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Building a Beautiful Avon Story
1ST and 2ND ORDER CALL TRAINING CONTACTS instructional training guide
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building a beautiful Avon story – 1ST and 2ND order call training contacts
ABOUT THIS INSTRUCTIONAL TRAINING GUIDE This guide is a continuation from the Be Extraordinary Appointment Instructional Guide. Throughout this guide, you will find suggestions for what to say during key points of the Training Contacts along with activity icons explaining how to conduct the activities. These activities build upon the Representative’s Dreams, Goals and My Action Plan Worksheet from her Be Extraordinary Appointment.
OBJECTIVE of the 1ST & 2ND Order Call Training Contacts: • Continue to build on her Dreams and Goals • Reflect back on her last week (what she has completed and/or accomplished) • Discuss where she is now and what she should do next • Prepare her for her next Order • Review her goals and help her set goals and activities on her calendar for next week and/or her next Order
PREPARE for the Contact: • Prior to the meeting review any notes that you made about the Representative when you conducted her Appointment and/or trainings. Building a good relationship from the beginning is key in establishing a strong partnership. • Choose a location that’s quiet and comfortable. This could be in the Representative’s home, or in a convenient public place like a restaurant or coffee shop. • Plan to look your best – wear Avon products and any Avon jewelry or accessories that you have. Be proud out loud about Avon Products!
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
building a beautiful Avon story – 1ST and 2ND order call training contacts
RECOMMENDED ITEMS to prepare for your Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts: F
Representative to bring her Be Extraordinary! Appointment Workbook and My Action Plan Worksheet (For 2ND Order Call Training Contact have her bring her invoice as well.)
F
Building a Beautiful Avon Story 1ST or 2ND Order Call Training Contacts Worksheet (Based on which Training Contact is being conducted. Available online in Avon University.)
F
Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide (Based on which Training Contact is being conducted. Available online in Avon University.)
F
Building a Beautiful Avon Story – Key Points Flow card. (Available online in Avon University.)
F
Current Programs and Incentives (Print flyers to ensure your knowledge. Available online in Avon University.)
F
Programs and Incentives – Words to Use Flow card. (Available online in Avon University.)
F
Planner/pens/pencils
F
Business cards
F
Tax chart
F
Calculator
Before you begin to conduct the 1ST or 2ND Order Call Training Contact… Greet your Representative in a friendly way, and thank her for taking the time to meet with you. Ask her about her family, school or work, follow up on any information you learned or already know about her. Let her know how excited you are to review her progress and support her with her next steps!
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page 1 – building a beautiful Avon story – 1ST order call training contact Re-cap the Appointment Contact:
For example, say;
building a beautiful Avon story – 1ST order call training contact
“We discussed how to grow your business with Avon’s amazing 2 ways to Earn and 2 ways to Sell, your eStore, Avon and mark. brochures and samples to create Customer excitement. We also talked about skin care with Avon Anew products, and then we set goals and next steps for you to start to grow your business. Let’s take a look at how you’re doing.”
getting off to
A BEAUTIFUL START How was your last week? F I
have completed the first 3 steps of Avon’s 5 Steps to Success (See page 20 of Be Extraordinary! Workbook)
F I have set up my online Avon eStore
ACTIVITY: How was your last week?
F I have started to build my order online (Customer and personal order including brochures and demonstration products.)
For example, say;
F I have taken Avon University’s online Training Courses:
“As we look at your business and the opportunity for success – remember it’s all about you, what you want and how Avon can help you achieve your Dreams and Goals.”
Let’s talk about what your goals were and what you were going to use your earnings for?
Have the Representative fill out the activity in her Building A Beautiful Avon Story 1ST Order Call Training Contact Worksheet.
Where are you now?
Regardless of her progress, congratulate her on the small successes! Inspire and motivate her every step of the way! Give suggestions and ideas based on your discussion.
1ST Order (Campaign) (based on goals set from Be Extraordinary! Workbook – My Action Plan Worksheet)
Actual Number of Customers Served:
• Revisit the Be Extraordinary! Workbook. Review Avon’s 5 Steps to Success.
Actual Total Sales: Estimated Earnings:
• Discuss Avon eStore: i.e. How many eCustomers did she send an eCard too? How many apps from her eStore has she used? Did she set up her Grand Opening?
(see page 6 of your Be Extraordinary! Workbook for Earning Levels):
Actual Number of Team Members: (go to yourAVON.com for current promotion and bonuses)
• Discuss 1ST Order online: has she placed her personal order, ordered Avon and mark. brochures, samples and demonstration products?
Let’s take some time now to go back to your My Action Plan Worksheet and see who is on there that you still need to talk to and/or follow-up with this week. (Face-to-Face & eStore Customers)
Wearing Avon products and using your demonstration products and samples will help build your sales. Touch, feel, try leads to buy. Remember “no” doesn’t mean never.
• Connect back to any promotional offers available to her currently (i.e. Just 4 YOU). 1
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 1– building a beautiful Avon story – 1ST order call training contact
building a beautiful Avon story – 1ST order call training contact
getting off to
A BEAUTIFUL START How was your last week? F I
have completed the first 3 steps of Avon’s 5 Steps to Success (See page 20 of Be Extraordinary! Workbook)
F I have set up my online Avon eStore F I have started to build my order online (Customer and personal order including brochures and demonstration products.)
ACTIVITY: How was your last week? (continued) • Revisit Goals – i.e. review her My Action Plan Worksheet. • Connect back to any promotional offers available to her currently (i.e. Daily Care Collections Bundle, Business Booster, etc.).
F I have taken Avon University’s online Training Courses:
For example, say;
Let’s talk about what your goals were and what you were going to use your earnings for?
“Keeping your immediate Goals and future Dreams in front of you provides the focus, the energy, and the power that will help you achieve… So where are you now?”
Where are you now? 1ST Order (Campaign) (based on goals set from Be Extraordinary! Workbook – My Action Plan Worksheet)
ACTIVITY: Where are you now? • Review Representative’s results.
Actual Number of Customers Served: Actual Total Sales: Estimated Earnings: (see page 6 of your Be Extraordinary! Workbook for Earning Levels):
Actual Number of Team Members: (go to yourAVON.com for current promotion and bonuses)
For example, say; “Let’s take some time now to go back to your My Action Plan Worksheet and see who is on there that you still need to talk to and/or follow-up with this week. (Face-to-Face and/or your eStore Customers).”
Let’s take some time now to go back to your My Action Plan Worksheet and see who is on there that you still need to talk to and/or follow-up with this week. (Face-to-Face & eStore Customers)
Wearing Avon products and using your demonstration products and samples will help build your sales. Touch, feel, try leads to buy. Remember “no” doesn’t mean never. 1
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page 2 – building a beautiful Avon story – 1ST order call training contact
building a beautiful Avon story – 1ST order call training contact
ACTIVITY: What do you need to do next? • Show the Representative Avon’s Power of 3.
For example, say;
What do you need to do next?
FIND MORE CUSTOMERS... IT IS AS EASY AS 1, 2, 3
“Everywhere you go during a course of the day, you have the opportunity to talk to people about Avon! This is how you build your Customer base and your Team!”
1
AVON’S POWER OF 3 talk to 3 people a day!
2
ASK THEM
for 3 referrals each
3
TALK TO ALL
their referrals and repeat step 2 generate
195
NAMES IN A WEEK! 3 NAMES BECOME... 9 NAMES BECOME... 27 NAMES BECOME... 3 + 9 + 27 = 39 X 5 DAYS = 195
2
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 3 – building a beautiful Avon story – 1ST order call training contact
building a beautiful Avon story – 1ST order call training contact
SMILE and just say...
(based on the situation)
“You look so well coordinated.” “You must love fashion!” “How is your day going?” “I’ve seen you here before.” “What brings you out this time of day?” “Looks like you use this as your office too!” “What business are you in?” “You have beautiful children.”
ACTIVITY: Approaching Customers and Overcoming Objections • Role model (using the quotes on the Building a Beautiful Avon Story 1ST Order Call Training Contact Worksheet).
OVERCOMING OBJECTIONS An objection is a sign of interest; a request for more information or a Customer’s concern, or fear, that needs to be satisfied in order to continue guiding her through the sales process and to its natural conclusion.
• Support her in overcoming objections. • Connect back to any promotional offers available to her currently (i.e. Just for US, Sales Leadership bonus, etc.).
“I don’t know a lot of people” “The Avon Opportunity allows you to get to know new people and introduce yourself as not only a resource but a partner and friend.” “I don’t have the time, I’m too busy.” “Part of the Avon Opportunity is: you do not need to make a new schedule to work this business. You simply conduct your Avon business with your day–to-day activities and continue to build your business through socializing. The more time you invest in socializing your Avon Business the better chance of building a bigger business!”
Don’t forget to order brochures, a demonstration item and samples. Don’t forget the more brochures you order, the cheaper they are.
MORE Brochures = MORE Customers = MORE Sales= MORE Earnings 3
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page 4 – building a beautiful Avon story – 1ST order call training contact
ACTIVITY: Prepare for your next Order (Campaign) Have the Representative fill out the activity in her Building a Beautiful Avon Story 1ST Order Call Training Contact Worksheet Discuss what her goals for her next Order (Campaign) are, based on Goals set from – Be Extraordinary! Workbook - My Action Plan Worksheet. • Confirm the Representative has no questions or concerns.
For example, say; “Has anything changed with your Goals and Dreams from your last Training? If so, enter those changes or additions in as well”.
building a beautiful Avon story – 1ST order call training contact
Prepare for your next Order (Campaign) (Based on goals set from your Be Extraordinary! Workbook - My Action Plan Worksheet)
Number of Customers: Number of Team Members: Total Sales: Estimated Earnings:
Review your goals... F From
My Action Plan Worksheet: (Be Extraordinary! Workbook)
t
In the next 3 days, I will call
t
In the next 3 days, I will invite
new Customers and share my brochures. potential Team Members to the Avon Opportunity Meeting.
TIP: Watch and share the Avon Opportunity video featured on yourAVON.com.
ACTIVITY: Review your goals...
t
Follow-up with previous Customers
F Achieve
• Review checklist and have the Representative check off what she has accomplished.
promotional offers for first-time Representatives.
(Review and track your successes on yourAVON.com) F Continue t For
to build my story with Avon University’s online Training Courses.
full details and step-by-step online training and support on how to grow your Avon Business. Go to: yourAVON.com > Training > Avon University.
F Practice
the Power of 3!
What’s on your calendar? F 2nd
Order Call Training Contact:
F Partner with my Sales Leader and/or District Sales Manager: F Business F Avon F Pay
Buzz Meeting:
Opportunity Meeting:
Avon – submit my Order (Campaign):
F Take
Avon University’s online Training Courses:
FRIENDLY REMINDER...Remember to submit your order on time. 4
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 4 – building a beautiful Avon story – 1ST order call training contact
building a beautiful Avon story – 1ST order call training contact
Prepare for your next Order (Campaign) (Based on goals set from your Be Extraordinary! Workbook - My Action Plan Worksheet)
ACTIVITY: What is on your calendar?
Number of Customers: Number of Team Members:
• Discuss dates and have the Representative fill out the dates in her Building a Beautiful Avon Story 1ST Order Call Training Contact Worksheet and/or personal calendar.
Total Sales: Estimated Earnings:
Review your goals... F From
My Action Plan Worksheet: (Be Extraordinary! Workbook)
t
In the next 3 days, I will call
t
In the next 3 days, I will invite
new Customers and share my brochures. potential Team Members to the Avon Opportunity Meeting.
TIP: Watch and share the Avon Opportunity video featured on yourAVON.com. t
Follow-up with previous Customers
F Achieve
promotional offers for first-time Representatives.
Close the Training Contact.
(Review and track your successes on yourAVON.com) F Continue t For
For example, say;
to build my story with Avon University’s online Training Courses.
full details and step-by-step online training and support on how to grow your Avon Business.
“Congratulations! You have finished this Training. With the additional knowledge and skills you’ve learned today you are on your way to incredible earnings! You have already made a plan for your 1ST and 2ND Order (Campaign). I look forward to our next Training! If you have questions or need anything prior to us getting together please feel free to call me or our support team”
Go to: yourAVON.com > Training > Avon University. F Practice
the Power of 3!
What’s on your calendar? F 2nd
Order Call Training Contact:
F Partner with my Sales Leader and/or District Sales Manager: F Business F Avon F Pay
Buzz Meeting:
Ensure you answered all outstanding questions and/or concerns. In addition, the Representative has all the support phone numbers and information she needs.
Opportunity Meeting:
Avon – submit my Order (Campaign):
F Take
Avon University’s online Training Courses:
FRIENDLY REMINDER...Remember to submit your order on time. 4
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page 5 – building a beautiful Avon story – 2ND order call training contact
Before you begin to conduct the Building a Beautiful Avon Story 2ND Order Call Training Contact…
building a beautiful Avon story – 2ND order call training contact
• Greet your Representative in a friendly way, and thank her for taking the time to meet with you.
CONGRATULATIONS,
you have submitted your first order and are on track to building your Beautiful Avon Story!
• Ask her about her family, school or work to follow up on any information you learned or already know about her. Let her know how excited you are to review with her, her progress and support her with her next steps!
How was your last week? F 1ST Order placed (Customer and Personal) F Brochure and demonstration items ordered
• Re-cap her Building a Beautiful Avon Story 1ST Order Call Training Contact:
F I have taken Avon University’s online Training Courses:
For example, say;
Let’s talk about what your goals were and what you were going to use your earnings for?
F Complete Avon’s 5 Steps to Success! (Page 20 of your Be Extraordinary! Workbook)
“We discussed how to grow your business using Avon’s Power of 3, we reviewed your goals and set action plans. Let’s take a look at how you’re doing.”
For example, say;
Review your progress
“As we look at your business and the opportunity for success – remember it’s all about you, what you want and how Avon can help you achieve your Dreams and Goals. How was your last week?”
My 1ST Order (Campaign) went: (based on your invoice) Total Sales: Total Customers:
Regardless of her progress congratulate her on the small successes and ensure to inspire and motivate her every step of the way!
Earnings: Average Customers order: How will this help me achieve my goals: By when: What do I need to do to increase my sales:
Don’t forget to call or text your Customers before you make their delivery, reminding them of the delivery date and any amount of their order they may owe. This way, they will be expecting you. 5
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 5 – building a beautiful Avon story – 2ND order call training contact
building a beautiful Avon story – 2ND order call training contact
CONGRATULATIONS,
you have submitted your first order and are on track to building your Beautiful Avon Story! How was your last week? F 1ST Order placed (Customer and Personal) F Brochure and demonstration items ordered F Complete Avon’s 5 Steps to Success! (Page 20 of your Be Extraordinary! Workbook) F I have taken Avon University’s online Training Courses:
ACTIVITY – How was your last week? Have the Representative check off what she has completed or accomplished in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet.
For example, say; “Well done! This is a great start to your Avon business. Celebrate your successes along the way, no matter how big or small. This will give you the confidence and motivation you need to keep going on the path to achieving your Goals and Dreams. Let’s take a look at your progress so far…”
Let’s talk about what your goals were and what you were going to use your earnings for?
ACTIVITY – Review your progress Review your progress My 1ST Order (Campaign) went: (based on your invoice) Total Sales: Total Customers: Earnings: Average Customers order: How will this help me achieve my goals:
Have the Representative fill out the activity in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet. • Review the Representative’s invoice and discuss her progress. • Discuss what her goals were that she set from her – Be Extraordinary! Workbook - My Action Plan Worksheet. • Revisit goals and what she will need to do to increase her sales
By when:
For example, say;
What do I need to do to increase my sales:
“It’s important to stay focused on your goals; an idea that I have seen other Representatives do is create a Dream Board – it’s a great, graphic way to help define and align with what you really, really want for yourself in the future. A Dream Board does just that; keeps you focused on what is important to you! Let’s see where you are right now with your business.”
Don’t forget to call or text your Customers before you make their delivery, reminding them of the delivery date and any amount of their order they may owe. This way, they will be expecting you. 5
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page 6 – building a beautiful Avon story – 2ND order call training contact
ACTIVITY: Where are you now?
building a beautiful Avon story – 2ND order call training contact
Have the Representative fill out the activity in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet
Where are you now?
For example, say;
2 ND Order (Campaign)
“You’re off to a great start to achieving your goal! Keep going. Gain more Customers by inviting them to try Avon: begin with a compliment, use the Avon brochure, and ask questions about their beauty interests, their family and their gift needs. Let’s talk about how you can enhance your selling skills!”
(based on goals set from your Be Extraordinary! Workbook – My Action Plan Worksheet)
Actual Number of Customers Served: Actual Total Sales: Estimated Earnings (see page 6 of your Be Extraordinary! Workbook for Earning Levels): Actual Number of Team Members (go to yourAVON.com for current promotion and bonuses):
In order to help grow my business I need to increase my Customers every Order (Campaign).
Let’s take some time now to go back to your My Action Plan Worksheet and see who is on there that you still need to talk to and/or follow-up with this week. (Face-to-Face & eStore Customers)
Great Customer service means loyal Customers.
Why not add a personal touch to your service by adding a thank you note in with the delivery? 6
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 7 – building a beautiful Avon story – 2ND order call training contact
building a beautiful Avon story – 2ND order call training contact
What do you need to do next?
ENHANCE YOUR SELLING SKILLS! Try using these Selling Skills with your Customers, to help increase your earnings. See some examples below. LINK SELLING lets you promote related products! LINK SELL from AVON’S: Make-up Store Words to use: “Thank you for ordering that mascara, you will love the benefits! Our eye shadow is also on sale and would be a great complement to the mascara. Look at all the colors available to you! Can I add an eye shadow to your order?”
CROSS-CATEGORY SELLING is an ideal way to promote products from different categories. Think top-to-toe!
ACTIVITY – What do you do next? • Role model the words to use when using the selling techniques in the Building a Beautiful Avon Story 2ND Order Call Training Contact Workbook. • Discuss how to overcome objections.
For example, say; “Be excited when talking about the Avon Opportunity and your business—others will be excited, too!”
CROSS-CATEGORY SELL from AVON’S: Skincare Store, Hair Salon, Fragrance Counter, Bath & Body Store Words to use: “Thank you for placing your skin care order, I also wanted to let you know we are having a big sale on our Bath and Body products, now is a great time to try something new!”
BUNDLE SELLING is grouping three or more items together for a larger order. This works really well coming into holiday or Christmas time! BUNDLE SELL from AVON’S: Fashion Store, Home Store, Kids’ Store Words to use: “Jane, you are going to love wearing that necklace with your black dress, I also wanted to bring to your attention the beautiful handbag and shoes to match on page 84, all at a great price!”
Be excited when talking about the Avon Opportunity—others will be excited, too! 7
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page 8 – building a beautiful Avon story – 2ND order call training contact
ACTIVITY: Prepare for your next Order (Campaign) Have the Representative fill out the activity in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet. • Build upon her goals for her next Order (Campaign), based on goals set from – Be Extraordinary! Workbook - My Action Plan Worksheet. • Connect back to any promotional offers available to her currently (i.e. product promotion, Just for US, Sales Leadership bonus, etc.). • Confirm the Representative has no questions or concerns.
building a beautiful Avon story – 2ND order call training contact
Prepare for your next Order (Campaign) (Based on goals set from your Be Extraordinary! Workbook - My Action Plan Worksheet)
Number of Customers: Number of Team Members: Total Sales: Estimated Earnings:
Review your goals... F From
My Action Plan Worksheet: (Be Extraordinary! Workbook)
t
In the next 3 days, I will call
t
In the next 3 days, I will invite
new Customers and share my brochures. potential Team Members to the Avon Opportunity Meeting.
TIP: Watch and share the Avon Opportunity video featured on yourAVON.com.
ACTIVITY: Review your goals...
t
Follow-up with previous Customers
F Achieve
Have the Representative fill out the activity in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet.
promotional offers for first-time Representatives.
(Review and track your successes on yourAVON.com) t For
full details and step-by-step online training and support on how to grow your Avon Business. Go to: yourAVON.com > Training > Avon University.
• Review checklist and have the Representative check off what she has accomplished.
F Practice
my selling skills.
What’s on your calendar? F Training
Call:
F Partner with my Sales Leader and/or District Sales Manager: F Business
ACTIVITY: What is on your calendar? Have the Representative fill out the activity in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet. • Discuss dates and have the Representative fill out the dates in her Building a Beautiful Avon Story 2ND Order Call Training Contact Worksheet and/or personal calendar.
F Avon F Pay
Buzz Meeting:
Opportunity Meeting:
Avon – submit my Order (Campaign):
F Take
Avon University’s online Training Courses:
For full details and step-by-step online training and support on how to grow your Avon Business: Go to: yourAVON.com > Training > Avon University. 8
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Building a Beautiful Avon Story 1ST and 2ND Order Call Training Contacts Instructional Training Guide
page 8 – building a beautiful Avon story – 2ND order call training contact
building a beautiful Avon story – 2ND order call training contact
Prepare for your next Order (Campaign) (Based on goals set from your Be Extraordinary! Workbook - My Action Plan Worksheet)
Number of Customers: Number of Team Members:
Close the Training Contact.
Total Sales:
For example, say;
Estimated Earnings:
“Congratulations! You have finished this Training. With the additional knowledge and skills you’ve learned today you are on your way to incredible earnings! You have already made a plan for your 1ST and 2ND Order (Campaign). I look forward to our next Training! If you have questions or need anything prior to us getting together please feel free to call me or our support team”
Review your goals... F From
My Action Plan Worksheet: (Be Extraordinary! Workbook)
t
In the next 3 days, I will call
t
In the next 3 days, I will invite
new Customers and share my brochures. potential Team Members to the Avon Opportunity Meeting.
TIP: Watch and share the Avon Opportunity video featured on yourAVON.com. t
Follow-up with previous Customers
F Achieve
promotional offers for first-time Representatives.
Ensure you answered all outstanding questions and/or concerns. In addition, the Representative has all the support phone numbers and information she needs.
(Review and track your successes on yourAVON.com) t For
full details and step-by-step online training and support on how to grow your Avon Business. Go to: yourAVON.com > Training > Avon University.
F Practice
my selling skills.
What’s on your calendar? F Training
Call:
F Partner with my Sales Leader and/or District Sales Manager: F Business F Avon F Pay
Buzz Meeting:
Opportunity Meeting:
Avon – submit my Order (Campaign):
F Take
Avon University’s online Training Courses:
For full details and step-by-step online training and support on how to grow your Avon Business: Go to: yourAVON.com > Training > Avon University. 8
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January 2015 Avon Products, Inc. (Instructional Guide for 1ST and 2ND Order Calls Training Contacts)