Network marketers are tasked with helping people determine what they need, want or don’t want and seeing if their product or opportunity meets that requirement. Support representatives help people fix a problem with a product, find something they need or want or cancel something they don’t want.
With that in mind, I’d like to give you an inside view of the First Class MLM Tools Support Center and what network marketers can learn from customer support reps.
Kristyn agrees that the roles of network marketer and customer support representative are similar. She says that her Support team abides by the principles Tim teaches and especially these:
1. Learn how to communicate effectively.
“We know and use the Inviting Formula and 10 Communication Qualities so that we can communicate more effectively with our customers,” Kristyn says. “Learning these skills and methods developed by Tim will help every network marketer tremendously.”
Networker Takeaway: Communication is your key to helping more prospects and your own success.
2. Do what you say you will do.
“On our website, we commit to returning all phone calls received by 1 p.m. the same day. We return all emails received by 1 p.m. the same day,” Kristyn says. “Messages received after this time are returned right away on the next business day. We stick to this policy.”
“Tim [Sales] once said to networkers that if you agree to call someone at 2 p.m. that you dial the phone at 2. Not at 2:10 or 2:04. Call right at 2. If you’re going to prepare something for your prospect to download and have it ready to send by Tuesday, then make sure it’s sent when you said you would send it.”
Networker Takeaway: Building credibility is your lifeline to more customers and team members.
3. Make each prospect/customer feel listened to and unique.
“First class support means that every customer is unique to us and we want them to feel important and listened to,” Kristyn says. “We stay away from ‘cookie cutter’ emails and try to personally address each message because each customer is important to us.”
Networker Takeaway: Put all your focus on helping each and every prospect as an individual.
4. Follow through and ensure each prospect/customer has all the information they need.
“The other key component to first class support is doing our best to thoroughly resolve an issue and give all the data to a customer so we help them and they can move on their way.”
Networker Takeaway: This is similar to helping facilitate questions in the Inviting Formula, and ultimately helping your prospect get what they need and want. It boils down to helping the prospect at every level.
5. Know your product.
“Our staff has to be knowledgeable on so many levels,” Kristyn says. “They have to provide technical support for MLMBrilliance.com and for our lead program. They [R1] have to be an encyclopedia of info and the benefits of every product so that they can make helpful and useful recommendations to customers. Finally, they have to be familiar with Tim’s training and methods and his most popular training articles when someone has a training-related question.”
Networker Takeaway: Without product knowledge, you can’t be a resource to your prospect. In other words, “Know what you’re talking about” which is Tim’s Communication Quality #8. When you’re knowledgeable about your product (and company) you are a tremendous force for good to your team, your customers and your prospects.
I’d like to thank Kristyn for opening up the door on what it’s like to help our customers and thought this was a nice parting thought from her:
“We have AMAZING customers. We love to talk with them and get to know a lot of them on a first name basis. They are kind and friendly and have a sincere desire to learn and be successful; they have huge ambitions and want to make a difference in this world. They are working hard to make their business ‘go’ and it’s a privilege for us to be a part of their growth and development as they build a business.”
Curious about the rest of the First Class MLM team? Meet us here.
About the Author
Amanda Brandon is the First Class MLM Tools blog and newsletter editor. She grew up in a family that earned extra income from network marketing. A former journalist for the food industry, she has spent the past 10 years helping network marketers and other entrepreneurs manage their online presence and content marketing programs.
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