Greeting when entering the store-Customer contact information-Product (project) introduction-Description (service description)-Related sales-Prompting the current promotion-Inviting members-Checking out at the cashier-Asking customers to recommend customers-Promotion notice-Sending customers away.

The above is the basic process of customer reception and service in beauty salons. It can be increased or decreased if necessary. When training new employees, the store manager must focus on the links that need attention and improvement:

I. Product (Project) Introduction

When a customer proposes to buy a certain commodity (service item), the clerk will guide the customer to buy the high-margin commodity (service item) promoted by the beauty salon by asking questions. This kind of introduction seems to increase the customer unit price or gross profit, but it intercepts the customer's targeted products, which will directly affect customer satisfaction.

Therefore, the correct way is: when a customer buys a product (service item) by name, we should first guide the customer to the product display area, then let the customer notice the products we want to recommend through the use of comparative display, and then let the customer feel that the effects of these products are the same through the use of identification cards, but they are more affordable because of the different prices or specifications, so that the customer can be interested in these products and the clerk can guide the customer to make a purchase decision.

Second, the user guide (service description)

After providing products to customers, many shop assistants often ignore the instructions (service instructions) and sell directly, which will make customers feel that we are too utilitarian and the success rate will be low.

The correct way should be: after purchasing each product for customers, we need to give detailed instructions (service instructions), tell customers the usage, dosage and precautions, and then provide customers with some simple life suggestions and beauty care entrustment, so that customers will trust us because of the professional performance of the clerk.

Third, related sales.

If a customer comes into the store for consumption because of dry skin, the clerk should first judge the cause of dry skin according to "common sales terms", then introduce the product or project to the customer in a targeted manner, and then recommend related products or projects according to the effect of the product or project. Providing customers with a complete beauty and skin care plan around their needs can not only ensure the effect of solving problems for customers, but also obtain better customer unit price and gross profit on the premise of ensuring customer satisfaction.

Fourth, prompt the current promotion

After the customer completes the relevant sales, the clerk should further remind the customer of the current promotion activities. If there is a gift, we should remind customers of this discount and encourage them to buy the next gift with higher product impact than the current consumption. In this case, gifts can really improve the unit price of customers, otherwise customers will only know that there are activities to buy gifts when they pay the money, and these gifts will become subsidies, completely losing the significance of promotion.

5. Ask customers to recommend customers.

After the cashier, we can also ask customers to recommend relatives and friends. We can use the following standard expressions: "I believe you also hope that your relatives and friends can enjoy the same quality service and preferential rights as you. If you like, please leave the names and telephone numbers of two relatives and friends, and we will send them 10 yuan cash coupons to invite them to become our members. At the same time, in order to thank you for your trust and support, we will also recharge 65438+ in your member account.

After we get the number of relatives and friends left by our customers, we can send short messages directly to the target customers in the store and invite them to join the membership. Developing new members through the recommendation of customers' relatives and friends has a higher probability of success and better quality of members.

VI. Promotion Notice

If the theme of our recent promotion has been released, we can inform our customers of the theme, time and general preferential items in advance at this time, invite them to participate at that time, and give them a reason to come again next time.

The process of receiving and serving customers in beauty salons is the basis of customers' happy consumption when they enter the store. It can not only ensure customer satisfaction, help customers solve problems, but also make beauty salons get better benefits. Managers must emphasize the benefits of this process in the training process and truly find a win-win perspective with customers.