Sales Consultant Information & Training Manual

Transcription

1 Sales Consultant Information & Training Manual Version 2.1 1

2 Index 1. Introduction.Page 5 A. Welcome to Norwex B. Mission and Ideology, Core Values, Operating Philosophy, and Vision Statement C. Short History D. Entry into North America E. Norwex Overview F. My Leader s Responsibilities G. Consultant Requirements 2. Bookings.Page 15 A. Why Bookings are Important B. Leads C. Other Ways to Get Bookings D. Overcoming Booking Objections 3. Hosting Program..Page 21 A. Host/Hostess Benefits B. Host/Hostess Coaching C. Host/Hostess Goal Setting D. Encouraging Bookings E. Inviting Guests F. Recruiting Your Host/Hostess G. Keeping Your Host/Hostess 4. Presentations.Page 29 A. Objectives B. Prepare Yourself C. Checklist D. The Presentation E. Things to Remember 5. Order Placement. Page 37 A. Starting Up B. Checklist of Must Haves C. Norwex Consultant Services Website D. Guide to Online Order Submissions E. Norwex Micro Site e Newsletter Ripple Effects 2

3 F. Mail & Fax Order Submissions G. Host/Hostess Order Form H. Sales Summary Forms I. Methods of Payment J. What Happens When an Order Has an Underpayment? 6. Recruiting..Page 59 A. The Advantages of Recruiting and Duplication B. Recruiting Cold Markets C. Building and Training Your Team D. How Can I Be Successful at Recruiting & Duplicating? 7. Goal Setting.Page 65 A. Goal Setting B. Set Your Sights C. Purpose of Goals D. Be It Do It Have It E. S.M.A.R.T. F. Quarterly Goals G. Goals in Personal Development 8. Tradeshows.Page 71 A. Standards of Excellence B. How to Get Started C. Be Sure to Advertise D. Requirements 9. Product Information.Page Policies and Procedures.Page 95 A. Consultant Code of Business Conduct Policy B. Norwex Media Policy C. Norwex Branding Strategy D. Order Placement Policy E. Delivery Policy F. Shipping Procedures G. Customer Service H. Trade Show Procedures I. Refund / Exchange Policy 11. Contact Information...Page 107 3

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5 INTRODUCTION 5

6 A. Welcome to Norwex Congratulations on your decision to become part of the Norwex team. As you are now self employed, you can experience the freedom to establish your chosen financial goals, set your own hours, and create the scope of the business you wish to build. With independence to create the business you envision, comes interdependence and collaboration. Although you are your own boss, you are not alone. We offer a variety of training resources to help you expand your business. A valuable resource is your upline, who is committed to your success. Your upline is available to answer your questions and offer training and support as you step out into this exciting venture. At Norwex we always encourage open communication. You are welcome to exchange ideas and offer comments about our products. As a valued member of the Norwex team, your success is our success. We believe in you, our products, and the satisfaction that awaits you. With ownership of your business comes responsibility to uphold the Norwex core values of Integrity, Trust, Respect and Honesty. Welcome to Norwex! We look forward to working with you! Sincerely, Debbie Bolton, CEO B. Mission and Ideology, Core Values, Operating Philosophy and Vision Statements Company Mission and Ideology The Norwex mission is to improve quality of life by radically reducing the use of chemicals in personal care and cleaning. So why is our company mission so important? To reduce the use of harmful chemicals at home is extremely important. It is now scientifically proven that the many chemicals surrounding us in our everyday life may be dangerous. These chemicals cause and aggravate diseases like asthma, allergies and cancer to name a few. In the last 50 years some 80,000 new chemicals have been 6

7 created. The vast majority of these chemicals have never been assessed for their danger to human health. By reducing the use of chemicals in our homes, we also reduce the release of chemicals from our homes into the environment. Ecology is about the way human beings, animals and nature interact and influence each other; there is a strong and direct link between a healthy earth and a healthy populace. When a change occurs in one area of this balanced interaction, the consequence emerges elsewhere. Radical man made changes can overthrow the delicate balance of the natural environment resulting in unwanted changes. A disturbing example is the current climate which is most likely the result of pollution. There is no doubt the ecological aspects of the use of chemicals is becoming increasingly important. On the other hand, we believe in humanity s ability to change the present trends, and we want to make a step in the right direction. We want the earth to become a better place for future generations. Norwex provides the opportunity to create a legacy, and to be able to say I made a difference; I made a step in the right direction, by improving quality of life in a profound way. This is the core of the Norwex ideology. In accordance with our mission and ideology our branding message is: improving quality of life We want to improve quality of life in four different ways: 1. When we radically reduce the use of chemicals in our homes, we reduce the risk of diseases and acute poisonings. 2. By radically reducing the use of chemicals in our homes, we reduce the chemicals we emit into our environment. Thus we are improving quality of life. 3. By using Norwex personal care and cleaning products our customers will experience the difference and know they are not being exposed to dangerous ingredients. Thus we are improving quality of life. In summary, our mission and ideology is, to improve the quality of life rather than the standard of living. 7

8 4. In addition, we know that we also have improved quality of life for the thousands of consultants who have made their dreams come true by joining with Norwex regardless of whether they do Norwex part time, full time or big time. Core values After developing our ideology, we linked it with a set of company core values. Values are unwritten rules about how people should interact. Norwex core values are integrity, trust and respect. The ideology of Norwex is directly linked to our core values. Honesty is an integrated and underlying part of all these values if you prefer, you could therefore say Norwex has 4 core values. INTEGRITY is a crucial foundation for all human relationships. Without integrity human relationships fall apart and people are not able to work together. At Norwex integrity is a matter of principle as our company mission is in itself of the highest moral standard we want to improve quality of life which means we want to help mankind. It is therefore critical that we adopt the same high standards in our work. Integrity is to be honest and morally upright. We believe that honesty is part of the definition of integrity. Another element of integrity is that there must be consistency between what we say and what we do we must walk the talk. A person of integrity is typically acting ethically. We are proud to say that sharing and caring is a major part of the Norwex way of doing business. To TRUST a person is the same as to rely upon the person. There are strong relations between integrity and trust. Integrity is the foundation of trust. It is not possible to trust a person without integrity. To RESPECT a person is to hold that person in high regard. All human beings deserve respect. To receive respect confirms the individual s worth as a human being. If you demonstrate respect towards another person, that person s self confidence will increase. We hope you now see how our ideology and our core values are intended to strengthen and serve as a guideline in your daily work with Norwex. Integrity, trust and respect are the basis of how we do our Norwex business. Implementing and living by our ideology and these core values have proven to result in success. 8

9 Operating Philosophy 1. To empower our sales consultants to achieve their personal and financial goals and dreams while operating within our corporate core values using superior products, and having access to training, ongoing coaching and support. 2. To help our customers improve quality of life by radically reducing the use of chemicals in personal care and cleaning. 3. To stand behind all our products with a guarantee that promises and delivers Total Customer Satisfaction. 4. To build an organization where people are encouraged to continually expand their capacity to create the results they truly desire. Vision Statement Norwex will be a growth oriented, customer focused marketing company! Delivering outstanding customer service on a consistent basis requires hard work and focused discipline. There must be company wide commitment to the vision and top management must insist on the priority of delivering high quality service to our consultants, host/hostesses and customers. What can the Norwex customer expect? To be treated with respect To be treated fairly High quality products and services Employees and sales consultants who are knowledgeable about the products Prompt delivery of ordered or purchased products Accurate invoicing, billing and shipping Friendly and courteous employees Any errors and problems to be resolved in a timely and expedient manner We understand that in order to gain an edge over competitors, our commitment to customer service must permeate the entire organization. The following must be in place in order for us to have success and a consistent and definitive edge over our competition in the area of customer satisfaction: 9

10 Strong Leaders High performing employees who are well suited to their jobs Genuine commitment to outstanding service Clear goals and objectives about customer service Efficient processes Discipline about doing the right things the right way Clearly defined policies and procedures Organization wide approach to customer service A very high level of accountability C. Short History In spring 1994, still in the pioneering days of a new product named microfiber, a local cleaning company in Dal, Norway received a sample of a new cleaning product to use in their day to day cleaning without using chemicals. They soon realized the enormous potential that this new product could have on today s cleaning methods. Soon thereafter, the Norwegian operating company, Eidsvoll Miljøprodukter, went into business selling, marketing and further developing microfiber as a material used in modern cleaning products. Bjørn Nicolaisen, one of the original founders, is still today the chairman of the Norwex group of companies worldwide. The goal has always been to produce a more environmentally friendly and efficient cleaning product requiring only water. This has led to a huge decrease in the use of chemicals and other non biodegradable detergents. To maintain a cleaner and healthier environment is an integral part of the Norwex philosophy. Today Norwex is a multinational group of companies with sales to consumers in Europe, North America and Australia. We are further established in the Far East with our own microfiber factory and a unique quality control system. We are continually doing research to develop and invent future generations of antibacterial microfiber. We are different; we stay ahead! D. Entry into North America In June of 1998 on a visit to Norway, Gerd Doroshuk was given a red microfiber cloth by her sister, Jorunn. Gerd was told this cloth would clean her whole house using only water. On her arrival back home, Gerd showed the cloth to Debbie Bolton who immediately saw the huge potential in selling this concept in Canada. Contact was made with Eidsvoll Miljøprodukter. In September of that same year, Debbie and Gerd went to 10

11 Norway to see if they were interested in expanding to Canada. They definitely were. The name NORWEX was chosen (which stands for the NORWegian Experience); a fitting name to represent top quality products. This cloth made it possible for Norwex to start operating in Canada in April of Norwex is becoming a familiar name worldwide because of one little red cloth! E. Norwex Overview World Class Leader Norwex is a customer focused, growth oriented, world class leader in marketing the environmentally friendly concept of improving quality of life. World Class Service The success of Norwex is the result of its high quality service and product standards. Exceeding our customers expectations and providing premiere value and quality are our top priorities. World Class Customer Satisfaction A dynamic product line. Competent staff available for customers and consultants to obtain information and assistance. An excellent exchange/refund policy, which guarantees Norwex products against defects. Competitive pricing. Continually expanding consultant resources designed specifically for Norwex consultants. F. My Leader s Responsibilities As a Norwex Consultant, you are part of a team. Your Leader s responsibilities include: Working with you to customize an action plan designed for your specific business goals. Providing field training. Holding regular meetings. Ensuring you receive timely information, e.g. cancellations, sales, etc. 11

12 G. Consultant Requirements As you begin your new business, we recognize that you choose this as a method of setting your own hours. Some of you may only want to do one or two parties a week or month, while some may choose to hold a party every day. Norwex has designed a great plan for success that was established for all consultants. There are three types of consultants 1. A current consultant is a consultant that maintains retail sales of $250 every six months to remain current in our system. When a consultant does not meet this minimum requirement they will be considered as Inactive in our system. 2. An active consultant maintains sales of $250 every 3 months. If you are a Team Coordinator through to Senior VP Sales Leader, this is the status that each of your qualified recruits needs to maintain in order for you to receive monthly manager s pay. As a Team Coordinator through to VP Sales Leader you are also required to meet your minimum sales requirement. Please refer to the current Success Builders brochure for more information. 3. An engaged consultant is a consultant who has $ in sales in the current month. Promotions are based on engaged consultants. We encourage all consultants to attend regular meetings, annual conference, Webinars and many other training opportunities, as well as maintain weekly contact with your Leader. 12

13 Notes 13

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15 BOOKINGS 15

16 A. Why Bookings are Important The lifeline Bookings are the lifeline of your business; without them, you have no way to sell your product! It is recommended that you book a minimum of 6 to 8 presentations within the first three weeks of starting your business. This will ensure: Goals A great start to your business while you are motivated New bookings at these shows to increase your income potential Greater confidence in your presentations An immediate income to cover the cost of building your kit Establish and determine your goals: The amount of money you would like to make The number of presentations you can handle per week The nights you are available to do shows The number of shows per week it will take to meet your goals Striving for weekly activity will keep you motivated and supplied with future bookings. B. Leads Possible sources for leads could be family, friends, neighbors, work associates, professionals and organizations in which you are involved. Make a F.R.A.N.K list: F: Friends R: Relatives A: Acquaintances from work, church, etc. N: Neighbors K: People you meet through your Kid s school, activities, etc. Leave Catalogues and Business Cards. Consider that every person you see is a potential customer. Leave a card and a catalogue with people you see on a regular basis. 16

17 The following spaces have been provided for you to write in possible leads: Call Backs Call Back leads are another excellent source of bookings. When following up with people, you can generate bookings by promoting our Hosting benefits. Some sources of Call Back leads are people who: Purchased at past presentations Asked you to call when specials were available Were interested in hosting a later presentation You met at a presentation and developed a rapport Ask for e mail addresses so you can easily send monthly specials, upcoming sales or events that you may be having and the monthly customer e Newsletter Ripple Effect. C. Other Ways to Get Bookings Talk about Norwex Talking about the great products Norwex offers with everyone you meet can generate new business. Don t limit yourself. You will be surprised at how quickly you can expand your customer base. Invite people to book a presentation with you. You lose nothing by asking, and the worst anyone can say is, No! Referrals If someone declines your offer to host a show, leave a card and catalogue anyway to keep the contact. They may be more inclined to shop from the catalogue and may call 17

18 you later with an order. Nearly everyone knows someone who would be interested in entertaining and hosting a home presentation. Additional Incentives You can offer special incentives of your own to generate bookings. When a new product is available, you could offer it as a special draw for those who book their presentations by a specific date. Call your regular customers to let them know of the specials if you think it may be something that they would be interested in or something that they purchase on a regular basis. Set Goals Make it a habit to talk to five people a day by phone or in person. The more people you talk to, the better your opportunities for bookings. A general rule of thumb: speaking to 5 people a day, every day for five days, will result in at least 5 bookings. How to get people interested: Current host/hostess or customer specials Specials you as a consultant may wish to generate New products Plan what you will say before you call. Arrange for your calls to take place in a quiet area where you won t be disturbed. Have all the necessary information about the individual in front of you so that you will appear confident and professional. Remember: follow up on any commitments you make to ensure a strong relationship and customer loyalty. Leads File Set up your own Leads File and use it to generate bookings. Keep ongoing records of leads you have acquired from any source, e.g. customer order forms, networking with friends and co workers. 18

19 D. Overcoming Booking Objections Understand the Objection With a little gentle persuasion, these objections can be turned around. The most important thing is to understand clearly what the objection really is. When an objection is voiced, you may ask: If it weren t for that, would you host a presentation? In most situations, the answer is yes! The following is a sampling of the types of frequently used excuses and suggestions on how to overcome them. I don t know enough people. Point out that you don t need to know many people. Suggest that they ask each guest to bring one or more friends, which would increase the attendance. If they have just moved into a new neighborhood, suggest that a smaller size will make it more cozy and informal. Remind them that they can take outside orders and get bookings in advance, which will add to their total Host/Hostess credits. I don t have time! Remind them that our presentations are successful because many people have difficulty finding time to shop. Assure them that the show will be fun and unique. If they state that they have attended several presentations for Norwex and know what we carry, emphasize how they can benefit from the special discounts and bonuses currently available. Tell them that most of your customers are repeat customers. I ll have to ask my friends first to see when they can come. Remind them that their friends will want to know the date of the presentation. Suggest setting a date that they feel would suit most of their friends. If they encounter problems because the date is unsuitable, they can simply contact you to arrange a more convenient time. All the people I know are here tonight. That s an advantage, as these guests might want to supplement their Norwex products or buy gifts for others! In addition, several guests who were invited to the evening s 19

20 show may have been unable to attend and would probably welcome another invitation. Remind them that, by inviting each guest to bring a friend, they can double the attendance! I am too busy! Assure them that you prefer to work with busy people, as they re the ones who always get things done. Remind them that they can use it as an occasion to entertain the friends they have been too busy to see a great way to catch up with their socializing! I wouldn t want my friends to feel obligated to spend money. Remind them that you don t ever pressure anyone to buy at a presentation and that you would be happy to tell their guests that there is no obligation to buy. Guests usually enjoy the fun evening and end up thanking the Host/Hostess for inviting them! Tell your guests that you simply enjoy offering alternatives to cleaning with chemicals and are trying to improve the environment and save money doing so. It s just too much trouble! Assure them that it will be very little trouble and that you are available to help in any way, including arranging refreshments. You can offer to mail the invitations, put packages together and do the set up. Notes 20

21 Hosting Program 21

22 A. Hosting Benefits Norwex provides one of the best Hosting Incentive Plan in the industry. The many benefits provided to the Host/Hostess encourage a continuous supply of bookings. Norwex 4 Star Hosting Plan Star #1 5 buying guests = 1 Enviro Cloth (antibac) 8 buying guests = 1 Enviro Cloth (antibac), 1 Body Pack (antibac) 10 buying guests = 1 Enviro Cloth (antibac), 1 Body Pack (antibac), 1 Car Cloth 13 buying guests = 1 Enviro Cloth (antibac), 1 Body Pack (antibac), 1 Car Cloth, 1 Microfiber Mitt (antibac) 15 buying guests = 1 Enviro Cloth (antibac), 1 Body Pack (antibac), 1 Car Cloth, 1 Microfiber Mitt (antibac), 1 Kitchen Scrub Cloth Star #2 Host/Hostess Allowance for total of customer orders at the show: 8% of total customer sales, with sales up to $ % of total customer sales, with sales of $ $ % of total customer sales, with sales of $ and above Star #3 Host/Hostess Allowance for booking gifts: One Window Cloth Star #4 Host/Hostess special of the month (Booking required). This is based on Subtotal A on the Sales Summary. The levels for this benefit: $ 325 in sales and 1 booking $ 500 in sales and 1 booking $ 750 in sales and 1 booking $1,000 in sales and 1 booking 22

23 B. Host/Hostess Coaching Your Host/Hostess is your business partner, and as such, you will need to invest quality time to ensure that there is a high comfort level. Effective coaching is the key to a successful presentation for both you and your Host/Hostess. Often, you will meet new Host/Hostesses during your presentations. When talking with them for the first time, be sure to make an accurate record of their name, address, telephone number, e mail address and the future show date and time. Offer your business card and encourage them to call if they have any questions or concerns. Take time to discuss the upcoming show. Briefly outline the Host/Hostess benefits and explain that you will provide more details when you meet prior to the show. Instruct the Host/Hostess to develop a guest list and indicate that you will follow up to discuss progress within the next three days, at which time you will leave invitations, catalogues, and order forms. As your goal is to keep your new Host/Hostess excited, be sure to set a date for the Host/Hostess coaching session. This should occur within seven to ten days from the scheduled show date. At the coaching session, take a few minutes to get acquainted. Discuss and decide upon the best location for the presentation, taking lighting and room size into consideration. Agree on the setup to avoid any confusion on the day of the presentation. C. Host/Hostess Goal Setting This is an appropriate time to establish some goals with your Host/Hostess. It is very important that you have all the necessary information regarding Host/Hostess goal setting. This includes: A current Norwex catalogue. Samples can also be left to encourage sales. The list of Host/Hostess benefits (be sure that you fully understand them before you try to explain them). Any current Host/Hostess Bonus information (monthly specials). It is important to generate enthusiasm before the presentation. One of the best ways to motivate your Host/Hostess is to discuss the Norwex 4 Star Hosting Plan. 23

24 This provides an opportunity for you to list all the products that could be earned from hosting the show. Together you can estimate how many guests and how much in sales needs to be generated to earn the desired products. Seeing the products in action will make the reality of earning them more appealing! Describe any Host/Hostess Bonuses (monthly specials) that may be available at the time of the presentation. This Host/Hostess Benefit is a wonderful incentive and should never be overlooked or underestimated. Together, review the guest list and determine if there are any guests who would potentially like to host a show. Make a note of their names, and encourage your Host/Hostess to follow up with them ahead of time, to see if they might be interested. D. Encourage Bookings One of the most important reasons for coaching is to obtain further bookings. Invest time building a relationship with your Host/Hostess. You will develop a mutual trust and respect that will result in a willingness to recommend you to friends and solicit further bookings. Encourage your Host/Hostess to solicit bookings from friends, whether they attend the presentation, or not. Talk about the incredible Host/Hostess benefits that Norwex offers and how more bookings can increase those benefits. E. Inviting Guests Enthusiasm Your Host/Hostess will need to be very enthusiastic and positive when inviting guests. The information in the Norwex 4 Star Hosting Plan provides valuable tips on how to invite guests and create a successful party. Don t limit invitations Encourage your Host/Hostess not to limit the invitations to only friends and family but to extend them to neighbors, relatives, and co workers. Previous Norwex customers are sometimes the best people to invite as they like our products and can vouch for their quality. Invite each guest to bring a friend or neighbor; a diverse group of guests will add variety to the presentation and broaden your customer base as a consultant. 24

25 No show factor In any situation, there is always a no show factor. As a rule of thumb, to account for last minute cancellations, advise your Host/Hostess to invite twice as many guests as required. Payment When inviting guests, advise your Host/Hostess to mention that payment is required when the order is placed and that payment can be made by cash, cheque (made out to the consultant), Visa or MasterCard. Ensure that you familiarize your Host/Hostess with our delivery and refund/exchange policy. Additional Coaching Tips Throughout your coaching, remember that your enthusiasm shows that you believe in the company and the product you sell. Planning and follow up are essential to your success in the business. The key to success is to instill trust in the relationship. When you promise you will get back to your Host/Hostess, be sure that you do! This will encourage your Host/Hostess to do all that is necessary to make the presentation a great success. Ensure you maintain regular contact with your Host/Hostess to see how the arrangements are progressing. Offer encouragement and assistance if needed; it is imperative that your Host/Hostess does not feel neglected. The day of the show is often the time when problems arise and this is when your support and encouragement are most important. Call to reassure that you will arrive half an hour ahead of time and talk about how much you are looking forward to the show. F. Recruiting Your Host/Hostess Offering the Opportunity Having collaborated with your Host/Hostess on the presentation, you will both have had the opportunity to work together. Your Host/Hostess will have developed more confidence through your coaching, and a keener interest in our products and business opportunity. A great potential recruit! Talk about the enjoyment you get from working as a consultant and the terrific rewards you receive. Discuss how you are determined to make your goals a reality. Your enthusiasm is contagious! Make sure that your Host/Hostess has a Success Builders as this is an excellent resource for all potential recruits. 25

26 Ask for Referrals If your Host/Hostess does not express interest in becoming a consultant, ask for referrals of any friends or relatives who may be interested in the business opportunity. Never burn bridges ; your Host/Hostess may hold many more shows for you and become a loyal Norwex customer. G. Keeping Your Host/Hostess Remember Birthdays Keep track of your Host/Hostesses birthdays. You may even want to offer them a discount on anything they might like to purchase during that month. Think about it 20 Host/Hostesses during one selling season means 20 more multiple orders for you! Hold a Host/Hostess Draw You can use anything you like a gift you have purchased, a Norwex gift certificate or Norwex product. Decide on the eligibility requirements; e.g. the Host/Hostess is eligible to enter the draw with every $200 in sales plus one booking per show. Showing the prize to your Host/Hostesses will act as an added incentive. You might want to hold a draw several times a year: Valentine s Day, Christmas, Easter, Mother s Day or whenever you feel is appropriate. You decide on the prize and the frequency. These extra incentives are an investment in your future sales. Say Thank you with a gift On the night of the show, give your Host/Hostess a small thank you gift to show your appreciation. Many very successful consultants have used these suggestions. Use them you will be pleased with the results! Follow these guidelines and use the tools provided; they will result in a highly successful presentation and a happy, contented Host/Hostess! 26

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29 PRESENTATIONS 29

30 A. Objectives There are four main objectives: To satisfy our customers To make sales and build satisfying relationships To book future presentations To recruit new people There will be numerous opportunities for you to meet these objectives during each presentation. The key is to focus on these objectives during your presentations. Let your natural enthusiasm radiate; it will illustrate to everyone how much you enjoy what you are doing! Review your goals before each presentation. This will motivate you to meet your targets for sales, new bookings and prospective recruits. Enlist the help of your Host/Hostess; two people working toward the same goal are more powerful than one person working alone. B. Prepare yourself Ensure you are totally familiar with your product line before the presentation. This may involve spending time using the products. Try them out. Read the product notes so the information will be familiar. Practice until you are comfortable. At the beginning, you may want to prepare a cue card that will outline what you want to cover and when you want to mention it so you will be sure not to miss anything! Review the steps listed under The Presentation ; they will help organize your thoughts. C. Checklist Review the following checklist. It will help you remember everything you will need for your presentation: Your kit containing Norwex products Norwex Catalogues and Success Builders Order forms (Customer and Host/Hostess) Pens Calculator 30

31 Business cards Cash float of approximately $50 Date book Current information about Host/Hostess Bonus and Customer Specials D. The Presentation Set up We recommend that you arrive at the home of your Host/Hostess at least half an hour prior to the time the guests have been invited. This will allow you sufficient opportunity to: Set up the room and organize your table Help your Host/Hostess with last minute details Greet the guests and establish a warm, friendly atmosphere Make your Host/Hostess feel special by thanking her in front of the group and mention the terrific Host/Hostess bonus she will receive. Many consultants keep the Host/Hostess gifts that remain the same in their kit so that these are available for the Host/Hostess right away. It is also an incentive for other guests to make bookings when they see the products awarded. 31

32 NOTES ON DOING A PRESENTATION Welcome everyone. The products I am going to show you today will revolutionize the way you clean your home, your business and your vehicles. This is a major step towards improving your quality of life. Before I start, I d like you to think for a moment about these 4 statements: Save money Save time Improve health Improve our environment Save Money: reduce the use of chemicals, sponges and paper towels in your home by up to 90%. The average household spends $450 $600 a year on these items. Save Time: our cleaning system saves time and effort. In today s busy world, it has been proven that our system cuts cleaning time by 50% or more. Improve Health: you don t breathe, touch or ingest chemicals. Dirt and dust are removed instead of spread around. You have a cleaner indoor climate, which reduces allergies and makes your home a healthier place to live. Improve our Environment: the satisfaction of knowing you are doing your part to preserve the environment for our children and their future. I ll start with the Antibacterial Microfiber Enviro Cloth that can be used on literally everything. An Enviro Cloth contains 2.9 million metres of fiber. The fiber can be compared to a human hair split lengthwise 100 times. Here you would continue about all of the benefits of using microfiber with only water rather than chemical cleaners. 32

33 E. Things to Remember Key Ideas Key ideas like bookings and recruitment should be mentioned three or four times during your presentations. People do not always hear an idea the first time it is presented. Punctuality Do not keep your guests waiting for latecomers; it is very important to always start your presentations on time. Not only does it convey professionalism, but it also sends a clear message that you respect your guests time constraints. Show Appreciation Show special attention to your Host/Hostess at every opportunity to show your sincere appreciation. This will encourage future bookings with you; not only from your Host/Hostess, but also from other guests everyone likes to feel appreciated! Write Down Leads Remember to write down any leads or personal information guests may have shared with you during the presentation. All of this information can be used to promote goodwill and future business. Gift Giving Occasions Suggest upcoming gift giving occasions, such as birthdays, anniversaries, Valentine s Day, Mother s Day, Easter, Christmas, etc. Writing up Orders When writing up orders it is important to listen to everything the customer is saying. Respond in a lowered voice as this offers privacy to your customer. Make sure that you fill out the entire form. This will ensure easy replacement for warranty purposes and also help with follow up. Bookings Always ask for bookings. When customers place an order, ask them if they would be interested in receiving free product by booking a party. Have your calendar ready and offer a few dates you have available. Always have a Host/Hostess package ready with information on hosting a party. 33

34 4 Start Host/Hostess Rewards Your Host/Hostess will be interested to know how many Stars they earned as a result of hosting a party. Refer to page 22, Hosting Benefits to confirm what your Host/Hostess is eligible for: 1. Determine Star #1 Benefit, by how many buying guests your Host/Hostess has. 2. Tabulate the % of Host/Hostess Allowance by adding the customer orders totals before taxes and shipping/handling charges. 3. Star #3 is awarded for each party booked at your Host/Hostess s party. 4. When the party is entered, Subtotal A will determine the $ level of the monthly published Host/Hostess Special. Your Host/Hostess will feel that they have been well rewarded for hosting the presentation. Sample Handouts The following page is a sample handout that you may wish to print off copies and hand out at your presentation. 34

35 Norwex Microfiber Microfiber is a blend of polyester and polyamide. This fiber is about 1/100th the size of a human hair. When this high quality microfiber is combined with the right knitting process, it creates an extremely effective cleaning material. This material can hold up to seven times its weight in matter. Unlike many other types of cloth that smear dirt across the surface you are trying to clean, microfibers produce an electrostatic charge which removes dirt, germs and bacteria to leave you with a clean, highly polished surface. Microfiber picks up dirt, grease and moisture, leaving the surface clean and dry. Traditional cotton cloth pushes dirt and moisture around, leaving the surface moist and unclean. Norwex Antibacterial Microfiber Norwex has developed a unique technology that combines an antibacterial silver based agent with our microfiber. In laboratory testing, Norwex antibac microfiber has been proven to remove up to 99.9% of the bacteria from a surface and inactivate it within 24 hours. The silver antibacterial fiber has selfpurification properties, where germs and bacteria are inactivated. This means cleaner cloths, less frequent laundering and reduction in cross contamination. Microfiber cloths can be used wet or dry Dry: The static effect created when using Norwex Microfiber Cloths dry enhances the ability to attract dirt and dust particles. As you lightly wipe the surface, the microfiber attracts and draws up even the smallest particles of dust, trapping them in the fibers until the cloths are laundered. Wet: The microfibers work together to give an excellent cleaning effect. Wet, wring and wipe away dirt and debris from all washable surfaces. Caring for your microfiber products To save the environment and reduce the use of detergents, we suggest that slightly dirty cloths and mops be washed under warm running water with a little Norwex Dishwashing Liquid, rinsed thoroughly and used again before laundering. Launder microfiber cloths in hot water with other lint free laundry Use Norwex Ultra Power Plus or another environmentally friendly detergent without fillers and bleach to clean our products. Do not use bleach or fabric softener on microfiber. Bleach and fabric softeners destroy the product s ability to clean effectively. Do not use on anti glare coated surfaces. Use our Rubber Brush to remove dirt and debris from the mops between launderings To deep clean, remove stubborn stains or odours from smelly cloths, Norwex microfiber can be boiled for10 minutes to allow fibers to swell and release the debris. Where to use Norwex Microfiber? The Norwex cleaning system can be used most anywhere cleaning is required home, office, vehicles, recreation equipment and even personal care. As always, test all products in an inconspicuous place prior to use. 35

36 Notes 36

37 Order Placement 37

38 A. Starting Up Starting up can produce excitement for every new Sales Consultant, however, it can also turn into frustration if you receive the wrong product or your totals become inconsistent. Norwex will do everything possible to ensure the accuracy of your order; however, to ensure a prompt and accurate delivery, all information must be entered accurately when submitted to the Head Office. Canadian Contracts and Starter Kit Agreement All new Canadian recruits must complete, sign, and date the Norwex Canadian Sales Consultant Contract and forward to Head Office for authorization. The Starter Kit Agreement section must be completed and signed and sent with payment information for your Starter Kit. Be sure to check that all forms are legible and signed in the appropriate places. USA Contracts and Starter Kit Agreement All new USA recruits must complete, sign, and date the Norwex USA Sales Consultant Contract and forward to Head Office for authorization. The new USA recruit must also complete, sign and date the USA Starter Kit Agreement and forward to Head Office with the USA Sales Consultant Contract. Be sure to check that all forms are legible and signed in the appropriate places. Please allow Head Office hours to process new Sales Consultants applications. Supplies All new Sales Consultants require a consultant number to place a supply or product order. To be well prepared for your first presentation, ensure that you have all of the necessary supplies. The Supply Requisition form has all the supplies you require. When you order online from the site, you are able to access the invoice created and print, if required for tax purposes. B. Checklist of Must Haves Host/Hostess Order Forms / Customer Order Forms Catalogues Success Builders Sales Summary Forms 38

39 Paperwork is an essential part of your business, so it s imperative that you understand how to complete forms accurately to avoid delays and provide excellent service to your customers. The Head Office staff is available to offer any extra support you may need. You will complete three main forms on a regular basis: Customer Order Form Host/Hostess Order Form (see Sample B) Online Entry System forms C. Norwex Consultant Services Website ( The Consultant Services Website is available to all Norwex Consultants free of charge. This site was created as a portal for submitting orders online, to give you more information, and help you build your business. The site is a work in progress; we will be making changes and updates to further benefit you. Important: To access the website, you must have an up to date address on file. Step 1: Go to Step 2: Enter your consultant number in the Username box. Enter your on file address in the password box. Step 3: Click the "Login" button. If your information is correct, beside the log in box it will say password sent. Step 4: An alpha numerical password will then be sent to you from Norwex, to your address. This process will take about 1 2 minutes. Step 5: Retrieve your password from your and start again at Step 2, please enter the new password. Features: Home This page contains the Latest News & Updates. Please review this page often to ensure that you are up to date. Downloads This page contains newsletters, forms, training, policies & product images & logos. 39

40 To access this information click on the + sign on the left side of the section you would like to open. * When first accessing the Consultant Services Website, please be sure to review the tutorials available under the Training Section. Genealogy This page will contain the members of your team, people that you recruit. Bookings This page is where you will submit your order through the Consultant Services Website. Orders This page contains a list of the orders that you have submitted. If you are missing an order, you can check here to see if it has been processed. You can also click on the address of the order to track the parcel through Canada Post. SubTotal A This page contains a list of your SubTotal A totals for the past 13 months. Profile On this page you can check the address and phone number that we currently have on file. You can also change your password on this page. There is a section called: Web Catalog Language If you are a French speaking consultant, there are sections of the site available in French. Click the Change to French button to access these sections. Logout Please click this each time you are leaving the site. D. Guide to Online Order Submissions Canadian/USA Party Sales Order Log In and your home screen opens. 40

41 For a party order, click on "Bookings" If a list of bookings appears, and the party you are submitting the order for (as indicated by the Hostess name) appears on the list, choose that party by clicking on the shopping cart to the right of the name of the Hostess. o A message will appear You will have only five days to complete this order once created. Are you sure you want to create it now? o Click "OK" will create a new party order, and will open the Shipping screen. o Continue on as shown below under #1. Shipping If a booking list does not appear (a message will appear "You have no outstanding parties"), or if the booking you require is not listed in the list of bookings, a booking must be created (from the Hostess information of the order being submitted) in order to begin entering the order. Click on "Create a New Booking" at the top of the Booking screen. A "Create a New Booking" window will open. o Complete the Hostess Name, Party Info (date), Address 1 and Telephone number. o Insert the postal/zip code and click on "Search Zip Code". A postal/zip code box will open. Click on "Select" to choose the postal/zip code that denotes the Hostess address (in the US, one zip code may have more than one city and/or county designations). The postal/zip code box will close, and the window will return to the Booking screen and automatically populate the City, State/Province, Zip/Postal code and Country cells. o Click "Create Booking". Window will open to a Booking screen and show the booking you just created. o Click on the shopping cart to the right of the booking to begin entering the party information. o A message will appear You will have only five days to complete this order once created. Are you sure you want to create it now? o Clicking "OK" will create a new party order and will open the Shipping screen. 1. Shipping will default to the Hostess address. If you wish to use an address other than the Hostess address, make changes in this screen. If the order is to be picked up at Norwex Head Office, click on "Local Pickup". A message will appear "You will be contacted when your package is ready for pickup. Shipping and Handling charges will not apply". o Closing the message without clicking "OK" will default the shipping address to the Hostess address. 41

42 o Click "OK" to confirm local pickup. o Hostess Name, and Telephone number will remain the same. Address 1, City, State/Province, Zip/Postal Code and Country will change to Norwex Head Office address. o Click "Submit Change". You must click on Submit Change in order for the Local Pickup revised address to be saved. o If you do not Submit Change, the shipping address will default to the Hostess address, and the order will be shipped to the Hostess and charged the respective shipping and handling and resulting taxes. If you wish to ship the order to the Consultant or an alternate shipping address, insert the shipping Name, Address and Telephone number. o Insert the postal/zip code and click on "Search Zip Code". o A postal/zip code box will open. o Click on "Select" to choose the code that denotes the shipping destination of your order (in the US, one zip code may have one or more city and/or county designations). o The postal/zip code box will close, and the window will return to the Shipping screen and automatically populate the City, State/Province, Zip/Postal Code and Country cells. o Click "Submit Change". You must click on Submit Change in order for the revised address to be saved. o If you do not Submit Change, the shipping address will default to the Hostess address, and the order will be shipped to the Hostess. 2. Click on "Party Info" tab. Choose the number of buying guests. o Click "Submit Change". You must click on Submit Change to save the changes to the Party Info. If you do not Submit Change, the number of buying guests will revert to "0", and the shipping and handling and resulting taxes will calculate incorrectly. 3. Click on Items tab to open window to begin entering product. o Enter Item Number and Quantity, checking that the guest amounts and the host amounts are correct. If these amounts are not accurate, the hostess discount will not calculate correctly. o Click Add Item to Order. o Entered item will appear lower on the screen, along with a running calculation of your order s totals and taxes. o Continue to enter items. 42

43 If you do not know an item number, clicking on Search Catalog, located under the Item Number cell; this will open a catalog window. Clicking on the desired Item Number will return you to the Items window and automatically fill in the Item Number. Continue entering order. o To delete an incorrectly entered (eg: entered as a guest ordered item rather than a host ordered item), or to decrease the quantity of an item, once it has been added to the order, the item line must be deleted by clicking on the x to the right of the item to be changed, and re entering the item. o To increase the quantity of an item, re enter the item number and the quantity by which the item is to be increased. o To see the amount of tax calculated, click on Taxes at the lower right of the screen. A Taxes box will appear indicating a breakdown of taxes automatically calculated based on the shipping destination of the order. o Click Close to close the Taxes box. 4. When all items have been entered and you are ready to pay for the order, clicking on "Payments" tab will open a payments window. Enter Name on Card, CC Number, expiry date Month and Year, and Amount of charge. Click on "Process Payment". o Continue to enter credit card information and payment amounts until the order is paid down to $0.00 or an overpayment results. An order cannot be submitted if the invoice total is not fully paid. o A credit card payment can be viewed and printed, or deleted and reentered, by clicking on the respective cells at the lower right of the screen. 5. When all payments are completed, clicking on the Bookings tab will open a window to enter future parties booked from this party. Click on "Add a Booking to This Party". o A "Create a New Booking" window will open. o Complete the booked party's Hostess Name, Party Info (date), Address 1 and Telephone number. o Insert the postal/zip code and click on "Search Zip Code". A postal/zip code box will open. Click on "Select" to choose the code that denotes the address of the Hostess (in the US, one zip code may have more than one city and/or county designation). 43

44 Window will return to the Booking screen and automatically populate the City, State/Province, Zip/Postal code and Country cells. o Click "Create Booking". o If you do not click Create Booking, a booking will not be created, and the hostess rewards for booking a party will not be included in the order. o When all the required information has been entered, click the "Finish" tab. At any time throughout the order process, you can click back on any of the tabs to make changes to the order. 6. The Finish window allows you to check your totals and hostess rewards earned on this party. To check the Hostess Rewards, click on "Click" at the lower right of the screen. A Hostess Program box will open listing the hostess rewards earned on the current order. o If the hostess rewards are incorrect, click "Close" to close the Hostess Rewards box, and return to the area(s) of the order to make the necessary changes. o If the hostess rewards are correct, click Close to close the Hostess Rewards box, and return to the Finish window to request or delete shopping bags. The order will default to include shopping bags totaling the number of buying guests plus one. o If shopping bags are not required, click on the box at the lower right of the screen to delete the check in the box, thereby indicating that bags are not required. When the order is correct and finalized, click on "Submit Order". o If the order is incomplete the Submit Order button will not appear and a reason for the order being incomplete will appear (eg: no items selected, incorrect payments). o If the order is complete a message from webpage will appear Once submitted you will not be allowed any changes to this order. Are you sure you want to submit this order? o Click "OK" to finalize the order or "Cancel" to go back and make changes. o Once processing is complete, a message will appear "Your order was successfully submitted". o Click "OK". 44

45 Canadian/USA Direct Sales Log In and your home screen opens. Click on "New Direct Sale" o A message will appear You will have only five days from now to complete this order. Are you sure you want to create a new supply order? o Click on "OK" to create a new direct sale order. 1. Shipping window will open, defaulting to consultant address. If the order is to be picked up at Norwex Head Office, click on "Local Pickup". o A message will appear You will be contacted when your package is ready for pickup. Shipping and Handling charges will not apply. Click "OK". Consultant Name, and Telephone number will remain the same. Address 1, City, State/Province, Zip/Postal Code and Country will change to Norwex Head Office address. Click "Submit Change". You must click on Submit Change in order for the Local Pickup revised address to be saved. If you do not Submit Change, the shipping address will default to the consultant address, and the order will be shipped to the consultant and charged shipping and handling and resulting taxes. If you wish to use an alternate shipping address: o Insert the alternate Name, Address and Telephone number. o Insert the postal/zip code and click on "Search Zip Code". Click on "Select" to choose the code that describes the shipping destination of your order. Window will return to the Shipping screen and automatically populate the City, State/Province, Zip/Postal code and Country cells. Click "Submit Change". You must click on Submit Change in order for the revised address to be saved. If you do not Submit Change, the shipping address will default to the consultant address, and the order will be shipped to the consultant. 2. Click on "Items" tab. Enter Item Number and Quantity. Click "Add Item to Order". Entered item will appear lower on the screen, along with a running calculation of your order's totals, taxes and discount. Continue to enter items. 45

46 If you do not know an item number, clicking on "Search Catalog" will open a catalog window. Clicking on the Item Number you want will return you to the Items window and automatically fill in the Item Number. Continue entering order. To delete an incorrect item, or to change the quantity of an item, once it has been added to the order, click on the "x" to the right of the item to be changed, and re enter the item. To see taxes charged, click on "Taxes" at the lower right of the screen. o Taxes window will appear. o Taxes will automatically be calculated according to the shipping destination of the order. Click Close to return to the Items window. 3. When all items have been entered and you are ready to pay for the order, click on "Payments" tab. Enter Name on Card, Credit Card Number, expiry date Month and Year, and Amount to be charged. Click on "Process Payment". A payment can be viewed and printed, or deleted and re entered, by clicking on the respective cells at the lower right of the screen. 4. When full payment has been made, click on "Finish". At any time throughout the order process, you can click back on any of the tabs to make changes to the order. If order is correct, click on "Submit Order". A message will appear Once submitted you will not be allowed any changes to this order. Are you sure you want to submit this order? o Click "OK" to finalize the order or "Cancel" to go back and make changes. Once processing is complete, a message will appear "Your order was successfully submitted". o Click "OK". Canadian/USA Supply Requisition Log In and your home screen opens. Click on "New Supply Order" A message will appear You will have only five days from now to complete this order. Are you sure you want to create a new supply order? Clicking "OK" will create a new supply order. 1. Shipping will default to consultant address; therefore, screen opens to "Item" window. 46

47 If you do not want to use an alternate shipping address, begin entering items now (go to step 18). If you wish to use an alternate shipping address, click on the "Shipping" tab. If the order is to be picked up at Norwex Head Office, click on "Local Pickup". o A message will appear You will be contacted when your package is ready for pickup. Shipping and Handling charges will not apply. o Click "OK". o Consultant name, and phone number will remain the same. Address 1, City, State/Province, Zip/Postal Code and Country will change to Norwex Head Office address. o Click "Submit Change". You must click on Submit Change in order for the Local Pickup revised address to be saved. o If you do not Submit Change, the shipping address will default to the consultant address, and the order will be shipped to the consultant and charged shipping and handling and resulting taxes. If you wish to use an alternate shipping address: o Insert the alternate name, address and telephone number. o Insert the postal/zip code and click on "Search Zip Code". Click on "Select" to choose the code that describes the shipping destination of your order. Window will return to the Shipping screen and automatically populate the City, State/Province, Zip/Postal Code and Country cells. Click "Submit Change". You must click on Submit Change in order for the revised address to be saved. If you do not Submit Change, the shipping address will default to the consultant address and the order will be shipped to the consultant. 2. Click on "Items" tab. Enter Item Number and Quantity Click "Add Item to Order" Entered item will appear lower on the screen, along with a running calculation of your order's totals and taxes. Continue to enter items. If you do not know an item number, clicking on "Search Catalog" will open a catalog window. o Clicking on the Item Number you want will return you to the Items window and automatically fill in the Item Number. o Continue entering order. 47

48 To delete an incorrect item, or to change the quantity of an item, once it has been added to the order, click on the "x" to the right of the item to be changed, and re enter the item. To see taxes charged, click on "Taxes" at the lower right of the screen. o Taxes window will appear. Taxes will automatically be calculated according to the shipping destination of the order. o Click close to return to the Items window. 3. When all items have been entered and you are ready to pay for the order, click on "Payments" tab. Enter Name on Card, Credit Card Number, expiry date Month and Year, and Amount of charge. Click on "Process Payment". A payment can be viewed and printed, or deleted and re entered by clicking on the respective cells at the lower right of the screen. 4. When full payment has been made, click on "Finish". At any time throughout the order process, you can click back on any of the tabs to make changes to the order. If order is correct, click on "Submit Order". A message will appear Once submitted you will not be allowed any changes to this order. Are you sure you want to submit this order? Click "OK" to finalize the order or "Cancel" to go back and make changes. Once processing is complete, a message will appear "Your order was successfully submitted". Click "OK". Shopping Sprees: You can redeem all Shopping Sprees through the Consultant Services Website. When you have qualified for a Shopping Spree*, a shopping cart icon will appear at the top of your screen. Click the icon to redeem your spree. You have 72 hours from the time you click redeem to when the spree must be submitted. If the spree is not submitted after 72 hours, it will expire. Shopping Spree icons that are not opened are only valid for 1 month before they will expire. A Shopping Spree Tutorial is available on the Downloads page under Training/Videos. * Only valid for regular price items. Supplies cannot be ordered when redeeming Shopping Sprees. ½ Price Item for New Canadian Consultants: New Canadian consultants are eligible to receive one item of your choice for ½ price! There will be an icon on your Consultant Services ( account. You MUST redeem this ½ price item within one month from your start date. 48

49 E. Norwex Micro Site e Newsletter Ripple Effects The Norwex Ripple Effect Micro Site e Newsletter can significantly increase your business and earning potential. This powerful tool is uniquely designed to help you keep in touch with Customers and keep them informed about monthly specials and what s going on at Norwex. As a new consultant, we encourage you to take advantage of the 3 month Free Trial Offer and begin the process of personalizing your MicroSite e Newsletter and uploading your customer list. If you have any questions, need help with uploading your customer list of if you need to change your personal information, such as name, phone or e mail, which appears on the Ripple Effect e Newsletter, please send an to [email protected]. If you would like to include your existing website address link within your Ripple Effect e Newsletter, please submit your request in writing or by to [email protected]. Once your website is APPROVED by Norwex Head Office we will add it to your secure portal information and it will appear in your e Newsletter. If you have not yet personalized your Ripple Effect e Newsletter these are the steps you will want to follow after watching the Video Tutorial on the CS site: 1. To log into your Microsite, please visit the If you have your user ID and password available, then proceed to step 2. If you have lost your welcome e mail or cannot log into the site, then from the MicroSite login page click the "Click here to reset your password" link. From the resent password screen please enter your user ID (your consultant number) and click the "reset password" button. You will receive a "reset password" in your inbox. Please add [email protected] to your address book to ensure that our s reach your inbox. 2. Click on the My Account button near the top right hand corner of the page, and double check your language preference. Your language preference is important for when you upload your contact list. The people on your contact list will default to your language preference during the upload. The language preference for your contacts is important to ensure that all Canadian customers receive the English Canada or English French edition, and the U.S. customers receive the English U.S. or Spanish U.S. 49

50 3. Under the Contents tab, upload your picture and enter a personalized message for your customers. If you have customers using English Canada and French Canada, make sure you have put an English message under the English Canada tab, and a French message under the French Canada tab. 4. Under the Subscribers tab, upload your customer data base. Once you subscribe, you have the capability of personalizing Ripple Effect with your picture and personal message and have it sent to your customers on a monthly basis. You ll receive timely, detailed reports that offer incredibly accurate information to follow up with and generate new leads, host more presentations and increase sales. This cutting edge tool is also specifically designed to integrate with social media and mobile technology to help you stay connected with your customers, making it easier for you to run your business. NOTE: The following guidelines are for manually filling out forms that will be submitted by mail or fax. If you are planning to fax your order, please contact Customer Service for fax friendly forms. F. Mail & Fax Order Submissions The Customer Order form is in triplicate and must be filled out for all orders: White copy your copy Yellow copy staple to product bag when you receive the product in the mail Pink copy customer s copy 1. Please make sure the customer s name, address and telephone number are on the forms, as well as the Host/Hostess and consultant s. 2. Don t forget the show date! (For warranty purposes) 3. Total the customer s order 4. Add current S&H 5. Taxes are calculated on subtotal (B) 6. Total your order and specify the method of payment Note: Head Office does not need to receive this form. This form serves as the communication between you and the customer. Please ensure these orders are 50

51 transferred onto the sales summary sheet, and if the customer is paying by credit card, that the credit card numbers are transferred to the Visa/MasterCard sheet provided. G. Host/Hostess Order Form (see sample B) * Numbers in bold parentheses refer to a specific line on the sample indicated 1. Add up the total of the customers' orders (4) (excluding taxes and shipping and handling). This is where the Host/Hostess will receive the discount from. 2. Multiply the customer total by 8%, 10%, or 12%; if the total is: $ or less the discount is 8% $ $ the discount is 10% $ or more the discount is 12%. 3. The percentage of the customer total (shown on Subtotal A) is what the Host/Hostess is entitled to in free product. Inform the Host/Hostess what the discount is and when he/she decides which products they would like, fill in the Host/Hostess order form (3). (Same procedure as the customer order form). Anything over the discount can simply be charged to the Host/Hostess. 4. Total the order (4) and subtract the discount (5). Taxes are paid on the subtotal (6). 5. Specify method of payment. There is no S & H on Host/Hostess orders. Don t forget white copy is sent to Head Office along with the summary! Yellow copy your copy. Pink copy Host/Hostess copy. H. Sales Summary Forms (see sample A) This is your order form to be sent to Head Office. Fill out the party date (6). Specify how many bookings you received from the party. Write the number beside the "Win:" on line (7). Fill in the order date (8). Specify how many customers purchased items from your show. Do not include the Host/Hostess as he/she does not pay shipping and handling (9). Each buying guest will be charged the current shipping and handling charge. 51

52 If the entire order is going to someone else, fill out the shipping details in the center box (10), including their name, address, postal code and phone number. If the entire order is going to you, leave this section blank. Place the entire order on this page. Remember to also include what the Host/Hostess has ordered on the Host/Hostess order form on this page (It may seem redundant, but it is important that the Host/Hostess order be placed on both pages). Monthly customer specials can be entered on the blank lines. (11) The sum of Total Column 1 and Total Column 2 goes in Subtotal (Columns 1&2) (12) The Host/Hostess discount from your Host/Hostess Order Form is inserted here. Subtract the Host/Hostess Discount (12) from Subtotal (11) and place it in (A) Subtotal (13) ** Remember Subtotal (A) and a party booking, determines which level of the monthly Host/Hostess special that your Host/Hostess qualifies for (Star #4 on page 28). Multiply (A) Subtotal by 35% and place it in the Consultant Discount 35% line. (19) (14) Multiply current S&H x each customer order for Shipping/Handling (15) Add (A) Subtotal to Shipping/Handling to get (B) Subtotal. (16) Multiply (B) Subtotal by PST/City Tax amount (17) Multiply (B) Subtotal by GST/State Tax (The way taxes are charged may vary by province. To confirm calculation, call Customer Service.) (18) Add (B) Subtotal + PST/City + GST/State for (C) Subtotal (19) 35% of (A) Subtotal (20) Total ((C) Subtotal (18) minus Consultant Discount (19)) Line 18 will tell you how much to collect in total from customers. Line 20 will tell you how much you owe for the order. Please specify method of payment in the Total Enclosed box and enter amount. Send white copy of the sales summary as well as white copy of Host/Hostess order form and correct payment to Head Office. For Direct Sales and parties with 1 4 Buying Guests (Shipping Premiums), the following shipping applies: 52

53 Subtotal A S&H $4.95 (per guest) $ $ $ $ & Up $50.00 NOTE: Online forms will enter the correct amount by default; you will see this on the Ship Premium line. I. Methods of Payment Full payment for an order should be collected at the time the order is taken. Having the customer pay in cash/cheque enables you to take your commission on the spot. You can accept cash, cheque (made out to yourself), Visa or MasterCard as payment from your customer. When submitting mailed or faxed orders to Head Office, you can pay by Visa, MasterCard, Certified Cheque, or money order. When submitting online order you can pay with either Visa or MasterCard. Credit Card Payments: Visa and MasterCard When the order is to be charged to a Visa or MasterCard, please fill in the card number and expiry date and have the customer sign the Customer Order form. If the order is a telephone order, write T.O. (which stands for telephone order) in the signature space. If a customer makes a telephone order please ensure that the customer receives a copy of the customer order form. This is required for any returns or refunds. If your customers pay by cash or cheque and you will be submitting payment for the entire order, only remit the amount shown on line 20 of the Sales Summary. If your customers all pay by credit card, you will have an overpayment. J. What happens when an order has an underpayment? You are unable to submit online orders with an underpayment. Underpayments May occur when you have: Recorded the wrong prices Recorded incorrect Host/Hostess discounts 53

54 Made calculations or transposition errors Received a personal cheque as payment Customers have paid you in cash and you must remit payment Questions and answers 1. What happens if the Visa or M/C orders total more than total owed to Head Office? Head Office will reimburse commission (if it is over $10) or credit your next order (if it is under $10). 2. How does a customer charge their order to Visa or M/C? Fill in the card number and the expiry date, in the appropriate spaces on the Customer Order form. Have the cardholder sign the form. The pink copy is their receipt. Fill out the credit card summary (Sample C), if mailing or faxing, and be sure to submit with order. Subtract that amount from total payment owed to Head Office and submit the balance. 3. What if the Host/Hostess doesn t take advantage of the full discount (i.e. Host/ Hostess discount is $26.00 and he/she only spends $25.00)? The lower amount applies. This amount is then entered on the Sales Summary. 4. What if all of my customers pay by cash? You would submit with your credit information unless you specify another method of payment. 54

55 Sample A 55

56 56

57 Sample C 57

58 Notes 58

59 Recruiting 59

60 A. The Advantages of Recruiting and Duplication The Sky s the Limit! If you keep it simple you will be successful. No matter how effective and successful you are in Norwex, you ll contribute the most by being duplicable. The more complicated you and your techniques are, the harder it will be to duplicate yourself. You may recruit Jane and contribute greatly to her success, but if she can t duplicate the same for Peggy, the process stops. For your organization to continue to grow in depth, the recruiting, training, and motivation must be simple and duplicable. When it is, the Sky s the Limit! Your Earnings and Team Continue to Grow Since there is no limit to how many times you can duplicate yourself, your team can continue to grow and your commission can continue to increase. This depends only on how well you and your team duplicate yourselves. Remember, Keep it Simple! Creating Jobs and Success In this business we get what we give. That s why some people get so much out of this business. They merely take advantage of the unlimited opportunities to contribute to others. Money doesn t drive this business, but a compassionate attitude does. Your giving drives this business. Remember, the more people you help to be successful, the more successful you will be. With the mission of improving quality of life, we are also making lifestyles better. Duplication One of the most important aspects of a successful business is to ensure you build a strong and effective team. It is imperative that you recruit a team of highlymotivated, enthusiastic people achievers, who will do all it takes to make their business a success. As you will be their role model, they will duplicate exactly what you do; if you settle for mediocrity, so will they! It is imperative that you understand the theory of duplication. 60

61 List 10 Benefits you see in recruiting: B. Recruiting Cold Markets One phase of cold prospecting is sponsoring people who are strangers friends you haven t yet met. You may have heard of one person s talents, but you haven t met him/her and he/she has not met you. Always open the conversation with a sincere compliment. Hello, Jane. You have not met me yet, but I heard of how you built a fabulous organization with. I am so impressed that I would like to share a ground floor opportunity that requires people of your expertise. Are you open to look at it? If yes, set a time and place within the next two days, while she s still curious. You may also meet with someone who is serving you in a store, etc. that you re impressed with. Don t leave thinking, I ll see her next time. You usually only get one shot at it! Say, I m really impressed with how you served me. It s obvious you enjoy working with people. Would you be interested in doing the same thing in a business of your own? 61

62 Share your 30 Second Commercial, such as: I help make cleaning fun with amazing products that work so well that cleaning can actually be exciting!!! I help people take the chore out of cleaning by saving time, money, and creating a safe, healthy place for their family as well as the environment. I help people save time and money cleaning their home, radically reducing the use of chemicals, which can have a huge impact on your family s health as well as our environment. C. Building and Training Your Team If you are going to recruit, you do have responsibilities to look after, such as: 1. First Show The recruiter s first show is her starter show, usually held in her own home and with friends. As the recruiter, you would be responsible for giving the presentation and allowing your new recruit to host the show. Any bookings would go to the new recruit. 2. Training Be sure that your new recruit attends the first available training session in her area. The sooner training is received, the better. Stress to your new recruit that training is essential and mandatory. Training is ongoing and at the training sessions the new consultant will also be updated on specials, promotions and product updates. 3. Keep in Touch. You need to be in constant contact with a new recruit in her first 30 days. In addition to the above mentioned points, keep in touch by phone. Keep the excitement level up. Your ongoing contact will also alert you to any negatives your new person may be getting. When a recruit is active, she will also be in touch with you it s when you don t hear from her that you should be concerned. When phoning, be sure to keep notes who they are going to contact today, when their next show is etc. When you call the next day, you can ask, for example, Were you able to reach Mary yesterday? I m sure she was as excited as you thought she would be tell me what she had to say! 4. Interviews Go with your new recruit to her first 2 interviews (for recruits). When you attend the interview, the following should be in place: The person knows that you will be attending the meeting 62

63 The person has received some background on the Norwex business opportunity and has expressed an interest to hear more. You should be briefed as to why this person would be good in the business and have some background on the person. Your team consultant should know that you will direct the interview and should offer comments only when asked. It is less confusing for the prospect when they are listening to only one person. 5. Keep your team informed whenever you receive new information either verbal or written; be sure to pass it on as soon as possible. This is especially true for those of your consultants who are not able to attend the local meetings that you are attending. 6. Fast Track to Success Once you sponsor someone, set up their starter show to be held within 7 days. During that time period, your new recruit should be observing the show with you and attending training sessions. She should also be setting up bookings at least 6 within the first two weeks immediately following their first show. In building a team, communication is the key. Never be negative with your team. If you have concerns, speak to your manager. After all, your team puts money in your pocket. So to work effectively, keep files on your personal recruits. List what their goals originally were, when they plan to do their $500 week, their $1500 week and so forth. Also, list when their starter show was held, when are their bookings from that show. Then point out how to plan a $1500 week with these bookings. Be there to motivate your team, not to do everything for them. A sign of a good leader is to allocate responsibility to their consultant, so the latter grows in pride and confidence on what they accomplished not what you did for them. When you know they re trying to get to a new position offer your help and encouragement. Remember, giving them what they want, gives you what you want. After they have been trained, keep in touch from time to time so they feel a part of your group. 63

64 D. How can I be Successful at Recruiting & Duplicating? To be successful at duplicating, conditions must be right. Poor recruiting, training and coaching will create poor duplication; excellent recruiting, training and coaching will create excellent duplication. Regardless, the duplication will be perfect! If you sign people up and forget them, you will achieve poor results. By taking responsibility to build strong, independent and successful individuals, providing excellent training and support and acting as a positive role model, you will create an incredibly successful organization. Your goal is to provide your team with a system they can duplicate to create their own success. What are the Essential Components of Success? Integrity, a true desire to help people, genuine enthusiasm for your product and a burning passion to make your dreams a reality are essential. Duplicate these characteristics and you will achieve success beyond your wildest dreams! Andrew Carnegie, America s first billionaire, truly understood the potential of duplication when he said: I would rather earn 1% from the efforts of 100 people than 100% from the efforts of myself alone. Notes 64

65 Goal Setting 65

66 A. GOAL SETTING Developing an Action Plan Now that you have had a chance to understand how you can increase your income, start to calculate: How much you want to earn. How many presentations you want to book. How many people you should recruit per week and per month in order to meet your financial goals. Work with your Leader to create a written action plan and review it regularly. Your Leader will assist and encourage you to meet your goals. Goal Setting Tips Do not procrastinate develop an action plan and work at it consistently until you achieve your goals. Ask yourself each morning when you wake up, What can I do today that will move me closer to my goals? Each night ask yourself, What did I achieve today? When things go wrong, learn from your experiences and try a different approach. Review your goals in detail every six months to ensure that short term and long term goals are aligned. Helping others set and attain their goals may help you fulfill your own! Reward yourself for attaining a goal. Set a percentage of your income aside in a special car or vacation account. You will be amazed how quickly you will build your nest egg. 66

67 B. SET YOUR SIGHTS HIGH! When mind can perceive, man can achieve. A goal is only a dream until it is set in ink, stamped with a date, becomes highly visible, and is acted upon with a burning desire. All successful business ventures start with a plan, a goal and a commitment. Goals are used as a track to run on so you know where you are going and can measure your success from time to time. For example, as a captain of an ocean liner, would you set out on a voyage with no map of where you are going, no idea of how long you expect to take to complete the destination at a cost of thousands of dollars a day? Believe it or not, many people handle their business in just that way! C. PURPOSE OF GOALS 1. Provides a sense of purpose and direction 2. Keeps you on track and offers an opportunity for personal growth potential. 3. Enables you to recharge your physical and mental energies. A well designed goal offers milestones. 4. Increases your chances of accomplishment. Twenty year professional studies show those who used goal setting as a tool achieved more in life with better results. More importantly, those studies show those who recorded their goals achieved 10 times more than those who did not have written goals. D. BE IT DO IT HAVE IT! 1. BE IT Believe in your goal with everything you say and do. Visualize it! 2. DO IT Start immediately doing the things that will allow you to progress in achieving your goal. Take action steps towards it! 3. HAVE IT Attain it, go for it, and achieve it! REMEMBER, OPTIMISM COUNTS IT S THE DRIVING FORCE TO ACHIEVING YOUR GOAL 67

68 E. S.M.A.R.T. S Be Specific when, where, why, what, how M Make sure it s Measurable A Make sure it s Action Oriented (Do IT principle) R Make it Realistic T Calculate the Timing effectively Recap of steps: 1. Imagine it affirmation cards, etc 2. Look at your childhood scripts; change to positive thinking. 3. Remember the Do IT principle action steps to make it happen. 4. Make it real! F. QUARTERLY GOALS TOTAL QUARTER PERSONAL SALES $ INCOME THIS WILL GIVE ME $ TO ACHIEVE THIS GOAL IN SALES, I WILL NEED TO DO: $ $ SHOWS PER WEEK IN SALES PER WEEK SHOWS PER MONTH IN SALES PER MONTH 68

69 RECRUIT GOAL RECRUITS IN 1 st MONTH RECRUITS IN 2 nd MONTH RECRUITS IN 3 rd MONTH RECRUITS IN 4 th MONTH G. GOALS IN PERSONAL DEVELOPMENT I NEED TO DEVELOP SKILLS IN MY AREAS OF STRENGTH AREAS OF CONCERN 69

70 New Canadian Consultants If you reach $ in sales within 3 months you will qualify for a $ Shopping Spree Your recruiter will qualify for a $ Shopping Spree New American Consultants If you reach $ in sales within 3 months your starter kit is free Your recruiter will qualify for a $ Shopping Spree Notes 70

71 Trade Shows 71

72 A. Trade Show: Standards of Excellence When entering a trade show, please ensure that another consultant has not already booked a booth. At Norwex, we encourage teamwork and want to maintain an atmosphere of ethical standards. To continue the excellent teamwork that our consultants have established we do not want to appear to our valued customers that we are in competition with each other. When working at a trade show with other consultants please let head office know to ensure proper processing of paperwork. If you have taken products out on loan, please keep clean and presentable as they will be entered back into inventory upon return to the warehouse. Remember: You are promoting your own business as well as Norwex as a whole. Norwex is a team. If you are working a large trade show and may need some help, encourage other consultants that you know to come and work with you. Trade shows are an experience completely different from home parties and everybody should try at least one. Please contact Head Office if there are any further questions as each trade show is different. Nothing is predestined: The obstacles of your past can become the gateways that lead to new beginnings. Ralph Blum B. How to Get Started The following information will help you prepare for a trade show. Trade shows are an excellent opportunity to generate contacts, gain experience and knowledge about your product and how to sell the right product to the right customer. Set goals for your trade show expectations. Why are you attending? What do you hope to receive; knowledge, information, selling tips etc? The following are some common reasons for participating in trade shows: Sales Potential Clients Increase exposure of Norwex products to the public 72

73 The secret to success at a trade show is keeping attainable goals and not trying to do everything. Choose the goal that you want to achieve and stick to it. Ensure that everyone working with you knows of your goals and you will achieve success. Example of Priority: If you choose sales as your main goal: Have stock available to sell at the show. Set up demonstrations, e.g. lipstick on a mirror to show the abilities of the products. Have handouts for customers to take. If you choose booking presentations as your secondary goal: Hold a draw using Norwex ballots; this will provide you with addresses, phone numbers and customer s interest. The information that you obtain can be used for follow up after the trade show. C. Be Sure To Advertise! Flyers can be used to let everyone know that you will be selling Norwex at this particular trade show. Most places that you visit everyday will allow you to post a flyer. You read them all the time; so does everyone else. Send invitations to your regular customers with a clip out coupon to encourage them to attend. D. Requirements As an Independent Sales Consultant with Norwex the opportunities are endless. Participation in a trade show is one of many ways to expand your business, increase sales and promote information about the great products available. Being a Norwex consultant, you may be able to take product out on loan to have on hand and sell at a trade show. Listed below are some of the requirements and specifications for taking out a trade show package. 1. Consultant pays: a) S&H to send product out (minimum of $15.00, cost is based on weight). b) S&H to return any unsold product. 73

74 c) Base S&H if anything other than the Host/Hostess free gifts (product on the Host/Hostess order form, buying guests gifts, and booking gifts) are being sent out from the party submission. 2. Consultant must have a credit card on file or supply one for each trade show order. The S&H charges will be applied to this card. The card will also hold all products. 3. When you are planning to attend a trade show please call ahead or [email protected]. All orders must be approved before being sent. Make sure that you allow at least five days before the order needs to be sent for approval purposes. 4. All trade show orders must be accompanied by the Trade Show Agreement that will be sent to you. This agreement states that any unreturned or damaged product will be charged to the credit card that was given for the order. 5. All products need to be returned or paid for within 30 days after the date of the trade show. 6. Insurance: The consultant must have their own insurance if the venue requires it. Norwex does not pay any type of insurance for trade shows. 7. If you receive damaged product or were short items please let us know ASAP. 8. A maximum of 2 of each liquid is allowed on a trade show order. If you feel that you require more, there is an agreement available that you can sign stating that you will not be returning any liquids. 9. If any product is returned that cannot be put back into inventory, e.g. A body pack is returned out of the original packaging, you will be charged for that item(s) and the item(s) will be returned to you. 10. You may order one package between one or more consultants who are participating in the same show. 11. You cannot restock; if you take $750 worth of product for a show on the 10 th and sell ½ you cannot reorder another $500 for a show on the 15 th. One show must be finished before another can begin. 12. Please use the label included with your trade show package for returning all unsold products. Clearly write your full name and consultant number on the outside, as well as a note inside the box. If you have more than one box, please copy the same information onto each box. 13. Trade show eligibility amounts are based on the following: 74

75 a) Personal Sales to Date b) Length of time that you have been a consultant c) How many people are expected to attend the event d) How long the show runs Please provide c) & d) (above) when ing for tradeshow information. Once this information has been submitted you will receive an amount, this will let you know how much product you can take out (retail cost). After you have been provided with an amount you can submit an order for the products that you choose. The amount that you are given is the retail cost on the Sales Summary. Filling out a Sales Summary after the Trade Show is finished 1. Fill in all information the same as when you are submitting party sales. Be sure to include all information regarding credit card numbers & bookings. 2. You can use the Host/Hostess discount to: a) Receive a discount on the products that you sold at the show b) Or towards keeping some of the leftover product. 3. When you submit a Sales Summary from trade show sales, only the product that was not included in your trade show package will be sent out. i.e. Host/Hostess gifts, Booking Window cloths etc. If you need to order product that you did not have on hand, please make a note on your cover letter stating which products that you need to have sent out. Also note whether the product on the Host/Hostess order form needs to be sent out. Please note that trade show Sales Summaries are not processed in the same priority sequence as party orders. All trade show summaries are generally processed on Thursdays & Fridays. All tradeshow correspondence, summaries, queries, etc. must be sent to [email protected]. 75

76 Notes 76

77 Product Information This section has been included to provide a general overview of all Norwex products. For more in depth information, please refer to the Norwex Product CD or the CS website. 77

78 Antibacterial Microfiber is the most innovative product in the industry. Only the best is what you have come to expect from Norwex. Cleaning effectiveness, color fastness, absorption and durability remain the same. Norwex Antibacterial Microfiber does not disinfect the surface that you clean. Germs removed from surface are retained within the antibacterial microfiber. The silver antibacterial fiber has self purification properties, where germs and bacteria are unable to live or breed. This means cleaner cloths, less frequent laundering and reduction in cross contamination. The results of our testing showed that the bacteria in the microfiber itself were reduced by more than 99.99% after 24 hours. The Antibacterial agent within the Microfiber demonstrates its effectiveness against strains of pathogenic bacteria, yeast and viruses, for example: E. Coli (Escherichia coli) Klebsiella pneumoniae Proteus vulgaris Salmonella typhi Staphylococcus aureus Streptococcus faecalis Streptococcus pyogenes Candida albicans MRSA SARS coronavirus During testing, our silver agent was shown to begin breaking down bacteria immediately upon contact and to achieve a reduction better than 99% after 24 hours. Because this silver agent is part of the material, the antibacterial effect lasts the lifetime of the product. The following is a brief description of all our products. It will provide you with brief information on: (W) Where to use, (H) How to use, (M) Maintenance how to clean. All microfiber products require the same cleaning instructions, unless otherwise stated. Launder microfiber cloths with other lint free laundry using Norwex Ultra Power Plus or other detergent without bleach or fabric softener additives. It is important NOT to use bleach or fabric softener on microfiber as both destroy the product s ability to clean effectively. 78

79 Microfiber Cloths Enviro Cloth, antibac Static electricity and fine fibers are used for dusting. Use dampened for general cleaning and heavily soiled areas. Small sizes (35cm x 35 cm / 13 x 13 ) are available in 4 different colors. The large size (35cm x 60cm / 13 x 23 ) is only available in blue. The Antibac Enviro Cloth can be used on any surface using only water. This cloth will remove the dirt and dust from surfaces better than regular dusting. You will notice that surfaces that you have cleaned with this cloth will not collect dust as quickly as a piece of furniture that has not been cleaned with an Antibac Enviro Cloth. The Antibac Enviro Cloth contains a silver agent embedded in the material that has self purification properties. (W) All surfaces that need to be cleaned, indoors or out, which can normally be cleaned with soap and water. Use on walls, windows, floors, vehicles, electronic devices, toys, tools, shoes without polish, kitchen and bathroom areas, appliances, sinks, shower, counters, and toilet. Also a great stain remover on carpets and furniture, spray with water and scrub with the cloth to remove the stain. For deeper stains repeat the process over a week. (H) Fold the cloth twice to have the shape of a square; this will give you 8 flat surfaces to clean with. Use, flip over and continue to do this until all surfaces are used. Rinse the cloth in warm water when necessary and continue cleaning. Dry for dusting, attracts and absorbs dust and dirt, will remove most lint and pet hair from clothes and furniture. Dampen cloth (wet, wring out well, and wipe) removes dirt, water, grease and ALL unsanitary residues, leaving a bacteria free surface. On mirrors and windows, clean grime and polish with a dry window cloth. Travel Pack, antibac (smaller Enviro Cloths set of four) Perfect for taking anywhere! (W) The perfect clean up for just about anything including the stain that just got on your pants, those dirty little hands at the drive thru, or that ketchup stain in your car upholstery or carpet! (H) Use dry or wet (stored in a sealed plastic bag) Dusting Mitt, antibac (thick terry cloth texture) Fibres are woven into a higher pile for a higher static charge. The antibac microfiber mitt has a greater surface area, to collect and hold more dust and water than the Enviro Cloth. 79

80 (W) Use dry for dusting all surfaces, great for mini blinds, fans, and hard to reach places. The mitt can be used to dry showers and tubs after bathing to prevent water stains. Can be used wet as well. EnviroTowel, antibac (fine weave, suede feel) This suede microfiber towel is very compact, wet or dry, and super absorbent. Dries quickly! This towel will dry and clean at the same time. Effectively removes water from all surfaces even when damp. Use for sports towel, hair towel, drying dishes, or for dusting highly polished surfaces without streaks. (W) For use on any surface that requires polishing. (H) Use with water only. Window Cloth, antibac (smooth, shiny cloth) Designed to clean, dry, and polish simultaneously, trapping dirt and grime so no residue is left behind. The surface should be clean and streak free. If you see watermarks when you are finished, the cloth is too wet or you are removing residue from old cleaners. In this situation, clean window with an Enviro Cloth first and polish with the window cloth. (W) Windows, mirrors, crystal, glass, brushed and stainless steel, chrome, knickknacks, and other shiny surfaces. (H) Spray water on the surface to be cleaned and wipe dry. For more soiled surfaces clean with a damp Enviro Cloth then polish with a dry window cloth. Car Cloth (grey, shiny cloth) Tightly woven cloth prevents grit from being trapped in the fibres. (W) Use on less dirty surfaces first, such as; car windows, mirrors and chrome. Then move on to dirtier surfaces, the dashboard and other interior surfaces, then the car exterior. (H) Spray on water then wipe off with dry cloth. The car cloth works like a chamois after normal washing, it will polish to a brilliant shine. You may have to remove residues from previous cleaners first with the Enviro Cloth. Car Wash Mitt The Car Wash Mitt has chenille microfiber on one side and microfiber fabric with sponge layer, on the other side that holds soap and water well. It is designed to reduce chance of scratching vehicle paint by gently lifting dirt and washing away grime. (W) For exterior vehicle washing. 80

81 (H) Allows you to wash your vehicle using only water. May be used with soap. Dry surface before water evaporates. Optic Cloth (small flat weave microfiber in a carrying case) (W) Eyeglasses, CD s, camera lenses, DVD s, photos before scanning, LCD screens, computer screens etc. (H) Moisten with breath or water then wipe. (M) To clean, rinse in warm water and hang dry. Clean often as dust particles on cloth could scratch. Mop Pieces & Accessories Mop Starter Packages: Superior and Regular Package includes: Telescopic, ergonomically correct handle, rustproof base, one wet and one dry mop pad. Each piece can be purchased separately as well. Dry Mop Pad: Superior and Regular The Dry Superior Mop Pad contains 100% microfiber so it picks up even the smallest particles of dust and dirt and 99.9% of the germs and bacteria on your floor. The regular Dry Mop Pad is made of 100% polyester. Employing static electricity, both mop pads attract dust, dirt, and hair which stay in the pad instead of circulating through the air. Always use the Dry Mop Pad before using the Wet Mop Pad. (W) On floors, ceilings and walls. Extensive use of the Dry Mop Pad will preserve your hardwood and tile floors. It reduces wear and tear on waxed surfaces as well. (H) Begin mopping around the edges of the room and walk your way towards the center, moving the mop in a figure 8. The will allow only one side of the mop to fill with dirt first. When it is no longer picking up the dirt turn to the other side and continue in the same manner. Use a wet Enviro Cloth to pick up the debris, no longer needing a dustpan. Wet Mop Pad, antibac Blue color is an identifier as the wet mop. Removes dirt, scuffmarks, grime, sticky messes, grease, micro organisms and build up of old floor cleaners. (W) On all smooth, washable surfaces; windows, ceilings, walls, hardwood, laminate, marble, tile, slate, etc. 81

82 (H) Moisten with clean water, wring out and place onto Velcro mop base. You can also spray the surface with water and mop, this will prevent streaking on high polished flooring. For difficult stains or tough dirt, wet the mop, then spray the surface, rub vigorously. Use of a Norwex Mop: No pails Tap water and /or spray bottle, wet the mop pad and go Mop lifts 99% of bacteria Floors dry within 20 seconds Telescopic handles adjust to any height, comfortable for all heights. (Adjust handle height so it reaches the user s nose). Be sure to lock the base. No toxic chemicals 2 sizes 25cm for walls or smaller floor area, 40cm for floors. Saves time. Mop Brackets Snap onto mop base to secure large Enviro Cloth, Car or Window cloth. (W) Two Mop Base Brackets snap onto the top side of the mop base and are used to fasten the Enviro, Window Car Cloth over the mop pad for washing/polishing hard toreach windows. Mop and Cloth Hanger This high quality, versatile hanger can be used for the Norwex mop system and products, garden tools, brooms and more. It contains 1 mop hanger and 3 hooks; no weight limits are listed. Rubber Static Brush Removes hair, lint, crumbs and dust from textiles, furniture and carpeted stairs. Can be used on pets. (W) After sweeping with your microfiber mop, brush off the dry mop with the rubber static brush by sweeping the brush in one direction downward over the surface. Use on furniture to remove pet hair and lint. (M) Rinse under warm water to clean. 82

83 Spray Bottle Water bottle with an adjustable nozzle for stream or spray. (W) Can be used for the application of Odour Eliminator. Also used for spraying water on the floor for mopping. (M) Rinse the bottle each time it becomes empty. Bath & Body Microfiber Pet Set, antibac Set includes super absorbent towel and two mitts that are lightweight and fast drying the towel will dry your pet in less time than regular towels; the mitts allow you to hold your dog with one hand while drying paws, nose, belly and ears with the other. (H) Wet washing hold pet with one hand and clean with wet mitt. To dry pet hold pet in towel while drying paws, nose, belly & ears with the other mitt. Hair Turban, antibac (great for long and/or thick hair) Highly absorbent, designed to be wrapped around wet hair. (H) Kept on for about 10 minutes, this towel absorbs about 70% of the water, resulting in less time to blow dry hair. Body Pack (fine cloth ten times finer than silk; set of 3), antibac Ultra fine fibre technology allowing skin to be cleaned thoroughly with only water (W) Use for removing makeup, regular facial cleansing, exfoliating or in the shower. (H) Wash face then rinse with warm water and hang to dry. Can be used multiple times before washing. Baby Body Pack (same as the Body Pack in a smaller size; set of 3), antibac (W) Use for cleaning baby s face and body without the use of chemicals. Great for cleaning baby s bottom instead of using disposable wipes. Great for cleaning baby s gums. (H) Wash baby then rinse with warm water and hang to dry. Can be used multiple times before washing, if used for bathing. Bath Mat This microfiber bath mat will hold up to ten times its weight in water. Since it is microfiber it also dries quickly, preventing bacteria growth and slipping. (W) Bathroom, doormat, poolside 83

84 Towels, antibac and Baby Hooded Towel Set, antibac (towels are available in two sizes; large and extra large) Luxurious, lightweight, and super absorbent. Microfiber Bathrobe (available in Medium & Large) Is super soft and lightweight and a wonderful way to pamper yourself when you want to kick back and relax in comfort and style! (M) Wash separately from other microfiber. Spa Socks (one size fits most) Made of ultra soft microfiber, the spa socks are a perfect companion to the Norwex Bathrobe. An amazing way to pamper your feet! (W) Great used after foot lotion application. Sport Towel, antibac (suede microfiber) Highly absorbent and perfect for those who work out, play sports, hike, etc. It comes in a small Norwex pouch to make it easy to carry and store either wet or dry. (M) If put away wet, hang to dry as soon as possible. Home Essentials Magnet Ball (W) Prevents calcium molecules from building up in dishwashers and washing machines, resulting in softer water. (H) When using the Magnet Ball, use 50% less soap. NOT for front loading machines. (M) Requires rinsing. Use a Q Tip or microfiber cloth to clean build up inside the ball. Carpet Stain Buster A complete carpet cleaning solution used for shampooing, spot cleaning, deodorizing, and neutralizing. This revolutionary new technology is effective for eliminating proteinbased stains and odours. Keeps working hours after cleaning, and will not leave residues that can attract new contaminants. Neutral ph. *Warning always test on an inconspicuous spot before using. *Warning Do not use on Scotch Guard treated carpets. Bathroom Scrub Mitt 84

85 Microfiber fabric on one side, scrub fabric on other side with extra long fibers for superior results and a sponge liner for extra absorbency. The mitt's scrub side can be used with Cleaning Paste, Descaler or alone. It has a handy hang loop for convenient drying & storage. Sanira Toilet Brush System Both cleaning solution and brush are produced from environmentally friendly raw materials. The cleaning solution is vegetable based with coconut oil and a naturallyoccurring sugar surfactant. The brush does not contain any metal parts. (W) Use only 3 4 ml once a week; the solution will last approximately 1 year. (M) Rinse brush well at least once per month. Sanira Refill The Sanira solution is neither poisonous nor corrosive. It breaks down within 48 hours compared to other solutions that need at least 30 days. Laundry Pre Wash Norwex Laundry Pre Wash is formulated with all natural enzymes as a triple action laundry pre wash that helps remove tough stains detergent alone cannot. It is gentle enough for baby clothes, children s bedding and delicate fabrics and works in all water temperatures. (H) For best results, treat stain when new. Remove excess organic matter; then spray directly onto stain, soaking fabric. Rub product into the fabric covering the stain area completely. Wait 1 to 5 minutes depending upon severity of the stain. Launder according to care label instructions. Ultra Power Plus Laundry Detergent (comes in a convenient re sealable bag) A highly concentrated, superior stain removing powder that is biodegradable and contains no fillers. It cuts through grease and grime, leaving clothes soft and fluffy. Whites are whiter and colors are brighter. Safe on all types of fabric. Washes 80 loads. When used with the Magnet Ball, loads. Dryer Balls (set of two) (H) Place both Dryer Balls in your dryer with laundry, and set dryer at desired heat. The unique design of the Dryer Balls lifts and separates laundry while softening fabrics. This reduces drying time, static cling and wrinkles, naturally, without chemicals. No need to use fabric softener or dryer sheets. (M) When finished drying, remove dryer balls from inside the dryer. Odour Eliminator 85

86 (W) An excellent deodorant for use in washrooms, garbage cans/bins, lockers, changing rooms etc. It removes the source of unpleasant organic odours, and leaves a fresh and clean fragrance. (H) Use diluted 1 part Odour Eliminator to 7 parts water. Highly concentrated, leaves no residue, and will not stain. Mattress Cleaner (W) Mattress Cleaner is designed to remove all organic material on mattresses, sofas and bedding, including duvets, thus eliminating dust mite growth. (H) Apply every 4 months 10 to 12 sprays for double bed; 5 to 6 sprays for single bed. Do not saturate mattress mist lightly. Leave to dry up to 4 hours before replacing bedding. *Not for use on non absorbent plastic crib mattresses. Cleaning Paste (NOT for use on silver or brass) Environmentally friendly cleaning and polishing agent. Cleans, polishes and protects in one application. (W) Use to clean chrome, stainless steel, and aluminum. (H) Rub onto surface area and then rinse with water. Polish with cloth if desired. *Warning Always test on an inconspicuous surface, if you are concerned about the possibility of scratching. Norwex Descaler (NOT for use in coffee pots, machines or any food ware product) An effective and environmentally friendly product for cleaning and removing lime. (H) Spray the liquid on the surface, and let it work for up to 10 minutes. Wash off with a moist Enviro Cloth before surface dries. Spray heavily for first application and then use regularly to prevent lime build up. *Warning Always test on an inconspicuous spot before using. *Warning Do not use on granite, marble or unsealed grout areas. Sportzyme Bioactive formula eliminates organic residues that cause odours. (W) Shoes, sports equipment bags, shoulder pads, knee pads, skates, cleats, helmets, etc. This bioactive formula eliminates organic residues that cause odours. 86

87 (H) For the first application spray heavily over entire surface where the odour is present. Allow time to work and air dry. Let sit for about 48 hours, then re apply if the odour is still noticeable and use any time after that if you notice an odour. Foam Soap also available in a 1L refill The Norwex Foam Soap has been designed to deeply cleanse hands. This pleasantly scented soap leaves hands soft and clean. Comes with a pump. (H) When refilling the pump dispenser, be sure to leave ½ at top to allow for foaming action. Kitchen Cleaning Oven & Grill Cleaner Formulated all naturally and botanically, the Oven & Grill Cleaner creates no heat or boiling action and contains no poisons, acids, solvents or caustics. (H) Pre heat oven to 100ºF and turn oven off before applying product. Apply undiluted to sides and top first, then to remaining surfaces. Allow cleaner to work for 5 minutes. Wipe with damp Enviro Cloth; rinse. After cleaning, heat oven to 200ºF for 10 minutes before using. * Do not use on wood, painted or other delicate surfaces. Drain Care Drain Care is an all natural, botanical blend that creates no heat, fumes or boiling action and contains no poisons, acids, solvents or caustics. (W) Eliminates odours and sluggish drains in sinks, garbage disposals, and showers or tubs. Fresh Wash Specifically formulated as a safe, effective alternative for cleaning fruit and vegetables, protecting produce from damage during storage or transport and extending produce shelf life by 2 to 3 times. (H) To use: Mix one capful (10 ml) to 500 ml of water. Rinse well. Micro Hand Pads (package of 2) Chemical free sponge, with a lightly abrasive surface. (W) Wall drawings, removes crayon with ease, also on office equipment, floors, outdoor furniture, metal. Use caution when using on painted and wood surfaces. Paint may be removed and the shine will fade when used on a polished wood floor. 87

88 (H) Dip in warm water, squeeze out the excess water then scrub the surface to be cleaned. (M) After use, rinse off. *DO NOT USE on auto paint, polished/glossy surfaces, or brushed, satin or dark or faux finishes. * USE CAUTION on painted/wood surfaces, as Pad is abrasive. Dishcloth (white netted cloth with a loose weave) (W) Can be used to wash dishes, and anywhere else where a scrubbing action is required. Use with soapy water. Not effective for wiping counters as this cloth sheds water rather than retaining it. (M) Can be used for long periods of time as the water will not stand in the cloth, allowing the cloth to breathe, eliminating the potential for odours. All Purpose Kitchen Cloth (grey waffle weave microfiber designed to clean grease and debris from cooking) (W) Counters, backsplash, appliances and cupboards. (H) Designed for use with water only. Do not use this cloth for doing dishes and then wiping counters as this will create cross contamination. (M) After each use rinse well and hang to dry. Launder regularly (weekly). Kitchen Scrub Cloth (checkerboard pattern microfiber scrubber cloth) (W) It is specially designed to clean surfaces like pots and pans, also great for cleaning fruit and vegetables. Safe for Teflon. Ideal dish cloth for those hard to clean surfaces. Tea Towel Set, antibac (set, choice of 3 colours) Super soft and absorbent, and dries rapidly, so you always have a dry towel. Each set includes 1 Antibac Tea towel and 1 Antibac Kitchen cloth. Could also be used as a hand towel. Kitchen Cloth Set, antibac (set of 3) Super soft, absorbent and fast drying (W) Kitchen counters, tabletops, stovetops, cleaning the fridge, and dealing with kitchen spills. Spirinett Rust proof stainless steel scrubbers in a two pack. Can only be used WET. 88

89 (W) Heavily soiled areas. Great for tiles, coffee pots, burnt on foods. To clean your oven all that is needed is water and a Spirinett. Do not use on Teflon coatings, flattop stoves, porcelain and auto paint or any other surface that you think may scratch. This product will clean surfaces without the chemical fumes normally found with this type of cleaning. (M) Rinse with warm water or put into the dishwasher. Spirisponge A sponge, covered by a scrubber, that is safe for use on Teflon but use with caution, as it may take the finish off some non stick surfaces. (W) Use this product where elbow grease is needed. (H) Wet and scrub (M) To clean: Handwash with soap or place on the top rack of dishwasher. When the Spirisponge begins to smell, it is time for a new one. * Not recommended for use on stainless steel appliances. Dishwashing Liquid A highly concentrated, phosphate free, biodegradable dish liquid that is pleasantly scented and gentle on hands. Works well in hard water, and is an excellent degreaser for dishes or pre treatment of stains on clothes. Super Jet Dishwasher Detergent Conditions, softens water, and minimizes hard water lime build up. (H) Use 1 Tbsp per load; will clean approximately 40 to 50 loads. Biodegradable. NOT for use in stainless steel dishwashers. ORGANIC PERSONAL CARE PRODUCTS Norwex cares about a healthy environment, and the personal well being of our customers. Our products contain organic, not synthetic, ingredients that are purer, safe for the environment, and gentle on your skin. We choose ingredients that promote a better quality of life, and reduce the damaging effects of toxins. We offer innovative products with ECOCERT certified organic ingredients to revolutionize skin care. ECOCERT is considered the most important organization in Europe for setting the standards for natural and organic cosmetics for consumers. We 89

90 are proud to be one of the first companies in Canada marketing organic personal care ECOCERT certified products! Being ECOCERT certified means that Norwex organic personal care products are free from: mineral oil and silicon emulsifiers such as PEG (polyethylene glycol) viscosity controlling agents such as carbomer preservatives such as phenoxyethanol, parabens or formaldehyde releasers synthetic perfumes synthetic dyes synthetic solvent such as propylene glycol All Swiss alpine plants used by our producer in Israel are approved and certified by Bio Suisse. Powerful combinations of the finest high quality herbs and plants from places like the Swiss Alps and Italy will help keep your skin protected, beautiful and healthy looking. Face Lifting Serum A therapeutic serum to combat the effects of time that contains Organic Aloe Vera and Macadamia, Olive, and Jojoba oils to soften, soothe, nourish, and protect skin. Known to fight the look of wrinkles and promote elasticity and skin vitality. Should be used before applying Day or Night Cream. *Allergy Alert: Contains Macadamia Nut Oil Day Cream A particularly active cream to moisturize the skin that contains the Swiss alpine plants Edelweiss, Artemisia, Marrubium and Nectapure. Be sure to use scoop provided to avoid contamination. *Allergy Alert: Contains Macadamia Nut Oil Night Cream A remarkable organic Night Cream containing extracts of Imperatoria (Masterwort) and Marrubium. Be sure to use scoop provided to avoid contamination. *Allergy Alert: Contains Macadamia Nut Oil Enriched Hand Cream 90

91 Enriched with Imperatoria (Masterwort), the famous plant from the Swiss Alps known for its remarkable soothing properties. *Allergy Alert: Contains Macadamia Nut Oil Shea Butter (an intense moisturizer designed for all skin types) Shea Butter is a 100% pure and natural premium substance that has shown to be a superb moisturizer for the skin. Shea butter is extracted from the seeds of the African Shea Tree. (W) Used for soothing dry, chapped skin, hands and lips or to add gloss and shine to hair when used before shampooing. (H) Rub desired amount in hands to melt the butter and apply. *Allergy Alert: Contains oil from the Shea nut. Face and Neck Gel A refined, natural gel specifically designed with Aloe and Olive oils (H) Use daily to minimize the appearance of fine lines, resulting in healthy looking skin. Olive Oil Salt Scrub Contains 100% Natural Dead Sea Salt with over 26 minerals vital to skin health and Organic Oils provide a long lasting, deep moisturizing effect which lasts all day. Exfoliates and cleans skin better than soaps or cleansers, removing dull, dead skin cells to reveal a younger looking skin layer. (W) Use all over the body, as well as for hand or foot scrubs Fresh Gel Foot Care The nourishing and refreshing qualities of Aloe Vera, Olive Oil and other purely natural extracts help with dry skin imperfections of feet. (W) Used daily the lotion improves skin appearance and leaves feet feeling refreshed. (H) Apply after cleaning feet; especially good after using the footstone. Leg Cream A delicate massage with a small quantity of Leg Cream helps to leave a long lasting sensation of skin freshness and lightness. Daily use helps to improve the aesthetic look, reducing the look of cellulite. 91

92 Herbs Cream Ideal for body care, massaging Herbs Cream promotes a pleasant and long lasting feeling of relaxation and natural well being. (W) On any tense or aching muscles. Shampoo Designed to cleanse and revitalize your hair, Norwex Shampoo leaves your hair feeling soft and smooth. Can be used daily on all types of hair. (H) Wet hair, apply; repeat if needed. Note: This product is low foaming. Hair Conditioner A cream conditioner that moisturizes your hair. (W) Used after shampooing, it starts to work immediately, leaving hair feeling smooth, and giving it a feeling of natural well being. Bath & Shower Gel Delicately formulated, Norwex Bath & Shower Gel refreshes skin leaving a pleasant sense of wellness. (H) Can be used w/ the Loofah pad or Body Glove Personal Care Products Foot Stone (100% pure natural pumice) Foot Stone works wonders in restoring comfort and beauty to your feet. Used regularly, it will keep skin soft and smooth, will remove corns and will prevent the build up of hard callus tissue. (W) Bathe feet in warm water, dip Foot Stone in water, and rub firmly over the affected areas. Apply Foot Lotion to the treated areas. Use each time you bathe or shower. Rinse with warm water after use. *Not recommended for diabetics or people with poor circulation. Consult your podiatrist if you have any concerns. Hand Disinfectant (on temporary hold) A long lasting and highly effective disinfectant against bacteria, yeast, and viruses. Very skin friendly with rewetting agents, and low alcohol content. Leaves hands soft and free of micro organisms. Convenient purse/backpack size. 92

93 Silver Care Toothbrush and Refills Adult size toothbrush created to eliminate bacteria growth and build up. Silver coated, replaceable head. Refills come in packages of 2. Silver Care Dental Floss Fine, mint flavoured Dental Floss with fluoride and silver nitrate. Effective bactericide. Body Glove Norwex Body Glove is a specially designed, soft microfiber mitt that gently exfoliates while you bathe or shower. Use with Norwex Bath & Shower Gel. Loofah Pad Ideal for use in bath or shower, designed to exfoliate skin, leaving it soft and smooth. (H) Simply wet, apply Norwex Bath & Shower Gel, and rub in a circular motion then rinse to remove dead skin cells. Made from the dried fibers of the loofah gourd, this natural sponge lasts longer, and is more hygienic than synthetic sponges. Rinse with warm water and dry before storing. Crystal Deodorant Made from mineral salts, this deodorant is hypoallergenic, non staining and non sticky. (H) Wet deodorant prior to use, and rinse off after each use. Stops odour causing bacteria; does not stop perspiration. Rinse after use. For current prices, colours and item numbers, please refer to the current Catalogue. Warranties Warranty Period Item Item Number 5 Years Magnet Ball Years All Microfiber and mops (handles and bases) 1 Year Dryer Balls Days All other products 93

94 Notes 94

95 Policies AND PROCEDURES 95

96 A. Consultant Code of Business Conduct Policy Introduction This Code of Business Conduct sets out basic principles to guide all Norwex consultants. Those who violate the standards in this policy may be subject to disciplinary action, including possible dismissal. 1. Compliance with Rules, Regulations and Laws All Norwex Consultants are expected to respect and obey the rules and regulations as outlined in their Norwex Sales Consultant contract as well as the laws in the cities, provinces/states and countries in which they will conduct their businesses and operate. 2. Compliance with Norwex Core Values Norwex core values are integrity, trust, respect and honesty. At Norwex, our core values are as important as our company mission and are based on the highest moral standard we want to improve quality of life. Therefore it is important that every Norwex consultant adopt and practice the same high standards in their Norwex business. 3. Competition and Fair Dealing Norwex encourages consultants to achieve their business success through superior performance, never through unethical or illegal business practices. Each consultant should endeavor to respect the rights of, and deal fairly with, their customers and other consultants. A Consultant should not take advantage of anyone through manipulation, concealment, misrepresentation of facts, or any other illegal trade practice. 4. Discrimination and Harassment Norwex is firmly committed to providing equal opportunity and will not tolerate any illegal discrimination or harassment based on race, color, religion, sex, national origin or any other protected class. In keeping with Norwex core values, consultants are expected to treat customers, other consultants and Norwex employees with respect. 96

97 5. Environmental In accordance with our mission and ideology, Norwex wants the earth to become a better place for future generations. Norwex encourages all consultants to partner with the company to create a legacy, to be able to say I made a difference; I made a step in the right direction. When you address your customers you have the benefit of being able to talk about consequences to health and our environment, not only about great products. 6. Record Keeping and Financial Information It is your responsibility to keep honest, accurate and timely records and reports. If you are uncertain, check with your accountant. 7. Confidentiality Norwex Sales Consultants must maintain the confidentiality of proprietary information entrusted to them by their customers, except when disclosure is authorized in writing by such customer or required by law or regulation. Proprietary information covers all information that customers have entrusted to you and includes all non public information that might be of use to competitors or harmful to the customer if disclosed. 8. Waivers of the Code of Business Conduct and Ethics Any waiver of this Code for any consultant may be made only by Norwex Management. 9. Reporting any Illegal or Unethical Behavior Consultants are encouraged to talk to Norwex Management about observed behavior, which they believe may be illegal or a violation of this Code of Business Conduct policy or when in doubt about the best course of action in a particular situation. It is the Norwex policy not to allow retaliation for reports made in good faith by consultants of misconduct by others. B. Norwex Media Policy (Version 3.3, March 2, 2011) 1. POLICY STATEMENT This policy for Norwex (North American division) is designed to provide the guidelines for a Canadian or American Norwex consultant to follow in the advertising, promotion and marketing of their Norwex operations. 97

98 a.) Values This policy shall be followed in accordance with the stated core values of Norwex. b.) Privacy This policy and those responsible for its application shall act in a manner that is protective and considerate of the personal privacy rights of individuals and consistent with Personal Information Protection and Electronic Documents Act and/or any other rules, regulations or laws enacted by the authority having jurisdiction in the area of application of this policy. 2. Purpose This policy is designed to provide a reasonable set of guidelines governing the actions and operations of Norwex consultants in the advertising, promotion and marketing of their Norwex business, while respecting our consultants independence and encouraging fair and reasonable trade practices for all. 3. Understanding This policy is prepared under the understanding that all consultants understand and agree to operate in accordance with the stated Norwex core values: Integrity is the quality of being honest and morally upright. Trust is the expectation or belief that one can rely upon another person s actions and words. Respect implies you hold the person in high regard. All human beings deserve respect just because they are human beings. 4. Scope There is no compromise between success and doing it right a. This policy is to cover all forms of marketing and advertising including, but not limited to print, radio, television, telecommunications and web and social media. b. This policy is to be considered a general guideline governing media and will not supersede any policy past or future that is enacted to govern a specific or direct area of marketing or advertising. c. This policy will however replace all previous versions of the policy referred to as the Norwex Media Policy. 5. Guidelines Following are the guidelines to be followed in accordance with this policy: 98

99 a.) Only the approved registered Norwex logo may be used. No alterations or changes to this logo or its color will be permitted. The use of Norwex in any other form other than text within the body of a message is strictly prohibited. b.) All websites, advertisements and marketing tools must be approved by Norwex corporate office prior to distribution. c.) Creation of any text, images or materials that may confuse the public into believing that they are dealing directly with Norwex Home Office is strictly prohibited. d.) All websites, advertisements and marketing tools must clearly state the name of the consultant and that the consultant is an independent sales consultant in a conspicuous place. e.) Website domain names must be approved by corporate office. f.) If your domain name contains Norwex, your name, first and/or last, must appear in the domain name prior to the word Norwex. g.) Domain names cannot include Town, City, State, Province, or Region. h.) Embedding the Home Office website in whole or in part in another website or duplication in any form without the express written permission of Norwex is strictly forbidden. i.) The use of images produced by Norwex other than those specifically approved for such purposes and available for download on the consultant services site ( is strictly prohibited. j.) Page titling or other forms of Search Engine Optimizing must conform with items e and f and may not be in direct conflict with any other part of this or any policy or directive issued by Norwex. k.) Only corporate pricing is permitted in public forum marketing and advertising. Norwex Home Office Monthly specials may be distributed, however a consultant may not offer other sales on products, specials, shipping, loyalty points or any type of discount to solicit new business or recruits. l.) No false or misleading statements will be permitted. m.) Selling Norwex products on E Bay, Amazon, Kijiji, Craigslist or other such sales sites is strictly forbidden. Offering specific products, discounts or specials not endorsed by Home Office is strictly prohibited. You may however advertise your business and business opportunity on such sites. 6. Compliance Failure to comply with any of the above guidelines or any other Norwex policy or directive may result in a suspension of ordering privileges. 99

100 C. Norwex Branding Strategy Branding Vision The key is to create a good feeling around the Norwex brand name, the whole branding process is all about psychology we must make people want Norwex because it makes them feel good. Our company mission should be presented in as many places as possible and our branding message should be used. We have chosen the branding message improving quality of life. We will be using this branding message on all printed material and advertisements as it reflects the Norwex Ideology and we would prefer if you use it, too. We should use the drop and the rings logo, because this trade mark strongly communicates the company mission. The following are the messages that the Norwex customers should get from the trade mark (the drop and the rings) in the marketplace and should be the message that our sales force should communicates with customers when trying to make sales. The registered Norwex logo of the water drop and rings has the on it and symbolizes several things: Water, in itself, is natural and pure. Norwex specially formulates its personal care line and cleaning products to use only water. The rings symbolize that improving the environment is spreading world wide like the movement of ripples in water. You should remember that when using Norwex trademarks, the drop and rings logo and the Norwex name, you should use these trademarks exactly as they are provided to you by the Head Office, with regards to format, font and/or color. It is not allowed to change Norwex trademarks as they must look the same worldwide. Logos may be downloaded from the CS site. D. Order Placement Policy When submitting orders received at presentations, payment is to be made online by Visa or MasterCard. For mailed or faxed in orders, payment can be made by certified cheque or money order. All orders paid for by cheque or money order will be held until the funds have been received by Head Office. If calculation errors occur, we reserve the 100

101 right to make corrections. This will eliminate delays in processing your customers orders. To accommodate the correction of larger errors, you can authorize shortages to be charged to your credit card by contacting Customer Service. To avoid error in shipping, we ask that you please double check all orders before submitting them to head office for processing. In order to maintain our high service standards and to ensure prompt delivery, all orders must be submitted online on the site, or sent to Norwex by Express mail or faxed to E. Delivery Policy All regular orders will be delivered to addresses as submitted online. Mailed or faxed orders will be shipped to the consultant s address (unless alternative instructions are provided). F. Shipping Procedures Norwex provides Xpresspost delivery service from Canada Post, which allows us to provide the same level of service to all Host/Hostesses, customers and consultants across North America. We try to ensure that orders received by noon (Central Time) are shipped out of our warehouse within 24 hours. G. Customer Service At Norwex, your success is important to us and we re here to help you. While most of your questions and concerns should be addressed by contacting your recruiter, Norwex also provides trained Customer Service Representatives toll free: , between the hours of 8:00am 5:00pm Central Time. Our Customer Service Representatives are available to assist with your questions and concerns. Although we strive to continually maintain a high level of service, there may be times when all our representatives are busy on existing calls. Your call is important to us and we ask you to be patient. If you do not reach us on your first call, please try again later, leave a voice message or send an to [email protected] and we will get back to you as soon as possible. 101

102 H. Trade Show Procedures There is significant interest in trade shows. To ensure the best service to all of our valued consultants, we have the following procedures in place: 1. Orders for all trade shows must be in no later than two weeks before the date of the show. 2. Consultants wanting to purchase a booth at a trade show and have a trade show package sent out to them must have a minimum of $3000 in sales, and a credit card on file with the finance office to ensure good standing and credit with the company. In the case that you are entering with your manager and that person is willing to take responsibility for the product should any problems occur, the need to have $3000 in sales may be waived. 3. The cost of shipping and handling for trade show packages will vary with each order and the cost to be paid by the consultant is at the discretion of Head Office. 4. It is at the discretion of Head Office as to what month the sales will be entered into if a trade show is submitted at the end of the month. The noon rule will apply to all sale prices and Host/Hostess gifts. Your sales may be entered into the following month as it takes time to cross reference all the orders and due to reporting procedures, it may not be possible to guarantee the sales are entered into the month the product was sold. Example: Trade show date April 28 & 29th, order is submitted on the 30th. All sale prices and Host/Hostess benefits will apply for April; the sale may be entered into May. Please call Head Office if you have any questions regarding this policy. 5. We will not send out any Host/Hostess free gifts until all products are accounted for (sold or returned to head office). Ex. Booking window cloth, 5, 8, 10, 13, or 15 buying guests, & $325, $500, $750, or $1000 and 1 booking. I. Incentive Trips Policy 1. Any earned Incentive trip must be taken as scheduled. 2. Once you have been officially notified by Norwex that you have won an incentive trip, you must reply to the notification within the specified timeline. 3. For each Incentive trip earned, there will be a cash buyout offered, unless otherwise noted. 102

103 4. If you have earned an Incentive trip but are unable to travel, you must notify Head Office in writing. This will be considered FINAL and no further changes will be accepted. 5. Air travel for a trip incentive will be arranged by Norwex s chosen travel agency and will be from/to a major gateway city airport. Norwex reserves the right to determine the major gateway city airport. Expenses from the consultant home to the airport and from airport to the consultant s home upon return is the responsibility of the consultant. 6. Accommodations are based on double occupancy for all incentives which include overnight stay(s) at a hotel with the exception of the Go for the Goal trips. For the Go for the Goal trips, if a consultant is travelling without a spouse or guest, and an overnight stay at a hotel is included in the trip, that consultant will have a guest room to themselves. 7. When you earn an Incentive trip, buy ins for additional guest(s) to travel with you will be accepted. This will be limited to one buy in guest who is not an immediate family member. To be considered a guest the individual may not be a Norwex Consultant or a representative of Norwex. The cost of buy ins will be determined by Norwex. Children s or special needs buy ins may necessitate additional fees and/or a second hotel room in compliance with hotel regulations. Norwex reserves the right to limit how many guests can be accommodated. 8. Once flights for any trip have been booked, changes to itineraries will not be accepted. If a consultant chose to go on an incentive trip and is unable to go, any flight change fee will be the consultant s responsibility. 9. While on a Norwex Incentive trip, please remember you are also an ambassador for Norwex. Compliance with Norwex s core values of integrity, trust, respect and honesty should be maintained at all times. J. Refund/Exchange Policy At Norwex, we believe that the customer is our priority and we should be responsive at all times to their needs. We are totally committed to excellent customer satisfaction and we stand by our products. We completely guarantee our merchandise. Should a product fail to perform as intended, it can be returned directly to us for an exchange or refund. If a customer is not satisfied with their purchase, they can return it to us within sixty days of delivery, for an exchange or refund as long as the original customer order form accompanies the item(s). A full refund of the purchase price, less shipping and handling, will be given. 103

104 Our Refund/Exchange Policy lets our customers know how important they are. As a consultant, you are responsible for ensuring that their needs are met in the best way possible. Follow up is the best way to accomplish this. Statistics show that 67% of customers will purchase again if a consultant keeps in touch with them. Minimizing refunds also prevents disappointed customers. Follow up After you have delivered the customers products and they have had a chance to use them, call to ask how everything is working and if they are satisfied with the product that they have purchased. Make sure to leave your phone number in case they have any questions about returning a product or need further instructions for use of a product. Submitting a return Use the following steps to provide the fastest possible service when returning merchandise: 1. Fill out a Return Form see Sample D (available on or request a form from [email protected]). 2. Return the item packaged in a light, durable wrapping. Include a dated copy (pink or yellow) of the original customer order form(s) and a detailed explanation for the exchange(s)/return(s). Indicate whether a replacement, an exchange or refund is required. Be sure that your name and consultant number are clearly marked on all correspondence. Products on Host/Hostess Order form are exchangeable only within the 60 day warranty period. Host/Hostess monthly specials are exchangeable for the same product only if defective. NOTE: All order forms must have a purchase date. 3. If the item(s) being returned is the result of Head Office error or a manufacturer s defect, Norwex will refund the cost of your postage. A copy of the postage receipt must accompany all returns. Postage will only be refunded on regular postage, not on Express Post or courier services, unless Express Post or courier service is more economical. 4. Host/Hostess gifts cannot be returned unless they were received damaged. Host/Hostess monthly specials are exchangeable for the same product only if damaged or defective. We will not give cash credit for nor exchange products that were received free by the Host/Hostess. Items purchased with the Host/Hostess discount can be exchanged only for other items of equal value. 104

105 5. Refunds will be issued to the consultant minus the commission which was received on original order. It is the responsibility of the consultant to refund the customer the full price of the product. Any refund under ten dollars will be left on your Norwex account until ten dollars is reached. 6. We strive to process returns and exchanges within one week from the receipt of the return/exchange by Head Office. This is only possible when: A Return Form is included. All necessary information is legible, accurate and included with the products. Researching the order in old files is not necessary. The item for exchange is in stock. If product is no longer available a substitution, (of equal or greater value or a different colour) will be made by Head Office. Send the product and above information to: Norwex, Box 714, Dauphin, MB, R7N 3B3 105

106 Sample D 106

107 Advertising: Contact Information Please use this address for approval or questions about advertising or websites. Customer Service: Please use this address for product information and general inquiries. E Newsletter: [email protected] Please use this address for assistance required or questions regarding the Norwex customer e Newsletter, Ripple Effect. Incentives: [email protected] Please use this address for queries on shopping sprees, qualified recruits, or incentives. Marketing: [email protected] Please use this address if you have any new product suggestions. Order Submission: Please use the Norwex Consultant Services website to submit online orders. Returns: [email protected] Please use this address for any product return inquiries. Trade Shows: [email protected] Please use this address for queries or submitting trade show orders. Phone: (Local ) Fax: Address: Box 714 Dauphin, MB R7N 3B3 107

108 Welcome to Norwex! Congratulations on becoming a sales consultant with our winning team. Norwex a unique, environmentallyfriendly direct sales company! 108