Embedded Files
Overview
Overview
Description of the Process:
Description of the Process:
Guidelines on how the sales team and customer service team should answer customer questions
Purpose of the Process Document:
Purpose of the Process Document:
To provide agents with the knowledge they need to follow FTC (Federal Trade Commission), FDA( Food and Drug Administration), and PCI (Payment Card Industry) guidelines.
List of Guidelines Agents Must Follow
List of Guidelines Agents Must Follow
Agents are not allowed to give direct or indirect medical advice under any circumstance.
Agents are not allowed to give direct or indirect medical advice under any circumstance.
If a consumer asks about any pain or discomfort, agents need to let the consumer know that they need to consult their doctor.
If a consumer asks about any pain or discomfort, agents need to let the consumer know that they need to consult their doctor.
Example
Client: I tend to get sick a lot. Can you recommend a good strategy while taking your immunity supplement that will keep me healthy?
Noncompliant Response: Sure! You should work out every day and make sure to get enough sleep at night.
Compliant Response: We do recommend that for all medical questions, you ask your doctor or pharmacist. All of our products are designed to help you be more healthy and have a better quality of life, but we do recommend consulting a medical professional with any questions you may have.
Agents are not allowed to give indirect medical advice under any circumstance.
Agents are not allowed to give indirect medical advice under any circumstance.
Agents need to be wary of discussing any medical treatment or advice with a consumer, especially when building rapport.
Agents need to be wary of discussing any medical treatment or advice with a consumer, especially when building rapport.
Example
Client: My back hurts all the time.
Agent: Oh, I’m sorry to hear that. My uncle has the same issue.
Client: Really? What does your uncle do to manage the pain?
Noncompliant Response: Oh, usually takes an Epsom salt bath.
Compliant Response: I’m not sure what his treatment is. But I suggest you reach out to your doctor or pharmacist if you need a consultation.
Agents cannot advise customers about whether programs or products are suitable for a customer’s medical conditions, age, pregnancy status or other personal requirements.
Agents cannot advise customers about whether programs or products are suitable for a customer’s medical conditions, age, pregnancy status or other personal requirements.
Example
Client: I’m expecting a baby in 3 months, and was wondering if [product] was suitable to take during my pregnancy?
Noncompliant Response: Absolutely, using [product] during your pregnancy is a must - it’ll help you and your unborn child.
Compliant Response: Unfortunately I’m not able to provide any medical advice, so I can’t guarantee whether any supplement is appropriate during your pregnancy. I’d recommend talking to your doctor for medical advice about any supplement or workout.
Agents cannot claim that supplements or programs will make a permanent change for users.
Agents cannot claim that supplements or programs will make a permanent change for users.
While customers may ask about the permanent or lasting effects of the products, agents should not make any claims about long lasting effects or permanent changes.
While customers may ask about the permanent or lasting effects of the products, agents should not make any claims about long lasting effects or permanent changes.
Agents cannot guarantee or suggest that any products will protect against any illnesses or diseases.
Agents cannot guarantee or suggest that any products will protect against any illnesses or diseases.
Agents cannot guarantee or claim that any products or program will increase the user’s lifespan.
Agents cannot guarantee or claim that any products or program will increase the user’s lifespan.
While living a healthier lifestyle will likely help the user avoid certain health issues, agents can never make any guarantees or claims about lifespan.
While living a healthier lifestyle will likely help the user avoid certain health issues, agents can never make any guarantees or claims about lifespan.
Agents should absolutely not attempt to convince customers that negative consequences are guaranteed if they don’t buy/cancel/return their purchase.
Agents should absolutely not attempt to convince customers that negative consequences are guaranteed if they don’t buy/cancel/return their purchase.
As covered in training, customers should be approached in a more positive way - offering reduced costs such as free shipping, utilizing the money back guarantee, etc.
As covered in training, customers should be approached in a more positive way - offering reduced costs such as free shipping, utilizing the money back guarantee, etc.
Agents should not use other users’ experiences as examples of what to expect.
Agents should not use other users’ experiences as examples of what to expect.
While some past customers have given great examples of their journey, results may vary.
While some past customers have given great examples of their journey, results may vary.
Example
Client: I saw someone’s blog saying that they’d lost 20 pounds thanks to your workout guide. When can I expect to lose that much?
Noncompliant Response: It should take you about a month to cut your first 20 pounds, though some of our customers see even quicker results.
Compliant Response: All of our products are designed to help you be more healthy and have a better quality of life, and we know you’re going to love the results, or you’ll be able to claim our money back guarantee!
Agents should never claim to have personally seen results using the products or supplements.
Agents should never claim to have personally seen results using the products or supplements.
If a customer believes that you’ve given them specific information about a result, agents should bring the conversation back to a less specific point.
If a customer believes that you’ve given them specific information about a result, agents should bring the conversation back to a less specific point.
Misunderstandings happen, so it’s important to clarify the issue rather than let the issue continue.
Misunderstandings happen, so it’s important to clarify the issue rather than let the issue continue.
Agents will always verify the identity of a consumer.
Agents will always verify the identity of a consumer.
Consumers must confirm the name and the email address of consumers who bought any product before discussing any order details.
Consumers must confirm the name and the email address of consumers who bought any product before discussing any order details.
Taking customer's card information
Taking customer's card information
Agents will type the credit card information/banking information of a consumer directly in the system.
Agents are not allowed to write down or save any sensitive information of any consumer.
Agents must also refrain using recording/camera equipment when interacting with financial information. Including use of a smartphone.
Agents cannot provide any sensitive credit card/ banking information to customers.
Agents cannot provide any sensitive credit card/ banking information to customers.
For security and compliance reasons, agents are not allowed to provide detailed information about payment methods, even if requested. Customers may confirm the address or last four of a credit card number but agents are never permitted to give out that information on an incoming call or email.
If asked, agents should inform customers that all card and personal data is stored securely.
Agents must follow guidance when customers request a refund.
Agents must follow guidance when customers request a refund.
Example
Client: I heard [product] will make my stomach more toned, how does that work?
Agent: So [product] uses a fantastic combination of ingredients, which may, in addition to diet and exercise, help you cut back on stomach fat, though the actual results do depend on the individual user.
Client: So it’ll definitely improve how my stomach looks? That’s great - I’m ready to order.
Noncompliant Response: Great, let me just take your payment details.
Compliant Response: Well, we can’t guarantee exactly what results you’ll see, but we’re completely confident in our products, so we actually offer a complete money back guarantee. Basically, if you’re not completely amazed by the results you see, we’ll give you a complete refund.
Agents should never reference customers claiming to have beaten/ cured diseases or illnesses by using any products or supplements.
Agents should never reference customers claiming to have beaten/ cured diseases or illnesses by using any products or supplements.
As there is no medical proof for this, discussing these claims is against FDA guidance. Further, products cannot claim to mitigate an illness OR treat the effects or side effects of a medical intervention such as a prescribed drug, therapeutic treatment, or similar.
As there is no medical proof for this, discussing these claims is against FDA guidance. Further, products cannot claim to mitigate an illness OR treat the effects or side effects of a medical intervention such as a prescribed drug, therapeutic treatment, or similar.
Program Specific Guidelines
Program Specific Guidelines
Agents cannot make definitive claims about the effects of any diets.
Agents cannot make definitive claims about the effects of any diets.
While agents can discuss the potential effectiveness of diet programs, any explicit claims or guarantees must be entirely avoided.
While agents can discuss the potential effectiveness of diet programs, any explicit claims or guarantees must be entirely avoided.
Example
Client: I heard that going keto was the best way to lose weight?
Noncompliant Response: Definitely - if you follow our 10-Day Keto Reset program, you’ll lose weight in a faster and safer way than you will with any other diet.
Compliant Response: It does depend on how your body works - following our 10-Day Keto Reset program may help make a real difference for your health and weight. We’re absolutely sure you’ll love your results, so we’ve set up a money-back guarantee if you’re not totally happy.
Agents cannot guarantee that a program will benefit a specific part of the user’s body.
Agents cannot guarantee that a program will benefit a specific part of the user’s body.
While certain programs are designed to target certain areas (abs, legs, etc), they won’t necessarily result in perfectly toned abs or similar - results may vary.
While certain programs are designed to target certain areas (abs, legs, etc), they won’t necessarily result in perfectly toned abs or similar - results may vary.
Supplement Specific Guidelines
Supplement Specific Guidelines
Agents are not allowed to guarantee the product will work under any circumstance.
Agents are not allowed to guarantee the product will work under any circumstance.
They will never say something will work for any consumer; they say it may help the consumer. They can say that the products are guaranteed to satisfy the customer, but they can not say that they are guaranteed to work for them.
If a consumer is insistent on confirming if the product will work for them or not, remind them that each consumer is different and that results may vary. *The supplements complement the effects of diet and exercise. They do not replace them.
Example:
Client: Will [product] help me lose weight?
Noncompliant Response: It definitely will!
Compliant Response: [Product] Further, products cannot claim to mitigate an illness OR treat the effects or side effects of a medical intervention such as a prescribed drug, therapeutic treatment, or similar. And we believe in the product so much that if you are not completely satisfied with your results, we do have a money-back guarantee.
Agents must avoid making any claims about the health benefits of supplements.
Agents must avoid making any claims about the health benefits of supplements.
While the supplements may provide certain benefits, the customer should always be aware that results do vary.
While the supplements may provide certain benefits, the customer should always be aware that results do vary.
Example:
Client: What exactly will [product] do for me?
Noncompliant Response: Well, first it’s going to help you lose weight quicker. It’s also going to help cut back on stomach fat and supercharge your metabolism.
Compliant Response: While results do vary depending on the user, this may help you lose more weight, and might help improve your health. We know you’re going to love what you see, so we’ve even got a money back guarantee if you’re not totally happy.
Agents cannot guarantee that any supplements will definitely improve immune system function.
Agents cannot guarantee that any supplements will definitely improve immune system function.
Example
Noncompliant Response: The supplements will improve, fix and repair your immune system.
**Supplements cannot purport to treat or prevent common colds, flu, infections, protect against viruses or bacteria, etc.
Compliant Response: Supplements can support and may help maintain healthy immune function.
When discussing weight loss in relation to relevant supplements, agents should be clear that the supplements may support weight loss as part of a healthy lifestyle, rather than guaranteeing weight loss by themselves.
When discussing weight loss in relation to relevant supplements, agents should be clear that the supplements may support weight loss as part of a healthy lifestyle, rather than guaranteeing weight loss by themselves.
Agents need to tell the customers the names of the products and supplements they are selling.
Agents need to tell the customers the names of the products and supplements they are selling.
Example
Noncompliant Response: This bundle includes our beauty cream.
Compliant Response: This bundle includes IlluminEssence Beauty Cream.
Page updated
Google Sites
Report abuse