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Source file: SOP Methylation Test - Sharing Educational Video Resources.pdf
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Understanding the Methylation Test
Title: Sharing Educational Video Resources with Clients
Department: Sales, Agent Support, Customer Service
Applicable To: Agents, Resellers, CSR
Last Updated: 06 August 2025
Prepared By: Chantal Sciberras
Purpose
This SOP outlines the procedure for sharing official video resources that explain the
various sections of the DNA health reports. These videos aim to help clients
understand their results more clearly and add value to the overall testing experience.
Scope
This SOP applies to all customer-facing teams, including:
- Sales agents
- Resellers and distributors
- Customer Service Representatives (CSR)
This procedure is applicable to clients who have ordered the Methylation Test, which
includes the Methylation report, Methylation Skin report, Methylation Nutrition
report, & Methylation Fitness report.
Educational Videos
Below is the official list of videos to be shared when supporting or following up with
a client on their report findings:
- Understanding Folate and Methylation Pathways ić ! :f
- Watch Video
- Nutrition Sensitivity Insights -*ç 2 ̇·^+
- Watch Video
- Understanding Skin Aging Factors
- Watch Video
- Understanding Sleep, Cognition, and Stress Patterns jF;
- Watch Video
- Fitness Report Analysis ˆ.;τ ,) "
- Watch Video
⚠️ Note: Ensure you are only sharing the links once the client has received their test
results. These videos are supplementary and should not replace the written report.
Procedure
FOR AGENTS / RESELLERS:
- Once the client has received their report, you may share the relevant video
links that correspond to the sections included in their analysis.
- Do not share video links if the client has not yet received results.
- Video links should be included in a professional email, using the appropriate
brand template.
FOR CSR:
- If a client contacts support for clarification on their results:
- Verify that the test has been completed and the results sent.
- Direct them to the specific video(s) relevant to their queries.
- Use the official links listed above.
- Never interpret the results yourself. Let the videos and the report speak for
themselves.
- Inform clients that they can book a free consultation with the lab through
their Client Account.