Lux International is a family-owned, direct sales company operating in over 30 countries with 17,000 sales consultants. It offers premium home products across several lines including home cleaning, air purification, water filtration, and food storage. The company aims to be the world's number one direct sales company through a customer-oriented strategy of personalized service. Consultants are recruited and trained locally, and motivated through a commission-based compensation plan. Customers expect availability, accessibility, and accountability, which Lux seeks to provide through flexible hours and a personal touch in communications and service.

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

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

17. THANK YOU FOR YOUR
ATTENTION!