In the previous blog-post (Therapists Can Sell-Your Spa Retailing Tip-2), your therapists were given an overnight assignment. They selected their favorite retail product sold at your spa which they use on a daily or regular basis. They needed to familiarize themselves with the product and develop a presentation describing the smell, look, texture and benefit.
Tip #3 Today, again in groups of three, each therapists will give a presentation of their product. Their teammates will rank their presentation on a scale of 3-10; 3, the lowest simply means that they can improve and 10 means very well done. Don’t begin the ranking using “1 or “2” because the mere willingness to make a presentation is worth a “3”. The presentation should be judged by the therapist’s description of the product’s smell, appearance, texture, customer benefit and knowledge of active ingredients. Confidence, body language, animation and excitement level will also be graded.
After the presentation team members should feel free to ask any questions which they feel a customer might ask pertaining to the product. The therapist should feel very comfortable answering their questions, if they don’t, more product knowledge is needed.
Provide your team with forms which they can use to write the number of their assessment on the areas being rated. Here is a template-
|Product Texture or Feel|
|Tone of Voice|
This process should be fun and not cause stress. Impress upon each team member that this process is a simply a measurement for improvement and can be performed among themselves. If any of your therapists receive high ratings in all areas, discuss why this occurred as it can be duplicated. Respect the personality type of each therapist and don’t expect to get the same level of animation from an introvert as from an extrovert. Keep in mind that listening, not talking, is the key to up selling services and higher retail sales.