Customer Care Manual

Transcription

1 Customer Care Manual 1

2 Customer Care Manual This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers. The following is the outline of the information that is provided in this manual. It will be specific for each of our products. Login Information: URL 2

3 Offers: Straight Sale offers: 1.6oz Allu + 1 Month Free of Forever Young Collection (Lip Plumper, Eye Serum, and Facial Cleanser): $69.95 No Auto 1.6 Oz Allu Pyramid + Free of Forever Young Collection (Lip Plumper, Eye Serum, and Facial Cleanser): $59.95 With Auto Eye Serum : $29.99 Lip Plumper: $15.00 Facial Cleanser: $10.00 Trial offer: Day 1 $4.95-$9.95 shipping and sent a 30 day supply for Allu + Free Lip Plumper (1 time free gift) Day 14 $69.95 Day 45 $ shipping Save Options: In Trial (only billed shipping) 1. Build benefits offer trial extention 2. 25% discount to continue on auto ship 3. 50% discount to continue on auto ship 4. 50% discount to bill and cancel Post Trial 1. Build benefits offer to push next ship date out 2. 25% discount going forward/25% can be refunded if necessary to save the sale 3. 50% discount going forward/50% can be refunded if necessary to save the sale Straight Sale Saves 1. Build benefits advise date that MBG ends 2. 25% Refund to keep 3

4 3. 50% Refund to keep Pricing Grid-Trial and 1 Time Straight Sale Product Price 25% discount/refund amount Future Payment 50% discount/refund amount Future Payment $69.95 $17.48 $52.47 $34.98 $34.98 $50.00 PRICING GRID-Straight Sale with Auto Product Price 25% discount/refund amount Future Payment $59.95 $14.99 $44.96 $ Last ditch to keep discount amount Last ditch to keep discount amount Return Policy 30 Day money back guarantee starts date of Purchase. Only most recent shipment is eligible for a refund There is 15% restocking fee on all returns. Refused or marked Return to sender packages are non refundable If product is damaged issue return information and submit a reship request for a reshipment. We do not need to wait for damage product to be returned. Package does not need to be back to the ware house by the 30 th day. The package just needs to be in the mail by the 30 th day (postmarked) to receive a refund. Return Address: Allu Returns 565 Broadhollow Road Farmingdale, NY We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type tracking method to insure the customers refund. 4

5 Same day order cancellation Can void orders the same day 1 st time orders. Meaning if the customer placed the trial today and they call because they change their mind, you should try to save but you can void the account. o To void find the section of the account that is names void/refund and click the word void highlighted in blue Cannot void after the date of order Cannot void trial conversion or auto shipment charges Offer all saves possible if customer declines provide return information and advise tracking. Consumer Agency Threat: IF the customer threatens and is within the MBG express that we have not problem refunding them all we ask is the customer return the package and waive RSF. If customer continues to threaten refund up front and clearly note the account that a threat was made. Customer still has to return the product. If the customer is outside the MBG If a customer threatens back/ dispute rebut ONCE. Example: Ma am/sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let s go ahead and refund 50% of what you were billed to avoid that, ok If a customer threatens BBB or Attorney General rebut once Example: Ma am/sir, I do understand you are upset and we apologize for any misunderstanding/ confusion about the terms. The terms apply to all trial orders placed with us but we are willing to work with you because we really want to help you today. You are outside the MBG but I would be willing to issue a 50% credit right now and that will show up in 1-5 business days in your account. That sounds fair, right?! If customer accepts issue partial refund If the customer continues to threaten provide return info and tell the customer they will be refunded once they return the product. 5

6 If the customer continues to threaten advise that you will refund up front and provide return information. Refund the customers product price by going to the void/refund section and clicking refund highlighted in blue. Provide RMA, return address, advise tracking and note the account Can cave on more than 1 charge if a threat of BBB or AG is made Immediate Correction of Company Errors: Will correct agent error, try to save but if you cannot provide return information and customer will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front. Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the money back guarantee, trial date or ship date. Will correct product damage, give customer return info and submit a reship request for reshipment. Re-Shipment Policy: 30 day reship policy There is only one reship per order for the customer. If customer has no tracking, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. We have to wait the reship time to allow the customer to receive the reshipment. If customer does not receive reship we can refund in full. We would have to wait 30 days before we can refund and you have to go off the notes. If it shows in the notes the customer was escalated for reship on 6/1 we cannot refund the customer until 6/30. If the customer has tracking that confirms delivery to their address and they say that they have not received it we will reship for that customer too. Difference is if customer does not receive reship we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens refund in full. There are only 2 ways we immediately reship. 1. If the customer has received damaged product 2. If customers tracking on their account shows delivered to the wrong address All other issues i.e. no tracking or tracking that confirms delivery will have to wait 30 days from date of order. 6

7 If the customer has tracking that confirms delivery to the customer provide the customer with the tracking number and ask them to bring it to their local post office to help them locate the package. Give customer the 30 th to call back on and let them know we can reship at that time. Example: If the customer ordered on 6/1 and they call on 6/14. Provide tracking number and tell them to call back on 6/30 if they still have not received and we will reship for free. If there is no tracking advise the customer we have to allow the postal service 30 days to deliver the package. Give the customer the 30 th day to call us back on and let them know we will reship for free at that time. Return Authorization: We do not accept packages with marked refused or returned to sender. Customer has to call customer service to cancel. Customer cannot cancel via . RMA is generated in the system by finding the section that says RMA. Choose the reason and click generate RMA link. Customer is required to get tracking. If the customer was suppose to be canceled and was not. Try to get the customer to return the package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error. Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. 30 day money back guarantee on most recent shipment Check order date to confirm if within the money back guarantee. The money back guarantee for the trial conversion charge starts the day the customer placed their order for the trial. It does not go by the trail conversion charge. If the customer placed trial on 6/1 and was billed on 6/14 for the trial, their money back guarantee ends on 7/1. Chargeback Policies: If customer calls with bank on the line confirm if a dispute was filed or not. If customer calls with bank on the line and has already filed a dispute and they are looking for information then follow terms to a T. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call. If the customer is calling with the bank on the line before they file a dispute, as long as it is within 90 days of the charge, refund the customer the most recent charge, provide return information and blacklist. 7

8 We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error. If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us. If customer is inquiring about a refund they would need to contact their bank Delivery Recommendations for Products to be returned to us Customer is required to get tracking We are not responsible for lost or stolen items If customer can provide tracking that we have received it back agent can refund. If customer does not have tracking we have to wait for fulfillment to process the package and refund. Unverifiable Return of Product Policy If customer calls in and is looking for a refund for returned product 1. Ask for a tracking number to confirm we have received it back. If customer can provide this than refund the customer minus the restocking fee and note the tracking number in the account. 2. If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package. Credit Processing: If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take days without a tracking number because packages are processed in the order they are received. If the customer can provide tracking than we can refund minus the restocking fee. Customer will see the refund in 3-5 business days after it is processed on our end. If customer cannot provide tracking we have to wait on fulfillment to process the package and note the account which time frame can range for days from the day it is received at our warehouse. Continuity Shipment Date Modifications: We can extend the trial up to 7 days. If there is a shipping delay we can accommodate the customer. We can push the next ship date out a total of 90 days maximum 8

9 Customer Opt-In Policy It is required that you review the section of each customer s account that you access. If the address is listed, you must verify it with the customer and update the information if the customer advises you it has changed. If there is no address listed, you are required to ask the customer if they would like to provide one by using the following required (verbatim) scripting: Do you have an address that you would like to provide to us so that we may send you information about your order, and occasional s about special offers and promotions? 9

10 PRODUCT INFORMATION Benefits Increased skin hydration and moisturization: 100% Reduction of age spots/skin discoloration: 75% Decrease in fine lines and wrinkles: 87% Improved skin tone: 94% Smoother skin texture94% Hidden on the reverse side of a 4000-year old papyrus was the fountain of youth that so eluded the Spaniard Conquistador, Ponce de Leon. The Recipe for Transforming an Old Man into a Youth was written by Egyptian doctor and mysticist, Imhotep, to help aging Pharaohs transition into Gods and Goddesses. Thousands of years later, the Papyrus was discovered by famous explorer and antiquities expert, Edwin Smith. Dr. Samir Bute unlocked the secret to the recipe s power and made what s now known as the world s most powerful Egyptian skin therapy: Allu. Scientists and doctors could see why ancient Egyptian doctors might have believed Allu to be a potion of youth the mixture smoothes decades of lines from smiles and sun, rounds off wrinkles, and helps the skin draw moisture from the air, leaving it silky and soft to the touch. And now, the recipe created by the legendary Imhotep to caress the face of a goddess, can be yours. For free. Order your free trial today. Ingredients Bitter Almonds combats hyper-pigmentation, improves skin elasticity, and prevents breakouts. Neroli modern science has shown that Neroli can improve skin elasticity, stimulate new cell growth, relax wrinkles and soften scars. Beta-Arbutin is a skin brightener, inhibiting melanin production by limiting tyrosinase. It reduces areas of hyperpigmenation, post blemish scars, fades freckles, and evens out skin tone. Green Tea is included as an anti-inflammatory and antioxidant that protects against free radical damage. This helps sooth irritated skin, reduce redness, and heal dry cracked skin. Grape Seed Extract contains powerful antioxidants to protect collagen and elastin, resulting in noticeably firmer skin. Vitamins A, C and E: Vitamin A: increases skin cell regeneration and turnover, and helps stimulate collagen production. This helps your body keep its skin looking smooth and tight naturally, and can also lighten discoloration of the skin. Vitamin C: prevents oxidative changes to skin cells that occur following sun exposure. Vitamin C also assists Allu s rejuvenation effects, 10

11 making for happier, healthier skin. Vitamin E: provides hydration and helps Allu help your skin attract moisture out of the air. Vitamin E also helps restore elasticity, radiance and beauty. Lanolin is known as the World s greatest emollient. As such, it helps the skin maintain suppleness and elasticity, contributing to Allu s lasting effects. Collagen is a protein that gives structure to skin, contributes to elasticity, and rounds out wrinkles. Collagen increases hydration, improves skin elasticity, and decreases the extent and depth of wrinkles. Argireline (Acetyl Hexapeptide) is a patented peptide complex that modulates the excessive stimulation of facial muscles, relaxing facial tension and also reducing the depth of wrinkles. White Lotus Popular for its moisturizing and replenishing, the White Lotus was cultivated for its natural beauty and healing powers. Our White Lotus draws its nutrients from the rich, black mud from where it grows, helping your skin pull water out of the air to refresh the skin. Dosage: Apply once in the morning and once in the evening on a clean face. For best results use the Allu facial cleanser before applying. 11

12 Allu Customer Service Script INTRODUCTION Thank you for calling Customer Service, this is. How are you today? In order to locate your account, May I please have your last name or zip code? Thank you! (Customer name), could you verify you phone number and address for me? Great, can you also confirm the address we have on file? Thank you for this information! How can help you today? (Regardless of call reason, advise that you would be happy to help them!) Ok, I ll be happy to assist you with that. MORE INFO I m so glad you called today! So let me tell you a little about today! First of all, let s cover the benefits: (List features/benefits (If reorder, ask customer to provide a testimonial.) OR Now (customer name), what can I help you with today?! (Go to FAQs) PLACING A NEW ORDER Great! I d be happy to help you place an order for Allu today! Have you placed an order with us before? IF Yes: Find customers account and place order through their account with the link place new order next to the calendar. (Go to order screen, collect payment information, etc.) IF No: Probe, build value and always offer straight sale package 1 st, with pitching that best results come with consistence use but is backed by a 30 day MBG. If customer declines straight sales offer trail and quote terms, price points and the date the customer will be billed. 12

13 For the trial offer of Allu Skin Cream please use Campaign ID 43 For straight sale offers use campaign Id 43. This will have all products available for straight sales. ORDER STATUS I d be happy to help you with that today! Let me just bring up that information for you. (Track order progress in system (Adjust future shipments if needed) Great! I d be happy to help you place an order for today! Have you placed an order with us before? (Go to order screen, collect payment information, etc.) Probing Questions Let me ask, what are you looking to benefit the most from using ()? What products have you used in the past? How are you using the product? Are you using this consistently? PRE TRIAL CANCELLATION-Customer has only been billed shipping PRE TRIAL: Cancel Order Resell 1 (Move Delayed Billing Charge) You signed up for a trial program of ; this allows you try the product in your home before committing to the purchase. We ask you to evaluate the results first hand to see if this is something that you would benefit from. (Use information for probing questions above to engage the caller) Is it the time frame that is holding you back from trying out the product? I completely understand, and we are more than happy to work with so you can see the benefits of (Allu Skin Care) prior to making your buying decision. Let s go ahead and give you an additional 7 days on the program to try this out. Give us a call by (Provide Date) and let us know how this is working out for you, OK?! If Yes: Extend trial by finding the calendar and click on. Change the date and click green save tab at the bottom of the screen. Provide next charge date to customer and note account. GO TO UPSELLS If No: Go to Resell 2 PRE TRIAL: Cancel Order/Cost Objection/No results- Resell-Free Product 13

14 There are 3 different products that agent can choose from to be offered here but only 1 product per customer can be free. This is not free for life. We will ship out right away but it is a 1 time free product I can certainly understand your hesitation, and I am confident that with continued use you will see the amazing results you were hoping for. Because you are a valued customer and we want you to continue using the product, we are going to send you a FREE 30 Day supply of our breakthrough: Under Eye Serum. Our Eye Serum gives an immediate tightening effect and also long term effect by protecting skin cells uncontrollable stress and strengths your skin by stimulating collagen and renewing tissue. This is a $50 value, absolutely FREE! Lip Plumper. Plumps lips by increasing collagen production and stimulates circulation to your lips, enhancing volume. Allu s Lip Plumper will leave your lips smooth with a satin finish! This is a $25 value, absolutely FREE! Facial Cleanser. Allu s Facial Cleanser gently exfoliates and detoxifies your skin, restoring your skin s radiance. This is a $20 value, absolutely FREE!.. Ma am/sir, I will send this FREE 30 Day supply of (Product) to you know. Use the product and see the dramatic results you are receiving while using both Allu and (Product), Do me a favor If you love the (Product) call us back and we will add the (Product) to every shipment of Allu you receive at a 40% discount! So I will go ahead and send your free product out to you today and when you love it call us back and we can place a new order for you at a discounted price, OK? If Yes: Place New Order to do this click on place new order right next to the calendar in the customer s account. Choose campaign and add Product, choose Free Shipping: Eye Serum: Campaign ID 27 Lip Plumper: Campaign ID 28 Facial Cleanser: Campaign ID 29 GO TO UPSELLS If No: Go to Resell PRE TRIAL: Cancel Order/ Cost Objection Resell 3 (25% Discount/Future) 14

15 (Customer Name) Where cost is the only thing holding you back from using (), I will apply our friends and family discount on all future shipments. As long as you tell your friends and family how much you benefit from (), we will apply a 25% discount going forward, OK!? If Yes: Process discount in System. To do this find section of the account that says rebill discount, type 25 and click green save tab at the bottom of the account. Confirm next charge date with customer and note account-go TO UPSELLS If No: Go to Resell 4 PRE TRIAL: Cancel Order/ Cost Objection Resell 4 (50% Discount/Future)-This discount is only offered to Trial or 1 Time Shipment Customers looking to return for full refund. (Customer name), would you mind holding for a moment while I speak with my manager? Great! I d like to see if he/she can allow me to offer you anything additional for you. (Hold for 5-10 seconds) Thank you for holding (customer name), I told my manager about your situation and what she/he is allowing me to do is extend my employee discount to you. We will cut the price and allow you to get all future shipments for 50% off! So, I ll process that right now for you, OK? If Yes: Process discount in System. To do this find section of the account that says rebill discount, type 50 and click green save tab at the bottom of the account. Confirm next charge date with customer and note account. -GO TO UPSELLS If No: Offer last ditch of $19.95 to keep. If the customer still declines then issue RMA, advise tracking, cancel the account and note. POST TRIAL CANCELLATION-Customer has been successfully billed at least 1 product price charge 15

16 POST TRIAL: Cancel Order Resell 1 (Free product) There are 3 different products that agent can choose from to be offered here but only 1 product per customer can be free. This is not free for life. We will ship out right away but it is a 1 time free product I can certainly understand your hesitation, and I am confident that with continued use you will see the amazing results you were hoping for. Because you are a valued customer and we want you to continue using the product, we are going to send you a FREE 30 Day supply of our breakthrough: Under Eye Serum. Our Eye Serum gives an immediate tightening effect and also long term effect by protecting skin cells uncontrollable stress and strengths your skin by stimulating collagen and renewing tissue. This is a $50 value, absolutely FREE! Lip Plumper. Plumps lips by increasing collagen production and stimulates circulation to your lips, enhancing volume. Allu s Lip Plumper will leave your lips smooth with a satin finish! This is a $25 value, absolutely FREE! Facial Cleanser. Allu s Facial Cleanser gently exfoliates and detoxifies your skin, restoring your skin s radiance. This is a $20 value, absolutely FREE!.. Ma am/sir, I will include this FREE 30 Day supply of (Product) with your next shipment. Use the product and see the dramatic results you are receiving while using both Allu and (Product), Do me a favor If you love the (Product) call us back and we will add the (Product) to every shipment of Allu you receive at a 40% discount! So I will go ahead and send your free product out to you today, OK? If Yes: Add Place New Order and add Product, and choose Free Shipping: GO TO UPSELLS If No: Go to Resell 2 Eye Serum: Campaign ID 27 Lip Plumper: Campaign ID 28 Facial Cleanser: Campaign ID 29 POST TRIAL: Cancel Order/ Cost Objection Resell 2 (25% Discount/Future) 16

17 (Customer Name) Where cost is the only thing holding you back from using (), I will apply our friends and family discount on this and all future shipments. As long as you tell your friends and family how much you benefit from (), we will apply a 25% discount going forward, OK!? If Yes: Process discount in System. To refund find the void/refund section. Type in amount and click refund link highlighted in blue. To apply discount find section of the account that says rebill discount, type 25 and click green save tab at the bottom of the account. Provide next ship date to customer if needed.-go TO UPSELLS If No: Go to Resell 3 POST TRIAL: Cancel Order/ Cost Objection Resell 3 (50% Discount/Future) This discount is only offered to Trial or 1 Time Shipment Customers looking to return for full refund. (Customer name), would you mind holding for a moment while I speak with my manager? Great! I d like to see if he/she can allow me to offer you anything additional for you. (Hold for 5-10 seconds) Thank you for holding (customer name), I told my manager about your situation and what she/he is allowing me to do is extend my employee discount to you. We will cut the price and allow you to get all future and you current shipment for 50% off! So, I ll process that right now for you, OK? If Yes: Process discount in System. To refund find the void/refund section. Type in amount and click refund link highlighted in blue. To apply discount find section of the account that says rebill discount, type 50 and click green save tab at the bottom of the account. Provide next ship date to customer if needed. -GO TO UPSELLS If No: Go to Last Resort $19.95 final offer. If customer still declines then provide return information, advise tracking and note the account. LAST DITCH $19.95 TO KEEP OFFER Pre Trial Return: 17

18 I completely understand your decision and would be more than happy to provide you with return instructions for your package. I would like to extend a hassle free, money savings offer to you, because you are a valued customer. Now, (customer name), because we know once you use the product for as little as 30 days you will begin to experience the amazing transformation you were hoping for. To avoid the hassle of having to return the product at your cost, we can cancel you from any future orders and you can keep the product you have now for just $19.95! We are so confident in our product we are willing to let you keep it for 75% off the retail price. This will save you time and money, and still allow you to use the product and see the dramatic results that you were expecting to see when you initially ordered with us! Let s go ahead and process the $19.95 billing for the product you have, I have canceled future shipments, and do me this one last favor, call us back once you have tried the product and have discovered the younger you and give us your testimonial, OK? Post Trial Return: I completely understand your decision and would be more than happy to provide you with return instructions for your package. I would like to extend a hassle free, money savings offer to you, because you are a valued customer and we know once you use the product for as little as 30 days you will begin to experience the amazing transformation you were hoping for. To avoid the hassle of having to return the product at your cost, wait up to 15 business days to receive the refund minus the 15% restocking fee, we can cancel you from any future orders and you can keep the product you have now for just $19.95! We are so confident in our product we are willing to let you keep it for 75% off the retail price. This will save you time and money, and still allow you to use the product and see the dramatic results that you were expecting to see when you initially ordered with us. I ll go ahead and refund your account TODAY, $70.03 and go ahead and keep the product you have. I have canceled you from any further shipments, but do me this one last favor, call us back once you have tried the product and have discovered the younger you and give us your testimonial, OK? UPSELLS Ma am/sir, I am so glad you called in today because we are running a promotion on our breakthrough Allu products. Any orders placed today by our valued customers will receive 40% the retail price! Sounds great, right? Great! Let me tell you a little more about our amazing additions to the Allu Family! (Keep in mind if you have pitched one of the below products during your save process and the customer declined as free-please upsell the other 2 products not used as save tool.) Please pitch as auto but the customer can opt for the 1 Pay. we have our Under Eye Serum which has been designed to decrease fine lines and smooth out wrinkles around your eyes. This incredible formula will give you an immediate tightening effect and also long term effect by protecting skin cells from uncontrollable stress and will strengthen your skin by stimulating collagen and renewing tissue. This is a $50 value, for just $29.99/month! we have our remarkable Lip Plumper. It plumps lips by increasing collagen production and stimulates circulation to your lips, enhancing volume. Allu s Lip Plumper will leave your lips smooth with a satin finish! This is a $25 value, for just $15.00/month! 18

19 we also have our Facial Cleanser. Allu s Facial Cleanser gently exfoliates and detoxifies your skin, restoring your skin s radiance. By using the Cleanser in conjunction with the Allu you are enhancing the absorption and maximizing your results! This is a $20 value, for just $10.00/month! All of our products are gentle and safe and when used together, each product compliments the other and when using together your Skin Care goals will not just be reached, but surpassed! So I will go ahead and get the (Product) out to you today for a total of $XX, OK? CUSTOMER CAN OPT OUT OF AUTO SHIPMENTS AND HAVE A 1 TIME SHIPMENT SENT FOR THE BELOW PRICE POINTS BUT ARE CHARGED $4.95 S&H ON THE NON-AUTO ORDERS. AUTO DISCLOSURE: You will be charged $XX to the card on file today and if you love the product do nothing, in 30 days we will ship you out a fresh 30 day supply of the (Product) at the discounted price of $XX. You can call customer service and cancel any future shipments at anytime, OK? (Must have a clear yes or ok) If Yes: Place New Order and select Product(s): You will need to adjust pricing to the 40% discounted price point we are offering to existing Allu customers. See the offers section of the CCM to know how to customize pricing. Eye Serum: $29.99 o Auto: Campaign ID 30 o Non Auto: Campaign ID 33 +$4.95 S&H Lip Plumper: $15.00 o Auto: Campaign ID 31 o Non Auto: Campaign ID 34 + $4.95 S&H Facial Cleanser: $10.00 o Auto: Campaign ID 32 o Non Auto: Campaign ID 35+ $4.95 S&H Closing Is there anything else I could have done to improve your customer service. Thank you for calling (Allu Skin Care) Customer Service today! Frequently Asked Questions 19

20 What are the ingredients? Bitter Almonds contain mandelic acid, an alpha-hydroxy-acid that rejuvenates skin, combats hyperpigmentation, improves skin elasticity, and prevents breakouts. The acid in Bitter Almonds' molecular structure is larger than that of other alpha-hydroxy-acids. As such, it is more slowly absorbed into the skin, helping make Allu's effects last longer with minimal irritation. Neroli, an essential oil extracted from fragrant blossoms of the bitter orange tree, has an enchanting history. Cleopatra soaked her sails in Neroli to assist in her (successful!) seduction of her Roman conquerors. Neroli is much more than a scintillating flavor, however - modern science has shown that Neroli can improve skin elasticity, stimulate new cell growth, relax wrinkles and soften scars. Beta-Arbutin is a skin brightener, inhibiting melanin production by limiting tyrosinase. It reduces areas of hyperpigmenation, post blemish scars, fades freckles, and evens out skin tone. This results in brighter skin, more uniform in tone. Green Tea is included as an anti-inflammatory and antioxidant that protects against free radical damage. This helps sooth irritated skin, reduce redness, and heal dry cracked skin. Grape Seed Extract contains powerful antioxidants to protect collagen and elastin, resulting in noticeably firmer skin. Vitamins A, C and E: Vitamin A: increases skin cell regeneration and turnover, and helps stimulate collagen production. This helps your body keep its skin looking smooth and tight naturally, and can also lighten discoloration of the skin. Vitamin C: prevents oxidative changes to skin cells that occur following sun exposure. Vitamin C also assists Allu's rejuvenation effects, making for happier, healthier skin. Vitamin E: provides hydration and helps Allu help your skin attract moisture out of the air. Vitamin E also helps restore elasticity, radiance and beauty. Lanolin is known as the World's greatest emollient. As such, it helps the skin maintain suppleness and elasticity, contributing to Allu's lasting effects. Collagen is a protein that gives structure to skin, contributes to elasticity, and rounds out wrinkles. As we age, the skin's natural collagen diminishes. Without correction, this inevitably contributes to the development of wrinkles and a reduction in the skin's elasticity. Collagen increases hydration, improves skin elasticity, and decreases the extent and depth of wrinkles. Argireline (Acetyl Hexapeptide) is a patented peptide complex that modulates the excessive stimulation of facial muscles, relaxing facial tension and also reducing the depth of wrinkles. It's "like Botox without the hassle." 20

21 White Lotus grew in ponds and marshes throughout ancient Egypt. Popular for its moisturizing and replenishing, the White Lotus was cultivated for its natural beauty and healing powers. Our White Lotus draws its nutrients from the rich, black mud from where it grows, helping your skin pull water out of the air to refresh the skin. How does it work? Allu Ultimate Skin Therapy is an advanced physician formulated product that uses a highly scientific and effective combination of ingredients to treat the visible signs of aging and reveal more radiant and healthy looking skin. In order to assure optimal results it is important to apply it correctly as directed, and to assess results in the expected time period. It should be applied first in the morning after cleansing your face. A liberal amount should be placed on the tips on two fingers and massaged into all areas of skin including under eye, and neck. On average this may require no more than 2 pumps of product. The same process is to be repeated at night. The immense moisturizing effects of Allu Ultimate Skin Therapy should be noticed with the first application. Unlike conventional moisturizers, the hydrating effects of Allu last all day long. The amazing skin softening effects of Allu Ultimate Skin Therapy becomes noticeable after 7 days of use. Skin should develop a soft supple texture that is youthful in appearance. The signature radiance enhancement of Allu Ultimate Skin Therapy becomes noticeable after approximately 14 days of use. Skin becomes brighter, and areas of discoloration start fading away. Under eye rings, acne scars, and age spots should begin to appear faded. The advanced anti-aging effects of Allu Ultimate Skin Therapy should become apparent after 30 days of use. The effects of acetyl hexapeptide, collagen, glycolic acid, grape seed extract, Vitamin A, C, E all work synergistically to decrease the appearance of fine lines and wrinkles, along with firming skin tone. If you have oily skin, apply Allu Ultimate Skin Therapy only once as directed in the morning after cleansing. About Dr. Bute and creating Allu Years ago, Dr. Bute stumbled on an article about the Surgical Papyrus and the surprising sophistication of Ancient Egyptian surgical techniques. It was the footnote, however, that piqued the doctor's interest: there was brief mention of a "Recipe" hidden on the backside of the famous Papyrus whose application was used for "Transforming an Old Man into a Youth." Further research showed that the translators 21

22 were flummoxed by a number of ingredients, the most confounding being something called "hemayet fruit." Following a hunch and a sense of adventure, Dr. Bute travelled between the New York Academy of Medicine where the Papyrus is currently held, and a series of stops throughout Egypt. Further translation and studious research revealed to Dr. Bute that the key ingredient - the hemayet fruit - was actually the humble bitter almond. Seven years of trials, sweat and tears later, Dr. Bute finally unlocked the secrets of this ancient "Fountain of Youth" and recreated a 4000-year old beauty secret buried with a pharaoh. Today, it's been unearthed and recreated for 21st Century Cleopatras. With a combination of modern science, fine ingredients, and ancient techniques, Dr. Bute is proud to offer this Egyptian secret to you - free to try. You've got nothing to lose but wrinkles and worry lines. Fill out the form below and get your free sample, now! 22