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Tell Smell Touch Sell

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In theory the process of retail selling is easy. But when you’re a spa therapist and an introvert, the questions that you want to ask your client and the recommendations you’d love to make for them may get stuck somewhere between your brain and your mouth.

Here’s my advice; truly focus on your client, you’ll find that a lot of your nervousness will go away. Ask your client what brought them to you today. Don’t just ask them how they feel because most people respond with a simple “fine” or “ok”.

But if they were fine they probably wouldn’t be spending their time and money at the spa.  So ask them specifically what brought them there. Ask them what they want to accomplish from their visit.  And then use your advantage and power as an introvert and listen closely to their answer.

Determine the best course of action. Don’t EVER be afraid to recommend another treatment if you know that it is more appropriate. Be confident in your knowledge,you are the expert. There is nothing more disappointing than spending time and money on a treatment that did absolutely nothing! I recently went to a therapist for a Thai massage and she told me that it wouldn’t alleviate my neck pain the way that an oil massage would. Guess what? She was right.

Once you determine the correct treatment, focus on which products are needed for your client to continue their treatment and healing at home. (I’m assuming that you have knowledge of the products your spa carries). Make your recommendations by remembering to TSTS. Tell, smell, touch, and sell.Tell smell

Inform your client of the product’s benefits and why you think it’s best for them, let them smell the aroma, allow them to touch it and feel the consistency.  It will sell itself if you are enthusiastic about it.

Now go out there and rock that retail!

Therapists Can Sell-Your Spa Retailing Tip # 2

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spa team yoga master and stylistIn my first blog your task was to have your therapists select their favorite place, food or person. They described their selection to their team members who should have been paying close attention to the body language, tone, animation and excitement level of the speaker telling the story. You should have been taking notes on each therapist to record their particular level of enthusiasm as no two people are alike. This exercise would help you to determine and set the emotional baseline of the therapist who is selling your retail products. Read More

Do A Few Things Brilliantly

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I’m a fan of Chef Gordon Ramsay. Not the wild uber critical persona he displays on his American show , Hell’s Kitchen, but the kinder, gentler mentor and advisor that he is on his British program- Ramsay’s Kitchen Nightmares.

I remember watching an episode about a restaurant owner who had 50 or more items on his menu. The restaurant was in a shambles and the chef was losing money like crazy because he had to stock the ingredients of all the dishes he offered. He had very few customers because his food didn’t taste good. He was trying to do too much. Read More

Every Story Tells a Tale

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Robert, a talented executive at a very well known resort and spa company loves to tell stories, he finds them to be very effective when training.  I love a good story too, they work particularly well in group settings when trying to get your point across.  Sometimes the story comes from you but  sometimes it may come from the trainees. Read More