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Sales- Module C

Sales- Module C. 12 week challenge Client retention Strategies. Module 3: At Risk Clients- Falling off the Wagon. Client Retention Model Corporate Model Center Actual Leads 100% 100 Appointments 60% 60 Shows (consultations) Sales Applications Conversions

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Sales- Module C

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  1. Sales- Module C 12 week challenge Client retention Strategies

  2. Module 3: At Risk Clients- Falling off the Wagon Client Retention Model Corporate Model Center Actual Leads 100% 100 Appointments 60% 60 Shows (consultations) Sales Applications Conversions Initial 6 months 1st year clients Increase any of these numbers = Higher Top Line $$ = Increase in Bottom Line $$

  3. NB1 Conversion Definition: Must Haves: CAUTION! Application Steps: 12 Week Challenge- Transition a client into a memberNB1 Conversion Check-In >Create excitement > Reassurance > Dream > New Style Successful Check in = Successful Application Application >Satisfaction >Fulfilling Dream >Creativity>Selling Program Successful Application = Successful Check out Check- Out >Create urgency > Show value of programs > Combat Objections before they become objections Successful check out = Keeping a long term member Tools for Successful Conversion: NB1 balance must be paid prior to application day! Balances should never be collected on application day…. Your new client will focus on the cost vs. the reward of new hair! • REMINDERS:

  4. 12 Week Challenge- Transition a client into a memberNB1 Conversion FOLLOW-UP Schedule: Men (45 minutes) Women (60 minutes) *Managed through Tickler File* 1. 24 hour Check-up: Objectives: 2. Remaining Check-ups: Objectives: A new client should always see the same stylist from NB1 application through 1st full service Frontal Kit:(Place in a product zipper bag): Traxx Solvent Lip liner Comb Duck bill clip Adhesive Applicator brushes Skin Prep pads 6 day check-up Reminder! For Men and Women Educate client on: Maxxam Clarifying shampoo Maxxam Reconstructor

  5. At Risk Clients- Falling off the Wagon Stop, Look and Combat Clients who are “At Risk” of leaving Hair Club

  6. At Risk Clients- Falling off the Wagon MIA- Bring back your Troops Getting your clients back on the HC Wagon

  7. Sales- Module D Creating the Lifestyle Upgrades Hair Types

  8. Upgrade Tips:(in order of importance) 1. 2. 3. 4. Member for Life- Having Hair Becomes a HabitCreating the Lifestyle Upgrade Definition: Must Haves: CAUTION! Hair System from previous program must be applied before new program hair is applied. Tips on Showing Hair to a Client 1. It’s a FACT: Clients in higher level programs are longer term clients vs., clients who are not in a program or in a lower level program.

  9. Stylist Incentives Ideas “Summer Lovin” Goal: Increase product or technology education Decorate like movie “Grease” and play music Promote one product or technology per day. Stylist with most sales wins! “What’s in your piggy bank?” Goal: Move non-program and new NB1 clients to PCP. Piggy Bank with fake money for each stylist For every conversion/upgrade, fill piggy bank. Stylist with most money at end wins! Member for Life- Having Hair Becomes a HabitCreating the Lifestyle Existing Member Open House Ladies Open House Objectives: 1. Education: Learn more about hair care, styles and be beautiful. 2. Network with other women 3. Client retention:Building the relationship with your female clients. Who to invite and how to invite? • Invite a variety of program level (a minimum of one Gold or higher) members. • Also invite some non-program members • Staff members (consultants, female specialist stylists and manager) should also attend • Personal phone invitations work best. • Written invitation will help remind them of the date. • Call to confirm invitation What should happen? Staff members should determine the goal and theme of their Open House. Some Open House themes include: • Trima: Product knowledge and proper care for hair. • Style variations: Demonstrate styles on a model including hair wrapping, curling etc… • Overview of services offered: Introduction to Solutions programs • Technology benefits and features When is the best time? • Tuesday, Wednesday and Thursday evenings or Saturday afternoon • Plan at least 3 weeks in advance • Prizes: $5 to $100 (monthly cost) • Free Lunch • Manicure/Pedicure • Massage • Day off with Pay • Gift Certificate • Movie Tickets • Create a prize book. • Approval by RDO • Supplies for all contests: $5 to $20 • Construction paper, Markers, Glue • Tips for Successful contests: • Daily meetings to track progress • Put stylists in teams • 1 week to 1 month long contests • Keep staff motivated by giving • out candy Plan an Open House every 4 months Tip! To increase participation and excitement, Track progress daily on white board in color room

  10. Member for Life- Having Hair Becomes a HabitCreating the Lifestyle Factory Holiday Schedule: Chinese New Year Spring Harvest Fall Harvest Plan Ahead for Factory Holidays: Design Template- Manual/MEA- Hair Ordering Reminder: Average Order Times: Express Hair Design Template Manual/MEA Rule of Thumb: Send work orders daily! Use express hair!

  11. Member for Life- Having Hair Becomes a HabitCreating the Lifestyle Recurring Customers Rules to Live By 1. Do not let PCP Clients Keep Hair 2. Do not 8. Educate Attention NB2 Consultants! Just Remember the 4 C’s:

  12. Module 3: At Risk Clients- Falling off the Wagon Positive People Pay 1) Print Declined Credit Cards: 2) Hit List: 3) Use Buzz Words: 4) No Pay Go! 5) Educate staff on receivables: 6) Back up EFT for existing pay go clients: 7) Set upManual Charge:

  13. Definitions

  14. Recurring Customer- Life Cycle UPGRADE DOWNGRADE CONVERSION (NB1C) Client joins a Preferred Client Program. Status changes to Active Client APPLICATION (NB1A) RENEWAL MIA- Unable to locate . NB2 (Non Program) Client purchases Hair system, but does not covert to Program CANCEL- Removes hair A Payment PAYMENT- Upgrade 1. Cancel current program 2. Enter new program 3. Payment 4. Update EFT profile PAYMENT- Downgrade 1. Cancel current program 2. Enter new program 3. Payment 4. Update EFT profile PAYMENT- Renewal 1. Enter renewal 2. Enter expiration date 3. Update EFT profile PAYMENT NB1 C = EFTB NB2 = NB2PMT B Refund REFUND NB1C = CRFD NB2 = NB2R Refund per contract C Cancel/ Removal/ Expire/ CANCEL 1. Cancel program 2. Delete EFT Profile EXPIRED NB1 Application NB2 status 365 Days

  15. Recurring Customer- Business Definitions SALES NB1 Conversion Definition: A Non- Surgical client joins Preferred Client Program after NB1 application Must Haves: • First month fee collected • Client signs a PCP contract • Follows Recurring Customer Payment Policy: EFT or 12 month pre-pay REMINDER! A client can only be converted (NB1C or NB1GC) once in HC lifetime. Upgrade Definition: An active PCP member who moves from a lower Preferred Client Program level to a higher level. Example: John upgrades from the Bronze Program to Gold program in order to receive Gold technology and added services. Must Haves: • First month fee collected • Client signs a PCP contract • Follows Recurring Customer Payment Policy: EFT or 12 month pre-pay REMINDER! A client must turn in previous hair system before new hair system is applied. Non Program/NB2 Definition: A Non- Surgical client purchases one head of hair for $1,500. Client is considered an active non-program client. Must Haves: • Hair ordered once 50% of total contract collected • Client signs NB1/NB2 Contract REMINDER! Do not sell Non Program hair at a discount! STATUS Active Client Definition: An active PCP member who comes in for a full service within 60 days or makes a payment within 31 days. CAUTION Use proper data entry! Data entry affects a client status: - Active clients should have Member codes - NB2 (non-program) should have non-program codes Frozen Definition: PCP account is frozen (no monthly fees deducted). Account can only be frozen for: - Clients who has pre-paid fees - Customer care issue discussed or approved by RDO CAUTION Accounts are NOT frozen for: - Clients not coming for services such as travel abroad - Customer service issues such as problems with hair or service. - Unresolved payment issues MIA Definition: A PCP member who the center is unable to locate: - Client has not been in for service within last 60 days - No contact or notice of cancellation - Account may be overdue in excess of 31 days CAUTION Keep your clients active! - Contact all MIA clients by 3rd Friday of each month.

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