Sales Consultant Information & Training Manual

Sales Consultant Information & Training Manual Version 2.1 1

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

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 77 10. 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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INTRODUCTION 5

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

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

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

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

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

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 1999. 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

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 $250.00 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

Notes 13

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BOOKINGS 15

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

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

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

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

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

Hosting Program 21

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 $249.99 10% of total customer sales, with sales of $250.00 $749.99 12% of total customer sales, with sales of $750.00 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

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

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

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

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

Notes 27

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PRESENTATIONS 29

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

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

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

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

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

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

Notes 36

Order Placement 37

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 24 48 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 www.norwexcs.com 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

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 (www.norwexcs.com) 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 email address on file. Step 1: Go to www.norwexcs.com Step 2: Enter your consultant number in the Username box. Enter your on file email 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 email address. This process will take about 1 2 minutes. Step 5: Retrieve your password from your email 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

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

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

o Click "OK" to confirm local pickup. o Hostess Name, Email 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

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