Beauty salon front desk phone etiquette

When the customer calls the beautician, the consultation service begins. Therefore, the front desk of a beauty salon should have certain telephone etiquette and skills, so as to establish friendship between the two parties and improve the credibility of the beauty salon. Below is the telephone etiquette for the front desk of a beauty salon that I have compiled for you. I hope it can help you!

Telephone etiquette for the front desk of a beauty salon

Preparation:

1. The person who answers the phone is best to choose a beautician with a sweet and soft voice who is familiar with the business of the beauty salon. Because the time of the customer who calls is precious, and some customers ask about certain people and things, they must be familiar with the business and understand the business. The best candidate is the one with the best situation in this hospital. For example, you need to know the situation, service items, prices, service items, etc. of our beauticians so that you can respond to various questions raised by customers easily;

2. Mentality: You can try to listen to the voice on the phone , can you hear the feeling of "smile"?

3. Pick up the phone after two rings. It is not advisable to answer the phone too early, lest customers are unprepared and affect everyone's opening atmosphere.

4. Necessary preparations: beautician schedule, pen, customer file?

On the phone:

1. Answer the phone and greet brightly: Hello! Good morning! Happy holidays!?

2. Leave a little space and slowly state the name of the store and your own name. Don’t rush and let the customers hear it clearly.

3. Confirm the identity of the other party. For example: Are you Ms. Zhang who wants to come for facial treatment in the afternoon? Or: You are Ms. Li, and you were here last month.

4. Listen carefully, memorize attentively, think carefully before speaking, and don’t say too many ambiguous words. In particular, record the customer's name, service items, appointment time, and beautician's care. Since the length of treatment and the number of beauticians vary, when arranging an appointment, you should pay attention to accurately grasp the length of the service process, and it is better to have more time.

5. Repeat important matters and phone numbers

6. Confirm the call time and the length of time to reserve the appointment (mostly within 20 minutes)

7. Thank you and wait until the customer hangs up the phone before closing the call.

How to answer the phone

(1) The first 15 seconds

After the phone rings twice, the first 15 seconds of picking up the phone are the most important. If you cannot impress the other party quickly in an effective way, the other party is likely to interrupt the call rudely or start to think about whether it is worth listening to. Therefore, within these 15 seconds, the voice when you answer the phone must be bright, sweet, polite, and special. Full of female magnetism.

(2) One of the most common mistakes to make when answering the phone is to lie.

In order to promote his own business, he inadvertently exaggerated the advantages and advantages of his beauty salon, and once he said it, he couldn't take it back. He had no choice but to lie, and the final result was of course failure. Sales work is a solid job. Lying and bragging are both signs of incompetence. Therefore, it is necessary to organize a large amount of customer information and analyze market dynamics, make a good positioning, identify the target, and on this basis, seek truth from facts. , win people's trust with an honest attitude and drive sales.

(3) Price factor.

Price is often one of the issues that guests are most concerned about, but price is not the most important factor. Only incompetent telephone receptionists will use price reduction as the only means to achieve sales progress. The responsibility of the telephone receptionist is to explain to the other party the value of the services provided by the hospital to the customer, let her know what kind of services she can buy for how much money, and then close the deal. The customer does not fully understand what she officially wants to buy, so the responsibility of the telephone receptionist is The key is to communicate and let her know that she is getting value for money. In addition, when quoting, try to quote high-priced products and main products first, unless the other party first puts forward restrictive requirements such as upper price limits.

In response to the customer's inquiry, you can say this: We have professionals to conduct free body or facial examinations for you. Our beauty salons are available in high, medium and low price ranges, but the high-priced ones may not be suitable for you. Only by detecting your current physical condition and needs

(4) The benefits of the product are the same as the price.

The benefits of the product are also explained by the phone receptionist. During telephone consultation, do not simply explain every detail of the treatment to the customer. Customers cannot see these features on the phone. Instead, you can emphasize the benefits that can be obtained by using the product or treatment. Only the benefits can be imagined. If you must be very busy at work, our slimming treatment will allow you to personally experience the process of losing weight on the spot. It is very interesting. Many customers, like you, only received partial sculpting at the beginning, but after two or three times, the effect The obvious obviousness made them turn to full body sculpture. It is very magical. Our spokesperson for this slimming method is **. Many celebrities have devilish figures in this way? By emphasizing the benefits and benefits of the treatment and giving examples, the consultant can let Guests are reassured and doubts are eliminated.

(5) Language wording.

In telephone consultations, try to avoid overly professional terms, and use more common vocabulary, even vocabulary that the other party is familiar with. Appropriately use some positive, vivid, and confident words to express your feelings to the other party. Show your confidence in your own beauty salon, use colorful language to describe the facilities and services of the beauty salon, and increase the perceptual understanding of the guests. However, avoid exaggeration or lying. You can also capture the other person's psychology during the conversation and use some care appropriately. , his word or words, such as? My suggestion is mainly to let you enjoy all the services you need without spending too much in our hospital, which can also save you some unnecessary expenses. ?During the entire conversation, words such as "you" and "thank you" should be used from time to time to encourage the other party to come to our hospital immediately.

(6) Interest classification.

Successful sales are not based on life and death, but on the basis of you winning and me losing. Give the other party some benefits, such as telling her about our recent promotions and recent free sales. Free clinics? These help the consultant grasp the customer's attention and arouse her motivation to gain more, thereby giving the consultant an opportunity that can be used for sales. The dean will also integrate some projects specifically for Give away, so that when the consultant negotiates with the customer, these items can become a tool for the beauty salon to make concessions, giving the customer face and giving the customer a feeling of winning.

(7) Confirm.

Once a verbal agreement is reached, it must be confirmed before ending the conversation. Confirm the arrival time and route to the store, and keep records to ensure accurate reception. Please use the "choose one from two" rule to confirm the time.

After the phone call:

1. Communicate with the beautician the list of recent appointment customers, and clearly hand over some details disclosed by the customer on the phone. The assigned beauticians should be allocated reasonably and strive to be fair.

2. In order to avoid customers missing their appointments, they should contact them by phone or text message one day or half an hour in advance. This shows that the beauty salon not only values ??the customers but also reminds them/them to receive services on time to ensure future services. Can be carried out smoothly and on time. If a customer is really late, explain politely and remind her to be on time for her next appointment. Standard etiquette for beauty salon personnel

1. Standing posture:

① Beautician standing posture: heels together, toes 45?60? apart; with a natural smile; head raised, chest lifted, Tighten the abdomen and lift the buttocks; clasp the left hand with the right hand and place it flat in front of the abdomen to express greeting, and overlap the hands on the back to express farewell.

②Standing posture of the beauty consultant: Stand with your feet in a T-step; wear a natural smile; raise your head, raise your chest, tighten your abdomen, and lift your hips; clasp your left hand and overlap your right hand and place it flat in front of your abdomen to express greeting, with both hands Overlap on the back to express farewell.

2. Sitting posture:

Sit lightly; the buttocks should not occupy half of the stool.

(Hold the hem of the back skirt with your hands, put your knees together, tilt your toes to the ground, tilt your body 15° and stare at the other person with a natural smile, clasp your left hand and overlap your right hand and naturally lay it flat on the other side of your thigh)

3 , Walking posture:

With a natural smile on your face, walk your feet in an 11-figure step (the toes are equidistant from the heels, the toes touch the ground lightly, and the heels follow); the arms swing naturally at 30 degrees, and the shoulders are balanced and equidistant. ; Walking easily.

4. Bowing: three degrees of movements: 15°, 45°, and 90°.

15? Bowing ceremony? 2 meters away, (mainly to make the other party feel that we are smiling, nodding, and greeting him)

45. Bowing ceremony? 1.5 meters to 2 meters, (mainly to make the other party feel that we are smiling, nodding, and greeting him) For use in hotels and beauty salons)

90? Bowing instrument? 75 cm to 1.5 meters; (generally used with superiors, subordinates, elders and people whom they respect, on certain occasions)

5. Hug ceremony: a warm welcome etiquette to customers (for customers you are already familiar with, some customers don’t like this method, so use it with caution)