TRAINING business

Product Safety Awareness:

Managing Your Customer’s Health

Questions and Concerns

Tutorial

© 2013 Herbalife. All rights reserved. USA. #127922 ID4447 03/13

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Product Safety Awareness

What is it?

Product safety awareness is knowing how to optimally

manage health-related concerns or questions where

the consumer’s best interest is the No. 1 priority.

Why is it important?

Product safety awareness supports, protects and

promotes your organization and the Herbalife brand.

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Health Questions

What is a “health question”?

• Any medical, scientific, or technical inquiry a customer or Distributor has related to the use of Herbalife® products, in light of individual factors, such as pre-existing health conditions, dietary restrictions and/or the use of medications.

Examples of health questions may include:

• “I have a thyroid condition (and take medication). Can I consume ____ product(s)?”

• “I have irritable bowel syndrome. Which products are right for me?”

• “I am taking an antidepressant. Will any of the products interact with my medication?”

• “I have read some negative information about our products online. Do the products cause ____? Are they safe for individuals with ____?”

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Health Concerns

What is a “health concern”?

• Any health-related incident that a Distributor or their customer believes they have experienced while consuming an Herbalife® product(s).

• Types of health concerns/adverse reactions vary and some may appear to be very minor.

Examples of health concerns include:

• Nausea or upset stomach

• Headache

• Fatigue

• Constipation

• Rashes

• Caffeine sensitivity

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Why Is Product Safety Awareness

Important for Distributors?

• It is good customer service

Customers will know you care about them and take their questions and concerns seriously.

• It protects your business

Helps to preserve and cultivate good consumer relationships and customer retention while arming Distributors with knowledge and confidence.

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WOM: Word of Mouth

Remember:

One happy customer may tell one to two

people about their experience

But…

One unhappy customer will likely tell

everyone who will listen and NOW they can

even tweet or post on Facebook about it

with the possibility of reaching hundreds or

thousands of consumers!

Don’t let your customer issue go

“viral!”

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Why Is Product Safety Awareness

Important for Herbalife?

• It helps Herbalife continuously evaluate product performance and safety for all consumers

Customers and Distributors are our eyes and ears and a crucial component for maintaining our commitment to product safety and quality.

• It helps Herbalife comply with public health regulations

Demonstrates Herbalife’s commitment to monitoring consumer safety and allows us to comply with all regulatory responsibilities around consumer reports.

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Why Am I Hearing About Product

Safety Now?

If you are wondering why you are hearing about this now considering that we are industry leaders in product science and quality, take a look at these facts:

• Fact One: We have the utmost confidence in the quality and safety of our products.

• Fact Two: A customer’s product experience can be dependent on an infinite number of factors and for this reason, their individual feedback or concerns can be very unique and have an equally infinite number of possible answers which are best addressed by a qualified health or science professional.

• Fact Three: Herbalife has recognized that organized support for consumer health questions and concerns is a growing need and valuable business tool for Distributors. We have added a team of health and science professionals to our staff to help address this need and to train our Distributors globally.

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Common Misconceptions

Myth One: If I acknowledge a complaint about a product, it is like admitting that the product is bad or unsafe.

Fact One: Helping your customer/Distributor is not an admission of fault. You are not responsible for diagnosing or treating their issue.

We are obligated to make sure this feedback (however minor or seemingly unrelated to our products) receives proper review from trained health/science professionals so that our consumer feedback is accurate, up-to-date and consistent.

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Myth Two: If I do not have an answer, my customer/Distributor will think that I am not knowledgeable about my products or business.

Fact Two: Going the extra step to make sure a customer receives accurate information and a personalized response is a business asset that will enhance customer relationships and retention and instill Distributor/customer confidence.

Common Misconceptions (cont’d)

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• Do respond with sympathy and listen to your

customer’s concern.

• Do record the details of their concern.

• Do encourage your customer to report the situation

to Herbalife and to seek their personal physician’s

guidance if symptoms persist or worsen.

• Do respect the opinion of your customer’s physician

if they have sought their advice about an

unfavorable experience during product use.

• Do notify Herbalife of the situation yourself if your

customer prefers not to.

What to Do When a Customer Comes

to You With a Health Concern

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• Do not attempt to diagnose, give medical

advice or make product recommendations to

treat the reported symptoms.

For example, a customer says he or she is

experiencing a rash. Do not advise the

customer that this is a detoxification process,

or make an attempt to diagnose the cause.

What NOT to Do When a Customer

Comes to You With a Health Concern

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How to Contact Herbalife With a Health

Concern or Question

Call toll-free:

1-866-617-4273 Remember:

•Anyone can contact Herbalife with health

concerns or questions, including Distributors,

customers and health care professionals.

•Practicing product safety awareness will help

protect your business, your customers,

minimize negative “WOM” and promote our

brand in a positive way.

•Herbalife is committed to safety and quality

and has a team of professionals who are here

to help!

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The following information will help Herbalife provide you with the most accurate and up-to-date product answers:

•Contact information.

•Question(s) that you or the consumer would like answered.

•Name of product(s) that the consumer is using.

•Product lot number(s).

•If available, any pertinent health information, such as prescription medications taken and/or medical conditions, dietary restrictions or allergies.

Provide Relevant Information

The Lot Number is

different from the

SKU Number and

barcode:

To identify the

product’s Lot

Number, look for a

series of nine to 10

characters:

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Promote Safe Use of All Products

To help minimize the possibility of a health concern and to encourage safe use of Herbalife® products:

•Ask your customers to follow the label recommendations.

•Have customers with dietary restrictions and allergies check the label ingredient list with their physician before consumption.

•Advise your customers to consult a physician as necessary; anyone with a medical condition and/or using prescribed medication should consult their personal health care provider prior to use.

•Always respect the opinion and product recommendations of your customer’s health care professional.

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What will Herbalife do after addressing a

customer’s or Distributor’s question or

concern?

•Health and science professionals at Herbalife

review all questions and concerns and

continuously analyze data to identify any potential

safety issues as part of Herbalife’s proactive

approach to product and consumer safety.

•Personal data, such as your name and contact

information, will remain confidential; this

information will be shared only with Herbalife’s

medical and scientific professionals as needed.

Next Steps

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Questions?

If you have questions about this presentation, please

contact us at:

aer@herbalife.com

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Thank You!