Welcome to the Embrace Red Moving Your Business Forward

1. Welcome to the Embrace RedMoving Your Business Forward

2. All About ‘Step into Red’ A program to strengthen your knowledge, skills and confidence in your business. Having a positive attitude will also take you further than a negative attitude.

3. Workshop Objectives To help YOU achieve your Red Jacket or move up the Career Path, by: • Increasing your confidence • Further developing your booking, selling and team building skills • Becoming a great communicator and having a positive attitude

4. Program Agenda • Communication and Attitude • Business Basics • Advanced booking techniques • Practicing the full circle class • Practicing superior customer service • Team building Tactics • The teambuilding process (setting the P.A.C.E) • Scheduling and conducting teambuilding appointments • Using a system to support & track your teambuilding goals • Overcoming Selling and Teambuilding Concerns • Dealing With Different Personalities & Future Focuse

5. Yesterday, Today, Tomorrow • Yesterday: • Identify where your confidence or skill level currently is • Today • List the most useful ideas you have learned from this session • Tomorrow • List what actions you will take as a result of what you have learned

6. Step Towards Success!‘Action’ Based Assignment At the end of today’s workshop you will: • Have your own list of actions • A Step Into Red ‘action based’ assignment to complete • A weekly communication schedule that you must maintain with your Sales Director Step Towards Success! Take Action!

7. Step Into Red Session 1 Communication and Attitude Making a positive first impression Your Best Communication Opportunities Questioning & Listening Skills

8. How Do Others See Me? • Your ability to communicate effectively depends in part on the ways others see you! • Do people see you as: • Smiling, Successful, Caring, Enthusiastic? • Do people see you as: • Complaining, unhappy, miserable?

9. Creating a positive 1st Impression “You never get a second chance to make a first impression”

10. Tips to make your first impression a good one • Your Posture • Your Grooming • Your Clothes • Your Eye Contact • Your Smile • A Secure Handshake • Your Statement of Benefit • Build Rapport

11. Your Best Communication Opportunities In Mary Kay you have several communication opportunities with your customers and team members: • Face to face communication • By mail • Letters, notes, postcards • By phone • By email & text messaging

12. Face to Face Communication How we communicate can often be the difference between success and failure Face to face communication is made up ofthree main components: • Asking questions • Listening • Non verbal communication

13. The Total Message • Words we say..................? % • How we say them……….? % • Our Body language……..? %

14. The Total Message • Words we say 7% • How we say them 38% • Our Body language 55%

15. Questioning Skills • Asking questions enables you to find out what your customer or prospective team member needs. • A ‘NEED’ is your customer’s • Reason to buy • Reason to book • Reason to become a consultant

16. Open Questions • Opens the subject • Cannot be answered by “yes” or “no” • Invites an expression of ideas • Usually starts with: What, How, Where, When, Who, Why • “Tell me Julie what is your current job, and what do you like about it? • What do you dislike about it?”

17. Open Question examples • What have you been using up until now? • How often are you using it? • What is it you like about your current foundation? • What don’t you like about it? • What would you change about it? • When do you use it? • Can l ask you why do you use that product line? • What is it about that product line that encourages you to use it?

18. Closed Questions • The answer closes the subject • Usually invites a “yes” or “no” or a choice of alternatives. They make it less likely that the listener will expand the answer • Are useful for confirming agreements, obtaining decisions • Usually start with such words as….. • Is…can...do...does…shall...will...would...which…could...etc…

19. Closed Questions • Use closed questions when you want to: • Close the sale – “Would you like to take that today?” • Gain agreement – “I think this will be great for you don’t you think?” • Obtain a decision – Shall we complete the paperwork and get you started?

20. Open & Closed Questions • Use open questions to build rapport and identify the need • Use closed questions to gain agreement, ask for a decision or close the sale

21. Listening Skills • Listening is a learned skill • Many of us are not good listeners. • Good listeners prove to their customers that they are interested and listening by concentrating on what the customer is saying and demonstrating active listening

22. 5 Steps To Effective Listening • Talk less and use eye contact to control visual distractions • Become an observer & listen for feelings (how something is said) • Listen for content with an open mind (don’t make judgments) • Listen all the way through (don’t interrupt) • Actively listen through verbal and non-verbal cues

23. Non-Verbal Cue’s • The nod – nodding the head slightly • The remark – “I see”, “uh-huh” • The echo – repeating the last few words the speaker said • The mirror – reflecting back to the speaker what has been said • The pause – looking at the speaker expectantly, without saying a word

24. Listening Activity Listen carefully to the following quote: • What is the factual message? • What is the feeling message communicated from the way it was said and the body language • What attitude is communicated from my tone of voice and body language?

25. Communication by mail • Includes letters, notes & postcards • Keep your tools with your wherever you go • Postcards • Stamps • Customer & team member addresses • Keep your notes short and to the point

26. Communication by mail • When sending notes to team members to praise them ensure you write: • What they did • How this benefited them, their customers, their team • Include an inspirational sentence – “I can’t wait to see what you do next”

27. Telephone Communication • Your Phone Etiquette should: • Respect her time • Keep it simple • Don’t interrupt • Affirm what you hear… “I agree!” • Your Conversation Content: • Don’t pick up the phone unless you know what you will say (Know your purpose) • Have information about her in front of you • Smile as you speak • State your purpose • Ask questions to build rapport and to find out her needs • Bring the conversation to a conclusion

28. Email and Text • Great to use to update your customers on new product launches and information. • Email & Text should only be used to support face to face or phone conversations • Your customers should always be contacted by you personally • Text should only be used as a pointer or confirmation of a face to face or phone conversation

29. Yesterday, Today, Tomorrow… Communications and Attitude • Turn to your Yesterday, Today, Tomorrow worksheet, under ‘Today’ write down the three most important things you have learned during this session and under tomorrow list three actions you will take as a result of what you have learned

30. Morning Tea Break

31. Session 2Business Basics

32. Advanced Booking Techniques Your Attitude = Results

33. Individual Beauty Appointments Men&Women The SkinCare Class Sheer Bliss Body Care Appointments On-going customerService, Re-Orders,Updating 15 Minute ‘On the Go’ AppointmentsSkin Care, Body Care, ColourLip care, Eye Care Themed Open Houses & Beauty Boutiques/Girls ‘get-togethers’ Simply Gorgeous Colour Class Special Gift SalesValentine’s Day, Birthdays,Xmas, Holidays, Father’s DayMother’s Day, Bridal Sun Protection Consultation The Look book Sales Flyers & samplers Individual makeoversusing seasonal Looks Manicure & Pedicure Where do we find our sales ? The Miracle Class & Individual Consultation Colour Insider Workshops Skin & Tonic Customised skin Care solutions

34. Bookings... Use Your Booking Tools • Hostess Rewards - Product Cheques • Business cards • Your Diary • Product samples • Seasonal colour looks in the Look Book, Applause Magazine and Online • Customer Profile Card • Complimentary Beauty Appointment Vouchers • Your enthusiasm • Wear the product • Your professional image • Wear your Mary Kay name badge

35. Hostess Rewards • Available in conjunction with the Beauty Of Mary Kay Brochure • Use ‘product cheques’ to reward your hostesses • As a reward for customers purchasing multiple sets/products • As a reward for sharing a follow up appointment with a couple of friends to make it into a class

36. Have a booking goal • How many? • The number of classes you book determines your potential income for the week or for the month • When? • As an independent Beauty Consultant you have the flexibility to schedule your business hours to fit your life • Booking Goal? • Set the booking goal for each timeslot! Look at your income needs and your schedule. The goal will equal a number that provides the potential for the income you need and fits into your schedule

37. Identifying your booking goal Activity • Complete the section on page 16 of the workbook • How many bookings do you need to meet your income goal? • When will you hold them each week? • What is your weekly booking goal?

38. Booking Technique Who will you call to start filling your Diary with bookings? • Make Contact List of people you already know - relatives, friends or acquaintances, work associates, current customers • Go through your profile cards and pick 5 – 10 existing customers • Tell them you are taking part in a Mary Kay advancement training program and offer a great reward for being a hostess • What do you know about them? think of the reason WHY being a hostess would be beneficial to them

39. Your Booking Deadline • Take out your diaries or weekly plan sheets • Draw a line down the page of every Thursday for the next 8 weeks using a highlighter pen. This is your booking deadline. • By the end of the day on EVERY Thursday, you should be fully booked for the next week with selling appointments that meet your booking goal

40. Booking Potential Hostesses The Booking Link • What does SHE need • What do YOU have to Offer 1 + 2 = BOOKING YOU have what SHE needs

41. The Booking Link Making the connection between “need” and “benefit” Need: To catch up with friends Benefit: “It will be fun, especially because you’ll be getting together with some of your friends!” Need: To be up on the “latest” products Benefit: “It’s a perfect opportunity to try something exciting and new to help you look even more beautiful! Need: To update her look and build self-confidence Benefit: “This is a perfect opportunity for you to try a beautiful new look for a beautiful new you!”

42. Booking over the phone Consider a preparing a booking script Script components should include: • Greeting • Explanation for your call • Reason you need her help • Request for help • Benefits – Offer great hostess rewards – “what’s in it for her” • Offer appointment options within the next 2 weeks • Set the appointment • Close the call

43. Phone Booking Script Example Script example: “Hi Julie , this is Suzy from Mary Kay do you have a minute? I’m so excited, I’ve decided to step up the career path with Mary Kay, and as part of my training I will be inviting 5 friends / customers / colleaguesto be VIP hostesses, and I thought of you. I would love to give you $25 in free product just for having 2-3 friends over, how does that sound?... Great lets see what I have available and pop it in the Diary”.

44. Booking From Appointments Have a booking goal at every appointment….. • The best possible place to book future appointments is during your group selling appointments, using the correct booking approach. This could be at a skin care class or a collection preview. YOUR GOAL IS TO BOOK TWO MORE SELLING APPOINTMENTS, one to replace the appointment you just had and one to grow on.

45. Booking From Appointments • Throughout your presentation you must constantly refer to the second appointment. • Make a point of incorporating the words “YOUR FOLLOW UP APPOINTMENT” (or check-up or second appointment) at least SEVEN TIMES DURING THE APPOINTMENT. • Develop an ATTITUDE OF ASSUMPTION: • Everyone who purchases skin care has also purchased a FOLLOW UP APPOINTMENT within the next 7 to 10 days

46. The Correct Booking Approach Booking from your bookings Three ways to book: • Automatically book customers who have purchased skin care for their follow up or check up appointment within the next 7 – 10 days • Choose two people you would love to work with again (at every appointment) • Use the tentative booking approach – putting a tentative date in the diary on the understanding it can be re-scheduled if necessary Important Note: With EVERY booking approach you use always “sell” the great hostess rewards available

47. Tentative booking Approach Help overcome booking concerns by using a tentative booking approach. If your customer can not find time or say’s she is too busy or has another concern, it’s a good idea to put a tentative date in place on the understanding that this can be re-scheduled. Remember to “sell” the great hostess rewards available

48. Tentative booking Approach Customer Concern: “I just don’t know when I could fit it in, I’m just so busy” Suggested Response: “I do understand, that’s one of the reasons why I asked you! I love working with busy people – you’re organisedbecause you have to be. I realise your time is precious, Is there any reason why we couldn’t put a tentative date in now, on the understanding that if you need to change it, we can simply re-schedule, how does that sound?”

49. Booking From Appointments During the Individual Consultation, expect a ‘Yes’ and have alternatives in place! • Plan A: Close the sales and use the correct booking approach to book a follow up appointment. Offer hostess rewards to share the appointment with 2 or 3 friends to turn it into a class or collection preview • Plan B:if ‘no’ ask her to be a model at your next unit meeting • Plan C:If ‘no’ drop by her home or workplace with some products or samples and the Look book for a 15 minute ‘on the go’

50. Rewarding Hostesses Some of the most important people to your business are your hostesses • Use hostess rewards to: • Help ensure you always have a diary full of bookings • Help you overcome selling concerns and close the sale • Re-book existing customers • Link sell complementary products