Customer Appreciation Script

Hi                     , this is                                      with Mary Kay.  I meet you at LA Fitness the other day.  Im calling to let you know your name was picked as a winner of an Indulge Pampering Session for you plus 6 girlfriends and a $            gift certificate.  Congratulations!  Do you have a minute to talk so I can give you the details?  Great!

Have you ever tried Mary Kay products before?

(if she says no, continue to the bolded section)

(If she says yes, ask are you currently using any of the products?.  If no, continue to the bolded section.  If she says yes, ask are you currently ordering from a consultant?  If she says no, continue to the bolded section.  If she says yes, say Great! and explain that we dont take customers from each other, but should she ever need a consultant she can call you.)

Okay, well let me explain what you won.  The pampering session includes a 3 step hand treatment and a skin care treatment for the face that will leave your skin feeling soft and smooth.  You can include up to 6 people to share the pampering session with you.  They can be relatives, friends, co-workers, neighbors; it doesnt matter to me, just 6 people around the table.  Can you think of some ladies you would like to include?  Great!

All we need to do is set up a time to meet.  I hold my appointments on                   days.  Which is better for you?  Great!  My next availability is                        .  Would you prefer      or         (6 or 7)?  Great, Ill pencil you in.  I usually bring my stuff to your house, does that work for you? (or if you do it at your place, then let her know where you live and ask if that is okay)

Okay, I have you scheduled for           at          (date, time and location).  Ill give you a courtesy call 1-2 days before to confirm and see how many people you expect to join us so I make sure to bring enough supplies.

The pampering session usually takes about 2 hours, so make sure to schedule enough time in your calendar.  Can I ask a favor from you?  Great.  I have you penciled in my date book so that means I will be there rain or shine.  Could you make sure that if you need to reschedule for any reason to let me know at least 48 hours in advance so I can reschedule my time?  Thank you so much. 

While I have you on the phone, can I ask you a few questions about your skin?

1.      Do you consider your skin to be dry , normal, combination or oily?

2.      How are you currently taking care of your skin?

3.      Is there anything you would like to change about your skin?

4.      Is your skin tone light, medium or dark?

If I can get your email address, Im going email you and Id love for you to respond with the names and phone numbers of the girlfriends youd like to invite.  Even if you havent had a chance to talk to them yet, Im going to call them a few days before the pampering session and ask the same questions I just asked you.  Sometimes people have skin concerns they dont want to discuss in front of a group, so it gives your guests a chance to ask me questions in private and so Im prepared for the session.

So I have you scheduled for                 at                    .  Do you have any questions for me?  Let me give you my number so if you have any questions you can call me.  (give her your number) All right, Ill see you soon.  Have a great day!

Phone Message:

Hi                     , this is                                     .  I meet you at LA Fitness the other day at                .  Im calling to let you know your name was picked as a winner of an Indulge Pampering Session for you plus 6 girlfriends and a $            gift certificate!  All you need to do is call me back so I can give you the details.  My number is                            and again my name is                        with Mary Kay.  Congratulations!

Email:

Hi Mary,

I cant wait to pamper you and your girlfriends on Friday, February 6^th at 6pm.  Youre going to love the way your skin looks and feels!!  Please reply with the names and phone numbers of the lucky women youve selected to join you.  Ill be calling to ask the same questions I asked you about their skin.  Reply by Wednesday night at midnight and Ill have a free lip gloss for you at your appointment!  (her reply should be two or three days from when you send the email)  

See you soon!

Danielle Melanson

(530) 774-5011  

p.s. Check out the virtual makeover on my website for new ideas on eye makeup colors and application! (give your website or use www.marykay.com if you dont have your own yet)

(the p.s. should be about whatever shes excited to try at the appointment)

Steps To Follow Next

1.      Send an email or mail a postcard within the next few days (same day is best)

2.      Call her guests to pre-profile on the days you mentioned write their information on a profile card so you have it ready at the appointment.

3.      Call her one more time 1-2 days before the appointment to confirm the day, time and location.  Find out how many people she expects to come and let her know who you contacted on her list.

Hi Mary, I just wanted to call and let you know that I left messages for April, Sharon and Becky, but I talked to Sally, Jennifer and Rose.  They are excited about the pampering session.  We are going to have fun and your skin will feel great!  Why dont you go ahead and give those first three one more call to confirm their attendance.  Now, do you have any last minute questions for me?  Great, Ill see you Friday at 6pm at your house (confirm you have the correct address).  Have a wonderful day.

4.      Have a great show!