Team of Stars

Training Guide

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Pillar 2

Pillar 2 – BECOMING A WELLNESS COACH

Overview As in Pillar 1, it is vital that you continuously grow and develop yourself and your knowledge as a Wellness Coach. This includes both the products and business methods. Please read through this entire booklet before you start working through each of the steps. Importance of attending Herbalife trainings and events…

These are your education to develop into an excellent Wellness Coach and be successful in your own right

They help progress you, your clients and your business Being around like minded people on same journey as you builds confidence Learn from the best in their fields… Herbalife members, Doctors, Scientists, Elite athletes

etc. If you are not committed to learning then you will find it difficult to build a business It is impossible to ‘learn’ Herbalife in a day, learn something new at EVERY meeting Helps us be the best version of ourselves that we can be, to enable us to help more people

be the best they can be…

‘Changing lives for life’ Trainings are as follows…

1:1 or Team Training with your Mentor – Arranged with your mentor

New Member Meeting - New members only. To book, email…sseventsukei@herbalife.com

In subject box put…’Welcome Meeting. Then in the email… Your name, HID#, Date you became a member, Date and location of the meeting you wish to attend

BBS (Business Building seminar) – Monthly Herbalife run meeting that you can take guests to and where they hold the regional Level 10 prize awards. Book at www.myherbalife.co.uk

RTD (Regional Training Day) – Monthly Herbalife run members meeting with both business and product training. Register and book at www.regionaltrainingday.com

Kick Off – Annual Herbalife run meeting to set up your year, usually held in January. Book at www.myherbalife.co.uk

Extravaganza – Annual International Herbalife run meeting, usually held in September, Qualification level will be announced each year. Book at www.myherbalife.co.uk

Here are some home learning knowledge zones which you should already be familiar with from Pillar 1…

www.myherbalife.co.uk www.discovergoodnutrition.com

Further websites for continued home learning…

www.herbalifeactive.co.uk - Level 10 website www.myweightlosschallenge.com - Weight loss challenge website www.herbalifefamilyfoundation.org - Herbalife children’s charity www.sports.herbalife.com - Herbalife sport, sponsorship and testimonials www.performancenutrition.herbalife.co.uk - Herbalife 24 sports products www.herbalifenutritioninstitute.com - Science behind the products

Register at…

www.myherbalife.co.uk for emails regarding training, product and shipping information, alerts and more

www.funsimplemagical.com for tracking clients, orders, printing order receipts, product information, pricelists, question forum, product website purchase. Sign up code E3279

Knowledge Zone This is your foundation ‘Wellness Coach’ Training from Herbalife that can be done in your own time at home. Please allocate a portion of your week to completing the sections. Go to www.uk.myherbalife.co.uk then go to KNOWLEDGE ZONE then LEARNING CENTRE and follow the instructions from there. Videos There are a lot of inspirational and knowledge videos on www.uk.myherbalife.co.uk They range from vision and mission (Mark Hughes, the founder of Herbalife) to product trainings and business method trainings. These will give you clarity and confidence as you build your knowledge on the future, vision, mission, ethics and products of Herbalife. Personal Development This is a key element of progressing yourself as a person, you as a Wellness Coach and your business. This will help you overcome many challenges that we all face, improve your confidence, keep focussed and become even more attractive to others. There are many books, CDs, DVDs, websites, inspirational quotes that will help you. Here are a few to get you started…

Jim Rohn Zig Ziglar Beach Money The Power of Positive Thinking by Dr Norman Vincent Peale Feel the fear and do it anyway by Susan Jeffers The Power of NO by Beth Wareham The Magic of Thinking Big Living your best year yet by Darren Hardy The Law of Attraction by Esther and Jerry Hicks Go Pro The 7 Habits of Highly Effective People The Weekend Seminar The Secret

Your mentor may have some books / Audio books and DVDs you could borrow plus you can purchase your own from Knowledge is King at larger Herbalife Events.

Youtube and Netflix are great sources. Books, audio and DVD can also be purchased online from www.knowledgeisking.co.uk

Which Training will you be attending first?...

Which home learning website will you look at next?

Your flow…

Own Conversations Qualified Wellness 3DT Client Ambassador Active Best Invitation Assessment Ambassador Client

Step 1 – Building Circle Of Influence

What is ‘Circle of Influence’ (COI)? Your COI are the people that you know or come into contact with through living your life. This can be anyone and everyone from family to your local shop owner. Knowing who your COI are will help you to know where to start asking for help when you start your wellness coach training. It will also help you to start identifying who you could potentially help change their lives with both the products and the business opportunity. Aim to make a list of at least 50 names and write alongside how you make contact (e.g. face to face, email, Facebook, phone/text etc.). It will be an ever evolving and growing list of people. What to do next... Arrange a meeting to work through your COI list with your mentor and categorise how you will contact each of these people. The aim is to make sure you have contacted every person on your COI list letting them know you are a Wellness Coach and Herbalife member, your result and why, and asking for their help to spread the word. This is what every single person working smart would do including someone launching any other business such as plumbers, decorating company etc. This will include Face to face conversations, posting your #projectme result on Facebook, sending out emails to everyone in your email contacts, sending an SMS text to everyone in your phone, and your partners phone. The key is to spread the word about your business and what you do to as many people as you can as quickly as you can. The COI email template can be found on the team of stars training website but please tailor it with the help of your mentor. Some of these people will also be your Guinea Pigs for the Wellness Profile. Select 10 local people in your COI list who are the most supportive of you – these people will help you with your Wellness Assessments. Hi I’ve just started training as a Wellness Coach. I need close friends and family to practice on. Would you help me by letting me practice a Wellness Profile/Assessment on you please so I get it right when I do it for real Ideally call them straight away, ask them face to face or private message or text them. Book them in with your mentor and they will do the first 5 and then help you do some too. Tell, Show, Try, Do is the most effective way to learn and as a bonus we find many of these 10 guinea pigs become your first clients. Why is your COI important? One of the newest UK Presidents Team grew his business purely through his Circle of Influence, going through and contacting his phone contact list systematically, and then teaching his team to do the same. Free business and people to help are all around us. Add new names to your COI list every day and make an effort to keep growing the people in your circle by having more conversations with people in your local community, joining new clubs and activities etc.

How to start? The best way is to get a note book or a piece of paper and divide it into categories…

Local family and friends National family and friends International family and friends Local business people (Dentist, Optician, Doctor, Shop workers / owners, Vet etc.) National business people International business people Local businesses you have connections with

COI ‘300 Rule’ Develop your COI following the ‘300 rule’… The average person knows 300 people through their own personal experiences. The idea is to re-visit your original COI list and expand on it keeping an open mind so as not to pre-judge if someone may or may not be interested in what you have to offer as a wellness coach. This expansion will start with your original list, drawing a circle around them and then seeing who they know that you know and overlapping the circles, for example… Parents COI Friends COI COI Family COI Expand until you have a full page of people who have come into your life, include…

Clubs Classes School Parties Shopping Appointments you attend etc., etc.

300 people knowing 300 people = 90,000 people Potentially 50,000 people (allowing for crossover) within your network that you can ask for referrals or introduce the products and business to.

Top Tips…

Always ask your COI…’Who do you know?’ Make sure that your COI know what you do and understand what your business offers Turn your COI into business generators for you Never pre-judge Expand list by memory jogging with photos, phone list, Facebook list, email etc. F.R.O.G.S.

• Friends + Family • Recreation + Relaxation • Occupation + Organisation • Geography + Groups • Same + Similar (all people you know with same name, live in same town or do

similar job / sport etc.) Packaging your story… Once you have a product result, however small, you need to learn to package your story in a way that it is impactful when sharing with other people. Your personal product result, if packaged properly, will be the main inspiration for people to get started. Of course, your story will evolve and develop over time, but make sure you have something to get started with so you feel confident talking to other people. You’ll hear it said time and again in this business that ‘Facts tell, stories sell’, which basically means the testimonials are just as important as all the science behind the products and understanding how they work so effectively. Yes, people want to have confidence in the nutrition content but they will also buy because they hear the result you had on the programme, your enthusiasm and conviction, and the results your clients have had using the products and wanting the same result for themselves. This is a storytelling and connecting with people business, not a sales business. The sales come, because of our confidence in the products and our ability to package the stories and testimonials well. As well as your own story, you want to be ‘collecting stories’ of other people in the team and in Herbalife, so you can share these as well. You can pick up loads of team testimonials by being involved in the team trainings. And when you go to the RTD and BBS, write down the testimonials you hear, as you can guarantee you will meet a client who is in a similar situation to someone you have heard about, and they will be motivated to give the products a go based on the results you share with them. Build your then and now story based around changes in your energy, your shape, your weight, and your attitude towards your body and a healthy active lifestyle and practice it with your mentor and your nearest and dearest. It needs to be to the point and capture people’s attention

Notes for packaging your story…

Step 2 – Growing your Herbalife business

COI One of the primary ways to grow your Herbalife business is to contact all of your COI. This can be done via email, text, private fb message or telephone call. Please see the templates in the Resources folder on the team website and then discuss any adaptations that may need to be made with your mentor. WEAR THE BRAND One of the easiest ways for people around you to see what you do and raise awareness of Herbalife is to use and wear the brand. Use water bottles, shakers, anything Herbalife branded in public. Why use another brand’s water bottle when you can use your company’s brand, and find it engages you in a positive conversation, the same with the shakers and there are lots of great options to choose from. Also simply using your products in public is getting the brand out there and prompting conversations. Branded clothing plus wearing a badge is simple and effective and can prompt a conversation. Speak with your mentor about the options for both the badges and purchasing branded clothing.

Practice with your mentor what to say when someone is looking at, or comments on, your branding and also how to create a conversation from someone looking at your badge. Always carry your ‘tools’ be that a business card, flyer and have your smart phone or a pen/paper to hand to take their details for following up their interest.

DAILY METHODS OF OPERATION (DMO) You will need to have a look at the DMOs on myherbalife and discuss with your mentor which are most effective for the time you have available to work on your business. Please circle your preferences…

Shake parties Healthy Active Lifestyle Events

Better Body Challenge

Nutrition Club Fit Club CobraFIT or 5Wk-2-5K

SKIN parties Healthy breakfast club

Walk & Talk

EFFECTIVE INVITATIONS One of the key skills is to master the art of invitations. Some people are naturally good at making conversation but others will find that it takes practice. It is also important that as well as mastering the art of creating conversations that they also lead to an invitation. Flow…

Qualify Invite Present

Qualify – “Hi, do you live locally?” and then their level of readiness for what you are talking to them about.

Invite – Practice your invitation, use your tools, and take their details.

Present – Follow the proven process of Wellness Assessment / 3DT

Attraction marketing Be the best version of yourself. People are attracted to you as you demonstrate what you can achieve so it is important to get a product result, be positive and consistent.

Do… Look the part, smart and sporty and wearing the brand with a smile. Use walk and talk to distribute flyers so that you can make eye contact and have a conversation. Decide on the focus you are taking... For example, if offering exercise classes offer these flyers first. If they show no interest, “no problem that’s fine, are you or anyone you know keen to get more energy or shape up? We’re helping people see fantastic results trying our 3 day Herbalife nutrition trial, is this something you would be interested in getting more information on?” Other days your focus can be booking people in for Wellness Assessments. Have a conversation along the lines of:

“Hello, do you live locally?” Answer – “Fantastic, I’m Bernie, what’s your name?” “Great Karen, I’m a local Wellness Coach, I work from a local Wellness Centre and we have a promotion running for a limited number of free wellness assessments where people can find out really useful information about how fast your metabolism is, foods to keep you fuller for longer and how to be in the best shape, is this something you’d be interested in?” Give out Voucher inviting them to come for a free wellness assessment and take their details too to tell them you’ll be in touch to confirm the details. The main thing with invitations is that practice makes perfect so why not do some role play at home and also with your mentor and the more you go out and do it the easier it becomes. Task – have enough conversations a day leading to at least 2 quality invitations where someone is keen to come to what you have invited them to. Record your activity on the trackers. SOCIAL MEDIA This can be highly beneficial, to you and your potential business, if used in the correct way. Think about what image you want to portray, about yourself and you as a wellness coach, the two go hand in hand! Here are some basics to get you started…

Facebook Your Facebook profile is sometimes the first thing people will see / learn about you. Think what images you have. A good mix of business and social are always good for your profile picture and background. Check your privacy settings as to who can see what on your profile, first impressions last! DO:

Be attractive, Keep statuses brief. Talk about Herbalife but not all the time, Post facts and your results with Herbalife, Avoid controversial issues. Proofread before posting. Use photographs with your post, for example, you drinking your shake, out on a run in

branded clothing, your client holding their trial pack / tape measure / programme when you are sharing their results (don’t forget to get their permission and tag them in it)…a picture paints a 1000 words.

Mention and tag people wherever possible in your photographs as then their COI also see. DON’T:

Post anything confidential or private. Over post. Talk negatively about other companies or Engage with those talking negatively. Do not bulk message people on Facebook and suggest how much money they can make. Be aware that your reputation travels quickly, especially a bad one! Instead offer any help to reach their goals or to improve lifestyle. Do not post recruitment adverts on Facebook as they are as effective as sending a haircut

through the post! Don’t use buy and sell sites to promote Herbalife but they are OK for any fitness sessions

you run. Don’t use language like “looking for 10 people to try my 3 day trial” or “only 3 left” etc...

Speak to your mentor about being added to the official Herbalife and team groups plus any that your mentor may be operating too.

***See myherbalife website for full guidelines and regulations*** Instagram This is a photograph platform, owned by Facebook, which uses #’s. It is used to attract people to you and where you can be seen as a coach if you don’t always want to use Facebook to promote yourself. It creates ‘fans’ and allows you to engage with them. It is only recommended to use this method if you are already on Instagram. How it works…

User comes to your profile or you can go to someone else’s profile Always use # to describe what the picture is about Can be used as a ‘call to action’ (attract people) Popular hashtags are classed as having over 75,000 images Post 1 to 3 hashtags with picture then more in comments (up to 30 max)

Set up… Name – Be consistent; match to Facebook, email etc. Bio – A little about yourself i.e. Picture of Fit Club / HALE / Nutrition Club etc. Email – use the one you use as a coach Link to; website / Facebook etc. Top 6 photo’s – Be varied and consistent, potentially…Fitness / Healthy food / pic’s of self /

team photo’s / events / body transformation / Herbalife products (explain what it does and why you use it) / marketing activities / pin changes / lifestyle / motivational quotes.

TIPS

Document your own ‘Level 10’ journey Be CONSISTENT! You are a Wellness Coach Track your Instagram… iconosquare.com

Final points

Be positive Engage Don’t sell Herbalife! Post at least once a day Promote yourself… ‘Be the brand you would gladly market and become the product you

would willingly buy’ and ‘Give value to receive value’ Top 10 tips for FB and Instagram…

1. Don’t engage the haters! 2. Profile picture should be of you 3. No time frames, No before and after 4. No prices 5. Don’t put any other company or product down 6. Don’t post Herbalife every 5 minutes! 7. Maintain your image and credibility 8. Don’t pitch ‘image’ or ‘income’ opportunity 9. Share others testimonials but also document your own journey too

***If not sure if to post something or not then DON’T!!!***

Notes…

Step 3 – Wellness Assessment

Why we do Wellness Assessments? The wellness assessment gives us an opportunity to build a rapport with a prospect, to find out more about them and what they are looking to achieve. It also gives us the opportunity to see if we are going to be able to work with them whilst we explain to them how we can potentially help them. When delivering a Wellness Assessment your mindset is very important, have one that is strong and not needy. There are 3 key areas people are interested to know about you during a Wellness Assessment:

1. Are you good at what you do? 2. Can I trust you? 3. Are you interested in me?

How do you do a Wellness Assessment? There is a standard Wellness Assessment format that you will use. Your mentor will help you to learn how to successfully complete an assessment in 3 stages…

1. Your mentor will do an assessment on you 2. You will invite at least 5 people for your mentor to do assessments on with you listening /

assisting 3. You will then invite a further 5+ for your mentor to oversee whilst you complete their

assessments These are approximate numbers, some people gain confidence and skill quickly and others may want to do a few more to make sure they have fully got it and increased in confidence. What next? Arrange the dates and times for your 10 practice wellness assessments.

My 10 people and the day/time we are seeing them is…

Trial packs These are an easy and cost effective way to introduce people to our nutrition and support system. You are more likely to get referrals and recommendations when using the trial pack system within your business as it is easier and more comfortable for people to recommend something to a friend for a few pounds rather than the cost of a full program. We have 3 options for them to try….

3 day BODY FAT REDUCTION or IMPROVED NUTRITION trial

7 day SKIN trial

7 days to new you trial – Allows the client to try the 7 day SKIN and a 3 day nutrition plan Please note…

The client will not experience any weight / body fat loss (or gain) during this period

You will need to explain this clearly to the potential client.

The 3 day trials are designed to let them experience our nutrition plans to see if it would suit them but also so that you can see if you are able to work with them. They should start to feel like they have more energy and less cravings within this period though.

The client will have visible results at the end of the 7 day SKIN trial so vital to take before and after pictures (front and side profile, no make-up on)

We do NOT sell a full program to someone who has not completed a trial. YOU are a valuable commodity to your business and your time is precious. If they do not complete the trial and commit to the plan then they do not warrant being taken on as a client. Our coaching is key to success so you need clients you can work with so they get their results. RESULTS are our job and goal!!!

3 Day Trial pack flow… Profile Day 1 Day 2 Day 3 Review Full Before After Programme

Step 4 – Goal setting, Tracking & Accountability

It is really important to set goals, track your activity and the results you are getting. There are a few reasons for this:

You will have set some income goals with your mentor. Income is based on activity and getting, looking after and keeping customers and from this also getting referrals and clients who become Ambassadors and Active Ambassadors.

Without knowing the numbers you are doing to hit your goals and tracking your success levels it is highly unlikely you will reach your goal. ‘If you fail to plan you plan to fail’ – Jim Rohn

Giving yourself a clear action plan to follow and knowing what you need to do to reach your goals gives you focus, and makes it clearer for you to know where to spend your time.

By keeping a record of what you are doing, both time wise and your results from that, you are held accountable to yourself plus it also gives your mentor clear information on the results from your activity and where and how they can help you e.g. is it that you could manage the time you are spending on your business more productively, or are there areas you could work together to improve e.g. conversations or conversions or reorders.

The business follows a very simple 10-5-1-R formula (10 trial packs to 5 customers to 1 team member plus all this leading to referrals). Once you are doing this successfully yourself it is very easy to teach, and Herbalife is all about duplication – of our own healthy active lifestyle, and then teaching others to help others

It is encouraged that every Active Member builds up to getting 20+ customers a month as soon as possible and aims for 2,500VP per month. A part time person can achieve this within 3-6 months and someone with more hours can achieve this within 3 months.

A Part time person with 10-12 hours a week to spend on the business should aim for 10 5 1 R once a month i.e. 10 Trial Packs a month. If you have more time and would like a profit of £500+ a month then repeat 10 5 1 R twice a month and for business builders your income is determined by how many times you can do this per month and teach others

From there The House gives a clear breakdown for you of where your 2,500+ is building from/coming from and any areas to focus on strengthening.

The tools we use for tracking are… Activity Sheet Make sure to use a Weekly Planner and focus your time on volume producing activities. Keep a record of what you have done on what day and then you will be able to see the results. Be consistent and make up in numbers what you may lack in skills, practice does make perfect and your confidence will grow. Your results will always be better with face to face activity involving a conversation leading to an invite. 10-5-1-R Tracking Sheet This is a key sheet. It shows you and your mentor how many new clients you are getting each month, the programme they are starting on, your profit and your referrals from that client. It will also show you your conversion rate from Wellness Assessment to Trial pack to Programme.

Add your orders to FSM, this will show you your total volume points per order as well as the £s. REGISTER - www.funsimplemagical.com Create an account… Sign up code (E3279), follow instructions. This is where you can learn more about the products, business methods etc. Ask questions on the forum, generate invoices, create client list and much more. You can also see the profit against your discount level from the price list on there. What is 10-5-1-R for business? It gives your business a structure and formula to work to, just as you do for your daily nutrition plan structure. This is a SMART way to build your business and gives you structure and focus depending on what you would like to achieve with your business… S = Specific M = Measurable A = Attainable R = Realistic T = Timely

It makes YOU accountable!

This can be applied to any method that you are using to build your business, for example… 10 = 3 day trials sold 5 = number that go on to a full program 1 = number that becomes a new team member R = referrals from the clients ASK “Who do you know???” NB. These are averages, your skill will improve and so will your ratios. You can use this to see if you are on track for your goals. For example; if you would like 10 new customers and 2 new team members each month then you would need to do 20-10-2-R instead EXAMPLE 10-5-1-R using 3 Day trials… 10 = Profiles & 3 day trials sold 5 = Full clients (upgrades) 1 = New member R = Referrals for profiles 10 x 3 day trials sold…

• Cost £91.10 – 117.70 (depending on discount level) • Recoup £100.00

Even if only upgrade 5 people onto basic plan of 2xF1, F2, F&H + Thermo…

• Profit £115-230 • Total VP 541.25 (if you are a new member at 25% discount level this will unlock the

door to Senior Consultant 35% discount level and wholesale commissions for when you have Ambassador members and Activated members)

This is a 3 stage process… 1. Do it and master it yourself!

• 20-40 trials with 10-20 upgrading to clients • £1,000 / month (1-3 month plan)

2. Teach it to 10 members

• 10 members x 20 clients + 20 of your own personal clients • £2,500 / month (6-18 month plan)

3. Teach 10 members to teach 10 members

• 110 members x 20 clients + 20 of your own personal clients • £25,000 / month (3-5 year plan)

GOALS for 10-5-1-R…

1. Regular flow of PROFILES and TRIAL PACKS 2. Upgrading to FULL CLIENTS 3. Progressing clients to AMBASSADORS / MEMBERS 4. Working smart by gaining REFERRALS (can offer an incentive for the person bringing the

referrals if the referrals become clients, for example, 10% off for 2 clients plus the opportunity to learn about becoming an ambassador)

Cluster Tracker Word of mouth and referral marketing is key in Herbalife; we are a multi-level customers business, not a single level customer business. Happy clients getting results = referrals. The fortune is in the follow up, helping people love the products, results and relationship building. It is important to track every client and who they lead you to and from this you will be able to identify people who are evolving into Ambassadors (see section 6) Client referral tracker is in the resource section of the team website. The House You will have a weekly catch up with your mentor to review your activity and a full monthly review session to go through all the trackers plus The House. From this your mentor can help you build a really strong, sustainable business. Each month you and they can see any areas where you can strengthen your Herbalife house be that personal Level 10, new customer activity and conversion, repeat orders and follow up, long term clients and wholesale customers/Ambassadors and ultimately building the garage, the duplication effect, a team of Coaches all en route to Supervisor and the magical royalty income. Please go through each of these sheets with your mentor and start filling them in, they will help you manage your time really effectively and see the results from your activity and the more you do this the more people are helped.

Time Management Work out how many hours you have available to work on your business – be realistic, do you have a job, do you have other commitments, are there certain evenings you are free and others you are

not etc. Work it out and see how much time you have left, then how much of that time you are prepared to work on your business. Plot your weekly plan – Not every day might be identical for your business, so use a Weekly Planner to plan your week. Write it down. As Business Philosopher Jim Rohn said ‘if you fail to plan you plan to fail’, It enables you to map out your week so you know what you are doing when, and this makes us all more likely to stick to it. Work smart. Be sure you are doing the right things at the right times of the day. E.g. speaking to people and doing profiles in sociable hours. Aim for 80% of your time will be spent on Volume Producing Activities (anything that is going to result in sales or in other words volume points being put through Herbalife), this includes lead generation activities (generating enquiries), following them up, booking in and completing wellness assessments. 20% of your time will be spent on other activities such as Personal Development, admin, catching up with your mentor etc. (Beware of sharpening your pencils! Things you think are productive but are not – tidying your desk, chatting to people on Facebook, filing etc. – really easy to lose a lot of time). When you get started your Volume Producing Activities will be pure lead generation (generating enquiries), then it will start to include follow-ups as well, further down the line it will include sponsoring and mentoring a team. But do monitor yourself. Stick to your plan for the full 90-days. Why? The Law of averages. It can take time to see results. Put the blinkers on. For example when each of us starts making conversations and inviting people it’s quite normal to get nothing in the first week, nothing in 2nd week, and only start to get people coming in the 3rd week. Imagine if you stopped the activity in the 2nd week thinking it wasn’t working...It’s about mastering self-discipline and being consistent. Consistency leads to momentum, momentum only comes after a period of time. Momentum is a magical thing – when you achieve it, everything seems effortless. Like pushing a car, huge amount of effort to get it going, but once it’s going its not hard at all. Often people quit their plan or change their plan just before they are about to see the momentum kick in. Be accountable – ‘Employ yourself’. Your Weekly Planner is like a contract with yourself. If you were being employed by a boss, and your job was to arrive at the office at 9am, check and reply to any important emails, leave the office at 9.30am, hand out 50 flyers and put up 10 posters, come back to the office at 12pm, spend an hour following up the enquiries that had come in, have lunch, head out again at 2pm to have 10 conversations, come back at 4pm, spend an hour on the phone and go home at 5pm, then that’s exactly what you would do. You would expect to get paid for 7 hours work, because you would have done 7 hours work. But somehow, when we work for ourselves, it’s easy not to stick completely to what we have mapped out. Be aware of this. Audit yourself each week and make up at end of each week if you have slipped a little. You have to be both the boss and the employee for your business. Your mentor is not your boss. They will help guide you, but at the end of the day, if you don’t do the activity it is only yourself you are letting down – your goals and dreams that are remaining out of reach. Remember Massive action = Massive results. You won’t get much if you just put up 5 posters and do a handful of flyers and wait for the phone to ring. But if you put in some consistent activity each day, you will have lots of enquires coming through. In summary - look at your week and have a weekly planner – mark out your Wellness Coach time, Fill that time productively – classes, wellness profiles, marketing, follow up – not Facebook. Weekly to do list and daily to do list. Use an app like ‘Swipes’ to keep you on track and productive. And at the end of each day ask yourself; would you pay yourself for what you did today? How many conversations have you had about what we do, how many invitations have you made?

Tasks…

Joined FSM

Printed Tracking sheets

Decided how many hours a week I can put into my business, realistically

Notes…

Step 5 – Support & Community

Why do we follow up with clients? To ensure that the client is using the products correctly and are getting the results they desire. Excellent client care is key to building a satisfied and happy client base, we do this to grow our business organically through…

Results Referrals Re-orders Upgrades

All clients should be treated like GOLD to guarantee them the best possible chance of success and progression. We should be working SMART not HARD. Excellent client care means all of the above will happen more naturally and you won’t be ‘replacing’ clients on a monthly basis, you will be increasing it instead. Please use Herbalife branded carrier bags for putting client’s orders in plus a product brochure with their first full order. These can both be ordered with your products on myherbalife site. Regular contact is vital to ensure…

…EVERYDAY! Do not rely on the client to remember everything you have advised, remember this is a new healthy lifestyle they are embarking on…YOU are the coach and it is your job to remind, encourage and be pro-active on their behalf until they build their knowledge and understanding as well as get results. Address common complaints quickly and with care. If they come up with an objection, answer with…

“I know what you’re saying but…”

Some common complaints are…

Complaint Solution

Hungry Check they are taking tablets with breakfast, lunch and dinner. Check making shake correctly. Check drinking water. Check healthy snacking between meals.

Headache / Migraine Check drinking water as could be detoxing.

Skin breakout Check drinking water as could be detoxing.

Want to eat Gently remind them they are eating and could have a piece of fruit with shake if they wish.

Got tummy ache Check what milk they are using and change it to soya / almond or PDM.

NB. These are just some of the basics. Your knowledge will develop through practice and experience so please don’t worry about knowing the answer to everything. You will learn as you go! If you are unsure then just answer with… “That’s a great question. I’ve not been asked or experienced that before so let me just find out and I’ll get back to you” Clients would rather you were honest and upfront with them and will be pleased you are taking the time to find out. Make sure they are keeping a FOOD, DRINK and EXERCISE DIARY so that you can help them learn how to make changes if they aren’t getting results or results slow down. Building a client base of 50+ clients Once you have this number of clients ‘on your books’ the retail side of the business will seem fairly effortless where you just need to top up by a few clients a month. Always bring on new clients even when you have a very active retail base; it keeps you current in the marketplace and with your team and it also keeps your excitement fresh, the feeling you get from your client losing weight, fat and cms that first week and getting more energy doesn’t get any weaker! By now you will have been doing Wellness Profiles, and if you consistently work back to back 90 day plans your client base will be building well. Remember to review and tweak as necessary and troubleshoot ongoing with your mentor. BUT, all of this effort goes to waste if we don’t apply and teach a key factor in our business. Follow-up

Follow-up process – the Why, When, How and What of follow-ups Tips to creating long term customers How to ask for referrals

Why follow-up? Follow-up = fortune. The reason we follow-up is to ensure our customers get a good product result. If that happens, they will re-order from you, PLUS they will refer other people to you, so you will end up with a large, loyal customer base. No-one particularly looks forward to their follow-up when they get started. Each of us remembers feeling nervous doing our follow up, anxious in case we got asked something we didn’t know or in case our clients results weren’t positive, and we remember feeling slightly awkward, often feeling it was a bit of a strain making polite conversations with people we hardly knew. But don’t shy away from follow up, the results it leads to your client getting versus quitting, and the relationships it helps build is so important. And it’s amazing how quickly the ‘uncomfortable’ becomes ‘comfortable’… you see how much the follow-ups are helping people to get a great result. But you do need to commit to mastering this skill, and also finding a way to work the appointments and calls into your routine because this is how you build long term customers. Some people create a slot in their diary each day for their follow-ups, e.g. between 6.30pm and 7pm each day is for Retail follow-ups; other people do their follow ups on key days, such as the days their clients are at Fit Camp or CobraFIT. Whatever you find works for you, that’s fine, but you do need to be disciplined about this, as you don’t want to continually have to replace your client base or have a client base where people aren’t getting the best results they could. If you were to get 10 new customers and none of them re-order from you in month 2, you would need to find 10 more new customers, just for your business to stay where it was. This is hugely time-intensive and will not enable your business to grow plus it damages Herbalife’s reputation in the marketplace so has a knock on effect on all Herbalife members. Of course, it is inevitable that you will lose some customers but if you want your business and your income to continue to grow, you need to learn the skill of retention. Any marketing person will tell you that it costs at least 10 times as much to find a new customer than it does to retain an existing customer. This refers to the money spent on advertising by companies, but there are parallels with the time you would put in to finding a new client compared to looking after an existing one. If you think about the 3 or 4 hours that you might spend ‘Walking and Talking’ to get a new customer on board, and you compared this to the number of ‘minutes’ spent on follow-up with an existing customer, then you can see the value of follow-up in terms of how much more time efficient it is look after someone like gold. Going back to the example about the person who got 10 customers in month 1, didn’t do any follow-up so lost them all, and had to find another 10 customers from scratch in month 2… that person’s income is going to stagnate at around £300 profit a month, if you base those 10 orders as averaging about £80 per sale. But compare that with a distributor who finds 10 customers in month 1, does great follow-up with them, so let’s say 8 of them re-order in month 2. Then let’s say this person invests the same amount of time in lead generation in month 2, so finds another 10 new customers. By the end of month 2 they would have 18 orders instead of just 10. Let’s now assume just 6 of the month 1 customers and maybe 8 of the ‘new’ month 2 customers re-order in month 3, due to receiving great follow-up, then in month 3 you would have 14 orders without doing any lead generation at all. If you did invest a similar amount of time in lead generation and got another 10 new customers, you would be close to 2500vp after just 3 months of retail, and would have grown your income from £300 a month to £1000 a month profit. So, the difference in income between those people who do good follow-up and those who don’t can be huge. And this is before you even begin to

factor in the referrals that always come off the back of great follow up as follow up build trust and also helps lead to great, visible results and your client spreading the word for you!! When to follow up, how to follow-up and what to follow up on? Laying the foundations for someone to become a long term customer all starts with the Profile and the expectations that have been formed about Herbalife the company, and the results they will get. Under sell and over deliver. Set realistic expectations about weightloss vs fat loss so you don’t have someone starting who will in their mind only be happy if they lose 10lbs in month 1. If you get the feel they may jump from 1 diet to another ask what their expectations are and reassurance that they will be happy with 5-7 lbs of FAT LOSS a month. Also position Herbalife as a nutrition company – it’s a safe, healthy way to lose weight and get in shape and then also get balanced nutrition for life. Share your testimonial about using it every day, for life. The first week is key and in particular the follow up during the trial pack. By really being there for your new client in those first few days you can make sure good patterns are formed and they are really enjoying their shakes and starting to feel the benefits. You also gain their trust and confidence to share any questions or issues with you and we find that 90% of ‘issues’ have a simple solution. When you start someone on the 3 or 6 day trial check with them when is best to call them and get their acknowledgment that it’s an important part of them getting the best results from the trial. Send them the Trial Pack guide in a professional looking email. Text and private messenger are also a good way to stay in regular touch with people. Follow up regularly through the trial period and then do the weekly follow-ups to check on weight and measurements and further build the relationship particularly in their first 4 weeks. You can take a look in Book 2 (The Success Starter Manual) in your IBP and look up the section on Customer Follow-up scripts. Also ask to talk it through with your mentor. The key thing to remember when you are following up with customers is: do not be a robot and simply fire questions at them. Yes, there are some key things that you do need to cover to ensure everything is on track, and perhaps it might be useful to have some bullet points in front of you when you first get started so you know what you need to cover, but it’s also just as important that you relax, be yourself, and that you make sure you have a normal, friendly conversation with them. Day 0

Day before they start, ensure they know how to make up shakes; 250ml liquid, avoid dairy milk unless used to it, put liquid in the shaker first so powder doesn’t stick at bottom

Remind them to take their tablets

Remind them to drink plenty of water

Day 1

Check how they made up shakes, right volume of liquid? If using juice did they dilute it?

Find out what liquid they are using (remind them that milk may not be the best option)

Did they enjoy their shake

Did they remember to take their thermo complete

Are they drinking plenty of water (ideally 2L)

Were they hungry between meals? (advise on snacks, let them know their appetite will settle after 1-3 days)

Do they have any questions

Day 2 Touch base with them and see they’re happy with everything, give them encouragement and a well done. Day 3

Day 3 is often the hardest, this is the time they are most likely to give up the programme if they don’t get the right support, do not skip the day 3 follow-up

How are they feeling – have they had any headaches, bloating, digestive problems?

Explain that headaches and tiredness are due to the detox symptoms which will subside after 24 hours, as long as they are drinking plenty of water

Explain that bloating and discomfort can be caused by lactose intolerance if they are using dairy milk– recommend they switch to soya, PDM or juice

How is their energy

Are they hungry – remind them this is normal in the first couple of days as their appetite adjusts, and to snack on fruit and protein based snacks – remind them that you have protein bars if these would help

Are they enjoying their shakes? Encourage them to begin to experiment with different liquids or try a smoothie to add variety

At the time of them starting their Trial you will arrange to see them at the end of it to review how it’s gone and get them started on the full programme that will meet their goals. From there do weekly follow ups at first, ideally face to face using the Tanita and measuring them.

Track their progress – remind them that it is not all about what the scales show, they are building muscle, which weighs more than body fat, so they may notice centimetre loss first. Highlight all the positives in the review and downplay any areas where there is no change unless it has been ongoing and the client is totally off track and vocal about being so. Any areas that aren’t changing speak discretely with your mentor who can guide you on tips to give your client and follow up with a message to your client with those tips and again giving them some positives on other areas.

Give them lots of encouragement no matter what the results are at every step of the way (e.g. if no change on week 1, that’s fine, it can take till week 2 to see a real difference – reassure them on this and also ask open questions on what they’ve been snacking on and having as their main meal, what they’re drinking, how much water they’ve had)

At each follow up always remind them to drink lots of water Things to avoid…

Straight into closed questions that prompt just yes/no answers and no rapport building and no probing at any hesitancy.

“Did you have your shake today” – ‘Yes’ (doesn’t ask how they made it up, did they enjoy it, what time did they have it and the next one and did they feel full)

“Did you have your tablets” – ‘Yes’ (doesn’t ask how many) “Well done, sounds like you’re doing great I’ll get in touch in a couple of days” (doesn’t ask

about water intake or what they snacked on or had as main meal and doesn’t firm up day or time with them or encourage them to get in contact with anything they want to ask before then)

To do it well… use open questions, giving praise and encouragement, and overcome challenges where they feel hungry or sick/bloated… using questions to prompt and providing tips as above. See each call and meeting as an opportunity to further develop the relationship with your client.

Reassure, “no problem” and arrange to follow up again next day if there is a challenge. It’s not all about the product at the end of the day… Yes it’s very important that they like the product, and get a great result with the product, but it’s also important that they like you and feel they get a good service from you. The product ‘could’ be bought elsewhere – there are often other Herbalife distributors advertising in the wider area… if people wanted to they could choose to find someone else to order from, so it is worth being mindful of this when you are doing your follow-ups – the difference is YOU! Note: One big thing to mention is that we are changing people’s thinking from being all about the weight on the scales to the bigger picture we all know to be more important – their body composition. This change in attitude will not happen overnight and even though you ran through it during their profile it will take weeks and even months for them to believe this as their shape changes and they like how they are looking and feeling. Remember they are also getting people around them at Slimming World etc. all focussed on weight and asking them how much they have lost so we want to educate them how to respond and not feel deflated that X has lost 3 lbs and they’ve only lost 1. So, we need constant reassurance and reminders that weight is not important as long as their body fat is going down, muscle % increasing or remaining the same, losing cms and clothes feeling looser. You may find it useful to have some pictures to hand of what room fat takes up and what room muscle takes up so even if they’ve just lost a pound they feel pleased; you can also show them testimonials where people’s weight hasn’t changed or even gone up but their shape is now amazing. Pick up on someone’s body language at their follow ups and say something like Happy? And if they say yeah but half-hearted say something like Heh, you’re doing great! These results are awesome, you’ve lost another 1% fat, it’s all fat you’ve lost, no muscle and you’re shrinking, and that’s what matters. You’re right on track. DON’T FORGET… Once they have become a full programme customer, enter them into the Level 10 Challenge and give them their own 10 steps to level 10 booklet to work through with you on a weekly basis On-going support

1. Always keep regular contact with your clients to support them, see them weekly, fortnightly or monthly, whichever you both agree.

2. Introduce the benefits of other nutritional products as appropriate 3. Introduce them to the SKIN range and other targeted nutrition products as appropriate 4. Encourage them to get involved in any fitness or group sessions that you may offer… build

a community! 5. Remind them of the referral and ambassador program as they progress

If clients are not getting results…

1. Check their mood, mind-set, commitment level 2. Check their food and drink intake (food diary) 3. Advise food diary if not already doing one or My Fitness Pal app 4. Check energy levels (sugar levels / intake) 5. Remind them of quantity, frequency, type of food etc. 6. Check water intake frequency and quantity 7. Go back to basics!

Tips to creating long term customers Here are 3 key things to be thinking about when working with your customers, all of which help to develop long term customers if you put a little effort into them. The 3 ‘R’s to retaining your clients… 1. Relationship The 1st ‘R’ is for ‘Relationship’. Make sure you continue to work on the relationship that you began to establish on your initial consultation with your customer. If it helps jot down a couple of questions before the call/meeting, after looking through their notes, but do make the effort to spend a minute or two chatting about general topics before launching into talking about the products. Over time you’ll find areas of common ground and shared interests. If people feel relaxed with you, and feel like they have things in common with you, they will look forward to your follow-up calls/meetings, rather than begin to avoid them because they feel awkward talking to you. It is far easier to build rapport by face to face or by phone, rather than by text/email. Whilst it may be tempting to do all your follow-ups by text or email, it’s far less easy to get to know someone this way, and certainly more difficult to detect if there are any issues that need to be explored. Our advice would be to stick mainly to meetings or phone calls and use text/messenger to back all of that up with encouragement and advice. 2. Reassurance The 2nd R stands for ‘Reassurance’. Part of your role as a coach is to help people with any issues they experience on the programme, and to offer them a way past them so that they stay motivated to keep going with the programme. But the key to dealing with any of the common challenges people face is reassurance; reassurance that whatever it is, it’s not a problem. Your reaction to a perceived problem is critical. If you sound concerned, they will be worried. However, if you have a ‘No problem’ attitude, they will feel reassured that it is not serious, that you have seen it all before and are clearly not phased by it, and they will feel that they are in a safe pair of hands. This will mean they will relax and be prepared to listen to you and trust you and follow your advice. Now obviously you will need to give them some advice. Just one key tip here when dealing with common issues, if you don’t know the answer to a particular question or problem (which may well happen sometimes when you are new), don’t bluff it. It is far better, to say to the person ‘That’s a great question, that’s not something I have been asked before and I don’t know the answer to that. Let me check and come back to you’. Just do be sure to get back to them if you have told them that’s what you will do. One thing we would recommend is that if you have a customer that is experiencing a challenge, and you’ve made a suggestion for them to change something, do contact them the next day and check that it solved the problem. Don’t think, ‘Well that was the Day 3 follow-up so I’ll wait until Day 7 and see if it worked’. Always, “No problem, don’t worry”

3. Reorders The 3rd ‘R’ to focus on when it comes to building long term customers is Reorders. It is relatively easy for someone to start people on Herbalife but the long term success is getting the re-orders. This comes from the results you have helped that person get, the value they perceive they are getting from you and the Herbalife Nutrition, and the relationship they have with you. Lead from the front with your own Level 10 and be the person they want to be. As their coach it also helps to give lots of praise and encouragement, and to recognise your customers’ successes, no matter how big or small. People thrive on recognition, so it’s important that you do recognise and acknowledge each small step. Whether it’s their first pound or first couple of centimetres lost, or that they’ve finally managed to get their water intake up to 2 litres, or they’ve managed to drop down to 1 cup of coffee a day from 10 cups. Of course, there are lots of other ways to recognise some of the more significant achievements that customers make. Losing their first half stone, dropping their first dress size, losing a complete stone… you can decide which key goals you want to recognise and you can also have some fun with this and be as creative as you want to in how to reward or acknowledge people for their achievements (certificate, small free gift…). Public recognition on social media is also a great way for people to feel good and if you tag the person it also means their Circle of Influence see you get results and it works even better if backed up with a smiling photo of your client. Also prompt the reorder just by asking them how their supplies are doing or if they’d like to try another flavour. If their reorders seem out of sync do double check with them how much they are using as they may not be sticking to it and being consistent, or it may be a genuine mistake in how to make it up. Use the House Room B to show your reorders and your mentor can help you if you find you are getting a high drop off of clients. Referrals We have a fantastic opportunity with Herbalife for existing customers to refer new customers to us. If you think about it our products couldn’t be more visual, both in terms of using them and the result someone will get so there is plenty of opportunity for people to mention you and your business to others. Act like referrals are the most common thing in the world, even if they are not at this stage in your business. We all start somewhere. Don’t be embarrassed to ask for referrals. Most of our decisions on products to choose, films to watch, restaurants to visit etc. come off recommendations from friends or we’ve seen them using a certain thing in their home. Consider it this way, if you went to a restaurant and you had a gorgeous meal, the service was amazing, nice surroundings etc., and if the owner came over for a chat and asked how the meal was and then asked if you’d mind referring him to your friends and colleagues I bet you’d make a real point of spreading the word. If you are confident about our products and you know your follow up and customer care has been spot on then this is no different… and your client will be just the same as you in that restaurant, keen to spread the word for you.

Trial packs offer THE best way to get referrals, they are only £10 so people feel comfortable recommending them. Also when someone is getting started on a trial ask them who they know who wants to lose some weight/skips breakfast/get more energy as starting with someone else always is great for motivation. When someone is getting started on a full programme after their trial you can also say something like ‘You’re going to get great results, if you’re anything like lots of my other clients you are bound to get people noticing your results and you using the products, if that happens would you mind spreading the word for me, we find so much come from word of mouth because people see that Herbalife works’. Give them some of your business cards and say if people comment just give them one of my cards and ask them to give me a call for a 3 day trial or a free no obligation wellness profile. If they get started you get 10% off your next order and once that jumps to 2 people you’re a VIP Ambassador and I can take you through how to get a long term discount on your products. Do make them aware that it’s important the person contacts you directly rather than going on the Herbalife website. Up-selling and Cross-selling Keep your ears open to what other products in the range would really suit your client – up-selling and cross selling represent a fantastic opportunity to help your customer become a great product lover and is SMART use of your time. If you can get a customer ordering 100VP+ of products each month rather than just 80vp that is more time efficient for you and also aids their product result. One simple thing to do is have a range of testimonials about each of the products, including your own: facts tell, stories sell. You can use your story using a particular product and why you love it or have some colleague and customer examples of how Julie has found a particular benefit adding X product into her program. Use the BBS/RTD to also collect testimonials on people relating to different products. Ask prompt during your follow up and also keep their initial Wellness Profile in mind and the fact finding you did there. E.g. do they eat out much with business dinners? Suggest they would love fibrebond, absorbs up to 40% of the fat from your foods. Give them a sample and a fact sheet on it. Also business tools on line there are fact sheets, we add a little note to someone saying ‘further to you mentioning such and such this is a product I would really recommend because….’ give them a sample for a few days too. In someone’s first order always give them a protein bar and a bag of the soyabeans as healthy snacking also gets them better results In every reorder give someone a sample you think would suit them – liftoff, nrg, and also moving into skincare. Again include a fact sheet and a little note, you can say something like “As promised Pauline here’s a sample of nrg and lift off and some information about them, it struck me when you were saying about how your business trips away drained you how beneficial they both would be to take with you”. Up-selling and cross-selling does not tend to happen automatically – you need to be pro-active about forming the habit of promoting your wider product range to your customers.

Customer Retention/customers who drop off There are a few things we’ve all learnt in building our customer base; here are some top tips:

1) With the best will in the world we all lose customers. It’s a fact of life in the same way someone will start weightwatchers or join a gym and stop after a few weeks. It’s important to never stop retail lead generation and topping up your customer base.

2) However, as long as the door is left open and the follow up was professional and friendly a

good percentage of those people will return to you further down the line. A good percentage of all our sales each month are from returning customers, some from years ago!

3) With that in mind if you can’t get hold of someone for quite a while leave them a message

or send them an e mail leaving that door open.

4) Don’t sweep under the carpet that someone’s results aren’t happening…Herbalife is all about clients getting results. Work with them on what they are eating around their products, how much protein they are getting, how much water they are drinking etc.

5) Build a community for your clients both offline and online, make them feel part of a Healthy Active Lifestyle Community. Tap into the community your upline and sideline have developed if all working locally together, or create one yourself. This can literally be an activity like a 5 weeks to 5k group, joining to do a fun run together, or go on a regular dog walk together, or a nutrition session once a week. Take lots of photos of you doing whatever activity, and tag people in your post. Online you can also have a support group for your clients, there’s so much information to draw from on FSM and information from your mentor.

6) Xmas cards, birthday cards to your clients, new and old.

7) Always print an invoice off FSM and personalise it by writing a positive note on each time

(e.g. Thanks Pauline, enjoy your products, more fantastic results on the way! and nice smiley face at the end of your note).

8) Specific promotions are great for getting customers back. Give them a call or message

them. Link it with a promotion at a particular time of year e.g. Hi Christine, I hope everything with you is going well I wanted to drop you a line as I’m running a Feel Fab in 2015 special this month and there’s a free gift with all orders over £50. I was really keen to see about getting you started again, I really remember the benefits you got”.

9) The Ambassador Programme is a great way to encourage referrals and also ensure all your clients lock into using the products long term as Wholesale clients. Use the Cluster tracking sheet to spot your natural Ambassadors and grow your clusters.

Customer follow up and support, Praise, Recognition and Reward, building trust and close relationships, developing long term customers, up and cross selling and winning back past customers all go a long way to helping you build and maintain a great retail base with customers who achieve amazing results. The feeling of helping someone get an amazing result is so rewarding. Plus, it truly does build business. There are thousands of great distributors who started as customers so also pick up on their home life/job satisfaction and remember to introduce the business opportunity to them regularly too or tell them about becoming an Ambassador. Happy Follow Up and a thriving client base.

Clustomers… Clustering is a way to increase your COI by expanding into your customers COI, also termed as ‘Clustermers’. Tracking clusters around your clients will also help you identify those clients eligible to be offered the Ambassador progression. How do we track them? With a simple circle drawing. For example…

Your clients People your client has People your clients

brought people brought Or by watching a training video and registering yourself for our Webinar clustering website at http://youtu.be/8jX2pDeTctQ Tips…

A cluster sheet of these sheets should be kept for each of your clients (Please print ‘Client referral tracker’ in the ‘Trackers’ file.

If the client then decides to become a Wellness Coach, it then also means that you can see clearly who to transfer to them to start their business. They would then sit in on follow ups with these people during a transition period.

Use a coloured dot system to highlight each of the stages of the ambassador program so you know what stage they are all at. For example…

* Client * Ambassador * Ambassador who has seen a presentation about the benefits of becoming an Ambassador member * Ambassador member * Activated member NB. These dots would be placed inside their circle on the cluster tracking page

YOU

Step 6 – Ambassador Programme

What is an ‘Ambassador’? The Ambassador title is a great way to recognize your clients and thank them for supporting your business by bringing along their own friends / family to become customers with them. Within Europe the fastest growing businesses and royalty growth are those members who are working smart, evolving clients into Ambassadors and then Active Members. Half of your Ambassadors should progress to be an Active Member with the proper guidance. Identifying an Ambassador To earn this recognition someone should bring at least 2 new people to you who become Herbalife product customers. Recognising them as an ambassador is as simple as tagging them in a Facebook post on your groups. If your local team do something else, such as give them a branded t-shirt (a great photo chance to stick on social media as well), perhaps some product they haven’t had before (protein bars for example) as a great way of saying thank you and encouraging them to keep bringing more friends along! The second great part about an ambassador is that they can become very natural team members. Once an ambassador has brought three or more customers, it’s a very easy conversation to have mentioning how they clearly have a passion for the products, would they be interested in finding out how to get some extra cash to cover their own products, or potentially a part time or full time income if they are interested. If you work out of a centre, it’s a great way to show how the team is organically growing by recognising them there, perhaps with a board/display dedicated to showcasing all of the teams ambassadors (a great way to start conversations as other/new clients ask about it/how to get on it themselves.) Ambassador program flow… The ambassador program has been developed to help transition clients through to active team members. This will help to strengthen the bond between you and your clients, rewards the client for supporting you and can potentially open up a whole new future that your client didn’t think they could have. Clients will need to ‘qualify’ to be offered the program. The steps are as follows… PROSPECT CUSTOMER AMBASSADOR AMBASSADOR ACTIVE MEMBER MEMBER

1. Prospect – Inform them of the ambassador program and the benefits of becoming an ambassador. Put them as ease, reassure them that they are going to get great results first then we will look at the ambassador option again in more detail.

2. Customer – Look after them like gold, work with them and get them great results, use this time to get to know them and build a bond.

3. Ambassador – They become a ‘Healthy Active Lifestyle Ambassador’ when they have 2

referrals that become clients. You reward them with a free gift (of your choice) and certificate. You then offer them the opportunity of finding out more and the benefits of becoming an ‘Ambassador Member’. Continue to look after them like gold.

4. Ambassador Member – Once they have made the decision to step up, they will purchase a HMP (Herbalife Member Pack), either from you or online from Herbalife (speak to your mentor if you are unsure how to do this). They will then be able to order their own products, at the starting discount rate, direct from Herbalife and have the opportunity to attend Herbalife Trainings if they wish to. They will also receive member prices if you are running fitness classes. You will support them to place their first order on myherbalife and continue to support them as a client.

5. Activated Member – This is when they make the decision to become a Wellness coach. They will need to begin the Quick Start Training process to enable them to look after their own clients and be placing orders for them. You will then become their mentor and still treat them like gold whilst taking them through the step by step process.

Who are your potential ambassadors?

Step 7 – Tools to grow your business

Tanita body scanner (BC-730 are a good starter set) Calculator Branded clothing / water bottle / badges File to keep client records in (preferably lockable) Notebook Pens Promotional flyers Herbalife product brochures Herbalife branded carrier bags