One of the major responsibilities of being a LifePharm IBO is to interact effectively and respectfully with your prospects. The following is a list of helpful reminders to adapt to your circumstances and be mindful of customer needs when you represent the LifePharm name.
Anticipate customer objections and questions
Before you get started sharing the LifePharm Products and Opportunity, become familiar with all aspects until you feel comfortable enough to answer any questions or concerns you might encounter. You should know what’s in the formula of the products, how they promote better health and whether they contain any ingredients your customer should steer clear of. For example, the main ingredient in Laminine is Fertilized Avian Egg Extract. It should stand to reason that anyone with an egg allergy may experience adverse effects. Make a list of any questions or confusion that arises so you can discuss them with your sponsor or another member of your team. One of the best benefits of network marketing model is the support system you receive from your sponsor and other team leaders. The goal is to ensure you feel confident and knowledgeable when representing LifePharm.
Use analogies
LifePharm IBOs are reminded all the time the LifePharm Products don’t cure, treat, prevent or diagnose any disease, and they are advised not to use those words when sharing the LifePharm Products. Knowing there are certain words you shouldn’t use to describe the products can sometimes make it difficult to convey how they work and why they can be used as standalone products, but are best when used together. LifePharm Research Scientist Dr. Andujar uses the analogy of a house to describe how the four LifePharm Products (Laminine, IMMUNE+++, OMEGA+++ and DIGESTIVE+++) all work together in perfect synergy. Consider borrowing this analogy or creating one of your own to make the products more relatable and easier to comprehended.
Give positive statements
When you enter a roomful of strangers for the first time, who are you more likely to gravitate toward? The pessimist spouting negative commentary or the optimist looking for the positive? Learning to frame your thoughts and your words in a positive manner will serve you beneficially both in business and your personal life. If you have to cancel an appointment with a prospect, make sure you have a follow up date and time available to reschedule. If you are out-of-stock on a LifePharm Product order, phrase the delay positively—“you will be my first phone call when it arrives next week!”—and consider signing up for the Auto-Delivery Advantage program. LifePharm discounts these products for you, they ship free and you never have to worry about running out of product stock.
Be careful of misinterpreted words and phrases
If you’re speaking with an IBO from another country, it’s worth your time to do some research on vocabulary and customs. In English, when you give someone a gift it’s considered a thoughtful gesture. However, in German gift means poison. In the Scandinavian languages gift can mean both poison and marriage. These two meanings are related and stem from the same root word, to give. Using an example from the opposite end of the spectrum, referring to someone as a brat in English is considered a childish insult. But in Russian, Polish, Ukrainian, Croatian and Serbian, brat translates to brother. And, while a kiss is romantic in English the Swedish know this word as pee. A slip of the tongue—however unintentionally—can cause an unrepairable rift with your customer.
Be considerate
LifePharm now operates in 41 countries around the world, which means different languages, customs, mannerisms and time zones to take into consideration. Be sensitive and respectful when considering your audience. Does your prospect live in a time zone three hours ahead of you? Scheduling a phone call at 3:00 p.m. your time may work great with your schedule, but a 6:00 p.m. call for them probably isn’t the most convenient timing. If waking up an hour earlier or staying awake a few hours later is what it takes to make a good impression, grab that opportunity. Use words and phrases that won’t cause any cultural confusion. As the saying goes, you never get a second chance to make a first impression.
Practice active listening
This is always easier said than done. It can be hard to wait until someone finishes talking before you’ve had a chance to express your viewpoint. Maybe you’re afraid you’ll forget the point you wanted to make by the time your customer finishes his or her thought, or you’re so excited to share something you become impatient and accidentally cut them off. But, it’s important to practice the art of active listening so your customer knows you truly understand their needs. If you rush in too quickly with a solution to their problem, they may feel insulted and angry. By waiting until your customer has fully finished speaking, you’ll have conveyed more in actions than in words. If your customer can’t see you during this conversation, use it as an opportunity to take notes. This will not only allow you something to refer back to after your discussion, but you can jot down any points you wanted to make while he or she is speaking. Passion for what you do is a great personality trait. Knowing when to exhibit this passion is just as important.
Keep your customer informed
Everyone knows the feeling of frustration when expecting to hear from someone or receive something and you don’t. It’s annoying, right? There’s nothing that will get your attention faster than losing a customer because you didn’t keep them updated on an order or return a phone call. Maybe you don’t want to deliver bad news, or you want to wait until you have more information before getting in touch. Resist the urge to delay, because hours can easily turn into days, and days into weeks. It takes less than five minutes of your time to send a two sentence email or a text message. Follow up your initial correspondence with a specific day and method of communication you will be in touch with next. For example: “I’ll follow up with you by next Tuesday morning through a phone call or email.” Most importantly, don’t forget to do it! Dependable people are scarce and few; you’ll earn a loyal customer base by sticking to your word.