Seven Modules – An overview. This course can increase your salon’s retail sales and booked services significantly! The 7 modules teach staff how to sell your salon’s and spa’s products and services, while building client loyalty at the same time. Upon completion of the 7 modules staff will know how to comfortably select the right product(s) and service(s) for any given client, conduct a conversation that allows the client to see how s/he would benefit, and easily secure a “yes!” to purchase the product(s) or make an appointment for service(s) s/he now wants or needs. Each module is 15 – 20 minutes in length, and may be purchased individually, or as a package at a discounted price.
Module 1: An Introduction
Answers 4 questions:
1. What is “cross-selling.”
2. Why should we cross-sell our products and services?
3. How receptive are our clients to being cross-sold?
4. What are some of the products and services we can offer our clients?
Module 1 Introduces the SALESolution™ Process.
The modules follow each of the 5 steps in the process:
• Start the conversation
• Ask questions
• Listen actively
• Educate and then
• Secure the client’s commitment
Module 2: Communicating with Clients
An overview of three essential communication skills to develop and strengthen client relationships: Asking specific types of questions listening “actively” by acknowledging what clients say, and finally educating them based on their expressed interests/needs. Also addressed in Module 2 are some voice techniques, and word choices.
Module 3: How to START the Conversation
This module reveals the importance of how you start a conversation. You’ll see the importance of eye contact, showing interest/excitement in meeting (or see them again), using positive body language, and helping them to immediately feel comfortable to engage in conversation.
Module 4: How to Ask Questions to Uncover Needs
This module covers the types of questions that help strengthen (or reinforce) your relationship with the client, and easily discover her/his interests and needs. It also addresses the kinds of questions the front desk might ask new and existing clients (related to product and/or services) when they call or walk in to the salon.
Module 5: How to Listen Actively to Understand Needs and Build Trust
Listening and acknowledging what clients say is a critical step in building trust, and strengthening relationships. After all, we all want to know that others understand (and care about) what we say. This module demonstrates different ways to acknowledge clients, and how easily you can help the client to be open your recommendation(s).
Module 6: How to Educate the Client
This module shows you ways to “position” products and services in a way that is convincing, and yet very comfortable for the client. It teaches how to introduce the product/service, explain the benefits, and then “endorse” the results they will have from it.
Module 7: How to Secure Commitment
Asking for the client’s commitment can be the most difficult part of “selling” products/services. This module shows how easy it can be to get the client’s commitment, AND a huge “thank you.” It demonstrates ways to comfortably suggest the purchase, using word choices that are positive vs. “pushy.” Importantly, you will learn a great technique to overcome a concern(s) the client may have (including an initial “no thank you”) in making a positive buying decision. (Note: Includes examples specific to the Front Desk when setting appointments or at check out.)
All 7 modules included will be availble to watch on-demand for 90 days after purchase.
Get to know Susan:
Susan is President of McClive Learning Group, Inc., a consulting firm devoted to sales and communication skills training. She’s worked with many different types of clients from retail, to hospitality, to government, and corporations, and often speaks to various organizations on sales and selling strategies. She develops and conducts classroom and web-based educational courses that are 100% tailored for her clients, and specific industries.
She hails from the entertainment industry, and for a number of years promoted rock music to radio stations across the US, working for major record labels. She “broke” records for many “rock stars” (many of whom are legends today.) Ultimately, Susan turned her entertainment background and selling skills into her own business, and for the past 20+ years has had “a lot of fun” helping her clients “make lots of money.”
Susan’s best tip: Just about everyone in the salon industry really cares about their clients. Their clients are part of their salon’s family. When talking about retail and salon services, you are sharing your expertise and showing that you care, and most often clients really appreciate it. You are also doing good for your salon and yourselves, as an increase in revenue makes everyone happy! Now, that’s truly a win-win!