Firstly, do you have any scales?”NB: this question should be asked if you don’t have your own scales. Take measurements,weight, height, BMI, etc.. Use your assessment form to record the results.III. Lifestyle QuestionnaireUse your assessment file and the sheet about possible solutions in the Personal WellnessBooklet (currently page 18) to record the results and tick the boxes.IV. Scoring“Helen, this is how your current fitness and wellbeing looks…”Read out the details given and begin to show the contents of the corresponding pages inthe Personal5. DETAILS OF POTENTIAL CUSTOMERSBefore handing over the Personal Wellness Evaluation Booklet to your customer, start orfinish filling her details in the booklet (Surname, first name, etc…)AND SAY:“Helen, now we’re going to look at what the Personal Wellness Questionaire recommendsin similar cases, and I’ll give you the booklet after that, but before this, as we agreed, I’mgoing toHERBALIFE 19

ask you to make a note of at least 5 people that I could contact on your behalf to offerthem a free Personal Wellness Evaluation Booklet on your behalf. The procedure will beexactly the same: I’ll do an Assessment on them, I’ll give them their Personal WellnessEvaluation Booklet and they’ll fill in the same form as you.”Don’t talk for a moment and let her give you all the names she’s thought of. If she can’tthink of anyone, suggest: - a neighbour, a work colleague, a sister-in-law, etc. Tell her youneed at least 5 names. Have you got a mobile phone? We’ve all got our friends’ names inour mobile phones! She can also have a look in her address book. Once she’s finishedfilling in the form say:“Right, I’ll give you a copy of the list of names you’ve given me so that you can tell yourfriends what a Personal Wellness Evaluation is about and that I shall be contacting themshortly. I’ll phone in a day or so and arrange a day.”(Now leave her to come up with some names)6. HOW TO WIND THE MEETING UP:a) Recommendation and Handing over the PersonalWellness Evaluation Booklet.“This is what can be done …Read out a few extracts from the recommendations in the Personal Wellness EvaluationBooklet, detach the original which you keep and give your customer the PersonalWellness Evaluation Booklet.b) Closing Question“Helen, you now know what the recommends (at least 7 portions of fruit and vegetablesper day, daily exercises… Give details…) and, of course, the question that people alwaysask is:“But these days how can I follow the recommendations?”And there’s nothing new in this, if things have become as bad as that it’s because very fewpeople can do this; thankfully there are two different types of solution:Preventative Solutions that involve taking food supplements that may compensate forcertain deficiencies and avoid or compensate certain excesses.(E.g. food supplements in an antioxidant base to combat free radicals and compensatefor deficiencies in a diet that’s low in fruit and vegetables or food supplements in a baseof Omega-3 to help the cardiovascular system to function correctly and compensate forthe lack of fish in our diet etc…).There are also food supplements for compensating for any excess that’s resulted inputting on one or two extra kilos…Finally, the programmes can be used in the medium or long term in an attempt to rectifythe problems caused by weight gain.c) ConclusionHERBALIFE 20

“Helen, would you like any additional information about Nutritional Supplements to helpyou to keep in shape or solutions to help control or maintain your weight?”A] If the reply is NO for keeping in shape as well as weight and if you haven’t alreadygiven her the free treatment, move onto the “ARRANGING A MEETING” stageIf the reply is NO and if you’ve already given her the free treatment, moveonto the “OFFERING THE OPPORTUNITY” stage.B] If the reply is YES to weight control and she, you and your potential customer stillhave an hour to spare, move on to explore our Weight Management programs. If notmake arrangements to do this.C] If the reply is YES to fitness and, depending on what you found out during theassessment, demonstrate the appropriate products.Ask her which product she’s most interested in and during this time begin toarrange the forms and say: “This Evaluation was offered to you by…” (If the potentialcustomer was recommended by another person”.EXAMPLE OF CONCLUDING SCRIPT: “Helen, which products did you like the most?“Which products did you like the least?” “OK, I recommend ... as well”Always promote products that she doesn’t already have or that are about to run out andshow her that she needs them. Suggest a “three month cure” with the correspondingproducts. If you get a positive response you can also demonstrate products and say“Great, these are the ones you’ve chosen”. And fill in the order form.Afterwards, if necessary describe the loyalty system to the customer.Tell her you’ll phone her the following week to find out what she thinks of the products.MOVE ON TO THE NEXT STAGEHERBALIFE 21

C. HOW CAN I KEEP THE CONVERSATION GOING TO SELL THE PRODUCTS?Point out the difference, the sensations and the feeling of wellbeing and ask her: “Jenny,which products do you like?" The products you used should remain on the table.She chooses the products. You give her new products for her to look at them. Usually she’llask the price (if she doesn’t you can ask her if she’d like to know the price).Now she’ll decide what she’d like to buy or not and you complete the order form.“Before I leave, I’d like to offer you another gift: the fitness and wellbeing assessment wespoke about a while ago.- What’s that?- it’s a personal assessment to look into your eating habits and see how you mightbe able to improve them and I’ll give you the results of the assessment and a booklet thatcontains information about a good diet and how to follow a healthy lifestyle.Take your diary out and suggest a slot the following week to wind up the meeting.HERBALIFE 22

8. MONITORING / COACHINGRecontact the people you’ve already visited. After a while, the list of people you’ve alreadyvisited will be rather long.Some of them will already have become clients, in which case you should monitor them inthe appropriate way by phoning them on a regular basis to make sure that they aresatisfied, to check that the products meet their requirements and to try to sign them up forthe loyalty plan.Others:> Those who didn’t buy any weight management or nutrition products though they hadevery reason to do so: weight problem, etc.> Those who didn’t buy any Outer Nutrition products but use similar products> Those who didn’t agree to become a Distributor, even though they need additionalincome.It is important for you to contact these people on a regular basis. Don’t forget that some ofthem need a little time to decide.Develop your own method of calling. For this you need to leave a good impression after yourfirst meeting.No matter what the outcome of the session was, tell them that you’ll contact them againfrom time to time to let them know about new products and that you’ll send them details ofthe new products.Don’t forget to leave a business card and a copy of our product brochure. Adapted tools formonitoring and recontacting are currently being developed.HERBALIFE 23

Stage 1. Create your own work model9. DUPLICATIONThe Total Plan in 4 stagesBy applying the principle of “2 presentations per day – 40 presentations per month” you canbe in charge of your own success and create your own client base that could earn youbetween RM5000.00 and RM6000.00 per month.Stage 2. Teach 5 first line Distributors to do the same.Aims and objectives:4 invited and/or new Distributors after every Success Training Seminar (STS)1 new Supervisor per monthThe new Distributors come along with you to 7 meetings, of which:• 3 are exclusively handled by you and the new Distributor listens• 2 are exclusively handled by the new Distributor and you wind up the session• 2 are handled exclusively by the new Distributor and you listen and make commentsafterwards (in a constructive and positive way)If necessary, take the new Distributor to more than 7 meetingsMeet all your Distributors once a week for a joint training session.Stage 3. Work with a new SupervisorClearly define the objectives to reach during the first 30 and 90 days of workingwith the Total Plan (introduction of stages 1 and 2).Explain the importance of proper financial management (keeping accounts up-to-date).Explain the necessity of stocking and increase quantities of products stored at home.You must respect the aforementioned points and keep in constant touch with the newSupervisor.Stage 4. Train the trainers for a reliable and lasting organisation.Your first line Distributors carry out stage 2 of the Total Plan: find 5 first lineSupervisors.After a while, you’ll have 25 active second line Supervisors who will each create 5 first lineSupervisors, resulting in 125 third line Supervisors.To achieve this the four stages of the Total Plan must be followed meticulously.E.G.:If 8 people are in your organisation apply stage 1 of the Total Plan, you will qualify for the GlobalExpansion Team.HERBALIFE 24

If 32 people are in your organisation apply stage 1 of the Total Plan, you will qualify for theMillionaire’s Team.If 80 people are in your organisation apply stage 1 of the Total Plan, you will qualify for thePresident’s Team.The key to your success is: 2 presentations per day and 40presentations per monthHERBALIFE 25

TELEPHONE SCRIPTSSCRIPT 01FREE FACIAL SESSION WITH A FRIEND OR ACQUAINTANCEHello ___How are you? It’s ___ ___ speaking! I’m phoning you because I’ve just started a newbusiness.The company that I represent is developing a line of high-quality personal care products and byusing them for less than 10 minutes I’ve had some surprising results.And actually, knowing how interested you are in skin care, I thought of you as the companycurrently has a promotion on for publicising its face-care products.They’re offering you a free face-care trial.I know you’re going to love it. Is that OK? YES or no! Please have a session.Talk to you soon!SCRIPT 02FREE FACIAL SESSION WITH A REFERRAL(It’s important to: Adapt your wording and always be ENTHUSIASTIC)Hello, my name is___________ and _________ gave me your phone numberDid she let you know I was going to call? Yes/noI tried out some plant-based face-care products on her. She really liked it and was given thechance of offering free face-care to some of her friends. She gave me your details and that’swhy I’m calling you.I’m phoning to find out when you’ll be available for this free treatment. It would be better for thisto be done in your own house and will take us about 1 hour. Will that be all right with you?Arrange a meeting.If she’s not really interested (rare), suggest she offers this treatment to someone else.HERBALIFE 26

SCRIPT 03FREE FACE-CARE SESSION WITH AN INNER NUTRITION CUSTOMER“Hello Ms.......... it’s Ms, your Herbalife distributor.You’re already aware of and like using our nutritional/weight control products. We realised thatwe were generally known for the quality and efficiency of our Nutrition/weight controlprogrammes although we also have a range of plant-based face- and body-care products thatproduce noticeably fast results.As they’re not very well known, we’re currently running a campaign to promote them. We’reoffering a free face-care trial and I’d like you to take advantage of it.It’ll take a good hour and I’m sure that you’ll be really pleased with the results. Doesa morning or an afternoon suit you best? Which day is best for you? That’s great, Ilook forward to seeing you again then.HERBALIFE 27