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How to Up-Sell Salon Spa Services using Scripts

Guest post by: Caroline Nelson

Article Overview: Article by: Caroline Nelson is a beauty industry specific business coach & author Teaser Copy: Learn how you can create profit building sales scripts for your employees. Excellent no-cost methods designed to increase sales and improve your bottom-line profit.

How to Up-Sell Salon Spa Services using Scripts

Are you having trouble getting your salon employees to Up-Sell services? One of the most successful methods I know is to train your staff with "scripted" dialogue. ‘Scripted' dialogue is particularly beneficial for new aestheticians and front-end staff who lack confidence in their communication skills. Following is an example of Up-Selling Service scripted dialogue, followed by benefits. This one can be used at the first customer contact, be it phone or walk-in inquiry. For example the prospective client inquires about having a facial service:

"Ms Jones (your salons spas name) specializes in corrective skin therapy and in fact have many types of treatment, however to determine which treatment would be beneficial for your skin health we commence with a consultation and analysis this ensures you receive the best expert therapy for your skin type and conditions. While our treatments are very relaxing we realize today's busy ladies want "real results" not just pampering. Therefore I would suggest your first treatment be a (type of treatment). You'll love this treatment it gives excellent results and as an added benefit I guarantee you'll leave on cloud nine. Sounds great doesn't it. We have a vacancy on (day) at (time) would that suit or would you prefer (day).

Ms Jones I have booked you in with (aesthetician's name), she's an excellent aesthetician all her clients rave about her treatments and she is so knowledgeable, she give you lots of helpful advice on how to keep your skin looking and feeling great. In fact she has recently completed an Advanced Analysis program. And can I schedule you in for a lash and brow tint with this appointment and will you also be having a brow wax. By the way could I ask how you heard of (salon name)? It was lovely talking/meeting you and we look forward to treating you (time and day) and I'll phone to confirm the day before. Have a lovely day".

Benefits: During this dialogue the aesthetician or front-end staff, through her friendly professional attitude has shown enthusiasm for the salon, its treatments and co-workers. She has up-sold from a facial to include extra services. And most importantly she has done the "ground-work" by building up her co-workers abilities to recommend home care requirements. She has found out how the client heard about the salon (important marketing information). And, advised the client that the appointment will be confirmed by the salon 24hours before hand.

Scripts are very useful tools for all types of communications with customers. And the beauty is they don't cost a cent leaving dollars in the salon marketing kitty to be used for other types of marketing and promotion.

I suggest you create scripts for your team and then ask them to customize the script to suit their individual style and delivery. Get them to role model with each other until they are confident with their delivery. This is one script I have found beneficial, I'm sure you can think of many more. I firmly believe salon profitability will improve if the entire team can convey the "message" in a concise, professional and friendly manner. And see how effective scripts can maximize your salons Up-Selling results.

© Copyright Caroline Nelson 2011

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Article Tags: better communication, better productivity, better sales, business, business owner, day spa, improve communication, improve productivity, improve sales, increase productivity, increase sales, manager, more communication, more sales, salon, salon manager, salon owner, salon spa, spa, spa owner



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