For salon or day spa owners, boosting profits can be difficult without drawing in new customers. A simple technique that could help is upselling. Upselling is easy to implement and can generate income without the use of expensive marketing tactics.
The key to effective upselling is to be attentive to the needs of each client. Knowing and understanding their individual needs allows you to tailor the upselling technique to fit them. It also ensures that opportunities to upsell are used to full advantage. Being mindful is imperative to the success of upselling.
Keep reading more about this topic in this article created by our team at Amelia and learn how to upsell spa and salon services.
Top Strategies to Upsell at Your Salon or Spa
How to upsell salon and spa services? Let’s start with the basics.
Upselling encourages clients to buy a superior form of their selected item. Convincing customers to add greater value to their order results in a bigger sale. Many businesses merge the cross-selling and upselling approaches. These enhance the value of the order and augment profits.
Upselling fulfills a customer’s needs by offering the appropriate products and services. So it is important to build rapport and to have a detailed consultation with each client. This will allow you to make recommendations based on their needs and the client will be more inclined to listen.
Start With the Welcome
First impressions can make or break a client‘s experience at your place of business. By receiving the client in a warm and friendly way you will create a comfortable atmosphere.
Be courteous and offer them beverages. Be sure to never oversell on their first visit. A slow, friendly approach will work better and ensures that the client will return. Always ask if there’s anything you can help them with. Great customer service will establish a sense of trust in your client’s mind and pave the way for upselling.
Upselling During Check-In
Clients may not be aware of the benefits of upgrading their booking. At check-in take the opportunity to explain the deluxe services in detail and with enthusiasm. This can motivate the client to upgrade and lead to improved client satisfaction.
Upselling in the Waiting Area
Ensure that all products and services are clearly displayed in the waiting area. Make use of posters, brochures, and displays to catch the attention of your client. These help the client to see exactly what is possible.
Everyone loves a great transformation so make use of before and after look books. These will instill the client with confidence in your abilities. They may also encourage your client to try something different at a future appointment.
Make sure that your retail space is visible and consider providing testers. “Tryvertizing” is a great way to draw customers in.
Upselling During Consultation
The consultation is the ideal time to find out who the client is and what they are looking for. Even before treatment begins you must understand the client‘s needs and habits, and the types of services they require. To upsell accurately during the consultation, your staff must have proper training.
Consulting the client’s treatment records can provide useful insights. For example, if a client is having trouble managing their frizzy hair, suggest a product that will help tame their locks. Most clients will buy a product if it offers a resolution to their problem.
Upselling During Treatments
Keeping conversations friendly but professional is a vital step in increasing the client’s average spending. Listen out for any upcoming events that the client may be attending. Use these opportunities to suggest special treatments or products for the occasion. For instance, if they have a holiday planned, suggest a travel-friendly product or encourage them to book an appointment before their trip.
Keeping client notes ensures that you are well prepared for the next time you see the client. The client will feel appreciated and be more receptive to your suggestions.
Showcase products that you are promoting by using them during treatment. This helps to engage the client and opens a conversation about the product. Use lead-in statements like “Smell this, isn’t it divine? It’s a new range we are carrying” or “This shampoo/cleanser is so lovely, we are using it on all our clients now, and it’s perfect for your hair/skin.”
Upsell During Payment
Always ensure that the client is aware of special offers and loyalty benefits. By knowing their treatment history, you can offer discounts or replenish previous purchases. Gift vouchers are also a great tool to encourage extra spending.
The payment stage is a vital point of the upsell. The client is fully aware of the costs and will make an informed decision. Offering a service such as Afterpay may help your clients to manage their spending. Afterpay allows users to split payments over multiple interest-free periods.
Social media interaction allows you to stay connected and market your business 24/7. Carry business cards and establish strong working relationships with local businesses. They can promote and recommend your business to their own clientele. The staff of these businesses may even make use of your services themselves.
Train Yourself and Your Team
To sell a product you must have an in-depth and thorough knowledge of the product. This will endorse your expertise and helps the client to accept your recommendations. Product knowledge also ensures that you can answer any questions the client may have.
Periodic sales or marketing training will provide your staff with the ability to identify new and innovative methods for selling. Most suppliers will send a sales rep to your salon to provide education on their products. You can also ask for samples of the products and give personal recommendations based on your own experiences.
Packages and Promotions
Image source: Prakhar Neel Sharma
A great way to draw customers is through seasonal or holiday promotions and bundled packages. It is an effective way to boost sales and can easily be promoted on social media. Make use of vibrant colors and attractive imagery when creating your promotional content.
Encourage immediate bookings by including a “book now” button on your social media content.
Mass marketing via email or SMS lets your existing clients know about promotions. Offering discounts on high-end services and products can entice clients to try a service they may not usually consider. This can be especially effective when people have received their Christmas bonuses. A platform called Konnect streamlines this process for you.
Ending thoughts on how to upsell spa and salon services
Upselling is an art that most salon managers and stylists will learn with time. Remember that customers want to feel valued. By taking some extra time and paying more attention to them, you will achieve this goal.
Maintain the quality of the service you are providing. Only suggest treatments or products that will specifically benefit your client. This creates trust and will encourage your client to heed your recommendations in the future. Always be upfront about costs so that the client is fully informed. The goal is to keep them coming back for your services rather than making a one-off large purchase.
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