DIG DEEP CONSULTATION

1. Listen, and know which questions to ask.
Devise scripts and stories for every situation, so you know what to say. When you ask “How’s your hair been?” and the client responds with “Fine thank you”, probe deeper. Ask them what they like about it, and how long since their last haircut.

2. Use positive language
Look at the language you use. Never say “Just a trim?” or “Quick tidy up?” as these things suggest a cheap, fast and unskilled service.
Use phrases like “You need to use this”, “This is the product for you”, You have to try this” and “You’ll definitely use this” rather than starting sentences with “I think” or “Perhaps..”
Speak about a product as if they are already using it. Take them to the future with phrases like “This is the product for you” or “You love this one”.
Anticipate regret – “If you don’t buy this, your hair is going to…”

3. Provide solutions.
Write out prescriptions, detailing the products that the client needs to recreate a look at home. Use these as a tool and a point of reference.

4. Offer advice
By not giving hair care advice, you’re cheating your clients. Make it easy for them to say “yes please” or “no thank you”.

5. Don’t be put off if  a client decides not to buy
She might have bought new products last week! Instead, give her a shopping list for next time, which provides an opportunity for her to visit the salon again soon.

6. Create Personal Style Profiles (PSPs)
This is a template of questions you need to ask new clients or transfers from other stylists. I regard these as water wings for new stylists!

7. Close the sale
Don’t be embarrassed to close the sale at the end of the appointment. So many stylists mutter something like “So you don’t need any products do you?” or “I’ll leave you with the receptionist now, goodbye!”. This is lost revenue.

It’s easy:
Lay the products you have discussed down in front of them.
Pick three, no more.
Display prices clearly – this isn’t tacky, it puts your client at ease.
Use shelf talkers and include personal recommendations from your team or other clients.
Let the client touch and feel the products.
Keep shelves full – think positive abundance!

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