A good beginning is not as good as a good result! In the management of hair salons, we often ignore the link of seeing guests off. In fact, every time a guest spends money, there is always a sense of loss. Appropriate comfort and encouragement will make the guests full of confidence, especially before the guests leave the store, they will remember the words of the staff clearly.

Speech A: "Goodbye, Miss! I hope to see your relatives and friends coming with you soon! "

Speech b: "Sister, remember to take care of it! If you can't take care of it or take care of it badly, please call me at any time and don't do it! "

Speech C. "Sister, thank you very much for coming. If you think it's good, don't forget to introduce the guests to me! "

Sister, remember to call me next time and I'll do your hair as soon as possible, ok?

Speech E. "Sister, I really don't want to let you go so that I can enjoy my work. I remember someone asking to help me promote it! "

Speech F. "Elder sister, don't forget us, come often, and don't keep us waiting too long. If there is a special activity in our store, I will definitely call you first! "

-Hairstylists in hair salons: How to change hair cutting into hair dyeing (fuda2050 finishing edition)-A. Speech: Telling stories

"Miss, because the hair color of orientals is dark brown, it is difficult to show the weight and depth of hair styles, so proper hair color matching can increase the three-dimensional sense."

B. Phonetics: modifying

"Young lady,; Because hairstyle design is to modify people's face, not skin color. Your hair is a little black now, and it will look a little black. If you like this hairstyle, I suggest you dye your hair XX, which will look very harmonious. "

C. Speech: Image Design Method

"Miss, according to the principle of image design, the ideal image design is the perfection of a person's face, height, skull, skin color, occupation, wearing habits and so on."

"Then after analysis, other conditions are fine, but your hair color needs to be changed so as not to destroy the overall image design."

"So I suggest you change the color first!"

-1. Why do hair salon employees need to know the consumer psychology of female guests?

As the saying goes: "A woman's heart is a needle in the sea!" The true thoughts in women's hearts are not only incomprehensible to men, but sometimes it is difficult for women to judge accurately. In hair salons, women are the majority from guests to employees. Women and women together, if you don't know each other and don't handle them properly, it will inevitably lead to many misunderstandings.

For designers, if they don't know the guests, it is difficult to make works that satisfy them. The designer was labeled guilty when the guest paid the money but didn't get the expected service. Therefore, if a designer can't capture the hearts of female guests, even if he does business, he will be unprofitable or even lose money, let alone become a red card designer who knows all about guests.

2. Hair salon employees understand the benefits of women's consumer psychology.

As designers, understanding women's unique consumption mentality and ideas will enable us to take the initiative, control women's emotions, and make our guests believe what designers have done for themselves. At this time, the designer recommended the dyeing service, even if the price is expensive, the guests can accept it gladly. Although the guests increased their consumption, they still got satisfactory service. This not only increased the operating profit of the hair salon that day, but also brought considerable potential profit.

3. Understand several elements of women's consumption psychology.

A. women are hearing animals.

Women have a characteristic: what they can see and don't do, and what they can hear and don't see. Therefore, when a female guest enters the store, she will ask the specific price even if she looks at the price list. This is not to say that she can't see the price clearly, but because in in our nature, women often want to have a rough look at the price and get a general understanding. As for the price of specific items, I often hope someone can explain it in detail, so that I can better determine my mind and have more time to consider whether I need this service.

Therefore, hair salons need hardware facilities such as posters and videos to do promotional activities, but they also need software services to explain them on the spot. Women need to be persuaded, therefore, as a hair stylist, they need to constantly take the initiative to explain, in order to retain the guests and leave a deep impression on them.

B. women pay attention to clothing and makeup.

Although women's eyes don't like to look at price lists, they are fixed on beautiful things, such as clothes and cosmetics. When they look at these things, they have actually imagined their joy when they have these things in their hearts. Therefore, the best topic for talking with female guests is clothing and makeup. As long as you talk about this, a woman's eyes will light up. If you happen to have a fashion magazine in your hand, the topic is even more constant. In these chats, guests can forget the pain of waiting, because many hairstyles may take several hours, thus reducing fatigue.

C. women regard appearance as life.

Women's love for beauty has become a hard truth, so they attach great importance to other people's evaluation of their appearance, including clothing, makeup, hairstyle and so on. When a female guest needs to change her hairstyle, some hair stylists have a misunderstanding, criticizing women's previous hairstyle is to highlight their abilities. As everyone knows, this is just stepping on a mine, because women don't like being criticized. No matter now or before, image is unacceptable, so hair stylists should remember that the image of appearance is a woman's life, and criticizing it is tantamount to sentencing themselves to death.

D. women have a strong memory of past experiences.

A woman bears a grudge and can't offend easily, otherwise she will complain to you about almost all her shortcomings. The best example is that when a husband and wife quarrel, the wife will write down her husband's past one by one, without missing a bit! A woman's memory is amazing. If you offend her, she will tell her relatives and friends every little detail, and even embellish it until everyone around her hates you and your shop. It can be seen that offending a woman loses the business of a group of people. On the contrary, serving a woman well earns the business of a group of people. Will you still offend women as a result?

E. women's price perception is stronger than practical perception.

In people's cognition, it is believed that "good is expensive, and expensive is good!" . This concept of price is particularly prominent among women. In addition, we also found that 99, 199, 299,399 …1999 are often used in the market for pricing, which is a kind of consciousness for people, especially women. They think that 99 and 100 are graded differently. They think that 100 is much more expensive than 99, but the difference between them is 1 yuan, but this psychological tactic has succeeded. Therefore, hair salons must have a high unit price when doing discount promotions. Because in the cognition of female guests, once the price drops, the quality also drops. If the price is higher than the original, female guests will not only feel that the quality is better, but also feel that they have taken advantage. When engaging in preferential activities, if the regular customers in the store can advise her to choose something higher than usual, for example, what she usually does is 200, tell her that there is a 60% discount now, and take this opportunity to do 350, and the 60% discount is only 2 10, which is equivalent to only more than usual 10 yuan, but she enjoys the service in 350 yuan. Such a contrast will make the guests feel heartache. Another way is to use women's price perception. Is to give female guests a chance to choose two or three. Because women's practical consciousness is weak, the quality of this product or thing is completely judged by the price. Therefore, once we grasp the consumption level of female guests and use a little skill, the price will be easy to talk about. If there are a series of items: shampoo+fashionable hair+deep care: original price15+30+160+140 = 345, current price is 5+ 15+80+60= 160.

F. Women's self-affirmation ability is poor

Women care about what others think of them. If they are affirmed by others, they are full of self-confidence. On the contrary, they are depressed. Therefore, when designing hairstyles for guests, hairdressers should constantly make them full of imagination and draw a perfect hairstyle in front of her eyes, so as to strengthen her determination to do hairstyles. When arranging a hairstyle, the stylist should constantly use appropriate praise language to encourage the guests, so that she feels that this hairstyle really suits her, achieves the expected effect and becomes more fashionable and elegant.

G. Women are uneasy about the future

Women are inherently insecure and always have an uncertain attitude towards the future, but women like to fantasize and always keep the future development in mind. When she does her hair, she may have imagined another self in her mind, but she will worry about whether it is more beautiful. Therefore, it is very important for a stylist to use a positive tone. Never use words like "maybe", "maybe" and "probably". When guests ask questions, they should use words such as "no problem", "rest assured" and "absolutely".

-soliciting words: "Hello! Miss! Sorry to bother you for a moment. This is my business card. By the way, I'll give you a pack of tissues! I'll tell you a good news this time. Our hair salon is holding a neighbor's discount this month. It only costs XX yuan for perming and XX yuan for dyeing hair (pay attention to the current situation of customers). If you need it, I can make an appointment for you right away, and make an appointment in advance, as well as a mysterious gift! "

Telephone expansion guest speech: "Hello, Miss XX!" I'm from XX store. Last time I went to see you, remember? That's right, because our store was established x years ago, and 65438+1 October1set a special discount for our neighbors. I hope you can come. "

"Hello, Miss XX! I'm from XX store. Last time I visited you, there was something wrong with your hair. It happens that we have a preferential plan this time. If you want to come, you can call me in advance and I'll arrange time for you. Then a designer will make a special trip to serve you without wasting time. What do you think? "

After your technical level reaches a certain level, maybe you will be proud of your superb level.

Yes, if you add some professional language skills, it can be said that it is even more powerful.

Of course, it's not that I don't like talking, but that I don't know how to chat with customers.

Example: water card: hair assistant 0 1-> 02-> 03 ... teacher Mao 1-> 2-> 3 ... hair assistant 0 1 station, the hair teacher is cutting the hair of the guests, at this moment, there are guests coming ... hello! Please sit here (gesturing to the guests); No.02 hair assistant holds the top card position and hits the running card; No.03 hair assistant poured tea for the guest and said to the guest (hereinafter referred to as the guest): OK, thank you. I'm Song, the hairdressing assistant at 0 1 in our shop. I am glad to be of service to you. What is your name, please? Guest: Oh, my name is Zhang Zhu: Hello, Sister Zhang! Do you want to wash your hair or do your hair today? G: Shampoo Assistant: Hmm, OK. What shampoo do you usually use? I can give you a reference.

G: What shampoo do you have here? Help: Oh, Kenda shampoo is suitable for dry hair, Borrou shampoo is suitable for oily hair, Borrou shampoo is suitable for dry hair, and Black Forest shampoo is suitable for oily hair ... Please wait a moment (show the guest a bucket of shampoo). This is an ordinary dusting shampoo, and there is no extra charge.

(Voice-over: Other shampoos are charged) Guest: ... Assistant: According to your current hair condition and my years of personal experience, I suggest that you use' Bo Rou' * * shampoo for dry hair. what do you think? G: Is there any extra charge? Help: Yes, there is an appropriate surcharge.

G: how much is it Help: Because your hair is only dry,' Kenda is' * * shampoo is suitable for dry hair.

I don't think it's necessary, so just choose' Boluo' * * shampoo suitable for dry hair, and the extra charge is lower than' Jianda Yes' shampoo, as long as * * yuan.

This will make it easy to take care of your hair, enhance and promote the full absorption of protein and moisture, and also produce a protective film to protect your hair for three days ... Guest: ... OK! Help: ok, sister Zhang, I'll wash it for you! Do you want to wash sitting or lying down? G: ... Help: OK (holding a towel) I'll start washing! (gentle movements); (Asked when grasping) Is it strong? (adjusted according to the requirements of the guests); (Asked when flushing) Is the water temperature OK? Guest: ... according to the general rules of hair salons, hairdressing assistants and hairdressing teachers should try their best to cooperate. The assistant has to ask questions and the stylist has to answer them. Help: Sister Zhang, your hair is missing! Need to increase the amount of hair, so it will look better. G: Really? What should I do? Help: Is this your first visit to our store? There should be no designated barber, right? Guest: Yes. Help: I'll ask an experienced stylist to analyze it with you later (if the stylist is not busy, you can call him immediately, and of course you can ask the customer for advice) Guest: Good help: How do you feel when you come to our store for the first time? Please give us more advice! G: I used to have my hair done in the salon, but I came to your shop for reasons of * *.

Help: Oh, Jason, you have a good eye. The hair salon is very big.

However, the handsome guy inside is not good enough for me to wash his hair. Hehe, Sister Zhang, what do you think? G: ... Help: ... And, Jason, you seem to have some gray hair. Might as well, I'll pull it out for you G: ok, thank you for your help: oh, sister Zhang, I can't finish it. I think we should find another way! G: What should we do? Help: I'll ask the hairdresser for you later.

G: ... Help: ... Sister Zhang, we have healthy shampoo here, and the shampoo should not stay on the hair and scalp for more than 15 minutes. Do you still feel itchy anywhere? I'll scratch it for you again, then flush it and give you a massage.

G: ... Help: ... (After washing, take a seat) Please sit here. Just a moment, Jason. I'll call the barber for you.

G: ... asking for help: (looking at the card) A * Hello, teacher. Sister Zhang over there is looking for a model. Please help.

Hairstyle teacher (hereinafter referred to as the teacher): OK, (it must be in place in one minute, and it must be fresh, mature and steady ...) Help: (Return the guest for 30 seconds and see the hairdresser coming) Sister Zhang, this is our senior hairdresser, Mr. A *, who will help you shape today; (Turning around) Teacher A *, this is Sister Zhang. Today, I want to make a beautiful shape. I just washed my hair with Borrou shampoo.

However, at the beginning of the group, please help me answer two questions: the first is how to increase the amount of hair with less hair; The second is white hair. I started to help pull it out, but I couldn't finish it. What should I do? (Looking into the barber's eyes and asking the barber's opinion) I'm busy with other things. If you need anything, call me.

Sister Zhang, I'm going to do something else. Call me if you need anything! I'm Song, the hairdressing assistant at 0 1 (reminding guests to remember you).

Teacher: Thank you, Song! (Turning away) Hello, Sister Zhang. I'm glad to serve you. May I see your hair? Good teacher: Sister Zhang, do you often tie your hair with rubber bands? Do you wash your hair more at home or in the hairdressing shop? When washing your hair at home, does the shampoo stay in your hair for less than 15 minutes? Is it too difficult to wash your hair? What kind of shampoo is used more? Did you neutralize it with conditioner? How often do you dye your hair? Is the work pressure great? Guest: ... Teacher: According to the condition of your hair, I think it is caused by * *. At present, I can only visually feel that it will help you increase your hair volume, that is, do a perm, so that your hair will be much more obvious.

And create a perfect shape; However, Jason, if you want to greatly increase your hair, I think you need other help: First, try to dye your hair as little as possible, and pay attention to the correct operating procedures when dyeing your hair, especially when you are most vulnerable, you can't comb your hair scales, otherwise it will do more damage to your hair; Second, choose a shampoo that can prevent hair loss and stimulate hair nipples, so that they can grow new hair as much as possible. Gang asong helps you choose shampoo for your hair damage; Third, eat more foods containing vitamins, bean products and iodine products, such as soybeans, vegetables and kelp.

This can help promote the hairy nipples to grow new hair again, and ginger can also help to grow new hair ... Guest: ... Teacher: I'll help you shape now ... Summary: The above is only based on the part of the hair salon where customers enter the door-> design their hair styles-> go out to chat, because customers are divided into regular customers and strangers, and customers are active, passive and quiet.

So, you must be flexible, have it both ways.

Of course, the premise is that you should study more, read more books in this field, and learn some knowledge of other industries, which will be more helpful to your work.

-Call the customer and tell them the haircut and dyeing cycle (telephone number)

Steven: Hello, Miss Zhao! I'm from XX Hairdressing Tattoo Chain Salon. My name is Sven. I designed your hairstyle last time. I want to tell you that it's time for your hair to be trimmed, and I've chosen three hairstyles that are very suitable for you. Please come and have a look. When do you think it is convenient for you to come? However, Miss Zhao, I suggest you come in the morning, because many people ask me to make an appointment for a perm in the afternoon. If you come in the morning, I can serve you personally. Miss Zhao, what kind of breakfast do you like in the morning? I will prepare it for you. See you tomorrow! Words should be improvised, not completely copied.

Notify the reserved customer (telephone)

Steven: Hello, Miss Zhao! I'm Sven. Last time, I sent a neighbor to your store to make an appointment for a haircut card. The offer I gave you last time is about to expire. Please come here these two days, and I will help you design it, because I have chosen one for you, which is very suitable for you. Because it is still in the activity period, there are surprises!

The word (telephone) informs the same customer in Amanome.

Si Wen: "Hello, Miss Zhao! Today is your birthday. On behalf of all the staff of XX Hairdressing Tattoo Chain Salon, I wish you a happy birthday! Today, I also prepared a beautiful birthday present for you. Before your birthday party, our XX hair tattoo chain salon will provide you with a birthday pose for free. I wish you a happy birthday and all the best again.

Promotion notice speech (telephone)

Steven: Hello, Miss Zhao! I'm from XX Hairdressing Tattoo Chain Salon. June 65438+1 October1Give back to old customers, get a perm and dye 3.8 fold. At the same time, our hair stylist came back from studying in Shanghai and launched the latest hairstyle trend in autumn. When do you think you will be free? We sincerely look forward to your visit.

Remarks on Return Visit of Dyeing and Washing (Telephone)

Steven: Hello, Miss Zhao, I am Steven who designed your hairstyle yesterday. You just finished your hair. If you can't take care of it, or have any puzzling problems, please contact us immediately for your beauty, and we will serve you more enthusiastically.

Go out and hand out leaflets.

Sven: Hello, Miss! I am the hairdressing assistant of XX Hairdressing Tattoo Chain Salon. My name is Bingbing. Today, our salon celebrates its anniversary. Customers who have recently entered the store enjoy a 3.8% discount on dyeing and perm. Whether you spend it or not, I send you a natural vinegar treatment essence, which is worth 68 yuan. You are so beautiful, you must care about your hair! Such a good opportunity, I think you will come?

Meet customers at home

Sven: Hello, Miss! I am your good neighbor, from XX Hairdressing Tattoo Salon across the street. My name is Sven. Nice to meet you. Today, our main purpose is to design your hair style for free. This is my hairstyle book. Please choose three hairstyles that you like best.

Steven: Whatever she chooses, you should say it. You have a good eye. You made a very good choice. Please fill in the customer information. We will send you an elite vinegar treatment card and a neighbor card. With this card, you can enjoy the VIP treatment of XX organization. Thank you XX and look forward to your visit!

When I was in diplomacy, I met a lady with dyeing marks to exchange words.

Hello, miss! I am a hairdresser in XX, Hong Kong. Here is my business card. Welcome to Hong Kong XX Hairdressing Salon when you are free. I will feel very honored to help you design your hairstyle. Miss, what's your phone number? If there is any activity in our salon, I will inform you as soon as possible!

Distribute leaflets and collect customer information.

Hello, miss! We are the staff of XX Hairdressing and Tattoo Chain Salon, and would like to invite you to join our activities on 10/0/day. Just fill in your phone information and you will have a chance to win a prize in this month's lucky draw! With this promotional material, you can enjoy a 28% discount on dyeing and perm in our shop. Thank you. Please take your time.

-It's all promotions. What I'm talking about here is not polite language, but civilized language should be spoken while training hair salons, and at the same time, pronunciation, speech speed, intonation, expression, body language, coordination of occasions and taboo language should be trained. When a successful hair salon trains its employees, it is not only the training of civilized terms, but also a lot of communication languages with customers are fixed lines, which are very specific, such as the fixed lines used by guests when dyeing their hair and choosing colors, the fixed lines when bargaining and discounting, and the fixed lines when designing their hair styles with perms. Employees need to remember these lines. I don't know if your store has received these trainings. Although the lines are different in content, they are inseparable from some rules in language expression. Generally speaking, the voice should be louder so that guests can hear it in the background music. Don't speak so fast that the guests can't hear you clearly. Speak Mandarin with an accent, don't speak local dialects, and smile, because we are also a service industry.

Body language, the body should lean forward slightly and have gestures that match the language. In the complex environment where there are many customers in the hair salon, let the guests have a relaxed heart, because the customers we face have different abilities, express the most obvious meaning in the simplest words, and don't let the guests misunderstand. For example, when a stylist asks a guest "Did you get a haircut?", he should say "Did you get a haircut?" and "Did you get a haircut?".

"Do you want to cut your hair long or short?" You should say, "Do you want long hair or short hair?" How long do you want to stay, and then use gestures to describe it, so as to avoid that the hair length you designed for the guests does not match the ideal of the guests. At present, many hairdressers communicate with customers, which is the most easily misunderstood. When you cut your hair, the length of your hair is wrong, and there is almost no possibility that customers will be satisfied with your hairstyle. The barber's distress and credit are gone, which are all caused by the barber's wrong language expression.

Think about it from another angle, "Your hair should be cut longer or shorter". The misunderstanding is that the hair that fell to the ground and the hair that stayed in the head after cutting are the guest's hair. The key is to find out whether the hair left on this guest's head is short or long. Now many hairdressers have misunderstood the thinking of the guests without good communication in this sentence. After confirmation, they will cut their hair again, which is the basic guarantee of success.

Another example is asking a guest, "Where do you work?" "What's your monthly salary?" Ask the female guest, "How old are you?" Like checking household registration, most people regard a woman's age and salary as privacy. Unless you know the guests very well, or you have to ask them, talk about these topics with them alone so as not to be disgusted by you. If I have a dislike for you, I can't be a repeat customer. When the guests are not satisfied with their hair styles, don't say that they don't understand aesthetics and other things that belittle the guests or provoke contradictions.

In addition, when talking with strangers, we should avoid topics that are easy to cause contradictions, such as the loss of competition, politics, religion, personal privacy, shortcomings, negative topics, etc., and choose more neutral topics that make people feel comfortable, such as the weather is more suitable for traveling and playing some outdoor games. To earn a man's money, we must understand his psychological hobbies and talk to him about leisure or information exchange. If you want to earn money from a woman, you must move her heart with words. Women like to listen to compliments and complaints to satisfy each other's hearts, and guests are most willing to accept your suggestion-guide guests to spend.