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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!

Linda Harding-Bond
Linda Harding-Bond is shifting the paradigm on spa retail training. Her Express Online Retail Training Course is exactly what's needed for post-COVID-19 spa re-openings. Designed to bring your therapists' retail skills up to speed, it will quickly position retail as a robust alternate revenue stream. Linda has provided training for many world-class organizations including The Oberoi Group, St. Regis Hotel, Anantara Hotels & Resorts, Shangri-La Hotels, The Resort at Pedregal, GoldenEye Resort and Spa and Six Senses Resorts. She is author of "Listen, Engage, Sell!: The Foolproof Method for Increasing Spa Sales in 7 Days or Less" and "The New Esthy Handbook: an Essential Guide for Novice or Nervous Estheticians". Connect with her at Linda@Moontideconsulting.com .
Linda Harding-Bond

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