with my model for the day i'm going to
call her susie
what's up susie thanks for helping your
girl out today
i'm going to be kind of walking through
a pretend facial with you guys you can
kind of hear a little bit more of the
dialogue that i have
with a client during the service hey
guys it's your girl kristen here if
you're a subscriber of mine you already
know what the deal is what i do on my
channel but if you're new here i do
everything from beauty to lifestyle to
not entrepreneurship especially if
you're also an esthetician
or freelance makeup artist or somebody
who's in beauty school or just getting
started in the industry
make sure you hit that subscribe button
because i've been doing a ton of videos
just
giving you all the secrets and gems that
you need to know especially if you're
working in our industry if you haven't
checked out my last series i did a
series called before you open a salon
suite and all about what you need to
know about being self-employed
i give you a lot of tips and tricks in
that series i give you a little bit
about my background i talked about what
products i'm using and my treatments how
i came up with pricing
and you know fun stuff like
self-employment taxes so
make sure you watch all of that and i'm
finally glad to be moving on
from that series and talking about real
life current things that you can
implement to your business right now
and wherever you're at in your career
this video is going to be all about
upselling in retail which i think is a
huge huge part of your career as an
esthetician
you can make an extra 500 to a thousand
dollars plus a month it's really
in your hands the sky's the limit
because that's the beautiful thing about
selling product is that the more you
sell the more you make
i know not all of us are naturally born
sales people
most of us i think don't want to feel
like we're sales people i'm going to
give you some really great tips
and tricks on how to sell skin care to
your clients to make it as easy and
natural as possible so that
you know even if you are somebody who's
newer in the industry or you're just
starting your first job
you can implement these tips and already
be off on a great start when it comes to
retail and upselling and not to mention
that you're going to make more money so
why not so if you want to see how to
convince someone to buy your product
then you definitely want to make sure
you continue watching
yes i'm really glad that you decided to
continue to watch this video because
this is going to be a game changer but
before we dive into that i want to give
a quick shout out
to mocha moolah who commented on my
esthetician room tour video what's up
girl how are you
i'm gonna start doing these shout outs
if you guys want me to shout you out on
my channel
or you just want to give me some love
make sure you comment down below you
know maybe you'll
be shouted out in one of my videos i'm
gonna have my phone here
as usual to talk to you guys about my
tips and tricks when it comes to selling
skincare to your clients
let's start with you know me i'm always
all about your mindset
so first thing comes first is
changing your mindset when it comes to
sales i know a lot of us feel
a little bit intimidated by it like uh
you know i don't want to come across
salesy or pushy well that all starts
with your approach to it
change your mindset and i know for me
personally too sometimes when it comes
to
you know the end of the service and i
have to pull out the products and do my
little spiel
i get a little bit apprehensive was at
least with certain clients you know the
ones that kind of seem a little bit more
like they have
a lot of products already or they're a
little bit standoffish
or you know just you know what i mean
you can read the vibe off people
sometimes but
i want to encourage you to no matter
what vibe that client is giving you
to present them with something that is
going to be huge
and put it into your mind that you're
going to sell them something that
they're going to buy something if they
don't
okay you know let it go let it you know
move on to the next person that's
definitely something you don't want to
do is spend a ton of time
on somebody who's just not hearing you
so
that's number one make sure you you
change your mindset when it comes to
sales
because it all starts up here and if you
give off that energy that you're not
really enjoying this or
you're like um that energy rubs off on
people so
just be relaxed you know that's why i
made this video so that you can feel
like you can
be yourself that's my next tip is to
just be genuine
and truthfully look at the person as
somebody you're trying to help
and the way that conversation really
starts is to just
get to know them and to really figure
out why they're
coming to you why they're getting a
facial what their concerns
are instead of like oh here's a product
yeah it has this ingredient this
ingredient then like
don't get me wrong knowing about
ingredients is important
but make it a dialogue versus a sales
pitch that's definitely the first thing
you want to do is should just set the
right tone
for the conversation and so the way that
you're going to do that
is you're going to build up from the
moment that
they book an appointment with you to
when they leave
that is your entire so to speak sales
pitch for me
where i start this conversation is i
actually
in my booking system on acuity
scheduling you can create what's called
an
intake form and on this intake form i
made it very very detailed
some might think it's a little bit
frustrating to fill out because it is
you know you do have to take some time
to think about it and you know i don't
make it required to fill out you know
because obviously i'm still going to ask
these questions when they come in
but i do ask a couple of questions when
they book i ask
what are your goals for the service what
areas of your skin
are you hoping to focus on and why are
you
getting a facial have you ever had a
professional facial before
this gives me a good idea of who's
coming to my table is it somebody who's
a little bit more experienced when it
comes to skin care
is it somebody who's a little bit newer
and doesn't have much of a skin care
routine going on so
i make sure i read those questionnaires
before they even come in so that i just
know
who i'm speaking to and then of course
once they come in from the moment that
they walk into
my room it it automatically starts the
the process of being able to figure out
how to get them
to um not necessarily you know and
obviously we're here to make more money
but how what i'm already thinking you
know what can i
upsell them with and what products am i
going to recommend for them
at the end of this if you guys want to
know more about what retail products i
have in here
then make sure you comment down below so
that i can make a separate video about
that because
i think it's really important to make
sure that your retail has a lot of
variety to it
and of course as you start to work
you're gonna see
what a majority of your clients are
purchasing and what
tends to be items that they gravitate
towards of course if you're already
working for
a spa or a medical spa they're going to
have a whole
array of retail at your fingertips which
is awesome it's a great place to start
so and each you know spa is going to
have their own
protocol on what to do when it comes to
selling they're going to have
goals i know for my spa they require me
to sell at least a thousand dollars
worth of product
they have me talk about the products to
the client and then they're left at the
front
at the front desk and so then the front
desk person is having to close the sale
if that's you then you can still
implement these tips
into that situation and all you'd have
to do is have these conversations
while you're doing your treatment and
then before you bring them back to like
the spa
or the the waiting room um you can
definitely
you know also talk to whoever it is you
work for and say hey you know what i
learned these little tips and tricks and
i would love if i could implement these
here
i think it'd be super helpful don't feel
like you're confined to
whatever your spa and your employer is
telling you to do you know
be be you know be that esthetician
that's going to want to grow and get
better
and i'm sure your employer and your
manager would really appreciate
that because guess what if you sell more
retail they're gonna make more money too
so you know implement these even if
you're somebody who isn't working for
themselves but
definitely if you're working for
yourself you have 100
full control of what you're doing and so
this video is going to be perfect for
you so to kind of switch it up
i'm actually going to kind of try to
like role play this
and talk you through a facial because
sitting here
and thinking about it is getting me a
little bit like okay this is
i'm not in my element so i want to kind
of set up the camera
and prop you up so that you can see and
hear the type of language that i
use when it comes to creating that
conversation and that dialogue around
skin care and how to get the client to
actually
purchase something okay guys so i am set
up here with my
model for the day i'm gonna call her
susie what's up suzy thanks for
helping your girl out today i'm going to
be kind of walking through
a pretend facial with you guys you can
kind of hear a little bit more of the
dialogue that i have
with a client during the service i don't
focus
on the end of the service being the only
time that i talk
about product because i feel like then
it starts to turn into a sales pitch
when you wait for that last moment where
they're about to leave
and then you're gonna be wasting all
this time talking about stuff use the
entire service to start to drop little
you know nuggets here and there first
thing comes first
is when they're on your table the first
thing you're going to be doing with them
is a skin analysis which i feel like the
skin analysis
is a huge huge part of setting the tone
of the entire facial
of really talking with them getting to
know what their concerns are
and then you know being able to upsell
them couple of pointers i wanted to give
you guys when it comes to the skin
analysis when you're having those first
conversations with your client stray
away from questions they're gonna have a
yes or no answer to them
so for example don't ask do you like
your skin
and then they're gonna say yeah or nah
or
you know have you ever had a facial
before they're going to say yes or no
so avoid questions like that because you
want to keep the conversation going so
instead of saying it like that
you would say so what do you like about
your skin
or what do you dislike about your skin
and then they'll give you you know a few
reasons
and then you know you could say you know
when's the last time you had a facial or
why are you here today for a facial then
you know you see what i'm saying it's
gonna create more of a conversation and
then you can get an
idea of why they're there and like i
mentioned earlier it's all about you
know figuring out how you can help them
how you can solve their problems
and just get to know them another thing
i want to encourage you to do during a
skin analysis and then throughout the
service too
is to listen you know put your listening
ears on like our kindergarten teacher
used to tell us
and just listen you know it's really
easy to just going on and on and on
about
ingredients and what you think they
should do and this and that but
i think a lot about being able to sell
somebody something is just actively
listening to what their concerns are so
that you can get a better idea of how
you can provide them a solution without
further ado
i'm going to do a little bit of role
play as if i'm doing a skin analysis
on susie here and i'll probably put in a
little like voice over so that there's
some conversation back and forth between
me and susie
this should be fun um but yeah let's i'm
not gonna turn on this light here so
just pretend you know i'm turning it on
just for the sake of the video i got it
all in focus and everything
let's uh let's do this roleplay hey you
susie here
make sure you hit that like button if
you're finding this
video very helpful informative subscribe
to my girl kristen's channel
and yeah make sure you continue watching
thanks susie
hi susie okay so you're nice and
comfortable now if you need anything
throughout the service just let me know
and i can always make adjustments and of
course if you have any questions
at all feel free to ask be vocal with me
right now to get started we're going to
be doing a little skin analysis i'm
going to be using a bright light here
and i'm going to place these goggles
over your eyes so that it doesn't blind
you
um but this is just going to allow me to
look a little bit closer at your
skin so i know you when you booked the
service you answered a questionnaire
and i took a look at that before you
came in and i wanted to
address some of that real quick so what
brings you in for a facial today
i'm feeling like my skin is dehydrated
and i really hate my wrinkles
okay and when's the last time you had a
facial oh my gosh like a year ago
oh wow okay so it's been a little while
so your skin probably needs a little bit
of love
huh right off the bat i'm seeing that
your combination skin type
and i'm feeling your skin it's a little
slightly dehydrated
so from what i'm hearing you say you
said that you're concerned with
fine lines and wrinkles and you're
feeling like your skin's a little bit
dehydrated which yes i can agree with
i'll make sure throughout the service
that i'm gonna be implementing products
to address these concerns and then you
know this service
is a just regular classic facial and
what i like about the classic facials is
that we can customize it
a little bit more to what your concerns
are with enhancements so the
enhancements that i recommend for you
the first one would be a professional
peel and the reason why i'm recommending
a professional peel is because
it's going to give you a little bit of a
deeper exfoliation
and so as we age and i know you
mentioned you're worried about your fine
lines and wrinkles
in order to target that more we need to
be helping your skin renew
on a constant basis so you're going to
have to be coming in regularly for
facials and we'll talk about
what you're doing at home to address the
fine lines and wrinkles
it's going to be an additional 25 to the
service is that something you're okay
with adding in today
yeah that's fine with me okay awesome
we're gonna get started now
and again you know i'm gonna kind of
walk you through the service as we go
and we can kind of chit chat a little
bit more about your home care
there you go guys so that's just a
really quick example
of what language and what conversation
i'm having with
them during the skin analysis i'm using
their language back at them so
when she told me when susie told me that
she
was concerned with fine lines and
wrinkles and dehydration
i said that right back to her you know
again active listening
and then you repeat it back to the guest
and say you know this is why i think we
should add this
in so that we can address those concerns
a little bit easier just to do one
enhancement but i highly encourage you
to offer two
because then it just gives them that
extra you know you might get that guest
who's just like yeah do whatever the
heck you want and then you're like oh
okay what's the worst that could happen
they could just say no you know i just
want the regular facial and then
you know do and then you know if she
would have said that i just want the
regular facial i'd be like okay cool you
know i'm going to do whatever i can in
the service with
the products that i use in the classic
to still address some of the
concerns that you have then you really
want to continue and have that
conversation with them about what
they're doing at home so that they can
start
to see more results and obviously if
they come back to you which
we can talk more about how to get um
return clients and stuff comment down
below if that's something you want to
hear about
sometimes when they come in and they're
like ah you know i just want to do the
basic
then you know there's always next time
so you know don't be too pushy
but you know help help them along help
the guests along let's move on and kind
of i'm going to
show you what other language i'm using
during the service to talk to them about
their skin care at home again just to
kind of set the tone
of which products i'm going to be
recommending for her at the end of this
okay real quick before i get started
with this part of the role play
is i'm just going to kind of be
pretending that we're cleansing her that
we're doing the service
and throughout the service i'm going to
start to kind of just talk about
products that i'm using on her some of
the products that you use in your back
bar might not necessarily be
retail but i do highly recommend getting
a lot of the
back a lot of the retail version of your
back bar products so that
as you're doing the service and using
products on them to address their
concerns
then it would just make so much more
sense to use those products at home
so i'm going to be pretending to use
some certain products on her
that are going to address some of the
concerns that she
told me about and then you know you'll
hear more about like the dialogue that i
have about what she's doing at home
and i kind of spread it throughout the
service so that
it doesn't seem like such a long
conversation i'm gonna continue to kind
of role play and let you guys hear some
of the conversations that i might have
with a client during a service
okay so now we're going to be cleansing
your skin and starting the facial so i'm
going to be applying some steam here
all right
okay now we're gonna get your skin nice
and cleansed
[Applause]
all right so right now i'm using a
glycolic
cleanser on you which is going to again
help with that cell renewal
and glycolic acid is really good for
helping these products that we're going
to be using on you
penetrate even deeper into the skin
colic's also a really great anti-aging
product
so what kind of cleanser are you using
at home right now oh i'm just using the
cetaphil cleanser that you can get from
target
it would be a really good idea to use
something like this that's going to be
more specific to what your concerns are
because it all starts with what we clean
our skin with
so now i'm going to be applying an
exfoliating mask this is called the
ageless resurfacing mask
it has micro crystals in it it has glyco
again glycolic acid in it some lactic
acid which is going to be very
brightening
i'm going to remove the exfoliator now
we're going to do some extractions
so again i'm gonna come back with the
bright light here
oh we talked a little bit about you know
kind of some
products you're using at home walk me
through you know your
your routine so in the morning and night
i'll cleanse my skin
and apply toner and then a moisturizer
but that's about it because i'm pretty
simple okay so are you using any
specific
serums right now to target any of your
concerns
i don't right now what are they for so a
serum is going to be great because
it's going to penetrate deeper into the
skin serums are known for targeting
more specific concerns for what you're
concerned with i definitely recommend
using a vitamin c
product in the morning retinol at night
are you wearing an spf
daily no i'm not right now okay so we
definitely want to get you
using an spf daily it's really going to
help you know you
prevent any further aging
so now we're gonna do a mask
i'm gonna let that sit for a little bit
so we are getting toward the end of the
facial here
and i know you know it sounds like this
is like such an ideal client to have
i'll talk to you guys at the end about
how to
talk to somebody who's a little bit more
you know who has a lot of products
already
or a little bit more difficult so make
sure you watch the very end so that you
guys can hear those tips
i like talking during the extractions so
that it kind of distracts them kind of
from like the discomfort
and it just gives us something to talk
about so while the mask sits
i'm actually over at my desk and i'm
writing down
what i recommend for her and any
aftercare instructions
and then also when i'm writing down the
recommendations for them and
these aren't the actual products i'm
gonna be selling her but
because i'm running out of products i'm
waiting for some to get shipped in
i'm going to be putting these on the
desk so that they're displayed for her
when she's done with the facial see how
i'll flip the cam around to to my desk
here so you kind of see how i set it up
you definitely want to
take the physical products and lay them
out for the guests so that they can
physically hold it and look at it and
you know read it if they want to
and just you know people are very
hands-on
so i think that's really important so
that's what i do during the mask and
also this is going to save you time you
don't want to do all this at the end of
the facial because
you know assuming you have another guest
coming in you want to you know have the
products ready to go but now i'm going
to be doing some
finishing products on her after the mask
and this is definitely another
time where you can again just reiterate
the
products that you should be using at
home so let's
talk to susie all right susie so we're
wrapping up the facial and i'll be
putting some finishing products on you
and i'm gonna be using products that i
think are most beneficial for your skin
and here is a vitamin c serum which also
has hyaluronic acid in it
and you know we talked about how vitamin
c is a great antioxidant for the skin
and then the hyaluronic acid is really
going to help to target
um that dehydration in the skin and then
here is you know some eye cream
a little bit of lip treatment and then
you know here's that spf i was
mentioning earlier it's oil free
it has a nice matte finish to it doesn't
it smell good it's really lightweight on
the skin too that's what i really love
about it yeah i
i personally use this and it's
definitely a holy grail
my skin care products okay so i don't
know if you notice there that i
mentioned that i personally use these
products
um i truly believe that if you're gonna
sell somebody something you need to
believe in it
yourself you know and of course this
might be a little bit different if
you're working for
spa or somewhere else that maybe doesn't
necessarily have the products that
you're crazy about but i feel like
in any skincare line you're going to
have one or two couple of favorites and
if those are your favorites
talk the heck out of those to your
guests so when you give the guests
a little bit more of a personalized
story to the product
and they're like okay she uses it and
yes you know your guest
does look at your skin when you're you
know working with them i think it's
really important to make sure that
you're on top of your skin care too and
making sure your skin looks good when
you're talking
when you're working on your guests now
we're gonna be wrapping up the service
with her
and then i'll kind of turn the camera
over to show you guys
you know how i close out the service and
how i get them to hopefully buy the
product
all right so excuse the lighting i
wanted to show you you know exactly how
i set up
for when the guest is done and they're
dressed and they're you know getting
ready to leave i display the products
for them
out on the table let's pretend this is
like my written recommendations for them
to take with them let's pretend you guys
are susie right here
okay susie so how are you feeling how's
your skin feel it feels
amazing thank you so much i'm so glad to
hear that wrote down some
recommendations for you
so in the next four to six weeks i
definitely recommend coming in for the
anti-aging facial
that facial is an 80 minute service and
it's going to include
the peel the led therapy and also the
facial globes with it definitely
recommend doing that one in your next
visit
here are just some products that i'm
recommending for you we talked about
what you're cleansing your skin with
in order to target you know the fine
lines and wrinkles more and the
dehydration your skin you definitely
want to be using a cleanser that's not
going to overly dry the skin
and that has ingredients in it that are
going to target
fine lines and wrinkles so again you
know glycolic acid we said that a lot
throughout the service so this cleanser
has
all those ingredients in it for you so
you know i wrote down when to use it
specifically this is a vitamin c
hydrating serum so it has hyaluronic
acid in it
vitamin c we already chatted about what
those do and last but not least
definitely want to have that spf it's
going to help further prevent
any more fine lines and wrinkles it's
going to just protect your skin from any
uv damage skin cancer is really common
so which one of these do you see
yourself incorporating into your routine
i'll take the vitamin c and the spf okay
great
okay so again i wrote down when to use
them
of course if you have any other specific
questions that come to mind
later on you can email me or message me
on instagram well you know i'm so glad
you came in today and i really hope that
you enjoyed the service and and i'm
really i'm really looking forward to
seeing you again
there it is guys that is kind of an
example of how to close out a sale
as far as what to say at the end you
could say like what i said you know
which one of these you see yourself
incorporating into your routine
or i say you know which one of these is
grabbing your attention the reason why i
picked
three products is because it just gives
your guests
options but not too many options i feel
like two
or one or a little bit underwhelming and
three is just that perfect number i have
a video that i just recently watched
that kind of affirmed that so i'll make
sure i link that down below and there is
a method to what
products i chose chose a cleanser which
is going to be a little bit more of a
cheaper product
um for them to choose from and then kind
of like a middle ground
product which is the spf and then the
serum is always going to be the most
expensive
product most of the time giving them
options as far as like you know they
could either go like the least expensive
route
or they could go with average or they
can go with the most expensive
so there is a method to which products
you should use or you know you could
just
pick whatever three products you feel
like are fitting for them but i always
feel like picking
three is just that sweet spot try not to
make your spiel
at the end too long because then you
know their attention is gonna go
somewhere else
don't make it a super long pitch just
make it simple
and let them answer you the way that
they want to if they're going to be
somebody who
is hesitant or they already have a lot
of skin care then
let them say yes or no still present
everything i did in this facial those
same exact way
to somebody who's you know already got a
lot of skin care thinks they kind of
know
a lot about it already if you get
somebody who's a little bit more
difficult and they're just not an easy
egg to crack
then just let them be you know that
that's going to be somebody you want to
kind of maybe work on in the future and
that you can keep planting those seeds
every single time it doesn't matter if
somebody's already been on your table
and they brought product
last time have them you know present
three new products for them
next time so giving the three instead of
like five or six
for their whole routine it's just gonna
be overwhelming and then the next time
they come in
you're not gonna really have something
to present them that's new let me set
you guys back up
this way so that you know i can close up
this video and
you know send you guys off all right
guys so that's the end of this video
i hope you found that extremely detailed
and helpful
i did my best when it came to the your
whole role-playing thing
shout out to suzy for helping us out oh
my goodness they
literally just started vacuuming right
now
wow okay
so let me just close this out really
quick if you have any other additional
questions
comment down below let me know and like
this video if you found it helpful
hit that subscribe button because you
know your girl will be punching out
these videos every thursday and sunday
let me know if this helps you be more
successful with your retail and
upselling i really want to hear about
that
stupid vacuum is going so let's just
close this video out and of course i'll
see you guys in the next one
[Music]
bye
[Music]
you