Presenting – Step 4 – Handling questions & objections STEP 4 HANDLING PRESENTATION QUESTIONS & OBJECTIONS Once you have completed the presentation, your guest may have some questions or have some objections. Answer these and go back to finding out which aspect interests them, the products or the business and based on their answer, just let them know what the next step is if they want to get started. That is, register, order your products, get trained. THINGS TO REMEMBER WHEN HANDLING QUESTIONS AND OBJECTIONS 1. Questions and Objections are great. They show that your prospect is interested in knowing more. If they do not have any questions or objections, it means they are not curious or interested. So don't be afraid of questions and objections, welcome them. 2. The first objection you get, is probably not the real objection, it is generally a smoke screen. 3. Objections are really questions disguised as objections because the prospect needs some reassurance to take the next step. 4. All objections should be handled with the FEEL, FELT, FOUND method. Teach this to your new distributors!! 5. Do not address issues, which have not been raised. Don’t answer unasked questions. 6. You only fear questions and objections because you have not spent time learning the answers. Learn the answers, and handling objections and questions becomes easy and you lose the fear. When answering questions, use the following method 1. Rephrase the question and ask it back to them so that you are clear that you are answering the right question 2. Answer the question 3. Ask them if it has answered their question or if they are happy with that. QUESTION 1: WHAT IS THE NAME OF THE COMPANY? ANSWER: Nu Skin Enterprises - It encompasses 4 companies. Nu Skin, Pharmanex and their humanitarian arm - Nourish The Children. Have you heard of it? (They tell their version and you tell yours) QUESTION 2: WHO SELLS THE PRODUCTS? ANSWER: The Company, Nu Skin sells the product. We are simply the messenger and show the business to others. All we do is create a wholesale distribution network, which accesses product from NSE. A number of people ¡ 1
Presenting – Step 4 – Handling questions & objections choose to sell. And it is good for a long term stable business, that you develop a consumer base of around 30 or 40 people over a period of time. We have a fantastic program in place called Automatic Delivery Reorder(ADR), where your consumers can have the products delivered to their door straight from the company, at the same time every month, and their credit card just gets billed automatically, and it is all hands free. Does that make sense? QUESTION 3: WHAT IS THE PRODUCT? ANSWER: The company deals in various industries. It deals in exclusive cutting edge products targeting genetic expression, and we have a humanitarian arm called Nourish The Children, which feeds starving children, where people can organise a food package on a 1 off, or on a monthly basis, to be sent to a starving child in the 3rd world countries. Does that answer your question? QUESTION 4: WHAT IS SO SPECIAL ABOUT THIS PRODUCT? ANSWER: (START WITH THIS) It is the level of science that makes the products special. If a company does over 3 billion dollars of sales, and they don't advertise, that tells me that a lot of people like the products. I mean, you might buy something once to please someone you know, but if you don't like the product - would you buy it again? So the products actually work! The company has over 50 PHD level scientists on staff, their own research facilities in a number of Universities and research institutes, and the science they use really is cutting edge. QUESTION 5: HOW IS THE COMPANY DOING THIS (HOW DOES THE BUSINESS WORK)? ANSWER: The company sets up International Distribution Centres in all the markets that it operates, so people can easily access product in each country at wholesale, directly from the company. You need an ID number to purchase products at wholesale from the company. If you don't want an ID number, the only other way to purchase the products is to purchase them at a retail price from someone who already has an ID number. First what happens is, you register and get an ID number. Let's say that you know someone in this country, who knows someone in another country, who knows someone in another country etc. They hear about the business or products from people they know, by email or phone or whatever. They decide to participate and get an ID number, which links them to the person who introduced them, and to the company. They are all ordering product for their own usage, directly from the company's offices in the country they are in, and the company is delivering the products. The company's state of the art technology tracks all product movement worldwide. All this activity is linked back to you, and you can check all this activity online and you can receive a percentage of all of the volume ordered. Can you imagine the power of this as it ping pongs ¡ 2
Presenting – Step 4 – Handling questions & objections around the world? QUESTION 6: WHAT DO I HAVE TO DO? ANSWER: Exactly what I am doing right now. We show people this great business, and we use the company's products. Could you do that? (You may like to draw this as a circle as you explain this, put the word 'use' in the middle of the circle) What we do is INVITE people to look at the business. Just like I rang you, and asked you if you were open to business. We PRESENT the information to them, as I am presenting this to you now. In the beginning, I am helping you do this. As you can see, this presentation is not that complex - it is not brain surgery! or you can invite people to come to a business briefing and hear about it in a professional environment. If they understand the potential, they may choose to participate. If they are interested, we SPONSOR them. People who want to join just to get the company's products at wholesale register. There might be a small fee to join but that is waived if they order a certain amount in the first order. Someone who wants to make money from the business chooses to join with a Business Builder Kit. It is not a requirement but something we recommend for people who want to build the business. Starting with a Business Builder Kit is following a system which has been handed down and has led thousands of people to success. The pack contains a selection of products for the new person's own use, so they can get belief in the company's products, and be able to look people in the eyes and tell them how good they are. The pack costs around $1900 which for a business which has the potential to pay tens of thousands of dollars a month seems pretty reasonable. It's also good to get on a LifePak ADR. Lifepak is the most complete multivitamin anti-oxidant product on the market. Lifepak on ADR is the company's number one selling product, and being on it is good for your health, and good for your financial health. If you are on Lifepak, your team will get on Lifepak, and you will get a percentage of sales. Some people also choose to sponsor a child on the Nourish the Children program, but that is something they would decide. Then we TRAIN people. What we train them on is how to invite, how to present, how to sponsor and how to train. And we use the company's products. Does that make sense? QUESTION 7: HOW MUCH DOES IT COST? ANSWER: Depending on where you want to focus, it varies a little. The only requirement is to get yourself an ID number and register you on the companies computer system. That is all you need to do. If you want to be a Seller and just use the products and sell some, I recommend that you also get yourself a selection of products. At least half a dozen so that you can try them and like them and show people some products and you will know what we are promoting. If you ¡ 3
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