How to improve the sales ability of shop assistants (2)

 

Today, Our Lash is going to update the techniques and speech skills of lash artists.

01. Preparation in the shop

In order to make the lashes artists work more actively and cleverly to recommend the member card, the eyelash salon should also do some preparatory work, such as:

1) Regularly train the sales skills and conversational skills of lash artists. (Teachers of the same industry or similar industries can be invited to the store for training)

2) Assess the sales process and dialogue techniques of the eyelash artists once a month. (This can be done by the store manager)

3) Appropriately improve the performance commission of member card for lash artists, or change the performance commission file of selling memeber card. The more the performance is, the higher the performance salary.

4) The lash artists with good skills, strong sales ability and willing to cooperate with the team can be considered to be promoted to reserve store manager or store manager. (Good promotion space is also a way of motivation)

02. Some skills for lash artists to recommended member card

1) Strengthen sales awareness and practice a strong intention

Skill 1: set up a goal in life, such as: I will be a store manager, I will open my own eyelash store in five years, I will enter a company/store with better pay in two years.

Skill 2: set a numerical goal, such as: I need a month's income to reach XXX dollars; I need this month's performance to reach XXX dollars to achieve the highest level of performance commission.

Skills three: self-reward method, such as: I this month to complete **** performance can buy a package for myself, or go out to travel, or rest for three days.

2) Adjust your fear of difficulties and think out of the circle

Skill 1: self-suggestion method, if: I let the customer do a piece of $500 card, it is to save $100 for her expenditure.

Skilled 2: team learning method, such as: usually with other lash artist’s simulation practice sales talk, learn from those lash artists or store manager with good sales ability.

Skills 3: self-denial method, such as: the same shop, the same customer, the same circumstances, why I can't do my own customers, store manager or other lash artists can persuade them to run a card?

Get out of the cycle where you can't, deny yourself, and refresh yourself.

3) Empathize and consider from the customer's perspective

Skill 1: Learn to find the customer's consumption pain points, such as: in the first time to introduce to the customer the characteristics of the shop, or other communication process, finding out the reason that her eyelash is not strong, or smoked eyes, or unhealthy pain points.

Skills 2: Give customers a reason to spend money to do card, such as: "xxx, after the eyelash extensions, your eyes look particularly big and charming.”That's how you praise your customers and then they have a reason to keep spending money and get a credit card.

Skills 3: Save money for customers, such as: when recommend member card to customers, tell customers how much money can get preferential, the actual equivalent of how many times can be free to the store consumption.

03. Speaking skills reference

Skill 1:Ms. **, I see that you usually go to the store once a month or so, and each time you spend about $150, so I suggest that you do a $500 card, which is the most appropriate, with $100 as a gift and 20% off the membership price.

Almost half a year or so used up, also equal to more than 2 free grafting, when the time comes you used up and then continue the card.

Skill 2: Ma 'am, you'd be better off with a $1000 card. It can be used almost for a year, 365 days. It only costs $3 a day.

It's $3 a day, you don't have to put on eye makeup in the morning, you get an extra half an hour of sleep every day, especially in the winter, and it’s great. (If the customer tells you that she really doesn't have any money, remind the customer to pay by credit card installment.)

  

From the perspective of the store, we should try our best to improve the sales awareness and sales ability of the lash artists.

From the perspective of lash artists, they should have an active attitude, increase their own sales awareness, learn sales skills and speech skills in various aspects, and improve their sales ability.

This can not only benefit customers, but also increase the performance of the store, and improve skills and income for herself. Why not?

 

This is OUR LASH, one of the best korean eyelash suppliers for eyelash tray wholesale ,  wholesale 3d silk lashes, 3D mink lashes and so on. If you need any help, please contact with us.

How to improve the sales ability of shop assistants (1)

 

The salesperson's ability to sell is a pain, a huge and incomparable pain. Put aside the sales ability , at least they should have the sales consciousness .But there are clerks without this kind of awareness, especially the senior lash artists in the shop. Although the technology is good, the sales awareness and sales ability are very weak.

 

Why should we improve the sales capacity of shop assistants? There's no need to explain... Of course, it is to increase the turnover of the store and improve the income level of the clerks themselves.

Today, Our Lash will share with you how to improve your employees' sales skills.

 

How to improve the sales ability of shop assistants

The logic behind "Sorry to recommend membership cards"

01. "Sorry to recommend membership card" case

There are many shopkeepers who are thin-skinned and stubborn, and who have crossed the line to run ciliary stores, so they always manage the sales of their stores from the perspective of consumers.

Many stores follow the guiding principle of "sell if you don't sell". So, how can achieve "not sell but sell"?

First, it is about technology and service.

The second is marketing and sales.

In the technology and service to achieve the ultimate premise, the clerk only needs a gentle help, can do "not sell".

In such a store environment, there will also be a problem: some employees are unwilling or even embarrassed to promote sales to customers.

Lucy, a post-1995s beauty eyelash artist said, "I think it's a trap to trap customer. Too many nail salons now run away with the card, so I feel embarrassed to ask."

02. Why was the clerk embarrassed to push the card?

After analyzing Lucy's answer, from her point of view, the reason that feels embarrassed to recommend customers to apply for membership card is as follow:

First, let customers apply for a card, is to take advantage of customers;

Second, the beauty ciliary store pre-charge is not reliable.

03. The logic behind "Sorry to Push"

From a marketing perspective, what's the real logic behind this?

1) Lack of sales awareness and strong ambition

The basic logic of "sorry to push the card" is that the salespeople lack or even have no sense of sales and no strong intention.

The professional technology, high-end services, luxury decoration and other factors that enhance the competitiveness of the store are all for the purpose of allowing customers to consume in the store (to apply for cards).

So if you think your service is good and no need to speak out, you’re absolutely wrong.

First, you don't say, how do customers know your service is really good;

Second, you do not frequently remind the customer how to know that they need to apply for a card;

Third, if you don't push the card, how can you get more performance commission? How can the store have regular customers and the growth of turnover?

2) Have fear of difficulties, self-imposed limits

This is the second logic of "sorry to push the card", said that some of the popular is that the shop assistants see the world is small, narrow vision, involved in communication and sales in this aspect has obvious fear of difficulties, and carry out self-imposed limits.

Because they will keep giving themselves hints, such as: I am introverted, I will not say, I will not express, I do not understand push card, I am embarrassed to push card, I seem to be in harm, I seem to be sorry to customers......

They are so restricted to their own to draw their own circle, never come out.

3) Do not know how to put oneself in others' shoes and make subjective assumptions about customers' ideas

After solving the first two logics, if the third logic can be deeply rooted in the heart, then the clerk will have a sales weapon, can cut through the numbness with a sharp knife.

Should think like this: first, you do not push card, customers may also feel that your store is not confident, or wondering if there is a problem;

Second, you do not push card, customers may feel that your store has no discount;

Third, you don't push the card, do you let the customer take the initiative to say: "Hey Jessy, I will charge a $500 card today"?

Fourth, you do not push card, do not praise the customer, she will not have a reason to spend money;

In a word, you don't push the card, is equivalent to not giving customers a beautiful step down.

 

04. Unlock the "Sorry Push Card" skill

First of all, the most important thing is to explain the above three logics to the shop assistant first, everything must understand why.

Secondly, the store can use the card as a reward mechanism. A successful card can be counted as a thumb up, and finally the store will reward the clerk according to the number of thumb ups.

Concrete the sales volume directly into thumb up, the sales of member card changes into an actual recognition.

 

 

Finally, in the agreement signed with customers to do card must be marked back card scheme, and if the store closed down the principle of compensation, so as to protect the interests of both sides, but also let employees push member card more confident.

 

 

After a few more words, I think it is actually a sad story for our entire industry that customers say that the beauty ciliary stores will run away with money after they apply for the card.

If the lash artist also thinks that the customer will not know which day to close the shop and run away after completing the card, I think it is also the owner's sorrow.

Therefore, no matter as an individual or a company owner, it is necessary to establish a brand culture or an annual plan to give the employees a vision and confidence no matter the business is good or bad.

 

 

After reading it, will you still feel embarrassed to push the card? If you still feel embarrassed, bookmark it and watch it again tomorrow.

 

If you are looking for wholesale lashes , wholesale magnetic lashes or other kind of lashes, please contact with us.

How can we improve the performance of the store by delivering service one after another?

 

This is Our Lash.

Eyelash extension technology is not unique and may be easily copied by peers or replaced by other technologies.

Therefore, on the basis of technology and service as the core competitiveness of the store, regardless of the technical aspects, we need to refine customer management, achieve the ultimate service, customer satisfaction, mouth to mouth, and can be passed on, so as to improve the performance of the store.

01. Customer psychological analysis

1) Take the initiative to choose channels.

 

When a customer has a demand for eyelash beauty, she will definitely go to a variety of ways or channels to understand the relevant brands and store services.

If she has not selected the brand and store, she may learn about it through various channels, such as group buy website, outdoor advertising, street store door tags, consulting friends, etc.

If she chooses your brand and store, she may know your brand and store through less channels and more through comments and friends' introduction. She will focus on the technology, service, after-sales and other relevant contents of the store.(Therefore, the store's public reviews and high praise from website are very important, as is the reputation of existing members/customers.)

 

2) Passively accept high-quality services.

Generally speaking, customers have higher requirements for durable and repetitive consumer goods in terms of overall service quality.

There may be three or four eyelash shops on the street next to or opposite your shop. Faced with such a big competitive environment, shops need to provide customers with different experience and services.

When customers go to each store to try, she will be differentiated psychologically, each store has the price, technology, service, management and other aspects of the plan.

Given similar management, technology and price, customers are more likely to choose the one with good service.

 

02. Customer refinement management model

Since customers are more willing to choose a store with good service, how can the store achieve the ultimate service and customer satisfaction?

To provide services unexpected to customers, namely, the refined management of customers that we will talk about today includes the following five parts:

 

1) Management by objectives

Target disclosure at the beginning of each month (Target number of members converted this month, and Target number of customers that may convert this month)

Weekly goal discussion (focus on Monday morning to analyze the customers who have booked this week)

Strengthen the target of the morning meeting every day (check the historical data for the customers who come to the store on the same day, analyze the customers of key convertible members, and make sure that we have a good idea)

2) Data management

Record the detailed information of each customer (such as name, telephone number, date of first visit to the store, items consumed, amount of money, favorite style, related preferences of customers talked about during the service...

Record as much as you can)

Reasons for not converting will be discussed in the meeting (in the weekly target discussion, reasons will be analyzed for customers who failed to convert into members, and reasons will be found out to strive for next conversion)

3) Transaction management

For unfamiliar visiting customers, we should strive for each customer to stay more, and use interlocking plan to lock customers;

Use service details and chat techniques to close the distance with customers, and move customers emotionally;

The lash artist should be familiar with at least 10 cases of post-ciliary changes of customers, which can be shown in pictures.

When customers leave the store, please see them to the door and use farewell language.

For customers who only do eyelash beauty, we can recommend manicure, hair removal, semi-permanent, beauty and other items, as well as ancillary products such as eyelash fixation solution.

 

4) After-sales service

Customer 24 hours, 3 days, 7 days, 1 month telephone return visit;

Holiday SMS blessing;

Invitation to preferential activities;

Birthday blessing welfare reminder;

Communicate and deal with customer feedback in time

5) Value added management

Interview or research of some members and customers

A gathering of themed events

Reward for referral of members

According to customer data analysis, launch new theme activities

 

3. Value the customer's lifetime value

1) Classification of member customers

Use the member management system to classify the member customers, such as age, whether they have children, occupation classification, membership level.

Differentiated understanding through different categories can reduce the risk of customer management failure and maintain these members and customers well, so as to bring more referrals and word of mouth.

 

2) Analysis of active members/customers

Use the 80-20 rule to identify key members or unconverted key customers.

The transformation value of these key customers is manifested in repeated consumption, increasing customer unit price, transfer introduction and so on.

Selecting these members/customers whose contribution value is 80% from the overall customer base and continuously strengthening service and maintenance to retain these high-value members/customers can also reduce the cost of the store's marketing activities.

 

3) Necessity of exclusive interviews with members/customers

You may think that it is unrealistic to study individual customers to improve the profits of a store, but for a store, regular market research is very necessary.

Through one-to-one interviews, we can extract the commonalities of practical members/customers, so that when the lashes artist learns the information of other old members/customers, he can immediately know whether these members/customers have created the maximum value of the store.

 

Of course, fine customer management is not unequal treatment of customers, but the need for survival, development and improvement of performance of eyelash stores.

If the same amount of time and effort is invested in customer refinement, the results may not be as good. But by serving the members/customers with the highest value, you can get the most customer traffic and store performance.

 

That’s all. We are one of the best Korean eyelash suppliers of eyelash tray wholesale ,3d silk lashes wholesale and other kind of lashes. Let me know if you need any help.

10 minutes before the end of work received a customer appointment, accept it or not?

 

What should you do if the customer makes an appointment for lash extensions before going off work?

Refuse or accept? If so, how should you refuse?

As a salon owner, it will be better for the shop to create more performance and accumulate more customers, because the lash artist's time is the most profitable. If the ten minutes left can create profits, it would be best.

If you're not generating revenue, those ten minutes are a wage cost.

 

As a lash artist, each more customer, can do higher performance, get more performance salary income.

Therefore, never give up any opportunity to increase personal performance, can do more than a customer is a customer.

But an lash artist with low professional quality will think, "Oh, I have to work overtime again, and I want to go home early after work. I really don't want to pick up this customer", then she will also have a bad mood when serving customers.

Here's a good way to do it:

Overtime fee of the lash artist for 1 hour of overtime + electricity cost of the whole store + the state of the lash artist's reception of customers the next day + the quality risk of serving customers when they are about to leave work.

Does this even out the cost of paying?

If the cost is less than the benefit, it can be done.

If the costs outweigh the benefits, then do not execute.

 

Based on this cost calculation, we suggest that: the following 30 minutes before the reservation as a limit, before 9:30 p.m. booking cannot be refused; Reservations made after 9.30pm can be rejected if there are no special circumstances.

  

So, how do you turn a customer away?

Premise: cannot take the shop off duty as an excuse and do not receive customers.

Method 1: Explain to customers from a professional perspective to show the professionalism of the store.

Sleight of mouth :XX customer, hello, today is nearly 10 o 'clock, if you grafted eyelashes so late, glue has not been cured at the end of the direct sleep, will increase the probability of allergy, it is not recommended that you come over this point grafting, can help you to make an appointment tomorrow or later time.

 

Method 2: from the perspective of the process to the customer the facts, transposition for the customer to consider.

Sleight of mouth: Hello, XX customer, how long will you be able to get to the store? If you want to make it around 10 o 'clock, you’ll be pressed for time. If it is at 10:30, I can only make a pre-processing for you. It is suggested to make an appointment tomorrow or later time.

 

Method 3: If a new customer comes to the store directly, you can refer to the following.

Sleight of mouth: Customer XX, I am very glad to have you visit our eyelash store. Since the first grafting takes about 2 hours according to the regular process, it is suggested to reschedule tomorrow or later. To apologize, I'll give you a $10 cash coupon, which you can use directly next time you come to the store.

 

"Refuse or Accept? It also depends on the situation.

As a shopkeeper, to make a clear account of this cost; As a lash artist, to balance their own state and performance clear, the above three words must be kept in mind.

 

This is OUR LASH, one of the best eyelash vendors in China for 3d silk lashes wholesale and eyelash extension wholesale. Please contact with us if you need any help.

The correct posture of the eyelash artist when grafting eyelashes- The location of the customer and the lash artists

 

This is Our Lash .

01. The key to correct posture

1) Straighten your back naturally

2) Match the height of bed and seat

3) Elbows are placed on the bed (to reduce direct pressure on the customer's head)

4) The Angle and height that the lash artist can easily operate and see

5) Don't burden and oppress the customer

6) The hard parts of the joint bones should not touch the customer as far as possible

7) The hands of the lash artist are not allowed to directly touch the skin on the customer's forehead (except for adhesive tape)

8) In order not to bring uncomfortable feeling to the customer's forehead, the towel can be spread on the forehead

9) If the hand temperature of the lash artist is too high, please avoid making the customer feel the heat

 

02. The location of the customer and the lash artists

1) Position of the customer's head

The head of the ciliary bed is in the same plane with the head of the guest or slightly below the head. In this situation, because the position of the eyes is relatively close, the lash artist does not need to lean forward, which will reduce the burden on the neck and shoulders of the lash artists.

If the customer's head is too downward, the position of the customer's eyes will become far away, and the eyelash artist needs to remind the customer to move.

The appropriate height of the ciliary bed will allow the lash artist's shoulders to be relaxed. The bed supports the elbows and the body does not need to lean forward to maintain a relaxed posture.

If the position is too low:

The distance between you and your customers will grow. Your vision will get longer. The elbows will be no support, you will be tired

If the position is too high:

You raise your shoulders. Because lifting the shoulders exerts gravity on the customer. Too close to the customer's face

2) The state and posture of the arms

Adjust the height of the bed and seat according to the position of the customer.

By adjusting the closure of the arm can make the operation more stable. The lash artist tries to maintain a relaxed posture to perform the operation.

If the eyelash therapist maintains an addictive arm, it will be more stable and will feel more relaxed during operation.

If the arm is in a force open position, it will exert force on the hand, which will put a burden on the operation.

If the elbow is not on the bed and appears to float, the operation will be unstable.

 

"There is no absolute standard for the correct posture of the lash artist, but it needs to be established on the basis of the ciliary bed, the position of the customer to lie down, the chair of the lash artist and some matters needing attention during operation, and it is a standard movement of actual adjustment based on the principle of convenient operation.

So be sure to remember the main point of the article.

 

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