Every salon owner knows that being able to sell add-ons to a client can bring in valuable revenue for your business. Yet when push comes to shove, actually getting the additional purchases over the line can be an awkward and uncomfortable dance for both parties if it’s not handled properly.
So how can you pitch an upsell – of both treatments and products – to your customers, and have them commit?
A huge part of successful upselling is in being able to identify the right moment. There are opportunities at each stage of your customer’s treatment – from booking to payment – and being able to recognise them is crucial.
Booking
When a customer enquires about a treatment, always start with the deluxe option, and then work back to the more basic ones, suggests marketing expert, Alexis Davis. “This way, you have the opportunity to show off all the treatments you have available, and ideally have them commit to something higher on the price scale.” This is true for online bookings, too. Look into the option of an ‘add on’ button when a customer selects a particular treatment. The option to add a mask, or a head massage for a small additional cost is likely to bring in an extra sale.
Check-in
If your customer has booked in for a basic service, your receptionist has the opportunity to upgrade their treatment. By asking if they would like a foot massage in addition to their facial, or perhaps an eyelash lift in addition to their brow tint, they are encouraging the customer to make an on-the-spot decision without creating an awkward ambiance. “Just make sure you check the therapist’s upcoming appointments first, so you don’t overlap into the next booking,” says Alexis.
Consultation
During the treatment itself is the best time for the therapist to get to know their client and their needs, and therefore approach an upsell in a more personalised manner. “Taking notes is vital at this stage,” says Alexis. “If your client is struggling with dry skin, now is the time to mention your favourite serum or moisturiser.” Rather than the age-old tactic of lining up an intimidating line of products and telling your customer that these are what have been used and what they should buy, Alexis insists the personalised version is far more successful. “When you take the time to educate your client, it confirmed your role as the expert. If your customer leave satisfied with their choice to upgrade their treatment or purchase a product, you’ve mastered the upsell.”
Check out
If the therapist isn’t the person that will be taking payment from the client, ensure the notes are synced to the front desk so the same upselling pitches aren’t made for a second time. Check-out is where clients should be asked about products they may be in need of replenishing. “Keep notes on what products a client has previously purchased and ask them how they’re getting on with them, or whether they’re running out,” suggests Alexis. “this may be your chance to make one more sale!”
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