Consultation Tips

The customer is coming to your salon because you?re an expert, she/he trusts your expertise. With your knowledge, show and prove that you worthy of the trust she/he gives you.

1. Know your customer

Your customer needs

• Competent recommendations for the daily care and for easy styling at home

Your customer expects

• Matching and concrete product recommendations

Your customer wants

• To be understood, respected and taken seriously
• Concrete and individual suggestions
• Professional individual consultation with first class products
• The best to suite her/his type
• Look good and feel well

As an expert, you know about your customer?s hair problems. But to find out about her/his personal wishes, you need to:

• Observe your customer
• Ask your customer questions
• Listen to your customer

2. Ask the right questions

The open questions are good for the need analysis:

• Start with a question word like ?who?, ?what?, ?why? which can?t be answered with ?yes? or ?no?
• Make your customer comfortable to speak, encourage the partnership

3. Listen actively

Listen actively means listen, but also really show that you are interested and understand your customer

During the needs analysis and hair diagnosis:

• Keep eye contact
  
• Watch for the body language
  
• Show with mimic and gestures that you are attentive and interested
  
• Smile and nod with little statements like ?really?, ?yes?, ?I understand?
  
• Ask your customer deep and clarifying questions

To make sure you understand your customer correctly and to make her/him confident repeat your understanding of what she/he has said

4. When to consult

As an expert, you know when to start the consultation:

• for the service - after the needs analysis and hair diagnosis
• for a hair care and styling service ? after the hair analysis and/or during the according service situation
• for care and styling products at home - at the beginning, during and at the end of the service
  
  

Tips: Don?t start the consultation in a situation your customer might feel uncomfortable. i.e. when applying perm lotion

5. During the consultation

• The product advantages have to be made clear to your customer.
• Inform your customer about the product attributes: which special ingredients does the product have.
• Give to your customer the personal advantage she/he will get by using the product.
• Involve your customer personal life situation into the consultation.

6. You must always keep in mind that:

• A product becomes interesting for your customer when it seems to be the solution to her/his needs.
• Your customer is not buying services or products but beauty, recognition of the others and more self-esteem.