If a class is worth booking -- its worth coaching.

Why Coach?
      - to build the Hostess confidence & enthusiasm
      -  to teacher her HOW to invite her guests
      -  to explain/review the Hostess Credit/Gifts that you use
      -  to answer her questions

3 Times to Coach

      1.  Preliminary -  when you SCHEDULE the CLASS by phone & mail

      2.  Telephone -- 1-2 days after its scheduled and 2-3 days before the class

      3.  Kitchen -- when you arrive (30 min. before class time)

HOW to VERBALLY COACH -- Foolproof words:
Phone call the day after booking it...When you call her  NEVER say Im calling to confirm, youre always calling....because Im so excited about....Im looking forward to......!!

Hi Veronica, this is _________________ youre Mary Kay Lady, and Im so excited about next Thursday night, listen to you have a quick 2-3 minutes?  Great!!  Its going to be FUN and youre gonna just love your glamour look AND getting your Mary Kay at an incredible discount!  Veronica, which is it that you want, the FREE products with your Hostess Credit or one or more of our FABULOUS Hostess Gifts? .......Great.  Oh, who are the 2 or 3 friends youre inviting to share your makeover & the fun, ......I need to quickly call them and find out about their skin type and all..........

Get name and phone numbers, after EACH name say,

Veronica, why do you think ___________ is coming?

Shell probably say, -- to help me out  --- and possibly she likes make up

So, when you call these women to pre-profile them youll find out WHY ELSE theyre coming so that you can let the Hostess know that they are anxious to learn something other than just coming to help her out.

Great, well Veronica, I promise Ill do my part to be a great Consultant for you and your friends, were all going to have alot of FUN.  Ill be there at _________ no matter what, rain or shine whether all your friends join us or even if it ends us being just you & me!  Youre my client and I want to give you my best.

Calling her back when youve Pre-profiled.....

Hi Veronica its _________ with MK -- Im so excited, do you have a quick minute?  Great, well the reason for my call is to let you know that we are going to have a great time on Thursday.  I did talk with _____ and ________, but havent reached ________ yet.  And, both ______ & ______ are coming like you said, to help you out, but _______ is looking to find some new eye colors and ________ have been having problems with her oily skin so she is hoping to find magic with MK -- and she will!!  Veronica, theyll both be thanking you so much for inviting them, and I want to thank you too!  Ill see you at ______ on Thursday.  By the way, I have a really full week so I probably wont call you back, just know that Im a professional and I will be there at _____ and Ill have an extra 2 mirrors with me in case you need to invite someone else or someone brings a friend at the last minute.

IF she never gave you names to Pre-profile:

Hi Veronica its _________ with MK -- Im so excited, do you have a quick minute?  Great, well the reason for my call is to let you know that we are going to have a great time on Thursday, Im really looking forward to your makeover and I wanted to see if it looks like any of your friends are going to be able to join us so that you can also earn your Hostess credit?......

If she says yes, get the names & numbers......!!

If she hesitates or says, I was going to call you........ quickly say,

Veronica, let me ask, have you had such a busy few days that you havent had a chance to invited anyone?  If so no problem, some of the best classes are literally thrown together at the last minute, and besides Im coming to treat you and its my job -- so Ill be there NO MATTER WHAT on Thursday whether its you and 2 friends or just you and me, I really want to see you in this DRAMATIC (whatever) look I have selected just for you.

This usually fixes the EXCUSE and she WILL have 1-3 friends there -- after all you just said you were coming for her -- NO MATTE WHAT.  So, sound -- be -- EXCITED & sincere.

When you DOUBLE BOOK:  Call to confirm/coach the first and find out if it is definitely on 1 days before the class date -- then call the second and if it looks like its going to hold as well, NEVER let her know you have something else planned, I promise one of them will postpone -- even in the 11th hour, so say this:

Well Veronica,  really want you to get lots of Hostess Credit, so Ill give you a call tomorrow afternoon to make sure that at least 2 friends will be joining us......

the next day one of those classes will have 0 or only 1 able to make it, so say to her,

Veronica, I really wanted you to get lots of credit, tell you what Ill do for you, lets just reschedule it for next Thursday or Friday, which do you think will be better for your friends?  And Veronica, if they flake out on you aging well just pamper you and Ill atleast give you an extra gift for working so hard to get them to join us, okay? 

If it looks like they are BOTH holding the morning of the appts, call a sister consultant who is REALLY good and have her as a back up to dovetail for you if need be:

Call the ONE you want to hold MOST first, (the one you will do if they both hold), to TOTALLY confirm it. Tell her you'll call back about 4-5 to see if she got any last minute guest-- possibly an incentive, "another FREE gloss or liner to you and anyone you invite this afternoon who comes at the last minute", then, when you call the 2nd one at 4-5pm, and she confirms all, say, "Well Susan, I am soooo glad you're ready & excited , and I'm excited that you are going to have a consultant at your party who you will have so much fun with and learn alot from -- but it won't be me -- I've had an unexpected problem, and since I work with a team of Makeup Artists I'm sending _________ in my place because I would NEVER cancel on you. _______ is soooo excited to meet you and your friends."

Pre-Profiling.............Calling the Guests

Hi Katie, this is Gina with Mary Kay and Im excited about meeting you at Veronicas on Thursday, do you have a quick few minutes?  Thanks!  Well Ill be teaching skin care, basic glamour and then have a one-on-one with you to get your personal opinion -- I promise itll be lots of  fun!  AND Im not pushy.  Id like to ask you a few questions about your skin and exposure to Mary Kay, okay?  Great. 

      1.  Are you using Mary Kay now or have you ever?

            -  which products?

      2.  What products are your using now?  Full line?

      3.  What is your skin type....

            - dry, real dry......normal.....combination.......oily, real oily????

      3a. IF OILY -- about what time during the day do you get an oil break-through?

            Oh, so what youre using now isnt really working, is it?

      4.  What do you wash with -- every night?

      5.  Do you use a mask or scrub?  How often?

      6.  Do you use a toner or astringent?  How often?

      7.  Do you use a moisturizer?  Day & Night?  Same one?

      8.  What kind of foundation to you use -- liquid or oil-free......cream.....cream to powder?

Great, now Katie, what color are your eyes?  Hair?  what color lipstick do you most often wear?  Will you wear White, beige or Black? Great, which?

Well, the class starts at 7 and I know well have a great time -- can I count on you to be there by 10 of 7 so I can pamper you to a SATIN Hands treatment -- plus itll help Veronica earn another gift?  Thanks so much.  By the way, I asked Veronica to only invite a few, so if you cant make it for any reason please let her know so that she can invite someone else and still receive all her Hostess Credit.

Look forward to meeting you at Veronicas Katie!

Final COACHING TIPS:
1.   Ask for DIRECTIONS to her home the minute you book it -- this way she envisions you DRIVING to her home.
2.   PRE-PROFILE -  Get that GUEST list w/phone numbers  -- (I always say FRIENDS, not guests)
4.   Remember, its NOT her job to call you back, even if she says she will.
5.   When you Pre-profile the guests, use the CORRECT script
6.   Use the word INVITE instead of ASK - we love to be invited -- even if we cant or dont want to go!
7.   If your Hostess ever says, and she occasionally will, NO ONE WANTS TO COME, say,   Youre     kidding?  Do they NOT realize its fun, no obligation to buy and their face will definitely look and     feel softer & smoother &  prettier?  Veronica that amazes me, but no prob you and I are gonna      have a great time and youll be so glad you said YES!

What are the skin types?   
Seven types: very dry, dry, normal-to-dry, normal, combination-oily, oily, extremely oily.

It is helpful to know what their current skin care regime is:
1.  If someone says they have dry or very dry skin ask if they are already using MOISTURIZER.  If they arent, chances are their skin is really normal to dry.
2.  If someone says they have combination-oily, oily or very oily, ask 2 questions:
(1) What time during the day to you get an oil-breakthru?  
      (If before 10a.m., then they do have extremely oily skin)
(2)  Are you currently using a TONER or similar product?

The following is what I would recommend:
1. Very dry: Extra Emollient Cleansing Cream (it was MKs original cleanser for everyone, and is an OPTIONAL ITEM in the Customized Skin Care category on the Cons. Order Form)  Hydrating Skin Freshener, Moisture Rich Mask, Advanced Moisture Renewal Treatment Cream for the day, and Extra Emollient Night Cream for Night and Day Radiance#1 CREAM foundation.
2. Dry:  Gentle Cleansing Cream (Formula 1), Hydrating Skin Freshener, Moisture Rich Mask, Either Enriched Moisturizer (Formula 1) or TimeWise Age-Fighting Moisturizer for the day, Advanced Moisture Renewal for Night and either Cream or Liquid Day Radiance, which ever she prefers.
3  Normal-to-dry: Should be fine with TIMEWISE, either Cream or Liquid Day Radiance, which ever she prefers, and probably Advanced Moisture Renewal Treatment Cream for her Night moisturizer in the Winter months.
4.  Normal: Same as #3 above
5.  Combination-oily:  TIMEWISE, Oil-Free Day Radiance (possibly Liquid Day Radiance, which ever she prefers).  Possibly Night-time Recovery System for Night Moisturizer
6.  Oily:  Possibly TIMEWise with Oil Free Day Radiance, may need to use a Blemish Control Toner, and may need to use Oil Control Lotion during the day.
7.  Extremely oily:  Classic #3 -- Deep Cleanser, Blemish Control Toner, Clarifying Mask, Oil Control Lotion and Oil Free Foundation.

Hint:  Think of skin types as body shapes, and you will realize HOW important it is to get the RIGHT SIZE !!! 

Gals -- just in case you're having postponements.....

attached & here -- the double booking scripts in red....

these are what I have practiced -- some are my words -- most are from my mentors over the years!  Gina Ulicny