Frequently asked questions

🕯️ MELLO SCENTSATIONS INC.

PRODUCT KNOWLEDGE GUIDE

KNOW THE PRODUCT. SHARE THE EXPERIENCE.

A great Sales Rep doesn't need to know every answer immediately.

You simply need to:

👀 KNOW

Understand the products.

💬 EXPLAIN

Share accurate information.

👂 LISTEN

Understand what the customer wants.

❓ ASK

If you're unsure, ask Mello.

1. 🕯️ KNOW YOUR MELLO CANDLES

Before speaking confidently about Mello candles, become familiar with:

🕯️ Candle appearance
🌸 Available scents
🪵 Wood wick characteristics
🔥 Proper candle care
📦 Packaging
🏷️ Product labeling
🎁 Gifting possibilities
📋 Available product information
📦 Bulk-order options

⭐ Your goal:

You should be able to have a natural conversation about the product without needing to read from a script.

2. 🌸 KNOW THE SCENTS

Mello offers a selection of candle scents.

As a Sales Rep, you should become familiar with the scents available to you.

For each scent, learn:

🌸 Name

👃 Fragrance profile

✨ Overall scent character

🕯️ How you would describe it naturally

🎁 Who might enjoy it

🏠 What type of atmosphere it may complement

Example:

Instead of simply saying:

"This is Lavender."

You might say:

"This is one of our lavender scents. It's a lovely choice if you're looking for something soft and relaxing for a room."

Remember:

Your description should be about the fragrance experience.

3. 👃 DESCRIBING FRAGRANCE

When talking about scents, use descriptive language.

You can describe:

🌸 Floral

🍊 Citrus

🌲 Fresh

🌿 Herbal

🍪 Sweet

🍦 Creamy

🪵 Warm

🌊 Clean

🌹 Romantic

✨ Cozy

Ask the customer:

"What kinds of scents do you normally enjoy?"

This helps you recommend a scent based on their preferences.

4. 🚫 DON'T MAKE MEDICAL OR THERAPEUTIC CLAIMS

This is extremely important.

A fragrance can smell relaxing, refreshing, warm, cozy, clean, or uplifting as a personal description.

But don't tell customers that a candle:

❌ Treats anxiety

❌ Cures headaches

❌ Treats depression

❌ Improves a medical condition

❌ Treats illness

❌ Replaces medical treatment

❌ Guarantees a physical or psychological result

Instead:

Say:

"A lot of people enjoy this type of scent when they're creating a cozy atmosphere."

Not:

"This candle treats anxiety."

⭐ Describe the scent.

Don't prescribe an outcome.

5. 🪵 MELLO WOOD WICKS

Mello candles use wood wicks.

Wood wicks can provide a different candle-burning experience from traditional cotton wicks.

They also require proper care.

Your customers should know:

🪵 The wick needs to be trimmed.

🔥 The candle should be burned responsibly.

⏰ Avoid burning for longer than the recommended time.

🕯️ Follow Mello's candle-care instructions.

6. ✂️ TRIM THE WICK BEFORE EVERY BURN

THIS IS VERY IMPORTANT.

Before lighting a Mello candle:

✂️ TRIM THE WICK.

The recommended wick length is:

½ INCH

Trim the wick before every time the candle is lit.

Why?

A properly trimmed wick helps maintain an appropriate flame and supports a more controlled burn.

Remember:

Trim → Place Safely → Light

7. ⏰ DON'T BURN FOR MORE THAN 2 HOURS AT A TIME

A Mello candle should not be burned for more than 2 hours at a time.

🕯️ Recommended routine:

Light → Enjoy → Extinguish before 2 hours → Allow to cool

If the customer wants to enjoy the candle again:

Let it cool completely first.

Then:

Trim the wick again before the next burn.

8. 🔥 CANDLE SAFETY

Candles are an open-flame product.

Safety always comes first.

Customers should:

🔥 Never leave a burning candle unattended.
🧒 Keep candles away from children.
🐾 Keep candles away from pets.
🏠 Keep candles away from flammable objects.
🌬️ Keep candles away from strong drafts.
🪵 Keep the candle on a stable, heat-resistant surface.
✂️ Trim the wick before each burn.
⏰ Do not burn for more than 2 hours at a time.
🕯️ Extinguish the candle before leaving the area or going to sleep.

🚨 Simple rule:

If you leave the room, extinguish the candle.

9. 📍 WHERE TO PLACE A CANDLE

A candle should be placed on:

✅ A stable surface

✅ A level surface

✅ A heat-resistant surface

✅ An appropriate location away from flammable materials

Avoid placing candles:

❌ Near curtains

❌ Near paper

❌ Near bedding

❌ Near decorations that can catch fire

❌ Where they can be knocked over

❌ Where children or pets can reach them

❌ In areas with strong drafts

10. 🪵 WOOD WICK EXPECTATIONS

Customers may notice that a wood wick behaves differently from a cotton wick.

They may see or hear differences in:

🔥 Flame behaviour

🪵 Wick appearance

✨ Burning characteristics

Don't promise that every candle will behave identically.

Natural materials can have variations.

If a customer has a concern:

Don't guess.

Ask for:

📸 Photos

🕯️ Product information

🧾 Order information

Then refer the issue to Mello when appropriate.

11. 🔥 IF THE FLAME IS TOO LARGE

If a customer says:

"The flame is getting really big."

The first thing to confirm is whether the wick has been properly trimmed.

Ask:

"Have you trimmed the wood wick to about ½ inch before lighting it?"

If the customer is still experiencing a concern:

Stop troubleshooting beyond your approved information.

Refer the issue to Mello.

❌ Don't tell the customer:

"It's definitely defective."

"That's completely normal."

unless you have approved information confirming it.

12. 🕯️ IF THE CANDLE ISN'T BURNING AS EXPECTED

Customers may ask:

"Why isn't my candle burning properly?"

Don't immediately assume the cause.

Ask questions such as:

Was the wick trimmed?
How long was the candle burned?
Was the candle burned for more than 2 hours?
Where was the candle placed?
Was there a draft?
What exactly happened?
Is there a photo or video?

Then:

Gather → Document → Refer if necessary.

13. 🧯 IF SOMETHING GOES WRONG

If a customer reports a serious candle incident involving:

🔥 Fire

🩹 Injury

🏠 Property damage

⚠️ A serious safety concern

Don't investigate it yourself.

Don't assign blame.

Don't admit fault.

Don't promise compensation.

Document what the customer reported and escalate to Mello immediately.

14. 🧼 CANDLE CARE

Customers should take care of their candles between uses.

Before each burn:

✂️ Trim the wick to approximately ½ inch.

During the burn:

🔥 Keep the candle in a safe location.

👀 Never leave it unattended.

⏰ Keep the burn time to 2 hours or less.

After burning:

🕯️ Extinguish the flame safely.

❄️ Allow the candle to cool completely.

✂️ Trim the wick again before the next use.

15. 📦 PRODUCT PACKAGING

Packaging is part of the customer experience.

As a Sales Rep, become familiar with:

🏷️ Product labels

📦 Packaging

🕯️ Candle presentation

📋 Included product information

When showing products:

Keep them:

✨ Clean

📸 Presentable

🕯️ Accurate

💜 Consistent with Mello branding

16. 🏷️ PRODUCT LABELS

The product label provides important product information.

Don't remove, cover, or alter labels.

Don't create your own labels that could be mistaken for official Mello labeling.

If a customer asks about information you cannot find:

ASK MELLO.

17. 🎁 CANDLES AS GIFTS

Mello candles can be presented as thoughtful gifts for many occasions.

Examples include:

🎂 Birthdays

🎄 Holidays

💍 Weddings

🏢 Corporate gifting

💜 Thank-you gifts

🎉 Celebrations

🏠 Housewarming

✨ Special occasions

Help customers choose based on:

🌸 Scent preference

🎁 Occasion

📦 Quantity

💰 Budget

18. 📦 BULK ORDERS

The Sales Rep Program is focused on bulk candle orders.

1 case = 12 candles

Bulk minimum:

24 candles / 2 cases

Customers wanting smaller quantities can continue purchasing through the regular website at standard pricing.

19. 💸 BULK CUSTOMER DISCOUNTS

Current bulk discounts:

📦 24–240 candles

5% OFF

📦 252–492 candles

8% OFF

📦 504–996 candles

12% OFF

📦 1,008+ candles

15% OFF

Important:

The Sales Rep Code does not provide an additional customer discount.

20. 🧾 HOW BULK ORDERS WORK

The customer:

1️⃣ Shops through the website.

2️⃣ Selects Pay by Invoice.

3️⃣ Enters the Sales Rep Code.

4️⃣ Mello reviews the order.

5️⃣ Mello calculates the applicable discount and shipping.

6️⃣ Mello sends the final invoice for approval.

7️⃣ Customer pays Mello.

8️⃣ Mello fulfills the order.

9️⃣ The qualifying sale is credited to the Sales Rep.

21. 💬 ANSWERING PRODUCT QUESTIONS

Customers may ask:

"How long does it burn?"

"What does this scent smell like?"

"Why is the wick doing that?"

"Can I burn it for longer?"

"Is this scent safe for everyone?"

"What are the ingredients?"

If you know the answer from approved Mello information:

Answer confidently.

If you don't:

DON'T GUESS.

Say:

"Let me confirm that information for you so I give you the correct answer."

22. 📋 USE APPROVED PRODUCT INFORMATION

Your Sales Rep Centre should be your first stop for approved information.

Use:

📋 Product sheets

🌸 Scent information

🔥 Candle-care information

⚠️ Safety information

📸 Approved product photos

📦 Bulk-order information

Don't rely on:

❌ Random internet information

❌ Another candle company's instructions

❌ Something you heard from another Rep

❌ AI-generated information that hasn't been verified

23. 🤖 USING AI FOR PRODUCT QUESTIONS

AI can help you brainstorm descriptions, captions, and ideas.

But AI can also invent product information.

NEVER allow AI to invent:

❌ Ingredients

❌ Fragrance notes

❌ Burn times

❌ Safety instructions

❌ Product benefits

❌ Medical claims

❌ Product specifications

⭐ Use approved Mello information as your source of truth.

24. 🧪 INGREDIENTS & MATERIALS

Only provide ingredient or material information that has been officially provided by Mello.

Don't guess.

Don't say:

"I think it's made with..."

Don't assume:

"All candles use the same wax."

Don't copy another candle company's information.

If you don't have the approved information:

"Let me confirm that with Mello for you."

25. 🕯️ WHAT MAKES A GOOD PRODUCT CONVERSATION?

A good product conversation isn't a lecture.

Try:

ASK → LISTEN → RECOMMEND → EXPLAIN

Example:

"What kind of scents do you normally like?"

↓

Customer answers.

↓

"You might really enjoy this one."

↓

Explain the scent.

↓

Let the customer decide.

💜 Don't overwhelm them with information they didn't ask for.

26. 🚫 WHAT NOT TO PROMISE

Never promise:

❌ A specific burn result

❌ A guaranteed scent experience

❌ A guaranteed customer outcome

❌ A specific shipping date

❌ A refund

❌ A replacement

❌ A special discount

❌ A product exception

❌ A medical benefit

❌ A guaranteed result

If Mello hasn't approved it:

Don't promise it.

27. 🧠 THE "I DON'T KNOW" RULE

You are allowed to say:

"I don't know, but I'll find out."

That is better than giving incorrect information.

A professional Sales Rep:

💜 Doesn't pretend.

👂 Listens.

📋 Checks.

❓ Asks.

✅ Gives accurate information.

28. ⭐ QUICK PRODUCT KNOWLEDGE CHEAT SHEET

🕯️ PRODUCT

Mello candles are designed to provide a beautiful fragrance experience.

🌸 SCENTS

Know the available scents and how to describe their fragrance profiles.

🪵 WICK

Mello candles use wood wicks.

✂️ WICK CARE

Trim to approximately ½ inch before every burn.

⏰ BURN TIME

Do not burn for more than 2 hours at a time.

🔥 SAFETY

Never leave a burning candle unattended.

📦 BULK

24 candles / 2 cases minimum for the Sales Rep bulk program.

💸 DISCOUNTS

Bulk discounts range from 5% to 15%, depending on quantity.

🔑 SALES REP CODE

Used to track qualifying Sales Rep sales.

❓ UNSURE?

Ask Mello. Don't guess.

29. 🚨 PRODUCT CONCERN QUICK GUIDE

CUSTOMER HAS A QUESTION

💬 Answer using approved information.

YOU DON'T KNOW

❓ Check with Mello.

CUSTOMER REPORTS A DEFECT

📸 Gather information and photos → Refer to Mello.

CUSTOMER REPORTS SHIPPING DAMAGE

📦 Gather order information → Refer to Mello.

CUSTOMER REQUESTS A REFUND

💰 Refer to Mello.

CUSTOMER REPORTS A SERIOUS INCIDENT

🚨 Document → Escalate immediately.

CUSTOMER BECOMES ANGRY

🧘 Stay calm → Don't argue → Escalate if necessary.

30. 💜 THE MELLO PRODUCT KNOWLEDGE RULES

🕯️ KNOW YOUR PRODUCT.

🌸 KNOW YOUR SCENTS.

🪵 KNOW YOUR WICK.

✂️ TRIM BEFORE EVERY BURN.

⏰ NEVER BURN MORE THAN 2 HOURS AT A TIME.

🔥 ALWAYS PROMOTE SAFE CANDLE USE.

💬 BE HONEST WITH CUSTOMERS.

❓ NEVER GUESS.

📋 USE APPROVED MELLO INFORMATION.

🚨 ESCALATE SERIOUS CONCERNS.

🌟 YOUR JOB IS NOT TO KNOW EVERYTHING.

Your job is to help customers feel confident buying from Mello.

You can do that by being:

💜 KNOWLEDGEABLE

😊 FRIENDLY

🤝 HONEST

👂 ATTENTIVE

🛡️ SAFETY-MINDED

📋 ACCURATE

And when you don't know?

"Let me check that for you."

That's not a weakness.