LUX INTERNATIONAL

Present by: Dóra Zelenák

Barbara Rácz

Rolland Illés

Wan Ariel

Tran Duc Trung

Almert Mert Karacan

Marc Antoine Mouillet

CONTENTS

INTRODUCTION PRODUCTS LEADERSHIP VISION, MISSION, STRATEGY CUSTOMERS ORIENTATION IN STRATEGY THEIR CUSTOMER SERVICE OFFERS RECRUITMENT THE PROCESS OF RECRUITMENT MOTIVATION DEALING WITH CUSTOMERS CUSTOMERS’ EXPECTATIONS DIRECT COMMUNICATION

INTRODUCTION

Lux International is a Family owned company with operations around the world based in Switzerland found by Axel Wenner-Gren.

Lux operates since over 100 years under its principal brand Lux.

Lux International is a successful operation together with partner companies from the Lux Partnership Alliance, Eureka Forbes India, AMC Cookware South Africa, Aerus US and Forbes Lux Group Switzerland 

32 national sales organizations

1000 sales offices

17000 mostly full time sales consultants in

Europe, India, Africa and Latin America

1700 employees

600m $ turnover

In 2007, Lux International has formed a joint

venture company with Eureka Forbes India, the

country’s largest direct sales company. Eureka

Forbes is the undisputed market leader in India

in the sale of vacuum cleaners and water

purifier

PRODUCTS

Bright home line Pure Air Line Pure Water Line Fresh Food Line Professional Line

LEADERSHIP

there is one headquarter of each region.

local directors: financial, administrative tasks

local regional director: selling tasks

VISION, MISSION, STRATEGY

Vision: to be the world’s No. 1 direct sales company for premium healthy home products.

Mission: To fulfill the dreams and goals of their Lux partners around the world.

Core of strategy: The personal contact between our Lux partners and our Lux customers

CUSTOMERS ORIENTATION IN STRATEGY

they create superior value for their

customers by ensuring life-time direct service

through a personalized fulfillment of service

requirements

this includes home service subscription

concepts

customer friendly home based ordering

facilities

free-of-charge service home visits

customer service: Providing quality service to

our customers has a strong tradition

THEIR CUSTOMER SERVICE OFFERS

Home delivery service

” call us at the local customer service telephone

number and we will send the consumable to your

home or working place”

Local service hotline

Local repair service centre

Tailor-made service contracts

Clear systematization of products which

recommended by experts

Tips for healthy living

RECRUITMENT

Sales consultant shouldhave good communication skillbe courtlybe motivatedbe self-confidentbe independentbe trustworthyhave good appearancehave experience in the same field of workhave an own carhave aptitude

in order to the Lux hire him

THE PROCESS OF RECRUITMENT

throught the Internet applicants should upload their CV they advertise new jobs once a month ( but in

Debrecen twice a month because the low fluctuation)

then CV is selected selection process comes in the first round, they have a personal interview

with the local regional leader a 5 days long training („field week”) lux has got a 5 steps training system

MOTIVATION

„agent comission system”

Comission is calculated on the number of the sold

products

Commissions are intended to create a strong

incentive

the better they perform the higher salary they get

the upper limit of the commission is infinite

the aim of it can be to encourage the workers to

reach that kind of performance, which can't be

expressed by the basic salary

DEALING WITH CUSTOMERS their slogan is

”Providing quality service to our customers”

it is a direct selling company the customer service is provided in a specific form

personal connection personal impression is emphasized at the first place of their corporate philosophy is

to provide the best service to their customers and fulfill the most of their expectations

they try to target the high-touch customers their aim is to cultivate a lasting and beneficial

connection with customers

CUSTOMERS’ EXPECTATIONS

availability

accessibility

accountability

flexible working hours

they can fulfill these expectation

they promote their products in that time and at

that place where the customers are required it

customer retention is really important

the company provide relaxed, direct atmosphere

customer satisfaction is also measured directly

DIRECT COMMUNICATION

listening talking the non-verbal communication

Sales consultant should realize what customers’ facial expression say about the information that they’re just listening

According to the customers’ facial expression the sales consultant may change the way of their ”presentation”

consultant have to deal with challenging customers dealing with those customers who

is noncommunicative have ”poker face” have difficulty in making decisions imply that they are doing you and your company

a big favor for doing business can be a challenging

THANK YOU FOR YOUR ATTENTION!