1. LUX INTERNATIONAL
Present by: Dóra Zelenák
Barbara Rácz
Rolland Illés
Wan Ariel
Tran Duc Trung
Almert Mert Karacan
Marc Antoine Mouillet
2. 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
3. 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
4. 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
5.
6. PRODUCTS
Bright home line
Pure Air Line
Pure Water Line
Fresh Food Line
Professional Line
7. LEADERSHIP
there is one headquarter of each region.
local directors: financial, administrative tasks
local regional director: selling tasks
8. 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
9. 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
10. 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
11. RECRUITMENT
Sales consultant should
have good communication skill
be courtly
be motivated
be self-confident
be independent
be trustworthy
have good appearance
have experience in the same field of work
have an own car
have aptitude
in order to the Lux hire him
12. 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
13. 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
14. 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
15. 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
16. 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