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 RW205MP WW.1205.01.0819 51
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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.
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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
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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 RW205MP WW.1205.01.0819 EXCERCISE 30
DEMOSTRATIONS
PRACTICE
If you are in the mobile version of this seminar, use a pen or a pencil and a piece of paper
to write your answers. If possible, print out the pages that have illustrated exercises.
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TEACHING the PERFECT PRESENTATION SEMINAR
The following is a suggestion of how to break down the seminar into segments for training purposes, and
an estimate of the time required to teach each segment to a group. The time estimate includes some
practice and/or participants’ activities.
Take this estimate as a general reference, the actual time will vary depending on a number of factors,
including the size of the group, your preparation and experience in training, the preparation of the group,
the amount of practice you want to include, etc.
SEMINAR SEGMENT ESTIMATED TEACHING TIME
Communicating effectively about 2 hours
The perfect presentation:
process (flow tables) + preparation (pp. 24-27) + follow up after about 2 hours
an enrollment or a sale (pp. 45-46)
The perfect presentation: Steps 1 through 4 about 3 hours
The perfect presentation: Steps 5 through 8 about 3 hours
Managing objections about 2 hours (including about
45 min-1 hour for 1 game)
THE PERFECT PRESENTATION SEMINAR with activities 10-12 hours
After completing the seminar, including Practice and Assessment, you could make the following
arrangements.
1. 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.
2. 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.
3. Observations (2). Go with the representatives to an appointment. Observe them give the presentation
and fill out the Feedback form.
4. Feedback. After each step (1-3) have debrief sessions to go over your observations, and ask and
answer questions
5. 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.
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PRACTICE
Your responsibility as a Leader goes beyond merely “transferring information” to other Independent
Representatives. You are responsible for helping them grow. This involves creating a range of opportunities
for them to practice, and supporting them while they practice. In our experience, leaders’ support is
crucial to having representatives stay and thrive in Rena Ware.
PAY ATTENTION TO THE FOLLOWING ICONS
IN CLASS: Work with a partner in the training group, take turns role-playing the
representative and the prospect.
AT HOME: Work with a family member or a friend, ask them to role-play your prospect.
Practice the relevant part of the seminar, and then ask for feedback.
ON YOUR OWN: If possible, practice in front of a mirror and/or record your voice or make
a video. Watching or listening to yourself will give you useful feedback.
LINK TO CONTENT.
LINK TO ANSWERS.
LINK TO PRACTICE.
THINGS TO REMEMBER.
Quick questions to guide feedback during practice:
Stop:
what are you doing that is not effective or even counterproductive?
Keep:
what are you doing that is effective and you should do more of?
Start:
what are you not doing that could be effective and you should start doing?
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COMMUNICATING EFFECTIVELY
1 | Answer these questions:
a. What is required to communicate effectively?
__________________________________________________________________________________
b. What barriers can prevent you from listening?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
c. What can you do to overcome those barriers?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
2 | Do the activity on page 16, then answer these questions:
• How easy/difficult was it for you to answer the questions?
__________________________________________________________________________________
__________________________________________________________________________________
• What was easy/difficult for you?
__________________________________________________________________________________
__________________________________________________________________________________
• What did you learn from this activity?
__________________________________________________________________________________
__________________________________________________________________________________
3 | Write I (issue), F (feeling) and N (need) in the exchange below.
Ind. Rep. = Independent Representative
PROSPECT: I can’t sell… ( ___ )
1
IND. REP.: Are you worried ( ___ ) because you would like to succeed/be good at what you do?/
2
do a good job as a representative ( ___ )?
3
4 | Complete the representative’s line with a feeling, a need and a proposal.
Ind. Rep. = Independent Representative
PROSPECT: I don’t know you. I’m not going to give you my credit card number.
IND. REP.: Are you ___________ because you want/need ___________?
2
1
Would it help if ___________ ?
3
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REPRESENTATIVE:
PRACTICE
5 | Train yourself to be a better listener. Try activities a-c. 1
a. Sit alone in a public place- for example, a park, airport, coffee shop or restaurant. Use your ears
as directional microphones to pick up sounds and conversations. Focus on what you are hearing.
Do not judge what you are hearing (e.g. “bad/good sound”, “that person is totally wrong/right”),
just notice it.
b. During conversations, deliberately concentrate on listening. Notice when you are tuning out, or
thinking about what you are going to say next. Do not judge yourself. Just notice if these things
happen and bring your focus back on to listening.
c. Persuade a friend or family member to let you ask five questions. Prepare only the first question
(not the other four!). After asking, carefully listen to the response, pause, and then ask a second
question building on that response. Continue until you have asked five questions in total. You
could practice identifying feelings and needs, or asking closed and open questions.
6 | Match each example below (a-h) to the right communication technique (1-6).
Communication techniques Examples
1. Ask for more information a. Are you saying you would like to save money?
2. Pause b. Do you enjoy having meals with you family?
3. Ask open questions c. How often do cook?
4. Ask closed questions b d. It seems that fresh tasting water is important to you;
is that correct?
5. Clarify
e. Just think! A single Rena Ware Filter Bottle can replace
6. Acknowledge thousands of disposable plastic bottles. […]
f. Tell me more about that.
g. What are your favorite foods to cook?
h. You sound passionate about healthy, tasty food.
7 | Match communication examples a-h above to prospect’s statements 1-7 below. There is one extra
example that you do not need to match.
Prospect’s statements Example responses
1. I cook many different foods. g
2. I often cook for my friends.
3. I want my food to be tasty and nutritious.
4. I’m not sure about the water we drink.
5. Meals for me are family time.
6. The water here doesn’t taste very good.
7. We spend a lot of money on bottled water.
1 Adapted from S. Harrison (2010), Ideas Selling.
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8 | Imagine that your prospect makes the following statements (1-3). Respond to each statement
using the suggested communication technique.
1. “Food is important to me and my family.”
a. Ask for more information:
Tell me more about that
_____________________________________________________________________________
b. Ask an open question:
_____________________________________________________________________________
c. Ask a closed question:
_____________________________________________________________________________
2. “I’ve always wanted to have better cookware.”
a. Clarify:
_____________________________________________________________________________
b. Ask an open question:
_____________________________________________________________________________
3. “I’m tired of buying lots of bottled water.”
a. Acknowledge:
_____________________________________________________________________________
b. Ask a closed question:
_____________________________________________________________________________
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PRACTICE
9 | “Read” your prospect. Write each feeling in the correct space (a-f).
considering insecure bored (x2) interested closed
a. ________
b.________
c.________
d.________
e.________
f.________
10 | Train yourself in non-verbal communication. Try activities a-c.
a. Sit alone in a public place- for example, a park, airport, coffee shop or restaurant. Without staring
intensely, casually observe the people around you. Focus on their non-verbal communication. Do
not judge it (e.g. “nice/ugly smile”). Instead, try to identify their feelings.
b. Give a test presentation and record yourself on video. Then review the video and observe your
non-verbal: does what you see match how you felt while you were presenting? If the person in the
video were someone else, how would you feel about him/her and his/her presentation? What
did you learn about your non-verbal communication? What can you do about it?
c. Make a video of yourself while you are doing exercise 5c in this Practice. Review the video and
observe your non-verbal while you are talking and while you are listening. What did you learn
about your non-verbal communication? What can you do about it?
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11 | Read the prospect’s words and identify the main need underneath them. You can use Appendix 2
for help.
Prospect’s words Need
I’m Confused. ________________________________________
clarity, understanding
1. That’s too expensive. ________________________________________
2. I already have a job. ________________________________________
3. I want to talk about it with my spouse. ________________________________________
4. I am a member of the neighborhood
association. ________________________________________
5. This cookware looks really nice! ________________________________________
6. I don’t want any more appliances in
my kitchen. ________________________________________
12 | Talk for your prospect. Present the products and their benefits in an easy to understand manner.
Say the following benefits in a simpler way. Imagine you are explaining them to a child.
Difficult Easier
1. Deplete healthy food of beneficial properties. Take the nutrients away from the food
2. Heat efficient. ___________________________________
3. Biodegradable packaging. ___________________________________
4. Aqua ✓ Nano uses electropositive attraction
rather than a physical barrier to filter water. ___________________________________
5. Aqua ✓ Nano offers both high flow and
nanolevel filtration. ___________________________________
6. The Rena Ware Filter Bottle is made of BPA-
free Tritan. ___________________________________
7. The Rena Ware Filter Bottle has a dual electropositive
Aqua✓HD™ media with powdered activated carbon. ___________________________________
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PRACTICE
13 | Talk with your prospect. Listen to them and use some of their words.
A. Read what the prospect says and underline the words that you could use when talking with
him/her.
Prospect: My pots are quite old, but they still work. I know how to use them. The food doesn’t stick,
even when I cook meats or rice, and they are easy to wash. They also fit in my kitchen.
B. Check your answers, then write the underlined words in the spaces below (1-3) to describe the
benefits of the Rena Ware products.
Ind. Rep. = Independent Representative
2
1
Ind. Rep.: With Rena Ware cookware you can ____________ and the ____________ . All the
3
utensils are also very ____________ .
14 | When talking to a prospect referred to you by a friend or acquaintance, mention the connection.
A. Practice with these names and connections. For each one, say a sentence as in the examples.
friend / Alicia / you / healthy food
I talked with your friend Alicia and she said you really care about healthy food.
cousin / Javier / you / explore new business opportunities
Your cousin Javier said you might be interested in exploring new business opportunities.
1. colleague / Celia / you / high quality cookware
2. friend / Nestor / you / work on your own
3. Carla / neighbor / you / care about environment
4. cousin / Pablo / you / look into water filters
B. If the person who gave you the referral asked you not to use their name, then don’t.
If you think it is necessary to explain to the prospect how you got their name,
here is something you could say. Complete it with the missing words:
good mutual talk name
A _______ friend/acquaintance gave me your ______ . He/she told me that you would
1
2
4
be a ________ person for me to _________ to, because…
3
Be sure to follow up with a reason as in the previous exercise. It is important to mention
the reason because it will shift the focus of the conversation on to the purpose of your
contract.
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15 | Use testimonials. Match each testimonial (1-5) to a suitable situation (a-e).
Testimonial Situation
1. A new customer commented on my a. Virgita, 36, travels around
Facebook page that she baked her first the world for work.
cake on the stove and her kids loved it!
b. Noelia, 42, cares about
2. A long-time customer just bought the presentation.
new Zylstra Series and posted pictures
on Instagram of how nice it looks when c. Maria, 51, likes to bake.
you use it to serve food.
d. Hector, 38, is concerned about
3. A customer recently bought the the quality of his tap water.
Gourmet Set as an anniversary gift
for his wife. e. Cesar, 60, is looking for a
wedding gift for his niece.
4. A customer installed the CTU water
filter at his mother’s house, now she
feels good about the water she and
her family drink.
5. My nephew says he takes the bottle
everywhere now and he’s saved a lot
on bottled water.
PRESENTING EFFECTIVELY
16 | Preparing. Make it true for you. Write the most important thing for you to do among the
things mentioned in this section of the seminar, and in general for you:
The most important thing... from this section for me in general
a. ...to prepare for a presentation: review the materials
b. ...the day before
a scheduled presentation: check that there is gas in my car
c. ...the day of a
scheduled presentation:
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PRACTICE
17 | The Grand Drawing Card (RW54).
A. What benefit of the card is an advantage for both you and your prospect?
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
B. Write who gets each part of the card (a-c).
a. Top:
b. Mid:
c. Bottom:
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18 | Step 1: Pave the way.
A. Cold approach. Write down what you remember of the mini script on the front side of the Grand
Drawing Card (RW54).
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
B. Warm approach. Choose a known person from your Circle of Influence (RW120) and adjust the
mini-script following the example in this section of the seminar.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
C. Breaking the ice. Follow the suggestions on page 30 and write possible lines you could use.
For the cold market.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
For the warm market. Choose three people from your Circle of Influence (RW120) and write a line
for each of them.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
TRY it OUT!
Use the lines you wrote in the previous exercise.
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PRACTICE
19 | Step 2: Share the Cause and the Rena Ware Difference.
A. Share the Cause. Take the Water Filters Brochure (AQ700) and write the number of the pages
that you use to:
• explain the Cause: pp. _________
• invite your prospect
to join your team: pp. _________
B. Share the Rena Ware Difference. Take the Recruiting brochure (RW516) and write the number
of the pages that you use to:
• explain what sets Rena Ware apart
from other direct selling companies: pp. _________
• show the Rena Ware earnings program: pp. _________
• give examples of rewards and recognitions: pp. _________
• how the Difference ties in with the Cause: pp. _________
TRY it OUT!
You could play different types of prospects, with different situations. Practice
sharing the Difference so it is relevant to each one of them.
Use your Circle of Influence (RW120) or contact list. Choose three people
with very different situations. Practice sharing the Difference so it is relevant
to each one of them
20 | Step 4: Enroll your prospect.
Write the three things you can do to help your new team member prepare for his or her first
training session.
1. ________________________________________________________________________________
2._________________________________________________________________________________
3._________________________________________________________________________________
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21 | Step 5: Share the products.
A. Take the Water Filters Brochure (AQ700). If your prospect has not decided to join yet, what
page or pages do you use to transition to the products?
_______________________________
B. What part of the Grand Drawing Card (RW54) do you use to identify which product line to
introduce?
_______________________________
C. What part of the Grand Drawing Card (RW54) do you use if the prospect is not sure?
_______________________________
D. What materials and pages do you use to talk about:
• “Buen Comer”? _______________________________
• At home water filtration? _______________________________
E. What transition question do you ask to decide which product line to show in detail?
__________________________________________________________________________________
F. What materials and pages do you use to show in detail:
• the Cookware? _______________________________
• the Water filters models? _______________________________
TRY it OUT!
Choose one product line each and take turns presenting the products
Present the product line(s) according to the answers your friend/family
member gives to questions 1-4 of the Grand Drawing Card.
Choose a product or line of products to present.
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PRACTICE
22 | Demonstrations. Practice the demonstrations, even if you have no supplies: practice the
interactions.
A. Cookware
If you have the utensils and are going to do a cooking demonstration, ask for volunteers to assist
you. This will keep their attention, because it will involve more of their senses, and your presentation
will have greater impact.
Carrot test
Ask for a volunteer to grate the carrot into the glass. If no one volunteers, kindly ask one person in
particular: “Maria, would you be willing to help me?”
Mixed vegetables recipe and pineapple upside-down cake
Ask for volunteers to help you: depending on the size of the group and available supplies, it could be
one volunteer for the whole recipe, or different volunteers for the main steps of each recipe.
B. Rena Ware Filter Bottle.
Illustrate the features of the bottle and the benefits of each feature. Match each feature (1-7)
with a benefit (a-g).
Features Benefits
1. Carry loop a. The water stays clean and free of dust
and other particles.
2. Protective cap
b. High-capacity and high-flow filtration, it
3. Open/lock button won’t slow you down.
4. Rena Ware technology filter c. You can identify your own bottle when
there are many around you
5. Tritan container
d. You can throw your bottle in your bag
6. Fill from top or bottom and not worry about spills.
7. Color band e. It’s safe, free of harmful chemicals,
extremely durable.
f. It’s convenient and easy to grab and hold.
g. It’s easy to fill and clean.
TRY it OUT!
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23 | Step 6: Close the sale.
A. What parts of the Grand Drawing Card (RW54) do you use during the close of a sale?
_______________________________
TRY it OUT!
Practice with the products chosen through the answers to questions 1-4 of the
Grand Drawing Card.
Choose a product from the catalog.
B. Follow part I of the closing and practice responding to a positive and a negative reaction to
the price. Close your eyes and point your finger to a box below, respond based on the type of
reaction.
= The price is OK = the prices is not OK.
If you are working with a partner in class, when you point your finger, your partner responds,
and viceversa.
C. Follow up with a closing technique. Practice each way of closing:
Assumed close: ask one of the example questions
Direct close: ask one short question from the examples given, based on the type of product
chosen
Alternate close: ask one of the example questions
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PRACTICE
D. Follow parts II and III of the closing. Practice filling out contracts with different payment
methods: one with cash, one with credit card and one with a payment plan. If you are practicing
with a partner in class, choose one payment method each and take turns practicing.
E. Follow part IV of the closing. If you are practicing with a partner in class, divide the contract in
halves and take turns reviewing the details.
24 | Step 7: Ask for referrals.
A. What part of the Grand Drawing Card (RW54) do you use to ask for referrals?
_______________________________
B. What can you say to inform your customers that you are going to contact their referrals?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
TRY it OUT!
If applicable, use the same prospect characters you used before.
Ask a friend or family member to “play themselves”, while you will be yourself
(the representative).
Continue using the same people from your Circle of Influence (RW120) or
contact list that you used for the previous exercises.
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25 | Step 8: Share the Rena Ware Difference again. Say goodbye. Follow up.
A. Use the following chart to try the different things you can say.
TRY it OUT!
One of you points their finger to the chart, the other one responds.
Close your eyes and point your finger to the chart.
Then open your eyes, read and respond.
SHARE THE DIFFERENCE MAKE A FOLLOW UP CALL TO
MAKE A FOLLOW UP CALL A NEW CUSTOMER WHO HAS
TO A NEW TEAM MEMBER. WITH A CUSTOMER WHO
HAS BOUGHT COOKWARE. BOUGHT WATER FILTERS.
MAKE A FOLLOW UP CALL SHARE THE DIFFERENCE
SAY GOODBYE TO A TO A NEW CUSTOMER WHO WITH A PROSPECT WHO HAS
NEW CUSTOMER.
HAS BOUGHT COOKWARE NOT BOUGHT PRODUCTS.
MAKE A FOLLOW UP CALL SHARE THE DIFFERENCE
TO A PROSPECT WHO HAS WITH A CUSTOMER WHO HAS SAY GOODBYE TO A PROSPECT.
NOT BOUGHT PRODUCTS BOUGHT WATER FILTERS.
OR JOINED YOUR TEAM.
B. Choose a scenario (a-c) and practice what to say at each step:
TRY it OUT!
Choose a scenario for each person in the pair/small group.
Choose two scenarios or play all three.
a. CUSTOMER BOUGHT b. CUSTOMER BOUGHT c. PROSPECT DID NOT BUY
COOKWARE WATER FILTERS PRODUCTS OR JOIN YOUR TEAM
1
share the Rena Ware difference again
2
say goodbye
3
follow up
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PRACTICE
26 | A. Successful Rena Ware presenters have everything they need to make a presentation. To help
you get organized, you can use the Presentation Preparation Checklist.
It is a good idea to go over the checklist one or two days ahead of a scheduled presentation.
Presentation Preparation Checklist
Date:
Organization
I know:
• correct address
• directions
• departure time
• I am going to see other prospects.
• I have all the materials in print/mobile.
• The materials are organized in the order that I will be
needing them.
• (If applicable) I have demo pieces.
• The demo pieces are clean.
• (If applicable) I have ingredients for demo recipes.
• The clothes and shoes I will wear are clean and ready.
Goal setting
With this presentation my main goal is to:
• add a new member to my team
• close a sale
• get new appointments and referrals
• teach others
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The Perfect Presentation
B. Show enthusiasm. Your enthusiasm will not shine through unless it is genuine. To inspire
passion for the company, the Cause, the Rena Ware Difference, and the products, you first need
to feel that passion yourself. Here are some tips to connect with yourself and your presentations,
and boost your enthusiasm.
What is the first thing you do when you feel great about something?
(Think for example of the first time you video called someone, or the last time you cooked a delicious
meal that left everyone satisfied and complimenting you on your cooking skills.)
You tell people about it! And you often want them to have the same experience. You want to SHARE
the experience with others. That desire is very powerful. It “moves” you, and with it you move others
around you.
Top quality cookware (what’s your favorite feature or utensil?)
Extreme filtration water filters
Our Cause: Eliminate single-use plastic waste from our environment
“Buen Comer” – the art of eating healthy
Celebrating life and being together
Being able to grow your own business
The opportunity to reach your dreams
Helping others reach their dreams
In Rena Ware I feel great about
Think about sharing that. If you believe in it and are enthusiastic about it, others around you will
feel your enthusiasm! When you are about to give a presentation, take a moment to connect to that
feeling. Then use that feeling as a springboard to “dive” into your presentation.
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PRACTICE
MANAGING OBJECTIONS
27 | Answer the following questions:
a. What is an objection?
__________________________________________________________________________________
b. What are two reasons behind objections?
__________________________________________________________________________________
c. What is the L.C.O process? What does L.C.O stand for?
__________________________________________________________________________________
d. Who solves objections?
__________________________________________________________________________________
e. What does the representative do?
__________________________________________________________________________________
28 | Below is the example conversation from the seminar. Identify the techniques used by the
representative. Write the techniques in the spaces provided (1-8).
open question false objection real objection confirm the real objection
offer options pause closed question (x3)
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? __________________
0
PROSPECT: These utensils are very nice but...
You: ... __________________
1
2
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? __________________
3
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? __________________
4
5
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? __________________
6
RW205MP WW.1205.01.0819 75
The Perfect Presentation
7
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. __________________
8
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…
29 | Match the following objections with possible responses.
A. Getting appointments/Getting in
Objections Responses
1. Now is not a good time/ a. You don’t want to see what else I have for you?
I don’t have time.
b. What works better for you tomorrow morning
2. I’m not interested. or afternoon?
3. Call me later. c. Not a good time/you don’t have time for something
4. Leave the flyer in the mailbox. that will benefit you?
d. You’re not interested in the possibility to win amazing
products?
B. Recruitment
Objections Responses
1. I can’t join now. a. What if you could do this during the day, when your
children are at school?
2. I have a full-time job and I
don’t want to leave it. b. What if you could get training on how to approach
people effectively?
3. I’m not good at talking with
people I don’t know. c. I see. And in addition to that, is there some other
4. I don’t know anyone to sell to. reason? Is there something else on your mind?
5. The people I know can’t afford d. And if you could sell to people who could afford the
products?
these products.
e. Would it help to know that you can start part-time?
6. I don’t have child care.
f. Would it help if we gave a presentation to your husband
7. My husband doesn’t let me to show how Rena Ware can transform your life?
work.
8. I can’t sell. g. I see. What about selling worries you?
h. Would it help if I showed you that there are a lot of
people you could sell to?
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PRACTICE
C. Sales
Objections Responses
1. I can’t afford it. a. Would it help if I showed you how easy it is to give them
proper care so they will last a lifetime?
2. This cookware is very
expensive. b. Would you feel more comfortable if I told you a bit more
about Rena Ware and my role?
3. I can’t buy it now.
c. Similar is not the same. If you were traveling to Mexico,
4. I want to discuss it with my would it be the same to travel by bus or by plane? Both
husband/wife. means take you there, but with which would you feel
5. I don’t know you. I’m not better? With Rena Ware water-less cooking method, your
going to give you my checks food keeps more nutrients, tastes better and looks better.
or credit card number.
d. I see. And in addition to that, is there some other
6. I’m afraid the utensils will get reason? Is there something else on your mind?
damaged.
e. And if I show you that you can pay monthly, what is the
7. I have something similar. monthly payment you can afford?
8. I want to think about it. f. What exactly requires more thought before you can
make a decision?
g. I understand. Would it help if I gave a presentation for
your spouse to see the benefits of the Rena Ware
products?
h. What would make you close the deal now?
30 | Decide if the following are do’s (T) or don’ts (F), and then correct the don’ts.
1. Accept objections, welcome them with an open mind. T | F
2. Listen to all objections in order to identify the one to focus on. T | F
3. If your prospect objects firmly, contradict him/her. T | F
4. Emphasize the points you and your prospect agree on. T | F
5. Avoid objections if you don’t have the information to respond to them. T | F
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PRACTICE ANSWERS
1 | a. listening carefully, listening from the heart.
b. time pressure, thinking you know what your prospect is going to say or thinking about what you
are going to say, doing something else, judging.
c. by preparing, listening, focusing on your prospect and finding common ground.
3 | 1. I (Issue) | 2. F (Feeling) | 3. N (Need)
4 | Answers may vary. Here are some suggestions.
1. worried
2. to know that you can trust me
3. I told you more about Rena Ware and my role
In real life if your guess is wrong, the other person is likely to correct you. You can also keep
guessing. It shows that you are listening from the heart.
6 | 1f | 2e | 3g | 4b,c | 5a,d | 6h
7 | 1g | 2c | 3h | 4f | 5b | 6d | 7a | Extra: e
8 | Answers may vary. Here are some suggestions.
1. b) How do you prepare your food?
c) Do you want your food to be tasty and nutritious?
2. a) You would like high quality and durable cookware. OR You are not happy with your current
cookware.
b) What characteristics are important to you/do you look for in cookware?
3. a) You are frustrated about buying a lot of bottled water.
b) Would you like to have fresh tasting water at home without buying bottled water?
OR How many bottles do you buy each week?
9 | a. bored | b. closed | c. considering | d. bored | e. interested | f. insecure
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PRACTICE ANSWERS
11 | These are only example answers. Remember, if unsure, you can always ask your prospect questions
to help you identify their needs better.
1. stability, security
2. stability, support, security
3. space, support
4. belonging, community
5. beauty
6. order, space
In real life if your guess is wrong, the other person is likely to correct you. You can also keep
guessing. It shows that you are listening from the heart.
12 | Answers may vary. Here are some suggestions.
2. Doesn’t waste heat/Uses heat well.
3. Packaging that dissolves and doesn’t pollute the environment.
4. Aqua ✓ Nano uses a natural process to filter water.
5. With Aqua ✓ Nano you can get a normal flow and filtration of the smallest particles.
6. The Rena Ware Filter Bottle is made of plastic that is free from potentially harmful chemicals.
7. The Rena Ware Filter Bottle has a filter mesh containing carbon that acts like a powerful magnet
that attracts and traps contaminants.
13 | A. Answers may vary. Here are some suggestions.
Prospect: My pots are quite old, but they still work. I know how to use them. The food doesn’t stick,
even when I cook meats or rice, and they are easy to wash. They also fit in my kitchen.
In general, use the prospect’s words that refer to a familiar concept for the prospect, so as to ensure
understanding and maintain a connection.
B. 1. cook meats and rice | 2. food doesn’t stick | 3. easy to clean
14 | A. Answers may vary. Here are some suggestions.
1. Your colleague Celia mentioned you like high quality cookware.
2. Your friend Nestor said you are considering working on your own.
3. Carla, your neighbor, told me you really care about the environment.
4. Your cousin Pablo said that you were looking into water filters.
B. 1. mutual | 2. name | 3. good | 4. talk
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The Perfect Presentation
15 | 1c | 2b | 3e | 4d | 5a
17 | B. a. Top: administrative office | b. Mid: you | c. Bottom: customer
18 | A-B. Your own answers. See suggestions in this section of the seminar.
C-D. Your own answers. See the following few examples.
• What a lovely day!
• It’s cold today.
• What do you like doing on a day like this?
• What a lovely neighborhood. How long have you lived here? How do you like it?
• I like how you used the space in this room. Did you think about that a lot?
• Are those your children? They look so nice. What are their names? How old are they?
• Are you from around here?
• Where are you from? I know [name of the place]. I used to live there/visit my family there…
/I’ve never been there. I hear it’s nice.
19 | a. AQ700 pp. 1-14; p. 15
b. RW516 pp. 2-5; 8-10; 11; 12-13
20 | • briefly show RenaResources
• send your new Team Member a whatsapp message with a link to it, and encourage him or her to
explore the resources.
• say that they will learn how to create a list of prospects and how to earn products or buy them at
a representative discount.
21 | A. p. 13
B. Questions 1-2
C. Questions 3-4
D. Cookware presentation brochure (RW720), all pages; Water Filters Brochure (AQ700) pp. 16-25
E. What jumped out at you?/What feature(s) did you like?
F. Product catalog (RW760); Water Filters Brochure (AQ700) pp. 26-29
22 | A. Your own answers.
B. 1f | 2a | 3d | 4b | 5e | 6g | 7e
23 | A. Questions 5-6.
B-E. Your own answers based on this seminar.
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PRACTICE ANSWERS
24 | A. Questions 7-9.
B. I would love to talk with them about the benefits of joining my team and about letting me do a
product demonstration. If you have their numbers handy, I’ll give them a call tomorrow.
25 | A-B. Your own answers based on this section of the seminar.
26 | A-B. Your own answers
27 | a. a concern or an issue that the prospect has and that prevents you from recruiting them or
closing the sale.
b. prospect needs more information; prospect needs clarification.
c. a way to manage objections. Listen, confirm, offer.
d. the prospect.
e. offers available options.
28 | 1. pause | 2. false objection | 3. closed question | 4. closed question |
5. real objection | 6. closed question | 7. confirm the real objection |
8. offer alternatives
29 | A. 1c | 2d | 3b | 4a
B. 1e | 2d | 3h | 4g | 5b | 6a | 7c | 8f
C. 1c | 2e | 3b | 4h | 5d | 6a | 7f | 8g
30 | 2. T.
3. F. Acknowledge objections and mitigate them.
4. T.
5. F. Always take objections and if you don’t have the information to respond, offer to give it as
soon as possible.
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LEARNING ASSESSMENT
The Perfect Presentation PRACTICE ANSWER
If you are in the mobile version of this seminar, use a pen or a pencil and a piece of paper
to write your answers. If possible, print out the pages that have illustrated exercises.
82 RW205MP WW.1205.01.0819
LEARNING ASSESSMENT
Answer questions 1-17. Then check your answers and add up your score.
COMMUNICATING EFFECTIVELY
c. _________
1 | Label the picture: a. _________
• issues
• feelings
• needs
b. _________
Score: __ /3
2 | Complete each sentence with one word from the seminar.
a. For some people the most demanding action required for effective communication
is _________ .
b. Listening carefully requires our undivided __________ .
c. In order to connect with people, we should listen for their _________ .
d. After you have identified issues and needs, you can follow up with a ___________ .
Score: __ /4
3 | In the communication process, “pausing” helps to make the prospect:
a. Provide more information.
b. Feel intimidated by you.
c. Say what you want to hear.
d. Decide to purchase what you offer.
Score: __ /1
4 | Closed questions are used when we need…
a. Answers that provide additional information.
b. Specific or “yes”/“no” answers.
c. Answers that lead to the purchase confirmation.
d. Answers regarding topics unrelated to the presentation.
Score: __ /1
5 | When verbal and non-verbal communication do not match, which one do people believe more?
a. The verbal
b. The non-verbal
Score: __ /1
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6 | Complete the diagram with one word (from this seminar) in each space.
Make ___________ ___________. 3 ___________.
2
1
Check the ___________, 5 ___________ intentionally.
4
pitch and speed
of your voice.
Relax your
6 ___________.
Be mindful of personal ___________.
7
Score: __ /7
7 | Write a feeling in each space (a-e), according to this seminar.
a.________ d.________
b.________ e.________
c.________
Score: __ /5
84 RW205MP WW.1205.01.0819
LEARNING ASSESSMENT
PRESENTING EFFECTIVELY
8 | What is a benefit of the Grand Drawing Card (RW54)?
a. To help clarify questions and concerns within the LCO process.
b. To use as a tool for effective communication.
c. To better understand the Rena Ware Code of Ethics.
d. To use as a pocket guide for the presentation.
Score: __ /1
9 | Identify the correct materials to use during the presentation process. Choose a, b or c. for each
step (1-7) Note: This table only shows the main materials, more materials are introduced in the
seminar.
A B C
Conversation to get
to know prospect
1. Pave the way Product catalog (day, children, Recruiting Brochure
(RW760) (RW516)
neighborhood,
house, etc.)
2. Share the Recruiting Brochure Water Filters
Cause and (RW516) Recruiting video Brochure (AQ700)
invite to join pp. 1-15
3. Share the
Rena Ware Water Filters the Cause video Recruiting Brochure
Difference Brochure p. 15 (RW516)
• Independent
• Independent • Sales contract
Consultant Consultant (RW620)
Agreement (RW1)
4. Enroll the Agreement (RW1) • Self-evaluation on • Self-evaluation on
prospect • Sales contract direct selling best direct selling best
(RW620) practices (RW32)
• Direct Selling Best practices (RW32) • Contract Guide
Practices (RW33) • Direct Selling Best (RW530)
Practices (RW33)
RW205MP WW.1205.01.0819 85
The Perfect Presentation
A B C
• Cookware • Cookware
Presentation Presentation • Product Catalog
5a. Share the Brochure (RW720) Brochure (RW720) (RW760)
products • Water Filters • Water Filters • Water Filters
Brochure (AQ700) Brochure (AQ700) Brochure (AQ700)
pp. 16-25 pp. 1-15 pp. 16-25
• Product Catalog • Cookware • Product Catalog
Presentation
5b. Share (RW760) Brochure (RW720) (RW760)
the products • Water Filters • Water Filters • Water Filters
in detail Brochure (AQ700) Brochure (AQ700) Brochure (AQ700)
pp. 25-29 pp. 1-15
pp. 25-29
• Leaving piece • Current price list • Current price list
6. Close the sale (RW92) and specials and specials
• Sales contract • Product Broadside • Sales contract
(RW620) (RW70) (RW620)
Grand Drawing
Grand Drawing Grand Drawing Card (RW54)
7. Ask for Card (RW54) Card (RW54) Questions 7-9
referrals
Questions 5-6 Questions 1-2 Circle of Influence
(RW120)
8. Share the
Rena Ware
Difference
again
Score: __ /7
86 RW205MP WW.1205.01.0819
LEARNING ASSESSMENT
10 | Decide if the following statements are true (T) or false(F), according to this
seminar.
1. Launch right into the presentation, without announcing what is going to T | F
happen.
2. When sharing the Cause, you can use the Rena Ware Filter Bottle as an T | F
example of the solution.
3. When sharing the Difference, share examples of why you or others joined T | F
Rena Ware.
4. When enrolling your prospect do not mention the resources available to T | F
them in Rena Ware.
5. When talking about the cookware you should present it as a cooking system T | F
ideal for healthy cooking.
6. When talking about the at home filtration systems, you should not mention T | F
the technology.
7. When closing a sale, you should not mention the regular price. T | F
8. When asking for referrals, inform your prospect that you will contact them T | F
to give presentations.
Score: __ /8
11 | How can you follow up on a new team member?
a. You ask him or her for referrals and offer to share Rena Ware resources with them.
b. You ask him or her to buy some products and show them the representative discount.
c. You ask him or her how things are going and offer to share Rena Ware resources with them.
Score: __ /1
12 | What is “The Sale after the Sale”?
a. A follow-up presentation to show additional products and share the Rena Ware Difference again.
b. A follow-up call to praise the customer’s purchase, answer questions, and mention the
Rena Ware Difference again.
c. A follow-up report on customer’s satisfaction that you must submit to Rena Ware.
d. A follow-up message to send the link to renakit.com.
Score: __ /1
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The Perfect Presentation
MANAGING OBJECTIONS
13 | According to this seminar, what are objections?
a. Problems of your prospect that you should solve.
b. Concerns and needs of your prospect that you should explore.
c. Inconveniences that cannot be solved and block the sale.
d. Purchase issues of your prospect that you should contradict.
Score: __ /1
14 | What does LCO stand for?
a. Listen, Correct, Offer.
b. Learn, Confirm, Organize.
c. Listen, Confirm, Offer.
c. Learn, Correct, Organize. Score: __ /1
15 | Complete each line with the correct word of the LCO process (the lines are not in the usual order).
1 _______: ask closed questions and pause to get a “yes” response and understand the
objection clearly.
2 _______: present available options so your prospect can choose and solve the objection.
3 _______: pay attention to what your prospect is saying both verbally and non-verbally.
Score: __ /3
16 | According to this seminar, managing objections is a good time to:
a. Guess your prospect’s feelings and need out loud.
b. Make your prospect agree with you.
c. Convince your prospect that they have to buy.
d. Show your prospect what they didn’t understand. Score: __ /1
17 | At a glance. According to this seminar, are the following tips about communication, presentation
and objections true (T) or false (F)?:
a. Present the products and their benefits with a lot of complex technical details. T | F
b. Ask different types of questions to identify your prospect’s needs and concerns. T | F
c. When you present, show enthusiasm. T | F
d. If you don’t know how to respond to an objection, just ignore it. T | F
Score: __ /4
TOTAL SCORE: /50
88 RW205MP WW.1205.01.0819
ASSESSMENT ANSWERS
1 | a. feelings | b. needs | c. issues 5. T
6. F. Explain the technology: extreme
2 | a. listening | b. attention | c. needs | d. filtration, high flow, high
proposal capacity.
7. F. Do mention the regular price and
3 | a emphasize the savings when you
present the specials.
8. T
4 | b
11 | c
5 | b
12 | b
6 | 1. eye | 2. contact | 3. smile | 4. volume
5. gesture | 6. body | 7. space 13 | b
7 | a. interested | b. considering 14 | c
c. insecure | d. bored | e. closed
15 | a. confirm | b. offer | c. listen
8 | d
16 | a
9 | 1. B | 2. C | 3. C | 4. B | 5a. A | 5b. A
6. C | 7. C 17 | a. F. Present in an easy to understand
manner.
10 | 1. F. Briefly announce that you are going to b. T
talk about the Rena Ware Cause, the c. T
Rena Ware Difference and the products. d. F. If after listening and clarifying an
2. T objection, you don’t know how to
3. T respond to it, say you will get back to
4. F. Show and share RenaResources and the person later, and then do!
other support materials such as social
media.
HOW DID YOU DO?
Total Score Recommendation
Large portions of this content are still a bit difficult for you. Review the content
0 - 30 pages and do the practice again. Dedicate some time to it. Maybe ask your
sponsor or leader for support or clarification. Then take the assessment again.
Good job! You have learned most of this seminar. Look over the answers you got
31 - 45 wrong: do you understand why they are wrong? Go back to the content pages and
review those parts.
Excellent! You got all or nearly all of the content in this seminar. Check the answers
45 - 50 you got wrong: do you understand why they are wrong? Go back to the content
pages and review those parts.
BACK
RW205MP WW.1205.01.0819 89
The Perfect Presentation
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.
90 RW205MP WW.1205.01.0819
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.
RW205MP WW.1205.01.0819 91
The Perfect Presentation DEMOSTRATIONS
APPENDIX
92 RW205MP WW.1205.01.0819
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
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The Perfect Presentation
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
94 RW205MP WW.1205.01.0819
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
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The Perfect Presentation
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
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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.
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The Perfect Presentation
“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.
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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.
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