Lion’s Bay Media
Simply Garcinia
Inbound Customer Service
Support Email:
Website: www.simplygarcinia.com
Rewards Website: www.simplygreenrewards.com
Customer Service Number 1-800-635-2142
Revised 1.6.2015
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.
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**You no longer need to verify the customers shipping address when opening the call. The new process is as follows:
Thankcustomer for calling
Ask for last name and zip code to locate the account
Verify email address ONLY
** We will only verify the shipping address if there is a shipping issue. **
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CRM: Limelight
URL:https://www.mh3office.com/admin/login.php
Main Policies and Procedures:
US-Price Points
Day 1 Charged $4.95 shipped a 1 month supply
Day 15 Billed $84.74 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1
Day 45 Billed $84.74 Shipped a new 30 day supply
Green Coffee
Day 1 Charged $5.95 shipped 1 Month Supply
Day 24 Billed $78.98 (NO PRODUCT SHIPPED). Customer is billed for product shipped on Day 1
Day 59 Billed $ 78.98, Shipped a new 30 day supply
Trial Terms
By ordering I agree to these terms and conditions. I will be charged today for shipping and handling and receive a trial bottle of Simply Garcinia. If I do not cancel the trial within 14 days, I will be billed $84.74 for the bottle received. Plus, if I decide to keep my bottle, on day 45 I'll also have my Simply Garcinia Weight Loss Program activated, where a fresh supply will be shipped every thirty days at the discounted price of $84.74 until I cancel. I can cancel at anytime or adjust my renewal frequency by calling customer support 1-800-635-2142 between 6 A.M. and 6 P.M. standard pacific time, Monday through Sunday.
New Order Options
REWARDS
US-New Orders
591 / Simply Rewards - Simply Garcinia Trial597 / Simply Rewards - Simply Green Coffee Trial
US-Pre trial
599 / Simply Rewards - Simply Garcinia - Retention Trial601 / Simply Rewards - Simply Green Coffee - Retention Trial
US- After Trial
583 / Simply Rewards - Simply Garcinia - Retention587 / Simply Rewards - Simply Green Coffee - Retention
CAN- New Orders
593 / CAN Simply Rewards - Simply Garcinia Trial595 / CAN Simply Rewards - Simply Green Coffee Trial
CAN- Pre Trial
603 / CAN Simply Rewards - Simply Garcinia - Retention Trial605 / CAN Simply Rewards - Simply Green Coffee - Retention Trial
CAN- After Trial
585 / CAN Simply Rewards - Simply Garcinia - Retention589 / CAN Simply Rewards - Simply Green Coffee - Retention
US-NON REWARDS
447 / US ARGO CALL CENTER Simply Garcinia - 14 Day313 / Simply Garcinia Trial
359 / Simply Garcinia SINGLE PURCHASE
449 / US ARGO CALL CENTER Simply Green Coffee - 14 Day
309 / Simply Green Coffee Trial
361 / Simply Green Coffee SINGLE PURCHASE
CAN- NON REWARDS
451 / CAN ARGO CALL CENTER Simply Garcinia - 14 Day651 / CAN Simply Garcinia Trial
453 / CAN ARGO CALL CENTER Simply Green Coffee - 14 Day
653 / CAN Simply Green Coffee - 14 Day
AUS/NZ-Trials
791 / AU CALL CENTER Simply Garcinia - 24 Day601 / Simply Garcinia Trial 24 day
33 / USPS International - $4.94
29 / USPS International - $7.95
793 / AU CALL CNETER Simply Green Coffee - 24 Day
607 / Simply Green Coffee Trial 24 day
35 / USPS International - $3.94
31 / USPS International - $5.95
Description
Simply Garcinia is dietary supplement made to help you lose weight without having to dramatically change your lifestyle. With Simply Garcinia you can get all the HCA your body needs to burn fat, suppress appetite and increase serotonin in a super concentrated capsule. Garcinia is an exceptionally effective fat buster. It inhibits the production of fat in the body and when the body isn’t making fat, it’s burning fat.
· Helps stop fat from being made
· Suppresses your appetite
· Increases serotonin levels
· Help emotional eating habits
Main Ingredients
Ingredients:
Calcium 41 mg
Potassium 58 mg
GarciniaCambogia Extract 500 mg
Hydroxycitric Acid 50%, 250 mg
No fillers, binders, or artificial ingredients.
Directions for Use:
As a dietary supplement, take 1 capsule on an empty stomach, 30 minutes before each primary meal with an 8oz glass of water.
Do not exceed recommended dose. Pregnant or nursing mothers, children under the age of 18 and individuals with any known medical condition should consult a physician before using this or any dietary supplement.
Bottle Includes: 90 Capsules
1 Capsule Per Serving: 30 servings per bottle
**Do not take more than 3 per day****
Saves Options:
In Trial (meaning customer has only been billed shipping):
1. Build value offer trial extension
2. Transfer to Diet Rewards- See page 5 or Diet Rewards CCM
3. 25% Discount going forward/with Rewards
4. 50% Discount going forward/with Rewards
In Trial Force Bill Procedures
“Since we want you to evaluate the product and make a decision for yourself how wonderful Simply Garcinia really is, I would like to present you a onetime offer! For today only we are allowing you to keep the trial product for $42.37 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/Move next ship date
2. Transfer to Diet Rewards- See page 5 or Diet Rewards CCM
3. Offer 25% discount going forward/refund-with Rewards
4. Offer 50% discount going forward/refund-with Rewards
**DIET REWARDS PROGRAM**
DIET REWARDS PROGRAM- SCRIPT & PROCESS
Script:“Our goal is to get you great results. If you’d be willing to stay a valued customer of ours, I can give you a $100 eGift Card for every month that you stay with us and exclusive free access to our new rewards program called SIMPLY REWARDS, which includes beauty, health, wellness, and nutrition benefits designed to help you maximize your results. It’s a pretty great program and it costs you nothing.
So with the $100 eGift Card, and the unlimited access to Simply Rewards, would you be willing to continue with [PRODUCT]?”
Within Trial – Transfer to Diet Rewards (if the client agrees, they get the eCard immediately and can order their free product as soon as they get the email from Diet rewards)
·Place a new order for each product the customer has.
oFor example: if the customer had a Simply Garcinia and Simply Green Coffee, cancel both of those orders and place a new order for Simply Garcinia (Campaign 599/603) and Simply Green Coffee(Campaign 601/605)
oThe customer will not be charged for anything.
·The next recurring date is automatically set to 14 days later, if needed adjust the trial period accordingly for all the new orders.
·Apply any discounts the customer agreed on.
·Save all changes.
**Stop the recurring for the existing active trial orders.**
SIMPLY GARCINIA SIMPLY GREEN COFFEE
PRE-TRIAL PRE-TRIAL
US- Campaign ID (599) US- Campaign ID (601)
CA- Campaign ID (603) CA- Campaign ID (605)
After Trial – Transfer to Diet Rewards (if the client agrees, they get the eCard immediately and can order their free product as soon as they get the email from Diet rewards)
·Place a new order for each product the customer has.
oFor example: if the customer had a Simply Garcinia and Simply Green Coffee, cancel both of those orders and place a new order for Simply Garcinia (Campaign 583/585) and Simply Green Coffee (Campaign 587/589)
oThe customer will not be charged for anything.
·The next recurring date is automatically set to 30 days later, if needed adjust the trial period accordingly for all the new orders.
·Apply any discounts the customer agreed on.
·Save all changes.
**Stop the recurring for the existing active monthly orders.**
SIMPLY GARCINIA SIMPLY GREEN COFFEE
POST-TRIAL POST-TRIAL
US- Campaign ID (583) US- Campaign ID (587)
CA- Campaign ID (585) CA- Campaign ID (589)
New Trial Order with Diet Rewards
(if the client agrees, they get the eCard immediately and can order their free product as soon as they get the email from Diet rewards)
SIMPLY GARCINIA SIMPLY GREEN COFFEE
NEW ORDERS NEW ORDERS
US- Campaign ID (591) US- Campaign ID (597)
CA- Campaign ID (593) CA- Campaign ID (595)
Pricing Grid:
Cross Sell Options
Simply Green Coffee Bean
Simply Green Coffee Bean is an all-natural dietary supplement that helps burn fat quickly with it’s Chlorogenic Acid content and appetite suppressing qualities. When you eat your favorite foods (like donuts, pasta, chips and bread), your body turns it into glucose (sugar). Too much sugar in your blood is toxic. So your body quickly turns excess sugar into fat.Chlorogenic acid has been proven to help your body burn this glucose as fuel, instead of storing it as fat.
Benefits:
· Suppresses your appetite
· Burns fat quickly
· Provides source of natural energy
· 100% Natural
· No GMO’s
· No fillers or binders
Offer Includes:
$4.95 Shipping and Handling
$78.98 Per Bottle
** For more details please refer to Simply Green Coffee Bean CCM **
Simply Green Coffee Trial Upsell:
You’ve made a great purchase with Simply Garcinia (customer name)!! To help maximize your results we have an awesome new product called Simply Green Coffee which works great with the Simply Garcinia. When trying to lose weight, Garcinia and Green Coffee go hand in hand. Simply Green Coffee is designed to stop fat from forming to allow you to lose the weight without dramatically changing your diet or lifetsyle.you’re going to love it (customer name)!! I can add a 1 Month supply of Simply Green Coffee 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?
Simply Green Coffee Bean Straight Sale:
You’ve made a great purchase with Simply Garcinia(customer name)!! To help maximize your results we have an awesome new product called Simply Green Coffee that works hand in hand with Simply Garcinia. When trying to lose weight, Garcinia and Green Coffee go hand in hand. Simply Green Coffee is designed to stop fat from forming to allow you to lose the weight without dramatically changing your diet or lifestyle.you’re going to love it (customer name)!! I can add a 1 Month supply of Simply Green Coffeeto today’s order for just $78.98 + $4.95 S/H and there is no recurring auto-shipments. Let’s go ahead and add this to today’s order, okay?
Trial Terms and Conditions:
By ordering I agree to the terms and conditions. I will be charged today for shipping and handling and receive a trial bottle of Simply Green Coffee Bean. If I do not cancel the trial within 14 days, I will be billed $78.98 for the bottle received. I'll also have my product renewal program activated, where a fresh supply will be shipped every thirty days at the discounted price of $78.98 unless I cancel. I can cancel at anytime or adjust my renewal frequency by calling customer support 1-800-635-5589 - Between 6 A.M. and 6 P.M. standard pacific time, Monday through Sunday.
The Return Policy:
Simply Garcinia retains a 30 Day Satisfaction guarantee on all Simply Garcinia products. If you, the buyer, are unhappy with the product for any reason - even if you've used the full supply of the supplement- you can return the empty bottle for a full refund of the purchase price. To obtain your refund, you must do the following: Call us at 1-800-635-2142. You will be given a Return Merchandise Authorization (RMA) number. To receive your refund, you must postmark your return within 30 days of purchase. Be sure to clearly write the return merchandise authorization (RMA) number on the outside of the box. Our shipping department is NOT allowed to accept any packages without an RMA number. It is part of the customer’s liability to pay for return shipping.
Return Address:
US and Australia Returns
Simply Garcinia Returns Dept.
10701 Abercorn St. Unit 61553
Savannah, GA 31420
Canada Returns
Simply Garcinia Returns Dept.
PO Box 500, RPO Steeles West
Toronto, ON M3J 0J8
Canada
We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery.
Same day order cancellation:
· Can void orders the same day 1st time orders. Meaning if the customer placed the trial today and they call because they change their mind, you should try to save but you can void the account.
o To void find the section of the account that is names “void/refund” and click the word void highlighted in blue and note the account.
· Cannot void after the date of order and there is no way to stop the shipment after date of order.