Tag sales

Tag sales

Spa Super Sellers-Hidden in Plain Sight

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A bird in the hand is worth two in the bush. That’s why as an “industry insider” I am constantly surprised at how spas and hotels continue to miss the obvious. The spa industry is losing millions in revenue from retail product sales. Obviously if you resolve that problem, a lot will begin to correct itself in the way of market share, customer and employee retention. Read More

Final Report-What No Spa Consultant Will Ever Tell You

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It’s here! I just received my third and final post training retail  sales report and the results are not surprising.

If you’ve been following me you know that three weeks ago,  I wrote about training the hair stylists at a Five-Star property in Hong Kong.  I was absolutely thrilled at the opportunity because so many decision makers balk at the idea of budgeting for staff training.

In fact most of my conversations with spa managers center around  their justification of cost. “What will the return on investment be? Is it worth it?”  Read More

2nd Week Retail Results-What No Spa Consultant Will Ever Tell You

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We’re now in the second week of tracking the retail results. If you’ve been following me you know that three weeks ago,  I wrote about training the hair stylists at a Five-Star luxury hotel in Hong Kong. This was a new area of the beauty industry for me as my experience has always centered on spa. Read More

Reflecting on ISPA 2017

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I had the honor of being selected to present at the ISPA 2017 conference on October 18 at Mandalay Bay Hotel in Las Vegas, Nevada. My topic was “Introverts: The Secret of Increasing Retail Sales”

I had attended ISPA in 2013 as a blogger but it was my first time as a presenter.  Read More

Introverts: The Secret of Increasing Retail Sales at ISPA2017

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Despite the disproportionate number of introverts in the spa industry, most retail sales training is still presented from a traditional perspective geared toward outgoing personalities. Join me at ISPA2017 in Las Vegas on Wednesday, October 18, 2017  8 – 9 AM. Read More

Every Spa Guest Has a Story

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When training spa therapists I’ll use story-telling to measure where they are with engagement, and recommendations for products and services. If you are a spa manager or director try presenting this case study to your staff. Read More

What I Discovered Teaching Spa Retail in China

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China is a spa and wellness boom town. According to the Global Wellness Institute (GWI) report, in 2016 China drove the biggest recent gains in wellness tourism revenues (300%+).

I recently returned from Shanghai, China to deliver my Increasing Your Retail Selling program to a spa team at a renowned Five-Star hotel. Read More

FIVE TIPS TO INCREASE SPA RETAIL SALES IN 2017

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When I consult with spa managers in the United States they often tell me that their number one problem is getting their staff to sell retail products. The past three years spent working in Asia has shown me that the same challenges exist.

Their solution has frequently been to increase product training, and to remind their staff more often how important selling is. This rarely fixes the problem because they are not addressing the root cause.

The spa industry has failed to recognize that most of its therapists are introverts by nature. They are quiet people who prefer the peaceful environment which so many spas offer. They work in subdued lighting. Customer interactions are mostly one on one. Because communication occurs largely through touch, the need to speak is kept to a minimum. This suits them just fine as introverts are not huge fans of small talk.

However, most therapists have nurturing spirits. They will bend over backwards to relieve someone’s pain. And as introverts they tend to be great listeners.

The good news is that listening well is at the heart of engagement. And engagement is the key to selling retail products.

For many therapists, customer engagement is initially very difficult. But once the stress and trepidation they experience from second guessing themselves is removed, they  become the retail superstars that they are meant to be. And it happens rapidly.

Here are some tips that may help you position your team for more success in increasing your retail sales.

Tip # 1-Ask your therapists what gets in the way of their selling. Address their concerns and fears with empathy and honesty.

Tips # 2-. Divide your team into groups of three. Have them give a one minute presentation to their peers on something they love.

Tip # 3-Have the listeners repeat back what they heard the presenter say. This will help to build listening skills.

Tip # 4-In private provide positive feedback to the presenters on their presentation strengths. Guide them on improving their weaknesses.

Tip # 5-Using their strengths, repeat the presentation process using a retail product that they like. Roleplay presenting to a customer during down-time.

Join me at #ISPA2017 for Introverts: The Secret of Increasing Retail Sales.