5. Do you have any questions or skin care concerns I can help you with today? 6. (Guest’s name), my goal is to help you get the products you really want and the ones you can’t live without. Out of the products we tried, tell me which products did you like the most? (Hold or gesture to each product as you ask. Be sure to include any special products she may have mentioned during the class.) I accept several forms of payment, including cash or check. Notice when asking for the order (Question 6), you are asking the guest to choose between sets or products. You have a far better chance of getting a favorable response this way than with an open-ended question. Try to use this technique in any closing situation, whether for products, in booking or in team building.
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You also can turn price objections into something positive — like bookings. If money is a problem for a guest, you can suggest she invite some friends to a facial, collection preview (page 53) or second skin care class. That way she can earn the products she wants or receive a hostess gift. You could say:
“When we get back together for your follow-up appointment to give you a customized color look and to check your skin care to make sure you’re getting optimum results, I can show you a simple way to earn free product or a gift. If you host a skin care class or collection preview, you may earn a free product as a gift or earn credit toward products. I know every woman is interested in free products! Is there any reason you couldn’t share your follow-up appointment with some of your friends?”
chapter 4
• Make sure to offer products that will resolve any problems or concerns your customer may have shared with you. If you can match her needs to the right products successfully, you will be on your way to becoming a trusted beauty adviser. • You can expect price objections, and an excellent way of overcoming them is the “feel, felt, found” method. For example, you might say: “I know just how you feel about spending money on yourself. I felt that way too. But when I thought about it, I found I’m worth it!”
“Now (guest’s name), I would like to call you in two days to see how the products you purchased tonight are working for you. What time may I call you? Good, at that time I’ll also ask you for the names and contact information for the guests coming to the event you’re hosting so I can ask them a few questions about their skin and have the right products ready for them.”
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