Handling Questions and Objections

Handling objections: You will want to welcome the question or objection and then ask questions.

Handling Questions and Objections

Handling objections: You will want to welcome the question or objection and then ask questions.

First pause to let them keep talking, people do not feel comfortable with silence and usually talk more. You want to find out the real problem (the first objection is usually a smoke screen.) The more they talk the easier it is to see their needs or desires so that

you know how to help them.

• Then welcome the objection. “I can understand how you feel. “I’m glad you brought

that up” or “I also felt that way before I really understood it.” If you contradict them, their defenses go up. Agree if you can. Pause again. Give them a chance to explain. Ask questions so that you fully understand their position. Restate their objection and isolate it. “Can you help me? Am I correct in understanding

that the only problem you have is….?”

• Once you isolate the problem, then offer the Shaklee solution…

Products are expensive – Are you using supplements now? What is it you take? What kind of results are you getting? What are you comparing Shaklee to? Do you think all companies have the same quality control? Do you think there is a difference in the way different brands are absorbed? Do you think it might be possible you could feel even better? “What is more important to you, the cost of the products or the results you get?” (It doesn’t make any sense to say the cost, and if that is what they say, they are not candidates.)

Another thing I say when someone says the products are too expensive is: Do you agree that even if something is cheap, if it doesn’t work, you just wasted your money” “The most expensive products are the ones that don’t work, no matter what you paid.

You can always find products cheaper (Shaklee is high quality) but there are more expensive products than Shaklee. (I never take no money or no time as a legitimate excuse. People will find the money to buy what they want and the time to do what they want to do.)

Products are for upper middle class and rich – I am not sure I understand where you got that feeling. Can you help me with that? I know people who were on welfare and used the products because they saw such an improvement in their health. They know that their health is the most important asset they have. Doesn’t everyone want better health? If money was not an issue, would you be interested? What if you could be reimbursed for the products you purchase? Would you like to hear how this works? This is why some people get involved in the business – to pay for their products or to get out of the money problems.

I have no time – I would find out what is taking all their time, if they like doing these things, if these activities are leading them to where they want to be in life, if they would like to have more time. If they had extra time, what would they do with it? I would offer the opportunity to change their stressful life. Also, they do not have to put a lot of time into this business if they are consistent and patient. If they do not respond to a business opportunity, you can offer them a way to cope with their stress (nutrition, especially Stress Relief Complex).

I would say, “I really believe we could help you cope with the stress nutritionally and prevent a lot of health problems that stress causes. Would you be open to hearing about it?

I have no money – I would ask what they mean by this. Did they forget their wallet? Do they have to wait until payday? Do they literally not have 2 nickels to rub together? The business will not work unless they are willing to use products. Obviously to benefit from the products they need to purchase them first. Some people actually have a garage sale or get a loan to get started.

Is it MLM? MLM or Network Marketing is a method of distribution. Ask them what they know about MLM. If it is negative I would say “I am sorry, it sounds like you had a bad experience, or you know someone why had a bad experience” Ask them what happened and if they think all companies are like that. Have they ever eaten in a bad restaurant – bad service, food, etc. Then ask if they will never go to a restaurant again. All companies in an industry cannot be judged by some bad ones, since there are many good ones too. Typical retailing makes profits when customers buy their products. Then they spend part of the profits to pay for advertising to hopefully bring in new customers. Part of the dollar spent by the customer also goes to the broker, wholesaler, and retailer. With Network Marketing, the company takes part of the profits to pay you and me for work do mouth advertising. They also pay us to find more reps that will bring in more customers. There are no brokers, wholesalers or retailers to pay since members buy directly from Shaklee (the manufacturer). Therefore it makes sense to us (we can make a lot of money) and it makes sense to the company because they pay out less and they pay us when the customer buys the products rather than before in hopes that customers will buy.

Is this a pyramid? Can you help me with that? Can you help me understand what you believe a pyramid is? Shaklee is not an illegal pyramid but is pyramidal in structure because that is the most stable structure there is. All companies, government, churches etc. are pyramidal in structure. In companies the top person makes the most and the ones at the bottom earn the least. The chance to move up depends on someone dying or quitting, or moving. And the next person in line will not necessarily get the job. In Shaklee, we get paid on productivity, and that is fair. The people who build the largest organizations get paid the most. Everyone can be at the top of their pyramid… and you could make more money than me (and I will help you do that) unlike with a job.

According to the IRS, “Multi-level marketing differs from an activity called a “pyramid scheme”. Pyramid schemes are illegal scams in which large numbers of people at the bottom of the pyramid pay money to the few people at the top. The success of the pyramid scheme relies upon a never-ending supply of new participants. Pyramid schemes seek to make money quickly. Multi-level marketing companies seek to make money with their representatives as the business grows by selling their consumer products.” The money we make is Shaklee is based on the volume of products purchased by our downlines.

I’m already using brand X. I would ask how they like the product and what kind of results they have gotten. Then I would ask if there is a possibility they could feel better? Would they be willing to try our products and see if they feel better? If not, they get their money back and the worse that can happen is they get free products for a few months.

Inviting – Handling Inviting questions & objections

HANDLING INVITING QUESTIONS & OBJECTIONS

Following is a list of common questions and objections. We recommend that you print these off and cut and paste them on to a board, so that you can see them at a glance. That way, when you are inviting, all the questions and answers will be in front of you and it makes your invite a lot easier.

Each time you answer their question, immediately follow your answer up by going straight back to asking them THE CLOSING QUESTION (asking them to the meeting) – example below of THE CLOSING QUESTION;

CLOSING QUESTION: Can I suggest we meet and go through the info and if you see what the other people we are working with have seen, well we can take it further – if not at least you would have had an opportunity to have a look at something really worthwhile while you are in a position to take advantage of it, (Pause) Does that make sense? (Pause and wait for answer) (If you get a ‘yes’ say -) Great! We need to get together! What is better for you – Tuesday night or Saturday? OR Early in the week or on the weekend? OR Is Tuesday night good for you or would we need to make it another time?

QUESTION: TELL ME MORE, OR WHAT IS IT?

ANSWER: It is a very exciting and lucrative business project that I’m working on with a big international company! They have acquired the rights to some cutting edge technology in the fields of health, wellbeing & anti-aging. They have grown by 200 million dollars a year for the last 4 years, & we are launching the technology in weight management area & this is a massive market! GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: CAN YOU TELL ME SOMETHING ABOUT IT or WHAT SORT OF BUSINESS IS IT?

ANSWER: Yes, it’s a new business model. It is quite difficult to explain over the phone and there is nothing I can point to say it is like that but I can show on paper very quickly how its fits together. GO TO THE CLOSING QUESTION

QUESTION: HOW MUCH DOES IT COST?

ANSWER: We are not looking for major capital investment. If you do find the matter of interest, the sort of money we are talking about would not stop anyone serious from participating?

OR

JOHN, There are a number of possibilities depending on what somebody wants to do with the business – basically it is free to join and then depending on what someone wants to do – any where from $ 489 to $2000

GO TO THE CLOSING QUESTION (If they ask how much say) around $2000 to start in the optimum way, and we work with you to get this back quickly. This is about making money! GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: TELL ME MORE, OR WHAT IS IT?

ANSWER: I am working with a team of business minded people from different backgrounds in a way that doesn’t interfere with their what they are doing, but is very worthwhile to them personally from a financial point of view Because the company has some cutting edge technology to do with the genes it is exploding around the world, so we are looking for a few more really good people to work with who would like to participate and benefit from what is happening! GO TO THE CLOSING QUESTION

QUESTION: WHAT WOULD I BE DOING?

ANSWER: There are a number of possibilities depending on what is of interest to you. If there was something very worthwhile that doesn’t interfere with your job / business & it was very lucrative, is that something you be open to having a looking at, or is that totally out of the question, no matter HOW profitable? GO TO THE CLOSING QUESTION

QUESTION: WHAT WOULD I BE DOING?

ANSWER: There are a number of different possibilities depending on what is of interest to you. Some people enjoy selling products and they can certainly focus on that if that is what they would like to do. But what I wanted to talk with you about is the executive business building role. It is a team building role, and it is the role that is the most financially rewarding. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: IS IT LIKE AMWAY OR IS IT AMWAY?

ANSWER: Absolutely not! Nothing to do with Amway! GO TO THE CLOSING QUESTION

QUESTION: WHAT WOULD I BE DOING?

ANSWER: It is an executive business building role. So exactly what I am doing GO TO THE CLOSING QUESTION

QUESTION: I AM TOO BUSY OR I DON’T HAVE TIME!

ANSWER: That’s exactly what I said, but I spent the hour to look at this closely and it’s the best time investment I have ever made. Would it make sense for you to get some facts before making a decision? GO TO THE CLOSING QUESTION

QUESTION: CAN’T YOU TELL ME ANYTHING?

ANSWER: It really is quite difficult to explain but I can assure you that the calibre of people that we are working with really is quite high. I can assure you they would not be participating unless they considered it to be extremely worthwhile from a financial standpoint. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: I AM TOO BUSY OR I DON’T HAVE TIME!

ANSWER: You will have the information within an hour. If you find it exciting you may wish to stay longer and get more details. I would allow 1-2 hours if you have the luxury. GO TO THE CLOSING QUESTION

QUESTION: IS IT ABOUT SELLING? DO I HAVE TO SELL?

ANSWER: (Ask them) Do you like selling? (Most people will say ‘NO’ but some people will say “YES’! If they say YES, they like selling. If so, you say) There are a number of different aspects to what we do. If you like selling, you can certainly focus on that. We have some amazing products and people love them. We have another side to the business as well, which is the executive business building side, and this is even more profitable. GO TO THE CLOSING QUESTION

QUESTION: IS IT ABOUT SELLING? DO I HAVE TO SELL?

ANSWER: There are a number of different aspects to what we do. We are not looking for people to focus on selling products. What I wanted to talk with you about is the executive building side. This is the most lucrative side of the business! GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: I CAN’T MAKE IT TO THE MEETING!

ANSWER I do understand that you are busy, but there is a degree of urgency with this, and I would recommend that it would be in your interest to get there if at all possible. Is there any way you could get there if you really wanted to? GO TO THE CLOSING QUESTION

QUESTION: I AM TOO BUSY!

ANSWER: Yes, certainly. I realize that you are a busy person. I’m working with some very busy successful people who are participating in this project, because it doesn’t interfere with their job or business and it is extremely lucrative. (Optional) – “To put that in perspective the average income for people at the top levels in this company is 45,000 US $, a month!! JOHN, can I ask you a question? If there was something that you could participate in outside of your job or business, and it was extremely lucrative, is that something that you would be open to having a look at or is that totally out of the question, no matter HOW profitable? GO TO THE CLOSING QUESTION 

Inviting – Handling Inviting questions & objections

QUESTION: IS THIS MLM/ NETWORKING MARKETING?

ANSWER: (say the answer in a slightly snobbish way) Look, that whole field has changed – because of technology & the whole way that people do business today – the internet has changed everything! The way this company does business is so sophisticated – We don’t have to do things like taking orders, doing deliveries, keeping track of people, paying people. There are no international borders and there are some very professional and successful people who are participating because they find the company so impressive, and because it is so profitable. GO TO THE CLOSING QUESTION

QUESTION: IS THIS MLM / NETWORKING MARKETING?

ANSWER: (say the answer in a slightly snobbish way) It is a very sophisticated version of Network Marketing/MLM. The internet has changed the way that a lot of business is done today and there are some very cutting edge state of the art aspects to this project. It is really big and there are a number of very successful people who are participating in it because it is so lucrative. The company is exploding around the world and every 4 days there is now 1 new person who has been paid a million dollars since they have been with the company!!! (their name) Are you open to checking out something fabulous /big/ exciting if it didn’t interfere with what you are doing and was really lucrative? (pause and wait for answer, if they say yes, then say) Great – we need to meet! What is better for you Tuesday night or Saturday? Etc. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: IS IT ABOUT SELLING? DO I HAVE TO SELL?

ANSWER: There are a number of different possibilities depending on what is of interest to you. Some people enjoy focusing on the product selling side & they can certainly do this. But the side I wanted to talk with you about is the executive business building role. It is a team building role, and it is the role that is the most financially rewarding. (Optional Line) Now I am not saying that I never sell a product. That is not the case, but it is not my main focus. To give you an idea of what I am talking about, the average | income for people at one of the top levels in the company is around $45,000 per month! There is now 1 person every 5 days somewhere in the world that reaches the point where they have earnt in excess of US$1 Million! GO TO THE CLOSING QUESTION

QUESTION: CAN YOU SEND ME SOMETHING?

ANSWER: JOHN, I can certainly refer you to some sites, which will show you the sort of products the company has and the scale and credibility of the company (which I am happy to do), but we would need to meet to go through how the business works and where the money is. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: IS IT A PYRAMID?

ANSWER: (Often people ask these questions with an attitude of slight snobbery So be a little snobbish back) It is certainly not a pyramid. Pyramids are illegal. It is a very sophisticated version of Network Marketing, but before you jump to any conclusions, because of the company’s sophisticated use of technology the things that are normally associated with that form of business we don’t have to participate in such as: Taking orders, doing deliveries, doing paper work, writing cheques and there are no international borders and because of this the calibre of people that we are working with really is quite high, and I assure you that they would not be participating unless they considered it very much worthwhile from a financial standpoint. GO TO THE CLOSING QUESTION

QUESTION: WHAT AR THE PRODUCTS?

ANSWER: The company has several divisions of Products. It has a Personal care division, a Health division, & a Humanitarian division that has fed over 300 million meals to otherwise starving children. They have some very cutting edge technology regarding gene expression which is why they have been growing by 200 million dollars a year. They are about to launch this in the weight management area which is a massive growth area. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: IS IT A PYRAMID?

ANSWER: (Often people ask these questions with an attitude of slight snobbery So be a little snobbish back) It certainly isn’t a pyramid – pyramids are illegal. It is a very sophisticated version of Network Marketing | MLM. The internet has changed the way that a lot of business is done today and there are some very cutting edge state of the art aspects to this project. It is really big and there are a number of very successful people who are participating in it because it is so lucrative. The company is exploding around the world and every 10 days there is now 1 new person who has been paid a million dollars since they have been with the company!!! (their name) Are you open to checking out something fabulous / big / exciting if it didn’t interfere with what you are doing and was really lucrative? (pause and wait for answer, if they say yes, then say) Great – we need to meet! What is better for you Tuesday night or Saturday? Etc. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: I HAVE HEARD OF NU SKIN AND IM NOT INTERESTED!

ANSWER: When you say Nu Skin do you mean as in selling skin care products? (If they say ‘yes’) Great!, because there are two sides to the business, the product selling side and the executive business building side. It is the executive business building side that is the most lucrative side and this is what I wanted to talk with you about. Most people know that timing in business is important, and the timing now with Nu Skin is incredible! There is now one person every 4 days that reaches the point where they have earned more than 1 million dollars since they have been with the company! GO TO THE CLOSING QUESTION

QUESTION: I DON’T WANT TO BE BOTHERING MY FRIENDS!

ANSWER: Were you upset when I invited you to hear about this? OR were you open to hearing about something that could be potentially very beneficial to you? Is it possible that others may also wish to benefit from something from something that has the potential to pay them a lot of money and give them time freedom? You are the only one who will decide when you will call someone and who you will call. GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: I’VE HEARD ABOUT THAT AND AM NOT INTERESTED!

ANSWER: Can I suggest that because of what is happening, you will continue to hear about this, and when eventually you think ‘for goodness sake let me see what all the fuss is about, you may well wish that you had looked at it earlier: Some of the people who have been telling you about it could be in your business and it would be you that could be benefiting. Would it make sense to get the information before making a decision? GO TO THE CLOSING QUESTION

QUESTION: WHAT IS THE NAME OF THE COMPANY?

ANSWER: The company is called Nu Skin Enterprises which includes Pharmanex & Nourish The Children. Have you heard of it? (If they say YES) Fantastic, what do you know of the company? (If they say they have not heard of Nu Skin, or some other vague answer say) GREAT GO TO THE CLOSING QUESTION

OR

ANSWER: Nu Skin Enterprises – I don’t know if you have heard of the company (their name) – it is a 3 billion dollar international company operating in over 50 markets. They have just had 3 years of months of month on month growth GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

QUESTION: THIS IS THE 5TH CALL I HAVE HAD ABOUT THIS AND AM NOT INTERESTED!

ANSWER: Can I suggest that because of what is happening, you will continue to hear about this, and when eventually you think ‘for goodness sake let me see what all the fuss is about, you may well wish that you had looked at it earlier: some of the people who have been telling you about it could be in your business and it would be you that could be benefiting. Would it make sense to get the information before making a decision? GO TO THE CLOSING QUESTION

QUESTION: I HAVE BEEN IN IT BEFORE!

ANSWER: As in any business the people you work with can determine your success. The team I am working with are some of the most successful people in the business. They are extremely supportive in helping us to build our business. Perhaps you didn’t have a strong support team to help you. This can make a tremendous difference to your success. Also, what did you focus on in your business? Was it product selling or the executive business building side of the business? (Listen to answer & to what their issue was & say the appropriate answer. If they say the product side, and I don’t want to sell products) There are different ways of participating, and I wanted to speak to you about the executive business building side which is the most profitable side. The average income for people participating in the company at the top levels is around $ 5,000 per month! GO TO THE CLOSING QUESTION

Inviting – Handling Inviting questions & objections

THE CLOSING QUESTION Can I suggest we meet over a cup of coffee and I’ll run through how this fits together, and if you see what the other business people we’re working with have seen, we can take it further. If not, at least you would have had an opportunity to look at something very worthwhile when you’re in a position to take advantage of it. How does that sound?” (wait for a positive response then say) GREAT! So what is better for you, during the day or after work? (or 2 possibilities that work for you)

Inviting – Handling Inviting questions & objections

PUT THE OBJECTION OR QUESTION IN A BOX AND

ISOLATE IT

NOTE: Always answer the question and then go straight to the CLOSING STATEMENT which is at the bottom of this page.

Most Objections can follow a formula. It is a 5 step method of answering the question.

1. Ask a question about their question or objection. Such as; ‘Is that what you are looking for?’ 2. Put their objection in a box and isolate it. Such as; ‘If it wasn’t about selling’ 3. Use the hook, the incentive ($$$). Such as; ‘But you could make significant income from overseas’ 4. Take it away from them so that they see you are not desperate. Such as; ‘You wouldn’t want to find out about that would you’ 5. Book the appointment

For Example. Question: Do I have to Sell? or Does it Involve Selling? Answer: 1. Ask question:

a. Do you like selling? b. Is that what you are looking for?

2. Put their objection in a box and isolate it

a. If it wasn’t focused on selling

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

18

Inviting – Handling Inviting questions & objections Question: I don’t have time? or I am too busy? Answer: 1. Ask question:

a. Do you like not having enough time or are you happy not

having enough time? What are you doing about it? b. How much time do you think this would take?

2. Put their objection in a box and isolate it

a. If it didn’t take a lot of time

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: Is it like Amway Answer: 1. Ask question:

a. Is that what you are looking for? b. What do you mean? Do you like that?

2. Put their objection in a box and isolate it

a. If it wasn’t like Amway (or their objection)

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: I don’t have any money

Inviting – Handling Inviting questions & objections Question: I don’t have time? or I am too busy? Answer: 1. Ask question:

a. Do you like not having enough time or are you happy not

having enough time? What are you doing about it? b. How much time do you think this would take?

2. Put their objection in a box and isolate it

a. If it didn’t take a lot of time

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: Is it like Amway Answer: 1. Ask question:

a. Is that what you are looking for? b. What do you mean? Do you like that?

2. Put their objection in a box and isolate it

a. If it wasn’t like Amway (or their objection)

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: I don’t have any money

Inviting – Handling Inviting questions & objections

Answer: 1. Ask question:

a. Are you happy with that? What are you doing about it? b. How much money do you think this costs?

2. Put their objection in a box and isolate it

a. If it didn’t take a lot of money

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement 6. Or if the ask you, answer their question or objection.

Question: Is this a pyramid? Answer: 1. Ask question:

a. What do you mean? b. Is that what you are looking for?

2. Put their objection in a box and isolate it

a. If it wasn’t a pyramid

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book t 6. he Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: I don’t have any time? Answer:

Inviting – Handling Inviting questions & objections 1. Ask question:

a. How many hours are you working right now?

i. But you love it right?

ii. What are you doing about it? b. How many hours do you think this takes?

2. Put their objection in a box and isolate it

a. If it didn’t take a lot of time

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: Is this Nu Skin? Answer: 1. Ask question:

a. Absolutely. What do you know about it?

2. Put their objection in a box and isolate it

a. If it wasn’t like (whatever their negativity may be)

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Inviting – Handling Inviting questions & objections 1. Ask question:

a. How many hours are you working right now?

i. But you love it right?

ii. What are you doing about it? b. How many hours do you think this takes?

2. Put their objection in a box and isolate it

a. If it didn’t take a lot of time

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

Question: Is this Nu Skin? Answer: 1. Ask question:

a. Absolutely. What do you know about it?

2. Put their objection in a box and isolate it

a. If it wasn’t like (whatever their negativity may be)

3. Use the hook, the incentive, the $$$

a. But you could make significant income,

4. Take it away from them so that they see you are not deperate

a. That wouldn’t be worth looking at, would it?

5. Book the Appointment: Go the Closing Statement Or if the ask you, answer their question or objection.

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