FEEDBACK FORM
APPENDIX 4 | 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
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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]:
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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)
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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.”
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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
of chosen (RW70)
product line.
STEP 6
Close the sale. Grand Drawing Card
(RW54):
Help prospect Question 5
choose a product.
Say regular price Current Price List
and specials and Specials in
and emphasize renakit.com
the savings.
Grand Drawing Card
Present payment
options. (RW54):
Question 6
Sales contract
(RW620)
Fill out the
paperwork.
Credit application
(RW621) if applicable
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DO USE HOW? COMMENTS
MP FP
STEP 7
Ask for referrals. Grand Drawing
Schedule a new Card (RW54)
presentation Questions 7-9
(if applicable).
STEP 8
Share the
Difference again Suggested lines from
(if prospect has this seminar p. 44
not joined
Rena Ware yet).
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
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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]:
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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
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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
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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]:
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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)
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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.”
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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
and specials Current Price List
and Specials in
and emphasize 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 Yes | N/A
paperwork.
Credit application
(RW621) if applicable
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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
(if prospect has this seminar p. 44 Yes | N/A
not joined
Rena Ware yet).
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
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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
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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
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APPENDIX 5 | 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).
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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
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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.
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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.
120 RW205MP WW.1205.01.0819
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?
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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.
122 RW205MP WW.1205.01.0819
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?
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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?
124 RW205MP WW.1205.01.0819
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?
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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.
126 RW205MP WW.1205.01.0819
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?
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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.
128 RW205MP WW.1205.01.0819
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?
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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.
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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?
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The Perfect Presentation
FEEDBACK
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