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VIP service and sales techniques in Spas

D P . T r a i n i n g. VIP service and sales techniques in Spas.

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VIP service and sales techniques in Spas

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  1. D P . T r a i n i n g VIP service and sales techniques in Spas TRAINING OBJECTIVES : Learn how to properly welcome Spa customers as VIPs. Master telephone use. Learn how to develop the right language. Learn how to sell products and treatments with an effective argumentation. Learn how to generate cross-selling in order to improve Spa turnover. TRAINEE PROFILE: Spa managers, trainers, aestheticians TRAINEE LEVEL : level of an aesthetician school TRAINING METHOD : Powerpoint screen presentation. Interactive and participative module. All participants get the extensive paper course at the end of the training. TRAINER : Dominique Pierson PARTICIPANTS: 8 to 15 DURATION: 3 days (21 hours) First and second day Presentation Individual presentation of each participant Definition of training objectives Who is the Spa customer ? Spa customers level of expectation Servicing: a 6th sense How to welcome as a VIP ? Telephone golden rules The appropriate tone and language Golden rules with customers Preparation Staff, salon, products Cabines, customer cards, beauty prescription cards Welcoming the Spa customer The appropriate greeting Getting customer’s confidence Orientation Discovery (knowing what customer wants and needs) The value of questionning Questions: open, closed, alternative Factual, of opinion, of change, of confirmation Mastering silences How to get the true motivations of Spa customer What is the Spa customer looking for ? What does she expect in your Spa ? How to get the right level of information ? Three PRO questions (product, prospect, problem) CQFD technique Effective product and treatments argumentation What is the most effective sales procedure ? What is the most effective timing to sell ? How to generate products sales after a face or body treatment ? How to cross-sell products and treatments ? The difference between an advantage and a selling point Rules for a successful argumentation Teasing directly focused on customer’s needs How to deal with objections ? Why an objection? How to answer to an objection? Visit conclusion Conclude the sale Reinsure customer Generate customer loyalty Treatments menu Spa visit Loyalty card Beauty packages Third day Individual and collective role plays focused on sales stages From greeting to cross-selling and sales conclusion Role plays analysis by trainees and trainers P o u r q u e l a f o r m a t i o n c o n t i n u e

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