I know I personally shy away from the concept of having to ‘sell’ something to someone. I am not a salesman and didn’t come into the industry to be one!
But one thing I have learnt over the years is actually the best sales people are NOT ‘sales people’. They are people who are genuinely interested (and knowledgable) in the product and most importantly, are internally convinced that this product would HELP their customer.
They typically just want to help the other person.
And in the beauty industry, the up-sell can make or break your salon! So you would be foolish not to master this easy art of up-sell! And we have made it really easy for you to do so in this blog.
SO MANY OPPORTUNITIES
There are so many opportunities for an up-sell without even trying;
- Retail products
- Recurring appointments
- Add on treatments
- Package deals
THE WONDERFUL & BENEFICIAL THING WITH UP-SELLING IS...
The wonderful and very beneficial thing with the up-sell is it means you can maximise your existing clients, you can make sure to get better bang for your buck with people who already know you’re amazing, rather than constantly chasing new business – a bit of a struggle in the current economic climate, we know.
WHEN IS THE WORST TIME TO UP SELL?
The WORST time to up-sell is at the end of their visit.
This is typically a time when clients have price shock, as they don’t tend to think rationally about the cost of their treatments when booking or when having them done. So, it’s key to convince them of the sale of any additional products or services PRIOR to telling them the dollar figure they need to pay.
THE BEST TIMES TO GET YOUR MOJO ON
Here are the best times to put your wee mo-jo on to up-sell to clients;
WHEN THEY BOOK
It is so easy to ask the client whether they want to add a brow tint & shape or an upgrade to a full volume set when booking them in.
When they are booking in, they are booking a lovely experience, and are treating themselves. They feel generous and excited – now is the time to get them for extra services, treatments or ‘the latest product’ that they can stack onto their existing appointment.
Towards the busier times of the year, this is also a great chance to book more than one recurring appointment, so clients avoid disappointment and they don’t get out of the habit of regular appointments during breaks like Christmas or school holidays.
If you’re having a slow week, entice your booked customers with an add-on offer on social media. It will attract attention from new clients who see that you offer great specials for your existing clients, while helping get more out of those bookings you do have.
IN YOUR SALON
Make sure to optimise your salon space with visual representations of products and services you have on offer. Always have a menu around, photos on the wall, specials clearly visible, information about different treatments etc.
Put it in places which are unmissable for your clients (like on the mirror).
ON THE DESK
This is the last line of defence and really your last chance to grab them with an up-sell. How often have you put something into your cart which was at the supermarket checkout? Especially little inexpensive items. Figure out something you can easily have at your checkout area to sell.
Also this is your last chance to ‘remind’ them of any specials they have or their need to re-book (“Oh yes Mrs Jones, we are very booked next week, but I can squeeze you in now so you don’t miss out.”).
Or maybe it is a case of putting the products used in their service on the desk for them to see again before they leave.
Often people will have to be reminded numerous times of any deals or specials you have going. So if you have a referral system in place, this is the time where you communicate again about it.
At the checkout is the time to do the last little sell. But make sure it’s BEFORE you tell them the cost of the service to make sure that you don’t get the budget um’s and ah’s.
Your clients are absolutely there to relax, and if they’re not a talker don’t push them (which makes your life as a lash tech a little easier too!).
However it is silly not to casually mention during their treatment any little advise you may have for them (“Oh yes Mrs Jones, I can’t help but notice how amazing your brows are looking, I think you would really benefit from the use of Locks Lash Browgasm to enhance their growth, its an amazing product and I have had such wonderful feedback from clients.”)