Livercare Process Generic
- 1. Flowchart 1 - Consumer completes Livercare questionnaire at home & gets results in-store Consumers do quiz online Consumer is notified Consumer should also be contacted by 1 • Nominate store to get results 2 by receipt of email from 3 store to set up time to go through results Cabot Health to go to using consumer’s telephone number nominated store to (shown in address bar on results envelope) collect “We have your their results Livercare results, would you like to How HeaLtHy make a time to come is your Liver? and review them?” ES MR JON t Home S ouse your H Consumer goes to store Consumer subscribes to 2 or 6 week program 4 5 • Review results with Livercare consultant as required • Get program guide/recipes Stores are ready! • Buy product/s store Most staff have completed training to become Livercare consultants © Livercare - Cabot Health 2010
- 2. Flowchart 2 - Livercare Consultant Training Process 1 2 3 4 store Sales Consultants Become a Livercare consultant On Line Training Get Accredited 1 2 Log on for Training 10 sections www.cabothealth.com.au/retailer 3 mins per section CONSuLTaNT at work at home TRaiNiNG Certificate Click on Livercare tab sent to sales rep at store 5 6 7 All stores with at least Store will receive Log in to see store allocation of consumer participants one trained Livercare results from consumer (for more detail, see Flowchart 6) consultant listed on participants Livercare database. Reg Smith Camden NSW 0555 555 555 rs@555555.com.au Paula Digby Camden NSW ES MR JON STORE 0555 555 556 C/- THE STuMP pd@555555.com.au BLaCK Arthur Wentworth Camden NSW 0555 555 557 aw@555555.com.au iteD aCCreD Jack Nicholson Camden NSW store 0555 555 559 jn@555555.com.au Angelica Pittown Camden NSW 0555 555 558 ap@555555.com.au © Livercare - Cabot Health 2010
- 3. Flowchart 3 - Livercare consultant and consumer interaction process 1 Store gets consumer results by mail Store staff to call consumer and set up time to 2 Consumer comes to store 3 Explanation of Livercare results Hi I’m Mr Jones. Hi Mr Jones, I’m familiar with the Livercare go through results (consumer telephone number in I’m here to get my program. Here are your sealed results - would address panel on results envelope). Results to remain Livercare results. you like me to review them with you and discuss sealed until consumer arrives. the findings or would you prefer to review them store MR JO ES MR JON STORE C/- GO NES BEXLE ViTa THE Y C/- STuMP BLaCK ES MR JON STORE 2 - 5 minutes E C/- TH STuMP BLaCK 4 Review Product Recommendation 5 ask for sale and cross-sell where applicable. Recommend based on interaction. 8 ask for Product Recommendation Pages and review with consumer. 6 Make sale 1 minute Offer ongoing support and re sto suggest they store the mm . end ed Explain benefits and 7 Review Livercare Program plan and recipes. assist with product dosage. 2 minutes call or visit you eco . . . . features of each again soon! ly R H igh cause product be .. e. ... aus bec Write in supplements . and dosage al ... tion ause . Op c be Don’t forget to write in your details on front of 2 - 5 minutes Livercare planner © Livercare - Cabot Health 2010
- 4. Flowchart 4 - Consumer follow up after Livercare detox program 1 2 3 Consumer returns to store 4 Explanation of Livercare follow-up results FOLLOW uP Results of follow-up Hi Mr Jones, nice to see you again! Customer logs Questionnaire Hi I’m Mr Jones. Would you like to go through your in with email are sent to I’m here to get my Livercare follow-up results? address after nominated store. Livercare follow-up recommended Envelope will be results. Livercare detox marked “iNiTiaL (2 or 6 week) and aSSESSMENT” or ES MR JON TORE completes follow- “FOLLOW-uP” to C/- T HE S STuMP up questionnnaire differentiate results. BLaCK 2 - 5 minutes 5 Review Product Recommendation 6 ask for sale and cross-sell where applicable. Recommend based on interaction. 9 ask for Product Recommendation Pages and review with consumer. 7 Make sale 1 minute Offer ongoing support and r e suggest they sto store the me nde d Explain benefits and 8 Review Livercare Program plan and recipes. assist with product dosage. 2 minutes call or visit you Rec om . . . features of each again soon! . hly use . product Hig eca b ... se ... becau Write in supplements .. and dosage nal ... O ptio cause be Don’t forget to write in your details on front of 2 - 5 minutes Livercare planner © Livercare - Cabot Health 2010
- 5. Flowchart 5 - Livercare retailer portal Column 1 Column 2 Column 3 Column 4 Column 5 Column 6 1 Log in at www.cabothealth.com.au/retailer Reg Smith Camden NSW 2 Go to the Livercare Tab 0555 555 555 rs@555555.com.au Paula Digby Camden NSW 3 Review customer activity 0555 555 556 pd@555555.com.au Arthur Wentworth Camden NSW 0555 555 557 Column 1 – Customer name and contact details aw@555555.com.au Jack Nicholson Camden NSW Click on the customer name and consumer results 0555 555 559 will appear jn@555555.com.au Angelica Pittown Camden NSW Column 2 – Date when customer completed 0555 555 558 questionnaire and date when the results were ap@555555.com.au mailed from Cabot Health to your store Column 3 – High level overview of consumer result (2 wk or 6 wk and how many products recommended) For store use!! Column 4 – Contacted by : enter in the name of the staff member who has contacted the consumer and press save (a date will automatically be generated for tracking purposes) Column 5 – Served by: enter the name of the staff member who served the customer. Column 6 – Sale amount : optional but useful to track performance of promotion Lower Section Consumers logged in but not completed the questionnaire (they may Harry Royal have run out of time or been “knocked out” by a screening question) hr@puffin.net.au © Livercare - Cabot Health 2010