may branch awards

BRANCH AWARDS

To be eligible for the

branch awards, a branch

should hit sales target at

100% and must be in

operation for 4 full months.

Clusters with no awardees

equate to no qualified

winner for specified cluster.

This is the number of people who

registered and signed up for

dealership within the month.

This reflects the efforts of a branch to

proactively introduce the business

opportunity and advocacy to more

people, and to capture the market in

its respective area.

CLUSTER 1 Baguio City

73 new recruits

CLUSTER 2 Iloilo City

29 new recruits

CLUSTER 3 Antipolo City

73 new recruits

CLUSTER 4 Santiago, Isabela

9 new recruits

This is the number of current month’s

active dealers vs. previous month’s

active dealers.

It is a measure of the branch’s ability to

engage its customers and maintain

them, side by side with recruiting new

dealers. It implies excellent customer

service practices.

CLUSTER 1 Baguio City

331 active dealers vs. 295 in April

CLUSTER 2 Davao

472 active dealers vs. 415 in April

CLUSTER 3 Antipolo City

245 active dealers vs. 191 in April

CLUSTER 4 Tagbilaran City, Bohol

82 active dealers vs. 78 in April

This is the percentage of increase in

month actual sales versus their monthly

sales target.

Reflects the over-all ability of a branch

to increase productivity of dealers,

maintain customers through customer

service excellence, and ability to recruit

more dealers and customers.

CLUSTER 1 Baguio City

258% sales achievement vs. sales target

CLUSTER 2 Davao

110% sales achievement vs. sales target

CLUSTER 3 Cabanatuan City

109% sales achievement vs. sales target

CLUSTER 4 Naga City

129% sales achievement vs. sales target

These branches performed very well in

the month of April beating their sales

target at more than 100%.

Target Beaters

Baguio City

258% sales achievement

Honor Roll

These branches performed are the

ones who have beaten their

year-to-date sales target versus 2013.

Year-to-Date Target Beaters

Baguio 201%

Cavite 148%

Naga 128%

Mandaue City 117%

Bulacan 115%

Santiago 112%

Manila City 112%

Iloilo City 111%

Cebu City 111%

Pampanga 110%

Davao City 107%

Cabanatuan 107%

CDO 106%

Antipolo 105%

Pasig 103%

Paranaque 102%

Congratulations everyone for a job well done!

Now for a short review on our

Customer Service Policies

and Procedures

(Please prepare to read thoroughly, the next slides

are quite technical but surely helpful for your branch)

Objectives

Familiarize with Human Heart Nature’s CS

Policies and Procedures

Identify Types of Complaint

Reporting Product Returned (Forms Annex

I/II/III, PRS)

Proper handling of Return and Exchange

Exceptions Handling

Remember our

GOLDEN RULE:

“All customers

must leave your

branch happy!”

Reasons for Product Return

Reason Validity Restocking Fee Product Condition Retrieval

1.Unsatisfied within 30 days No Used / Unused Customer

2.Unsold within 30 days Yes Unused Customer

3.Wrong Product within 30 days No Unused Customer

4. Quality & Adverse Effects

within Expiration No Used / Unused Branch

1.Unsatisfied Customers

2.Unsold Products from the Dealer

3.Ordered the Wrong Product

4.Quality or Adverse Effects

Unsatisfied

There is nothing wrong with the product but the customer

is not happy with it (i.e. shade, scent, texture)

Unused – back to stock; Used – for disposal

Must be returned within 30 days upon purchase.

No restocking fee is collected.

Item should be returned at the branch where it was

purchased at the customers expense.

Unsold Items from the Dealer

There is nothing wrong with the product & it is unused.

Within 30 days upon Purchase.

Back to stock with PhP 5.00 restocking Fee

Item should be returned at the branch where it was

purchased at the customers expense.

Guidelines on

RETURN AND EXCHANGE

Ordered the Wrong Product • Customer purchased the wrong item.

• There is nothing wrong with the product & it is unused.

Within 30 days Upon Purchase.

Back to stock, with NO restocking fee.

Item should be returned at the branch where it was

purchased at their expense.

Guidelines on

RETURN AND EXCHANGE

Product Quality or Adverse Effects • Inconsistency with the standard quality of the product

(Packaging or content).

• Use of the product resulted to adverse reaction.

Adverse effect - needs to be tested by our R &D Team.

Product inconsistency – To be checked by QA Team

Product returned must be with the indicated expiration date.

Item(s) should be returned at the branch where it was purchased especially for Credit Note request.

Guidelines on

RETURN AND EXCHANGE Replacement

Price of replacement item must be equal to the amount of original item

purchased.

If the price is lower the remaining amount will be made into Credit Note

If the amount of replacement is higher customer needs to top up the

difference

Shipping of returned items due to complaint is free

For items that would cost more to retrieve (e.g. lip balm), we no longer

retrieve the item

All items that caused any adverse effect should be retrieve for testing

Remember our

GOLDEN RULE:

“All customers

must leave your

branch happy!”

Exceptions Handling

Replacement/Credit Note(CN)

For customers who can no longer return the item (e.g. broken container, unable to send it through courier) customer can just send us a photo of the item.

If item can’t be returned or no proof of purchase can be given:

No replacement/CN

However a discount may be given to compensate

for their next purchase

Exceptions Handling

Missing items Shop purchased items are supposed to be checked when taken.

If the items are just to be collected, each item should be taken out of the bag/box and checked in front of the customer.

Should be reported immediately within 24 hours.

2-3 days extension for the first instance only.

Can claim for items at the customers convenient time as long as reportedly within allowed timeframe.

If customer can no longer go back to the branch of purchase to

retrieve the item, we will just send it to them.

Exceptions Handling Extension on Return & Exchange

Strictly 30 days from date of purchase.

If customers insists can be extended for 3-5 days.

For longer periods (i.e. weeks, months) Head Office

approval is required.

Head Office may or may not grant the request or offer a

partial credit depending on the customers purchases.

Exceptions Handling Refund

Should be the last option given to the customers.

If customer prefers this then we grant their request

Remember our

GOLDEN RULE:

“All customers

must leave your

branch happy!”

Batch Code and Expiration

Batch Code and Expiration

Dented or broken newly purchased item

Defective, missing or damaged packaging

(e.g. dented bottle, peeled off label, loose cap)

Inconsistencies in product content

(e.g. separation, runny, turned sour, discoloration)

REPORTING OF PRODUCT RETURNS

Annex 1 Form or Product Defect Report

REPORTING OF PRODUCT RETURNS

Annex 1 Form or Product Defect Report

REPORTING OF PRODUCT RETURNS

Product Content is Oily.

There is a strand of hair inside the bottle.

Near Expiry

Annex 1 Form or Product Defect Report

For any adverse effect experience upon using our products (e.g. Irritation, itching, body odor)

The form should be completed by the customer who experienced the reaction.

All fields should be filled out.

Item(s) should be sent to Head Office ASAP for investigation/R&D testing.

REPORTING OF PRODUCT RETURNS

Annex 2 Form or Product Complaint Report

REPORTING OF PRODUCT RETURNS

Annex 2 Form or Product Complaint Report

Juan dela Cruz

120456

BBC213-0023

December 25, 2013

(02) 224-2223

Juan dela Cruz Baguio Branch

X

31 Male

Married Skin Type is Fair and Oily with occasional acne breakouts Exfoliant Seafood , Dust etc.

200ml Nourishing Face Toner

073012 2G020M exp 07/30/2014 December 20,, 2013, Head Office December 25, 2013

Used. Half bottle consumed

As soon as I purchased it. August 17

Stinging Sensation after applying the product. Small bumps appeared on my face after second use. Itchy but not red.

As soon as I used it the first time and the bumps on the second time.

First Time. I never used the product after the second time. I’m afraid that it’ll gets worse.

Yes. With other face products.

Ponds Antibacterial Facial Wash and SK-II Facial Treatment Repair C

Yes.

REPORTING OF PRODUCT RETURNS

Annex 2 Form or Product Complaint Report

REPORTING OF PRODUCT RETURNS

Annex 3 Form or Animal Product

Complaint Report

Annex 3A

Annex 3C – For Cats

Annex 3D – For Dogs

REPORTING OF PRODUCT RETURNS

Annex 3 Form or Animal Product Complaint Report

LHN13080703 Exp: 08/20/2014

REPORTING OF PRODUCT RETURNS

Annex 3 Form or Animal Product Complaint Report

REPORTING OF PRODUCT RETURNS

Annex 3 Form or Animal Product Complaint Report

REPORTING OF PRODUCT RETURNS

Annex 3 Form or Animal Product Complaint Report

Record of all returns including branch returns.

Accomplish form by branch staff in duplicate (for GKI and

branch).

Should accurately log in all returns.

Ensure that you are using the updated form.

Should always attach corresponding feedback forms with the

PRS (Product Return Slip).

REMINDER: Write all returns in one form NOT ONE

PRODUCT PER FORM.

PRODUCT RETURN SLIP

PRODUCT RETURN SLIP

Baguio Branch December 25, 2013

FGFAC0013 100ml Sunflower Seed Beauty Oil 2 Leakage MKLIP012 Lipstick First Kiss 1 Broken lipstick

FGSHA0075 50ml Strengthening Shampoo PEPPERMINT 1 Itchiness

RETURNED TO HEAD OFFICE. FOR REPLACEMENT.

Juan Dela Cruz Baguio Branch

Lovelle Acapulco Head Office

127720

Branch returns that does not require feedback forms.

a) Delivery-related damages.

b) Pull-Outs (R&D/QA Request)

c) Approved returns (Near Expiry)

PRODUCT RETURN SLIP

Branch Product Returns

Products returned by the

branch/customer due to defect,

irritation or dissatisfaction. Need

to submit with Annex 1 or 2 form.

Ex: Pimples, broken pump, cracked

powder, foreign object.

PRODUCT RETURN SLIP

Quality-Related Product Returns

Do not wrap the feedback form around the product.

Attach a masking tape to the product and write the customer name and

reason for return.

Do not submit expired returns.

Contact your Account Manager for bulk returns before sending them to the

head office.

Submit uncommon irritation-related returns immediately to the Head

Office.

PRODUCT RETURN SLIP

Proper Handling

PRODUCT RETURNS

Return Item Label

Customer Name: Juan dela Cruz

Dealer ID Number: 112911

Date Purchased: December 1, 2013

Concern: Dented Bottles

Our Guiding Principle

Always do whatever it takes to make the customer

happy on first instance regardless of the scenario.

If it’s a second occurrence we would then be more

firm in the policies.

Put into writing why we are unable to grant the

customers request if the customer is clearly not

happy.

Thank you

and

happy selling!