Health & Home Club v0111 Training September 2011

1. Health & Home Clubv0111 TrainingSeptember 2011

2. What we’ll cover today.. • A brief introduction to the Rocket Marketing Group • An insight into our exciting product the Health & Home Club • An overview of the look and feel of the Savings Guide, Annual Member Rewards, Free Gifts and Welcome Letter • A brief look at the offers available to Health & Home Members • Scripts and tips on how to read them

3. Who are The Rocket Marketing Group? • Established in 2001 we are a private company with an impressive growth and performance record • Based on the south coast of England in Brighton, we employ a dedicated team of over 50 staff • Members of The Institute of Promotional Marketing and The Direct Marketing Association • In 2008 we were awarded ISO:9001 accreditation for Quality Management by The British Standards Institute (BSI)

4. What do the Rocket Marketing Group Do? • Develop, implement, deploy and manage Membership and Reward programs, offering a wide range of Benefits, Savings and Discounts • But with a difference! • We have established a reputation for product and service excellence • Considered Market leader in delivering reward programs for most of the UK shopping channels

5. Meet the Team: 1 Fulfilment

6. Meet the Team: 2 Call Centre

7. Meet the Team: 3 Membership Services Support

8. Some of our Clients…

9. The Health & Home Club The savings guide is home to discounts from leading high street brands The offers are split into three sections: Health, Home and Garden The club features a new host who shows Members how to make the most of the offers available As well as their savings guide, customers will also receive two great Free Gifts just for taking a look!

10. Introducing the Guide, Wendy! • Wendy is the host of the Health & Home Club • She appears throughout the savings guide, giving our Members useful tips on how to use their membership • She also appears on the welcome letters, providing customers with a welcoming feel to the Health & Home Club • Customers can look out for her favourite offers on each section intro

11. The Welcome Letter • The Welcome Letter introduces the club host • Details on how to cancel are in clear and BOLD • It is also mentioned that the pack must be returned for cancellation, as well as the preview period and costs

12. What’s on offer… 2Free Gifts Then…. 6 Annual Member Rewards

13. Members can enjoy a free Mini Pamper Treatment and free Salon Professional Wash, Cut & Blow Dry, courtesy of the Health & Home Club! The 2 FREE Gifts These Free Gifts can be used at any time during the Preview or Annual Membership and can even be given to loved ones as gifts!

14. Annual Members can enjoy these 6 fantastic Annual Member Rewards: Annual Member Rewards

15. The model explained… DAY 0: The upsell for The Health & Home Club is sent to Rocket and £2.99 is debited for postage and packaging and the Welcome Pack is sent and the Preview begins DAY 21: The Preview period ends. Members need to call by this date to opt out of annual membership. DAY 25: £49.99 is automatically debited and the Member is upgraded to annual membership. DAY 31: The refund period for cancellations ends. Members are free to enjoy the benefits of Health & Home Club membership for the year!

16. Let’s see what you’ve remembered… • What is the name of the club Guide? • How long is the preview? • How many free gifts are there? • What are they? • How many Annual Member Rewards are there? • What are they?

17. The Script • Here we will give you a brief guide on how to read each part of the script • We will help you to identify which aspects of the script and the club itself to focus on • We will give you understanding and insight into why its so important that you read the RED parts of the script VERBATIM • We will help you to help your customer understand the amazing preview they are being told about • Understanding is the key to a successful sale

18. What is the definition of a successful sale? A happy customer who becomes a happy Annual Member

19. Its all about how we say it…. • Its not what we say but how we say it that creates a positive customer experience • Treat each call like it’s the first of your day • What is obvious to you is not always clear to the customer • Its easy to misinterpret and misunderstand what your customer is saying and they in turn can easily misunderstand and misinterpret you

20. Are you listening…? • Why do you need to listen to what the customer is saying? • It will enable you to match your customers NEEDS, WANTS and DESIRES to the Savings, Offers and Annual Member Rewards available • Matching will help you to get the sale

21. Verbatim • What does this word mean? • Word by word, exactly • Why is this word so important in relation to this script? • So that all legal requirements are accurately represented

22. Something to Remember.. If the script is RED it must be READ

23. Script Part 1 • What are you selling? • A FREE 21 day preview to the Health & Home Club • What are the free gifts for? • Just for taking a look!

24. Matching Offers • What does this mean? • That you are listening to your customer • It helps to build a rapport with the customer • Which will lead to a successful sale

25. Script Part 2 • Annual Member Rewards • What are they? • Remember to match the AMR to the customers needs!

26. Script Part 2 Cont’d • Customer says no – sell them the benefits • Customer says no again – use your sales skills! • Customer still says no.. • Let Them Go • You have three opportunities to upsell the Health and Home Club preview. If the customer isn’t interested after 3 attempts then Let Them Go – otherwise this could be deemed a pressurised sale

27. Closing Statement • This is the Big Question! You are asking for their agreement • Keep it light and upbeat • Remember: You are offering them something new and exciting that will save them money • You must get a clear agreement from the customer

28. Don’t Forget… If the script is RED it must be READ

29. Script Part 3 • What is the first thing you notice about this part of the script? • It’s RED • Why is it important to read this part of the script VERBATIM?

30. Script Part 3 cont’d • It’s the first time in the script that the following are mentioned: - The customers data will be passed to a 3rd party - Postage cost - Annual Membership Fee - Cancellation Process - Password

31. Remember: If one or more of these is NOT mentioned, it is an INVALID sale

32. Escalation Process

33. Script Part 3 cont’d When reading Part 3 of the script: • Speak clearly • Speak a little slower • Ensure that the customer has understood what they are agreeing to

34. Knowledge Test • What are you offering? • How many FREE gifts does the Customer get to keep? • How many Annual Member Rewards are there? • What are they? • What do you need to do if the script is in red? • What 5 things are mentioned for the first time in part 3 of the script? • If you are reading part 2 of the script and the customer gives you a definite ‘yes’ do you still need to read part 3? • How many opportunities do you have to sell the Health & Home club to your customer?

35. Any Questions?