This is how a beautician manages customers without losing them

How do beauticians manage customers without losing them

1. How to manage customers?

(1) Manage customers by category (let beauticians add customers using their enterprise account) )(2) The number of customers each beautician can effectively manage is 30-50, with a maximum of 50 people

2. Lock in customers

Customer classification:

Customer A 20% (customers who have repeatedly purchased are in the hands of the boss, focus on maintenance)

Customer B 50% (customers who have just become members)

Customer C 30% (help Accumulate sales and improve ratings on the platform)

3. Serve customers

(1) Image satisfaction (neat makeup, in order to prevent customers from looking down on us)

(2) Satisfied reception (strictly follow the reception process, fixed project service time)

(3) Satisfied communication (listen to the other party first, and learn to think from the customer's perspective)

(4) Satisfaction with techniques (techniques are the key to increasing customer stickiness)

(5) Satisfaction with problem handling (when there are customer complaints, the boss will review himself first to avoid malicious deductions)

4. Understand customers

(1) Consumption power (understand economic conditions)

(2) Preferences and taboos (remember what customers don’t like)

(3)Customer’s physical condition (physical condition is generally closely related to skin condition)

(4)Customer’s consumption experience (understand the changes in customer’s needs and consumption philosophy)

( 5) Digest customer emotions (learn to listen and understand, and keep your mouth shut)

5. Introduction of customer needs (locking in needs) (1) First demand (skin problems that customers want to improve) (2) Second demand (emotional value of customers)

(3) Third demand (guiding customers to upgrade their orders)

6. Customer chat skills

(1 ) Don’t be too enthusiastic when meeting for the first time (it will make the customer think it is a trap)

(2) First learn to listen to the customer’s skin condition (to prove your professionalism)

(3) Give the customer 2 sets Management plan (allowing customers to choose independently)

(4) Recommend a more cost-effective plan to customers (prove that you are not routine)

7. Customer preparation skills (for repeat purchases)

(1) When selling cards for the first time, "extend, lock, and keep", it is difficult to upgrade the order using the same old method

(2) When customers enter the store for the first time, they must meet their needs and set up management

(3) After the initial management, formulate a detailed management plan for the customer

(4) Calculate the amount of the entire management cycle (let the customer know how much money and time will be spent, and how much time will be spent on the skin) Improved)

(5) Promotion of treatment. Course/membership (according to management cycle and amount

8. Customer invitation skills

(1) After chatting with management Effect (in order to ensure better management effects, come regularly)

(2) Counter-appointment on the day of management (the second management time for first-time customers will be about 3 days later, especially for acne, allergies, etc. For problem skin, look at the condition and stability of the skin to give the customer a sense of security)

(3) The day after the customer ends the treatment (don’t not go back for a follow-up visit because you are afraid of customer dissatisfaction)

(4) Mobile phone call invitation (it is not recommended to disturb customers too much, as long as the effect is good and the price is reasonable, customers will definitely come again)