Telephone Coaching

Maintaining contact with your hostess during the time between booking the class and holding the class is important. Telephone coaching helps ensure a great class. Make her feel so special that she can't possibly cancel!

Here are the important steps of telephone coaching:

Two days after you book your class, call your hostess to get the guest list.

You'll have it in time to send invitations.

You can call and pre-profile the guests.

Be cheerful and positive. Tell the hostess the class will be fun.

Review the hostess program with her. Make sure she understands what she has to do to receive maximum hostess credit.

If your hostess is having difficulty completing her guest list, offer assitance by reminding her of possible sources, such as relatives, neighbors, church members, and work associates. Suggest that each guest bring a friend.

Tell guests to arrive 15 minutes before actual start time, so everyone starts on time. (i.e., class is for 7:30 tell them to be there for 7:15)

Determine a good location in her home for the class.

Ask your hostess to recommend that guests wear comfortable clothing.

Reassure her of your professionalism by letting her know that you will be there, no matter what.

Check on outside orders, and encourage her to continue to seek them.

End the conversation with positive, enthusiastic expectations for the class

The day of the class, call again to ask for directions to her house and to confirm the appointment.

Pre-Profiling Tips

Get your guest list ASAP.

Call a few days before the class, leave messages.

For all the guests that you haven't been able to talk with, try the day before the class.

Talk with your hostess after pre-profiling and go through her guest list in case there are spots open.

Pre-Profiling Script to Help Ensure a Full Class

If you aren't pre-profiling every guest that's scheduled to attend a skin care class, then you are choosing not to have a full class of six guests, says Independent Executive Senior Sales Director Vicki Auth from Austin, Texas. To help her ensure a full class, Vicki teaches her Consultants to use the following script:

"Hi Gail, this is Vicki Auth with Mary Kay. Do you have a moment? Great! I'm double checking the attendance for Sue's skin care class next Wednesday. I know you received your invitation and I'm putting together the goodie bags for all of you who're coming.

"Gail, what glamour colors do you prefer: naturals, neutrals, cools or warms? Great! I also have a couple of questions about your skin type. "

She then asks the questions from the customer profile and fills out the guest's card as she talks to her over the phone. This creates less paper work at the class.

"Ok, I have all your information and I really look forward to meeting you. Gail, because this is more of a personalized, hands-on demonstration, Sue was only able to invite six women to attend, so can we count on you to be there? Great!!

"One last thing, if I could help you with one concern or something you're experiencing with your skin, what would that be?"

This helps to reassure the guest that Vicki is a professional Beauty Consultant and that the class will be as educational as it is fun. Whatever her answer, Vicki let's the guest know that she has a great product that she can't wait to share with her at the class.

"If for some reason something comes up, will you please let Sue know at least 24 hours in advance so she can give someone else your spot?"

Vicki uses this phrase because she knows that most women hate to give up their spot.