Intention: To facilitate customer retention and homecare sales by providing an informative, supportive, relaxing treatment. 

Note: During my training experiences, I have noticed that some spa therapists will begin a treatment without further examination of the guest’s skin once on the treatment table. Or they will simply look at the skin without touching it. For a full assessment, they should employ a visual and tactile process because sensitivity in the fingertips may often reveal what the eyes miss.

Also, while touching the skin they should be providing feedback to the guest. It allows them to track what the therapist is doing. This is important since their eyes are covered during the examination.

There are many ways that spas begin their in-room treatment process. Aromatherapy oil selection, foot bath, singing bowl ritual are just some of the variations.

No matter how they start, it is important that the next steps are followed in sequence. They are part of your template to maximum customer retention and retail sales.

Remaining in the same role-play configuration from Module 4, attendees will take turns and perform a three-part process; (1) hands-on analysis, (2) confirmation of the guest’s concern, (3) selection of treatment products.

The person serving in the role of guest should pay particular attention to the therapist’s level of authority during each phase. They should note if they feel secure in the therapist’s expertise.

The observer should take written notes for later reference.

1. Once the guest is in the treatment room, the therapist will inform them that the next phase of their treatment consists of a brief hands-on analysis, feedback, and personalized product selection.

2. Once the examination process begins, three things should occur:

A. The therapist should have a running dialogue with the guest which reveals their findings.

B. Validation of the guest’s initial concerns or offer an explanation to the contrary.

C. Treatment upgrade recommendations, or add-ons.

After examination, please transition to the product selection phase.

3. The therapist should then determine the best products for use in treatment and inform the guest. It is important not to inundate the guest with information. Therefore, no more than three products will be mentioned, citing one benefit of each. 

This exchange should take no longer than 30 seconds.

Bearing in mind that homecare sale is a goal, at least two chosen products should have a retail component and be essential for maintaining results beyond the treatment room. 

4. At the completion of each turn as a therapist, the team should discuss performance quality. 

5. After each team has completed their session, they should role-play their best performance for the instructor’s critique. 

When the session is completed, watch the video module wrap-up and listen closely.