Sales skills for customers of different ages from a lash manufacturer

lash manufacturer

Recently our lash are sharing more about sales skills than lash products, but please do not forget we’re lash manufacturer, we do best quality eyelashes for years and will continue with it for long. Today we’ll talk about how to sale more membership cards to your customers.

According to many of the salon owners, shop assistants are blocked in the promotion of membership cards because they do not know the actual situation of customers so that they can’t grasp the real psychological appeal of customers,

Long and repeated words have let customers lose their patience, at the end of the day; the successful card customers are few, performance decline, greatly reduce the enthusiasm of marketing, full of frustration.

So next we will analyze three common customers of different ages in the lash store, to master the general coping strategies and improve the success rate of card application.

1)     The enthusiastic and flamboyant after-90s

They like to try new things, self-confidence and pursuit of beauty and consumer price comparison.

Such customers often have a certain understanding of the brand. However, due to income and other reasons, they pursue high-quality and cheap products, but they also know deeply in their heart that "cheap is not good".

For example:

Customer: "I'd like to buy a member card, but I don't have the money."

Shop assistant: " Miss x, we have a membership card of $500, which can be used for one year. If you use it for 365 days, it's just $1.3 a day. It's a good deal."

 (Periodic decomposition)

Customer: "$1.3 per day is so expensive."

Shop assistant: "$1.3 a day, and save on eye makeup, every day can sleep for half an hour more, now in the middle of winter, every day more than half an hour in bed, what a great thing!"

 (Use the characteristics of young girls' love of sleeping)

If the customer is really out of money, you can remind the customer: credit card installment is also a good choice.

02) Optimistic and positive after-80s

Most of the 80's active consumption consciousness and consumption desire are very strong and they’re the main force of brand fashion consumption

After 80s female tend to pay more attention to the commodity on the choice of product brand, and for this we need to tell our customers advantages: such as brand, skills, etc., make its produce for our products and services, at the same time can also be appropriate to remind each other: "woman to spend money for her, or you have other people to spend money for you.

Here's an example:

Customer: "I take care of the children at home, very busy, there is no party, I do lash extensions in festivals occasionally, do not need to buy a card"

Clerk: "Miss x, the more at home, in fact, the more to dress up for your husband, in fact, every husband want his wife to be beautiful, just because of the child, you’re too busy to makeup, so you need eyelash extensions more, we have a customer of gestation, she did eyelash before surgery, in order to make herself looks good when she not convenient to make up."

03) Noble and elegant after- 70s

Women born after the 1970s are eager to be taken seriously and like to compare themselves with their friends. It is very important to be able to call out their names quickly.

After 70s women in the process of product purchase, pay more attention to comfortable and classic, they might think less of fashion , they are after the 70 middle-aged women, they have more energy and ability to improve the quality of life, and therefore relatively customers in 80 and 90, the average consumption of the highest it is not surprising.

Here's an example:

Customer: "what kind of card do you have?"

Shop assistant: "Miss x, you are suitable for platinum card. Our VIP room only provides black gold and platinum card customers. Your friend Miss xx also has platinum card."

The after 70s tend to" enjoy "consumption, in the process of choose and buy products, after 80s are relatively rational, some people will emphasis on feelings, and the after 90s, various stages of the women in the disposition and be fond of the above can make a big difference, so when we are in the early stage of the marketing must according to their characteristics, seize the customer psychology so that you could promote products better.

A set of interlocking stratagems to win the new visitors to your store

In our last article we analysis the new visitors to your store and we should try our best to keep them.

Today Ourlash will teach you a set of interlocking stratagems to win these new customers be your store members (or Persistent consumer) when all your lash artists are busy but customers are not willing to wait.

You don’t know Our lash? We’re expert in eyelashes and we supply bulk eyelashes to most of the beauty salons all over the world. 

Let’s get to the point now.

The premise of using this link meter is: first, to train the reception attitude and speech skills;

Second, train the communication skills of shop assistants, learn to grasp the pain points of customers;

The third is to train shop assistants' adaptability. 

First: extend communication time

No matter it is motivated or unmotivated, the clerk in charge of reception must use the pre-prepared verbal skills to communicate with customers, and use them flexibly to extend the communication time with customers, so as to find out the pain points of customers.

For example, her previous eyelash grafts were unhealthy, damaging her eyelash health, etc 

Second plan: first experience price + discount coupon

When communicating with customers, we can tell them that we have the first experience price (use the low price to attract customers to wait or make an appointment for the next time), and try to leave the name and phone number to make an appointment for the next time.

When the customer still insists that he or she is coming back or going away, the clerk gives the customer a 50 percent coupon and tells the customer that the coupon can be used twice in addition to the first experience price.

PS: in this way, customers can work out the first experience price + the second half price after they go back. If the technology and service introduction are in place, they will consider making an appointment or spending in the store, because it is really cost-effective.

 Third plan: after the first time to the store, set cash reward for sharing.

If a customer feels good after first coming to the store, she can comment on the group purchase website or share it in the circle of friends.

You can immediately transfer a $10 cash envelope to her data account (this envelope is permanent).

Fourth plan: send cash vouchers after two visits to the store

After the customer comes to the store for the second time to spend 50% of the coupon, another $10 or $20 cash coupon will be given for three times to the store (if the customer has become a member, the coupon can be given $10 and can be deducted from the discount price of the member);

If the customer does not become a member, the coupon can be given$20, and directly deducted from the original price.

Fifth plan: three times to the store to push membership card

Customers have been in your shop for three times, but have not turned into a member, do you feel a little sorry for customers? 

 If at this time you cannot successfully persuade customers to apply for membership card, from the perspective of customers: either customers are rational consumption or low consumption power, or customers just want cheap price but regardless of health;

From the point of view of your lash artist: either the technology and service are not in place, or they’re not careful to push the card (emphasis on healthy grafting).

Sixth plan: keep improving on basic projects

In the basic project (such as removing eyelashes, etc.), the operation is carried out in accordance with the professional standard process, so that customers feel that we can achieve excellence in removing such a small project, there is a small view of the big, the effect of a small glimpse.

The core of the link meter is: try every means to get customers to repeat to the store.

Don't let go of your discounts, and don't let go of your vouchers.

For the shop, what is sent out is only the voucher, while for the customer, what is received is the real money that can be used as the voucher.

Customers do not come, one less customer expansion may be sustainable consumption;

When customers come, they spend, and then there are more ripple effects.

For example, convert into members, recommend friends to come over, share to her circle of friends, comment and share, etc.

I talked a lot today to make people pay attention to strange visitors.

Ask all the staff to learn the link plan, and also change the store's marketing thinking or model for new customers.

Get clerks and customers excited and you'll have more business.

Of course, not every visitor can be converted into a consumer or even a member, so do whatever it takes.

If you want buy bulk eyelashes from us, please contact with us.

To win new customers-Analysis of new visitors to your Store

Let’s see below conversation first:

Customer: "can you do eyelash extensions here?"

Receptionist: "yes, but the lash artists are all busy at the moment. It may take about one hour to wait."

Customer: "ah... I have to wait so long. I have a dinner date with my friends tonight. Come back next time."

Receptionist: "OK, welcome next time!”

How often does this conversation happen in your store, where almost every store loses an average of five new customers a week.

It's too bad that these natural flows are going away. We should try our best to keep these new customers.

So today we're going to look at the new customers, and then we're going to figure out how to keep them.

01 about new customer visitors

If the store has the habit of registering the source of customers, you can check the membership management system and find that: members come from friends/members to introduce, group purchase website, Facebook public account activities...

But most members still come from strangers.

There are actually two types of stranger visitors: motivated stranger visitors and unmotivated stranger visitors.

02 motivated stranger visitors

The so-called motivated stranger visiting customers are strangers who have some basic understanding of the store's brand, technology and service before arriving at the store and then come to the store on their own initiative.

This kind of customer will have better patience and higher psychological expectations. In the introduction communication before formal service, if the lash artists introduction is not professional or has a perfunctory attitude, it is easy to cause a big psychological gap and lead to the loss of customers.

They may learn about the store through group buying websites, Google search, sharing links, friends' introduction, etc. Based on previous understanding, they may just pass by, may be free today, may not know that the store needs to make an appointment in advance, may not know that the store is busy today...

Lots of possibilities, but today, it's time to get to the store.

What should we do?

The customer has arrived at the store, but there is no lash artist to receive.

At this time, the customer is faced with loss (because she has spent time to understand the store before, but has to go back to the store), we need to think about the solution from the perspective of customer loss avoidance.

Therefore, firstly, train the telephone reception process of lash artists and the standard reception process of customers coming to the store;

Second, record the customer's name, phone number and other information and inform her of the following: if any other customer cancels the appointment or has a vacancy on that day, she will be informed by phone;

If there is no appointment on the day, contact the customer on the second or third day.

Third, compensate the loss (time, car, energy loss) of customers for not getting service this time accordingly.

03 Unmotivated stranger visitors

The so-called unmotivated stranger visitors are strangers who arrive at the store without knowing anything about the brand, technology and service of the store and then take the initiative.

This kind of customer has poor patience and low psychological expectations. In the introduction and communication before formal service, if the customer's demand and pain point cannot be found through the communication with the lash artist, the loss of customers may be caused.

"I was just passing by, coming in to find out."

"I have lost a lot of my eyelashes in the next room. How about having a look at your store?"

"How much do you charge?

……

Your price is so expensive."

"I don't have time to wait today. I'll go next door."

"You don't have time? OK, I'll come again next time."

……

Read the above answer, you might feel very heart plug.

Their answers can be so overwhelming that they sometimes say "welcome next time" or watch customers leave in bewilderment.

We're going to do an economics lesson here, called sunk costs.

For example, the customer did not take the card and enough cash today, but they want to buy a$500 membership card, so you can receive $100 deposit.

In this way, after the customer's impulse disappears, in order not to lose the $100, he is likely to come back and pay with his credit card.

When people decide whether to do something, they not only look at whether it is good for the future or not, but also pay attention to whether they have invested in this thing in the past, which is a very interesting and stubborn irrational psychology.

Therefore, first, let the customer stay as much as possible (prepare special dialogue skills for strange visitors, so that the staff can be flexible when encountering such customers), and invest time cost;

Second, try to get customers to make an appointment for their next visit.

Given space limitation, we’ll advise further strategy to win the new customers to your store. If you have the interest to learn more, please follow us, we’re Our lash, we supply bulk eyelashes to most of the eyelash salons all over the world. Let’s expect more cooperation between us.

How to express the need to leave when the eyelash artist doing eyelash extensions?

As an eyelash artist, sometimes you have the time that you need to leave for a while when doing eyelash extensions, but this would be a bad experience for customers, how to express yourself would be very important.

Imagine if you were lying on a bed and being operated by a lash artist. Will you feel a great sense of insecurity when you close your eyes and don't tell you every step that the lash artist takes during the whole process and leave without any hint?

First, let's analyze the customer experience from the perspective of psychology.

1) You feel insecure when you close your eyes

It is a common knowledge that it is not easy for people to keep balance when they close their eyes, so people feel insecure when they close their eyes.

2) It's better to listen with your eyes closed

When you close your eyes, you shut down the neural pathways of vision, so that all the exciting energy can be focused on hearing.

The law of attention concentration is that the smaller the object of attention, the narrower the scope will be and the higher the degree of attention concentration.

When people are interested in a single thing, the degree of concentration is the strongest, and the observation of the object of attention is particularly detailed and profound.

Therefore, when the customer lies on the bed with his eyes closed, he will feel that he can hear more clearly and have a deeper memory and impression of every word and word spoken by the lash artist.

Obviously we exclude those customers who may only dream after closing their eyes. Most customers will care about every step of operation and every professional word of beauty eyelash artist. Therefore, in order to meet these psychological reactions of customers, two things should be done in the process of eyelash extensions:

First, each operation step, need to gently remind the customer

Second, every time you get up and leave, you need to inform the customer in advance

Today, let’s focus on the second point: In eyelash grafting process, if you need to be away for a while, how to express?

If you have been grafted eyelashes by other colleagues, there must be the psychological reaction of the customer;

If you have not been grafted eyelashes, or you have not noticed the psychological reaction, why not go to the store to have a try tomorrow.

In addition to professional technical skills, the more important thing for a lash artist is to standardize the operation process and speech skills.

Every process of eyelash extensions should be quietly reminded of the customer.

Of course, occasionally you need to get up and leave the grafting position, such as: get up to get a hot towel, the store manager asks you for help to find an article, the store has a new customer no one to receive?

Too many situations may cause you to take a break from eyelash grafting in the middle of the procedure, so think again:

1) Provide customers with a sense of security

2) Give customers a sense of respect

3) Give customers the right to know

If you leave without saying a word before you get up to leave, the customer will feel uncomfortable, insecure, disrespected, and trying to hear what you're doing through ears.

If you tell the customer to leave for about a minute to do something before you get up to leave, they won't be trying to pay attention to what you're saying around the corner.

Verbal advice (reference)

1) Leave due to operational procedures

"Now, ma 'am, I'm going to take off your eyelashes. I'm going to get a hot towel and apply it. Just a moment, please."

2) Leave due to shop affairs

"Ma 'am, our store manager wants me to deal with something urgent. Please wait a moment and come back in two minutes."

"Ma 'am, maybe the air conditioner is too hot. I'll get the remote and turn it down. Just a moment."

3) Leave on personal business

"I'm terribly sorry, ma 'am. I've got an upset stomach. You might want to wait for me."

4) Leave for other emergencies

"Ma 'am, there is an administrative staff coming to inspect. I will go over to greet her. Please wait for two minutes."

Where there is detail, there is quality. To do a business quality matters your business life, and also ours. We’re Ourlash, a professional lash manufacturer and the lash industry leader. If you have any good ideas or need some more tips on lashes, please follow with us, we will share more on lashes and selling skills, we’re the best friends of your lash business.

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