Listener s Guide CD 2 Booking and Coaching with Independent National Sales Director Kathy Goff-Brummett and Independent Future Executive Senior Sales Director Ann Shears Booking 1. Mary Kay always said that is the lifeline of your business. If you were out of you were out of business. 2. Your determines your altitude. 3. Nothing happens until someone something. 4. It is suggested that the first decision you make before starting to book selling appointments is to decide what? 5. The number of classes you hold may inevitably determine your for that week or that month. 6. The next decision you might want to make as it concerns booking is what? 7. Generally speaking, if your goal is to hold two classes per week, you might want to book classes. 8. Ann Shears believes that your number one booking tool is and one way to demonstrate that is by wearing Mary Kay products yourself. 9. It s suggested that there is a direct correlation between how a prospective facial customer will respond to you and the type of you present to them. 10. Another suggested booking tool is wearing your. 11. A professionally-done is another excellent booking tool. 1
12. An important concept you might want to remember when booking is that the word is not necessarily a negative word. 13. The first suggested way to get bookings in your datebook is called bookings, which is when your datebook is empty. When this happens, it is suggested that you make a list of names and then set aside a time for a booking. 14. Another part of successful booking calls may be using a great. It is suggested that you practice several times before the mirror before you actually make your booking calls. You might also want to be sure you re and it will help if you re professionally dressed and looking great. Sample Booking Blitz Script Hi, Cindy, this is Kathy Goff-Brummett calling. Do you have just a minute? I am so excited. We ve just come out with our fabulous new (holiday, limited-edition, etc.) products. I need to put those products on 30 faces this month and get your opinion of how Mary Kay compares to what you currently use. Is there any reason you couldn t give me your opinion? Great! Would this week or the next be better; weekend or week night? 15. If your goal is to hold two classes per week, the number one question in your mind at all times might be: Do I have classes booked for the next two weeks? 16. Another way to get bookings is called, which is nothing more than building a relationship with a woman and working the conversation around to Mary Kay. 17. When warm-chatter booking, it was recommended not to. 18. Mary Kay always talked about the rule where everyone within three feet of you will know that you re a Mary Kay Consultant. 19. The three steps in warm chatter booking are: #1 #2 #3 2
Sample Warm Chatter Script #1 You know, I would never forgive myself if I got to my car and realized that I had not asked you to be a model for me. I m putting together a portfolio of women who would agree to give me their honest opinion of how Mary Kay products compare to the products they are currently using. Is there any reason you wouldn t be willing to give me your opinion? Great! I know you re working. Just jot down your phone number and I ll call you at home tonight to set up a time. Sample Script for Converting a Facial to a Class Dana, it s perfectly fine if it s just you and me, but if you will invite three or four of your friends to join you at your appointment, that would mean free products for you. Dana, how does free sound to you? Great! I already know that you can think of 15 to 20 of your friends that you ll want to invite, but so that I can give them my best attention, we ll want to limit your guests to five or six. But I ll tell you, why don t you invite eight, because someone is sure to have to cancel? 20. If you re scheduling a selling appointment with someone who is a referral or someone you just met, it might possibly be better to schedule her for a first so she ll have the opportunity to experience the product and build a trusting relationship with you. Sample Warm Chatter Script #2 Hi, my name is Ann Shears. I m a professional Mary Kay Beauty Consultant. My Sales Director has challenged me to give my business card to the five sharpest women I ve seen today and, of course, today you are definitely the sharpest woman I ve seen. Has anyone ever offered you your complimentary facial? 21. Because of Mary Kay s code of ethics, it s recommended that you always ask a prospective customer if she already has a, and if she does, then move on. 22. A third way to get bookings is to ask for. 23. In addition to asking for referrals at your selling appointments, it s also a great idea to get referral names from satisfied and. 3
Sample Script for Asking for a Referral Who do you know who might enjoy the services of their own personal Beauty Consultant as much as you enjoy mine? 24. When you re competent in overcoming objections, it gives you. Sample Script for Overcoming a Common Booking Objection So what I m hearing you say is you really like the natural look. I think you will be quite impressed with our skin care line. I know you are very concerned with taking care of your skin, and I would really value your opinion about our product. So is there any reason why we couldn t get together for your complimentary facial? 25. Becoming good at responding to booking objections is learning the response and then it until it rolls off your lips. The more you do this, the better you are likely to become at responding. 26. Kathy Goff-Brummett believes the best way to get bookings is from your. 27. Mary Kay always believed that when you leave a class without a booking, you are leaving on the table because you re missing the sales, the future bookings, the referrals and the possible from the guests of that class who just walked out the door. 28. Kathy Goff-Brummett s goal as a Consultant was to always book every single person at a class: book the person who bought a basic skin care set for a ; book the person who didn t buy a basic set so she could get her basic set free or at a discount; and rebook the for a specialty class. 29. To help ensure future bookings, Kathy made sure her classes were fun, educational and. She learned to use words that gave the impression that she knew more than there was time to teach at the initial setting and sold them on the check-up facial or follow-up appointment. 4
30. To help ensure follow-up bookings, Kathy always mentions the check-up facial or follow-up appointment throughout the class. In the introduction of the class she tells guests that they were entitled to three makeovers: one they ll receive today; one in a couple of weeks to make sure the products are working right; and they are each entitled to an in-depth session as well. Sample Scripts to Promote the Follow-Up Facial Pay close attention to how well the cleanser is working for you. We have four other cleansers, and when I come to do your check-up facial, if you re not getting the results you want, I ll exchange it at that time. How many times has anyone from any cosmetic counter ever offered to come to your home within two weeks of your purchase and give you a check-up facial to be sure the products you purchased are working correctly and getting you the desired results? Well, with Mary Kay, that s exactly what we offer. Tonight you re just working with learning colors to see what our color products are really like. When I come to do your check-up facial, we ll work more on your color preferences and some special glamour tips and techniques. 31. The is one of the best ways to ensure that you get bookings from your classes. A good formula to remember is a basic = a. 32. Another way to help ensure you re booking from your classes is to make a big deal about the while at the class. 33. Working with the same hostesses over the course of a year doing specialty classes may help your business for the following reasons: #1 #2 #3 34. Kathy Goff-Brummett calls her program of holding specialty classes the Preferred Hostess Program or. 35. The booking approach is a technique you might use when a guest is hesitant to set a date for a follow-up facial. 5
Mary Kay s Booking Approach Stevie, in every class I choose a couple of people that I would love to have as my future hostesses. And tonight, I have selected you. Tell me, is there any reason why when we get together for your personalized glamour makeover that you could not get a few friends together like Dana did tonight? Sample Tentative Booking Approach Stevie, when we do get together, would you want your friend Dana to get credit for it? Let s do this, why don t we set a tentative date with the understanding that if something comes up, we can reschedule it. But it would mean that I can give Dana credit if you book tonight. 36. Mary Kay recommended a hostess program that offers the hostess % of the total sales earned for holding the class, % of if one person books and % if two people book. Coaching 1. A class worth booking is worth. You might say that booking sets the appointment and coaching the appointment. 2. One reason to coach a class is to establish rapport with the hostess. Another reason is to establish rapport with the. 3. Hostess coaching begins when? 4. Kathy Goff-Brummett recommends that you include the following in a : The Look brochures Order forms Letter explaining how to partner with you to make a successful class* Suggested script that the hostess can use to call her guests* Suggested guest list* A flier to explain your hostess program* A piece of team-building material * A hostess flier that includes these items can be found on the LearnMK Web site, key word: hostess. 6
Sample Script for Hostess Coaching Hi, Stevie, this is Ann. Did you have time to look at the hostess packet I gave you last night? Great! Stevie, the first thing I want you to pull out is The Look brochure and outside order forms. Now this form will help you increase the sales for your class. This is for people who won t be attending your class; their names, what they want will go on that form. And what I ll do is I ll call you the day before your class so you can give me all of your orders. That way I ll have them already packaged for you, and bring them to the class with me so that you can deliver them, okay? I find that most of my hostesses prior to their skin care classes will set a goal of $100 or $150 in outside orders. That, of course, is only going to help you to earn more free products. Now which goal, Stevie, would you like to set; $100 or $150 in outside orders? Another form I d like you to pull out is the guest list. Now, Stevie, you want to come up with at least eight to ten people so that we ll have at least two back ups as guests, okay? Also I need you to list anyone who maybe could not attend, but would love to hostess a class because, guess what, you get credit for that. Another form in there is how to be a successful hostess, which includes how to invite your guests. Stevie, since we re business partners, I wanted to take all of the guesswork out of everything for you. So when you call your guests, be sure to use the script that I have right there in your hostess packet because you know what, it s very, very effective. Now, Stevie, in your packet I ve also included some information on our business opportunity, and I really do hope that you ll take time to review it, because you know what? I think that you would be so great at what I do. I would really value you as a team member, and I know that you could be great. So I m looking forward to your class this Saturday, and you know something else I know? I suspect that you will be my high hostess of the month! Is it okay with you if I call you on Wednesday to get that guest list so that I can talk to them and find out what products I need to bring to the class for them. Now is this same time a good time for you, Stevie?. 5. One way to keep a hostess excited about holding her class is to keep her focused on what? 6. In addition to phone coaching, you might also coach a hostess through a hostess letter and by using the class, which are available on Section 2. 7. One way to avoid postponements is to the guests, which is, very simply, about building a with the guests prior to the class. 7
Sample Pre-Profiling Script Hello, Stevie, this is Ann Shears and I m the Mary Kay Independent Beauty Consultant who will be conducting Dana s skin care class on Saturday. Do you have a moment? Great! I just need to ask you a few quick questions about your skin, because, you see, I ll be bringing products that are formulated just for your skin type, okay? Is your skin dry, normal or is it combination? Oh, your skin is oily? Do I have a wonderful product for you! It s called Oil Mattifier. As a matter of fact, I have a sample of that, so I ll bring that on Saturday. You re going to love it. Now let me ask you this: are you having any particular problems with your skin? Well, is there anything else that you would like for me to cover during the class? Okay, great. I also want you to know that we re going to be starting at 7:00, okay? Now, if you get there at 7:05, you won t get the Satin Hands treatment and you don t want to miss that, okay? And the other thing I want to tell you is that I will be bringing products with me just in case you want to purchase a lipstick or something, okay? Great! You know, Stevie, I don t know if Dana told you that this class was by reservation only. Did she tell you that? Well, I want you to know that you re really very, very special to her, because you were one of her five guests. Now the other thing I want you to know, though, Stevie, is that Dana is working as a hostess for free products. And one of the ways she earns free products is by guest attendance. I m looking forward to seeing you, but just in case there s an emergency or something comes up and you can t be there, you ll want to let Dana know in plenty of time so that she can replace you, okay? Thank you so much. I look forward to seeing you, and I can t wait for you to try our Mary Kay skin care line. Now listen, if you come up with some other questions about something you want me to cover at the class, let me just give you my phone number. You can just give me a call back, okay? All right. I ll look forward to seeing you next Saturday, all right? Sample Pre-profiling Script to Use When a Guest Says She s Unable to Attend I understand how busy people are. I don t know if Dana told you or not but this class is by reservation only. One of the ways Dana s going to earn a free gift as a Mary Kay hostess is by your class attendance. So I definitely understand if you re not certain that you can be there. What you ll need to do then is just let Dana know so that she can replace you. 8
8. When arriving for a skin care class, it is a good idea to give the hostess a sincere to help establish a good feeling from the very beginning. Sample Script for Kitchen Coaching Cindy, who s coming tonight that you think might like to have a class? 9. Mary Kay always believed in having a contest and offering a special gift to the high hostess. 10. Hostessing your own skin care class is one way to help ensure bookings. Kathy Goff-Brummett calls this a Hostess Class. She holds a drawing at the end of the class to choose which of the guests will earn a free gift. 11. Another booking idea is to put a box in a friend s business and draw for a Satin Hands Pampering Set once a week or once a month. Sample Facial Box Script To the winner of the drawing: I have good news and great news. The good news is that you won the Satin Hands Pampering Set, and the great news is that you won a complimentary makeover. To everyone else: I have great news and not so great news. You didn t win the Satin Hands Pampering Set, but you did win a complimentary makeover. 12. It was suggested that if you do put a facial box in a business location, you might want to give the manager or owner a for allowing you to display it there. You might also want to check it every two or three weeks and move it if you don t get results. 13. Mary Kay once taught that booking is an and a habit. 9
The individual who wants to reach the top in business must appreciate the might of the force of habit and must understand that practices are what create habits. He must be quick to break those habits that can break him, and hasten to adopt those practices that will become the habits that help him achieve the success he desires. - J. Paul Getty Answers: Booking 1. Booking, bookings 2. Attitude 3. Sells 4. How many appointments per week you want to hold 5. Income 6. Exactly which times you will work each week 7. Four 8. Enthusiasm 9. Image 10. Mary Kay logo pin 11. Business card 12. No 13. Initial, 40 50, blitz 14. Script, smiling 15. 10 16. Warm chattering 17. Pre-judge 18. Three-foot 19. Step 1: Begin the conversation by paying a sincere compliment Step 2: Find a common interest Step 3: Ask for the appointment 20. Facial 21. Beauty Consultant 22. Referrals 23. Customers, hostesses 24. Confidence 25. Rehearsing 26. Skin care classes 27. Money, team members 28. Check-up facial, hostess 29. Short 30. Complimentary, glamour 31. Check-up facial or follow-up appointment, booking 32. Hostess 10
33. Reason #1: It helps keep your datebook filled. Reason #2: It gives you the opportunity to introduce the hostess to the entire product line. Reason #3: It gives the opportunity to layer the hostess with recruiting information. 34. Girls Night Out 35. Tentative 36. 10, 15, 20 Coaching 1. Coaching, keeps 2. Guests 3. As soon as the class is scheduled 4. Hostess packet 5. The gift that she s working for 6. Reminder postcards 7. Pre-profile, relationships or rapport 8. Compliment 9. Hostess of the week 10. Mystery 11. Facial box 12. Gift 13. Attitude 11