Preferred Customer Invitation Program FAQs
Q. What is the Preferred Customer Invitation Program?
A. The Preferred Customer Invitation Program gives certain Associates the option to become Preferred Customers. Current Associates who are more focused on purchasing products than building a business will now have the flexibility to become a Preferred Customer. Associates can opt out of the invitation, however.
Q. How will Associates qualify for a Preferred Customer invitation?
A. The invitation to become a Preferred Customer will be given to any U.S. Associate who meets all of the following:
- Has not earned a commission or enrolled anyone in the past three months
- Has not registered for an event, purchased a sales tool, or purchased Business Accelerator Suite in the past three months
- Has been with USANA for six months or longer
Q. How does a Preferred Customer invitation work?
A. USANA will send an invitation via email to those Associates who qualify (see above). Associates who receive the invitation can choose to become Preferred Customers by either doing nothing or responding to the invitation by the deadline specified in the invitation. Those who do not want to become Preferred Customers can simply opt out on The Hub or by contacting customer service.
Q: What does it mean to opt in?
A: If an Associate opts in, they wish to change their status to Preferred Customer. They will no longer be an Associate.
Q: What does it mean to opt out?
A: If an Associate opts out, it means they do not wish change their status to Preferred Customer. They will remain an Associate.
Q. What is the benefit of changing to Preferred Customer status?
A. Associates who simply want to purchase products from USANA will benefit from this invitation. Anyone who changes status because of this invitation will receive all of the same product discounts but will no longer be asked to pay an annual Associate renewal fee, nor have the five retail sales per month requirement.
Q. Is the Preferred Customer Invitation Program optional?
A. Yes. Associates will be notified if they qualify for a status change and will have the chance to opt out of being switched to a Preferred Customer. However, those who receive an invite and do not contact us with a desire to retain their current Associate status will be automatically switched.
Q. How do Associates opt out of switching to Preferred Customer status?
A. To opt out of the customer invitation, they must notify USANA either through an online opt-out form on The Hub or by calling or emailing customer service.
Q. Will an Associate who is switched to Preferred Customer get a new customer ID?
A. No. From the new Preferred Customer’s perspective, nothing will change. They will continue to use their original Associate ID number to make purchases and to access their account.
Q: Can an Associate who accepts the Preferred Customer invitation return to being an Associate?
A: Yes. They will retain their current ID number because Associates who switched to Preferred Customer status can go back to being an active Associate at any time. Their place in the tree and Associate ID will be reserved for this purpose.
Q. Will customer service be able to tell the difference between regular Preferred Customer accounts and Preferred Customer accounts that are linked to a previous Associate account?
A. Yes. Customer service will have access to this information.
Q. If an Associate opts out of the customer invitation, could they potentially be invited again at a later date?
A. Yes. But an Associate who opts out of switching to a Preferred Customer account will not receive another invitation—regardless of their business activities—for at least one year.
Q: If an Associate opts out of the customer invitation, can they change their mind and opt in later?
A: Yes. But status changes are only offered once per quarter. Qualified Associates must contact customer service to receive another Preferred Customer invitation, which will be sent the following quarter. Associates who initially opt out and then later decide to opt in will not receive a thank-you gift.
Q. What markets will benefit from the Preferred Customer Invitation Program?
A. Only Associates in the United States will receive this invitation, as of April 2017. With the exception of the Philippines, Indonesia, and mainland China, similar programs will be introduced in other markets later this year. The timeline for a more global rollout will be announced soon.
Q. After moving from an Associate to a Preferred Customer account, how can someone reactivate their Associate account?
A. Accounts can be reactivated by calling or emailing customer service or through their customer account on The Hub. At the time of reactivation, they will need to digitally sign a new Associate agreement form.
Q. If someone reactivates their Associate account, will they keep their original PaceSetter status?
A. Yes. They will not have to requalify.
Q. Are there any restrictions for a Preferred Customer who reactivates their original Associate account?
A. After switching to a Preferred Customer account, there is no time limit to reactivate an Associate account. Regular cancellation rules apply to anyone who elects to reactivate their Associate account and then cancels it.
Q. Can this type of Preferred Customer be moved to another spot?
A. No. All rules for Preferred Customers also apply to this type of account. If they opt to become an Associate again, they would retain their original spot in the tree.
Q. Will someone who reactivates their Associate account be required to purchase a Business Development System (BDS)?
A. No. They will simply need to sign the new Associate Agreement. The one exception is if a BDS was never processed on the account originally. In that case, the Associate would then need to purchase a BDS to build a business.
Q. Will someone who reactivates their Associate account be expected to pay a renewal fee upon reactivating?
A. No. They will be charged their renewal fee for the next year on the anniversary of their original sign-up date as an Associate.
EXAMPLE: If John signs up as an Associate in June 2017, switches to Preferred Customer in February 2018, and then reactivates his Associate account in March 2019, he would be charged his annual renewal fee in June 2019.
Q. Will Associates who switch to Preferred Customer status still have access to online reports (Team Manager) and other tools?
A. No. Preferred Customers do not have access to business reports and online business-building tools.
Q. Once someone switches to Preferred Customer, will they be able to sponsor other Associates or customers?
A. No. Preferred Customers cannot enroll new Associates or earn commissions. They will need to reactivate their Associate account to do that.
Q. Will leaders be able to see the contact information of Associates who have become Preferred Customers in their reports?
A. No. Just like any other Preferred Customer, those who change their status will only be visible to their sponsor.
Q. How will the free product giveaway work for those who opt in and switch to Preferred Customer status?
A. As a thank you to those who accept this invitation, we will automatically include a free Proflavanol® C100 on their next single order. The order must be processed within 30 days of when the account is switched to Preferred Customer.
Q. If an Associate does not respond and is moved to Preferred Customer status, will they receive a free product?
A. No. The free product offer is only for those who act on the invitation.
Q. How often will future invitations be extended to qualified Associates?
A. Those who qualify will be contacted and invited to become Preferred Customers each quarter. But an Associate who opts out of switching to a Preferred Customer account will not receive another invitation—regardless of their business behavior—for at least one year.
Preferred Customer Personal Sales Volume FAQ’s
Q: What is the Preferred Customer Personal Sales Volume placement option?
A: Associates in the United States will have the flexibility to enroll new Preferred Customers and place them in a Business Center (BC) 1 personal side and have the Preferred Customer’s purchases count toward the Associate’s Personal Sales Volume (PSV).
Q: How will Preferred Customer personal volume placement work?
A: If you choose, you can have Preferred Customers sign up under your BC1 Personal so their purchases count as your personal volume.
Preferred Customer Personal Sales Volume
Q: How are personal points distributed?
A: If a Preferred Customer is signed up in your BC1 Personal, this will act the same as if you made a personal purchase.
Q: Why would anyone sign up a new Preferred Customer as anything other than Personal?
A: Personal volume only counts toward qualification and is not commissionable volume.
Q: Where does the volume for newly enrolled Preferred Customers placed in BC1 go?
A: This volume goes toward commission qualification.
Q: What will personal Preferred Customer volume count toward?
A: Points from Preferred Customer orders placed on the personal side of your business will count toward:
· BC1/BC3 initial activation
· Personal volume requirements to remain commission qualified
· PaceSetter qualification
Q: If someone switches from Associate to Preferred Customer, can I use their purchases toward PSV?
A: No. This change is for new Preferred Customer enrollees only.
Q: Is volume from all Preferred Customers in BC1 used to determine qualification?
A: No. Only points from BC1 Personal will be added to personal volume.
Q: What happens to personal volume that exceeds 100/200 SVP for commission qualification?
A: Points above those needed for commission qualification will roll up as Group Sales Volume (GSV), as all personal volume currently does.
Q: What’s the process for enrolling new Preferred Customers in my BC1 Personal?
A: At the time of enrollment, you will have the placement option to sign someone up as PC Personal. This can be done either through customer service or online. This is for new enrollees only.
Q: How am I going to see these Preferred Customers in my online reporting?
A: These Preferred Customers will show up on the same Preferred Customer reports you have today in Team Manager.
Source: USANA Health Sciences