We will be going home for the holidays to Philadelphia, the “City of Brotherly Love” to visit family and friends and our favorite places. We will return on January 10th refreshed, renewed and about 5 pounds heavier.
The spa front desk staff is a major part of the guest experience, especially if your retail products are in the same area. Unfortunately, spa managers rarely have an opportunity to sit in an unobtrusive corner and watch the interaction that takes place between the guest and the receptionist.
To help improve conversions, you need to give sales training for retail staff. Part of that is knowing what not to say.
Here are the five foolish questions never to ask your guests:
1. How are you today?
Admit it, you don’t care; the shopper knows you don’t care. This leads to the customer having to parrot back the expected answer, “Fine and you?” To which the retail employee responds with another expected answer, “Fine,” or they launch into another unthinking question or go silent.
What to say instead: Good morning, feel free to look around and I’ll be right back.
2. Are you looking to buy today?
Why it’s wrong: Trying to decide between lookers and buyers based on their answers is ludicrous. Many times people go into a shop not intending to buy but they get so romanced by the environment, displays, and salespeople that they treat themselves anyway. And just as many intend to buy, but a pushy salesperson’s comments and attitude have made them leave without their intended purchase.
There is nothing to say instead.
3. Isn’t this weather-related noun (heat, snow, rain) awful?
Why it’s wrong: If you get someone to agree, you’ve put yourself in misery’s company. You build rapport with someone by first finding out what positive things you have in common – not fishing for misery. And not about the weather.
What to say instead: Something positive about their skin if they just had a facial. What they are wearing or holding or the products.
4. Can I help you find something?
Why it’s wrong: Because it starts from the idea that customers all know specifically what they want, that they all are trying to fix something. But that’s not the case. Most spas carry luxury items – guests are filling a want not necessarily a need.
What to say instead: How can we make you feel better today? And then listen closely.
5. Do you have a budget?
Why it’s wrong: This question supposes that customers won’t spend more than they plan. It allows the salesperson to limit the customer’s choices and removes what probably would be the best solution. The best solutions cost more. You know this yourself…if you see something you really like, you’ll move heaven and earth to get it… and pay whatever it takes to get it.
What to say instead: We have a range of options and price points, to find your best solution, may I show you them all?
To read the Bob Phibbs article in its entirety go here.
It’s travel season and for many of us spa people there’s nothing we love more than trying different types of treatments. But even seasoned spa aficionados may have questions on how to avoid an embarrassing faux pax.
Thank you to Moontide Consulting’s digital guru, Norm Bond for finding this fun article The Vogue Guide to Spa Etiquette Around the World. Read More
I had an interesting conversation with a colleague recently about how difficult it is to convince senior management to add retail training to their budget. I’ve heard this story more times than I can say. Most often the decision maker is male, over 65 with a background in hospitality but not spa. Read More
If you’re a spa or salon owner, the following stats from Colleen Lemos will undoubtedly be news you can use. Check this out:
Most spas in Asia struggle with retail sales. It doesn’t matter how many stars you’ve been afforded or how many awards you’ve won. Read More
Here’s the backstory: The CEO of a well known massage club posted on LinkedIn that the emphasis of his company is “total body care”.
My response; “Total body care should include appropriate product recommendations which allow guests to extend their treatment and maximize results.
His lead therapist then responded to me by posting this comment,
Therein lies the gap of understanding. Even though I used the term appropriate product recommendations, in the therapist’s mind this translated to selling.
I see it all the time in my training journeys. Been there, done that, got a t-shirt.
As a Spa Manager, you may wonder how to get around this roadblock
At Moontide we’ve managed to crack the code. Check this out >>>> http://bit.ly/2ytMf4y
Contact me at Linda@Moontideconsulting.com or request a chat on Clarity. I’ll be happy to share how we achieve our fantastic results in the face of resistance.
Here is the backstory: The CEO of a well known massage club posted on LinkedIn that the emphasis of his company is “total body care”. Read More
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