Lion’s Bay Media
Alleure
Inbound Customer Service
Support Email:
Website: www.alleurecreme.com
Customer Service Number 1-800-638-4280
Revised 2.19.2015
Customer Care Manual
This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that result in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers.
The following is the outline of the information that is provided in this manual. It will be specific for each of our products.
**You no longer need to verify the customers shipping address when opening the call. The new process is as follows:
· Thankcustomer for calling customer service
· Ask for zip code to narrow down your search
· Ask for first & last name
**The key here is to start out the call by getting the customer to say “yes”**
Examples:
“That was 04240, correct?”
“You said that was John Jones, correct?”
This will get the customer in the habit of saying yes and also gives the customer a sense that YOU are in control of the call and not them.
We will only verify the shipping address if there is a shipping issue.**
CRM: Limelight
URL: https://www.mh3office.com/admin/login.php
AlleureAnti-Aging Product Information:
*Black Diamond Collection*
Benefits:
Alleure has the most advanced anti-aging breakthroughs in women’s cosmetics in years. Inside are thousands of microscopic black diamonds that work like magic. The black diamonds nestle into wrinkles and pores. When light hits your skin, the black diamonds absorb the light and gently reflect back a softer blue light! This gives your face a younger looking glow. This glow cloaks wrinkles, makes pores appear smaller and hides blemishes – without having to use cover up or concealer. With our special nutrient dense formula, it will nourish the skin, moisturize it to feel like silk, and bring out a younger you!
Directions for Use:
Wash your face with warm water and pat dry with a clean towel. Apply Alleure Anti-Aging Crème first paying special attention to areas where lines and wrinkles are more prevalent. Then apply the Alleure Anti-Aging Eye Serum under and around the eyes – careful to not get it in the eyes. Then Apply the Alleure Anti-Aging Face Serum on the same areas you applied the Alleure Crème. Do not rinse off.
Main Policies and Procedures:
Anti-Aging Crème
Day 1 Charged $4.95 shipped a 1 month supply
Day 15 Billed $89.95 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1
Day 45 Billed $89.95 + 4.95, Shipped a new 30 day supply
Offer Includes:
Shrink Wrapped Bottle: 30ml/ 1 fl. oz.
30 Day Supply
$4.95 for Shipping and Handling
$89.95 Per Bottle
Benefits:
The Crème you’ll hold in your hands in the next few days contains one of the most advanced breakthroughs in women's cosmetics in years. Inside are thousands of microscopic black diamonds that work like magic.
Rub a small portion of the Face Serum on an area of your face with blemishes, wrinkles or other features you’d like hidden. What you see will amaze you. The black diamonds nestle into wrinkles and pores. When light hits your skin, the black diamonds absorb the light and gently reflect back a softer blue light!
What this does is give your face a younger looking glow. This glow cloaks wrinkles, makes pores appear smaller and hides blemishes – without having to use cover up or concealer.
It’s the same effect Hollywood stars pay thousands of dollars for from expensive aestheticians.
Trial Terms
When you start your trial today, we'll send you a full 30-day supply of the Alleure's™ Anti-Aging Crème . Just pay $4.95 for S&H. You have 14 days to try the product and see for yourself Alleure's™ Anti-Aging Crème makes you look younger. If you enjoy the product, do nothing, you'll be charged $89.95 for your 30 day supply. In the unlikely event you decide that Alleure's™ Anti-Aging Crème isn't the perfect wrinkle-fighting system, call us toll-free at 1-800-638-4280 during your 14-day trial period to cancel your trial, then simply return the product (even if it is empty!) and you will NEVER be billed . Plus, if you decide to keep Alleure's™ Anti-Aging Crème on day 45, your product renewal program will activate, and you'll receive a new supply of Alleure's™ Anti-Aging Crème every 30 days at the members price of $89.95 (regular price is $120.00). You can stop the product renewal program or adjust how often we send you product at any time by calling us toll-free at 1-800-638-4280.
Directions for Use:
Wash your face with warm water and pat dry with a clean towel. Apply Alleure Anti-Aging Crème first paying special attention to areas where lines and wrinkles are more prevalent. Then apply the Alleure Anti-Aging Eye Serum under and around the eyes – careful to not get it in the eyes. Then Apply the Alleure Anti-Aging Face Serum on the same areas you applied the Alleure Crème. Do not rinse off.
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Anti- Aging Eye Serum
Day 1 Charged $4.95 shipped a 1 month supply
Day 15 Billed $79.95 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1
Day 45 Billed $79.95, Shipped a new 30 day supply
Offer Includes:
Shrink Wrapped Bottle: 15ml/ 0.5 fl. oz.
30 Day Supply
$3.95 for Shipping and Handling
$79.95 Per Bottle
Benefits
Alleure Anti-Aging Eye Serum will give you an amazing new glow around your eyes within minutes! Using the same Black Diamond technology, it instantly hides eye wrinkles and improves smoothness around the eyes. It will also provide a tightening affect to the eye area and shields skin from oxidative stress which slows the signs of aging.
Terms and Conditions:
Start your trial today, and we'll send you a full 30-day supply of the Alleure Anti-Aging Eye Serum™ . Just pay $3.95 for S&H. You have 14 days to try the product and see for yourself how Alleure Anti-Aging Eye Serum™ makes you look younger. If you enjoy the product, do nothing, you'll be charged $79.95 for your 30 day supply. In the unlikely event you decide that Alleure Anti-Aging Eye Serum™ isn’t the perfect wrinkle-fighting system, call us toll-free at 1-800-637-9173 during your 14-day trial period to cancel your trial, then simply return the product (even if it is empty!) and you will NEVER be billed. Plus, if you decide to keep Alleure Anti-Aging Eye Serum™,on day 38 you will receive FREE acceptance in our Black Diamond Membership, and you'll receive a new supply of Alleure Anti-Aging Eye Serum™ every 30 days at the members price of $79.95 . Remember: You can cancel anytime!
Directions for Use:
Use twice daily, morning and night. Wash your face with warm water and pat dry with a clean towel. Treat desired areas around the eye - paying special attention to where lines and wrinkles are more prevalent. Just use around the eye. Apply a small amount using the fingertips in slow circular motions until completely absorbed. Do not rinse off.
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Anti-Aging Face Serum
Day 1 Charged $4.95 shipped a 1 month supply
Day 15 Billed $89.95 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1
Day 45 Billed $89.95, Shipped a new 30 day supply
Offer Includes:
Shrink Wrapped Bottle: 30ml/ 1 fl. oz.
30 Day Supply
$4.95 for Shipping and Handling
$89.95 Per Bottle
Benefits:
Alleure Anti-Aging Face Serum enhances the benefits of the Alleure products and takes it to the next level. With its unique formula of natural raw ingredients, like collagen, it will increase skin repair and shield your skin from oxidative stress and slow the signs of aging. You’ll see results and long lasting changes even faster.
Terms and Conditions:
Start your trial today, and we'll send you a full 30-day supply of the Alleure Anti-Aging FaceSerum™. Just pay $4.95 for S&H. You have 14 days to try the product and see for yourself how Alleure Anti-Aging Face Serum™ makes you look younger. If you enjoy the product, do nothing, you'll be charged $89.95 for your 30 day supply. In the unlikely event you decide that Alleure Anti-Aging Face Serum™ isn’t the perfect wrinkle-fighting system, call us toll-free at 1-800-637-9173 during your 14-day trial period to cancel your trial, then simply return the product (even if it is empty!) and you will NEVER be billed. Plus, if you decide to keep Alleure Anti-Aging Face Serum™, on day 38 you will receive FREE acceptance in our Black Diamond Membership, and you'll receive a new supply of Alleure Anti-Aging Face Serum™ every 30 days at the members price of $89.95 . Remember: You can cancel anytime!
Directions for Use:
Use twice daily, morning and night. Wash your face with warm water and pat dry with a clean towel. Treat desired areas paying special attention to where lines and wrinkles are more prevalent. Can be applied on the face and neck. Apply a small amount using the fingertips in slow circular motions until completely absorbed. Do not rinse off.
Main Ingredients
Anti-Aging Creme: Deionized Water, Prunus Armeniaca( Apricot) Oil, Brassica Napus (Canola) Oil, Caprylic/Capric Triglyceride, Butylene Glycol, Cyclopentasiloxane, Dimethicone, Polysilicone-11, Lavandula Stoechas, Polycrylamide, Carageenan, C13-14 Isoparaffin, Polysorbate 20, Decyl Glucoside, Laureth-7, Hyaluronic Acid, Retinyl Palmitate, Ascorbic Acid, Tocopherol, Humulus Lupulus (Hops) Cone Extract, Rosmarinus Officinalis (Rosemary) Leaf Extract, Centella Asiatica Extract, Pinus Sylvestris Bud Extract, Polymethylsilsesquioxane, Diamond Powder, Hexylene Glycol, Phenoxyethanol, Caprylyl Glycol, Potassium Sorbate.
Anti-Aging Eye Serum:
Anti-Aging Face Serum:
Saves Options:
In Trial (meaning customer has only been billed shipping):
1. Build value offer trial extension- IF NECESSARY
2. 25% Discount going forward & encourage consistent use
3. 50% Discount going forward & encourage consistent use
In Trial Force Bill Procedures
“Since we want you to evaluate the product and make a decision for yourself how wonderful (Product Name) really is, I would like to present you a onetime offer! For today only we are allowing you to keep the trial product for $XX.XX which is half off the retail cost. You won’t have to send anything back and you can continue to use the product and put yourself in the best position to see the wonderful results! I can set this up for you today?”
We want to make every attempt necessary to capture as much revenue as possible. If a customer is still within the trial you MUST offer to bill the customer today to keep the product. This can be 50% discount.
· Offer all saves to keep customer active
· If the customer declines, reiterate the benefits of continued used and the fact they have to return unused portion.
· Offer to allow the customer to keep at 50%/25% and bill the charge today.
o If the customer needs a few days for the money to be available, that is fine, make sure the account is set to cancel after the next successful charge.
This process is ideal opposed to the customer cancelling and returning as we still retain revenue or the client.
Post Trial (customer has been billed at least 1 product price charge):
1. Build product value, remind of benefits. Try not to delay shipments for more than 60 days as we do not want the customer to lose the benefits of the products. Consistency is key!
2. Offer 25% discount going forward/ONLY REFUND IS CUSTOMER REQUESTS
3. Offer 50% discount going forward/ ONLY REFUND IS CUSTOMER REQUESTS
**DO NOT OFFER A REFUND “JUST BECAUSE”**
Pricing Grid:
Anti-Aging Crème & Anti-Aging Face Serum
Product Price / 25% discount / 50% discount$89.95 / $22.48 / $44.97
Future payment / Future Payment
$67.47 / $44.97
Anti-Aging Eye Serum
Product Price / 25% discount / 50% discount$79.95 / $19.98 / $39.97
Future payment / Future Payment
$59.97 / $39.97
Cross Sell Options
Both the Anti-Aging Crème, Anti-Aging Face Serum, & Anti-Aging Eye Serum can and should be offered as cross sells. If a customer has one and not the other, offer it!
Alleure Anti-Aging Eye Serum Trial Upsell:
You’ve made a great purchase with Alleure (customer name)!! To help you get the most out of your results we have an incredible new product call Alleure Anti-Aging Eye Serum. This is a convenient serum that you can use anytime, anywhere, and even when you’re on the go. Alleure Anti-Aging Eye Serum is designed to give you the appearance of younger looking skin right after you use it. It’s filled with skin repairing nutrients your face is thirsting for and you’re going to love it (customer name)!! I can add a 1 Month supply of Alleure Anti-Aging Eye Serum to today’s order for just $4.95 S/H and is backed by the same 30 day money back guarantee. Let’s go ahead and add this to today’s order, okay?
Alleure Anti-Aging Face Serum Trial Upsell:
You’ve made a great purchase with Alleure (customer name)!! To help you get the most out of your results we have an incredible new product called Alleure Anti-Aging Face Serum. This is a convenient serum that you can use anytime, anywhere, and even when you’re on the go. Alleure Anti-Aging Face Serum is designed to give you the appearance of younger looking skin right after you use it. It’s filled with skin repairing nutrients your face is thirsting for and you’re going to love it (customer name)!! I can add a 1 Month supply of Alleure Anti-Aging Face Serum to today’s order for just $4.95 S/H and is backed by our same 30 day money back guarantee. Let’s go ahead and add this to today’s order, okay?