Retail Sales


A 360-Degree Customer Service Approach


Want to be a retail star? Offer a 360-degree customer service experience. Simply working within the walls of your spa no longer cuts it. Your guests are on Facebook, Twitter, and LinkedIn. They have iPhones, Apps and Skype. You have to transcend your box to gain their attention. With more ways than ever to gain consumers’ attention, spa professionals have a greater responsibility to offer meaningful, personalized communication. Embrace this role by providing life-saving education for guests. Don’t just offer a treatment. Offer an opportunity for education and self improvement.


With Skin Authority, everything from day one was planned as an integrated strat- egy to have skin care coaching available to consumers wherever they are and however they prefer to be reached. How can you make this authentic, personal connection, while boosting your retail and treatment sales? Integrating mini- treatments - the key to selling is giving clients the chance to personally sample a treatment. Don’t just give them a sample product to take home. Keeping it simple - focus on one to two skin care products every customer should have. For example, a sunscreen and a treat-


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ment product for acne, aging or hyper- pigmentation. Pick the products you feel passionate about and talk about them.


Create menus that don’t list specific treatments. Instead, write one succinct paragraph highlighting the skills sets of your professionals and the specific con- cerns they will address. Then, sell treat- ments in blocks of time. Explain to guests that they are buying an hour of time with the best professional who is available. In that hour, the professional will address their concerns and educate them on the tactics needed to handle them at home.


By making every touch an educated touch, your customers will become loyal, they’ll purchase more products and your bottom line will grow. Even better, you’ll receive a positive feeling from knowing that you are making a lasting, positive difference in their lives.


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“The key to selling is giving clients the chance to personally sample a treatment”


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