Talk about bringing guests to hair salons

A good beginning is not as good as a good result! In hair salon management, we often ignore the customer drop-off link. In fact, every time a customer makes a purchase, they always feel a little disappointed. Appropriate comfort and encouragement will make the guests confident. Especially before the guests leave the store, they will remember the staff's instructions more clearly.

Speech A: "Miss, goodbye! I hope it will be soon." I can see your relatives and friends come with you! "

Word B: "Sister, remember to take care of it! If you don't know how to take care of it or can't do it well, please call at any time! Give it to me, don't give in!"

Words C. "Sister, thank you very much for coming. If you feel good, don't forget to introduce the guests to me!"

Talk D. "Sister, remember to call me when you come next time, and I will do your hair as soon as possible, okay?"

Talk E. "Sister, I really don't want to let you go." Please go, so that I can appreciate my work. Remember to help me promote it if asked!"

Words F. "Sister, don't forget us, come often, don't keep us waiting. It’s been too long, I’ll call you first if there are any promotions in our store!”

----- Hair salon stylist’s words: How to turn hair cutting into dyeing (fuda2050 edited version) --- A .Talk: Storytelling

"Miss, because the hair color of Asians is dark brown, it is difficult to show the weight and depth of the hairstyle, so a proper color matching of a hairstyle can increase the three-dimensional effect."

B. Words: Modification

"Miss, because hair design modifies a person's face shape and cannot modify a person's skin color. Your hair color is a little darker now, it will The skin tone looks a bit dark. If you like this hairstyle, I suggest you dye your hair XX color so that it looks coordinated."

C. Technique: Image Design Method

"Miss, according to the principles of image design, the ideal image design is the perfect unity of a person's face shape, height, skull, skin color, occupation, dressing habits, etc., and hairstyle."

"Then after analysis, all other conditions are fine, but your hair color needs to be changed so as not to ruin the overall image design."

"So I suggest you change the color first!"

--- 1. Why hair salon practitioners should understand the consumer psychology of female customers

As the saying goes: "A woman's heart is like a needle in the sea!" The true thoughts in a woman's heart are not only incomprehensible to men, but also to men. Sometimes it is difficult for a woman to judge accurately. In hair salons, from customers to employees, the majority are women. When women get together, if they don't understand each other well and handle things improperly, it will inevitably lead to many misunderstandings.

For designers, if they don’t understand the customers, it will be difficult to create works that satisfy them. If the customer pays but does not get the expected service, the designer will be labeled as guilty. Therefore, if the designer cannot capture the hearts of female customers, even if the designer does business, he will not make a profit or even lose money. He even thinks of becoming a famous designer who knows the customers well.

2. The benefits for hair salon practitioners to understand women’s consumer psychology

As a designer, if you understand women’s unique consumer psychology and ideas, you can take the initiative, control women’s emotions, and make Customers trust everything the designer does for them. At this time, even if the perming and dyeing service recommended by the designer is expensive, the customer can happily accept it. Although the guests increased their consumption, they received satisfactory service. This not only increases the hair salon's operating profit for the day, but more importantly, brings a considerable potential profit.

3. Understand several major elements of women’s consumer psychology

A. Women are auditory animals

Women have a characteristic that they can see but not do things. Just watch, and listen to things that you can hear without watching. Therefore, when a female customer enters the store, she will still ask about the specific price even after looking at the price list.

This is not to say that she cannot clearly see the price, but because of nature, women often want to take a quick look at the price so that they have a rough idea. As for the price of a specific project, I often hope someone can explain it in detail, so that I can be more sure of my thoughts and have more time to consider whether I need this service.

It can be seen that when hair salons conduct promotional activities, they need hardware facilities such as posters and promotional videos on site, but they also need software services for on-site explanations. Women need to be persuaded, so as a hairstylist, you need to constantly take the initiative to explain, so that you can retain and impress customers.

B. Women focus on clothing and makeup.

Although women’s eyes don’t like to look at price lists, they can’t take their eyes off beautiful things, such as clothing and cosmetics. When they look at these things, they have already imagined in their hearts the joy of owning them. Therefore, the best topics to talk to female guests are clothing and makeup. Just talking about these things makes a woman's eyes light up. If you happen to have a fashion magazine in your hand, the topics will be endless. During these chats, guests can forget the pain of waiting, because many hairstyles may take several hours, thus reducing fatigue.

C. Women regard appearance as their life

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Women's love for beauty has become a hard truth, so they attach great importance to other people's evaluation of their appearance, including clothing, makeup, hairstyle, etc. When a female client needs to change her hairstyle, some hairstylists make the mistake of criticizing the woman's previous hairstyle in order to highlight their abilities. Little did they know that this just stepped on a landmine, because women don’t like to be criticized. Neither the current nor the previous image is acceptable, so hairstylists must remember: appearance and image are a woman's life, and criticizing it is tantamount to sentencing herself to death.

D. Women have a strong memory of past experiences

Women hold grudges and cannot be offended easily. Otherwise, once the incident comes to light, she will tell you all her faults near and far. complain. The best example is that when a couple quarrels, the wife will recount her husband's past events without missing a single thing! A woman's memory is amazing. When you offend her, she will tell every little detail to her relatives and friends, and she will even make it more jealous until the people around her hate you and the store where you are. It can be seen that if you offend a woman, you will lose the business of a group of people. On the contrary, if you serve a woman well, you will gain the business of a group of people. With such a result, will you still offend a woman?

E. Women’s price perception is stronger than practicality perception

In people’s perception, it is believed that “good means expensive, and expensive means good!”. This price perception is especially prominent among women. In addition, we also found that the market often uses 99, 199, 299, 399...1999, etc. to set prices. This is a kind of awareness targeted at people, especially women. They believe that there is a level of difference between 99 and 100, and think that 100 is much more expensive than 99. In fact, the difference between the two is only 1 yuan, but this psychological tactic succeeded. It can be seen from this that when hair salons conduct discount promotions, the unit price must be high. Because in the perception of female customers, once the price drops, the quality will also drop. If the price is a little higher than the original price, female customers will not only feel that the quality is better based on price perception, but also feel that they are taking advantage of it. When engaging in promotional activities, if a regular customer in the store can suggest that she choose an item that is a little higher than what she usually does, for example, she usually does it for 200, tell her that there is a 40% discount now, and take this opportunity to do it for 350, with a 40% discount. The price is only 210 yuan, which is only 10 yuan more than usual, but you have enjoyed a 350 yuan service. Such a comparison will make the guests' hearts flutter. There is another way to use women's price perception. It is to give female guests the opportunity to choose one of two or three options. Because women have a weak sense of practicality, whether a product or thing is good or bad is entirely judged by its price. Therefore, once you grasp the consumption level of female customers and use some skills, the price will be easier to negotiate.

For example, there are a series of items: shampoo, fashionable haircut, fashionable electric hair deep care: the original price is 15 30 160 140 = 345, and the current price is 5 15 80 60 = 160. It is more than twice as cheap at once, and the customer will feel that it is a very good deal. Value for money.

F. Women have poor self-affirmation ability

Women care about what others think of themselves. If they are affirmed by others, they will be full of confidence. If they are affirmed by others, they will be sluggish. Therefore, when designing a hair style for a client, the hairstylist must constantly fill the client's imagination and depict a perfect hair style in front of her eyes to strengthen her determination to do the hair style. When completing a hairstyle, the hairstylist must continue to encourage the customer with appropriate complimentary language, so that she feels that this hairstyle really suits her, achieves the desired effect, and becomes more fashionable and elegant.

G. Women feel uneasy about the future

Women are born with a lack of security and are always uncertain about the future, but women also like to fantasize and always write about the future in their hearts. develop. When she does a hairstyle, she may have imagined another self in her mind, but she will worry about whether it is more beautiful. Therefore, it is very important for the hairstylist to use a positive tone. Never use words such as "maybe," "maybe," or "probably." When guests ask questions, use words such as "no problem," "don't worry," and "absolutely."

----- Suggestions for soliciting customers: "Hello! Miss! I'm sorry to bother you for a minute. This is my business card, and I'll give you a pack of tissues by the way! I'm here to tell you good news. , our hair salon is launching a special promotion for our neighbors this month. Perms only cost XX yuan or hair dyeing only costs XX yuan (pay attention to the promotion based on the current situation of the customer). If you need it, I can help you make an appointment immediately, and make an appointment in advance, and there will also be a mysterious gift. Send it!"

Customer conversation by phone: "Hello, Miss XX! I am from XX store. Do you remember the last time I visited you? Because our store was established in X year. , we have set up a special offer for our neighbors on January 1st. I hope you can come. "

"Hello, Miss XX! I am from XX store. I visited you last time and you have a hair problem. It just so happens that this time we have a discount on targeted treatment plans.

If you want to come, you can call me in advance and I will arrange a time for you. A designer will come to you at that time, so you don't have to waste time waiting. What do you think? ”

----After your technical level reaches a certain level, you may be proud of your superb level

Yes, if you add a certain amount of professional language If you have the ability to express yourself, it can be said to be even more powerful

Of course, it’s not to deny that you don’t like talking, but that you don’t know how to chat with customers

Example: Liu Shui Pai: Hair Assistant No. 01--> No. 02 - No. 03. ．Hairdressing teacher No. 01. . A guest is here. . . Hairstyling Assistant No. 01: (Open the door) ＊Hello, please sit here (gesture and lead the guest). The hairstylist assistant No. 03 poured tea to the guest and said to the guest, "Be careful with the perm." Customer (hereinafter referred to as the guest): OK, thank you for your help: I ??am Asong, the hairstyling assistant No. 01 of our store. I am very happy to serve you. What do you call me? (Sincerely) Customer: Oh, my name is Zhang Zhu: Hello, Sister Zhang! Are you here to wash your hair or style your hair today? Customer: Shampoo Assistant: Well, okay, please. What shampoo do you usually use? I can give you a reference.

Customer: What shampoo do you have here? Helper: Oh, 'Kenda's' shampoo is suitable for dry hair.' Borou'＊＊shampoo is for oily hair, 'Borou'＊＊shampoo is for dry hair, and 'Black Forest'＊＊shampoo is for oily hair. Please wait. Show the shampoo to the customer) This is an ordinary dust-removing shampoo, and there is no additional charge.

(Other shampoos are subject to additional charges) Customer:． Assistant: Based on your current hair condition and my many years of experience, I recommend using 'Borou' ** shampoo, which is suitable for your dry hair. What do you think? Customer: Is there any extra charge? Appropriate extra charge

Customer: How much? Helper: Because your hair can only be considered dry, 'Kenda's' shampoo is suitable for dry hair

I don't think it's necessary, so I just choose 'Borou' ** shampoo, which is suitable for dry hair. The additional charge is lower than that of 'Kenda Shi' shampoo, only ** yuan

This will help your hair to absorb more protein and moisture, and it will also protect your hair. ． Assistant: OK, Sister Zhang, do you want to wash it while sitting down? ． (Ask when grasping) Is it strong? (Ask when flushing) Is the water temperature okay? (Standard procedures are omitted) Customer: ． The hairstyling teacher should cooperate as much as possible. The assistant will ask questions and the hairstyling teacher will help answer the questions: Sister Zhang, your hair is relatively short! It is necessary to increase the volume of your hair, so that it will look better. Guest: Really? What to do? Assistant: Is this your first time coming to our store? There shouldn't be a designated hairstylist, right? Customer: Yes. Help: I’ll call a senior hairstylist to analyze it for you later. (If the top-notch perm and dye hairstylist is not busy, you can call him over right away. Of course, you have to ask for the customer’s opinion.) Customer: Okay. Help: First. This is your first time visiting our store. How do you feel about the environment? Please give us more feedback! Customer: I used to get my hair done at ** hair salon, but for ** reasons, I came to your store.

Assistant: Oh, Sister Zhang, you have good taste. ** hair salon is very professional.

However, the handsome guy there is not good enough for me to wash my hair. Haha, Sister Zhang, what do you think? guest:. ． ． ． ． ． help:. ． ． Also, Sister Zhang, you seem to still have a few white hairs. You might as well let me pull them out for you! Customer: OK, thank you for your help: Oops, I can’t finish pulling it out. Sister Zhang, I think we should find another way! Customer: What should I do? Help: I’ll ask the hair teacher for you later

Guest

:． ． ． ． ． ． help:. ． Sister Zhang, we are doing healthy hair washing here. The shampoo should not stay on the hair and scalp for more than 15 minutes. Do you still feel itchy anywhere? I'll help you grab it a little more and then flush it. After flushing the water, I'll help you massage

Customer:. ． ． ． ． ． help:. ． ． (After washing, take a seat) Please sit here, Sister Zhang, please wait a moment, I will call the hairstylist for you

Guest:. ． ． ． ． ． Assistant: (Looking at the cards) Hello, Teacher A*, Sister Zhang over there wants to do some styling, please help me

Hairstylist (hereinafter referred to as the hairstylist): Okay, (must be in place within one minute, and be in high spirits, Mature and steady. ．．． Face) Teacher Ah*, this is Sister Zhang. I want to have a beautiful look today. I just used 'Borou' ＊＊ shampoo to help wash my hair.

However, the beginning of the Zhang group Could you please help answer two questions: The first is how to increase the volume of thin hair; the second is white hair. I started to help pull it out, but I can't finish it. What should I do? (Looks at the hairstylist and asks for his opinion) I'm busy with other things. Call me if you need anything.

(Turns around) Sister Zhang, I'm busy with other things. Call me if you need anything. ! I am Hairstyling Assistant No. 01 Asong (remind guests to remember you)

Teacher: Asong, thank you! (Turns around) Hello, Sister Zhang. I’m glad to serve you. Can I help you look at your hair? Guest: Okay Teacher: Sister Zhang, do you often tie your hair with rubber bands? Do you wash your hair more at home or at the salon? When washing your hair at home, do you keep the shampoo on your hair for less than 15 minutes? Are you using too much force when washing your hair? Which shampoo is used more often? Have you used conditioner to neutralize it? How often should you perm and dye your hair? Is work stressful? ． ． ． ． (Know what the other person is disgusted with and understand the other person’s habits) Guest:. ． ． ． ． ． Teacher: Based on the condition of your hair, I think it is caused by ** reasons. I can only help you to increase the volume of your hair visually, that is, by doing a ** perm, so that the hair will appear thicker

And create a perfect look; but, Sister Zhang, in order for your hair to become more substantial, I think you need other help: First, try to perm and dye your hair as little as possible, and pay attention when perming and dyeing it. Follow the correct operating procedures, especially do not use a comb to brush the hair scales when the hair is most fragile, otherwise the hair will be further damaged; secondly, use shampoo that prevents hair loss and stimulates the hair papilla to try to make it grow new hair. Gangasong helps you choose a shampoo that is suitable for your damaged hair; third, eat more foods containing vitamins, soy products and iodine-rich products, such as soybeans, green vegetables, kelp, etc.

Like this It can help promote the growth of new hair on the hair papilla. In addition, ginger can also help grow new hair. ． ． ． ． ． guest:. ． ． ． ． ． Teacher: I will help you style it now. ． ． ． ． ． Summary: The above is just based on some of the chatting skills in the hair salon from customers entering -> styling hair -> leaving. Because customers are divided into regular customers and strangers, and customers can be active, passive or calm, etc. , the purpose of coming to the hair salon is different, including the different words the customer communicates with you, etc.

Therefore, you must adapt to the situation and adapt to the situation

Of course, the premise is to You should study more and read more books on this aspect. You might as well know something about other industries. This will be more helpful to your work.

--- How to notify customers who are about to get their hair cut, permed or dyed (telephone) SIWEN, the person who designed your hair last time, I want to tell you that your hair trimming cycle has arrived. I have helped you choose three hair styles that are very suitable for you. Please come and take a look. What do you think? Come at a convenient time.

But Miss Zhao, I suggest you come in the morning, because there are many people who come to me to make perm appointments in the afternoon. If you come in the morning, I can serve you personally. Miss Zhao, what kind of breakfast do you like to have in the morning? I will prepare it for you. , see you tomorrow! You have to adapt your words accordingly and don’t copy them completely.

Notify customers who have made an appointment (telephone number)

SIWEN: Hello, Miss Zhao! I am the SIWEN who came to your store last time to give a neighbor a haircut reservation card. Your reservation ticket is about to expire, please come over in these two days and I will help you design it, because I have already selected one for you, which is very suitable for you. Because it is still in the active period, there are still unexpected surprises!

How to inform customers who have birthdays on the same day (telephone)

SIWEN: "Hello, Miss Zhao! Today is your birthday. On behalf of all the staff of XX Hairdressing and Tattoo Chain Salon, I wish you the best." Happy birthday! I have also prepared a beautiful birthday gift for you today, and before your birthday party, our XX hair and tattoo chain salon will provide you with a birthday style for free. I wish you a beautiful and beautiful future again. May you stay forever, happy birthday and all the best

Sales promotion notification skills (telephone)

SIWEN: Hello, "Ms. Zhao"! I am from the XX hair and tattoo chain salon. We will be in October We are giving back to old customers on the 1st, with 32% off on perms and hair dyes. At the same time, our store's hairstylists are stationed in Shanghai and have returned from training to launch the latest autumn hair trends. We sincerely look forward to your visit when you are free.

Return interview techniques for perming and dyeing (telephone)

SIWEN: Hello, Miss Zhao, I am SIWEN who designed your hair yesterday. You have just finished your hair. If you don’t know how to take care of it or have any problems, If you have any questions, for the sake of your beauty, please contact us immediately, we will serve you more enthusiastically

Tips for delivering leaflets when going out

SIWEN: "Ms. "Hello! I am a hairstyling assistant at XX Hair and Tattoo Chain Salon. My name is Bingbing. Today is our salon's anniversary celebration. Customers who have recently entered our store will receive a 32% discount on perms and dyes. Regardless of whether you spend it or not, you will receive it with this order. Your natural vinegar treatment essence is worth 68 yuan. You are so beautiful, you must care about your hair! With such a good opportunity, I think you will come, right?

Customer tips for making door-to-door appointments

SIWEN: Hello, Miss! I am your good neighbor, from the XX hair and tattoo salon across the street. My name is SIWEN. I am very happy to meet you. Today we are here mainly for you. Free hair style design, this is my hair style book, please choose your three favorite hair styles.

SIWEN: No matter what she chooses, you have to say that you are really discerning and choose very well. Please fill in your customer information, and we will send you an Essence Vinegar Therapy Card and a Neighborhood Card. With this card, you can enjoy the VIP treatment of XX organization. Thank you! XX looks forward to your visit!

Diplomatic Encounters! Let’s exchange ideas with ladies with perm and dye marks

Hello, Miss! I am a hairstylist from XX in Hong Kong. This is my business card. You are welcome to come to XX Hair Salon in Hong Kong when you are free. I can help you. I would be very honored to design your hair. "Miss," what is your phone number? If there are any events in our salon, I will notify you as soon as possible!

Tips for collecting customer information for outgoing flyers

Hello, "Miss"! We are the staff of XX hair and tattoo chain salon, and we would like to invite you to participate in our event on October 1st. As long as you fill in your phone information, you will have a chance to win this month's prize. Prizes for the lucky draw! With this promotional material, you can enjoy a 22% discount on ironing and dyeing in our store. Thank you! Please walk slowly.

---- It’s all an improvement. What we’re talking about here is not about civilized and polite language, but about the need to use civilized language during hair salon training. At the same time, we need to train the pronunciation, speaking speed, intonation, and expression of civilized language. , body language, coordination with the occasion, etc. and taboo words in the hair salon.

When successful hair salons train their employees, they not only provide training in civilized language, but also use fixed lines for communicating with customers, which are very specific, such as the fixed lines used by customers when dyeing their hair and choosing colors, and the fixed lines used when negotiating prices and discounts. There are fixed lines for perming and styling hair, and employees need to recite these lines. I don’t know if your store has received these trainings. The content of the lines is different, but there are some rules that are inseparable from the language expression. Generally, the pronunciation is louder. , let the guests hear you in an environment with background music, don’t speak too fast to avoid the guests not being able to hear clearly, the tone of voice should be Mandarin, don’t speak local dialects, and the expression should be smiling, because we are also a service industry.

Body language, the body should lean slightly forward, and there should be gestures that match the language. In the complicated environment of the hair salon with many customers, the customers should feel relaxed, because the customers we face have Different strengths, use the simplest words to express the clearest meaning, and don't let customers misunderstand. For example, if the hairstylist asks the customer "do you cut your hair?" you should say "do you cut your hair?" "cut your hair" and "cut your hair" are not One meaning.

"Do you want your hair to be longer or shorter?" You should say "Do you want your hair to be longer or shorter?" Use gestures to describe how long you want your hair to be, so as not to worry about it. The length of the customer's hair is not consistent with the customer's ideal hair length. Nowadays, many hairdressers have the most misunderstandings when communicating with customers. The length of hair left when cutting hair is wrong, and there is almost no possibility of customers being satisfied with the resulting hairstyle. The hairdresser's distress and loss of credit are all caused by the hairdresser's incorrect language expression.

Think about it from another perspective, "Your hair should be cut longer or shorter." The misunderstanding is that the hair that falls on the ground and the hair that is left on the head after the cut are the client's hair. The key thing to figure out is whether the hair left on the client's head after the cut is short or long. There are many hairdressers nowadays. If the teacher does not communicate this sentence well, he cuts the customer's hair and misunderstands the customer's thinking. This is the basic guarantee for success.

Another example is asking a customer "Where do you work?" "How much is your monthly salary?" Asking a female customer "How old are you?" Like household registration checks, most people keep a woman's age and salary private. , unless you are particularly familiar with the guest or when you must ask, talk about these topics with the guest alone to avoid the guest becoming disgusted with you. If you are disgusted, you will not be a repeat customer. When a customer is dissatisfied with the hairstyle, don't say you don't understand aesthetics or other words that demean the customer or provoke conflict.

In addition, when talking to strangers, avoid topics that can easily cause conflicts, such as competition losses, politics, religion, personal privacy, shortcomings, and negative topics. Instead, choose neutral topics that make people feel comfortable. Topics, such as: the weather is suitable for traveling, playing some outdoor games, etc. If you want to make money from a man, you must understand the psychological hobbies of men, and talk to men about leisure, entertainment or information exchange. If you want to make money from a woman, you must use words to impress her. Women like to hear compliments and have someone listen to complain to satisfy the other person. Only in your mind can your customers be most willing to accept your suggestions - guide them to consume.