Coaching your Host helps build rapport (industry fact: - 80% of consultants were a host first!)

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1 HOST COACHING Your Host is the key to a successful party! The Host determines ¾ of your parties outcome. Please don t ever assume that the host knows what to do, they need instructions and support from you to ensure their party is a success after all, all the knowledge and enthusiasm you have for your products will not make the party a success if no one shows up. Coaching your host will ensure that they feel important to you. It shows that you are customer focused and professional. Coaching your host will ensure that they are Motivated and Enthusiastic about their party, they will feel confident when asking their friends/family/ neighbours along. Coaching your Host helps build rapport (industry fact: - 80% of consultants were a host first!) Coaching your host will greatly reduce the risk of cancellation or postponement. Host coaching is simple and does not have to be time consuming (for you or your host) We have put together a Host Coaching Checklist that you can print from the CS site. This checklist will help you keep on track with this most important procedure. For quick and easy access, place your checklist In your diary Or near the computer Or on the fridge Or file in a Host Coaching Checklist Folder on your computer (electronic version) 1

2 Explanation of the Host Checklist Step 1 Host name. Self-explanatory Step 2 Date and time We advise never to ask your host when they would like their party, experience shows that the most common answer to this will be oh, sometime next month or in a few weeks. You need to be able to control (to a certain extent) where you place your bookings! To help you control your bookings ensure you have diarised EVERYTHING, your family activities, your business activities, and your personal activities! Colour code your diary entries, different colours for work, family, personal etc. When you open up your diary you will be able to indentify at a glance where you can book into and your new host will see that you are busy! (Must mean you are a great consultant running a successful business!!) Example of script to use to encourage booking within a 2/3-week time frame Connie Consultant: Sally, which day of the week suits you best for your party? Sally: I work during the week, so a Saturday or Sunday would be best Connie Consultant: (only looking 2 weeks ahead at this stage) Sally, I have Saturday the 21 st at 2:00pm or the following Sunday at 11:00 available, which one suits you best. It s a good idea to direct the time as well. You know what works best considering the length of your presentation. Work out your preferred start times for morning/evening and weekends and inform the new host why these times work best. Of course you will have to be flexible. After all you don t want to lose a booking because the dates and times you first gave were really not suitable! If trying again for another date and time, remember don t offer too far ahead (3-4 weeks MAX). The further out you book, the harder you make it for yourself to keep the host excited and motivated, booking too far out increases the possibility of cancellation! Step 3 Host Party Envelope Given and Contents Explained 2

3 It s important to give a brief explanation of the contents in your host party pack (not a detailed story about each item, it should only take you a couple of minutes to do this because you will confirm details and answer questions when you call) Your aim at this stage is to excite the host about the Host rewards they can achieve and offer advice about inviting guests. E.g. of how to explain the envelope contents when handing it over Sally, your Host pack has a 2 catalogues, you may find people cannot attend on the day we ve chosen, however they will want to see what Norwex is all about and even place an outside order if they wish. There is a few extra customer order forms included if that is the case. There is 15 invites enclosed, I will also you an invitation that you can fill in and shoot off to all in your address book. Remember outside orders and bookings will go towards your party total which will get you more for free! If you need you need any more hard copy invites I m happy to post them to you. I ll check this with you when I call on the. It s a good idea to over invite as you will find that not everyone will be able to make it on the day, we have a guest list on the back (show them) for you to fill out so you can keep track of where you are up to (*You will advise them to call their invitees the day before their party when you are speaking to them on your 1-2 day prior to party phone call) I have included the monthly customer specials flyer, you can let your friends know that we have some amazing promotions this month and I ve also included the Host specials flyer. (Take out the flyer and explain the Star reward levels, ensure they understand our rewards, and how they are so easy to achieve, get them EXCITED and MOTIVATED!) Last but not least! Sally I have also popped in some business information, (show them) you may know someone that would be interested in starting their own Norwex business, or perhaps this could be a great opportunity for you! Thanks again for booking tonight; I ll give you a quick call next week to answer any questions you may have and to see how your invites are going. 3

4 Step 4 - Personal thank you note sent (rapport building) It s so nice to receive mail the old fashioned way! This note is just as it states, a thank you for booking note. You can make up a note (word doc) that you keep on file, change names, dates accordingly or use Thank you cards that you can source quite inexpensively and pen a quick note. (Nice personal touch if you have time!) Include in this note your tips for hosting a successful party sheet Eg. Hi Sally, Thanks for booking a Norwex party with me on the 21 st Jan at 2:00pm. I am looking forward to helping you achieve some amazing products for free. I have included my tips for hosting a successful party list, I want your party to be as successful and hassle free as possible for you! I will give you a quick call you on the 14 th to see how things are going however please feel free to call me on if you have any questions prior to this. Thanks again, Kind Regards Connie Consultant E.g. of a Tips for hosting a successful party note 4

5 Tips for Hosting a Successful Norwex Party Please leave a few surfaces for me to clean: - The range hood, the splash back and the oven door or racks are great to demo on, so is the shower screen the basin and the mirror in the bathroom. I will also sweep and mop a patch of flooring as well as clean a fly screen and sliding glass door or window. If you can possibly leave a little dust on your TV cabinet, bookcase, venetian blinds or ceiling fan blade that would be great Please don t fuss over food and drinks, a packet of bickies and a cuppa would be great, my aim is to save you money by hosting a Norwex party! You will also find that a low cost/low fuss spread helps encourage your guests to book their own parties. Remember to over invite because not everyone you ask will be able to attend, the general rule of thumb is if you want 10 in attendance you need to ask 20 and it s a good idea to encourage those you ask to bring a friend along. Call to remind your guests about your party a few days prior to it (we all lead such hectic lifestyles!) for those who say they cannot make it, ask if they would be interested in hosting their own party or placing an order. (Outside bookings and sales will contribute to your party total as well!) Before your party, go through the catalogue and circle your favourite products. Doing this will save heaps of time at the end of your party and will help me to work out the best deal possible for you! Thanks again for giving me the opportunity to share Norwex with you and your friends; I am looking forward to helping you receive some amazing product rewards for your efforts! Connie Consultant Connie@norwex.com.au

6 Step 5 and step 6 1 st and 2 nd call prior to party Diarise the dates of these calls, they are important! Keep your calls to approx. 2-3 minutes, unless the host has lots of questions for you. 1 st call: days prior Making this call a week prior to the party will definitely pay off! With 5-7 days notice, your host has time to organise a gathering if they haven t gotten around to it yet!...leaving your call to 1-2 days prior and you may find you have a postponement or cancellation to deal with. Start your conversation with something like:- Hi Sally, it s Connie Consultant from Norwex, just a quick call to see how your party plans are coming along and to check whether you need any extra invites. Their response will lead you to where you go next with this call:- You may need to:- Check that they have read your tips list, if not go over it with them Offer advice on inviting if they haven t invited guests as yet Remind them it s easy to host, don t fuss over food etc, Remind them of the great products they can get for free (keep them excited and motivated) Finish this call by letting them know you will call the day before to confirm details. 2 nd call- 1-2 days prior Again just a quick call, unless they have lots of questions E.g. Hi Sally, it s Connie Consultant from Norwex, just a quick call to check details for tomorrow Ask them how many they have coming along Remind them to give their guests a quick reminder call Mention that you will be arriving ½ hour before to start time to set up, and explain that the kitchen dining area will be the best place for this. Remind them to leave a few things for you to demo on And to keep the refreshments to a minimum. Conclude Thanks again Sally, I m really looking forward to your party, see you tomorrow at 1:30 6

7 Step 7 After Party thank you note Without HOST S we do not have a business. A note of thanks after her party is showing your appreciation for their time and efforts. Use this note to also congratulate them again on the products they received for free or heavily discounted, your host will promote you to others if they feel they have been looked after! If you haven t already left them with a summary of their products earnt and a summary of their guest s outstanding payments to collect, or your bank account details include this in the mailout. Step 8 Delivery date Diarise and keep your host updated if there is to going to be any change to this Step 9 after delivery customer care calls Conducting customer care calls is a service that will set you apart from others (shops don t usually offer this and neither do all consultants) Making these calls to your customers on a regular basis will pay off! Consultants who do, often report back with stories of extra sales, extra bookings and even recruits! A general rule of thumb for conducting these care calls 1-2 weeks after order received- just touching base to ensure they have received products and answer any questions, you want to get them using the products as soon as possible to eliminate any satisfaction issues prior to the 60 days. You have the possibility of acquiring a booking from this call: - if they are excitedly talking about their products suggest they have a party to share with their friends. 1 month after order received- to check in that they are still satisfied and all is going well, this also is an opportunity for you to talk about the new monthly specials (host and customers) if they are happy with their products and like the sound of the specials you just might get a booking or a sale. 3 months after order received- again its just to check that everything is going ok, also check that they are still receiving the monthly newsletter, remind them you are there if in the future they require more product or just to answer a question! *If the thought of contacting each and every customer leaves you feeling overwhelmed ensure that you at the very least always contact the Host. They will, on most occasions, have feedback from their guests that may help you decide if you are going to give that person a care call. 7

8 These calls are not about looking for problems or hard selling them on booking a party, it s a call to ensure that all is going well and to reassure your customer that you are there to help in the future (rapport building) In conclusion Host Coaching is vital to the success of your business. Take the small amount of time needed to follow these steps and you will be well on your way to building a solid and loyal customer base for your business! 8