Product Changes: How to Deal

• June 16th, 2007
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The following information was sent to me last night by my director. I think it has some very helpful information and advice where product changes are concerned. Change is good. Remember that. Also remember, that it is against human nature to want to change. Most people reach a comfort zone, but sometimes, in order to improve, change must happen–even if it’s uncomfortable or even scary. These product changes are not the end of the world or the downfall of our MK businesses. They are just part of business as usual and adjustments will need to be made. This should be very useful information:

THIS IS VERY IMPORTANT INFORMATION - PLEASE READ THOROUGHLY!!!

If you’ve read your Applause magazine or been on-line to order recently, you’ve noticed that our product line is making some changes. And some of the current products have begun selling out.

We are changing the Body Care line. The current Private Spa collection of Harmony, Happiness, Romance & Dreams is discontinued in favor of a new Body Care collection containing several blended scents. Your customers can now experience Red Tea & Fig along with Lotus & Bamboo “flavored” body care. There is a Loofah Body Cleanser, a rich emollient body lotion and a fragranced Body Spritzer.

Also changing are the eyeliners. New colors include Black, Deep Brown, Bronze, Taupe, Olive, Navy & Amethyst. Steely is the only color that will remain from the previous line. Fantastic features include a long-wearing waterproof formula, an ever-sharp retractable tip & a color band on the outside that allows you to quickly identify the shade.

Eyebrow pencils are returning to a wood pencil with sharpener (sharpener available on Section 2) - yippee!!!

With the introduction of the New Men’s line, the shave crème (currently in the blue canister) will be discontinued in favor of the Shave Foam featuring the new stylish grey packaging.

DON’T PANIC!!! Here’s some helpful information

Q: Why all the product changes?

A: Change can create hurdles for EVERYONE, but keep this in mind ~ Cosmetics & Skincare is a constantly changing industry. A look at TV & Magazine ads tell you that people WANT to remain on the cutting edge of products to help them look & feel their best. We’ve been #1 in Skin Care & Color Cosmetics 12 years and if we want to continue to remain at the top, we must respond to consumer wishes. The new Body Care line is a response to the trends of using unique botanical influences & blends in scents & performance. The eyeliner & brow colors have been expanded to meet the growing palates of our customers. And you can see from the current trend of Men realizing that skin care isn’t just a “chick” concern that we needed an updated men’s skin care line to remain competitive in the marketplace. Ultimately, change is good and will help us make more profits!

Q: But my customers LOVE Harmony (etc) what do I tell them?

A: Let them know about the changes and ask if there are any current products still available they would like to “stock up” on. Let THEM decide how much they want right now instead of you stockpiling their favorites in hopes that they will eventually buy it all. You may want to do a sale on those items currently on your shelf to help move your inventory. A buy-one-get- one half off will allow them to purchase extra AND deplete your stock so you can get the new goodies coming out!!!

Q: I want the new things, but still have a lot of the other on my shelf, what should I do?

A: It’s OK to continue working with the previous products and stock the new as well. You may not need a ton of the new products right away, but if you are going to be holding classes & facials, or if you participate in PCP, you may want to have a few of each on hand. We will have several placements of the new products in very prominent magazines (Oprah’s magazine, Glamour, Redbook) and your current & new customers will see these ads and may ask you about it and expect you to service them. Also, the new beauty books and Look books will feature the new products. Ultimately, you can “launch” these new products on your timeline, but be prepared if people ask you sooner.

To move out discontinued Spa products as an example, put together some gift baskets with the items. Show and sell, esp to men. Call your current clients who use the current eyeliners and ask if they want to stock up with a buy two get one free to move lots. Be business women and market them to sell faster.

Q: All this change – it’s a bit overwhelming to learn everything

A: . We need to be on the leading edge of our market. It ultimately helps you to have the newest and latest along with tried and true products. Reassure your customers this is done with their best interests in mind. Makeup, like fashion flows with the times & moods of what’s “hot”. We want to stay “hot”! Having new offerings gives you the perfect reason to contact current and new potential customers ~ it will help keep your business moving. Get your customer’s opinions and feedback then get that information back to our Home Office. Mary Kay Corporate really listens to us and takes into consideration our wants and needs. It’s the reason cream to powder eyeshadows made a return to the product line ~ we spoke, they listened!

Q: With all the new products and changes….. . how do I learn about them?

A: Get in touch with ME (your Director) and ask LOTS of questions. That’s my job ~ to help you understand. ATTEND YOUR LOCAL UNIT SUCCESS MEETINGS and EVENTS. We are constantly covering these topics at trainings. The more you attend, the better your knowledge base and comfort level with what’s happening. Read your Applause magazine and InTouch - it has answers straight from the source about product knowledge, selling tips and most frequently asked questions. Seminar is going to have lots of information about more new product changes that are coming so be sure to be there to hear it directly from MK!!

Finally, TREAT YOURSELF RIGHT! You can switch IMMEDIATELY to the new products and experience them for yourself! First hand knowledge is the best way to build your business and assure your customers we are on the right track!. Be sure to order one of each for YOU as soon as you can so you can play with them and see the difference… MK only makes changes for the better for US!!

Tags: Customer Service, Products, Sales Techniques, Selling