💜 YOUR MELLO SALES REP GUIDE
SHARE THE MELLO. GROW WITH MELLO.
Your job is simple:
🤝 Connect with customers
👂 Listen to their needs
🕯️ Introduce Mello
📦 Find bulk-order opportunities
🔑 Use your Sales Rep Code
⭐ GOLDEN RULE
BE HELPFUL. BE HONEST. DON'T PUSH. DON'T GUESS.
1️⃣ 🤝 HOW TO APPROACH CUSTOMERS
Start with a conversation — not a sales pitch.
💬 Try:
“Hi! I work with Mello ScentSations. We offer candles and special pricing for larger orders. Do you ever purchase candles in quantity?”
If they are interested, explain the program and listen to what they need.
👂 ASK. THEN LISTEN.
Good questions:
💬 What are you buying candles for?
💬 How many do you normally need?
💬 Do you purchase regularly?
💬 Would bulk pricing help?
2️⃣ 🎯 WHO MAY NEED BULK CANDLES?
Potential customers may include:
🏢 Businesses
🏨 Hotels
🧖 Spas
🛍️ Retailers
🎁 Corporate gifting
💍 Weddings
🎪 Events
🏠 Real-estate professionals
🎄 Seasonal programs
🤝 Organizations
⭐ YOU DON'T NEED TO SELL TO EVERYONE.
Look for a good fit.
3️⃣ 💜 DON'T BE PUSHY
If someone says “Not right now,” respect their answer.
❌ Don't pressure
❌ Don't spam
❌ Don't create fake urgency
❌ Don't make them feel guilty
DON'T PUSH. CONNECT.
4️⃣ ⏳ CUSTOMER NEEDS TIME?
That's okay.
💬 Say:
“Absolutely! Take your time. I'm happy to answer any questions.”
If they want a follow-up, follow up when agreed.
5️⃣ 💰 CUSTOMER WANTS A BIGGER DISCOUNT?
Don't make your own deal.
💬 Say:
“Mello has set bulk discounts based on order quantity. I can pass your request to Mello if you'd like.”
❌ Don't change pricing
❌ Don't create discounts
❌ Don't promise special pricing
❌ Don't give away your commission
6️⃣ 📦 CUSTOMER WANTS LESS THAN THE MINIMUM?
The Sales Rep bulk program starts at:
24 candles / 2 cases
💬 Say:
“Our Sales Rep bulk pricing starts at 24 candles. For smaller orders, you can shop through the regular Mello website.”
💜 LET THE CUSTOMER CHOOSE.
7️⃣ 🧠 DON'T KNOW?
DON'T GUESS.
💬 Say:
“That's a great question. Let me confirm that so I can give you the correct information.”
⭐ ASK MELLO.
Accurate information is more important than having every answer.
8️⃣ 🎨 REPRESENT MELLO
Be:
😊 Friendly
🤝 Respectful
💬 Honest
📋 Professional
✨ Helpful
❌ Don't make unauthorized claims
❌ Don't make medical claims
❌ Don't change pricing
❌ Don't promise things Mello hasn't approved
📱 Use approved Mello marketing materials.
9️⃣ 💳 CUSTOMER WANTS TO PAY YOU?
Don't accept the payment.
Mello handles customer payments directly.
❌ Don't create your own invoice
❌ Don't accept customer money
❌ Don't make private payment arrangements
🔟 📦 CUSTOMER HAS A PROBLEM?
Customers may contact you about:
💰 Refunds
🔄 Returns
🕯️ Defective products
📦 Damaged or missing items
🚚 Shipping
🧾 Invoices
😟 Complaints
YOUR JOB:
👂 LISTEN
📝 GATHER THE FACTS
📤 SEND TO MELLO
❌ DON'T PROMISE:
Refunds • Replacements • Credits • Compensation
Mello makes the final decision.
1️⃣1️⃣ 🚚 SHIPPING OR ORDER PROBLEMS
Ask for:
🔢 Order number
📝 What happened
📦 Products involved
📸 Photos, if needed
🚚 Shipping information
Then send the information to Mello.
⭐ DON'T PROMISE A DELIVERY DATE OR REFUND.
1️⃣2️⃣ 😟 ANGRY CUSTOMER?
Stay calm.
STOP → LISTEN → REFER
❌ Don't argue
❌ Don't blame
❌ Don't become defensive
💬 Say:
“I understand you're frustrated. I want to make sure this is handled properly, so I'll refer this to Mello for review.”
⭐ YOU DON'T HAVE TO WIN THE CONVERSATION.
1️⃣3️⃣ 🚨 WHEN TO CONTACT MELLO
Contact Head Office when:
⚠️ You don't know what to do
⚠️ A customer wants something outside your authority
⚠️ There is a serious complaint
⚠️ A customer reports an injury
⚠️ There is fire or property damage
⚠️ A customer threatens legal action
⚠️ A customer becomes aggressive
WHEN IN DOUBT → ASK MELLO.
1️⃣4️⃣ 📤 REPORTING A PROBLEM
Send Mello:
👤 Customer name/contact
🧾 Order or invoice number
📅 Order date
📝 What happened
💬 What the customer wants
📸 Photos/screenshots
⭐ FACTS ONLY.
Don't guess or make conclusions.
1️⃣5️⃣ 🛡️ YOUR SAFETY COMES FIRST
🚨 NO SALE IS WORTH YOUR SAFETY.
When meeting customers:
📍 Meet in public when possible
☀️ Meet during reasonable hours
📱 Keep your phone charged
👤 Tell someone where you are
🔐 Protect your personal information
🧠 Trust your instincts
❌ Don't enter someone's home
❌ Don't meet somewhere isolated
❌ Don't stay somewhere uncomfortable
🚨 IF SOMETHING FEELS WRONG:
LEAVE.
If a customer becomes threatening, end the interaction and move somewhere safe.
⭐ THE MELLO WAY
🤝 CONNECT
👂 LISTEN
💬 HELP
🕯️ REPRESENT MELLO
📤 REFER WHEN NEEDED
🛡️ STAY SAFE