What are the four types of space?
Intimate, personal. social, public.
Who do you communicate with?
Clients, colleagues, product reps, insurance companies, employer/manager.
What is verbal communication?
Verbally asking your client questions and getting verbal answers.
What is non-verbal communication?
Written communication or body language as answers.
What is an open question?
A question that requires a more detailed answer.
What is an closed question?
A question with a yes or no answer, to clarify information.
What is an probing question?
A question to gain more information that initially given.
What is the data protection act?
Ensuring privacy by setting strict rules for processing information like sensitive details.
What is the supply of goods and services act?
Ensuring goods were of satisfactory quality and fit for purpose, ensuring services were performed with reasonable skill, care, and within a reasonable time/price.
What is the consumer protection act?
Safeguarding buyers from unfair practices, poor quality, and deceptive advertising by establishing consumer rights like safety, choice, and redress, holding businesses accountable for defective products, and ensuring fair trading standards.
What is the sales of goods act?
Governing contracts for selling items, establishing buyer/seller duties, ensuring goods are satisfactory quality/fit for purpose, and detailing remedies for faulty products.
What are the five stages of selling products?
Identify a need, identify product, demonstrating product, overcoming obstacles, closing the sale.
How do you identify a need?
Use open questions to find their main concern, use probing questions, adapt treatment/products to this.
How do you identify product?
Identify what products the client needs, ask about their routine at home, identify what products you can promote.
How do you demonstrate products?
Use the products you want to promote- explain the ingredients, etc, let them explore it. Explain the benefits and how/how much to use, let them hold the product.
How do you overcome obstacles?
Having good product knowledge, being able to match the products to customers. Be positive when they’re unsure, pay attention to what the client says, accept their response, provide a sample.
How do you close the sale?
Use a closed question- e.g. “would you like to pay cash or card” or “would you like a small or large bottle”. Try not to talk too much, allow the client to speak first.
What are the three ways of getting feedback?
Verbal questioning, observation, written questionnaires.
Why is feedback important?
Shows clients that you value their opinion, good feedback can be used for marketing, helps with trust and satisfaction, helps improve the treatment/business, encourages clients to return, helps staff to recommend future treatments, helps the business grow.
How do you respond constructively?
Look for how to improve, thank them, reflect on past treatments.
How do you tell feedback is constructive?
It’s polite, encourages you to improve.
How could you respond to a complaint?
Apologise, offer a discount, offer to rectify the mistake, ask for specific feedback (so you can improve), stay calm and respectful, offer to let them speak to your salon manager/employer.
How should you not respond to a complaint?
Get anger, argue, ignore them, take it personally, refuse to deal with it.
