Speech skills of hairdressing front desk sales
1, data method
The so-called data method refers to providing data, materials and pictures related to the theme for auxiliary explanation. For example, when hair stylists explain the necessity of hair care to customers, they might as well explain the hair structure to customers with enlarged photos or drawings of split hair, which is the best sales skill by using data. Another best way to use data method in the field is to prove the truth of stylist's statement with examples, such as the hairstyle of field personnel. The customer's hairstyle can be used as a reference, and it can also be used as an improvement of the customer's hair quality before and after hair care. I believe that customers will feel different immediately, so I often use the method of data. For example, when customers cut their hair to half, they will first show them the mirror to compare the messy hair with the well-defined hairstyle, and think about the reasons why customers are not convinced by the comparison.
2. The method of telling stories
What is a storytelling? In fact, there are many successful cases of hair care and dyeing at the scene, but they are rarely used as empirical evidence, so sometimes it is more effective to give more practical cases to customers than to talk for a long time.
For example, you can express it like this: Miss, look at the beautiful hair of the lady in front! This is the result of regular weekly maintenance. Every time she walks by, she always attracts everyone's attention. In fact, her hair is worse than yours! If I hadn't kept saying, she wouldn't have kept her hair so regularly today.
3. Assumption commitment method
Presumptive commitment is a very useful skill in sales promotion, which is equivalent to first agreeing with the other party to make it less alert, and then telling the key points you want to appeal to. In other words, the genius of the presumption of commitment law lies in raising the position of the other party and making it easy to get to the point.
Miss, there are few people with aesthetic feeling like you, so you must know the professional creativity of our technology, so you must understand that there is no good hairstyle without good hair quality, so you might as well take this opportunity to have a therapeutic hair care. This is the second place presumed by the commitment law. What's more, if you refuse, it will appear that you are not up to standard, so you have to promise.
Don't worry about the customer's rebound on the premise of praising the customer, because he wants to be affirmed first, so when you appeal to the customer again, you must express it positively, don't make a negative appeal, and say, Miss, your hair is yellow and dry, so you'd better take care of it as soon as possible. In this case, once you express this, the customer will be rejected in your heart and will care!
4. Positive and negative method
The application of the face-lifting method is that after you agree with the other person's point of view, it leads to the point of view you want to express, because everything has positive and negative thinking modes, and you can start from different angles. For example, a fat person can say that he is bloated or happy, and a stingy person can say that he is stingy or frugal, which shows that everything has its two sides.
So how can the positive and negative method be applied to the promotion of hair stylists? I believe many hair stylists have a feeling that they don't know what to do when they are rejected by customers, and the positive and negative method can be said to be the best weapon for hair stylists when customers raise objections. For example, many customers often complain that it is too expensive to perm their hair for hundreds of dollars at a time, and they have to do it in two or three months. What should a hair stylist do?
These are both positive and negative methods, which come in handy. The hairdresser can answer that a few hundred dollars is of course expensive, if you want to count it once. However, don't underestimate a perm. Maybe it will take us a long time to train an assistant to make a curling iron, and our hairdresser must have enough experience and professional knowledge to ensure the perfect perm quality, not to mention that a perm can be beautiful for two or three months, with an average of a few dollars a day. Can this be expensive? When customers have objections, don't refute them in person. Otherwise, the misunderstanding will not be clarified, and the situation will only get worse. So the positive and negative method is a good solution.
Hairdressing front desk sales speech
1, the customer said: it's too expensive! ? Or? Other products are cheaper than yours? wait for
Speech by Front Desk Director/Consultant 1:? Actually, it can be counted like this. It may be because of your one-time investment that you think it is a little expensive, but it will cost you four to five months of after-sales service, with an average of twenty or thirty yuan at a time; It costs two or three hundred yuan to pack a monthly card casually in a traditional beauty salon. What you use is a big can of products, which is not targeted enough and hygienic enough. Our products are aimed at everyone's skin and specially designed for people; See where you need to improve, the price is high or low, you can also do basic nursing first, and then consider it when you feel good. ?
Speech 2 by Front Desk Director/Consultant: * Sister, this product looks really expensive. But think about it carefully, in fact, you only need 3 yuan a day to enjoy a comprehensive skin care. Do you still think it is expensive? Besides, your husband smokes a pack of cigarettes for more than 30 yuan a day, hehe, * elder sister should be kind to herself! ?
Speech 3 by Front Desk Director/Consultant: Is there really no word? It is because it is good that it is expensive! It is because it is expensive that I sold it to you. Because the quality of expensive products is relatively better, I am responsible for selling good things to my good friends! ?
Speech 4 by Front Desk Director/Consultant: If there is a product that doesn't work, but it is very cheap, would you like to buy it? Of course you don't, do you? The product I chose for you is absolutely in line with your skin. It is a pure natural concentrated essence. You only need to use a little every day, and you will see the effect soon. This is not expensive at all, and it is economical! ?
Speech by Front Desk Director/Consultant 5:? This product is a national chain. As a franchisee, we can't decide the product price without authorization. Of course, for those beauty salons that change the price of products without authorization, the head office will also take corresponding punishment measures. So I hope you can appreciate the difficulty of our first contact? (If it's a product of the same brand) What you said is true. But when we consume products, we should not only consider the price of products, but also consider the quality of products and their after-sales service, shouldn't we? The customer will definitely answer yes. At this time, the beautician can continue to guide customers: our products can not only guarantee the quality, but also provide you with the most perfect after-sales service. Would you like to buy such a product? In fact, sometimes you only need to invest a little more to buy products with good quality and peace of mind. How can such an opportunity be missed? I believe our after-sales service will definitely satisfy you. ? (If not the same brand)
2. The customer asked:? What's the use of such a low price?
Speech by Front Desk Director/Consultant 1:? The price synthesis of cosmetics is very transparent, and most of the expenses are on advertising. For example, well-known brands invite stars to advertise, which costs tens of millions and is finally added to consumers. Wool comes from sheep, but our products are advertised less, mainly by the reputation of customers, and there is no high advertising cost, so the price is relatively low. ?
Speech 2 by Front Desk Director/Consultant: Because the raw materials of this product are imported in whole package and repackaged in China (if it is)! Unlike some imported cosmetics with high tariffs, the price is relatively low; Moreover, the price level does not affect the effect, the key depends on whether it is suitable for your skin, just like some big brands are good, but some people are allergic, so it is best to suit themselves. ?
Speech 3 by Front Desk Director/Consultant: Although it is the first time to contact our products, our company has a long history, and we emphasize credibility, professionalism and service. You are not familiar with us, and your worry is understandable, because you don't understand the magical effects of our products. Can you help me? Do a test on the spot to show how our products are different from other companies? Use our company's products to ensure that you are younger and more beautiful, but don't forget to thank me? ! ?
3. The customer said:? I don't need it! ?
Speech by Front Desk Director/Consultant 1:? How did it come about (for those who don't pay attention to appearance) It is a woman's nature to love beauty, and no woman will refuse beauty. ?
Speech 2 by Front Desk Director/Consultant: (Young people don't need to take care of it) Maybe you are still young, and you don't have a strong sense of skin care, but as you get older, most skin problems will occur, and these problems will gradually accumulate, so you should do some basic care and maintenance from now on to avoid problems in the future. ?
Speech 3 by Front Desk Director/Consultant: Before the age of twenty-five, human skin is reversible, and some problems can be repaired by themselves. But after the age of twenty-five, metabolism began to weaken and the skin lost its irreversibility. Therefore, it is necessary to rely on corresponding nursing to delay its aging. ?
Speech 4 by Front Desk Director/Consultant: You're right, you don't need it, but your skin does. Think about it. You bought a brand new BMW today. If you don't pay attention to maintenance, the new car will become a classic car sooner or later! . ?
4. The customer said:? I have already opened the card elsewhere! ?
Speech by Front Desk Director/Consultant 1:? It doesn't matter. You can give yourself one more choice. I believe that you may find the next product that is more suitable for your skin through your own feelings today. Moreover, our products are not limited to the time that must be used up, and they do not conflict with other cards you open. ?
Speech 2 by Front Desk Director/Consultant: It doesn't matter. You can experience our products, services and beauticians' skills first. Our characteristic is that the product is special for people, which is different from the canned products used in traditional beauty salons. Not targeted enough, not hygienic enough! We have only been in business for a few months, and we have more than 100 guests. Or you can open a monthly card and feel it, and adjust the time between other cards and ours appropriately.
Speech 3 by Front Desk Director/Consultant: You see, you said that you have been working in other stores for so long, and your skin has not improved significantly. In fact, from the perspective of being responsible for your own skin, should you consider changing a brand that suits you? ?
Speech 4 by Front Desk Director/Consultant: It doesn't really matter. There is nothing wrong with knowing more information or knowing the nature of your skin. Nice to meet you and have the opportunity to share my beauty experience! I wonder how the effect of your skin care products is? What brand do you use? How about the price? I believe your eyes are absolutely good, and we have a product that can help you have a better effect! Can be used with other brands without side effects. I'll let you try the product! (emphasize product features and functions? Today, you know our products. First of all, we let you have more confidence in our products. If you are not confident about using other products now, you can buy some and use them first.
5. The customer said:? Go back and think about it before you decide! ?
Speech by Front Desk Director/Consultant 1:? (For the guests who are satisfied after doing it) Only in the process of serving you, you have already felt the nature of our products and the methods of beauticians, and you are very satisfied. And the company stipulates that there will be extra discounts for the first time. ?
Speech 2 by Front Desk Director/Consultant: (For the guests who want to go back and see the effect) Today, you are just trying to do basic nursing, and beauty is a step-by-step process. It is impossible for a cause to show a very obvious effect continuously. If you really want to experience the effect of our products, you can pack a monthly card first. After the monthly card is completed, if it feels good and the supporting equipment is still favorable, it generally feels that there is no loss. ?
Speech 3 by Front Desk Director/Consultant: You have just felt that the effect will be more obvious than the first basic care when used with targeted products. We have great confidence in our brand, depending on whether you give us a chance or give yourself a chance to try the excellent quality of our products. ?
Speech 4 by Front Desk Director/Consultant: It doesn't matter. It's okay to think about it. I see. I like to deal with people who are cautious like you. What is your main consideration? Do you think our products are too expensive? Worried that our products are not effective? Or because of other reasons?
Speech 5 by the front desk director/consultant: If a customer answers most of the beautician's questions according to the expected results, but fails to make a final purchase decision, the beautician can say the following sentence: Is it because I did something wrong? When the beautician pretends to be pathetic and asks the customer, the customer will feel very uncomfortable. But this is the last killer for beauticians to conquer things. When customers see the way you look at her and expect her to answer, they will involuntarily defend your grievances. No, no, don't say that. You have done nothing wrong. ? Remember, when the customer says this, the beautician's eyes should be particularly focused, and immediately make a judgment: this is a trading point, and take her to invoice immediately.
Speech by Front Desk Director/Consultant 6:? Sister, it doesn't matter whether you buy it or not. We have talked for so long, and you know your skin condition. You only have one face. If the skin is not treated, it will get worse. Our products are very suitable for you. Don't you want to make your skin smooth and shiny and have more confidence in yourself? ?
6. The customer said:? I have sensitive skin. I want to go back and see if I am allergic! ?
Speech by Front Desk Director/Consultant 1:? If you have allergic symptoms, you will show them when you wash your face and massage. Because the blood circulation is accelerated during massage, your skin has no uncomfortable symptoms now, and of course it will not be allergic. ?
Speech 2 by Front Desk Director/Consultant: Whether the product is allergic or not can be felt in the process of doing it. What you are doing today is basic care. There is nothing wrong with the products used for skin, not to mention the need to match personal products suitable for your skin according to your skin, so there will be no allergies. ?
Speech 3 by Front Desk Director/Consultant: Our brand has a series of products aimed at various skin problems. Our products are all extracted from pure plants, contain no chemical components, are mild in nature, have a set of anti-allergic products, and can increase the skin's resistance. ?
Speech 4 by Front Desk Director/Consultant: Of course, we don't want your skin to be uncomfortable. Our skin care products have passed the clinical allergy and irritation tests, and do not contain any spices, which will not cause blisters and redness. Perfume is the most common ingredient that causes allergic reactions. Of course, I can't guarantee that you will never be allergic to these products, but some people are even allergic to milk. You can try it on local skin to see if it fits. If there is any reaction, do not use this product. ?
7. The customer said:? I don't have enough money with me today! ?
Speech by Front Desk Director/Consultant 1:? Understandable! It is not convenient to withdraw money now. Everyone is used to getting cards. You can swipe your card today. Come on! Please come and swipe your card! ?
Speech 2 by Front Desk Director/Consultant: It doesn't matter, everyone knows each other so well. Can you pay the deposit first?
Speech 3 by Front Desk Director/Consultant: It doesn't matter, we can deliver the goods to your door, and it won't delay your time to improve your skin as soon as possible, nor will it delay your time to do things. ?
Speech 4 by Front Desk Director/Consultant: It doesn't matter whether you don't buy or pay today. The most important thing is to let you know about your skin and our beauty culture. It doesn't matter whether you buy it or not. You can communicate with each other after you want to be friends. It was nice chatting with you today. If you have confidence in me, you might as well take a product (cleaning) to feel it first. If you are satisfied, remember to introduce friends. ?
8. The customer said:? The monthly card is too simple. I'll order a suit next time! ?
Speech by Front Desk Director/Consultant 1:? Can wait, but the improvement of the skin can't wait! Then you can directly order the * * suit suitable for your skin today to cooperate with our first free basic care, so that you can improve your skin faster and see the quality and effect of our products faster. ?
Speech 2 by Front Desk Director/Consultant: It doesn't matter! You can make a decision today and get the discount for the first batch of goods first. Next time you want to make a suit, we will help you fold the monthly card. ?
Speech 3 by Front Desk Director/Consultant: In fact, I suggest you open a monthly card first, because once or twice the nursing experience is not obvious, you can make a monthly card first and feel it several times. If you think it's good, you can get a discount if you change your suit. If you feel average, there is nothing to lose on a monthly card of tens of dollars.
Speech 4 by Front Desk Director/Consultant: (Sincere but hesitant) Or you can order a suit directly today, because the first discount is different. If the money is not enough, you can pay a part of the deposit first and get a discount. We'll help you pack the product and do it directly next time. ?
9. The customer said:? My friends often do beauty treatments. I'll ask her! ?
Speech by Front Desk Director/Consultant 1:? Look! Your friend often does beauty, but she hasn't experienced our products personally like you, so she can't give you accurate advice. ?
Speech 2 by Front Desk Director/Consultant: I believe your friend may be more experienced in skin care, but skin care is a personal matter, and other people's opinions are only a reference at most. It depends on how you feel.
Speech 3 by Front Desk Director/Consultant: The key to the effect is your own feelings, because everyone's skin is different and the effect is different. ?
Speech 4 by Front Desk Director/Consultant: You have realized that your friends often do this, so you should improve quickly, otherwise it will be more difficult to improve when there are problems. ?
Speech by Front Desk Director/Consultant 5:? Like with you! We are ill and need to see a doctor. Are you going to ask your friend? (use with caution)! ?
10, the customer said: I don't like this beautician's technique! ?
Speech by Front Desk Director/Consultant 1:? If you are not satisfied with the beautician, it doesn't matter. According to your habits and requirements, we can choose a beautician who is suitable for you to do follow-up services for you. ?
Speech 2 by Front Desk Director/Consultant: We don't ask for the unification of technology here, because every customer has different preferences. I think there is always a beautician's technique that suits you. This is not a problem, don't worry! ?
Speech 3 by Front Desk Director/Consultant: Because you are here for the first time today and don't know much about your preferences, we will make adjustments according to your requirements!
1 1, the customer said:? The procedure you did today is too simple, I have no feeling! ?
Speech by Front Desk Director/Consultant 1:? There are several series and hundreds of varieties of our products, which can be matched with different products according to different skin and customer requirements to solve skin problems. We need to use a set of products that belong to you and make a complete skin care plan according to your skin. The effect is completely different from the first trial.
Speech 2 by Front Desk Director/Consultant: I don't think I feel anything. Massage acupoints to speed up blood circulation, and the luster of the skin will be improved. Of course, it has a lot to do with the absorption capacity of the skin. Too thick keratin will hinder the absorption of nutrients, so deep cleaning is very important. If you want to feel it thoroughly, you can pack a monthly card for deep cleaning products. ?
Speech 3 by Front Desk Director/Consultant: What you did today is just a set of basic nursing care, which is not targeted. If you don't even do deep cleaning, the effect is naturally not obvious. Our purpose is just to let you feel the gentleness of our products and the beautician's method. If you do targeted treatment, you will feel completely different. ?
12, the customer said: You have never heard of this brand! ?
Speech by Front Desk Director/Consultant 1:? I believe that the understanding of the brand is mainly through advertising, but our brand has not spent a lot of money on advertising, nor has it set up a counter in the shopping mall. But now there are so many passers-by who are willing to do it, mainly relying on the word-of-mouth of old customers to make customers feel free. Have you thought about it? Advertising costs are also added to the product price, which is borne by consumers. As the saying goes, wool comes from sheep. If the price is definitely high, do you want it?
Speech 2 by Front Desk Director/Consultant: Advertisements for professional beauty products are mainly published in some professional media, unlike advertisements for daily chemical products published in mass media or publications. Maybe you don't seldom read professional media or publications! Look, our products are also advertised in * * magazine. Take a look. . . . ? At this time, it is necessary for beauticians to show readers some professional journals with product advertisements. Facts speak louder than words, and customers' anxiety will disappear after seeing physical advertisements, and they will feel at ease when buying.
Speech 3 by Front Desk Director/Consultant: Now there are many skin care brands, dazzling and changing with each passing day. You can't know every high-end brand in a short time, but we experience our effect and quality by giving our customers free experience, which is the embodiment of our confidence in the effect and quality of our products! For you, it doesn't matter whether you have heard it or not, the key is whether it has an effect or not, and whether it has improved your skin! ?
13, customer said: I made your products and my skin got pimples! ?
Speech by Front Desk Director/Consultant 1:? Oh! Maybe the season is changing now, and the skin will not adapt to the climate. You should change the skin care products used in summer to make your skin go through the uncomfortable period smoothly. ?
Speech 2 by Front Desk Director/Consultant: Indeed, some people will have such a reaction, because products, like a driving force, will make their own functions active, resulting in excess grease, dirt, old skin and so on. They are initially accumulated due to the cessation of skin function (metabolism). Began to discharge outward, but because the metabolic function of epidermis can't keep up, it causes temporary blockage, so there may be acne for a while. After the waste inside is discharged, the acne naturally disappears. ?
Speech 3 by Front Desk Director/Consultant: Autumn is dry and may be a little angry. You should eat more flat and moist things. ! ? Or other reasons!
14, the customer said: I have the same product at home! ?
Receptionist/consultant:? Your existing products are hydrating, while ours are nutritious. Skin needs to be combined with various skin care products to achieve real skin care effect. ? You can tell customers that no matter how good the skin is, there will be weaknesses: using a certain product alone can verify the effect of facial care.
15, the customer said: every beautician says his products are good! ?
Receptionist/consultant:? Yes, you've heard too much about this. Confusion and worry are normal. The most important thing is to choose the right products for different skin types and the background of our company, which has been recognized and affirmed by many customers. I have been engaged in the beauty industry for several years and have received strict training from the company. If you don't mind, I'll do a skin test for you first and experience our products.
16, the customer said: I am in a hurry! ?
Receptionist/consultant:? Yes, I won't take up too much of your time. Remember not to be too busy at work. Rest is very important for skin care. I feel your complexion is smooth and beautiful today. You should experience the effect and expertise of our beautician today, just for an hour. You look tired. By the way, why don't you have a rest here? .