Juice Plus +

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Customer Care: Step 5a in the Care Funnel

"People don't care how much you know, until they know how much you care."

"It's 7 times more expensive to get a new customer than to keep one."

A life-long customer is worth the investment, so getting a customer is just the first of several important steps.

Developing a great relationship with each customer, based on their unique needs, will go a long way to making you successful in this business.

That relationship is key to your customer gaining full value from Juice Plus+ and delivering full value to you and your business.

Customer Care is at the core of the key goal for your JP+ Virtual Franchise: to build a base of 30-40 customers who are each 'Raving Fans' of Juice Plus+.

A Raving Fan is likely to be a life-long customer; some of them will join your team as JP+ Reps, while others will give you a constant supply of referrals. When that happens you never need to worry about running out of prospects (which never happens anyway!)

On the way to becoming a Raving Fan, Juice Plus+ will increasingly be at the top of your customer's mind when it comes to nutrition. This happens IF they are having a good experience, not only with the product, but with the company and with YOU as their Juice Plus+ Representative.

Customer Care starts before and extends throughout the process of getting and keeping a Preferred Customer: Your Story, Invite and Share, Followup and Education.

World-class Customer Care comes in 2 stages:

A. Customer Care I (learn this during your first 60 days and you will do fine!)

If you are already familiar with this first stage then study Customer Care II.

First listen to this excellent training by Julie Herbst, NMD; as you listen, look over this document that Julie refers to.

1. Expectations

Customer Care begins with our first conversation, our Story and our answers to a prospect's questions, because these set his or her expectations for Juice Plus+ - what will happen when they take it. If those expectations are either too high or too low, then we will not be happy with the outcome and neither will they. They need to be excited but realistic.

The Juice Plus+ Company has always operated by this principle: "under-promise and over-deliver"; as Juice Plus+ Reps. we live by it too. We 'under-promise' when we avoid avoid making unrealistic claims (like most of the advertising we see every day!). We 'over-deliver' when we far exceed the customer's expectations with both our service and the quality and effectiveness of Juice Plus+.

To help set realistic expectations, we say: "I would love you to try Juice Plus + for 4 months and see what it could do for you!"

In our conversations we need to ask great questions to find out how best Juice Plus+ can meet their needs. They may ask "Could Juice Plus+ help with my ... (disease, condition, problem, eg: high cholesterol)?" Here's one answer:

"We always advise taking Juice Plus+ for your health, not for your sickness. When you look through this Juice Plus+ Research and realize that (statistically) you will see ALL these results when you take Juice Plus+ consistently every day, doesn't it make sense that you will be getting healthier?"

In addition, Dr. Paul Williams, MD says: "There is no medical condition that cannot be improved by good nutrition."

Ask Questions and then Listen; most people crave the opportunity to be truly heard, they will appreciate you listening well.

Use these Tips for Getting "Yes".

Provide new customers with the benefits of the JP+ Children's Health Study and the Juice Plus+ Effect (see below). Ask them if either or both of these options would suit them. These programs provide complimentary product, enhance their experience, and increase customer retention - they help us "over-deliver" and create Raving Fans.

Complete the New Customer Questionnaire with your new customer - a vital tool for setting and managing a customer's expectations, setting them up for success.

2. The Value of Juice Plus+

It's vital that the true Value of Juice Plus+ is established in your customer's mind during the first 4 months. At the end of 4 months, if they don't understand that the value of Juice Plus+ far exceeds the cost, they will not continue; that will be a loss to them and to you!

You customer's best chance of becoming a Raving Fan and continuing to take Juice Plus+ is when they take it consistently every day - then they will develop the "Juice Plus+ Habit". Your Welcome Email is the first step towards this goal.

You can ask if it would be ok to remind them. If so, how often would they like to be reminded to take their JP+ over the first few weeks, and how? (Email, phone, facebook, text,...) You can stop your reminders after a week or two. Remember how long it took you to get 'into the habit'!

Throughout the first 4 months there is no substitute for personal contact, so a quick phone call every month or two works wonders. NSA's "Virtual Tracking" emails remind you and suggesting a great approach.

Your Preferred Customer Genealogy Report is emailed to you monthly - use this valuable tool to ensure the best possible care for your customers.

3. Education

Education both before and after someone becomes a Juice Plus+ customer is important - really important. In addition to their own results it's the best way to establish the Value of Juice Plus+.

Some people want Juice Plus+ immediately; they are so excited! These people need education, so their initial enthusiasm doesn't wane. Some people are skeptical, but once educated they believe in the value of Juice Plus+ and should soon become Raving Fans. The third group don't get it and are not ready to be educated, so don't waste time and energy on them.

Provide on-going education to customers regarding the benefits of eating fruits and vegetables and taking Juice Plus+. Share more CDs, DVDs and online videos. Invite them to Healthy Living Parties, Prevention Plus+ Seminars and other Events (pick them up to make sure they come), send regular emails with articles on health, nutrition and Juice Plus+ news (your customer will receive Juice Plus+'s 7 emails during their first 100 days).

Try guiding them (over the phone or in person) through your juiceplus.com website watching the videos and health professional video clips that most interest them, and asking them good questions.

Sending them emails with health articles is also an easy way to educate them and keep them thinking about Juice Plus+. Here are some Health Email You Can Use.

Once you have developed a great relationship and your customers are having a good experience with Juice Plus+, many will start giving you referrals; this may be as soon as when you conduct the Juice Plus+ Effect Survey after their first 3 months. Talk to them about our "Friends & Family" way to offset the cost of their Juice Plus+, about the full business opportunity, or being a 'referral partner' (you sharing the profit from new customers with them as a 'thank-you').

4. New Customer Welcome

We prefer to email our new customers using this Welcome Email. Alternatively you can use one of these letters as a template for your first follow-up to welcome a new customer:

New Customer Letter            New Family Plan Customer Letter            New CHS Welcome Letter

It's important to advise your customer to start slowly; since they often don't read emails (properly) you should call them to make sure they start slowly. Here's some advice on that and more from Dr. Mitra Ray, dispelling several common myths about how and when to take Juice Plus+.

Customer Care II (after your first 60 days)      Customer Care Training

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