Working Full-Circle is a cycle of working the Mary Kay business so that a Consultant makes sure they always remember certain points when setting appointments or following up with customers. Being prepared with several alternatives is one key to the process.
Here is an example of working Full-Circle when booking an appointment over the phone.
Step 1. Create positive interaction: “Hi Jane! I’m so glad I caught you!
Step 2. Develop rapport: “How are thing going with you? How are the kids? Great!! Well, I won’t take too much of your time but I did want you to know that I just started my own business–I’m an Independent Beauty Consultant with Mary Kay!!”
Step 3. Explain the purpose of your call. Have several options ready in case your first suggestion doesn’t work.
Option A: “Would you like to get several of your girlfriends together and have a real girls’ night out?! My collection preview lasts only an hour and would be great fun for you and your friends. You can earn product credit of 10 percent of total sales from the show, 15 percent for a show with one booking and 20 percent for a show with two bookings.”
(Jane, sounding slightly irritated, says no politely and starts to change the subject…)
Option B: “Okay…I understand that this is a busy time of year for you. You don’t have to host a party. I’m so excited about these new products and I don’t want you to miss out. You really need to see them! Do you think it would be alright if I stopped by for 10 or 15 minutes to give you a quick look?”
(Jane, noticeably upset, responds with a firm no and tells you she just is not interested in Mary Kay products, but thank you. She then informs you that she needs to pick her kids up from school in ten minutes. )
Option C: “Wow, you are super-duper busy, aren’t you?! Why don’t I just drop by this week with a few samples and a copy of our catalog. What’s better for you: tomorrow or Friday? How about around 7:00?”
(At this point, there is no response from Jane because she has set the phone down and walked away, vowing to sign up for caller I.D. so that she can avoid any future calls from you.)
Step 4. Confirm your appointment. “Great! I’ll see you Friday at 7:00. And remember, Jane. If you see lots and lots of products that you’ve just got to have, you can always schedule a party and earn free products.”
Step 5. Communicate the next steps. “I’m looking forward to seeing you. I’m eager to get your opinion of the samplers!”