Upselling
How do you up sell without seeming pushing or like a used car person?
Whenever I try I always feel that way and then in response I don't get the extra business so its kinda a lose, lose and have stopped trying. thanks
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Replies to This Discussion
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Permalink Reply by HBH on
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I know you don't want to sound like a used car sales person. The good news is you are not on a lot! Instead you are offering the client a way to maintain the results of his or her facial. Simple as that.
Skin care is overwhelming! For those who are new to the facial scene you want to 'accompany them' on their quest to look good by educating them. You start by listening to them. For those who come to you from different facilities where product was pushed upon them you want to again- listen- and then give 'em 3 steps! Simplify! If the products you use don't have trial kits, get crafty with some retail and sample jars(don't go crazy because it's not cheap!) Gently recommend one product- a good cleanser, a serum targeted to their skin condition or something they mentioned. They are there because they want their skin to look better! You are offering your skills, experience and a good skin care regimen. I understand how you feel and know I felt the same way but with experience it will be a piece o cake!
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First, stop thinking of it as selling and think of it as education.
How many people out there think a drug store brand or Dove followed by Noxema is appropriate and sufficient skin care regimen? Maybe in 1972....
YOU are a skin care expert -- show your expertise by educating your client about their skin. Why do they get so many blackheads? Why do they have dry patches? how do you combat wrinkles? Identify their problem, and offer them a solution.
sure, a high end cleanser toner and moisturizer can run $200 for the trio -- but those items will last several months, so for less than the cost of Starbucks in your hand, you can have beautiful skin and look younger.
There is no point in getting a facial if you wont do the home care regimen, its not that the facial did not do the trick and was a waste of money -- leaving out the home care is like you are treating your face the same as if you went to the Dentist for a cleaning every few months but never brushed your teeth in between.
Customers who buy products are 70% more likely to return than those who don't.
If you are offering serious skin care, find clients that are serious about their skin, otherwise they will just think your services are not effective when they don't see any changes in their skin
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Permalink Reply by Jill Wyman on
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Learn to be truly curious about your Client. Curious about solutions to their problems. Curious about what's out there, on the market, things your Client may already be searching for.
Then, with your professional knowledge, help your Client. Help them define their problem. Help them commit to a goal. Help them make an informed decision about what will get them there.
Ultimately, it is up to them to decide. You do NOT, and should not pressure them into anything. Offer your expertise and let them choose to do with it as they see fit. They will love you for it!
Here is our quick, fun video on exactly what you are dealing with: https://www.youtube.com/watch?v=XqTF2kJ0Zic
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