Close

Salon Management

What Great Sales People Say

by Stacey Soble | April 13, 2015

I had the pleasure of attending the Professional Beauty Association’s 4th annual Distributor Executive Conference at the offices of Neill-TSP Corporation in Hammond, LA, this past week. At the conference, Mark Norman, author of Selling is Everyone's Business, offered some verbiage and techniques that great sales people use to conduct powerful sales meetings that lead to a close. Here’s a recap:

1. Remember to always ask questions. Ask more than tell. The point of asking questions is to store up ammunition for when the prospect says, “Let me think about it.”

2. Key phrases good sales people use to show active listening include: “Based on what you told me,” and “What you mentioned earlier…”

3. When people ask about a discount, Norman recommends answering with the following question: “What part of the service (or product) offering would you like me to pull out?”

4. Be likable. People have a tendency, when all other things are equal, to do business with people that they like.

5. Be careful of the word “I.” “I” raises the barriers of resistance (yet one of the top 20 words spokes in the English language is “I”). “We” is a bit better than “I,” and “You” is the best word of the three.

6. Take the objection and turn it into fact and reason (validate and learn). This was one of my favorite learnings of the day. How many times have I heard that a spa or boutique owner is not interested in switching skin care lines because they are happy with their current brands? Countless… From now on, I will try to answer this objection as follows: “The fact that you are loyal to your current brands is the reason we should talk.”

The most likely response you will get will be something along the lines of “Why do you say that?”

And to that you answer: “Well one of two things will come from our conversation. Either you will validate the fact that you are correct in your decision or you will learn something that could put you and your business in an even stronger position.”

I can never listen to such insights enough. While I might know these techniques, I certainly forget to implement them often…

As the daughter of the founders of Alchimie Forever and one of its co-creators,  Ada Polla set out to launch her family's Swiss-based skincare line in the United States in 2004.. Securing partnerships with exclusive spas, specialty boutiques and a global collective of cosmetic dermatologists, Ada continues to share her family’s philosophy that healthy skin can be achieved using effective anti-aging products formulated for sensitive and sensitized skin types.

Read more about

Find out why over 400,000 subscribers love our newsletters

Does Your Salon Technology Provide A Human Touch?

Does Your Salon Technology Provide A Human Touch?

by Staff

Functionality, integration, experience—no question these are all critical in a salon technology product. But the truth is, for many salon owners who didn’t grow up in a world of coding and don’t speak tech language, it’s the human connection that’s most important.

Videos

In our video section, watch salon professionals in action, listen to the advice of salon business experts, and tour inside the world’s top salons.

Will this client post a five-star review for her balayage service? The answer matters for many...

Are You Raking In 5-Star Reviews? If Not, Here’s How.

by Staff

You drive by that new restaurant in town and wonder if you should give it a try. Your first step? Grabbing your phone and checking the place’s online reviews. If they’re good, you go ahead and make a reservation. If not, you probably pass. And guess what? This is exactly how prospective clients are assessing your salon.

Load More