MANAGING OBJECTIONS
The example below illustrates that by listening, pausing, and asking questions, it is possible
to determine the real objection, identify the need, and close the sale.
You: What products did you like the most?
PROSPECT: The Chef I Set, but I don’t know... I’m not convinced.
You: What does not convince you?
PROSPECT: These utensils are very nice but...
You: ...
PROSPECT: I’m afraid they may get damaged...
You: If I show you how easy it is to give them proper care so that they last for a lifetime, would that help
you decide?
PROSPECT: Yes, but I would like to discuss it with my spouse first.
You: I understand. Do you want me to make a presentation for your spouse so he/she can learn about the
product benefits?
PROSPECT: Actually, the set is very expensive and we cannot afford it now.
You: Is that your greatest concern? Are you worried because you like the product, and you want to be sure
you can afford it?
PROSPECT: Yes.
You: I understand. And you don’t have to pay for everything in cash. With our credit plan, you can make
a minimum down payment, and pay the balance over time in comfortable installments. You can even
pay using a credit card.
PROSPECT: I am interested in the credit plan.
You: Great. Let’s fill out some papers, and I will tell you how much your monthly payments will be…
EXCERCISE 28 RW205 U.S.A.1205.U1.0819 51
The Perfect Presentation
THE most COMMON OBJECTIONS
Every presentation is different and there can be as many objections
as prospects. However, most objections can be categorized into
three big groups. Below are some of the most common objections
for each group and suggestions on how to manage them. You can
find more examples in Practice.
Imagine objections are like steps of a ladder and managing
objections is like climbing those steps in order to get closer to your
prospect and your goal.
1
Appointments/ Getting in Objections RESPONSES
You could win amazing products...
I’m not interested.
I don’t have time. OK. I can call you/come
back tomorrow morning.
52 RW205 U.S.A.1205.U1.0819
MANAGING OBJECTIONS
3
Objections RESPONSES
I have something similar. OK. Similar is not the same. Rena Ware cookware
(usually referred to other cookware and has... (list the key features and benefits again).
often not true).
I can’t buy now. What would make you close the deal today?
SALES
I don’t have money. I understand. Would it help to know that you don’t
have to pay cash and you can make monthly payments
you can afford?
I want to think about it. Obviously you have reasons for saying that. What is
your greatest concern? Is it the product, the price, or
is it something else? (Than manage that aspect).
I want to talk about it with my Would it help if I gave a presentation for your spouse
husband/wife. to see the benefits of the Rena Ware products?
(If giving a second presentation is not possible)
I understand and it makes sense to make the decision
together. But you know what? My customers who
have bought these products without talking with their
2
spouses, tell me that their spouses love the products.
Objections RESPONSES
RECRUITMENT I don’t know anyone to sell to. Would it help if I showed you that there are a
lot of people you could sell to?
What if you could get training on how to sell?
I don’t know how to sell.
EXCERCISE 29
RW205 U.S.A.1205.U1.0819 53
The Perfect Presentation
AT A GLANCE: BEST PRACTICES for
MANAGING OBJECTIONS
1
Don’t reject, ACCEPT. Welcome objections with an open mind. They are
an opportunity to get more information from your prospect so that your
presentation can be effective and you can enroll a new member or close a sale.
2
Don’t ignore, EXPLORE. To a reasonable extent, listen to all your
prospect’s objections, explore to identify the main or real one and
manage that. Other, minor objections are likely to disappear.
3
Don’t contradict, ACKNOWLEDGE. No matter how fixed
the position of your prospect, acknowledge it out loud first. It
will help you to mitigate it. Then explore it if needed.
4
FIND COMMON GROUND with your prospect. Emphasize the
things that you and your prospect agree on. This helps your prospect to
accept your suggestions and helps you to move on.
5
OFFER TO FOLLOW UP. If you don’t have information to respond
to an important objection, say so, assure your prospect that you will get
the information as soon as possible, and continue with the conversation.
(Then make a note and do get back with the information.)
54 RW205 U.S.A.1205.U1.0819 EXCERCISE 30
START NOW!
Organize the following activities with your group or ask your group leader about them.
OBSERVATIONS (1) Arrange to take the representatives with you to an
appointment where they can see you give a presentation. Have them fill out the
Observation form.
MOCK PRESENTATIONS. Arrange to have sessions where a group of
Independent Representatives take turns to be the prospects and the representatives.
Observe them give the presentation and fill out the Feedback form.
OBSERVATIONS (2). Go with the representatives to an appointment. Observe
them give the presentation and fill out the Feedback form.
FEEDBACK. After each step (1-3) have debrief sessions to go over your
observations, and ask and answer questions
UPDATES. Schedule refresher sessions where you go over some aspects of the
seminar again. You could do this in a very entertaining way, for example by using the
games in the Appendix.
RW205 U.S.A.1205.U1.0819 55
The Perfect Presentation
GLOSSARY
56 RW205 U.S.A.1205.U1.0819
GLOSSARY
This glossary offers a quick reference list of key industry terms and other key words and phrases
that appear in this seminar. These items are listed alphabetically and the definitions include the
meaning with which the items are used in Rena Ware.
“Buen Comer”: (the Art of “Buen Comer”) the Rena Ware concept of not only eating healthy,
but also enjoying food with great taste, texture and color, and sharing it with
the people we love. “Buen Comer” or the Art of “Buen Comer” is part of
the Rena Ware philosophy of “celebrating life.” This philosophy also includes
sharing the Cause, the Difference and the products.
Cause: (the Cause or our Cause) Rena Ware’s environmental mission: eliminating
single-use plastic waste. Summarized in the Cause slogan: “Less plastic.
Cleaner World.”
Cold approach: approaching people you do not know and who are not expecting you, because
you have not made an appointment.
Cold call: an unsolicited call or visit to a prospect.
Cold market: complete strangers; people you do not know, and with whom you have no
connection.
Consultant: entry level for a new Independent Representative. A Consultant can promote
up to 7 times and reach the level of Platinum Executive Leader.
Difference: (the Rena Ware Difference, or the Difference) formerly the Opportunity.
Rena Ware’s business opportunity. The word refers to the many ways in which
Rena Ware differs from most direct selling companies, and to the fact that
Rena Ware offers people the opportunity to transform their lives.
Enroll: sign up a new Independent Representative.
Feeling: emotion; in the context of compassionate or non violent communication, a
feeling is connected to and is the signal for a need. When our needs are met
we have different feelings than when our needs are not met.
Independent person with his or her own Rena Ware business. The term applies to all levels,
Representative: from Consultant to Platinum Executive Leader.
Issue: problem, difficulty or simply element; in compassionate or nonviolent
communication, an issue is connected to and is the external or superficial
expression of a need.
Leader: in this seminar leader is a representative who is leading a team, regardless
of achieved level and title.
RW205 U.S.A.1205.U1.0819 57
The Perfect Presentation GLOSSARY
Market: people you can approach for both recruiting and selling purposes.
Need: thing that is wanted or necessary; in compassionate or non-violent
communication, needs are at the core of what we think, say and do, and
are often expressed through feelings and signaled by issues. Needs are
universal: everybody has needs; what may change is the priority of those
needs. In compassionate communication needs are also always positive,
meaning they are what we want, not what we do not want.
Non-verbal communication without words. It includes apparent behaviors such as
communication: facial expressions, gestures, and voice (volume, pitch, tone, speed), as
well as less obvious messages such as dress, posture and spatial distance
between two or more people.
Objection: concern that your prospect has and that is preventing him or her from
joining Rena Ware or buying products.
Prospect: future recruit, future customer or both.
Referral: mainly, the person who has been referred to you by someone else;
occasionally, the act of referring a person to someone else.
Team: a number of Independent Representatives under the same Independent
Representative.
Team Member: new Independent Representative in your team.
Verbal communication: the words used to communicate; what one says (not how he or she says it).
Warm approach: approaching people you know directly or indirectly, or approaching people
who are expecting you, because you have made an appointment.
Warm market: people you know directly or indirectly (through other people), including
family, friends, existing customers, acquaintances and referrals.
Note: In Rena Ware, warm market (for sales) does not include yourself or
other active Independent Representatives. Rena Ware does not require its
Independent Representatives to purchase products or inventory, ever.
58 RW205 U.S.A.1205.U1.0819
DEMOSTRATIONS
APPENDIX
RW205 U.S.A.1205.U1.0819 59
The Perfect Presentation TABLE WITH RESOURCES
APPENDIX 1 | TABLE 1 WITH RESOURCES
TABLE 1: The perfect presentation process
• Introduce yourself and Rena Ware
APPROACH Appointments and
Tables 2 3 • Decide: start presentation/make referrals (RW220)
appointment/ask for referrals
PRESENT 1. Pave the way
Table 4 2. Share the Cause and invite people to join your team
3. Share the Rena Ware Difference
Table 5 (recruit) Recruiting for
4. Enroll your prospect success (RW250)
Contract Guide
(RW530)
5. Share the products (sell) Cookware seminar
Table 6 (RW240)
6. Close the sale Water filters seminar
(AQ242)
7. Ask for referrals Appointments and
referrals (RW220)
Table 7
8. Share the Rena Ware Difference
again (If not successful before)
FOLLOW UP • Be a good Team Leader
Table 8 • The Sale after the Sale
BACK
60 RW205 U.S.A.1205.U1.0819
APPENDIX 2 | NEEDS AND FEELINGS
NEEDS INVENTORY
The following list of needs is neither exhaustive nor definitive. It is meant as a starting place to
support anyone who wishes to engage in a process of deepening self-discovery and to facilitate
greater understanding and connection between people.
AUTONOMY support contribution
choice to know and be known creativity
freedom to see and be seen discovery
independence to understand and efficacy
space be understood effectiveness
spontaneity trust growth
hope
CONNECTION HONESTY learning
acceptance authenticity mourning
affection integrity participation
appreciation presence purpose
belonging self-expression
cooperation PHYSICAL WELL-BEING stimulation
communication air to matter
closeness food understanding
community movement/exercise
companionship rest/sleep PEACE
compassion sexual expression beauty
consideration safety communion
consistency shelter ease
empathy touch equality
inclusion water harmony
intimacy inspiration
love MEANING order
mutuality awareness
nurturing celebration of life PLAY
respect/self-respect challenge joy
safety clarity humor
security competence
stability consciousness
© 2005 by Center for Nonviolent Communication
Website: www.cnvc.org
Email: [email protected]
Phone: +1.505-244-4041
RW205 U.S.A.1205.U1.0819 61
The Perfect Presentation NEEDS AND FEELINGS
FEELINGS INVENTORY
The following are words we use when we want to express a combination of emotional states and
physical sensations. This list is neither exhaustive nor definitive. It is meant as a starting place to
support anyone who wishes to engage in a process of deepening self-discovery and to facilitate
greater understanding and connection between people.
There are two parts to this list: feelings we may have when our needs are being met and feelings
we may have when our needs are not being met.
FEELINGS WHEN YOUR NEEDS ARE SATISFIED
AFFECTIONATE HOPEFUL invigorated tickled relieved
compassionate expectant lively satisfied
friendly encouraged passionate EXHILARATED serene
loving optimistic surprised blissful still
open hearted vibrant ecstatic tranquil
sympathetic CONFIDENT elated trusting
tender empowered GRATEFUL enthralled
warm open appreciative exuberant REFRESHED
proud moved radiant enlivened
ENGAGED safe thankful rapturous rejuvenated
absorbed secure touched thrilled renewed
alert INSPIRED rested
curious EXCITED amazed PEACEFUL restored
engrossed amazed awed calm revived
enchanted animated wonder clear headed
entranced ardent comfortable
fascinated aroused JOYFUL centered
interested astonished amused content
intrigued dazzled delighted equanimous
involved eager glad fulfilled
spellbound energetic happy mellow
stimulated enthusiastic jubilant quiet
giddy pleased relaxed
© 2005 by Center for Nonviolent Communication
Website: www.cnvc.org
Email: [email protected]
Phone: +1.505-244-4041
62 RW205 U.S.A.1205.U1.0819
FEELINGS WHEN YOUR NEEDS ARE NOT SATISFIED
AFRAID AVERSION uninterested depleted unhappy
apprehensive animosity withdrawn exhausted wretched
dread appalled lethargic
foreboding contempt DISQUIET listless TENSE
frightened disgusted agitated sleepy anxious
mistrustful dislike alarmed tired cranky
panicked hate discombobulated weary distressed
petrified horrified disconcerted worn out distraught
scared hostile disturbed edgy
suspicious repulsed perturbed PAIN fidgety
terrified rattled agony frazzled
wary CONFUSED restless anguished irritable
worried ambivalent shocked bereaved jittery
baffled startled devastated nervous
ANNOYED bewildered surprised grief overwhelmed
aggravated dazed troubled heartbroken restless
dismayed hesitant turbulent hurt stressed out
disgruntled lost turmoil lonely
displeased mystified uncomfortable miserable VULNERABLE
exasperated perplexed uneasy regretful fragile
frustrated puzzled unnerved remorseful guarded
impatient torn unsettled helpless
irritated upset SAD insecure
irked DISCONNECTED depressed leery
alienated EMBARRASSED dejected reserved
ANGRY aloof ashamed despair sensitive
enraged apathetic chagrined despondent shaky
furious bored flustered disappointed
incensed cold guilty discouraged YEARNING
indignant detached mortified disheartened envious
irate distant self-conscious forlorn jealous
livid distracted gloomy longing
outraged indifferent FATIGUE heavy hearted nostalgic
resentful numb beat hopeless pining
removed burnt out melancholy wistful BACK
RW205 U.S.A.1205.U1.0819 63
The Perfect Presentation DEMONSTRATIONS
APPENDIX 3 | DEMONSTRATIONS
LOSS OF NUTRIENTS DEMONSTRATION |
CARROT TEST
Grate a carrot into a glass of water and stir.
Point out how the water turns orange. These are nutrients and Beta-carotene 3 (a major antioxidant)
that have leached into the water.
Mention that this can occur when vegetables are boiled, while with the Rena Ware “water-less” cooking
method more nutrients remain in the food.
3 Beta-carotene (β-carotene) is also known as provitamin A, because it is one of the most important precursors of vitamin A in the human diet. Source:School
of Chemistry, University of Bristol, UK http://www.chm.bris.ac.uk/motm/carotene/beta-carotene_vita.html. Accessed online in May 2019.
64 RW205 U.S.A.1205.U1.0819
“WATER-LESS” COOKING DEMONSTRATION |
MIXED VEGETABLES
Utensil: Reduce heat to low, close the valve, and cook
1.5 Litre w/cover for about 4 minutes or until the carrots are
soft.
Ingredients:
• 1 medium carrot, sliced (optional) Season with salt and freshly ground
• 1/2 cup of broccoli floret pepper to taste.
• 1/2 medium zucchini, cubed
• 1/2 medium red onion, sliced Serve and enjoy with the attendees at the
• 1/2 medium red pepper, sliced demonstration.
• Salt and pepper
Emphasize the advantages of cooking with
Preparation: Rena Ware and how it lets you master the art
Place the chopped vegetables in the 1.5 Litre of “Buen Comer”.
and add 1 or 2 tablespoons of water.
Cook over medium heat with the valve open
until the whistle sounds.
RW205 U.S.A.1205.U1.0819 65
The Perfect Presentation DEMONSTRATIONS
STOVETOP BAKING DEMONSTRATION |
PINEAPPLE UPSIDE-DOWN CAKE
Utensil:
Large Frypan (28 cm) Cover with the valve open and cook over
medium heat for 13 minutes.
Ingredients:
• 1 20-oz can (570 g) of pineapple slices Turn off the heat and let sit covered for 5
(save the syrup) minutes with the valve closed.
• 1 box vanilla cake mix
• 1/3 cup butter Remove the lid quickly so that condensed
• 3/4 cup brown sugar moisture does not drip onto the cake and
• Maraschino cherries check for doneness.
• Whipped cream (optional)
Remove the cake from the utensil by turning
Preparation: it quickly over a large plate.
Drain the pineapple juice into a measuring
cup. Carefully lift the utensil to separate it from
the cake.
Prepare the cake according to package
directions using the reserved pineapple juice Serve hot or cold with or without whipped
for the liquid. cream to attendees.
Melt the butter in the Large Frypan over
medium-low heat; add the brown sugar and
spread evenly in the bottom of the utensil.
Find more recipes in the Cookware Seminar
Place the pineapple slices in the frypan with (RW240) and our blog on renaware.com.
a cherry inside each slice and pour the cake
batter over the pineapples until the utensil is
two-thirds full.
66 RW205 U.S.A.1205.U1.0819
The Perfect Presentation
APPENDIX 4 | LEGAL REQUIREMENTS ON SALES
To avoid frustration and/or time spent in vain, make sure that you and your team are aware of the
following facts.
Rena Ware is unable to accept financed orders in several states. Some states have specific rules for
financed business, such as:
• Special Contract requirement
• IC Door to Door License requirement
• Company Legal presence in the State requirement
• Business Tax law
As a result, in the following states Rena Ware can accept cash sales only:
• New Hampshire
• Pennsylvania
• Minnesota
• Louisiana
• Iowa
• Wisconsin
Also, in Massachusetts no direct sales of any kind are permitted.
68 RW205 U.S.A.1205.U1.0819
APPENDIX 5 | FORMS
FEEDBACK FORM
This form can be used when observing a new Independent Representative during a mock
presentation or a real presentation. This form can also be used for self-evaluation.
Presenter’s name: ________________________________________________________________
Observer’s name: _________________________________________________________________
OVERALL
Accomplishments
What was really effective? What did the presenter do well?
List concrete accomplishments here. You could use the main sections of the detailed feedback
(below) to help you.
Examples:
paved the way (“You paved the way really well”)
asked for referrals (“I liked how you asked for referrals”)
communication techniques (“You used a variety of communication techniques”)
Suggestions for improvement
What could be improved?
If there are many things, choose the two or three most important ones. Make sure that:
• Suggestions for improvement are not more than accomplishments (what went well)
• Improvements are “actionable items.” For example, “be friendly” is not actionable because
it doesn’t clarify “what to do to be friendly”; actionable items to be friendly could be: smile
(more), make (more) eye contact, sit next to your prospect, etc.
BACK
RW205 U.S.A.1205.U1.0819 69
The Perfect Presentation
IN DETAIL
HOW? = How did he do it? = did it well
MP = mock presentation = needs more work
RP = real presentation = not applicable: it was not suitable to the
situation and/or the person didn’t do it
THE PRESENTER
HOW?
DO MP RP COMMENTS
Be on time.
Have all the
necessary
materials.
Keep materials
organized
and in good
conditions.
Wear
appropriate
clothing and be
well-groomed.
Other
[specify]:
70 RW205 U.S.A.1205.U1.0819
FEEDBACK FORM
THE PRESENTATION
DO USE HOW? COMMENTS
MP FP
STEP 1 Lines and suggestions
from this seminar
Pave the way.
p. 28
STEP 2 • Water Filters Brochure
(AQ700) pp. 1-14
Share the Rena
Ware Cause (Optional)
and present the • The Cause video
Water Bottle • Rena Ware Filter
as example of Bottle (if you have it)
prevention. • The Rena Ware
Filter Bottle video
• Question on
Invite the p. 15 (AQ700)
prospect to join • Suggested lines
your team. from this seminar
p. 31
STEP 3
Share the Rena Ware Difference
Rena Ware Brochure (RW516)
Difference.
Show the
Let’s Start! renakit.com
Program.
• Independent
STEP 4 Consultant
Enroll your Agreement (RW1)
prospect. • Self Evaluation on
Direct Selling Best
Fill out the Practices (RW32)
paperwork. • Guide to Direct Selling
Best Practices (RW33)
RW205 U.S.A.1205.U1.0819 71
The Perfect Presentation
DO USE HOW? COMMENTS
MP FP
STEP 5
Share the products • Water Filters Brochure
(AQ700) p. 13
Show the savings • Suggested lines
from buying the from this seminar
Rena Ware p. 34
Filter Bottle.
Show how the
savings can be
applied to other Grand Drawing Card
products that (RW54):
can improve Questions 1 - 2
the prospect’s
lifestyle.
If your prospect Grand Drawing Card
is not sure (RW54):
help him or Questions 3 - 4
her decide.
Depending
on prospect’s • Water Filters Brochure
answer to (AQ700) pp. 16 - 25
questions • (Optional) Water filters
introduce: sales video
• Cookware
At home water presentation
filtration brochure (RW720)
and/or • (Optional) “Buen
Cookware Comer” video
and the
“Buen Comer.”
72 RW205 U.S.A.1205.U1.0819
FEEDBACK FORM
HOW?
DO USE MP FP COMMENTS
Show chosen • Water Filters
products Brochure
in detail: (AQ700)
pp. 26-29
At home
water filters • Product Catalog
and/or (RW760)
Cookware.
(optional)
Recap/Show
overview Product Broadside
(RW70)
of chosen
product line.
STEP 6
Close the sale. Grand Drawing Card
(RW54):
Help prospect Question 5
choose a product.
Say regular price Current Price
and specials List (RW59)
and emphasize and Specials in
the savings. renakit.com
Grand Drawing Card
Present payment
options. (RW54):
Question 6
Sales contract
(RW620)
Fill out the Credit application
paperwork. (RW621) if applicable
Customer statement
concerning sales
presentation (RW51)
RW205 U.S.A.1205.U1.0819 73
The Perfect Presentation
DO USE HOW? COMMENTS
MP FP
STEP 7
Grand Drawing
Ask for referrals. Card (RW54)
Schedule a new Questions 7-9
presentation
(if applicable).
STEP 8
Share the
Difference again Suggested lines from
(if prospect has this seminar p. 44
not joined
Rena Ware yet).
Fill out the final Customer
paperwork, statement
regardless of the concerning sales
outcome of the presentation
presentation. (RW51)
FOLLOW UP
DO USE HOW? COMMENTS
MP FP
• Call, text, message
If you recruited a on social media
member, reach • Link to renakit.com
out to him or her • Suggested lines
and offer support. from this seminar
p. 45
• Call, text, message
If you sold on social media
product. Reach • Use & Care videos
out to your and links to manuals
customer and • RenaBlog
offer support. • Suggested lines
from this seminar
p. 46
74 RW205 U.S.A.1205.U1.0819
FEEDBACK FORM
COMMUNICATION
VERBAL COMMUNICATION
Example sentences are taken from this seminar. Please check for larger context.
DO HOW? COMMENTS
MP RP
Listen: identify
prospect’s needs.
Ask open questions.
What do you like to cook?
Ask for more
information.
Ask yes/no questions.
How many people
are in your family?
Pause.
Clarify.
So what I hear you say is
that you would drink more
water if it tasted better.
Acknowledge.
So these utensils feel
familiar to you.
Use easy words
/ some of the
prospect’s words.
The Rena Ware Bottle
would be perfect for
your travels.
Mention the
connection with
a referral.
Your cousin said you
like traveling.
Use testimonials.
Many of our Independent
Representatives joined
because they loved the
products so much...
Other [specify]:
RW205 U.S.A.1205.U1.0819 75
The Perfect Presentation
OBJECTIONS MANAGEMENT
DO HOW? COMMENTS
MP RP
Accept (don’t
ignore or avoid).
Listen.
Confirm.
Offer
options.
Other
[specify]:
NON-VERBAL COMMUNICATION
HOW?
DO COMMENTS
MP RP
Relax (open)
body and face.
Make eye contact.
Smile.
Nod.
Gesture
intentionally.
Is mindful of
personal space.
Use appropriate voice.
Volume • Pitch • Speed
76 RW205 U.S.A.1205.U1.0819
OBSERVATION FORM
OBSERVATION FORM
This form can be used to observe an experienced presenter.
Date: ___________
Presenter’s name: ________________________________________________________________
Observer’s name: _________________________________________________________________
OVERALL
Accomplishments
What was really effective? What did the presenter do well?
List concrete accomplishments here. You could use the main sections of the detailed feedback
(below) to help you.
Examples:
paved the way (“You paved the way really well”)
asked for referrals (“I liked how you asked for referrals”)
communication techniques (“You used a variety of communication techniques”)
BACK
RW205 U.S.A.1205.U1.0819 77
The Perfect Presentation
IN DETAIL
Yes = the presenter did this
N/A = not applicable: it was not suitable to the situation and/or the presenter didn’t do it
THE PRESENTER
DO DONE? COMMENTS
Be on time. Yes | N/A
Have all the
necessary Yes | N/A
materials.
Keep materials
organized Yes | N/A
and in good
conditions.
Wear
appropriate Yes | N/A
clothing and be
well-groomed.
Other Yes | N/A
[specify]:
78 RW205 U.S.A.1205.U1.0819
OBSERVATION FORM
THE PRESENTATION
DO USE DONE? COMMENTS
STEP 1 Lines and suggestions
from this seminar Yes | N/A
Pave the way.
p. 28
• Water Filters Brochure
STEP 2
(AQ700) pp. 1-14
Share the Rena
Ware Cause (Optional)
and present the • The Cause video Yes | N/A
Water Bottle • Rena Ware Filter
as example of Bottle (if you have it)
prevention. • The Rena Ware
Filter Bottle video
• Question on
Invite the p. 15 (AQ700)
prospect to join • Suggested lines Yes | N/A
your team. from this seminar
p. 31
STEP 3
Share the Rena Ware Difference
Rena Ware Brochure (RW516) Yes | N/A
Difference.
Show the
Let’s Start! renakit.com Yes | N/A
Program.
• Independent
STEP 4 Consultant
Enroll your Agreement (RW1)
prospect. • Self Evaluation on
Direct Selling Best Yes | N/A
Fill out the Practices (RW32)
paperwork. • Guide to Direct Selling
Best Practices (RW33)
RW205 U.S.A.1205.U1.0819 79
The Perfect Presentation
DO USE DONE? COMMENTS
STEP 5
Share the products • Water Filters Brochure
(AQ700) p. 13
Show the savings • Suggested lines Yes | N/A
from buying the from this seminar
Rena Ware p. 34
Filter Bottle.
Show how the
savings can be
applied to other Grand Drawing Card
products that (RW54): Yes | N/A
can improve Questions 1 - 2
the prospect’s
lifestyle.
If your prospect Grand Drawing Card
is not sure (RW54): Yes | N/A
help him or Questions 3 - 4
her decide.
Depending
on prospect’s
answer to • Water Filters Brochure
questions (AQ700) pp. 16 - 25
introduce: • (Optional) Water filters
sales video
• Cookware Yes | N/A
At home water
filtration presentation
and/or brochure (RW720)
Cookware • (Optional) “Buen
and the Comer” video
“Buen Comer.”
80 RW205 U.S.A.1205.U1.0819
OBSERVATION FORM
DO USE DONE? COMMENTS
Show chosen
products • Water Filters
in detail: Brochure
(AQ700) Yes | N/A
At home pp. 26-29
water filters
and/or • Product Catalog
Cookware. (RW760)
(optional)
Recap/Show
overview Product Broadside Yes | N/A
of chosen (RW70)
product line.
STEP 6
Close the sale.
Grand Drawing Card
(RW54): Yes | N/A
Help prospect
choose a product. Question 5
Say regular price Current Price
and specials List (RW59)
and emphasize and Specials in Yes | N/A
the savings. renakit.com
Grand Drawing Card
Present payment Yes | N/A
options. (RW54):
Question 6
Sales contract
(RW620)
Fill out the Credit application
paperwork. (RW621) if applicable Yes | N/A
Customer statement
concerning sales
presentation (RW51)
RW205 U.S.A.1205.U1.0819 81
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DO USE DONE? COMMENTS
STEP 7
Grand Drawing
Ask for referrals. Card (RW54) Yes | N/A
Schedule a new Questions 7-9
presentation
(if applicable).
STEP 8
Share the
Difference again Suggested lines from Yes | N/A
(if prospect has this seminar p. 44
not joined
Rena Ware yet).
Fill out the final Customer
paperwork, statement
regardless of the concerning sales Yes | N/A
outcome of the presentation
presentation. (RW51)
FOLLOW UP
DO USE DONE? COMMENTS
• Call, text, message
If you recruited a on social media
member, reach • Link to renakit.com Yes | N/A
out to him or her • Suggested lines
and offer support. from this seminar
p. 45
• Call, text, message
If you sold on social media
product. Reach • Use & Care videos
out to your and links to manuals Yes | N/A
customer and • RenaBlog
offer support. • Suggested lines
from this seminar
p. 46
82 RW205 U.S.A.1205.U1.0819
OBSERVATION FORM
COMMUNICATION
VERBAL COMMUNICATION
Example sentences are taken from this seminar. Please check for larger context.
DO DONE? COMMENTS
Listen: identify Yes | N/A
prospect’s needs.
Ask open questions. Yes | N/A
What do you like to cook?
Ask for more Yes | N/A
information.
Ask yes/no questions.
How many people
are in your family? Yes | N/A
Pause. Yes | N/A
Clarify.
So what I hear you say is Yes | N/A
that you would drink more
water if it tasted better.
Acknowledge.
So these utensils feel Yes | N/A
familiar to you.
Use easy words
/ some of the
prospect’s words. Yes | N/A
The Rena Ware Bottle
would be perfect for
your travels.
Mention the
connection with
a referral. Yes | N/A
Your cousin said you
like traveling.
Use testimonials.
Many of our Independent
Representatives joined Yes | N/A
because they loved the
products so much...
Other [specify]: Yes | N/A
RW205 U.S.A.1205.U1.0819 83
The Perfect Presentation
OBJECTIONS MANAGEMENT
DO DONE? COMMENTS
Accept (don’t Yes | N/A
ignore or avoid).
Listen. Yes | N/A
Confirm. Yes | N/A
Offer Yes | N/A
options.
Other Yes | N/A
[specify]:
NON-VERBAL COMMUNICATION
DO DONE? COMMENTS
Relax (open) Yes | N/A
body and face.
Make eye contact. Yes | N/A
Smile. Yes | N/A
Nod. Yes | N/A
Gesture Yes | N/A
intentionally.
Is mindful of Yes | N/A
personal space.
Use appropriate voice. Yes | N/A
Volume • Pitch • Speed
84 RW205 U.S.A.1205.U1.0819
APPENDIX 6 | GAMES
GAME 1 | THE OBJECTIONS BOARD GAME
What you need
A printed version of the board on the next page per pair or small group.
One coin per pair or small group.
One different tiny object per player (e.g. a paper clip, an eraser, a small paper ball, etc.)
Rules
• Place the objects at the start. Flip the coin to move your object along the board:
Heads = move forward 1 square Red squares = false objections
Tails = move forward 2 squares Green squares = real objections
• When you land on a square have your partner read the objection to you. Use a
communication technique to manage the objection, depending on the type of objection.
Read each objection out loud and respond to it.
• If you cannot come up with a sentence to manage the objection and you have to look at the
solutions, you move back two squares (one square if you are one square from the start).
RW205 U.S.A.1205.U1.0819 85
The Perfect Presentation
GO! This cookware I can’t buy in my house. afford it.
I don’t have
I can’t
much room
is very
it now.
expensive.
1 2 3 4
I don’t
know if I My stove is Leave the
really need very small. flyer in the
Throw again them. mailbox.
8 7 6 5
I want to
My husband I’m not talk about I don’t have
doesn’t let interested. I don’t have it with my child care.
me work. time. husband/wife.
9 10 11 12 13
I have a full
I cannot time job and
join now. I don’t want
Miss a turn to leave it. Go back a
square
17 16 15 14
I don’t know
I’m not good you. I’m not
at talking I don’t know I can’t join going to give
to people I anyone to now. you my checks
don’t know. sell to. and my credit Go back a
card number. square
18 19 20 21 22
I’m afraid
I have to think I have the utensils
about it. something will get
similar.
Throw again damaged
26 25 24 23
The people
I can’t sell I know can’t Call me later.
afford these
Miss a turn products. FINISH
27 28 29 30
86 RW205 U.S.A.1205.U1.0819
GAME 2 | THE OBJECTIONS ROLE-PLAY
Purpose of the game:
To practice listening and responding to objections.
Number of participants:
From 1 (If the trainer can role play with him/her) to 20 max (because of the number of cards).
Duration:
About 45 minutes, but varies depending on number of participants and rounds.
What you need:
One full set of objection cards or one subset (getting in, sales, recruitment), depending on the
number of participants and the option you choose.
Tell participants the purpose and process of the game BEFORE distributing cards to them.
Process
Option 1 | Large groups (10-20 participants): Mix and mingle
Tell participants the objective of the game.
Tell participants you are going to give them a card with an objection and a suggested response,
and you would like them to read it silently and come to you if they don’t understand the sentences
on the card.
Give one card to each participant.
Tell participants that in a moment they are going to move around the room and pair up with
someone.
Before they do, explain that when they are with a partner the two of them take turns reading the
objection on their card and responding to it. They should let their partner give a few responses
before reading the suggested responses from the card.
Example:
A: (Reading OBJECTION from card): I’m not interested.
B: (Trying to respond): These products are very interesting.
A: Try again.
B: You’re not interested in the opportunity to win amazing products?
A: You got it./That’s right. (That is the suggested response)
If necessary, use this example to demonstrate the game with one participant. (Then remove that
card from the deck).
Keep track of time. You could have 2-minute rounds: 1 minute per card, i.e. 2 minutes per pair.
When time is up, the participants move on, find another partner and repeat the game.
RW205 U.S.A.1205.U1.0819 87
The Perfect Presentation
Option 2 | Small groups (1-10 participants): In pairs
Divide the cards into decks and give a small deck to each participant. Make sure you give a
mixture of cards with different kinds of objections (getting in, sales, recruitment).
Put participants in pairs.
Tell participants to take turns reading the objections and responding to them, as in the example
in Option 1. They keep doing this until the go through their cards.
If there is time, pairs can trade decks and continue playing.
Encourage participants to write down any good response they hear that is not among the suggested
responses.
At the end, debrief: ask participants to share any good response the heard. If everybody agrees
that a response works, consider adding it to the list of suggested responses.
For option 1 and 2:
Ask a friend or family member to play the role of the prospect and read the objections to
you.
Cover the response cards. Read the objections and respond. Challenge yourself and see
how many objections you can manage in 1 minute.
Cut.
Fold.
88 RW205 U.S.A.1205.U1.0819
Possible responses
OBJECTION
I don’t have time. You don’t have time for something
that will benefit you?
Possible responses
OBJECTION
I’m not interested. You’re not interested in the opportunity
to win amazing products?
Possible responses
OBJECTION
Leave the flyer in the mailbox. You don’t want to see what
else I have for you?
Possible responses
OBJECTION
What works better for you tomorrow
Call me later. morning or afternoon?
RW205 U.S.A.1205.U1.0819 89
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OBJECTION Possible responses
I can’t afford it. And if I show you that you can pay monthly,
what is a monthly payment you can afford?
Possible responses
• I see. And in addition to that, is there some other
reason? Is there something else on your mind?
OBJECTION • Obviously you have a reason for saying that. Would
This cookware is very expensive. you be willing to share it?
• What exactly worries you? Is the price, the down
payment, or is it something else?
• I see. What if I show you our financing options/
payment plans?
OBJECTION Possible responses
I can’t buy it now. What would make you
close the deal now?
Possible responses
• I understand. Would it help if I gave a
presentation for your spouse to see the
OBJECTION benefits of the Rena Ware products?
I want to discuss it with my husband/wife. • I understand and it makes sense to make
the decision together. But you know what?
My customers who have bought these
products without telling their spouses, tell
me that their spouses love the products.
90 RW205 U.S.A.1205.U1.0819
Possible responses
• Would you feel more comfortable if I told you
OBJECTION a bit more about Rena Ware and my role?
I don’t know you. I’m not going to give I understand. Let me show you my
you my checks or credit card number. • Independent Representative Guarantee. If a
representative does not remit money to the
company, Rena Ware refunds the customer.
Possible responses
OBJECTION Would it help if I showed you how
I’m afraid the utensils will get damaged. easy it is to give them proper care
so they will last a lifetime?
Possible responses
• Similar is not the same. If you were traveling to
Mexico, would it be the same to travel by bus or by
OBJECTION plane? Both means take you there, but with which
would you feel better? With Rena Ware water-less
I have something similar. cooking method, your food keeps more nutrients,
tastes better and looks better.
• Similar is not the same. With Rena Ware
cookware... you can use the water-less cooking
method… (list other key benefits)
Possible responses
OBJECTION
• What exactly requires more thought
I want to think about it. before you can make a decision?
• Is it the product, the price or the
terms that you want to think about?
RW205 U.S.A.1205.U1.0819 91
The Perfect Presentation
Possible responses
OBJECTION • I see. And in addition to that, is there some
I can’t join now. other reason? Is there something else on
your mind?
• What would make you join now?
OBJECTION Possible responses
I have a full-time job and Would it help to know that
I don’t want to leave it. you can start part-time?
OBJECTION Possible responses
I’m not good at talking with What if you could get training on how
people I don’t know. to approach people effectively?
Possible responses
OBJECTION
Would it help if I showed you that there
I don’t know anyone to sell to. are a lot of people you could sell to?
92 RW205 U.S.A.1205.U1.0819
OBJECTION Possible responses
The people I know can’t And if you could sell to people who
afford these products. could afford the products?
OBJECTION Possible responses
I don’t have child care. What if you could do this during the
day, when your children are at school?
OBJECTION Possible responses
I can’t sell. What about selling worries you?
Possible responses
OBJECTION Would it help if I gave a presentation to
My husband doesn’t let me work. your husband to show how Rena Ware can
transform your lives?
RW205 U.S.A.1205.U1.0819 93
The Perfect Presentation
GAME 3 | OBJECTION-RESPONSE MATCHING
Purpose of the game:
To practice listening and responding to objections.
Number of participants:
Min 10, max 40 (because of the number of cards); however it works better with about 20 participants.
Duration:
May vary greatly depending on the number of participants.
What you need:
One full set of objection cards, printed in colors and cut up so that objections are separate from
responses.
Tell participants the purpose and process of the game BEFORE distributing cards to them.
Process
Make sure you shuffle the cards very well!
Give one card to each participant. If there are less than 40 participants, make sure you give
cards that match! For example, Objections 1-10 and Responses A-J.
Tell the participants to spread out the in the room and go around and “find their match”
(Objection+Response).
To do that, they will have to read their card to one another until they form a suitable Objection-
Response match.
When they do find their match, they are out of the game.
When you spot two participants who are matched up, check their match with the suggested
solution:
1 A 5 E 9 I 13 M
2 B 6 F 10 J 14 N
3 C 7 G 11 K 15 O
4 D 8 H 12 L 16 P
Ask “matched participants” to write more possible responses to the objections on their cards.
Encourage participants to write down any good response they hear that is not among the suggested
responses.
At the end, debrief: ask participants to share any good response the heard. If everybody agrees
that a response works, consider adding it to the list of suggested responses.
94 RW205 U.S.A.1205.U1.0819
1 | OBJECTION A | Possible responses
You don’t have time for
I don’t have time.
something that will benefit you?
2 | OBJECTION B | Possible responses
You’re not interested in
I’m not interested.
the opportunity to win
amazing products?
C | Possible responses
3 | OBJECTION You don’t want to see what
Leave the flyer in the mailbox.
else I have for you?
D | Possible responses
4 | OBJECTION What works better for you
Call me later.
tomorrow morning or afternoon?
RW205 U.S.A.1205.U1.0819 95
The Perfect Presentation
e | Possible responses
5 | OBJECTION And if I show you that you can
I can’t afford it.
pay monthly, what is a monthly
payment you can afford?
f | Possible responses
• I see. And in addition to that, is there some
other reason? Is there something else on
6 | OBJECTION • your mind?
Obviously you have a reason for saying that.
This cookware is very expensive.
Would you be willing to share it?
• What exactly worries you? Is the price, the
down payment, or is it something else?
• I see. What if I show you our payment plans?
7 | OBJECTION G | Possible responses
What would make you
I can’t buy it now.
close the deal now?
H | Possible responses
• I understand. Would it help if I gave a
presentation for your spouse to see the
8 | OBJECTION • benefits of the Rena Ware products?
I want to discuss it with
I understand and it makes sense to make
my husband/wife. the decision together. But you know what?
My customers who have bought these
products without telling their spouses, tell
me that their spouses love the products.
96 RW205 U.S.A.1205.U1.0819
I | Possible responses
• Would you feel more comfortable if I told you
OBJECTION a bit more about Rena Ware and my role?
9 | I don’t know you. I’m not • I understand. Let me show you my
going to give you my checks
or credit card number. Independent Representative Guarantee. If a
representative does not remit money to the
company, Rena Ware refunds the customer.
10 | OBJECTION J | Possible responses
Would it help if I showed you how
I’m afraid the utensils
will get damaged. easy it is to give them proper care
so they will last a lifetime?
K | Possible responses
• Similar is not the same. If you were traveling to
Mexico, would it be the same to travel by bus or
by plane? Both means take you there, but with
11 | OBJECTION which would you feel better? With Rena Ware
water-less cooking method, your food keeps
I have something similar.
more nutrients, tastes better and looks better.
• Similar is not the same. With Rena Ware
cookware... you can use the water-less cooking
method… (list other key benefits)
L | Possible responses
12 | I want to think about it. You don’t have time for something
OBJECTION
that will benefit you?
RW230MP 1230.01.0619 RW205 U.S.A.1205.U1.0819 97
The Perfect Presentation
M | Possible responses
13 | OBJECTION • I see. And in addition to that, is there
some other reason? Is there something
I can’t join now.
else on your mind?
• What would make you join now?
N | Possible responses
OBJECTION
14 | I have a full-time job and Would it help to know that
I don’t want to leave it. you can start part-time?
O | Possible responses
OBJECTION
15 | I’m not good at talking with What if you could get training on how
people I don’t know. to approach people effectively?
P | Possible responses
16 | OBJECTION Would it help if I showed you that there
are a lot of people you could sell to?
I don’t know anyone to sell to.
98 RW205 U.S.A.1205.U1.0819
17 | OBJECTION Q | Possible responses
The people I know can’t
And if you could sell to people who
afford these products. could afford the products?
R | Possible responses
18 | OBJECTION What if you could do this during the
I don’t have child care.
day, when your children are at school?
19 | OBJECTION S | Possible responses
What about selling worries you?
I can’t sell.
T | Possible responses
20 | OBJECTION Would it help if I gave a presentation to
your husband to show how Rena Ware
My husband doesn’t let me work.
can transform your lives?
RW205 U.S.A.1205.U1.0819 99
The Perfect Presentation
FEEDBACK
How helpful was this seminar ?
What would you do differently? How can we improve it?
Please send your comments to [email protected].
Put the name of the seminar in the subject line.
100 RW205 U.S.A.1205.U1.0819 | Home Office U.S.A. (425) 881.6171 | © 2019 R.W.I. renaware.com
RW205 U.S.A.1205.U1.0819
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